Lucent Technologies CentreVu CMS Administration User Manual Download Page 150 | Manualshive

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Task: administering call center agents

CentreVu CMS Administration

6-2

•

To view a list of agents traced, you need read permission for the
Agent Administration command.

•

To run a Split Members report, you need read permission for the
Agent Administration command and for all splits affected by the
report.

Use the procedures that follow to administer call center agents. These
procedures include instructions for administering agents with and
without Expert Agent Selection (EAS) and Call Vectoring purchased
and enabled.

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Summary of Contents for CentreVu CMS Administration

Page 1: ...585 210 910 Comcode 108501743 Issue 1 November 1999 CentreVu CMS Administration...

Page 2: ...The system manager is also responsible for reading all installation instruction and system administration documents provided with this product in order to fully understand the features that can intro...

Page 3: ...ting CentreVu Supervisor Using the controller window before you log into the server 2 2 Using the controller window after you log into the server 2 4 Using the features common to all CentreVu Supervis...

Page 4: ...Task reference 4 7 Chapter 5 Task automating your activities with scripting Using Save as Script 5 2 Scripting reports 5 6 Scripting the export of report output 5 8 Scripting a report saved as HTML 5...

Page 5: ...n menu addition access 9 15 Viewing assigning deleting or changing split skill access 9 17 Viewing assigning deleting or changing trunk group access 9 20 Viewing assigning deleting or changing vector...

Page 6: ...2 10 Restore files in Solaris 12 11 Chapter 13 Task using timetables and shortcuts Creating and scheduling a timetable 13 3 Creating a timetable without scheduling it 13 6 Copying a timetable 13 9 Del...

Page 7: ...S functionality of CentreVu CMS If you are implementing CentreVu CMS R3V8 for the first time you may have DEFINITY ECS Release 8 If you are upgrading from an earlier version of CentreVu CMS you may ha...

Page 8: ...n product Use this overview map to find the information you need to administer your CentreVu CMS call center To learn about See this task Accessing and using CentreVu CMS Startup and exit The CentreVu...

Page 9: ...references viewing trunk group assignments changing VDN call profiles and other call center activities Administering your call center To learn about See this task Defining agents split skill trunk gro...

Page 10: ...eports585 215 822 CentreVu CMS R3V5 Forecast585 215 825 CentreVu Supervisor Release 8 Reports 585 210 929 CentreVu CMS R3V8 Open Database Connectivity585 210 911 Lucent Call Center Release 8 Change De...

Page 11: ...gies Publications Center 2855 N Franklin Road Indianapolis IN 46219 US Order Document 585 210 910 Comcode 108501743 Issue 1 December 1999 For additional documents see Related Documentation in About th...

Page 12: ...About this information product CentreVu CMS Administration xii...

Page 13: ...will find the following procedures Starting CentreVu Supervisor on Windows 98 or NT Logging into CentreVu CMS Adding new servers Choosing or changing your password Closing CentreVu Supervisor windows...

Page 14: ...ing CentreVu Supervisor on Windows 98 or NT Steps 1 Click Start on the toolbar 2 Select Programs on the Start menu 3 Click the Lucent CentreVu Supervisor program group 4 Click CentreVu Supervisor your...

Page 15: ...er of the following ways Note that you are limited to one instance of a login ID per server Automatic login Opens an input window in which you type your login ID and password When you click OK the con...

Page 16: ...field and type your CentreVu CMS password If the Confirm Password window opens your password has expired Follow the prompts and type a new password 4 Click OK A message tells you that CentreVu Supervi...

Page 17: ...ect Connect CentreVu CMS Servers 2 Select Manual Login and click OK 3 Select Login on the Connect menu or click Login on the toolbar The Manual Login input window opens 4 At the login prompt type your...

Page 18: ...ut Terminal Type prompt confirm that the terminal type is FYVXS If the terminal type does not default to FYVXS retype FYVXS E N D O F S T E P S Result The controllerwindow opens This is how the contro...

Page 19: ...art a connection with a server 1 On the Connect menu select CentreVu CMS Servers The Options window opens 2 Click New to add a CentreVu CMS server Properties to change a connection to a CentreVu CMS s...

Page 20: ...wrong version of CentreVu CMS you get an error message You will have to re log in If you select Then Click New The Server Properties window opens you specify parameters for a new server in this window...

Page 21: ...password See Task learning and using Solaris for the steps to do this To choose a valid password Steps 1 Choose a password with at least six characters 2 Choose a password with at least one number or...

Page 22: ...ows Steps To close CentreVu Supervisor windows do one of the following Use any of the standard Windows methods Click Exit on the Connect menu Exit closes all windows and quits CentreVu Supervisor Impo...

Page 23: ...into the server Select Logout or Exit on the toolbar Select Exit on the Connect menu Results If you Then you see this message Click Select Logout from the Connect menu or click Logout Are you sure yo...

Page 24: ...reVu Supervisor select Exit on the Command menu or click Exit on the toolbar Important If you try to exit CentreVu Supervisor before logging out of the CentreVu CMS server you will see the message You...

Page 25: ...communicate with terminals and printers to log errors and to execute processes CentreVu CMS works with the INFORMIX database management system which provides an interface to the CentreVu CMS historic...

Page 26: ...calls to the right agent on the first try When you use the ACD queuing and the vector Queue to and Check commands a call routes to an agent that has the skills to handle that call With EAS call distri...

Page 27: ...ODBC Open Database Connectivity ODBC is an optional CentreVu CMS feature that enables you to access data in the CentreVu CMS database for use in other software applications such as a spreadsheet prog...

Page 28: ...the background you may need additional memory to maintain acceptable performance An SVGA monitor and graphics adapter that supports at least 16 bit color and can be set to a graphics resolution of at...

Page 29: ...1 Software Supplement CD ROM Solaris Online DiskSuite 4 2 Solaris Easy Access Server CD ROM INFORMIX SE 7 22 UC2 CD ROM INFORMIX ILS 2 11 CD ROM CMS Supplemental Services CD ROM INFORMIX Runtime ESQL...

Page 30: ...ith the following releases of Lucent Technologies switches DEFINITY Communications System Generic 3 Version 2 load 71 and later DEFINITY Communications System Generic 3 Version 3 DEFINITY Communicatio...

Page 31: ...inals may not work correctly Approved terminals The following terminals are approved for use with CentreVu CMS 605MT monochrome 615MT monochrome 615CMT color 620MTG multitasking graphics 705MT monochr...

Page 32: ...installation one printer is identified as the default printer and must be administered via Commands SLK When you send a CentreVu CMS print request the print job is normally routed to the default prin...

Page 33: ...ort services Helpline and training Lucent Technologies offers Helpline support tailored to the specific needs of your company and your CentreVu CMS system To further enhance the value of your CentreVu...

Page 34: ...ntreVu Call Management System R3V8 problem and be prepared to give the following information Your full name your organization and a phone number where a Lucent Technologies representative can contact...

Page 35: ...offers Document 300 can be found at http training gbcset lucent com select Customer Training On Line Materials Summary of Training Seats Document 300 Use price element codes PECs only if you are enro...

Page 36: ...Task startup and exit CentreVu CMS Administration Task reference CentreVu CMS training classes 1 24...

Page 37: ...r window before you log into the server Using the controller window after you log into the server Using the features common to all CentreVu Supervisor windows Using the selector windows Using the inpu...

Page 38: ...ing what that button does the status bar at the bottom of the window also shows the description when your cursor is on the toolbar button 3 From the menu bar access the Connect Tools and Help menus 4...

Page 39: ...een light if you are logged into the server and a gray light if you are not logged into the server 8 From the Help menu click Contents to access the Help Topics window and the CentreVu Supervisor tabl...

Page 40: ...eps 1 From the Connect menu select Logout to log off the server at any time or select Exit to see a logout prompt and then click Yes to close CentreVu Supervisor 2 From the Commands menu select Report...

Page 41: ...to the toolbar select Remove Button to remove a button from the toolbar select CMS System Setup to open the CMS System Setup selector window select Maintenance to open the Maintenance selector window...

Page 42: ...dow Dictionary Open the Dictionary selector window Exceptions Open the Exceptions selector window Agent Administration Open the Agent Administration selector window Call Center Administration Open the...

Page 43: ...to an ACD is down the icon is crossed out If the CentreVu CMS server is connected to the ACD via a TCP IP connection and the connection is in a transient state the icon changes to a straight line if y...

Page 44: ...e trying to add is in the database this message also displays when you try to add a range of items some of which exist and some of which do not the ones that do not exist are added to the database and...

Page 45: ...ou have open then select a window on the list to make it the current window 2 Double click the system tray icon to make the controller the current window or to bring another window to the front Severa...

Page 46: ...Operations tab and a Reports tab The exceptions are the Commands Reports selector window which has Real Time Historical and Integrated tabs and the Tools Options window which has General Report Color...

Page 47: ...t a folder tab to bring the window you want to the front then use the up and down arrow keys or your mouse to highlight the item for which you want to open an input or reports window and click OK or c...

Page 48: ...ick the down arrow at the right of the input field or click the Browse button at the far right of the input field to see the valid entries for the input field Use the History list to see information t...

Page 49: ...puts Browse button Browse valid inputs Current ACD View the ACD that your inputs apply to Select this To do this Add Add your inputs to the database Cancel Cancel your inputs Copy Group Create Create...

Page 50: ...nonym field except in the Dictionary For example in a report input window having a Split s Skill s field you can type a list of splits skills or a range of numeric splits skills but you cannot type 6D...

Page 51: ...at are labeled with s for example Split s A question mark matches a single character in the search pattern So if you type DF in a field the resulting matches would be items in the CentreVu CMS databas...

Page 52: ...ps If your input is for a single value such as a split skill vector agent VDN trunk or trunk group do the following 1 From an input window select Browse A single value browse window like the one below...

Page 53: ...names of the entities you want You can select the entities individually or select a range To select a range 1 Select the Range of option 2 In the First input field type a beginning entity number for t...

