Create and edit data source groups

Procedure 

  1. Click Recording Management > Data Sources > Data Source Groups.

  2. Select a 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. in the left pane.

    In a multi-tenant enabled environment, the tenant to which the selected data source is associated displays in parentheses in the screen heading. An organization belongs to a tenant. When a data source is associated to an organization, the screen heading displays the tenant to which the organization belongs. The data source can be associated to a particular tenant or have the Shared status. A data source associated to a particular tenant processes data only for that tenant. A data source that has the Shared status processes data for all tenants in the system.

  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—This is a unique value, determined by your switch type.

      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 options that appear under Type are determined by the switch type you have assigned to the data source, as follows. You must enter the number corresponding to the option you choose as the Data Source Group Name, above.

      Switch Type

      Data Source Group Type Options

      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 employee becomes available.

      Cisco, Genesys, or Interactive Intelligence

      Select Route Points or Agent Groups.

      Unify (Siemens)

      Select Call Queue.

      Please refer to your switch documentation for more information about the distinctions between these options.

      Do not configure agent group/hunt group extensions as phone extensions in any other places, otherwise you will not receive AgentLoggedOn/Off events from the CTI switch.

    • Average Work Time—Shows the average work time in hours for the group. Not applicable for data sources that are associated only with the Recorder Integration Service.

  5. Click Save.

Related topics 

Upload data source group information

Create data source groups