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Interaction Administrator Help
Overview of line groups
The Line Groups container allows you to create line groups and specify membership.
Purpose
A line group identifies a group of one or more lines that are reserved for specific uses, such as long distance calls, local calls, and so on. A line group can also reserve a group of lines for calls for an individual user or a workgroup. The DialPlanEx handler determines if an outgoing call uses the next available line (default behavior), or a specific line group.
Call selection sequence
CIC's Telephony Services subsystem attempts to minimize line conflicts between inbound and outbound calls. Specifically when the DialPlanEx handler sends Telephony Services a line group to use for an outbound call, Telephony Services sorts the lines in the line group in alphabetical order. When a call is placed, Telephony Services selects the next line in the line group.
Eligible lines
Any SIP line can be part of a line group. You can include individual lines in multiple line groups.
Reporting considerations
Note: To ensure accuracy in reporting, do not generate reports on line groups that contain the same lines.
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