Teleware- Telecom Tips

Avaya-Expert Agent Dialling Plan concept

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

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.

Least Occupied Agent (EAD-LOA)

the available agent with the highest skill level and the lowest percentage of work time since login.
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Hope you will find this informative...now based on the real life scenario here is the one Case...if you got the answer or if you want solution...please contact us.

TECH-SCENARIO
1. You have S8700 with G700 / G650 gateway and IVRS server at center. You have call center operating in one of the remote location and that location is connected to the center throuch 4Mbps E1 line. now , you want that one of the executive which has more knowledge abt certain queries of customer , the call should go to that particular executive. now, how can you achieve this? How to do the configuration of both option?