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Distributing and handling calls
Issue 1.0 May 2003 37
EAD-MIA
The EAD-MIA call distribution method selects the most idle agent with the required skill to
handle the call and the highest skill level.
This method of call distribution adds a layer of processing on top of the Most Idle Agent
distribution call processing. EAD-MIA sorts the agents in the eligible-agent queue into
multiple queues based on skill level. Agents with the skill assigned at higher-priority levels
appear in the eligible-agent queue ahead of agents with the skill assigned at lower-priority
levels. The call is delivered to the most idle, most expert agent available.
When you are using EAS Preference Handling Distribution (EAS-PHD), the agent can
enter the MIA queue at one of 16 levels. The lower the level, the higher the level of
expertise; so an agent with skill level 1 is the most qualified to answer a call to that skill.
Without EAS-PHD, agents enter the MIA queue as either level 1 or level 2 agents. When
agents with a lower skill level become idle, they enter the MIA queue in front of agents with
a higher skill level. See
Expert Agent Selection (Category A only) on page 147 for more
information about EAS Call Distribution.
UCD-LOA
When the UCD-LOA call distribution method is in use, the communication server delivers
the call to the least occupied agent, without regard to skill level.
The least occupied agent is the agent who has spent the lowest percentage of their time on
ACD calls since logging in. The agent’s place in the queue of available agents is
determined by this percentage. The agent occupancy (the percentage of time on calls) is
always calculated separately for each skill an agent is logged into, so there is an available
agent queue for each skill.
EAD-LOA
When the EAD-LOA call distribution method is in use, the communication server delivers
the call to the least occupied agent with the highest skill level.
The agent occupancy is calculated as described in the UCD-LOA section.
How agents handle calls
An agent can receive split calls and, in most cases, personal calls that are not related to a
split. Calls distributed to an agent’s telephone by the ACD feature on the communication
server are considered ACD calls. Calls dialed directly to an individual agent using the
agent’s extension number (such as internal calls and DID extension calls) are called
extension-in (EXT- IN) calls. Outgoing calls the agent makes are called extension-out
(EXT-OUT) calls. EXT-IN and EXT-OUT calls are considered non-ACD calls.