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Lucent Technologies CentreVu User Manual (302 pages)
Call Management System, Release 3 Version 8 Database Items and Calculations
Brand:
Lucent Technologies
| Category:
Software
| Size: 2 MB
Table of Contents
Table of Contents
5
Preface
19
1 Introduction
21
General Information
21
How Database Items and Calculations Are Presented
22
Introduction
22
Database Items
22
Database Tables
22
Index Database Items
23
Database Item Types
23
Sample Switch Cross-Reference Table
24
Calculations
25
Terminology
26
Database Terminology
26
Database Table Names
33
Introduction
33
Real-Time Table Names
33
Historical Database Tables
34
Interactions with Switch Features and Tracking of Switch Capabilities
36
Introduction
36
Adjunct-Placed and Adjunct-Routed Calls
36
Call Handling Preference
36
Forced Disconnect
37
Look-Ahead Interflow Calls
37
Personal Call Tracking
37
Direct Agent Calling (G3)
41
Expanded Agent Capabilities (DEFINITY ECS R5 and Later)
42
Multiple Call Handling (G3V3)
42
Forced Multiple Call Handling (G3V4)
43
Hold Tracking (G3)
43
Ringing (G3)
43
Transfer Tracking
43
Conference Tracking (G3)
43
Call Pickup
43
Agents in Multiple Splits/Skills
44
Multiple-Split/Skill Queuing (G3)
45
Best Service Routing (DEFINITY ECS R6)
46
Agent State Tracking at Login
46
Move Agent While Staffed (G3V4 and Later)
47
Converse Vector Command (G3V2 and Later)
47
Go to Vector
47
Outbound Call Management (OCM)
48
Redirection on no Answer (G3V2 and Later)
48
Skill State
48
Switch Average Speed of Answer (G3V4 and Later)
49
Timed ACW
49
Tracking of Times/Duration
49
Trunk no Answer Timeout (G3V2 and Later)
49
Vector Disconnect Timer (G3V2 and Later)
50
VDN Active Calls
50
Wait Answer Supervision Timer (WAST)
50
Universal Call ID (DEFINITY ECS R6)
51
Centrevu Advocate (ECS R6 and Later)
51
Location (ECS R8 and Later)
52
2 Database Items and Calculations
53
Overview
53
General Information
54
Overview
54
Database Item Types
54
Split/Skill Database Items
55
Agent Database Items
55
Trunk Group Database Items
56
Trunk Database Items
56
Vector Database Items
56
VDN Database Items
57
Call Work Codes Database Items
57
Agent Login/Logout Database Items
58
Agent Trace Database Items
58
Current Day Configuration Database Items
58
Current Day Report Database Items
59
Call Record Database Items
59
Exception Historical Database Items
59
Database Items
60
Overview
60
Abncalls
60
Abncalls1-10
60
Abnquecalls
62
Abnringcalls
63
Abntime
63
Abnveccalls
64
Acceptable
65
ACD (Index)
65
Acd_Release
67
Acdauxout-Calls
67
Acdcalls
68
Acdcalls1-10
68
ACDONHOLD (Real-Time)
69
Acdtime
70
ACTIVECALLS (Real-Time)
70
Acwincalls
71
Acwintime
71
Acwoutadj- Calls
72
Acwoutcalls
72
Acwoutoff-Calls
73
Acwoutoff-Time
73
Acwouttime
74
Acwtime
74
Adjattempts
75
Adjrouted
76
ADJUNCTOUT (Real-Time)
76
(Real-Time)
76
Agocc
77
Agstate
77
(Real-Time)
77
Agt_Released
78
AGDURATION (Real-Time)
78
AGTIME (Real-Time)
78
ALLINUSE (Real-Time)
79
Allinusetime
79
Ani_Sid
79
Ansconn-Calls1-10
80
Ansholdtime
80
Anslocid
80
Anslogin
81
Ansreason
81
Ansringtime
81
Anstime
82
ASA (Real-Time)
82
ASSIST (Real-Time)
83
Assist_Actv
83
Assists
83
ATAGENT (Real-Time)
84
Audio
84
Auxincalls
84
Auxintime
85
Auxoutadj-Calls
85
Auxoutcalls
86
Auxoutoff-Calls
86
Auxoutoff-Time
87
Auxouttime
87
AUXREASON (Real-Time)
88
AVAILABLE (Real-Time)
88
Avgagserv
88
Avgspeedans
89
AWORKMODE (Real-Time)
89
Backupcalls
89
Bh_Abncalls
91
(Daily Only)
91
Bh_Acdcalls
92
Bh_Acdtime
92
Bh_Allinuse-Time
