Add New Resources

You must have the default Administrator role or a custom role that includes the Administration > Resources >Contact Point > Create permission to create Contact Point or DNIS resources.

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 resources required by the tenant.

Use these steps to create a Contact Point resource:

  1. Access the Administration > Resources tab.
  2. Click New Resource.
  3. The Create Resource window pops up.
  4. Enter the following:
    1. Resource: Enter a dialed number, toll-free, DNIS or reference ID number.
    2. Description: Enter a short text description about the resource, such as Toll-Free Tech Support, Toll-Free New Sales, Toll-Free - Marketing or DNIS - New Sales.
    3. Resource Type: Select the Type of resource this data will be. Choices currently available are:
      • Contact Point: For the number the incoming call used, such as what a customer dialed or a DNIS supplied.
      • Interaction ID: Not used at this time.
      • Flow ID: Not used at this time
  5. Click OK.
  6. Click Clear to clear all entries and start over.
  7. Click Exit to leave the task.

Resource Usage Tips

  • Resource Labels are used in custom search parameters, report settings or assigned resources for users.
  • Type in a full telephone number for a dialed number.
    • Add a wildcard (*) character to include a set of phone numbers starting/including/ending with a set of numbers.
    • Inserting a wildcard at the end of string (1-800-956-*) will search for values that begin with those numbers.
    • Inserting a wildcard at the beginning of a string (*-956-2879) will search for values that end with those numbers.
    • Inserting a wildcard at both the beginning and end of a string (*956*) will search for values that contain the numbers.
  • Enter short, useful descriptions, client names or accounts in the Description box.