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CHAPTER 9. HANDLING INBOUND CALLS 9-19
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
For more information about routing inbound calls on a trunk, see Chapter 5,
“Managing Trunks and Spans.”
Routing calls to workgroups_____________________________
You can have incoming calls ring the phones of all users in a workgroup at the
same time. The first user to answer the call is connected to the caller. This feature
is handy for departments or small offices in which it does not matter who answers
an incoming call.
Simultaneous ring is one of several distribution algorithms that you can use with
ACD workgroups. An ACD (automatic call distribution) workgroup distributes
calls to one or more ACD workgroups that handle incoming calls. See Strata CS
Call Center Administrator Guide for more information about routing calls to
ACD workgroups.