Q: How do I add an access code for specified agents?
A: Agents cannot be directly associated with an access code. You need to assign the agents to a skill queue and associate the access code with the skill queue to indirectly associate the agents with the access code.
Scenario
An enterprise uses unified service hotline 1001 (which is called an access code in the system) to provide the Consultation Service (which is called a skill queue in the system). There are 20 agents who are responsible for processing the Consultation Service. However, after new services are brought online, more and more customers make consultation calls, and the 20 agents cannot handle so many calls. More agents are required.
At the same time, some agents who are responsible for processing the Complaint Service are idle and can be assigned.
Requirements: Assign five agents who are originally responsible for processing the Complaint Service to process the Consultation Service.
Procedure
Step 1 Log in to the web configuration console as a VDN administrator (ID: 101).
Step 2 Choose Web Configuration Console > VDN1 Configuration > Agent. On the page that is displayed, click Process in Batches.
Step 3 Modify Skill for agents by adding the new skill and deleting the unnecessary skill.
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