Add New Groups

You must have the default Administrator role or a custom role that includes the Administration > Groups > Create permission to create a playback groups.

Pre-planning steps found in the topic, CxQM Configuration Planning, if completed, should provide the administrator with the information needed to create most of not all of the new groups required by the tenant.

In the lower right-hand corner of the Create Group window is a small double-line triangle. Users can click on it to drag the corner of the window in or out to adjust the window size. All associated text boxes and grids expand in unison.

To create a new Group, use the following steps:

  1. Access the Administration > Groups tab.
  2. Click New Group.
  3. The Create Group window pops up.
  4. Group Name text box: Enter the name for the group. Group Names should not include special characters such as a comma (,) or a semicolon (;) as custom searching and reports will fail. Examples of group names are New Sales, Technical Support, Marketing and Toll-Frees.
  5. Group Type drop-down box: Click the drop-down menu. Each group type shows its unique, available resources for selection.
    • User: Creates a group containing Agent IDs, Mobility IDs, and/or User IDs. If Inactive Users should be included in the Group, click the Show Inactive Users checkbox. Any users that have been deactivated will show in the list of Available Resources for selection, if desired.
    • Contact Point: Creates a group containing incoming contact points or dialed numbers such as toll-frees, DNIS and inbound PTSN and toll-free numbers.
  6. Search text box: Here on the Create Group window, this quick search text box provides users with a quick filter search of the Available and Selected Resources grids. Entering a first or last name, Agent ID, or User ID will immediately refine the list to display only those items that match what was entered.  This is helpful to prevent replication of Group names.
    • Available Resources table: Select from this table the appropriate resources to be added to the group. Click the Add (>>) or Remove (<<) button or drag/drop them to move selections to the Selected Resources table.
    • Selected Resources table: Contains the list of selected resources to be used with this group. To remove selected resources from the group, highlight them in the Selected Resources table and then click Remove (<<) or drag/drop them to the Available Resources table.
  7. Click OK
  8. Click OK again.
  9. Click OK once more in the Groups added confirmation window.
  10. The new group appears in the Groups table.
  11. The Create Group window will remain open to allow the user to create another group.
  12. Click Exit when finished adding groups.