Page 1 ® CentreVu Supervisor Version 8 Installation and Getting Started 585-210-928 Comcode 108502170 Issue 1 December 1999...
Page 2 International Voice: +1-317-322-6848. carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be European Union Declaration of Conformity responsible for any charges that result from such unauthorized Lucent Technologies Business Communications Systems use.
Page 3 Client Software License Agreement DEFINITIONS “Lucent” means Lucent Technologies Inc. “You”, “Your”, or “Licensee” means the person or business entity who purchased this License to use this Client Software or for whom such License was purchased. “Client Software” means a software application that operates on a computer system that provides resources to Client Software.
Page 4 Introduction 6. Termination. This Agreement shall automatically terminate if You breach any of the terms or conditions of this Agreement. You agree to destroy the original and all copies of the Client Software and Documentation, or to return them to Lucent, upon Termination of this License. LIMITED WARRANTY AND LIMITED LIABILITY 1.
Page 5 Government is subject to restrictions as set forth in FAR 52.227-14 (June 1987) Alternate III (g)(3) (June 1987), FAR 52.227-19 (June 1987), or DFARS 52.227-7013 (c)(1)(ii) (June 1988), as applicable Contractor/Manufacturer is Lucent Technologies Inc. 11900 North Pecos Street, Westminster, Colorado 80234.
Page 6 Introduction...
Page 7: Table Of Contents
CentreVu Supervisor Version 8 Installation and Getting Started Table of Contents CentreVu Supervisor Preface ............P-1 Overview .
Page 8 CentreVu Supervisor Version 8 Installation and Getting Started viii Uninstalling CentreVu Supervisor ........4-1 Overview .
Page 9 CentreVu Supervisor Version 8 Installation and Getting Started Completing Input Windows ........5-40 Completing Input Fields .
Page 10 CentreVu Supervisor Version 8 Installation and Getting Started Data Labels Tab ..........7-37 Minimizing Report Output Windows .
Page 11 CentreVu Supervisor Version 8 Installation and Getting Started Communications Tab ........8-18 Network Connection Settings .
Page 12 CentreVu Supervisor Version 8 Installation and Getting Started...
Page 13: Preface
CentreVu Supervisor Version 8 Installation and Getting Started Overview CentreVu Supervisor Preface Overview ® The CentreVu Supervisor Installation and Getting Started document includes the following information: Instructions for installing CentreVu Supervisor (Supervisor) on a local PC from a network server or CD-ROM...
Page 14 CentreVu Supervisor Version 8 Installation and Getting Started Overview This document is intended for anyone who is installing the CentreVu Supervisor software on the DEFINITY Enterprise Communications Server (ECS). It ® † assumes that you are familiar with your PC and the Microsoft...
Page 15: Contents Of This Document
CentreVu Supervisor Version 8 Installation and Getting Started Contents of This Document Contents of This Document The document is organized into the following chapters: Chapter 1 Introduction This chapter introduces the CentreVu Supervisor application. It provides information on the following:...
Page 16 CentreVu Supervisor Version 8 Installation and Getting Started Contents of This Document Getting Started with CentreVu Supervisor Chapter 5 This chapter walks you through the process of starting Supervisor, logging into a CMS server, logging out of a CMS server, and exiting Supervisor. It also teaches you...
Page 17: Conventions Used In This Document
CentreVu Supervisor Version 8 Installation and Getting Started Conventions Used in This Document Conventions Used in This Document The following conventions are used in this document: Convention Description Bold Text Menu names, options, and icon names are shown in bold text. For example: Choose Save from the File menu.
Page 18: Related Documents
CentreVu Supervisor Version 8 Installation and Getting Started Related Documents Related Documents The following documents include additional information about the Call Management System or Supervisor: ® CentreVu Supervisor Version 5 User Guide (585-215-829) ® CentreVu Call Management System Release 3 Version 8 Administration (585-210-910) ®...
Page 19: Introduction
CentreVu Supervisor Version 8 Installation and Getting Started Introduction About CentreVu Supervisor CentreVu Supervisor Introduction About CentreVu Supervisor ® The Lucent Technologies CentreVu Supervisor (Supervisor) software is a graphical user interface to the Lucent CentreVu Call Management System Release 3 Version 8 (CentreVu CMS R3V8) or Call Management System Release 3 Version 6 (CentreVu CMS R3V6) software.
Page 20 CentreVu Supervisor Version 8 Installation and Getting Started Introduction About CentreVu Supervisor NOTE: Supervisor is not supported for all languages of Windows operating systems. For information about which versions of Supervisor are supported for which Windows operating systems, see the table on the following page.
Page 21: About Centrevu Supervisor
CentreVu Supervisor Version 8 Installation and Getting Started Introduction About CentreVu Supervisor Language English Dutch French German Italian Portuguese Spanish Japanese Windows 95 Windows 98 Windows NT 4.0 Windows 95 Windows 98 Windows NT 4.0 Windows 95 Windows 98 Windows...
Page 22: About Centrevu Cms
CentreVu Supervisor Version 8 Installation and Getting Started Introduction About CentreVu CMS About CentreVu CMS CentreVu Call Management System (CMS) is a software product used by ® customers who have the Lucent Technologies DEFINITY Enterprise Communications Server (ECS) or Lucent telecommunications switches and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) feature of the switch.
Page 23: Types Of Installation
CentreVu Supervisor Version 8 Installation and Getting Started Introduction Types of Installation Types of Installation There are several ways of installing the CentreVu Supervisor software. This manual discusses the following methods: Local installation. With this type of installation, all of the Supervisor software is installed locally on each PC from a CD-ROM or from a network server.
Page 24: Checking Package Contents
CentreVu Supervisor Version 8 Installation and Getting Started Introduction Checking Package Contents Checking Package Contents The CentreVu Supervisor software package includes the items listed in Table 1. Check the package contents to be sure all items are included. Table 1: CentreVu Supervisor Package Contents...
Page 25: Installation Support
CentreVu Supervisor Release 8. Review this list to see that all files were successfully installed. Chapter 9, “Troubleshooting.” If you have further questions, contact the Lucent Technologies National Customer Care Center on 1-800-242-2121. For international support, call your Lucent representative or distributor for assistance.
Page 26: Online Help
CentreVu Supervisor Version 8 Installation and Getting Started Introduction Installation Support Online Help CentreVu Supervisor provides online Help to assist you in installing and using Supervisor. This Help is divided into main categories (books), as shown on the Help Contents tab shown below: Help Topics Topics are the basic unit of a help project.
Page 27: Learning To Use Help
CentreVu Supervisor Version 8 Installation and Getting Started Introduction Installation Support Learning to Use Help You can get information from Supervisor Help in a number of ways. The method you use often depends on the type of information you are searching for.
Page 28: What You Need On Your Pc
CentreVu Supervisor Version 8 Installation and Getting Started Introduction What You Need on Your PC 1-10 What You Need on Your PC To install and run CentreVu Supervisor, you need the following recommended configuration: A Pentium 133 MHz processor. NOTE: The minimum supported PC configuration is an Intel 486-compatible 66 MHz processor.
Page 29: Other Requirements
CentreVu Supervisor Version 8 Installation and Getting Started Introduction What You Need on Your PC 1-11 For Serial Connection — Serial cable correctly wired to support hardware flow control and a 16550A UART communications port — Available COM port. For Modem Connection—at least a 19.2 Kbps modem and a 16550A UART communications port.
Page 30: What You Need For Your Centrevu Cms Server
CentreVu Supervisor Version 8 Installation and Getting Started Introduction What You Need for Your CentreVu CMS Server 1-12 What You Need for Your CentreVu CMS Server To install and run CentreVu Supervisor, you need the following: † SPARCserver computer CentreVu Call Management System Release 3 Version 8 or Version 6 (CentreVu CMS R3V8 or R3V6).
Page 31: Cms System Capacities
CentreVu Supervisor Version 8 Installation and Getting Started Introduction CMS System Capacities 1-13 CMS System Capacities The CMS system capacities are unchanged by the Supervisor software. If you are putting your CentreVu Supervisor users on a LAN, then your network must support the additional network traffic.
Page 32: Number Of Pcs Allowed To Run Supervisor
CentreVu Supervisor Version 8 Installation and Getting Started Introduction CMS System Capacities 1-14 Number of PCs Allowed to Run Supervisor The number of PCs running CentreVu Supervisor is limited by the number of simultaneous users contracted for in the site-licensing agreement with Lucent.
Page 33: Security
CentreVu Supervisor Version 8 Installation and Getting Started Introduction CMS System Capacities 1-15 Security When Supervisor is connected to CMS, the same level of security is afforded to you as with a dedicated CMS terminal. The existing CMS permissions structure will be honored.
Page 34 CentreVu Supervisor Version 8 Installation and Getting Started Introduction CMS System Capacities 1-16...
Page 35: Installing Centrevu Supervisor On A Local Pc
CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Overview CentreVu Supervisor Installing CentreVu Supervisor on a Local PC Overview Local installation means that you install all of the files necessary to run ®...
Page 36: Installation Procedures
CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures Installation Procedures Use these procedures to install CentreVu Supervisor on a PC that will run the application from a local disk drive. If you are installing Supervisor on each PC using the network, start with the “Preparing the Network Folder”...
Page 37: Setting Up The Pc
CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures Verify that the network drive where you copied the contents of the distribution medium is available to each PC that will be installing Supervisor from the network.
Page 38 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures b. If installing from CD-ROM and AutoPlay is not enabled, follow Steps and 6, insert the CD and then proceed with Step 10.
Page 39 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures In the Run dialog box, select the Browse button. The Browse dialog box appears. In the Browse dialog box, navigate to the drive and directory containing the CentreVu Supervisor files.
