Deleting Objects

Use

You can remove objects by:

  • Selecting the object on the list and choosing Delete.

    This action deletes the object from the database and may have effects on system use.

    For example, when a user account is deleted:

    • There are limitations in showing in Online Monitoring the contacts that were handled by a user whose account later was deleted. It is possible to

      • view queue-related contacts

      • view direct contacts

      • listen to the call recordings.

      Viewing those contacts and listening to recordings requires rights to all users since rights to the actual user, or information about their membership, are deleted once the user account is deleted.

    • If the user is logged on, the deletion forces the user to log off.

    • All the user’s open e-mail channel contacts are returned to their respective queues.

  • Using the import tool

    This action deletes the object from the database and may have effects on the system use.

    CAUTION:

    Deleting several users simultaneously consumes system capacity and may affect system performance and stability. Perform massive import operations in such a time window that they will not impair contact center operation.

  • Disabling them

    This does not remove the object from the database, which means that information related to the object is still available. This may be important, for example, in case of users and queues. Therefore it is recommended that instead of deleting queues, disable them, and consider that also for users.

Prerequisites

  • For deleting an object, you must have rights for deleting.

  • For disabling an object, you must have right for modification.

Procedure

Disabling Users

  1. Create a user group for these former users.

  2. Mark the user name with a suitable indicator to separate it from active users.

  3. If the user has direct user rights, remove them.

  4. Move the user to the former users user group and then remove the user from any other user groups.

    By doing this, you ensure that you continue the have rights to manage settings and rights related to the user.

  5. Remove the extension number from the user.

    This number is now available to be used for new users.

  6. Add the user to the user group you have created.

Disabling Queues

  1. Mark the queue name with a suitable indicator to separate it from active queues.

  2. Remove the rights to serve in this queue from the users who have these rights.

  3. Leave rights to statistics, rights to manage contact history and listen to recordings to those users who need this information.

  4. Remove the queue from any queue groups.

  5. Remove the queue number or queue address from the queue.

    This number or address is now available to be used for new queues.

  6. Create a queue group for disabled queues and add the queue to this queue group.

Deleting Objects

  1. Search for the object you want to delete.

    A search result list appears.

  2. Click on the object row.

    Use the key combination Ctrl + A to select the whole list or hold down Shift or Ctrl and simultaneously click the rows you want to select.

  3. Choose Delete.

    A confirmation dialog window opens.

  4. Choose Yes.

  5. Note:

    When user accounts are deleted, some information about those accounts is saved in the Configuration Database to enable viewing the past contacts in Online Monitoring. If all user-related information must be destroyed, use procedure described in Operation Guide > User Management.