92
Bh_Busycalls
93
Bh_Disccalls
93
Bh_Incalls
93
Bh_Intime
94
Bh_Oabn-Calls
94
Bh_Oacd-Calls
94
Bh_Oother-Calls
95
Bh_Other-Calls
95
Bh_Outcalls
96
Bh_Outtime
96
Bh_Starttime
96
Bh_Vdncalls
97
Blockage
97
Bsrplan
97
Busycalls
98
Busytime
99
Caller_Hold
99
Callid
100
Calling_Ii
100
Calling_Logid
100
(Real-Time)
100
Calling_Pty
101
Callsoffered
101
Change
101
CHANGED (Real-Time)
102
Chprof
102
Completed
102
Conference
102
Connect-Calls
103
Connecttime
103
Conntalktime
104
Consulttime
104
CWC (Index)
104
Da_Abncalls
105
Da_Abntime
105
Da_Acdcalls
105
Da_Acdtime
106
Da_Acwin-Calls
106
Da_Acwintime
106
Da_Acwoadj-Calls
107
Da_Acwo-Calls
107
Da_Acwooff-Calls
108
Da_Acwooff-Time
108
Da_Acwotime
108
Da_Acwtime
109
Da_Anstime
109
DA_INACW (Real-Time)
109
DA_INQUEUE (Real-Time)
110
DA_INRING (Real-Time)
110
DA_OLDEST-CALL (Real-Time)
111
Da_Onacd
111
(Real-Time)
111
Da_Other-Calls
112
Da_Othertime
112
Da_Queued
112
Da_Release
113
DA_SKILL (Real-Time)
113
Dacalls_First
113
(Real-Time)
113
Deflectcalls
114
Dequecalls
114
Dequetime
114
Destination
115
(Real-Time)
115
Dialed_Num
115
Digits_Dialed
116
DIRECTION (Real-Time)
116
Disccalls
117
Disctime
118
Dispivector
118
Disposition
119
Disppriority
120
Dispsklevel
120
Dispsplit
120
Disptime
121
Dispvdn
121
Duration
121
(Real-Time)
121
Eqloc
122
Event1-9
123
Event_Time
123
EWTHIGH (Real-Time)
124
EWTLOW (Real-Time)
124
EWTMEDIUM (Real-Time)
125
EWTTOP (Real-Time)
125
Ext_Call
126
Orig
126
Extension
126
Extn
126
Extype
127
FAGINRING (Real-Time)
130
FAVAILABLE (Real-Time)
131
Failures
131
Fcalls
131
FINACW (Real-Time)
132
Finaux
132
Firstvdn
132
Firstvector
132
Fmethod
133
FONACD (Real-Time)
133
FOTHER (Real-Time)
133
FSTAFFED (Real-Time)
133
GNAGINRING (Real-Time)
134
GNAVAILABLE (Real-Time)
134
GNINACW (Real-Time)
134
GNINAUX (Real-Time)
135
GNINAUX0 (Real-Time)
135
(Real-Time)
135
GNONACD (Real-Time)
136
GNONACDAUX-OUT (Real-Time)
136
GNONACDOUT (Real-Time)
136
GNONACWIN (Real-Time)
137
GNONACWOUT (Real-Time)
137
GNONAUXIN (Real-Time)
137
GNONAUXOUT (Real-Time)
138
Gnda_Inacw
138
(Real-Time)
138
Gnda_Onacd
138
GNOTHER (Real-Time)
139
GNSKILL (Real-Time)
139
GNSTAFFED (Real-Time)
140
Gotocalls
140
Gototime
140
Hdate1-4
140
Held
141
Highcalls
141
Holdabn
141
Holdabn-Calls
142
Holdacd-Calls
142
Holdacdtime
143
Holdcalls
143
Holdtime
144
I_Acdauxin-Time
144
I_Acdaux
145
Outtime
145
I_Acdaux_ Outtime
145
I_Acdother-Time
145
I_Acdtime
146
I_Acwintime
146
I_Acwouttime
147
I_Acwtime
147
I_Arrived
148
I_Auxintime
148
I_Auxouttime
149
I_Auxtime
149
I_Auxtime0
150
I_Auxtime1-9
150
I_Availtime
150
I_Da_Acdtime
151
I_Da_Acwtime
151
I_Inocc
152
I_Normtime
152
I_Ol1Time
152
I_Ol2Time
153
I_Othertime
153
I_Outocc
154
I_Ringtime
155
I_Stafftime
155
I_Tauxtime
156
I_Tavailtime
156
I_Tothertime
156
Ii_Digits
156
Iln
157
INACW (Real-Time)
157
INAUX (Real-Time)
157
INAUX0 (Real-Time)
158
(Real-Time)
158
INBOUND (Real-Time)
158
Incalls
159
Incomplete
160
Inflag
162
Inflowcalls
162
(Real-Time)
163
INQUEUE (Real-Time)
164
INRING (Real-Time)
164
Interflow-Calls
165
Intime
165
Intrvl
166
(Real-Time)
167
ITN (Index)
168
Keybd_Dialed
168
Lastcwc
168
Lastdigits
168
Lastobserver
169
LEVEL (Real-Time)
169
Loc_Id
169
Logid
170
Login
171
(Real-Time)
171
(Real-Time)
172
LOGONSTART (Real-Time)
172
Logout
172
Logout_Date
173
Logoutrea-Son
173
Lookattempts
173
Lookflow-Calls
174
Lowcalls
174
MALICIOUS (Real-Time)
175
Maxinqueue
175
Maxocwtime
175
Maxstaffed
176
Maxtop
176
Max_Tot
176
Percents
176
Maxwaiting
177
MBUSY (Real-Time)
177
Mbusytime
