Communication Manager searches for an available agent in the order of assignment of extensions to the split. With this call distribution method, you can use the most effective or experienced agents to handle more calls. Agents are ranked from the most to the least effective and are then assigned to the split in that order.

If you administer a split for Direct Department Calling (DDC), Communication Manager routes incoming calls to the first available agent extension in the administered sequence. If the agent is not available, the call routes to the next available agent.