Routing Core Server supports group calls. If you configure this feature, the contact center simultaneously presents an incoming call to multiple group members. A group includes up to 100 members. A group member is an endpoint extension added to the group. When a group receives an incoming call, all available endpoints in the group start to ring. Any group member can answer the call. When one group member answers the call and at least one more member is available, the next call in the queue starts to ring.

Only one call can ring at a time. The contact center puts other calls in the queue. You can configure the queue parameters for the group.

Only the available members can receive the call. The contact center does not present the call to a member who handles a group call or a contact center call, has Call Forward All Calls or Send All Calls active. A member can answer the next call after switching to the available state. After answering the call, a member can handle it as usual.

You can configure coverage for the group. If all group members are unavailable or do not answer, the contact center sends the call to the configured coverage point. You can configure the number of ring cycles before coverage. If you do not configure coverage, the contact center rejects the unanswered call.

A group must have unique extension that you can add only when creating a group. To change the group extension, create a new group or copy the existing one. You must also configure a unique name for the group.

You can add only configure endpoint extensions as the group members. You cannot add VDN extensions or agent IDs. You can add one extension to multiple groups, but you cannot add one extension to the same group twice.

You can configure the group call parameters on the Group Calls page on Configuration Server. For more information about group call configuration, see the group call section in Administering Avaya Contact Center – Extended Capacity.