177
Mct
178
Medcalls
178
MOVEPENDING (Real-Time)
178
Netdisccalls
179
Netincalls
179
Netintime
179
Netpolls
180
Noansredir
180
Numagreq
181
NUMINUSE (Real-Time)
181
Numtgs
182
Numvdns
182
O_Abncalls
182
O_Acdcalls
183
O_Acdtime
183
O_Acwtime
184
O_Other-Calls
184
Observing-Call
185
Obslocid
185
OLDESTCALL (Real-Time)
185
OLDEST_LOG-ON (Real-Time)
186
ONACD (Real-Time)
186
ONACDAUXOUT (Real-Time)
186
ONACDOUT (Real-Time)
187
ONACWIN (Real-Time)
187
ONACWOUT (Real-Time)
187
ONAUXIN (Real-Time)
188
ONAUXOUT (Real-Time)
188
ONHOLD (Real-Time)
188
Origholdtime
189
ORIGIN (Real-Time)
189
Origlocid
189
Origlogin
190
Origreason
190
OTHER (Real-Time)
190
Othercalls
191
Othertime
192
OUTBOUND (Real-Time)
193
Outcalls
193
Outflag
193
Outflow-Calls
194
Outflowtime
195
Outtime
196
PENDINGSPLIT (Real-Time)
196
PERCENT (Real-Time)
197
Period 1-9
197
Periodchg
197
Phantomabns
198
POSITION (Index)
199
Positions
199
Preference
199
PRIORITY (Real-Time)
200
(Real-Time)
200
QUECOUNT (Real-Time)
201
QUETYPE (Real-Time)
201
(Real-Time)
201
R1AGINRING (Real-Time)
202
R1AVAILABLE (Real-Time)
202
R1INACW (Real-Time)
202
R1INAUX (Real-Time)
203
R1ONACD (Real-Time)
203
R1OTHER (Real-Time)
203
R1STAFFED (Real-Time)
204
R2AGINRING (Real-Time)
204
R2AVAILABLE (Real-Time)
204
R2INACW (Real-Time)
205
R2INAUX (Real-Time)
205
R2ONACD (Real-Time)
205
R2OTHER (Real-Time)
206
R2STAFFED (Real-Time)
206
Ragocc
206
Ravgspeed-Ans
206
Reason
207
Reason_Code
207
Reconnect
207
Returncalls
208
Ringcalls
208
Ringtime
209
ROLE (Real-Time)
210
ROW_DATE (Index)
210
Row_Time
212
Rservlevelp
212
Segment
213
Segstart
213
Segstop
213
Servicelevel
214
Servlevelp
214
Servlevelt
214
Setuptime
215
Shortcalls
215
Skill1-3
216
Skillacwtime-1-3
216
Skillcalls1-3
216
Skilltime1-3
216
Skilltype
217
Sklevel
218
Skpercent
219
SKSTATE (Real-Time)
219
Slvlabns
220
Slvlout-Flows
220
Split
220
Split1
222
STAFFED (Real-Time)
222
Split2-3
222
STARTED (Real-Time)
223
Starttime
223
Svclevelchg
224
TAGINRING (Real-Time)
225
Talktime
225
TAVAILABLE (Real-Time)
225
Tda_Inacw
226
(Real-Time)
226
Tda_Onacd
226
Threshold
226
Ti_Auxtime
227
Ti_Auxtime0
228
Ti_Auxtime1-9
228
Ti_Availtime
229
Ti_Othertime
229
Ti_Stafftime
230
Time
230
TINACW (Real-Time)
231
TINAUX (Real-Time)
231
TINAUX0 (Real-Time)
232
(Real-Time)
232
Tkgrp
232
TKSTATE (Real-Time)
233
TONACD (Real-Time)
234
TONACDAUX-OUT (Real-Time)
234
TONACDOUT (Real-Time)
234
TONACWIN (Real-Time)
235
TONACWOUT (Real-Time)
235
TONAUXIN (Real-Time)
235
TONAUXOUT (Real-Time)
236
Topcalls
236
TOPSKILL (Real-Time)
236
Tot_Percents
237
(Real-Time)
237
TOTHER (Real-Time)
237
Transferred
238
Trendbase
239
Trunks
239
TSTAFFED (Real-Time)
239
TYPE (Real-Time)
240
Ucid
240
Use_Svc_Obj
240
(Real-Time)
240
Vdisccalls
241
Vdn
241
Vector
242
Wmode_Seq
243
Workcode
243
WORKMODE (Real-Time)
244
WORKSKILL (Real-Time)
244
WORKSKLEVEL (Real-Time)
245
WORKSPLIT (Real-Time)
245
WORKSPLIT2-3 (Real-Time)
245
Wt1
246
Switch Cross-Reference
247
Overview
247
Switch Cross-Reference Information
247
Search Values and Calculations
276
Overview
276
Agent State and Row Search Values Cross-Reference
276
Call Disposition and Row Search Values Cross-Reference
279
Overview
280
Calculations
280
Standard Dictionary Calculations
280
Reports-Specific Calculations
291
Advertisement
Lucent Technologies CentreVu User Manual (182 pages)
Call Management System Release 3 Version 5 Forecast
Brand:
Lucent Technologies
| Category:
Software
| Size: 0 MB
Table of Contents
Table of Contents
3
Preface
9
