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Which call distribution algorithm will allow each service counter representative to provide the best customer

An auto parts retailer would like their service counter representatives to be able to assist both walk-up customers and telephone customers. Each store has six service counter representatives. Which call distribution algorithm will allow each service counter representative to provide the best customer service in this scenario?

What happened to the call?

The president at the Flora McDonald Costume Factory uses a Cisco 7960 Phone. The last extension is set aside with a private number for the president’s personal use. While waiting for an important personal call from Bonnie Charles, the president has to go to the production floor for an emergency. Prior to leaving her office, she uses extension mobility to transfer her extension to a Cisco 7940 Phone on the production floor. However, the call never comes. Later, back in her office, Bonnie calls on the private line and says that she had called earlier but no one had answered. What happened to the call?