Skills not available if located in non-CWA template path in Genesys

Frequency: Low

User Symptoms:

• KP CWA user expects to see new phone skills available to be used in Cross Skill groups, but they do not show up.
• KP had previously located those skills within a CME/Genesys path\folder that is not a path of a valid CWA template.

Technical Details:

Generally, all phone skills in CME/Genesys to be used within CWA need to be located within valid CWA template path locations.  This applies to all regular template skills, Shared Skills and Cross Skills.

If skills are located outside a CWA template folder, they will not be visible within CWA, and must be relocated.

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NOTE: CWA does have a special custom variation of Shared Skills, created years ago for one LOB, that does allow them to use "shared skills" located in a non-CWA template, but it is for unique scenarios (and that LOB, the only one to use the special option, may not even leverage them anymore).  But otherwise, in general, the rules described above applies to phone skills.. 

Recommended Workaround:

No workaround. Must relocate skills in CME/Genesys.  NOTE: After relocation, must wait for OpsTel's Data Dip (every 30 mins in PROD) to occur in order to refresh CWA (or OpsTel can manually trigger a Data Dip, if timing is critical)

Resolution:

No resolution, as this is stanard behavior.