NEC 2400IMX system manual 35A Call Distribution to Agents ACD

CALL DISTRIBUTION TO AGENTS - ACD

C-35A CALL DISTRIBUTION TO AGENTS - ACD

GENERAL DESCRIPTION

ACD calls are automatically distributed among the agents in a split such that when an agent becomes available the longest waiting call with the highest priority in the queue is assigned to that agent. Refer to Priority Queuing - ACD [P-21A]and Queuing - ACD [Q-1A]for additional information.

During periods when more than one agent is available and there are no calls in the queue, the first incoming ACD call is assigned, based on a two-level algorithm, to an agent.

The first level of the algorithm seeks the agent who has the highest preference level specified for the split. An agent who is servicing a single split is considered to have the highest possible preference level (“1”) specified for the split. An agent who is servicing multiple splits can have a preference level ranging from “1” (highest) to “250” (lowest) specified for the split (Since an agent is allowed to handle calls terminated at a maximum of four split, only four privilege order is applied to each split). The preference levels for an agent who is servicing multiple splits are set in the ACD database. Refer to the description of the Multi-Split Agent - ACD [M-90A]for more details.

The second level of the algorithm seeks the agent who has been waiting to service an incoming ACD call (in Ready mode) for the longest period of time.

The following example illustrates the operation of the two-level algorithm.

Agent Preference Example

Agent Name	Preference	Waiting Time
	Level
Allan	3	55 seconds
Barbara	1	30 seconds
Charles	1	25 seconds
Denise	2	40 seconds

The first incoming ACD call will be sent to Barbara. The first level of the algorithm removes Allan and Denise from consideration since their respective preference levels are lower than the preference level that Barbara and Charles have in common. The second level of the algorithm removes Charles from consideration since Charles has been waiting to service an incoming ACD call (in Ready mode) for a shorter period of time than Barbara.

Only incoming ACD calls directed to pilot numbers or personal pilot numbers, and other calls generated within the ACD processor (such as Assist and Emergency calls) may be connected to agents’ ACD lines. For proper operation of the ACD, direct calls to an agent’s ACD line from stations, DIDs, Tie trunks, CCIS trunks, attendants or any other method (such as call forwarding to agents’ ACD lines) are not permitted and must be restricted by the proper programming of the PBX database.

CHAPTER 5	NDA-24282 (E)
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