Avaya BCMS Vu User Guide

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BCMS Vu™ Software R2 V3 0

User Guide

585-217-102 Issue 3 July 2001

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While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

Documentation disclaimer

Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User.

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linked Web sites and does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages.

Warr anty

Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site:

http://www.avaya.com/support

Preventing toll fraud "Toll fraud" is the unauthorized use of your

telecommunications system by an unauthorized party (for example, anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Web site:

http://www.avaya.com/support

Providing telecommunications security

Telecommunications security (of voice, data, and video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party.

Your company's "telecommunications equipment" includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, "networked equipment"). An "outside party" is anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf. Whereas, a "malicious party" is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent. Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:

• Use (of capabilities special to the accessed equipment)

• Theft (such as, of intellectual property, financial assets, or toll-facility access)

• Eavesdropping (privacy invasions to humans)

• Mischief (troubling, but apparently innocuous, tampering)

• Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent)

Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human and data privacy, intellectual property, material assets, financial resources, labor costs, and legal costs).

Your responsibility for your company's telecommunications security

The final responsibility for securing both this system and its networked equipment rests with you, an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources, including, but not limited to:

• Installation documents

• System administration documents

• Security documents

• Hardware-/software-based security tools

• Shared information between you and your peers

• Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure:

• Your Avaya-provided telecommunications systems and their interfaces

• Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces

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Any other equipment networked to your Avaya products.

Trademarks

BCMS Vu, Intuity Message Manager, CentreVu Agent, CentreVu Supervisor, and DEFINITY ONE are trademarks of Avaya; DEFINITY is a registered trademark of Avaya. All other product names mentioned herein are the trademarks of their respective owners.

Avaya support

Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site:

http://www.avaya.com/support

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Software License Agreement

DEFINITIONS

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“Avaya” means Avaya, Inc.

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“You”, “Your”, or “Licensee” means the person or business entity who purchased this License to use this Software or for whom such License was purchased.

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“Software” means a software application that operates on a computer system that provides resources to Software. “Software” includes both “Server” software and “Client” software.

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“Server” software provides requested information or applications to other (Client) software.

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“Client” software requests information or applications from other (Server) software.

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“Documentation” means the manual and any other printed material provided by Avaya with the Software.

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“License” means the License purchased and granted pursuant to this Agreement.

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“Single-User License” means the license to use a single instance of the Client Software at any one time.

LICENSE AND PROTECTION

1. License Grant. Avaya grants to You, subject to the following terms and conditions, a nonexclusive, nontransferable right to use the Server Software on a single device, and to use the Client Software on one or more single-user devices, the maximum simultaneous users of the Client Software being limited to the number of Single-User licenses purchased and owned by You. Avaya reserves all rights not expressly granted to You.

2. Protection of Software. You agree to take all reasonable steps to protect the Software and Documentation from unauthorized copy or use. The Software source code represents and embodies trade secrets of Avaya and/or its licensors. The source code and embodied trade secrets are not licensed to You and any modification, addition, or deletion is strictly prohibited. You agree not to disassemble, decompile, or otherwise reverse engineer the Software in order to discover the source code and/or the trade secrets contained in the source code or for any other reason.

To the extent that the Software is located in a Member State of the European Community and You need information about the Software in order to achieve interoperability of an independently created software program with the Software, You shall first request such information from Avaya. Unless Avaya refuses to make such information available, You shall not take any steps, such as reverse assembly or reverse compilation, to derive a source code equivalent to the Software. Avaya may charge You a reasonable fee for the provision of such information.

3. Copies. You may make copies of the Software; however you may not execute more than one instance of the Server Software at any one time and more instances of the Client Software at any one time than the number of Single-User Licenses purchased and owned by you. You may not copy Documentation unless it carries a statement that copying is permitted. All proprietary rights notices must be faithfully reproduced and included on all copies.

4. Ownership. Ownership of, and title to, the Software and Documentation (including any adaptations or copies) remains with Avaya and/or its licensors.

5. Restrictions. You agree not to rent, lease, sublicense, modify or time share the Software or Documentation.

6. Termination. This Agreement shall automatically terminate if You breach any of the terms or conditions of this Agreement. You agree to destroy the original and all copies of the Software and Documentation, or to return them to Avaya, upon Termination of this License.

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License Agreement

LIMITED WARRANTY AND LIMITED LIABILITY

1. Compatibility. The Software is only compatible with certain computers and operating systems. THE SOFTWARE IS NOT WARRANTED FOR INCOMPATIBLE SYSTEMS.

2. Software. Avaya warrants that if the Software fails to substantially conform to the specifications in the Documentations and if the Software is returned to the place from which it was purchased within one (1) year from the date purchased, then Avaya will either replace the Software or offer to refund the License Fee to You upon return of all copies of the Software and Documentation to Avaya. In the event of a refund, the License shall terminate.

3. DISCLAIMER OF WARRANTIES. Avaya makes NO WARRANTY, REPRESENTATION OR PROMISE NOT EXPRESSLY SET FORTH IN THIS AGREEMENT. Avaya DISCLAIMS AND EXCLUDES ANY AND ALL IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Avaya DOES NOT WARRANT THAT THE Software OR DOCUMENTATION WILL SATISFY YOUR REQUIREMENTS OR THAT THE Software OR DOCUMENTATION ARE WITHOUT DEFECT OR ERROR OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED. Some states or countries do not allow the exclusion of implied warranties or limitations on how long an implied warranty lasts, so the above limitation may not apply to You. This warranty gives You specific legal rights which vary from state to state.

4. EXCLUSIVE REMEDY. EXCEPT FOR BODILY INJURY CAUSED BY AVAYA’S NEGLIGENCE, AVAYA’S ENTIRE LIABILITY ARISING FROM OR RELATING TO THIS AGREEMENT OR THE Software OR DOCUMENTATION AND YOUR EXCLUSIVE REMEDY IS LIMITED TO DIRECT DAMAGES IN AN AMOUNT NOT TO EXCEED $10,000. AVAYA SHALL NOT IN ANY CASE BE LIABLE FOR ANY SPECIAL INCIDENTAL, CONSEQUENTIAL, INDIRECT OR PUNITIVE DAMAGES EVEN IF AVAYA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. AVAYA IS NOT RESPONSIBLE FOR LOST PROFITS OR REVENUE, LOSS OF USE OF THE Software, LOSS OF DATA, COSTS OF RECREATING LOST DATA, THE COST OF ANY SUBSTITUTE EQUIPMENT OR PROGRAM, OR CLAIMS BY ANY PARTY OTHER THAN YOU. Some states or countries do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to You.

GENERAL CONDITIONS

1. Governing Law. This Agreement shall be governed by, and interpreted in accordance with, the substantive laws of the State of New Jersey of the United States of America.

2. Entire Agreement. This Agreement sets forth the entire understanding and agreement between You and Avaya and may be amended only in a writing or writings signed by You and Avaya. NO VENDOR, DISTRIBUTOR, DEALER, RETAILER, SALES PERSON OR OTHER PERSON IS AUTHORIZED TO MODIFY THIS AGREEMENT OR TO MAKE ANY WARRANTY, REPRESENTATION OR PROMISE WHICH IS DIFFERENT THAN, OR IN ADDITION TO, THE REPRESENTATIONS OR PROMISES OF THIS AGREEMENT ABOUT THE SOFTWARE.

3. Export. Licensee hereby agrees that it will not knowingly, directly or indirectly, without prior written consent, if required, of the Office of Export Licensing of the U.S. Department of Commerce, Washington D.C. 20230, export or transmit any of the Products to any group Q, S, W, Y, or Z country specified in the Export Administration Regulations issued by the U.S. Department of Commerce or to any country which such transmission is restricted by applicable regulations or statutes.

4. U.S. Government Restricted Rights. Use, duplication, or disclosure by the United States Government is subject to restrictions as set forth in FAR 52.227-14 (June 1987) Alternate III (g)(3) (June 1987), FAR

52.227-19 (June 1987), or DFARS 52.227-7013 (c)(1)(ii) (June 1988), as applicable Contractor/Manufacturer is Avaya Inc., 11900 North Pecos Street, Westminster, Colorado 80234.

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License Agreement

5. Assignment. Avaya may without your consent or notice to You, assign this Agreement to an entity to which it transfers ownership of the Software. Upon the effective date of such assignment, You agree that Avaya shall be released and discharged from all obligations and liabilities under this Agreement.

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License Agreement

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Table of Contents

Preface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p-1

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p-1

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p-2

Contents of This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p-3

Conventions Used in This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p-5

Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p-6

Chapter 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

BCMS Vu Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

Features of BCMS Vu Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2

Benefits of BCMS Vu Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

Differences between R1 and R2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Differences between R2, Version 1 and R2 Version 2 . . . . . . . . . . . . . . . . . . . . 1-5

Differences between R2, Version 2 and R2 Version 3 . . . . . . . . . . . . . . . . . . . . 1-5

Operating Environment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5

For the BCMS Vu Server PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5

For the BCMS Vu Client PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7

For a Wallboard PC without Client Software . . . . . . . . . . . . . . . . . . . . . . . 1-7

Software Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

Administrative Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9

Performance Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-10

Help Escalation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-10

Software for Maintenance Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-11

Chapter 2 BCMS Vu Server Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

What Can I Do Using BCMS Vu Server?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

Starting BCMS Vu Server Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3

Opening BCMS Vu Server the First Time. . . . . . . . . . . . . . . . . . . . . . . . . . 2-6

Disconnecting BCMS Vu Server from the DEFINITY System . . . . . . . . . 2-8

Reconnecting BCMS Vu Server to the DEFINITY System . . . . . . . . . . . . 2-8

Exiting BCMS Vu Server Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9

The BCMS Vu Server Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-10

System Menu Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-11

Title Bar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-11

Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-11

File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-11

Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12

View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-14

Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-14

Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-14

Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-15

Status Bar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16

Server Action Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16

Using BCMS Vu Server On-Line Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-17

Chapter 3 BCMS Vu Client Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

TOC-ix

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Table of Contents

What Can I Do Using BCMS Vu Client? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

Starting BCMS Vu Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3

Disconnecting BCMS Vu Client from a Server . . . . . . . . . . . . . . . . . . . . . . 3-6

Reconnecting BCMS Vu Client to a Server . . . . . . . . . . . . . . . . . . . . . . . . . 3-6

Exiting BCMS Vu Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7

The BCMS Vu Client Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8

System Menu Box. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9

Title Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9

Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9

File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9

Edit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10

Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10

View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12

Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12

Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12

Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13

Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14

Report Display Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14

Connection Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14

Server Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15

BCMS Vu Client On-Line Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16

Chapter 4 Configuring and Managing BCMS Vu Software . . . . . . . . . . . . . . . . . 4-1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1

Configuring BCMS Vu from the Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3

Connecting to the DEFINITY System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4

Connecting to and Disconnecting from the DEFINITY System . . . . . . 4-8

Downloading Historical Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8

Registering Wallboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-12

Registering Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14

About Shares. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-15

Configuring BCMS Vu from the Client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16

Activating Alerts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16

Configuring Color Palettes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16

Thresholds and Maximum Values Configuration . . . . . . . . . . . . . . . . . . . . 4-17

Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-17

Maximum Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-18

Configuring Thresholds and Maximum Values . . . . . . . . . . . . . . . . . . . 4-19

Setting Thresholds and Maximum Values . . . . . . . . . . . . . . . . . . . . . . . 4-20

Managing BCMS Vu Historical Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-22

Downloading Historical Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-22

How the DEFINITY System Stores Data . . . . . . . . . . . . . . . . . . . . . . . . . . 4-23

Backing up the Historical Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-23

Removing Historical Data from the PC . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-24

Backing Up Folders and Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-25

Repairing the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-26

Re-indexing the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-27

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Table of Contents

Compacting the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-28

Managing Memory Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-28

Opening the Historical Database

in Access 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-29

Managing Miscellaneous BCMS Vu Functions . . . . . . . . . . . . . . . . . . . . . . . . 4-29

Downloading BCMS Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-29

Chapter 5 Understanding Real-Time Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Which Type of Real-Time Report Shall I Use? . . . . . . . . . . . . . . . . . . . . . . . . . 5-2

