Avaya BCMS Vu R2 User Guide

BCMS Vu™ Software 0 R2 0

User Guide

585-217-102 Comcode 108226937 Issue 1 June 1998

Notice

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

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for exam-

ple, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration documents provided with this product in or der to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use.

Lucent Technologies Fraud Intervention

If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1-800-643-2353.

Trademarks

BCMS Vu , In t u i t y Message Manager, CentreVu Agent, and CentreVu Supervisor are trademarks of Lucent Technologies. DEFINITY is a registered trademark of Lucent Technologies. IBM is a registered trademark of International Business Machines Corp. INTEL and Pentium are registered trademarks of Intel Corporation. Microsoft, MS, MS-DOS, and Windows are registered trademarks of Microsoft Corp. Sun and Solaris are registered trademarks of Sun Microsystems, Inc. SP ARCs erver is a registered trademark of SPARC International licensed exclusively to Sun Microsystems, Inc. Symantec and pcANYWHERE are trademarks of Symantec Corp. UNIX is a registered trademark of Novell, Inc. in the United States and other countries, licensed exclusively through X/Open Corporation. All other product names mentioned herein are the trademarks of their respective owners.

Ordering Informatio n Call: Lucent Technologies Publications Center

Write: Lucent Technologies Publications Center

Order: Document No. 585-217-102

For additional documents, refer to the section titled “Related Documents” in the Introduction.

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

Lucent Technologies National Customer Care Center

Lucent Technologies provides a telephone number for you to use to report problems or to ask questions about your call center. The support telephone number is 1-800-242-2121. For technical support, customers outside the United States should call their Lucent Technologies Representative or Distributor.

European Unio n Dec laration of Conformity

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

Heritage Statement

Lucent Technologies—formed as a result of AT&T’s planned restructuring—designs, builds, and delivers a wide range of public and private networks, communication systems and software, consumer and business telephone systems, and microelectronics components. The world-renowned Bell Laboratories is the research and development arm for the company.

Comments

To comment on this document, return the “How Are We Doing?” form to: Lucent Technologies Department JXOE11400 1200 West 120th Avenue Westminster, CO 80234-2795.

Acknowledgment

Developed by Lucent Technologies Network Systems Customer Training and Information Products.

Voice 1-800-457-1235 International V oice 317-361-5353 Fax 1-800-457-1764 International Fax 1- 317-361-5355

P.O. Box 4100 Crawfordsville, IN 47933

Issue 1, June 1998

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

Software License Agreement

DEFINITIONS

●

“Lucent” means Lucent Technologies Inc.

●

“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.

●

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

●

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

●

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

●

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

●

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

●

“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. Lucent 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. Lucent 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 Lucent 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. Y ou 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 Lucent. Unless Lucent 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. Lucent 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 Lucent 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. Y ou agree to destroy the original and all copies of t he Software and Documentation, or to return them to Lucent, 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. Lucent 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 Lucent 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 Lucent. In the event of a refund, the Licen se shall terminate.

3. DISCLAIMER OF WARRANTIES. Lucent makes NO WARRANTY, REPRESENTATION OR PROMISE NOT EXPRESSLY SET FORTH IN THIS AGREEMENT. LUCENT DISCLAIMS AND EXCLUDES ANY AND ALL IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. LUCENT 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 SOFTW A RE 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 LUCENT’S

NEGLIGENCE, LUCENT’S ENTIRE LIABILITY ARISING FROM OR RELATING TO THIS AGREEMENT OR THE Software OR DOCUMENTA TION AND YOUR EXCLUSIVE REMEDY IS LIMITED TO DIRECT DAMAGES IN AN AMOUNT NOT TO EXCEED $10,000. LUCENT SHALL NOT IN ANY CASE BE LIABLE FOR ANY SPECIAL INCIDENTAL, CONSEQUENTIAL , INDIRECT OR PUNITIVE DAMAGES EVEN IF LUCENT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. LUCENT 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 P ROGRAM, 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 Y ou and Lucent and may be amended only in a writing or writings signed by You and Lucent. 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.

License Agreement

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 Lucent Technologies Inc., 11900 North Pecos Street, Westminster, Colorado 80234.

5. Assignment. Lucent 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 Lucent shall be released and discharged from all obligations and liabilities under this Agreement.

