AT&T CentreVu Visual - Vectors User Guide

CentreVu®

Visual Vectors User Guide Release 8

585-210-932 Comcode 108502220 Issue 1 December 1999

Notice

Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. Howev er, information is subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunicati ons syst em by

an unauthori zed party, for example, persons other than your co m pany’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there ma y be a risk of toll fraud associated wit h your telecommunication s system and, if toll fraud occur s, it can result in substantial additional charges for your telecommunications services.

You and your system manager are responsible for the security of your system, such as programming and configuring your equipm ent to prevent unauthorized use. The system ma na ger is also responsible for reading al l installation, instruction, and system admi nist ra tion documents provided with this product in order to full y understand the features tha t c an int roduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthoriz ed use of common-carrier tele communication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges th at resul t fr om such unauthorized use.

Part 15: Personal Computer Statement. This equipment has been certified to comply with the limits f or a Class B comput ing dev ice, p ursuan t to Subpart J of Part 15 of FCC Rules. Only pe rip herals (computing input/ output devices, term inal s, print ers, e tc. ) certi fied to co mply with the Cl ass B limits may be attached to this computer. Operation with noncertified peripheral s is likely to res ult in interference to radio and televi s io n reception.

Part 68: Answer-Supervision Signaling. Allowing this equi p ment to be operated in a manner that does not provide proper answer-supervision signaling is in violation of Part 68 rules. Th is equipment returns answersupervision signals to the public switche d network when:

• Answered by the called station

• Answered by the attendan t

• Routed to a recorded announcement that can be administered by the CPE user

This equipment returns an sw er-supervision signals on all DID calls forwarded back to the public switched telephone network. Permissible exceptions are:

• A call is unanswered

• A busy tone is received

• A reorder tone is received

Canadian Department of Communications (DOC) Interference Informatio n

This digital apparatus does not exce ed the Class A limits for radio noise emissions set out in the radio interfere nc e regulations of the Canadian Department of Communi cations.

Lucent Technologies Fraud Intervention

If you suspect that you are being vi ct imized by toll fra ud a nd you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1-800-643-2353.

Federal Communications Commission Statement Part 15: Class A Statement. This equipment has been tested and found to

comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful in ter feren ce when the equi pmen t is opera ted in a comme rcial environment. This equipment gene rat es, uses, and can radiate radio frequency energy and, i f not installed and used in accordance with the instruction manual, may ca use harmful interference to radi o communications. Operation of this eq ui pment in a residential area is li ke ly t o cause harmful interfer ence, in which ca se the u ser will be requ ired to corre ct t he interference at his own expense.

Part 15: Class B Statement. This equipment has been tested and found to comply with the limits for a Class B di git a l de vi ce, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses, and can ra diate radio-frequency energy an d, if not installed and used in accordance with the instructions, may cause harmful interfere nc e t o ra di o co mmu ni cati on s. H ow ever, there is no guar an tee t ha t interferen ce will not occur in a particul ar installation . I f this equipment does cause harmful interference to radio or television reception, which can be determined by turnin g the equi pment of f and on , the use r is encou raged to try to corre ct the interfe rence b y one or mo re of th e fol lowing measure s:

• Reorient th e r eceiving television or rad io antenna wher e this may be done safely.

• T o the extent possible, relocate the receiver with respect to the telephone equipment.

• Where the telephone equipment requires ac pow er, plug the telephone into a different a c out le t so tha t th e te le phone equipment and receiver ar e on di ffer ent branch circuits.

Le Présent Appareil Noméri que n’émet pas de bruits radioé le ctriques dépassant les limites applicables aux ap pareils numériques de la class A préscrites dans le reglement su r le brouillage radioélectrique édi cté par le ministére des Communications du Canad a.

Trademarks

• DEFINITY is a registered tra de ma rk of Lucent Technologies.

• CentreVu is a registered trademark of Lucent Technologies.

• CONVERSANT i s a registered trademark of Lucent Technologies.

• Informix is a registered trad emark of Informix Software, Inc.

• Intel is a registered trademark of Intel.

• Microsoft, MS, MS-DOS, Windows, Windows 95, Windows NT, and Access are registered trademarks of Microsoft Corporation.

• OpenLink is a tradema r k of Op e nLink Software.

• Crystal Reports is a trademark of SeaGate Software.

• Solaris is a trademark of Sun Microsystems, Inc.

• SPARC trademarks, including the SCD compliant logo, are trademarks or reg istered trademarks of S PARC Internationa l, Inc. SPAR Cst ation, SPARCserver, SPARCengine, SPARCworks, and SPARCompiler are licensed exclusively t o Sun Microsystems, Inc. Products bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems, Inc.

• Sun and Sun Microsystems are tr ademarks or registered tra demarks of Sun Microsystems, Inc.

• Ultra Enterprise 3000 and Ultra 5 are trademarks of Sun Microsystems , Inc.

• UNIX is a registered trademark in the United States and ot her countries, licensed exc lusively through X/Open Company Limited.

• All other products mentioned herein are the trademarks of their respective owners.

Ordering Information Call: Lucent Technologies Publications Center

Voice: 1-800-457-1235 International Voice: 317-322-6416 Fax: 1-800-457-1764 International Fax: 317-322-6699

Write: Lucent Technologies BCS Publ i cations Center

2855 N. Franklin Road Indianapolis, IN 46219

Order: Document No. 585-210-93 2

Comcode 108502220 Issue 1, December 19 99

Yo u ca n be pla ce d on a Standin g O rde r li st for thi s and ot he r documents you may need. Standing Order will enable you to automatically receive updated versions of individual documents or document sets, bille d to account information that you provide. For more information on Standing Orders, or to be put on a list to receive future issues of this document, please contact the Luc en t Technologies Publi ca tions Center.

Warranty

Lucent Technologies provides a limited warranty on this product. Refer to

the “Limited use Softwar e Lic ense Agreement” card provi de d w it h your package.

European Union Declaration of Conformity

Lucent Technologies Business Communi cations Systems declares th at XXX equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive 89/336/EEC Low Voltage Directive 73/23/EEC

The “CE” mark affixed to the equipment means that it conforms to the above Directives.

Acknowledgment

This document was developed by Lucent Technologies Global Learning Solutions Organiza ti on .

Disclaimer

Intellectual property relat e d to t his product (including trademarks) and registered to AT&T Corporation has been transferred to Lucent Technologies Incorporated.

Any references within this te xt to A m erican Telephone and Telegraph Corporation or AT&T should be interpreted as references to Lucent Technologies Incorporated . The exc ep ti on is c ross references to books published prior to December 31, 1996, whic h re ta in the ir original AT&T titles.

Heritage Statement

Lucent Technologies—formed as a result of AT&T’s planned restructuring—designs, builds, and delivers a wide range of public and private net works, communication systems and software, consumer and business telephone systems, and microele ct ronics components. The worldrenowned Bell Laborator ie s is the rese arch and development ar m fo r the company.

Comments

To comment o n thi s docu ment, retu rn the co mme nt card at the f ront o f the document.

CentreVu

Visual Vectors User Guide Release 8

v

CentreVu

®

Visual Vectors

User Guide

Release 8

About this information product

CentreVu

Visual Vectors User Guide Release 8

About this information product

ix

Purpose The

Reason for reissue This document is being reissued to support Visual Vectors Release 8.0.

Safety labels Actions or inactions that may cause difficulties are labeled as follows:

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for the access to all areas on one or more secondarily for auxiliary admi nistrators and split/ skill supervisors who ha ve limited access (for example, to Vectors and Vector Directory Numbers).

This book specifically addresses the Communications Server (ECS) functionality of implementing

DEFINITY

functions accessible using

Where to begin

Read “Setting Up Your Call Center World” and “Using Framework and Navigator” to learn how to use the

CentreVu

Visual Vectors User Guide 585-210-932 is written primarily

Call Management System (CMS) administrator who has

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DEFINITY

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ECS R8. This call center configuration supports all of the

CMS R3V8 server for the first time, you will have

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Visual Vectors software.

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CMS server(s), and

Enterprise

CentreVu

Framework interface.

CMS. If you are

About this information product

Caution

CentreVu

Visual Vectors User Guide Release 8

CAUTION

Indicates that failure to take or avoid a specified action could result in loss of data.

Warning

WARNING

Indicates that failure to take or avoid a specified action could result in physical harm to the operator or the equipment.

x

How to use this

information product

The following table describes the contents of each chapter and appendix in this document.

No. Title Contents 1 Introduction Generally describes

Framework and Visual Vectors and includes things you should know before using the product.

2 Setting Up Your Call

Center World

3 Using Framework and

the Navigator

4 Using the Vector Editor Tells you how to use the Vector

Describes how to use the Navigator user interf ace to set up the objects in your Call Center World.

Describes the Framework user interface, and tells you how to view objects and perform actions with the Navigator tool.

Editor to create new and edit existing vectors, as well as to attach comments, display and print vectors.

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5 Using the VDN

Administration Wizard

Tells you how to use this wizardbased interface to assign VDNs to vectors and set Skill Preferences.

About this information product

CentreVu

Visual Vectors User Guide Release 8

Conventions used The following conventions are used throughout th is document.

Product release

DEFINITY

Enterprise Communications Server (ECS) is referred to as

“ECS.” Unless otherwise noted, the term ECS refers to Release 6 or later. The functionality of earlier switch releases is noted if it differs from that of Releases 5, 6, and 8.

Document number

Lucent publication titles are followed by their document number . For example, See

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Visual Vectors Installation & Getting Started, 585-

210-933 for more information.

Typography

Courier font

designates input and output.

• Input is something you type into the user interface. For example,

Type x next to Printer, Terminal, or File.

• Output is a character, word or phrase that the system generates. For

example, Please wait for initialization .....

Italic font highl ights r efe rences t o fi le names and dir ectori es. For example, /cms.

xi

How to order By telephone:

Lucent Technologies Publications Center Voice: 1-800-457-1235 or Inter national Voice: 317-322-6416 Fax: 1-800-457-1764 or International Fax: 317-322-6699

CentreVu

CMS to its

About this information product

CentreVu

Visual Vectors User Guide Release 8

By mail: Lucent Technologies Publications Center

2855 N. Franklin Road Indianapolis, IN 46219 US

Order: Document No. 585-210-932

Comcode No. 108502220 Issue 1, December 1999

For additional documents, refer to Related documentation

.

You can be placed on a Standing Order list for this and other documents you may need. Standing Order will enable you to automatically receive updated versions of individual documents or document sets, billed to account information that you provide. For more information on Standing Orders, or to be put on a list to receive future issues of thi s document, please contact the Lucent Technologies Publications Center.

xii

Introduction

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Visual Vectors User Guide Release 8

1 Introduction

-1

1

Overview

............................................................................................................................................................................................................................................................

Purpose

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use the client software package. This introduction is divided into seve ral main sections:

• “General Information” presents a brief overview of what the software

• “Things to Know Before Using Framework and Visual Ve ctors”

• “T erminology” provides a list of key terms. A more extensive list of

• “Things to Know About Call Center Data” describes common call

• “Prerequisite System Administration” describes any system-level

Visual V ectors User Guide gives you the information you need t o

does, who uses it, and how it works, followed by an overview of supporting hardware and software.

describes the interactions with ot her call center client software.

definitions appears in the glossary.

center items, such as types of entities, data containers, and items.

administration needed to run the client software, including permissions.

