Page 1 CentreVu ® Explorer II Version 1.0 ® Installation for Windows NT 585-218-201 Comcode 108456609 Issue 1.0 June 1999...
Page 2 European Union (EU) Directives carrier telecommunication services or facilities accessed and Harmonized Standards listed below: through or connected to it. Lucent Technologies will not be EMC Directive 89/336/EEC responsible for any charges that result from such unauthorized Low Voltage Directive 73/23/EEC use.
Page 3: Table Of Contents
CentreVu Explorer II Version 1.0 Installation for Windows NT Table of Contents CentreVu Introduction ..........1-1 Explorer II What is CentreVu®...
Page 4 CentreVu Explorer II Version 1.0 Installation for Windows NT Loading CentreVu Explorer II Software ....... 2-4 Installing SQL Server 7.0 .
Page 5 CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting and Maintenance Routines......5-13 Expanding the Database.
Page 6 CentreVu Explorer II Version 1.0 Installation for Windows NT...
Page 7: Introduction
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction What is CentreVu® Explorer II? CentreVu CentreVu Explorer II Explorer Introduction What is CentreVu® Explorer II? ® CentreVu Explorer II transforms DEFINITY Enterprise Communications Server (ECS) Call Center information into powerful knowledge for call centers’ business needs.
Page 8: Purpose
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction What is CentreVu® Explorer II? In addition to the CentreVu Explorer 1.0, 1.1 and 1.2 functionality, CentreVu Explorer II provides: More deployment options More flexible queries More results presentation alternatives More flexibility to export data Support for multiple CMSs.
Page 9: Background
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction What is CentreVu® Explorer II? Background When CentreVu Explorer 1.0 was released in 1997, it quickly revolutionized the way call center managers thought about call center data. Call switch data—not previously considered “information”...
Page 10: New Features
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction What is CentreVu® Explorer II? New Features CentreVu Explorer II retains all of the features in the previous versions of CentreVu Explorer (1.0, 1.1, and 1.2) which includes access to CentreVu Call Management System’s External Call History (ECH) elements in a logical, easy-to-analyze format.
Page 11: Audience
Explorer II solution. System Overview CentreVu Explorer II collects data from a Lucent Technologies call center environment. Data is delivered to an external Windows NT® server through a local area network (LAN) connection to the CentreVu Call Management System (CMS).
Page 12: Network Diagram
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction What is CentreVu® Explorer II? Network Diagram The following is a list of the network requirements: ECS/switch CentreVu CMS CentreVu Explorer II server Local area network CentreVu Explorer II client workstation.
Page 13 CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction What is CentreVu® Explorer II? The following diagram indicates a typical network configuration utilizing CentreVu Explorer II. CentreVu Explorer II Network Diagram External Call History Software (granular call data based on CMS reports) DEFINITY PBX Client running...
Page 14: Installation Checklist
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Installation Checklist Installation Checklist This section includes a high-level overview of the following information: Pre-installation Installation Important Information. Pre-installation Prior to beginning your installation, you must make sure that your computer meets the minimum system requirements.
Page 15: Installation
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Installation Checklist 5. The application uses the Java plug-in for the non-standard browsers. The Java plug-in allows older browsers to use the Custom Query Builder feature. For more details, see Chapter 5, “Custom Query Builder,” in the CentreVu® Explorer II Version 1.0 User Guide (585-218-200).
Page 16: Installation Dependencies
CentreVu CMS. See setup information in the CentreVu Call Management System Release 3 Version 8 External Call History Interface (585-210-912) document. Contact your Lucent Technologies representative or distributor for details. External Call History Interface (ECHI) Overview The External Call History Interface is an optional CentreVu CMS feature, which allows for the transfer of CentreVu CMS Release 3 Version 8 call record files (call history data files) to another computer for processing.
Page 17: Customer Responsibilities
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Installation Dependencies 1-11 Customer Responsibilities Who Is Responsible for CentreVu Explorer II Server (CES)? It is the owner of the CentreVu Explorer II server’s responsibility to maintain the server. This maintenance includes making regular database backups, performing SQL Server database administration, and verifying processing of External Call History (ECH) data.
Page 18: Server Requirements And Recommendations
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Installation Dependencies 1-12 Server Requirements and Recommendations CentreVu Explorer II employs industry standard components to deliver access to the ECS switch’s CentreVu CMS Call History data. The final system configurations may vary in individual call centers.
Page 19: Performance Requirements
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Installation Dependencies 1-13 Performance Requirements Call centers of all sizes benefit from CentreVu Explorer II. Call centers taking 100,000 or more ACD calls per day quickly accumulate large volumes of data. Smaller call centers taking less than 10,000 ACD calls per day also accumulate large volumes of data over a period of months.
Page 20: Hard Disk Drives
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Installation Dependencies 1-14 Hard Disk Drives The amount and type of local disk storage directly impacts CentreVu Explorer II’s ability to store and retrieve information. A direct correlation exists between local disk capacity and the total number of call records that can be stored.
Page 21: Remote Access
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Installation Dependencies 1-15 Remote Access The CentreVu Explorer II server requires a 28.8 (or greater) high-speed modem and also requires that the pcAnywhere software be installed. Remote access is necessary for system diagnosis, maintenance, and software updates.
Page 22: Disk Storage Requirements
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Installation Dependencies 1-16 Disk Storage Requirements The required amount of disk space is a function of the average daily call volume, the average number of call segments per call, and the desired retention period. The table below gives some example sizing information.