Table of Contents 0

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

Operating Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6

For the BCMS Vu Server PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-6

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

For a Wallboard PC without Client Software . . . . . . . . . . . . . . . . . . . . .1-8

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

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

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

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

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

Chapter 2

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

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

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

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

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

Using BCMS Vu Server On-Line Help . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18

BCMS Vu

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

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

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

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

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

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

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

Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-15

Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-15

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

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

Server Action Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-17

Server Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

TOC-i

Table of Contents

Chapter 3

BCMS Vu

Client Basics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

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

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 . . . . . . . 4-7

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

Registering Wallboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-11

Registering Clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-13

About Shares. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14

Configuring BCMS Vu from the Client. . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-15

Activating Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-15

Configuring Color Palettes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-15

Thresholds and Maximum Values Configuration. . . . . . . . . . . . . . . . 4-16

Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16

Maximum Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-17

Configuring Thresholds and Maximum Values. . . . . . . . . . . . . . . . . . . 4-18

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

Managing BCMS Vu Historical Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-21

Downloading Historical Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-21

How the DEFINITY System Stores Data . . . . . . . . . . . . . . . . . . . . . . . 4-22

Backing up the Historical Database . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-22

Removing Historical Data from the PC . . . . . . . . . . . . . . . . . . . . . . . . 4-23

Backing Up Folders and Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-24

TOC-ii

Table of Contents

Repairing the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-25

Re-indexing the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-26

Compacting the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-27

Managing Memory Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-27

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

Categori e s of Wallboard Displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-16

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

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

Sample Wallboa rd 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

Ti me 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

Exporting Hist orical Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8

TOC-iii

Table of Contents

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 Histori cal 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 Probl ems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2

Error Log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-25

Connection Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-27

Troubleshooting the Data Module. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-28

Verifying the COM Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-28

Setting Up The COM Port. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-29

Repairing a Corrupted Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-29

Using a Terminal Emulator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-30

Opening HyperTerminal and Setting Options . . . . . . . . . . . . . . . . . . . 10-30

Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-38

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

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IX-1

TOC-iv

Preface P

Introduction 0

Note

Welcome to the BCMS Vu call center monitoring software from Lucent Technologies. 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 softw are — Respond to error messages.

This manual assumes that you are familiar with

●

Your computer

●

Microsoft*Windows* 95 or Windows NT* 4.0 Workstation operating systems

●

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

Microsoft, Windows

P-2 Audience

, and

Windows

NT are registered trademarks of

Microsoft

corp.

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

Installation Guide (585-217-103). The user guide is organized into the following chapters:

Chapter 1 Introduction

Specifies the hardware and softwar e enviro nm ent nee ded to run BCMS Vu software and describes the features and benefits of the software

Preface

Chapter 2

Chapter 3

Chapter 4 Configuring and Managing

Chapter 5 Understanding Real-Time Reports

Chapter 6 Understanding Historical Reports

Chapter 7 Working with Reports

BCMS Vu

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

BCMS Vu

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

Server Basics

Client Basics

BCMS Vu

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

Describes the types of real-time reports available

Describes the types of Historical Reports available

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

Software

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

Terminology

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

BCMS V u 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 System G3V4, R5, or R6.

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

●

Software 1

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 V u software Operating environment Sof tware restrictions Administrative requirements Performance considerations Help escalation Software for maintenance contracts.

BCMS Vu Software 1-1

Introduction

Features of

BCMS Vu

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 realtime 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.

Software 1

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 allo ws “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 Serv er/Client architecture allows more real-time monito rs 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 Lucent Technologies 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 conn ected to a DE FINITY 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. Thus only one physical port is needed for several clients to access data from the same 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.

1-4 Differences between R1 and R2

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

Introduction

Note

The 486 processor is no longer supported.

Chapter 1

Differences between R1 and R2 1-5

Introduction

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 95 (for a Server with one Client attached) or Windows NT 4.0

Server or Workstation (for a Server with more than one Client attached) with Service Pack 3 installed on the PC.

❐ 64 MB of main memory. ❐ Up to 500 MB (512,000 KB) of disk space*. ❐ 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 serial port to connect to the DEFINITY system through a data

module. This serial port must be an external port.

❐ 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.

*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 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

1-6 Operating Environment

day’s

Introduction

❐ 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. ❐ A data module, either an 8400B Plus or 7400B/74 00B Plus that is capable

of accessing the DEFINITY system.

❐ A DEFINITY system telephone number (hunt group extension for

Netcon channel), login name and password for access to BCMS.

