Service Designer - DCA

Dynamic Call Agent or 'DCA' is a feature which allows Service Numbers to automatically hunt to a number of end points based on their call status (engaged, out of service etc.) and also a secondary user defined status.

DCA uses a common call centre terminology:

• End points are referred to as Agents

• One or many Agents can be assigned to a hunt group known as a Skillset

• A Service can be built to route calls to a Skillset using the DCA node

• A Service Number can then be pointed at that Service to allow calls to be routed to the Skillset and to the most appropriate Agent

More information about these entities is detailed in the main user guide section for Dynamic Call Agent. If you would like access to the DCA service please contact your Account Manager. DCA will be provided against your account with a Maximum Signed In Agent limit. Portal Administrators can create as many Agents as they wish, but only the value of Maximum Signed In Agents can be Signed In concurrently.

If an Agent tries to sign in and this breaches the maximum limit, an error message will be received. When granting the DCA Service a sub account, you can also restrict the Maximum Signed In Agents they can have signed in concurrently.

The overall maximum limit is derived from the main Service Provider account.

It is possible to oversubscribe the accounts beneath the parent account (as shown in the diagrams below), but you must be mindful that the overall Service Provider account limit may be breached before the individual sub account limits are reached.

Reporting is available to help you manage this – see Available Report Types.