When the station registers with Avaya Aura®, the key map loads. It includes the feature key for adding and removing skills. By default, the feature key is labeled as add-rem-skill.
Before you begin
Ensure that the station and the user configuration support this functionality.
Log in to the endpoint.
Press the add-rem-skill key.
STEP RESULT:
The lamp lights up. The endpoint displays the following message: Remove: 0# Add: 1#.
Specify the desired action by entering one of the following using the dial pad keys:
Press 0# to remove a skill. The endpoint displays agent*skill#.
Press 1# to add a skill. The endpoint displays agent*skill*level#.
ADDITIONAL INFORMATION:
Note:
Enter data in accordance with the
ADDITIONAL INFORMATION:
If you enter only the pound sign (#) or any other digit or digit string, the endpoint displays the following message for 5 seconds: Bad skill change input. Then the display shows the current idle or active call state, and the lamp goes dark.
Enter the parameters for the desired action using the dial pad keys.
ADDITIONAL INFORMATION:
When adding a skill, enter data in the following format: <agent_ID>*<skill_ID>*<skill_level>#.
When removing a skill, enter data in the following format: <agent_ID>*<skill_ID>#.
ADDITIONAL INFORMATION:
Note:
The limits for the number of digits are as follows:
Agent ID: maximum 15 digits
Skill ID: maximum 4 digits
Skill Level: maximum 2 digits
STEP RESULT:
If you entered valid data, and Call Center Elite accepts it, Call Center Elite adds or removes the skill from the agent depending on the parameters the agent entered in step 3. The endpoint displays the following message for 5 seconds: Skill changed success. Then the display shows the current idle or active call state, and the lamp goes dark.
If you entered invalid data for agent, skill, priority level or for any combination of these parameters, Call Center Elite rejects the request and performs no actions. The endpoint displays the following message for 5 seconds: Skill change failed. Then the display shows the current idle or active call state, and the lamp goes dark.
If you exceed the maximum number of digits, the endpoint displays the following message for 5 seconds: Size exceeded. Then the display shows the current idle or active call state, and the lamp goes dark.
If you entered data slowly, and the input timer expired, the endpoint displays the following message for 5 seconds: Skill change aborted. Then the display shows the current idle or active call state, and the lamp goes dark.
If you press another feature key or receive and incoming call while entering the data, the endpoint does not send the request to the server and does not display any notification. The display changes to the screen appropriate for the event.
If you press another feature key or receive and incoming call while waiting for a response from the server, the endpoint sends the request to the server, and the display changes to the screen appropriate for the event. The result of the change skill status request is not displayed.
