1. Using Collaboration Service
  2. Broadcast Messages to Supervisor Groups or Helpdesk Groups

Broadcast Messages to Supervisor Groups or Helpdesk Groups

If you are a supervisor or a helpdesk operator, use the Group Message option on the Collaboration window to perform these actions:

  • Select supervisor groups and broadcast a message or initiate a conference.

  • Select helpdesk groups and broadcast a message or initiate a conference.

Be aware of these points:

  • If you are a supervisor, you can broadcast message to all the members in a supervisor group, even if the visibility between you and the members of the group is not configured. However, you cannot have a one-to-one chat with another supervisor user, if the visibility is not configured between the groups (that is, if you and the user belong to different groups).

  • If you are a supervisor, you can can initiate a conference to all the members in a supervisor group, even if the visibility between you and members of the group is not configured. However, you cannot have a one-to-one chat with a user, if the visibility is not configured between the groups (that is, if you and the user belong to different groups).

  • If there is only one user in a supervisor group, then a one-to-one conversation is initiated, only if the user has permissions to chat with another user.

To broadcast a message in a group or initiate a conference with the team members:

  1. Log in to the Manage interface as a supervisor user.
  2. From the Collaboration window, click the new conversation icon New conversation icon to start a new group message..
  3. Click Group Message and then click User Groups.
    The supervisor groups that you monitor and the collaboration user groups that are visible to you are displayed.
  4. Select the required user groups and click Next.
  5. Click the Broadcast or Conference option and the click Start Broadcast or Start Conference.
  6. Type the message in the Broadcast or Conference window and click the send icon.
    The message is sent to the users in the selected user groups.
  7. Click Recipients to view the broadcast attributes such as acknowledged, read, successfully delivered, and not delivered counts.
  8. Similarly, if you are a helpdesk operator, use these steps to broadcast a message or initiate a conference:
    1. Log in to Oracle Fusion Field Service Core Application as a helpdesk operator.
    2. Repeat steps 2 through 7.