Page 23: Optional Recommendations
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Installation Dependencies 1-17 Segments —All CentreVu Explorer II information is collected on the database server in the form of call data that is divided by call segments. A segment is defined by the ECS/switch as a logical grouping of call information.
Page 24 CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Installation Dependencies 1-18 Digital tape backup—A tape backup is desirable as an archiving mechanism to minimize the requirement for on-line storage and protect valuable Call Center historical information. Client 17” SVGA Monitor (or Better)—This is highly recommended due to the amount of information available within a CentreVu Explorer II query.
Page 25: Network Connectivity
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Installation Dependencies 1-19 Network Connectivity The Appendix in this guide provides additional network connectivity assistance in connecting CentreVu Explorer II to your local area network (LAN) or wide area network (WAN). In particular, these instructions pertain to the administration of the †...
Page 26: Client Requirements And Recommendations
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Installation Dependencies 1-20 Client Requirements and Recommendations The client workstation must be able to run a supported web browser. CentreVu Explorer II has been tested with Microsoft Internet Explorer 3.01 and also with Netscape Navigator 3.x (minimum).
Page 27: Installation Information Chart
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Installation Information Chart 1-21 Installation Information Chart This information applies to installations. Please complete the following table and keep for your records when installing or upgrading. Table 2: Checklist What you need Definition Write It Down Here LAN Card...
Page 28: Centrevu Explorer Ii Installation Preparation
Your network connectivity must be verified with the CentreVu CMS using telnet or FTP. The following checklists are designed to assist Lucent Technologies technical support personnel in the installation of your CentreVu Explorer II server. Please fill in the table below, and to specify additional information or descriptions where requested.
Page 29 CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction CentreVu Explorer II Installation Preparation 1-23 Please fill in the table below and specify additional information or descriptions where requested. Disk Details Disk Type EIDE SCSI (Ultra SCSI Recommended) Disk Controller EIDE Controller Type SCSI Controller...
Page 30: Setting Up The Centrevu Explorer Ii Server
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction CentreVu Explorer II Installation Preparation 1-24 Setting Up the CentreVu Explorer II Server Verify that the CentreVu CMS can ping the CentreVu Explorer II server. This test establishes the IP connectivity required for the CentreVu CMS to transfer external call history data to the CentreVu Explorer II server.
Page 31: Setting Up Centrevu Explorer Ii Client
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction CentreVu Explorer II Installation Preparation 1-25 Setting Up CentreVu Explorer II Client If you plan to access the CentreVu Explorer II server from a client workstation, verify that you can reach the CentreVu Explorer II server by pinging it from a workstation.
Page 32: Setting Up Centrevu Cms
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction CentreVu Explorer II Installation Preparation 1-26 Setting Up CentreVu CMS Lucent Technologies’ NetCare Professional Services require the following information for each CentreVu CMS: Internet Protocol (IP) addresses Login/password information Modem numbers.
Page 33: Centrevu Cms Login And Password
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction CentreVu Explorer II Installation Preparation 1-27 CentreVu CMS Login and Password Use the following table to record CentreVu CMS login and password information: CentreVu CMS Login and Password Information Which CMS? Enter your Login here...
Page 34: Centrevu Cms Modem Address
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction CentreVu Explorer II Installation Preparation 1-28 CentreVu CMS Modem Address Use the following table to record CentreVu CMS modem addresses: CentreVu CMS Modem Addresses Which CentreVu CMS? Enter your information here... CMS1 ____________________ CMS2...
Page 35: Provisioning And Activation Of Echi
CentreVu Explorer II server software. Activation of ECHI requires a shutdown and restart of the CentreVu CMS. Care should be taken to schedule this appropriately. Lucent Technologies Professional Services require the following information: Has External Call History Interface been installed on CMS? CentreVu CMS1...
Page 36: Obtaining A Centrevu Explorer Ii License
CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Obtaining a CentreVu Explorer II License 1-30 Obtaining a CentreVu Explorer II License CentreVu Explorer II will not run without a valid license. A license must be generated for each CMS that is attached to the CentreVu Explorer II server and each CMS can have up to eight ACDs.
Page 37 Machine Name: IP Address (for CentreVu Explorer II): Number of ACDs (for CenterVu Explorer II): Customer IL #: Order #: Lucent Technologies Contact Information Account Team Representative: Representative E-mail: Phone #: Product Agreement Signature indicates the customer has agreed and accepted the Software Terms and Conditions as outlined in the License Agreement.
Page 38 CentreVu Explorer II Version 1.0 Installation for Windows NT Introduction Obtaining a CentreVu Explorer II License 1-32...
Page 39: Installing And Uninstalling The Software
CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Overview CentreVu CentreVu Explorer II Explorer Installing and Uninstalling the Software Overview The purpose of this chapter is to provide the procedures for installing and uninstalling the CentreVu® Explorer II software and other software components. The following list provides a high-level view of the installation process: Checking the installation for the necessary Operating System Software (Windows NT®)
Page 40: Installation Prerequisites
CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Installation Prerequisites Installation Prerequisites The following list represents the complete set of software that is required to build a functioning CentreVu Explorer II server from a server grade PC. It is assumed that the PC has sufficient hardware components (for example, disk, memory, and CPU).
