Avaya Communication Manager Administrator's Manual page 743

Call Handling Preference
When calls are in queue and an agent becomes available, the skill-level setting delivers the
highest priority, oldest call waiting for the agent's highest level skill. Other choices are
greatest-need and percent-allocation. 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, 07-300336.
Direct Agent Skill
Enter the number of the skill used to handle Direct Agent calls. Valid entries are 1 to 99, or blank
(default).
Local Call Preference
Enter y to indicate that for calls queued in more than one skill for a multi-skilled EAS agent, the
system should give preference to matching the trunk location number of the queued call to the
location number of the previously-busy agent. Valid settings are n (default) or y. You can only
set this field to y if the Call Center Release field on the Feature Related System Parameters
screen is 3.0 or later, and the
Customer-Options
PA
Percent Allocation. If the call handling preference is percent-allocation, you must enter a
percentage for each of the agent's skills. Enter a number between 1 and 100 for each skill. Your
entries for all of the agent's skills together must total 100%. Do not use target allocations for
reserve skills. Percent Allocation is available as part of the Advocate software.
RL
Reserve Level. Enter any reserve levels assigned to this agent with the Service Level
Supervisor feature. You can assign a reserve level of 1 or 2. When this skill reaches the
corresponding EWT threshold set on the Hunt Group form, this agent will automatically be
logged into the skill and will take calls until the skill's EWT drops below the preassigned
overload threshold. Service Level Supervisor is available as part of the Advocate software.
Multiple Locations
screen is set to y.
field on the System-Parameters
Issue 2.1 May 2006
Agent LoginID
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