Creating or editing a data source group

Procedure 

1. Navigate to Data Sources > Data Source Groups in either the Integration Management or Recording Management module.

2. Select a Data Source in the left pane.

3. Do one of the following:

• Click Create Group to create a new Data Source group for the selected Data Source.

• Select a Data Source group in the right pane and click Edit Group to edit an existing group.

4. Complete the following fields:

   • Data Source Group Name—Type a unique name for the group. For Recorder configurations, it is determined by your switch type.

     This is the identifier for the data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. group record. This field should auto-populate new group names as they occur in CSI adapter imports. The data source group name is then mapped to queues in the Queue Group Mapping section.

     For example, if your switch is Avaya, you would select either Hunt Group or VDN as the group “Type” (as described in the table below), then enter the actual hunt group or VDN number configured in the customer’s switch. Refer to the table below for complete details.

   • Description—Type a description of the group (optional).

   • Type—The available options in the drop-down list box depend on the switch type you assigned to the data source in the procedure Creating data sources. The options include the following:

     Type	Description
     Aastra	Select Hunt Group (to distribute phone calls from a single telephone number to a group of several phone lines).
     Alcatel	Select Pilot Number. Pilot Number is a term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics. used to refer to an Agent Group.
     Aspect	For a phone data source, select Trunk Group or Agent Groups. For a dialer data source, select Call Queue or Agent Groups.
     Avaya	For a phone data source, select one of the following: Hunt Group - to distribute phone calls from a single telephone number to a group of several phone lines). VDN - Vector Directory Number, which is a soft extension number. For a dialer data source, select Call Queue or Agent Groups.
     Nortel	Select one of the following: CDN - Controlled Directory Number, wherein calls are queued and can be routed or receive other commands. ACD Queue DN (QDN) - an Automatic Call Distribution Queue, in which calls are held until an agent becomes available.
     Cisco or Genesys	Select Route Points or Agent Groups.
     Siemens	Select Call Queue.
     Trunk Group	Collection of trunks used for the same purpose. An example is a trunk group of outbound trunks used for making outbound calls from a PBX.
     Route Points	A queueing mechanism in a PBX to allow calls to wait for an available employee or be routed to different employees or locations based on information in the specific call.
     Agent Groups	A collection Group of back-office Contributions from one or more employees connected to a single customer or account captured by DPA. Collections are used for analyzing and improving back-office efficiency and quality. of similar employees in a call center configured to handle the same type of calls
     Hunt Group	Incoming calls are passed from extension to extension within the group until the call is accepted, such that phone calls are distributed from a single telephone number to a group of several phone lines.
     Pilot Number	This is a term used to refer to an Agent Group.
     VDN	Vector Directory Number, which is a soft extension number
     CDN	Controlled Directory Number, wherein calls are queued and can be routed or receive other commands.
     ACD Queue DN (QDN)	Automatic Call Distribution Queue, in which calls are held until an employee becomes available.
     Call Queue	Calls are held until an employee is available.

     See your switch documentation for more information about the distinctions between the above options, and select one of the following:

     • Average Work Time—Shows the average work time in hours for the group, applicable only in the Workforce Management application, if licensed.

5. Click Save.