Ringing and after-call work rules

Configure the ringing mode and after-call work time for contact center channels.

How do I choose the ringing mode?

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?

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.