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Interaction Administrator Help
Overview of workgroups
Workgroups are logical groups of users (for example, departments) that can function as a group in the CIC system. Workgroups can have extensions and queues that enable all members of a Workgroup to receive calls notifying the Workgroup. In addition, Workgroups can receive regular calls and ACD calls to specific Workgroups and agents. You may also create Workgroups to serve as distribution lists (to the members) for voice mail, email, and faxes from within CIC.
Related topics
About inheritance of configuration properties