Only the features that are impacted by Local Preference Distribution are described in this section.
Avaya Business Advocate: Avaya Business Advocate provides call handling preferences based on:
● A service objective that is assigned on the Hunt Group form.
● Agent percentage allocation that is assigned on the Agent Login ID form on a per skill basis.
Local Preference Distribution takes precedence over any Avaya Business Advocate call handling preferences.
Use the following form
With the following field set to y
To set up an algorithm designed for
Hunt Group Local Agent Preference Agent-surplus conditions Agent Login ID Local Call Preference Call-surplus conditions
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Best Service Routing (BSR): Local Preference Distribution is used to select an available agent within the Call Center during consider and queue-to best step operations. Local Preference Distribution is not used across system sites. In this case, there is no notion of a multi-site network region.
Call Admission Control: Location Preference Distribution does not interact directly with the Call Admission Control feature. However, when Location Preference Distribution selects a trunk-agent combination at the same location, not as much overall bandwidth is needed between locations.
Location Preference Distribution cannot circumvent an inter-node bandwidth blockage between two Wide Area Network (WAN) switch or gateway sites when any of the following conditions exist:
● All agents at an incoming trunk switch or gateway location are busy.
● The WAN bandwidth has reached capacity between the incoming trunk location and a remote location.
● An agent is unavailable at the remote location.
In order to bypass the blocked WAN call path, BSR - or any other multi-site feature - routes an incoming ACD trunk call to an available agent at the remote location. The call is routed over the Public Switched Telephone Network (PSTN), Integrated Services Digital Network (ISDN) tie trunk, as well as other types of networks.
Call handling conditions: For information about how call handling conditions are used with Location Preference Distribution, see Call-handling conditionson page 180
Conference and Transfer: When an incoming trunk call is transferred to an ACD hunt group and the agent is available when the transfer occurs, the location number is for the agent that transferred the call. If the transferred call queues and the transferring agent drops before an agent is available, the location number is for the incoming trunk.
Direct Agent Calling: Direct Agent calls take precedence over Location Preference Distribution.
Dynamic Advocate: Dynamic Advocate provides call-handling preferences based on:
● A Percentage Allocation Distribution (PAD) group type preference assigned on the Hunt Group form
● A Percentage Allocation (PA) assignment for the skill assigned on the Agent Login ID form.
● The Service Objective field on the Hunt Group form overrides the service objective assigned for Service Level Supervisor (SLS) on the Hunt Group form.
Local Preference Distribution takes precedence over Dynamic Advocate call-handling preferences.
EAS: Expert Agent Selection (EAS) must be enabled and active before you can assign Local Preference Distribution.
Location Preference Distribution
Inter-Gateway Alternate Routing (IGAR): IGAR provides the ability to alternately use the Public Switched Telephone Network (PSTN) to carry the bearer portion of a call when the IP-WAN is incapable of carrying the bearer location. Local Preference Distribution does not interact directly with IGAR. However, when Location Preference Distribution selects a
trunk-agent combination in the same location, the need for IGAR between locations is reduced.
IP hard and soft phones: For more information about how IP phones interact with Location Preference Distribution, see How trunks, stations, and agent endpoints obtain location numberson page 179.
Multiple Locations: For information about how the Multiple Locations feature interacts with Location Preference Distribution, see The Multiple Locations featureon page 178.
Path replacement: When an incoming trunk call receives path replacement before the call is delivered to an agent, the original incoming trunk retains the location number for the call.
Percent Allocation: See Reserve agentson page 183.
Reserve agents: You can assign reserve agents using any of the following features:
● Service Level Maximizer (SLM)
● Avaya Business Advocate Service Level Supervisor (SLS)
● Avaya Business Advocate Percent Allocation
In most cases, the selection of an agent or a call based on Location Preference Distribution takes precedence over SLM, SLS, or Percent Allocation. Nevertheless, SLM, SLS, and Percent Allocation take precedence when the system chooses a reserve agent for the following reasons:
● The skill is above the Estimated Wait Time (EWT) threshold with SLS.
● The service level is below the threshold with SLM or Percent Allocation.
Note:
Note: If more than one reserve agent is eligible for the call, Location Preference
Distribution is used to choose the agent.
For more information about reserve agents, see Avaya Business Advocate User Guide.
Separation of Bearer and Signaling (SBS): The location number of an incoming SBS call is obtained from the bearer trunk assignment.
Service Level Maximizer (SLM): See Reserve agentson page 183.
Service Level Supervisor (SLS): See Reserve agentson page 183.
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