About Real-Time Graph Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3

Categories of Real-Time Graph Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4

Sample Real-Time Graph Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5

Things to Remember About Real-Time Graph Reports . . . . . . . . . . . . . . . 5-6

Maximum Values and Real-Time Graph Scales . . . . . . . . . . . . . . . . . . . . . 5-7

Real-Time Graph Report Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8

Creating a Real-Time Graph Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8

About Real-Time Pie Chart Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9

Categories of Real-Time Pie Chart Reports . . . . . . . . . . . . . . . . . . . . . . . 5-10

Sample Real-Time Pie Chart Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-11

Real-Time Pie Chart Report Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12

Creating a Real-Time Pie Chart Report. . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12

About Real-Time Text Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-13

Categories of Real-Time Text Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14

Sample Real-Time Text Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14

Creating a Real-Time Text Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14

Real-Time Text Report Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15

About Wallboard Displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16

Categories of Wallboard Displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16

Wallboard Display Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-17

Types of Wallboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-18

Sample Wallboard Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-19

Creating a Wallboard Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-19

Wallboard Display Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-20

About Time Trace Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-21

Categories of Time Trace Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-21

Characteristics of Time Trace Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-22

Sample Time Trace Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-23

Creating a Time Trace Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-23

Time Trace Report Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-24

Chapter 6 Understanding Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Historical Report Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Data on the DEFINITY system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2

Categories of Historical Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3

Creating Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

Sample Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5

Historical Report Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6

Scheduling Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7

TOC-xi

Page 12

Table of Contents

Exporting Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8

Chapter 7 Working with Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1

Creating a Real-Time Graph Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2

Creating a Real-Time Pie Chart Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7

Creating a Real-Time Text Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-10

Creating a Wallboard Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-13

Creating a Time Trace Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-22

Creating a Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-26

Saving a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-34

Closing a Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-35

Opening a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-36

Changing the Properties of a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-37

Printing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-38

Scheduling the Printing of a Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . 7-39

Using the Controls on the Historical Report Window . . . . . . . . . . . . . . . . . . . . 7-41

Chapter 8 Displaying Information on External Wallboards . . . . . . . . . . . . . . . . 8-1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1

Configuring a Wallboard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2

Starting BCMS Vu Wallboard Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2

Exiting BCMS Vu Wallboard Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2

Sending a Wallboard Display to an External Wallboard . . . . . . . . . . . . . . . . . . . 8-3

Broadcasting a Message on an External Wallboard . . . . . . . . . . . . . . . . . . . . . . . 8-4

Cancelling a Broadcast Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-7

Chapter 9 BCMS Vu Real-Time and Historical Report Data Items . . . . . . . . . . 9-1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1

Data Items — Real-Time Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2

Data Items — Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-9

Chapter 10 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1

Resolving Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2

Error Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-34

Connection Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-36

Troubleshooting the Data Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-37

Verifying the COM Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-37

Setting Up The COM Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-38

Repairing a Corrupted Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-38

Using a Terminal Emulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-39

Opening HyperTerminal and Setting Options . . . . . . . . . . . . . . . . . . . 10-39

Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-46

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . GL-1

TOC-xii

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Preface P

Introduction 0

Note

Welcome to the BCMS Vu call center monitoring software from Avaya. This document explains how to use BCMS Vu software.

This section includes the following topics:

●

Audience

●

Contents of this document

●

Conventions used in this document

●

Audience 0

You will find this user guide helpful if you are

●

A call center manager/server administrator who needs to store and display data

from a DEFINITY system.

This guide tells you how to

— Configure BCMS Vu software

— Manage the software

— Download historical data from the DEFINITY system

— Register clients so they can access the server

— Register wallboards

— Manage data

— Inspect the error log.

●

A split/skill supervisor who needs to review the present and previous status of a

call center.

This guide tells you how to

— Create real-time bar graphs, real-time pie charts, real-time text reports,

time traces, wallboard displays and Historical Reports

— Open previously saved reports

— Print text and Historical Reports

— Schedule printing of Historical Reports

— Set thresholds and alerts

— Resolve problems with operation of the software

— Respond to error messages.

This manual assumes that you are familiar with

●

Your computer

●

Microsoft*Windows* 95, Windows 98, Windows 2000 and Windows NT* 4.0

operating systems

●

Standard Windows conventions, such as using the F1 key to activate Help.

*Microsoft, Windows, and Windows NT are registered trademarks of Microsoft corp.

P-2 Audience

Page 15

Preface

Contents of This Document 0

The BCMS Vu Software R2 User Guide describes what you need to know to use the BCMS Vu software on a daily basis, in particular, how to perform the tasks listed in

the section entitled “Audience.”

To install the BCMS Vu software, refer to the BCMS Vu Software R2 V3 Installation Guide.

The user guide is organized into the following chapters:

Chapter 1 Introduction

Specifies the hardware and software environment needed to run BCMS Vu software and describes the features and benefits of the software

Chapter 2 BCMS Vu Server Basics

Describes how to start the BCMS Vu Server software and how to access the features of the software

Chapter 3 BCMS Vu Client Basics

Describes how to start the BCMS Vu Client software and how to access the features of the software

Preface

Chapter 4 Configuring and Managing BCMS Vu Software

Describes how to configure BCMS Vu software to use with the DEFINITY system and external wallboards and how to maintain the software and database for maximum results

Chapter 5 Understanding Real-Time Reports

Describes the types of real-time reports available

Chapter 6 Understanding Historical Reports

Describes the types of Historical Reports available

Chapter 7 Working with Reports

Describes how to create, edit, save, open and print reports

Contents of This Document P-3

Page 16

Preface

Chapter 8 Displaying Information on External Wallboards

Describes how to display the contents of Wallboard Displays on external wallboards and how to broadcast messages to external wallboards

Chapter 9 BCMS Vu Real-Time and Historical Report Data Items

Defines the data items used in reports

Chapter 10 Troubleshooting

Provides possible solutions to common operation problems you may encounter, and explains error messages

Glossary Defines commonly used telecommunications and call center

terms that are used in this document and the BCMS Vu software

P-4 Contents of This Document

Page 17

Preface

Conventions Used in This Document 0

The following conventions are used in this document:

Bold type

Menu names, button names, option names, and file paths on a disk are shown in bold type. For example: “Select Save from the File menu.” “The file is located in C:\Program Files\.” Sometimes items are shown in bold type for emphasis.

Preface

Italics

Mouse button

Te rm i no l og y

Whenever there are several ways to perform a command (for example, double-click on a file name or highlight the file name and click on OK), the term select is used. You may choose either of the methods.

Another example of different ways to do the same thing is either selecting a command in a menu (for example selecting Save in the File menu) or clicking on the corresponding toolbar button. In this case you are instructed to select Save.

Italics are used for trademarks, the exact wording of file names, and the titles of referenced documents. For example “BCMS Vu software runs on Microsoft Windows.” “Look for the file bcmsvuclient.” Sometimes words are italicized for emphasis.

Unless the secondary mouse button is specified, use the primary mouse button whenever you are instructed to click or select an item.

Standard call center industry terminology is used in this document, as well as terms such as split/skill, ACD, and AUX. For definitions of terms used in this document, refer to the Glossary.

Conventions Used in This Document P-5

Page 18

Preface

Introduction 1

BCMS Vu Software 1

BCMS Vu is a graphical user interface software application that monitors the status and performance of a call center. It uses data collected in the Basic Call Management System (BCMS) on a DEFINITY ProLogix or DEFINITY G3V4, R5, or later, or a DEFINITY ONE system.

This chapter describes the benefits and features of the BCMS Vu software. It includes the following topics:

●

Features of BCMS Vu software

●

Benefits of BCMS Vu software

●

When to use BCMS Vu software

●

Differences between Release 2 and Release 1 of BCMS Vu software

●

Differences between Release 2, Version 1 and Release 2, Version 2 of BCMS Vu software

●

Differences between Release 2, Version 2 and Release 2 Version 3 of BCMS Vu software

●

Operating environment

●

Software restrictions

BCMS Vu Software 1-1

Page 20

Introduction

●

Administrative requirements

●

Performance considerations

●

Help escalation

●

Software for maintenance contracts.

Features of BCMS Vu Software 1

BCMS Vu software lets you

●

Receive real-time data from the DEFINITY system and display it in textual and graphical form on a PC monitor

●

Print the textual form of this real-time data

●

Display real-time data as a Wallboard Display that mimics the display capabilities of external wallboards used in call centers

●

Select the data items you want to display when you define a real-time report or Wallboard Display

●

Redirect the display output of one of the defined Wallboard Displays to several types of external wallboards

●

Specify alerts on real-time data items to provide a visual or visual/audible indication that the item has crossed the threshold alert level

●

Download DEFINITY system historical data regularly to a database on the PC

●

Display this stored data in a text format and retrieve it through third-party products

●

Print this data

●

Access this data from several DEFINITY systems

●

Create and print Historical Reports from downloaded historical data

●

Schedule printing of Historical Reports.

1-2 Features of BCMS Vu Software

Page 21

Introduction

Benefits of BCMS Vu Software 1

BCMS Vu software provides the following benefits:

●

Real-time data can be displayed graphically.

●

Wallboard displays provide easy monitoring of call center activity.

●

Multiple reports can be displayed on the screen at the same time.

●

The ability to set alerts on data items allows “management by exception.”

●

Graphical output under Microsoft Windows removes reliance on the DEFINITY system text-based terminal.

●

BCMS Vu software lets you store more than the seven days of historical data a DEFINITY system stores. With BCMS Vu software, you can keep historical data for as long as you want by periodically archiving the historical database.

●

The historical database created by the BCMS Vu software can be accessed using other products, such as Microsoft Access.

●

BCMS Vu software provides an interface to the DEFINITY system that allows you to create custom real-time reports using the BCMS data that resides on the DEFINITY system.

●

The Server/Client architecture allows more real-time monitors of BCMS data than the DEFINITY system supports.

●

There is no limit to the number of Historical Reports you can schedule for printing.

●

BCMS Vu R2 is Year 2000-compliant.

Chapter 1

Benefits of BCMS Vu Software 1-3

Page 22

Introduction

Differences between R1 and R2 1

Release 2 of BCMS Vu is the response by Avaya to requests from users for more features than exist in Release 1.

The most obvious difference between Release 1 and Release 2 is the separation of the Server application from the Client application. The Server application is installed on one PC, which is connected to a DEFINITY system. The Server receives data from the DEFINITY system. Client applications are installed on the same PC as the Server or on other PCs, which connect to the Server over a LAN, instead of connecting directly to the DEFINITY system.

With Release 2, users can now

●

Access real-time data without each BCMS Vu program having a direct connection to a system management port on the DEFINITY system.

●

Create real-time pie chart graphs and time-trace graphs.

●

Print real-time text reports.

●

Schedule printing of Historical Reports.

●

Send displays to wallboards connected to other PCs in the network. Wallboards need to be registered with but not physically connected to the Server PC.

●

Send one report to several wallboards or send different reports to wallboards daisy-chained together.

●

Alternate reports and a broadcast message to the same wallboard or wallboards.

●

Define four levels of alerts and thresholds in reports.

●

Define different thresholds for each split/skill, agent, and VDN.

●

Manage the storage of interval and daily data separately.

In addition, BCMS Vu is now licensed for one, five or ten clients.

Note

1-4 Differences between R1 and R2

The 486 processor is no longer supported.

Page 23

Introduction

Differences between R2, Version 1 and R2 Version 21

Starting with Release 2, Version 2, BCMS Vu software supports connection to DEFINITY ONE via LAN. For all other DEFINITY systems, a data module is required for connection.

Differences between R2, Version 2 and R2 Version 31

BCMS Vu software supports connection to DEFINITY ECS and ProLogix via LAN. For more information, refer to “serverreadme.txt” file on the CD-ROM.

Operating Environment 1

To install BCMS Vu Software R2, you must have at least the following hardware and software:

For the BCMS Vu Server PC 1

❐ A single-processor Pentium.

❐ Windows NT Server or Workstation with at least Service Pack 4 installed on the

PC.