General Information
9
Conventions Used in this Document
10
Related Documents
11
Centrevu CMS Publications
11
Centrevu Supervisor Publications
12
Other Useful Publications
12
Introduction
13
What Is Forecasting
13
Purpose of Forecast Subsystem
14
Types of Forecasting
15
Getting Started with Forecasts
16
Controlling Forecast Results
16
Using Forecast Reports
16
Data Used for Split/Skill Forecasts
17
Data Points
17
Split/Skill Forecast Methods
18
Start-Up Tasks
21
How to Use the Forecast Subsystem
22
Forecast Menus
24
Relationships to Other Subsystems
26
User Permissions
26
Read Permission
26
Read and Write Permissions
26
Dictionary
27
Timetables/Shortcuts
27
System Setup
27
Forecast Administration
29
General Information
29
Data Storage Allocation Administration
30
Purpose
30
Things to Know before You Start
30
Prerequisite System Administration
31
Data Storage Allocation Window
31
Field/Action List Usage
31
Field Descriptions
32
Call Handling Profiles Administration
34
Purpose
34
Things to Know before You Start
34
Prerequisite System Administration
36
Call Handling Profiles Window
36
Field/Action List Usage
37
Copy Window
38
Field Descriptions
38
Get Contents Window
39
Field/Action List Usage
39
Field Descriptions
40
Current Day Configuration Administration
42
Purpose
42
Things to Know before You Start
43
Prerequisite System Administration
44
Current Day Configuration Window
44
Field/Action List Usage
45
Field Descriptions
45
Costs Profile Administration
48
Purpose
48
Things to Know before You Start
48
Costs Profile Window
49
Field/Action List Usage
49
Field Descriptions
50
Copy Window
50
Get Contents Window
51
Field/Action List Usage
51
Field Descriptions
52
Trunk Group Profile Administration
53
Purpose
53
Things to Know before You Start
53
Prerequisite System Administration
53
Trunk Group Profile Window
54
Field/Action List Usage
54
Field Descriptions
55
Forecast Manager Administration
56
Purpose
56
Things to Know before You Start
57
Prerequisite System Administration
58
Forecast Manager Window
59
Field/Action List Usage
59
Field Descriptions
59
Special Days Administration
66
Purpose
66
Things to Know before You Start
66
Prerequisite System Administration
67
Special Days Window
67
Field/Action List Usage
67
Field Descriptions
68
Call Volume/Agents Forecast Reports
69
General Information
69
Guidelines for Call Volume/Agents Forecast Reports
70
Current Day Report
73
Purpose
73
Prerequisite System Administration
74
Current Day Input Window
74
Field Descriptions
75
Current Day Forecast Report Example
76
Longterm Report
80
Purpose
80
Things to Know about Report Data
80
Prerequisite System Administration
80
Longterm Report Input Window
81
Field Descriptions
81
Longterm Forecast Report Example
85
Financial Report
88
Purpose
88
Prerequisite System Administration
89
Financial Input Window
89
Field Descriptions
89
Financial Forecast Report Example
93
Intraday Report
96
Purpose
96
Things to Know about Report Data
96
Prerequisite System Administration
97
Intraday Input Window
98
Field Descriptions
98
Intraday Forecast Report Example
100
Special Day Report
103
Purpose
103
Things to Know about Report Data
103
Prerequisite System Administration
104
Special Day Input Window
104
Field Descriptions
105
Special Day Forecast Report Description
107
Hypothetical Data
109
Purpose
109
Copy Historical Data
110
Things to Know before You Start
110
Prerequisite System Administration
110
Copy Historical Data Window
111
Edit and View Hypothetical Data
112
Things to Know before You Start
