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 responds to your 
requested changes.
nActivates requested skill changes 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 are in the ACW mode, the change is 
pending until the agent logs out, changes to the AUX work mode, or 
completes all calls and ACW, and becomes available. 
To change a skill for multiple agents:
1. Select Agent Administration from the Commands menu.
2. Select the ACD to make changes to from the ACD drop-down list.
3. Select Multi-Agent Skill Change from the Operations tab of the 
Agent Administration window.
4. Select OK. 
						

							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 right window, drag it to 
the new skill in the Skill List on the left, and release the mouse 
button.
Or
Hold down the CTRL key and click multiple agent names or 
numbers (up to 32 agents) in one skill, drag the agents’ names to the 
new skill in the Skill List, and release the mouse button.
Or 
						

							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 
names, hold down the CTRL key while dragging the names from the 
old skill to the new skill, and release the mouse button.  Note that 
this procedure adds instead of moves agents to the new skill.  
The Move Agent Between Skills window is displayed, showing the Move From Skill 
and Move To Skill on the right side of the screen.
8. To make changes to skill levels for the new (Move To) skill, select 
the Level button and enter a skill level of 1-16 for each agent (with 
EAS-PHD) or enter a reserve level of 1 or 2 (with CentreVu 
Advocate).  If you select Preserve Original Levels, the Level field is 
disabled and you cannot enter a skill or reserve level for the 
destination skill. 
9. Select OK to accept your changes.  
The Operation successful window is displayed to confirm that changes were 
successfully made.  
10. Select OK to close the confirmation window. 
						

							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 extension split assignments for 
specific extensions.
nDoes not allow you to exit until the switch responds to your 
requested changes.
nActivates requested split changes 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 are in the ACW mode, the change is 
pending until the agent logs out, changes to the AUX work mode, or 
completes all calls and ACW, and becomes available. 
nKeeps change-extensions requests pending for agents who frequently 
have calls on hold. 
To change the splits assigned to a specific extension number:
1. Select Agent Administration from the Commands menu.
2. Select the ACD you want from the ACD drop-down list.
3. Select Change Extension Split Assignments from the Operations tab 
of the Agent Administration window.
4. Select OK.  
						

							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 where the 
extension is currently assigned.  The Move Extension To Split field 
lists all of the available split names or numbers for which the user has 
permission.  If the extension is currently logged into the split shown in 
the Move Extension From Split List, the Logged-In icon is shown, 
otherwise no icon appears. 
						

							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 move.  
nDoes not allow you to exit until the switch responds to your 
requested changes.
nActivates requested split changes 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 are in the ACW mode, the change is 
pending until the agent logs out, changes to the AUX work mode, or 
completes all calls and ACW, and becomes available. 
nKeeps move-extensions requests pending for agents who frequently 
have calls on hold. 
To move multiple extensions between splits:
1. Select Agent Administration from the Commands menu.
2. Select the ACD you want from the ACD drop-down list.
3. Select Move Extensions Between Splits from the Operations tab of 
the Agent Administration window.
4. Select OK.  
						

							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 CTRL key and click the extension numbers that you 
want to move, drag the extensions to the new split, and release the 
mouse button. 
Or
Hold down the SHIFT key and click the first and last extension 
numbers in the range of numbers you want to move, drag them to the 
new split, and release the mouse button. 
The Move Extensions Between Splits confirmation window is diplayed.  Select OK to 
accept changes.  
						

							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 by one CentreVu 
CMS server across all ACDs.  
Tip:
To avoid adversely impacting performance, activate only the traces 
that are needed.  
NOTE:
The agent trace file discards the oldest records as new records are 
written, based on the number of agent trace records allocated in Data 
Storage Allocation.  If you want to keep old agent traces, you should 
print them.
To start an agent trace:
1. Access Agent Administration from the Commands menu.
2. Select the ACD you want from the ACD drop-down list. 
3. Choose Activate Agent Trace from the Operations tab of the Agent 
Administration window.
4. Select OK. 
						

							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 the Actions menu to 
start the trace. 
Tip:
You can use the same procedure to turn an Agent Trace off.  Turning 
an Agent Trace off does not delete the records for that agent.