A call surplus condition occurs when there are ACD calls in queue waiting for an available agent. The Location Preference Distribution algorithm routes the next best queued call to a multi-skilled EAS agent that has the same location number as the call. The next best queued call is determined by the appropriate Avaya Business Advocate or non-Advocate algorithm. If there is no match between the queued ACD call and the skills administered for the agent, the normal best queued ACD call selection is made by the appropriate Avaya Business Advocate or non-Advocate algorithm. The selection is made without any location number preference of the queued ACD call or agent based on the administered selection criteria.

Location Preference Distribution selects calls only from the top of the queue for each skill. Location Preference Distribution does not try to match the agent’s location from the skill queue. For example, when an agent with five skills becomes available and has calls in queue for three of his skills, Location Preference Distribution looks at the call at the top of each queue. If one or more calls match the location of the agent, Location Preference Distribution uses the administered selection criteria to pick a call for the agent from the same location.