Lucent Technologies CentreVu CMS Administration, User Manual

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Task: naming your call center entities in the Dictionary CentreVu CMS Administration
Viewing CentreVu CMS database items
3-52
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Viewing
CentreVu
CMS database items
Overview Standard
CentreVu
CMS items are names of items in
CentreVu
CMS
database tables.
CentreVu
CMS uses these tables to collect, store, and
retrieve ACD data. Each column in a table represents a specific type of
ACD data, such as the number of ACD calls, the number of abandons,
or the length of time on ACD calls. You cannot change or delete
standard database items.
This is a read-only section of the Dictionary, but 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 an example of a current real-time agent table with standard
CentreVu
CMS database item column headings.
Note: > * indicates that more database item column headings follow.
A dot (.) indicates that more data follows down the table.
Steps
.... ..... ...... ...... ...... ...... ...... ...... ..... ...... ...... ...... ...... ...... ..... ...... ...... ...... ...... ...... ...... ..... ... ...... ...... ...... ...... ...... ..... ...... .
1
From the controller window, select Commands | Dictionary or select
Dictionary on the toolbar.
The Dictionary selector window opens.
...........................................................................................................................................................................
2
Select Operations | Standard CMS Items.
Exten- Split Logid Logon- Work- Started Direc- Changed >*
sion start mode tion >*
1000 1 4000 8:00 AVAI
L 8:00 NULL 8:0 >
1001 1 5966 7:58 ACD 8:04 IN 8:04 >
1002 1 2200 7:59 ACD 8:03 IN 8:03 >
. . . . . . . . . . . . . . . . >