Agents with 2 skills

[koch112]

I have an employee who is both English and Spanish speaking. My predecessor set up 2 distinct CCE Agent-ids for this person depending on whether she is answering calls for English speakers or Spanish Speakers.

This current configuration requires me to have 2 CMS Agent licenses, one for each of her CCE Agent-ids.

I don't know if this is the correct way to set it up. I'd like to do some reading on this but I don't know which Avaya document could help me to understand if this is the correct way to program the CCE Agent-id.

I have requested that Avaya Learning provide me with a course # so I can take on on-line course to better my understanding of how to program CCE Agent-ids.

In the meantime, can anyone point me in a direction?

[koch112]

CMS Agent licenses must match CC Elite Agents licenses

My question is moot. You only need as many CMS Agent Licenses equal to the number of CC Elite Agent licenses.


You can have as many CC Elite Agent login-ids as you want. The only important thing is you can't exceed your CC Elite Agent license count.