112
Prerequisite System Administration
112
Edit Values Window
113
Change the Interval Length of Hypothetical Data
114
Hypothetical Report
119
Prerequisite System Administration
120
Hypothetical Report Input Window
120
Field Descriptions
121
Hypothetical Forecast Report Example
123
Hypothetical Financial Report
126
Purpose
126
Prerequisite System Administration
127
Financial Report Input Window
127
Field Descriptions
127
Hypothetical Financial Forecast Report Example
130
Requirement Forecast Reports
133
Lucent Technologies CentreVu User Manual (198 pages)
Call Management System
Brand:
Lucent Technologies
| Category:
Software
| Size: 1 MB
Table of Contents
Custom Reports
1
Issue
2
Table of Contents
3
Preface
7
General Information
7
Audience
7
Introduction
7
Organization and Use of this Document
8
Organization of Document
8
Use of Document
10
Conventions Used in this Document
11
Terminology
12
Related Documents
14
Centrevu CMS Publications
14
Other Useful Publications
15
Introduction to Centrevu CMS Custom Reports
17
General Information
17
Custom Reports and the Screen Painter
18
What Is a Custom Report
18
The Screen Painter
18
Tasks to Create a Custom Report
20
Reports that Cannot be Customized
22
Database Items Not in Standard Reports
23
How Centrevu CMS Stores and Retrieves Data
23
How Centrevu CMS Stores Data
23
How Centrevu CMS Retrieves Data
27
Getting Started
35
General Information
35
Defining a Report's Name, Access, and Type
36
Step 1: Access the Report Select Window
36
Step 2: Assign a Name to the Report
37
Step 3: Enter a Report Description
38
Step 4: Define the User ID
39
Step 5: Define Access to the Report
39
Step 6: Define the Report as Real-Time or Historical
40
Step 7: Save the Report Name
41
Changing a Report's Access or Description
42
Deleting a Custom Report
43
Using Screen Painter Editing Tools
45
Accessing the Screen Painter
45
Special Properties of the Screen Painter
46
Moving the Cursor on the Screen Painter
46
The Screen Painter Size
47
Scrolling the Screen Painter
48
Properties of Secondary Windows
48
Copying an Existing Report Design
48
Step 1: Access the Get Copy Window
50
Step 2: Enter a Report Name
50
Step 3: Enter a User ID
51
Step 4: Select a Report Type
51
Step 5: Verify the Report
51
Step 6: Copy the Report
51
Editing a Report with Blocks
52
Erasing a Block
53
Moving a Block
54
Copying a Block
57
Entering Report Text
57
Saving Your Work
58
Defining the Data for a Custom Report
59
Defining Fields for the Report Input Window
59
Step 1: Access the Define Input Window
60
Step 2: Define the Variable Name
60
Step 3: Enter a Field Prompt
62
Step 4: Define the Number of Field Columns and Rows
62
Step 5: Define the Field as Single Value or Range/List
62
Step 6: Provide a Default Value for the Field
63
Step 7: Select a Field Type
63
Input Fields that Allow Pattern Matching
65
Step 8: Associate an ACD with the Variable Field
66
Step 9: Save a Variable Input Field
67
Defining the Order in Which Input Fields Appear
68
Changing Report Input Fields
69
Defining Report Fields
69
What the X's, V's, and H's Mean in a Field
70
Step 1: Define the Position and Length of a Field
71
Step 2: Define the Field's Data Expression
72
Database Items
72
Constants
73
Calculations
74
Calculation Names
74
Aggregate Functions
76
Count(*)
78
Data from more than One Table
78
Step 3: Define the Table(S) for Calculation Names
79
Step 4: Justify Data in the Field
79
Step 5: Define the Field Format
80
Step 6: Save the Field Definition
85
