Avaya callmaster ii User Guide
24
While logged in, you may choose to remove yourself from a skill assignment.
Note: In order to remove yourself from a skill assignment, your ACD system must
have EAS, your voice terminal must be connected to the DEFINITY ECS G3V3 or
later, and you must have Class Of Restriction permission. You cannot use this
feature if you are on a call or in ACW mode for the skill you are removing.
have EAS, your voice terminal must be connected to the DEFINITY ECS G3V3 or
later, and you must have Class Of Restriction permission. You cannot use this
feature if you are on a call or in ACW mode for the skill you are removing.
Removing Yourself from a Skill Assignment
To remove yourself from a
skill assignment
skill assignment
Note: You hear intercept tone if you are not logged
in, if you are not presently assigned to the skill
being removed, or if the skill you are removing is
your only skill.
in, if you are not presently assigned to the skill
being removed, or if the skill you are removing is
your only skill.
1
Pick up the handset [dial tone]
2
Dial the Remove Skill feature access code __________.
(Your system manager can supply this code.)
(Your system manager can supply this code.)
•
The display shows:
“Remove Skill: Enter number, then # sign”
“Remove Skill: Enter number, then # sign”
3
Dial the number of the skill assignment from which
you are requesting to be removed
you are requesting to be removed
Depending on current ACD needs, your ACD supervisor may need to move you to
another split or skill. When a move occurs, staffed agents will be notified with a
flashing light next to the
another split or skill. When a move occurs, staffed agents will be notified with a
flashing light next to the
(alert agent change) feature button, if this
button has been administered.
Note: A VuStats button can be administered on your voice terminal which allows
you to view, on your terminal display, your current split or skill assignments.
you to view, on your terminal display, your current split or skill assignments.
4
Press
•
The display shows your new skill assignments
Note: If you are presently on a call or in ACW for
the skill from which you are removing yourself or if
you have calls remaining in that skill, you will hear
reorder tone and you will not be able to remove
yourself from a skill assignment.
the skill from which you are removing yourself or if
you have calls remaining in that skill, you will hear
reorder tone and you will not be able to remove
yourself from a skill assignment.
Being Moved to Another Split or Skill
#
alrt/agchg