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Lucent Technologies CentreVu CMS Administration User Manual

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CentreVu

CMS Administration

®

585–210–910

Comcode 108501743

Issue 1

November 1999

Table of Contents

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Page 1 ® CentreVu CMS Administration 585–210–910 Comcode 108501743 Issue 1 November 1999...
Page 2 Copyright © 1999 Lucent Technologies. All Rights Reserved. This material is protected by the copyright laws of the United States and other countries. It may not be reproduced, distributed, or altered in any fashion by any entity (either internal or external to Lucent Technologies), except in accordance with applicable agreements, contracts or licensing, without the express written consent of the Customer Training and Information Products organization and the business management owner of the material.Product Development Manager Product Development Manager...
Page 3: Table Of Contents
Contents CentreVu CMS Administration Contents About this information product ......Chapter 1: Task: startup and exit Starting CentreVu Supervisor on Windows 98 or NT... Logging into CentreVu CMS .
Page 4 Contents CentreVu CMS Administration Changing generic string values synonyms ....3-35 Searching the Dictionary globally ....3-36 Viewing, adding, deleting, or changing location IDs .
Page 5 Contents CentreVu CMS Administration Administering agent exceptions ....Administering split/skill exceptions ....8-11 Administering trunk group exceptions .
Page 6 Contents CentreVu CMS Administration Running a restore ......11-26 Using the maintenance error log ....11-31 Task reference .
Page 7: About This Information Product
About this information product CentreVu CMS Administration About this information product ® If you are a CentreVu Purpose CMS administrator with access to all parts of CentreVu CMS, this information product tells you what you need to know to administer your call center. For split/skill supervisors with limited access to CentreVu CMS, this information product will also be helpful.
Page 8 About this information product CentreVu CMS Administration viii Safety labels Actions or inactions that may cause difficulties are labeled as follows: Caution CAUTION Indicates that failure to take or avoid a specified action could result in loss of data. Warning WARNING Indicates that failure to take or avoid a specified action could result in physical harm to the operator or the equipment.
Page 9 About this information product CentreVu CMS Administration Adding or deleting call work codes Administering your call center and split/skill call profiles, changing VDN skill preferences, viewing trunk group assignments, changing VDN call profiles, and other call center activities To learn about... See this task...
Page 10 About this information product CentreVu CMS Administration Typography Courier font designates input and output . • Input is something you type into the user interface. For example, Type next to Printer, Terminal, or File . • Output is a character, word, or phrase that the system generates. For example, Please wait for initialization ..
Page 11 About this information product CentreVu CMS Administration Other useful information The information shipped with the following products may also be helpful: • Terminals • Printers • Solaris system software • Switch How to order this By telephone: information product Lucent Technologies Publications Center Voice: 1-800-457-1235or international voice: 317-322-6416 Fax: 1-800-457-1764 or international fax: 317-322-6699 By mail:...
Page 12 About this information product CentreVu CMS Administration...
Page 13: Chapter 1: Task: Startup And Exit
Task: startup and exit CentreVu CMS Administration Task: startup and exit Overview .................................................... Purpose In this task you will find the following procedures: ® Starting CentreVu • Supervisor on Windows 98 or NT Logging into CentreVu CMS • • Adding new servers •...
Page 14: Starting Centrevu Supervisor On Windows 98 Or Nt
Task: startup and exit CentreVu CMS Administration Starting CentreVu Supervisor on Windows 98 or NT Starting CentreVu Supervisor on Windows 98 or NT .................................................... Steps ................................... Click Start on the toolbar.................................... Select Programs on the Start menu.................................... Click the Lucent CentreVu Supervisor program group....................................
Page 15: Logging Into Centrevu Cms
Task: startup and exit CentreVu CMS Administration Logging into CentreVu CMS Logging into CentreVu CMS .................................................... Purpose Use the Connect menu or the Login button to log into the CentreVu CMS server. When you log out, wait at least 10 seconds before trying to log in again if CentreVu CMS is in single-user mode and you are the single user.
Page 16 Task: startup and exit CentreVu CMS Administration Logging into CentreVu CMS The Login Information window opens.................................... Type your CentreVu CMS login ID in the Login ID field or select your login ID on the list.................................... Tab to the Password field and type your CentreVu CMS password. If the Confirm Password window opens, your password has expired.
Page 17 Task: startup and exit CentreVu CMS Administration Logging into CentreVu CMS Steps for manual login ................................... From the controller window, select Connect | CentreVu CMS Servers.................................... Select Manual Login and click OK.................................... Select Login on the Connect menu or click Login on the toolbar. The Manual Login input window opens.
Page 18 Task: startup and exit CentreVu CMS Administration Logging into CentreVu CMS ................................... If the Solaris prompt displays, type ................................... At the Input Terminal Type prompt, confirm that the terminal type is . If the terminal type does not default to , retype S T E P S ...................................
Page 19: Adding New Servers
Task: startup and exit CentreVu CMS Administration Adding new servers Adding new servers .................................................... Steps to start a connection with a server: ................................... On the Connect menu, select CentreVu CMS Servers. The Options window opens.................................... Click New to add a CentreVu CMS server, Properties to change a connection to a CentreVu CMS server, or Remove to remove a CentreVu CMS server from the list of available servers.
Page 20 Task: startup and exit CentreVu CMS Administration Adding new servers Results If you Then... Click... select. . . The Server Properties window opens; you specify parameters for a new server in this window. Properties The Server Properties window opens; the fields are populated with values for the server you select.
Page 21: Choosing Or Changing Your Password
Task: startup and exit CentreVu CMS Administration Choosing or changing your password Choosing or changing your password .................................................... Overview For system security, passwords are required for all CentreVu CMS user login IDs. If you do not type a password on your first login, the system will force you to add one.
Page 22: Closing Centrevu Supervisor Windows
Task: startup and exit CentreVu CMS Administration 1-10 Closing CentreVu Supervisor windows Closing CentreVu Supervisor windows .................................................... Steps To close CentreVu Supervisor windows, do one of the following: • Use any of the standard Windows methods. • Click Exit on the Connect menu. Exit closes all windows and quits CentreVu Supervisor.
Page 23: Logging Out Of Centrevu Cms
Task: startup and exit CentreVu CMS Administration 1-11 Logging out of CentreVu CMS Logging out of CentreVu CMS .................................................... Steps To log out of the server, do one of the following: • Select Logout on the Connect menu. Logout is inactive if you are not logged into the server.
Page 24: Exiting Centrevu Supervisor
Task: startup and exit CentreVu CMS Administration 1-12 Exiting CentreVu Supervisor Exiting CentreVu Supervisor .................................................... Steps To exit CentreVu Supervisor, select Exit on the Command menu or click Exit on the toolbar. Important! If you try to exit CentreVu Supervisor before logging out of the CentreVu CMS server, you will see the message, “You are currently logged in.
Page 25: Task Reference: General
Task: startup and exit CentreVu CMS Administration 1-13 Task reference: general Task reference: general .................................................... How CentreVu CMS works CentreVu CMS is a software product used by businesses and organizations that have a Lucent Technologies telecommunications Enterprise Communications Server (ECS) and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) feature of the ECS.
Page 26 Task: startup and exit CentreVu CMS Administration 1-14 Task reference: general on-network or off-network destinations; to queues in ACD splits; to call prompting and digit collection; or to treatments such as music, recorded announcements, forced disconnect, and forced busy. On the switch and CentreVu CMS, Call Vectoring is a separately purchased feature.
Page 27 Task: startup and exit CentreVu CMS Administration 1-15 Task reference: general ODBC Open Database Connectivity (ODBC) is an optional CentreVu CMS feature that enables you to access data in the CentreVu CMS database for use in other software applications such as a spreadsheet program. With ODBC, you can access CentreVu CMS data directly from your application.
Page 28: Task Reference: Centrevu Cms Specifications
Task: startup and exit CentreVu CMS Administration 1-16 Task reference: CentreVu CMS specifications Task reference: CentreVu CMS specifications .................................................... Hardware platforms CentreVu CMS is certified to run on the following computers: • Sun Ultra Enterprise 3000 • Sun SPARCserver 20 •...
Page 29 Task: startup and exit CentreVu CMS Administration 1-17 Task reference: CentreVu CMS specifications • For modem connection: – At least a 19.2-Kbps modem and a 16550A UART communications port; if the modem is external, the cable must be correctly wired for hardware flow control •...
Page 30: Task Reference: Switches
Task: startup and exit CentreVu CMS Administration 1-18 Task reference: switches Task reference: switches .................................................... Switch names and releases This release of CentreVu CMS is certified to run with the following releases of Lucent Technologies switches: DEFINITY® Communications System Generic 3 Version 2 load •...
Page 31: Task Reference: Terminals
Task: startup and exit CentreVu CMS Administration 1-19 Task reference: terminals Task reference: terminals .................................................... Terminal requirements You can use the display terminals connected to your computer to access CentreVu CMS administration and reporting capabilities. You can also access the Solaris system from these terminals. If you use terminals incompatible with CentreVu CMS or if you do not properly identify the terminals within the CentreVu CMS environment, or if you do not properly set up the terminal options, the terminals may not work...
Page 32: Task Reference: Printers
Task: startup and exit CentreVu CMS Administration 1-20 Task reference: printers Task reference: printers .................................................... Printer requirements Note that: All CentreVu CMS sites need at least one system printer for • CentreVu CMS reports, error logs, and so forth. All printers are named during CentreVu CMS installation so you •...
Page 33: Task Reference: Centrevu Cms Support Services
Task: startup and exit CentreVu CMS Administration 1-21 Task reference: CentreVu CMS support services Task reference: CentreVu CMS support services .................................................... Helpline and training Lucent Technologies offers Helpline support tailored to the specific needs of your company and your CentreVu CMS system. To further enhance the value of your CentreVu CMS investment, Lucent offers training courses and training packages on CentreVu CMS administration, data analysis, and report design.
Page 34: Task Reference: Using The Helpline
Task: startup and exit CentreVu CMS Administration 1-22 Task reference: using the Helpline Task reference: using the Helpline .................................................... If you have a problem If you have a problem with CentreVu CMS, call the Lucent Technologies Customer Care Helpline at (800) 242-2121 to report the problem and obtain a trouble ticket number.
Page 35: Task Reference: Centrevu Cms Training Classes
Task: startup and exit CentreVu CMS Administration 1-23 Task reference: CentreVu CMS training classes Task reference: CentreVu CMS training classes .................................................... Training included with Training for one person on CentreVu CMS administration and custom software reports is included with the price of the CentreVu CMS software. (The price is not for each ACD).
Page 36 Task: startup and exit CentreVu CMS Administration 1-24 Task reference: CentreVu CMS training classes...
Page 37: Chapter 2: Navigating Centrevu® Supervisor
Navigating CentreVu® Supervisor CentreVu CMS Administration ® Navigating CentreVu Supervisor Overview .................................................... Purpose In this task you will find the following procedures: • Using the controller window before you log into the server • Using the controller window after you log into the server Using the features common to all CentreVu Supervisor windows •...
Page 38: Using The Controller Window Before You Log Into The Server
Navigating CentreVu® Supervisor CentreVu CMS Administration Using the controller window before you log into the server Using the controller window before you log into the server .................................................... Overview This is how the main CentreVu Supervisor window, called the controller window , looks before you log into the server. Steps ...................................
Page 39 Navigating CentreVu® Supervisor CentreVu CMS Administration Using the controller window before you log into the server ................................... Use the Login Status indicator on the status bar to see your login status. This is a green light if you are logged into the server and a gray light if you are not logged into the server.
Page 40: Using The Controller Window After You Log Into The Server
Navigating CentreVu® Supervisor CentreVu CMS Administration Using the controller window after you log into the server Using the controller window after you log into the server .................................................... Overview When you are logged into the CentreVu CMS server, the toolbar, status bar, and menu bar on the controller window offer additional functions.
Page 41 Navigating CentreVu® Supervisor CentreVu CMS Administration Using the controller window after you log into the server ................................... From the Tools menu, select Options to choose report colors and other similar options; select Add Button to start the Add Button wizard, which helps you create a custom or standard button and add it to the toolbar;...
Page 42 Navigating CentreVu® Supervisor CentreVu CMS Administration Using the controller window after you log into the server Reference Default toolbar buttons Use this button... To do this... Options Access the window to change your login options Logout Disconnect from the server Reports Open the Reports selector window Dictionary...
Page 43 Navigating CentreVu® Supervisor CentreVu CMS Administration Using the controller window after you log into the server This indicator... Displays... Exception counter An exception count of the ACDs for which you have exceptions permissions; the count is cleared to zero at the beginning of an interval ACD status Icons for the ACDs that are...
Page 44 Navigating CentreVu® Supervisor CentreVu CMS Administration Using the controller window after you log into the server This message... Displays when... Already exists A record you are trying to add is in the database: this message also displays when you try to add a range of items, some of which exist and some of which do not;...
Page 45: Using The Features Common To All Centrevu Supervisor Windows
Navigating CentreVu® Supervisor CentreVu CMS Administration Using the features common to all CentreVu Supervisor windows Using the features common to all CentreVu Supervisor windows .................................................... Overview The features that are common to all CentreVu Supervisor windows are the system tray icon, the CentreVu Supervisor menus, and the help system.
Page 46: Using The Selector Windows
Navigating CentreVu® Supervisor CentreVu CMS Administration 2-10 Using the selector windows Using the selector windows .................................................... Overview Selector windows take you to input and reports windows for all your actions (except scripting, which has its own button on the Commands window and on selector windows).
Page 47 Navigating CentreVu® Supervisor CentreVu CMS Administration 2-11 Using the selector windows ................................... Select a folder tab to bring the window you want to the front, then use the up and down arrow keys or your mouse to highlight the item for which you want to open an input or reports window and click OK (or choose a tab and double-click an item).
Page 48: Using The Input Windows
Navigating CentreVu® Supervisor CentreVu CMS Administration 2-12 Using the input windows Using the input windows .................................................... Overview On the input windows, the Actions menu lists the actions you can choose from for that input window; the Edit menu lists the normal Windows functions;...
Page 49 Navigating CentreVu® Supervisor CentreVu CMS Administration 2-13 Using the input windows Input window options These additional steps may further help you use input windows: Use this option... To do this... Menu bar Choose from a list of actions, edit options, and online help Toolbar button Add, change, or delete your input...
Page 50 Navigating CentreVu® Supervisor CentreVu CMS Administration 2-14 Using the input windows Select this... To do this. .. Modify Change the database value to reflect your inputs Next After you select Find One, display the next match found Previous After you select Find One, display the previous match found Run/Start Start the process for this window.
Page 51 Navigating CentreVu® Supervisor CentreVu CMS Administration 2-15 Using the input windows Pattern-matching Here are some guidelines for using CentreVu CMS pattern-matching. • If you know your entry begins with the letters “ ac,” you can type in a description field. The asterisk ( ) matches any number of characters that follow the “ac.”...
Page 52: Using The Browse Buttons
Navigating CentreVu® Supervisor CentreVu CMS Administration 2-16 Using the browse buttons Using the browse buttons .................................................... Overview A browse button is found to the right of the input field on most input windows. Steps If your input is for a single value (such as a split/skill, vector, agent, VDN, trunk, or trunk group), do the following: ...................................
Page 53 Navigating CentreVu® Supervisor CentreVu CMS Administration 2-17 Using the browse buttons Steps If your input is for multiple value instances of a value (such as split/ skill, vector, agent, VDN, trunk, or trunk group) do the following: ................................... Select Browse....................................
Page 54 Navigating CentreVu® Supervisor CentreVu CMS Administration 2-18 Using the browse buttons ................................... Click Add after every selection (or double-click each selection on the Available list) to transfer it to the Selected list for input. Click Remove to delete a choice from the Selected list and return it to the Available list....................................