❐ A sound card and speakers if you want to use the training CD-ROM. ❐ 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.

For the

❐ A single-processor Pentium ❐ 32 MB of main memory with Windows 95 installed or 64 MB of memory

with 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 or Windows NT 4.0 Workstation or Server with Service Pack

3 installed on the PC

BCMS Vu

Client PC 1

Chapter 1

❐ 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 the training CD-ROM.

Operating Environment 1-7

Introduction

For a Wallboard PC without Client Software 1

❐ A single-processor Pentium ❐ Windows 95 or Windows NT 4.0 installed on the PC ❐ 32 MB of RA M ❐ 10 MB of free disk space ❐ A double-speed CD-ROM drive ❐ An available serial port for each non-daisy-chained wallboard.

Software Restric t ions 1

Note

BCMS Vu software supports Englis h, French, Germa n, Italian, Spanish, Dutch, Portuguese, an d Japanese languages on Windows 95 and Windows NT 4.0 operating systems.

Lucent Technologies certifies tha t BCMS Vu software has been tested and found to run co-resident with Microsoft Office 95 and 97, and Symantec pcANYWHERE. Lucent make s 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 ot h er co-resident 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.

Note

For the PC to be able to access BCMS data on the DEFINITY system, the login must have the following permissions:

Display Admin and Maint Data

Chapter 1

System Measurements

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

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.

Note

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

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 ag ents using an interval of a half-hour requires approximately 400 KB a day. Refer to the formula on page 1-6 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 Lucent Technologies product distributor. In the United States you can also call the Lucent Technologies 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 Lucent Technologies 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. Lucent Technologies recommends that pcANYWHERE software be opened

only when working with Lucent T echnologies 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 yo u take the following

precautions:

●

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

●

Do not start pcANYWHERE software unless you are asked to do so by Lucent Technologies 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

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

BCMS Vu

Server Basics

What Can I Do Using

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.

BCMS Vu

Server? 2

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

BCMS Vu

Server Basics

Starting

The BCMS Vu installation program creates a menu item on your PC’s

Start/Programs menu. Refer to BCMS Vu R2 Software Installation Guide (585- 217-103) for detailed installation instructions.

Note

BCMS Vu

The following procedure presumes that whoever installed BCMS 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 ha ve 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 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.

Server Software 2

Chapter 2

Starting BCMS Vu Server Software 2-3

BCMS Vu

Server Basics

To start 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 Lucent Technologies in the Program menu.

4. Move the cursor over the BCMS V u Server icon in the Lucent Technologies menu and click once.

2-4 Starting BCMS Vu Server Software

If you want to become familiar with BCMS Vu software but

Note

are not connected to or do not want to connect to a DEFINITY system, select the BCMS Vu Server Simulator icon in Start/Programs/Lucent Technologies/. 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 swi tch you

want to monitor and select Connect. The first time you open BCMS Vu Server, accept the default,

“BCMSVuServer” as the Server name.

Starting BCMS Vu Server Software 2-5

BCMS Vu

Server Basics

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....

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

Note

2-6 Starting BCMS Vu Server Software

BCMS Vu

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

Server the First Time 2

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

BCMS Vu

Server Basics

Disconnecting

BCMS Vu

Server from the DEFINITY

System

Caution

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

Reconnecting

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.

BCMS Vu

Server to the DEFINITY

System

If you have disconnected BCMS Vu Server from a DEFINITY system without closing the Server applicatio n, you can reconnect to a DEFINITY system by doing the follow ing:

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

BCMS Vu

Server Basics

Exiting

BCMS Vu

Caution

Server Software 2

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 (Windows NT 4.0) or “Close Program” window (Windows 95).

Chapter 2

2. Select Task Manager (Windows NT 4.0 only)

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

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

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

Exiting BCMS Vu Server Software 2-9

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

Title bar

●

Menu bar

Status ba r 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

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, Lucent Technologies 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

BCMS Vu

Server Basics

Options 2

The Options menu has the following items:

Menu Item Action

Configure

pdate BCMS

U data

Download

istorical Data

You configure your system using comm ands 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 internal ly 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.

