Instruction manual

Call distribution methods
Issue 3 July 2001
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hunt groups
Call distribution methods
You have more call distribution choices if your company acquires
ACD (Automatic Call Distribution) or EAS (Expert Agent
Selection).
ACD and EAS allow you to distribute calls according to the work
loads and skill levels of your agents in each hunt group. You can
track call handling and monitor the efficiency of your agents.
When you assign ACD to a hunt group, the group is called a
“split.” When you assign EAS, the group is called a “skill.”
The following table shows 6 types of call distribution methods
and the software required for each method.
Method The system hunts for... I need...
Direct Department Calling-
(DDC)
the first agent administered in the hunt
group. If the first agent is busy, it goes
to the second agent, and so forth. This
“hot seat” method puts a heavy call
load on the first few agents.
no extra software
(you cannot use
this method if you
have EAS enabled)
Circular (circ) the next available agent in a chain. no extra software
Uniform Call Distribution-
Most Idle Agent (UCD-MIA)
the available agent who has been idle
the longest since their last call.
no extra software
Uniform Call Distribution-
Least Occupied Agent
(UCD-LOA)
the available agent with the lowest
percentage of work time since login.
ACD, EAS, and
CentreVu
Advocate
Expert Agent Distribution-
Most Idle Agent (EAD-MIA)
the available agent with the highest
skill level who has been idle the
longest since their last call.
EAS
Expert Agent Distribution-
Least Occupied Agent
(EAD-LOA)
the available agent with the highest
skill level and the lowest percentage of
work time since login.
EAS and CentreVu
Advocate