Page 55: Using The History List
Navigating CentreVu® Supervisor CentreVu CMS Administration 2-19 Using the history list Using the history list .................................................... Overview To the left of each entry in an input field on an input window is a drop- down history list. If you are connected to multiple CentreVu CMS servers, you have a history list for each CentreVu CMS.
Page 56: Task Reference
Navigating CentreVu® Supervisor CentreVu CMS Administration 2-20 Task reference Task reference .................................................... Map of the CentreVu Supervisor user interface...
Page 57: Chapter 3: Task: Naming Your Call Center Entities In The Dictionary
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Task: naming your call center entities in the Dictionary Overview .................................................... Purpose In this task you will find the following procedures: • Adding, deleting, or changing ACDs • Creating or copying agent groups •...
Page 58 Task: naming your call center entities in the Dictionary CentreVu CMS Administration ® Viewing CentreVu • CMS database items • Viewing, adding, deleting, or changing trunk group names • Viewing or changing trunk string values • Viewing, adding, deleting, or changing VDN names •...
Page 59 Task: naming your call center entities in the Dictionary CentreVu CMS Administration • To add, delete, or change an agent group, you need write permission for the Dictionary command. • To view agent string values, you need read permission for the Dictionary command.
Page 60 Task: naming your call center entities in the Dictionary CentreVu CMS Administration • To add, delete, or modify Location IDs or agent names, you need write permission for the Dictionary command. • To view login IDs, you need read permission for the Dictionary command.
Page 61 Task: naming your call center entities in the Dictionary CentreVu CMS Administration • To list assigned vector names, you need read permission for the Dictionary command and for the specific vectors whose names you want to see. • To add, delete, or change a vector name, you need write permission for the Dictionary command and for the appropriate vector.
Page 62: Adding, Deleting, Or Changing Acds
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Adding, deleting, or changing ACDs Adding, deleting, or changing ACDs .................................................... Prerequisites Note that: • You can add, delete, or change an ACD name regardless of the ACD you have selected. For example, you could be in ACD 1 and change the name for ACD 3.
Page 63 Task: naming your call center entities in the Dictionary CentreVu CMS Administration Adding, deleting, or changing ACDs The ACDs input window opens.................................... In the ACD Name box, type the ACD name you want to add, delete, or change.................................... In the ACD Number box, type a number between one and 26 that corresponds with the name you entered in the ACD Name field.
Page 64: Creating Or Copying Agent Groups
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Creating or copying agent groups Creating or copying agent groups .................................................... Overview You can create and copy agent groups and group agents to meet the needs of your call center regardless of split/skill assignment. For example, you can create a group for new employees or a group for employees with special skills.
Page 65 Task: naming your call center entities in the Dictionary CentreVu CMS Administration Creating or copying agent groups Steps To copy an agent group: ................................... From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens....................................
Page 66 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-10 Creating or copying agent groups The Agent Groups-Copy window opens.................................... Type the name of the existing agent group from which you want to copy information.................................... Select Copy on the Actions menu or select Copy on the toolbar.
Page 67: Viewing, Listing, Adding, Or Deleting Agents In An Agent Group
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-11 Viewing, listing, adding, or deleting agents in an agent group Viewing, listing, adding, or deleting agents in an agent group .................................................... Overview You can list and view all agents in an agent group and assign an agent to a new or existing agent group.
Page 68 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-12 Viewing, listing, adding, or deleting agents in an agent group The Agent Groups – Get Contents window opens.................................... Select List all on the Actions menu or on the toolbar. The Agent Groups –...
Page 69 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-13 Viewing, listing, adding, or deleting agents in an agent group The Agent Groups input window opens.................................... In the Agent group name box, type the name of the agent group to which you want to add agents.
Page 70 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-14 Viewing, listing, adding, or deleting agents in an agent group Steps To delete agents from an agent group: ................................... From the controller window, select Commands | Dictionary or select Dictionary on the toolbar.
Page 71 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-15 Viewing, listing, adding, or deleting agents in an agent group ................................... In the Login IDs field, type the agent login IDs you want to delete from this agent group....................................
Page 72: Changing Agent String Values
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-16 Changing agent string values Changing agent string values .................................................... Overview Agent string values are the descriptive words in reports dealing with agents. These words, such as ACD, ACW, or AUX, describe the value of the data.
Page 73 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-17 Changing agent string values The Agent String Values input window opens.................................... To change any of the work-mode default names, type the new descriptive word in the appropriate work mode field. Agents can be in any one of the following work modes: •...
Page 74 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-18 Changing agent string values • DACD — the agent is on a direct agent ACD call. • DACW — the agent is in the after-call work mode for a direct agent ACD call.
Page 75 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-19 Changing agent string values ................................... To change the reserve-level default names, type the new descriptive word next to Reserve1 or Reserve2. • Reserve1 — the agent begins answering calls when the skill's 1st threshold is crossed.
Page 76 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-20 Changing agent string values • BACKUP — the agent helps to answer the skill's calls when his/ her top skill is not busy. • ROVING — the agent answers a skill's calls when this skill has the greatest need.
Page 77: Viewing, Adding, Or Changing Announcement Synonyms
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-21 Viewing, adding, or changing announcement synonyms Viewing, adding, or changing announcement synonyms .................................................... Overview You can view, add, or change announcement synonyms for each ACD. Prerequisites Note that: •...
Page 78 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-22 Viewing, adding, or changing announcement synonyms ................................... In the Description field, type the descriptive information for the announcements.................................... On the Actions menu, select Add to add your changes to the Dictionary. S T E P S ...................................
Page 79: Viewing, Adding, Deleting, Or Changing Aux Reason Code Names
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-23 Viewing, adding, deleting, or changing AUX reason code names Viewing, adding, deleting, or changing AUX reason code names .................................................... Overview AUX reason codes enable a call center to track an agent’s time when the agent is in the AUX work mode.
Page 80 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-24 Viewing, adding, deleting, or changing AUX reason code names The AUX Reason Codes input window opens.................................... In the AUX Reason Code name field, type the name for the AUX reason code.
Page 81 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-25 Viewing, adding, deleting, or changing AUX reason code names The AUX Reason Codes – List All window opens.................................... When you are done viewing AUX reason code names, close the window. S T E P S ...................................
Page 82: Viewing, Adding, Or Creating Calculations
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-26 Viewing, adding, or creating calculations Viewing, adding, or creating calculations .................................................... Overview Calculation names are abbreviated names for calculations that are used to create reports. You can view or change standard calculations or create your own custom calculations to use in custom reports.
Page 83 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-27 Viewing, adding, or creating calculations The Calculations input window opens.................................... In the Calculation name field, type the name of the calculation that you want to view, add to the database, change, or delete. If you are creating your own calculation, use lowercase letters in the name to distinguish it from standard calculations.
Page 84 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-28 Viewing, adding, or creating calculations ................................... On the Actions menu, select Add to add your changes to the Dictionary. S T E P S ................................... Reference You can script the Calculations window and schedule the script. See “Task: automating your activities with scripting”...
Page 85: Viewing, Adding, Deleting, Or Changing Call Work Codes
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-29 Viewing, adding, deleting, or changing call work codes Viewing, adding, deleting, or changing call work codes .................................................... Overview You can view, add, delete, or change call work codes and names, and include them in standard historical reports.
Page 86 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-30 Viewing, adding, deleting, or changing call work codes ................................... On the Actions menu, select Add to add your changes to the Dictionary. S T E P S ...................................
Page 87: Adding Constants To The Database
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-31 Adding constants to the database Adding constants to the database .................................................... Overview Constants are elements with fixed numerical values that you can add to the database and use in custom reports. Constants are not in CentreVu CMS when it is first installed.
Page 88 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-32 Adding constants to the database ................................... On the Actions menu, select Add to add your changes to the Dictionary. S T E P S ................................... Reference Use constants only in designer or custom reports. You can script the Constants window and schedule the script.
Page 89: Defining Your Own Database Items
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-33 Defining your own database items Defining your own database items .................................................... Overview You can define your own database items, which are stored in their own tables in the CentreVu CMS database. This allows you to combine your own data with CentreVu CMS data on custom reports.
Page 90 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-34 Defining your own database items ................................... In the Table field, type the name of the table that holds this database item.................................... On the Actions menu, select Add to add your changes to the Dictionary. S T E P S ...................................
Page 91: Changing Generic String Values Synonyms
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-35 Changing generic string values synonyms Changing generic string values synonyms .................................................... Overview Follow these steps to designate a character for YES or NO in the Dictionary, and that character will appear on custom reports that use the new YES/NO synonyms.
Page 92: Searching The Dictionary Globally
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-36 Searching the Dictionary globally Searching the Dictionary globally .................................................... Overview You can search for anything in the Dictionary: a login ID or a group of login IDs; split/skill, trunk group, or ACD names; database items; calculations;...
Page 93 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-37 Searching the Dictionary globally Global search output window results Field Field contents Value matched Displays the matches for your pattern. Field matched Displays the name of the field in the Dictionary that corresponds to value matched.
Page 94: Viewing, Adding, Deleting, Or Changing Location Ids
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-38 Viewing, adding, deleting, or changing location IDs Viewing, adding, deleting, or changing location IDs .................................................... Overview The location ID is a number assigned to voice terminals to track individual agents.
Page 95 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-39 Viewing, adding, deleting, or changing location IDs ................................... In the Description field, type pertinent information about the location. This is for information only. It is not displayed elsewhere in the system or on reports other than List All or Find One operations in this window.
Page 96: Viewing, Adding, Or Changing Login Id Names
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-40 Viewing, adding, or changing login ID names Viewing, adding, or changing login ID names .................................................... Overview CentreVu CMS uses agent login IDs to identify measured ACD agents. After an agent’s name is assigned to a login ID, CentreVu CMS windows and reports show that agent’s name instead of the login ID number.
Page 97 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-41 Viewing, adding, or changing login ID names The Login Identifications input window opens.................................... In the Login ID field, type the login ID number to view, add, delete, or change.
Page 98 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-42 Viewing, adding, or changing login ID names Reference If you assign names to the login IDs, agent names display on reports. If you make additions or changes to login IDs, you must exit the report and then rerun the report to see the new agent names.
Page 99: Viewing, Adding, Or Changing Logout Reason Code Names
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-43 Viewing, adding, or changing logout reason code names Viewing, adding, or changing logout reason code names .................................................... Overview Logout reason codes enable an agent to give the reason for logging out, such as training or the end of a shift.
Page 100 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-44 Viewing, adding, or changing logout reason code names ................................... In the Logout Reason Code name field, type the name to add, change, or view for this logout reason code. Names must be unique within an ACD....................................
Page 101 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-45 Viewing, adding, or changing logout reason code names Reference Logout reason code names display in the agent login/logout and agent trace historical reports. If you make changes to logout reason code names, you must exit the report and rerun it to see the new name.
Page 102: Viewing Or Changing Split/Skill String Values
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-46 Viewing or changing split/skill string values Viewing or changing split/skill string values .................................................... Overview Split/skill string values are the descriptive words in the split/skill call profile reports. The words are used to describe the value of the data. You can change the default string values and view or change split or skill names and skill state names to meet the needs of your call center.
Page 103 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-47 Viewing or changing split/skill string values The Split/Skill String Values input window opens.................................... To change the default values in the Service Level Changed fields at any time, type YES if you changed the service level in the split/skill call profile or NO if you did not change the service level in the split/skill call profile.
Page 104 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-48 Viewing or changing split/skill string values OVERLOAD2 — type the descriptive word for the state of a skill using the Service Level Supervisor feature when it exceeds both the first and second thresholds.
Page 105: Viewing, Adding, Deleting, Or Changing Split/Skill Names
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-49 Viewing, adding, deleting, or changing split/skill names Viewing, adding, deleting, or changing split/skill names .................................................... Overview You can assign names to your ACD splits or skills. These split or skill names appear on the split or skill reports, making your reports easier to identify and read.
Page 106 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-50 Viewing, adding, deleting, or changing split/skill names The Splits/Skills input window opens.................................... In the Split/Skill name field, type the name that you want to add, delete, change, or view for this split or skill.
Page 107 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-51 Viewing, adding, deleting, or changing split/skill names If you assign exceptions to splits or skills, the split or skill names you assign display in the exceptions text. If you change a split or skill name, the new name displays in the exception text for all exceptions logged after the change.
Page 108: Viewing Centrevu Cms Database Items
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-52 Viewing CentreVu CMS database items Viewing CentreVu CMS database items .................................................... Overview Standard CentreVu CMS items are names of items in CentreVu CMS database tables. CentreVu CMS uses these tables to collect, store, and retrieve ACD data.
Page 109 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-53 Viewing CentreVu CMS database items The Standard CMS Items input window opens.................................... In the Database item field, type the name of the database that you want to look up.
Page 110: Viewing, Adding, Deleting, Or Changing Trunk Group Names
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-54 Viewing, adding, deleting, or changing trunk group names Viewing, adding, deleting, or changing trunk group names .................................................... Overview Names you assign to your ACD trunk groups display on reports, making your reports easier to identify and read.
Page 111 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-55 Viewing, adding, deleting, or changing trunk group names ................................... In the Trunk group name field, type the name to add, delete, change, or view for this trunk group....................................
Page 112: Viewing Or Changing Trunk String Values
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-56 Viewing or changing trunk string values Viewing or changing trunk string values .................................................... Overview Trunk string values are the descriptive words such as IDLE, HOLD, or QUEUED on trunk reports. These words display in report data fields; they do not display as headings.
Page 113 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-57 Viewing or changing trunk string values The Trunk String Values input window opens.................................... To change any of the trunk state default names, type the new descriptive word next to any of the following: •...
Page 114 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-58 Viewing or changing trunk string values • MBUSY — the trunk is out of service for maintenance purposes. • RINGING — the call is ringing at an agent's voice terminal. UNKNOWN —...
Page 115 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-59 Viewing or changing trunk string values • HIGH — the call occupying the trunk is queued to a split or skill at the second highest priority level. •...
Page 116: Viewing, Adding, Deleting, Or Changing Vdn Names
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-60 Viewing, adding, deleting, or changing VDN names Viewing, adding, deleting, or changing VDN names .................................................... Overview You can assign names to VDNs so that names instead of numbers appear on VDN reports and VDN administration windows.
Page 117 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-61 Viewing, adding, deleting, or changing VDN names The VDNs input window opens.................................... In the VDN name field, type the name of a VDN that you want to add, change, delete, or find.
Page 118 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-62 Viewing, adding, deleting, or changing VDN names If you assign exceptions to a VDN, the VDN name you assign displays in the exceptions text. In addition, if you change a VDN name, the new name displays in the exception text for all exceptions logged after the change.
Page 119: Viewing, Adding, Deleting, Or Changing Vector Names
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-63 Viewing, adding, deleting, or changing vector names Viewing, adding, deleting, or changing vector names .................................................... Overview You can assign names to vectors so that the names instead of the vector numbers display on vector reports and administration windows.
Page 120 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-64 Viewing, adding, deleting, or changing vector names ................................... In the Vector name field, type the name of the vector that you want to add, change, delete, or find....................................
Page 121: Running Dictionary Reports
Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-65 Running Dictionary reports Running Dictionary reports .................................................... Overview You can generate a report on most sections of the Dictionary. You can have sections of the Dictionary printed, sent to a file, or displayed. Steps To display or print a report on one of the Dictionary items listed on the Reports tab:...
Page 122 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-66 Running Dictionary reports ................................... Double-click the Dictionary item for which you want a report. A report input window opens.................................... Under Destination, select View Reports on screen or Print Report on. To send the report to your screen or to the default printer, select OK.
