Call Distribution Features

• Linear Call Distribution – Agents are visited in order, always starting with the same agent.
• Circular/Rotary Call Distribution – Agents are visited in order, starting where the last hunt ended.
• Uniform Call Distribution – Calls are distributed uniformly to the agents, starting with the agent who is the most idle.
• Simultaneous Call Distribution – Calls are presented to all idle agents simultaneously.
• Weighted Call Distribution – Calls are randomly distributed to agents according to a configurable weight.
• Directory Number Hunting – This enables call waiting for agents, and incoming calls are re-routed to ACD if agents are busy or not available.
• Geographical Routing – This is call distribution at single site and call distribution at multiple sites.
• ACD State Synchronization – This is through the agent client, web portal, and IP phone interface.
• Overflow (Call Forwarding Busy [CFB]) – Incoming calls can be forwarded to an overflow phone number when the queue is overloaded.
• Night Mode Overflow – Overflow goes to a designated destination/phone number when no agents are available.
• After Hour Policies (Selective Call Forwarding [SCF]).
• Hoteling for Extension Mobility – Agents can log in at any available workstation/phone while maintaining unique user settings.
• Basic and Enhanced Call Logs.