We use Contact Center for our Helpdesk. When calls come in, they always seem to land on the same guys desk first if he is not on the phone. If he's idle, calls always seem to go to him first even when there are two other available support personnel. How can I modify this to be a distributed hunting so it gives a more fair distribution of incoming calls?
From here you need to focus on the 2 methods to deliver calls to agents,
Resource Groups or Skill based.
Based on your concern, it seems to be that your set up is using skill based, and this particular agent that you are mentioning seems to have higher skills than the rest, please check documentation section "Configuring Agents"
The way you distributed calls across your agents is not that easy to answer because depends the way the system was set up for you, but I hope you have an idea and where to look on UCCX for now.
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
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