Page 54: ...cted list for input Click Remove to delete a choice from the Selected list and return it to the Available list 4 Click OK E N D O F S T E P S Results The entities you highlighted in the Choices field...

Page 55: ...ervers you have a history list for each CentreVu CMS Steps 1 Open an input window For instance from the controller window select the Dictionary selector window and then select Call Work Codes on the o...

Page 56: ...Navigating CentreVu Supervisor CentreVu CMS Administration Task reference 2 20 Task reference Map of the CentreVu Supervisor user interface...

Page 57: ...g adding or changing announcement synonyms Viewing adding deleting or changing AUX reason code names Viewing adding or creating calculations Viewing adding deleting or changing call work codes Adding...

Page 58: ...characters except the semicolon backslash grave accent tilde double quotes pipe asterisk and question mark Names must be unique within each section of the Dictionary For example you can name trunk gro...

Page 59: ...calculations you must have read permission for the Dictionary command To change or create a new calculation you need write permission for the Dictionary command To view call work code names you need r...

Page 60: ...e Dictionary command and for the appropriate split skill To add delete or change a split or skill name you need write permission for the Dictionary command and the appropriate split or skill To view t...

Page 61: ...Dictionary command and for the specific vectors whose names you want to see To add delete or change a vector name you need write permission for the Dictionary command and for the appropriate vector T...

Page 62: ...name for ACD 3 This change does not appear on the changed ACDs window border until you open a new window You can only change ACDs in the selector window or during a backup Note that if you change ACD...

Page 63: ...orresponds with the name you entered in the ACD Name field 5 In the Description box type descriptive information about the ACD 6 On the Actions menu select Add to add your changes to the Dictionary E...

Page 64: ...oup for employees with special skills Steps To create an agent group 1 From the controller window select Commands Dictionary or select Dictionary on the toolbar The Dictionary selector window opens 2...

Page 65: ...mmands Dictionary or select Dictionary on the toolbar The Dictionary selector window opens 2 In the ACD field select the arrow for the drop down menu then select the ACD for which you want to copy the...

Page 66: ...e reports on the groups you create With these reports you can compare agents in a group to each other or compare one whole group with other groups If you add or change agent groups while displaying th...

Page 67: ...agent to a new or existing agent group Steps To list and view all agents in an agent group 1 From the controller window choose Commands Dictionary or select Dictionary on the toolbar The Dictionary s...

Page 68: ...Actions menu or on the toolbar The Agent Groups List All window opens showing the list of all agents in the agent group you chose in Step 3 6 When you are done viewing the agents close the window E N...

Page 69: ...input window opens 3 In the Agent group name box type the name of the agent group to which you want to add agents 4 Select Get Contents on the Actions menu or on the toolbar The Agent Groups Get Cont...

Page 70: ...om the controller window select Commands Dictionary or select Dictionary on the toolbar The Dictionary selector window opens 2 Select Operations Agent Groups The Agent Groups input window opens 3 In t...

Page 71: ...listing adding or deleting agents in an agent group 3 15 5 In the Login IDs field type the agent login IDs you want to delete from this agent group 6 Select Delete on the Actions menu or select Delete...

Page 72: ...rds in reports dealing with agents These words such as ACD ACW or AUX describe the value of the data Strings are changed to the values you administer when they display as data in a report The report h...

Page 73: ...window opens 3 To change any of the work mode default names type the new descriptive word in the appropriate work mode field Agents can be in any one of the following work modes ACD the agent is on an...

Page 74: ...GING an ACD call is ringing at the agent s voice terminal and the agent is not doing anything else UNKNOWN CentreVu CMS does not recognize the current state UNSTAFF the agent is not logged in is not s...

Page 75: ...he call origination default names type the new descriptive word next to PHONE or KEYBOARD Agents can be on either of the following types of outbound calls PHONE the agent dialed an outbound call using...

Page 76: ...handling preference E N D O F S T E P S Reference If you assign values that are longer than 20 characters the values are truncated when they are displayed on those reports You can however create a sim...

Page 77: ...must be unique Multiple values are not allowed for announcement names or numbers Steps 1 From the controller window select Commands Dictionary or select Dictionary on the toolbar The Dictionary selec...

Page 78: ...CentreVu CMS Administration Viewing adding or changing announcement synonyms 3 22 5 In the Description field type the descriptive information for the announcements 6 On the Actions menu select Add to...

Page 79: ...iated with your AUX reason codes to appear in the AUX Reasons Code standard real time and historical reports Prerequisites Note that AUX reason codes are single digits zero through nine AUX reason cod...

Page 80: ...indow opens 3 In the AUX Reason Code name field type the name for the AUX reason code 4 In the AUX Reason Code field type the one digit AUX reason code number between zero and nine 5 In the Descriptio...

Page 81: ...estarting a report for more information Interval daily weekly and monthly historical reports are available for AUX reason codes The AUX reason code names are used in standard reports If you make any c...

Page 82: ...bed calculations within calculations to more than three levels deep You cannot delete standard calculations Identify your own calculations in all lowercase letters to distinguish them from the standar...

Page 83: ...istinguish it from standard calculations 4 In the Calculation field type the formula for the calculation For example the formula for the agent calculation Average ACD Talk Time is ACDTIME ACDCALLS Cal...

Page 84: ...s to the Dictionary E N D O F S T E P S Reference You can script the Calculations window and schedule the script See Task automating your activities with scripting for more information The standard Ce...

Page 85: ...e Viewing adding or deleting call work codes in Task administering your call center for more information Call work code names can be no longer than nine digits Steps 1 From the controller window selec...

Page 86: ...that summary data can be collected The default name for call work code 0 is Unadministered codes You can change this name Daily weekly and monthly historical reports are available for call work codes...

Page 87: ...n CentreVu CMS when it is first installed Steps 1 From the controller window select Commands Dictionary or select Dictionary on the toolbar The Dictionary selector window opens 2 Select Operations Con...

Page 88: ...ges to the Dictionary E N D O F S T E P S Reference Use constants only in designer or custom reports You can script the Constants window and schedule the script See Task automating your activities wit...

Page 89: ...ange or delete your own database items Prerequisites You must first create the table in the database before you create a custom database item Steps 1 From the controller window select Commands Diction...

Page 90: ...S T E P S Reference If you try to run a designer or custom report that uses a database item you have not added to the Dictionary you will get an error message You can script the Custom Items window an...

Page 91: ...opens 2 Select Operations Generic String Values The Generic String Values input window opens 3 To change the Generic Value for each ACD type a character for YES or NO or both in the Generic Value fiel...

Page 92: ...roup or ACD names database items calculations or agent names Steps 1 From the controller window select Commands Dictionary or select Dictionary on the toolbar The Dictionary selector window opens 2 Se...

Page 93: ...Global search output window results Field Field contents Value matched Displays the matches for your pattern Field matched Displays the name of the field in the Dictionary that corresponds to value ma...

Page 94: ...o not have location IDs associated with them because they operate independently of locations Prerequisites Only the numbers one to 44 can be used for location IDs Steps 1 From the controller window se...

Page 95: ...Find One operations in this window 6 On the Actions menu select Add to add your changes to the Dictionary E N D O F S T E P S Reference You can script the Location ID window and schedule the script S...

Page 96: ...agent names can be truncated Prerequisites Note that The CentreVu CMS Dictionary listings are sorted alphabetically collating sequence based on the first character you input in the Agent name field Fo...

Page 97: ...eric 3 without EAS can be a number with one to nine digits for example 1 1 digit logins 423 3 digit logins 1234567 7 digit logins 999 999 999 9 digit logins 4 In the Agent Name field type the name of...

Page 98: ...agent names display on reports If you make additions or changes to login IDs you must exit the report and then rerun the report to see the new agent names See Task running printing exiting and restart...

Page 99: ...standard agent login logout and agent trace historical reports Prerequisites Note that Logout reason codes are single digits zero through nine A zero is used when the system logs an agent out or if t...

Page 100: ...a number between zero and nine that corresponds to the name you typed in the Logout Reason Code name field 5 In the Description field type the description for this logout reason code 6 To view the lo...

Page 101: ...the agent login logout and agent trace historical reports If you make changes to logout reason code names you must exit the report and rerun it to see the new name See Task running printing exiting a...

Page 102: ...plit or skill names and skill state names to meet the needs of your call center Prerequisites If you assign values that are longer than the field lengths allowed on standard reports the values are tru...

Page 103: ...y in the split skill call profile report both real time and historical To change the default values type YES in the Period Changed field if you changed the time periods or NO if you did not change the...

Page 104: ...thresholds The default value is OVRLD2 E N D O F S T E P S Reference Any change you make here affects what you see in the corresponding fields in the split skill call profile report and in the split...

Page 105: ...ustomer Service and Wholesale assign those names to the splits that handle those areas of the business Or if you want skills in your system to be divided by language such as French Spanish and German...

Page 106: ...plit or skill number that corresponds to the name you typed in the Split Skill name field 5 In the Description field type descriptive information for this split or skill 6 On the Actions menu select A...

Page 107: ...mes you assign display in the exceptions text If you change a split or skill name the new name displays in the exception text for all exceptions logged after the change See Task administering exceptio...

Page 108: ...t you can view the standard information about each database item the description for that item and the tables in which the item appears You can use pattern searching in any field in the window Here is...

Page 109: ...of the item 5 In the Table field limit the search for a database item to a single table If you leave this field blank all database items are searched 6 On the Actions menu select Add to add your chan...

Page 110: ...character a variation of an associated split or skill name or any other name that reflects the configuration of your trunk groups splits or skills and ACDs When naming trunk groups you may want to be...

Page 111: ...ference When you assign a trunk group name that name displays on all trunk group windows and trunk group reports real time and historical If you make additions or changes to trunk group names you must...

Page 112: ...or QUEUED on trunk reports These words display in report data fields they do not display as headings You can change the default values to any values that meet the needs of your call center If you do n...

Page 113: ...o any of the following IDLE the trunk is waiting for a call SEIZED a call is holding the trunk either incoming or outgoing QUEUED an ACD call has seized the trunk and is queued to a split or skill wai...

