Lucent Technologies CentreVu Supervisor Installation And Getting Started Manual Download Page 8

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CentreVu Supervisor Version 8 Installation and Getting Started

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Uninstalling CentreVu Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1

Performing the Uninstall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2

Getting Started with CentreVu Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Establishing CentreVu CMS Server Connection Settings . . . . . . . . . . 5-2

Opening the CentreVu Supervisor Application . . . . . . . . . . . . . . . . . . 5-3

Establishing the Connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4

Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5

Serial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7

Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8

Logging Into the CMS Server — First Time . . . . . . . . . . . . . . . . . . . . . . . . . 5-9

Logging Into CMS Server — After First Time . . . . . . . . . . . . . . . . . . . . . . 5-10

Automatic Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10

Manual Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11

Logging Off the CentreVu CMS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14

Exiting Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15

Changing Connection Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16

Exploring the CentreVu Supervisor Controller . . . . . . . . . . . . . . . . . . . . . 5-18

Not Logged Into the CMS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-18

Logged Into the CMS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-23

Using the System Tray Icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-36

Using Supervisor Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-37

Using Supervisor Selector Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-38

Tab Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-38

Available Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-39

Current ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-39

Script... Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-39

OK, Cancel, and Help Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-39

Summary of Contents for CentreVu Supervisor

Page 1: ...1 CentreVu Supervisor Version 8 Installation and Getting Started 585 210 928 Comcode 108502170 Issue 1 December 1999...

Page 2: ...322 6699 Write Lucent Technologies BCS Publications Center 2855 N Franklin Road Indianapolis IN 46219 U S A Order CentreVu Supervisor Version 8 Installation and Getting Started guide Document No 585...

Page 3: ...ied trade secrets are not licensed to You and any modification addition or deletion is strictly prohibited You agree not to disassemble decompile or otherwise reverse engineer the Client Software in o...

Page 4: ...BILITY OR FITNESS FOR A PARTICULAR PURPOSE LUCENT DOES NOT WARRANT THAT THE CLIENT SOFTWARE OR DOCUMENTATION WILL SATISFY YOUR REQUIREMENTS OR THAT THE CLIENT SOFTWARE OR DOCUMENTATION ARE WITHOUT DEF...

Page 5: ...nsing of the U S Department of Commerce Washington D C 20230 export or transmit any of the Products to any group Q S W Y or Z country specified in the Export Administration Regulations issued by the U...

Page 6: ...Introduction...

Page 7: ...to Use Help 1 9 What You Need on Your PC 1 10 Other Requirements 1 11 What You Need for Your CentreVu CMS Server 1 12 CMS System Capacities 1 13 Number of Supervisor Windows Allowed 1 13 Number of Sim...

Page 8: ...anual Login 5 11 Logging Off the CentreVu CMS Server 5 14 Exiting Supervisor 5 15 Changing Connection Settings 5 16 Exploring the CentreVu Supervisor Controller 5 18 Not Logged Into the CMS Server 5 1...

Page 9: ...the CMS Database 6 11 List All 6 11 Find one 6 12 Modifying Items in the CMS Database 6 13 Deleting Items from the CMS Database 6 15 Using CentreVu Supervisor Reports 7 1 Overview 7 1 Report Menus and...

Page 10: ...old Settings 7 67 Available VDN Threshold Settings 7 70 Report Options 7 72 Options General Tab 7 73 Options Report Colors Tab 7 75 Options Threshold Colors Tab 7 76 Options Name Format Tab 7 77 Creat...

Page 11: ...tive exit anyway 8 24 Troubleshooting 9 1 Overview 9 1 Troubleshooting Tips 9 2 Installation Error Messages 9 2 Login Error Messages 9 4 OCX and DLL Incompatibilities 9 11 Windows Swap Files 9 11 Inst...

Page 12: ...CentreVu Supervisor Version 8 Installation and Getting Started xii...

Page 13: ...network server or CD ROM Procedures for installing Supervisor to a Shared Network Drive Procedures for uninstalling Supervisor Instructions for using Supervisor Procedures for installing and using Cen...

Page 14: ...that you are familiar with your PC and the Microsoft Windows 95 or 98 or Windows NT 4 0 operating systems including standard Windows conventions The following sections are included in this Preface Con...

Page 15: ...upervisor The Helpline numbers Chapter 2 Installing CentreVu Supervisor on a Local PC This chapter walks you through the process of installing CentreVu Supervisor from a CD ROM or the network onto a P...

Page 16: ...t windows Chapter 7 Using CentreVu Supervisor Reports This chapter defines how reports are displayed in Supervisor and teaches you how to format and print reports including selecting run dates and tim...

Page 17: ...oxes and keyboard keys For example This field is in the Manual Login window Courier Text Text you are asked to enter and system commands For example Enter this command Variable text is marked by less...

Page 18: ...ersion 8 Call Center Change Description 585 210 925 CentreVu Call Management System Release 3 Version 8 External Call History Interface 585 210 912 CentreVu Advocate User Guide 585 210 927 CentreVu Ca...

Page 19: ...MS R3V8 or Call Management System Release 3 Version 6 CentreVu CMS R3V6 software The Supervisor software runs on an Intel 486 compatible processor a Pentium processor is preferred that is running one...

Page 20: ...able on the following page The following table shows which language versions of Supervisor are supported with which Windows operating systems indicates that the operating system is supported Windows O...

Page 21: ...ntroduction About CentreVu Supervisor 1 3 Portuguese Windows 95 Windows 98 Windows NT 4 0 Spanish Windows 95 Windows 98 Windows NT 4 0 Japanese Windows 95 Windows 98 Windows NT 4 0 Windows OS Language...

Page 22: ...rs who have the Lucent Technologies DEFINITY Enterprise Communications Server ECS or Lucent telecommunications switches and receive a large volume of telephone calls that are processed through the Aut...

Page 23: ...copies the Supervisor installation files to a shared installation folder that resides on the network Then the user runs a client setup from the installation folder to install Supervisor to disk space...

Page 24: ...1 Check the package contents to be sure all items are included If any of the items are missing or damaged contact your Lucent Account Team International customers should contact their Lucent represen...

Page 25: ...ent Technologies National Customer Care Center on 1 800 242 2121 For international support call your Lucent representative or distributor for assistance Tips 1 The CD ROM in your package includes a gr...

Page 26: ...ling and using Supervisor This Help is divided into main categories books as shown on the Help Contents tab shown below Help Topics 1 Topics are the basic unit of a help project Each Help book listed...

Page 27: ...press the F1 key to get help on that window Help on a specific topic Choosing the Find tab from the Help Topics dialog box displays a window in which you can search for topics that contain a specific...

Page 28: ...al 5 MB of disk space for each language installed A CD ROM drive Minimum of 32 MB RAM If simultaneous Supervisor instances are running in the background additional memory may be required to maintain a...

Page 29: ...NT 4 0 before you can install CentreVu Supervisor R8 If you are installing Supervisor on a Windows 95 or 98 operating system that does not have Internet Explorer 4 0 you need to install Dcom95 before...

