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Interactions Between Call Vectoring/EAS and
BCMS/CMS
F-18 Issue 4 September 1995
21 and 23. This allows users who prefer to specify the actual skill number in the
vector to take advantage of the tracking for VDN skill preferences.
"G3V2 EAS Administration from CMS" R3V2 CMS can be used to administer
vectors as well as skills for agents and VDNs. The ACD Administration: Change
Agent Skills CMS screen is used to request that the current set of skills assigned
to an agent be sent from G3V2. Both the skill number and skill type (primary or
secondary) is displayed and can be modified.
NOTE:
Any changes made are not put into effect until the next time the agent logs
in.
The ACD Administration: Change VDN Skill Preferences screen is used to
request a VDN’s skill preferences and to modify the VDN’s skills.
The CMS Vector Contents screen is used to create and modify vectors. CMS
supports the Call Vectoring commands that queue calls to the 1st, 2nd, or 3rd
VDN skill.