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Old 07-24-2020, 08:44 AM
koch112 koch112 is offline
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Join Date: Jun 2020
Posts: 17
koch112 has 10 reputation points
Default Agents with 2 skills

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?
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