Page 40 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures 10. After a short wait, the CentreVu Supervisor 8.0 Installation Welcome window appears. 11. Select Next. Setup begins searching for a previous installation of...
Page 41 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures 12. The Type of Location dialog box appears. 13. Select Install to Local PC to install CentreVu Supervisor to a stand-alone client PC or on the client’s own Local Area Network (LAN) drive.
Page 42 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures 15. Select Next. Then select one of the following, depending on which dialog appears: If the Replace CentreVu Supervisor 5.0 dialog box appears, it means...
Page 43 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures Keep Existing—the setup program will keep the existing installation of Supervisor and prompt to install Supervisor Version 8 in a different folder. NOTE:...
Page 44 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures 2-10 NOTE: If you decide to keep the previous installation of Supervisor Version 1, you can uninstall it later using the uninstall executable file on the Supervisor CD-ROM.
Page 45 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures 2-11 25. Use the Browse option to display the Select Destination Directory dialog box. 26. In the Select Destination Folder dialog box, do one of the following: Navigate to the drive and folder where you want to install the files.
Page 46 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures 2-12 28. Select Next. The Type of Install dialog box appears. 29. In the Type of Install dialog box, select one of the following: Typical—this selection installs all of the basic options in English,...
Page 47 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures 2-13 30. If you selected Custom, the Select Components dialog box appears. This dialog box lets you select or deselect the components and language versions you want to install.
Page 48 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures 2-14 33. Select Next. The Select Folder dialog box appears. 34. The Select Folder dialog box lets you select a folder in which to put CentreVu Supervisor shortcuts.
Page 49 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures 2-15 The Ready to Install dialog box appears. 36. Select Install to begin the installation. A progress indicator shows what percentage of the files are being installed.
Page 50 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Local PC Installation Procedures 2-16 When the installation is complete, the Install Successful dialog box appears. 37. Select Finish to return to your desktop. 38. CentreVu Supervisor installation is complete.
Page 51: Installing Centrevu Supervisor On A Shared Network Drive
CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Overview CentreVu Supervisor Installing CentreVu Supervisor on a Shared Network Drive Overview ® This chapter explains how to install the CentreVu Supervisor application software for use in a shared application folder configuration on the network drive.
Page 52: Installation Procedures
CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures Installation Procedures Installing CentreVu Supervisor to a shared application folder is a two-step process that consists of the following: Performing the network setup Performing a client setup at each client PC.
Page 53 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures The file will be displayed in Windows Notepad, as shown below: To exit the readme file, close the Notepad application. Insert the CentreVu Supervisor CD-ROM into the CD-ROM drive. One of...
Page 54 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures In the Open text box, enter your CD-ROM drive, followed by setup, and then select OK. In the following example, the “d:” drive is selected.
Page 55 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures 11. Select Next. The Type of Location dialog box appears. 12. Select Install on Shared Network Drive to install the CentreVu Supervisor application files to a folder on a shared network server.
Page 56 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures The setup program expands all program files and all language versions into the network directory specified in the Select Network Location dialog box.
Page 57 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures 18. Select OK. The drive and folder where Supervisor will be installed appears in the Select Network Location dialog box. 19. Select Next. The Ready to Install dialog box appears.
Page 58 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures When the installation is complete, the Install Successful dialog box appears. 21. Select Finish to return to your desktop. 22. CentreVu Supervisor installation is complete. Go to Chapter 5, “Getting Started with CentreVu Supervisor,”...
Page 59: Client Setup
CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures Client Setup The client setup program sets up the client computer to access CentreVu Supervisor from the network server. Supervisor setup installs the application files on the network, while client setup installs on the client PC only the user- specific files needed to run Supervisor.
Page 60 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures 3-10 If the setup program finds a previous installation of Supervisor Version 6 or Version 8, the Previous Version Found dialog box appears.
Page 61 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures 3-11 The Replace CentreVu Supervisor 5.0 dialog box appears. Select one of the following: Replace Existing—the setup program will delete the existing installation of Supervisor Version 5 and install Supervisor Version 8 in its place.
Page 62 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures 3-12 11. The Replace CentreVu Supervisor 1.0 dialog box appears. 12. Select one of the following: Replace Existing—the setup program will delete the existing installation of Supervisor Version 1 and install Supervisor Version 8 in its place.
Page 63 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures 3-13 14. The Select Destination Directory dialog box appears. If you are replacing the existing version of Supervisor, the Browse button will be disabled.
Page 64 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures 3-14 16. Use the Browse option to display the Select Destination Folder dialog box. 17. In the Select Destination Folder dialog box, do one of the following: Navigate to the drive and folder where you want to install the files.
Page 65 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures 3-15 19. Select Next. The Type of Install dialog box appears. 20. In the Type of Install dialog box, select one of the following: Typical—this selection installs all of the basic options in English,...
Page 66 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures 3-16 21. If you selected Custom, the Select Components dialog box appears. This dialog box lets you select or deselect the components and language versions you want to install.
Page 67 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures 3-17 23. Select Next. The Select Folder dialog box appears. 24. The Select Folder dialog box lets you select a folder in which to put CentreVu Supervisor shortcuts.
Page 68 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures 3-18 25. Select Next. The Ready to Install dialog box appears. 26. Select Install to begin the setup. A progress indicator shows what percentage of the files are being installed.
Page 69 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures 3-19 When the installation is complete, the Install Successful dialog box appears. 27. Select Finish to return to your desktop. 28. CentreVu Supervisor installation is complete. Go to Chapter 5, “Getting Started with CentreVu Supervisor,”...
Page 70 CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures 3-20...
Page 71: Uninstalling Centrevu Supervisor
CentreVu Supervisor Version 8 Installation and Getting Started Uninstalling CentreVu Supervisor Overview CentreVu Supervisor Uninstalling CentreVu Supervisor Overview ® You can easily uninstall the CentreVu Supervisor Version 8 application using the Microsoft Windows Add/Remove Programs wizard. Uninstall removes the Supervisor files and folders from the PC. Uninstall will not remove components, registry entries, files that are being used by other applications, or a folder that is not empty.
Page 72: Performing The Uninstall
CentreVu Supervisor Version 8 Installation and Getting Started Uninstalling CentreVu Supervisor Performing the Uninstall Performing the Uninstall To uninstall the CentreVu Supervisor application, do the following: Close all running programs on the PC. Select Settings and then Control Panel in the Windows Start menu.
Page 73 CentreVu Supervisor Version 8 Installation and Getting Started Uninstalling CentreVu Supervisor Performing the Uninstall Select the Add/Remove button. The following message displays: Click Next. The Perform Uninstall window appears.
Page 74 CentreVu Supervisor Version 8 Installation and Getting Started Uninstalling CentreVu Supervisor Performing the Uninstall A progress indicator indicates the percentage of the files that are being removed. NOTE: If you press Cancel at this time, it will cancel the uninstall process, but because some files will have been deleted, Supervisor will not run.
Page 75: Getting Started With Centrevu Supervisor
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Overview CentreVu Supervisor Getting Started with CentreVu Supervisor Overview This section familiarizes you with the main components of the Supervisor Controller window and teaches you a few basic skills you will use every time you work with the application.
Page 76: Establishing Centrevu Cms Server Connection Settings
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Overview Establishing CentreVu CMS Server Connection Settings You must establish connection settings in order to connect to the CMS server. If you have already established connection settings, go to the following sections: “Logging Into the CMS Server —...
Page 77: Opening The Centrevu Supervisor Application
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Overview Opening the CentreVu Supervisor Application To open the Supervisor application, do the following: Select Programs and then Lucent CentreVu Supervisor 8.0 from the Windows Start menu.
Page 78: Establishing The Connection
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Overview Establishing the Connection To establish connection settings to a CMS server, you must use the Options dialog box. The Options dialog box displays with the CMS Servers tab active (this is the only active tab).
Page 79: Network
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Overview Network When you select New in the Options window, the Server Properties window appears with the Network connection checked. 1. Server Name text box 2.Connection Box 3.
Page 80 CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Overview The CMS Servers tab folder displays the options you chose. Besides New, the other options in the CMS Servers tab are as follows: Remove—Highlight the name of the server and select this option to remove the CMS server configuration that you entered previously.
