Contents

Configure a line group

To configure a line group

In the <IC server> container, click the Line Groups subcontainer.
In the list view, right-click the line group you want to configure and then click Properties.
In the Description box, type a descriptive name or sentence that describes the purpose of the line group. For example, "Line Group 1 Long Distance" or "This line group is reserved for long distance calls" could be used for a description of a group of lines reserved for long distance calls.
To cause CIC to generate trunk group usage statistics for reporting on the lines in this group, select the Use for Reporting check box. To keep the statistics clean and the line group reports useful, you must not select this check box on more than one line group that contains the same lines. If you do, Interaction Administrator warns you about the need to have unique lines in each line group that is used for reporting. You may chose to ignore the warning, but the statistics generated for the line group reports will not be reliable. When this check box is clear, CIC does not generate line group usage statistics for the lines in this line group.
To use this line group as a dial group when you configure dial plans, select the Use as Dial Group check box. Dial plans allow you to automate how certain kinds of calls are routed. For more information, see Overview of regional dial plans and Overview of old dial plans. The lines you include in a dial group should have a direction of outbound rather than inbound or both.
To use the dial group for a private line assignment, select the Use for Private Line Assignment check box. This option is available only when you first select the Use as Dial Group check box. For more information, see Overview of private line assignment.
Under Hunt Selection Method, select how CIC selects the line to ring. After you configure the line group, you use the Members tab to add lines to it.

Choose Descending Sequential to ring lines one at a time, beginning from bottom of the list on the Members tab.
Choose Ascending Sequential to ring lines one at a time, beginning from the top of the list on the Members tab. If no a call is not answered, the prompt "No one is available to take your call at this time" is played, and the call is routed back to the IVR System. Lines are distinguished by their name.
Choose Round-robin to have CIC remember the last user who was sent a call. Round Robin works in a loop, repeating the process down through the list, and then the process starts over with the next call.

For example, a line group has three lines (Line1 - Line3), all available for calls and are listed Line1, Line2, Line3, in that order. If Line1 was alerted, then Line2 was alerted, even though both are now available, the next alerting call will go to Line3. Round-robin knows which line has been alerted and goes to the next available line in the list.

Click OK.