Could someone layout the steps I would follow to create a new skillset for our call center? We are about to launch VOIP for our customers and I need another skillset to handle VOIP calls, we have a Call pilot menu system, we would add another option for callers to choose VOIP, then this call would need to be sent to the appropriate agent would already be part of one skillset, but this new skillset would need to have priority over the first skillset. Any help or examples would be appreciated.
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create skill new skill set
- Thread starter bochieboy
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Milesprower
Programmer
You'll need to create a new CDN on the switch, update the call pilot menu, add the new skillset to the SCCS, a new script in SCCS to handle the call with the higher priority, and finally update and activate the master script.
Priority is tricky - the system does what you tell it to do and a back-up plan is needed to make sure lower priority calls do get answered eventually.
If you are new to SCCS or call centers, it is not fair of your management to ask you to attempt these steps. You will most definitely have issues.
You should have SCCS admin and scripting training and some Call Pilot/switch familiarity/training as well.
This should be handled by your distributor as a MAC (move/add/change) type order. If you insert an issue(s) into the scripting you could end up paying a lot more in caller frustration and time to correct issues.
Priority is tricky - the system does what you tell it to do and a back-up plan is needed to make sure lower priority calls do get answered eventually.
If you are new to SCCS or call centers, it is not fair of your management to ask you to attempt these steps. You will most definitely have issues.
You should have SCCS admin and scripting training and some Call Pilot/switch familiarity/training as well.
This should be handled by your distributor as a MAC (move/add/change) type order. If you insert an issue(s) into the scripting you could end up paying a lot more in caller frustration and time to correct issues.
- Thread starter
- #3
Milesprower, thanks for your response, we are going to hire someone to script this for us, I just wanted to make sure I knew the steps that it would take to accomplish this; again thanks for your response I have a better understanding now!!!
DancingDave
Technical User
Do you mean that there will be people taking calls on IP phones or people answering calls about VoIP?
If it is the former and you will have the IP phones running off the same Symposium as your current digital phones, then you won't need a new skillset/CDN.
DD
If it is the former and you will have the IP phones running off the same Symposium as your current digital phones, then you won't need a new skillset/CDN.
DD
- Thread starter
- #5
Dancingdave, thanks for the response, no ip phones on our office side, we are cable internet provider and we will offer our customer voip service via cable internet in their homes. Our customer service agents will use digital phone to answer questions about our VOIP service.
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