2-12 The BCMS Vu Server Main Window

Menu Item Action

BCMS Vu

Server Basics

Stop data download

lete Records You can delete records (database items

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

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 on ly

• 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

The BCMS Vu Server Main Window 2-13

BCMS Vu

Server Basics

Menu Item Action

epair

Database

The database records that have been downloa ded 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.

isconnect Breaks the connection between the Server and the

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

View 2

The View menu has the following items:

Menu Item Action

oolbar Shows or hides the Toolbar

T S

tatus Bar Shows or hides the Status bar

rror log Displays the Error log

System Configuration

2-14 The BCMS Vu Server Main Window

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

BCMS Vu

Server Basics

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 follow ing items:

Menu Item Action

elp topics Displays a list of help topic categories

H About BCMS Vu Shows version, copyright and oth e r

information about the BCMS Vu software

Chapter 2

Toolbar 2

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

Icon Name Command

Download Historical

The BCMS Vu Server Main Window 2-15

Data Terminate

Download

Downloads latest historical data

Terminates historical data download that is in progress

BCMS Vu

Server Basics

Icon Name Command

Delete

Deletes old records from the database

Records

Repair Database

Performs maintenance on the historical database

Connect Establishes a connection to a switch

Disconnect Breaks the connection to a switch

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 , a nd 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.

2-16 The BCMS Vu Server Main Window

BCMS Vu

Server Basics

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.

Chapter 2

The BCMS Vu Server Main Window 2-17

BCMS Vu

Server Basics

Using

BCMS Vu

You can get on-line help for the follo wing:

●

Toolbar buttons an d m e nu 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 windo w.

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

Server On-Line Help 2

2-18 Using BCMS Vu Server On-Line Help

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

BCMS Vu

Client Basics

What Can I Do Using

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 mim ic 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 realtime 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 fa llen 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

BCMS Vu

Client? 3

Excel

is a registered trademark of

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

Microsoft

Corp.

BCMS Vu

Client Basics

Starting

The BCMS Vu installation program creates a menu item on your PC’s “Programs” menu. Refer to BCMS Vu R2 Software Installation Guide (585-217-

103) for detailed installation instructions.

Note

BCMS Vu

The following procedure presumes that whoever installed the 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 registered with the Server. See “Registering Clients” on page 4-13.

Client Software 3

Chapter 3

Starting BCMS Vu Client Software 3-3

BCMS Vu

Client Basics

To start BCMS Vu Client softw are, do the following. R e fer 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 Lucent Technologies in the Program menu.

4. Move the cursor over the BCMS V u Client icon in the Lucent Technologies menu and click once.

The Lucen t Techno lo gie s spla sh wi ndo w ap pea rs fo r a f ew s ec ond s. You may clear it quickly by clicking on it.

The “Server Connection” window appears.

3-4 Starting BCMS Vu Client Software

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 name s, 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

BCMS Vu

Client Basics

Disconnecting

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

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.

BCMS Vu

Client from a Server 3

Client to a Server 3

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

BCMS Vu

Client Basics

Exiting

BCMS Vu

Caution

If BCMS Vu Client is generating reports, do not close the

Client Software 3

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 softwa re usi ng any of t he standa rd 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 BCM S 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 NT 4.0) or “Close Program” window (Windows 95).

Chapter 3

2. Select Task Manager (Windows NT 4.0 only).

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 NT 4.0) or End Task (Windows 95).

Exiting BCMS Vu Client Software 3-7

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 ba r 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

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, Lucent Technologies 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

N Open Reports Opens an existing report C

lose Report Closes an open report

ave Report Saves an open report with the same file name Save Report A Print 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

BCMS Vu

Client Basics

Menu Item Action

inter Setup Displays a standard Windows printer setup

window. The BCMS Vu software supports parallel or network-connected 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

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

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

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

S Historical

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

Reports

Chapter 3

The BCMS Vu Client Main Window 3-11

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

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

Window 3

The Window menu has the following items:

Menu Item Action

ile Arranges windows in non-overlapping tiles

T Cascade 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 follow ing items:

Menu Item Action

elp topics Displays a list of help topic categories

H About BCMS Vu Displays version and co pyright information

about BCMS Vu

3-12 The BCMS Vu Client Main Window

BCMS Vu

Client Basics

Toolbar 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 Histo r ical

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-connected printers.

Report Properties

Schedule Historical Reports

Wallboard

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

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

Chapter 3

BCMS Vu

Client Basics

Icon Name Command

Server Disconnect

Cascade Windows

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

Tile Windows Displays the open reports in non-overlapping

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

Help Opens the Help Topics window

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

BCMS Vu

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.

