Skill Based Routing Management - NEC Univerge SV9100 Installation Manual

Skill Based Routing Management

Skill Based Routing is a feature that is available on the SV9100. It allows an ACD agent to be given a
priority in an ACD group, each agent is assigned a skill set that defines their skill level in each ACD
group they login to. If you have Agent Control and use the SV9100 Skill Based Routing feature, you
can use MyCalls to manage skill sets that agents have. This includes creating skill sets and the ability
to assign them to agents.
MyCalls will also show the skill level that an agent has in the real-time view of a pilot number. When
MyCalls is licensed, it will detect if Skill Based Routing is licensed in the SV9100 and if it is enable the
feature in MyCalls. When the license has been detected, you will see the Skill Based Routing icon in
Configure > Telephone System > PBX > Agent Control.
Before the skill sets can be managed in MyCalls, Skill Based Routing must be configured on the
SV9100, refer to the ACD Installation manual for further details. All agents including those that are
not using Skill Based Routing should still be listed in the SV9100 - PRG Command 41-23 or Easy Edit
/ Advanced Items / ACD / ACD Skill Based Routing / ACD Skill Based Routing Login code. This is
because MyCalls will use this as the SV9100 as the master list of user login / PIN codes when it's
read from the SV9100.
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