If enabled for your account, you can configure equal call distribution. Instead of NewVoiceMedia routing inbound calls to agents who have been waiting longest, with equal call distribution, NewVoiceMedia routes calls either randomly or to the agent who has been waiting longest since their last inbound call. For more information about equal call distribution, see Call distribution.
How do I configure equal call distribution?
To use equal call distribution you need an Automatic Call Distributor (ACD) applet in skills based routing mode—the ACD applet becomes a Universal Contact Distributor (UCD) applet, or a skills based router. For information on about ACD and UCD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. The UCD applet uses NewVoiceMedia uses the UCD and all the preceding applets' settings to determine which agent or group of agents to route interactions to. Configuring
Configuring skills is optional. If you do configure skills, NewVoiceMedia routes calls to agents according to the configured skill requirements. If two, or more, agents with identical skills are available, NewVoiceMedia routes the call either randomly or to the agent who has been waiting longest since their last inbound call. You can also choose to not use the equal call distribution feature and NewVoiceMedia will route calls to the agent who has been waiting longest since any interaction.
To configure equal call distribution, perform the following steps:
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Your UCD applet must be the last applet in a complete interaction plan. Now when an interaction arrives, your UCD applet NewVoiceMedia routes the interaction according to your chosen distribution mode.