❐ Windows 2000 Professional or Server.

❐ 64 MB of main memory.

❐ Up to 500 MB (512,000 KB) of disk space*.

Chapter 1

*For splits/skills, agents, VDNs and trunk groups measured by BCMS, the following formula is an approximate guide to the space required in megabytes for each day’s historical data when the interval measured is an hour. (When the interval is a half-hour, use 185 instead of 370 in the formula.)

# splits/skills + # agents + # trunk groups + #VDNs

(370) * BCMS interval in hours

Differences between R2, Version 1 and R2 Version 2 1-5

Page 24

Introduction

❐ A double-speed CD-ROM drive.

Note

If you install the software from a remote network drive, the machine on which the software is installed (either Server, Client, or Wallboard) does not need a CD-ROM drive.

❐ One external serial port if a data module is used to connect to a DEFINITY

system or a Network Interface Card (NIC) to connect to a DEFINITY system

via TCP/IP.

❐ You may need other unused serial ports:

— One to connect to a wallboard. This serial port must be an external port.

— One for remote maintenance if you are using an external modem.

❐ A parallel port to connect the hardware key. A printer may be also connected to

this port.

❐ The BCMS Vu R2 software distribution CD-ROM.

❐ If using a data module, either an 8400B Plus or 7400B/7400B Plus that is

capable of accessing the DEFINITY system.

❐ A DEFINITY system login name and password for access to BCMS Vu.

— For DEFINITY systems other than DEFINITY ONE, a DEFINITY system

telephone number (hunt group extension for Netcon channel) is required to connect via the data module.

— For any DEFINITY system, a DEFINITY hostname/IP address is required

to connect via the LAN.

❐ A sound card and speakers if you want to use audible alerts.

❐ The pcANYWHERE CD-ROM.

❐ An internal or external modem for remote maintenance using pcANYWHERE.

❐ The name of the Server PC, the names of all Client PCs on the network, and the

names of all wallboards on the network that you want to use.

1-6 Operating Environment

Page 25

Introduction

For the BCMS Vu Client PC 1

❐ A single-processor Pentium

❐ 32 MB of main memory (with Windows 95 or Windows 98 installed) or 64 MB

of memory (with Windows 2000 or Windows NT 4.0 installed)

❐ 5 MB (5,120 KB) of free disk space

❐ A double speed CD-ROM drive

❐ A serial port for each external wallboard connected to the PC, or one port if the

wallboards are daisy-chained

❐ Windows 95, Windows 98, Windows 2000 or Windows NT 4.0 Workstation or

Server with at least Service Pack 4 installed on the PC

❐ The BCMS Vu R2 software distribution CD-ROM

❐ (Option): One of the wallboards dedicated to BCMS Vu software

❐ The name of the Server you want to connect to

❐ A sound card and speakers if you want to use audible alerts.

Chapter 1

For a Wallboard PC without Client Software 1

❐ A single-processor Pentium

❐ Windows 95, Windows 98, Windows 2000, or Windows NT 4.0 installed on the

❐ 32 MB of RAM

❐ 10 MB of free disk space

❐ A double-speed CD-ROM drive

❐ An available serial port for each non-daisy-chained wallboard.

Operating Environment 1-7

Page 26

Introduction

Software Restrictions 1

Note

BCMS Vu software supports English, French, German, Italian, Spanish, Dutch, Portuguese, Japanese, and Chinese languages on Windows 95, Windows 98, Windows 2000 and Windows NT 4.0 operating systems.

Avaya certifies that BCMS Vu software has been tested and found to run co-resident with Microsoft Office 95, 97 or 2000, and Symantec pcANYWHERE. Avaya makes no claims whatsoever as to the compatibility of BCMS Vu software with any other software application.

Those who attempt to run BCMS Vu software with any other coresident application do so at their own risk.

1-8 Operating Environment

Page 27

Introduction

Administrative Requirements 1

In order to view data on BCMS Vu reports, you must have the login name and password for the DEFINITY system to allow the Server PC to access BCMS data.

For the PC to be able to access BCMS data on the DEFINITY system,

Note

the login must have the following permissions:

Display Admin and Maint Data System Measurements

Lack of these permissions prevents reports and/or downloads from functioning properly.

Do not use the craft login or any service Login ID as the BCMS login.

If you need to create these permissions, contact your DEFINITY system administrator.

For non-EAS installations: If the System Parameters Customer Options

Note

Field, bcms loginIDs, is set to “y,” the Feature-related System Parameters Field, Validate Login IDs, must also be set to “y.”

In this case, if Validate Login IDs is not set to “y,” Agent Reports will not function properly.

Chapter 1

Administrative Requirements 1-9

Page 28

Introduction

Performance Considerations 1

There are three general criteria you should keep in mind when you use the BCMS Vu software:

●

The larger the call center, the more disk space is required to store historical

data. For example, a small call center with one trunk group, five VDNs, five

splits/skills and ten agents using an interval of a minute will require

approximately 57 KB a day; a call center with three trunk groups, ten VDNs, 20

splits/skills and 40 agents using an interval of a half-hour requires

approximately 400 KB a day. Refer to the formula on page 1-5 for a better

method of calculating historical data storage needs.

●

The more reports there are running, the slower real-time updates will be.

●

Historical downloads take longer at larger call centers.

Note

Each DEFINITY system type has a limit to the number of simultaneous system management sessions that can be active at any one time. Each BCMS Vu Server that is currently logged into the DEFINITY system counts as one session.

Help Escalation 1

If errors occur while you are using BCMS Vu software, take the following steps to resolve the error:

1. Consult on-line help.

2. Refer to the “Troubleshooting” chapter to see if the error is discussed there.

3. Contact your Avaya product distributor. In the United States you can also call the Avaya Call Center Helpline on 1-800-242-2121.

1-10 Performance Considerations

Page 29

Introduction

Software for Maintenance Contracts 1

In addition to installing BMCS Vu software, you need to install pcANYWHERE software on the same PC as the Server software. The pcANYWHERE software enables Avaya Services to log into your PC remotely and perform troubleshooting procedures.

Use the installation procedures in the pcANYWHERE documentation to install your Server PC as a host computer.

Avaya recommends that pcANYWHERE software be opened only when working with Avaya Services personnel, to prevent unauthorized remote access to the BCMS Vu Server PC. Remote access is possible only when pcANYWHERE software is open and set up as a host PC.

Chapter 1

Caution

Because pcANYWHERE software allows a remote PC to access the BCMS Vu Server PC, it is essential that you take the following

precautions:

●

While installing pcANYWHERE software, do not select the Autoload option. The Autoload option starts pcANYWHERE each time the computer is turned on.

●

Do not start pcANYWHERE software unless you are asked to do so by Avaya Services, and be sure to close it immediately afterwards.

●

If you must leave pcANYWHERE software open at all times for your own purposes, use a password that is not related in any way to the passwords you use to access the DEFINITY system or BCMS. Include characters in the password that are not alphabetic (use numbers, special characters). Do not make this password widely known. Refer to the pcANYWHERE user’s guide for instructions on establishing passwords.

Software for Maintenance Contracts 1-11

Page 30

Introduction

1-12 Software for Maintenance Contracts

Page 31

BCMS Vu Server

Basics

Introduction 2

This chapter describes the main features of BCMS Vu Server software. It includes the following topics:

●

What can I do using BCMS Vu Server?

●

Starting BCMS Vu Server software.

●

Disconnecting BCMS Vu Server from a DEFINITY system.

●

Reconnecting BCMS Vu Server to a DEFINITY system.

●

Exiting BCMS Vu Server software.

●

Understanding the BCMS Vu Server main window.

●

Using BCMS Vu Server On-Line Help.

Introduction 2-1

Page 32

BCMS Vu Server Basics

What Can I Do Using BCMS Vu Server? 2

Use BCMS Vu Server to

●

Connect to a DEFINITY system

●

Disconnect from a DEFINITY system

●

Download historical data from a DEFINITY system

●

Schedule historical data downloading on a regular basis

●

Manage historical data

●

Perform maintenance on the database

●

View the error log.

2-2 What Can I Do Using BCMS Vu Server?

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BCMS Vu Server Basics

Starting BCMS Vu Server Software 2

The BCMS Vu installation program creates a menu item on your PC’s Start/Programs menu. Refer to BCMS Vu R2 V3 Software Installation Guide for detailed installation instructions.

The following procedure presumes that whoever installed BCMS

Note

Vu software on the Server accepted the default program locations. If the installer chose to install the program icons in a different location (folder), you will have to go to that location to start BCMS Vu software using the program icon.

An alternate method of starting BCMS Vu is to use the Find function of Windows to locate the program file for BCMS Vu Server (BCMSVuServer.exe) and select it.

If the hardware key is not attached to the PC before you start

Note

BCMS Vu software, the software will be loaded, but the program will run only in simulator mode when you try to start it. To view real-time reports and download historical data from the DEFINITY system, you must attach the hardware key and restart BCMS Vu Server software.

Chapter 2

Starting BCMS Vu Server Software 2-3

Page 34

BCMS Vu Server Basics

To sta r t BCMS Vu software, do the following. Refer to the following illustration.

1. Select the Start button from the Taskbar.

2. Move the cursor over Programs in the Start menu.

3. Move the cursor over Avaya in the Program menu.

4. Move the cursor over the BCMS Vu Server icon in the Avaya menu and click once.

2-4 Starting BCMS Vu Server Software

Page 35

If you want to become familiar with BCMS Vu software but are not

Note

connected to or do not want to connect to a DEFINITY system, select the BCMS Vu Server Simulator icon in Start/Programs/Avaya/. This is a version of BCMS Vu Server software that simulates a connection to a switch and provides randomly generated data for real-time and Historical Reports.

The “Server Identification” window appears:

BCMS Vu Server Basics

Chapter 2

5. Highlight the name of the server that will connect to the switch you want to monitor and select Connect.

The first time you open BCMS Vu Server, accept the default, “BCMSVuServer” as the Server name.

6. If the name of the Server to which you want to connect is not in the list of server

names, select Add Server... or Add....

Starting BCMS Vu Server Software 2-5

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BCMS Vu Server Basics

A second “Server Identification” window appears.

a. In the second “Server Identification” window, enter the name used to

identify the server you want to add to the list.

b. Select OK.

The second “Server Identification” window disappears and the first “Server Identification” window becomes the active window.

c. If you want to keep the name of the Server you just added in the list of

Servers, select Save.

d. Highlight the name of the Server you just added to the list and select

Connect.

The “Server Identification” window disappears.

Opening BCMS Vu Server the First Time 2

The first time you connect to the Server after you install BCMS Vu

Note

Server software, a configuration wizard appears. The first window of this wizard, the “Welcome” window gives you some information about what follows. It is shown in the following illustration:

2-6 Starting BCMS Vu Server Software

Page 37

BCMS Vu Server Basics

Chapter 2

Select Next.

The wizard that follows is identical to the wizard you encounter when you chose Options|Configure|First Time. For a description of the wizard, refer to “Configuring BCMS Vu from the Server” on page 4-3.

Starting BCMS Vu Server Software 2-7

Page 38

BCMS Vu Server Basics

Disconnecting BCMS Vu Server from the DEFINITY System 2

Caution

If BCMS Vu Server is running and is connected to a DEFINITY system, you can disconnect it without closing the Server application, by doing the following:

Do not disconnect BCMS Vu Server from the DEFINITY system while any client is connected to the Server or you may experience problems.

In the Options menu, select Disconnect

Select the Disconnect toolbar button.

Reconnecting BCMS Vu Server to the DEFINITY System

If you have disconnected BCMS Vu Server from a DEFINITY system without closing the Server application, you can reconnect to a DEFINITY system by doing the following:

In the Options menu, select Connect

Select the Connect toolbar button.

The “Server Identification” window (refer to page 2-5) appears. Highlight the Server name that will connect to the DEFINITY system you want to monitor, and select Connect.

2-8 Starting BCMS Vu Server Software

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BCMS Vu Server Basics

Exiting BCMS Vu Server Software 2

Caution

Do not exit BCMS Vu Server while any client is connected to the Server or you may experience problems.

