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Excerpt


Field or section

Description

Group ID

A unique ID for the group.

Note

You cannot edit the ID later.


Name

The name of the group for display purposes. This name can describe what the group is for. For example, Demo Group.

Type the name you want to appear in the user interface in relation to this group.

Max Unexpected (s)

The maximum time, in seconds, that a user in the group can be in any of the Unexpected or Fault states, such as Fault on Line, No Answer, or Line Busy. The default is 10 seconds. At the end of the maximum time, the user's state is changed to Ready.

Info

If you have enabled the inbound missed call behavior for your account, that behavior overrides the Max Unexpected(s) setting.


Note

The Max Unexpected(s) setting only applies in interaction plans that use Automatic Call Distributor (ACD) applets to route interactions to the longest waiting users. The Max Unexpected(s) setting does not apply in interaction plans that are configured for skills-based routing, that is, use Universal Contact Distributor (UCD) applets. In the latter case, the maximum time that a user can be in any of the Unexpected or Fault states is three minutes. This setting is overridden if your account is configured to leave users in the No Answer state in which case the user remains in the No Answer state until they manually change their state.


Max WrapUp (s)

The maximum time, in seconds, that a user in the group can be in the Wrap Up (Auto) state. The default is 10 seconds. At the end of the maximum time, the user's state is changed to Ready.

Note

The Max WrapUp(s) setting only applies in interaction plans that use Automatic Call Distributor (ACD) applets to route interactions to the longest waiting users. The Max WrapUp(s) setting does not apply in interaction plans that are configured for skills-based routing, that is, use Universal Contact Distributor (UCD) applets. In the latter case, you can configure the maximum time that a user can be in a WrapUp state in the UCD applet. For information about configuring the Wrapup time in a UCD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. 


Users

The USERS section contains a list of the users that are in this group.

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To view or change the users in this group, click USERS. A new group contains only a text field; an existing group contains a list of users currently in the group in addition to the text field.

To add a user to the group, click in the text field and, optionally, start typing the name of the user you wish to add. A list of available users, filtered by any text you have typed, appears. Click the user you want to add. The list remains visible so you can add multiple users.
To add all available users to the group, click Add All.
To remove all currently added users from the group, click Clear All.
To remove an existing user, click the X icon alongside the user's name.