Page 30: ...rading from Supervisor 1 0 or 5 0 you must upgrade your CMS server before you upgrade Supervisor When logging into CentreVu CMS you must have both Supervisor Version 8 and CentreVu CMS R3V8 or R3V6 or...

Page 31: ...ed in this limit The Supervisor application can connect to a single CMS Supervisor does not provide the capability to combine data from more than one CMS Number of Simultaneous Instances Allowed 1 Wit...

Page 32: ...ssor speed Level 2 cache hard disk speed and video RAM could affect the response time If the Supervisor application is running simultaneously with other applications performance of the Supervisor appl...

Page 33: ...y 1 When Supervisor is connected to CMS the same level of security is afforded to you as with a dedicated CMS terminal The existing CMS permissions structure will be honored When you are using Supervi...

Page 34: ...CentreVu Supervisor Version 8 Installation and Getting Started Introduction CMS System Capacities 1 16...

Page 35: ...n perform this installation from either a CD ROM or on a network server If you are installing Supervisor from the network you must first copy the Supervisor installation files from the CD ROM onto the...

Page 36: ...a two step process that consists of preparing the installation folder and then installing Supervisor on each PC To prepare the network folder do the following 1 At a PC that is connected to the netwo...

Page 37: ...Setting Up the PC 2 1 Before starting the installation close all running programs on the PC 2 On the Supervisor distribution medium CD ROM or installation folder locate and double click on the Readme...

Page 38: ...ed follow Steps 5 and 6 insert the CD and then proceed with Step 10 c If installing from the network go to Step 5 and then proceed with Step 7 5 Click Start on the taskbar and select Run The Run dialo...

Page 39: ...e CentreVu Supervisor files NOTE If the drive containing the Supervisor installation files is not mapped to the PC you need to map a drive letter to where Supervisor has been installed on your network...

Page 40: ...tarted Installing CentreVu Supervisor on a Local PC Installation Procedures 2 6 10 After a short wait the CentreVu Supervisor 8 0 Installation Welcome window appears 11 Select Next Setup begins search...

Page 41: ...f Location dialog box appears 13 Select Install to Local PC to install CentreVu Supervisor to a stand alone client PC or on the client s own Local Area Network LAN drive 14 If the setup program finds...

Page 42: ...lace CentreVu Supervisor 1 0 dialog box appears it means that the setup program did not find a previous installation of Supervisor Version 8 or Version 6 but it found an installation of Supervisor Ver...

Page 43: ...f Supervisor Version 5 you can uninstall it later using the uninstall executable file on the Supervisor CD ROM This file is named removeV5 exe 18 Select Next 19 The Replace CentreVu Supervisor 1 0 dia...

Page 44: ...ation dialog box appears If you are replacing the existing version of Supervisor the Browse button will be disabled 23 Assure that you have enough disk space to install the application to the specifie...

Page 45: ...In the Select Destination Folder dialog box do one of the following Navigate to the drive and folder where you want to install the files Double click on the folder to select it Type the drive and fol...

Page 46: ...pical this selection installs all of the basic options in English which is required and all of the basic options in the language of your Windows operating system Go to Step 33 Custom this selection le...

Page 47: ...u with the following information The total space required to install the options you selected The total space available on the specified drive both the destination drive and the drive on which Windows...

Page 48: ...elect Folder dialog box appears 34 The Select Folder dialog box lets you select a folder in which to put CentreVu Supervisor shortcuts Do one of the following Choose the default folder displayed Enter...

Page 49: ...Ready to Install dialog box appears 36 Select Install to begin the installation A progress indicator shows what percentage of the files are being installed The Install Status dialog box will display...

Page 50: ...ng Started Installing CentreVu Supervisor on a Local PC Installation Procedures 2 16 When the installation is complete the Install Successful dialog box appears 37 Select Finish to return to your desk...

Page 51: ...etwork drive With this type of installation the Supervisor executable files reside on the application server and are shared by multiple computers You must have administrator privileges to install Supe...

Page 52: ...e icons in the folder point to the executable files on the application server In addition client setup allows you to identify where you want to put the user specific files these files can be located o...

Page 53: ...Windows Notepad as shown below 6 To exit the readme file close the Notepad application 7 Insert the CentreVu Supervisor CD ROM into the CD ROM drive One of the following will occur If AutoPlay is enab...

Page 54: ...then select OK In the following example the d drive is selected NOTE You can also install Supervisor from an installation folder on the network drive If the drive containing the Supervisor installatio...

Page 55: ...Shared Network Drive Installation Procedures 3 5 11 Select Next The Type of Location dialog box appears 12 Select Install on Shared Network Drive to install the CentreVu Supervisor application files t...

Page 56: ...he Supervisor files in the default installation path displayed go to Step 19 If you want to install the CentreVu Supervisor files in a different drive or folder go to Step 16 16 In the Select Network...

Page 57: ...nstallation Procedures 3 7 18 Select OK The drive and folder where Supervisor will be installed appears in the Select Network Location dialog box 19 Select Next The Ready to Install dialog box appears...

Page 58: ...the Install Successful dialog box appears 21 Select Finish to return to your desktop 22 CentreVu Supervisor installation is complete Go to Chapter 5 Getting Started with CentreVu Supervisor to learn h...

Page 59: ...om the physical PC that the client will use to access Supervisor If you simply log into the network as each user and then run client setup the program will not install properly To set up a client PC d...

Page 60: ...If the Replace CentreVu Supervisor 5 0 dialog box appears it means that the setup program did not find a previous installation of Supervisor Version 8 but it found an installation of Supervisor Versio...

Page 61: ...m will delete the existing installation of Supervisor Version 5 and install Supervisor Version 8 in its place Keep Existing the setup program will keep the existing installation of Supervisor and prom...

Page 62: ...am will delete the existing installation of Supervisor Version 1 and install Supervisor Version 8 in its place Keep Existing the setup program will keep the existing installation of Supervisor and pro...

Page 63: ...y dialog box lets you choose where you want to install user specific files If a previous user file location is not detected the default location is c Lucent CentreVu Supervisor If a previous user file...

Page 64: ...alog box do one of the following Navigate to the drive and folder where you want to install the files Double click on the folder to select it Type the drive and folder where you want to install the fi...

Page 65: ...Typical this selection installs all of the basic options in English which is required as well as all of the basic options in the language of your Windows operating system Go to Step 23 Custom this sel...

Page 66: ...deselect the components and language versions you want to install 22 Place a check mark in front of the components in the list box that you want to install NOTE The English versions of Supervisor and...

Page 67: ...t Next The Select Folder dialog box appears 24 The Select Folder dialog box lets you select a folder in which to put CentreVu Supervisor shortcuts Do one of the following Choose the default folder dis...

Page 68: ...5 Select Next The Ready to Install dialog box appears 26 Select Install to begin the setup A progress indicator shows what percentage of the files are being installed The Install Status dialog box wil...

Page 69: ...the Install Successful dialog box appears 27 Select Finish to return to your desktop 28 CentreVu Supervisor installation is complete Go to Chapter 5 Getting Started with CentreVu Supervisor to learn...