Introduction

General Information 1-2

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Visual Vectors User Guide Release 8

General Information

Overview

............................................................................................................................................................................................................................................................

Purpose

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and organizations that have a Lucent Technologies telecom munications Enterprise Communications Server (ECS) or switch and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) and Call Vectoring features of the switch. CMS collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature on the switch.

The database, generate CMS reports, adm inister ACD parameters, and also monitor call activities to determi ne the most efficient service possible for the calling customers. The Supervisor client PCs.

The Visual Vectors Server software runs on the same platform as

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client software, administrator s can cha nge cert ain prope rties of cal l center entities (such as their names), as well as create and edit vectors, assign VDNs to vectors, and set VD N Skill Preferences.

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Inc. Solaris

Solaris

• communicate with CMS terminals and printers

• communicate with PCs running

• log errors

• execute processes.

CMS/Visual Vectors software is a product used by businesses

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system utilitie s to :

Visual Vectors client software

CMS administrator can access the

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CMS and supports

CMS/Visual V ectors Serv er interfaces wit h the

operating system and uses several

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CMS server supports

Visual Vectors clients. Using the

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Sun Microsystems, Inc.

Supervisor and

CMS

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Sun Microsystems,

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In this section This section includes the following information:

• Platforms and Required Software (1-3)

• Supported Switches (1-5)

Introduction

Platforms and Required Software 1-3

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Visual Vectors User Guide Release 8

Platforms and Required Software

............................................................................................................................................................................................................................................................

Supported server

hardware platforms

Recommended Client PC

configuration

Visual Vectors Server 8.0 software is certified to run on the following computers:

Sun Microsystems, Inc. Sun

•

Sun Microsystems, Inc. Sun

•

Sun Microsystems, Inc. Sun

•

Sun Microsystems, Inc. Sun

•

Sun Microsystems, Inc. Sun Sun Microsystems, Inc. Sun

•

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5 platform supports a combination of up to 128 terminals and printers.

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20 platform or the

Microsystems, Inc.

256 terminals and printers.

The recommended PC configuration required for

8.0 client software is the followi ng:

•

• A hard disk drive with 50 MB of free space.

• A CD-ROM drive

• 64 MB or more of RAM (the minimum supported amount of physical

• A video monitor and adapter set to at least 800x600x256 colors

•

CMS running on the CMS running on the

Sun Microsystems, Inc. Sun

Sun

Enterprise 3500 supports a combination of up to

Intel Corporation Pentium

MHz or faster (the minimum supported processor speed is 1 33MHz; however , performance may be unsatisfactory)

memory is 48MB). If simultaneous instances of Visual Vectors software's tool windows are running, additional memory may be required to maintain acceptable performance

graphics resolution

Microsoft Corp. Windows 95, Microsoft Corp. Windows 98 Microsoft Corp. Windows NT

4 or later) Note: The required browser for

system is Before installing

Microsoft Corp. Microsoft Inter net Explorer

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Corp. Microsoft Internet Explorer

however , it does not need to be set as your default browser or .htm application.

Enterprise 3000

Enterprise 3500

Ultra 5 SPARCserver 20 SPARCserver 10

SPARCserver 5

Sun Microsystems, Inc. Sun Sun Microsystems, Inc. Sun

or compatible processor, running at 200

4.0 operating system (with Service Pack

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Visual Vectors, ensure that

3.02 or later is correctly installed;

.

SPARCserver SPARCserver

Enterprise 3000 or

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Visual Vectors on-line help

Visual Vectors

3.02 or later.

Sun

, or

Microsoft

Introduction

Platforms and Required Software 1-4

• A mouse or other pointing device compatible with one of the supported

• For Network Connection: – WinSock 1.1 compliant TCP/IP stack –

Microsoft Corp. Windows

Xerox Corp. Ethernet

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communications board.

Visual Vectors User Guide Release 8

operating systems

Required software for a

Sun Microsystems, Inc.

server platform

Sun

Required software for a

Windows

client platform

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packages to operate properly:

• An appropriate load of

• An appropriate release of the Supplemental Services CD, Version 1.0

•

• 1.0 Network Terminal Server (to support CMS terminals and printers)

The the disks of a managed as if they were a single file system. This software is included in all new

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or

98 Corp. Windows NT

requires Service Pack 4 or later to be installed. Note: The required browser for

system is installing

Internet Explorer

need to be set as your default browser or .htm application.

CMS/Visual Vectors Server requires the following software

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documentation for the supported loads)

Sun Microsystems, Inc. Solaris

CMS R3V6 or later (see your server

2.5.1.

Sun Microsystems, Inc. Sun Common Desktop Environment Sun Microsystems, Inc. SunLink X.25 Network Interf ace

an X.25 connection to the switch)

Sun Microsystems, Inc. Solstice DiskSuite

Sun Microsystems, Inc. Sun

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Visual V ect ors software run s under

Microsoft Corp. Windows NT

CMS R3V8 installations.

4.0. When running under

4.0,

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Visual Vectors 8.0 client software

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Microsoft Corp. Microsoft Inter net Explorer

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Visual Vectors, ensure that

3.02 or later is correctly installe d; however, it does not

software package allows

SPARCserver system to be

Microsoft Corp. Windows 95/

Visual Vectors on-line help

3.02 or later. Before

Microsoft Corp. Microsoft

9.1 (if using

Microsoft

1.0.2

Introduction

Supported Switches 1-5

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Visual Vectors User Guide Release 8

Supported Switches

............................................................................................................................................................................................................................................................

Switch names and

releases

Single and multiple

ACDs

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following releases of Lucent Technologies switches:

•

Depending on which computer you have and how the software was installed, the as many as eight ACDs.

Depending on how the Vi sual Vectors Server software was installed and configured, the communicate with as many as 20

References to mu ltiple ACDs in this do cum e nt refer to multiple- swi tc h configurations. If you have only one switch, you can ignore multiple-ACD considerations.

CMS/Visual Vectors Server software is certified to run with the

DEFINITY DEFINITY

Enterprise Communications Server (EC S) Release 6.3 ECS Release 7.

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Visual Vectors 8.0 client software can

CMS software can communicate with

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CMS/Visual Vectors servers.

CMS

Introduction

Prerequisite Switch and CentreVu CMS Features 1-6

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Visual Vectors User Guide Release 8

Prerequisite Switch and

............................................................................................................................................................................................................................................................

Overview

ACD Administration and

Visual Vectors

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distribution (ACD) and optional features for managing aspects of the system. The features required to use are described below.

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interface to the switch. The Supervisor clients. Using the Agent Administration and Call Center Administration areas, administ rator s can use or change various ACD-, Vectoring-, and Expert Agent Selection (EAS)related parameters on the switch, and to run r eports that descr ibe your call center configuration. For example, you can add agents to or remove agents from splits or skills; move extensions between splits; change skill assignments; change trunk group-to-split, trunk group-to-VDN, or VDN-tovector assignments; start an agent trace and list the agents being traced.

The Visual Vectors Server software supports clients. Using the can change certain properties of call center entities, as well as create and edit vectors, assign VDNs to vectors and set VDN Skill Preferences.

The the ECS/switch administrator to be sure that the needed ACD/CMS configuration is understood by both people.

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CMS includes a feature for administering auto mat ic call

CMS/Visual Vectors software provides an administrative

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CMS/Visual Vectors administrator should coordinate with

CMS Features

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Visual Vectors client software, administrators

CMS software supports

Visual Vectors software

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Supervisor to view

Visual Vectors

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Vectoring and Visual

Vectors

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The and edit vectors on any ECS. Call vectors are user-defi ned, callprocessing programs. Call vectors direct calls to specified on-network or off-network destinat ions, to queues in ACD splits, or to tr eatments suc h as music, recorded announcements, forced disconnec t, and forced busy.

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interface for this feature for call centers with

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On the ECS/switch and separately purchased feature that is required to use Visual Vectors software.

CMS Call Vectoring feature enables you to create, copy,

Visual Vectors provides a visually rich, intuitive graphical CMS R3V6 and R3V8 servers.

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CMS, the Call Vectoring feature is a

DEFINITY

ECS R6.3 or 7 and

Introduction

Things to Know Before Using Visual Vectors 1-7

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Visual Vectors User Guide Release 8

Things to Know Before Using Visual Vectors

Overview

............................................................................................................................................................................................................................................................

Purpose This section descri bes wh at you should know before using the

Visual Vectors software.

In this section This section includes the following information:

• Interactions With Centr e Vu Supervisor (1-8)

• Interactions With CentreVu CMS (1-9)

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Introduction

Interactions With CentreVu Supervisor 1-8

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Visual Vectors User Guide Release 8

Interactions With

............................................................................................................................................................................................................................................................

Overview

Interactions with

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Supervisor

Using

Supervisor

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Supervisor Version 6 or later.

If

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client PC, then Visual Vectors software will display a toolbar icon and menu item. You can use these features to start software.

Other than the ability to run it, Supervisor do not interact directly. If information from the two software programs does not seem to match, first try to log off the server in each program, and then log back on.

Use

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• G enerate reports on the VDNs, vectors and skill preferences you have assigned using

• Assign names to splits/skills, trunk groups, ACDs, and Vectors/VDNs in the Center World will have more meaningful names.

CentreVu Supervisor Version 8

See 210-928 and Administration, 585-210-930 for more information.

Supervisor

Visual Vectors software is designed to work with

Supervisor Version 6 or later is correctly installed on your

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Supervisor software to do the following:

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CMS Dictionary, so that the objects in your Call

Call Management System Release 3 Version 8

Visual Vectors and

Visual Vectors tools.

Installation and Getting Started, 585-

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Supervisor

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CMS

Introduction

Interactions With CentreVu CMS 1-9

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Visual Vectors User Guide Release 8

Interactions With

............................................................................................................................................................................................................................................................

Overview

Interactions with

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CMS R3V8

Using

Supervisor

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R3V6 or later.

If information obtained from the two client sof tware programs does not seem to match, log off the software program, and then log back on.

Important! Edit vectors only in Visual Vectors. If you use any other way to edit vectors, such as a CMS terminal, the comments will be converted to floating comments.

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Supervisor Version 6 or later. Use following:

• G enerate reports on the VDNs, vectors and skill preferences you have assigned using

• Assign names to entities such as splits/skills, trunk groups, ACDs, and Vectors/VDNs in the Navigator tool in names to these objects in your Call Center World.

CentreVu Supervisor Version 8

See 210-928 and Administration, 585-210-930 for more information.

CMS

Visual V ect ors software i s designed to work with

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Visual Vectors software is designed to work with

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Call Management System Release 3 Version 8

CMS R3V8 server from each client

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Visual Vectors tools.

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Visual Vectors to give more meaningful

Installation and Getting Started, 585-

Supervisor software to do the

CMS Dictionary. You can use the

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CMS

Introduction

Terminology 1-10

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Visual Vectors User Guide Release 8

Terminology

Overview

............................................................................................................................................................................................................................................................

Purpose This section descr ibes the te rms you need to know bef ore you begin us ing

Visual Vectors software. These terms, as well as others, are also defined in the Glossary.

Introduction

Terms You Need to Know 1-11

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Visual Vectors User Guide Release 8

Terms You Need to Know

............................................................................................................................................................................................................................................................

