Avaya BCMS Vu User Guide

BCMS Vu™ Software R2 V3 0

User Guide

585-217-102 Issue 3 July 2001

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

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

Software License Agreement

DEFINITIONS

●

“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.

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.

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.

License Agreement

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

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

TOC-x

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

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

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

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

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

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

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

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

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

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.

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

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

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

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

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

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

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

Introduction

1-12 Software for Maintenance Contracts

+ 238 hidden pages

Avaya BCMS Vu User Guide

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