Lucent Technologies CentreVu Release 3 Version 8 External Call History Interface User Manual
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Lucent Technologies CentreVu Release 3 Version 8 External Call History Interface User Manual

Lucent Technologies CentreVu Release 3 Version 8 External Call History Interface User Manual

Call management system release 3 version 8 external call history interface
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CentreVu Call Management System
Release 3 Version 8
External Call History Interface
585-210-912
Comcode 108501784
Issue 1
December 1999

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Summary of Contents for Lucent Technologies CentreVu Release 3 Version 8 External Call History Interface

  • Page 1 CentreVu Call Management System Release 3 Version 8 External Call History Interface 585-210-912 Comcode 108501784 Issue 1 December 1999...
  • Page 2 Copyright 1999, Lucent Technologies Part 15: Personal Computer Statement. This equipment has been certi- All Rights Reserved fied to comply with the limits for a Class B computing device, pursuant to Printed in U.S.A. Subpart J of Part 15 of FCC Rules. Only peripherals (computing input/ output devices, terminals, printers, etc.) certified to comply with the Class Notice B limits may be attached to this computer.
  • Page 3 Ordering Information Call: Lucent Technologies Publications Center Voice: 1-800-457-1235 International Voice: 317-322-6416 Fax: 1-800-457-1764 International Fax: 317-322-6699 Write: Lucent Technologies BCS Publications Center 2855 N. Franklin Road Indianapolis, IN 46219 Order: Document No. 585-210-912 Comcode 108501784 Issue 1, December 1999 You can be placed on a Standing Order list for this and other documents you may need.

  • Page 5: Table Of Contents

    CentreVu® CMS R3V8 External Call History Interface CentreVu® Call Management System Release 3 Version 8 External Call History Interface Table of Contents Introduction . Overview Call Record File Format . Introduction Data Characteristics . File Name Format. File Header . Call Record Header .
  • Page 6 CentreVu® CMS R3V8 External Call History Interface...

  • Page 7: Introduction

    CentreVu® CMS R3V8 External Call History Interface Introduction Introduction ® Overview The External Call History Interface (ECHI) is an optional CentreVu Call Management System (CMS) feature which allows you to transfer the CentreVu CMS Release 3 Version 8 (R3V8) call record files (call history data files) to another computer for processing.

  • Page 8: Call Record File Format

    CentreVu® CMS R3V8 External Call History Interface Call Record File Format Call Record File Format Introduction This section describes the format of the CentreVu CMS call record files that are transferred by the External Call History Interface. Data Integers are stored with the least significant byte first and the most significant byte last.

  • Page 9: Call Record Header

    CentreVu® CMS R3V8 External Call History Interface Call Record File Format The SEQUENCE _NUMBER field identifies a particular call record file so that duplicates can be recognized when retransmission has occurred. These files are sequential. The SEQUENCE_NUMBER restarts at zero when its 4-byte integer reaches its limit (when all bits are high [ones] in its binary equivalent).
  • Page 10 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Field (CMS Database Type Length Description Equivalent) ACWTIME integer 4 bytes The time spent, in seconds, in After Call Work (ACW) associated with this call by the answering agent in this segment.
  • Page 11 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Field (CMS Database Type Length Description Equivalent) SEGSTART integer 4 bytes The UNIX time and date when the call segment started. ( UNIX time and date is the number of seconds since midnight, 01/01/70.) Call segments start when CMS receives the first message for the call, since each call segment represents a call.
  • Page 12 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Field (CMS Database Type Length Description Equivalent) SPLIT2 integer 2 bytes The second split/skill the call was also queued to in the first VDN with which it was associated in the call segment. Applies to Generic 2.2 with Expert Agent Selection (EAS), the ECS, and Generic 3 switches with vectoring only.
  • Page 13 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Field (CMS Database Type Length Description Equivalent) CONFERENCE 1 bit This field indicates whether or not the answering agent initiated a conference on this segment. Valid values for CONFERENCE are 0=NO, 1=YES. Available on the ECS, Generic 2.2 and Generic 3 switches.
  • Page 14 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Field (CMS Database Type Length Description Equivalent) DISPOSITION integer 1 byte This field represents the call disposition and indicates whether the call in the segment was: 1=connected (CONN, non-ACD call to a measured agent) 2=answered (ANS, split/skill or direct agent call answered by an agent) 3=abandoned (ABAN)
  • Page 15 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Field (CMS Database Type Length Description Equivalent) DISPOSITION integer 1 byte For the ECS, and Generic 3 Version 2 and later Generic 3 (contd) switches, forced disconnect calls also include calls disconnected because of the vector disconnect timer or because they reached the end of vector processing without being queued.
  • Page 16 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Field (CMS Database Type Length Description Equivalent) ORIGREASON integer 1 byte The reason code (0 through 9) associated with the originating agent’s mode, if the agent is in the AUX mode. For agents in AUX on switches with releases prior to the ECS or switches that do not have EAS and reason codes active, ORIGREASON is always 0.
  • Page 17 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Field (CMS Database Type Length Description Equivalent) DIALED_NUM char The number the caller dialed (up to 24 digits). This will be bytes the VDN for inbound vectoring calls, blank for inbound calls without vectoring, and dialed digits for outbound calls.