Page 70: ...CentreVu Supervisor Version 8 Installation and Getting Started Installing CentreVu Supervisor on a Shared Network Drive Installation Procedures 3 20...

Page 71: ...ams wizard Uninstall removes the Supervisor files and folders from the PC Uninstall will not remove components registry entries files that are being used by other applications or a folder that is not...

Page 72: ...the CentreVu Supervisor application do the following 1 Close all running programs on the PC 2 Select Settings and then Control Panel in the Windows Start menu 3 Double click on the Add Remove Programs...

Page 73: ...r Version 8 Installation and Getting Started Uninstalling CentreVu Supervisor Performing the Uninstall 4 3 6 Select the Add Remove button The following message displays 7 Click Next The Perform Uninst...

Page 74: ...rcentage of the files that are being removed NOTE If you press Cancel at this time it will cancel the uninstall process but because some files will have been deleted Supervisor will not run Also if yo...

Page 75: ...familiarizes you with the main components of the Supervisor Controller window and teaches you a few basic skills you will use every time you work with the application You will learn how to do the fol...

Page 76: ...s to connect to the CMS server one of two ways Automatic used to login to the CMS server directly from Supervisor Manual used to login to the CMS server by way of the server s Solaris system You would...

Page 77: ...enu 2 In the Lucent CentreVu Supervisor menu select CentreVu Supervisor English At this point the Supervisor application is open but you are not logged into the CMS server If you have not yet establis...

Page 78: ...tion do the following 1 If you want to connect manually select the Manual Login check box If you want to connect automatically do not select the Manual Login check box 2 Since this is a new connection...

Page 79: ...ablish a network connection do the following 1 In the Server Name text box enter the name of the server that you will be using As you type it the Server Name will appear in the CMS Network Address tex...

Page 80: ...ant to delete the server configuration Select Yes or No Properties Highlight the name of the server and select this option to display the Server Properties window where you can view or change the CMS...

Page 81: ...ial Settings box enter all settings for the serial connection Each setting has a pull down list with various options see the example above See your CMS Administrator for serial settings 3 When finishe...

Page 82: ...ll be using 2 In the Phone Number text box enter the number to the CMS server If you do not know the phone number contact your CMS System Administrator 3 In the Modem box select the modem from the pul...

Page 83: ...see the graphic below 1 To log into the CMS server for the first time do one of the following Select Login from the Connect menu Click on the Login icon Depending on how you established connection se...

Page 84: ...rvisor Controller window will appear along with the Login Information dialog box To log into the CMS server do the following 1 Double click on the Supervisor icon in its program group The Supervisor C...

Page 85: ...visor is connecting to the CMS server Once you connect to the CMS server the Supervisor Controller window appears with CMS operations available on the toolbar The status line is active and two new men...

Page 86: ...he forefront At this time you are not logged into the CMS server 2 In the Manual Login dialog box at the login prompt enter your CMS Login ID NOTE The prompts will appear only after you have entered i...

Page 87: ...ow includes the Commands and Scripts menus and additional items which relate to CMS in the Tools menu Also the status line is now active NOTE For more information on the scripting feature refer to Cha...

Page 88: ...e Exit icon or select Exit from the Connect menu This logs you out of the CMS server as well as the CentreVu Supervisor application Click on the Logout icon 2 The application responds with the followi...

Page 89: ...ication do the following 1 Select Exit from the Connect menu 2 If you try to exit from the Supervisor application before logging off the CMS server the following message displays 3 Select one of the f...

Page 90: ...our connection to the CMS server is set for manual login go to Step 4 3 Select Cancel from the Login Information dialog box this closes the Login Information dialog box 4 Select Cancel from the Manual...

Page 91: ...pears Notice that the Server Name is displayed and cannot be changed 8 In the Connection box click on the type of connection you want Network Serial or Modem NOTE See Establishing the Connection on pa...

Page 92: ...the CMS Server 5 This section details the Controller window as it appears when you are not logged into the CMS server The following graphic illustrates the basic Controller window System Menu Box 5 Th...

Page 93: ...o displays a description of the command that particular button performs Maximize Minimize and Close Buttons 5 The maximize minimize and close buttons are a common Windows convention They adjust the si...

Page 94: ...you can initiate or discontinue a connection to the CMS server The Connect menu shown below has the following options Menu Item Action Login Selecting the Login from the Connect menu displays the Manu...

Page 95: ...rom the Tools menu or selecting the Options button on the toolbar opens the Options window When you are not logged into the CMS server you can set standard Supervisor communications options in the Opt...

Page 96: ...s you to choose from the following options Some windows also offer a style of help called What s This When the icon on a title bar or the What s This item on a right mouse button popup menu is selecte...

Page 97: ...em Menu Box Title Bar and Maximize Minimize buttons are not defined below because they work the same when you are logged into the CMS server as they do when you are not logged into the server Dependin...

Page 98: ...lowing buttons will appear on your toolbar when you are logged into CMS Button Name Command Options Accesses the window needed to change your environment options Logout Disconnects from the CMS server...

Page 99: ...utton the status bar gives a description of what the toolbar button does CMS System Setup Initiates the CMS System Setup tool Maintenance Initiates the Maintenance tool User Permissions Initiates the...

Page 100: ...eptions count is cleared to zero at the beginning of the interval For information on CMS exceptions refer to Chapter 7 Exceptions in the CentreVu CMS R3V8 Administration 585 210 910 document ACD Statu...

Page 101: ...bar lists the available menus When you are logged into the CMS server there are five menus available on the menu bar Connect Commands Tools Scripts Help NOTE The Commands menu item is available only w...

Page 102: ...ng the logout action displays If you select OK the logout sequence begins Once the logout is complete Supervisor is still open but you are not connected to the CMS server Exit Selecting Exit from the...

Page 103: ...ts When you select Reports from the Commands menu or select the Reports button on the toolbar the Reports selector window opens You will see the following tabs to choose from Real Time Historical Inte...

Page 104: ...ations and modify split skill and trunk string values Exceptions When you select Exceptions from the Commands menu or select the Exceptions button on the toolbar the Exceptions selector window opens Y...

Page 105: ...w add delete or modify call work codes change VDN skill preferences setup split skill and VDN call profiles and make trunk and VDN group assignments Report Wizard When you select Report Wizard form th...

Page 106: ...g options Menu Item Action Options When you select Options from the Tools menu or select the Options button on the toolbar the Options window opens You can set standard Supervisor preferences in the O...

Page 107: ...utton from the toolbar System Setup When you select System Setup from the Tools menu or select the CMS System Setup button on the toolbar the CMS System Setup selector window opens The only active tab...

Page 108: ...w details regarding list size type and date modified Add a new folder Move a script Delete a script Rename the script NOTE Scripts are a replacement for Bookmarks For more information see Chapter 3 Sc...

Page 109: ...tarted Getting Started with CentreVu Supervisor Exploring the CentreVu Supervisor Controller 5 35 An example of the Organize Scripts window is shown below Help 5 The Help menu is the same when you are...

Page 110: ...ndow If a report threshold highlight Caution or Warning condition has been met the Caution Warning icon as appropriate is displayed next to the report s affected by that condition Depending on the sta...

