Convert Supervisor to Supervisor/Agent

[glarkin]

In CCMS 6.0, is there a way to convert a user configured as a Supervisor into a Supervisor/Agent? I can do it in SCCS 4.2 but I don't see how I can in CCM short of deleting the Supervisor and rebuilding as a Supervisor/Agent.

Thanks,

Greg

 

[oceanSD]

I don't have a system in front of me, but in the supervisor profile, I believe you can change the drop-down on the right side to supervisor/agent.

 

[glarkin]

There is a drop down but it's greyed-out.

 

[Milesprower]

Are you logged in with the correct access class privileges? You the the ability to add, edit, delete supervisors.

 

[BkMesser]

Is that user's phoneset logged in?

 

[glarkin]

I'm in an access class that allows add/edit/create/delete of supervisors and agents. I even tried using the webadmin account and it has that dropdown greyed out as well.

The user is not logged in.

Thanks again,

Greg

 

[oceanSD]

I'm not sure about this, but is the supervisor built on an ACD phone? If not, it may need to be built and acquired before you can make that change....

 

[Milesprower]

When building a new site or ACD team with Supervisor/agents, I usually create the supervisor and submit. Then I go back and change the supervisor to Supervisor/Agent and add the skillsets and partition information.

In fact I just did it today. Built the person as a supervisor and submitted it. Then right click on the supervisor in the left window pane and click on supervisor details. Then go to the drop down for supervisor, supervisor/agent, agent and pick supervisor/agent.

I vaguely remember once having the issue you are having. I deleted the supervisor and rebuilt again from scratch. If that doesn't work, plan a reboot of the CCMA.

 

[glarkin]

Thanks for all the suggestions. I think we're going to transfer the agents to a different supervisor and then delete and rebuild him as a Supervisor/Agent. When I get more time I may try to duplicate the problem and see if a reboot helps.

Thanks again,

Greg