Page 81: Serial
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Overview Serial If you selected the serial setting in the Connection box of the Server Properties window, the Server Properties window is changed, as shown below: Pull-down list...
Page 82: Modem
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Overview Modem If you selected the modem setting in the Connection box of the Server Properties window, the Server Properties window displays the Modem Settings box, as shown below:...
Page 83: Logging Into The Cms Server - First Time
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Logging Into the CMS Server — First Time Logging Into the CMS Server — First Time After you have established connection settings to the CMS server, you can log into the CMS server by using the Connect menu or using the Login icon (see the graphic below).
Page 84: Logging Into Cms Server - After First Time
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Logging Into CMS Server — After First Time 5-10 Logging Into CMS Server — After First Time After you have logged into Supervisor for the first time and established your login ID and password, the login procedures change slightly.
Page 85: Manual Login
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Logging Into CMS Server — After First Time 5-11 NOTE: If you select CMS R3V6, you will see both Generic 2 and Generic 3 ACDs and their associated data. If you select R3V8 CMS, you will see only Generic 3 ACDs and data, and Generic 2 ACD data.
Page 86 CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Logging Into CMS Server — After First Time 5-12 To log into the CMS server using the manual login, do the following: Double click on the Supervisor icon in its program group. The application brings up the Supervisor Controller window and the Manual Login dialog box (in the forefront).
Page 87 CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Logging Into CMS Server — After First Time 5-13 The Supervisor Controller window appears. The Controller window includes the Commands and Scripts menus and additional items, which relate to CMS, in the Tools menu. Also, the status line is now active.
Page 88: Logging Off The Centrevu Cms Server
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Logging Off the CentreVu CMS Server 5-14 Logging Off the CentreVu CMS Server You can log off the CMS server by using any of three options, which are explained below.
Page 89: Exiting Supervisor
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exiting Supervisor 5-15 Exiting Supervisor To exit from the Supervisor application, do the following: Select Exit from the Connect menu. If you try to exit from the Supervisor application before logging off the...
Page 90: Changing Connection Settings
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Changing Connection Settings 5-16 Changing Connection Settings If you want to change connection settings to the CMS server, do the following: NOTE: You cannot be logged into a CMS server when you change connection settings.
Page 91 CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Changing Connection Settings 5-17 The Server Properties window appears. Notice that the Server Name is displayed and cannot be changed. In the Connection box, click on the type of connection you want, Network, Serial, or Modem.
Page 92: Exploring The Centrevu Supervisor Controller
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-18 Exploring the CentreVu Supervisor Controller The following sections explain the different parts of the Controller window as it appears when you are not logged into the CMS server and when you are logged into the CMS Server.
Page 93: Toolbar
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-19 Toolbar The toolbar contains buttons that are used for quick access to specific features of the application. When you are not logged into the CMS server, the two...
Page 94: Menu Bar
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-20 Menu Bar A common Windows convention. The menu bar lists the available drop-down menus. When you are not logged into the CMS server, the menu bar has the...
Page 95: Tools
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-21 Tools The Tools menu, shown below, has the following options: Menu Item Action Options... Selecting Options from the Tools menu or selecting the Options button on the toolbar, opens the Options window.
Page 96: Help
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-22 Help You can access Supervisor on-line help from all windows by doing any of the following steps: Pressing the F1 key—displays help specific to the current window.
Page 97: Logged Into The Cms Server
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-23 Logged Into the CMS Server The Supervisor Controller window, when logged into the CMS server, consists of the following components: 8 9 10 1.
Page 98: Toolbar
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-24 Toolbar The toolbar contains buttons that are used for quick access to specific CMS commands and tools. Based on your CMS user permissions, some or all of the following buttons will appear on your toolbar when you are logged into CMS.
Page 99 CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-25 Button Name Command CMS System Initiates the CMS System Setup tool. Setup Maintenance Initiates the Maintenance tool. User Initiates the User Permissions tool.
Page 100: Status Bar
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-26 Status Bar The status bar is located at the bottom of the window and is used to display CMS application status. It is also used to display a brief description of each of the toolbar buttons when the mouse pointer is over the button.
Page 101: Menu Bar
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-27 Menu Bar The menu bar lists the available menus. When you are logged into the CMS server, there are five menus available on the menu bar:...
Page 102: Connect
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-28 Connect The Connect menu shown below has the following options: Menu Item Action Logout Selecting Logout from the Connect menu or the Logout button on the toolbar allows you to log out of the CMS server.
Page 103: Commands
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-29 Commands The Commands menu shown below gives you access to the Reports, Dictionary, Exceptions, Agent Administration, and Call Center Administration subsystems in CMS. It also gives you access to the Report Wizard.
Page 104 CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-30 Dictionary When you select Dictionary from the Commands menu or select the Dictionary button on the toolbar, the Dictionary selector window opens. You will see the following tabs to...
Page 105 CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-31 Call Center When you select Call Center Administration from the Administration Commands menu or select the Call Center button on the toolbar, the Call Center selector window opens.
Page 106: Tools
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-32 Tools The Tools menu, in addition to accessing the Options window and the Add Button and Remove Button wizards, gives you access to the CMS System Setup, Maintenance, and User Permissions subsystems.
Page 107 This menu item is used for debugging purposes. Do not change the settings on the Advanced window unless you are instructed to do so by a Lucent Technologies associate. Add Button Selecting the Add Button tool starts the Add Button wizard, which steps you through the process of creating a button and adding it to the toolbar.
Page 108: Scripts
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-34 Menu Item Action User When you select User Permissions from the Tools menu Permissions or select the User Permissions button on the toolbar, the User Permissions selector window opens.
Page 109: Help
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5-35 An example of the Organize Scripts window is shown below: Help The Help menu is the same when you are logged into the CMS as it is when...
Page 110: Using The System Tray Icon
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Using the System Tray Icon 5-36 Using the System Tray Icon The Supervisor icon resides in the system tray while the application is running. You can use the system tray icon in the following ways:...
Page 111: Using Supervisor Menus
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Using Supervisor Menus 5-37 Using Supervisor Menus Each Supervisor menu item can be selected by doing any of the following steps: Clicking on the item Using the arrow keys to highlight the item and then pressing Return...
Page 112: Using Supervisor Selector Windows
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Using Supervisor Selector Windows 5-38 Using Supervisor Selector Windows A selector window is the window that displays after you select an item from the Commands or Tools menu. An example (the Command| Exceptions Operations tab selector window) is shown below.
Page 113: Available Windows
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Using Supervisor Selector Windows 5-39 Available Windows Highlight an item from the list of available windows (usually operations or reports) using your up and down arrow keys or the mouse, and then select OK to open that window.
Page 114: Completing Input Windows
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Completing Input Windows 5-40 Completing Input Windows Once you have selected an operation or report, an input window displays. The information required on the input window depends on where you are in the system.
Page 115 CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Completing Input Windows 5-41 Browse Button—lets you browse through all possible items for the input field. See “Using the Browse Button” on page 5-43 for more information.
Page 116: Completing Input Fields
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Completing Input Fields 5-42 Completing Input Fields Below is an example of an input window. The items related to completing input windows are labeled. 1. Input Field(s) 2.
Page 117: Using The Browse Button
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Using the Browse Button 5-43 Using the Browse Button When you select the Browse button, a window opens that lets you select items for the input field. The browse selection window will differ depending on whether the input is for a single entity or for multiple entries of the entity.
Page 118: Multiple Entries Input
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Using the Browse Button 5-44 Multiple Entries Input If the input allows for multiple entries of the entity (split/skill, vector, agent, VDN, trunk, or trunk group), a browse selector window similar to the following...
