Avaya Communication Manager Administrator's Manual page 1047

Valid entries Usage
ucd-mia When ucd-mia or ucd-loa is entered, a call routes to the
most-idle agent based on when the agent finished the
ucd-loa
most recent call ("ucd-mia"), or the least occupied agent
based on agent occupancy ("ucd-loa"). Enter ucd-mia or
ucd-loa if the hunt group has an AUDIX message. One
of these entries is required when supporting the
Outbound Call Management feature and when the
Controlling Adjunct field is asai.
ead-mia When ead-mia or ead-loa is entered, a call routes to the
available agent with the highest skill level for the call. If
ead-loa
two or more agents with equal skill levels are available,
Communication Manager routes the call to the
most-idle agent based on when the agent finished the
most recent call ("ead-mia"), or the least occupied agent
based on agent occupancy ("ead-loa"). This allows a
call to be distributed to an agent best able to handle it if
multiple agents are available.
pad Enter pad (percent allocation distribution) to select an
agent from a group of available agents based on a
comparison of the agent's work time in the skill and the
agent's target allocation for the skill.
slm Enter slm when you want to:
Compare the current service level for each
●
SLM-administered skill to a user-defined call
service level target and identify the skills that are
most in need of agent resources to meet their
target service level.
Identify available agents and assess their overall
●
opportunity cost, and select only those agents
whose other skills have the least need for their
service at the current time.
Hunt Group
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Issue 1 June 2005 1047