Communication type (Members)

Owned by Olesya Tantsyura
Last updated: Mar 22, 2024
5 min read

1. Description

It is designed for adding and editing types of communication with the member.

It consists of the following elements:

  1. Creation tool (Fig.1(1));

  2. Registry (Fig.1(2)).

Fig. 1. Communication type tab

1.1. Creation tool

The Communication type modal window opens (Fig.2) after clicking on the add button (Fig.1 (1)).

Fig. 2. Communication type modal window

1.1.1. Communication type modal window

It consists of the following elements:

  1. Destination;

  2. Communication type;

  3. Resource;

  4. Display number;

  5. Priority;

  6. Description.

1.1.1.1. Destination

The member's contact information is entered here, for example, a phone number. 

1.1.1.2. Communication type

Here you select a communication type for the Destination.

When you click on the Communication type field, a drop-down list opens from which the communication type is selected. If the required communication type is not in the drop-down list, use the Communication type field as a search field.

How to create a new communication type can be found here.

1.1.1.3. Resource

Here you select a resource for the destination.

When you click on the Resource field, a drop-down list opens from which the resource is selected. If the required resource is not in the drop-down list, use the Resource field as a search field.

How to create a new resource can be found here.

1.1.1.4. Display number

In this field, you can enter how the number will be displayed to an agent.

1.1.1.5. DTMF

Here enters data for additional dialing.

Numbers and letters w and W are allowed,
where:
W - a pause of 1 sec;
w - a pause of 0.5 sec.

For example, 

WW3w5 - a call came in, the receiver was picked up, and after two seconds, there was up to dialing 3, and then after another 0.5 seconds - 5.

1.1.1.5. Priority

Here you enter the priority of contact data relative to other contact data of this member.

1.1.1.6. Description

You can enter a description of the contact information being added in this field.

1.2. Registry

The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:

  1. Checkbox;

  2. Name;

  3. Type;

  4. Priority;

  5. Editing tool;

  6. Removal tool.

1.2.1. Checkbox

Used to select one or more entries. An additional removal tool appears after selecting one or more entries. Information about the number of records selected for deletion appears when you hover over this tool. A modal confirmation window appears after clicking the button. Clicking on the Delete button - deletes the object and the entry. Clicking the Cancel button closes the modal window, and the object is not deleted.

1.2.2. Name

The member's contact information is displayed here, for example, a phone number. 

1.2.3. Type

The connection type of the member's contact information is displayed here.

1.2.4. Priority

Displays the priority of contact information over other contact information for this subscriber. The higher the number, the higher the priority.

1.2.5. Editing tool

Use the edit button to edit a communication type. The Communication type modal window (Fig.2) opens after clicking the button. 

1.2.6. Removal tool

Fig. 3.  Modal confirmation window

2. Opportunities

2.1. Add a new member's contact details information

Goal

Add a new member's contact details information

Goal

Add a new member's contact details information

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues section in the Admin application;

  3. Permission to create, or edit, in the Queues section;

  4. The presence of a queue or the creation of a new one;

  5. The presence of a member or the creation of a new one.

Steps

 

  1. Click on the add button - . Communication type modal window opens.

  2. Enter data. The Add button becomes active.

  3. Click on the Add button.

Result

The modal window closes. Data saved. A communication type entry has been added to the registry.

2.2. Remove the communication type 

Goal

Remove the communication type 

Goal

Remove the communication type 

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues section in the Admin application;

  3. Permission to delete in the Queues section;

  4. The presence of a queue or the creation of a new one;

  5. The presence of a member or the creation of a new one;

  6. The presence of at least one entry of the communication type of the member.

Steps

 

  1. Find the entry you want to remove.

  2. Click the remove button - . A modal window opens to confirm the deletion;

  3. Click the Delete button.

Result

The modal window closes. The member's communication type has been removed.

2.3. Remove several communication types 

Goal

Remove several communication types 

Goal

Remove several communication types 

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues section in the Admin application;

  3. Permission to delete in the Queues section;

  4. The presence of a queue or the creation of a new one;

  5. The presence of a member or the creation of a new one;

  6. The presence of at least one entry of the communication type of the member.

Steps

 

  1. Find the entries you want to remove. Select them using the checkbox;

  2. Click on the remove button at the top of the registry. A modal window opens to confirm the deletion.

  3. Click the Delete button.

Result

The modal window closes. The member's communication types have been removed.

2.4. Change the communication type

Goal

Change the communication type

Goal

Change the communication type

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues section in the Admin application;

  3. Permission to create, or edit, in the Queues section;

  4. The presence of a queue or the creation of a new one;

  5. The presence of a member or the creation of a new one;

  6. The presence of at least one entry of the communication type of the member.

Steps

 

  1. Find the resource group entry to change.

  2. Click the edit button (). The Communication type modal window opens.

  3. Make changes.

  4. Click the Add button.

Result

The modal window closes. Changes saved.