You can exit BCMS Vu Server software using any of the standard Windows methods, including:

●

Select Exit from the File menu.

●

Select the Close button in the upper-right corner of the main window.

●

Select Close from the System drop-down menu box.

BCMS Vu can take a while to shut down. If you experience

Note

problems with other applications not working properly, you may want to make sure that the BCMS Vu software shut down completely (and end the task if it did not). To do this, complete the following steps:

1. Press CTRL+ALT+DEL to open the “Windows NT Security” window.

2. Select Ta s k M a nag e r.

3. In the “Windows NT Task Manager” window look for BCMSVu Server.

Chapter 2

4. If it is displayed in the list of running applications, highlight it.

5. Select End Process.

Exiting BCMS Vu Server Software 2-9

Page 40

BCMS Vu Server Basics

The BCMS Vu Server Main Window 2

The BCMS Vu Server main window contains the following items, as shown in the figure below:

●

System menu box

●

Title bar

●

Menu bar

●

Toolbar

System Menu box

Avaya

Title bar

●

Menu bar

Status bar Server action area Download status Connection status

Toolbar

Status bar

2-10 The BCMS Vu Server Main Window

Server action area

Download status

Connection status

Page 41

BCMS Vu Server Basics

System Menu Box 2

Use the “System Menu” box to carry out common Windows operations, such as closing the current window.

Title Bar 2

The “Title” bar displays the name of the application (in this case, Avaya BCMS Vu Server) and the name of the server being run.

Menu Bar 2

The “Menu” bar displays the available drop-down menu commands.

The following tables present the options available from each menu.

File 2

The File menu has the following item:

Menu Item Action

Exit

Selecting the File|Exit command closes the BCMS Vu Server application.

Chapter 2

The BCMS Vu Server Main Window 2-11

Page 42

BCMS Vu Server Basics

Options 2

The Options menu has the following items:

Menu Item Action

Configure

pdate BCMS

data

Download H

istorical Data

You configure your system using commands in the Options|Configure menu. There are six commands available:

• Switch Connection

• Downloads

• Wallboards

• Clients

• First Time

• Sharing Setup

With these commands you can administer the connections to the DEFINITY system and register Clients and Wallboards. See Chapter 4, "Configuring and Managing BCMS Vu Software," to find out how to use these commands.

Downloads details of the internally measured splits/skills, trunk groups, and VDNs used on the BCMS system and those agents who can be logged into the splits/skills. NOTE: If the Vectoring feature is not administered on the DEFINITY system, there will be no VDN data.

Starts an immediate download of historical data from the switch. If the DEFINITY system is reset, BCMS data will be lost on the switch and will not be downloaded to BCMS Vu. As a result, Historical Reports that include a period when the switch was reset may not display complete data. To be sure that you retain as much of the data from the switch as possible, you should use this menu item to download the historical data once calls have ceased, but before the switch is reset.

top data

download

2-12 The BCMS Vu Server Main Window

Halts any active update of BCMS data or an active historical data download.

Page 43

BCMS Vu Server Basics

Menu Item Action

Delete Records You can delete records (database items downloaded

from the DEFINITY system and stored on a PC) to prevent your hard disk from becoming overloaded with data. You will probably want to archive this data before you delete it from your hard disk. You can choose the type of records that you want to delete:

• Interval data only

• Daily data only

• Both interval and daily.

You can delete all of the data selected according to the

• date on which it was stored

• length of time it has been stored. In the latter case, you can order that records stored more than a given length of time be deleted daily.

CAUTION: The importance of performing periodic

backup of your database cannot be overemphasized. To protect the integrity of your database, you must schedule frequent backups on a regular basis.

Chapter 2

epair Database The database records that have been downloaded and

stored on your PC hard disk can become corrupted. You can correct this by using the Repair Database command in the Options menu. After you repair the database, you will probably want to update the database Index that allows reports to be quickly created. You can also compact the database in order to store more data on your hard disk.

nnect Connects the Server to a DEFINITY system. If the

Server is already connected to a switch, this command is disabled.

The BCMS Vu Server Main Window 2-13

Page 44

BCMS Vu Server Basics

Menu Item Action

isconnect Breaks the connection between the Server and the

View 2

The View menu has the following items:

Menu Item Action

oolbar Shows or hides the Toolbar

tatus Bar Shows or hides the Status bar

rror log Displays the Error log

ystem

Configuration

DEFINITY system. If there is no active connection with the DEFINITY system, this command is disabled.

Produces a graphic representation of the DEFINITY system, the Server, and the Clients connected to the Server

Window 2

The Window menu has the following items:

Menu Item Action

ascade Arranges windows so that they overlap

ile Arranges windows in non-overlapping tiles

Help 2

The Help menu has the following items:

Menu Item Action

elp topics Displays a list of help topic categories

2-14 The BCMS Vu Server Main Window

Page 45

BCMS Vu Server Basics

Menu Item Action

bout BCMS Vu Shows version, copyright and other information

about the BCMS Vu software

Too lb ar 2

The following BCMS Vu toolbar buttons provide quick ways to start common BCMS Vu tasks:

Icon Name Command

Download Historical Data

Terminate Download

Delete Records Deletes old records from the database

Repair Database

Connect Establishes a connection to a switch

Disconnect Breaks the connection to a switch

Downloads latest historical data

Chapter 2

Terminates historical data download that is in progress

Performs maintenance on the historical database

The BCMS Vu Server Main Window 2-15

Page 46

BCMS Vu Server Basics

Icon Name Command

Help Topics Opens Online Help

Status Bar 2

The status bar displays a brief description of menu commands when the commands are highlighted by the mouse pointer, and displays a description of a toolbar button when the mouse pointer is positioned over the button.

The status bar also has two status indicators:

Download Status When data is being downloaded from the DEFINITY

system, this indicator displays status messages relating to the download.

Connection Status

The download status and connection status are not visible or active if the Status bar is disabled from the View menu.

When BCMS Vu Server is connected to the DEFINITY system, the status bar shows icons of a large and small PC connected by moving colored dots. When BCMS Vu Server is disconnected from the DEFINITY system, only one icon appears.

Server Action Area 2

The Server Action area is the area of the Server application where windows resulting from menu selections appear.

2-16 The BCMS Vu Server Main Window

Page 47

BCMS Vu Server Basics

Using BCMS Vu Server On-Line Help 2

You can get on-line help for the following:

●

Toolbar buttons and menu options

●

The BCMS Vu window you are working in

●

A particular BCMS Vu topic or function.

For information about a toolbar button or menu option, move the mouse pointer over the item. Brief information or instructions will appear either in the status bar at the bottom of the BCMS Vu main window or as a tooltip.

For information about any BCMS Vu window you are working in, press the F1 key, or select a Help button if one is displayed in the window.

To select a particular topic or read about BCMS Vu functions, choose Help Topics from the Help menu.

Chapter 2

Using BCMS Vu Server On-Line Help 2-17

Page 48

BCMS Vu Server Basics

2-18 Using BCMS Vu Server On-Line Help

Page 49

BCMS Vu Client

Basics

Introduction 3

This chapter describes the main features of BCMS Vu Client software. It includes the following topics:

●

What can I do using BCMS Vu Client?

●

Starting BCMS Vu Client software.

●

Disconnecting BCMS Vu Client from a Server.

●

Reconnecting BCMS Vu Client software to a Server.

●

Exiting BCMS Vu Client software.

●

Understanding the BCMS Vu Client main window.

●

BCMS Vu Client Online Help.

Introduction 3-1

Page 50

BCMS Vu Client Basics

What Can I Do Using BCMS Vu Client? 3

Use BCMS Vu Client to

●

Connect to a server

●

Receive real-time data from the DEFINITY system and display it in textual and graphical form on a PC monitor

●

Print real-time textual reports

●

Display real-time data

— As Wallboard Displays on a monitor that mimic the display

capabilities of external wallboards used in call centers

— On several types of external wallboards

●

Select the data items you want to display when you define a real-time report or Wallboard Display

●

Specify alerts on real-time data items to provide a visual or visual/audible indication that the item has exceeded or fallen below the threshold alert level

●

Create and print Historical Reports from the downloaded historical data

●

Schedule the printing of Historical Reports

●

Save and reopen all types of reports

●

View the error log

●

Display stored historical data in a table format using Microsoft Access or Microsoft Excel

* Excel is a registered trademark of Microsoft Corp.

3-2 What Can I Do Using BCMS Vu Client?

Page 51

BCMS Vu Client Basics

Starting BCMS Vu Client Software 3

The BCMS Vu installation program creates a menu item on your PC’s “Programs” menu. Refer to BCMS Vu R2 Software Installation Guide for detailed installation instructions.

The following procedure presumes that whoever installed the

Note

BCMS Vu Client software accepted the default program locations. If the installer chose to install the program start icons in a different location (folder), you will have to go to that location to start BCMS Vu using the program start icon.

An alternate method of starting BCMS Vu is to use the Find function of Windows to locate the program file for BCMS Vu Client (bcmsvuclient.exe) and select it.

Before you can connect a Client to a Server, the Client must be

Note

registered with the Server. See “Registering Clients” on page 4-14.

Starting BCMS Vu Client Software 3-3

Chapter 3

Page 52

BCMS Vu Client Basics

To sta r t BCMS Vu Client software, do the following. Refer to the following figure.

1. Select the Start button from the Taskbar.

2. Move the cursor over Programs in the Start menu.

3. Move the cursor over Avaya in the Program menu.

4. Move the cursor over the BCMS Vu Client icon in the Ava ya menu and click once.

The Avaya splash window appears for a few seconds. You may clear it quickly by clicking on it.

The “Server Connection” window appears.

3-4 Starting BCMS Vu Client Software

Page 53

BCMS Vu Client Basics

5. Select the name of the Server to which you want to connect the client.

a. If the Server’s name is in the list of server names, highlight it and select

Connect.

b. If the server’s name is not in the list of server names, double-click Add

Server... or select Add....

The “Server Selection” window appears.

c. In the “Server Selection” window, enter the name of the new Server you

want to create and configure.

d. Select OK.

The “Server Selection” window disappears and the “Server Connection” window reappears.

e. To save the name of the new Server in the list of Server names and connect

to it, highlight it and select Connect.

f. To save the name of the Server in the list of Server names without

connecting to it, select Save.

The “Server Connection” window closes.

Starting BCMS Vu Client Software 3-5

Chapter 3

Page 54

BCMS Vu Client Basics

Disconnecting BCMS Vu Client from a Server 3

Caution

If BCMS Vu Client is connected to a Server, you can disconnect from the Server without closing the Client application by doing either of the following:

If BCMS Vu Client is generating reports, do not close the Client application or disconnect the Client from the Server until the reports are displayed or you will lose some of the reports.

In the Options menu, select Disconnect.

Select the Disconnect toolbar button.

Reconnecting BCMS Vu Client to a Server 3

If you have disconnected the Client from a Server without closing the Client application, you can reconnect by doing either of the following:

In the Options menu, select Connect.

Select the Connect toolbar button.

The “Server Connection” window appears. (See page 5). Highlight the name of the Server you want to connect to and select Connect.

3-6 Starting BCMS Vu Client Software

Page 55

BCMS Vu Client Basics

Exiting BCMS Vu Client Software 3

Caution

If BCMS Vu Client is generating reports, do not close the Client application or disconnect the Client from the Server until the reports start printing or you will lose some of the reports.

You can exit BCMS Vu software using any of the standard Windows methods, including:

●

Select Exit from the File menu.

●

Select the Close button in the upper right corner of the main window.

●

Select Close from the Window menu.

BCMS Vu can take a while to shut down. If you experience

Note

problems with other applications not working properly, you may want to make sure that BCMS Vu has shut down completely (and end the task if it did not). To do this, complete the following steps:

1. Press CTRL+ALT+DEL to open the “Windows NT Security window (Windows 2000 or Windows NT 4.0) or “Close Program” window (Windows 95 or Windows 98).