Terms You need to know the following terms to understand how to use the

software. Access Permissions Permissions assigned to a user so that the user

can access different areas of a server or administer specific entities (for example, splits/skills, trunk groups, vectors, and VDNs) of an ACD. Access permissions are specified as read or write permi ssion. Read permission means the user can access and view data. Write permission means the user can add, modify, or delete data and execute processes.

Automatic Call Distribution (ACD) A switch feature using software that channels high-volume incoming and outgoi ng call traf fic t o agents grouped in splits or skills.

Also an agent state where the extension is engaged on an ACD call. See Redirect On No Answer and Auto-Available Split.

Call Center World A collection o f objects and entit ies that c an be viewed and administered through edit or assign depends on your permissions.

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by business customers that have Lucent Technologies telecommunications switches/ECS and receive a large volume o f telephone calls that are processed through the Automatic Call Distribution (ACD) feature of the switch/ECS. The CMS collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature in the switch/ECS.

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you access tools such as Navigator, Vector Editor, and VDN Assignment. You can also use Framework File menu items to Connect to or Disconnect from

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for the Dictionary An area of CMS that can be used to assign names to various

call center entities such as login IDs, splits/skills, trunk groups, VDNs and vectors. These names make call center data easier to int e rpret.

Call Management System (CMS) A software product used

Framework The Visual Vectors software window from which

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CMS servers.

Supervisor The Call Management System client application

Microsoft Corp. Windows

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Framework. What you can access,

operating environment.

Entity A generic ter m that refers to one of the following: Announcement, Split/Skill, Trunk Group, VDN, or Vector. Entities that Vectors can view or administer include Vectors and VDNs. Entity names are obtained from the Visual Vectors results in changes to the CMS Dictionary.

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CMS Dictionary; renaming entities using

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Visual

Introduction

Terms You Need to Know 1-12

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Visual Vectors User Guide Release 8

Expert Agent Selection (EAS) Expert Agent Selection (EAS) is an

optional switch feature that builds on the power of the Call Vectoring and ACD features of the switch to match the skills requi red to handle a particular call to an agent who has at least one of the skills that a caller requires. The ACD queuing and the Queue and Check vector commands are used to route a call to an age nt with the ap propria te s kil l to handle that call. With EAS, call distribution is based on skill.

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CMS collects data on skills in the same manner as it collects

data on splits.

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CMS also reports VDN data by VDN skill preference, so that customers can assess the call center performance relative to calls requiring particular sk ill s. CMS r eports ho w many cal ls were handl ed, ho w long these calls waited for service, and the average talk time for calls queued to a particular skill preference in a particular VDN.

Navigator The window that displays after you select it from the Tools menu or toolbar in the

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Framework window. It consists of two

panes: a hierarchical “t ree” view of y our Call Center World on the left and a list of objects or entities on the right.

User Permissions An area of the

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CMS server that allows the

administrator to define what each user can access. VDN Assignment Wizard A series of dialogue boxes that displays after

you select it from the Tools menu or toolbar. It consists of several steps presented in the dialogue boxes; for example, one filters and selects the VDNs you wish to assign, and another performs the assignment(s).

Vector Directory Number (VDN) An extension number that en ables calls to connect to a vector for process ing. A VDN is not assig ned an equipment location. 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 (DI D ) trunk group and the final digits match the VDN. The VDN by itself may be dialed t o access the vector from any extension connected to the switch.

Vector Editor This software tool, accessed from

CentreVu

Framework, allows you to create and edit vectors visually, by dragging and dropping icons representing commands fr om a palette and arranging them into vector steps in a work area. You can attach comments, change layout, and save and print the vectors.

Vector Step One processing step in a vector. A vector step consists of a command and one or more conditions or parameters. These conditions or parameters are found on a st ep's Properties window in Visual Vectors client software.

Introduction

Terms You Need to Know 1-13

CentreVu

Visual Vectors User Guide Release 8

Vector Step Condition A condition accompanying a vector command

that defines the circumstances in which the command will be applied to a call. These conditions are found on a step’ s Properties window in Visual Vectors client software.

Visual Vectors Client Client software which provides a rich, graphical user interface for creating or modifying configured elements of ACDs connected to a CMS. This software can be loaded directly on the user’s personal computer or downloaded from a network.

Visual Vectors Server Server software which enables administration (changing or modifying configured elements) for ACDs connected to a CMS. This software resides on the CMS server.

Introduction

Things to Know About Call Center Data 1-14

CentreVu

Visual Vectors User Guide Release 8

Things to Know About Call Center Data

Overview

............................................................................................................................................................................................................................................................

Purpose This section describes the

tracking switch (ACD) data for your call center. The information is intended to give you an overview of how

CentreVu

CMS Dictionary and User Permissions data.

CMS stores data. Visual Vectors Server software accesses

CentreVu

CMS processes for storing and

CMS works, and where

Introduction

How CentreVu CMS Stores and Tracks ACD Data 1-15

CentreVu

Visual Vectors User Guide Release 8

How

............................................................................................................................................................................................................................................................

Real-time and historical

Summarizing CMS Data As

CentreVu

databases

CMS Dictionary The CMS Dictionary contains names for call center ACDs and their

CMS Stores and Tracks ACD Data

CentreVu

time and historical databases. Within each of these databases, CMS stores the specific ACD data for agents, splits /skills, trunks, trunk groups, vectors, and VDNs in separate database tables. Call work codes (CWC) also have separate database tables in the real-t ime and historical database.

stored in the current intrahour i nterval tables (agent, split/skill, trunk, trunk group, vector, and VDN) until the end of the interval. At the end of the current intrahour int erval, data is archiv ed to the previ ous intrahour interval tables and to the intrahour historical tables. At your designated data summarizing time, the historical intrahour data is summarized into daily data. At the end of your designated week (as specified on the Syste m Setup subsystem Storage Inter val s window) , the d aily d ata is summarized into weekly data. On the first day of a new month, monthly summaries are generated from the daily data for the previous month.

entities, including announcements, splits/skills, trunk groups, VDNs, and vectors. The assigned names appear on CMS report s to make them easier to interpret, as well as in Visual Vectors software to make it easier to use. You can use Visual Vectors tools to rename entities, or edit certain other properties of them (for example, their descriptions). See Management System Release 3 V ersion 8 Administration, 585-210-930 for more information about

CMS stores the ACD data received from the switch in the real-

CentreVu

CMS collects the real-time data from the ACD, the data is

CentreVu

CMS Dictionary.

CentreVu

Call

User Permissions V isual Vectors software determines what users can view and modify

based on CMS User Permissions. For example, if a user has read access for an ACD and/or its vectors but no writ e acces s, the user will not be able to use Vector Editor to save, or Navigator to copy, a vector to that ACD. Likewise, if a user has no read or write access permissions for a type of entity (for example, VDNs), then the folder for those entities on the ACD will appear empty in Navigator. See Release 3 Version 8 Administration, 585-210-930 for more information about

CentreVu

Important! If more than 2,000 VDNs have been authorized on a

CentreVu

(enabled through User Permissions’ VDN Access operation) is not available.

CMS User Permissions.

CMS R3V6 server, then VDN permission checking

CentreVu

Call Management System

Introduction

Prerequisite System Administration 1-16

CentreVu

Visual Vectors User Guide Release 8

Prerequisite System Administration

Overview

............................................................................................................................................................................................................................................................

Purpose This section descri bes s ystem admini strat io n requir ed bef ore you can run

CentreVu

In this section This section consists of the following information:

• Configuring Vis ual Vectors Server (1-17)

• CentreVu Visual Vectors Training (1-20)

Visual Vectors software.

...........................................

E

..........................................................................

Introduction

Configuring Visual Vectors Server 1-17

CentreVu

Visual Vectors User Guide Release 8

Configuring Visual Vectors Server

............................................................................................................................................................................................................................................................

Overview Typically, an administrator will have installed and configured the

How to install Visual

Vect ors Server software

CentreVu

Visual Vectors Server. However, if you need to install and configure the server, first refer to the

CentreVu CMS R3V8

Upgrades and Migration, Issue 1, 585-210-913 for instructions on how to proceed. A brief outline follows of the procedures to install the

CentreVu

Visual Vectors Server

software package.

1 Log in as root.

Result: You are ready to begin installing the software package.

................................................. ................................................................... ............

2 Insert the CD-ROM and enter the following command: /usr/sbin/

pkgadd -d /cdrom/cdrom0.

Result: The system displays informat ion about the CD contents.

................................................. ................................................................... ............

3 Enter option 1 or press Return to select Visual Vectors Server software

for processing.

.................................................. ..................................................................................................................... ........

Result: The system queries if you wish to continue.

................................................. ................................................................... ............

4 Enter y to continue installation.

Result: The CD package information is re-displ ayed.

................................................. ................................................................... ............

5 After verifying this information, enter q at the prompt.

Result: The installation process ends.

ND OF STEPS

..........................................................................................................

...........................................

E

..........................................................................

...........................................

E

..........................................................................

Introduction

Configuring Visual Vectors Server 1-18

CentreVu

Visual Vectors User Guide Release 8

How to initially set up

your server software

1 At the system prompt, enter the following command: setupaas

................................................. ................................................................... ............

2 Select option 1 from the displayed setup menu.

................................................. ................................................................... ............

3 Enter the number of allowable concur rent logins. The maximum number

is the number of purchased licenses.

ND OF STEPS

..........................................................................................................

How to start Visual

Vectors Server software

...............................................................................................................................................................................

.................................................. ..................................................................................................................... ........

1 At the system prompt, enter the following command: setupaas

................................................. ................................................................... ............

2 Select option 2 from the displayed setup menu.

................................................. ................................................................... ............

3 Select option 1 from the turn on/stop menu to start the software.

ND OF STEPS

..........................................................................................................

Server performance The following table summarizes capacity limits for CMS hardware

platforms running

Simultaneous realtime reports

CentreVu

Visual Vectors Server software:

Historical , forecasti

ODBC reports per hour

Web hits per

hour ng, ICH, and agent trace reports per hour

VDNs on any single ACD

Sparc 5 200 80 80 40,000 1300 Ultra 5 300 120 120 60,000 1950 UE3000

400 160 160 80,000 2600

(1CPU)

Introduction

Configuring Visual Vectors Server 1-19

CentreVu

Visual Vectors User Guide Release 8

Simultaneous realtime reports

Historical , forecasti ng, ICH,

ODBC reports per hour

Web

hits per

hour

VDNs on any single

ACD and agent trace reports per hour

UE300

800 320 320 160,000 5200

(2CPUs) E3500

1200 480 480 240,000 7800

(2CPUs) E3500

2400 960 960 480,000 15,600

(4CPUs)

Delay estimates The following table est imat es the delay (in seconds) to navigate VDNs for

some CMS hardware platforms running

CentreVu

Visual Vectors Server

software:

VDNs 250 500 1000 2000 4000 8000 Sparc 5 9.0 14.1 24.4 45.0 86.2 168.6 Ultra 5 5.8 9.0 15.6 28.8 5 5.2 107.9 UE3000

4.5 7.1 12.2 22.5 43.1 84.3

(1 CPU) UE300

2.3 3.6 6.1 11.3 21.6 43.2

(2CPUs) E3500

1.5 2.4 4.1 7.6 14.6 28.6

(2CPUs) E3500

0.8 1.2 2.1 3.8 7.3 14.3

(4CPUs)

Introduction

CentreVu Visual Vectors Training 1-20

CentreVu

Visual Vectors User Guide Release 8

CentreVu

............................................................................................................................................................................................................................................................

