Location Preference Distribution interactions

Last Updated : Mar 27, 2013 |

With Location Preference Distribution, Communication Manager first attempts to route ACD calls to agents at the same location as the originating trunk. Communication Manager routes calls to agents at a different location if the local resources cannot meet the administered service objectives.

The field settings for Location Preference Distribution take precedence over the settings for Business Advocate.

Agent selection and call selection based on Location Preference Distribution take precedence over Service Level Supervisor (SLS) and Percent Allocation. However, the SLS and Percent Allocation settings override the settings for Location Preference Distribution in the following situations when a reserve agent receives calls:

  • When skills exceed the Estimated Wait Time (EWT) threshold with SLS active.

  • When the current service level is less than the administered threshold with Percent Allocation active.

If more than one reserve agent is available for a call, Communication Manager follows the Location Preference Distribution settings.