Page 111: ...Menus 5 Each Supervisor menu item can be selected by doing any of the following steps Clicking on the item Using the arrow keys to highlight the item and then pressing Return Using the assigned Window...

Page 112: ...window is shown below Tab Folders 5 Typically there are two tab folders Operations and Reports on any Commands or Tools selector window The exceptions to this are the Commands Reports selector window...

Page 113: ...use often To create a script for a report or operation do the following 1 Highlight the item in the selector box 2 Select the Script button The Save as Script dialog box appears For more information...

Page 114: ...s menus for CMS Actions Add Delete Find One Next Previous List All and Exit Edit options Cut Copy Paste and Clear All and Supervisor Help Toolbar Action Buttons lets you perform CMS actions Add Delete...

Page 115: ...Windows 5 41 Browse Button lets you browse through all possible items for the input field See Using the Browse Button on page 5 43 for more information Also see Selecting Report Run Dates and Selecti...

Page 116: ...f previously used items During each CMS session Supervisor recalls the items you have previously selected for each input field If an input field has an associated history list you can use the history...

Page 117: ...g on whether the input is for a single entity or for multiple entries of the entity Single Entity Input 5 If the input is for a single entity split skill vector agent VDN trunk or trunk group a browse...

Page 118: ...ndow similar to the following example displays To use this window do the following 1 In the Choices box click on the entity names numbers with which you want to work You can select the entities indivi...

Page 119: ...example if your call center has skills 1 2 3 4 and 5 and you want to select all of them you can type 1 in the First input field and type 5 in the to Last input field 2 Select Add The entities that wer...

Page 120: ...previously entered in this field You can use the history list to select the entity that you would like to include for the report operation that you are running by doing the following steps 1 Place the...

Page 121: ...s 5 To close Supervisor windows use any of the standard Windows methods or select Exit from the Connect menu Selecting Exit from the Connect menu closes all windows and quits the application If the Co...

Page 122: ...CentreVu Supervisor Version 8 Installation and Getting Started Getting Started with CentreVu Supervisor Closing Supervisor Windows 5 48...

Page 123: ...teaches you about the menus and inputs you will find when performing CMS operations in Supervisor This chapter includes the following sections Running an Operation Operations Menus Adding Items in an...

Page 124: ...s System Setup Tools Maintenance Tools User Permissions No matter which command or tool you use to select an operation how you perform the operation is the same NOTE If information applies to a specif...

Page 125: ...ion 6 To run an operation do the following 1 Select one of the following options under Commands or Tools Dictionary Exceptions Agent Administration Call Center Administration System Setup Maintenance...

Page 126: ...g 5 Complete the operation input window The following example from the Commands Call Center Administration Operations tab shows the possible types of information that might be required to complete an...

Page 127: ...want to perform an operation for a different ACD than is currently selected do the following if you are in an input window select the Cancel button to exit the input window a Go to the selector windo...

Page 128: ...tem is available the menu bar looks like this This menu contains all of the CMS actions that are available in your current window The menu items and their associated buttons on the toolbar are in the...

Page 129: ...tabase for entries that match the input values in your current window Get contents Provides access to the members of the agent group List all Lists all the entries that matched the current field value...

Page 130: ...vailable the menu bar and Edit menu looks like this Run Start Starts the process for your current window Script No Icon Displays the Save as Script Action dialog box This dialog box enables you to ent...

Page 131: ...e the item into any Windows application that supports Copy and Paste such as a word processor This item is available when text is selected in the window or the cell is selected in a List All window Yo...

Page 132: ...agent group a CMS user ID or agent login IDs To add items from an operations input window do the following 1 Fill in the information required in the input fields 2 Select Add from the Actions menu sel...

Page 133: ...h you how to use List all and Find one in Supervisor List All 6 You will use List all when you do not recall any of the specific information about an entity or when you want to list all of the entitie...

Page 134: ...one button on the toolbar or press Ctrl F The text boxes are completed with information related to the first entity that matches the find criteria for which you have permissions 3 If there is more tha...

Page 135: ...mplete the text boxes for which you have information b Select Find one from the Actions menu select the Find one button on the toolbar or press Ctrl F The input window displays with the appropriate in...

Page 136: ...e window reads Successful If you do not have the required write permissions to perform the Modify you attempted the status bar reads Failed and an error message displays NOTE If you attempted to perfo...

Page 137: ...information 2 If you do not know the specific information required for the input text boxes do the following a Select List all from the Actions menu select the List all button on the toolbar or press...

Page 138: ...CentreVu Supervisor Version 8 Installation and Getting Started Performing CMS Operations Deleting Items from the CMS Database 6 16...

Page 139: ...asured subset of the ACD including agents splits skills trunks trunk groups VDNs and vectors The information in this chapter teaches you how to use all Supervisor reports The sections are as follows U...

Page 140: ...where you run a report from the way you select run edit and view a report is the same You will find reports available under the following menus and tabs Commands Reports Real Time Historical or Integr...

Page 141: ...ormation about the Report Designer see the CentreVu Report Designer Version 8 User Guide 585 210 930 To run a CMS report do the following 1 In the Controller toolbar select Commands to display the Com...

Page 142: ...eport from the Report list box 5 Select the ACD for which you want to run the report 6 If you want to schedule the selected report to run at a certain time select the Script button The Script button d...

Page 143: ...ort you are running To complete an input window do the following 1 Fill in the input field s Input fields are where you specify the information for which you are running the report Do one of the follo...

Page 144: ...een destination Select the Print Report on destination If you want to print on a printer other than the one displayed click the button 4 Ensure that the correct ACD is selected The current ACD selecte...

Page 145: ...rt To do this you can do any of the following Type the date or date range in the Date s input field Type a relative date for example 2 for two days ago Select the date s from the history list of previ...

Page 146: ...o point at a day and click The day highlights You can select as many days as you want To select a range of dates select the Range button point and click on the first day of the desired range then poin...

Page 147: ...he input field is empty Select a single month and year for the report The minimum date is January 1980 and the maximum date is December 2055 If the input needed is for more than one month the followin...

Page 148: ...e times from the history list of previously used times for this report Select the Browse button next to the Times field If you select the Browse button the following window displays Complete the follo...

Page 149: ...eVu Supervisor Reports Report Menu Bar 7 11 Report Menu Bar 7 When you run a report the menu bar at the top of the window has the following options Report Edit Format Tools Options Help The following...

Page 150: ...drill down report This is disabled for Drill Down reports and if the report is an unsaved report created using the Report Wizard this item is enabled when the report is saved Page Setup Displays the...

Page 151: ...e Design menu item will be grayed out if you are currently running a drill down report NOTE For more information on the Design Mode see the CentreVu Report Designer Version 8 User Guide 585 210 930 Sa...

Page 152: ...nt Supervisor session and the actions display on the PC You can input requested information while the script is running Automatic the script launches a new Supervisor session that logs into CMS and ru...

Page 153: ...h as a word processor You can also access Copy from the right mouse button pop up menu See Copying Chart Reports on page 7 50 for more information Export Chart Data The Data Export Options window allo...

