##### USING the COMMON TOOLS > Using Contact history

# Merging Contact history

Some contacts might use more than one e-mail address or phone number for interactions; therefore, the system might have several records for the same contact.

You can merge all the information for a contact into one record and history, regardless of the number of e-mail addresses or phone numbers the contact uses.

To merge all of the information for a single contact:

1. Click the Contact icon at the bottom-left of the Desktop window.

2. On the Directory or Find tab (left pane), select the contact that you want to remain on the Directory list. The information and history of the other contacts will be merged into the record for this contact after you complete the merge operation.
   The information for the contact is displayed on the Contact tab of the Contact History pane.

3. Click Merge on the Contact tab. A second Directory or Find pane appears to the right of the first pane.

4. Select the contact that you want to merge with the first contact. The Merge Contact pane appears.

5. On the Merge Contact pane, do the following:

1. Enter the reason for the merge in the Reason for merge drop-down list. The reasons are configured by your company.

2. Enter additional information about the merge, if required, in the Description of the merge box; for example, explain that the contact is using two different e-mail addresses to contact your company.

3. Click Merge to merge the contact information and contact history for the two contacts into the information and history of the first contact that you selected, or click Cancel to leave the two contacts as separate contact in the contact database.

Note: For some users, the Reason for merge text box could appear instead of the drop-down list containing predefined reasons, depending on how your system is configured. Enter the reason for the merge in the Reason for merge text box, then proceed to Step 5c.

The entire history of the second contact is merged into the Contact History of the first contact, and the second contact is removed from the Directory list.

For information on how to locate a specific contact, refer to Finding Contact History.

Note: You can merge contacts from any media interface.

- To merge only the current interaction with the selected contact, click Merge this Interaction.

- To merge all prior interactions with the selected contact, click Merge All Interactions. The following fields are merged in the new merged contact: title, firstname, and lastname. The agent must edit these to choose which ones will be used.

## Undo Merged Contacts

If you need to undo a contact merge, a supervisor or agent who has been configured to undo merges must do the following:

1. Click the Contact icon at the bottom-left of the Desktop window.

2. On the Directory or Find tab (left pane), select the contact on the Directory list for whom you want to undo a merge. The information and history of the two contacts will be separated into two contact records after you complete the undo merge operation.
   The information for the contact is displayed on the Contact tab of the Contact History pane. Merged contacts have an additional tab called Merge Detail.

3. Click the Merge Detail tab to view information about the merge. This information includes the date and time of the merge, and who performed the merge. If the agent who performed the merge entered additional information about the merge, this information will be displayed beside the Reason and Description headings.

The Merge Detail tab also contains the contact information for the main contact, and any subordinate contacts that were merged with the main contact.

4. To undo the last merge that was performed, click Undo Merge. This action will restore the contacts to the state prior to the merge, completely removing the contact information of the subordinate contact from the contact information of the main contact.

5. Confirm that you want to undo the merge by clicking Yes. Click No if you do not want to undo the merge.