Administering Greatest Need

Last Updated : Apr 29, 2013 |

About this task

With Greatest Need, Communication Manager selects the oldest and highest priority call for any assigned skill.

For administered agent login IDs, you can administer the Agent LoginID screen through CMS Supervisor.

Procedure

  1. At the command prompt, type change agent-loginid xxx, where xxx is the login ID of an agent. Press Enter.

    For information about automatic logout and login of logged-in agents, see Administering Avaya Aura® Call Center Elite.

  2. In the Call Handling Preference field, select greatest-need.
  3. In the Service Objective field, enter y to use Greatest Need with Service Objective (SO).
  4. Enter a skill number from 1 to 8000 for each skill that you assign to the agent.
  5. In the SL field, enter a skill level from 1 to 16. For a primary skill, enter 1.
  6. In the RL field, enter a reserve level of 1 or 2.

    Reserve levels 1 and 2 indicate the Expected Wait Time (EWT) threshold levels.

    Note:

    The RL field applies if you enter y in the Service Level Supervisor field on the Hunt Group screen.

  7. Press Enter to save the changes.
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