Avaya 3.1 manual What is Dynamic Queue Position?, Direct Agent Calls First? field

Selecting calls

If the call handling preference is . . .

Then Direct Agent Calls are sent first . . .

Skill Level	to an agent if the Direct Agent skill has
	the highest assigned skill level.
Percent Allocation	to an agent if y was entered in the
	Direct Agent Calls First? field
	on the Agent LoginID form (or if the
	yes checkbox was selected using the
	Change Agent Skills form in CMS
	Supervisor)

Note:

This information also applies for skills that are in an overload condition. Direct Agent Calls are sent to an agent first, before any calls from an over-threshold skill.

Dynamic Queue Position

This section includes the following topics:

●What is Dynamic Queue Position? on page 27

●How does Dynamic Queue Position work? on page 28

●Dynamic Queue Position example on page 28

What is Dynamic Queue Position?

A feature called Dynamic Queue Position gives you the ability to queue calls from multiple Vector Directory Numbers (VDNs) to a single skill, while maintaining different service objectives for those VDNs. Newly arriving calls are inserted in queue based on a comparison of ratios of estimated times in queue for new calls and for calls already in queue, the administered service objectives for the originating VDNs.

Avaya Business Advocate User Guide February 2006 27