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Bill H

ACD Distribution Method

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My question:

 

If I have 20 extensions in an ACD Group and I use 2/10 for the Call Rate Limitation

in what order or method does the PBX distribute the calls?

 

Does it select random extensions from the group?

Does it review past activity on an extension to set its order?

 

 

Thanks,

Bill Hayhurst

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2/10 means that two agents are added to the list of ringing agents every ten seconds.

 

The selection is random - amongst the agents that are not having a phone conversation on the PBX or are in the "recovery time".

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Okay, what about this:

 

The PBX keeps a list of the agents. Everytime that an agent picks up the phone that agents moves back to the list:

 

Initial: 1 2 3 4 5

 

Call 1: ring 1, ring 2, ring 3, 3 picks up -> 1 2 4 5 3

 

Call 2: ring 1, ring 2, ring 4, 2 picks up -> 1 4 5 3 2

 

Call 3: ring 1, ring 4, 1 picks up -> 4 5 3 2 1

 

And so on? That should be easy to implement.

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Okay, what about this:

 

The PBX keeps a list of the agents. Everytime that an agent picks up the phone that agents moves back to the list:

 

Initial: 1 2 3 4 5

 

Call 1: ring 1, ring 2, ring 3, 3 picks up -> 1 2 4 5 3

 

Call 2: ring 1, ring 2, ring 4, 2 picks up -> 1 4 5 3 2

 

Call 3: ring 1, ring 4, 1 picks up -> 4 5 3 2 1

 

And so on? That should be easy to implement.

 

 

that works. much much better than 'random'

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No. But it will be in the next beta version (probably a 2.1.1.x).

 

 

damn. whats the timeframe? i have a customer sold EXCEPT the Random distribution killed it.

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thanks for adding this.

 

can you add ring all as well? I know this is a hunt group function but having it in ACD would be very nice also. so it adds the login/logout functionality.

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That can be done by saying "ring 99 agents every ten seconds" (unless you have more than 99 agents). See the "Call rate limitation", in this case "99/10".

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