Training included with

Available courses The available training courses are shown in this table.

Visual Vectors Training

If you are a U.S. customer, your Lucent Technologies Project Manager

software

should call 1-800-255-8988 to schedule the appropriate classes for you. For training outside the United Stat es, conta ct your local Lucent dist ributor or representative.

Course Number

BTC124H 1460-

BTC138H

PEC Course Name Description

DEFINITY

057

ECS with EAS

DEFINITY

ECS G3 ACD with V ectoring

A 4-day course that provides training on the tasks required to set up a G3 switch with the EAS feature and design vectors.

A 4-day course that provides training on the tasks required to set up a application with the G3 switch and the EAS feature, administer

CentreVu

on ACD activity, and use the Vectoring and Forecast features.

CentreVu

CMS, interpret reports

CMS call center

BTC429M

BTC155H 1462-

1470016a

031

DEFINITY

ACD and Vectoring

CentreVu

Supervisor Administration with EAS

This CD-ROM course lasts approximately 1.5 hours. It provides hands-on experience administering the ACD feature with vectoring.

A 4.5 day class that provides training on the tasks required to administer

CentreVu

reports of ACD activity in the

CentreVu

use the vectoring and forecasting features in the CMS interface.

CentreVu

Supervisor, interpret Supervisor Interface and

CMS using

Introduction

CentreVu Visual Vectors Training 1-21

CentreVu

Visual Vectors User Guide Release 8

Course

PEC Course Name Description

Number

BTC154H 1462-

030

BTC447M 1472-

006

BTC115H 1462-

014

CentreVu

Supervisor Administration

CentreVu

Supervisor V6 Administration

(with and without EAS)

CentreVu

CMS Custom Reports

A 4.5 day class that provides training on the tasks required to administer

CentreVu

Supervisor, interpret

CMS using

reports of ACD activity in the

CentreVu

Supervisor Interface and use the vectoring and forecasting features in the CMS interface.

This CD-ROM course lasts approximately four hours. It cover s the tasks required to administer CMS and how to use the

CentreVu

Supervisor tools. This course includes system simulations, hands-on exercises and supporting material.

A 3 day class that p rovides training on the tasks required to develop CMS custom reports.

BTC450M

1472005

BTC467M not

listed

CentreVu

Advocate: Breakthrough Solutions

CentreVu

Visual Vectors User Training

This CD-ROM course lasts approximately 4 hours. It teaches how to use

CentreVu

Advocate to better manage their Call Center Resources. This course includes system simulations, hands-on exercises and support material.

This CD-ROM course lasts approximately 2 hours. It teaches how to uses Visual Vectors to create vectors and how to assign VDNs to vectors. The course includes system simulations, hands-on exercises and supporting material.

Introduction

CentreVu Visual Vectors Training 1-22

Course notes

CentreVu

Visual Vectors User Guide Release 8

Price Elements Codes (PECs) should be used only to enroll additional persons (those who are not the two persons to receive training at no additional charge).

The last lesson (the la st hal f- day) i n the Admi nistr ation cour ses covers t he Forecast feature. Also, the student can view the

CentreVu

Visual Vectors User Trainin g CD-ROM. If you have not purchased the Forecast or Vectoring features, you do not have to attend this session.

Other training

You may benefit by taking additional courses (available at additi onal charges) in the following subject areas:

• Traffic Theory/Data Analysis

• Host Computer Administration

• Switch Administration. You automatically receive the following Individualized Learning Programs

(booklets) after one of your call center's employees is enrolled in the

CentreVu

CMS Administration course:

• ACD Fundamentals

• Vectoring and EAS Basics.

Setting Up Your Call Center Worl d

CentreVu

Visual Vectors User Guide Release 8

2 Setting Up Your Call

Center World

-1

2

Overview

............................................................................................................................................................................................................................................................

Purpose This chapter explains how to set up the Call Center World seen in the

Navigator. It is divided into the following sections:

• Call Center World Overview

• Adding and Deleting Objects in the Call Center World

• Call Center World Objects

• Call Center World Object Properties. See the overview to each section for a preview of the section's contents.

Setting Up Your Call Center Worl d

Call Center World Overview 2-2

CentreVu

Visual Vectors User Guide Release 8

Call Center World Overview

Overview

............................................................................................................................................................................................................................................................

Purpose To use the Visual Vectors software, you need to set up a Call Center

World. A number of ACD, must be understood to set up your Call Center Worl d.

CentreVu

CMS and

CentreVu

Supervisor terms

Setting Up Your Call Center Worl d

Terms You Need to Know 2-3

CentreVu

Visual Vectors User Guide Release 8

Terms You Need to Know

............................................................................................................................................................................................................................................................

Terms Before you begin using the software, you should know the meaning of

several terms. These terms, as well as others, are also defined in the Glossary.

Accelerator Keys Keys that provide shortcuts to actions available on the menu.

CentreVu

currently working (usually indicated by a highlighted title bar). Visual Vectors has a Framework window and windows for each of the tools, including Navigator, Vector Editor, and VDN Assignment.

Container An object in your Call Center World that logically contains other entities or objects. For example, each CMS object in your Call Center World can contain as many as 8 ACD objects, each of which contains entity folders (for announ cements, split or skill objects, trunk groups, VDNs, and vectors).

Context menu A menu with specific actions for an entity or item. Entity A generic ter m that refers to one of the following: Announcement,

Split/Skill, Trunk Group, VDN, or Vector. Entities that Vectors can view or administer include Vectors and VDNs. Entity names are obtained from the Visual Vectors results in changes to the CMS Dictionary.

Folder An object in the Navigator tool that contains enti ti e s (announcements, splits/skills, trunk groups, VDNs, and vectors). Folders are used to visually group all entities of a specific type for an ACD.

Input field An area in a window into which you enter one or more valid values. Valid values may be integers, for exam ple, or names assigned in the

Visual Vectors window The window in which you are

CentreVu

CMS Dictionary.

CentreVu

CMS Dictionary; renaming entities using

Visual

Menu bar A menu bar is under the title bar of most windows. The menu bar shows the menu names available for that particular window (for example, File and Help). You select an item from one of these drop-down menus.

Navigator A window that displays after you select it from t he Tools menu or toolbar in the

hierarchical “tree” view of your Call Center World on the left and a list of objects or entities on the right.

CentreVu

Framework window. It consists of two panes: a

Setting Up Your Call Center Worl d

Terms You Need to Know 2-4

CentreVu

Visual Vectors User Guide Release 8

Object Any item which may appear in your Call Cente r World t hrough the

Navigator tool. Objects can be containers of other objects or entities (VDNs folder), or an object may be an administrable entity itself (VDN).

Status bar A status bar is acr oss the bottom of some windows. The status bar shows information about the current action in that window.

Title bar A title bar is across the top of most windows. The title bar s hows the name of that particular window (for example, Navigator). Titles of open tool windows will be listed on the Window menu of

CentreVu

Framework.

Toolbar A toolbar is under the menu bar of most windows. Toolbar icons represent actions you can perform.

Tooltips Tooltips are available in most windows by placing the mouse cursor over an item for two seconds. Tooltips usually describe the actions performed by selecting an icon. Tooltips can be disabled on the Preferences window accessed from the Tools menu of

CentreVu

Framework. VDN Assignment Wizard A series of dialogue boxes that displays after

you select it from the Tools menu or toolbar. It consists of several steps presented in the dialogue boxes; for example, one filters and selects the VDNs you wish to assign, and another performs the assignment(s).

Vector Editor This software tool, accessed from

CentreVu

Framework, allows you to create and edit vectors visually, by dragging and dropping icons representing commands fr om a palette and arranging them into vector steps in a work area. You can attach comments, change layout, and save and print the vectors.

Setting Up Your Call Center Worl d

Adding and Deleting Objects in the Call Center World 2-5

CentreVu

Visual Vectors User Guide Release 8

Adding and Deleting Objects in the Call Center World

Overview

............................................................................................................................................................................................................................................................

Purpose This section describes how you add or delete objects in your Call Center

World.

In this section Topics in this section include:

• Basic Framework window features

• Basic Navigator window features

• Using Visual Vectors window

• Adding new Centre Vu CMS servers

• Adding objects

• Selecting objects and performing actions

• Deleting objects

• Renaming objects

• Changing other object properties

• Rules for field entry

Setting Up Your Call Center Worl d

Basic Framework Window Features 2-6

CentreVu

Visual Vectors User Guide Release 8

Basic Framework Window Features

............................................................................................................................................................................................................................................................

Overview This section descr ibe s the features of the

the Visual Vectors software.

Framework window The following figure shows CentreVu Framework window:

System menu box A common convention. The system menu box enables you to perfor m

basic operations, such as closing the current wi ndow or software progr am.

Titl e bar A common convention. The title bar shows the name of the tool. When a

vector is open in the Vector Editor, its name is shown.

Minimize, maximize/

restore, and close

buttons

A common convention. The buttons adjust the size of the current window, or close it.

CentreVu

Framework window in

Toolbar The toolbar contains buttons for quick access to specific features of the

application. When you move your cursor over a toolbar button, a tool tip displays with a brief descriptio n of what the button does. After you sele ct a button, the status bar displays a description of the command that the particular button is performing.

These buttons appear on the toolbar.

Button Function

Connect Initiates a connection to a CMS server. Disconnect Disabled until you are connected to a CMS server. Navigator Accesses the window for the Navigator tool. Vector Editor Accesses the window for the Ve ctor Editor tool.

Setting Up Your Call Center Worl d

Basic Framework Window Features 2-7

CentreVu

Visual Vectors User Guide Release 8

Button Function

Status bar The status bar is locat ed at the bottom of the

Menu bar A common convention. The menu bar lists the available drop-down

File menu

Connect/Disconnect

windows

VDN Assignment Wizard

CentreVu Supervisor

Accesses the first of a series of dialogue boxes for the VDN Assignment Wizard tool.

Launches CentreVu Supervisor Version 6 or later, if that program is installed correctly. If not, this button does not appear.

Help Contents Launches the Help application window for Visual

Vectors.

CentreVu

Framework and Vector Editor windows. Framework displays a brief description of what actions are occurring; Vector Editor displays the number of steps in the current vector.

menus. This section identifies the menus that are available before you log into the CMS server: File, Tools, Window, and Help.

The following figure shows the Connect to Server window that displays from the file menu:

Setting Up Your Call Center Worl d

Basic Framework Window Features 2-8

CentreVu

Visual Vectors User Guide Release 8

The following figure shows the Disconnect window that displays from the file menu:

File Menu items From this menu, you can initiate or discontinue a connection to a CMS

server . The menu has the following items. Connect Displays the Connect to server window.

You can select from the drop-down list of servers to which you’ve previously connected, or select the New CMS button to identify a new server to log into and add to your Call Center World.

Disconnect Displays the Disconnect window listing servers to which you are connected.

Highlight the server(s) from which you wish to disconnect and select the Disconnect button or press the

Enter key.

Exit Automatically disconnects from any CMS servers to which you are

connected and then closes

CentreVu

Framework window. A warning

message appears if you have open tool windows.

