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ACD Distribution Method


Bill H
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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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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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