Hi all,

First of all im new to this forum so "Hi".
Now for the information.

We run a large enterprise (at least 17 sites) with Symposium 4.2 and 5 scattered around britain and with ICM v6 (local - v.7.0 Central sites).

We have had issues recently with skill changes to agents where the agent is stuck in ICM for whatever reason.
Now - what is the RECOMMENDATION for making skill changes? Should we have the agents logout whilst the changes are completed or can we do this change with the agents still logged in. I knoW our Avaya sites have zero issues and will update when the user changes sites but the Symposiums have a question mark due to previous history.

Any advice will be greatly appreciated

Kind Regards

Lee,
Welcome to CCV


We do it on the fly, both Skillset and priority
changes. Not sure if there is an actual advisory
out there.

I've just gone through the Web Client Supervisor guide
and I can't find anything specific, however, it DOES go
into quite some detail on changing whilst the agent is logged in
so I guess it's not frowned on.

Sorry I can't be more help.

Regards

DaveA

Thanks Dave,

Every little help :-D

Do you use ICM to give "intelligent routing"? or do you simply use Symposium to route the calls?

We are of the thinking that something isnt quite talking between the two systems - if you were to ask each of the vendors they would blame each other, hence coming to the "real" workies.

Regards

Lee

I've changed agent skillsets numerous times but never noticed any of the lag you mentioned. not sure if that helps :)