Page 41: Installing Centrevu Explorer Ii Server Software
CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer II Server Software Installing CentreVu Explorer II Server Software The primary tasks in CentreVu Explorer II server installation are as follows: Loading CentreVu Explorer II software Installing CentreVu Explorer II software Creating the license Creating the database...
Page 42: Loading Centrevu Explorer Ii Software
CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Loading CentreVu Explorer II Software Loading CentreVu Explorer II Software Prior to loading the CentreVu Explorer II application software, make sure you load all of the required software as described in the “System Software Configuration” section in Chapter 1, “Introduction,”...
Page 43: Installing Centrevu Explorer Ii Software
CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer II Software Installing CentreVu Explorer II Software To install the CentreVu Explorer II software from the CD-ROM, do the following: 1. Log into the Windows NT server as Administrator. 2.
Page 44 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer II Software The readme information displays as follows: 4. Press the Next button to continue.
Page 45 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer II Software The Select Destination Directory window displays: 5. Select the location of the backup directory: Accept the recommended default path (The installation default directory is C:\JavaWebServer1.1.
Page 46 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer II Software The Backup Replaced Files window displays: 7. You can choose to create or not to create a backup replacement file: If you want to create backup files, select the Yes radio button. If you do not want to create a replacement file, select the No radio button.
Page 47 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer II Software The Select Backup Directory window displays: 9. Select the location of the backup directory: Accept the recommended default path, or Use the Browse button to select the path of the backup directory. 10.
Page 48 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer II Software 2-10 The Step One Completed window displays: 11. Press the Next button to continue.
Page 49 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer II Software 2-11 The Installation Wizard initiates copying the files to the directory you specified. The following status window appears: After all of the files are copied, the installation continues to create the database.
Page 50: Creating The Centrevu Explorer Ii Database
CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer II Software 2-12 Creating the CentreVu Explorer II Database To create the database, the Installation Wizard finishes copying the files and then automatically displays the Create Database window: 1.
Page 51 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer II Software 2-13 3. Enter the Database Size from the drop-down list (with selections beginning at 500MB). Select the size that best suits your business needs. (For more information about the database size, see the “Disk Storage Requirements”...
Page 52 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer II Software 2-14 6. When all of the fields are populated, press OK and the exp2 database is created. The following message displays the status of the creation of the database:...
Page 53 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer II Software 2-15 After the database is created, the License Information window displays: 7. Enter the Company/Location Name. This is your company name and location. 8.
Page 54 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer II Software 2-16 One of two windows display: If you did not supply all the requested information, a message window prompts you to enter the license information: Press Yes to return to the Input/Update License Information screen and Complete the licensing process (see steps 7-10 on the previous page).
Page 55: Populating The Data
Populating the Data 2-17 Populating the Data CentreVu Explorer II accepts data from multiple CMSs (a maximum of eight CMSs). The CMSs must be uniquely identified in the database and by the license key. Contact your Lucent Technologies representative for details.
Page 56: Launching Centrevu Explorer Ii
CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Launching CentreVu Explorer II 2-18 Launching CentreVu Explorer II After installing the appropriate browser, you can launch the CentreVu Explorer II application: 1. Click on the internet browser icon on your desktop. After clicking the internet browser icon, your predefined “home page”...
Page 57: Pcanywhere® Security Considerations
CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software pcAnywhere® Security Considerations 2-19 pcAnywhere ® Security Considerations See the pcAnywhere documentation that is shipped with your software for complete installation instructions. Before installing and using pcAnywhere to use with CentreVu Explorer II software, you should be aware of the security considerations.
Page 58 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software pcAnywhere® Security Considerations 2-20 8. Blank the host screen after a connection to prevent users at the host site from viewing the activities on the host (Recommended). 9.
Page 59: Uninstalling The Centrevu Explorer Ii Software
CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer II Software 2-21 Uninstalling the CentreVu Explorer II Software You can uninstall CentreVu Explorer II software when it is no longer needed. This section describes the complete uninstall procedures for: Uninstalling CentreVu Explorer II software Removing the Database.
Page 60: Uninstalling Centrevu Explorer Ii Software
CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer II Software 2-22 Uninstalling CentreVu Explorer II Software The CentreVu Explorer II application is removed the same way as any other Windows application. 1.
Page 61 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer II Software 2-23 3. Select the CentreVu Explorer II option. 4. Press the Add/Remove button. 5. Press the OK button.
Page 62 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer II Software 2-24 The Uninstall Wizard displays the Select Uninstall Method window and guides you through uninstalling CentreVu Explorer II: 6. Choose the Automatic (default) radio button to automatically uninstall the software.
Page 63 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer II Software 2-25 The Perform Uninstall screen displays: 8. Press the Finish button to start the uninstall processes.
Page 64 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer II Software 2-26 The Wizard begins the Uninstall process: The process continues until all of the associated software is removed from the Windows NT Server.
Page 65 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer II Software 2-27 The Add/Remove Programs Properties window displays after the CentreVu Explorer II is successfully uninstalled. You will notice that “CentreVu Explorer II” is no longer on the list of available programs.
Page 66: Removing The Database
CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer II Software 2-28 Removing the Database You can remove or “delete” a database when it is no longer needed, such as when you uninstall CentreVu Explorer II.
Page 67 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer II Software 2-29 The SQL Server Enterprise Manager window displays:...
Page 68 CentreVu Explorer II Version 1.0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer II Software 2-30 2. Select the database you wish to delete. In this example, the database is named “exp2”. (2) Select Delete (1) Select the database 3.
