Hunt Group Methods & Descriptions

· Avaya
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Types and description of the various Avaya hunt group methods.

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 although 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

Uniform Call Distribution Least Occupied Agent (UCD-LOA) – the available agent with the lowest percentage of work time since login. Requires 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. Requires EAS.

Expert Agent Distribution Least Occupied Agent (EAD-LOA) – the available agent with the highest skill level and the lowest percentage of work time since login. Requires EAS and CentreVu Advocate.

 

5 Comments

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  1. Frank

    I know that this is an old thread, but how about other phone states (break, ticket, training – all not available to receive a call), are they included in idle time?

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  2. John Linstead

    Sorry I know this is an old thread but is After Call Work classed as Idle time by Avaya? Our Call Centre is set up with EAD-MIA agents who have been in After Call Work then go idle can get the call ahead of someone who has been in idle.

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    • Brendan

      Hi John, ACW is considered idle or not based on a system parameter that you can control. Run the “disp sys fea” command and look for the Agent and Call Selection section… it’s page 12 for me. The ACW Agents Considered Idle setting can be Y or N.

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  3. Charlene Wiggins

    UCD-MIA for Non-EAS hunt groups, the phone that’s idle the longest since their last hunt group call or just any call?

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    • Grizzlys

      Sorry for delay, the last call

      Like

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