Page 119 CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Using the Browse Button 5-45 d. In the to Last: input field, type the ending entity number for the range. NOTE: For example, if your call center has skills 1, 2, 3, 4, and 5 and you want to select all of them, you can type 1 in the First: input field and type 5 in the to Last: input field.
Page 120: Using The History List
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Using the History List 5-46 Using the History List There is a drop-down history list on the right of each entity input field. This history list shows values you have previously entered in this field.
Page 121: Closing Supervisor Windows
CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Closing Supervisor Windows 5-47 Closing Supervisor Windows To close Supervisor windows, use any of the standard Windows methods or select Exit from the Connect menu. Selecting Exit from the Connect menu closes all windows and quits the application.
Page 122 CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Closing Supervisor Windows 5-48...
Page 123: Performing Cms Operations
CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Overview CentreVu Supervisor Performing CMS Operations Overview The information in this chapter teaches you about the menus and inputs you will find when performing CMS operations in Supervisor. This chapter includes the...
Page 124 CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Overview This chapter gives you general information about how to use the windows you access from the Supervisor Operations tabs. You will find Operations tabs available under the following commands and tools:...
Page 125: Running An Operation
CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Running an Operation Running an Operation To run an operation, do the following: Select one of the following options under Commands or Tools: Dictionary Exceptions Agent Administration Call Center Administration...
Page 126 CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Running an Operation Select an operation from the Operations list box. From the ACD drop-down list, select the ACD for which you want to perform the operation, as shown below: Select OK in the Dictionary window.
Page 127 CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Running an Operation Ensure that the correct ACD is selected. The current ACD (selected on the Operations selector window) is displayed at the bottom of the input window. If you want to perform an operation for a different ACD than is currently...
Page 128: Operations Menus
CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Operations Menus Operations Menus The Actions and Edit menu options are commonly found on windows that you access from the Operations tab. Actions Menu The Actions menu is found in the Dictionary, Exceptions, Agent Administration, Call Center Administration, Maintenance, System Setup, and User Permission operations windows.
Page 129 CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Operations Menus Action Button Description Adds the data entered in your current window to the database. Cancel Cancels the operation that is in progress. Copy Group/ Creates a new group from an existing one.
Page 130: Edit Menu
CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Operations Menus Action Button Description Run/Start Starts the process for your current window. Script... Displays the Save as Script - Action dialog box. Icon) This dialog box enables you to enter...
Page 131 CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Operations Menus The Edit menu has the following options: Menu Item Shortcut Action Ctrl + X A standard Windows feature that removes selected text or graphics and places the item(s) on the clipboard.
Page 132: Adding Items To The Cms Database
CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Adding Items to the CMS Database 6-10 Adding Items to the CMS Database After you select an operation, an input window displays. You may want to add an item to the CentreVu CMS (such as an agent group, a CMS user ID, or agent login IDs).
Page 133: Finding Items In The Cms Database
CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Finding Items in the CMS Database 6-11 Finding Items in the CMS Database After you select an operation, an input window displays. You may want to work with an item in the CMS (such as an agent group, a CMS user ID, or agent login IDs), but do not recall how that entity is named or specific details about the entity.
Page 134: Find One
CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Finding Items in the CMS Database 6-12 Find one You will use Find one when you know some (or all) of the specific information about an entity, or when you want to list all of the entities of a specific type, one-by-one.
Page 135: Modifying Items In The Cms Database
CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Modifying Items in the CMS Database 6-13 Modifying Items in the CMS Database After you select a category from the Operations tab, an input window displays. You may want to modify the information for an item that already exists in the CentreVu CMS database (such as an agent group, a CMS user ID, or agent login IDs).
Page 136 CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Modifying Items in the CMS Database 6-14 Select Modify from the Actions menu, select the Modify button the toolbar, or press Ctrl+M. If the Modify is successful, the status bar at the bottom of the window reads “Successful.”...
Page 137: Deleting Items From The Cms Database
CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Deleting Items from the CMS Database 6-15 Deleting Items from the CMS Database After you select an operation from the Operations tab, an input window displays. You may want to delete the information for an item that already exists in the CMS (such as an agent group, a CMS user ID, or agent login IDs).
Page 138 CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Deleting Items from the CMS Database 6-16...
Page 139: Using Centrevu Supervisor Reports
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Overview CentreVu Supervisor Using CentreVu Supervisor Reports Overview CMS reports display, report, and summarize the performance of any measured subset of the ACD, including agents, splits/skills, trunks/trunk groups, VDNs, and vectors.
Page 140: Report Menus And Tabs
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Overview Rotating a 3D Chart Exporting Report Data Copying Chart Reports Resizing Report Windows Changing Column Widths Selecting a Printer Using Page Setup Setting Report Threshold Highlights Report Options Exiting and Restarting Reports.
Page 141: Running A Report
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Running a Report Running a Report If you have Report Designer and want to quickly and easily generate a new customized report, select the Report Wizard button in the Controller ®...
Page 142 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Running a Report The Report Selector window appears. An example of the Report Selector window is shown below. The tabs in this window may vary, depending on which option you chose under Commands or Tools.
Page 143: Completing The Report Input Window
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Running a Report Completing the Report Input Window The following example shows possible types of input that might be required to run a report. The inputs required will vary, depending on which report you are running.
Page 144 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Running a Report For all reports other than Commands | Reports Real-Time and Integrated tabs, select the report destination. Reports can be viewed on screen or printed to any printer to which your PC is connected.
Page 145: Selecting Report Run Dates
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Selecting Report Run Dates Selecting Report Run Dates When you run historical reports, you need to select the date or dates for which to run the report. To do this, you can do any of the following: Type the date or date range in the Date(s): input field.
Page 146 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Selecting Report Run Dates If you want to choose a date that is not in the current month, use the arrow keys at the bottom of the window to scroll through the months.
Page 147 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Selecting Report Run Dates — If the input needed is for one month, the following window displays: This window is used in monthly reports where the data is for a single month.
Page 148: Selecting Report Run Times
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Selecting Report Run Times 7-10 Selecting Report Run Times When you run interval historical reports, you need to select the time period for which to run the report. In the report input window, do any of the following: Type the time range in the Times: input field.
Page 149: Report Menu Bar
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Menu Bar 7-11 Report Menu Bar When you run a report, the menu bar at the top of the window has the following options: Report Edit Format...
Page 150: Report
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Menu Bar 7-12 Report The Report menu has the following options that relate to the report you are running. Menu Item Action Restart Closes the current report output window and displays the input window for the current report.
Page 151 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Menu Bar 7-13 Menu Item Action Design If you have purchased the Report Designer software and your CMS User ID is authorized to use the Report Designer, you can access the Report Designer Design Mode window from any report using this menu item.
Page 152 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Menu Bar 7-14 Menu Item Action Script... Displays the Save as Script dialog box, which enables you to create a script to run a specified report on schedule and display it on your PC.
Page 153: Edit
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Menu Bar 7-15 Edit The Edit menu has the following standard Microsoft Windows editing options. Menu Item Action Copy The image of the currently selected chart is copied to the clipboard in Windows metafile format.
Page 154 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Menu Bar 7-16 Menu Item Action Export Table The Data Export Options window allows you to export the Data... table data in the report. If the report is a real-time report, only one refresh of the data will be exported.
Page 155: Format
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Menu Bar 7-17 Format The Format menu contains the following actions for modifying the display format of the currently selected object. If one (or more) of the actions does not apply to the selected object, it will be grayed out.
Page 156: Tools
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Menu Bar 7-18 Tools The Tools menu contains the following additional actions that affect the currently selected object. You can also access the Tools actions from the right mouse button pop-up menu.
Page 157 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Menu Bar 7-19 Menu Item Action Change If the current ACD supports Expert Agent Selection (EAS), Agent this menu item reads Change Agent Skills; otherwise, it Splits/Skills reads Change Agent Splits.
