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CHAPTER
3. OPERATING FEATURES
Ca
Disttibution
A
published telephone number
is
associated with
the
extension number
oI
the first
voice
terminal
in
lhe split
(the
split supervisor's terminat).
The syslem directs incoming calls for the published
number
lo a queue.
Th.ee methods
ol
call distribution are available (assigned on a per-split basis) to extend the callfrom the queue
io
an
idle
agent
direct hunting, circular hunting, and most idte agent (MtA)- The MtA is
added
as an option in
System
85
R2V3N4 and DEF|N|TY Generic
2
tor
a
more
eventy
balanced
call distribution. Direct
or
circular huntihg may be selected
for
the customer where
required by the particular application.
.
Direct hunting always
stans with
the
tirst
agent (sptit sup€rvisor) and hunts toward
the last
member. Direct
hlnting is
used
Ior
applications where
a
priority series
of
ahswering positions is desired.
.
Circular hunting starts where
lhe
hunting pro@ss left
off
during
the
previous
scan
and continues lhrough the list of agents. Alter checking the final memb€r of the list,
circular hunling again
retuhs to th€ tirst
member
of the list
and codinu€s
in
a
circulaa
fashion. Circular hunting
is
usetui
for
applications, such
as order taking or
Message Center, where
a more evenly balanced call distribution is necessary.
.
The
[rlA
distribution extends ACD calls to the agent who has been idte
the
tongest.
Agents who
a.e
in the Staffed mode
of
operation and are not handting an ACD
cal
are placed in an agent queue. using
this
method, the
first
avaitabte
agent from the
agent queue would receive the call lrom the head ot ihe queue containing incomtng
ACD calls.
The
MIA d'stribution
is
used
for
apptications such
as
reservations and
sales answering.
Agents
are marked as "unavailable" with regard to
tie
agent queue when they are in
the Aux Work mode of operation, engaged in After Call Work, or active on a personal
call- ln
this way, agents, although unavailable for another ACD call, are moved ahead
in the agent queue.
lf
an
unavailable
agent moves
to the
head
of
queue, the agenl
will be
bypassed
for
distribution
of
ACD calts untit
becoming avaitabte.
When
available,
the next ACD call would be distributed to that agent.
For some ACD applications, outgoing calling is an integral part ot the agents' duties.
For other applications, an agent rarely makes an outgoing call. The MIA method
of
distribution allows outgoing calls either
to
be considercd as
wolk
retated (agent
is
removed from the agent queue) or personal (agent remains in queue and
is
marked
as
unavailable).
This choice is made on
a
per-split basis allowing
the
choice
to
be
based oh
the primary application of each split.
Each voice terrhinal (including
the split supervisols
voice terminal)
in an
ACD split
can
receive
carlls
either as
a
split member or as an individual terminal. For internal calls, unique
ACD split extension numbers, called associated numb€rc, identify
the split. For
incomtng
calls. the ACD
split is associated with incoming trunks.
One
ol
the associated numbers and any number of the incoming trunk groups may receive a
priority designation. Priority calls are placed at the head of the queue
or
behind priority calls
that are aheady in queue. A nonpriority call enters the queue behind all other calls.
3-23
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