how to change skills with configuraton mngr

Voice & Telephony
1

Environment:

Avaya G3

Genesys 7 Outbound and Enterprise Routing

W2K

We have 2000 agents and we are using multiskill routing to place calls with agents. One of the biggest problems we are facing is constant maintenance of agent skills. Is there an easier way to maintain all agent skills?

Our sv’s are spending hours everyday reassigning skills between agents. The process is very tedicious and has to be repeated for every person. Isn’t there a better way to do it?

2

Kimi

  1. There are some out of the box software packages, applicable as addon’s for Genesys CME.

  2. If you know your SQL, you can set up Queries to update multiple records from the Gensys CME Source Tables (cfg_Agent_Skills>cfg_Person is a good query to start with).

  3. Use MSAccess (via ODBC) to a dB of your choice and set up Update Queries in that.

  4. If you have Siebel 2K, that’s another option.

Mail me direct if you want details of 2 or 3, otherwise 1. should be a web search engine find and 4. may need some local investigations…

Good Luck!

Tony

3

As to Tony`s first point do it at you own peril. It seems quite easy to meddle with the config DB and if you do get a problem Genesys, quite rightly, may refuse to support you! On a positive note why not use the Config SDK?

B

4

Ooops!

Sorry SDK is another option…

As has been pointed out, making changes to the base Tables is not ideal but it does allow multiple updates. Obviously not an out of the box solution from Genesys and therefore has the potential to invalidate support from them…

Thanks Beancurd I did forget to put a caveat in!

5

If you change the skills within the DB don’t you have to restart configuration server for these skills to be picked up?

Thanks Priya

6

Does Genesys support direct DB access?

7

I’ve never actually tried. I’ll try it out and let you know.

8

Hi !

We did it with an sqlscript back in 5.1.

At least the you needed to restart configserver.

/ Someone who don’t want his support agreement terminated. :wink:

9

Hi. We are using ConfigServer and ConfigManager 7. In Configmanager you now have the Manage Skills wizards to update/manage skills for a selected couple of agents at once. For example you can use the find function to select the desired agents and then call the wizard Manage skills with only a rightclick. I think it’s a great improvement.