Tools Menu Select the Tools menu to access the following items.

Navigator Opens the window for the Navigator. You can view, add,

delete, or move objects in your Call Center World using this window. Vector Editor Opens the window for the Vector Editor. You can create

new or edit existing vectors in thi s window, and then save them to an ACD (if you have the needed permissions) or the scratchpad on your PC.

Setting Up Your Call Center Worl d

Basic Framework Window Features 2-9

CentreVu

Visual Vectors User Guide Release 8

VDN Assignment Wizard Opens the first of a series of dialogue boxes

for the VDN Assignment Wizard. This tool consists of dialogue boxes that lead you through a seri es of steps. It enables you to assign VDNs to vectors and VDN skill preferences. You can also view which VDNs are assigned to which vectors and, if necessary, change those assignments.

CentreVu

session of

Supervisor (if installed correctly) Launches a separate

CentreVu

Supervisor. Other than this shortcut, the two

programs are autonomous. Preferences... Opens the Preferences window. You can view or modify

settings such as Locale and whether Tooltips are enabled. Advanced Debugging... Used for debugging. Do not change the sett ings

on the Advanced window unless you are instructed to do so by a Lucent Technologies assistant.

Window Menu Select Window from the menu bar to choose from the following items.

Close All Closes the windows of all open tools, but leaves the

CentreVu

Framework window open and Visual Vectors software running.

Window List Makes the selected Visual Vectors tool the current window.

Help Menu Press the F1 key or select the Help button to display help on a window or

tool. Select Help from the menu bar to choose from the following options. Help Contents Opens the Help window, and displays the Visual Vectors

table of contents. About… Displays the About

CentreVu

Visual Vectors… window, which

shows the software build number.

Setting Up Your Call Center Worl d

Basic Navigator Window Features 2-10

CentreVu

Visual Vectors User Guide Release 8

Basic Navigator Window Features

............................................................................................................................................................................................................................................................

Overview Whether you are logged into a CMS server and your

Visual Vectors user permissions determines the objects shown in Navigator and the menu items and toolbar buttons available to you for those objects.

Navigator Toolbar The toolbar contains buttons for quick access to specific features of the

application. When you move your cursor over a toolbar button, a tool tip displays with a brief description of the command the button performs and a tooltip.

The default Navigator toolbar buttons are as follows:

Button Function

Up One Level Makes the parent of the current object the new current

object.

New Creates a new object (scratchpad or vector) within the

current object. Delete Deletes the currently selected object. Rename Enters the edit mode on the name property of the selec ted

object. Properties Displays the Property window for the current object(s).

CentreVu

CMS/

Undo Undoes the last action performed in this window. Redo Performs the last action undone in this window. Cut Removes the selected object(s) to be pasted later. Copy Copies the selected object(s) to be pasted later. Paste Pas tes the previo usly cut or copied object(s) into the

current folder. Details Changes the view in the right-hand pane from a list of

object icons to one row of data per object. List Changes the view in the right-ha nd pa ne f ro m one row of

data per object to a list of object icons. Help Contents Starts the Help system and displays the def ault page. Thi s

function may take several seconds.

Setting Up Your Call Center Worl d

Basic Navigator Window Features 2-11

CentreVu

Visual Vectors User Guide Release 8

Status indicators These indicators in the Navigator tell you about the state of a CMS server

and its measured ACDs.

This indicator …Displays …

Login status The icon for the CMS object in Navigator displays a

black screen if you ar e not connected. ACD link status Icons for the ACDs tha t a re s upp ort ed by the CMS. If the

link to an ACD is down, the icon is crossed out. If the

CMS server is connected to the ACD via a TCP/IP

connection and the connection is in a transient state, the

icon changes to a straight line.

Menu bar This section identifies the four menus that are avai lable after you l og into a

CMS server: File, Edit, View, and Help.

File Menu The File menu has the following items.

New Creates a new object in your Call Center World. Delete Removes an object from your Call Center World. Rename Enters the editing mode for the name property of the selected

object.

Properties Accesses the Properties window for the selected object. Close Closes the current window.

Edit Menu The Edit menu has the following items.

Undo Undoes the last action performed in this Navigator session. Redo Redoes the last action that was undone in this Navigator session. Cut Removes the selected object to be pasted later. Copy Copies the selected object to be past ed lat e r. Paste Pastes the object that was previously cut or copied.

View Menu The View menu has the following items.

Up One Level Highlights the “par ent” object of the selected object in the

left pane, displaying the parent object's contents in the right pane. Details Changes the information displayed in the right pane for objects

selected in the left pane. Details view is the default, showing one row for each object contained in the object selected in the lef t pane. Each row contains columns for the Name, Type, and your read/write Permissions of the object.

Setting Up Your Call Center Worl d

Basic Navigator Window Features 2-12

CentreVu

Visual Vectors User Guide Release 8

List Changes the information displayed in the right pane for objects

selected in the left pane. List view shows one named icon for each object contained in the object that is selected in the left pane.

Refresh Refreshes and redraws the highlighted pane in the current window.

Help Menu Press the F1 key or select the Help button to display help on a window or

tool. Select Help from the menu bar to choose from the following items. Help Contents Opens the Help window, and displays the Visual Vectors

table of contents. About… Displays the About

CentreVu

shows the software build number.

Visual Vectors… window, which

Setting Up Your Call Center Worl d

Using Visual Vectors Windows 2-13

CentreVu

Visual Vectors User Guide Release 8

Using Visual Vectors Windows

............................................................................................................................................................................................................................................................

Overview This section describes how to use features that are common to all Visual

Vectors windows: the menus, toolbars, and Help system.

Visual Vectors menus To select a menu item, choose any of the following methods:

• Click on the item.

• Use the arrow keys to highlight the item and then press the

• Hold down the

Alt key and press the underlined letter in the menu

item you want to select

• Press the key or combination of keys (usually the

Alt key or the Ctrl

key and a letter key) assigned to the operation. For example, use

Ctrl+C to copy.

Enter key.

Visual Vectors toolbars All items available on Visual Vectors toolbars are also available within the

menus. To select a toolbar item, click on the icon.

Help system Press the

F1 key or select the Help button to display help for a window.

Select Help from the menu bar to choose from the help options described in Basic Framework Window Features (2-6).

...........................................

Setting Up Your Call Center Worl d

Adding New CentreVu CMS Servers 2-14

CentreVu

Visual Vectors User Guide Release 8

Adding New

............................................................................................................................................................................................................................................................

CentreVu

CMS Servers

Procedure To establish a connection with a new

CentreVu

CMS server (one that is

not already in your Call Center World), compl ete the following steps:

................................................. ................................................................... ............

1 In the CentreVu Framework window, select Connect from the File menu

or the toolbar, and then select New CMS in the Connect to server window.

OR In the Navigator window, highlight Call Center Wo rld i n the l eft- hand pan e,

and then select New CMS from the File or context menu.

Result: The New CMS window opens.

................................................................................................................................

2 Type the hostname or IP address of a

CentreVu

CMS/Visual Vectors

server in the Server Network Address box.

................................................. ................................................................... ............

3 Enter your

................................................. ...............................................................................

CentreVu

CMS login ID in the Login ID text box.

4 Type your CMS password in the Password text box.

...........................................

E

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Setting Up Your Call Center Worl d

Adding New CentreVu CMS Servers 2-15

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5 Select OK.

Result: If the CMS server you entered:

• Exists and can be connected to — a new CMS object will be added to your Call Center World and you will be connected to this new server.

• Doesn't exist or cannot be connected to — an error message will be displayed showing the cause of the failure. Go to step 2.

ND OF STEPS

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Setting Up Your Call Center Worl d

Adding objects 2-16

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Adding objects

............................................................................................................................................................................................................................................................

PurposePurpose You may want to add an object (for example, a new vector for an ACD in

the Vector Folder) in your Call Center World. First, select a container for the object (for example, Vector Folder) in a Navigator window.

Adding an object Do this procedure to add an object (a new vector or scratchpad) to your

Call Center World. If you add or save a vector to the Vector Folder on a measured ACD it will be added to the CMS database.

................................................................................................................................

1 In the Navigator window, highlight a scratchpad or Vector Folder in the

left-hand pane, and then select R6 V ector (EAS) , R6 Vector (EAS NonPrompting), R6 Vector (Non-EAS,), R6 Vector (Non-EAS NonPrompting), R8 Vector (EAS), R8 Vector (EAS Non-Prompting), R8 Vector (Non-EAS,), or R8 Vector (Non-EAS Non-Prompting)from the context menu. If you highlighted a scratchpad, you can also select Scratch Pad from the menu.

Result: A new vector window or a New ScratchPad window opens.

................................................. ...............................................................................

2 Fill in the required informati on in t he input fie ld(s) on the wi ndow. For a

new vector, a Name (and Id, if on an ACD) are required.

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E

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Setting Up Your Call Center Worl d

Adding objects 2-17

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3 Select OK.

Result: If the addition

• was successful, the new object will appear in the Navigator.

• failed, an error message will be displayed showing the c ause of the failure.

ND OF STEPS

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Setting Up Your Call Center Worl d

Selecting objects and performing actions 2-18

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Selecting objects and performi ng actions

............................................................................................................................................................................................................................................................

Overview To perform any action on an object in your Call Center World, you must

first select the object. To select an object, choose any of the following methods:

• Click on the object

• Use the arrow keys to highlight the item and then press

• To s e lect the object that contains the currently selected object, selec t Up One Level from the View menu or Navigator toolbar.

Input window actions Use these input window features to do the following:

Feature Action

Menu bar Pull down a list of actions, edit options, and on-line help.

Enter

Toolbar action

Click a button to perform an action.

buttons Input fields Type in the information needed to complete an action. Selection list View a list of the conten t you may ent er in the input field.

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Setting Up Your Call Center Worl d

Deleting objects 2-19

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Deleting objects

............................................................................................................................................................................................................................................................

PurposePurpose You may want to del ete a CMS from your Call Center World or a vector

from the

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Navigator window.

Getting info rmation Do this procedure if you need information from the CMS database before

you delete the item.

................................................. ...............................................................................

1 Select Properties from the File or context menu, select the Properties

button on the toolbar, or press Alt+Enter.

................................................................................................................................

CMS database. To delete an object, first select it in a

2 Locate the information for the item you want to delete and note the

relevant information.

................................................. ................................................................... ............

3 Close the Properties window.

Result: The Navigator window displays.

ND OF STEPS

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Deleting an object Do this procedure to delete an object (a CMS or vector) from your Call

Center World.

................................................................................................................................

1 Select the object.

................................................................................................................................

2 Select Delete from the File or context menu, select the Delete button on

the toolbar, or press

Result: If the deletion

Delete.

• was successful, the contents of the object will be deleted and replaced with an empty vector in the Dictionary.

• failed, an error message will be displayed showing the c ause of the failure.

ND OF STEPS

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Renaming objects 2-20

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Renaming objects

............................................................................................................................................................................................................................................................

PurposePurpose You may want to rename an object that already exists in your Call Center

World. First, select the object to be renamed.

Getting info rmation Do this procedure if you need information from the CMS database before

you rename the item.

................................................. ...............................................................................

1 Select Properties from the File or context menu, select the Properties

button on the toolbar, or press Alt+Enter.

Result: The Properties of an object window appears.