Page 69: Upgrading To Centrevu Explorer Ii Software
Creating the CentreVu Explorer II database Converting CentreVu Explorer 1.x data. Lucent Technologies recommends that you backup your data prior to upgrading your software. Backing up your data ensures that your old data is not lost while upgrading your software.
Page 70: Upgrading To Sql Server 7.0
CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Overview Upgrading to SQL Server 7.0 Prior to upgrading the software, you must install SQL Server 7.0. The installation wizard asks you if you want to run the “SQL Server Upgrade Wizard”. This step upgrades your current CentreVu Explorer database to SQL Server 7.0.
Page 71: Upgrading The Centrevu Explorer Ii Software
CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software To upgrade to the CentreVu Explorer II software from the CD-ROM, do the following: 1.
Page 72 CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software The Readme information displays:. 4. Press the Next button to continue.
Page 73 CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software The Select Destination Directory window displays: 5. Select the location of the backup directory: Accept the recommended default path (The installation default directory is C:\JavaWebServer1.1.
Page 74 CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software The Backup Replaced Files window displays: 7. You can choose to create or not to create a backup replacement file: If you want to create backup files, select the Yes radio button.
Page 75 CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software The Select Backup Directory window displays: 9. Select the location of the backup directory: Accept the recommended default path, or Use the Browse button to select the path of the backup directory.
Page 76 CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software The Step One Completed window displays: 11. Press the Next button to continue.
Page 77 CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software The Installation Wizard initiates copying the files to the directory you specified. The following status window appears: After all of the files are copied, the installation continues to create the database.
Page 78: Creating The Centrevu Explorer Ii Database
CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software 3-10 Creating the CentreVu Explorer II Database To create the database, the Installation Wizard finishes copying the files and then automatically displays the Create Database window: 1.
Page 79 CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software 3-11 3. Enter the Database Size from the drop-down list (with selections beginning at 500MB). Select the size that best suits your business needs. (For more information about the database size, see the “Disk Storage Requirements”...
Page 80 CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software 3-12 6. When all of the fields are populated, press OK and the exp2 database is created. The following message displays the status of the creation of the database:...
Page 81 CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software 3-13 After the database is created, the License Information window displays: 7. Enter the Company/Location Name. This is your company name and location. 8.
Page 82 CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software 3-14 One of two windows display: If you did not supply all the requested information, a message window prompts you to enter the license information: Press Yes to return to the Input/Update License Information screen and Com plete the licensing process (see steps 7-10 on the previous page).
Page 83: Converting Centrevu Explorer 1.X Data
CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software 3-15 Converting CentreVu Explorer 1.x Data The CentreVu Explorer II installation runs through a process to determine if there is a previous version of CentreVu Explorer (for example, CentreVu Explorer 1.1 or 1.2) installed.
Page 84 CentreVu Explorer II Version 1.0 Installation for Windows NT Upgrading to CentreVu Explorer II Software Upgrading the CentreVu Explorer II Software 3-16 The following conversion confirmation message displays: 4. Press OK. The conversion verification window displays: 5. Press OK to restart the operating system. The Conversion to CentreVu Explorer II is complete.
Page 85: Maintenance
Explorer Maintenance Overview This chapter is written for Database Administrators or Supervisors who are responsible for maintaining CentreVu Explorer II. Lucent Technologies recommends that the maintenance practices described in this chapter be performed on a regular basis. This chapter describes: how to maintain the CentreVu®...
Page 86: Backing Up Sql Server Database
CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Backing Up SQL Server Database Backing Up SQL Server Database Backing up the database is a Database Administrator function that should be performed by someone familiar with SQL Server Enterprise Manager. Backups are the customer’s responsibility.
Page 87: Checking For Security
CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Checking for Security Checking for Security For more security information, see the CentreVu Explorer II Version 1.0 User Guide (585-218-200). You should check the security to verify that there are: Two types of security are established: User and Administration A default setting should ship with CentreVu Explorer II for the Administration privilege...
Page 88: Administration Utilities
CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Administration Utilities Administration Utilities CentreVu Explorer II has a built-in Administration Utilities feature, which allows an administrator to perform and monitor certain tasks within the application. To access the Administration Utilities do the following: 1.
Page 89 CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Administration Utilities The Session & License Details window displays: 3. Click on Administrator Utilities at the bottom of the right frame (you will not see this feature if you are not logged in as “admin”). The Administration Utilities menu displays:...
Page 90 CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Administration Utilities 4. In the Navigation frame, select Active Sessions to view how many users have logged into CentreVu Explorer II. The following window displays: The fields include: User –who logged in Host Name –what machine they used to log in Created –the time of the log in Last Access –the time of the last access into the application...
Page 91 CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Administration Utilities 5. In the Navigation frame, select View Log File from the Administration (Admin) Utilities Tree to view the log information. Select View Log File The following View Log File window shows how the data is tracked (such as, connecting to CentreVu Explorer II, processing files, ftp commands, and so on.).
Page 92 CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Administration Utilities 6. In the navigation frame, select Database Status. Select Database Status The Database Status window displays. This window allows you to view the status of the database and how many call history files are processed.
Page 93 CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Administration Utilities The fields include: CMS –this field will identify which CMS this particular file came from File Name – this field is the actual file name of the each data file that has been processed Status –...
