About Departments

A department is a grouping of related resources according to user-defined business needs. You can create a department, then add various resources to it, to reflect your particular organization.

The following resources can be added to a department:

• Agents

• Agent desktops

• Agent teams

• Precision attributes

• Call types

• Dialed numbers

• Enterprise skill groups

• Network VRU scripts

• Persons

• Precision queues

• Services

• Skill groups

For example, you may create a department called Sales then include in it all the agents, agent teams, call types, dialed numbers and skill groups that relate to the sales function. A resource can only be included in one department.

Department resources can only be created on organizations that are associated with a Unified CCE instance running Unified CCE version 10.0 or later. To add a resource to a department or remove a resource from a department, you must edit the resource you want to add or remove, not the department. A resource created in a small contact center enabled organization or folder is by default mapped to the associated small contact center department.

Related Information

• Creating a Department

• Editing a Department

• Deleting a Department