Manage Workgroups

Create a new workgroup or modify an existing workgroup by specifying its extension, alerting option, and workgroup membership.

Workgroups

To create a new workgroup, click Add. In the Add Workgroup Name dialog, type a name that describes the purpose and/or nature of the group. If a workgroup queue is solely for ACD calls, for example, use ACD as part of the workgroup name (for example, ACD - DB Support).

To delete the selected Workgroup, click Delete.

Configuration Tab

Specify the extension and alerting option for a selected workgroup.

Workgroup Extension

Enter the selected workgroup's extension. For example, you might give the Sales workgroup an extension of 300. Calls to extension 300 go to the Sales workgroup.

Alerting Options

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.

Sequential

Rings Workgroup members one at a time, in order of extension.

Round-robin

Remembers the last user who was sent a call. Round-robin works in a loop, repeating the process down the through list, and then the process starts over with the next call. (Similar to linear hunt groups.)

Group Ring

All users of the workgroup are alerted simultaneously.

ACD

Sets the call to ACD processing on that queue.

Custom

The alert behavior is set in the CustomIVRWorkgroupQueue subroutine.

Members Tab

Specify the membership of the selected Workgroup.

Available

User names in the Available list are registered on the CIC Server but are not members of this Workgroup. To add one of these users to this workgroup, select it and click>>. The name appears in Selected list.

Selected

User names in the Selected list are members of this workgroup. To remove a user from this Workgroup, select it and click <<. The name appears in the Available list.

IC Survey Location: This information may be included in the IC Survey file. If so, the selection/value will appear in this dialog. You can review the contents of the IC Survey file by selecting View Survey in the Load IC Survey File dialog or opening it in a Pre-Install survey in the IC Survey system.