3Com 3C10402B Administrator's Manual page 137

The system can distribute calls to the group in a circular fashion. The
system attempts to place an incoming call with the agent whose rank
follows the agent that received the last call. If this agent is not
available, the call goes to the next ranking agent. If the second agent
is not available, the system from that point on treats the call as linear.
ACD Most Idle Agent Group (MIA)
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The system can distribute calls to the group on the basis of idle time;
that is, the system directs the call to the agent who has been idle for
the longest amount of time, then to the agent that has been idle the
next, longest amount of time. If the second agent does not answer
the call, the system then treats the call as linear.
ACD Least Call Count
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Least Call Count mode distributes calls to ACD agents based on the
number of calls that those agents have answered in a defined period
of time.
In other words, the agent with the least number of answered calls for
a given duration of time becomes the next available agent. For
example, two agents in a group each have been logged in to their
ACD group for ten minutes. Agent One, has answered five calls and
Agent Two has answered ten calls. In this case, the system assigns
Agent One to receive the next incoming call.
All types provide a timeout value that determines final call handling,
such as voice mail or Auto Attendant, if the timeout value is exceeded.
Calling Groups
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A Calling Group is an ACD group in which a single call alerts or rings
all member telephones. In this case, all the telephones in a Calling
Group continue to ring until a member answers the call, or until the
Total Timeout value is reached.
The practical effects of this behavior are as follows:
The Per-device Timeout applies to every device in a Calling Group.
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A Calling Group call alerts an agent's telephone that is busy or on
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another call once, then blinks on one of the System Appearance
lines.
The system does not alert logged-out members.
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Only one call is served out to the ACD queue. The other calls must
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wait to be served or routed to call coverage until after the Total
Timeout value has been reached.
Automatic Call Distribution (ACD) 137