You can edit the settings of an agent login ID from Admin Portal.
Procedure
From Admin Portal, go to Resources > Agent Login ID.
Admin Portal displays the list of agent login IDs.
Optional From the Server list, select the required Communication Manager to filter the list.
Find the agent login ID to edit and click the Edit icon.
From the Action list, select Agent Settings.
In the Display Name field, type a name for the display.
In the COR field, enter the Class of Restriction (COR) value assigned to the agent.
In the Coverage Path field, enter the coverage path value.
The coverage path defines the order in which incoming calls are redirected to an alternate agent if a call is not answered.
In the Password field, enter a password.
In the Security Code field, enter the security code of the station.
In the Auto Answer field, select the auto answer value for the station.
In the Call Handling Preference field, select one of the following preferences to specify the call that the agent must receive when calls are in queue.
greatest-need: For the oldest high priority call waiting for an agent with any skill level.
percent-allocation: For the call waiting for an agent with a skill that deviates the most from the administered allocation.
skill-level: For the oldest high priority call waiting for an agent with the highest skill level.
In the Forced Agent Logout Time (HH:MM) field, enter time in hours and select time in minutes.
