---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Phone directory

# Phone directory {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Agents can use the phone directory integrated into their ServiceNow instance to make outbound calls to queues, other agents, and external numbers. They can also enter a phone number directly in the global call list window or use the phone directory to make
calls.

## Phone directory overview {#ccaas-phone-directory__section_ils_pbg_wfc}

Figura 1. Phone directory  
Nota:  
The contact center admin must enable and configure the phone directory for the agents to view and use it in their global call list from their ServiceNow instance. Once the back end integration is done, the phone directory displays in CSM Configurable Workspace.  
The following CCaaS Store Apps offer voice channel integration:

* [Unified Experience from Genesys - Core](https://store.servicenow.com/store/app/6ebe67ea1b646a50a85b16db234bcb54)
* [Unified Experience from Genesys](https://store.servicenow.com/store/app/cdff6b621ba46a50a85b16db234bcba3#linksAndDocuments)
{#ccaas-phone-directory__ul_x2p_ttp_shc}

The phone directory helps agents make outbound calls to contacts within their organization and external numbers. Organizations can integrate with any third-party CCaaS call integration feature that allows agents to access their
contacts and queues via their integrated contact center. The phone directory displays tabs for queue, agent contacts, and external contacts, and the contact center admin can configure the number of contacts displayed. Use
Search on the phone directory to display a list of a maximum of 25 results at a time. The limit can be set by configuring the system property setting called 'icc_search_limit' using an integer value. The default
minimum value is 10, and a limit can be set to return a maximum of 25 results according to list of queues, agents, or external data.

For more information on ICC call features, see [Interaction Controls Component (ICC) call features](https://servicenow-prod.fluidtopics.net/rJ0UvePFbEezgJorP1BOyQ "Streamline call handling and enhance the agent experience in the Agent Workspace. Integrate voice call capabilities and the core contact center features with Interaction Controls Component (ICC).") and [Implement the Interaction Controls Component (ICC) for contact center voice call and callback integrations](https://servicenow-prod.fluidtopics.net/xv2v3ONvMjo5uKsuYvRyvA "Implement prebuilt, certified integrations with Contact Center as a Service (CCaaS) providers using the ServiceNow voice reference architecture.").