Page 94 CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Administration Utilities 4-10 The following window displays: 8. From the View License frame, you can add a license for each additional CMS. For each CentreVu CMS, enter the License Key and CMS Hostname. Note: You need a separate license for each CMS added to the CentreVu Explorer II application.
Page 95: Database Administration
CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Database Administration 4-11 Database Administration An administrator has the ability to discard, archive, or restore data. This capability can be set up as an automated process through the Data Discard Wizard. For instance, an administrator can discard or archive all of the calls older than a certain date or more than a certain number of days old.
Page 96 CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Database Administration 4-12 The Database Discard Utility window displays: The Database Discard Utility window (also known as Data Discard Dialog window in previous releases) displays information that assists in maintaining the CentreVu Explorer II database.
Page 97: Determining Average Daily Call Record Volumes
CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Database Administration 4-13 Determining Average Daily Call Record Volumes The CentreVu Data Discard Utility analyzes the CentreVu Explorer II database to determine daily average call volumes. It then calculates the number of days the current database can hold data before becoming full.
Page 98: Discarding Or Archiving Data
CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Database Administration 4-14 Discarding or Archiving Data Discard is the removal of data without saving it. Archive is the removal of data and saving it to a file, so that information can be read back in by the Restore Data routine (described later in this chapter).
Page 99 CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Database Administration 4-15 The Discard Data frame displays: 3. Records can be removed or archived based on a certain date by selecting the Date radio button.
Page 100 CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Database Administration 4-16 4. From the equal to or older than drop-down list, select a specific date. This removes or archives any records that are equal to or older than the date you selected.
Page 101 CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Database Administration 4-17 The File Creation List displays. For example: 7. From the File Creation List window, use the drop down list to select the file you want to archive. The archive process creates one file for each CentreVu CMS data piece with that particular date.
Page 102 CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Database Administration 4-18 The following displays: 12. Press the OK button. The File Creation List displays; 13. After making your selections, press OK. 14. Select the Aging radio button and enter a number in the more than ______ days old box to remove or archive data that has aged more than a certain number of days.
Page 103 CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Database Administration 4-19 16. Press OK. 17. If you have the Archive data radio button selected, this process archives your data daily. 18. Press the OK button. The “aging” and “archiving” processes are complete.
Page 104: Restoring Data
CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Database Administration 4-20 Restoring Data The Restore Data feature allows you to select previously archived data and insert the file back into the CentreVu Explorer II database. To restore the data, do the following: 1.
Page 105: Migrating Cms Data Dictionary Synonyms
CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Database Administration 4-21 Migrating CMS Data Dictionary Synonyms Synchronizing the CMS Data Dictionary (Agent names, Vectors, and Vector Directory Numbers (VDNs) is now managed by CentreVu Explorer II. Since administration is done automatically, Administrators no longer have to manually update the CentreVu Explorer administrative tables with changes to these synonyms or run complicated SQL routines to keep the synonyms aligned.
Page 106 CentreVu Explorer II Version 1.0 Installation for Windows NT Maintenance Database Administration 4-22...
Page 107: Troubleshooting
Who to Contact If you have not solved the problem after reading through this section, contact the National Customer Care Center at 1-800-242-2121 (Lucent Technologies also offers fee-based installation consultation). Customers outside the United States should contact their Lucent representative or distributor.
Page 108 CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting Overview If you have received an error message(s) in the course of a failed installation, then record the message(s) in order to assist National Customer Care Center personnel in diagnosing your problem. Note: Troubleshooting procedures are usually carried out by an Administrator.
Page 109: Getting Technical Support
Lucent Technologies, you may be referred to the software’s manufacturer or offered the option of purchasing additional assistance not covered under your maintenance agreement. The table below describes the level of support that Lucent Technologies provides for each product on the CentreVu Explorer II Server. Product...
Page 110: Lucent Tso Responsibilities
CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting Getting Technical Support Lucent TSO Responsibilities CentreVu CMS Server Verify ECH is authorized and installed External Call History data integrity Verify the FTP (File Transfer Protocol) is working properly. CentreVu Explorer II Software Application Verify that the customer can execute queries with the CentreVu Explorer II application.
Page 111: Process To Get Support
CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting Getting Technical Support Process to Get Support To open a trouble ticket for CentreVu Explorer II, contact Lucent Technical support at (800) 242-2121 and select option two from the voice menu. To ensure the highest quality technical support, it is strongly recommend that pcAnywhere should be installed on the CentreVu Explorer II server.
Page 112: General Troubleshooting Tips
CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting General Troubleshooting Tips General Troubleshooting Tips This section helps you with problems you may encounter when installing, logging into, or running CentreVu Explorer II. It contains tables which describe error messages that may appear in CentreVu Explorer II.
Page 113: Checking The Corrupt Folder
CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting General Troubleshooting Tips Checking the Corrupt Folder Occasionally CentreVu Explorer II experiences a problem when it tries to process an ECH data file. When this happens, CentreVu Explorer II places the file in a corrupt folder.
Page 114: Monitoring System Performance
CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting General Troubleshooting Tips Monitoring System Performance It is important to keep track of the server’s CPU usage, RAM memory usage, and hard drive space. Insufficient processing power or RAM memory will cause the server to perform poorly under a heavy user load.
Page 115 CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting General Troubleshooting Tips 2. Right click on the C: drive and select Properties. Select Properties The following displays:. 3. When you are finished checking your system’s performance, click OK.
