Administering Business Advocate on Communication Manager
Where is Service Level Supervisor administered?
Service Level Supervisor, Dynamic Threshold Adjustment, and Call Selection Override are administered on page 2 of the Hunt Group form. Reserve agents are set up using the Agent LoginID form. (You can set or change reserve skills for existing agents using the Change Agent Skills Dialog Box in CMS Supervisor.) Call Selection Override must also be activated at the system level using the
How to administer Service Level Supervisor for a skill
To administer Service Level Supervisor for a skill:
1.At the command line prompt of your SAT or terminal emulator, enter: change
where xxx is the number of the hunt group for which you want to activate Service Level Supervisor.
2.Press Return.
3.Go to page 2 of the Hunt Group form.
4.Enter y in the Service Level Supervisor? field.
5.In the Activate on Oldest Call Waiting? field, choose one of the following actions:
●Enter y if you want to use time in queue in addition to Expected Wait Time to activate reserve agents
●Enter n if you want to use Expected Wait Time only to activate reserve agents
6.In the Call Selection Override? field, take one of the following actions:
●Type y if you want to override the normal call selection method for a skill’s assigned agents when the skill exceeds its thresholds
●Type n if you do not want to override the normal call selection method of a skill’s assigned agents when the skill exceeds its thresholds
Note:
Call Selection Override must also be activated system wide, using the
7.In the Level 1 Threshold(sec): field, type the number of seconds at which you want reserve agents or call selection override to be activated if call selection override is used. A suggested guideline is to set the Level 1 threshold 5 seconds lower than your target speed of answer.
104 Avaya Business Advocate User Guide | February 2006 |
