Nortel Contact Center Multimedia Installation And Maintenance Manual page 411

October 2007
4 Click the Skillsets folder.
Result: The Skillsets window appears in the right pane.
5 In the next available row, in the Skillset Name box, type the name for the
skillset.
Note: If you are creating an e-mail skillset, the prefix EM_ must appear
before the skillset name. If you are creating an outbound skillset, the prefix
OB_ must appear before the name. If you are creating a Web
Communication skillset, WC_ must proceed the name. If you use any other
prefix, the skillset is assigned to voice contacts.
6 From the Default Activity Code list, select the activity code that is
registered whenever this skillset is used. This number must be defined in
the system already.
7 From the Threshold Class list, select the threshold class associated with
this skillset.
8 From the Call Age Preference list, select how you want to configure the
order of calls in the queue. If you want to give priority to the oldest call in the
system, select Oldest.
Note: All skillsets used by Contact Center Multimedia must have the Call
Age Preference set to Oldest to ensure that the contact that is in the system
for the longest time is presented to an agent first.
9 Optionally, in the Map to ACD-DN box, type the ACD-DN number to which
the skillset can be mapped. If you map the skillset to an ACD-DN, calls to
that ACD-DN are pegged against the skillset in reports.
Installation and Maintenance Guide
Upgrading from SWCP Release 4.0
411