Page 114: ...ault names type the new descriptive name next to YES or NO YES the call occupying the trunk has priority entering the trunk NO the call occupying the trunk does not have priority entering the split Th...

Page 115: ...k is on an incoming call OUT the trunk is on an outbound call 8 To change the all trunks busy default names type the new descriptive word next to YES or NO YES all trunks in the trunk group are busy i...

Page 116: ...usy Nat Accts The trunk groups assigned to the VDN for example WATS 800 331 1111 Select Find one or List all to list the VDNs that have already been assigned names To get a list of VDNs that you can n...

Page 117: ...of the VDN 6 On the Actions menu select Add to add your changes to the Dictionary E N D O F S T E P S Reference If you assign names to VDNs on the switch you may want to assign the same names in Centr...

Page 118: ...VDN the VDN name you assign displays in the exceptions text In addition if you change a VDN name the new name displays in the exception text for all exceptions logged after the change See Task adminis...

Page 119: ...following The vector s purpose for example sales or customer service The VDNs assigned to the vector for example vdn2001 vdn3001 and vdn4001 The splits or skills to which the vector sends calls for e...

Page 120: ...n if the steps in the vector have not been defined The number of available vectors depends on your switch type When you assign a vector name that name displays in all reports real time and historical...

Page 121: ...t sections of the Dictionary You can have sections of the Dictionary printed sent to a file or displayed Steps To display or print a report on one of the Dictionary items listed on the Reports tab 1 F...

Page 122: ...hich you want a report A report input window opens 4 Under Destination select View Reports on screen or Print Report on To send the report to your screen or to the default printer select OK To send th...

Page 123: ...hange any other printer parameters such as Orientation Paper or Network if you want Select Options to select more printer parameters or select OK to save your changes 7 On the Actions menu select Add...

Page 124: ...t to run the report The name must first be assigned in the Dictionary 3 Type the information requested 4 Select the information from the list of previously used items 5 Select Browse to view all avail...

Page 125: ...4 Task running printing exiting and restarting a report Overview Purpose In this task you will find the following procedures Running a report Printing a report Setting up a report page Exiting and res...

Page 126: ...eport 4 2 Running a report Steps 1 From the Reports selector window select the report type on the Reports menu 2 Select the ACD and select OK The Reports input window opens The input fields vary accor...

Page 127: ...indow select the report type on the Reports menu 2 Select the ACD and click the OK button The Reports input window opens The input fields vary according to the report type 3 Select Print Setup The Pri...

Page 128: ...the Reports selector window select the report type on the Reports menu 2 Select the ACD and select OK The Reports input window opens The input fields vary according to the report type 3 Make your inpu...

Page 129: ...ting exiting and restarting a report CentreVu CMS Administration Setting up a report page 4 5 5 In the Page Setup window set the Margin Page Numbers and Box Around Tables report grids and select OK E...

Page 130: ...ps to exit a report From the controller window do one of the following Double click System Select Close on the System menu Select Exit on the Report menu Steps to restart a report To restart a report...

Page 131: ...andard historical Standard integrated Custom real time Designer CentreVu Supervisor Custom historical Custom CentreVu CMS Exceptions Forecast available as an add on feature Configuring reports You can...

Page 132: ...reference 4 8 Printing options The margins page numbers and boxes you choose apply only to printed reports and do not affect reports displayed on the screen Margins Margins define the spaces at the e...

Page 133: ...the export of report output Scripting a report saved as HTML Scripting windows and actions Prerequisites When you create an automatic script on a PC the PC must be running when the script is schedule...

Page 134: ...as Script window opens 2 In the Save in field select the name of the folder in which the script file will be saved Select a folder on the drop down list that shows the folder hierarchy or select Crea...

Page 135: ...s available from the Report Selector window from the Reports menu and once a report is run from many Agent Administration windows The Script button is also available when you use any other CentreVu Su...

Page 136: ...of another user of the PC The User Information window designates the other user as the owner of automatic scripts You can change the permissions via the login information on the Scripting tab of the...

Page 137: ...Task automating your activities with scripting CentreVu CMS Administration Using Save as Script 5 5...

Page 138: ...or report input To create an interactive script for a report input window 1 Select the report on the appropriate tab of the selector window 2 Select Script on the Reports selector window The Save as S...

Page 139: ...opens The file type is set to Automatic but can be changed 4 Complete the Save as Script window Executing the script causes the report to run with your current inputs If the script is interactive the...

Page 140: ...rview Use these steps to create a script that exports report data to the clipboard or a specified file Steps 1 Select one of the data export items on the Edit or pop up menus on a report output window...

Page 141: ...eVu CMS Administration Scripting the export of report output 5 9 4 Save the script by following the steps under Using Save as Script Executing the script runs the report with your current inputs expor...

Page 142: ...t saved as HTML 5 10 Scripting a report saved as HTML Overview Use these steps to create a script that saves a report as an HTML file Steps 1 Select Save As HTML on the Reports menu The Save As HTML w...

Page 143: ...ntreVu CMS Administration Scripting a report saved as HTML 5 11 3 Save the script using the steps under Saving as Script Executing the script runs the report with your current inputs saves the report...

Page 144: ...l Center Administration actions An Add Modify or Delete action in Dictionary Exceptions Maintenance CentreVu CMS System Setup Agent Administration or Call Center Administration Steps to script an inpu...

Page 145: ...pt window closes and the selector window remains open E N D O F S T E P S Steps to script an action 1 Select the action on the Operations tab of the selector window 2 Complete the input window but do...

Page 146: ...5 Select OK The Save as Script window opens The file type is set to Automatic but can be changed If you select Cancel you return to the input window without saving an action 6 Complete the Save as Sc...

Page 147: ...ackground Supervisor sessions initiated by an automatic script Once a script file is created you can execute it manually like other Windows executable files and documents via any method available such...

Page 148: ...Task automating your activities with scripting CentreVu CMS Administration Task reference 5 16...

Page 149: ...port Permissions These permissions apply to administering call center agents See Task assigning user permissions for more information To start or stop an agent trace you need read write permission for...

Page 150: ...command To run a Split Members report you need read permission for the Agent Administration command and for all splits affected by the report Use the procedures that follow to administer call center...

Page 151: ...ning data collection on and off for real ACDs in Task 10 viewing and changing system setup values for more information To set the amount of agent trace data to store see Allocating storage space in Ta...

Page 152: ...agent trace 6 4 On DEFINITY ECS G3 without EAS the Agent Administration selector window looks like this 2 On the drop down ACD list select the ACD for which you are starting the agent trace 3 From th...

Page 153: ...nk select List all on the Actions menu and select On in the Agent trace field This list includes all agents in the ACD for whom agent trace is turned on 6 To see a list of all agents for whom agent tr...

Page 154: ...ies to the number of agents administered traced by one server across all ACDs It does not take into account whether or not the agents are logged in To avoid compromising performance activate only the...

Page 155: ...turned on agent trace for some agents at some time in the past Also at some time in the past agents for whom traces were activated must have logged in to create agent trace records Steps 1 Select Comm...

Page 156: ...s for whom agent trace data is available are shown 5 In the Dates field type a list or range of dates If you leave this field blank all dates for which agent trace data is available are shown E N D O...

Page 157: ...nge agent skills 1 From the controller window select Commands Agent Administration or select Agent Administration on the toolbar The Agent Administration selector window opens 2 In the ACD field selec...

Page 158: ...on the title bar The skills and skill level for the agent or template you named are shown in the Assigned Skills field and Level field respectively Skill names are shown for the skills named in the Di...

Page 159: ...To assign one or more skills select Add Skill 9 Choose from the following On DEFINITY ECS with CentreVu Advocate to set a new percent allocation select Percent and select Yes If an agent or template a...

Page 160: ...gnments and select OK The Select Extension window opens 4 On the Select Extension window type the extension number for which you want to change the split assignments or select the number from the drop...

Page 161: ...E P S Reference Changing agent skills Changing agent skills is available only for DEFINITY ECS R5 and later or for DEFINITY G3V3 or G3V4 with EAS For agents who frequently have calls on hold skill ch...

Page 162: ...Agent Skills window on a timetable see Task using timetables and shortcuts for more information When you use the timetable to change agent skills information about the status of the change is not save...

Page 163: ...tion The Agent Administration selector window opens 2 In the ACD field select the ACD for which you want to change agent skills 3 Select Operations Change Agent Skills and select OK 4 Select OK The Se...

Page 164: ...p of agents type the name or agent login ID of the template whose skills you want to apply to a group of agents Select OK The Change Agent Skills window opens with the template name and login ID on th...

Page 165: ...ng extensions between splits Steps To change one skill for multiple agents 1 From the controller window select Operations Agent Administration The Agent Administration selector window opens 2 In the A...

Page 166: ...n the two Drag the agents as many as 32 to the new skill and release the mouse button If you hold down the CTRL key while dragging and dropping the agent names the agents are added instead of moved to...

Page 167: ...ove Extensions Between Splits window opens 2 In the Split List window double click the names numbers of the splits to move extensions from to 3 Do one of the following Select one extension number drag...

Page 168: ...this window until the switch responds to your changes For DEFINITY ECS and G3V4 the move takes place immediately for agents who are in the AUX work mode available or logged out For agents who are hand...

Page 169: ...nsions between splits 6 21 For DEFINITY ECS or G3V4 agents cannot be preassigned to splits through switch administration and then moved to those splits from CentreVu CMS If agents are preassigned to s...

Page 170: ...stration Running a split members report 6 22 Running a split members report Steps 1 Select Commands Agent Administration or select Agent Administration on the toolbar The Agent Administration selector...

Page 171: ...eld type split numbers or names for which you want to run a report these must first be assigned in the Dictionary or select the splits from the Splits pull down menu See online help for the valid nume...

Page 172: ...e split has no extensions assigned to it the Extension field is blank E N D O F S T E P S Reference To use names for splits the names must first be assigned in the Dictionary See Task naming your call...