2. Select Ta s k M a n ag e r (Windows 2000 or Windows NT

4.0).

Chapter 3

3. In the “Windows NT Task Manager” window or “Close Program” window look for bcmsvuclient.

4. If it is displayed in the list of running applications, highlight it.

5. Select End Process (Windows 2000 or Windows NT 4.0) or End Task (Windows 95 or Windows 98).

Exiting BCMS Vu Client Software 3-7

Page 56

BCMS Vu Client Basics

The BCMS Vu Client Main Window 3

The BCMS Vu Client main window contains the following items, as shown in the figure below:

●

System menu box

●

Title bar

●

Menu bar

●

Toolbar

System menu box

Title bar

●

Menu bar

Status bar Report display area Connection status Server name

Toolbar

Status bar

3-8 The BCMS Vu Client Main Window

Report display area

Connection status

Server PC name

Page 57

BCMS Vu Client Basics

System Menu Box 3

Use the “System Menu” box to carry out common Windows operations, such as closing the current window.

Title Bar 3

The “Title” bar displays the name of the application (in this case, Avaya BCMS Vu Client). If one or more reports in the report display area are displayed, the name of the active report is also shown in the title bar.

Menu Bar 3

The “Menu” bar displays the available drop-down menu commands.

The following tables present the options available from each menu.

File 3

The File menu has the following items:

Menu Item Action

ew Report Creates a new report

pen Reports Opens an existing report

lose Report Closes an open report

ave Report Saves an open report with the same file name

Save Report A

rint Report If a Real-Time Text Report or a Historical Report is

The BCMS Vu Client Main Window 3-9

s Saves an open report to a different file name

active, selecting this menu item displays a standard Windows print window.

Chapter 3

Page 58

BCMS Vu Client Basics

Menu Item Action

inter Setup Displays a standard Windows printer setup window.

The BCMS Vu software supports parallel or networkconnected printers.

recently used reports

After the BCMS Vu software has been used for the first time, a list of the most recently displayed reports appears here. Select the number or name that corresponds to the report you want to open.

it Exits BCMS Vu Client and terminates the connection to

BCMS Vu Server

Edit 3

The Edit menu has the following items:

Menu Item Action

Report P

roperties

Runs the Properties Wizard to let you change the properties of the active report on your screen

Options 3

The Options menu has the following items:

Menu Item Action

onfigure Runs a Configuration Wizard to change the

configuration settings for the following:

●

Alerts

●

Color Palettes

●

Thresholds and Maximum Values.

roadcast

B Message

Broadcasts a message to be displayed on the wallboard. If a wallboard is not registered, this command is disabled.

3-10 The BCMS Vu Client Main Window

Page 59

Menu Item Action

BCMS Vu Client Basics

Cancel

Terminates an active broadcast message

Broadcast

nnect Attempts to establish a connection with the Server. If a

connection is already established, this command is disabled.

isconnect Breaks the connection with the Server. If there is no

active connection with a Server, this command is disabled.

chedule

Historical

Lets you schedule the printing of Historical Reports at a later date

Reports

Chapter 3

The BCMS Vu Client Main Window 3-11

Page 60

BCMS Vu Client Basics

View 3

The View menu has the following items:

Menu Item Action

olbar Shows or hides the toolbar

tatus Bar Shows or hides the status bar

rror log Displays the error log. Because the error log is

Window 3

The Window menu has the following items:

Menu Item Action

ile Arranges windows in non-overlapping tiles

stored on the Server, this item is disabled when the client is not connected to a Server.

ascade Arranges windows so that they overlap

list of open reports Goes to a specified report. Available only when

one or more reports are open.

Help 3

The Help menu has the following items:

Menu Item Action

elp topics Displays a list of help topic categories

bout BCMS Vu Displays version and copyright information about

BCMS Vu

3-12 The BCMS Vu Client Main Window

Page 61

BCMS Vu Client Basics

Too lb ar 3

The following BCMS Vu toolbar buttons provide quick ways to start common BCMS Vu tasks:

Icon Name Command

New Report Creates a new Real-Time or Historical Report or

Wallboard Display

Open Reports Opens an existing Real-Time or Historical Report or

Wallboard Display

Save Report Saves the properties of the active report. This button

is available only if one or more reports are open.

Print current report

Prints the active report. This button is available only if the active report is a Real-Time Text or a Historical Report. BCMS Vu software supports parallel and network-

Chapter 3

connected printers.

Report Properties

Schedule

Changes the properties of the active report. This button is available only if one or more reports are open.

Schedules the future printing of a Historical Report

Historical Reports

Wallboard

Broadcasts a message to an external wallboard

Broadcast

Server Connect Attempts to connect to a Server. If there is an active

connection to a Server, this button is disabled.

The BCMS Vu Client Main Window 3-13

Page 62

BCMS Vu Client Basics

Icon Name Command

Server Disconnect

Cascade Windows

Tile Windows Displays the open reports in non-overlapping tiles,

Help Opens the Help Topics window

Disconnects from a Server. If there is no active connection to a Server, this button is disabled.

Arranges the open reports so that they overlap one another

displaying the current report at the top left of the BCMS Vu Report Display area

Status Bar 3

The status bar displays a brief description of menu commands when they are highlighted by the mouse pointer, and displays a description of a toolbar button when the mouse pointer is positioned over the button.

Report Display Area 3

The report display area is the area of the application where BCMS Vu displays new and existing real-time and Historical Reports. It also displays activities shown in windows, such as setting threshold and alert windows.

Connection Status 3

If there is an active connection between the Client and a Server, three icons connected by moving dots appear in this area, one icon symbolizing the Client, one the Server, and one the DEFINITY system.

3-14 The BCMS Vu Client Main Window

Page 63

BCMS Vu Client Basics

If there is no connection between the Server and the DEFINITY system, the DEFINITY system icon is covered by a red “X.”

If there is not an active connection between the Client and a Server, an icon covered by a red “X” and the words “No Server connected” appear in this area.

The connection status will not be visible or active if the status bar is disabled from the menu.

Server Name 3

If there is an active connection between the Client and a Server, the Server name and the Server PC name appear in this area.

The BCMS Vu Client Main Window 3-15

Chapter 3

Page 64

BCMS Vu Client Basics

BCMS Vu Client On-Line Help 3

You can get on-line help for the following:

●

Toolbar buttons and menu options

●

The BCMS Vu window you are working in

●

A particular BCMS Vu topic or function.

For information about any BCMS Vu window you are working in, press the F1 key, or click a Help button if one is displayed in the window.

To select a particular topic or read about BCMS Vu functions, choose Help To pi cs from the Help menu.

3-16 BCMS Vu Client On-Line Help

Page 65

Configuring and Managing BCMS Vu

Software

Introduction 4

This chapter is divided into four main sections:

●

Configuring BCMS Vu software from the Server after it has been installed on your PC

●

Configuring BCMS Vu software from the Client after it has been installed on your PC

●

Managing historical data from the Server

●

Managing miscellaneous BCMS Vu software functions.

In BCMS Vu Server you use configuration wizards to

●

Establish a connection from the Server to the DEFINITY system to retrieve real-time data

●

Specify when and where historical data will be downloaded from the DEFINITY system to your PC

●

Introduction 4-1

Page 66

Configuring and Managing the BCMS Vu Software

In BCMS Vu Client you use configuration wizards to

●

Define alerts

●

Specify palette colors for real-time reports

●

Define thresholds and maximum values for items displayed in real-time reports.

You manage historical data when you

●

Download historical data

●

Back up the historical database

●

Remove historical data from the PC

●

Back up folders and files

●

Repair the database

●

Re-index the database

●

Compact the database

●

Manage memory allocation.

A miscellaneous BCMS Vu function you manage is downloading BCMS data.

After you initially configure BCMS Vu software you can change the configuration options.

4-2 Introduction

Page 67

Configuring and Managing the BCMS Vu Software

Configuring BCMS Vu from the Server 4

The BCMS Vu Server contains four configuration wizards:

●

The Switch Connection Configuration Wizard lets you connect to the DEFINITY system whose activity you want to measure.

●

The Downloads Configuration Wizard lets you schedule historical data downloads from the DEFINITY system.

●

The Wal lboa rds Configuration Wizard lets you register the wallboards connected to PCs on the network.

●

The Clients Configuration Wizard lets you register the Clients that you allow to connect to the Server.

Normally you run each of these wizards individually.

The first time you open BCMS Vu Server, however, you are presented with the Switch Connection, Downloads, and Clients wizards as successive parts of a larger wizard.

You can also access this larger wizard by selecting First Time in the Options|Configure menu. As you finish each of the three individual wizards, you select Next to move to the next wizard, and after the last window of the Clients wizard, you select Finish to close the wizard.

If you want to access only one of the four individual configuration wizards, select it in the Options|Configure menu. A description of the four wizards follows.

The user who runs the BCMS Vu Server must be administered as a

Note

“Power User.”

Configuring BCMS Vu from the Server 4-3

Chapter 4

Page 68

Configuring and Managing the BCMS Vu Software

Connecting to the DEFINITY System 4

The Switch Connection Configuration Wizard is pages 1-3 of the larger wizard you are presented when you start BCMS Vu Server software the first time and when you choose First Time in the Option|Configure menu. You can also start the Switch Connection Configuration Wizard by itself.

You connect to the DEFINITY system from the Server.

The windows of the Switch Connection Configuration Wizard allow you to set up a connection between your Server PC and the DEFINITY system. This connection allows you to download data from the BCMS database and to see real-time BCMS data.

The Server can be physically connected via data modules (through separate

Note

serial ports) or a TCP/IP LAN connection to more than one DEFINITY system, but you can access data from only one DEFINITY system at a time. The data modules cannot be used to connect to the DEFINITY ONE system. You specify the connection information for a given DEFINITY system and give this set-up a name through the Switch Connection Configuration Wizard. When you start the Server software, you select the name of the connection you want.

To connect to a DEFINITY system,

1. From the Options|Configure menu select Switch Connection

From the Options|Configure menu select First Time.

The “Enter a login and password” window appears.

4-4 Configuring BCMS Vu from the Server

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Configuring and Managing the BCMS Vu Software

2. In the “Login Name:” box, type the login that will be automatically supplied to the DEFINITY system when you connect to the DEFINITY system. The login must match the BCMS Vu login name administered on the DEFINITY system.

This DEFINITY system login must have the following

Note

permissions:

• Display Admin and Maint Data

• System Measurements

The DEFINITY system login must not be a “service” login. Refer to “BCMS Vu Login and Password” in Chapter 2 of BCMS Vu Software R2 Installation Guide.

3. In the “Login Password:” box, type the password that is associated with Login Name. It must match the password for the BCMS Vu login on the DEFINITY system.

If the following conditions exist, you must change the password on

Note

the DEFINITY system and in BCMS Vu Server for that login.

• Password aging for the BCMS Vu logon is in effect on the DEFINITY system, and

• Aging is in effect for the login that BCMS Vu Server uses to access the DEFINITY system, and

• The password expires.

To eliminate this problem altogether, you may turn off password aging on the DEFINITY system “add login” form. To do this leave the password aging field in the next screen blank. To change login passwords, refer to “BCMS Vu Login and Password” in Chapter 2 of BCMS Vu Software R2 Installation Guide.

Chapter 4

4. Select Next.

The “Specify the Host Name/IP Address and Port for TCP/IP or Phone Number and Serial Port for the data module for BCMS Vu to use to access the switch” window appears.

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5. In the “Mode of Connection:” group box, choose the “TCP/IP” or the “Data Module” radio button. If you choose the “TCP/IP” option, the “Host Name/IP Address:” and “Port:” boxes are enabled and the “Phone Number:” and “Serial Port:” are disabled. If you choose the “Data Module option,” the “Phone Number:” and “Serial Port:” boxes are enabled and the “Host Name/IP Address:” and “Port:” boxes are disabled.

If you are configuring for the first time, then the “TCP/IP” radio

Note

button is selected by default. Otherwise the option that was used the previous time is selected.

