# Ringing and after-call work rules

#### How do I choose the ringing mode? <a href="#docs-internal-guid-053e0d1e-7fff-5984-0295-6d01411eea0e" id="docs-internal-guid-053e0d1e-7fff-5984-0295-6d01411eea0e"></a>

The ringing mode determines how incoming calls are distributed to the available agents.

| Mode             | How it works                                                      | Recommended use                                    |
| ---------------- | ----------------------------------------------------------------- | -------------------------------------------------- |
| Parallel ringing | All available agents are called simultaneously                    | Small teams, fast answer desired                   |
| Longest Idle     | The agent who has gone the longest without a call is called first | Balanced utilization                               |
| Fixed order      | Agents are called in a defined priority order                     | Certain agents should receive calls preferentially |

Procedure:

1. Select the desired ringing mode in the Contact Center Channel settings.
2. For fixed order, define the agents' priority order.
3. Save.

#### How do I set up the after-call work time? <a href="#docs-internal-guid-8880f228-7fff-448d-7cb8-057ef6ab0a5a" id="docs-internal-guid-8880f228-7fff-448d-7cb8-057ef6ab0a5a"></a>

The after-call work time (ACW) gives agents a call-free period after each conversation for documentation and follow-up work.

Procedure:

1. Via **Edit ringing rule** navigate to the after-call work time settings, activate the checkbox, and enter the desired ACW duration.
2. Save.

Agents will then automatically receive no calls for the set duration after each completed call.


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