Page 158: Options
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Menu Bar 7-20 Options The Options menu contains the following actions that affect the basic display of the report. Menu Item Action Thresholds Turns threshold highlighting on or off for this real-time report.
Page 159: Report Layouts
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Layouts 7-21 Report Layouts There are two types of report layouts in Supervisor: Tables—the Supervisor presentation of standard CMS reports Charts — the Supervisor presentation of graphical reports.
Page 160: Tables
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Layouts 7-22 Tables Most standard CMS reports (reports that are not prefaced by “Graphical”) are displayed in tables. The information on a standard report window is organized as follows: 1.
Page 161: Charts
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Layouts 7-23 Charts The graphical CentreVu Supervisor reports are displayed in charts. The information on a chart report window is organized as follows: 1. Bar Chart 2. Line Chart 3.
Page 162: Formatting Table Reports
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Table Reports 7-24 Formatting Table Reports If you are in a report containing a table, you can format how the report is displayed using the Table Format Options window.
Page 163: General Tab
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Table Reports 7-25 General Tab The General tab allows you to make format changes to a table. Spin Box The following table parameters can be changed: Show Gridlines—specifies whether or not table lines are to be shown in the table.
Page 164: Sort Tab
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Table Reports 7-26 Sort Tab The Sort tab allows you to specify the order in which the following information on the real-time table report is displayed. 1. Sort By Criteria Drop-Down Lists 2.
Page 165 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Table Reports 7-27 Some examples of sorting follow: Viewing a list of agents alphabetically—select “Agent Name” from the first Sort By drop-down list, select Ascending as the sort order, and leave the other two Sort By boxes set to “(none).”...
Page 166: Formatting Chart Reports
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Chart Reports 7-28 Formatting Chart Reports Charts (found in graphical reports) provide a graphical representation of data. Values or data points are displayed in formats such as bars, lines, filled areas, and pie charts.
Page 167: General Tab
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Chart Reports 7-29 General Tab The General tab allows you to specify several general options that apply to the chart. You can change the following chart parameters: Background Color—specifies whether the backdrop of the chart is a solid...
Page 168: 3D Effects Tab
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Chart Reports 7-30 3D Effects Tab The 3D Effects tab allows you to control the 3D appearance of the chart. If the current chart is a 2D chart, this tab is disabled.
Page 169 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Chart Reports 7-31 Projection—selects one of three mathematical algorithms used to give a 3D appearance on a 2D sheet of paper or computer screen. You can choose the following values: —...
Page 170: Axis Tab
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Chart Reports 7-32 Axis Tab The Axis tab allows you to specify the title that will display on each axis of the chart report. The Axis Display chart parameter can be changed. The Axis Display parameter makes each of the axes visible or invisible.
Page 171: Type Tab
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Chart Reports 7-33 Type Tab The Type tab lets you change the chart type. The available options on the Type tab are as follows: 2D and 3D—changes the chart between 2-dimensional and 3-dimensional views.
Page 172 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Chart Reports 7-34 — Horizontal Bar Chart (2D and 3D) — Clustered Bar Chart (3D only) — Pie Chart (2D and 3D). Stacked check box—causes the data for all series to be stacked rather than shown separately.
Page 173: Title Tab
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Chart Reports 7-35 Title Tab The Title tab allows you to control the location of the chart title. The available options on the Title tab are as follows: Visible check box—allows you to display or not display report titles.
Page 174: Legend Tab
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Chart Reports 7-36 Legend Tab The Legend tab allows you to control the location of the chart legend. The available options on the Legend tab are as follows: Visible check box—allows you to display or not display report legends.
Page 175: Data Labels Tab
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Chart Reports 7-37 Data Labels Tab The Data Point Labels tab allows you to control the location of the data point labels. The following parameters can be specified: None—labels are not displayed.
Page 176 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Formatting Chart Reports 7-38 Left—displays the label at the left of a pie slice. This location is valid only for pie charts. Right—displays the label at the right of a pie slice. This location is valid only for pie charts.
Page 177: Minimizing Report Output Windows
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Minimizing Report Output Windows 7-39 Minimizing Report Output Windows To minimize a report window, select the minimize button, which is located in the upper right-hand corner of the window.
Page 178 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Minimizing Report Output Windows 7-40 Icon Report Type Other, Queue/Agent, and Custom Real-Time and Historical Reports Split/Skill Real-Time, Historical, and Integrated Reports Trunk/Trunk Group Real-Time and Historical Reports...
Page 179: Minimized Report Thresholds
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Minimizing Report Output Windows 7-41 Minimized Report Thresholds If Report Thresholds are enabled, real-time and integrated reports continue to update while they are minimized. If no Caution or Warning threshold condition is currently being met, the report’s normal icon, as shown on the previous table,...
Page 180: Right Mouse Button Pop-Up Menus
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Right Mouse Button Pop-Up Menus 7-42 Right Mouse Button Pop-Up Menus The right mouse button pop-up menu is available only when running reports. When you click the right mouse button, a pop-up menu displays.
Page 181 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Right Mouse Button Pop-Up Menus 7-43 Select a data point in a chart and hold down the right mouse button— the data point is highlighted using selection handles (dots along the edges...
Page 182 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Right Mouse Button Pop-Up Menus 7-44 NOTE: You can change an agent’s splits/skills while you are in a report using this ® method of selection. See the appropriate chapter in the CentreVu R3V8 Administration (585-210-910) document for more information.
Page 183 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Right Mouse Button Pop-Up Menus 7-45 Select a cell on a table or a point on a chart that displays Top Agent work state information and hold down the right mouse button — the...
Page 184: Rotating A 3D Chart
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Rotating a 3D Chart 7-46 Rotating a 3D Chart The rotation and elevation of any 3D chart can be changed interactively using the mouse. This is easier than using the 3D Effects tab of the Chart Format window (see “Formatting Chart Reports”...
Page 185: Exporting Report Data
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Exporting Report Data 7-47 Exporting Report Data You can export the data from both standard (table) and graphical (chart) reports, either to a file or to the Windows clipboard. Once you have exported report data, you can copy the report information into another application (for instance, a spreadsheet).
Page 186 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Exporting Report Data 7-48 The Export Data window appears. The Export Data window allows you to copy the data from a report to the clipboard or a file.
Page 187 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Exporting Report Data 7-49 Export Format selection box—define the export format of the report. The character you choose from the drop-down list in the Field Separator box is what will be placed between each field in the report.
Page 188: Copying Chart Reports
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Copying Chart Reports 7-50 Copying Chart Reports You can copy chart reports to the Windows clipboard. The copy of the selected chart report is copied to the clipboard in the Microsoft Windows metafile (*.wmf) format.
Page 189: Resizing Report Windows
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Resizing Report Windows 7-51 Resizing Report Windows You can resize report windows by moving the cursor to the edge of the window and, when the resize arrow appears, holding down the left mouse button and moving the mouse to size the window.
Page 190: Changing Column Widths
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Changing Column Widths 7-52 Changing Column Widths You can change the width of an individual table column in a table or chart report by positioning the mouse pointer on the vertical line between the column headers.
Page 191: Selecting A Printer
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Selecting a Printer 7-53 Selecting a Printer The Print window is a standard Windows feature. To access the Print window, do the following: Select a report (from Reports, Dictionary, Exceptions, Call Center Administration, or Maintenance).
Page 192: Using Page Setup
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Using Page Setup 7-54 Using Page Setup The Page Setup window allows you to specify how each page of a report is positioned when printed. The changes you make in this window apply only to printed reports and do not affect reports displayed on-screen.
Page 193 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Using Page Setup 7-55 The following options are available in the Page Setup window: Margins—lets you define the spaces at the edges of the page where nothing will be printed. The margin settings are defined as follows: —...
Page 194: Setting Report Threshold Highlights
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-56 Setting Report Threshold Highlights Report threshold highlights let you set visual flags to notify you when a real- time data item is out of acceptable bounds. This feature enables you to run a report minimized and be notified (through color/icon changes) when an item has passed a specific threshold.
Page 195 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-57 NOTE: Report threshold highlights are not the same as CMS Exceptions Thresholds. The threshold highlighting you can do with this feature is available through the Supervisor interface only.
