Before you can change a skillset you must disable the skillset and wait until there are no calls in the skillset. You cannot change a skillset while it is in use.
To set up or change a skillset’s properties
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
If you want to set up a skillset, click the Configure link for the skillset you want to set up
or
if you want to change a skillset, click the Properties link for the skillset you want to change.
The Skillset Properties page appears.
In the Control DN box, type the extension for the skillset.
In the Name box type the name for this skillset. The skillset name can be a maximum of 16 characters.
In the MWI DN box, type the extension of the telephone that you want to display the Message Waiting Indicator for the Skillset Mailbox.
From the Method list box, select Least Busy or Preferred.
The default is Least Busy.
In the Break Time box enter the Break Time period.
The default Break Time is 00:30.
In the Delay Answer box enter the delay answer time.
The default delay answer time is 00:00.
If you want to assign an attendant to the skillset, in the Attendant Ext box type the extension of the attendant.
If your system is configured for bilingual operation, from the Prompt Language list box, select Primary or Alternate. The Prompt Language list box does not appear if you do not use bilingual operation. For more information on bilingual operation go to Assigning the Call Center language.
If you use Expected Wait Time (EWT), enter the number of calls you want to use to calculate EWT in the Use Previous ___ calls to calculate EWT box. This is the number of previous calls that are used to calculate the average call duration of a skillset. The number can range from 2 to 256. The default is 10.
If you use Expected Wait Time (EWT), enter the number of calls you want to use to calculate EWT in the Use Previous ___ calls to calculate EWT box. This is the number of previous calls that are used to calculate the average call duration of a skillset. The number can range from 2 to 256.
If you use Expected Wait Time, leave the EWT Increase Allowed check box selected if you want the system to recalculate the EWT if it increases and continue to play the appropriate EWT greeting. If you clear the check box, callers will not hear recalculated expected wait times if the wait time increases. Whether you select the check box or not, callers will hear the appropriate EWT greeting if the wait time decreases.
If you use Expected Wait Time, in the Initial Call Duration box enter in mm:ss format the initial average call duration that is used to compute EWT. The average call duration is updated whenever a call is released from an agent. The default is 00:03:00.
If you use Activity
Codes, from the Activity Code Entry
Type list box select Prompted
or Optional.
The default is optional.
NOTE: Activity Codes are not available for BCM50.
Click the Submit button.
A message appears that says a new mailbox is created, and that you must initialize it before you enable the skillset. For how to initialize a mailbox refer to the Call Center Set Up and Operation Guide.
Click the OK button.