Page 123 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-67 Running Dictionary reports ................................... Select Specific printer, then select the printer name on the drop-down list ................................... Change any other printer parameters, such as Orientation, Paper, or Network, if you want.
Page 124 Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-68 Running Dictionary reports To run an agent group For the agent group members report only, follow these steps: members report ................................... Select Reports | Agent Group Members. The Agent Groups input window opens.
Page 125: Chapter 4: Task: Running, Printing, Exiting, And Restarting A Report
Task: running, printing, exiting, and restarting a report CentreVu CMS Administration Task: running, printing, exiting, and restarting a report Overview .................................................... Purpose In this task you will find the following procedures: • Running a report • Printing a report • Setting up a report page •...
Page 126: Running A Report
Task: running, printing, exiting, and restarting a report CentreVu CMS Administration Running a report Running a report .................................................... Steps ................................... From the Reports selector window, select the report type on the Reports menu.................................... Select the ACD and select OK. The Reports input window opens.
Page 127: Printing A Report
Task: running, printing, exiting, and restarting a report CentreVu CMS Administration Printing a report Printing a report .................................................... Steps ................................... From the Reports selector window, select the report type on the Reports menu.................................... Select the ACD and click the OK button. The Reports input window opens.
Page 128: Setting Up A Report Page
Task: running, printing, exiting, and restarting a report CentreVu CMS Administration Setting up a report page Setting up a report page .................................................... Steps ................................... From the Reports selector window, select the report type on the Reports menu.................................... Select the ACD and select OK. The Reports input window opens.
Page 129 Task: running, printing, exiting, and restarting a report CentreVu CMS Administration Setting up a report page ................................... In the Page Setup window, set the Margin, Page Numbers, and Box Around Tables (report grids) and select OK. S T E P S ...................................
Page 130: Exiting And Restarting A Report
Task: running, printing, exiting, and restarting a report CentreVu CMS Administration Exiting and restarting a report Exiting and restarting a report .................................................... Steps to exit a report From the controller window, do one of the following: • Double-click System. • Select Close on the System menu.
Page 131: Task Reference
Task: running, printing, exiting, and restarting a report CentreVu CMS Administration Task reference Task reference .................................................... ® How reports work CentreVu CMS collects data from ACD activity and stores it in one of the CentreVu CMS databases. The data reflects the activity of your splits/skills, trunks, trunk groups, agents, agent groups, VDNs, and vectors.
Page 132 Task: running, printing, exiting, and restarting a report CentreVu CMS Administration Task reference Printing options The margins, page numbers, and boxes you choose apply only to printed reports and do not affect reports displayed on the screen. Margins Margins define the spaces at the edges of the page where nothing is printed.
Page 133: Chapter 5: Task: Automating Your Activities With Scripting
Task: automating your activities with scripting CentreVu CMS Administration Task: automating your activities with scripting Overview .................................................... Purpose In this task you will find the following procedures: • Using Save as Script • Scripting reports • Scripting the export of report output •...
Page 134: Using Save As Script
Task: automating your activities with scripting CentreVu CMS Administration Using Save as Script Using Save as Script .................................................... Overview Use these steps to save the current display or action as a script. Steps ................................... Select Script. The Save as Script window opens....................................
Page 135 Task: automating your activities with scripting CentreVu CMS Administration Using Save as Script ................................... In the Save as type field, specify whether the script is to be interactive or automatic. The default is automatic, unless you are scripting a report selector window.
Page 136 Task: automating your activities with scripting CentreVu CMS Administration Using Save as Script Error and warning messages Message Reason Response The CentreVu CMS This script will not Specify a login ID run unless a login ID and and password on the CentreVu CMS password have not User Information...
Page 137 Task: automating your activities with scripting CentreVu CMS Administration Using Save as Script...
Page 138: Scripting Reports
Task: automating your activities with scripting CentreVu CMS Administration Scripting reports Scripting reports .................................................... Overview Use these steps to script a report that runs in interactive or automatic mode. • Interactive mode takes you to a report's input window but does not run a report.
Page 139 Task: automating your activities with scripting CentreVu CMS Administration Scripting reports The report’s output window opens.................................... Select Script from the Reports menu. The Save as Script window opens. The file type is set to Automatic but can be changed....................................
Page 140: Scripting The Export Of Report Output
Task: automating your activities with scripting CentreVu CMS Administration Scripting the export of report output Scripting the export of report output .................................................... Overview Use these steps to create a script that exports report data to the clipboard or a specified file. Steps ...................................
Page 141 Task: automating your activities with scripting CentreVu CMS Administration Scripting the export of report output ................................... Save the script by following the steps under “Using Save as Script.” Executing the script runs the report with your current inputs, exports the data, and exits the report. S T E P S ...................................
Page 142: Scripting A Report Saved As Html
Task: automating your activities with scripting CentreVu CMS Administration 5-10 Scripting a report saved as HTML Scripting a report saved as HTML .................................................... Overview Use these steps to create a script that saves a report as an HTML file. Steps ...................................
Page 143 Task: automating your activities with scripting CentreVu CMS Administration 5-11 Scripting a report saved as HTML ................................... Save the script using the steps under “Saving as Script.” Executing the script runs the report with your current inputs, saves the report as HTML, and exits the report. S T E P S ...................................
Page 144: Scripting Windows And Actions
Task: automating your activities with scripting CentreVu CMS Administration 5-12 Scripting windows and actions Scripting windows and actions .................................................... Overview Use these steps to create a script for one of the following: • The input window for Dictionary, Exceptions, Maintenance, CentreVu CMS System Setup, Agent Administration, or Call Center Administration actions •...
Page 145 Task: automating your activities with scripting CentreVu CMS Administration 5-13 Scripting windows and actions ................................... Complete the Save as Script window. Executing the script takes you to the window for the action you selected. The Save as Script window closes and the selector window remains open.
Page 146 Task: automating your activities with scripting CentreVu CMS Administration 5-14 Scripting windows and actions ................................... Select OK. The Save as Script window opens. The file type is set to Automatic but can be changed. If you select Cancel, you return to the input window without saving an action.
Page 147: Task Reference
Task: automating your activities with scripting CentreVu CMS Administration 5-15 Task reference Task reference .................................................... • You must purchase a scheduling package if you want to schedule your scripts to run at a specific or later time. • You are limited to a maximum of four simultaneous Supervisor sessions from one PC.
Page 148 Task: automating your activities with scripting CentreVu CMS Administration 5-16 Task reference...
Page 149: Chapter 6: Task: Administering Call Center Agents
Task: administering call center agents CentreVu CMS Administration Task: administering call center agents Overview .................................................... Purpose In this task, you will find the following procedures: • Starting an agent trace • Listing agents traced • Changing agent skills and extension split assignments •...
Page 150 Task: administering call center agents CentreVu CMS Administration • To view a list of agents traced, you need read permission for the Agent Administration command. • To run a Split Members report, you need read permission for the Agent Administration command and for all splits affected by the report.
Page 151: Starting An Agent Trace
Task: administering call center agents CentreVu CMS Administration Starting an agent trace Starting an agent trace .................................................... ® Prerequisites Prerequisites for DEFINITY ECS/G3 switches with EAS: • To start/stop agent traces, you must have data collection turned on for the ACD. See “Turning data collection on and off for real ACDs”...
Page 152 Task: administering call center agents CentreVu CMS Administration Starting an agent trace On DEFINITY ECS/G3 without EAS, the Agent Administration selector window looks like this: ................................... On the drop-down ACD list, select the ACD for which you are starting the agent trace....................................
Page 153 Task: administering call center agents CentreVu CMS Administration Starting an agent trace The Activate Agent Trace input window opens.................................... To start or stop an agent trace, select Modify on the Actions drop-down menu. To choose the agents for whom a trace will be started or stopped, type the agent names or login IDs in the Agent names or logids field, or select the name or login ID on the drop-down list.
Page 154 Task: administering call center agents CentreVu CMS Administration Starting an agent trace ................................... To start or stop an agent trace, click On or Off (the default) in the Agent trace field.................................... On the Actions menu, select Add, Cancel, Delete, or Modify to complete your action.
Page 155: Listing Agents Traced
Task: administering call center agents CentreVu CMS Administration Listing agents traced Listing agents traced .................................................... Prerequisites • You must have turned on agent trace for some agents at some time in the past. Also at some time in the past, agents for whom traces were activated must have logged in to create agent trace records.
Page 156 Task: administering call center agents CentreVu CMS Administration Listing agents traced The List Agents Traced input window opens.................................... To view a list of agents and dates for which agent trace data is available, on the Actions menu select List all. A secondary window opens with the dates and agents for which agent trace data is available, displayed by date.
Page 157: Changing Agent Skills And Extension Split Assignments
Task: administering call center agents CentreVu CMS Administration Changing agent skills and extension split assignments Changing agent skills and extension split assignments .................................................... Prerequisites Note that: • If you have DEFINITY ECS with EAS, you see the window shown here. •...
Page 158 Task: administering call center agents CentreVu CMS Administration 6-10 Changing agent skills and extension split assignments The Change Agent Skills window opens with the agent or template name and login ID on the title bar. • The skills and skill level for the agent or template you named are shown in the Assigned Skills field and Level field, respectively.
Page 159 Task: administering call center agents CentreVu CMS Administration 6-11 Changing agent skills and extension split assignments ................................... To change the skill used to queue an agent’s direct agent calls, type the skill name or number under Agent Skills and Skill Levels, or select the name or number from the drop-down list.
Page 160 Task: administering call center agents CentreVu CMS Administration 6-12 Changing agent skills and extension split assignments Steps To change extension split assignments: ................................... From the controller window, select Commands | Agent Administration or select Agent Administration on the toolbar. The Agent Administration selector window opens....................................
Page 161 Task: administering call center agents CentreVu CMS Administration 6-13 Changing agent skills and extension split assignments ................................... In the Move Extension From Split field, highlight the split name/number you no longer want associated with this extension.................................... In the Move Extension To Split field, highlight the split name/number you want the extension assigned to.
Page 162 Task: administering call center agents CentreVu CMS Administration 6-14 Changing agent skills and extension split assignments • On G3V4 and any DEFINITY ECS, the change takes place immediately for agents who are in the AUX work mode, available, or logged out. For agents who are handling calls (including non- ACD calls, calls on hold, and direct agent calls waiting in queue) or agents who are in ACW mode, the change is pending until the agent logs out, changes to AUX work mode, or completes all calls...
Page 163: Creating Or Applying An Agent Template
Task: administering call center agents CentreVu CMS Administration 6-15 Creating or applying an agent template Creating or applying an agent template .................................................... Steps To create an agent template or to apply an agent template to a group of agents: ................................... From the controller window, select Commands | Agent Administration.
Page 164 Task: administering call center agents CentreVu CMS Administration 6-16 Creating or applying an agent template • To apply an existing template to a group of agents, type the name or agent login ID of the template whose skills you want to apply to a group of agents.
Page 165: Multi-Agent Skill Change And Moving Extensions Between Splits
Task: administering call center agents CentreVu CMS Administration 6-17 Multi-agent skill change and moving extensions between splits Multi-agent skill change and moving extensions between splits .................................................... Steps To change one skill for multiple agents: ................................... From the controller window, select Operations | Agent Administration. The Agent Administration selector window opens.
Page 166 Task: administering call center agents CentreVu CMS Administration 6-18 Multi-agent skill change and moving extensions between splits ................................... To move agents from skill to skill, do one of the following (you can also use these steps to add agents in one skill to another skill): •...
Page 167 Task: administering call center agents CentreVu CMS Administration 6-19 Multi-agent skill change and moving extensions between splits Result If one or more moves fail, a status window shows the moves that were not made and the reason, or it shows the pending status....................................
Page 168 Task: administering call center agents CentreVu CMS Administration 6-20 Multi-agent skill change and moving extensions between splits Reference • To type a split name in the Split moving from or Split moving to field, the name must first be assigned in the Dictionary. See “Task: naming your call center entities in the Dictionary”...
Page 169 Task: administering call center agents CentreVu CMS Administration 6-21 Multi-agent skill change and moving extensions between splits For DEFINITY ECS or G3V4, agents cannot be preassigned to • splits (through switch administration) and then moved to those splits from CentreVu CMS. If agents are preassigned to splits, the message “already assigned”...
Page 170: Running A Split Members Report
Task: administering call center agents CentreVu CMS Administration 6-22 Running a split members report Running a split members report .................................................... Steps ................................... Select Commands | Agent Administration or select Agent Administration on the toolbar. The Agent Administration selector window opens....................................
Page 171 Task: administering call center agents CentreVu CMS Administration 6-23 Running a split members report The Split Members input window opens.................................... In the Splits field, type split numbers or names for which you want to run a report (these must first be assigned in the Dictionary,) or select the splits from the Splits pull-down menu.
Page 172 Task: administering call center agents CentreVu CMS Administration 6-24 Running a split members report The Split Members report displays or prints. The Split Members report lists the selected splits in numerical order, each split’s assigned name, and the extensions that are assigned to the split.
Page 173: Chapter 7: Task: Administering Your Call Center
Task: administering your call center CentreVu CMS Administration Task: administering your call center Overview .................................................... Purpose In this task you will find the following procedures: • Viewing, adding, or deleting call work codes • Changing VDN skill preferences • Adding, deleting, or changing split/skill call profiles •...
Page 174 Task: administering your call center CentreVu CMS Administration • To view skill preference assignments, you need read permission for the Call Center Administration command and for the VDNs affected by the change. • To add, delete, or change a split/skill call profile, you need read/ write permission for the Call Center Administration command and for all splits/skills affected by the change.
Page 175: Viewing, Adding, Or Deleting Call Work Codes
Task: administering your call center CentreVu CMS Administration Viewing, adding, or deleting call work codes Viewing, adding, or deleting call work codes .................................................... Prerequisites • Call work codes must be positive integers with one to 16 digits. You can assign names in the Dictionary for codes consisting of one to 9 digits.
Page 176 Task: administering your call center CentreVu CMS Administration Viewing, adding, or deleting call work codes The Call Work Codes input window opens.................................... In the Call work code(s) field, type the call work codes you want to view, add, or delete, or select the call work codes from the drop-down list, or click the Browse button.
Page 177 Task: administering your call center CentreVu CMS Administration Viewing, adding, or deleting call work codes • You can administer an exception for agents who enter invalid (unassigned) call work codes. See “Task: administering exceptions” for more information. • You can script the Call Work Codes window and schedule the script.
Page 178: Changing Vdn Skill Preferences
Task: administering your call center CentreVu CMS Administration Changing VDN skill preferences Changing VDN skill preferences .................................................... ® Prerequisites When you change VDN skill preferences on DEFINITY ECS/Generic 3, the change takes effect immediately and can affect the processing of any call in progress in the VDN at the time of the change.
Page 179 Task: administering your call center CentreVu CMS Administration Changing VDN skill preferences The Change VDN Skill Preferences input window opens.................................... In the VDN(s) field, type a list or range of VDNs whose skill preferences you want to view or change....................................
Page 180 Task: administering your call center CentreVu CMS Administration Changing VDN skill preferences Reference • On DEFINITY ECS/Generic 3, selecting Modify on the Actions menu changes switch administration, which affects calls currently in vector processing and new calls. • You can script the Change VDN Skill Preferences window and schedule the script.
Page 181: Adding, Deleting, Or Changing Split/Skill Call Profiles
Task: administering your call center CentreVu CMS Administration Adding, deleting, or changing split/skill call profiles Adding, deleting, or changing split/skill call profiles .................................................... Prerequisites You can set each of the first nine service level increments to a different time length. Each increment represents a unit of wait time. If you do not complete this window, 0 seconds is used for all service level increments and all calls appear in the first increment on the split/ skill call profile report.
