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Interaction Administrator Help
Overview of dial groups
A dial group is a group of lines or channels that CIC uses for outbound calls. You define dial groups in the Line Groups container.
Note: The lines included in a dial group should have a direction of outbound or both rather than inbound to avoid line contention when dialing.
You can use dial groups in your regional dial plan to direct certain kinds of outbound calls (for example, classifications of calls) to specific lines. As an example, international calls may be directed to one dial group and local outbound calls may be directed to another dial group.