Page 154: ...e grayed out until you select a table You can also access the Data Export Options window from the right mouse button pop up menu For more information see Exporting Report Data on page 7 47 Export All...

Page 155: ...o the selected object it will be grayed out Menu Item Action Chart Allows you to format a chart You can also access the Format Chart window from the right mouse button pop up menu Table Allows you to...

Page 156: ...port that allows you to access one or more drill down reports the available drill down reports will be accessible from the Tools menu For information on drill down reports see the appropriate chapter...

Page 157: ...ected table cell in a report is an agent name or agent login ID otherwise it is disabled If you do not have write permission for Agent Administration then this menu item is not shown This action opens...

Page 158: ...hen threshold highlighting is off there is no check by the menu item the report shows none of the threshold highlights or icons if the report is minimized Status Bar Shows or hides the status bar When...

Page 159: ...ports Charts the Supervisor presentation of graphical reports A report can consist of only a table tables only a chart charts or a combination of tables and charts In addition to the tables and charts...

Page 160: ...ost standard CMS reports reports that are not prefaced by Graphical are displayed in tables The information on a standard report window is organized as follows Standard real time reports can be sorted...

Page 161: ...CentreVu Supervisor reports are displayed in charts The information on a chart report window is organized as follows There are several options for formatting the appearance of the charts graphical re...

Page 162: ...rt Use one of the following methods to access the Table Format Options window Double click on a column heading in the report Select Format Table or Sort by from the Format menu or the right mouse butt...

Page 163: ...o be shown in the table Fixed Region Columns specifies the number of columns from the left of the table that are fixed in place and do not scroll Valid values are in the range of 0 through 99 You can...

Page 164: ...e order in which the following information on the real time table report is displayed When you are setting up display order for a real time report specify the sort column Sort By and the sort order As...

Page 165: ...the sort order and leave the other two Sort By boxes set to none Searching for agents who have been in a certain state for too long select State from the first Sort By drop down list then select Time...

Page 166: ...s while values are plotted along the y axis A two dimensional chart shows series next to each other while a three dimensional chart plots series along the z axis A chart can also have a title and a le...

Page 167: ...The quality of the gradient effect will vary depending on the video card installed in the PC or the capabilities of the printer for printed reports Real Time if the chart is a rolling chart you can sp...

Page 168: ...from 0 through 90 degrees that describes the relative height from which a chart is viewed An elevation of 90 looks directly down on the top of the chart while an elevation of 0 looks directly at the...

Page 169: ...vertical lines remain vertical making some charts easier to read Perspective This provides the most realistic 3D appearance Objects farther away from you converge toward a vanishing point Viewing Dis...

Page 170: ...tting Chart Reports 7 32 Axis Tab 7 The Axis tab allows you to specify the title that will display on each axis of the chart report The Axis Display chart parameter can be changed The Axis Display par...

Page 171: ...ween 2 dimensional and 3 dimensional views 2D charts update faster than 3D charts so if the drawing speed seems too slow you may want to display charts as 2D Chart Type specifies how the data is prese...

Page 172: ...Bar Chart 3D only Pie Chart 2D and 3D Stacked check box causes the data for all series to be stacked rather than shown separately This check box is disabled for pie charts Axis check box causes the v...

Page 173: ...ws Visible check box allows you to display or not display report titles Location of title if you elect to have report titles visible you can select where the titles display The available options are T...

Page 174: ...ows Visible check box allows you to display or not display report legends Location of legend if you elect to have report legends visible you can select where the legend displays The available options...

Page 175: ...for bar line area and step charts Below Point displays the label below the data point This location is valid only for bar line area and step charts Center displays the label centered on the data point...

Page 176: ...f data point labels are displayed you can specify that they include one of the following Value the value of the data point appears in the label Percent the value of the data point appears in the label...

Page 177: ...inimize button which is located in the upper right hand corner of the window When a report output window is minimized the report s icon displays Depending on the category of the report one of the foll...

Page 178: ...ing Report Output Windows 7 40 Other Queue Agent and Custom Real Time and Historical Reports Split Skill Real Time Historical and Integrated Reports Trunk Trunk Group Real Time and Historical Reports...

Page 179: ...old condition is currently being met the report s normal icon as shown on the previous table displays on the toolbar and in the system tray If thresholds are being met the report s icon on the toolbar...

Page 180: ...ect click anywhere else on the report NOTE See the CentreVu Supervisor Version 8 Reports 585 210 929 document for descriptions about these types of reports The right mouse button pop up menu is availa...

Page 181: ...and hold down the right mouse button a dotted border is drawn around the agent name and the following menu displays If you do not have the EAS feature on your Enterprise Communications Server ECS or...

Page 182: ...re information Select a cell on a table or a point on a chart that displays agent work state information and hold down the right mouse button the data point is highlighted using selection handles dots...

Page 183: ...hold down the right mouse button the data point is highlighted using selection handles dots along the edges of the data point and the following menu displays If you have the ECS or switch with the EAS...

Page 184: ...of a 3D chart do the following 1 Place the pointer over a 3D chart 2 Press and hold the CTRL key The pointer changes to indicate that the chart can be rotated 3 Click and hold the left mouse button A...

Page 185: ...from the chart or table is exported You can select the Include Labels and Headers check box on the Export Data window to include that information in the export of data Reports are exported from Centre...

Page 186: ...to copy the data from a report to the clipboard or a file 4 Complete the following parts of the Export Data window Destination selection box choose to export the report to the clipboard or to a file...

Page 187: ...s the field separator and None as the text delimiter Export Null Values as Zero select this check box to include data that is null as a zero in the export of information This is helpful if you are exp...

Page 188: ...mat This allows you to paste the chart image into any Windows application that can read the metafile format For instance you can copy chart reports and import the files into word processing files to b...

Page 189: ...running The following paragraphs outline the effects of resizing each type of report window Standard CMS Reports 7 When you resize the window of a standard report the contents of the window do not cha...

Page 190: ...ths 7 52 Changing Column Widths 7 You can change the width of an individual table column in a table or chart report by positioning the mouse pointer on the vertical line between the column headers The...

Page 191: ...e Report menu The Print window displays The default printer is listed in the Name field To select another printer click on the down arrow after the field to display a drop down list of installed print...

Page 192: ...ted reports and do not affect reports displayed on screen The Page Setup window for printing options is a standard Windows feature To access the Page Setup window do the following 1 Select a report fr...

Page 193: ...that it fits within the margin Text that reaches the bottom of the page is printed on the next page Left the margin is measured from the left of the page The report is offset by this amount on the lef...

Page 194: ...he threshold highlights on that PC If multiple users log into the same PC each user s threshold highlight settings are saved individually By default the thresholds for each report are turned on but th...

Page 195: ...owing steps 1 Run a report that contains real time data a real time or integrated report 2 Select on a data item in the report for which you can set threshold highlights NOTE When a data item items fo...

Page 196: ...ample Size box is present The Threshold Settings window includes the following information and text boxes Item shows the name of the report threshold that applies to the selected data value In most ca...

Page 197: ...old for the selected data item If no value is defined the field is blank You can set the value to any positive integer from 0 to 999 999 999 or leave it blank If the field is blank no threshold is set...