Page 116: Configuring Centrevu Explorer Ii Log File
CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting General Troubleshooting Tips 5-10 Configuring CentreVu Explorer II Log File The configuration parameters for CentreVu Explorer II can be set by editing the file //JavaWebServer1.1/ExplorerV2/java/CentreVuExplorer.properties. The installation scripts will automatically configure this file when the CentreVu Explorer II software is installed.
Page 117 CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting General Troubleshooting Tips 5-11 Parameter Name Acceptable Values Description ExpDbUser The user name that CentreVu Explorer II uses to sign on when connecting to the database. CentreVu Explorer II does not function correctly if this user does not have sufficient access rights to the database tables and other objects used by CentreVu Explorer II.
Page 118 CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting General Troubleshooting Tips 5-12 Parameter Name Acceptable Values Description ExpConverstionD com.inet.tds.TdsDriver The Java package name of the database driver bDriver used to connect to the CentreVu Explorer Version 1.0 database when migrating data into CentreVu Explorer II.
Page 119: Troubleshooting And Maintenance Routines
CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting Troubleshooting and Maintenance Routines 5-13 Troubleshooting and Maintenance Routines The Data Discard Utility is a tool that is provided with CentreVu Explorer II to make it easy for end users to schedule automatic archival or data deletion. Step-by-step instructions for performing these operations are provided in Chapter 4, “Maintenance,”...
Page 120: Expanding The Tempdb File
CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting Troubleshooting and Maintenance Routines 5-14 Expanding the tempdb File When CentreVu Explorer II is installed, it expands the tempdb file from 2MB to 15MB. However, for large transactions, the tempdb may still be too small. If you receive error messages indicating that the tempdb is full.
Page 121: Troubleshooting Tips For Windows Nt
CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting Troubleshooting Tips for Windows NT 5-15 Troubleshooting Tips for Windows NT Windows NT Event Log Error Messages Types The following types of error messages can appear: Information—Used primarily for informational messages. Usually not indicative of a problem.
Page 122 CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting Troubleshooting Tips for Windows NT 5-16 Error Message Corrective Action The database is currently version 1.0. This Contact the National Customer Care Center. routine is not capable of upgrading from 1.0 to CentreVu Explorer II.
Page 123: Java Web Server Error Messages
CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting Troubleshooting Tips for Windows NT 5-17 Java Web Server Error Messages Error Message Occurs When Cause Corrective Action Netscape is unable to User attempts to The Java Go to the Control Panel. locate the server connect to a server WebServer is...
Page 124 CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting Troubleshooting Tips for Windows NT 5-18 Error Message Occurs When Cause Corrective Action Applet User clicks on There are The possible resolutions are CVEQueryBuilder not Custom Query several possible respectively: initted Builder link in causes:...
Page 125: Data Import Service Messages
CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting Troubleshooting Tips for Windows NT 5-19 Data Import Service Messages This table lists the data import service messages. Error Messages Corrective Action The service was started. No corrective action required. This is merely an informational message.
Page 126: Open Database Connection (Odbc)
CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting Troubleshooting Tips for Windows NT 5-20 Open Database Connection (ODBC) Error Messages This table lists the OBDC error messages. Error Message Corrective Action [Microsoft] [ODBC SQL Server Driver] [SQL An attempt to login to SQL has failed. Record Server] Login failed the message and contact the National Customer Care Center.
Page 127: Log-In Error Messages
CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting Troubleshooting Tips for Windows NT 5-21 Log-in Error Messages This table lists the Login- error messages Error Message Corrective Action Login failed, please try again. Try again with the correct password. Contact your administrator if you forget your password.
Page 128: Database Maintenance Procedures
CentreVu Explorer II Version 1.0 Installation for Windows NT Troubleshooting Troubleshooting Tips for Windows NT 5-22 Database Maintenance Procedures CentreVu Explorer II contains built in database maintenance procedures designed to keep the database healthy and responsive. These procedures are setup during the installation of CentreVu Explorer II and are scheduled to run automatically in the late evening and early morning hours.
Page 129: Appendix
CentreVu Explorer II Version 1.0 Installation for Windows NT Appendix Windows NT Server Connection Assistance CentreVu CentreVu Explorer II Explorer Appendix Windows NT Server Connection Assistance ® The following sections provide assistance in connecting CentreVu Explorer II to your local area network (LAN). In particular, these instructions pertain to the †...
Page 130: Establishing Server Network Connection
CentreVu Explorer II Version 1.0 Installation for Windows NT Appendix Windows NT Server Connection Assistance Establishing Server Network Connection Hardware Communication between CentreVu Explorer II and CentreVu Call Management System (CMS) is provided through a LAN connection. Additionally, for terminals external to the CentreVu Explorer II server, access is provided through a LAN.
Page 131: Centrevu Explorer Ii Server Identification
CentreVu Explorer II Version 1.0 Installation for Windows NT Appendix Windows NT Server Connection Assistance CentreVu Explorer II Server Identification Select the Identification tab in the Network Administration window. The following screen appears: Select Identification Enter the following information: 1. Computer Name—This field provides a place to type the host name for your computer.
Page 132: Centrevu Explorer Ii Protocol Assignment
CentreVu Explorer II Version 1.0 Installation for Windows NT Appendix Windows NT Server Connection Assistance on the internet might be “thiscompany.com.” A domain can contain two or more workgroups. CentreVu Explorer II Protocol Assignment The Ethernet or Token Ring assignments must be made to successfully connect to the network.
