In earlier releases, the agents could assist multiple skill groups with the required base station configuration and using FACs. In Release 8.1.2 and later, the Call Center Elite and Avaya Aura® Communication Manager provide a feature key for this functionality.

The configured agent data contains a table of agent skills, including the skill group number, the skill level, and other parameters. The highest skill level is 1. As the table allows multiple rows, the agent can have more than one skill. This is conceptually the same as the MQA feature on the CS 1000 endpoints.

When logging in, the agent can see on the phone display the skill groups assigned to them. The SIP agent or supervisor whose station is configured with the add-rem-sk feature keys can change their skill group by pressing the add-rem-sk key and specifying one of the following options using the assigned dial keys:

The agent station shows the skill group change as soon as the Call Center Elite accepts and approves the request.

Both the supervisor and the agent have the capability to change skills. To change the agent skills, the supervisor must enter the ID of the agent. The agent can only change the agent’s own skills.