Page 198: ...he table or from the output information at the top of the report In chart reports you can select items from the pie charts bar charts graphical reports or tables When you set threshold highlights for...

Page 199: ...e data calculation contains a non zero Sample Size threshold the denominator of the specified calculation is compared to the Sample Size threshold If the denominator is less than the Sample Size thres...

Page 200: ...in the Auxiliary Work state Measures DURATION while AGSTATE AUX Time in AUX IN State Description Amount of time the agent is on an incoming call while in the Auxiliary Work state Measures DURATION wh...

Page 201: ...le AGSTATE ACD IN Time in ACD OUT State Description Amount of time the agent is in the ACD OUT state Measures DURATION while AGSTATE ACD OUT Time in DACD State Description Amount of time the agent is...

Page 202: ...e AUX workmode including incoming and outgoing calls This time measures the time the agent remains in AUX regardless of any incoming or outgoing calls handled Measures AGTIME while WORKMODE AUX Time i...

Page 203: ...in DACW Workmode Description Amount of time the agent is in the DACW workmode including incoming and outgoing calls This time measures the entire time the agent remains in DACW regardless of any incom...

Page 204: ...u Supervisor Reports Setting Report Threshold Highlights 7 66 Average talk timea Description Average length of time the agent spends talking on ACD calls Measures AVG_AGENT_TALK_TIME calculation a Sam...

Page 205: ...number of seconds the oldest split skill ACD call has waited in queue or ringing Measures OLDESTCALL Number of Calls Waiting in Queue Description Number of calls queued to this split skill The comput...

Page 206: ...s to the split skill that were given a busy signal by the switch Measures BUSYCALLS Number of Calls Disconnected Description Number of calls to the split skill that were disconnected by the switch Mea...

Page 207: ...ion Switch based Rolling Average Speed of Answer for this split skill The Rolling Average Speed of Answer is the average speed of answer across intervals Measures ASA Expected Wait Time Low Descriptio...

Page 208: ...NCALLS Number of Calls Forced Busy During the Interval Description Number of calls to the VDN that were given a busy signal by the switch Measures BUSYCALLS Number of Calls Disconnected During the Int...

Page 209: ...S1 through ABNCALLS10 Average Speed of Answera Description Number of seconds on average before a call to this VDN is answered This value is the time callers spent in queue or ringing before being answ...

Page 210: ...ed See Setting Report Threshold Highlights in this chapter for more information on threshold highlights Choose or create a name format using name for Dictionary Name entity for entity type and number...

Page 211: ...The options are described below First Day of Week this option affects only how the calendar displays it does not change the CMS Start of Week day for weekly data collection the CMS Start of Week day...

Page 212: ...or of a threshold being met Use Tooltips activate the check box for selection to make tooltips visible For example when you are working on the Controller window you may place your mouse cursor over a...

Page 213: ...Report Colors tab to set up the colors that will be used in your graphical reports Scheme You can select the report color scheme that you want to use for Supervisor reports in one of two ways From a...

Page 214: ...Select this radio button to make the background of all reports white Automatic Select this radio button to make the background of all reports match the color that you have set up for your system in Wi...

Page 215: ...ys From a series of predefined color schemes which are listed in the Scheme field Use the drop down list to select a different scheme from the one that is currently displayed By creating a new color s...

Page 216: ...t box you can do either of the following actions Type the format that you want name entity and or number or Use the drop down list to choose from a set of preformatted options For example if you want...

Page 217: ...reVu Supervisor Reports Report Options 7 79 The view of the scheme displays 4 Choose the Background color for reports by selecting White or Automatic 5 Click on the color bar 1 through 16 you want to...

Page 218: ...wing window displays If you select the Pattern Selector button the following box displays 7 To select a new color choose from the Basic colors palette or create a custom color using standard Windows p...

Page 219: ...t color scheme that you modified 9 When you are done modifying color bars select Save As The following window displays 10 Type the name of the report color scheme that you created in the text box 11 S...

Page 220: ...the Options button on the toolbar 2 Select the Threshold Colors tab 3 Select the color scheme with which you want to begin from the Scheme drop down list The view of the scheme displays 4 Select the e...

Page 221: ...when you are done The Options window displays 6 Set the color that will be displayed as the background on the threshold element a Select the Color Selector button next to the Background display box T...

Page 222: ...he name of the threshold color scheme that you created in the text box 10 Select OK to save the scheme and the scheme name NOTE You can view the changes that you made to a color scheme at any point in...

Page 223: ...button on the toolbar 2 Select the Name Format tab 3 Select the Entity for which you want to change the name format 4 In the Format text box use the drop down list to select one of the standard forma...

Page 224: ...e following Double click the System button Select Close from the System button menu Select Exit from the Report menu NOTE If the system shuts down due to an error any changes you have made to the repo...

Page 225: ...r explains how to install the CentreVu Terminal Emulator referred to as Terminal application software and gives an overview of Terminal In addition it teaches you how to set up profiles for using Term...

Page 226: ...ication that emulates a 615 Color 615C terminal It is used to access the CentreVu CMS server from your PC running Microsoft Windows You can use CentreVu Terminal with any CMS server that supports 615...

Page 227: ...nd cmssvc command capabilities Solaris system command capabilities INFORMIX database commands Forecast Shortcuts Timetables Creating and Editing CMS Custom Reports Administering ACDs for Generic 2 2 s...

Page 228: ...he Terminal setup file SetupTrm exe 2 Double click on the SetupTrm exe file to begin the installation 3 After a short wait the CentreVu Terminal 8 0 Terminal Emulator Setup Welcome window appears 4 Se...

Page 229: ...n includes the following information Opening Terminal Logging into CMS Exiting Terminal Opening Terminal 8 To open Terminal 1 Select the CentreVu Terminal item in the Lucent CentreVu Supervisor sub me...

Page 230: ...tus window appears The status window automatically goes away when the connection is established If the connection is established through the network or a dedicated serial line you see the CMS login pr...

Page 231: ...and press Enter 4 At the Password prompt enter your CMS password it does not display on the screen and press Enter 5 At the Terminal type prompt type 615c or CVTERM and press Enter NOTE CentreVu Term...

Page 232: ...een dropped NOTE If a system prompt such as or displays instead of the dropped connection message type exit and press Enter 2 Select OK or press Return in the message window 3 Select Exit from the Pro...

Page 233: ...inal Emulator Using Terminal 8 9 Using Terminal 8 This section contains the following information Terminal Window Creating Profiles Editing Profiles Setting Profile Options Terminal Window 8 A represe...

Page 234: ...these keys are not visible After you have logged into CMS the function keys are appropriately labeled and work the same as the standard CMS Screen Labeled Keys SLKs See the CentreVu CMS R3V8 Administ...

Page 235: ...ve Saves the current connection profile Save As Brings up a window that requests a name under which to save the profile Existing profile names are listed in the Save Profile As window You can select o...

Page 236: ...Menu 8 From this menu you can connect to disconnect from or send a break to a remote host computer You also use this menu to set up or change Terminal options communications modem and font The followi...

