When Omnichannel endpoints login as SIP agents, the problem of call distribution has to be handled. You can not expect the customer to know the agent’s identity. If they happen to know the agent's identity, there is a possibility of multiple customers trying to reach the same agent. This can increase the abandonment rate (As a particular agent will remain busy serving). Which can reduce the overall effectiveness of the agents in the organization (As some agents will always be busy, some will be relatively free). This overwhelms the agents because of the activity on their console. A typical call center solves this problem by using ACD (Automatic Call Distribution queues).