Nortel Call Center Telephone, Administration Manual

Page: 107 / 191

Chapter 8 Setting up agents 107
Call Center Telephone Administration Guide
Assigning an agent to a skillset
You can assign an agent to one or both skillsets. Each agent is responsible for answering calls for
the skillsets they are assigned to.
To assign an agent to a skillset
1 Press
≤ ·°‹
.
Enter the Call Center Administrator Mailbox number and
password,
and then press
OK
.
2 Press
OTHR
.
3 Press
CC
.
4 Press
SKILL
.
5 Enter the number of the skillset you want to add an agent to and
press
OK
.
6 The display shows whether the skillset is enabled or disabled.
You must disable the skillset before you make changes to it. For
how to disable a skillset refer to
“Disabling a skillset” on page 48 .
Press
NEXT
to continue.
7 Press
AGENT
.
8 Press
ADD
.
9 Press
INDIV
.
10 Enter the ID number of the agent you want to assign and press
OK
or
press
DIR
to search the directory.
11 The display shows the agent’s name.
Press
NEXT
.
12
If you use Enhanced Call Center, this display appears that lets you
assign dynamic to the agent.
Press
OK
to accept 10 as the agent’s priority level in the skillset
or
press
CHNG
and enter a priority level from 1 - 20.
10 is the default.
Log:
QUIT RETRY OK
Admin
MBOX AA OTHR
Admin
GLIST CCR CC
CC Admin
AGENT SKILL OTHR
Skillset:
RETRY QUIT OK
Status: xxxxxxx
CHNG NEXT
Skillset Admin
PARM AGENT ROUTE
Agent-Skillset
ADD DEL VIEW
Add Agent
INDIV RANGE QUIT
Agent ID:
DIR RETRY OK
xxxx
NEXT
Priority: 10
CHNG OK