6. If you choose the “TCP/IP” option, follow Steps “a” and “b,” and go to Step 8.

a. Complete the “Host Name/IP address:” box. Type the Host Name or the IP

address of the DEFINITY system to which you are connecting.

b. Complete the “Port:” box. The “port” is the port on the switch to which

TCP/IP sockets will bind to initiate communications to the switch. For the DEFINITY ONE system, port “22” must be used.

7. If you choose the “Data Module” option, follow Steps “a” and “b.”

a. Use the drop-down list for the “Serial Port:” box to select the serial port that

you are using to connect to the data module, if the data module option is chosen. The serial ports that are available in the drop-down list will match the ports available on your PC. If you do not know which serial (COM) port to choose, look at the back of your PC for the port (1 through 8) to which the data module is connected.

b. In the “Phone Number:” box type the hunt group extension for Netcon

channels that must be dialed for the data module to connect to the DEFINITY system.

8. Select Next.

In the window that appears you will see a diagram showing the path to the DEFINITY system you are trying to connect to. Select Test Connection to confirm that the connection has been properly set up.

A colored dot moves back and forth between the PC icon and the DEFINITY system icon.

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If the connection is established, the words “The test was successful” appear.

If the connection is not successful, BCMS Vu attempts to connect until it times out and tells you why it failed. In this case, select Cancel and correct the problem. Refer to “Troubleshooting the Data Module” on page 10-37, if you are using a data module to connect to the DEFINITY system. For the DEFINITY ONE system, refer to the associated error codes.

9. To exit the Switch Connection Configuration Wizard, select Finish.

If, however, you entered the Switch Connection Configuration Wizard by selecting Options|Configure|First Time or if this is the first time you have gone through the wizard, and you want to continue to the Download Historical Data Wizard, select Next.

If the connection to the DEFINITY system is dropped, for

Note

whatever reason, a Communications Error window appears offering you the following options:

• Retry the connection

• Cancel the connection. The program attempts to reconnect. If it does not reconnect and you do not select Cancel, the program attempts to reconnect again after thirty seconds, offering the same options. It tries again after a minute, then after two minutes, four minutes, and so forth. It continues trying to reconnect indefinitely at larger and larger intervals, until it is successful or you select Cancel.

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Connecting to and Disconnecting from the DEFINITY System 4

BCMS Vu Server normally remains connected for as long as both BCMS Vu Sever and the DEFINITY system are running.

While BCMS Vu Server is connected to the DEFINITY system, you can manually disconnect it. To do this, select Disconnect from the Options menu, or select the Disconnect icon from the toolbar. BCMS Vu Server disconnects.

If BCMS Vu Server is not connected to the DEFINITY system, you can manually connect it. To do this,

1. Select Connect from the Options menu, or select the Connect icon on the toolbar.

The “Server Connection” window appears.

2. Highlight the Server you want to connect to and select Connect.

Provided the PC is properly connected and the DEFINITY system is running, BCMS Vu Server connects to the DEFINITY system. Allow several minutes for the connection to be established.

When BCMS Vu Server is connected to the DEFINITY system, the status bar shows icons of a large and small PC connected by moving colored dots. If BCMS Vu Server is disconnected from the DEFINITY system, only one icon appears.

Downloading Historical Data 4

The Downloads Configuration Wizard in the Server allows you to specify how often, at what time, and where the historical database is downloaded from the DEFINITY system to your PC.

You download historical data from the Server.

Downloading historical data regularly and correctly is absolutely

Note

necessary for accurately reporting DEFINITY system data. We strongly advise you to download data for half-hour intervals at least twice a day, and for hour intervals at least once a day. Be sure to carefully read “Downloading Historical Data” on page 4-22 and “How the DEFINITY System Stores Data” on page 4-23.

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This wizard is pages 4-6 of the wizard you are presented when you start BCMS Vu Server the first time. The same wizard appears when you choose First Time in the Options|Configure menu.

To schedule downloads of historical data,

1. In the Options|Configure menu, select Downloads.

2. In the window that appears, be sure the box next to “Enable Downloading of Historical Data” is checked.

3. Select Next.

The “Specify the time at which ...” window appears.

4. In the Upper box, enter the time of day when you want the first download of the day to occur. Use the time format specified on the “Time” tab of the “Regional Settings” Windows application.

5. In the lower box, enter (in hours) how often you want downloads to occur. For example, if you enter the number “6,” downloads occur every six hours.

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6. Be sure that the correct path for the folder where the data is stored appears below the words “Database Location.” If the correct path is not displayed, select the “Browse” button to bring up an Explorer-type window, in which you can specify the correct path.

When you install BCMS Vu Server software, the installation

Note

program suggests that you store historical data in a default location. If you accept the default location, historical data is stored in C:\Program files\Avaya\BCMS Vu\Server\. You can decide to store the data in another location.

The “Automatic purging of old data” window appears.

7. Select the kind of purging you want to take place and fill in the interval in the box that opens.

If you do not choose automatic purging, you need to use the Delete records menu command or the corresponding toolbar button periodically to reduce the size of the database.

8. To schedule the download and close the configuration wizard, select Finish.

If you entered the Switch Connection Configuration Wizard by selecting Options|Configure|First Time or if this is the first time you have gone through the wizard, and you want to continue to the Client Configuration Wizard, select

Next.

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The amount of data you leave in your historical database is a matter of choice. You will probably want to use a hard disk with a large storage capacity and save at least five years of daily data and six months of interval data in order to track trends effectively. After you decide how long you want to save historical data, use the formula below to determine approximately how much disk space you need.

For splits/skills, agents, VDNs and trunk groups measured by BCMS, the following formula is an approximate guide to the space required in megabytes for each day’s historical data:

# splits/skills + # agents + # trunk groups + #VDNs

(370) * BCMS interval in hours

When the interval is a half-hour, use 185 instead of 370 in the formula.

Your PC's inner clock automatically changes from Standard to Daylight Savings Time if you specify this feature in Control Panel/Date/Time in Windows. However, the DEFINITY system does not change automatically.

We recommend that you turn off automatic “daylight savings change” on the PC and manually adjust the time on the DEFINITY system and on the PC at the same time when no agents are logged in or call center activity is very low. If you do this, remember that turning back the time on the DEFINITY system clears BCMS data on the DEFINITY system.

If agents are logged in at this time, you may receive incorrect data when you switch to Standard Time.

Before you change the time, perform a historical data download to minimize data loss.

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Registering Wallboards 4

When you configure a wallboard you register it with the Server. A Client can then send a report or message to any wallboard connected to any PC in the network. BCMS Vu Wallboard software must be installed and running on the PC to which the wallboard is connected.

You register a wallboard from the BCMS Vu Server.

The Wallboard Configuration Wizard is not part of the wizard that

Note

appears the first time you run BCMS Vu Server or when you select Options|Configure|First Time.

Before you can register a wallboard from the server, it must

Note

already be connected to a PC with Wallboard software installed and running. The PC must be on the network.

1. In the Options|Configure menu item, select Wallboards.

The “Wallboard Registration” window appears. Previously registered wallboards are listed under “Wallboard Names.”

2. In the “Wallboard Registration” window, double-click on Add Wallboard... or

select Add....

3. In the “Wallboard Name” window, enter the name of the wallboard which you want to be accessible to the Clients. The wallboard name is an arbitrary designation, unique in the network, that you assign to the external wallboard. It is the name by which you select the wallboard when you want to send a display or message to it. You will probably want to give each wallboard a name that describes its characteristics or location.

4. Select OK.

The “Specify the name and model type of the wallboard” window appears.

5. In the “Machine name” box, enter the name of the PC to which the wallboard is physically attached. If you do not know this name, open Start/Settings/Control

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Panel/Network from Windows. On the Identification tab, the machine name is

in the “Computer Name” field.

6. From the “Model of wallboard” pull-down menu, select the model name of the wallboard.

7. In the “Address” box, enter the address of the wallboard. This is a number from zero to 127. Refer to the wallboard user guide to find out how to specify the wallboard address.

You address Avaya wallboards using the remote control unit that

Note

comes with the wallboard. Refer to the user’s guide that comes with the wallboard.

You address a Avaya wallboard using hexadecimal notation. However, when you enter a wallboard address in the BCMS Vu configuration procedure, you must use decimal notation. Furthermore, BCMS Vu accepts wallboard addresses only from 0 to 127 (decimal).

For a table that translates hexadecimal addresses into decimal addresses, refer to “Installing the Wallboard” in Chapter 5 of

BCMS Vu Software R2 Installation Guide.

8. Select Next.

The “Specify the Serial Port...” window appears.

9. From the pull-down menu, select the name of the port on the PC to which the wallboard is connected.

Only COM Port numbers from 1 through 8 are allowed.

Note

10. Select Next.

A window appears that allows you to test whether the wallboard is properly registered and physically connected to a PC.

11. Click on the “Test Connection” button.

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A window appears with a message asking you if you saw the “Test message” on the wallboard.

If you select “Yes,” you are told that the test was successful, meaning that the wallboard is properly registered and connected to a PC.

If you select “No,” you are told that the test failed and why it failed. The following conditions will cause a failure:

●

The wallboard is not connected to the specified port on the specified PC.

●

Wallboard software is not running on the PC to which the wallboard is attached.

●

The wallboard is not properly registered.

●

The wallboard address is not correct.

●

The wallboard has a poor physical connection.

Registering Clients 4

Client registration is page 7 of the wizard you are presented when you start BCMS Vu Server the first time and when you choose First Time in the Options|Configure

menu.

To register a Client with a Server, you must be in the BCMS Vu Server application.

1. In the Options|Configure menu, select Clients.

The “Registered Clients” window appears.

2. If you want to register a Client that is not listed in the Registered Clients

column, double-click on Add Client or select Add....

A window entitled “Client Registration” appears.

3. Enter the Windows Login ID of the Client that you want to register.

The “Registered Clients” window reappears.

4. To exit the wizard, select Save.

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About Shares 4

Certain configuration information, for example, saved reports and Client and Wallboard configurations, is stored in the Server folder. The historical database is also stored in the Server folder. Clients operating from other PCs on the network must be able to access these folders. This permission, known as a share, gives Clients read permission for these folders.

A share is permission to access (read) the files in a particular folder. This includes access to all files in all folders below the share folder. To a Client accessing a shared folder from another PC on the network, the shared folder appears to be in the root directory of the server PC. The share name can be an alias, different from the name of the folder on the Server PC.

During the installation of BCMS Vu Server, the folders in which these files are stored are created by default. The folder containing configuration information and the historical database is created in the path C:\Program Files\Avaya\BCMS Vu\Server\ and is named “BCMSVuServer.” You can refuse to accept the default and can create your own folder to store these items.

To find out which folders are shared, select Sharing Setup in the Options|Configure menu item.

Shares is a Windows Network concept and if you want to change the sharing setup you can do so from Windows Explorer. For more information, refer to your Microsoft Windows documentation.

If you make changes to the sharing setup, you may prevent clients

Note

from creating historical reports and opening and saving reports. Do not change sharing setup unless it is absolutely necessary.

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Configuring BCMS Vu from the Client 4

Activating Alerts 4

In order for an alert to function, threshold(s) for the alert must be defined and activated. You may define the threshold(s) before or after you activate the alert(s).

To activate an alert:

1. In the Options menu, select Configure.

2. Select Alerts.

The Alerts Wizard appears.

3. Select the radio button next to the type of alert you want to activate. Notice that you cannot choose an audible alert without an accompanying visual alert.

You cannot set different types of alerts for different data items. For

Note

example, if you chose visual-only alerts in this wizard, alerts in all reports for this client for all data items will be visual only.

4. To close the Alerts Wizard, select OK.

Configuring Color Palettes 4

A color palette is a set of colors that are applied to different sections of a graph, piechart, text report or time trace for easier differentiation between the sections. BCMS Vu R2 lets you choose among four different color schemes and a gray-scale scheme for a total of five different ways to differentiate between various sections of a graph, pie-chart, and time trace.

When you select a new color palette, that set or combination of colors applies to all graphs, pie-charts, and time traces; you cannot apply one set of colors to one kind of report and a different set of colors to another kind of report at the same time.

