IPK Groups
You can define IPK Groups and add analysts to these groups so that calls can be forwarded to an entire group of people instead of only to an individual.
Any member of the group can then pick up the call and action it.
You may define as many groups as you wish. When a group is updated, all analysts linked to this group will remain linked to the new group, that is, only the group name is changed.
IPK Groups can be assigned to individual analysts from the IPK Groups tab in their Person Details, or to IPK Security Roles which are in turn assigned to analysts from the tab in their Person Details.
Creating an IPK Group
Display the IPK Groups window if it is not already on screen.
Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available.
In the Explorer pane, expand Security.
Select the IPK Groups option from the Explorer pane. The IPK Groups window appears, listing the existing IPK groups.
Select the New icon.
Complete the details as follows, scrolling across the window if necessary:
Below the table, there are further options relating to partitioning and recipients. Complete as follows:
Select to save the changes. Provide the Change Reasons if prompted to do so.
Once the group is defined, Analysts can then be allocated to it in their Person Details.
Identifying SLM Notification Recipients
You can configure analysts or groups to automatically receive notification of agreement escalation and breach events. The people receiving these notifications are known as recipients.
When creating an IPK or Workflow Group and selecting an agreement escalation or breach event, you can set up the recipients based on:
Whether the group is the current owner of the call, request, or task at Escalation Recipients for Group (current), or
Whether the call, request, or task has been forwarded to the group, at Escalation Recipients for Group (forward)
For IPK groups, you can define recipients for the following events:
First Call Back
Response
Resolve (includes up to 3 levels of escalation)
Action
For Workflow groups, you can define recipients for the following events:
Resolve (includes up to 3 levels of escalation)
Action
Recipients are defined on the Recipients dialog box. This window can be accessed from many windows, including IPK Groups, IPK Thresholds, Workflow Thresholds, or Send Email.
To identify recipients for SLM notifications, take the following steps:
Select the event for which you want to specify a recipient.
In the Recipients dialog box, use the search options to define the search criteria. For example, to display Analysts belonging to a specific Organization, select the People radio button and specify the organization in the Organization field.
Select Find.
In the Results table, select the recipient(s) you want notified, using the Ctrl or Shift keys to select more than one.
Select Add to add the recipient(s) to the Selected Recipients table.
Select the Email and/or Pager tick boxes next to the recipient(s) name(s) to indicate the method of notification.
Select Ok to save the details and return to the IPK Groups window.
Repeat for each SLM event for which you want to identify notification recipients.
You can remove recipients from the Selected Recipients table by selecting .
Viewing IPK Groups
Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available. In the Explorer pane, expand Security.
Select the IPK Groups option from the Explorer pane. The IPK Groups window appears, listing the existing IPK groups in a browse table.
Updating an IPK Group
You can update the details held on an IPK group to reflect changes to the company. When a group is updated, all Analysts linked to this group will remain linked to the new group; that is, only the group name or settings are changed.
Display the IPK Groups window if it is not already on screen.
Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available. In the Explorer pane, expand Security.
Select the IPK Groups option from the Explorer pane. The IPK Groups window appears, listing the existing IPK groups.
Update the details as necessary.
Select to save the changes. Provide the Change Reasons if prompted to do so.
Deleting an IPK Group
If you no longer need an IPK group, you can delete it.
Before you Start
Before deleting the group, all linked entities, such as person records, calls, security roles, should be updated to a new group.
You cannot restore deleted IPK groups, you must create them again.
Entities linked to the deleted group will remain linked until a new group is selected, and will display the deleted group with an asterisk beside the name to indicate it is a deleted value.
You cannot delete the default IPK group. You will receive an error message if you attempt to do so.
Display the IPK Groups window if it is not already on screen.
Select the Menu button, then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available.
In the Explorer pane, expand Security.
Select the IPK Groups option from the Explorer pane. The IPK Groups window appears, listing the existing IPK groups.
Select the group you want to delete.
Select the Delete icon. The group disappears from the browse table. However, it is not deleted from the database until you save the changes.
If it is the default group for any analysts, you will receive a warning message asking if you wish to continue.
Select to save the changes. Provide the Change Reasons if prompted to do so.