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CHAPTER 5 NDA-24282 (E)
Page 220
Revision 1.0
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.
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.
Agent Preference Example
Agent Name
Preference
Level
Waiting Time
Allan 3 55 seconds
Barbara 1 30 seconds
Charles 1 25 seconds
Denise 2 40 seconds