Dispatch groups are a way to categorize jobs. These categories (called referral groups) can be automatically assigned based on the type of call that creates the job, job’s device, and the job’s control zone. Users can change a job’s referral group with UpdateReferralCommand.

This table contains the set of valid dispatch group categories. Jobs created from calls get assigned a dispatch group category (see Call Quality below). The dispatch group category of a job gets stored in the DISP_GROUP_CAT column of the JOBS table. This field is not available for display to the end user.

 

 

 

This table contains the set of valid dispatch groups. The dispatch group of a job gets stored in the REFERRAL_GROUP column of the JOBS table and can be displayed in Work Agenda by configuring the REFERRAL_GROUP column.

 

 

This table contains the set of mappings between dispatch group categories, control zones, and device classes to determine the associated dispatch groups. Matching against both device class and dispatch group category is mutually exclusive, so both these values are held in the column 'key'.

 

 

Entries in the CALL_QUALITY configuration table with set_name=’dgroup_category’ are used to assign a dispatch group category to jobs created from calls. The trouble code of the first call on a job will be used to lookup the dispatch group category. If a match is found, the dispatch group category will be populated with the value from the CUST_PRIORITY column of the CALL_QUALITY table. If no match is found, the dispatch group category will default to "dispatch". When assigning the initial dispatch group to a job, device class based rules are checked before rules based on the dispatch group category.