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CentreVu Supervisor Version 8 Installation and Getting Started

Performing CMS Operations
Overview

6-1

CentreVu
Supervisor

Performing CMS
Operations

6

Overview

6

The information in this chapter 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 Operations Input Window

●

Finding Items from an Operations Input Window (using Find one and List
all)

●

Modifying Items in an Operations Input Window

●

Deleting Items from an Operations Input Window.

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Содержание CentreVu Supervisor

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 6: ...Introduction...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

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