Task Reference: General - Lucent Technologies CentreVu CMS Administration User Manual

Task: startup and exit

Task reference: general

Task reference: general
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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. (In this information product,
the ECS is called the "switch.") CentreVu CMS collects call-traffic
data, formats management reports, and provides an administrative
interface to the ACD feature on the switch.
The CentreVu CMS administrator accesses the CentreVu CMS
database, generates reports, administers ACD parameters, and monitors
call activities to determine the most efficient service for the calling
customers.
Solaris
CentreVu CMS interfaces with the Solaris operating system and uses
several Solaris system utilities to communicate with terminals and
printers, to log errors, and to execute processes. CentreVu CMS works
with the INFORMIX database management system, which provides an
interface to the CentreVu CMS historical database.
ACD administration
CentreVu CMS provides an administrative interface to the switch.
From the ACD interface, you can view or change various ACD-, Call
Vectoring-, and Expert Agent Selection (EAS)-related parameters on
the switch, and you can run reports that describe your call center
configuration.
For example, you can add agents to or remove agents from splits or
skills; move extensions between splits; change skill assignments;
change trunk group-to-split, trunk group-to-VDN, or VDN-to-vector
assignments; start an agent trace and list the agents being traced; and
create, copy, and edit call vectors. See "Task: administering call center
agents" and "Task: administering your call center" for more
information.
Call Vectoring
The CentreVu CMS Call Vectoring feature enables you to create, copy,
and edit call vectors on the ECS and G3 switches. Call vectors are user-
defined, call-processing programs. Call vectors direct calls to specified
CentreVu CMS Administration
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