Contents
Index

Configuration

Use this page to select the configuration options for a station group.

Extension

Type a unique extension for the station group.

Notes: See DID/DNIS Routing for information on mapping DID/DNIS to station groups.

If the Enable Regional Dialing option is selected in Regionalization - Location, and a change to a station group extension creates an extension conflict, a message is displayed listing duplicate extensions. For later reference when resolving conflicts, click Copy to Clipboard to copy the listing, and then paste the content to a program that supports CSV (like Microsoft Excel).

Type

There are several types of station groups: Group Ring, Sequential, and Round-robin.

Type	Description
Group	Simultaneously alerts the members of a Workgroup that a call is available in the queue for that Workgroup. Selecting Group Ring disables the Agent Utilization, ACD Skills, and ACD Actions functions (the items on those tabs will not be available). The length of the Group Ring is determined by the Workgroup Offering Call Timeout setting. Note: There can be a maximum of 20 members (stations or users) in a workgroup that uses group ring.
Sequential	Alerts individual members of a Workgroup that a new call is available in the queue for that Workgroup. Members are alerted to the call in the order specified in Workgroup Configuration properties>Members page >under Currently Selected Users. For more information on alerting users in Workgroup queues, see Maintain Order in Workgroup Members Help. Selecting Sequential disables the Agent Utilization, ACD Skills, and ACD Actions functions (the items on those tabs will not be available).The length of the Sequential Ring is determined by the Workgroup Offering Call Timeout setting.
Round Robin	Similar to linear hunt groups, CIC's 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. For example, a workgroup has three users (User1 - User3), all available for workgroup calls and are listed User1, User2, User3, in that order . If User1 received the last call but is available, the next alerting call will go to User2 if available. If User2 is not available, the call will go to User3. The next alerting call after that will go back to User1 if that user is available. If you select the Maintain Order option (in Workgroup Configuration properties --> Members --> Currently Selected Users), members are alerted to the call in the order specified in the list. For more information on alerting users in Workgroup queues, see Maintain Order in Workgroup Members Help. Selecting Round Robin disables the Agent Utilization, ACD Skills, and ACD Actions functions (the items on those tabs will not be available).

Choose Group Ring to simultaneously ring the stations in the group. All phones ring until the call times out after 1 minute. At that time, the prompt, "No one is available to take your call at this time" is played. The call is then routed back to the IVR system.
Choose Sequential to ring stations one at a time, in the order specified in Station Group Configuration dialog, in the Currently Selected Stations box on the Members page. In the sequential Retries box, type the number of retries for calling each station before timing out. The default is 1. If the number of retries is reached and no one answers, 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.
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 station group has three stations (Station1 - Station3), all available for workgroup calls and are listed Station1, Station2, Station3, in that order . If Station1 was alerted, then Station2 was alerted, even though both are now available, the next alerting call will go to Station3. Round-robin knows which station has been alerted and goes to the next available station in the list.

Selecting Round-robin disables the Agent Utilization, ACD Skills, and ACD Actions functions (the items on those tabs will not be available).The length of the Round-robin ring is determined by the Workgroup Offering Call Timeout setting.

Note: If you select the Maintain Order option for the workgroup members, then the members are alerted to the call in the order specified in the list. For more information on alerting users in workgroup queues, see Workgroup Members.

Station Timeout (sec)

This is the amount of time in seconds that each individual station will alert using any of the alert types. The default value is 15 seconds.

Must Answer

Select Must Answer, for Group Ring or Sequential, for the call to continue ringing. Also, Must Answer will only work if stations in the station group are available to be alerted. Selecting this option causes Round-robin and Sequential to try the members of the station group 3000 times.

Enhanced call routing to station phones

Station groups can contain station devices only. If a user is logged into a station group phone, a call to the station group will also appear in My Interactions in the user’s CIC client, in the same way as regular calls. Users should always see a call to a station that they are logged into.

DID/DNIS Routing