Page 196 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-58 Complete the Threshold Settings window: 1. Data Item Threshold Definition 2. Item 3. Description 4. Icons 5. Thresholds NOTE: Depending on which data item you have selected, the Sample Size box at the bottom of the Threshold Settings window may or may not be visible.
Page 197 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-59 Description — shows a description of the threshold currently selected. Thresholds — shows the colors (as defined in the Options Threshold Colors tab, accessed from the Tools menu), icons, and current numerical settings for the threshold highlights of this item.
Page 198: Tips For Setting Report Threshold Highlights
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-60 Tips for Setting Report Threshold Highlights Keep the following tips in mind when you are setting report threshold highlights. Before you can administer threshold highlights for a data item, you must first click on the data item in the report to select it.
Page 199 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-61 — If you want to ignore values with insufficient sample sizes, set the Insufficient color to be black text on a gray background. This causes the value with insufficient sample size to not be highlighted.
Page 200: Available Agent Threshold Settings
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-62 Available Agent Threshold Settings All of the data that CentreVu Supervisor uses for agent threshold highlights are retrieved from the cagent (current interval agent) database table. See the ®...
Page 201 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-63 Threshold Description/Database Item or Calculation Time in AVAIL State Description — Amount of time the agent is in the AVAIL state. Measures — DURATION while AGSTATE = AVAIL.
Page 202 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-64 Threshold Description/Database Item or Calculation Time in DACW-IN Description — Amount of time the agent is in the State DACW-IN state. Measures — DURATION while AGSTATE = DACW- Time in DACW-OUT Description —...
Page 203 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-65 Threshold Description/Database Item or Calculation Time in AVAIL Description — Amount of time the agent is in the Workmode AVAIL workmode, including incoming and outgoing calls.
Page 204 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-66 Threshold Description/Database Item or Calculation Description — Average length of time the agent spends Average talk time talking on ACD calls. Measures — AVG_AGENT_TALK_TIME calculation.
Page 205: Available Split/Skill Threshold Settings
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-67 Available Split/Skill Threshold Settings All of the data that CentreVu Supervisor uses for split/skill threshold highlights are retrieved from the csplit (current interval split) database table. See the ®...
Page 206 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-68 Threshold Description/Database Item or Calculation Description —Average length of time spent on ACD Average Talk Time calls to the split/skill. Measures — AVG_ACD_TALK_TIME Average Time to Description —...
Page 207 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-69 Threshold Description/Database Item or Calculation Call Profile Abandon Description — Number of abandoned calls to the per Service Level split/skill for any service level increment. A single Increment report threshold applies to all of the values.
Page 208: Available Vdn Threshold Settings
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-70 Available VDN Threshold Settings All of the data that CentreVu Supervisor uses for VDN threshold highlights are retrieved from the cvdn (current interval VDN) database table. See the ®...
Page 209 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Setting Report Threshold Highlights 7-71 Threshold Description/Database Item or Calculation Percent of Calls Description — Percentage of ACD calls offered to the VDN that were answered. Answered Measures — 100...
Page 210: Report Options
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Options 7-72 Report Options Use the Options tab to do the following actions: Set the ACD and other general options that Supervisor will default to when you log in (General tab).
Page 211: Options General Tab
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Options 7-73 Options General Tab NOTE: The General tab is accessible when you are connected to a CMS server. The following graphic shows the Options General tab (with default settings).
Page 212 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Options 7-74 Synchronize PC and CMS Time at Login — activate the check box for this selection to set the PC’s clock to read the same time as the CMS clock.
Page 213: Options Report Colors Tab
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Options 7-75 Options Report Colors Tab NOTE: The Report Colors tab is accessible when you are connected to a CMS server. The following graphic shows the Options Report Colors tab (with default settings).
Page 214: Options Threshold Colors Tab
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Options 7-76 Background — Supervisor gives you two choices for the background color of reports: — White — Select this radio button to make the background of all reports white.
Page 215: Options Name Format Tab
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Options 7-77 Use the Threshold Colors tab to set up the colors that will be used in reports to tell you when exceptions thresholds have been reached. You can select report...
Page 216: Creating A New Report Color Scheme
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Options 7-78 Use the Name Format tab to choose or create formats for how CMS entities (splits/skills, ACDs, VDNs, vectors, trunks, trunk groups, call work codes, and AUX codes) will display in Supervisor.
Page 217 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Options 7-79 The view of the scheme displays: Choose the Background color for reports by selecting White or Automatic. Click on the color bar (1 through 16) you want to modify.
Page 218 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Options 7-80 If you select the Color Selector button, the following window displays: If you select the Pattern Selector button, the following box displays: To select a new color, choose from the Basic colors palette, or create a custom color using standard Windows procedures.
Page 219 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Options 7-81 WARNING: If you do not save the new color scheme using the Save As button, the changes that you have made will overwrite the default color scheme that you modified.
Page 220: Creating A New Threshold Color Scheme
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Options 7-82 Creating a New Threshold Color Scheme To create a new threshold color scheme for reports, do the following steps: Choose Options from the Tools menu, or select the Options button on the toolbar.
Page 221 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Options 7-83 Set the color that will be displayed as text: Select the Color Selector button next to the Text display box. The following window displays Choose a color from the Basic colors palette, or create a custom color using standard Windows procedures.
Page 222 CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Options 7-84 The following window displays: Type the name of the threshold color scheme that you created in the text box. 10. Select OK to save the scheme and the scheme name.
Page 223: Creating A New Name Format
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Report Options 7-85 Creating a New Name Format To create a new name format, do the following steps: Choose Options from the Tools menu, or select the Options button on the toolbar.
Page 224: Exiting And Restarting Reports
CentreVu Supervisor Version 8 Installation and Getting Started Using CentreVu Supervisor Reports Exiting and Restarting Reports 7-86 Exiting and Restarting Reports To exit a report (return to the Controller), do one of the following: Double click the System button. Select Close from the System button menu.
Page 225: Installing And Using Centrevu Terminal Emulator
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Overview CentreVu Supervisor Installing and Using CentreVu Terminal Emulator Overview ® This chapter explains how to install the CentreVu Terminal Emulator (referred to as Terminal) application software and gives an overview of Terminal. In addition, it teaches you how to set up profiles for using Terminal.
Page 226 CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Overview About CentreVu Terminal CentreVu Terminal is packaged with the CentreVu Supervisor application. CentreVu Terminal is a software application that emulates a 615 Color (615C) terminal. It is used to access the CentreVu CMS server from your PC running Microsoft Windows .
Page 227: Using Terminal With Supervisor
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal with Supervisor Using Terminal with Supervisor If you are using Supervisor and Terminal, you will use the CentreVu Terminal application for the following CMS capabilities: ACD Administration —...
Page 228: Installing Terminal
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Installing Terminal Installing Terminal To install CentreVu Terminal, do the following: In the directory containing the CentreVu Supervisor files, find the Terminal setup file, SetupTrm.exe. Double-click on the SetupTrm.exe file to begin the installation.
Page 229: Opening And Exiting Terminal And Cms
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Opening and Exiting Terminal and CMS Opening and Exiting Terminal and CMS This section includes the following information: Opening Terminal Logging into CMS Exiting Terminal. Opening Terminal...
Page 230: Logging Into Cms
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Opening and Exiting Terminal and CMS Logging into CMS Follow these steps when logging into CMS: Select the Profile menu. The Profile menu items appear: NOTE: If you do not have a profile created, refer to “Creating Profiles”...
Page 231 CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Opening and Exiting Terminal and CMS At the login: prompt, enter your CMS login ID, and press Enter. At the Password: prompt, enter your CMS password (it does not display on the screen), and press Enter.
Page 232: Exiting Terminal
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Opening and Exiting Terminal and CMS Exiting Terminal To exit Terminal, do the following: Select Logout from the CMS Main Menu. You will see a window indicating that the CMS connection has been dropped.
Page 233: Using Terminal
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal Using Terminal This section contains the following information: Terminal Window Creating Profiles Editing Profiles Setting Profile Options. Terminal Window A representation of the Terminal window is shown below:...