Page 182 Task: administering your call center CentreVu CMS Administration 7-10 Adding, deleting, or changing split/skill call profiles ................................... In the Acceptable service level field, type the number of seconds that are acceptable for an ACD call to wait before connecting to an agent. The acceptable service level must be the same as the service level on the DEFINITY ECS forms.
Page 183: Viewing Trunk Group Assignments
Task: administering your call center CentreVu CMS Administration 7-11 Viewing trunk group assignments Viewing trunk group assignments .................................................... Prerequisites • DID trunk groups are not assigned to VDNs or splits because the central office passes VDN digits or split-extension digits to the switch.
Page 184 Task: administering your call center CentreVu CMS Administration 7-12 Viewing trunk group assignments ................................... Select VDN as the object to search for. Type the number or name (these must first be assigned in the Dictionary) of the VDN whose assigned trunk groups you want to view, or select the number or name on the drop-down list, or click the Browse button.
Page 185: Running A Trunk Group Members Report
Task: administering your call center CentreVu CMS Administration 7-13 Running a trunk group members report Running a trunk group members report .................................................... Steps ................................... From the controller window, select Commands | Call Center Administration or select Call Center Administration on the toolbar. The Call Center Administration selector window opens.
Page 186 Task: administering your call center CentreVu CMS Administration 7-14 Running a trunk group members report An example of a Trunk Group Members report is shown below. The report lists the selected trunk groups in numerical order, each trunk group’s assigned name, and the equipment location of each trunk in the trunk group.
Page 187 Task: administering your call center CentreVu CMS Administration 7-15 Running a trunk group members report Reference You cannot create a custom report from the trunk group members report.
Page 188: Changing Vdn-To-Vector Assignments
Task: administering your call center CentreVu CMS Administration 7-16 Changing VDN-to-vector assignments Changing VDN-to-vector assignments .................................................... Prerequisites • You can assign multiple VDNs to a single vector, but you cannot assign a VDN to more than one vector. • You cannot exit this window until the switch responds to your changes.
Page 189 Task: administering your call center CentreVu CMS Administration 7-17 Changing VDN-to-vector assignments The VDN Assignments input window opens.................................... In the VDNs field, type the numbers or names (these must first be assigned in the Dictionary) of the VDNs you want to reassign, or select the numbers or names on the drop-down list, or click the Browse button.
Page 190 Task: administering your call center CentreVu CMS Administration 7-18 Changing VDN-to-vector assignments Reference • You can script the VDN Assignments window and schedule the script. See “Task: automating your activities with scripting” for more information. • You can schedule VDN assignment changes on a timetable. This is useful if you want to make assignments during off-hours.
Page 191: Adding, Deleting, Or Changing Vdn Call Profiles
Task: administering your call center CentreVu CMS Administration 7-19 Adding, deleting, or changing VDN call profiles Adding, deleting, or changing VDN call profiles .................................................... Prerequisites • You can set each of the first nine service level increments to a different time length. Each increment represents a unit of wait time.
Page 192 Task: administering your call center CentreVu CMS Administration 7-20 Adding, deleting, or changing VDN call profiles The Call Center Administration selector window opens.................................... Select Operations | VDN Call Profile Setup. The VDN Call Profile Setup input window opens.
Page 193 Task: administering your call center CentreVu CMS Administration 7-21 Adding, deleting, or changing VDN call profiles ................................... Choose from the following: • To add a VDN call profile, complete all fields and select Add on the Actions menu. • To copy an existing VDN call profile to a VDN that does not yet have a profile, select Find one on the Actions menu to display the profile you want to copy.
Page 194 Task: administering your call center CentreVu CMS Administration 7-22 Adding, deleting, or changing VDN call profiles CentreVu CMS counts calls that are either answered, connected to non-ACD destinations, or abandoned within this range and the totals are displayed in the VDN call profile report....................................
Page 195: Running Vector Configuration Reports
Task: administering your call center CentreVu CMS Administration 7-23 Running vector configuration reports Running vector configuration reports .................................................... Prerequisites • A vector number can display in the report even if it does not have an associated trunk group. A vector number can also display if the vector does not yet contain steps.
Page 196 Task: administering your call center CentreVu CMS Administration 7-24 Running vector configuration reports ................................... In the Vector field, type the numbers or names (these must first be assigned in the Dictionary) of vectors you want in the report, or select the numbers or names on the drop-down list, or click the Browse button.
Page 197: Chapter 8: Task: Administering Exceptions
Task: administering exceptions CentreVu CMS Administration Task: administering exceptions Overview .................................................... Purpose An exception is a condition in which too many (or too few) occurrences of a type of activity in an ACD fall outside the limits set for your call center.
Page 198 Task: administering exceptions CentreVu CMS Administration Prerequisites • You can administer exceptions and generate reports for VDNs and vectors if your company has purchased Call Vectoring. • You can administer exceptions and generate reports for skills if your company has purchased EAS. Permissions These permissions apply to administering exceptions.
Page 199: Changing Your Exceptions Notification
Task: administering exceptions CentreVu CMS Administration Changing your exceptions notification Changing your exceptions notification .................................................... Overview By default, the PC sounds to notify you of an exception. You can deactivate the sound as follows: Steps To change your exceptions notification: ...................................
Page 200: Administering Agent Exceptions
Task: administering exceptions CentreVu CMS Administration Administering agent exceptions Administering agent exceptions .................................................... Overview • You administer agent exceptions per split or per skill; the exceptions apply to all agents logged into the split or skill. • External outbound exceptions are a subset of outbound exceptions.
Page 201 Task: administering exceptions CentreVu CMS Administration Administering agent exceptions The Agent Exceptions Administration input window opens.................................... In the Split(s)/Skill(s) box, do one of the following: • Type the information. • Select the information on the drop-down list of previously used items.
Page 202 Task: administering exceptions CentreVu CMS Administration Administering agent exceptions ................................... In the Active field, make each exception type active by selecting the check box or inactive by leaving the check box blank.................................... In the Time Limit field, set the time limit in seconds for exception types that use a time limit.
Page 203 Task: administering exceptions CentreVu CMS Administration Administering agent exceptions Number of inbound The total number of inbound calls an agent can ACW calls/agent receive during after-call work. This exception cannot trigger more than once within an interval. Time on outbound The maximum time an agent spends on an ACW call outbound call during after-call work.
Page 204 Task: administering exceptions CentreVu CMS Administration Administering agent exceptions Logout attempt Indication if the agent types an invalid code without valid when trying to logout. This exception cannot reason code trigger more than once within an interval AUX attempt Information sent by the switch if AUX work without valid reason codes are forced or requested and the reason code...
Page 205 Task: administering exceptions CentreVu CMS Administration Administering agent exceptions Time on direct The maximum number of seconds an agent agent call spends on a direct agent ACD call. (maximum) Number calls in The maximum number of direct agent ACD direct agent queue calls an agent can have waiting in queue.
Page 206 Task: administering exceptions CentreVu CMS Administration 8-10 Administering agent exceptions Agent could not be An exception that is not on the Agent logged in Exceptions Administration window because it is always enabled. The exception displays as “Could not be logged in” on the agent exceptions report.
Page 207: Administering Split/Skill Exceptions
Task: administering exceptions CentreVu CMS Administration 8-11 Administering split/skill exceptions Administering split/skill exceptions .................................................... Prerequisites To administer exceptions for skills, your company must have purchased EAS. This feature is not needed to administer exceptions for splits. Steps ................................... From the controller window, select Tools | Commands | Exceptions. The Exceptions selector window opens.
Page 208 Task: administering exceptions CentreVu CMS Administration 8-12 Administering split/skill exceptions The Split/Skill Exception Administration input window opens.................................... In the Split(s)/Skill(s) box, do one of the following: • Type the information. • Select the information on the list of previously used items. •...
Page 209 Task: administering exceptions CentreVu CMS Administration 8-13 Administering split/skill exceptions ................................... In the Active field, make each exception type active by selecting the check box or inactive by leaving the check box blank.................................... In the Time Limit field, set the time limit in seconds for exception types that use a time limit (this can be a zero default).
Page 210 Task: administering exceptions CentreVu CMS Administration 8-14 Administering split/skill exceptions Number The acceptable number of calls that can intraflow intraflowed-out out of the split or skill before an occurrence is calls counted against the threshold limit. This exception cannot trigger more than once within an interval.
Page 211 Task: administering exceptions CentreVu CMS Administration 8-15 Administering split/skill exceptions Expected Wait An estimate of how long an incoming call with Time (pri Low) the lowest priority waits in queue before connecting to an agent. Rolling Average The rolling average speed of answer for the ®...
Page 212: Administering Trunk Group Exceptions
Task: administering exceptions CentreVu CMS Administration 8-16 Administering trunk group exceptions Administering trunk group exceptions .................................................... Steps ................................... From the controller window, select Tools | Commands | Exceptions. The Exceptions selector window opens.................................... In the ACD box, select the ACD for which you want to administer trunk group exceptions.
Page 213 Task: administering exceptions CentreVu CMS Administration 8-17 Administering trunk group exceptions ................................... In the Trunk groups field, complete the Trunk group(s) box: • Type the information. • Select the information from the drop-down list of previously used items. • Click the Browse button to view all available items for the input field and select the items to input.
Page 214 Task: administering exceptions CentreVu CMS Administration 8-18 Administering trunk group exceptions Time trunk in use The minimum acceptable time a trunk in the trunk group can be in use. CentreVu CMS (Exceptions per trunk) (minimum) checks the allowed time the trunk is in use before an occurrence is counted against the threshold for that trunk.
Page 215 Task: administering exceptions CentreVu CMS Administration 8-19 Administering trunk group exceptions Number of trunks The maximum acceptable number of trunks that in use (Exceptions can be in use at any one time in the trunk group. per trunk group) Since this condition can come and go, you receive an exception notification each time the allowed number of trunks in use exceeds the threshold within the interval.
Page 216: Administering Vdn Exceptions
Task: administering exceptions CentreVu CMS Administration 8-20 Administering VDN exceptions Administering VDN exceptions .................................................... Prerequisites To administer VDN Exceptions, your company must have purchased Call Vectoring. VDN permissions checking is disabled for exceptions administration when more than 2000 VDNs are authorized. Steps ...................................
Page 217 Task: administering exceptions CentreVu CMS Administration 8-21 Administering VDN exceptions The VDN Exception Administration window input opens.................................... To complete the VDN(s) box: • Type the information. • Select the information on the pull-down list of previously used items. • Click the Browse button to view all available items for the input field and select your inputs.
Page 218 Task: administering exceptions CentreVu CMS Administration 8-22 Administering VDN exceptions In this field... Administer this exception type... Active By selecting the check box or inactive by leaving the check box blank. Time Limit On exception types that use a time limit, set the time limit in seconds.
Page 219 Task: administering exceptions CentreVu CMS Administration 8-23 Administering VDN exceptions In this field... Administer this exception type... Number of calls Shows the number of calls abandoned during abandoned while vector processing. An occurrence is counted in vector against the threshold each time a call is abandoned during vector processing.
Page 220 Task: administering exceptions CentreVu CMS Administration 8-24 Administering VDN exceptions In this field... Administer this exception type... Number of calls Counts an occurrence against the occurrence that flowed into threshold each time a call connects to the VDN for 1 of 3 reasons: – The call was routed to the VDN by a step from a vector in the local ACD.
Page 221 Task: administering exceptions CentreVu CMS Administration 8-25 Administering VDN exceptions In this field... Administer this exception type... Number of Shows an occurrence counted against the unsuccessful threshold each time an step adjunct routing fails. A failure occurs when the adjunct host attempts computer does not take routing control of the call.
Page 222: Administering Vector Exceptions
Task: administering exceptions CentreVu CMS Administration 8-26 Administering vector exceptions Administering vector exceptions .................................................... Steps ................................... From the controller window, select Tools | Commands | Exceptions. The Exceptions selector window opens.................................... In the ACD box, select the ACD for which you want to administer vector exceptions..
Page 223 Task: administering exceptions CentreVu CMS Administration 8-27 Administering vector exceptions ................................... In the Vectors box, do one of the following: • Type the information. • Select the information on the list of previously used items. • Click the Browse button to select the information in a browse window.
Page 224 Task: administering exceptions CentreVu CMS Administration 8-28 Administering vector exceptions Number of calls The number of calls given a busy signal by the forced busy switch. This exception cannot trigger more than once within an interval. Number of calls The number of calls disconnected by the switch disconnected disconnect vector command, the vector disconnect timer, or because the call reached the...
Page 225 Task: administering exceptions CentreVu CMS Administration 8-29 Administering vector exceptions Exceptions checking begins when a call enters the vector and ends when the call connects to an agent, is abandoned, or is routed to another destination. Some exception types need an appropriate step in the vector. For example, to get exceptions on unsuccessful Look Ahead Interflow attempts, the vector must have at least one step that routes...
Page 226: Running An Agent Exceptions Report
Task: administering exceptions CentreVu CMS Administration 8-30 Running an agent exceptions report Running an agent exceptions report .................................................... Overview Use the agent exceptions report to see exceptions made in the past for the agents you select for the report. For each agent exception, the report shows the time, agent, and type of exception.
Page 227 Task: administering exceptions CentreVu CMS Administration 8-31 Running an agent exceptions report ................................... Select Reports | Agent Exceptions. The Agent Exceptions input window opens.................................... In the Date field, type the date for which you want to run the report. Use MM/DD/YY format (for example, 07/11/1999) or a day relative to today (for example, 0 for today, -1 for yesterday, or -7 for one week ago), or select the date on the drop-down list, or click the Browse button.
Page 228 Task: administering exceptions CentreVu CMS Administration 8-32 Running an agent exceptions report ................................... In the Split/Skill field, type the name or number (these must first be assigned in the Dictionary) of the split/skill for which you want to run the report, or select the name or number on the drop-down list, or click the Browse button.
Page 229 Task: administering exceptions CentreVu CMS Administration 8-33 Running an agent exceptions report An example of an agent exceptions report is shown below. S T E P S ...................................
Page 230: Running A Data Collection Report
Task: administering exceptions CentreVu CMS Administration 8-34 Running a data collection report Running a data collection report .................................................... Overview Use the data collection report to see any event that affects data collection. This includes starting or stopping data collection, resetting the clock, and session (link) down.
Page 231 Task: administering exceptions CentreVu CMS Administration 8-35 Running a data collection report ................................... In the Date field, type the date for which you want to run the report. Use MM/DD/YY format (for example, 07/11/1999) or a day relative to today (for example, 0 for today, -1 for yesterday, or -7 for one week ago).
Page 232: Running A Malicious Call Trace Report
Task: administering exceptions CentreVu CMS Administration 8-36 Running a malicious call trace report Running a malicious call trace report .................................................... Overview Use the malicious call trace report to see detailed information on malicious call occurrences. The report shows the date and time each call occurred, and the agent and split or skill that received the call.
Page 233 Task: administering exceptions CentreVu CMS Administration 8-37 Running a malicious call trace report ................................... In the Date field, type the date for which you want to run the report. Use MM/DD/YY format (for example, 07/11/1999) or a day relative to today (for example, 0 for today, -1 for yesterday, or -7 for one week ago), or select the date on the drop-down list, or click the Browse button.
Page 234: Running A Split/Skill Exceptions Report
Task: administering exceptions CentreVu CMS Administration 8-38 Running a split/skill exceptions report Running a split/skill exceptions report .................................................... Overview Use the split/skill exceptions report to see exceptions made in the past for the splits/skills you select for the report. For each split/skill exception, the report shows the time and type of exception.
