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ACD contact center features
Detailed description
For a detailed description of call distribution methods, see
Distribution (ACD) basics
The following table summarizes the different call distribution methods.
WHEN agents are available,
a call arrives, and the agent
selection method is:
Direct Department Calling
UCD-MIA
EAD-MIA
UCD-LOA
EAD-LOA
PAD
Queuing and announcements
You create a queue for an ACD split/skill by setting Queue to y on the Hunt Group form.
When all agents are active on calls or in After-Call Work mode, the queue allows incoming
calls to wait for an idle agent. The next available agent is automatically connected to the
call in the queue.
For non-vector-controlled splits/skills, calls do not queue in the following cases:
No agents are logged in
All logged-in agents are in Auxiliary Work mode
No queue slots are available
The caller gets a busy signal (or busy coverage, if administered) unless a call comes in via
an automatic-in central office (CO) facility. In this case, the caller hears ringback from the
CO and the system continues trying to place the call in the queue.
You can assign two announcements to each split/skill and administer a second
announcement to repeat. When an incoming call is directed to an ACD split/skill, the call is
either directed to an agent or is automatically connected to the first announcement. For
information on how announcements are affected by call forwarding and call coverage, see
Administrator Guide for Avaya Communication Manager, 555-233-506.
80 Communication Manager Guide to ACD Call Centers
on page 17.
THEN the communication
server selects:
the first available agent found in
the hunt sequence.
the most idle agent, without
regard to skill level.
the highest skill level, most idle
agent.
the least occupied agent,
without regard to skill level.
the highest skill level agent with
the lowest occupancy.
the agent with the lowest ratio of
adjusted work time and target
allocation for the skill.
Chapter 1: Automatic Call
This distribution method is
available with:
Non-EAS
Non-EAS, EAS, Advocate
EAS, Advocate
EAS, Advocate
EAS, Advocate
Advocate
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