Nortel Contact Center Manager, Installation And Maintenance Manual

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554 Contact Center Multimedia/Outbound
Upgrading licenses in your current installation Standard 7.16
Step 9. Create additional supervisors and
agents
Supervisors review information about agents who report to them in the contact
center.
You must configure agents who handle Multimedia contacts the correct skillsets
defined in Contact Center Manager Administration.
Your Symposium Web Center Portal 4.0 agents and supervisors were voice-only
agents. You must now assign relevant multimedia contact types and skillsets to
the supervisors and agents.
Adding a supervisor
1 Log on to Contact Center Manager Administration.
2 Click Contact Center Management .
3 On the system tree, click the Contact Center Manager Server under which
you want to add the supervisor.
4 On the Contact Center Management menu bar, click Add > Supervisor .
Result: The New Supervisor Details window appears.
5 Enter the following mandatory information about the supervisor:
„
first name
„
last name
„
phoneset login ID
„
telephony/port address
6 Enter any optional information about the supervisor (for example, title or
department).
7 If the supervisor must log on to the Contact Center Manager Administration
server and use Contact Center Manager, enter a Contact Center Manager
Administration user ID and password for the supervisor.
8 Click Submit to save the new supervisor profile.