................................................................................................................................

2 Locate and note the relevant infor mation. For example, verify the Type

of the Vector you want to rename.

................................................................................................................................

3 Close the Properties window.

Result: The Navigator window displays.

ND OF STEPS

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Renaming objects 2-21

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Renaming an object Do this procedure to rename an ACD object in the CMS database.

................................................. ...............................................................................

1 Select the object.

................................................................................................................................

2 Select Rename from the File or context menu, or select the Rename

button on the toolbar.

Result: The Renaming object window displays with the Name property

field highlighted.

................................................................................................................................

3 Type in the new name or edit the existing name and then select OK.

Result: If the object was

• renamed, the new name appears in the Navigator.

• not renamed, an error message will be displayed showing the cause of the failure.

ND OF STEPS

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Setting Up Your Call Center Worl d

Changing other object properties 2-22

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Changing other object properties

............................................................................................................................................................................................................................................................

PurposePurpose If you want to view or change the properties of one or mor e obj ect(s) , cli ck

on the Properties toolbar butt on or select the menu item in the Navigator. A Properties window will open, from which you can make your selection(s).

Single object If the property window is for a single object or entity (one split/skill, vector,

VDN, or trunk group), a property window appears.

For split/skill, VDN, vector, trunk group and ACD, the window contains properties for an object for which you have permissions in the CMS Dictionary.

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Changing other object properties 2-23

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Multiple ob je c ts If the property window is for multiple entities such as split/skills, vectors,

VDNs, or trunk groups, a multiple-obj ect property window appears.

Changing properties

For split/skill, VDN, vector, trunk group and ACD, the window contains properties for the objects for which you have permissi ons in the CMS Dictionary.

...............................................................................................................................................................................

1 Click on the Properties toolbar button or select the menu it em in the

Navigator.

Result: A Properties window will open, in which you can edit certain

item(s).

................................................. ................................................................... ............

2 Click in (or Tab to) the property f ields you want to change and edit the

value in the field(s).

Result: A red box will be drawn around property field s with i nvalid

values.

................................................. ................................................................... ............

3 When you have made all your changes and no red boxes appear, s elect

OK.

ND OF STEPS

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Setting Up Your Call Center Worl d

Rules for Field Entry 2-24

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Rules for Field Entry

............................................................................................................................................................................................................................................................

Purpose When you change certain properties using Visual Vectors software, the

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input field: name (synonym), description, and number. This section describes the rules that apply to each class.

Name A name (synonym) property field:

• M ust begin with an alphabetic character. Characters are case

• Can be 1 to 20 characters. Letters, numbers, underscores ( _),

Description A description property field can be 1 to 50 characters. All keyboard

characters are allowed except backsl ash ( \), grave acc ent ( ‘), tilde ( ~ ), double quotes ( "), pipe symb ol ( |), asterisk ( *), and question mark ( ?).

CMS server database is updated. CMS has three classes of

sensitive.

blanks, commas ( ,), periods ( .), and plus signs ( +) are valid.

Number

A numeric entry can be a single value valid for the numeric property field.

Setting Up Your Call Center Worl d

Call Center World Objects 2-25

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Call Center World Objects

Overview

............................................................................................................................................................................................................................................................

Purpose Objects include items on which you can perform actions in your Call

Center World. The object s may be v ectors, f or example, o r trun k groups or ACDs.

No matter which tool you use to select an object, the way in which you perform an action is the same.

In this section T opics include:

• O bjects in your Call Center World.

Setting Up Your Call Center Worl d

Objects in Your Call Center World 2-26

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Objects in Your Call Center World

............................................................................................................................................................................................................................................................

Overview The following describes all objects possible in your Call Center World.

• Call Center World object (2-26)

• ScratchPad object (2-27)

• CMS object ( 2-27)

• ACD object ( 2-28)

• Announcement Folder object (2-28)

• Announcement object (2-28)

• Split/Skill Folder object (2-28)

• Split/Skill object (2-28)

• Trunk Group Folder object (2-29)

• Trunk Group obj ect (2-29)

• Vector Folder object (2-29)

• V ector object (2-30)

• VDN Folder object (2-30)

• VDN object ( 2-30)

Call Center World object The following describes the Call Center W orld object:

Actions Description

Explore Expands the Call Center World to show one or more CMS

Servers for which y ou have r ead or re ad/wri te per missio n.

Disconnect All Displays the Disconnect window with all connec ted CMS

servers highlighted.

Navigator Launches Navigator window with the Call Center World

as place to start browsing.

New CMS Accesses the New CMS window to add a new server to

your world.

Properties Displays properties of the Call Center World.

Setting Up Your Call Center Worl d

Objects in Your Call Center World 2-27

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ScratchPad object The following describes the ScratchPad object:

Actions Description

Explore Expands the ScratchPad. Navigator Launches Navigator window wi th the ScratchPad as place

to start browsing. New ScratchPad Creates a new ScratchPad. New EAS Vector

Creates a new EAS Vector. (R6 or R8)

New Non-EAS

Creates a new Non-EAS Vector. Vector (R6 or R8)

New EAS, Non-

Creates a new EAS, Non-Prompting Vector. Prompting V ector (R6 or R8)

New Non-EAS,

Creates a new Non-EAS, Non-Prompting Vector. Non-Prompting Vector (R6 or R8)

Cut Cuts the selected S cratchPad, to be pasted la ter. Copy Copies an object, to be pasted later. Paste Pastes an object, if there is one cut or copied. Delete Deletes the ScratchPad. Rename Places user in edit mode for the ScratchPad name field in

the Renaming ScratchPad window. Properties Displays properties of the ScratchPad.

CMS object The following describes the CMS object:

Actions Descriptions

Explore Expands the CMS object to show one or more ACDs for

which you have read or read/write permission. Connect Displays the Connect to server window for this CMS. Disconnect Displays the Disconnect window with this CMS

highlighted. Navigator Launches Navigator window with the CMS as the place

to start browsing. Delete Removes the CMS from your Call Center World. Properties Displays properties of the CMS.

Setting Up Your Call Center Worl d

Objects in Your Call Center World 2-28

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ACD object The following describes the ACD object:

Actions Descriptions

Explore Expands the ACD object to show folder s of CMS enti ties . Navigator Launches Navigator window with the ACD as the place

to start browsing. Rename Places you in edit mode for the ACD name field in the

Renaming ACD window. Properties Displays properties of the ACD.

Announcement Folder

The following describes the Announcement Folder obj ect:

object

Actions Descriptions

Explore Expands the Announcement Folder. Navigator Launches Navigator window with the folder as place to

start browsing. Properties Displays properties of the Announcement Folder.

Announcement object The following describes the Announcement object:

Actions Descriptions

Navigator Launches Navigator window with the announcement as

place to start browsing. Rename Places user in edit mode for t he announce ment name field

in the Renaming announcement window. Properties Displays properties of the announcement.

Split/Skill Folder object The following describes the Split/Skill Folder object :

Actions Descriptions

Explore Expands the Split/Skill Folder. Navigator Launches Navigator window with the folder as place to

start browsing. Propertie s Displays properties of the Split/Skill Folder.

Split/Skil l o b je c t The following describes the Split/Skill object:

Actions Descriptions

Navigator Launches Navigator window with the split or skill as

place to start browsing.

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Objects in Your Call Center World 2-29

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Actions Descriptions

Rename Places us er in edit mode for the Split/S kill name field in

the Renaming split/skill window. Properties Displays properties of the Split/Skill.

Trunk Group Folder

The following describes the Trunk Group Folder object:

object

Actions Descriptions

Explore Expands the Trunk Group folder. Navigator Launches Navigator window with the folder as place to

start browsing. Properties Displays properties of the Trunk Group folder.

Trunk Group object The following describes the Trunk Group object :

Actions Descriptions

Navigator Launches Navigator window with the trunk group as

place to start browsing. Rename Places user in edit mode for the Trunk Group name field

in the Renaming trunk group window. Properties Displays properties of the Trunk Group.

Vector Folder object The following describes the Vector Folder object:

Actions Descriptions

Explore Expands the Vector Folder. Navigator Launches Navigator window with the folder as place to

start browsing. New Vector Creates a new vector with one Stop step in the folder. Paste Pastes a vector if there is one cut or copied. Properties Displays properties of the Vector Folder.

Setting Up Your Call Center Worl d

Objects in Your Call Center World 2-30

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Vector object The following describes the Vector object:

Actions Descriptions

Edit Accesses the Vector Editor tool to edit the vector. View as ASCII Displays the vector in a window as plain text (read-only). Navigator Launches Navigator window with the vector as place to

start browsing. Cut Copies a vector to memory and replaces it with a blank

vector. Copy Copies a vector to be pasted later. Delete Deletes the vector from the folder for this ACD. This

replaces it with a bl ank vect or, and leaves the name in the

Dictionary. Rename Places user in edit mode for the Vector name field in the

Renaming window. Properties Displays properties of the vector.

VDN Folder object The following describes the VDN Folder object:

Actions Descriptions

Explore Expands the VDN folder. Navigator Launches Navigator window with the folder as place to

start browsing. Properties Displays properties of the VDN Folder.

VDN object The following describes the VDN object:

Actions Descriptions

Navigator Launches Navigator window with the VDN as place to

start browsing. Rename Places user in edit mode for the VDN name field in the

Renaming VDN window. Properties Displays properties of the VDN.

Setting Up Your Call Center Worl d

Call Center World Object Properties 2-31

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Call Center World Object Properties

Overview

............................................................................................................................................................................................................................................................

Purpose Use object properties to change certain allowable parameters of:

• Any entities of the ACD, including announcements, splits/skills, trunk groups, VDNs, and vectors

• VDN administration (for example, i ts assigned vector and skill preferences)

In this section T opics include:

• Properties of Objects.

Setting Up Your Call Center Worl d

Properties of Objects 2-32

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Properties of Objects

............................................................................................................................................................................................................................................................

Overview The following describes the properties of all objects in your Call Center

World.

• Call Center World object (2-32)

• ScratchPad object (2-32)

• CMS object ( 2-33)

• ACD object ( 2-33)

• Announcement Folder object (2-34)

• Announcement object (2-34)

• Split/Skill Folder object (2-34)

• Split/Skill object (2-35)

• Trunk Group Folder object (2-35)

• Trunk Group obj ect (2-35)

• Vector Folder object (2-36)

• V ector object (2-36)

• VDN Folder object (2-36)

• VDN object ( 2-37)

Call Center World object The following describes properties of the Call Center World object:

Properties Description

Name You cannot edit this name. Type Type of object (World). Permission Displays permission (R for read) you have for World. Description Characters describing t he Call Center W o rld. You can edit

this field.

ScratchPad object The following describes properties of the ScratchPad object:

Properties Description

Name Name of a folder containing off-line vectors. Type Type of object. Permission Displays scratchpad permissions (read and write). Description Characters describing the scr atc hpa d obj ect. You can e dit

this field.

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Properties of Objects 2-33

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CMS object The following describes properties of the CMS object:

Properties Description

Name Name of the CentreVu CMS server. You cannot edit this

name. Type Type of CMS. Permission Displays permissions (R for read, blank for none) you

have for the CentreVu CMS server. Version Centre Vu CMS server software release and version

numbers, for example R3V8. Locale CentreVu CM S server software locale and time zone (for

example, TZ GMT – 05:00). Containee Count The number of objects (ACDs) contained within this

object.

