Adding skills

Last Updated : Oct 03, 2016 |

About this task

The system plays an intercept tone if a station user:

  • Does not log in to the system.

  • Does not have a Class of Restriction (COR) number that permits the user to change skills.

  • Has the maximum number of assigned skills and attempts to add another skill.

  • Types a skill that is not a valid skill hunt group.

A supervisor can change agent skills if the supervisor has console permissions in addition to the COR number.

The system plays a reorder tone if a move is pending from Call Management System (CMS) or Communication Manager.

Note:

96X1 SIP agent deskphones do not support this feature.

Procedure

  1. Go off-hook on an idle call appearance.

    The system plays a dial tone.

  2. Type the Add Skill Feature Access Code (FAC). You can administer this FAC on the Abbreviated Dial (AD) button.

    The system plays the dial tone again and displays the following message on a deskphone with a display screen: Add Skill: Enter number, then the pound (#) sign.

  3. Type the skill number with or without the leading zeros, and press the pound (#) sign on the deskphone.
  4. Assign a skill level from 1 and 16, and press the pound (#) sign on the deskphone.

Result

If the skill assignment is valid, the system plays a confirmation tone and displays the new skill on the deskphone for five seconds.