mke

Hello everyone! I am new to telephony and I'm very happy to find this group!

We have a G3 V12 with CMS. I have agents that will belong to several hunt groups under one VDN with five vectors . Is it possible to give them one agent login method or will they have to log into each hunt group by either pressing the fac and the 4-digit hunt group or some abrv-dial buttons I program?

Thanks in advance, and have a great weekend!

-Mike

PBXBear

Mike-

Welcome to AVAYA Telephony! If your PBX has EAS (Expert Agent Selection) either the Basic or Elite package you will be able to have the agents log into multiple skills (fyi: hunt groups in a call center scenario are called either Splits or Skills). To figure out if you have EAS. Run a "disp sys cust" command.

And at *about* the 5th page under: "Call Center Optional Features" see if the following is selected (Y)es:

Expert Agent Selection (EAS)? y

If so, then on the Agent LoginID as long as the skill (aka hunt group #) is listed under SN - when the agent logs in they will log into all the skills listed on their Agent LoginID profile. If it is not selected - they will have to log into each skill (aka hunt group #) seperately. Bleck! Don't forget to select ACD?, QUEUE? VECTOR? & "SKILL?" to (Y)es on the Hunt Group (page 1 & 2).

Try to get your hands on the: AVAYA Little Instruction series (they have it for basic admin, advanced admin, basic diagnostics, call center and advanced call center). It's free off of suppotr.avaya.com under the documentation section. They are very easy to ready, learn, understand and use. They're a quick bible in this technology.

Good luck, have fun, and again welcome.

Regards,

Chris

PBXtech.info

 

mke

Thank you so much for responding to my post! Yes, we do have eas and I did forget to change the parameter for skill to y on the hunt group.

Currently, the agents log into the hunt groups manually by pressing a fac and then the 4-digit hunt group number. I cannot seem to figure out how to login just using their agent id. I've tried using the Auto-In fac and then their agent id number, but get the ol' french horn.

How would an agent login using the agent id? Is there another fac that I need to setup?

Thanks again! I greatly appreciate your assistance! :)

PBXBear

Just make sure the hunt groups are set up as Skills, give them one Log-In button. They press Log-In, dial their Agent LoginID and that should be it.

If not, check the Agent LoginID profile: change Agent [AGENT ID EXTENSION]... You can do a list agent to see all your agents.

You have to set up a station for agents to work at (which it sounds like you have). But you also have to administer agent profiles for what skills agent log into. That's done on the cha agent [agent ext] form.

Again, check out the books I mentioned. :-)

-Chris