Changing a Field Definition
85
Defining Bars in a Report
85
What the X's, V's, and H's Mean in a Bar
86
Step 1: Define the Position and Length of a Bar
86
Step 2: Define the Bar's Data Expression
88
Step 3: Define the Table(S) for Calculation Names
88
Step 4: Define the Bar Direction
88
Step 5: Define the Bar Scale
89
Step 6: Define the Maximum Graph Value
91
Step 7: Define the First Threshold
92
Step 8: Define the Second Threshold
92
Step 9: Select Normal or Reversed Thresholds
93
Step 10: Save the Bar Definition
94
Changing a Bar Definition
94
Defining the Rows of Data for a Report
95
Step 1: Access the Row Search Window
95
Step 2: List the Report Input Variables
96
Step 3: Select a Row Search ID
97
Step 4: Select Tables
97
Step 5: Select Rows in the Table(S)
100
Basic "Where" Clause
100
Where" Clause with Variable
102
Multiple "Where" Clauses
102
Where" Clause with a Range/List Variable
103
Where" Clause for Selecting Rows from an ACD
103
Where" Clause for Excluding Rows of Data
103
Step 6: Select a Field/Bar Type
104
Step 7: Select a Sort Type
106
Step 8: Select a Sort Order for Data
107
Step 9: Save Your Row Search Conditions
109
Assign a Row Search ID to Report Field(S) and Bar(S)
109
Changing Row Search Conditions
113
Changing the Row Search-Field Assignment(S)
114
Defining Fields to Show Run Time/Date and User Inputs
114
Step 1: Access the Variable/Time/Date Window
115
Step 2: Define the Display Type and Format
115
Step 3: Save the Var/Date/Time Field
118
Saving Your Work
118
Completing Your Custom Report
119
Highlighting Fields
119
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Lucent Technologies CentreVu User Manual (106 pages)
Call Management System, Release 3 Version 8 Disk-Mirrored Systems
Brand:
Lucent Technologies
| Category:
Software
| Size: 0 MB
Table of Contents
Table of Contents
3
Chapter 1 Introduction to Disk Mirroring
7
Disk Mirroring Defined
7
Metadevices
7
Concatenated Metadevices
8
State Databases
9
Mirrors
9
How CMS Implements Disk Mirroring
11
Mirror Layouts
13
Mirror Layout on a Sun Enterprise 3000 Computer
13
Mirror Layout on a Sun Enterprise 3500 Computer
14
Required Hardware
14
Required Software
15
Additional References
15
Chapter 2 Installing Mirrored Systems
17
How to Upgrade an Enterprise Platform to Disk Mirroring
17
Disk Drive Slots
17
Increasing System Capacity
18
Step 1: Identify Mirror Devices
18
Step 2: Install the Mirror Disks on an Enterprise 3500 System
20
Step 3: Install the Mirror Disks on an Enterprise 3000 System
22
Step 4: Partition the Mirror Disks
22
Step 5: Create the State Database Replicas
24
Step 6: Create the MD.tab Table Entries
24
Step 7: Set up the Mirrors for the Root File System
26
Step 8: Set up the Mirrors for the Swap Space
28
Step 9: Set up the /Cms Mirror
30
Step 10: Verify Disk Space
31
Step 11: Create an Alternate Boot Device
32
Factory Installation Procedures for Disk Mirroring
34
Step 1: Install the Hardware
34
Step 2: Install the Operating System
34
Step 3: Install the Application Software
35
Step 4: Check the Disk.type File
36
Step 5: Set up the Disk Subsystem for Solstice Disksuite
36
Step 6: Run the Setup Scripts
38
Step 7: Verify Disk Space
39
Step 8: Install the CMS Software
41
Step 9: Create an Alternate Boot Device
41
Chapter 3 Maintaining Mirrored Systems
45
Using the Alternate Boot Device
45
Maintaining the Chkdisks Crontab
46
Activating Chkdisks
46
Verifying Chkdisks
46
Changing the Scheduled Run Time
46
Canceling Chkdisks
46
Doing a CMSADM Backup on a Mirrored System
