Installation guide

Configuring call distribution 2-32
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
About simultaneous ring
Simultaneous ring does not ring the phones of overflow agents unless the overflow wait time
has been exceeded. At that point it rings the phones of all agents. See “Setting up overflow
agents” on page 2-41.
When an agent answers a call with simultaneous ring, it does not count as an unanswered call
for the other agents, for purposes of putting the agent automatically in On Break status.
However, if all agents fail to answer the call while it is ringing, it counts as an unanswered call
for all of them. See “Placing agents on break if they do not answer calls” on page 2-34.
About the longest idle agent
The algorithm treats newly logged in agents as being idle since the beginning of the day or shift.
This may result in those agents receiving calls ahead of agents who have been idle longer.
Using Last Agent Routing
With Last Agent Routing, callers are routed straight to the agent who last handled their call, as
long as:
• The caller is calling from the same Caller ID as before.
• The agent is signed in and available. If the agent is signed in but unavailable, you can
have the call wait a specified amount of time for him or her. If the wait time expires with
the agent still unavailable, or if the agent has signed out, the call is routed according to
the queue’s normal distribution algorithm.
• The agent has remained signed in since the caller’s previous call. Once an agent signs
out, his or her history of previous calls is reset.
Note: Last Agent Routing overrides skill requirements and overflow levels. For example, if a
tier 3 overflow agent took a caller’s first call, he or she will receive the caller’s second call even
if primary agents are available.
Release 2.0 Service Pack 1
April 2011