Page 173: ...ector assignments Adding deleting or changing VDN call profiles Running vector configuration reports Permissions These permissions apply to administering your call center See Task assigning user permi...

Page 174: ...the vector to which you are assigning the VDNs To view VDN assignments you need read permission for the Call Center Administration command and for the vector and VDNs To add delete or change a VDN ca...

Page 175: ...de it shows up as code 0 on the call work code report If you assign an invalid call work code exception the agent exceptions historical report shows agents who entered invalid unassigned call work cod...

Page 176: ...de using a credit card Agents use the dial pad on their voice terminal to enter call work codes You can then view this data in the call work code and call record historical reports Daily weekly and mo...

Page 177: ...who enter invalid unassigned call work codes See Task administering exceptions for more information You can script the Call Work Codes window and schedule the script See Task automating your activiti...

Page 178: ...n DEFINITY ECS Generic 3 the change takes effect immediately and can affect the processing of any call in progress in the VDN at the time of the change Steps 1 From the controller window select Comman...

Page 179: ...a list or range of VDNs whose skill preferences you want to view or change 4 To see which VDNs you can change leave the VDN s field blank and select List all on the Actions menu 5 In the Skill prefere...

Page 180: ...ich affects calls currently in vector processing and new calls You can script the Change VDN Skill Preferences window and schedule the script See Task automating your activities with scripting for mor...

Page 181: ...all calls appear in the first increment on the split skill call profile report Steps 1 From the controller window select Commands Call Center Administration or select Call Center Administration on th...

Page 182: ...ncrement represents a progressively longer wait time for the call and is used for both answered and abandoned calls This field is required 6 On the Actions menu select Add Cancel Delete or Modify E N...

Page 183: ...ocessing Trunk groups must be assigned to VDNs or splits using a switch administration tool However you can use CentreVu CMS to view trunk group assignments on the switch if you have Call Vectoring St...

Page 184: ...iew specific trunk group assignments select Find one on the Actions menu Complete the Trunk Groups field and either the VDN or the Split field 7 To display a list of trunk groups and the VDNs or split...

Page 185: ...r window opens 2 Select Operations Trunk Group Members The Trunk Group Members input window opens 3 In the Trunk Groups field type the numbers of the trunk groups you want to view The report shows the...

Page 186: ...he report lists the selected trunk groups in numerical order each trunk group s assigned name and the equipment location of each trunk in the trunk group If the trunk group does not have an assigned n...

Page 187: ...Task administering your call center CentreVu CMS Administration Running a trunk group members report 7 15 Reference You cannot create a custom report from the trunk group members report...

Page 188: ...r You cannot exit this window until the switch responds to your changes When scheduling VDN moves group all VDN moves together on one timetable or schedule them far enough apart so that one move compl...

Page 189: ...ave the input fields blank 4 In the Vector field type the number or name these must first be assigned in the Dictionary of the vector to which you want to assign the VDNs To see which vectors the VDNs...

Page 190: ...u can script the VDN Assignments window and schedule the script See Task automating your activities with scripting for more information You can schedule VDN assignment changes on a timetable This is u...

Page 191: ...to a non ACD destination abandoned or routed to another VDN or off the switch The service level increments you define for a VDN determine the increments that appear for that VDN on both the real time...

Page 192: ...center CentreVu CMS Administration Adding deleting or changing VDN call profiles 7 20 The Call Center Administration selector window opens 2 Select Operations VDN Call Profile Setup The VDN Call Prof...

Page 193: ...s field type the VDN numbers or names these must first be assigned in the Dictionary whose profile you want to add delete change or copy or select the number or names from the drop down list or click...

Page 194: ...number of seconds of the previous increment For example if the number of seconds for the previous increment is 25 you must type at least 26 seconds in the current increment This number forms a range...

Page 195: ...from a vector configuration report A JR WR YHFWRU step can cause a trunk group and or VDN to carry calls to a vector to which the carrying VDN has not been assigned Trunk groups and VDNs that carry ca...

Page 196: ...numbers or names these must first be assigned in the Dictionary of vectors you want in the report or select the numbers or names on the drop down list or click the Browse button 4 In the Destination...

Page 197: ...ts skills trunk groups VDNs or vectors In this task you will find the following procedures Changing your exceptions notification Administering agent exceptions Administering split skill exceptions Adm...

Page 198: ...on for a particular split or skill trunk group VDN or vector for the ACD If you have exceptions permission to a given entity but have no permission for Exceptions you are notified when exceptions occu...

Page 199: ...sounds to notify you of an exception You can deactivate the sound as follows Steps To change your exceptions notification 1 From the controller window select Tools Options or select Options on the to...

Page 200: ...xternal outbound exceptions are a subset of outbound exceptions If both types of exceptions are administered the limit for external outbound covers external outbound calls and the limit for outbound c...

Page 201: ...ceptions 8 5 The Agent Exceptions Administration input window opens 4 In the Split s Skill s box do one of the following Type the information Select the information on the drop down list of previously...

Page 202: ...ences any occurrences beyond this number generate an exception This field is required even if the Active check box is not selected 8 To set thresholds for each exception type follow the steps in the t...

Page 203: ...ll during auxiliary work Number of inbound AUX calls agent The total number of inbound calls an agent can receive during auxiliary work This exception cannot trigger more than once within an interval...

Page 204: ...D call Number calls transferred The maximum number of calls an agent can transfer Time ACD call spent on hold maximum The maximum time an agent can put an ACD call on hold Number ACD calls placed on h...

Page 205: ...of direct agent calls that outflow from the direct agent queue This exception cannot trigger more than once within an interval Time on external outbound ACW call maximum The maximum number of seconds...

Page 206: ...ent Exceptions Administration window because it is always enabled The exception displays as Could not be logged in on the agent exceptions report Agent entered invalid call work codes An exception peg...

Page 207: ...ptions for skills your company must have purchased EAS This feature is not needed to administer exceptions for splits Steps 1 From the controller window select Tools Commands Exceptions The Exceptions...

Page 208: ...ll exceptions 8 12 The Split Skill Exception Administration input window opens 4 In the Split s Skill s box do one of the following Type the information Select the information on the list of previousl...

Page 209: ...is field is required even if the Active check box is not selected 8 To set thresholds for each exception type follow the steps in the table below E N D O F S T E P S Exception type thresholds In this...

Page 210: ...or skill This exception cannot trigger more than once within an interval Number calls transferred The acceptable number of calls that can be transferred from this split or skill This exception cannot...

Page 211: ...west priority waits in queue before connecting to an agent Rolling Average Speed of Answer The rolling average speed of answer for the measured split skill sent to CentreVu CMS via the ASA message An...

Page 212: ...unk group exceptions Steps 1 From the controller window select Tools Commands Exceptions The Exceptions selector window opens 2 In the ACD box select the ACD for which you want to administer trunk gro...

Page 213: ...e below for instructions for completing the fields in this window E N D O F S T E P S In this field Administer this exception type Time limit For exception types that use a Time Limit set the Time Lim...

Page 214: ...e trunk more than once within an interval Time any trunk maintenance busy Exceptions per trunk group The maximum time a trunk in the trunk group can be maintenance busy CentreVu CMS checks the allowed...

Page 215: ...mber of trunks maintenance busy Exceptions per trunk group The maximum acceptable number of trunks that can be maintenance busy in the trunk group without generating an exception Since this condition...

Page 216: ...your company must have purchased Call Vectoring VDN permissions checking is disabled for exceptions administration when more than 2000 VDNs are authorized Steps 1 From the controller window select Too...

Page 217: ...dow input opens 4 To complete the VDN s box Type the information Select the information on the pull down list of previously used items Click the Browse button to view all available items for the input...

Page 218: ...exception type a 0 in this field This field is required even if the Active check box is not selected Time in Vector Shows the time that a vector takes to process each call An occurrence is counted aga...

Page 219: ...s disconnected Shows the number of calls that were disconnected by the switch GLVFRQQHFW YHFWRU command by the vector disconnect timer or because the calls reached the end of vector processing without...

Page 220: ...than once within an interval Number of calls that interflowed out of VDN Shows the routing of a call from the VDN to an outside destination An occurrence is counted against the threshold each time a c...

Page 221: ...pts the VDN s vector must have at least one URXWH WR step which routes calls to a vector on a remote switch Number of unsuccessful adjunct routing attempts Shows an occurrence counted against the thre...

Page 222: ...ring vector exceptions Steps 1 From the controller window select Tools Commands Exceptions The Exceptions selector window opens 2 In the ACD box select the ACD for which you want to administer vector...

Page 223: ...ed even if the Active check box is not selected 7 In the Threshold field type a number from 0 to 999 for each active exception type This sets the limit on acceptable occurrences any occurrences beyond...

Page 224: ...n interval Number of calls disconnected The number of calls disconnected by the switch disconnect vector command the vector disconnect timer or because the call reached the end of vector processing wi...

Page 225: ...enters the vector and ends when the call connects to an agent is abandoned or is routed to another destination Some exception types need an appropriate step in the vector For example to get exception...

Page 226: ...time agent and type of exception Prerequisites To run an agent exceptions report The check box next to the exception you want in the Exceptions field of the Agent Exceptions window must be selected f...

Page 227: ...e Agent Exceptions input window opens 4 In the Date field type the date for which you want to run the report Use MM DD YY format for example 07 11 1999 or a day relative to today for example 0 for tod...

Page 228: ...t name if you have assigned it in the Dictionary 7 In the Order by field type the time to list exceptions according to the time the exceptions were made or select the time on the drop down list Type D...

Page 229: ...Task administering exceptions CentreVu CMS Administration Running an agent exceptions report 8 33 An example of an agent exceptions report is shown below E N D O F S T E P S...

Page 230: ...n link down Prerequisites To run a data collection report Exceptions must have occurred for the exception type you want the report to cover You must have exceptions permission for the ACD to be notifi...

Page 231: ...or 7 for one week ago You can also use a semicolon to separate individual dates for example 4 15 98 4 17 98 4 18 98 or put a hyphen between entries to specify a range for example 4 15 98 4 18 98 This...