Page 235 Task: administering exceptions CentreVu CMS Administration 8-39 Running a split/skill exceptions report The Split/Skill Exceptions input window opens.................................... In the Date field, type the date for which you want to run the report. Use MM/DD/YY format (for example, 07/11/1999) or a day relative to today (for example, 0 for today, -1 for yesterday, or -7 for one week ago).
Page 236 Task: administering exceptions CentreVu CMS Administration 8-40 Running a split/skill exceptions report ................................... In the Exceptions field, select the exceptions you want to include in the report. Clear the check box next to an exception if you do not want to include that exception in the report.
Page 237: Running A Trunk Group Exceptions Report
Task: administering exceptions CentreVu CMS Administration 8-41 Running a trunk group exceptions report Running a trunk group exceptions report .................................................... Overview Use the trunk group exceptions report to see exceptions made in the past for the trunk groups you select for the report. For each trunk group exception, the report shows the time and type of exception.
Page 238 Task: administering exceptions CentreVu CMS Administration 8-42 Running a trunk group exceptions report The Trunk Group Exceptions input window opens.................................... In the Date field, type the date for which you want to run the report, or select the date on the drop-down list, or click the Browse button. Use MM/DD/YY format (for example, 07/11/1999) or a day relative to today (for example, 0 for today, -1 for yesterday, or -7 for one week ago).
Page 239 Task: administering exceptions CentreVu CMS Administration 8-43 Running a trunk group exceptions report ................................... In the Exceptions field, select the exceptions you want to include in the report. Clear the check box next to an exception if you do not want to include that exception in the report.
Page 240: Running A Vdn Exceptions Report
Task: administering exceptions CentreVu CMS Administration 8-44 Running a VDN exceptions report Running a VDN exceptions report .................................................... Overview Use the VDN exceptions report to see exceptions made in the past for the VDNs you select for the report. For each VDN exception, the report shows the time, VDN, vector, and type of exception.
Page 241 Task: administering exceptions CentreVu CMS Administration 8-45 Running a VDN exceptions report The VDN Exceptions input window opens.................................... In the Date field, type the date for which you want to run the report, or select the date on the drop-down list, or click the Browse button.Use MM/DD/YY format (for example, 07/11/1999) or a day relative to today (for example, 0 for today, -1 for yesterday, or -7 for one week ago).
Page 242 Task: administering exceptions CentreVu CMS Administration 8-46 Running a VDN exceptions report ................................... In the Order by field, type the time to list exceptions according to the time the exceptions were made, or select the time on the drop-down list, or click the Browse button.
Page 243: Running A Vector Exceptions Report
Task: administering exceptions CentreVu CMS Administration 8-47 Running a vector exceptions report Running a vector exceptions report .................................................... Overview Use the vector exceptions report to see exceptions made in the past for the vectors you select for the report. For each vector exception, the report shows the time, vector, and type of exception.
Page 244 Task: administering exceptions CentreVu CMS Administration 8-48 Running a vector exceptions report The Vector Exceptions input window opens.................................... In the Date field, type the date for which you want to run the report. Use MM/DD/YY format (for example, 07/11/1999) or a day relative to today (for example, 0 for today, -1 for yesterday, or -7 for one week ago).
Page 245 Task: administering exceptions CentreVu CMS Administration 8-49 Running a vector exceptions report ................................... In the Exceptions field, select the exceptions you want to include in the report. Clear the check box for an exception if you do not want to include that exception in the report.
Page 246: Task Reference
Task: administering exceptions CentreVu CMS Administration 8-50 Task reference Task reference .................................................... An exception can be one of three types: peg count, agent timed, or other timed exceptions. Peg count exceptions A peg count exception occurs when within the current interval, the number of occurrences of an ACD activity exceeds an occurrence threshold defined for your call center.
Page 247 Task: administering exceptions CentreVu CMS Administration 8-51 Task reference can wait in the queue for 20 seconds. An exception occurs if, within an interval, more than three calls wait in the queue longer than 20 seconds. Timed occurrence boundaries for Other Timed Exceptions apply to ACD activity within the last interval.
Page 248: Reference: Interactions With Other Commands
Task: administering exceptions CentreVu CMS Administration 8-52 Reference: interactions with other commands Reference: interactions with other commands .................................................... Data storage allocation CentreVu CMS can store up to 2000 exception records of each • type, except for VDNs, which can store up to 10,000 records. This number is the total for all ACDs for each category of ACD element.
Page 249 Task: administering exceptions CentreVu CMS Administration 8-53 Reference: interactions with other commands Custom/designer reports • You can create custom exception reports, or reports that combine exceptions data with regular historical data, from the Custom Reports menu. For more information on creating custom reports, see CentreVu •...
Page 250: Reference: Real-Time Exceptions Log
Task: administering exceptions CentreVu CMS Administration 8-54 Reference: real-time exceptions log Reference: real-time exceptions log .................................................... How to use the real-time To view the real-time exception log, from the controller window select exceptions log Tools | Options | General | Exceptions | Operations | Real-Time Exceptions Log.
Page 251 Task: administering exceptions CentreVu CMS Administration 8-55 Reference: real-time exceptions log • Information about an activity that has fallen outside of the exception conditions you set. Thus, for a peg count exception, the exception record shows the occurrence threshold you set, even though the number of occurrences may be substantially greater.
Page 252: Task Reference: Reports
Task: administering exceptions CentreVu CMS Administration 8-56 Task reference: reports Task reference: reports .................................................... • The Audio Difficulty exception, found in the Trunk Group Exceptions selection of the Reports menu, is always provided for all switches that support event (stroke) counts. Whenever you define or change exceptions, CentreVu CMS •...
Page 253: Chapter 9: Task: Assigning User Permissions
Task: assigning user permissions CentreVu CMS Administration Task: assigning user permissions Overview .................................................... Purpose In this task you will find the following procedures: • Assigning user data • Viewing, assigning, deleting, or changing ACD access • Viewing, assigning, deleting, or changing feature access •...
Page 254 Task: assigning user permissions CentreVu CMS Administration For example: If your call And assigned The split 1 supervisor has center has to it. . . read/write permissions for. . . one split called. . . Split 1 Trunk groups 22 Split 1, trunk groups 22 and 23 and 23 Dictionary and exceptions...
Page 255: Assigning User Data
Task: assigning user permissions CentreVu CMS Administration Assigning user data Assigning user data .................................................... Overview You must assign user data before you can assign ACD, feature, split/ skill, trunk group, vector, or VDN access permissions. User data consists of user IDs, corresponding default printer, maximum number of open user windows, minimum refresh rate for real-time reports, login ACD, and user or administrator status.
Page 256 Task: assigning user permissions CentreVu CMS Administration Assigning user data ................................... Select User Permissions | Operations | User Data. The User Permissions User Data input window opens.................................... In the User ID field, type the login ID for the user you are adding, changinging, viewing, or deleting.
Page 257 Task: assigning user permissions CentreVu CMS Administration Assigning user data ................................... Under Login type, select Normal user if the user does not have access (by default) to system setup, user permissions, and Forecast (if purchased); select Administrator if the user has access (by default) to all parts of CentreVu CMS.
Page 258 Task: assigning user permissions CentreVu CMS Administration Assigning user data • Do not allow users to share the same login ID because this quickly consumes Solaris system resources. This also applies to one person logging in at multiple terminals using the same login ID. User messages •...
Page 259 Task: assigning user permissions CentreVu CMS Administration Assigning user data Reports and timetables • You can refresh or update real-time reports from every 3 to every 600 seconds. Before a CentreVu CMS user can display a real- time report, you must set a minimum refresh rate for the user. The default is 15 seconds greater than the number of seconds set as the minimum refresh rate.
Page 260 Task: assigning user permissions CentreVu CMS Administration Assigning user data Only the following characters are allowed in login IDs: " & ‘ < = > ‘...
Page 261: Viewing, Assigning, Deleting, Or Changing Acd Access
Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing ACD access Viewing, assigning, deleting, or changing ACD access .................................................... Steps ................................... On the controller window, select Tools | User Permissions. The User Permissions selector window opens.................................... Select User Permissions | ACD access.
Page 262 Task: assigning user permissions CentreVu CMS Administration 9-10 Viewing, assigning, deleting, or changing ACD access The User Permissions ACD Access input window opens.................................... In the User ID field, type the ID of the user whose ACD access permissions you want to add, change, or view. This field is required....................................
Page 263 Task: assigning user permissions CentreVu CMS Administration 9-11 Viewing, assigning, deleting, or changing ACD access Reference • The default permission for ACD Access is yes, which gives all users access to all ACDs (real or pseudo). • To turn off a user's access permissions to an ACD (real or pseudo), delete that user's permissions for the ACD instead of clearing the Read and Write check boxes (this saves disk space).
Page 264: Viewing, Assigning, Deleting, Or Changing Feature Access
Task: assigning user permissions CentreVu CMS Administration 9-12 Viewing, assigning, deleting, or changing feature access Viewing, assigning, deleting, or changing feature access .................................................... Overview You cannot change or delete feature access permissions for CentreVu CMS and CentreVu Supervisor login IDs. This prevents a user with access to user permissions from mistakenly turning off access permissions to all or any part of CentreVu CMS for the CentreVu CMS administrator and/or the Lucent Services organization.
Page 265 Task: assigning user permissions CentreVu CMS Administration 9-13 Viewing, assigning, deleting, or changing feature access The User Permissions Feature Access input window opens.................................... In the User IDs field, type the ID of the user whose feature access permissions you want to change or view. This field is required....................................
Page 266 Task: assigning user permissions CentreVu CMS Administration 9-14 Viewing, assigning, deleting, or changing feature access Reference • You can put the Feature Access window on a script. See “Task: automating your activities with scripting” for more information. • You can put the Feature Access window on a timetable. See “Task: using timetables and shortcuts”...
Page 267: Viewing, Assigning, Or Changing Main Menu Addition Access
Task: assigning user permissions CentreVu CMS Administration 9-15 Viewing, assigning, or changing main menu addition access Viewing, assigning, or changing main menu addition access .................................................... Steps ................................... On the controller window, select Tools | User Permissions. The User Permissions selector window opens....................................
Page 268 Task: assigning user permissions CentreVu CMS Administration 9-16 Viewing, assigning, or changing main menu addition access ................................... In the Addition field, type the name of the menu additions that the user will or will not have access to. The name must match the menu addition name exactly.
Page 269: Viewing, Assigning, Deleting, Or Changing Split/Skill Access
Task: assigning user permissions CentreVu CMS Administration 9-17 Viewing, assigning, deleting, or changing split/skill access Viewing, assigning, deleting, or changing split/skill access .................................................... Steps ................................... On the controller window, select Tools | User Permissions. The User Permissions selector window opens....................................
Page 270 Task: assigning user permissions CentreVu CMS Administration 9-18 Viewing, assigning, deleting, or changing split/skill access ................................... Do the following: • Select the Read check box if this user will have read permission for the splits/skills; clear the check box if the user will not have read permission for the splits/skills.
Page 271 Task: assigning user permissions CentreVu CMS Administration 9-19 Viewing, assigning, deleting, or changing split/skill access • When you give a user access to the ACD, you must give the user split/skill access for each applicable ACD. • You can put the Split/Skill Access window on a timetable. See “Task: using timetables and shortcuts”...
Page 272: Viewing, Assigning, Deleting, Or Changing Trunk Group Access
Task: assigning user permissions CentreVu CMS Administration 9-20 Viewing, assigning, deleting, or changing trunk group access Viewing, assigning, deleting, or changing trunk group access .................................................... Steps ................................... On the controller window, select Tools | User Permissions. The User Permissions selector window opens....................................
Page 273 Task: assigning user permissions CentreVu CMS Administration 9-21 Viewing, assigning, deleting, or changing trunk group access ................................... Do the following: • Select the Read check box if the user will have read permission; clear the Read check box if the user will not have read permission. •...
Page 274 Task: assigning user permissions CentreVu CMS Administration 9-22 Viewing, assigning, deleting, or changing trunk group access • To turn off a user's access permissions to a trunk group, delete that user's permissions for that trunk group instead of disabling the check boxes.
Page 275: Viewing, Assigning, Deleting, Or Changing Vector Access
Task: assigning user permissions CentreVu CMS Administration 9-23 Viewing, assigning, deleting, or changing vector access Viewing, assigning, deleting, or changing vector access .................................................... Steps ................................... On the controller window, select Tools | User Permissions. The User Permissions selector window opens....................................
Page 276 Task: assigning user permissions CentreVu CMS Administration 9-24 Viewing, assigning, deleting, or changing vector access ................................... Do the following: • Select the Read check box if the user will have read permission; clear the Read check box if this user will not have read permission.
Page 277: Viewing, Assigning, Deleting, Or Changing Vdn Access
Task: assigning user permissions CentreVu CMS Administration 9-25 Viewing, assigning, deleting, or changing VDN access Viewing, assigning, deleting, or changing VDN access .................................................... Steps ................................... On the controller window, select Tools | User Permissions. The User Permissions selector window opens....................................
Page 278 Task: assigning user permissions CentreVu CMS Administration 9-26 Viewing, assigning, deleting, or changing VDN access ................................... Do the following: • Select the Read check box if the user will have read permission; clear the Read check box if the user will not have read permission. •...
Page 279 Task: assigning user permissions CentreVu CMS Administration 9-27 Viewing, assigning, deleting, or changing VDN access • To turn off a user's access permissions to a VDN, delete that user's permissions for that VDN instead of clearing the Read and Write check boxes.
Page 280 Task: assigning user permissions CentreVu CMS Administration 9-28 Viewing, assigning, deleting, or changing VDN access...
Page 281: Chapter 10: Task: Viewing And Changing System Setup Values
Task: viewing and changing system setup values CentreVu CMS Administration 10-1 Task: viewing and changing system setup values Overview .................................................... Purpose In this task you will find the following procedures: • Turning data collection on and off for real ACDs ®...
Page 282 Task: viewing and changing system setup values CentreVu CMS Administration 10-2 Permissions These permissions apply to viewing and changing system setup values. See “Task: assigning user permissions” for more information. To view the current CentreVu CMS state or the master ACD, you •...
Page 283: Turning Data Collection On And Off For Real Acds
Task: viewing and changing system setup values CentreVu CMS Administration 10-3 Turning data collection on and off for real ACDs Turning data collection on and off for real ACDs .................................................... Before you beginPrerequisi • When you turn on data collection, monitor the connection status of the link and make sure data is being transferred.
Page 284 Task: viewing and changing system setup values CentreVu CMS Administration 10-4 Turning data collection on and off for real ACDs The Data Collection input window opens.................................... In the ACD field, select the ACD name for which you want to turn data collection on or off.
Page 285: Changing The Centrevu Cms State
Task: viewing and changing system setup values CentreVu CMS Administration 10-5 Changing the CentreVu CMS state Changing the CentreVu CMS state .................................................... Prerequisites • To add to or change configuration data for storage allocation, storage intervals, or restoring data (for system administration and ACD administration data), you must put CentreVu CMS in single-user mode.
Page 286 Task: viewing and changing system setup values CentreVu CMS Administration 10-6 Changing the CentreVu CMS state The CMS State input window opens.................................... Do one of the following: • Click Single-user mode and select Modify. A message displays, telling all users that CentreVu CMS will be brought down in one minute.
Page 287 Task: viewing and changing system setup values CentreVu CMS Administration 10-7 Changing the CentreVu CMS state • To add or change data in the following areas, you must put CentreVu CMS in single-user mode (viewing current data does not require single-user mode). You may want to do some or all of these actions during off-peak hours: –Allocating data storage —Specifying storage intervals...
