Lucent Technologies Lucent Call Centers Little Instruction Book For Advanced Administration

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Agent administration 
9 Changing a skill for multiple agents (EAS only) 
Changing a skill for multiple 
agents (EAS only)
The Multi-Agent Skill Change window is used to view current skill 
assignments or to change a skill for multiple agents.
Helpful tips
The Multi-Agent Skill Change window:
nCan be used to change a skill for as many as 32 agents. 
nDoes not allow you to exit until the switch...

Agent administration 
10 Changing a skill for multiple agents (EAS only) 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
The Multi-Agent Skill Change window opens. 
5. To display the agents assigned to a skill, double-click on the skill 
from the Skill List in the left-hand window, or select the skill name 
and press Enter.
6. To move agents from skill to skill, use any of the following methods: 
Click on one agent name or login ID in the...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Agent administration 
11 Changing a skill for multiple agents (EAS only) 
Hold down the SHIFT key and click the first agent’s name and the 
last agent’s name within a skill to select the entire range of agents 
between them, and then drag the agent names to the new skill in the 
Skill List and release the mouse button. 
7. To add agents in one skill to another skill, click on the agent name or...

Agent administration 
12 Changing an agent’s extension split assignment (non-EAS) 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Changing an agent’s 
extension split assignment 
(non-EAS)
The Change Extension Split Assignments window is used to list the 
currently assigned splits and to change the splits assigned to a specific 
extension number.
Helpful tips
The Change Extension Split Assignments window:
nAllows you to make changes to...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Agent administration 
13 Changing an agent’s extension split assignment (non-EAS) 
The Select Extension window is displayed.
5. Type in the number of the extension you want to change the splits 
assignment for, or use the drop-down list to select the extension.
6. Select OK.
The Change Extension Split Assignments window is displayed.  
NOTE:
The Move Extension From Split field shows the split...

Agent administration 
14 Changing an agent’s extension split assignment (non-EAS) 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
7. In the Move Extension From Split field, select the split names or 
numbers you no longer want assigned to this extension.
8. In the Move Extension To Split field, select the split names or 
numbers you want assigned to this extension.
9. Select OK to accept changes.   

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Agent administration 
15 Moving multiple agents’ extensions between splits (non-EAS) 
Moving multiple agents’ 
extensions between splits 
(non-EAS)
The Move Extensions Between Splits window is used to view current 
extension assignments or to move extensions between measured splits.
Helpful tips
The Move Extensions Between Splits window:
nAllows you to move as many as 32 extensions in a single...

Agent administration 
16 Moving multiple agents’ extensions between splits (non-EAS) 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
The Move Extensions Between Splits window appears. 
5. Double-click the split names or numbers you want to move 
extensions between from the Split List box. 
A window opens displaying the extensions assigned to those splits you selected.
6. To move extensions, use either of the following methods:
Hold down the...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Agent administration 
17 Tracing an agent’s call activity 
Tracing an agent’s call 
activity
The Activate Agents Trace window is used to start or stop CentreVu CMS 
tracing of agent activities, including agent state changes.
Helpful tips
The Activate Agents Trace window:  
nAllows you to activate traces for up to 250 agents.  This limit applies 
to the number of agents administered to be traced...

Agent administration 
18 Tracing an agent’s call activity 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
The Activate Agent Trace window opens. 
5. Enter the agent names or login IDs of the agents you want to trace.  
You can also select agents using the drop-down list or the Browse 
button, or you can use List All from the Actions menu to list all 
agents in the ACD and their tracing status.
6. Select the On button and select Modify from...