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- Create an ACD applet. For information on creating an applet, see Creating an applet. A new ACD applet appears.
In Behaviour Type in the ACD section, click Skills Based. The ACD page refreshes and ACD only sections are unavailable. The ACD applet is now a UCD applet.
- Click the equal call allocation mode that you require in the Equal Call Allocation Mode list. You can choose between Waiting Longest and Random allocation strategieslongest waiting and random agent modes.
- Configure the UCD applet as required. For information about the fields in the applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
- To save your changes, click Update.
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