Lucent Technologies Centrevu Cms Administration Guide

  Task: administering call center agents  CentreVu CMS Administration
Changing agent skills and extension split assignments6-13
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6In the Move Extension From Split field, highlight the split name/number 
you no longer want associated with this extension....

  Task: administering call center agents  CentreVu CMS Administration
Changing agent skills and extension split assignments6-14
• On G3V4 and any DEFINITY ECS, the change takes place 
immediately for agents who are in the AUX work mode, available, 
or logged out. For agents who are handling calls (including non-
ACD calls, calls on hold, and direct agent calls waiting in queue) 
or agents who are in ACW mode, the change is pending until the 
agent logs out, changes to AUX work mode, or completes all...

  Task: administering call center agents  CentreVu CMS Administration
Creating or applying an agent template6-15
............................................................................................................................................................................................................................................................Creating or applying an agent template
StepsTo create an agent template or to apply an agent template to a group of 
agents:...

  Task: administering call center agents  CentreVu CMS Administration
Creating or applying an agent template6-16
• To apply an existing template to a group of agents, type the name 
or agent login ID of the template whose skills you want to apply to 
a group of agents. Select OK.
The Change Agent Skills window opens with the template name and 
login ID on the title bar. The skills and skill levels for the template you 
named in the preceding window are shown in the Assigned Skills field.
END OF...

  Task: administering call center agents  CentreVu CMS Administration
Multi-agent skill change and moving extensions between splits6-17
............................................................................................................................................................................................................................................................Multi-agent skill change and moving extensions between splits
StepsTo change one skill for multiple agents:...

  Task: administering call center agents  CentreVu CMS Administration
Multi-agent skill change and moving extensions between splits6-18
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4To move agents from skill to skill, do one of the following (you can also 
use these steps to add agents in one skill to another skill):
• Select one agent name/number, drag it to the new skill, and...

  Task: administering call center agents  CentreVu CMS Administration
Multi-agent skill change and moving extensions between splits6-19
Result
If one or more moves fail, a status window shows the moves that were 
not made and the reason, or it shows the pending status.
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7When you are done, the Move or Add window will automatically close...

  Task: administering call center agents  CentreVu CMS Administration
Multi-agent skill change and moving extensions between splits6-20
Reference
• To type a split name in the Split moving from or Split moving to 
field, the name must first be assigned in the  Dictionary. See 
“Task: naming your call center entities in the Dictionary” for more 
information.
• You can script the Move Extensions Between Splits window and 
schedule the script. See “Task: automating your activities with 
scripting” for more...

  Task: administering call center agents  CentreVu CMS Administration
Multi-agent skill change and moving extensions between splits6-21
• For DEFINITY ECS or G3V4, agents cannot be preassigned to 
splits (through switch administration) and then moved to those 
splits from 
CentreVu CMS. If agents are preassigned to splits, the 
message “already assigned” appears when you try to move an 
agent to one of the preassigned splits.  

  Task: administering call center agents  CentreVu CMS Administration
Running a split members report6-22
............................................................................................................................................................................................................................................................Running a split members report...