Page 234: Menu Bar
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal 8-10 The Terminal window contains the following items: Title bar—displays “Lucent CentreVu Terminal” and the name of the current connection profile. If no profile is currently selected, “untitled”...
Page 235 CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal 8-11 Menu Item Action Creates a new connection profile. By default, this connection profile is named “profile 1” until you save it. This item is disabled if there is already a connection active.
Page 236: Edit Menu
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal 8-12 Edit Menu From this menu you can copy selected text to the Microsoft Windows Clipboard, paste the contents of the Clipboard to a remote host computer, and clear the contents of the Clipboard.
Page 237: Reset Menu
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal 8-13 Menu Item Action Send Break Sends a “break” sequence to a remote host computer. A break is used to temporarily suspend an operation or transmission. If your connection is “hung up”...
Page 238: Creating Profiles
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal 8-14 Creating Profiles To create a profile: Open Terminal. Select New from the Profile menu. The Options window displays:...
Page 239 CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal 8-15 Set the Terminal options. NOTE: The Terminal Options are grouped under three tabs: Communications, Modem, and Font. See the section on each tab later in this chapter to learn how to set the options in each tab.
Page 240: Editing Profiles
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal 8-16 Editing Profiles To edit an existing profile: Select Open from the Profile menu. Choose the name of the profile you want to edit.
Page 241: Setting Profile Options
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal 8-17 Setting Profile Options Use Options from the Connection menu to set up how you will connect to the CMS host computer. The following paragraphs describe the options available to you and give you illustrations of settings for standard Terminal profiles.
Page 242: Communications Tab
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal 8-18 Communications Tab Select the Communications tab to display the window that lets you set up or change the options for connecting to a remote host computer.
Page 243: Serial And Modem Connection Settings
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal 8-19 Serial and Modem Connection Settings Select Serial if you are connecting to the remote CMS through a serial connection, Modem if you are connecting to the remote CMS through a modem.
Page 244: Modem Tab
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal 8-20 Data Bit—choose the number of data bits from the pull-down list. The options are 5, 6, 7, and 8. Stop Bits—displays the number of stop bits from the pull-down list.
Page 245: Font Tab
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal 8-21 Dial Suffix—enter the characters to send to the modem after the Phone Number of the remote host. For example, if an extension has to be dialed after the telephone number of the remote host, enter it here.
Page 246 CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal 8-22 Use the following information to set the font size: Small font is approximately 8 points and is appropriate for video displays that have a resolution of 640 x 480 (VGA) or less.
Page 247: Terminal Messages
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Terminal Messages 8-23 Terminal Messages There are two types of messages you can receive when using Terminal: Error Messages Information Messages. Error Messages The following messages are displayed in a window with an OK button: Unable to connect to the remote host.
Page 248: Information Messages
CentreVu Supervisor Version 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Terminal Messages 8-24 Information Messages The following messages are displayed in a box with Yes and No buttons: The profile {name} exists, replace? This message appears if you try to save a profile named {name} and it already exists.
Page 249: Troubleshooting
CentreVu Supervisor Version 8 Installation and Getting Started Troubleshooting Overview CentreVu Supervisor Troubleshooting Overview If you are having trouble with any of the procedures mentioned in this document, please read through this section before calling the National Customer Care Center. The problem may be something simple that you can quickly solve yourself.
Page 250: Troubleshooting Tips
CentreVu Supervisor Version 8 Installation and Getting Started Troubleshooting Troubleshooting Tips Troubleshooting Tips This section will help you with problems you may encounter when installing ® CentreVu Supervisor, logging into CentreVu Supervisor, or running CentreVu Supervisor. It contains the following tables which describe error messages that...
Page 251 CentreVu Supervisor Version 8 Installation and Getting Started Troubleshooting Troubleshooting Tips Error Message Corrective Action Perform Rollback? This installation Select Yes to delete files installed did not complete. Would you like to or reinstate files in the registry rollback the changes that were made...
Page 252: Login Error Messages
CentreVu Supervisor Version 8 Installation and Getting Started Troubleshooting Troubleshooting Tips Login Error Messages Use the following information to help you with problems you may encounter when logging into the CMS server. Error Message Corrective Action A bad or invalid WINSOCK.DLL Reinstall network stack.
Page 253 CentreVu Supervisor Version 8 Installation and Getting Started Troubleshooting Troubleshooting Tips Error Message Corrective Action This version of CentreVu Select a different server that has Supervisor is not compatible with the CMS version you selected, or the software on your CentreVu select a different CMS version CMS server.
Page 254 CentreVu Supervisor Version 8 Installation and Getting Started Troubleshooting Troubleshooting Tips Error Message Corrective Action Could not open the specified serial Check the settings under the port. Please check communications Communications tab in the Options settings, correct any problems, and dialog box.
Page 255 CentreVu Supervisor Version 8 Installation and Getting Started Troubleshooting Troubleshooting Tips Error Message Corrective Action The carrier detect signal was lost. This is a modem-related problem. Try connecting again. If the problem persists, contact your System Administrator. The connection to the server has This is a network-related problem.
Page 256 CentreVu Supervisor Version 8 Installation and Getting Started Troubleshooting Troubleshooting Tips Error Message Corrective Action The maximum number of CentreVu The number of users that have been Supervisor logins on the server has authorized to use CentreVu been reached. Please try again later.
Page 257 CentreVu Supervisor Version 8 Installation and Getting Started Troubleshooting Troubleshooting Tips Error Message Corrective Action The server does not support this There is an incompatibility version of CentreVu Supervisor. problem between the server and Please contact your system CentreVu Supervisor. Upgrade the administrator.
Page 258 CentreVu Supervisor Version 8 Installation and Getting Started Troubleshooting Troubleshooting Tips 9-10 Error Message Corrective Action Your new password must differ Choose another password. It must from the old by at least three have at least three different character positions.
Page 259: Ocx And Dll Incompatibilities
CentreVu Supervisor Version 8 Installation and Getting Started Troubleshooting Troubleshooting Tips 9-11 OCX and DLL Incompatibilities The CentreVu Supervisor application as well as other applications on your PC use OCX and DLL files. Some of the OCXs and DLLs that Supervisor uses may already exist on the PC because they are used by other applications.
Page 260: Preserving Centrevu Supervisor User Profiles
CentreVu Supervisor Version 8 Installation and Getting Started Troubleshooting Troubleshooting Tips 9-12 Preserving CentreVu Supervisor User Profiles In the event that there is a failure during a new or upgrade Supervisor installation, the old software can be reinstalled; however, if the user has any preferences set, these will be lost.
Page 261: Proper Operation Of Networking Software
CentreVu Supervisor Version 8 Installation and Getting Started Troubleshooting Troubleshooting Tips 9-13 Proper Operation of Networking Software To ensure that the PC networking software is loaded and functional, you should test the networking connectivity to the target CMS server prior to running CentreVu Supervisor.
Page 262: Using A Secondary System Password On The Cms Server
CentreVu Supervisor Version 8 Installation and Getting Started Troubleshooting Troubleshooting Tips 9-14 Using a Secondary System Password on the CMS Server If you use a secondary system password on your CMS server, set the [CONTROL] SystemPasswordPrompt= section in the Centrevu.ini file to a string that is the security password prompt of your CMS server.
Page 263: Saving As Html
CentreVu Supervisor Version 8 Installation and Getting Started Overview CentreVu Supervisor Saving as HTML Overview The Save as HTML function available with CentreVu Supervisor Version 8 allows the user to export a snapshot of a report running in CentreVu Supervisor and save it as an HTML file. Any report generated in CentreVu Supervisor can be converted to an HTML file.
Page 264: Using Save As Html
CentreVu Supervisor Version 8 Installation and Getting Started Overview Save as HTML is found in the pull-down report menu on an open report. Save as HTML does not support 32-bit color mode for graphics saved using Save as HTML. Using Save as HTML...
Page 265 CentreVu Supervisor Version 8 Installation and Getting Started Overview The Save as HTML dialog box appears: In the Template section of the Save as HTML dialog box, do one of the following: If you want to use a template, type the template file name in the template field, select the template from the drop-down history lists, or select the browse button and browse for a template.
Page 266: Output Files
CentreVu Supervisor Version 8 Installation and Getting Started Overview You can now do either of the following: If you want to schedule the creation of an HTML file, select the Script button at the bottom of the dialog box. The Script button...
Page 267: Using Templates
CentreVu Supervisor Version 8 Installation and Getting Started Overview Using Templates Templates are HTML files that can be created or edited using an HTML or text editor. A template can be used to provide company logos, background color, specific fonts, or surrounding text to the HTML file. The templates are limited by what your Web browser supports.
Page 268: Using Existing Templates
CentreVu Supervisor Version 8 Installation and Getting Started Overview Using Existing Templates CentreVu Supervisor provides you with templates to use when saving a report as an HTML file. Sample templates can be found in the samples directory of the CentreVu Supervisor directory where the executable files were installed.
