Distribution strategies

In this overview, you can see the distribution strategy that the system administrator has defined. The distribution strategy determines how calls are distributed to the team members:

• Ring all:

  A call is signaled for 30 seconds to all logged in/reachable team members. The signaling then pauses for 15 seconds and is performed again for 30 seconds (etc…). The caller remains in the queue until a team member can answer the call.

• Longest idle team member:

  The team member who has not received a hotline call for the longest time receives the next call. Each time a new call is received, the system checks who has been inactive the longest and this member receives the call.

• Round robin:

  Incoming hotline calls are transferred to the registered team members in a defined order. The next call is transferred to the next employee in the order, depending on who answered the last call.

• Linear:

  Incoming hotline calls are transferred to the registered team members in a defined order. The order starts from the beginning with each call.

• Team member with the shortest call time:

  With this strategy, the hotline call is distributed to the team member who has the lowest cumulative call time. When a new call comes in, the system checks again who had the lowest call time.

• Team member with the lowest number of calls:

  In this case, the hotline call is distributed to the team member who has received the fewest calls up to that point. For each call, the system checks who has received the fewest calls.

• Random:

  The hotline call is randomly distributed to a registered team member.

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