If enabled for your account, you can configure equal call distribution. Instead of NewVoiceMedia Vonage Contact Center routing inbound calls to agents who have been waiting longest, with equal call distribution, NewVoiceMedia Vonage Contact Center routes calls either randomly or to the agent who has been waiting longest since their last inbound call. For more information about equal call distribution, see Call distribution.
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To use equal call distribution you need an Automatic Call Distributor (ACD) applet in skills based routing mode—the ACD applet becomes a Universal Contact Distributor (UCD) applet, or a skills based router. For information about ACD and UCD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. NewVoiceMedia Vonage Contact Center uses the UCD and all the preceding applets' settings to determine which agent or group of agents to route interactions to.
Configuring skills is optional. If you do configure skills, NewVoiceMedia Vonage Contact Center routes calls to agents according to the configured skill requirements. If two, or more, agents with identical skills are available, NewVoiceMedia Vonage Contact Center routes the call either randomly or to the agent who has been waiting longest since their last inbound call. You can also choose to not use the equal call distribution feature and NewVoiceMedia Vonage Contact Center will route calls to the agent who has been waiting longest since any interaction.
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Your UCD applet must be the last applet in a complete interaction plan. Now when an interaction arrives, NewVoiceMedia Vonage Contact Center routes the interaction according to your chosen distribution mode.