Page 237: ...tem performs Send Break Sends a break sequence to a remote host computer A break is used to temporarily suspend an operation or transmission If your connection is hung up and the host appears not to r...

Page 238: ...on 8 Installation and Getting Started Installing and Using CentreVu Terminal Emulator Using Terminal 8 14 Creating Profiles 8 To create a profile 1 Open Terminal 2 Select New from the Profile menu The...

Page 239: ...under three tabs Communications Modem and Font See the section on each tab later in this chapter to learn how to set the options in each tab 4 Select Save As from the Profile menu 5 The Save Profile...

Page 240: ...Terminal Emulator Using Terminal 8 16 Editing Profiles 8 To edit an existing profile 1 Select Open from the Profile menu 2 Choose the name of the profile you want to edit 3 Click Open 4 Select Option...

Page 241: ...describe the options available to you and give you illustrations of settings for standard Terminal profiles When you are working in any of the windows the following conventions are used Click OK to s...

Page 242: ...ired for each type of connection Network Connection Settings 8 Select Network if you are connecting to the remote CMS through a network An example of standard settings for a network connection is show...

Page 243: ...s shown below Enter the following required information for this setting Port choose from the pull down list the communication COM port you will use to connect to the CMS server The options are COM1 CO...

Page 244: ...you are instructed to do so by your Network Administrator Modem Tab 8 Select the Modem tab to set up or change dial strings for connecting to the remote CMS through a modem port Below is an example o...

Page 245: ...nection The default is ATH Reset String enter the characters to send to the modem to cause it to reset itself The default is ATZ Auto Retry turns the auto retry option on or off If the check box is no...

Page 246: ...s appropriate for video displays that have a resolution of 640 x 480 VGA or less Medium font is approximately 9 points and is appropriate for video displays that have a resolution of 800 x 600 or 1024...

Page 247: ...o connect to the remote host 8 Terminal failed to connect to the remote host If the reason for failure can be determined Terminal displays one of the following messages Busy no answer The remote host...

Page 248: ...in a box with Yes and No buttons The profile name exists replace 8 This message appears if you try to save a profile named name and it already exists Save changes to name 8 This message appears if you...

Page 249: ...ng simple that you can quickly solve yourself If you have not solved the problem after reading through this section contact the National Customer Care Center at 1 800 242 2121 Lucent Technologies also...

Page 250: ...treVu Supervisor on a PC The following types of error messages can appear Information Indicates that the error will not affect the success of the installation Also indicates that you do not have privi...

Page 251: ...e the PC configuration was changed Setup will attempt to restore the PC to its original configuration cleanup before continuing with Setup SEVERE Select Next to continue with the installation It is im...

Page 252: ...Select Switch To to correct the problem If the problem still exists install Dcom95 before attempting to run CentreVu Supervisor again See Other Requirements on page 1 12 for further information Could...

Page 253: ...cent CentreVu Supervisor directory or contact technical support Reinstall CentreVu Supervisor If you cannot solve this problem yourself contact the National Customer Care Center Could not initialize c...

Page 254: ...plication could not be started because system memory is low Please close some applications and try again Close any open applications and try again The application could not be started because the exec...

Page 255: ...erable break in the network was received Try to log into the CMS server again If the problem persists contact your System Administrator The file AOS EXE is corrupt so CentreVu Supervisor must exit Ple...

Page 256: ...r Contact your CMS Administrator The network connection was broken There is possibly a problem with the network Contact your System Administrator The passwords you entered do not match Please retype t...

Page 257: ...rator CentreVu Supervisor is not authorized on the server either the number of CentreVu Supervisor users 0 or the feature is not authorized Contact your System Administrator The server refused the con...

Page 258: ...at least one numeric or special character and must be six characters in length Your password must be at least six characters in length Choose another password Your password must have at least two alp...

Page 259: ...e problem went away it means that other software loaded on your PC is using a OCX DLL that is not compatible with CentreVu Supervisor 4 Start running the software that was in the StartUp group If you...

Page 260: ...the saved profiles to the Profiles tree in the new CentreVu Supervisor installation Resolving TCP IP Host Name 9 In the event that initial configuration of the TCP IP server for CentreVu Supervisor ha...

Page 261: ...ction problems 1 Make sure that the RTS CTS flow control string is selected in the Options dialog box 2 Check to see if your serial connection to the CMS server or modem is wired correctly for hardwar...

Page 262: ...ing a Secondary System Password on the CMS Server 9 If you use a secondary system password on your CMS server set the CONTROL SystemPasswordPrompt section in the Centrevu ini file to a string that is...

Page 263: ...ew the HTML file your Internet browser must support tables and gif graphic files For example Netscape Navigator 3 0 or Microsoft Internet Explorer 3 0 or later versions of either support tables and gi...

Page 264: ...the pull down report menu on an open report Save as HTML does not support 32 bit color mode for graphics saved using Save as HTML Using Save as HTML 1 To save a report as an HTML file do the following...

Page 265: ...you do not want to use a template select the Do not use a template radio button 3 In the Output section select one of the following Select Use CentreVu Supervisor fonts to preserve the report fonts as...

Page 266: ...ve the report in HTML file format The HTML file that has been generated can be modified to fit your specific need using an HTML or text editor The report can now be viewed with an Internet browser Out...

Page 267: ...TML file The templates are limited by what your Web browser supports Templates are installed with Save as HTML NOTE If you do not select a template the HTML file displays only the report Not Using Tem...

Page 268: ...ble describes the tags used by Save as HTML and which can be used to create templates HTML Tag Description CVSUP_TITLE This tag is replaced with the title of report in the HTML file If this tag is use...

Page 269: ...e not available on the computer viewing the HTML file backup fonts are used The backup fonts are Helvetica for Arial Courier for Courier New and Times for Times New Roman If you choose to use the Web...

Page 270: ...CentreVu Supervisor Version 8 Installation and Getting Started Overview A 8...

Page 271: ...le for that particular user window for example add modify and delete You select an action after entering the necessary data in the user window Add A Supervisor action that adds the data entered in the...

Page 272: ...on who answers calls to an extension in an ACD split skill The agent is known to CMS by a login identification keyed into a voice terminal Agent Reports A group of reports that give the status of agen...

Page 273: ...s an application on a CD ROM to run without any user interaction as soon as the CD ROM is inserted into the drive Call Management System CMS A software product used by business customers that have AT...

Page 274: ...me data and intrahour daily weekly and monthly historical data Database Item A name for a specific type of data stored in one of the CMS databases A database item may store ACD identifiers split numbe...

Page 275: ...kills trunk groups VDNs and vectors These names appear on reports making them easier to interpret Edit Menu A menu on the Supervisor Operations windows The menu lists the actions available for that pa...

Page 276: ...summary of call data into daily weekly or monthly totals HTML See HyperText Markup Language Hypertext A linkage between related text For example if you select a word in a sentence information about t...

Page 277: ...Jump In Help a command that moves you from the currently displayed topic to another topic LAN See Local Area Network List All A CMS action that lists all the entries that matched the current field val...