Page 133 CentreVu Explorer II Version 1.0 Installation for Windows NT Appendix Windows NT Server Connection Assistance Select the TCP/IP Protocol item from the Protocols tab of the Network dialog box. The following window is displayed: Enter the appropriate IP address for the CentreVu Explorer II server. Also enter the Subnet Mask and Default Gateway information.
Page 134 CentreVu Explorer II Version 1.0 Installation for Windows NT Appendix Windows NT Server Connection Assistance The DNS Server information is configured through the DNS tab. After selecting the DNS tab, the following screen appears: Select DNS The following information is required: Host Name—Enter the same information entered in the Computer Name field in the Identification tab.
Page 135 CentreVu Explorer II Version 1.0 Installation for Windows NT Appendix Windows NT Server Connection Assistance Set the adapter to Auto Detect in the Adapters tab. Select Adapters After setting up the system software, you must restart your Caution computer for the changes to take effect. Exit all programs and save any work in progress.
Page 136 CentreVu Explorer II Version 1.0 Installation for Windows NT Appendix Windows NT Server Connection Assistance...
Page 137: Glossary
CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-1 CentreVu CentreVu Explorer II Explorer Glossary Abandoned Call A call in which a caller hangs up before receiving an answer from an agent. The call could be queued to a split/skill, in a vector/VDN, or ringing at an agent before it is abandoned.
Page 138 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-2 ACD Call A call that queued to a split/skill and was answered by an agent in that split/skill, or a call that queued as a direct agent call and was answered by the agent for whom it was queued.
Page 139 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-3 Agent A person or Voice Response Unit (VRU) port that answers calls to an ACD split/skill. The agent is known to CentreVu CMS by a login identification keyed into a voice terminal. Agent Login ID A 1- to 4-digit number (Generic 2) or a 1- to 9- digit number (Generic 3) entered by an ACD...
Page 140 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-4 Agent State A feature of agent call handling. Agent states are the different call work modes and call states an agent can be in (ACD, ACW, AVAIL, AUX, UNSTAFF, DACD, DACW, OTHER, UNKNOWN, RING).
Page 141 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-5 Auto-In (AI) An ACD work mode that makes the agent available to receive calls and allows the agent to receive a new ACD call immediately after disconnecting from the previous call. Automatic Call A switch feature using software that channels Distribution (ACD)
Page 142 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-6 Auxiliary Work (AUX) An agent work mode. For example, the agent is engaged in non-ACD work, is on break, in a meeting, or at lunch. An agent can reach this state by pressing the AUX WORK button or dialing the proper access code from the voice terminal.
Page 143 Call ID The Identifying number for a call. CentreVu Call A software product used by business Management System customers that have Lucent Technologies (CMS) telecommunications switches/ECS and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) feature of the switch/ECS.
Page 144 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-8 Call Vectoring A switch feature that provides a highly flexible method for processing ACD calls. A call vector is a set of instructions that controls the routing of incoming and outgoing calls based on current conditions.
Page 145 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-9 Cradle-to-Grave A detailed analysis which shows all of a call’s activities that occurred from inception to termination of the call. Current Window The user window in which you are actively working.
Page 146 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-10 Database A group of files that store ACD data according to a specific time frame: current and previous intrahour real-time data and 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.
Page 147 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-11 Dequeued and A trunk state in which the trunk quickly goes to Abandoned (DABN) idle after the caller abandons the call. Dialed Number A network capability that identifies, for each Identification Service call, the number dialed or the area from which (DNIS)
Page 148 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-12 See Expert Agent Distribution . See Expert Agent Selection . Entity A generic term that refers to one of the following: Agent, Split/Skill, Trunk, Trunk Group, VDN, or Vector. Error Message A response from a program indicating that a problem has arisen or something unexpected...
Page 149 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-13 Expert Agent An EAS process that selects an agent when Distribution (EAD) more than one agent is available. With EAS, a call will go to the most idle agent with the skill as primary (skill level one).
Page 150 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-14 CentreVu CMS collects data on skills in the same manner as it collects data on splits. Real- time Agent reports generally indicate the skill in which agents are currently working. Skill reports show the performance of the skill overall, displaying such items as the ASA, the number of calls, and the percentage of calls...
Page 151 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-15 First Threshold A graph term for the lower limit for a particular condition in a graph report. The bar(s) change color/intensity when the defined limit is met, notifying you that a Caution condition could exist.
Page 152 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-16 Inbound Call A set of switch and adjunct features using Management (ICM) ASAI to enable the adjunct to provide automatic screen delivery and call routing. Information Indicator A 2-digit code that identifies the type of (II) originating line (for example: hotel or pay phone) for incoming ISDN PRI calls.
Page 153 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-17 Intrahour Interval A 15-, 30-, or 60-minute segment of time starting on the hour. An intrahour interval is the basic unit of CentreVu CMS report time. ISDN See Integrated Services Digital Network . Java Run Time Environment.
Page 154 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-18 The Logical Agent capability allows agents to be called by dialing their login IDs. Calls to login IDs may be treated as direct agent ACD calls, given the proper class of restriction, or may be treated as extension (personal) calls.
Page 155 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-19 Messages Temporary windows used only for displaying information like “field help” and syntactical field errors. Message windows cannot be moved, sized, or scrolled and do not count in the user window count.
