Lucent Technologies CentreVu Explorer II Manuals

Manuals and User Guides for Lucent Technologies CentreVu Explorer II. We have 2 Lucent Technologies CentreVu Explorer II manuals available for free PDF download: User Manual, Installation Manual

Lucent Technologies CentreVu Explorer II User Manual

Lucent Technologies CentreVu Explorer II User Manual (274 pages)

Version 1.0

Brand: Lucent Technologies | Category: Software | Size: 2 MB

Table of Contents

User Guide
1
Table of Contents
5
Overview
11
- Audience
  12
What Is Centrevu® Explorer II
13
- High-Level Description
  14
- Benefits of Centrevu Explorer II
  15
Why Use Centrevu Explorer II
16
Overview of New Features
17
- Conditional Queries
  18
- Query Capabilities
  18
- Group by Parenthesis ( )-An Example
  19
- Call Level Queries
  20
- Custom Query Builder
  20
- Generic Field Queries
  21
- Time of Day and Day of Week Queries
  21
- Agent in Focus Queries
  23
- Explorer Classic Queries
  23
- Query Types
  23
- Standard Queries
  23
- User-Defined Queries
  23
- Cradle-To-Grave Reporting Queries
  24
- Custom Query Builder Queries
  24
Overview of Functionality
25
- Background Information
  25
How Centrevu Explorer II Works-The User Interface
26
- Login
  27
- Main Screen
  30
Setting up Centrevu Explorer II
31
Query and Reporting Frames
33
Navigation Frame

34
Element Selection Frame

35
- Selecting Agent Information
  36
- Selecting Caller Information
  38
Search Criteria Frame

40
- Selecting Search Criteria Information
  41
- Displaying or Modifying Results
  43
- Window Viewing and Sizing
  44
- Frames and Browser Windows
  45
- Types of Help
  46
  - Glossary
    48
  - Help Topics
    50
  - About
    52
  - Logging out
    53
  - Logout or Exit
    53
  - Exiting the Application
    54
- A Quick Start to Centrevu Explorer II
  56
Administration

57
- Overview
  57
- Accessing Administration Program
  58
- Administering Elements
  59
  - Agent Name-Example
    62
- Administering Synonyms
  64
  - Agent Name Expires-Example
    64
  - Promoting Queries
    65
  - Login Accounts
    69
    
    Administering Login Names
    70
    
    Add Login Names
    73
    
    Modify Login Names
    76
    
    Delete an Account
    79
  - Change the Password
    80
Explorer Classic

83
- Overview
  83
- Using Explorer Classic
  84
  - Accessing Explorer Classic
    85
  - Administering Set Session Display
    86
  - Selecting Elements
    88
  - Selecting Search Criteria
    89
  - Viewing Results
    90
  - Saving the Query
    91
  - Agent in Focus Queries
    93
Agent in Focus Queries

94
- Using Agent in Focus Queries
  95
- Accessing Agent in Focus Queries
  96
- Agent On-Hold Report
  97
- Transferred Call Report
  100
- After Call Work Report
  102
- Conferenced Calls Report
  104
- Customer/Calling Party Report
  106
- Application/Vdn Report
  108
  - Information Indicator Report
    110
  - Assistance Requested Report
    112
  - Service Observed Report
    114
  - Originating Reason Report
    116
  - Agent-To-Agent Report
    118
  - Direct Agent Queued
    120
  - Malicious Call
    122
  - Audio Problems
    124
Custom Query Builder

127
- Overview
  127
- Custom Query Builder Overview
  128
- Using Custom Query Builder
  129
  - Determining the Need for Java Plug-In
    129
  - Checking for a Non-Conforming Browser
    129
  - Loading Java Plug-In (Optional)
    130
  - Installing the Java Plug-In on Your PC
    132
  - Accessing Custom Query Builder
    137
  - Setting up User-Defined Queries
    138
  - Building Queries
    140
  - Display Fields Tab
    142
  - Criteria Fields Tab
    144
  - Format Criteria Tab
    146
Standard and User-Defined Queries

151
Sample Queries

157
- Overview
  157
- Sample Queries
  158
Query Results

165
- Overview
  165
  - Exporting to a File
    166
- Printing Query Results
  169
- Cradle-To-Grave Report Analysis
  174
  - Call Information
    175
  - Call Handling
    177
- Multi-Segment Cradle-To-Grave Analysis
  179
Appendix