Page 278: ...system for example names of agents splits skills agent groups trunk groups vectors VDNs Network Server A computer in a network shared by multiple users Pop up A small window containing information tha...

Page 279: ...y The system wide depository of information supported by Windows The registry contains information about the system and its applications including clients and servers Report Designer A CentreVu Superv...

Page 280: ...r example it informs the system of a new device or interface such as CentreVu Framework Shared Installation With this type of installation the CentreVu Supervisor application software is installed to...

Page 281: ...r software Start Menu The menu that appears when you click on the Start button in the Windows taskbar This menu contains programs and other Windows applications Taskbar The bar that appears by default...

Page 282: ...em on the computer on which CMS runs User ID The login ID for a CMS user VDN See Vector Directory Number VDN Reports A group of reports that show profiles of current VDN performance call handling info...

Page 283: ...cation It is assigned to a vector A VDN can connect calls to a vector when the calls arrive over an assigned automatic in trunk group or when calls arrive over a dial repeating DID trunk group and the...

Page 284: ...CentreVu Supervisor Version 8 Installation and Getting Started GL 14...

Page 285: ...ion 7 31 Rotation 7 30 Viewing Distance 7 31 Width to Height 7 31 3 dimensional 7 33 Rotating 7 46 A About CentreVu Supervisor 1 1 Above Point label parameter 7 37 ACD Current 5 41 7 6 Selecting 6 4 7...

Page 286: ...ng 7 16 Allow xx seconds 8 21 Application Window 8 10 Apply Button 5 39 Auto Retry 8 21 AutoPlay Definition 1 7 Axis Display 7 32 Tab 7 32 B Background Color 7 29 Base label parameter 7 37 Baud Rate S...

Page 287: ...us 6 7 6 12 Print Setup 7 53 Reports 5 24 Run 6 8 Script 5 39 6 8 7 49 Select tables 6 8 Start 6 8 System Setup 5 25 User Permissions 5 25 C Call Center Administration Button 5 24 5 31 Call Management...

Page 288: ...Data Point Labels Tab 7 37 General Tab 7 29 Legend Tab 7 36 Title Tab 7 35 Type Tab 7 33 Chart Reports Copying 7 50 Metafile format 7 50 Chart Type 7 33 Charts Copying data 7 15 7 50 Exporting Data 7...

Page 289: ...dministration 5 31 Dictionary 5 30 6 3 Exceptions 5 30 Reports 5 29 Communications Tab 7 73 7 75 7 76 7 77 8 18 Modem 8 19 Network 8 18 Serial 8 19 Connect Menu 5 20 5 28 CMS Servers 5 20 Exit 5 28 Lo...

Page 290: ...ation 1 11 Default ACD 7 73 DEFINITY Enterprise Communications Server ECS 1 4 Delete Button 6 7 Deleting Database Items 6 15 Depth to Height 7 31 Designing a report 7 13 Dial Prefix 8 20 Strings 8 20...

Page 291: ...ns Button 5 30 Exit 6 7 7 14 Reports 7 86 Supervisor 5 28 Exit Button 6 7 Exiting Terminal 8 8 8 11 Export All Data 7 47 Chart Data 7 47 Data window 7 48 to 7 49 Table Data 7 47 Exporting Table Data 7...

Page 292: ...Formatting Table Reports General Tab 7 25 Sort Tab 7 26 Function keys 8 10 G General Tab 7 25 7 29 7 73 Axis Display 7 32 Background Color 7 29 First Day of Week 7 73 Fixed Columns 7 25 Fixed Rows 7...

Page 293: ...4 7 39 Exceptions 5 24 7 39 Logout 5 24 Maintenance 5 25 7 39 Options 5 19 5 24 Other 7 40 Previous 6 7 6 12 Reports 5 24 Split Skill 7 40 System Setup 5 25 Trunk 7 40 User Permissions 5 25 VDN 7 40 V...

Page 294: ...evices button 6 7 Lists History 5 40 Local Installation 1 5 2 1 to Network Folder Preparing 2 2 to 2 3 Previous Version Found 2 7 Replace CentreVu Supervisor 5 0 2 8 to 2 9 2 9 to 2 10 3 12 Selecting...

Page 295: ...Center Administration 5 31 Dictionary 5 30 Exceptions 5 30 Reports 5 29 Connect 5 20 5 28 CMS Servers 5 20 Exit 5 28 Login 5 20 Logout 5 28 Connected to CMS Server 5 27 Help 5 22 Help Contents 5 22 N...

Page 296: ...utton 6 7 Modifying Database Items 6 13 N Name Format Tab 7 77 National Customer Care Center Phone Number 1 7 9 1 Network Connection 1 10 Network Connection Settings 8 18 CMS Network Address 8 18 Netw...

Page 297: ...77 General Tab 7 73 Name Format Tab 7 77 Report Colors Tab 7 75 Threshold Colors Tab 7 76 Organize Scripts window 5 34 Other icon 7 40 Outside label parameter 7 37 P Package Contents 1 6 Page Margins...

Page 298: ...2 3 3 2 Where to Find 1 7 Real Time 7 29 Related Documents P 6 Replace CentreVu Supervisor 5 0 2 8 to 2 9 2 9 to 2 10 3 11 3 12 Report Dates 7 7 Destinations 7 6 Layouts Chart 7 23 Table 7 22 Restori...

Page 299: ...Table 7 24 Historical Run Dates 7 7 Run Times 7 10 Printing 7 53 Report Selector Window 7 3 Resize 7 51 Resizing windows 7 51 Restarting 7 86 Running 7 3 Saving to File 7 15 7 16 Setting Threshold Hig...

Page 300: ...34 Scripts menu 5 34 Scripts Menu 5 34 Search for Help On 1 9 Secondary System Password using 9 14 Select Components 2 13 3 16 Select Destination Directory 3 14 Select Destination Folder 2 11 3 6 Sel...

Page 301: ...nistrative Tasks 3 2 Selecting the Destination Folder 3 6 Selecting the Network Location 3 5 to 3 7 Selecting Type of Location 3 5 Using Start Run 3 3 Show Gridlines 7 25 Skill Change Agent 7 19 Small...

Page 302: ...17 Table Format Options General Tab 7 25 Sort Tab 7 26 Technical Support 5 22 Terminal Creating profiles 8 14 to 8 15 Definition 8 2 Exiting 8 8 8 11 Installing 8 4 Logging into CMS 8 6 8 7 Messages 8...

Page 303: ...5 Toolbar Buttons 5 24 to 5 25 Connected to CMS Server 5 24 to 5 25 Not Connected to CMS Server 5 19 Toolbar Action buttons 5 40 Tools Menu 5 21 5 32 7 18 Add Button 5 33 Advanced 5 21 5 33 Change Age...

Page 304: ...Upgrading Supervisor 1 11 Use Sound 7 74 Use Tooltips 7 74 User Permissions 5 25 User Permissions Button 5 34 V Value data point label 7 38 VDN icon 7 40 VDN Thresholds 7 70 Vector icon 7 40 Viewing...

Page 305: ...did you like most about this document _____________________________________________________________________ _____________________________________________________________________ 4 Feel free to write a...

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