Groups

Groups in Meridix Studio (MS) are a collection of subscribers. A group is a logical unit and does not need to match any physical groupings that may exist in the exchange or exchanges. You can also mix different types of subscribes in a group and they can be associated with any exchange. For example a Support department may have a couple of extensions, an ACD group as well as an Attendant and each of these subscribers can reside in different exchanges. But to allow easy access to the statistics for this department a group can be created with all these subscribers included.

MS is a context sensitive system which means that when you try to make an ACD report on the Support department group only the subscribers from that group with the type of ACD group is used. If you are trying to create a report that needs subscribers of a type that is not present in the Support group it will not be shown in the list of available groups.

Two groups can contain overlapping subscribers i.e. two different subscribers that point to the same underlying data e.g. the same extension. They can have different descriptions and are actually two separate subscribers but they are pointing at the same underlying data.The reason that this is possible in MS is that an subscriber may logically be present in both the group London (which contains all the extension at the London office) as well as in the group Support (since its used by a support technician) and is therefore a member of two separate groups that is grouped by different attributes, in the first case by the location and in the second by type of department.

If you create a report on these two groups individually the result will be correct even in the total row but if you select both groups the total row will contain the data for the extension that exist in both groups twice. Each group row will always display the correct values but since the total row summarizes the rows, calls will be counted more than once for the overlapping subscribers.
If this is a problem for you organizations it can be avoided by not using the overlapping group function and only define each subscriber once.
See the example below for a description about how overlapping groups affect the total value.