Viewing, Adding, Or Deleting Call Work Codes - Lucent Technologies CentreVu CMS Administration User Manual

Task: administering your call center

Viewing, adding, or deleting call work codes

Viewing, adding, or deleting call work codes
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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. It is recommended that you use a fixed number of
digits for all call work codes. A fixed number of digits makes it
easier to add, delete, and search for call work codes.
• Call work code 0 is always assigned and is used to collect
information on unassigned call work codes. You cannot delete call
work code 0. If an agent enters an unassigned call work code, it
shows up as code 0 on the call work code report. If you assign an
invalid call work code exception, the agent exceptions historical
report shows agents who entered invalid (unassigned) call work
codes.
• You assign call work codes to a specific ACD. The number of call
work codes you can assign depends on your data storage
allocation for the ACD. See "Allocating storage space" in "Task:
viewing and changing system setup values" for more information.
• For standard call work code reports, you must assign the codes on
the Call Work Codes window. For call records to collect call work
code data, you do not have to use this window to assign the codes.
Steps
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1
From the controller window, select Commands | Call Center
Administration or select Call Center Administration on the toolbar.
The Call Center Administration selector window opens.
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2
Select Operations | Call Work Codes.
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