47
Step 1: Print the Vfstab File
47
Step 2: Run the Backup
47
Step 3: Label and Store the Tapes
48
Restoring from a CMSADM Backup
49
Repairing or Rebuilding the /Cms File System
51
Repairing /Cms
51
Rebuilding /Cms
52
Restoring a Mirrored System from a CMSADM Backup
55
Step 1: Power off the System
55
Step 2: Install the New Drives
55
Step 3: Boot the System from the Compact Disk
56
Step 4: Identify the System
57
Step 5: Set the Name Service Options
58
Step 6: Set the Date and Time
59
Step 7: Select the Operating System Files to be Installed
60
Step 8: Select the Hard Disks
61
Step 9: Set up the Disk Partitions
61
Step 10: Install the Operating System
63
Step 11: Complete the os Installation
64
Step 12: Alter the Tape Configuration File (Enterprise 3500 Only)
64
Step 13: Restore the Backup
65
Step 14: Reestablish the Disk Mirrors
65
Restoring Specific Files from a CMSADM Backup
68
Adding New Disks to a Standard Mirrored System
69
Adding New Disks to a Nonstandard Mirrored System
72
Replacing a Faulty Disk
75
Step 1: Identify the Faulty Disk
75
Step 2: Identify the Submirrors
76
Step 3: Detach the Submirrors
77
Step 4: Remove State Database Replicas (Boot Disks Only)
78
Step 5: Replace the Faulty Disk Drive
78
Step 6: Recreate the State Database Replicas
79
Step 7: Reattach the Submirrors
80
Step 8: Reboot the System (Boot Disks Only)
80
State Database Replicas
81
Setting up Replicas
81
Replacing Replicas
81
Partitioning Disks with the Format Command
82
How to Tell Whether Your Mirrored System Is Standard
84
Examples of Valid System Files
85
Valid Vfstab Files
85
Valid MD.tab Files
86
Lucent Technologies CentreVu User Manual (114 pages)
Call Management System Release 3 Version 8 High Availability Connectivity
Brand:
Lucent Technologies
| Category:
Software
| Size: 1 MB
Table of Contents
Table of Contents
3
Introduction
7
Overview
7
Supported Definity Switches
8
Supported CMS Platform Combinations
8
Required and Optional Software
9
Special Upgrade Considerations
10
General Roles and Responsibilities
10
Customer-Specific Roles and Responsibilities
11
Centrevu CMS Helplines
12
Customer Support for U.S. and Canada
12
Customer and Technician Support Outside of U.S. and Canada
12
Technician Support for U.S. and Canada
12
Connecting HA Servers to the Switch
13
Overview
13
Server Switch-Over Options
13
Basic Configuration Rules
14
Connecting Blocks
15
Planning for LAN Switch Links
15
Connecting to the Definity Switch
17
Overview
17
LAN Connectivity Options
17
Ethernet Ports on a CMS Computer
17
Upgrading CMS to the High Availability Option
21
Overview
21
HA Upgrade Scenarios
21
Overview of the HA Upgrade Procedure
23
Verifying the Tape Drive on an Enterprise 3000 Server
26
Tape Verification Procedure
26
Performing a CMSADM Backup
27
Overview
27
Prerequisites
27
Procedure
28
Performing a Full Maintenance Backup
31
Performing a Maintenance Backup (Administration Data Only)
32
Procedure
32
Setting up CMS on an HA Server
34
Overview
34
Prerequisites
34
Setting Authorizations
35
Setting up Data Storage Parameters
41
Setting up a LAN for Switch Connections
44
Setting up the CMS Application
47
Installing Feature Packages
66
Installing the Forecasting Package
66
Installing the External Call History Package
70
Setting up the Remote Console
76
Overview
76
Platform Considerations
76
Administering the Remote Console Port
76
Redirecting the Remote Console Port to the Modem
77
Setting up the Alarm Originator
79
Setting up the NTS
79
Configuring the NTS
