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| Contact Center Symposium and ACD Nortel's Symposium Call Center Server, including Web Client, Symposium Agent and TAPI, also ACD, Meridian Max, CCR, IVR Application Discussion and Support here. |
| Tags: call, express, questions, routing, symposium |
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 12-07-2004, 07:57 AM | #1 (permalink) | ||||||||
| Junior Member 
Location: Columbus, Ohio Rep Power: 7  | Can someone please give me some guidance? We currently use Symposium Express to route calls to our Customer Service Reps. We have two skillsets defined (I'll call them A and B) and need to maintain the two skill sets for statistics. In skillset A we only had one agent - she has retired. Since she's retired, calls that go to skillset A now need to be routed to all customer service rpes who, before her retirement only answered calls for skillset B. Any idea what I need to do to accomplish this? Thanks | ||||||||
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| 01-18-2005, 04:20 AM | #3 (permalink) | ||||||||
| Junior Member
Location: Leicester, England Rep Power: 6 | ups power for norstar go into agent skillset assignments along the horizontal you will see your skillsets A & B on the left hand vertical you will see your agents go into the A skillset column and select a priority 1,2,3,or 4 against the agents you want to answer skillset A then save. | ||||||||
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