ACD contact center switch forms
284 Communication Manager Guide to ACD Call Centers
Coverage Path
Enter the number of the Coverage Path used by calls to the LoginID. Valid entries are a
path number between 1-999, time of day table t1-t999 or blank (default). This is used when
the agent is logged out, busy, or does not answer.
Security Code
Enter the 4-digit security code (password) for the Demand Print messages feature. This
field may be blank (default).
Direct Agent Skill
Enter the number of the skill that is used to handle Direct Agent calls. Valid entries are 1-
99, or blank (default).
Call Handling Preference
Choices 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 Avaya Business
Advocate User Guide, 585-210-711
.
Service Objective
This field is displayed only when the call handling preference is greatest-need or skill-level.
You may enter y or n in this field. When Service Objective is administered on the Hunt
Group form and the agent LoginID form, the switch selects calls for agents according to the
ratio of Predicted Wait Time (PWT) or Current Wait Time (CWT) and the administered
service objective for the skill. Service Objective is a feature that is part of the Advocate
software.
Direct Agent Calls First
(not shown)
This field replaces the
Service Objective
field when percent-allocation is entered in
the
Call Handling Preference
field. Enter y if you want direct agent calls to override
the percent-allocation call selection method and be delivered before other ACD calls. Enter
n if you want direct agent calls to be treated like other ACD calls. For more information, see
the
Avaya Business Advocate User Guide, 585-210-711
.