Page 288: Setting Up A Pseudo-Acd
Task: viewing and changing system setup values CentreVu CMS Administration 10-8 Setting up a pseudo-ACD Setting up a pseudo-ACD .................................................... Overview A pseudo-ACD is an area in CentreVu CMS used to place previously backed-up ACD data. Prerequisites If you create a pseudo-ACD using CentreVu Supervisor, you •...
Page 289 Task: viewing and changing system setup values CentreVu CMS Administration 10-9 Setting up a pseudo-ACD The Pseudo ACD Setup input window opens.................................... In the ACD field, type the number (nine through 26) or the name of the pseudo-ACD. You must use an ACD number if you have not defined a synonym for it.
Page 290 Task: viewing and changing system setup values CentreVu CMS Administration 10-10 Setting up a pseudo-ACD • User Permissions – all submenu items • CMS System Setup – CMS State Data Collection Data Storage Allocation Data Summarizing Free Space Allocation Load Pseudo-ACD Pseudo-ACD Setup R2 Migrate Data R3 Migrate Data...
Page 291 Task: viewing and changing system setup values CentreVu CMS Administration 10-11 Setting up a pseudo-ACD • Verify that enough free space is available to unarchive the data. View free space allocation to see where data is stored, how much space is needed for the existing ACDs (both real and pseudo- ACDs), and how much space is available for the pseudo-ACD data.
Page 292: Loading Pseudo-Acd Data
Task: viewing and changing system setup values CentreVu CMS Administration 10-12 Loading pseudo-ACD data Loading pseudo-ACD data .................................................... Overview Use these steps to load ACD data into the pseudo-ACD you created in the “Setting up a pseudo-ACD.” For example, you could take data previously backed up on one CMS and unarchive the data to another CMS.
Page 293 Task: viewing and changing system setup values CentreVu CMS Administration 10-13 Loading pseudo-ACD data The CMS System Setup selector window opens.................................... Select Operations | Load Pseudo-ACD Data.
Page 294 Task: viewing and changing system setup values CentreVu CMS Administration 10-14 Loading pseudo-ACD data The Load Pseudo-ACD Data input window opens. The Status field shows the status of the data being loaded into the pseudo-ACD; the Errors field shows any errors found while loading the pseudo-ACD data.
Page 295 Task: viewing and changing system setup values CentreVu CMS Administration 10-15 Loading pseudo-ACD data ................................... In the Start time field, type the time from when you want to start migrating data to the pseudo-ACD. The default is 12:00 a.m., midnight. The time tells CentreVu CMS which time to look for on the backup volume and at which point to begin loading data to the pseudo-ACD.
Page 296 Task: viewing and changing system setup values CentreVu CMS Administration 10-16 Loading pseudo-ACD data • You can access the Load Pseudo-ACD Data via a script. See “Task: automating your activities with scripting” for more information. • You can put this window on a timetable. See “Task: using timetables and shortcuts”...
Page 297: Specifying How Centrevu Cms Stores Data
Task: viewing and changing system setup values CentreVu CMS Administration 10-17 Specifying how CentreVu CMS stores data Specifying how CentreVu CMS stores data .................................................... Overview Use these steps to see which file systems CentreVu CMS uses and to specify where to store CentreVu CMS files. Steps ...................................
Page 298 Task: viewing and changing system setup values CentreVu CMS Administration 10-18 Specifying how CentreVu CMS stores data The Free Space Allocation input window opens. The Status field shows the name of each table as it is being used.................................... The Blocks Required field shows the approximate number of blocks to be used for agents, agent trace, call work codes, call records, exceptions, forecasting, login/logout data, splits/skills, trunk groups, trunks, VDNs, and vectors.
Page 299 Task: viewing and changing system setup values CentreVu CMS Administration 10-19 Specifying how CentreVu CMS stores data ................................... The % Avail field shows the percentage of space still available. S T E P S ................................... Reference • The Vectors, VDNs, and Forecasting fields are not available if your company has not purchased these features.
Page 300: Archiving Data In The Historical Database
Task: viewing and changing system setup values CentreVu CMS Administration 10-20 Archiving data in the historical database Archiving data in the historical database .................................................... Overview Data is automatically archived based on your entries in the Storage Intervals window. It is recommended that you do not archive data in the historical database unless an archive fails or does not occur.
Page 301 Task: viewing and changing system setup values CentreVu CMS Administration 10-21 Archiving data in the historical database ................................... In the Date field, type the date (MM/DD/YY) for which you want the data summarized. Use the following as a guide: • A daily summary consists of a partial day.
Page 302 Task: viewing and changing system setup values CentreVu CMS Administration 10-22 Archiving data in the historical database • “Archiver started” displays on the status line for the first request and “Archiver request submitted” displays if there is already a data summary in progress. •...
Page 303: Starting Or Stopping External Applications
Task: viewing and changing system setup values CentreVu CMS Administration 10-23 Starting or stopping external applications Starting or stopping external applications .................................................... Overview Use these steps to turn on or turn off the External Application feature, to start or stop external applications, or to view the status of external applications.
Page 304 Task: viewing and changing system setup values CentreVu CMS Administration 10-24 Starting or stopping external applications Reference The status of an external application can be one of the following: • Starting — a request to start the external application has been made.
Page 305: Allocating Storage Space
Task: viewing and changing system setup values CentreVu CMS Administration 10-25 Allocating storage space Allocating storage space .................................................... Overview Use these steps to specify how much data CentreVu CMS saves and for how long. The amount of data and the length of time the data is saved affects disk space, and is limited by your system configuration.
Page 306 Task: viewing and changing system setup values CentreVu CMS Administration 10-26 Allocating storage space The Data Storage Allocation input window opens. This window shows the values set during installation: the maximum number of splits/skills, agents, trunk groups, trunks, call work codes, vectors, and VDNs for your system.
Page 307: Steps To Set Field Values
Task: viewing and changing system setup values CentreVu CMS Administration 10-27 Allocating storage space Steps to set field values The following steps include only the fields that need an explanation: ................................... In the # of Items field, type the number of items for splits/skills, trunk groups, trunks, call work codes, vectors, and VDNs for which you want space allocated.
Page 308 Task: viewing and changing system setup values CentreVu CMS Administration 10-28 Allocating storage space ................................... In the field for Number of Agent login/logout records (0–999,999), type the number of agent login/logout records you want to store. A record is generated each time an agent logs in, one record per login/logout session.
Page 309 Task: viewing and changing system setup values CentreVu CMS Administration 10-29 Allocating storage space ................................... When you are done changing field values, do one of the following: • Select Modify on the Actions menu or on the toolbar to accept your changes.
Page 310 Task: viewing and changing system setup values CentreVu CMS Administration 10-30 Allocating storage space Assuming that free space is available, the maximum storage capabilities are: • Intrahour storage: 62 days • Daily storage: five years (1,825 days) • Weekly/monthly storage: 10 years (520 weeks/120 months) Understand implications The length of the intrahour interval affects how much disk space is needed to store the days of intrahour data.
Page 311 Task: viewing and changing system setup values CentreVu CMS Administration 10-31 Allocating storage space Shift 1 (2, 3, or 4): CentreVu CMS rounds shift times to the • nearest interval. For example, if you use 30-minute intervals and set a shift from 8:15 to 5:15, CentreVu CMS assumes that this shift is from 8:00 to 5:30.
Page 312 Task: viewing and changing system setup values CentreVu CMS Administration 10-32 Allocating storage space Scripting You can script the Data Allocation Status window and schedule the script. See “Task: automating your activities with scripting” for more information. Timetable You cannot put the Data Allocation Status window on a timetable. Switch parameters If you change the switch parameters using check the...
Page 313: Migrating Centrevu Cms Data
Task: viewing and changing system setup values CentreVu CMS Administration 10-33 Migrating CentreVu CMS data Migrating CentreVu CMS data .................................................... Overview Use these steps to migrate R2 CentreVu CMS data residing on a 3B2 computer to a current CentreVu CMS release. R2 data items that can be migrated include: •...
Page 314 Task: viewing and changing system setup values CentreVu CMS Administration 10-34 Migrating CentreVu CMS data The R2 Migrate Data input window opens.................................... For information on using the R2 Migrate Data window, see CentreVu CMS R2V8 Upgrades and Migration 585-215-856 . S T E P S ...................................
Page 315 Task: viewing and changing system setup values CentreVu CMS Administration 10-35 Migrating CentreVu CMS data The R3 Migrate Data input window opens.................................... For information on using the R3 Migrate Data window, see CentreVu CMS R2V8 Upgrades and Migration 585-215-856 . S T E P S ...................................
Page 316: Setting Storage Intervals
Task: viewing and changing system setup values CentreVu CMS Administration 10-36 Setting storage intervals Setting storage intervals .................................................... Overview You can set a 15-, 30-, or 60-minute storage interval for ACD data. This allows you to choose the storage interval that best meets the needs of your call center.
Page 317 Task: viewing and changing system setup values CentreVu CMS Administration 10-37 Setting storage intervals The Storage Intervals input window opens.................................... To set the length of your intrahour intervals, select: 15 minutes 30 minutes (default value) 60 minutes ................................... In the Data Summarizing time field, type the time in hh:mm a.m./p.m. format or in the 24–hour clock (for example, 17:00).
Page 318 Task: viewing and changing system setup values CentreVu CMS Administration 10-38 Setting storage intervals Use the following as a guide: • The default daily summary time is 12:35 a.m. on the day following the day the data was collected. Weekly summaries are started on the day following the selected stop day.
Page 319 Task: viewing and changing system setup values CentreVu CMS Administration 10-39 Setting storage intervals • If the start and stop day are the same day of the week, one day's worth of data is stored per week. • When you change the weekly start or stop day, the current week can be one to 13 days long.
Page 320 Task: viewing and changing system setup values CentreVu CMS Administration 10-40 Setting storage intervals Reference Guidelines for setting storage intervals A change in the intrahour interval does not take effect until the end of the current intrahour interval, and existing historical data is automatically migrated when you are changing to a longer intrahour interval.
Page 321 Task: viewing and changing system setup values CentreVu CMS Administration 10-41 Setting storage intervals It is time-consuming... If you change your storage intervals, be aware that it is very time- consuming to change storage intervals for all the data that is being collected.
Page 322: Viewing Switch Setup Data
Task: viewing and changing system setup values CentreVu CMS Administration 10-42 Viewing switch setup data Viewing switch setup data .................................................... Overview Use these steps to view the switch setup values that were set during installation: • Switch type • Switch release Purchased CentreVu CMS release and version •...
Page 323 Task: viewing and changing system setup values CentreVu CMS Administration 10-43 Viewing switch setup data The Switch Setup input window opens.................................... In the ACDs field, type the names or numbers of the ACDs for which you want information.................................... Review the following fields: ®...
Page 324 Task: viewing and changing system setup values CentreVu CMS Administration 10-44 Viewing switch setup data • The switch features (shows the purchased DEFINITY ECS features that affect CentreVu CMS data: Call Vectoring, Call Prompting, and EAS) S T E P S ...................................
Page 325: Chapter 11: Task: Maintaining Centrevu® Cms
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-1 ® Task: maintaining CentreVu Overview .................................................... Use the procedures that follow to maintain CentreVu CMS. Purpose Maintenance consists of routine tasks such as backing up data, checking the status of the CentreVu CMS connection to the switch, and viewing the maintenance error log.
Page 326 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-2 • To view the Archiving Status window, you need read permission for the Maintenance command. • To do any of the maintenance procedures, you need write permission for the Maintenance command. • To list devices, you need read-only permission.
Page 327: Viewing Acd Status
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-3 Viewing ACD status Viewing ACD status .................................................... Overview The ACD Status window displays information about the current ACD selected in the window, including the number of splits or skills, agents logged in, trunk groups, trunks, VDNs, vectors (if your company has purchased Call Vectoring), and measured splits.
Page 328 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-4 Viewing ACD status If your switch does not have EAS, the ACD Status window looks like this:...
Page 329 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-5 Viewing ACD status If your switch has EAS, the ACD Status window looks like this: S T E P S ................................... Reference For actions with EAS, note the following field descriptions: Skills: skills measured by CentreVu CMS •...
Page 330 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-6 Viewing ACD status For actions without EAS, note the following field descriptions CentreVu CMS is measuring: the current value of each of the • following items Splits: splits measured by CentreVu CMS •...
Page 331: Viewing Archiving Status
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-7 Viewing archiving status Viewing archiving status .................................................... Overview Use these steps to display the status, date, and time of the last archive for interval, daily, weekly, and/or monthly data. This information can help you decide when to turn off data collection or change your archiving times without losing data.
Page 332 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-8 Viewing archiving status ................................... To view the last archiving status for interval daily, weekly, and/or monthly data, select List all on the Actions menu. The Archiving Status – List All window opens. S T E P S ...................................
Page 333: Running A Cmsadm File System Backup
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-9 Running a CMSADM file system backup Running a CMSADM file system backup .................................................... Overview A backup copies the data stored on the CentreVu CMS computer to a removable volume such as tape. Backups minimize the loss of data caused by system failures or errors.
Page 334 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-10 Running a CMSADM file system backup 6) run_pkg: Turn a feature package on or off 7) run_cms: Turn CentreVu CMS on or off 8) port_admin: Administer Modems, Terminals, and Printers Enter choice (1-8) or q to quit....................................
Page 335 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-11 Running a CMSADM file system backup If the number of tapes required is one, the system responds: • If the number of tapes required is more than one, the system responds: • If you receive the message displayed above, insert the first tape used in the backup and press Enter.
Page 336 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-12 Running a CMSADM file system backup A backup is done when your CentreVu CMS is provisioned. This • backup contains all the Solaris system files and programs and the CentreVu CMS configuration data that was done by provisioning. Labels for the File system backup tapes are shipped with your CentreVu CMS.
Page 337: Running A Maintenance Backup
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-13 Running a maintenance backup Running a maintenance backup .................................................... Prerequisites • You must do a full backup before doing the first incremental backup. • You should back up your system data when it has changed or on a weekly basis.
Page 338 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-14 Running a maintenance backup ................................... The Backup Data input window opens.................................... On the Backup Data input window: • The Backups completed today field shows the number of backups completed for the current day. •...
Page 339 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-15 Running a maintenance backup ................................... In the Device name field, type the device name from which/to which you are loading the data. To see a list of device names and attributes, select List device. This field may default to the device specified during installation;...
Page 340 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-16 Running a maintenance backup • ACD-specific administration data: includes Forecast data (if the feature is active), call work code administration data, VDN administration data, data storage allocation data, exception administration data, agent trace data (historical list of agents traced), and ACD-specific Dictionary names.
Page 341 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-17 Running a maintenance backup • Timetables for full and incremental backups are already created While running a normal backup, you could receive any of these messages: CentreVu CMS cannot access the specified device. Enter a new •...
Page 342: Assigning A Name And Description To A Device
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-18 Assigning a name and description to a device Assigning a name and description to a device .................................................... Overview Use these steps to assign a name and description to a full path name for a device.
Page 343 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-19 Assigning a name and description to a device ................................... In the Path field, type the full Solaris system path to access the specified storage device (for example, The Solaris system devices are described in your Solaris system administrator’s guide.
Page 344: Monitoring Connection Status
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-20 Monitoring connection status Monitoring connection status .................................................... Overview You can monitor the data link between the CentreVu CMS processor and the switch. You can also view the current status of the application, session, and connection layers of the link between the switch and CentreVu CMS.
Page 345 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-21 Monitoring connection status Reference: Application field The Application field shows status for the application layer of the link between the switch and CentreVu CMS. Possible status messages for the Application field are: •...
Page 346 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-22 Monitoring connection status Reference: Connection field The Connection field shows status for the connection layer of the link between the switch and CentreVu CMS. Possible status messages for the Connection field are: •...
