ACD contact center features
80 Communication Manager Guide to ACD Call Centers
Detailed description
For a detailed description of call distribution methods, see
Chapter 1: Automatic Call
Distribution (ACD) basics
on page 17.
The following table summarizes the different call distribution methods.
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.
WHEN agents are available,
a call arrives, and the agent
selection method is:
THEN the communication
server selects:
This distribution method is
available with:
Direct Department Calling
the first available agent found in
the hunt sequence.
Non-EAS
UCD-MIA
the most idle agent, without
regard to skill level.
Non-EAS, EAS, Advocate
EAD-MIA
the highest skill level, most idle
agent.
EAS, Advocate
UCD-LOA
the least occupied agent,
without regard to skill level.
EAS, Advocate
EAD-LOA
the highest skill level agent with
the lowest occupancy.
EAS, Advocate
PAD
the agent with the lowest ratio of
adjusted work time and target
allocation for the skill.
Advocate
