Call Handling Preference - Avaya Communication Manager Administrator's Manual
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Screen Reference
Field descriptions for page 2
Figure 274: Agent Login ID screen
add agent-loginID 9011
Direct Agent Skill:
Call Handling Preference:
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Call Handling Preference
Options are skill-level (default), greatest-need, and percent-allocation. When calls are in
queue and an agent becomes available, skill-level delivers the oldest, highest priority call
waiting for the agent's highest level skill. Greatest-need delivers the oldest, highest priority call
waiting for any of the agent's skills. Percent allocation delivers a call from the skill that will
otherwise deviate most from its administered allocation. Percent-allocation is available only
with Avaya Business Advocate software. For more information, see the Avaya Business
Advocate User Guide.
Direct Agent Skill
Enter the number of the skill used to handle Direct Agent calls. Valid entries are 1 to 99, or blank
(default).
700 Administrator Guide for Avaya Communication Manager
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AGENT LOGINID
Local Call Preference?
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Service Objective?
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