Multisite Best Service Routing (BSR) is a virtual routing feature that ensures efficient use of network resources by comparing local and remote skills for call routing to the resource that can provide the best service.

Agents that share a common skill set are part of a single virtual pool where Communication Manager routes calls based on the administered agent selection criteria and the distribution algorithms regardless of the agent location.

Location Preference Distribution is another Call Center Elite feature that is quite popular in addition to the traditional Avaya Virtual Routing settings of Multisite BSR and Look Ahead Interflow (LAI).

Virtual routing builds on the LAI feature to route calls to the best skill. Communication Manager uses a series of consider vector steps to determine the best skill and interflows the call using the queue-to best or check best vector commands.

For information about vector steps and vector commands, see Programming Call Vectoring Features in Avaya Aura® Call Center Elite on the Avaya Support website at http://support.avaya.com.

In a call surplus condition, Communication Manager treats a skill as best if the skill has the shortest Expected Wait Time (EWT). In an agent surplus condition, the administered Available Agent Strategy field on the Communication Manager server which receives the call determines the best skill for handling the call or work item.

For more information, see Avaya Aura® Call Center Elite Feature Reference on the Avaya Support website at http://support.avaya.com.