Multiple destinations with longest waiting destination

LongestWaiting|[Destination1]|[Destination2]|[Destination3]...

In this scenario the call will be delivered to the destination that has the longest idle time. Groups are resolved to users before delivering the call. So destination are displayed in CDR as users and not as groups.

Example:

LongestWaiting|50|51|52

Destination 50 is a group with members 10,11 and 12

Destination 51 is a group with members 20 and 21

Destination 52 is a user

The call will be delivered in that way:

Resolve group 50 to agents, add agents to destination list, resulting list is 10,11,12

Resolve group 51 to agents, add agents to destination list, resulting list is 10,11,12,20,21

Resolve user 52 to agent, add agents to destination list, resulting list is 10,11,12,20,21,52

Pick one agent from the list and deliver the call if agent is free

Different sequential modes:

LongestWaiting:

•The destination group is resolved as described above.

•The call will be delivered to the agent with the longest idle time. If the agent doesn't accept the call, the call will be delivered to the next agent in that group depending on its longest idle time

LongestWaitingAdv1:

•Each destination set is resolved separately. The result is not a resolved list containing all agents from all groups but only the agents from one destination set

•The call will be delivered to the agent with the longest idle time in the first available destination set (similar to preferred delivery)

•The call will not be delivered to the next destination set if an agent is still available in the current destination set

•The call will fall back to a previous destination set if an agent becomes available

LongestWaitingAdv2:

•Each destination set is resolved separately. The result is not a resolved list containing all agents from all groups but only the agents from one destination set

•The call will be delivered to the agent with the longest idle time in the first available destination set (similar to preferred delivery)

•The call will be delivered to the next destination set if no agent is available in the current destination set

•The call will not fall back to a previous destination set if a user becomes available

Annotations:

•The call queue starts on every connection attempt with the destination with the longest idle time. If this destination is logged off or busy the destination is skipped and the next destination in the list is selected.

•If groups are used as destination, the resolved agents are not in the order defined in the group in SwyxWare Administration

More options:

For more options to control call delivery see supplementary parameters