A contact group is a group of contacts that you can use for segmentation and within a contact flow.
To create a contact group:
On the Configure tab, click Contacts > Contacts. The Contacts window appears.
On theGroupstab, clickAdd. TheContact Groupwindow appears.
Specify values in the following fields, and then clickOK.
Field
Description
Group Name
Name for the group.
Caller ID
Caller ID for the contact group.
Callback Number
Callback number for the contact group.
Email
Email address for the contact group.
Code
SMS code for the contact group.
The contact group appears on theGroupstab.
ClickSave. The contact group is created.
This contact group appears as an option in the following fields:
Group, when creating or modifying a contact on theContactstab of theContactswindow.
Contact Group, when creating or modifying a Do-Not-Contact (DNC) phone number on thePhone Numbertab of theDNCwindow.
DNC Contact Group, when modifying the service settings on theSettingstab of theServiceswindow.
After a contact group is created, the following tabs appear in theContact Groupwindow:
Associated Contacts:Displays the contacts associated with the contact group.
Associated DNC: Displays the DNC phone numbers associated with the contact group.
Associated Services: Displays the services associated with the contact group.
When creating a campaign through the contact manager, you can define the contact group to be the source for caller ID or callback number. This enables you to group agents in a single service or call center without the need to split the campaign.
On theGroupstab:
You can modify a contact group by double-clicking the row displaying the group.
You can delete a contact group that is not associated with any entities (contacts, DNC, and services) by hovering over the row displaying the group and then clicking the close icon.
After you create, modify, or delete a contact group, click Save.