181
- Overview
  181
  - Abandoned from Hold (HOLDABN
    182
  - Automatic Call Distribution (ACD
    183
  - After Call Work Time (ACWTIME
    184
  - Agent Released (AGT_RELEASED
    185
  - Agent Talk Time (TALKTIME
    186
  - Answering Agent (AGENT_NAME
    187
  - Answering Disposition (DISPOSITION
    188
  - Answering Reason Code (ANSREASON
    189
  - Answering Split (DISPSPLIT
    190
  - Answering VDN (DISPVDN
    191
  - Answering Vector (DISPIVECTOR
    192
  - Assistance Requested (ASSIST
    193
  - Audio Problem (AUDIO
    194
  - Call ID (CALLID
    195
  - Caller Abandoned (DISPOSITION=3
    196
  - Caller-On-Hold Time (ANSHOLDTIME
    197
  - Calling Party (CALLING_PTY
    198
  - Call Work Code (LASTCWC
    199
  - Customer Info (LASTDIGITS
    200
  - Collected Digits (LASTDIGITS
    201
  - Conference Call (CONFERENCE
    202
  - Dialed Number (DIALED_NUM
    203
  - Direct Agent Queued (DA_QUEUED
    204
  - Duration (DURATION
    205
  - Equipment Location (EQLOC
    206
  - First VDN (FIRSTVDN
    207
  - First Vector (FIRSTIVECTOR
    208
  - Forced Busy Calls (DISPOSITION=5
    209
  - Forced Disconnect Calls (DISPOSITION=6
    210
  - Digits (CALLING_II
    211
  - Interflowed (DISPOSITION=4
    213
  - In-Queue Wait Time (DISPTIME
    214
  - Last Observer (LASTOBSERVER
    215
  - Malicious Call (MALICIOUS
    216
  - Net in Time (NETINTIME
    217
  - Observed Call (OBSERVINGCALL
    218
  - Originating Hold Time (ORIGHOLDTIME
    219
  - Originating Login Name (ORIGLOGIN
    220
- Originating Reason Code (ORIGREASON
  221
- Priority Answered (DISPPRIORITY
  222
- Segment Number (SEGMENT
  223
- Stroke Tally (EVENT1-9
  224
- Times Held (HELD
  225
- Transferred Call (TRANSFERRED
  226
- Trunk Group Used (TKGRP
  227
- Universal Call ID (UCID
  228
- 1 St Split/Skill Queued to (SPLIT1
  
  229
- 2 Nd Split/Skill Queued to (SPLIT2
  
  230
- 3 Rd Split/Skill Queued to (SPLIT3
  
  231
Glossary

233
Index

272

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Lucent Technologies CentreVu Explorer II Installation Manual

Lucent Technologies CentreVu Explorer II Installation Manual (176 pages)

Version 1.0 Installation for Windows NT

Brand: Lucent Technologies | Category: Software | Size: 1 MB

Table of Contents

Table of Contents
3
Introduction

7
- What Is Centrevu® Explorer II
  7
  - Purpose
    8
  - Background
    9
  - New Features
    10
  - Audience
    11
  - System Overview
    11
  - Network Diagram
    12
- Installation Checklist
  14
  - Pre-Installation
    14
  - Installation
    15
- Installation Dependencies
  16
  - Ecs/Switch Requirements
    16
  - Centrevu CMS Requirements
    16
  - External Call History Interface (ECHI) Overview
    16
  - Customer Responsibilities
    17
  - Server Requirements and Recommendations
    18
  - Processor Requirements
    18
  - Performance Requirements
    19
  - Hard Disk Drives
    20
  - Remote Access
    21
  - System Software Configuration
    21
  - Co-Residency Issues
    21
  - Disk Storage Requirements
    22
  - Optional Recommendations
    23
  - Network Connectivity
    25
  - Client Requirements and Recommendations
    26
- Installation Information Chart
  27
- Centrevu Explorer II Installation Preparation
  28
- Obtaining a Centrevu Explorer II License
  36
Installing and Uninstalling the Software

39
Upgrading to Centrevu Explorer II Software

69
- Overview
  69
  - Upgrading to SQL Server 7.0
    70
- Upgrading the Centrevu Explorer II Software
  71
  - Creating the Centrevu Explorer II Database
    78
  - Converting Centrevu Explorer 1.X Data
    83
Maintenance

85
- Overview
  85
- Backing up SQL Server Database
  86
- Checking for Security
  87
  - Logins and Passwords Stored in the Database
    87
- Administration Utilities
  88
- Database Administration
  95
Troubleshooting

107
- Overview
  107
  - Purpose
    107
  - Who to Contact
    107
- Getting Technical Support
  109
  - Lucent TSO Responsibilities
    110
  - Customer Responsibilities
    110
  - Process to Get Support
    111
- General Troubleshooting Tips
  112
  - Setting up the Java Plug-In
    112
  - Checking the Corrupt Folder
    113
  - Monitoring System Performance
    114
  - Configuring Centrevu Explorer II Log File
    116
- Troubleshooting and Maintenance Routines
  119
  - Expanding the Database
    119
  - Clearing out the Transaction Log
    119
  - Expanding the Tempdb File
    120
- Troubleshooting Tips for Windows NT
  121
  - Windows NT Event Log Error Messages Types
    121
  - Installation Error Messages
    121
  - Java Web Server Error Messages
    123
  - Data Import Service Messages
    125
  - Open Database Connection (ODBC)
    126
  - Error Messages
    126
  - Database (DB)-Library Error Messages
    126
  - Log-In Error Messages
    127
  - Service Affecting Automated Procedures
    127
    
    Data Import
    127
  - Database Maintenance Procedures
    128
Appendix

129
- Windows NT Server Connection Assistance
  129
  - Establishing Server Network Connection
    130
    
    Hardware
    130
    
    Software
    130
    
    Centrevu Explorer II Server Identification
    131
    
    Centrevu Explorer II Protocol Assignment
    132
Glossary

137
Index

169

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