Managing Groups

A Group is a customized grouping of members, which can include individual contacts (persons), phone numbers (profiles), and other groups.

Groups provide Group Owners (Team Managers) access to Business Intelligence reporting including Talk Time, Live Answer, and Call Activity reports for all group members. See Using Talk Time Reports, Using Live Answer Reports, and Using Call Activity Reports for information about these features.

Viewing Groups

You can view a list of Groups for a particular location or for your entire organization.

The following information is displayed for each Group on the Groups page of the Account Portal:

• Name - the name of the group
• Description - a short description of the group
• Created - the date the group was created

To view a list of groups:

1. Log in to the Account Portal.
2. On the Organization menu, under Account, click Groups.
3. To filter the list, do one of the following:
   • In the list above the toolbar, select the location to view.
   • Type your filter criteria in the search field on the toolbar.
   • Type your filter criteria under the appropriate column heading.

Viewing Group Members

1. Log in to the Account Portal.
2. On the Organization menu, under Account, click Groups.
3. In the Name column, right-click the name of the group you want to view members of and then click Members.
   The View Members dialog box appears.
4. Under Group Members, select one of the following in the list:
   • Group - to view all groups that are members of the currently selected group.
   • Person - to view all contacts that are members of the currently selected group.
   • Profile - to view all profiles that are members of the currently selected group.
   • Telephone Number - to view all telephone numbers for profiles and users that are members of the currently selected group.
5. Click Close to close the dialog box.

Creating a Group

If you are a Decision Maker or Phone Manager, you can create a group by adding individual members or by adding other groups. You can designate a Group Owner (Team Manager) for each group you create.

Watch the following video for detailed information about creating groups.

To create a group:

1. Log in to the Account Portal.
2. On the Organization menu, under Account, click Groups.
3. Click Add on the toolbar.
   The Manage Group dialog box appears.
4. In the Properties panel, do the following:
   1. In the Group Name field, type a name for the group.
   2. In the Description field, type a short description of the group.
   3. Next to Group Scope, select one of the following:
      • Account - to include members from multiple locations
      • Location - to include members from a specific location only
   4. If you selected Location, select the location to select members from in the Location list.
   5. Click Next.
5. In the Members panel, do the following:
   1. Do one or more of the following to select the profiles, persons, and existing groups to add as members of the new group:
      • Select the Import Members checkbox to add all users from the selected account or location (as well as any users added to the account or location in the future) as members of the new group.
      • Click Add All to add all profiles, persons, and existing groups from the selected account or location as members of the new group.
      • Click next to Person, Profile, or Group, and then select the Add checkbox next to each person, profile, or existing group you want to add as a member of the new group.
        NOTE: In order for business intelligence reports to function properly for all members of a scope group, the member must be added to the group by Profile. Adding a Person to the group ties the user’s contact information to the group, not the user’s phone profile. It is typically best practice to add members by both Person and Profile.
      • Click Group members to review the profiles, persons, and existing groups you have selected to include in and exclude from the new group.
      • Click Remove All to remove all member selections.
   2. Click Next.
6. (Optional) In the Owners panel, do the following:
   1. Select one of the following:
      • Persons - to select a person to designate as a Group Owner.
      • Groups - to select an existing group to designate as a Group Owner.
   2. Do one of the following:
      • Click each person or group you want to designate as a Group Owner for the new group, and then click .
      • Click to designate all persons or groups in the list as Group Owners for the new group.
      • In the Find field, type the name of the person or group you want to designate as a group owner for the new group, and then double-click the name.
   3. Click Finish.

Editing a Group

1. Log in to the Account Portal.
2. On the Organization menu, under Account, click Groups.
3. In the Name column, click the name of the group you want to edit.
   The Edit Group dialog box appears.
4. In the Properties pane, make any desired changes to the group name, description, scope, or location, and then click Next.
5. In the Members pane, make any desired changes to the members and then click Next.
   NOTE: To exclude specific profiles or persons of an existing group that you have added, select the Exclude checkbox next to each of the profiles or persons you do not want to include as a member of the group.
6. In the Owners pane, make any desired changes to the group owners and then click Finish.

Deleting a Group

1. Log in to the Account Portal.
2. On the Organization menu, under Account, click Groups.
3. In the Name column, right-click the name of the group you want to delete, and then click Delete.
4. When prompted, click Yes to confirm that you want to delete the group.

Enabling Partner Access
Using Business Intelligence Data
Viewing a List of Authorized Contacts
Roles and Permissions
Managing User Groups
MiCloud Account Portal Documentation