Moving Resources

To move a resource, users need the appropriate permissions to manage the resource type, and to access the source and destination folders. The resource inherits the security defined for the new location. When a remote resource is moved to a different organization, the resource is marked as deleted at its old location and recreated under the new organization.

For detailed information about moving resources, see the information about equipment mappings in the eGain Analytics Administration Guide.

To move resources:

In Resource Manager, in the Folder Tree panel, select the location that contains the resource or resources you want to move.
If you selected a resource filter from the Folder Tree panel then the Items panel shows a list view showing the resources of that type at that location.
If you selected any other folder from the Folder Tree panel, the Items panel shows a summary view, showing the resource types at that location. In this case, click on a resource type to see the list of resources of that type.
Check the box or boxes of the resource or resources to be moved.
Click the Move button.
The Move the Current Items page will be displayed, showing the folder tree.
In the folder tree, select the location to move the item or items to.
Click Save to begin the move operation.
A confirmation message is displayed. You will be returned to the main Resource Manager page automatically after 5 seconds, or you can click OK to return to the main Resource Manager page immediately.

Moving a Resource to a Different Tenant

When a resource is moved out of a organization, the resource is no longer owned by that organization. The original resource is deleted and a new resource is recreated at the new location. The user is asked whether related audit data and reporting data should be moved with the resource, or remain with the deleted resource.

No changes are performed on the remote equipment during this change.

Moving Remote Resources Owned by Remote Tenants

In Unified CCE the following types of resource can belong to a Remote Tenant:

Dialed Number
Call Type
Label
Network VRU Script
Scheduled Target
Routing Script

eGain Analytics automatically manages which resources belong to which Remote Tenant according to where they are located in the folder tree. A resource which is located anywhere under a Remote Tenant mapped folder is associated with and belongs to that Remote Tenant.

If a resource is moved out of a Remote Tenant folder then the user is prompted for confirmation. If the user continues, the resource is disassociated from the Remote Tenant on the Unified CCE, and deleted and recreated at the new location. The user is asked whether related audit data and reporting data should be moved with the resource, or remain with the deleted resource.

When a resource is moved into a Remote Tenant mapped folder, an association to that Remote Tenant is created on the Unified CCE.

If the resource is referenced by a customer-specific Unified CCE script or has a membership to any other items which have a Remote Tenant mapping then it cannot be moved to another Remote Tenant. For example, you cannot move a label out of a folder which has a Remote Tenant mapping if the label is referenced by a script which has a Remote Tenant association. To move the label, first remove it from the script or make the script visible to all customers using the Unified CCE Script Editor.

Provisioning of Scheduled Targets is not supported, so any move which requires a change of Remote Tenant will not be allowed. Likewise if a Routing Script move results in a change of Remote Tenant ownership and Script Provisioning is disabled in Cluster Configuration, the move operation will be aborted.

Resources owned by Remote Tenants that do not have a folder mapping will not have their Remote Tenant ownership changed unless they are moved under a folder with a Remote Tenant mapping.

Moving Resources Using AW tools

If the ownership of a resource is changed outside eGain Analytics, by using the Admin Workstation (AW) and changing the Customer Definition ID, the change will be imported into eGain Analytics on the next import cycle.

This change will disable the resource at the old location and create a new instance of the resource under the new tenant.

The old resource instance will retain its historical audit and reporting data. Any new audit or reporting data since the change of ownership will be associated with the new resource instance.

Moving Resources in Non-Provisionable Unified CCEs

Non-provisionable Unified CCEs are those where provisioning is not licensed or where the Unified CCE is not configured to provision in the Cluster Configuration tool. The Remote Tenant memberships of items on non-provisionable Unified CCEs are not managed, therefore changes of Remote Ownership as a result of moving items is not written to the Unified CCE.

If the Unified CCE later becomes provisionable, the Data Import Server will move out of place resources on the next import cycle. Resources in Remote Tenant mapped folders that do not belong there will be moved out. Likewise those resources that are associated with a Remote Tenant but are not located under the Remote Tenant mapped folder will be moved in.