Grouping expressions

Multimedia Contact Center enables users to group expressions, facilitating construction of detailed and specific conditions. While grouping is associated with a number of different activities, configurations, and dialogs, the grouping clauses are consistent throughout Multimedia Contact Center. Expressions within a group may also be grouped together to create nested levels of sub-groups within a single group.

Note:

We recommend you do not exceed eight levels of grouping within a group of expressions even though Multimedia Contact Center is capable of handling greater than eight levels of grouping.

Expressions may be grouped by one of two clauses:

AND: Expressions grouped by the AND clause require that all the expressions in a group be met to successfully meet the condition.
Note:
If no grouping is selected, the AND clause is applied by default.
OR: Expressions grouped by the OR clause require that only one of the expressions in a group be met to successfully meet the condition.

To group expressions

Press the CTRL or Shift key and select the expressions you want to group. Clicking 'CTRL' enables you to select items one at a time and omit items from selection. Clicking 'Shift' selects a span of items.
Click either the Group AND or Group OR buttons.
Note:
You can change the grouping clause by selecting the drop-down beside 'And' or 'Or', and changing your selection.

To ungroup grouped expressions

Click the group’s drop-down menu button.
Select Ungroup.

To add a new expression to a group

Click the group’s drop-down menu button.
Select Add.
Note:
If you cannot add an expression to an existing group, ungroup the expression and then regroup it with the expression you want to add.

To remove a single expression from a group

Click the expression’s drop-down menu button.
Select Ungroup.