Avaya Communication Manager Contact Center, Руководство пользователя

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Distributing and handling calls
Issue 1.0 May 2003 35
UCD-MIA
When the UCD-MIA call distribution method is used, the communication server searches
for the agent extension that has been idle (waiting) the longest and delivers the call to that
extension if the agent is available to handle an ACD call. This type of call distribution
ensures a high degree of equity in agent workloads even when call-handling times vary.
The ACD software determines which agent extension has been idle the longest by
maintaining an ordered list (queue) of agents who are eligible to receive the next ACD call.
Eligible agents enter the queue at the bottom and move toward the top of the queue. The
agent who has been in queue the longest receives the next ACD call unless the agent is
not available at the time the call is to be distributed. If the agent at the top of the queue is
not available, the ACD software checks the availability of the next agent in queue until an
available agent is found.
When an agent completes an ACD call, the agent is added to the bottom of the eligible-
agent queue for the split/skill associated with the call. The “MIA across splits/skills” options
is used to put an agent at the bottom of all split/skill queues that the agent is logged in to
when the agent completes any ACD call. Agents move toward the top of the eligible-agent
queue as long as they remain staffed and available or on AUXIN or AUXOUT extension
calls from the available state, or on an ACD call for another split (unless the “MIA across
splits/skills” option is turned on). Agents in ACW are in eligible agent queues on Generic 3
communication servers. You can choose whether these agents are or are not in the
eligible-agent queues for the communication server.
An agent is marked as unavailable to take an ACD call if the agent:
●
is in ACW,
●
is on an AUXIN or AUXOUT extension call from the available state, or
●
is on an ACD call for another split or skill.
The agent remains in queue moving toward the top of the queue. Agents in multiple splits
enter multiple eligible-agent queues. The agents’ progress in each queue is independent of
any activity in other queues. Agents in the AUX state are not in the eligible- agent queue.
You can set the communication server to maintain a separate queue for available agents in
each split/skill, or you can create one combined queue for agents in all splits/skills. If the
MIA Across Splits/Skills? field on the Feature-Related System Parameters form is set to n,
the communication server maintains available agent queues for each split/skill. When
agents answer a call, they are only removed from the available agent queue for the
split/skill at which that call arrived. If the field is set to y, then the agent is removed from all
split/skill queues that the agent is logged in to whenever they answer a call for any of their
assigned splits/skills.
The agent is returned to the agent queues, based on how you administer the following:
●
If forced Multiple Call Handling applies, the agent is placed in the queue when the call
stops alerting.
●
If the ACW Agents Considered Idle? on the Feature-Related System Parameters form is
y, the agent is queued when the call completes.