Call Work Codes; Change Agent Skills; Custom Reports - Lucent Technologies CentreVu Release 3 Version 8 High Availability User Manual

User Scenarios

Call Work Codes

Change Agent
Skills

Custom Reports

Call Work Code changes are specific to a CMS server, so any changes
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made on the Primary CMS server must be duplicated on the Secondary.
To update Call Work Code items, do the following:
1. Perform the Call Work Code changes you require on the Primary
CMS server.
2. Perform the Call Work Code changes on the Secondary CMS
server.
To change agent skills:
1. Access the Agent Administration: Change Agent Skills window on
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the Primary CMS server.
2. Make the desired skill changes.
NOTE:
The skill changes are written to the DEFINITY® ECS and subsequently
displayed on either CMS server.
R3V8 CMS High Availability requires that Custom reports must exist on
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each CMS server in order to be run on each CMS server.
1. Create Custom Report on the Primary CMS server.
2. Back up CMS System Administration data on the Primary CMS
server.
3. Put the Secondary CMS server in single-user mode.
4. Restore CMS System Administration data onto the Secondary CMS
server.
5. Put the Secondary CMS server in multi-user mode.
CentreVu CMS R3V8 High Availability User Guide
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