Alert workgroup members to incoming call

When an incoming call is for members of a workgroup and the workgroup has a queue, you can specify how the system should alert members to the new call. The following assumes that the workgroup is created.

1. Under People, double-click the Workgroups subcontainer.

2. In the list view window, double-click the workgroup that can receive calls.
   The Workgroup Configuration dialog box appears.

3. On the Configuration tab, select the Workgroup has Queue check box.

4. In the list, select one of the following options:

   • Custom: This is the default setting.

   • Group Ring: CIC alerts all of the users in the workgroup simultaneously.

   • Sequential: CIC rings one station at a time.

   • ACD: CIC uses ACD processing to determine which agent should receive the call.

   Note: If you select ACD, then CIC alerts only agents who are in the Available state.

5. Click OK.