Call Center Programming

[85adventures]

Communication Manager 6.0.1
Call Center Elite Release 6.0

We currently have 5 ACDs set up, all split-based. I need to convert one or two to skill-based. I've read through much of the documentation, but I find it lacking a great deal. I'm hoping someone can set me straight.

I'd like to set up an initial skill-based ACD for test purposes. But, I've read that its all or nothing. I either have split-based or skill-based. I take that as meaning I have to reprogram them all before hand, not just one here or there.

Will agents be able to use the same login IDs for the skill-based as they do for split-based, or will I need to reassign them all new login IDs?

Does anyone have a cheat sheet of steps in converting a Call Center from split-based to skill-based that they are willing to share, and/or a sample skill-based Call Center? I'm really concerned I'll miss some steps along the way.

 

[wmainc]

Unless things have changed a lot, you can have a mix of split and skill based groups. With split based, you don't have login-ID's so you will have to create them for the new groups.

So, yes, you can create a new, skill based test group to experiment with.

 

[85adventures]

From what I can see, I can program the skill-related vdns, vectors, hunt-groups, and agent logins, but I can't really test it. First, I'll need to enable EAS in system-parameters features. I don't think I dare to do so. I'm reading that both EAS and BCMS/VuStats Login IDs can not both be set to yes.