Configure the contact center to use the AI Pairing algorithm for call routing. You can also specify the release number that you use in your contact center.
On the Configuration Server web portal, go to AdministrationParametersGlobal Configurations.
On the Global Configurations page, click Call Center Features.
ADDITIONAL INFORMATION:
Configuration Server displays the Add New Global Config pane on the right.
In Aux Agent Remains In LOA Queue, select one of the following:
no: The contact center removes the agents in Aux mode from the LOA queue.
yes: The contact center keeps or places the agents in Aux mode into the LOA queue.
In AUX Agent Considered Idle (MIA), select one of the following:
no: The contact center removes the agents in Aux mode from the MIA queue.
yes: The contact center keeps or places the agents in Aux mode into the MIA queue.
In Work Mode On Login, select one of the following word modes:
In MIA Across Skills, select one of the following:
no: The contact center removes the agents from the MIA queue when they answer the call with the corresponding skill, but leaves the agent in the queue for other skills.
yes: The contact center removes the agents from the MIA queue for all skills when they answer the call.
In ACW Agent Considered Idle, select one of the following:
no: The contact center removes the agents in ACW mode from the MIA queue.
yes: The contact center adds the ACW time to the idle time and places the agents into the MIA queue.
In Minimum Agent-LoginID Password Length, type the minimum length of the agent password.
ADDITIONAL INFORMATION:
You can configure a password for each agent login ID on the Agents page.
In Message Wait Lamp Indicates Status For, select one of the following options:
STATION: The message waiting indicator on the phone indicates an incoming message for the phone extension.
AGENT: The message waiting indicator on the phone indicates an incoming message for the agent login ID.
In AI Pairing, select one of the following:
disable-all: The AI Pairing algorithm is unavailable for call routing.
no: The contact center does not use the AI Pairing algorithm.
yes: The contact center uses the AI Pairing algorithm for call routing.
In Maximum Agent Occupancy Aux Work Reason Code, select a reason code for moving an agent to Aux mode when the contact center reaches the 100% agent occupancy.
ADDITIONAL INFORMATION:
You can select one of the Aux work reason codes configured on the Reason Codes page of the Contact Center tab.
In ACW Forced Logout Reason Code, select a reason code for logging out an agent when the After Call Work timeout expires.
ADDITIONAL INFORMATION:
You can select one of the logout reason codes configured on the Reason Codes page of the Contact Center tab.
In Clock Time Forced Logout Reason Code, select a reason code for logging out an agent at the end of the shift.
ADDITIONAL INFORMATION:
You can select one of the logout reason codes configured on the Reason Codes page of the Contact Center tab.
To determine how agents enter reason codes for going into Aux work mode, in Aux Work Reason Code Type, select one of the following:
None: The agent cannot enter a reason code for going into Aux mode.
Requested: The agent can choose whether to enter a reason code for going into Aux mode.
Forced: The agent must enter a reason code for going into Aux mode.
To determine how agents enter reason codes for logging out, in Logout Reason Code Type, select one of the following:
None: The agent cannot enter a reason code for logging out.
Requested: The agent can choose whether to enter a reason code for logging out.
Forced: The agent must enter a reason code for logging out.
In CMS Release, select the Call Management System release that you are using.
At the top-right corner of the page, click Save.
STEP RESULT:
Configuration Server displays the saved configuration on the Global Configurations page.
