Removing 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.

  • Attempts to remove an unassigned skill.

  • Attempts to remove a skill from a login ID that has only one assigned skill.

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:

  • An agent is on an ACD call or in the After Call Work (ACW) mode for the skill.

  • A direct agent call is in a queue for the skill.

  • A move is pending from Call Management System (CMS) or Communication Manager.

Procedure

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

    The system plays a dial tone.

  2. Type the Remove 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: Remove Skill: Enter skill, then the pound (#) sign.

  3. Type the skill number with or without the leading zeros, and press the pound (#) sign on the deskphone.

Result

The system plays a confirmation tone if the system removes the skill. You can view the other skill assignments on the deskphone for five seconds.