Page 232: ...plit or skill that received the call If you have the automatic number identification station number identification ANI SID network feature on G3V4 or later the report also shows where the call origina...

Page 233: ...he date on the drop down list or click the Browse button You can also use a semicolon to separate individual dates for example 4 15 98 4 17 98 4 18 98 or put a hyphen between entries to specify a rang...

Page 234: ...and type of exception Prerequisites To run a split skill exceptions report The check box for the exception you want in the Exceptions field of the Split Skill Exceptions window must be selected for th...

Page 235: ...day relative to today for example 0 for today 1 for yesterday or 7 for one week ago This is a required field 5 In the Splits Skills field type the name or number of splits skills for which you want to...

Page 236: ...he report Clear the check box next to an exception if you do not want to include that exception in the report 8 Under Destination select View Report on Screen to view the report on screen or Print Rep...

Page 237: ...nd type of exception Prerequisites To run a trunk group exceptions report The check box for the exception you want in the Exceptions field of the Trunk Group Exceptions window must be selected for the...

Page 238: ...11 1999 or a day relative to today for example 0 for today 1 for yesterday or 7 for one week ago This field is required 5 In the Trunk Groups field type the name or number of trunk groups for which yo...

Page 239: ...he report Clear the check box next to an exception if you do not want to include that exception in the report 8 Under Destination select View Report on Screen to view the report on screen or Print Rep...

Page 240: ...ype of exception Prerequisites To run a VDN exceptions report The check box next to the exception you want in the Exceptions field of the VDN Exceptions window must be selected for the reporting time...

Page 241: ...drop down list or click the Browse button Use MM DD YY format for example 07 11 1999 or a day relative to today for example 0 for today 1 for yesterday or 7 for one week ago This field is required 5 I...

Page 242: ...exceptions numerically by VDN or vector respectively 7 In the Exceptions field select the exceptions you want to include in the report Clear the check box next to an exception if you do not want to i...

Page 243: ...n Prerequisites To run a vector exceptions report The check box for the exception you want in the Exceptions field of the Vector Exceptions window must be selected for the reporting time period you ch...

Page 244: ...le 0 for today 1 for yesterday or 7 for one week ago This field is required 5 In the Vectors field type the name or number of vectors for which you want to run the report or select the name or number...

Page 245: ...the report Clear the check box for an exception if you do not want to include that exception in the report 8 Under Destination select View Report on Screen to view the report on screen or Print Repor...

Page 246: ...ke sure your exception conditions realistically reflect what will trigger an exception within your current interval Agent timed exceptions Agent timed exceptions are tracked from the time the agent lo...

Page 247: ...e time limit for a timed exception type can be more than one hour the duration of an exception activity is not cleared at the end of the intrahour interval CentreVu CMS continues to track the time spe...

Page 248: ...minister more than 100 exceptions some of them will not be counted Exception retrieval capacity is the number of days in the past for which you can retrieve exceptions It is determined by the followin...

Page 249: ...ne exceptions data with regular historical data from the Custom Reports menu For more information on creating custom reports see CentreVu CMS R3V5 Custom Reports585 215 822 and CentreVu Report Designe...

Page 250: ...ent exception record is on the last line in the window As long as the log s window remains open the log automatically scrolls to display each new exception record If you manually page or scroll up to...

Page 251: ...records As each new exception occurs CentreVu CMS adds a new record to the log If the log already contains 100 records CentreVu CMS deletes the oldest exception record from the log at the same time th...

Page 252: ...e must be from 0 to 28 800 seconds the equivalent of 8 hours If you set a time limit for an activity you must also set an occurrence threshold for the same activity You must select Find one on the Act...

Page 253: ...ng assigning deleting or changing split skill access Viewing assigning deleting or changing trunk group access Viewing assigning deleting or changing vector access Viewing assigning deleting or changi...

Page 254: ...user write permission to the User Permissions window that user can change access permissions for any user at any time If your call center has one split called And assigned to it The split 1 supervisor...

Page 255: ...open user windows minimum refresh rate for real time reports login ACD and user or administrator status The user IDs you assign become the user login IDs Steps 1 From the controller window select Too...

Page 256: ...deleting The User ID must have three to eight lowercase alphanumeric characters with no blanks no special characters are allowed This field is required 5 In the User name Room number and Telephone nu...

Page 257: ...set a refresh rate from every three seconds to every 600 seconds Important Faster refresh rates consume more processor resources 10 In the Login ACD field type the ACD name or number for this user s...

Page 258: ...the new or changed login ACD an acknowledgement displays Solaris A new user may have an existing Solaris system login ID If not CentreVu CMS automatically creates one when you add the user User IDs ad...

Page 259: ...etween your report or timetable names for these items and the deleted user s you need to rename the deleted user s If you delete a user on a scheduled timetable the timetable fails if you have not mov...

Page 260: ...CentreVu CMS Administration Assigning user data 9 8 Only the following characters are allowed in login IDs 0 1 2 3 4 5 6 7 8 9 A B C D E F G H I J K L M N O P Q R S T U V W X Y Z _ a b c d e f g h i j...

Page 261: ...ration Viewing assigning deleting or changing ACD access 9 9 Viewing assigning deleting or changing ACD access Steps 1 On the controller window select Tools User Permissions The User Permissions selec...

Page 262: ...do or select the names or numbers from the drop down list or click the Browse button 5 Do the following Select the Read check box if the user will have read permission or clear the check box if the us...

Page 263: ...n off for any user read write access permission for all splits skills trunk groups vectors and VDNs if you have Call Vectoring in that ACD is overridden by the ACD permission Assigning only necessary...

Page 264: ...permissions from mistakenly turning off access permissions to all or any part of CentreVu CMS for the CentreVu CMS administrator and or the Lucent Services organization However you can create other ad...

Page 265: ...iew This field is required 5 Do the following In the Read field select the check box if the user will have read permission Clear the check box if the user will not have read permission In the Write fi...

Page 266: ...e Task automating your activities with scripting for more information You can put the Feature Access window on a timetable See Task using timetables and shortcuts for more information When a user has...

Page 267: ...rmissions selector window opens 2 In the ACD field select the ACD for which you want to administer a user s main menu addition access 3 Select User Permissions Operations Main Menu Addition Access The...

Page 268: ...field verify that the Access check box is selected E N D O F S T E P S Reference Menu additions are accessible from CentreVu CMS depending on user permissions You can put the Main Menu Addition Acces...

Page 269: ...cess 3 Select User Permissions Operations Split Skill Access The User Permissions Split Skill Access input window opens 4 In the User ID field type the ID of the user whose split skill access permissi...

Page 270: ...ssions the change does not take effect until the user logs out and logs back in You get an acknowledgement if you try to change access permissions for a user who does not have the correct ACD access p...

Page 271: ...a user access to the ACD you must give the user split skill access for each applicable ACD You can put the Split Skill Access window on a timetable See Task using timetables and shortcuts for more in...

Page 272: ...window opens 2 In the ACD field select the ACD for which you want to administer a user s trunk group access 3 Select User Permissions Operations Trunk Group Access The User Permissions Trunk Group Acc...

Page 273: ...P S Reference If you change a user s access permissions the change does not take effect until the user logs out and logs back in If you try to change access permissions for a user who does not have t...

Page 274: ...again for that user for that trunk group You should have already assigned access permission for the correct ACD when you completed the ACD Access window If not you get an acknowledgement Your changes...

Page 275: ...e ACD for which you want to administer a user s vector access 3 Select User Permissions Operations Vector Access Vector access is only available if your company has purchased Call Vectoring The User P...

Page 276: ...a user s access permissions the change does not take effect until the user logs out and logs back in For any vector you can give a user either read permission read and write permission or no permissi...

Page 277: ...ch you want to administer a user s VDN access 3 Select User Permissions Operations VDN Access The User Permissions VDN Access input window opens VDN access is only available if your company has purcha...

Page 278: ...S Reference Note that If you change a user s access permissions the change does not take effect until the user logs out and logs back in To remove a user s permissions for one or more VDNs complete t...

Page 279: ...27 To turn off a user s access permissions to a VDN delete that user s permissions for that VDN instead of clearing the Read and Write check boxes The default of no permissions is in effect again for...

Page 280: ...Task assigning user permissions CentreVu CMS Administration Viewing assigning deleting or changing VDN access 9 28...

Page 281: ...pseudo ACD Loading pseudo ACD data Specifying how CentreVu CMS stores data Archiving data in the historical database Starting or stopping external applications Allocating storage space Migrating Centr...

Page 282: ...To view the Free Space Allocation window you need read permission for the CentreVu CMS System Setup command To change field values you must have write permission To view the Data Summarizing window y...

Page 283: ...ction monitor the connection status of the link and make sure data is being transferred See Connection Status on the Maintenance menu When you turn off data collection no new data is collected If call...

Page 284: ...to turn data collection on Off to turn data collection off E N D O F S T E P S Reference This window does not apply to a pseudo ACD because a pseudo ACD does not collect data Data collection must be o...

Page 285: ...ation data for storage allocation storage intervals or restoring data for system administration and ACD administration data you must put CentreVu CMS in single user mode Steps 1 From the controller wi...

Page 286: ...ield select the ACD name you want as master ACD for clock synchronization or type the ACD name in the ACD field The master ACD time displays on the status bar of the controller window E N D O F S T E...

Page 287: ...rrent data does not require single user mode You may want to do some or all of these actions during off peak hours Allocating data storage Specifying storage intervals Specifying how CentreVu CMS stor...

Page 288: ...sites If you create a pseudo ACD using CentreVu Supervisor you need to log out of CentreVu Supervisor and then log back into CentreVu Supervisor to see the new pseudo ACD If the Forecast is enabled on...

Page 289: ...T E P S Reference A pseudo ACD is not a live real ACD and does not communicate with any switch When you create a pseudo ACD that pseudo ACD s parameters such as number of agents or splits skills are s...

Page 290: ...eVu CMS does not automatically summarize pseudo ACD data See Archiving data in the historical database in this task for more information on how to summarize pseudo ACD data into daily weekly or monthl...

