I have calls in a group that is not configured with agents?

[Belinda Frick]

RUBY will only register calls for a agent in a group if:
The group is configured in RUBY
The agent is configured in the group in RUBY.
The agent's extension is ticked as 'RUBY extension' in
TOPAZ.

Note that RUBY has a lookup table for the group numbers that
will link it with a group name/description. Ensure that this
configured correct.

TOPAZ receives SMDR data from the PABX. Some PABX's will also
send the group number in the SMDR string. If so this will be
sent to RUBY as the group number. It will 'override' what was
setup as the group in RUBY for that agent.

RUBY assumes that TOPAZ (and the plugin) have the correct
information. The SMDR data that PABX3 receives from the PABX
is converted into a pip string and written to
'C:\Program Files\Datatex\Pabx3\pabx.pip' for TOPAZ to import.
If a group number is available it will be placed in the
MyUser field, see below.

TOPAZ pip string:

Date|Time|Ext|Number|IO|PINCODE|Hour|Min|Seconds|Line|Action|
Pulses|RingTime|Reference|DID|MYGROUP|MyUSER|Account|

Note: This group number sent from TOPAZ is provided
by the PABX in use.

Conclude: If an agent is setup in a group in RUBY and
TOPAZ receives a call record for this extension, but a different
group number is sent from the PABX for this call, the call
will be received in the group specified in the SMDR data.

Thus it is possible to have a group with no agents configured,
but it will show calls in that group.