NEC Univerge SV8500 Programming Manual page 222

M-90A MULTI-SPLIT AGENT - ACD
GENERAL DESCRIPTION
This feature allows an individual agent to handle calls from a maximum of sixteen splits. The agent's logon ID is
programmed to specify whether the agent is permitted to handle calls from a single split (single-split mode) or from
multiple splits (multi-split mode).
The agent's logon ID is programmed to specify which splits the agent can service. The logon ID permits one to six-
teen specific splits to be listed, or access to any split to be indicated. If specific splits are listed, then a priority (or
preference level) is assigned to each split. There are 99 priority levels (1>99); splits can be assigned the same level.
An agent who is servicing multiple splits will have calls assigned based on a two-level algorithm. The first level of
assignment is based on the priorities of the splits. Calls from the split with the highest priority will always be con-
nected before calls from splits with lower priorities. The second level of assignment is the amount of time that the
longest waiting call has been in queue. This level is only used if two or more splits have the same priority. If splits
have the same priority, then the call with the longest time in queue will always be connected before calls that have
spent less time in queue. The following examples, where an agent is servicing four queues, illustrate the two-level
algorithm.
NUMBER
In this case, the call in Split #1 will be connected to the agent. Split #1 has the highest priority of the splits that the
agent is serving. Thus, the fact that Split #1 has the fewest calls and the call with the shortest time in queue is not a
consideration.
NUMBER
In this example, the next call that is connected to the agent will be the longest waiting call from Split #2. The split
with the highest priority, Split #1, does not have any calls in queue. Split #2 and Split #3 have the same (and next
highest) priority. Thus, the longest waiting call will be selected, and that call resides in Split #2 (60 seconds as op-
posed to 35 seconds).
M-90A MULTI-SPLIT AGENT - ACD
Call Distribution Algorithm - I
SPLIT PRIORITY
LEVEL
1 1
2 2
3 2
4 3
Call Distribution Algorithm - II
SPLIT PRIORITY
LEVEL
1 1
2 2
3 2
4 3
CALLS IN
QUEUE
1
4
7
3
CALLS IN
QUEUE
0
4
7
3
– 206 –
LONGEST
WAITING CALL
15 seconds
45 seconds
20 seconds
50 seconds
LONGEST
WAITING CALL
60 seconds
35 seconds
65 seconds