Dear all,
we are planning to install at a customer a ACCCM 7.0 with Communication Manager 6.01. We know that the ACCCM is able to make Skill-Changes from Agents over the ACCCM. This change will be “go active” when a Agent make a Logout and a Login manual or after his working hours. I think ACCCM provide a direct change from ACCCM to Communication Manager also when the Agent is staffed. There should be a automatic Login/ Logout with the SMS Interface from the AES Server.
What is the behavior on the Agent when the Skill Change will be done?
How long is the Login/Logout time?
What is if the Agent is in status “AUX”?
What is if the Agent is in status “After-Call”
What is with Agent in the ACD Call-Routing (Most Idle Agent…. )?
Does anybody has working with this feature in a productive System?
Many thanks for your answers!
we are planning to install at a customer a ACCCM 7.0 with Communication Manager 6.01. We know that the ACCCM is able to make Skill-Changes from Agents over the ACCCM. This change will be “go active” when a Agent make a Logout and a Login manual or after his working hours. I think ACCCM provide a direct change from ACCCM to Communication Manager also when the Agent is staffed. There should be a automatic Login/ Logout with the SMS Interface from the AES Server.
What is the behavior on the Agent when the Skill Change will be done?
How long is the Login/Logout time?
What is if the Agent is in status “AUX”?
What is if the Agent is in status “After-Call”
What is with Agent in the ACD Call-Routing (Most Idle Agent…. )?
Does anybody has working with this feature in a productive System?
Many thanks for your answers!