Page 269: Fonts
CentreVu Supervisor Version 8 Installation and Getting Started Overview Fonts If you choose to use the CentreVu Supervisor fonts, the font face and size are preserved in the HTML file, as follows: The fonts used in CentreVu Supervisor are Arial, Courier New and Times New Roman.
Page 270 CentreVu Supervisor Version 8 Installation and Getting Started Overview...
Page 271: Glossary
CentreVu Supervisor Version 8 Installation and Getting Started GL-1 CentreVu Supervisor Glossary See Automatic Call Distribution . Actions Menu A menu in the upper-left corner of the Supervisor Operations windows. The menu lists the actions available for that particular user window (for example, add, modify, and delete).
Page 272 CentreVu Supervisor Version 8 Installation and Getting Started GL-2 Administrator Permissions assigned to a Centrevu Privileges Supervisor user in order to administer specific elements, such as installing CentreVu Supervisor on a network. Access permissions are specified as read or write permission.
Page 273 CentreVu Supervisor Version 8 Installation and Getting Started GL-3 Automatic A switch feature using software that channels Call high-volume incoming and outgoing call traffic Distribution to agent groups (splits or skills). (ACD) Also an agent state where the extension is engaged on an ACD call.
Page 274 CentreVu Supervisor Version 8 Installation and Getting Started GL-4 See Call Management System . Controller A Supervisor feature that allows the user to access CMS reports and operations. The Controller includes a toolbar, a menu bar, a status bar, tooltips, and indicators/...
Page 275 CentreVu Supervisor Version 8 Installation and Getting Started GL-5 Designer Customized reports that can be created using Reports CentreVu Supervisor’s Report Designer feature, and which are run from CentreVu Supervisor. Dialog Box A small on-screen window that conveys or requests information from the user. This window can contain list boxes, text boxes, tabbed pages, and so forth.
Page 276 CentreVu Supervisor Version 8 Installation and Getting Started GL-6 Graphics A CMS reporting option that allows you to view some reports in bar graph format. Grayed Out When you do not have access to a menu or action list item, it will be grayed out (that is, dimmed or displayed in a different color from the rest of the menu or action list).
Page 277 CentreVu Supervisor Version 8 Installation and Getting Started GL-7 Integrated Integrated reports compile call center Reports information from any starting point in the last 24 hours up to and including the current interval. Interactive A Supervisor feature that runs the requested...
Page 278 CentreVu Supervisor Version 8 Installation and Getting Started GL-8 Maintenance A CMS subsystem that is used for doing routine maintenance of the CentreVu CMS, such as backing up data, checking on the status of the connection to the switch, and scanning the error log.
Page 279 CentreVu Supervisor Version 8 Installation and Getting Started GL-9 Real-Time Display current ACD call activity on agents, Reports splits/skills, trunks, trunk groups, vectors, and VDNs for the current or previous intrahour interval. Current intrahour interval real-time reports are constantly updated as data changes during the interval.
Page 280 CentreVu Supervisor Version 8 Installation and Getting Started GL-10 Scripting A CMS feature lets you automate actions such as changing an agent’s skills, running reports, exporting report data, and many other CMS functions. For example, you can create a script to run a specified report and export the data on schedule.
Page 281 CentreVu Supervisor Version 8 Installation and Getting Started GL-11 Solaris A multi-user operating system developed by sun System Microsystems. The operating system on which CMS runs. Split A group of extensions that receives special-purpose calls in an efficient, cost-effective manner. Normally, calls to a split arrive primarily over one or a few trunk groups.
Page 282 CentreVu Supervisor Version 8 Installation and Getting Started GL-12 Tooltips Brief descriptions that display when the mouse pointer is over a toolbar button. Trunk Group Displays the status of each trunk in a selected Report trunk group. UNIX System A multi-user operating system developed by AT&T in 1969.
Page 283 CentreVu Supervisor Version 8 Installation and Getting Started GL-13 Vector An extension number that enables calls to Directory connect to a vector for processing. A VDN is Number not assigned an equipment location. It is (VDN) assigned to a vector. A VDN can connect calls...
Page 284 CentreVu Supervisor Version 8 Installation and Getting Started GL-14...
Page 285: Index
CentreVu Supervisor Version 8 Installation and Getting Started Index Index CentreVu Explorer Symbols % Axis check box 7-34 Numerics 2-dimensional 7-33 3D Effects Tab 7-30 Depth to Height 7-31 Elevation 7-30 Projection 7-31 Rotation 7-30 Viewing Distance 7-31 Width to Height...
Page 286 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-2 Actions Menu, (continued) Modify Next 6-12 Previous 6-12 Scripting Select tables Start Add Button 6-10 Add/Remove Button Agent Administration Button 5-24 5-30 Agent Administration icon 7-39 Agent Real-Time icon 7-39...
Page 287 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-3 Buttons, (continued) Delete Dictionary 5-24 Exceptions 5-24 Exit Find one 6-12 6-13 6-15 Get contents Help 5-39 List all 6-11 6-13 6-15 List Devices Login 5-19 Logout 5-24 Maintenance 5-25...
Page 288 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-4 CentreVu Terminal Emulator, (continued) Messages Error 8-23 Information 8-24 Profile menu Using Window 8-10 Application 8-10 Function keys 8-10 Menu bar 8-10 Title bar 8-10 Change Agent Splits/Skills 7-19 Chart Format Options...
Page 289 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-5 CMS Server Logging in 5-20 Password prompt Terminal type prompt Logging out CMS Server Requirements 1-12 CMS Servers 5-20 Color, Changing Threshold 7-60 Column Width, changing 7-52 Commands Menu 5-29...
Page 290 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-6 Data Bit Setting 8-20 Data Point Labels Tab 7-37 Above Point 7-37 Base 7-37 Below Point 7-37 Category Name 7-38 Center 7-37 Inside 7-37 None 7-37 Outside 7-37 Percent 7-38...
Page 291 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-7 Editing Profiles 8-16 Elevation 7-30 Ending Interval 7-10 Error Messages 9-10 Installation Login 9-10 Terminal 8-23 Exception Count 5-26 Exceptions Button 5-24 Icon 7-39 Exceptions Button 5-30 Exit 7-14 Reports...
Page 292 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-8 Format Menu 7-17 Chart 7-17 Sort by 7-17 Table 7-17 Formatting Chart Reports 3D Effects Tab 7-30 Axis Tab 7-32 Data Point Labels Tab 7-37 General Tab 7-29 Legend Tab...
Page 293 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-9 Help Menu 8-13 About 8-13 Contents 8-13 Technical Support 8-13 Helpline History List 5-40 How to use 5-46 HTML, Saving as 7-13 Icons Agent Administration 7-39 Agent Real-Time 7-39 Caution Threshold...
Page 294 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-10 Installation, (continued) to ?? Local Other Requirements 1-11 PC Requirements Network Connection 1-10 Serial Connection 1-10 Windows 95 1-11 Windows NT 1-11 Service Pack 3 1-11 Support Tips Language-version table...
Page 295 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-11 Maintenance Button 5-25 5-33 Icon 7-39 Margins, defining page 7-55 Maximize/Minimize Buttons 5-19 Maximizing Report Output Windows 7-51 Medium Font 8-22 Menu Bar 5-40 About CentreVu Supervisor 5-22 Commands 5-29...
Page 296 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-12 Modem Connection Baud Rate 8-19 Data Bit 8-20 Flow Control 8-19 Parity 8-19 Port 8-19 Problems 9-13 Settings 8-19 Stop Bits 8-20 Modem Tab 8-20 Allow xx seconds 8-21 Auto Retry...
Page 297 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-13 Operations Window Adding items 6-10 Modifying items 6-13 Options Button 5-19 5-21 5-24 5-32 Options Menu 7-20 Restore Original View 7-20 Status Bar 7-20 Thresholds 7-20 Options Tab Default ACD...
Page 298 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-14 Profile Menu, (continued) Save 8-11 Save As 8-11 Save Profile As 8-15 Profile Options Communications Tab 8-18 Font Tab 8-21 Modem Tab 8-20 Setting 8-15 8-17 Window 8-14 Profiles, creating...
Page 299 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-15 Report Menu Bar 7-11 Edit 7-15 Format 7-17 Options 7-20 Report 7-12 Tools 7-18 Report Selector Window Reports Change Agent Splits/Skills 7-19 Chart 7-23 Copying chart 7-50 Drill Down 7-18...
Page 300 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-16 Sample Text box 8-22 Save As 7-13 Save as HTML 7-13 Dialog box Selecting fonts Using a template Save Profile As dialog box 8-15 Saving a profile 8-11 Saving a report...
Page 301 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-17 Series Name, data point label 7-38 Service Pack 3 Installation 1-11 Setting Profile Options 8-17 Setting Report Threshold Highlights 7-56 Shared Network Installation Client Setup 3-19 Previous Version Found 3-10 Replace CentreVu Supervisor 5.0...
Page 302 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-18 System Menu Box 5-18 System Setup 5-25 System Setup Button 5-33 System Tray Icon Controlling the sort order 5-36 Turning on and off 5-36 Using 5-36 Tab Folders Operations 5-38...
Page 303 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-19 Threshold Colors Tab 7-76 Threshold Highlights Agent Thresholds 7-62 Caution Icon 5-36 Minimized 7-41 Setting 7-56 Settings, accessing 7-42 Split/Skill Thresholds 7-67 Supervisor icon 5-36 VDN Thresholds 7-70 Warning icon...
Page 304 CentreVu Supervisor Version 8 Installation and Getting Started Index IN-20 Type of Install 2-12 3-15 Type of Location Type Tab 7-33 % Axis 7-34 2D vs. 3D 7-33 Chart Type 7-33 Stacked 7-34 Uninstalling CentreVu Supervisor What is Removed Upgrading Supervisor...
Page 305 Document No.: 585-215-830 Date: December 1999 Lucent Technologies welcomes your feedback on this document. Your comments can be of great value in helping us to improve our documentation. 1. Please rate the effectiveness of this document in the following areas:...

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Centrevu supervisor

Lucent Technologies CentreVu Supervisor Version 8 Installation And Getting Started Manual

Preface

Introduction

Installing Centrevu Supervisor on a Local PC

Installing Centrevu Supervisor on a Shared Network Drive

Uninstalling Centrevu Supervisor

Getting Started with Centrevu Supervisor

Performing CMS Operations

Using Centrevu Supervisor Reports

Installing and Using Centrevu Terminal Emulator

Troubleshooting

Saving as HTML

Glossary

Index

Quick Links

Troubleshooting

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Questions and answers

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Summary of Contents for Lucent Technologies CentreVu Supervisor Version 8