To configure a color palette,

1. In the Options menu, select Configure.

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2. Select Color Palettes.

The “Color Palettes Configuration” window appears.

3. Select the radio button next to the graphic that displays the set of colors you want to activate.

4. To visualize what the colors will look like before you exit the configuration window, select Apply.

5. To close the “Color Palettes Configuration” window, select OK.

Thresholds and Maximum Values Configuration 4

Thresholds 4

BCMS Vu software can display or sound an alert in all reports except Pie Charts and Historical Reports whenever a specified item exceeds or falls below a pre-selected value. Each Client sets its own threshold values, and these values do not apply to reports created by other Clients. Thresholds are set for each data item, not for each report. Therefore, once a Client sets a threshold for a data item, the alert applies to that data item on all graphs, text reports, and Wallboard Displays created by that Client.

For each threshold, you can specify that the alert be visual, visual and audible, or disabled.

Audible alerts - An audible alert is a beep from the PC.

Visual alerts - If the default palette is used, visual alerts appear as follows:

●

In a Real-Time Graph Report a visual alert is indicated by the item bar color changing to red when the item is outside either of the set warning threshold values. The item bar color changes to yellow when the item is outside the set caution threshold values.

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●

In a Real-Time Text Report a visual alert is indicated by the background color of the item text changing to red when the item is outside either of the set warning threshold values. The background color changes to yellow when the item is outside the set caution threshold values.

●

In a Wallboard Display, a visual alert is indicated by the item text color changing to red when the item is outside either of the set warning threshold values. The item text color changes to yellow or amber when the item is outside the set caution threshold values.

Palette settings do not affect wallboards.

●

In a Time Trace Report, the horizontal bands in the warning zones turn to red when the item is outside the set warning threshold values. The horizontal bands in the caution zones turn to yellow when the item is outside the set caution threshold values.

Thresholds exist for the sole purpose of generating alerts.

After an alert has been triggered, it continues until the item value falls within the threshold range, or until you reset the threshold value or disable the alert.

You can define any or all of the following four limits:

High Warning If the value of the data item goes above this threshold, a

warning alert occurs.

High Caution If the value of the data item goes above this threshold, a

caution alert occurs.

Low Caution If the value of the data item goes below this threshold, a

caution alert occurs.

Low Warning If the value of the data item goes below this threshold, a

The value of each item in the above list (except the first value) must be lower in value than the item above it.

Maximum Values 4

Maximum values are used to scale graphs appropriately to the data you expect. The number you specify as the maximum value determines the maximum height to which a bar or trace will extend. You will probably choose as a maximum value, a value that the data item often approaches but seldom exceeds. For example, if the

4-18 Configuring BCMS Vu from the Client

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value of Number of ACD Calls, is often at least 90 but seldom more than 100, you might select 100 as the maximum value. If you do this, the maximum height of a vertical bar graph or time trace will represent 100. For a value above 100, the bar will extend above the maximum value line and terminate in an apex. The actual value of the item will appear above the point of the apex.

Every data item is assigned a default maximum value. You can change each of these default values through the Options|Configure|Thresholds and Maximum Values menu command.

If multiple splits/skills or types of data items are represented on the

Note

same report, the maximum height of the graph will be the largest of the maximum thresholds of all the data items selected.

Configuring Thresholds and Maximum Values 4

You set thresholds and maximum values from a window of the same name. You open this window by selecting Options|Configure| Thresholds and Maximum Val ue s.

The following is a description of this window:

When the tree in the left-hand window is collapsed fully, three categories of measured entities (Split/Skill, Agent summary, and VDN summary) are listed. You cannot set a maximum value or threshold for a category.

If you expand a category, the data items that pertain to that category (for example, Calls Waiting and Oldest Call) are displayed. You can set a maximum value and thresholds for a data item across all members of a category.

For example, you can designate an upper caution value of five minutes for “Average Speed of Answer” for all splits/skills. To do this,

1. Expand Split/Skill (click on the “+” next to the split/skill icon).

2. Highlight Average Speed of Answer.

3. Set the upper caution value to “05:00.”

A caution alert now appears in reports covering any and all splits/skills where Average Speed of Answer is being measured and the average rises above 5 minutes.

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You can also choose to set a unique threshold for each data item for each split/skill, agent or VDN.

For example, you can designate an upper caution value of 5 minutes for Average Speed of Answer for all split/skills except Service, and an upper caution value of 3 minutes for Service. To do this,

1. Under the category Split/Skill, designate an upper caution value of 5 minutes for Average Speed of Answer (see above).

2. Expand Average Speed of Answer (click on “+”).

3. Highlight “Service.”

4. Set the upper caution value to “03:00.”

Now a caution alert will go on when the Average Speed of Answer for calls to Sales exceeds 3 minutes, and when it exceeds 5 minutes for calls to all other splits/skills.

Setting Thresholds and Maximum Values 4

To set Thresholds and Maximum Values,

1. In the Options menu, select Configure.

2. Select Thresholds and Maximum Values.

The “Thresholds and Maximum Values” window appears.

3. In the tree structure in the window on the left side of the wizard window, open either Split/Skill, Agent summary, or VDN summary, (depending on whether you want to set a threshold for a split/skill, agent, or VDN data item) by selecting the “+” next to the name of the category.

4. Select the data item for which you want to set thresholds.

When you have highlighted the name of a data value, the name will appear just above the “Maximum Bar Height” box on the right side of the window.

5. If you want to change the value in the “Maximum Bar Height” box at this time, type the number that you want a fully extended bar to represent. For example, if you are assigning threshold values for Number of ACD Calls, you might select 100 as the Maximum Bar Height. If you do this, 100 ACD Calls will cause the bar to extend to its maximum length.

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6. Check the box next to the type of warning or caution for which you want to define and activate a threshold. If you use the default palette,

●

The Upper Warning threshold is the value above which the bar on the graph will appear red. You will probably want to make this threshold number less than the Maximum Bar Height.

●

The Upper Caution threshold is the value above which the bar on the graph will appear yellow.

●

The Lower Caution threshold is the value below which the bar on the graph will appear yellow.

●

The Lower Warning threshold is the value below which the bar on the graph will appear red.

7. Type the threshold value for the type of warning you selected in step 6.

8. Repeat steps 4 through 7 for other types of warnings and cautions you want to define.

9. If you decide you do not want a threshold activated, remove the check from the box next to that type of warning or caution.

10. Unless you activate them, alerts will not function when a threshold is exceeded.

There is a difference between activating a threshold and activating

Note

an alert: Checking the box next to a caution or warning threshold in the

“Thresholds and Maximum Values” window assigns the value in the adjacent box. However, the alert associated with this threshold does not function unless the alert is turned on through the Options|Configure|Alerts menu item.

11. To close the Thresholds and Maximum Values Wizard, select Finish.

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Managing BCMS Vu Historical Data 4

This section includes the following general data management topics:

●

Downloading historical data

●

How the DEFINITY system stores data

●

Backing up the historical database

●

Removing historical data from the PC

●

Backing up folders and files

●

Repairing the database

●

Re-indexing the database

●

Compacting the database

●

Managing memory allocation.

●

Opening the historical database in Access 2000.

Downloading Historical Data 4

Perhaps the most important task in managing your data is being sure it is downloaded regularly and safely from the DEFINITY system. Failure to do this carefully can cause you to lose data irrevocably. Downloading data is described in an earlier section of this chapter.

In order for you to download data in a timely manner and not lose data, you should consider how the DEFINITY system stores data. The following section describes this process.

When you install BCMS Vu Server software, the installation

Note

program suggests that you store historical data in default locations. If you accept the default location, historical data is stored in C:\Program files\Avaya\BCMS Vu\Server\. You can decide to store the data in another location.

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How the DEFINITY System Stores Data 4

The DEFINITY system stores interval data for only 24 intervals (12 hours of halfhour intervals and 24 hours of hour intervals), and daily data for only seven days. In order to save data for longer periods, you must download it before it is deleted from the DEFINITY system.

Using the Server, you download the data to the hard disk where the database destination location has been defined. You can perform the download immediately, or you can schedule it to take place later on a regular basis.

When you schedule downloads to take place on a regular basis, you choose how frequently the downloads occur. You can specify that they occur as often as every hour, or as infrequently as every twenty-four hours. Remember, however, that the intervals you choose for downloading data from the DEFINITY system are not necessarily the same as the intervals at which data is stored on the DEFINITY system. Be sure that you download data often enough so that none is lost. For example, if the DEFINITY system saves interval data every half-hour, you should download interval data at least every twelve hours (24 intervals) to make sure none is lost.

Backing up the Historical Database 4

If you want to perform periodic archives of the historical database to keep its size reduced, do the following:

1. In the database directory, select the file histdb.mdb.

2. Copy the file to another location. For security, you may want to keep a copy on a different external disk.

3. In the database directory, copy the file empty.mdb to the database directory.

4. Rename the copy of empty.mdb file to histdb.mdb.

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Removing Historical Data from the PC 4

BCMS Vu stores historical data until you remove it. You may need to periodically remove data to prevent your disk from filling up and to keep the performance of your reports acceptable. This can be done through automatic purging of database records. We suggest that you back up the historical database before removing old database records.

For splits/skills, agents, VDNs and trunk groups measured by BCMS, the following formula is an approximate guide to the space required in megabytes for each day’s historical data:

# splits/skills + # agents + # trunk groups + #VDNs

(370) * BCMS interval in hours

When the interval is a half-hour, use 185 instead of 370 in the formula.

For example, a small call center with one trunk group, five VDNs, five splits/skills and ten agents using an interval of 60 minutes will require approximately 57 KB per day.

You can choose the type of records that you delete:

— Interval data only

— Daily data only

— Both interval and daily.

You can delete all of the data selected according to the date on which it was stored, or according to the length of time it has been stored. In the latter case, you can request that records stored more than a given length of time be deleted daily.

To delete historical data:

1. From the Options menu, select Delete records or select the Delete Record toolbar button.

2. From the “Choose the type of records to be removed:” window, select the radio button next to the type of data you want removed.

3. Select Next.

4. From the “Choose the records to be removed:” window, click the box next to the criteria according to which you want the data removed:

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a. Click on the window next to “Remove data by date” if you want data stored

before a certain day removed, and type this date into the “Remove stored data before” window.

b. Click on the window next to “Remove data by age” if you want data that has

been stored for a certain length of time removed, and type the age (number of days old) of the data you want removed into the “Remove stored data older than (in days):” window.

c. Click in the box labeled “Continue removing records this old” if you want

records of this age automatically removed every day.

5. Select Next.

6. To remove the records, select Finish in the “Confirm destruction of historical records” window.

Backing Up Folders and Files 4

Because the BCMS Vu historical database and the reports you create using the BCMS Vu software are stored on your hard drive, it is important for you to establish

a backup process to prevent loss of data should problems occur with your PC.

You can use a backup utility on your PC to back up the BCMS Vu data and settings. The information that you should back up includes the following:

●

The properties that you define for Historical Reports, Real-Time Reports, and Wallboard Displays

●

Your BCMS Vu configuration options

●

The historical database.

If you want to perform periodic archives of the historical database so

Note

that it is not so large, refer to “Backing up the Historical Database” on page 4-23.

Archiving the historical database in this manner is useful because it lets you keep historical data for as long as you want, yet lets you keep the size of the historical database that you are using on a daily basis relatively small.

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Once you have archived the historical database, you can retrieve it in one of several ways. You can install Server software in simulator mode on a PC that points to the archived data and have a Client connect to this “Server,” or you can use Microsoft Access, Microsoft Excel, or another database tool to run reports and extract data from the archived database.

If you accepted the BCMS Vu software default file locations during the installation, the folders or files that you must include in your regular BCMS Vu backup are as follows:

Data Location

Historical database \Program Files\Avaya\

BCMS Vu\Server\Server Name

Historical Reports and Real-Time Graph Reports

BCMS configuration downloaded from the DEFINITY system

Thresholds and alerts configuration settings

\Server PC Name\VuShare\Server Name\Client Name

\Server PC Name\Program Files\ Avaya\BCMS Vu\Server\Server Name

\Server PC Name\Program Files\Avaya\BCMS Vu\Server\Client

Name

The actual locations of the files depend on the paths you specified in the

Note

installation of the software.