Page 347: Administering A Printer
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-23 Administering a printer Administering a printer .................................................... Overview Use these steps to assign a name, description, and some options to a printer. The printer is then known by CentreVu CMS and can be used by terminals for printing CentreVu CMS reports or windows.
Page 348 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-24 Administering a printer The Printer Administration input window opens.................................... In the CMS printer name field, type a unique name for this printer. To change the CentreVu CMS printer name, you must first delete the printer name and then add a new name.
Page 349 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-25 Administering a printer ................................... In the Lines per page field, type the number of lines that fit on a page. The default is 66 lines. Reports are formatted to correspond to the value of this field.
Page 350: Running A Restore
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-26 Running a restore Running a restore .................................................... Overview Use these steps to restore CentreVu CMS data that has been lost due to system failure, disk crashes, or power outages. You can restore all CentreVu CMS data files that you have previously backed up.
Page 351 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-27 Running a restore The Restore Data input window opens. The Status field shows the status of the current or most recent restore; the Errors field shows any errors found in the restore....................................
Page 352 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-28 Running a restore ................................... In the Tables to restore field, select the check boxes for the INFORMIX tables for which you want to restore data. • The table name field shows the designated name of the INFORMIX table.
Page 353 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-29 Running a restore The Restore Data input window opens. The Status field shows the status of the current or most recent restore; the Errors field shows any errors found in the restore....................................
Page 354 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-30 Running a restore Note: the start/stop date fields for this procedure only accept a two– digit year. S T E P S ...................................
Page 355: Using The Maintenance Error Log
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-31 Using the maintenance error log Using the maintenance error log .................................................... Overview The maintenance error log helps you (and Lucent Services) resolve system problems. This log displays a chronological list of warnings, information, and errors detected by CentreVu CMS.
Page 356 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-32 Using the maintenance error log ................................... In the ACD field, type or select the name or number of the ACD for which you want to view the maintenance error log.................................... In the Error codes field, type unique identifiers for each error. This allows you to refer to a specific error when dealing with Call Center Services personnel or your own departmental personnel.
Page 357 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-33 Using the maintenance error log • You can use the maintenance error log to get the status of the Forecast manager. • You can use the maintenance error log to get the status of backups and/or archiving that completed without a Backup/Archiving Status window open.
Page 358 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-34 Using the maintenance error log Maintenance error codes and related messages are listed by error code number. Each message is followed by a explanation of why the error occurred and how to fix it: Error Message/reason/action code...
Page 359: Task Reference
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-35 Task reference Task reference .................................................... Backup strategy Use the information that follows to develop a backup strategy appropriate to your call center. Kinds of backups • CMSADM: backs up Solaris system files and programs, CentreVu CMS programs, non-CMS data Maintenance: backs up CentreVu CMS database tables, including •...
Page 360: Reference: Full Backup
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-36 Reference: full backup Reference: full backup .................................................... Purpose A full backup includes all the data in the CentreVu CMS database tables (historical data, dictionary, permissions, etc.). It is strongly recommended that you do a full backup at least weekly. If the backup does not fit on one tape, you are prompted for another tape when needed.
Page 361: Reference: Incremental Backup
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-37 Reference: incremental backup Reference: incremental backup .................................................... Purpose An incremental backup includes new CentreVu CMS historical data since the previous full or incremental backup. Incremental backups may be a more efficient and less time-consuming way to back up your CentreVu CMS data when a full maintenance backup needs more than one tape.
Page 362 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-38 Reference: incremental backup Set up a schedule The next table shows how the tapes that were allocated for full and incremental backups are rotated over a two-week period. Notice that the extra tapes alternate with regular tapes from week to week so the same tapes are not used every time.
Page 363: Reference: Complex Backup
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-39 Reference: complex backup Reference: complex backup .................................................... Purpose You may need a different combination of incremental and full backups to meet the needs of your call center. This is called a complex backup. Use at least two sets of backup tapes when running a complex backup.
Page 364 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-40 Reference: complex backup Set up a schedule The next table shows how the tapes that were allocated for complex backups are rotated over a two-week period. Notice that the extra tapes alternate with regular tapes from week to week so the same tapes are not used every time.
Page 365: Reference: Recovery Kit
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-41 Reference: recovery kit Reference: recovery kit .................................................... Purpose The recovery kit consists of the backup media that the Lucent Services organization needs to restore service to your system when problems occur. How to use the recovery kit Store this kit in a secure location to minimize the time your system is out of service.
Page 366 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-42 Reference: recovery kit – Runtime Enhanced SQL (ESQL) 9.14 – International Language Supplement (ILS) 2.11 • Solaris 4.2 (contained on the Solaris Easy Access Server 2.0 CD) • Solaris patches • CMS Supplemental Services •...
Page 367: Reference: Labeling The Backup Volume
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-43 Reference: labeling the backup volume Reference: labeling the backup volume .................................................... Purpose After a successful backup, the computer automatically labels your backup volumes. In addition: CentreVu CMS provides the backup information in the final •...
Page 368 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-44 Reference: labeling the backup volume How to interpret backup Decode backup information as follows. information Part # Code Meaning System name NNNNNN Year, month and day of the backup, in the form yymmdd Number of backups for this day Type of data backed up: •...
Page 369: Reference: Results Of Daily, Weekly, And Monthly Data Summaries
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-45 Reference: results of daily, weekly, and monthly data summaries Reference: results of daily, weekly, and monthly data summaries .................................................... The results of daily, weekly, and monthly data summaries are written to the maintenance error log. You can use the log to see when the summaries ran and whether or not they were successful.
Page 370 Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-46 Reference: results of daily, weekly, and monthly data summaries...
Page 371: Chapter 12: Task: Learning And Using Solaris
Task: learning and using Solaris CentreVu CMS Administration 12-1 Task: learning and using Solaris Overview .................................................... Purpose In this task you will find the following procedures: • Logging into Solaris • Using Solaris • Viewing a Solaris system file • Changing a user's password ®...
Page 372: Logging Into Solaris
Task: learning and using Solaris CentreVu CMS Administration 12-2 Logging into Solaris Logging into Solaris .................................................... Prerequisites Note the following: Caution: Be careful when accessing the Solaris system and • running Solaris system commands. Damage can result to CentreVu CMS if you use the Solaris system commands incorrectly.
Page 373: Using Solaris
Task: learning and using Solaris CentreVu CMS Administration 12-3 Using Solaris Using Solaris .................................................... Steps To use Solaris: ................................... From CentreVu CMS, highlight the COMMANDS SLK. Note: some commands require a login. See the remainder of this task for specifics. The Commands menu opens.
Page 374: Viewing A Solaris System File
Task: learning and using Solaris CentreVu CMS Administration 12-4 Viewing a Solaris system file Viewing a Solaris system file .................................................... Prerequisites Note that the pg command displays Solaris system file data one terminal screen at a time. Steps To view a system file: ...................................
Page 375: Changing A User's Password
Task: learning and using Solaris CentreVu CMS Administration 12-5 Changing a user’s password Changing a user’s password .................................................... Steps If a user forgets his or her password: ................................... From CentreVu CMS, highlight the COMMANDS SLK. The Commands window opens.................................... Highlight UNIX and press ENTER The screen clears and a prompt displays.
Page 376: Returning To Centrevu Cms
Task: learning and using Solaris CentreVu CMS Administration 12-6 Returning to CentreVu CMS Returning to CentreVu CMS .................................................... Steps ................................... Type and press ENTER. The screen clears and a prompt displays.................................... Again, Type and press ENTER. The screen clears and the CentreVu CMS prompt displays, returning you to your current open window in CentreVu CMS.
Page 377: Administering A Printer
Task: learning and using Solaris CentreVu CMS Administration 12-7 Administering a printer Administering a printer .................................................... Overview Using the CentreVu Supervisor interface, you can administer a printer for each PC. The information that follows does not apply to printers directly connected to the PC or to the PC via the LAN. Prerequisites •...
Page 378 Task: learning and using Solaris CentreVu CMS Administration 12-8 Administering a printer ................................... In the field, type the job number of the print request you want to cancel. S T E P S ................................... Steps To move a print job to a different printer: ...................................
Page 379 Task: learning and using Solaris CentreVu CMS Administration 12-9 Administering a printer ................................... To resume printing queued requests at a disabled printer, type the following command at the prompt: S T E P S ................................... Reference Printers are normally administered during CentreVu CMS installation but you may add printers later.
Page 380: Stopping Or Starting The Scheduler Utility
Task: learning and using Solaris CentreVu CMS Administration 12-10 Stopping or starting the Scheduler utility Stopping or starting the Scheduler utility .................................................... Overview The Scheduler utility stops or starts print jobs scheduled for a printer. Steps To access the Scheduler utility: ...................................
Page 381: Restore Files In Solaris
Task: learning and using Solaris CentreVu CMS Administration 12-11 Restore files in Solaris Restore files in Solaris .................................................... Overview The file systems on the computer can be restored when an accidental loss of data occurs. Steps ................................... To restore the file systems from the Solaris system environment, refer to Hardware, Maintenance, and Troubleshooting 585-210-919.
Page 382 Task: learning and using Solaris CentreVu CMS Administration 12-12 Restore files in Solaris...
Page 383: Chapter 13: Task: Using Timetables And Shortcuts
Task: using timetables and shortcuts CentreVu CMS Administration 13-1 Task: using timetables and shortcuts Overview .................................................... Purpose In this task you will find the following procedures: • Creating and scheduling a timetable • Creating a timetable without scheduling it • Copying a timetable •...
Page 384 Task: using timetables and shortcuts CentreVu CMS Administration 13-2 • Adding tasks to a shortcut • Copying shortcut tasks • Deleting tasks from a shortcut • Changing shortcut tasks Timetable is a software program that enables you to schedule one or more administrative tasks for completion at specified times.
Page 385: Creating And Scheduling A Timetable
Task: using timetables and shortcuts CentreVu CMS Administration 13-3 Creating and scheduling a timetable Creating and scheduling a timetable .................................................... Steps ................................... Select Timetable on the SLK menu. Keep The Timetable window opens.................................... In the Timetable name field, type a name that is unique to your user ID. You cannot change a timetable name after adding the timetable to CentreVu CMS.
Page 386 Task: using timetables and shortcuts CentreVu CMS Administration 13-4 Creating and scheduling a timetable • Daily to run the timetable on the same days every week. (For weekly reports, type next to the one day of the week on which you want the timetable to run.) S T E P S ...................................
Page 387 Task: using timetables and shortcuts CentreVu CMS Administration 13-5 Creating and scheduling a timetable Reference • You can create more than one timetable task from a window. For example, suppose you want historical split/skill summary interval reports for skills 1 through 9, and you also want the same date and times for each report: —...
Page 388: Creating A Timetable Without Scheduling It
Task: using timetables and shortcuts CentreVu CMS Administration 13-6 Creating a timetable without scheduling it Creating a timetable without scheduling it .................................................... Steps ................................... On the SLK menu, select Timetable Keep The Starting Timetable acknowledgment window and the Timetable input window open....................................
Page 389 Task: using timetables and shortcuts CentreVu CMS Administration 13-7 Creating a timetable without scheduling it • Daily to run the timetable on the same days every week. Type next to the days of the week on which you want the timetable to run.
Page 390 Task: using timetables and shortcuts CentreVu CMS Administration 13-8 Creating a timetable without scheduling it ................................... Select the SLK to close the Timetable window. Exit Your previously opened window displays. When you are ready to schedule the timetable, type a time in the Start time field and a date in the Start date field, then select Modify on the action list.
Page 391: Copying A Timetable
Task: using timetables and shortcuts CentreVu CMS Administration 13-9 Copying a timetable Copying a timetable .................................................... Steps To copy a timetable: ................................... Select Timetable on the SLK menu. Keep The Timetable input window opens.................................... In the Timetable field, type the name of the new timetable into which you want to copy the existing timetable.
Page 392 Task: using timetables and shortcuts CentreVu CMS Administration 13-10 Copying a timetable S T E P S ................................... Reference • You can copy timetables from other users. You cannot copy over an existing timetable. • When you copy a timetable, the schedule information and the timetable tasks are copied.
Page 393: Deleting A Timetable
Task: using timetables and shortcuts CentreVu CMS Administration 13-11 Deleting a timetable Deleting a timetable .................................................... Steps To delete a timetable: ................................... On the SLK menu, select Timetable. Keep The Timetable window displays.................................... In the Timetable name field, type the name of the timetable that you want to delete Note: you cannot delete another user’s timetable.
Page 394: Editing A Timetable
Task: using timetables and shortcuts CentreVu CMS Administration 13-12 Editing a timetable Editing a timetable .................................................... Steps To edit a timetable: ................................... Use the Get Contents window.................................... In the Task number(s) field, type the numbers corresponding to the tasks you want to copy, delete, or change, or type the number of the task after which you want to add new tasks.
Page 395: Adding Tasks To A Timetable
Task: using timetables and shortcuts CentreVu CMS Administration 13-13 Adding tasks to a timetable Adding tasks to a timetable .................................................... Overview The Get Contents Add Tasks menu selection enables you to add tasks to a timetable in the same way you added tasks when you first created the timetable.
Page 396 Task: using timetables and shortcuts CentreVu CMS Administration 13-14 Adding tasks to a timetable ................................... To go to the task you want to schedule, use the normal menu selections from the Main Menu Keeping Entries displays on the status line. This is the Keep mode....................................
Page 397 Task: using timetables and shortcuts CentreVu CMS Administration 13-15 Adding tasks to a timetable Reference • Only the owner of the timetable and the call center administrator can add tasks to a timetable. • To add a task to the beginning of a timetable, leave the Task number(s) field blank and add the new task before the first task.
Page 398: Copying Timetable Tasks
Task: using timetables and shortcuts CentreVu CMS Administration 13-16 Copying timetable tasks Copying timetable tasks .................................................... Steps To copy a timetable task: ................................... On the SLK menu, select Timetable. Keep The Timetable window displays.................................... In the Timetable name field, type the name of the timetable to which you want to add tasks.
Page 399 Task: using timetables and shortcuts CentreVu CMS Administration 13-17 Copying timetable tasks ................................... Press to move the cursor to the action list, then select Copy and Return press again. Return If the action completes successfully, “Successful” displays in the status line.
Page 400: Deleting Tasks From A Timetable
Task: using timetables and shortcuts CentreVu CMS Administration 13-18 Deleting tasks from a timetable Deleting tasks from a timetable .................................................... Steps To delete a task from a timetable: ................................... On the SLK menu, select Timetable. Keep The Timetable window opens....................................
Page 401 Task: using timetables and shortcuts CentreVu CMS Administration 13-19 Deleting tasks from a timetable ................................... Select the SLK. Exit The Timetable window opens. S T E P S ................................... Reference Only the owner of the timetable and the call center administrator can delete tasks from a timetable.
Page 402: Editing A Timetable Globally
Task: using timetables and shortcuts CentreVu CMS Administration 13-20 Editing a timetable globally Editing a timetable globally .................................................... Overview The Global Edit menu selection enables you to replace all occurrences of a given input value in a task with a new value. For example, you may have reports scheduled to run in a timetable using data from yesterday and you want to use data from three days ago instead.
Page 403 Task: using timetables and shortcuts CentreVu CMS Administration 13-21 Editing a timetable globally ................................... Type the new value, list, or range of values to replace the values in the selected field type.................................... On the action list, select Confirm. A secondary window similar to this opens. This window lists tasks that you changed.
Page 404 Task: using timetables and shortcuts CentreVu CMS Administration 13-22 Editing a timetable globally ................................... Do the following Then You want to make Select Modify. the changes you The change is made in all the tasks that match the specified. input field type you specified and the old values in the fields are replaced by the new values you typed.
