Creating Services

To create a service:

  1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create the service.

  2. In the Folder Tree panel, click Resource, and then click Service.

  3. Enter a unique name of up to 32 characters for the service. This can only contain alphanumeric characters, periods and underscores.

  4. Complete the remaining fields as described in the Service Fields section.

  5. Click Save.

Service Fields

This table shows the tabs and fields available for services.

 

Field

Description

Entry

Default

Required

Details Tab

Name

A unique name for the record.

Note: This may not be the same as the name by which the item is known on the remote equipment (Enterprise Name on the Advanced tab). Changing this name will not change the enterprise name or the name on the remote equipment. Changes to the name on the remote equipment will be reflected in the enterprise name, but under some circumstances, may not change the name shown here.

Unique. Up to 32 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

Null

Yes

Description

A description of the record.

Up to 255 characters.

Null

No

Path

Only shown when resource is first created. The location in the folder tree where the resource is to be created.

Click on the drop-down arrow to show the folder tree, then select the required location.

Current location in folder tree

Yes

Peripheral

The peripheral to associate this service with.

Select from drop-down.

Null

Yes

Peripheral Name

The name to be specified for this service at the peripheral

Up to 32 characters.

Null

Yes

Service Level Type

How the service level is calculated.

Select from drop-down:

  • Default: Use the default specified for the peripheral

  • Ignore Abandoned Calls: Do not include abandoned calls in the calculation

  • Abandoned Calls: have Negative Impact Abandoned calls count as exceeding the service level threshold

  • Abandoned Calls: have Positive Impact Abandoned calls count as having been promptly answered

For services associated with non-voice MRDs or associated with Peripherals that have a ClientType of 30 (Enterprise Agent) or ClientType of 51 (System PG), only the Default and Ignore Abandoned Calls options are available.

For services associated with a Communications Manager, this is always Ignore Abandoned Calls.

Default

Yes

Service Level Threshold

The acceptable time limit in seconds during which a call should be answered.

0 to 1000000, or blank, to disable service level calculation and force the router to use the service level threshold of the associated MRD peripheral. If this field is negative, the value of the Service Level Threshold field in the Peripheral table is used.

Null

Yes

Skill Groups Tab

Skill Groups

The Skill Groups to associate with this service

Select from lower list of available skill groups and click Add to associate the checked skill groups with this label. To remove a skill group’s association from this service, select from upper list and click Remove.

Null

No

Advanced Tab

Enterprise Name

The name used to identify the item on the remote equipment. Leave blank to auto-generate a unique name.

Note: If the item is created by importing from the remote equipment, this name will match the eGain Analytics name (Name on the Details tab). Changes to the name on the remote equipment will be reflected here, but under some circumstances, will not affect the eGain Analytics name.

Unique. Up to 32 characters, letters, numbers, and underscore characters only. Must begin with letter or number.

From Name

Yes

Department

(Only shown for organizations that are not small contact center organizations, and are associated with Unified CCE instances running Unified CCE version 10.5 or later). The department that this resource is associated with.

Select from the drop-down list of available departments.

None

No

Peripheral Number

The number to be specified for this service at the peripheral.

0 to 999999999.

Null

Yes

Media Routing Domain

The media routing domain associated with this service.

Select from list.

Null

Yes

Active From Date

The date from which this service should be active within the system

Select date from calendar.

Current Date

Yes

Active To Date

The date after which this service should be deleted from the system

Either leave Forever checked, or uncheck Forever and select date from calendar.

Forever

No

Custom Data Tab

Key

The key for this custom data item.

Unique. Up to 50 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

If this resource type has default keys defined in a custom data template, there will be a an initial entry for each default key.

Either an entry for each default key, or null if no default keys.

No

Value

The value to associate with this key.

Up to 500 characters.

To add a new custom data key-value pair, complete both fields, and click Add. You can have a maximum of ten custom data key-value pairs.

To edit an existing key-value pair, rest the mouse briefly on the entry, select the edit icon ( ) and make your changes. Then select the tick to confirm the change, or the cross to undo the change.

To delete an existing key-value pair, rest the mouse briefly on the entry, select the delete icon ( ), then click OK to confirm the deletion.

Note: For predefined default keys you cannot delete the entry or edit the key field. You can only edit the value field.

Null

No, for predefined default keys. Yes if new key being defined.
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