Nortel Networks Call Center Telephone - Manual (Page 107)

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