Changing a Call Group - HEAT

[admin]

Did you know ....
.... that if you change a call group that is used by a HEAT business rule, that it will trigger all records that match the call group criteria in the database and not just new calls? This could be a great nuisance if your business rule sends a message to a customer that their call has been logged. It would send a message to all customers with calls that match the criteria.

To prevent this do the following:

1. Log into the HEAT Business Rule Editor
2. Find the rule(s) that use the Call Group you wish to change and disable them.
3. Make your changes to the Call Group and test
4. Once you are happy with your Call Group log back into the HEAT Business Rule Editor
5. Find your rule(s) again and enable them.
6. When prompted with "Which records should this rule apply to?" make sure you select "New or changed records".
NOTE: it is very rare that you will need to select "All existing records"