Page 291: ...ewly created pseudo ACD See Specifying how CentreVu CMS stores data in this task for more information Set the storage intervals for the data to be loaded into the pseudo ACD Storage interval size and...

Page 292: ...CD data volume Set up the pseudo ACD See Setting up a pseudo ACD in this task for more information Define how much historical data will be stored for this pseudo ACD The storage allocation parameters...

Page 293: ...Task viewing and changing system setup values CentreVu CMS Administration Loading pseudo ACD data 10 13 The CMS System Setup selector window opens 2 Select Operations Load Pseudo ACD Data...

Page 294: ...mber of the ACD from which you will load the data This is the ACD number for the machine on which the backup was made 4 In the Device name field type the name of the device from which you will load th...

Page 295: ...CD The default is 11 59 p m This is the time on the backup volume at which you want CentreVu CMS to stop loading data to the pseudo ACD E N D O F S T E P S Reference The data loaded from a full backup...

Page 296: ...istration Loading pseudo ACD data 10 16 You can access the Load Pseudo ACD Data via a script See Task automating your activities with scripting for more information You can put this window on a timeta...

Page 297: ...to store CentreVu CMS files Steps 1 Turn off data collection for all ACDs and put CMS in single user mode 2 When the status line reads Successful turn data collection back on and restore CentreVu CMS...

Page 298: ...uired field shows the approximate number of blocks to be used for agents agent trace call work codes call records exceptions forecasting login logout data splits skills trunk groups trunks VDNs and ve...

Page 299: ...flected for information purposes only in the Free Space Allocation window For example if in the Data Storage Allocation window you increase the number of splits skills the Free Space Allocation window...

Page 300: ...Data Summarizing window to manually archive data in the historical database on demand for daily weekly and monthly summaries Steps 1 On the controller window select Tools CMS System Setup The CMS Sys...

Page 301: ...previous week is summarized as long as each day of the previous week has been archived successfully So if your designated week is Monday through Friday and you enter a date that falls on Saturday the...

Page 302: ...ly and monthly data summaries are written to the error log You can use the error log report to see when the summaries ran and whether or not they were successful The Archiving Status window also shows...

Page 303: ...gram such as an employee scheduler External Application is a separately purchased CentreVu CMS feature Steps 1 On the controller window select Tools CMS System Setup The CMS System Setup selector wind...

Page 304: ...rted In the United States the external applications are designed and administered by the Technical Service Center For more information about external applications call the National Customer Care Cente...

Page 305: ...data tables by doing simultaneous modifications Check free space Check the amount of free space in the Free Space Allocation window and determine where you can allocate space for data storage This win...

Page 306: ...e values set during installation the maximum number of splits skills agents trunk groups trunks call work codes vectors and VDNs for your system You can allocate storage space for those maximums or yo...

Page 307: ...ents trunk groups trunks call work codes vectors and VDNs Each entry split skill trunk group etc can be different If you type CentreVu CMS does not save weekly data 4 In the Months of Monthly field ty...

Page 308: ...for Number of unmeasured trunk facilities type the number of unmeasured trunk facilities Set this number high enough to handle the traffic expected over these unmeasured trunk facilities but not to ex...

Page 309: ...e you must wait at least 10 seconds before logging in again Calculate storage needs Data storage allocation needs vary among installations Base your CentreVu CMS data needs on these criteria Available...

Page 310: ...w corresponding to the splits skills data item Days of Intrahour this field shows the number of days for which you are currently storing intrahour data For example if the Days of Intrahour field is se...

Page 311: ...members measured or logged in at any one time On G3 ECS without EAS this represents the maximum split members On G3 ECS with EAS this represents the maximum agent skill pairs skill members logged in...

Page 312: ...and Migration 585 210 913 For example enable Call Vectoring means you need data storage space for VDNs and vectors Changing the release of the switch may change the number of measured entities allowe...

Page 313: ...MS release R2 data items that can be migrated include Administration data user permissions Dictionary Custom reports Historical data Forecast administration data Use the R3 Migrate Data window to migr...

Page 314: ...igrate Data input window opens 3 For information on using the R2 Migrate Data window see CentreVu CMS R2V8 Upgrades and Migration 585 215 856 E N D O F S T E P S Steps to migrate R3 data 1 From the co...

Page 315: ...values CentreVu CMS Administration Migrating CentreVu CMS data 10 35 The R3 Migrate Data input window opens 3 For information on using the R3 Migrate Data window see CentreVu CMS R2V8 Upgrades and Mig...

Page 316: ...eets the needs of your call center You can also select the days of the week that begin and end your call center s week Storage intervals determine how often intrahour data is archived and at which tim...

Page 317: ...Intervals input window opens 3 To set the length of your intrahour intervals select 15 minutes 30 minutes default value 60 minutes 4 In the Data Summarizing time field type the time in hh mm a m p m f...

Page 318: ...n this field is 0 except when the ACD is in a different time zone from the CentreVu CMS system 6 For the Week start day field select the check box next to the day of the week that begins your call cen...

Page 319: ...y is the default Data through the end of the stop day is included in the weekly summary When you change the weekly start or stop day the current week can be one to 13 days long You do not need to migr...

Page 320: ...S runs on a machine in New York City and one of its ACDs is in London CentreVu CMS must collect all data in U S Eastern time Since New York is five hours behind London you would need to type 5 in this...

Page 321: ...The intrahour interval you select also represents how long the current intrahour interval lasts in real time reports Cumulative data is reset to 0 at the beginning of each intrahour interval See Task...

Page 322: ...on CentreVu CMS load designation Phantom abandon call timer CentreVu CMS administrable switch features Call Vectoring Call Prompting and EAS Prerequisites The Switch Setup window accepts only live ACD...

Page 323: ...3V5 G3V6 or G3V8 Purchased CentreVu CMS release and version the CentreVu CMS release and version that was originally purchased CentreVu CMS load the CentreVu CMS load name including the field update s...

Page 324: ...es shows the purchased DEFINITY ECS features that affect CentreVu CMS data Call Vectoring Call Prompting and EAS E N D O F S T E P S Reference To display an ACD name in the Switch Setup window you mus...

Page 325: ...error log In this task you will find the following procedures Viewing ACD status Viewing archiving status Running a CMSADM file system backup Running a maintenance backup Assigning a name and descrip...

Page 326: ...ead only permission To view the Connection Status window you need read permission for the Maintenance command To view printer administration you need read permission for the Maintenance command To add...

Page 327: ...t the current ACD selected in the window including the number of splits or skills agents logged in trunk groups trunks VDNs vectors if your company has purchased Call Vectoring and measured splits Ste...

Page 328: ...Task maintaining CentreVu CMS CentreVu CMS Administration Viewing ACD status 11 4 If your switch does not have EAS the ACD Status window looks like this...

Page 329: ...te the following field descriptions Skills skills measured by CentreVu CMS Skill members in use agent skill pairs logged in at the time the ACD Status window was open Trunk groups trunk groups measure...

Page 330: ...r of measured splits in the selected ACD type a new value and select Translations from the Actions menu Errors errors found Translations When you select Translations on the Actions menu CentreVu CMS r...

Page 331: ...your archiving times without losing data Steps 1 On the controller window select Tools Maintenance The Maintenance selector window opens 2 In the ACD field type or select the ACD for which you want to...

Page 332: ...n for this ACD Archive means that CentreVu CMS is storing your interval daily weekly and monthly data in the appropriate database tables The Archiving Status List All window displays the ACD name or n...

Page 333: ...AUTION the CMSADM backup alone does not save CMS data Therefore for complete data recovery both CMS and maintenance backups are required For instructions on running a full maintenance backup see Runni...

Page 334: ...is available for use by the system the program will display output similar to the following example 6HOHFW WKH WDSH GULYH GHYLFH QDPH GHYLFH QDPH Enter a tape drive selection from the displayed list...

Page 335: ...layed above insert the first tape used in the backup and press Enter Wait for the tape drive light emitting diode LED to stop blinking before you remove the tape When prompted repeat this process for...

Page 336: ...your CentreVu CMS is provisioned This backup contains all the Solaris system files and programs and the CentreVu CMS configuration data that was done by provisioning Labels for the FPVDGP File system...

Page 337: ...before doing the first incremental backup You should back up your system data when it has changed or on a weekly basis Steps To run a maintenance backup 1 On the controller window select Tools Mainten...

Page 338: ...OXPH DIWHU WKH WDSH LV IXOO RU WKH EDFNXS LV FRPSOHWH LQ RUGHU WR HQVXUH WKH VXFFHVV RI WKH EDFNXS SURFHGXUH 4 On the Backup Data input window The Backups completed today field shows the number of bac...

Page 339: ...g a different volume from the one that failed 7 Under ACD s to back up select one of the following check boxes All ACDs data backup for each ACD on the CentreVu CMS system except pseudo ACDs Current A...

Page 340: ...art with FB The table definitions for non CMS INFORMIX tables are not backed up instead use a CMSADM backup When you select Specific tables choose Select tables on the Actions menu If you select Speci...

Page 341: ...overwrite Mount a different volume if you do not want to overwrite the data on the volume in the drive The volume mounted is the last backup volume You have to mount a different volume CentreVu CMS d...

Page 342: ...tion data restore and for loading a pseudo ACD Steps 1 From the controller window select Tools Maintenance The Maintenance window opens 2 In the ACD field type or select the ACD for which you want to...

Page 343: ...riate device type SCSI cartridge tape 150 MB SCSI cartridge tape 2 5 GB SCSI cartridge tape 5 GB SCSI cartridge tape 4 8 GB SCSI cartridge tape 14 GB SCSI cartridge tape 20 40 GB Choose the right capa...

Page 344: ...application session and connection layers of the link between the switch and CentreVu CMS Steps To view the data link 1 From the controller window select Tools Maintenance The Maintenance window open...

Page 345: ...WLQJ GDWD Data collection has been turned off from the Data Collection window 06 6 VWHP 6HWXS The link has been taken down To resume data collection turn on data collection from the Data Collection wi...

