Acd Skill Based Routing - NEC univerge sv8100 Installation Manual

UNIVERGE SV8100
Description
The SV8100 can distribute ACD calls based on the Agent's skill level when it receives
ACD Calls. There are seven priority levels that the Agents can be set to for each ACD
Queue. Each queue can have a different priority level. This will work for both AIC
and Normal Agents. The skill levels are based on the Login ID that the Agents use.
This requires both the Version 5000 Enhancement license and the ACD Skill Based
Routing license.
Normal Login Mode
This section describes the skill level assignment for each agent in Normal Login
Mode.
ACD Installation Manual
Ext 101
Login ID: 1010
Ext 101
Ext 102
Ext 102
Ext 103
Login ID: 1011
Ext 103
Login ID: 1012
Table 1
Table 2
Table 3

ACD Skill Based Routing

Mode Assignment (PRG 41-05-01)
Mode 1
Mode 2
ACD Group Assignment (PRG 41-02-XX)
Mode 1 Mode 2
Group 1 Group 1
0 Group 1
Group 1 Group 2
Login ID to Skill Table (PRG 41-21-01&02)
Login ID
1010
1011
1012
Skill Table (PRG 41-23-01)
Group 1 Group 2
Level 1 Level 1
Level 2 Level 1
Level 2 Level 1
8:30~12:00
13:00~17:30
--- Mode 8
---
---
---
Skill Table
Table 1
Table 2
Table 3
--- Mode 64
--- Level 1
--- Level 1
--- Level 1
Issue 4.0
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