Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold calls for different Call Center departments such as sales and technical support.
The maximum number of skillsets you can set up depends on whether you have Basic, Enhanced or Professional Call Center, and whether you use CallPilot 100/150, Business Communications Manager or BCM50.
CallPilot 100/150: Basic Call Center = 2 skillsets, Enhanced Call Center = 30 skillsets
Business Communications Manager: Basic Call Center = 2 skillsets, Professional Call Center = 50 skillsets
BCM50: Basic Call Center = 2 skillsets
Configuring a skillset involves:
setting up skillset properties
assigning agents to a skillset
setting up the Routing Tables
assigning the Service Mode
setting up Intelligent Overflow
disabling the skillset if you want to change the skillset properties
unconfiguring the skillset if you want to delete its properties