AT&T Definity Callmaster II Bedienungsanleitung PDF herunterladen (Seite 24)

During a login session, agents may change one of their skill assignments or change

the skill level assignment. (Prior to the DEFINITY ECS, Release 5, there are two

skill priorities: either primary or secondary. With the DEFINITY ECS, Release 5,

and later, there are 16 skill levels.) Both of these changes in skill assignment can be

done by dialing a feature access code at the agent’s station, or remotely at any

station that is administered with console permission. Therefore, if you are an EAS

supervisor with console permission, you can change an agent’s skill assignment or

skill priority or skill level on the agent’s behalf.

Note: In order to change skill assignments or priorities or skill levels, your ACD

system must have EAS, your voice terminal must be connected to the DEFINITY

ECS G3V3 or later, and you must have Class Of Restriction permission.

Adding a Skill or Changing a Skill Priority or Level

To add a skill or change a

skill priority or level on

an agent’s behalf

Note: You hear intercept tone if you are not logged

in, if the agent already has the maximum number of

skills and you try to add another, or if the skill is

invalid.

1 Pick up the handset [dial tone]

2 Dial the Add Skill feature access code __________.

(Your system manager can supply this code.).

[dial tone]

• The display shows:

“Enter Agent Login-ID”

3 Enter the extension of the agent’s login-ID

• The display shows:

“Add Skill: Enter number, then # sign”

4 Dial the number of the skill you want to add or for

which you wish to change the priority or skill level

5 Press [dial tone]

• The display shows (for the DEFINITY ECS G3V4

and earlier):

“Press 1 for primary or 2 for secondary”

or the display shows (for the DEFINITY ECS,

Release 5, and later):

“Enter skill level, then # sign”

6 For ACD systems connected to the DEFINITY ECS

G3V4 and earlier, dial a “1” if the added or changed

skill is to be a primary skill; dial a “2” if the added or

changed is to be a secondary skill. For ACD systems

connected to the DEFINITY ECS, Release 5, and

later, enter the number that corresponds with the

skill level (1 through 16)

• If the new skill is valid and if your entry is

accepted, you will hear confirmation tone

• The display shows the agent’s new assignment

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