ACD object The following describes properties of the ACD object:

Properties Description

Name Name of the ACD in the CentreVu CMS Dictionary. You

can rename it if you have ACD read and write access on

the CMS. Type Type of ACD Permission Displays ACD permissions (read, write, or both) you

have on the CentreVu CMS. Id Number identifying the ACD on the CentreVu CMS. Version DEFINITY server software release and version numbers,

for example ECS R6. Locale DEFINITY server software locale and time zone (for

example, TZ GMT — 05:00). Link Status Status (Link Up, Link Down) of the link to the ACD from

CMS. The ACD icon is crossed out in Navigator if the

link is down. ACD Features Features enabled on the ACD, which could be EAS,

Prompting, Vectoring. Description Characters describing the ACD in the CMS Dictionary.

You can edit this field.

Setting Up Your Call Center Worl d

Properties of Objects 2-34

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Announcement Folder

The following describes properties of the Announcement Folder object:

object

Properties Description

Name Name of the folder containing announcements for this

ACD. Type Type of object. Permission Displays announcement permissions (read, write, or both)

you have for this ACD. Containee Count Shows the number of announcements contained in the

folder.

Announcement object The following describes properties of the Announcement object:

Properties Description

Name Name of the announcement in the CMS Dictionary. You

can rename it if you have read/write permissions. Type Type of object. Permission Displays permissions (read, write, or both) for this

announcement. Extension Announcement extension number. Description Characters describing the announcement in the CMS

Dictionary. You can edit this field.

Split/Skill Folder object The following describes properties of the Split/ Skill Folder object:

Properties Description

Name Name of the folder containing measured splits or skills

for this ACD. Type Type of object. Permission Displays split/skill permissions (read, write, or both) you

have for thi s ACD. Containee Count Shows the number of splits/skills contained in the folder.

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Properties of Objects 2-35

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Split/Skil l o b je c t The following describes properties of the Split/Skill object:

Properties Description

Name Name o f the split/sk ill in the CentreVu CMS Dictionary. Type Type of object. Permission Displays permissions (read, write, or both) you have for

this split/skill. Description Characters describing the split/skill in the CMS

Dictionary. You can edit this field.

Trunk Group Folder

The following describes properties of the Trunk Group Folder object:

object

Properties Description

Name Name of the folder containi ng measured trunk groups for

this ACD. Type Type of object. Permission Displays trunk group permissions (read, write, or both)

you have for this ACD. Containee Count Shows the number of trunk groups contained in the

folder.

Trunk Group object The following describes properties of the Trunk Group object:

Properties Description

Name Name of the trunk group in the CentreVu CMS

Dictionary. Type Type of object. Permission Displays permissions (read, write, or both) you have for

this trunk group. Id Number identifying the trunk group on the CentreVu

CMS. Description Characters describing the trunk group in the CMS

Dictionary. You can edit this field.

Setting Up Your Call Center Worl d

Properties of Objects 2-36

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Vector Folder object The following describes properties of the Vector Folder object:

Properties Description

Name Name of the folder containing measured vectors for this

ACD. Type Type of object. Permission Displays vector permissions (read, write, or both) you

have for thi s ACD. Containee Count Shows the number of vectors contained in the folder.

Vector object The following describes properties of the Vector object:

Properties Description

Name Name of the vector in the CentreVu CMS Dictionary. Type Type of object. Permission Displays permissions (read, write, or both) you have for

this vector Description Characters describing the vector in the CMS Dictionary.

You can edit this field. Id Number identifying the vector on the CentreVu CMS. Step Count Shows the number of steps contained in the vector.

VDN Folder object The following describes properties of the VDN Folder object:

Properties Description

Name Name of the folder containing measured VDNs for this

ACD. Type Type of object. Permission Displays VDN permissions (read, write, or both) you

have for thi s ACD. Containee Count Shows the number of VDNs contained in the folder.

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Properties of Objects 2-37

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VDN object The following describes properties of the VDN object:

Properties Description

Name Name of the VDN in the CentreVu CMS Dictionary. Type Type of object. Permission Displays permissions (read, write, or both) you have for

this VDN. Extension VDN extension number. Vector Id Shows the number or synonym identifying the vector

assigned to this VDN. You can change this assignment if

you have VDN permissions on the CMS for the ACD. Description Characters describing the VDN in the CMS Dictionary.

You can edit this field. Skill Pref Sho ws what skill preference( s) is(are) assigned to this

VDN. You can change this assignment if you have VDN

permissions on the CMS for the ACD (EAS only).

Setting Up Your Call Center Worl d

Properties of Objects 2-38

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Using Framework and Navigator

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3 Using Framework and

Navigator

-1

3

Overview

............................................................................................................................................................................................................................................................

Purpose This chapter explains how to use

tool. It is divided into the following sections:

• Framework Software Overview

• How to Access Framework

• Selecting and Running Navigator

• Navigating Your Call Center World. See the overview to each section for a preview of the section's contents.

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Framework and the Navigator

Using Framework and Navigator

Framework Software Overview 3-2

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Framework Software Overview

Overview

............................................................................................................................................................................................................................................................

Purpose

In this section This section includes information you should know before starting the

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Vectors features and gives you the ability to manage any connections

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an overview of this software.

software:

• Framework's Features (3-3)

• Closing windows (3-4)

• Disconnecting and exiting the so ftware (3-5)

Framework gives you access to all of the Visual Vectors has to

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CMS servers. This section gives

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Visual

Using Framework and Navigator

Framework’ s Fea tures 3-3

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Framework’s Features

............................................................................................................................................................................................................................................................

Software functions

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• To allow access to a set of tools, including the Navigator, Vector

• To manage one or more connections to

• To help manage mu ltiple tool windows.

Framework has three main functions:

Editor, and VDN Assignment Wizard.

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required to perform ACD acti ons such as renaming entities, saving vectors, and making VDN assignments.

CMS servers

Using Framework and Navigator

Closing windows 3-4

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Closing windows

............................................................................................................................................................................................................................................................

How to close windows To close a window, select Close from the File menu, or press Alt+ F4.

To close all windows, select the Close All item on the Window menu from the

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Framework window.

Using Framework and Navigator

Disconnecting and exiting the software 3-5

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Disconnecting and exiting the software

............................................................................................................................................................................................................................................................

How to disconnect and

exit the software

To exit the software, select Exit from the File menu. You may exit the software while conne cted to one or more

server(s); Visual Vectors software disconnects you automatically befo re closing the

If you have open windows other than the (such as the Vector Editor or Navigator tools), and you tr y to exit, a message displays. Select Yes to disconnect and exit.

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Framework window.

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Framework window

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CMS

Using Framework and Navigator

How to Access Framework 3-6

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How to Access Framework

Overview

............................................................................................................................................................................................................................................................

Purpose From the

modify, add, and delete ACD items in the can use the Navigator to view or modify the properties of objects in your Call Center World, includin g renaming some typ es of objects. You can use the Vector Editor to create new vectors or edit existing ones, and you can use VDN Assignment Wizard to assign one or more VDN(s) to a vector.

No matter which tool you use to select an operation, the way in which you perform the operation is the same.

In this section This section includes the following information:

• Starting

• Accessing objects in your Call Center World

• Connecting to a

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Framework window you can access tools to view,

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Framework

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CMS Server.

CMS database. You

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Using Framework and Navigator

Starting CentreVu Framework 3-7

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Starting

............................................................................................................................................................................................................................................................

How to start Centre Vu

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Framework

Use the following steps to start the software on Microsoft Corp.Windows 95/98 or Microsoft Corp.Windows NT 4.0.

................................................................................................................................

1 Select Start from the taskbar.

................................................................................................................................

2 Select Programs from the Start menu.

................................................................................................................................

3 Select the “Lucent

................................................. ................................................................... ............

4 Select “

Result: The software program starts and the Framework window

opens. Although Visual Vectors is running, you are not yet connected to a CMS server.

CentreVu

Visual Vectors 8.0” program group.

Visual Vectors 8.0”.

Result:

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Framework is Visual Vectors main window. You will use the toolbar buttons and pull-down menus to access ACD information from a CMS server.

Result: The following figure illustrates how Framework appears before

logging into a CMS server.

ND OF STEPS

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Using Framework and Navigator

Accessing objects in your Call Center World 3-8

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Accessing objects in your Call Center World

............................................................................................................................................................................................................................................................

Procedure To access objects in your Call Center World, complete the following steps:

................................................. ................................................................... ............

1 Select Navigator from the Tools menu or Framework toolbar.

Result: The Navigator window opens.

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Accessing objects in your Call Center World 3-9

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2 From the File menu in Navigator, or by using the Navigator toolbar,

select New to add an object, Copy to copy an object to paste later, Delete to remove an object, Rename to change an object’ s name, or Properties to see an object’s properties.

Result: If you selected:

• New CMS — the New CMS Server window opens for you to

specify the parameters of a new server.

• New ScratchPad — the New ScratchPad window opens for you to

specify the name of a new off-line folder.

• New Vector — the New Vector window opens for you to specify

the name. This feature can create a new on-line vector that contains one Stop step or an empty off-line vector.

• Copy — the selected object is copied. You may paste it into an

allowable container.

• Delete — the selected object is removed.

• Rename — the Renaming object window appears with the object's

name highlighted for editing.

• Properties — the Properties window for the selected object opens.

Some fields may be editable; others are for display only.

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3 Complete entries on the New, Rename, or Properties window (as

applicable) and select OK.

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Using Framework and Navigator

Connecting to a CentreVu CMS Server 3-10

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Connecting to a

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Purpose You can use the Connect menu item or toolbar button to log into a CMS

Connection types From

Existing CMS A valid CMS login ID and password is entered in the Connect to server

New CMS To add a New CMS server to your Call Center W orld:

CentreVu

server.

CentreVu

server(s) in either of the following ways. Note that you are limited to one instance of a login ID per server.

window. Once you select a server and OK, the CMS connection is established automatically. If the connection is broken or dropped whi le you are working with tools, you will be prompted to save on-line open vectors elsewhere.

CMS Server

Framework, you can connect to one or more CMS

1. Access the New CMS window in one of the following ways:

•In the CentreVu Framework window, select Connect from the File menu or the toolbar, and then select New CMS in the Connect to server window.

• In the Navigator window, highlight Call Center World in the lefthand pane, and then select New CMS from the File or context menu.

2. Type the hostname or IP address of a CentreVu CMS/Visual Vectors server in the Server Network Address box. Type a valid Login ID and Password for the server in this window.

3. Select OK.

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Connecting to a CentreVu CMS Server 3-11

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Connecting to a server in

your Call Center World

To establish a CMS connection if the server exists in your Call Center World, complete the following steps:

................................................................................................................................

1 Select Connect from the File menu, or click the Connect button on the

toolbar.

Result: The Connect to server window opens.

................................................. ................................................................... ............

2 Enter your

................................................. ...............................................................................

CentreVu

CMS login ID in the Login ID text box.

3 Tab to or click in the Password text box.

................................................. ................................................................... ............

4 Type your CMS password in the Password text box.

................................................................................................................................

5 Select a CMS server in you Call Center World from the drop-down list.

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6 Select the Connect button.

Result: A status message indicates that t he software is connecting to

the CMS server.

