Lucent Technologies CentreVu Advocate, Руководство пользователя

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Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Implementation
9-3
Switch
Administration
9
Several items must be administered on the switch administration forms
for this business solution to work. See Chapter 11, “Administer
CentreVu

Advocate on DEFINITY

ECS” for more information on
switch administration.
Customer Options
9
On the System Parameters Customer Options form, set the following
fields:
●
CentreVu Advocate?
must be set to Y.
●
Expert Agent Selection (EAS)?
must be set to Y.
Features
9
In the
Service Level Supervisor Call Selection Override
field, enter Y to divert agents to over-threshold skills.
Hunt Group
9
On the Hunt Group form, set the following parameter:
●
Enter the skill number on the command line.
●
On page 1, the
Group Type:
field must be set to UCD-LOA.
If Service Level Supervisor is to be enabled, continue with the following
administration:
●
On page 2, enter Y in the
Service Level Supervisor
field and
set the Thresholds to a level high enough that warrants agents to be
redirected.
Administer these parameters for the Airlines skill, the Domestic skill, and
the International skill.
CentreVu
Supervisor
Administration
9
Agents need to have their call handling preferences set to Percent
Allocation, and then need to be assigned to the skills Cruises, Airlines,
Domestic, and International with percentages. Direct Agent Calls First
may be selected if Direct Agent Calls are to be selected on a per-agent
basis; otherwise, Direct Agent Calls will be treated like other skill level
calls.
New Agents must have this administered on the DEFINITY ECS forms
(see Chapter 11, “Administer CentreVu

Advocate on DEFINITY

ECS”
for more information). Existing agents can have this administered using
the following procedure.