Call routing

Last Updated : Nov 30, 2021 |

Avaya Contact Center – Extended Capacity supports call routing for distributing incoming calls to individual agents or queues. The solution provides the following types of call routing:

  • Expert Agent Distribution (EAD)

  • Uniform Call Distribution (UCD)

  • Enterprise Behavioral Pairing (EBP)

System administrators can configure up to 15,000 skills for contact centers. Each agent can have a maximum of 120 assigned skills.

To improve the caller experience, Avaya Contact Center – Extended Capacity can switch between routing algorithms.