Lucent Technologies CentreVu CMS Administration User Manual page 162

Task: administering call center agents
Changing agent skills and extension split assignments
• On G3V4 and any DEFINITY ECS, the change takes place
immediately for agents who are in the AUX work mode, available,
or logged out. For agents who are handling calls (including non-
ACD calls, calls on hold, and direct agent calls waiting in queue)
or agents who are in ACW mode, the change is pending until the
agent logs out, changes to AUX work mode, or completes all calls
and ACW, and becomes available.
• On G3V3, the skill changes go into effect after the agent manually
logs out.
• On G3V4 with EAS, the Multi-Agent Skill Change window shows
the one-character New skill type input field instead of the two-
character New skill level field described here.
• You can script the Change Agent Skills window and schedule the
script. See "Task: automating your activities with scripting" for
more information.
• You can put the Change Agent Skills window on a timetable (see
"Task: using timetables and shortcuts" for more information).
When you use the timetable to change agent skills, information
about the status of the change is not saved.
Changing extension split assignments
• You can script the Change Extension Split Assignments window
and schedule the script. See "Task: automating your activities with
scripting" for more information.
• You can put the Change Extension Split Assignments window on
a timetable. See "Task: using timetables and shortcuts" for more
information.
• You cannot exit this window until the switch responds to your
changes.
• For DEFINITY ECS and G3V4, the change takes place
immediately for agents who are in the AUX work mode, available,
or logged out. For agents who are handling calls (including non-
ACD calls, calls on hold, and direct agent calls waiting in queue),
are in the ACW mode, or are the last agent in a nonvector-
controlled split with calls in queue, the change is pending until the
agent logs out, changes to AUX work mode, or completes all calls
and ACW, and becomes available.
• For G3V2 and G3V3, the change takes place after the agent
manually logs out.
CentreVu CMS Administration
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