Removing An Agent From A Skill Assignment; Recording Announcements - Avaya 2420 User Manual

6. Dial 1 if the added or changed skill is to be a primary skill; dial 2 if the added or changed
skill is to be a secondary skill.
If the new skill is valid and your entry is accepted, you hear confirmation tone.
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Removing an Agent from a Skill Assignment

While logged in, you may also choose to remove an agent from a skill assignment.
Note: In order to remove an agent from a skill assignment, your ACD system must have EAS,
and you must have COR permission.
To remove an agent from a skill assignment on the agent's behalf:
Note: You will hear intercept tone if you are not logged in, the agent is not presently assigned to
the skill being removed, or the skill you are removing is the agent's only skill.
1. Pick up the handset.
2. Dial the ACD Remove Skill code: 190.
3. Enter the extension of the agent's login-ID.
4. Dial the number of the skill assignment from which the agent is to be removed.
5. Press #.
Note: If the agent is presently on a call in the skill from which he/she is being removed or
if the agent has calls remaining in that skill, you will hear reorder tone.

Recording Announcements

Follow these directions to use an Integrated Announcement Board to record, playback, or delete
announcements for your ACD system.
Note: In order to record an announcement, you must have console permission and an extension
must already be designated for integrated announcements (preadministered on the announcement
form).
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