79
Creating an Alternate Boot Device for Mirrored Systems
84
Migrating CMS System Administration Data to the New Server
84
Procedure
84
Checking the Archive Interval
86
Administering the Switch
87
Performing an Incremental Maintenance Backup
87
Procedure
87
Upgrade the Original CMS Server
88
Migrating CMS Historical Data to the New HA Server
89
Migrating Administration Data Back Onto the Original Server
90
Migrate the Administration Data
90
Lucent Technologies CentreVu User Manual (70 pages)
Call Management System Release 3 Version 8 High Availability
Brand:
Lucent Technologies
| Category:
Software
| Size: 0 MB
Table of Contents
Table of Contents
3
Preface
7
Overview
7
Organization
7
Scope
7
Conventions
8
If You Have a Problem
8
Related Documents
8
Provide Information
9
1 : Introduction
11
Overview
11
HA Server Switch-Over after a Failure Event
11
Dual ACD Links
13
Hardware Platforms
14
R3V8 Feature Enhancements
14
Increased Data Availability
15
2 : Primary and Secondary CMS Servers
17
Primary Versus Secondary CMS Servers
17
CMS HA Server Maintenance
18
CMS Recovery Kit
19
Purpose
19
Recovery Kit Contents
19
Recovery Kit Software Components
19
Connectivity Considerations for CMS Server Switch-Overs
20
Admin Operations that Are Auto-Synchronized by the Switch
21
Admin Operations that Require Manual Synchronization
21
Admin Operations Synchronized by Backups and Restores
23
Operations that Require Data Collection to be Turned off
24
3 : User Scenarios
25
Agent Trace - Modification
25
Base Load Upgrades with High Availability
25
Call Work Codes
26
Change Agent Skills
26
Custom Reports
26
Designer Reports
27
Dictionary Changes
28
Exceptions
31
External Call History - Turning on and off
32
Forecast Data Storage Allocation Administration
33
Forecasting Report Data, Administration
33
Main Menu Additions
34
Printers
34
Scripting
34
Shortcuts
34
Split/Skill Call Profile Setup
35
Synchronizing the CMS Servers after Turning
36
Data Collection On/Off
36
Timetables - Running Only on the Primary Server
40
Timetables - Running on both Primary and Secondary Servers
41
Timetables - Global Edits to Change Server Ownership
42
Users - Adding or Modifying
44
Users - Removing
44
Users - Setting User Passwords
45
VDN Call Profile Administration
45
Visual Vectors - Vector Changes
46
Lucent Technologies CentreVu User Manual (49 pages)
Call Management System Release 3 Version 8 External Call History Interface
Brand:
Lucent Technologies
| Category:
Software
| Size: 0 MB
Table of Contents
Table of Contents
5
Introduction
7
Overview
7
Call Record File Format
8
Introduction
8
Data Characteristics
8
File Name Format
8
File Header
8
Call Record Header
9
Record Field Format
9
Sample Call Scenario and Corresponding Call Records
18
Setup Information
26
Introduction
26
Customer Responsibilities
26
Installing the External Call History Interface Feature
26
Ports
27
Installation Procedure
27
Turn ECHI on or off
36
Assigning Ports on the Sun Computer
39
Connecting the Centrevu CMS Computer to the Receiving Computer
43
Selecting and Setting up the Receiving Computer
44
Setting up Uucp Software on a Windows Computer
46
Lucent Technologies CentreVu User Manual (6 pages)
Call Management System, Release 3 Version 8 Alarm Origination Manager
Brand:
Lucent Technologies
| Category:
Software
| Size: 0 MB
Table of Contents
Introduction
3
Administering AOM
3
Administering AOM
4
How AOM Works
5
Receiving and Resolving Active Alarms
5
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