Page 405: Changing Timetable Tasks
Task: using timetables and shortcuts CentreVu CMS Administration 13-23 Changing timetable tasks Changing timetable tasks .................................................... Steps To change a timetable task: ................................... On the SLK menu, select Timetable. Keep The Timetable window opens.................................... In the Timetable name field, type the name of the timetable in which you want to change tasks.
Page 406 Task: using timetables and shortcuts CentreVu CMS Administration 13-24 Changing timetable tasks ................................... Repeat Steps 5 and 6 until you have changed all the tasks. After you have changed the last task, a prompt asks if you want to save your changes.
Page 407: Listing All The Timetables In Your Database
Task: using timetables and shortcuts CentreVu CMS Administration 13-25 Listing all the timetables in your database Listing all the timetables in your database .................................................... Steps To list all the timetables in your database: ................................... On the Timetable List all window, press to clear all fields.
Page 408: Using Timetables With The System Clock
Task: using timetables and shortcuts CentreVu CMS Administration 13-26 Using timetables with the system clock Using timetables with the system clock .................................................... Overview If you change the switch clock or the Solaris system clock to a date and time in advance of the current date and time, any timetables scheduled to run between the current time and the new clock time start running immediately.
Page 409 Task: using timetables and shortcuts CentreVu CMS Administration 13-27 Using timetables with the system clock ................................... Type . The following displays: Result: ................................... To turn CentreVu CMS off, type .................................... To turn CentreVu CMS back on, type at the prompt, and then type at the prompt.
Page 410: Creating A Shortcut
Task: using timetables and shortcuts CentreVu CMS Administration 13-28 Creating a shortcut Creating a shortcut .................................................... Steps To create a shortcut: ................................... On the SLK menu, select Shortcut. Keep The Shortcut window opens.................................... In the Shortcut name field, type a unique name and press the down arrow to go to the next field.
Page 411 Task: using timetables and shortcuts CentreVu CMS Administration 13-29 Creating a shortcut ................................... Repeat the window and action list selections for each task that you want to view with this shortcut.................................... Select the SLK and select Stop on the menu when you have Keep finished adding tasks to this shortcut.
Page 412: Running A Shortcut
Task: using timetables and shortcuts CentreVu CMS Administration 13-30 Running a shortcut Running a shortcut .................................................... Steps ................................... On the MainMenu, type the shortcut name after the semicolon ( ) The shortcut starts running and the keyboard locks until the shortcut finishes.
Page 413: Copying A Shortcut
Task: using timetables and shortcuts CentreVu CMS Administration 13-31 Copying a shortcut Copying a shortcut .................................................... Steps To copy a shortcut: ................................... On the SLK menu, select Shortcut. Keep The Shortcut window opens.................................... In the Shortcut name field, type a new name for the shortcut to which you want to copy.
Page 414 Task: using timetables and shortcuts CentreVu CMS Administration 13-32 Copying a shortcut ................................... Press to close the Shortcut window and return to your previously Exit opened windows. Your previously opened windows displays. S T E P S ................................... Reference • You can copy a shortcut only for yourself and not for another user.
Page 415: Deleting A Shortcut
Task: using timetables and shortcuts CentreVu CMS Administration 13-33 Deleting a shortcut Deleting a shortcut .................................................... Steps To delete a shortcut: ................................... On the SLK menu, select Shortcut. Keep The Shortcut window opens.................................... In the Shortcut name field, type the name of the shortcut that you want to delete.
Page 416: Editing A Shortcut
Task: using timetables and shortcuts CentreVu CMS Administration 13-34 Editing a shortcut Editing a shortcut .................................................... Steps To edit a shortcut: ................................... Use the Shortcut Get Contents window to edit a shortcut.................................... In the Task(s) field, type the numbers corresponding to the tasks that you want to copy, delete, or change, or type the number of the task after which you want to add new tasks.
Page 417: Adding Tasks To A Shortcut
Task: using timetables and shortcuts CentreVu CMS Administration 13-35 Adding tasks to a shortcut Adding tasks to a shortcut .................................................... Steps To add tasks to a shortcut: ................................... On the SLK menu, select Shortcut. Keep The Shortcut window opens.................................... In the Shortcut name field, type the name of the shortcut to which you want to add a task.
Page 418 Task: using timetables and shortcuts CentreVu CMS Administration 13-36 Adding tasks to a shortcut ................................... Repeat the preceding steps to add as many tasks as you need, then select SLK and select Stop when you are finished adding tasks. Keep An acknowledgment window asks if you want to save your changes.
Page 419: Copying Shortcut Tasks
Task: using timetables and shortcuts CentreVu CMS Administration 13-37 Copying shortcut tasks Copying shortcut tasks .................................................... Steps To copy a shortcut task: ................................... On the SLK menu, select Shortcut. Keep The Shortcut window opens.................................... In the Shortcut name field, type the shortcut name into which you want to copy a task.
Page 420 Task: using timetables and shortcuts CentreVu CMS Administration 13-38 Copying shortcut tasks Choosing the Add following task field causes the copies to be placed after a specified task in the shortcut. Choosing Add each task after the task from which it was copied causes each copy to display directly after the task of which it is a copy.
Page 421: Deleting Tasks From A Shortcut
Task: using timetables and shortcuts CentreVu CMS Administration 13-39 Deleting tasks from a shortcut Deleting tasks from a shortcut .................................................... Steps To delete a task from a shortcut: ................................... On the SLK menu, select Shortcut. Keep The Shortcut window opens....................................
Page 422: Changing Shortcut Tasks
Task: using timetables and shortcuts CentreVu CMS Administration 13-40 Changing shortcut tasks Changing shortcut tasks .................................................... Steps To change a shortcut task: ................................... On the SLK menu, select Shortcut. Keep The Shortcut window opens.................................... In the Shortcut name field, type the name of the shortcut that has tasks you want to change.
Page 423 Task: using timetables and shortcuts CentreVu CMS Administration 13-41 Changing shortcut tasks ................................... Repeat Steps 6 and 7 until you have changed all tasks. After you have changed the last task, a prompt asks if you want to save your changes....................................
Page 424: Task Reference
Task: using timetables and shortcuts CentreVu CMS Administration 13-42 Task Reference Task Reference .................................................... Timetables • You cannot select the terminal as a destination for report output on a timetable. • Timetables run in the background, not on your terminal. (Outputs are usually print requests or Solaris system files).
Page 425 Task: using timetables and shortcuts CentreVu CMS Administration 13-43 Task Reference • Tasks associated with different ACDs can be on the same timetable. • To run identical tasks on more than one ACD, you must either create separate timetables for each ACD or separate tasks on the same timetable.
Page 426 Task: using timetables and shortcuts CentreVu CMS Administration 13-44 Task Reference • A timetable print job is automatically sent to your default printer unless a printer name is specified on the task. If your default printer is changed, CentreVu CMS automatically sends your timetables to your new default printer.
Page 427 Task: using timetables and shortcuts CentreVu CMS Administration 13-45 Task Reference Shortcuts • Each user can create up to 10 shortcuts. • Once a shortcut is started, it cannot be stopped. • You can copy shortcuts from other users. • When creating a shortcut, a user cannot exceed the maximum window count assigned to that user.
Page 428 Task: using timetables and shortcuts CentreVu CMS Administration 13-46 Task Reference Shortcuts and permissions If you delete a CentreVu CMS user ID and that user has • shortcuts, all shortcuts belonging to that user are deleted. • If you change a user's access permissions, it could affect that user's shortcuts.
Page 429: Glossary
Glossary CentreVu CMS Administration GL-1 Glossary .................................................... abandoned call A call on which a caller hangs up before an agent answers. abandoned call search An ACD capability that enables the system to verify that the caller is still on the line before passing the call to an agent.
Page 430 Glossary CentreVu CMS Administration GL-2 acknowledgment A window that requires you to confirm an action or acknowledge a system message. You cannot move, size, or scroll this window and it closes only when you confirm the action or acknowledge the message. active VDN calls A Call Vectoring feature on G3V4 or later switches that provides conditional branching (to a different step in the same vector or to a different vector), based on...
Page 431 Glossary CentreVu CMS Administration GL-3 agent position (non-EAS) The combination of agent login ID and split the agent logged into. Agents logged into multiple splits are associated with multiple positions. Call data is collected separately for each agent/split combination. agent role A description of the kind of service an agent in multiple skills gives for 1 of these skills.
Page 432 Glossary CentreVu CMS Administration GL-4 See average speed of answer. ASAI See Adjunct/Switch Applications Interface. auto-available split An ACD capability that enables VRUs such as the CONVERSANT® Voice Information System to be brought online again immediately after a power failure or system restart, without time-consuming reprogramming.
Page 433 Glossary CentreVu CMS Administration GL-5 available (AVAIL) An agent work mode in which the extension can accept an ACD call. The agent enters this state by selecting the AI or MI work mode. average agent service time The average time you are expecting or targeting each agent to spend on an ACD call, including talk time and ACW time.
Page 434 Glossary CentreVu CMS Administration GL-6 Call Prompting A switch feature that routes incoming calls based on information supplied by the caller, such as an account number. The caller hears an announcement and is prompted to select an option from those listed in the announcement. Call Vectoring A switch feature that provides a highly flexible method for processing ACD calls using VDNs and vectors as processing points between trunk groups and splits.
Page 435 Glossary CentreVu CMS Administration GL-7 copy group or profile A CentreVu CMS operation that creates a new group or profile from an existing one. current A CentreVu CMS operation that displays data from the current interval. current interval The current intrahour interval, which can be 15, 30, or 60 minutes. The current interval is part of the real-time database.
Page 436 Glossary CentreVu CMS Administration GL-8 database A group of files that store ACD data according to a specific time period. This can be current and previous intrahour real-time data or intrahour, daily, weekly, and monthly historical data. database item A name for a specific type of data stored in one of the CentreVu CMS databases. A database item can store ACD identifiers such as split numbers or names, login IDs, and VDNs or statistical data on ACD performance such as number of ACD calls, wait time for calls in queue, current states of individual agents, etc.
Page 437 Glossary CentreVu CMS Administration GL-9 direct agent ACW (DACW) An agent state in which the agent is in the after call work state for a direct agent ACD call. direct agent calling An EAS capability that allows a caller to reach the same agent every time and allows the call center to include the call as an ACD call in management tracking.
Page 438 Glossary CentreVu CMS Administration GL-10 expected wait time (EWT) An estimate of how long a caller will have to wait to be served by a call center while in queue. EWT is based on current and past traffic, handling time, and staffing conditions.
Page 439 Glossary CentreVu CMS Administration GL-11 Forced Multiple Call Handling (FMCH) A feature available with G3V4 or later switches. When activated for a split/skill, FMCH allows calls to be automatically delivered to an idle line appearance if the agent is in the AI/MI work mode and if an unrestricted line appearance is available on the voice terminal.
Page 440 Glossary CentreVu CMS Administration GL-12 INFORMIX SQL An interactive interface typically used to view the INFORMIX database. Integrated Services Digital Network (ISDN) A digital standard for telephony that enables telephone, television, and computer signals on the same lines. interval ASA The average time a call waits in queue before connecting to an agent, calculated on reporting interval boundaries and used for pre-R3V4 CentreVu CMS reporting.
Page 441 Glossary CentreVu CMS Administration GL-13 LOGOFF An agent trace work mode in which an agent is logged out and not available to take ACD calls. LOGON An agent trace work mode in which an agent is logged in and available to take ACD calls.
Page 442 Glossary CentreVu CMS Administration GL-14 message windows Temporary windows used for displaying information such as syntactical field errors. Message windows cannot be moved, sized, or scrolled and are not included in the user window count. Message windows are automatically removed when you correct the error or move to the next field.
Page 443 Glossary CentreVu CMS Administration GL-15 .................................................... name (synonym) fields A field in which you can input a name (synonym) that you have entered in the Dictionary. For example, you can input names of agents, splits/skills, agent groups, trunk groups, vectors, or VDNs. night service A switch capability that enables calls that come in after business hours or on weekends to be automatically rerouted to a split, an announcement, or an alternate...
Page 444 Glossary CentreVu CMS Administration GL-16 previous interval A 1–intrahour interval that is part of the real-time database. At the end of each intrahour interval, the contents of the current intrahour interval are copied to the previous intrahour interval portion of the real-time database. primary skill A skill assigned to an agent as that agent's strongest skill.
Page 445 Glossary CentreVu CMS Administration GL-17 Redirect On No Answer An ACD capability that assists the user if a call is not answered in a specified number of rings. The terminal extension, including ports with VRUs, is busied out and the call goes back into the queue at top priority. refresh rate The number of seconds CentreVu CMS should wait for each update of the real-time report data.
Page 446 Glossary CentreVu CMS Administration GL-18 Service Observing–Remote A feature that allows a user to dial into the switch and monitor a call. Service Observing–VDNs A feature available with G3V4 or later that gives a user the ability to monitor the treatment a call receives as it is processed by a VDN.
Page 447 Glossary CentreVu CMS Administration GL-19 trunk A telephone circuit that carries calls between 2 switches, between a central office and a switch, or between a central office and a telephone. trunk group A group of trunks that are assigned the same dialing digits: either a phone number or a direct inward dialed (DID) prefix.
Page 448 Glossary CentreVu CMS Administration GL-20 VDN skill preference A prioritized list of agent skills administered for a VDN that are needed or preferred for the answering agent. VDN skill preferences require a call to be routed to an ACD agent with a particular attribute or set of attributes. vector A list of steps that process calls according to a user definition.
Page 449 Index CentreVu CMS Administration IN-1 Index Numerics Agent Administration selector ANI/SID window 2-4, see automatic number Agent Exception Administration identification/station number 3B2 computer window identification 8-36 migrating data from 10-33 agent exceptions announcement synonyms administering adding 3-21 report 8-30 changing 3-21 Agent Exceptions input window viewing...
Page 450 Index CentreVu CMS Administration IN-2 backup, (continued) Call Vectoring, (continued) CONN 3-57 recovery kit 11-41 needed for Connect menu 1-3, status of, in maintenance error not needed for to log into server call work code connection status 11-33 to save data 11-35 definition of application layer...
Page 451 Index CentreVu CMS Administration IN-3 default toolbar buttons exceptions notification, help system (continued) DEFINITY ECS with EAS 6-3, for specified trunk groups 9-21 Help Topics window 6-9, 6-13 Exceptions selector window 2-4, Helpline 1-21 2-6, how to reach 1-22 DEFINITY ECS without EAS devices exiting and restarting a report historical database...
Page 452 Index CentreVu CMS Administration IN-4 login ID names, (continued) migrating CentreVu CMS data printers, (continued) viewing 3-40 10-33 assigning names to 11-23 Login Identifications input window Move Extensions Between Splits assigning options to 11-23 window 6-19 identifying for your system 1-20 3-41 login IDs...
Page 453 Index CentreVu CMS Administration IN-5 Reports selector window 2-4, service level split/skill access permissions 2-6, 3-65, increment 7-9, 7-19, 7-21 assigning 9-17 Reports tab 2-10 setting storage intervals 10-36 changing 9-17 setting up a report page deleting 9-17 reports window 2-10 RESERVE 3-20...
Page 454 Index CentreVu CMS Administration IN-6 switch setup data trunk group access permissions VDN Access window 9-25 viewing 10-42 assigning 9-20 VDN Assignments input window switch setup values 10-42 changing 9-20 7-17 deleting 9-20 VDN call profile Switch Setup window 10-43 switches 1-14 viewing...
Page 455: Index
Index CentreVu CMS Administration IN-7 vector names adding 3-63 changing 3-63 deleting 3-63 viewing 3-63 Vectors input window (Dictionary) 3-63 work modes default names for 3-17...
Page 456 Index CentreVu CMS Administration IN-8...