Page 346: ...UGHU Something is wrong with the connection to the switch for example the cable is not connected between the switch and the CentreVu CMS processor RSHUDWLRQDO The connection can transmit information p...

Page 347: ...es Before you can add or change the name for a printer that is used as a CentreVu CMS printer you must administer it in the Solaris system If you have a Sun platform see Terminals Printers and Modems...

Page 348: ...u If you try to use Modify you will get an error message 5 In the LP printer name field type the LP Solaris system printer printer name that corresponds to the CMS printer name This printer must be ad...

Page 349: ...initiated from CentreVu CMS go to the default printer unless another printer is specified If print jobs are sent to a printer that is no longer administered the jobs print on the system default printe...

Page 350: ...Restore Data window you can Do an automatic restore from the last backup the normal method or you can do a manual restore Use automatic restore to restore all CentreVu CMS data files from your last b...

Page 351: ...e the name of the device from which to which you are restoring data If this field defaults to the device named during installation you can accept the default 3 For an automatic restore select the Rest...

Page 352: ...age for any of these reasons CentreVu CMS cannot access the specified device CentreVu CMS cannot read the volume The tape is not a CentreVu CMS backup tape The mounted volume is not compatible with th...

Page 353: ...restore the Errors field shows any errors found in the restore 2 In the Device name field type the name of the device from which to which you are restoring data If this field defaults to the device n...

Page 354: ...Task maintaining CentreVu CMS CentreVu CMS Administration Running a restore 11 30 Note the start stop date fields for this procedure only accept a two digit year E N D O F S T E P S...

Page 355: ...the Lucent Technologies National Customer Care Center at 800 242 2121 The maintenance error log can contain up to 500 entries When it reaches 500 records the log rolls over The oldest record is overwr...

Page 356: ...the possibility of system failure ERROR needs immediate action for example a backup may not be working properly INFO does not need immediate action but is listed either to let you know that some aspec...

Page 357: ...ing the maintenance error log 11 33 You can use the maintenance error log to get the status of the Forecast manager You can use the maintenance error log to get the status of backups and or archiving...

Page 358: ...not needed from disk or copy to tape and then delete Call Services 505 81 HUURU RQ 5 7 ILOH 6 3 3 VLJQDO FDXJKW GXULQJ SULQWLQJ SULQW UHTXHVW LV LQFRPSOHWH RU IDLOHG Reason Could not print a file UNIX...

Page 359: ...ith a full maintenance backup Frequency of backups Base the frequency of your backups on the amount of data your call center is willing to lose in case of catastrophic failure In addition Back up the...

Page 360: ...e call center does a full backup twice a week This is how tapes are allocated for the backups Set up a schedule The next example shows how the tapes that were allocated for a twice weekly full backup...

Page 361: ...ra tapes to rotate your tapes each week In the following example you need two sets of four tapes so you can rotate the set of tapes between the full backup and the incremental backups In this example...

Page 362: ...ental backups are rotated over a two week period Notice that the extra tapes alternate with regular tapes from week to week so the same tapes are not used every time Week 1 Tues Incremental Use tape 1...

Page 363: ...more than three tapes Backup type Day Tapes needed Extra tapes Full Saturday The full backup contains all the CentreVu CMS data 3 3 Incremental Monday The Monday incremental backup contains all new da...

Page 364: ...ot used every time Week 1 Week 2 Monday Incremental Use tape 1 from Set 1 Monday Incremental Use tape 1 from Set 2 Tuesday Incremental Use tape 2 from Set 1 Tuesday Incremental Use tape 2 from Set 2 W...

Page 365: ...S It is recommended that you store this software with the recovery kit CMS requires the following software packages optional packages are noted Solaris7 operating system Hardware 3 99 version Sun Vali...

Page 366: ...untime Enhanced SQL ESQL 9 14 International Language Supplement ILS 2 11 Solaris 4 2 contained on the Solaris Easy Access Server 2 0 CD Solaris patches CMS Supplemental Services CMS Software CMS patch...

Page 367: ...tells you when a backup can write to any tape except tapes used in the most recent backup You should have the appropriate number of tapes for the backup When you run a manual backup not from a timeta...

Page 368: ...storical data L for local system administration data M for ACD specific administration data S for CMS system data X for no backup In the second position an S appears if system data was backed up or an...

Page 369: ...eekly and monthly data summaries 11 45 Reference results of daily weekly and monthly data summaries The results of daily weekly and monthly data summaries are written to the maintenance error log You...

Page 370: ...Task maintaining CentreVu CMS CentreVu CMS Administration Reference results of daily weekly and monthly data summaries 11 46...

Page 371: ...ystem file Changing a user s password Returning to CentreVu CMS Administering a printer Stopping or starting the Scheduler utility Restore files in Solaris CentreVu Call Management System CMS interfac...

Page 372: ...mmands Damage can result to CentreVu CMS if you use the Solaris system commands incorrectly Before you run any Solaris system command be sure you know what effect it will have To do some of the Solari...

Page 373: ...ire a URRW login See the remainder of this task for specifics The Commands menu opens 2 Highlight UNIX and press ENTER The screen clears and a prompt displays Since this is not a root login some comma...

Page 374: ...a system file 1 From CentreVu CMS highlight the COMMANDS SLK The Commands window opens 2 Highlight UNIX and press ENTER The screen clears and a prompt displays 3 At the prompt type the following comma...

Page 375: ...pens 2 Highlight UNIX and press ENTER The screen clears and a prompt displays 3 Type VX URRW 4 At the prompt type the correct root password 5 At the prompt type SDVVZG XVHULG then type the ID of the u...

Page 376: ...Vu CMS 12 6 Returning to CentreVu CMS Steps 1 Type H LW and press ENTER The screen clears and a prompt displays 2 Again Type H LW and press ENTER The screen clears and the CentreVu CMS prompt displays...

Page 377: ...u fix the printer the job prints You may need to resubmit the print request that was printing when the printer jammed If the printer runs out of paper during a print job you must reenable the printer...

Page 378: ...uest nulmbers for the current printer then type the name of the new printer in the dest2 field E N D O F S T E P S Steps To move all print requests to a different printer 1 Log in as URRW then type th...

Page 379: ...N D O F S T E P S Reference Printers are normally administered during CentreVu CMS installation but you may add printers later See Terminals Printers and Modems 585 215 874 for more information The Ce...

Page 380: ...access the Scheduler utility 1 From CentreVu CMS select the COMMANDS SLK The Commands window opens 2 Press ENTER The screen clears and a prompt is shown E N D O F S T E P S Steps To stop the Scheduler...

Page 381: ...s 12 11 Restore files in Solaris Overview The file systems on the computer can be restored when an accidental loss of data occurs Steps 1 To restore the file systems from the Solaris system environmen...

Page 382: ...Task learning and using Solaris CentreVu CMS Administration Restore files in Solaris 12 12...

Page 383: ...ting a timetable without scheduling it Copying a timetable Deleting a timetable Editing a timetable Adding tasks to a timetable Copying timetable tasks Deleting tasks from a timetable Editing a timeta...

Page 384: ...treVu CMS The steps that follow tell you how to use timetables and shortcuts Prerequisites Incremental and full backup timetables are already created but you have to schedule them to run Changing incr...

Page 385: ...e logged in user ID 5 In the Start time field type the time that you want your timetable to start running You can type the time in either hh or hh mm format If a m or p m a 24 hour clock is used To ru...

Page 386: ...erent timetable name If all entries are valid the MainMenu displays with Keeping Entries in the border 2 From the MainMenu go to the window for which you want to schedule one or more tasks complete th...

Page 387: ...w and type for the skill number for the date and for the times Select Run on the action list This creates a timetable task for skill 1 Change skill 1 to skill 2 and select Run on the action list This...

Page 388: ...You cannot change a timetable name after adding the timetable to CentreVu CMS 3 In the Description field type a description for the timetable and go to the next field 4 In the User ID field type your...

Page 389: ...ess Return again Working displays on the status line If the timetable name already exists Already exists is shown on the status line and you must type a different timetable name If all entries are val...

Page 390: ...lose the Timetable window Your previously opened window displays When you are ready to schedule the timetable type a time in the Start time field and a date in the Start date field then select Modify...

Page 391: ...Copy and press Return The Copy window opens 5 In the Copy from field type the name of the timetable that you want to copy and go to the next field 6 In the User ID field type the user ID of the user w...

Page 392: ...CMS Administration Copying a timetable 13 10 E N D O F S T E P S Reference You can copy timetables from other users You cannot copy over an existing timetable When you copy a timetable the schedule in...

Page 393: ...d type the name of the timetable that you want to delete Note you cannot delete another user s timetable 3 On the action list select Delete and press Return An acknowledgment window tells you that all...

Page 394: ...a list using a semicolon for the list separation or range using a minus sign for the range separation for all actions except Add tasks 3 Use the following display only fields for information The Task...

Page 395: ...ble to which you want to add a task and press Return 3 On the action list select Get Contents and press Return The Get Contents window opens 4 In the Task number s field type the number of the task th...

Page 396: ...Entries Stored displays on the status line of the current window 8 To add as many tasks as you need repeat the preceding steps E N D O F S T E P S Steps To save your timetable 1 Press the Keep SLK and...

Page 397: ...add tasks to a timetable To add a task to the beginning of a timetable leave the Task number s field blank and add the new task before the first task If you are adding tasks to a timetable that has no...

Page 398: ...nd press Return The Get Contents window opens 4 In the Task number s field type the task numbers that you want to copy 5 On the action list select Copy and press Return The Get Contents Copy window op...

Page 399: ...ns E N D O F S T E P S Reference Only the owner of the timetable and the administrator can copy timetable tasks You cannot specify the same task more than once when using the Copy action in the Get Co...

Page 400: ...t and press Return The Get Contents window opens 4 In the Task number s field type the task numbers that you want to delete 5 On the action list select Delete and press Return An acknowledgment window...

Page 401: ...reVu CMS Administration Deleting tasks from a timetable 13 19 7 Select the Exit SLK The Timetable window opens E N D O F S T E P S Reference Only the owner of the timetable and the call center adminis...

