UCD-MIA

[VNS1000]

On the hunt group form I have set the distribution method to UCD-MIA. The choice then is for ACD & Queue. What difference would this make to this Most Idle Agent distribution if ACD was set to Y?
Also I'm curious what happens if no-one is manning the first most idle extension in the hunt group. If it is MIA then surely it will keep going to this extension and no other extensions will receive the call?
Any help would be appreciated.

 

[cyberjamos]

MIA will pick the Most Idle member of the hunt group (station for non-skill hunt group, Agent for Skill). If the hunt group is setup as a UCD-MIA group then this will be a Universal Call Distribution group, i.e. calls will be delivered purely on a Most Idle basis and not take into account any skill levels; skill levels come in with EAS (expert agent selection). This means that a skill can be assigned to various agents at different levels and calls will be delivered with a preference for agents with the highest skill level first. In response to:

"I'm curious what happens if no-one is manning the first most idle extension in the hunt group"
If you have it setup as a non-skill hunt group then the first MIA station will simply ring until RONA/Coverage criteria are met.


Cheers,
NJ

PS: Please let me know if my advice has been of any use.

 

[VNS1000]

Thanks a lot. One more question . When someone is in queue in a hunt group they hear ringing rather than music. The system has been set up with MOH but I'm not sure how you implement this for hunt groups. To do it in vectors is simple. I have set up the 1st and 2nd announcements and delay but just need to know how to get MOH worjking on this.

Thx

 

[cyberjamos]

Awkward one. Not sure you can have MOH on a hunt group other than skill. You could try setting up a BARGE-IN announcement connected to your MOH device then on the hunt group page enter this extension as the announcement to play after x seconds.

Cheers,
NJ

PS: Please let me know if my advice has been of any use.