  • Page 18: Sample Call Scenario And Corresponding Call Records

    CentreVu® CMS R3V8 External Call History Interface Call Record File Format Sample Call Scenario: An inbound vectored call is answered by an ACD agent and is then transferred to a VDN. Since the call is transferred, two call records Scenario and are generated (one call record is generated for every call segment ).
  • Page 19 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Call Report Field Call Record Entry Entry VERSION 00000101 00000000 00000000 00000000 File Header SEQUENCE_NUM 00000001 00000000 00000000 00000000 Record CALLID 11010100 00000000 00000000 00000000 Fields ACWTIME 00:42 00101010 00000000 00000000 00000000 ANSHOLDTIME 00:04 00000100 00000000 00000000 00000000...
  • Page 20 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Call Report Field Call Record Entry Entry AUDIO CONFERENCE DA_QUEUED HOLDABN MALICIOUS OBSERVINGCALL TRANSFERRED AGT_RELEASED 00000001 DISPOSITION 00000010 DISPPRIORITY 4 (MED) 00000100 HELD 00000001 SEGMENT 00000001 ANSREASON 00000000 ORIGREASON 00000000 DISPSKLEVEL 00000000...
  • Page 21 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Call Report Field Call Record Entry Entry FIRSTVDN 43211 00110100 00110011 00110010 00110001 00110001 00000000 ORIGLOGIN 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 ANSLOGIN 5018 00110101 00110000 00110001 00111000 00000000 00000000 00000000 00000000 00000000 00000000 LASTOBSERVER...
  • Page 22 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Second Call The scenario continues with the second call segment of the inbound vectored call being transferred to a VDN. The call was transferred by Segment and Call agent 5018 to a VDN. the following table explains the call record for the Record second call segment.
  • Page 23 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Call Report Field Call Record Entry Entry Record SEGSTART 07:38:13 10110110 10111110 01010111 00100101 Fields 04/16/94 SEGSTOP 07:42:35 10110110 10111110 01011010 11101011 04/16/94 TALKTIME 03:19 11000111 00000000 00000000 00000000 NETINTIME 01100010 00000000 00000000 00000000 ORIGHOLDTIME...
  • Page 24 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Call Report Field Call Record Entry Entry Record DISPPRIORITY 5 (HIGH) 00000101 Fields HELD 00000000 SEGMENT 00000010 ANSREASON 00000001 ORIGREASON 00001001 DISPSKLEVEL 00000000 EVENT1-9 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 UCID 00063000890...
  • Page 25 CentreVu® CMS R3V8 External Call History Interface Call Record File Format Call Report Field Call Record Entry Entry Record DIALED_NUM 43712 00110100 00110011 00110111 00110001 Fields 00110010 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 CALLING_PTY...

  • Page 26: Setup Information

    CentreVu® CMS R3V8 External Call History Interface Setup Information Setup Information Introduction This section describes External Call History Interface installation, connecting the CentreVu CMS computer to the receiving computer, and selecting and setting up the receiving computer. Customer You must perform the following steps to be able to transfer call history data.

  • Page 27: Ports

    CentreVu® CMS R3V8 External Call History Interface Setup Information Explorer is an optional package that will allow you to view external call history data. Contact your Lucent Technologies representative for more information. Ports At installation, the ECHI feature will automatically select the port it will use if your CentreVu CMS computer is a Sun computer/server.
  • Page 28 CentreVu® CMS R3V8 External Call History Interface Setup Information The system responds as follows: Capability/Capacity Authorization ------------------- ---------------- vectoring authorized forecasting authorized graphics not authorized external call history authorized expert agent selection authorized external application authorized Lucent Technologies CentreVu (R) Supervisor s authorized Lucent Technologies CentreVu (R) Report Designer s authorized...
  • Page 29 CentreVu® CMS R3V8 External Call History Interface Setup Information 5. Enter 7. The system responds as follows: Select one of the following 1) Turn on CentreVu CMS 2) Turn off CentreVu CMS Enter choice (1-2) 6. Enter 2 to turn off CentreVu CMS. The system responds as follows: *** Turning off CMS, Please wait *** CentreVu CMS turns off and the following information displays on...
  • Page 30 CentreVu® CMS R3V8 External Call History Interface Setup Information The CentreVu CMS Administration menu displays. CentreVu(R) Call Management System Administration Menu Select a command from the list below. 1) acd_create Define a new ACD 2) acd_remove Remove all administration and data for an ACD 3) backup Filesystem backup 4) pkg_install Install a feature package...
  • Page 31 CentreVu® CMS R3V8 External Call History Interface Setup Information 10. Enter the name of the receiving computer. The system responds as follows: Enter the full path of the program to transfer call history files (default: /cms/dc/chr/uucp_copy): NOTE: Currently, CMS uses uucp to transfer external call history files to a designated remote machine and uustat to check that the files were transferred successfully.
  • Page 32 CentreVu® CMS R3V8 External Call History Interface Setup Information The system responds as follows: Enter password for nuucp login on xxxxxxxx (up to 8 characters): 13. Enter the nuucp password for the receiving computer. The system responds as follows: Enter CMS port for connection to xxxxxxxx (s-pdexxxx): 14.
  • Page 33 CentreVu® CMS R3V8 External Call History Interface Setup Information NOTE: The range (0-99999) specified in the prompt represents the total allowed over all ACDs. If you expend the entire allotment on ACD 1, you will have no more space available to other ACDs. CAUTION: You will lose external call record data if all the buffers on the CentreVu CMS computer fill up.
  • Page 34 CentreVu® CMS R3V8 External Call History Interface Setup Information The system responds as follows: Computing space requirements and file system space availability. External Call History package installed 18. Verify that the installation completed successfully by entering the following: tail /cms/install/logdir/admin.log The External Call History package installed successfully when you see the following message: External Call History package installed <date/time>...
  • Page 35 CentreVu® CMS R3V8 External Call History Interface Setup Information 20. Enter 7. The system responds as follows: Select one of the following 1) Turn on CMS 2) Turn off CMS Enter choice (1-2) 21. Enter 1 to turn CentreVu CMS on. The system responds as follows: Please wait for initialization When CentreVu CMS comes up, the following information displays:...