Page 402: ...days ago instead Global Edit enables you to use the older data for all the reports with a single action Steps To edit a timetable globally 1 On the Keep SLK menu select Timetable The Timetable window...

Page 403: ...ce the values in the selected field type 8 On the action list select Confirm A secondary window similar to this opens This window lists tasks that you changed The new value is substituted for the orig...

Page 404: ...ore selecting an action If Then You want to make the changes you specified Select Modify The change is made in all the tasks that match the input field type you specified and the old values in the fie...

Page 405: ...ndow opens 4 In the Task number s field type the task numbers that you want to change and select Modify You are now in Keep mode The task window opens for the task you selected 5 Make your changes to...

Page 406: ...e timetable tasks The Current SLK and MainMenu SLK are blocked while you change tasks The terminal beeps if you select either of these two keys The only valid choice on the Keep SLK menu is Stop The o...

Page 407: ...n successfully for the last scheduled run time For example if CentreVu CMS is off the List All window displays Failed in the status line If the timetable is rescheduled and the next run time is valid...

Page 408: ...t of your timetables start running at the same time use these steps to stop the timetables and reset the Solaris system clock 1 Put CentreVu CMS in single user mode Timetables stop running 2 Set the s...

Page 409: ...he prompt and then type at the W SH FKRLFH RU T WR TXLW prompt 7 After VHOHFW WKH IROORZLQJ type The message 3OHDVH ZDLW IRU LQLWLDOL DWLRQ displays When CentreVu CMS is successfully turned back on th...

Page 410: ...ws on the screen by selecting Move and Size from the Window SLK menu then moving and sizing the output windows so they do not overlap This allows you to make the best use of space on your screen Worki...

Page 411: ...s to this shortcut An acknowledgment window displays 9 Type to save your shortcut Your tasks are now saved on a shortcut All windows are closed and Successful displays on the status line of the Shortc...

Page 412: ...tration Running a shortcut 13 30 Running a shortcut Steps 1 On the MainMenu type the shortcut name after the semicolon The shortcut starts running and the keyboard locks until the shortcut finishes Su...

Page 413: ...user ID 4 On the action list select Copy and press Return The Copy window opens 5 In the Shortcut copy from field type the name of the shortcut that you want to copy 6 In the User ID field type the I...

Page 414: ...rtcut 13 32 9 Press Exit to close the Shortcut window and return to your previously opened windows Your previously opened windows displays E N D O F S T E P S Reference You can copy a shortcut only fo...

Page 415: ...type the name of the shortcut that you want to delete Note you cannot delete another user s shortcut 3 On the action list select Delete and press Return An acknowledgment window tells you that all ta...

Page 416: ...sing a minus sign for the range separation for all actions except Add tasks 3 View the following display only fields for information about the shortcut you are editing The Shortcut field shows the sho...

Page 417: ...In the Task number s field type the number of the task that you want the new tasks to follow 5 Select Add tasks and press Return The MainMenu displays The new task is added after the task number you t...

Page 418: ...save your changes 9 Type to save the new tasks The Get Contents window displays with the entries you chose in the preceding menu 10 Press the Exit SLK The Get Contents window closes and the Shortcut...

Page 419: ...the Shortcut name field type the shortcut name into which you want to copy a task 3 Select Get contents and press Return The Get Contents window opens 4 In the Task number s field type the number of...

Page 420: ...status line and a popup window indicates the reason for the failure The Get Contents window opens 8 Press the Exit SLK The Shortcut window opens E N D O F S T E P S Reference You cannot specify the sa...

Page 421: ...and press Return The Get Contents window opens 4 In the Task number s field type the task numbers that you want to delete 5 Select Delete and press Return The tasks you selected are deleted The remai...

Page 422: ...e Task number s field type the numbers of the tasks you want to change 5 Select Modify You are now in the Keep mode and the task window for the task you have selected opens 6 Make your changes to the...

Page 423: ...cked while you change tasks The terminal beeps if you select either of these two keys The only valid choice on the Keep SLK menu is Stop The only option available on the Window SLK is the Redraw scree...

Page 424: ...ail at some point during execution are logged in the customer error log The List all action item on the Timetable window also displays the timetable status Each timetable can have up to 100 tasks entr...

Page 425: ...mediately Users who are not administrators can view other users timetables but cannot add change or delete another user s timetables or entries You cannot move or size windows in the timetable edit mo...

Page 426: ...window and then run the report You can schedule historical reports to run at any time on any date you specify Using Stop Stop exits the add or edit mode for a timetable An acknowledgment window asks i...

Page 427: ...cut Using the Current key in the Keep mode rotates only through your Shortcut windows it does not rotate through any windows opened before you typed Keep mode When you are adding tasks to a shortcut t...

Page 428: ...g tasks To assign a task you access a user window type the appropriate values and select an item from the action list For example a task can access and complete a historical report window and then run...

Page 429: ...red within a set amount of time for example 80 of calls answered within 20 seconds access permissions Permissions assigned to a CentreVu CMS user so that the user can access different CentreVu CMS cap...

Page 430: ...s event notification and call control after call work ACW An agent state consisting of work related to the preceding ACD call If an agent hangs up after an ACD call the agent is in ACW On G3 ACW is al...

Page 431: ...or example the ability to speak a particular language or the expertise to handle a certain product See also primary skill secondary skill and skill level agent state A call work mode or call state suc...

Page 432: ...the extension is engaged on an ACD call automatic number identification ANI An industry term for notification of the calling party number CPN When the calling party is connected through a switch the C...

Page 433: ...B back up The process of protecting data by writing the contents of the disk to an archive such as tape that can be removed from the computer environment and stored safely C calculation A formula for...

Page 434: ...CMS for management reporting calls carried The number of inbound outbound calls carried by a trunk CentreVu Advocate A set of features designed to enhance call and agent selection in a call center cha...

Page 435: ...waited for service in a call queue adjusted for queue priority custom report A real time or historical report that has been customized from standard reports or created from scratch CWC See call work...

Page 436: ...D data Database items are names of columns in the tables date format The standard format for entering dates on CentreVu Supervisor reports DDC See direct department calling delete A CentreVu CMS opera...

Page 437: ...on EAS option to select an agent when more than one agent is available The call goes to the agent closest to the top of an ordered list direct inward dialing DID The use of an incoming trunk used for...

Page 438: ...ion call A call originated by an agent or a non ACD call received by an agent Extension calls include calls an agent makes to set up a conference or transfer F FBUSY See forced busy FDISC See forced d...

Page 439: ...and VDN historical reports A report of past ACD data for various agent split skill trunk trunk group vector or VDN activities Historical reports summarize call data into daily weekly or monthly total...

Page 440: ...on a particular activity Interval based items are updated throughout the collection interval and timing is restarted at the end of the interval intrahour interval A 15 30 or 60 minute segment of time...

Page 441: ...pands hours of coverage and allows calls to be transparently handled by call centers in different time zones M maintenance A CentreVu CMS capability that is used for routine maintenance of CentreVu CM...

Page 442: ...split when the agent completes an ACD call for that split The agent continues to advance on the list as long as he or she remains staffed and in ACW AVAIL or on AUXIN OUT extension calls from the AVAI...

Page 443: ...t only the report s creator and the CentreVu CMS administrator can access OTHER An agent work mode in which the agent is on a direct agent call or on a call for another split or skill or has put a cal...

Page 444: ...tch Q queue A holding area for calls waiting to be answered in the order in which they were received Calls in a queue may have different priority levels in which case calls with a higher priority are...

Page 445: ...sing interval boundaries Rolling ASA is used for vector routing beginning with CentreVu CMS R3V4 it is calculated on the G3V4 switch and sent to CentreVu CMS R3V4 S screen labeled key SLK The first 8...

Page 446: ...xpertise in handling calls for which that expertise is needed ECS Version 5 and later split A group of extensions that receives special purpose calls in an efficient cost effective manner staffed agen...

Page 447: ...tifier UCID A number that uniquely identifies a call in a network of nodes that support UCID UNKNOWN 1 An agent state in which CentreVu CMS does not recognize the agent s state 2 A trunk state in whic...

Page 448: ...calls to connect to a vector for processing A VDN can connect calls to a vector when the calls arrive over an assigned automatic in trunk group or when the calls arrive over a DID trunk group and the...

Page 449: ...Get Contents window 3 12 Agent Groups input window 3 8 Agent Groups window 3 11 Agent Groups Copy window 3 10 agent skills changing 6 9 agent string values changing 3 16 Agent String Values window 3 1...

Page 450: ...r exiting 1 12 resource limits for 1 3 Change Agent Skills window 6 10 6 12 Change Extension Split Assignments window 6 11 Change VDN Skill Preferences input window 7 7 clock synchronization 10 6 clos...

Page 451: ...9 6 12 External Application Status window 10 23 external applications starting or stopping 10 23 F FBUSY 3 57 FDISC 3 57 feature access permissions assigning 9 12 changing 9 12 deleting 9 12 viewing...

Page 452: ...ntry 2 15 O ODBC CMS Open Database Connectivity 11 41 Open Database Connectivity ODBC ODBC Open Database Connectivity 1 15 Operations tab 2 10 Options window 1 7 2 2 other timed exceptions 8 50 OVRLD1...

Page 453: ...ng 1 3 Skill Level 6 10 Skill Level Call Handling 6 11 software needed for Sun platform 1 17 optional for Sun platform 1 17 recommended for PC 1 16 shipped with CentreVu CMS 11 41 software included wi...

Page 454: ...42 trunk group exceptions report example of 8 43 running 8 41 Trunk Group Members input window 7 13 trunk group members report example of 7 14 running 7 13 trunk group names adding 3 54 changing 3 54...

Page 455: ...Index CentreVu CMS Administration IN 7 vector names adding 3 63 changing 3 63 deleting 3 63 viewing 3 63 Vectors input window Dictionary 3 63 W work modes default names for 3 17...

Page 456: ...Index CentreVu CMS Administration IN 8...

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