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Using Framework and Navigator

Connecting to a CentreVu CMS Server 3-12

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Connecting to a new

CMS server

To establish a CMS connection if the server is not in your Call Center World, complete the following steps:

................................................................................................................................

1 Select New CMS from the File menu in the CentreVu Framework

window.

Result: The New CMS window opens.

................................................................................................................................

2 Type the hostname or IP address of a

CentreVu

CMS/Visual Vectors

server in the Server Network Address box.

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3 Enter your

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CentreVu

CMS login ID in the Login ID text box.

4 Type your CMS password in the Password text box.

................................................................................................................................

5 Select OK.

Result: If the CMS server you entered:

• Exists and can be connected to — a new CMS object will be added to your Call Center World and you will be connected to this new server.

• Doesn't exist or cannot be connected to — an error message will be displayed showing the cause of the failure. Go to step 2.

ND OF STEPS

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Using Framework and Navigator

Selecting and Running Navigator 3-13

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Selecting and Running Navigator

Overview

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Purpose This section introduces you to Navigator window features as they appear

both before and after connecting to a

instructions to — among other tasks — make menu selections, activate toolbar options, read status indicators, use windows, and enter values in input fields.

In this section This section includes the following information:

• Basic Navigator window features

• Using Navigator window features.

CentreVu

CMS server. Follow the

Using Framework and Navigator

Basic Navigator Window Features 3-14

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Basic Navigator Window Features

............................................................................................................................................................................................................................................................

Overview This section describes the features of the Navigator window.

Navigator window The following figure shows the Navigator w indow:

System menu box A common Microsoft Corp.Windows convention. The system menu box

Titl e bar A common Microsoft Corp.Windows convention. The title bar shows the

Maximize, minimize and

close buttons

enables you to perform Microsoft Corp.Windows operations, such as closing the current window or application.

name of the application.

A common Microsoft Corp.Windows convention. The buttons adjust the size of the current window or close it.

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Basic Navigator Window Features 3-15

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Toolbar The toolbar contains buttons for quick access to specific features of the

application. When you move your cursor over a toolbar button, a tool tip displays with a brief description of the command the butt on performs.

The default toolbar buttons are as follows:

Button Function

Up One Level Highlights the “parent” obj ect of the sel ected object in the

left pane, displaying the parent object's contents in the right pane.

New Creates a new object on the CMS server (or your PC

ScratchPad).

Delete Removes an object from the CMS server (or your PC

ScratchPad).

Rename Shows Renaming object window and enters the editing

mode for the name of the selected object. Properties Accesses the Properties window for the selected object. Undo Undoes the last action performed in this Navigator

session, up to four previous actions. Redo Redoes the last action that was undone in this Navigator

session, up to four previous actions. Cut Removes the selected object and saves it to be pasted

later. Copy Makes a copy of the selected object to be pasted later. Paste Pas tes the object that was previously cut or copied. Details Changes the information displayed in the right pane for

objects selected in the left pane. Details view is the

default, showing one ro w for ea ch objec t conta ined in t he

object selected in the left pane. Each row contains

columns for the object's Name, Number, Type, and your

read/write Permissions for it. List Changes the information displayed in the right pane for

objects selected in the left pane. List view shows one

named icon for each object contained in the object that is

selected in the left pane. Help Contents Opens the Help Topics window, and displays the table of

contents.

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Basic Navigator Window Features 3-16

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Status messages Visual Vectors ma y displ ay any of the following messages.

This message …Displays when …

Starting tool... A Visual Vectors window is opening. Framework is

locked during this time. Looking for items

to Connect...

Framework is searchin g you r Call Center World for CMS

servers.

Menu bar The menu bar identifies the four menus that are available after you log into

a CMS server: File, Edit, View, and H e lp .

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Basic Navigator Window Features 3-17

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File menu window The following figure shows the file menu in the Navigator window:

File menu items The File menu has the following items.

New Creates a new object on the CMS server (or your PC ScratchPad). Delete Removes an object from the CMS server (or your PC

ScratchPad). Rename Shows Renaming object window and enters the editing mode for

the name of the selected object.

Properties Accesses the Properties window for the selected object. Close Closes the Navigator tool’s window.

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Basic Navigator Window Features 3-18

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Edit menu window The following figure shows the edit menu in the Navigator window:

Edit menu items The Edit menu has the following items.

Undo Undoes the last action performed in this Navigator session, up to

four previous actions. Redo Redoes the last action that was undone in this Navigator session,

up to four previous actions.

Cut Removes the selected object and saves it to be pasted later. Copy Makes a copy of the selected object to be pasted later. Paste Pastes an object that was previously cut or copied.

Using Framework and Navigator

Basic Navigator Window Features 3-19

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View menu window The following figure show the view menu in the Navigator window:

View menu items The View menu has the following items.

Up One Level Highlights the “par ent” object of the selected object in the

left pane, displaying the parent object's contents in the right pane. Details Changes the information displayed in the right pane for objects

selected in the left pane. Details view is the default, showing one row for each object contained in the object selected in the lef t pane. Each row contains columns for the object's Name, its Type, and your read/write Permissions for it.

List Changes the information displayed in the right pane for objects selected in the left pane. List view shows one named icon for each object contained in the object selected in the left pane.

Refresh Refreshes and redraws both panes of the Navigator windows.

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Basic Navigator Window Features 3-20

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Help menu window The following figure shows the help menu in the Navigator window:

Help menu items Press the F1 key or select the Help button to display context-sensitive

help. Select Help from the menu bar to choose from the following items . Help Contents Opens the Help Topics window, and displays the table of

contents.

About… Opens the About… window, which shows the software version number.

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Using Navigator Window Features 3-21

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Using Navigator Wind o w Fe at ures

............................................................................................................................................................................................................................................................

Overview This section describes how to use three features that are common to

Navigator menus and the Help system.

Navigator menus To select a Navigator menu item, choose any of the following methods:

• Click on the item

• Use the arrow keys to highlight the item and then press Enter

• Press the you want to select

• Hold down the action. For example, use

Alt key and press the underlined letter in the menu or item

Ctrl key and press the ac celerat or key assig ned to the

Ctrl+C to copy.

Help system Press the

help. Select Help from the menu bar to choose from the Navigator help options described in Basic Navigator Window Features (3-14).

F1 key or select the Help button to display context-sensitive

Using Framework and Navigator

Navigating Your Call Center World 3-22

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Navigating Your Call Center World

Overview

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Purpose Use Navigator to browse the following ACD entities:

• Any entities of the ACD, including announcements, splits/skills, trunk groups, VDNs, and vectors

• VDN administration, including the vect or and skill preference(s) assigned to one or more VDN(s)

In this section The section includes the following information:

• Exploring an object

• Using property windows

• Com pleting input fields.

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Exploring an Object 3-23

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Exploring an Object

............................................................................................................................................................................................................................................................

Actions and Properties The objects visible in Navigator windows have sets of:

• Actions that may be performed on them (see Call Center World

Objects (2-25))

• Properties, some of which may be modified (see Using Property

Windows (3-24)).

How to explore an object

1 Browse your Call Center World and find the object you want.

• Click the + icon next to an object (for example, a CMS) to expand the display and show objects contained by that object (for example, ACDs).

• If needed to reduce clutter, click the – icon to the left of an object to collapse the display and hide the objects within that object.

................................................................................................................................

2 A double-click on an object performs t he default func tion. For exampl e,

a double-click on a container allows you to explore it. However, a double-click on a vecto r takes you d irectly to ed iting the selected vector.

Alternatively, you can right-click on the object and select an item from its context menu.

................................................. ...............................................................................

3 An object's context menu displays when you highlight the object and

right-click on it. Allowable actions are displayed in the menu.

ND OF STEPS

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For more information To se e what actions can be perfor med on each po ssible obj ect in your Call

Center World, refer to Call Center World Objects (2-25) .

Using Framework and Navigator

Using Property Windows 3-24

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Using Property Windows

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How to use property

windows

If you need to know... Then refer to...

What properties an object has Call Center World Object

Properties (2-31)

How to edit properties Completing Input Fields (3-25)

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Completing Input Fields 3-25

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Completing Input Fields

............................................................................................................................................................................................................................................................

Options You can complete an input field by doing one of the following:

• Enter the requested information in the text box.

• Select the information from a drop-down list of valid entries.

• Check a box for the input field.

Using Framework and Navigator

Completing Input Fields 3-26

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Using the Vector Editor

CentreVu

Visual Vectors User Guide Release 8

4 Using the Vector Editor

-1

4

Overview

............................................................................................................................................................................................................................................................

Purpose This chapter explains how to use the Vector Editor.

It is divided into the following sections:

• Vector Editor Overview

• Using the Vector Editor

• Printing Vectors.

See the overview to each section for a preview of the section's contents.

Using the Vector Editor

Vector Editor Overview 4-2

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Vector Editor Overview

Overview

............................................................................................................................................................................................................................................................

Purpose To run the Vector Editor, you need to start

select the Vector Editor from the Tools menu or the toolbar. The Vector Editor also starts when you open a vector through t he Navigator.

In this section Starting to use visual vectors introduces a number of ACD and

CMS terms, including:

• Terms you need to know

• Visual Vectors' features

• Starting the Vector Editor

• Accessing vectors in your Call Center World

• Closing windows

• Disconnecting and exiting the software.

CentreVu

Framework and then

CentreVu

Framework

CentreVu

AT&T CentreVu Visual - Vectors User Guide

Specifications and Main Features

Frequently Asked Questions

User Manual

Table of Contents

About this information product

Reason for reissue This document is being reissued to support Visual Vectors Release 8.0.

Safety labels Actions or inactions that may cause difficulties are labeled as follows:

Conventions used The following conventions are used throughout th is document.

Related documentation There are many documents that can help you use

How to order By telephone:

1 Introduction

Overview

General Information

Platforms and Required Software

Supported Switches

Prerequisite Switch and CentreVu CMS Features 1-6

Things to Know Before Using Visual Vectors

Interactions With CentreVu Supervisor 1-8

Interactions With CentreVu CMS 1-9

Terminology

Terms You Need to Know

Things to Know About Call Center Data

How CentreVu CMS Stores and Tracks ACD Data 1-15

Prerequisite System Administration

Configuring Visual Vectors Server

CentreVu Visual Vectors Training 1-20

Setting Up Your Call Center Worl d

Overview

Call Center World Overview

Terms You Need to Know

Adding and Deleting Objects in the Call Center World

Basic Framework Window Features

Basic Navigator Window Features

Using Visual Vectors Windows

Adding New CentreVu CMS Servers 2-14

Adding objects

Selecting objects and performi ng actions

Deleting objects

Renaming objects

Changing other object properties

Rules for Field Entry

Call Center World Objects

Objects in Your Call Center World

Call Center World Object Properties

Properties of Objects

Using Framework and Navigator

Overview

Framework Software Overview

Closing windows

Disconnecting and exiting the software

How to Access Framework

Starting CentreVu Framework 3-7

Accessing objects in your Call Center World

Connecting to a CentreVu CMS Server 3-10

Selecting and Running Navigator

Basic Navigator Window Features

Using Navigator Wind o w Fe at ures

Navigating Your Call Center World

Exploring an Object

Using Property Windows

Completing Input Fields

4 Using the Vector Editor

Overview

Vector Editor Overview