Best Service Routing (BSR)

Local Preference Distribution is used to select an available agent within the call center during the consider and queue-to best step operations. Local Preference Distribution is not used across system sites. In this case, there is no multisite network region.

Business Advocate

Business Advocate provides call handling preferences based on:

• A service objective that is administered on the Hunt Group screen.

• Agent percentage allocation that is administered on the Agent Login ID screen on a per skill basis.

Local Preference Distribution takes precedence over Business Advocate call handling preferences.

Call Admission Control (CAC)

Location Preference Distribution does not interact directly with the CAC 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 internode 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 multisite feature, Location Preference Distribution 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, and other types of networks.

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 (DAC)

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 screen

• A Percentage Allocation assignment for the skill assigned on the Agent Login ID screen.

• The Service Objective (SO) field on the Hunt Group screen overrides the service objective assigned for Service Level Supervisor (SLS) on the Hunt Group screen.

Local Preference Distribution takes precedence over Dynamic Advocate call handling preferences.

Expert Agent Selection (EAS)

EAS must be set to y before administering Local Preference Distribution.

Inter-Gateway Alternate Routing (IGAR)

IGAR provides the ability to alternately use the 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.

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.

Reserve agents

You can assign reserve agents using any of the following features:

• Service Level Maximizer (SLM)

• Service Level Supervisor (SLS)

• 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:

  If more than one reserve agent is eligible for the call, Location Preference Distribution is used to choose the agent.

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 auto reserve agents.

Service Level Supervisor (SLS)

See auto reserve agents.