Table Of Contents - Lucent Technologies CentreVu CMS Administration User Manual

Contents
Contents
About this information product . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 1: Task: startup and exit
Starting CentreVu Supervisor on Windows 98 or NT. . . . . . . . . . .
Logging into CentreVu CMS . . . . . . . . . . . . . . . . . . . .
Adding new servers . . . . . . . . . . . . . . . . . . . . . . .
Choosing or changing your password . . . . . . . . . . . . . . . .
Closing CentreVu Supervisor windows . . . . . . . . . . . . . . . .
Logging out of CentreVu CMS . . . . . . . . . . . . . . . . . . .
Exiting CentreVu Supervisor . . . . . . . . . . . . . . . . . . . .
Task reference: general . . . . . . . . . . . . . . . . . . . . . .
Task reference: CentreVu CMS specifications . . . . . . . . . . . . .
Task reference: switches . . . . . . . . . . . . . . . . . . . . .
Task reference: terminals . . . . . . . . . . . . . . . . . . . . .
Task reference: printers . . . . . . . . . . . . . . . . . . . . . .
Task reference: CentreVu CMS support services . . . . . . . . . . . .
Task reference: using the Helpline . . . . . . . . . . . . . . . . . .
Task reference: CentreVu CMS training classes . . . . . . . . . . . .
Chapter 2: Navigating CentreVu® Supervisor
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
Using the selector windows . . . . . . . . . . . . . . . . . . . .
Using the input windows
Using the browse buttons . . . . . . . . . . . . . . . . . . . . .
Using the history list . . . . . . . . . . . . . . . . . . . . . . .
Task reference . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 3: Task: naming your call center entities in the Dictionary
Adding, deleting, or changing ACDs . . . . . . . . . . . . . . . . .
Creating or copying agent groups . . . . . . . . . . . . . . . . . .
Viewing, listing, adding, or deleting agents in an agent group . . . . . . .
Changing agent string values
Viewing, adding, or changing announcement synonyms . . . . . . . . .
Viewing, adding, deleting, or changing AUX reason code names . . . . . .
Viewing, adding, or creating calculations . . . . . . . . . . . . . . .
Viewing, adding, deleting, or changing call work codes. . . . . . . . . .
Adding constants to the database . . . . . . . . . . . . . . . . . .
Defining your own database items . . . . . . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . .
CentreVu CMS Administration
. . . . .
iii
vii
1-2
1-3
1-7
1-9
1-10
1-11
1-12
1-13
1-16
1-18
1-19
1-20
1-21
1-22
1-23
2-2
2-4
2-9
2-10
2-12
2-16
2-19
2-20
3-6
3-8
3-11
3-16
3-21
3-23
3-26
3-29
3-31
3-33