  • Page 36: Turn Echi On Or Off

    CentreVu® CMS R3V8 External Call History Interface Setup Information Turn ECHI On or In a CMS High Availability environment, the installed ECHI package may be turned on or off while CMS is running or not. Use the following procedure. NOTE: When ECHI is off, records are still being collected in files, except that the files are not sent to the receiving computer.
  • Page 37 CentreVu® CMS R3V8 External Call History Interface Setup Information The system responds by listing the package status (on or off) and asking if you would like to turn it on or off: ECHI is off. Do you wish to turn it on? 4.
  • Page 38 CentreVu® CMS R3V8 External Call History Interface Setup Information CMS is Running and If CMS is running and if ECHI is off, the system responds as follows: ECHI is Off External Call History is off. Do you wish to turn it on? (default: yes) Select Return to turn ECHI on.

  • Page 39: Assigning Ports On The Sun Computer

    CentreVu® CMS R3V8 External Call History Interface Setup Information Assigning Ports If your CentreVu CMS computer is a Sun server/computer, you must install the previously described feature, and then either set the Network on the Sun Terminal Server (NTS) port connections, or use a Multiport card.
  • Page 40 CentreVu® CMS R3V8 External Call History Interface Setup Information NOTE: When you enter annex <name of your NTS>, it becomes the default NTS until another NTS is selected using the annex command. The default setting for the NTS ports is 9600 bps, 8 bits, no parity, and 1 stop bit.
  • Page 41 CentreVu® CMS R3V8 External Call History Interface Setup Information NOTE: Be sure to set the location and user_name (and keep them populated) so that any problems can be traced to the correct port. Parameter Recommended Setting mode slave Set to the ip address of the Sun dedicated_address host.
  • Page 42 CentreVu® CMS R3V8 External Call History Interface Setup Information 4. When you are finished, use the following command to reset the ports: command: reset [port number] The system responds as follows: resetting serial port <number> of annex <your NTS number> 5.

  • Page 43: Connecting The Centrevu Cms Computer To The Receiving Computer

    CentreVu® CMS R3V8 External Call History Interface Setup Information c. Add the following system command to the file. You must add one line per each modem or direct connection. (If the Speripherals file already exists, just add the command to it.) rtelnet -fmrt <name of your NTS>...

  • Page 44: Selecting And Setting Up The Receiving Computer

    CentreVu® CMS R3V8 External Call History Interface Setup Information Selecting and This section contains the receiving computer requirements. This section also explains how call records are transferred. Setting Up the Consider the following points before purchasing or connecting the Receiving receiving computer: Computer Processor speed should be as high as practically possible.
  • Page 45 CentreVu® CMS R3V8 External Call History Interface Setup Information The capacity needed to store one record in the database is 233 bytes per record. One call record is generated for each call segment . Multiply 233 by the number of records you want to store (based on estimated call traffic and the length of time you want to store the data) to calculate approximately how much storage capacity you need.

  • Page 46: Setting Up Uucp Software On A Windows Computer

    CentreVu® CMS R3V8 External Call History Interface Setup Information Setting Up uucp You must provide the uucp software for the receiving computer. During setup, the site names (which may be identified by other terms such as Software on a node names or host names) must match for configuration on both Windows machines.
  • Page 47 CentreVu® CMS R3V8 External Call History Interface Setup Information 11. Define the nuucp password that will be used by CentreVu CMS to log in to the receiving computer and send data. This password must match the nuucp password assigned during the External Call History Interface feature installation.
  • Page 48 CentreVu® CMS R3V8 External Call History Interface Setup Information...
  • Page 49 How Are We Doing? Document Title: CentreVu™ Call Management System Release 3 Version 8 External Call History Interface Document No.: 585-210-912 Issue 1 Date: December 1999 Lucent Technologies welcomes your feedback on this document. Your comments are of great value in helping us to improve our documentation. 1.

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