Administering Business Advocate through CMS Supervisor

This section provides administration procedures for tasks that you can complete for existing agent login IDs using CMS Supervisor after initial administration is completed on the switch. It also includes information about setting Acceptable Service Levels for Call Management System (CMS) reporting.

This section includes the following topics:

Agent administration on page 123

Administering acceptable service levels on page 133

Agent administration

This section provides instructions on how to perform agent administration for existing agent login IDs. New agent login IDs must be initially administered on the switch, and the agent must log in for the changes to take effect. Agents can be administered using the Change Agent Skills dialog box or the Multi-Agent Skill Change dialog box. This section includes procedures for using each dialog box.

This section includes the following topics:

Using the Change Agent Skills dialog box on page 124

Accessing the Change Agent Skills dialog box on page 124

Working with agent skills on page 124

Administering call handling preferences on page 126

Using an agent template on page 128

Accessing the Multi-Agent Skill Change dialog box on page 129

Adding agents to a skill on page 129

Removing agents from a skill on page 130

Moving agents between skills on page 131

Avaya Business Advocate User Guide

February 2006 123

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Avaya 3.1 manual Administering Business Advocate through CMS Supervisor, Agent administration