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.
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7In the Move Extension To Split field, highlight the split name/number 
you want the extension assigned to.
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8Do one of the following:
• To change split assignments for other extensions, select OK and 
repeat Steps 5 through 8 for the next extension number.
• If you are done making changes, select OK, then select Cancel to 
save your changes and exit this procedure.
END OF STEPS...........................................................................................................................................................................
Reference
Changing agent skills 
• Changing agent skills is available only for DEFINITY ECS R5 
and later, or for DEFINITY G3V3 or G3V4 with EAS. 
• For agents who frequently have calls on hold, skill changes can 
remain pending for a long time.
• When you change agent skills, the change remains in effect until 
you make another change.
• You cannot exit this window until you get a response to your 
changes.
• You can only select up to 50 agents at a time when applying an 
agent template. 
• The skill administered as Skill 1 affects the way tracking is done 
for an agent. Extension calls and call-handling time are attributed 
to the first skill administered and successfully logged into. (For 
DEFINITY G3V3 or G3V4, direct agent calls are also tracked this 
way; for DEFINITY ECS, direct agent calls are tracked to the 
direct agent skill.) 
						

							  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 calls 
and ACW, and becomes available.
• On G3V3, the skill changes go into effect after the agent manually 
logs out.
• On G3V4 with EAS, the Multi-Agent Skill Change window shows 
the one-character New skill type input field instead of the two-
character New skill level field described here.
• You can script the Change Agent Skills window and schedule the 
script. See “Task: automating your activities with scripting”  for 
more information.
• You can put the Change Agent Skills window on a timetable (see 
“Task: using timetables and shortcuts” for more information). 
When you use the timetable to change agent skills, information 
about the status of the change is not saved. 
Changing extension split assignments
• You can script the Change Extension Split Assignments  window 
and schedule the script. See “Task: automating your activities with 
scripting” for more information. 
• You can put the Change Extension Split Assignments  window on 
a timetable. See “Task: using timetables and shortcuts” for more 
information. 
• You cannot exit this window until the switch responds to your 
changes. 
• For DEFINITY ECS and G3V4, 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), 
are in the ACW mode, or are the last agent in a nonvector-
controlled split with calls in queue, the change is pending until the 
agent logs out, changes to AUX work mode, or completes all calls 
and ACW, and becomes available.
• For G3V2 and G3V3, the change takes place after the agent 
manually logs out.  
						

							  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:
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1From the controller window, select Commands | Agent Administration.
The Agent Administration selector window opens.
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2In the ACD field, select the ACD for which you want to change agent 
skills.
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3Select Operations | Change Agent Skills, and select OK.
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4Select OK.
The Select Agent/Template window opens.
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5Choose from the following:
• To create a template from an existing agent login ID, on the drop-
down list select the agent name or login ID of the agent whose 
skill assignments you want to use as a template, or select Browse 
to choose from a list of agents. Select OK. 
						

							  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 STEPS........................................................................................................................................................................... 
						

							  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:
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1From the controller window, select Operations | Agent Administration.
The Agent Administration selector window opens.
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2In the ACD field, select the ACD for which you want to change agent 
skills.
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3Select Operations | Multi-Agent Skill Change and select OK.
The Multi-Agent Skill Change window opens. 
						

							  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 release 
the mouse button. If you hold down the 
CTRL key while dragging 
and dropping the agent name,  the agent is added instead of moved 
to the destination skill.
• Hold down the 
CTRL key on your keyboard and select multiple 
agent names (as many as 32) in one skill, then drag the agents to 
the new skill and release the mouse button. If you hold down the 
CTRL key while dragging and dropping the agent names, the 
agents are added instead of moved to the destination skill.
• Hold down the 
Shift key and select the first agent name and the 
last agent name in a range to select those agents listed between the 
two. Drag the agents (as many as 32) to the new skill and release 
the mouse button. If you hold down the 
CTRL key while dragging 
and dropping the agent names, the agents are added instead of 
moved to the destination skill.
A confirmation window shows the agents you moved in the left-
hand field, with the agents call-handling preference, reserve level 
or skill level, service objective, and percent allocation for the skill 
(on DEFINITY ECS with 
CentreVu Advocate.) The right-hand 
field shows the from-to skill information.
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5To continue moving agents from skill to skill, do one of the following:
• On DEFINITY ECS, type a skill-level value for each agent 
moved/added to this new skill. On DEFINITY ECS R8 with 
CentreVu Advocate, reserves one and two are also valid skill 
levels.
• On the Move Agents Between Skills window, select Preserve 
Original Level, to keep the agents original skill levels. This 
deactivates the Level field so you cannot type a skill level or 
reserve level for the destination skill.
• On G3V4, select Primary or Secondary for the new skill.
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6To complete the move, select OK or select Cancel to ignore your 
changes. 
						

							  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 
after you select OK. If you arent done, repeat the preceding steps.
END OF STEPS...........................................................................................................................................................................
 StepsTo move extensions between splits:
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1 Select Operations | Move Extensions Between Splits and select OK.
The Move Extensions Between Splits window opens.
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2In the Split List window, double-click the names/numbers of the splits 
to move extensions from/to.
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3Do one of the following: 
• Select one extension number, drag it to the split to which you want 
to move the extension, and release the mouse button. 
• Hold down the 
Ctrl key and select multiple extension numbers in 
one skill, then drag the extensions to the new skill and release the 
mouse button. 
• Hold down the 
Shift key on your keyboard and select two 
extension numbers to select the range of extensions listed between 
the two you selected, then drag the extensions to the new skill and 
release the mouse button. 
The Move Extensions Between Splits confirmation window 
opens.
END OF STEPS........................................................................................................................................................................... 
						

							  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 information.  
• You can put the Move Extensions Between Splits window on a 
timetable. See “Task: using timetables and shortcuts” for more 
information. When you use a timetable to move extensions 
between splits, information about the status of the move is not 
saved. 
• You can move as many as 32 extensions in a single move. 
• You cannot exit this window until the switch responds to your 
changes. 
• For DEFINITY ECS and G3V4, the move 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), 
are in the ACW mode, or are the last agent in a nonvector-
controlled split with calls in queue, the move is pending until the 
agent logs out, changes to AUX work mode, or completes all calls 
and ACW, and becomes available. When these conditions are met, 
the agent extensions are automatically logged out of the moving-
from split and logged in to the moving-to split.
• For agents who frequently have calls on hold, a move-extensions 
request can remain pending for a long time. 
• For G3V2 and G3V3s, the move takes place after the agent 
manually logs out. 
When agents are moved while staffed, the VuStats feature 
(available for DEFINITY ECS and 
DEFINITY G3V3 or G3V4) 
can give agents current split assignments and other ACD-related 
information.  
						

							  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
Steps...........................................................................................................................................................................
1Select Commands | Agent Administration or select Agent 
Administration on the toolbar.
The Agent Administration selector window opens.
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2Select Reports | Split Members and click OK.