Section: II.J
Call Routing (patent pending)In order to create new groups or edit old ones, you need to edit the file 'groups.cfg' which is located in the '/callsite/server/' directory.
A typical groups.cfg file is shown below:
|
ActiveGroups=netdive,test
[netdive] users=john,tedd,dave,waseem
[test] |
The fields used in this file have been explained below:
(1) [Group name]
This is the name of the group to which the agents belong to. The group name should always be placed within square brackets.
(2) users=<string>
The names of the CallSite agents can be specified here. You can put the names of as many agents as you want separated by commas. The names of the agents belonging to a particular group must be placed under that particular group name.
(3) email=<string>
You should specify the email address of a particular agent group for this value. When none of the agents in a group are online, the customers can send an email to this address so that the agents can get back to them later on.
Please refer to the Applet Call Center section to know how to configure Call Button Applets to call groups.