Repairing the Database 4

The database records that have been downloaded and stored on your PC hard disk can become corrupted.

You can correct this by using the Repair Database command in the Options menu. After you repair the database, you will probably want to update the database index that allows reports to be quickly created.

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Configuring and Managing the BCMS Vu Software

You can also compact the database in order to store more data on your hard disk.

To avoid problems, be sure that all Clients are logged out when you

Note

repair the database.

To repair a corrupted database,

1. In the Options menu, select Repair Database... or select the Repair Database toolbar button.

2. In the window that appears, select Repair Corrupted Database.

The buttons in the window become gray temporarily. When the operation finishes or fails, the grayed items become normal.

If the operation fails, an error notice appears.

3. To exit the window, select Finish.

Re-indexing the Database 4

After you repair the database, update the database index that allows reports to be quickly created.

To re-index the database,

1. In the Options menu, select Repair Database... or select the Repair Database button on the toolbar.

2. In the window that appears, click on Rebuild the Table Indices.

The buttons in the window become gray temporarily. When the operation finishes or fails, the grayed items become normal.

If the operation fails, an error notice appears.

3. To exit the window, select Finish.

Managing BCMS Vu Historical Data 4-27

Chapter 4

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Configuring and Managing the BCMS Vu Software

Compacting the Database 4

A database can become fragmented. It is a good idea to compact the database periodically. This ensures the integrity of the database and regains hard drive disk space by reducing the size of the database.

To compact the database,

1. In the Options menu, select Repair Database... or select the Repair Database button on the toolbar.

2. In the window that appears, select Compact the Database.

The buttons in the window become gray temporarily. When the operation finishes or fails, the grayed items become normal.

If the operation fails, an error notice appears.

3. To exit the window, select Finish.

Managing Memory Allocation 4

Memory errors may occur if you do not allocate sufficient virtual memory for BCMS Vu. We recommend that you allow Windows to manage your memory. When you first install BCMS Vu Server, Client, or Wallboard, perform the following steps. If a memory error occurs subsequently, perform these steps again.

For Windows NT 4.0:

1. Select Start/Control Panel/ System/ Performance.

2. On the “Performance” tab, in the “Virtual Memory” box, select Change.

3. In the box labeled “Total Paging File Size for all Drives,” note the number next to “Recommended.”

4. Enter this number in the box labeled “Maximum Size (MB).”

5. Select Set.

6. Exit the Control Panel.

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Configuring and Managing the BCMS Vu Software

For Windows 95 or Windows 98:

1. Select Start/Control Panel/System/Performance.

2. On the “Performance” tab, select “Virtual Memory.”

3. Activate the radio button next to “Let Windows manage my virtual memory settings.”

4. Select OK.

5. Exit Control Panel.

Opening the Historical Database in Access 2000

The BCMS Vu software creates the historical database in the Access 95 or 97 format. This database, however, can be opened in Access 2000. When you try to open this file from Access 2000 you will be asked to select from two options — “Convert database” and “Open Database.” Choose “Open Database,” which will let you view all objects in the database. It will not let you change the design of the objects. If you select “Convert Database,” then make sure you save this file with a new name, as directed by Access 2000.

Managing Miscellaneous BCMS Vu Functions 4

Downloading BCMS Data 4

BCMS Vu continually monitors real-time measurements for as long as it is connected to the DEFINITY system. However, it downloads administration and descriptive data, such as agent and split/skill names, only during a historical data download.

If you want to download organizational and descriptive data at any other time, do the following:

Chapter 4

Opening the Historical Database in Access 2000 4-29

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Configuring and Managing the BCMS Vu Software

Select Update BCMS Data from the Options menu.

The Download Status indicator in the status bar shows the progress of the download.

The following data, which is internally-measured on the DEFINITY system, is downloaded to BCMS Vu:

●

Split/Skill names, numbers, and acceptable service levels

●

Agent names and numbers

●

BCMS/VuStats logical IDs (if Validate = Y on the DEFINITY system) for nonEAS only

●

Split members for non-EAS only

●

Trunk Group names and numbers

●

VDN names, numbers, and acceptable service levels (if Vectoring = Y on the DEFINITY system).

Managing Miscellaneous BCMS Vu Functions 4-30

Chapter 4

Page 95

Understanding Real-Time Reports 5

Introduction 5

This section of this chapter introduces you to Real-Time Reports and tells you how to decide what type of report fulfills a particular need.

The five types of real-time reports available are

●

Real-Time Graph Reports

●

Real-Time Pie Chart Reports

●

Real-Time Text Reports

●

Wallboard Displays

●

Time Trace Reports.

The remainder of the chapter describes in detail the five types of real-time reports. The sections included in this chapter are

●

Which type of real-time report shall I use?

●

About Real-Time Graph Reports.

●

About Real-Time Pie Chart Reports.

●

About Real-Time Text Reports.

●

About Wallboard Displays.

●

About Time Trace Reports.

Introduction 5-1

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Report Basics

Which Type of Real-Time Report Shall I Use? 5

To get the most value from displaying real-time data, you should consider the following:

●

Real-Time Graphs, Real-Time Pie Charts and Wallboard Displays are not just different ways of displaying the same data. Each has strengths and weaknesses.

●

Real-Time Text reports display the same information that is available on a BCMS SAT screen.

●

You can be notified of thresholds being met on all types of real-time reports except Real-Time Pie Charts.

You use a

●

Real-Time Text report when you want to report on a large number of items

●

Real-Time Graph report, Real-Time Pie Chart report or Wallboard Display to report on a smaller number of items

●

Time Trace report when you want a visual display showing how one item changes over time.

When you decide between a Real-Time Graph, Real-Time Pie Chart or Wallboard Display you should consider the following:

●

Real-Time Graphs are easy to monitor for anomalies and imbalances. For example, you can monitor several splits/skills, agents, or VDNs on one graph.

●

Real-Time Pie Charts indicate the balance for one split/skill, agent, or VDN by showing the relative values of certain items.

●

Wallboard Displays are easy to monitor for actual values and for values that vary widely. For example, you might display “oldest call waiting” values for several splits/skills.

●

You can open several Real-Time Graphs, Real-Time Pie Charts and Wallboard Displays at the same time. This means that you can be very flexible about how data are grouped and displayed.

●

You can send data from any Wallboard Display to several external wallboards so that your agents or others in the call center can see the information.

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Report Basics

About Real-Time Graph Reports 5

BCMS Vu Real-Time Graphs provide periodically updated images of the current status of the call center. The first time you open a BCMS Vu Real-Time Graph report, you use the New Report option in the File menu to create the report. After you have created and saved a Real-Time Graph report, you can access the report using the Open Reports option on the File menu.

You can specify that the bars on a Real-Time Graph Report be either horizontal or vertical. The numeric value of each item will be displayed next to the bar that represents it.

This section includes the following sub-sections:

●

Categories of Real-Time Graph Reports

●

Sample Real-Time Graph Report

●

Things to remember about Real-Time Graph Reports

●

Maximum values and real-time graph scales

●

Real-time Graph Report attributes.

About Real-Time Graph Reports 5-3

Chapter 5

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Report Basics

Categories of Real-Time Graph Reports 5

You can create four categories of Real-Time Graphs. You select the category of Real-Time Graph on the first window of the Graph Properties Wizard. The categories are:

●

Split/Skill Summary — Summary information about one or more splits/skills

●

Split/Skill Details — Detailed information about one split/skill

●

Agent Summary — Data items for all agents logged into a single split/skill.

Note

Real-time agent reports will function only if you select fewer than 100 agents logged into the split/skill for which the report is running.

●

VDN Summary — Details relating to calls processed by VDNs.

Note

The VDN summary is available only if the Vectoring feature is administered on the DEFINITY system.

You select how items are grouped on graphs:

●

By measured entity (split/skill, agent, VDN)

●

By attribute (for example, average speed of answer, answered calls, abandoned calls).

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Report Basics

Sample Real-Time Graph Report 5

The following illustration is an example of how Real-Time Graph Reports appear in BCMS Vu when you choose to group by a measured entity.

The following illustration is an example of how Real-Time Graph reports appear in BCMS Vu when you choose to group by attribute.

About Real-Time Graph Reports 5-5

Chapter 5

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Report Basics

Things to Remember About Real-Time Graph Reports 5

There are several things you need to remember when planning a Real-Time Graph:

●

Items appear on the graph in the order in which you select them.

●

You cannot select some table items in a Real-Time Graph Report because:

— They are not measurements (for example, Agent extension in the

Agent Summary table), or

— BCMS Vu automatically includes them on the graph (for example, the

x-axis labels for Agent Summary are Agent Names).

●

You should consider the probable range of maximum values when you decide which items of a table to show in a Real-Time Graph. If you include items that vary significantly in their ranges of values, items with smaller ranges will appear not to update when they are displayed. For example, assume you want to monitor a group of items, one of which has typical values of about 100 and varies between 50 and 150, and another that has typical values of about five and varies between two and eight. If both of these items are displayed on the same Real-Time Graph, the changes in the smaller item may not be noticeable.

●

Real-Time Graphs update as fast as every ten seconds. Downloading of historical data takes precedence over the updating of real-time data. Therefore, real-time reports will update at a slower rate while historical data are downloading from the DEFINITY system to the historical database.

●

If you display too many items in a graph with vertical bars, their values will not appear above the bars. If the label containing the value of the item is wider than the bar, the value is not shown. This prevents numbers from overlapping numbers above adjacent bars.

●

If there is no data available from the DEFINITY system, zeros appear above the names of the items.

●

You cannot print Real-Time Graph Reports.

5-6 About Real-Time Graph Reports

Avaya BCMS Vu User Guide

Specifications and Main Features

Frequently Asked Questions

User Manual

Preface P

Introduction 0

Audience 0

Contents of This Document 0

Conventions Used in This Document 0

Related Documents 0

Introduction 1

Features of BCMS Vu software

Differences between R1 and R2 1

Differences between R2, Version 1 and R2 Version 21

Differences between R2, Version 2 and R2 Version 31

Operating Environment 1

For a Wallboard PC without Client Software 1

Software Restrictions 1

Administrative Requirements 1

Performance Considerations 1

Help Escalation 1

Software for Maintenance Contracts 1

Introduction 2

Reconnecting BCMS Vu Server to the DEFINITY System

System Menu Box 2

Title Bar 2

Menu Bar 2

File 2

Options 2

View 2

Window 2

Help 2

Too lb ar 2

Status Bar 2

Server Action Area 2

Introduction 3

System Menu Box 3

Title Bar 3

Menu Bar 3

File 3

Edit 3

Options 3

View 3

Window 3

Help 3

Too lb ar 3

displaying the current report at the top left of the BCMS Vu Report Display area

Status Bar 3

Connection Status 3

Server Name 3

Introduction 4

Connecting to the DEFINITY System 4

Downloading Historical Data 4

Registering Wallboards 4

Registering Clients 4

About Shares 4

Activating Alerts 4

Configuring Color Palettes 4

Thresholds and Maximum Values Configuration 4

Thresholds 4

Maximum Values 4

Configuring Thresholds and Maximum Values 4

Setting Thresholds and Maximum Values 4

Downloading historical data

How the DEFINITY System Stores Data 4

Backing up the Historical Database 4

Removing Historical Data from the PC 4

Backing Up Folders and Files 4

Repairing the Database 4

Re-indexing the Database 4

Compacting the Database 4

Managing Memory Allocation 4

Opening the Historical Database in Access 2000

Downloading BCMS Data 4

Understanding Real-Time Reports 5

Introduction 5

Which Type of Real-Time Report Shall I Use? 5

About Real-Time Graph Reports 5

Categories of Real-Time Graph Reports 5

Sample Real-Time Graph Report 5