Use the procedure to determine how Communication Manager selects calls when calls are in a queue and an agent is available to receive calls.
Procedure
At the command prompt, type change system-parameters features and press Enter.
In the Call Selection Measurement field on page 12 of the Feature-Related System Parameter screen, select one of the following options:
current-wait-time
predicted-wait-time
Note:
If you use Percent Allocation as the call selection method, leave this field at the default value because Communication Manager selects calls based on the target allocation for agents in each skill regardless of the wait time.
