Manage groups

Watch the how to video

View the Groups list

Add a group

Clone a group

Edit a group

Delete a group

View the Groups list

  1. On the navigation pane, click Organization.
  2. Click the Groups tab. The Groups list appears. For navigation information, see List view and How to search. The Queues, Folders, and Agents columns show the number of items assigned to the group.

Add a group

  1. On the Groups page, click Add. The New Group dialog appears.
  2. Enter the following information:
  • Name (required) — the name of the group.
  • Description — a description of the group.
  • Block international calls — whether to block outgoing international calls.
  • Block long distance calls — whether to block outgoing long distance calls.
  • Block local calls — whether to block outgoing local calls.
  • Agents — click Add items and select the agents for this group. See Filter for agents.
  • Primary queues — select the primary queues for this group.
  • Secondary queues — select the secondary queue for this group.
  • Block codes — select the block codes for this group.

Note

Block codes only affect long distance calls. The Block long distance calls check box supersedes any block codes you enter in Block codes.
  • Folders — select the folders for this group.
  • Release codes — select the release codes for this group. You can add the same release codes to multiple groups.
  • No release codes — whether you do not want this group to use release codes.

Note

If you select No release codes, agents in this group can still become Available or Unavailable.

  1. Click OK.

Clone a group

  • On the Groups page, select the item/s to clone.
  • Click and then click Clone Groups. The Clone Groups dialog appears.
  • Optionally added a prefix and/or suffix for the cloned groups.
  • Click OK.

Edit a group

  1. On the Groups page, click the item to edit. The Group: [Name] dialog appears.
  2. Edit the information. For details, see Add a group.
  3. Click OK.

Delete a group

  1. On the Groups page, select the item/s to delete.
  2. Click Delete and then confirm the deletion.