Step 8. Create Additional Multimedia Skillsets - Nortel Contact Center Multimedia Installation And Maintenance Manual

October 2007

Step 8. Create additional multimedia skillsets

Use the following procedure to create a multimedia skillset. Repeat this
procedure for every skillset you want to create.
You must create skillsets for the contacts you are eligible to receive or send. You
must have at least one skillset for each type of contact. For this purpose, a
default skillset is created in Contact Center Manager Administration. For e-mail
contacts, you must configure a mailbox for each skillset from which you want to
send a reply, if you want to reserve the original To address as the Reply From
address. You can use the same mailbox for multiple skillsets.
When the skillsets are created, you must assign agents to the skillsets.
Adding a local multimedia skillset
1 Log on to the Contact Center Manager Administration.
2 Click Configuration.
Result: The Configuration window appears.
3 In the system tree, double-click the server in Contact Center Manager
Server to which you want to add the skillset. The server expands to show
the resources.
Installation and Maintenance Guide
Upgrading licenses in your current installation
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