Page 156 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-20 Multiple Call Handling Allows an agent to receive an ACD call while (MCH) other calls are active on the agent’s station. Unless forced MCH is in operation, the agent must put the current call on hold and press AI/MI in order to receive another ACD call.
Page 157 (usually ACD agents). See Price Element Code . Price Element Code The set of numbers that Lucent Technologies (PEC) has assigned to each part that may be ordered. Primary Skill The skills assigned to an agent. Primary skills are the areas in which the agent has the most expertise.
Page 158 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-22 QUEUED A trunk state in which an ACD call has seized the trunk and is queued to a split/skill waiting for an agent to answer. R3V4 See Release 3 Version 4 . R3V5 See Release 3 Version 5 .
Page 159 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-23 RING An agent state in which a call rings at an agent’s voice terminal after leaving the queue and before the agent answers the call. (This agent state is available only with Generic 2.2, and with Generic 3 and ECS.) A trunk state in which a call is ringing at the agent’s voice terminal.
Page 160 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-24 Service Observing— A feature that allows a user to dial into the Remote switch and monitor a call. Service Observing— A feature available with the G3V4 switch and VDNs the ECS that gives a voice terminal user the ability to monitor the treatment a call receives as it is processed by a VDN, routes to another...
Page 161 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-25 Skill Hunt Group When EAS is enabled, calls route to specific skill hunt groups. These skill hunt groups are usually based on the needs of your customers. Agents are not assigned to a skill group (like split hunt groups), but agents are assigned specific skills that become active when they log Skill Level...
Page 162 (including access to public and private networks) for a group of terminals within a customer’s premises. System A general term for a computer and its software and data. Technical Service Provisioning, maintenance, and helpline Center support for Lucent Technologies call center customers.
Page 163 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-27 Terminal A combination of monitor (video display) and keyboard used to communicate with a computer to enter and display information. See Agent Terminal . Tertiary Split/Skill Generic 3 and ECS with vectoring, Generic 2.2 with EAS only.
Page 164 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-28 UNIX System/ A multi-user computer operating system that Solaris System supports CentreVu CMS. A user can access the UNIX system from the SLK. Commands UNKNOWN An agent state in which CentreVu CMS does not recognize the current state.
Page 165 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-29 VDN Counted-Calls Also known as counted-calls to VDN and active VDN calls. A Call Vectoring capability available with the G3V4 switch and the ECS. Counted-calls to VDN is a parameter of the “go to step”...
Page 166 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-30 Vector Command A vector step that describes the action to be executed for a call (for example, “Queue to main”, “check backup”, “disconnect”). Vector Directory An extension number that enables calls to Number (VDN) connect to a vector for processing.
Page 167 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-31 Window Any rectangle on your CentreVu Explorer II screen that encloses a menu, data entry fields, reports, or messages. See also Frame. Zero (0) Skill (Generic Every skill that ends with a “0” is called a zero 2.2 with EAS) skill.
Page 168 CentreVu Explorer II Version 1.0 Installation for Windows NT Glossary GL-32...
Page 169: Index
CentreVu Explorer II Version 1.0 Installation for Windows NT Index Index CentreVu Explorer II Active Sessions option Adapters tab administrator default password logging in Administrator Utilities option aging process, setting up 4-14 Aging radio button 4-18 Archive data box 4-16 archiving data 4-14 Backup Replaced Files window...
Page 170 CentreVu Explorer II Version 1.0 Installation for Windows NT Index IN-2 data import service 5-21 data, restoring 4-20 database administration 4-11 backing up SQL Server expanding 5-13 maintenance procedures 5-22 populating 2-17 removing 2-28 Database Discard Utility window 4-12 4-14 Database Size list box 3-11 Database Status option...
Page 171 CentreVu Explorer II Version 1.0 Installation for Windows NT Index IN-3 File Creation List screen 4-17 File Name field general error message 1-20 hard drive space requirements 1-14 Host Name field Identification tab Input/Update License Information window 4-10 installation default directory installing CentreVu Explorer II SQL Server 7.0...
Page 172 CentreVu Explorer II Version 1.0 Installation for Windows NT Index IN-4 main CentreVu Explorer II window, accessing Microsoft TCP/IP Properties window National Customer Care Center Network Administration window password, default administrator pcAnywhere , using 2-19 Perform removal automatically once a day radio button 4-18 Perform Uninstall screen 2-25...
Page 173 CentreVu Explorer II Version 1.0 Installation for Windows NT Index IN-5 requirements, (continued) software system 1-15 Restore Data button 4-20 restoring data 4-20 Rows field Rows/Sec field scheduling ECHI activation 1-29 security, checking Select Uninstall Method screen 2-24 server network connection, establishing server requirements 1-12 service messages, data import...
Page 174 CentreVu Explorer II Version 1.0 Installation for Windows NT Index IN-6 upgrading Explorer II SQL Server 7.0 User Agent field User field View License option View Log File option View Log File window Welcome window Windows NT Server, connecting...
Page 175 Document No.: 585-218-201 Date: June 1999 Lucent Technologies welcomes your feedback on this document. Your comments can be of great value in helping us to improve our documentation. 1. Please rate the effectiveness of this document in the following areas:...

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Lucent Technologies CentreVu Explorer II Version 1.0 Installation Manual

Introduction

Installing and Uninstalling the Software

Upgrading to Centrevu Explorer II Software

Maintenance

Troubleshooting

Appendix

Glossary

Index

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