Working with Distribution Lists

Contact centers and application groups must be assigned to distribution lists in order for contacts to receive e-mail notifications about threshold violation alerts or peripheral offline alerts that are created for applications or contact groups related to the application groups or contact centers.

Contact Center Advisor sends e-mail to a distribution list if an external source system has not provided updated real-time data within a configurable interval. See System Configuration. When sending this e-mail, Contact Center Advisor ignores the Distribution Alert settings of the distribution list, even though at least one checkbox must be selected. Contact Center Advisor also ignores the application groups and contact centers assigned to such a list when sending e-mail about these failures.

E-mail alerts are not sent to users who have no object permissions configured in Genesys Configuration Manager to the contact centers, application groups, and geographic regions related to the alert. See Role Based Access Control. Each distribution list must always have at least one contact center and one application group associated with it. If you select individual distribution list members, you must assign any members added in the future manually. When assigning a network contact center, you may also add its related agent group contact centers.

Maintaining distribution lists

If you select individual distribution list members, you must assign any members added in the future manually. When assigning a network contact center, you may also add its related agent group contact centers.

Start Procedure

1. On the navigation bar, select Distribution Lists.
   The Distribution Lists page displays.
2. To add a new distribution list, do one of the following:
   • Click New and begin adding details in the Create/Edit panel.
   • Click in the Name field and begin adding details in the Create/Edit panel.
3. To edit a distribution list, do one of the following:
   • Check its check box in the upper panel and edit the details in the Create/Edit panel.
   • Search for it using the Search feature above the upper panel, then check its check box and edit the details in the Create/Edit panel.
4. Click the Save button.
   A confirmation message displays.

Deleting a distribution list

Delete a distribution list to stop subsequent alert notifications. Note that you can deactivate a distribution list instead of deleting it to avoid the need to reenter it in the future.

Start Procedure

1. On the navigation bar, select Distribution Lists.
   The Distribution Lists page displays.
2. To display the details of a user, either select the check box for a user from the list in the upper panel, or search for a specific user and then select the checkbox associated with that user.
3. Click the Delete button.
   A confirmation window displays.
4. To confirm the deletion, click OK.
   A message confirms the deletion.