Client Basics

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

BCMS Vu

Client Basics

BCMS Vu

Client On-Line Help 3

You can get on-line help for the follo wing:

●

Toolbar buttons an d m e nu 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 Topics from the Help menu.

3-16 BCMS Vu Client On-Line Help

Configuring and Managing BCMS Vu

Softwar e

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 retr ieve real-time data

●

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

●

Introduction 4-1

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 realtime 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

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 Wallboards 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 wiza rd by selecting First Ti me 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.

If the BCMS V u Server is operating with Windows NT 4.0, the

Note

user who runs the BCMS Vu Server must be a “Power User.”

Configuring BCMS Vu from the Server 4- 3

Chapter 4

Configuring and Managing the

BCMS Vu

Software

Connecting to the DEFINITY System 4

The Switch Connection Configurat ion Wizard is pages 1-3 of the larger wizard you are presen ted 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 Conf iguration 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.

Note

The Server can be physically connected to more than one DEFINITY system through separate serial ports on the PC, but you can access data from only one DEFINITY system at a time.

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 sy stem,

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.

2. In the “Login Name:” box, type the login that will be automatically supplied to the DEFINITY system when you connect to the D EFINITY

4-4 Configuring BCMS Vu from the Server

Configuring and Managing the

BCMS Vu

Software

system. The login must match the BCMS V u 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 (5850-217-103).

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 chang e the

Note

password on 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 (5850-217-103).

Chapter 4

4. Select Next.

The “Specify the serial port and telephone number for BCMS Vu to use to access the switch” window appears.

5. 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.

Configuring BCMS Vu from the Server 4- 5

Configuring and Managing the

BCMS Vu

Software

6. 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. 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.

7. 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.

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

If the connection is not successful, BCMS Vu attempts to connect un til 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 10-28.

8. 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.

4-6 Configuring BCMS Vu from the Server

Note

Configuring and Managing the

BCMS Vu

If the connection to the DEFINITY system is dropped, for 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.

Software

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, yo u 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.

Chapter 4

Configuring BCMS Vu from the Server 4- 7

Configuring and Managing the

BCMS Vu

Software

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.

Note

Downloading historical data regularly and correctly is absolutely 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 4-21 and “How the DEFINITY System Stores Data” on page 4-22.

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 Da ta” 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.

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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.

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 ins tallati on

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\Lucent\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 fir st t ime you hav e go ne through the wizard, and you want to continue to the Client Configuration Wizard, select Next.

BCMS Vu software is Year 2000-compliant. You should have

Note

no problems with historical data when the year 2000 begins.

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Note

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 auto matically.

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 r egister 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

Note

wizard that appears the first time you run BCM S 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” win d ow 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 wall board 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.

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

Start/Settings/Control 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.

Note

Y ou address Lucent wallboards using the remote control unit that comes with the wallboard. Refer to the user’s guide that comes with the wallboard.

Y ou address a Lucent 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 (585- 217-103).

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.

Note

Only COM Port numbers from 1 through 8 are allowed.

10. Select Next.

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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.

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 successf ul, 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 th e 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.

Software

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.

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The “Registered Clients” window reappears.

4. To exit the wizard, select Save.

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 f olders.

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 anoth er PC on the network, the shar ed 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\Lucent\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 conc ept 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.

Note

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

Note

items. For 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, pie-chart, 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.

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To configure a color palette,

1. In the Options menu, select Configure.

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 V alues 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.

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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.

●

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

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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 Warnin g 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 thr eshold, a

caution alert occurs.

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

caution alert occurs.

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

warning alert occurs.

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

Maximum Va lues 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 appr oa ches but seldom exceeds. For example, if the value of Number of ACD Calls, is often

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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 repr esent 100 . For a va lue above 1 00, 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 chan ge ea ch of these default values through the Options|Configure|Thresholds and Maximum Values menu command.

If multiple splits/skills or types of data items are

Note

represented on the 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|Conf igure| Thresholds and Maximum Values.

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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.”

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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.

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 A ver age 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/Sk ill, 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.

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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.

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.

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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

Note

activating 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 m an agement 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.

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 an d 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 ins tallati on

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\Lucent\BCMS Vu\Server\. You can decide to store the data in another location.

Managing BCMS Vu Historical Data 4-21

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How the DEFINITY System Stores Data 4

The DEFINITY system stores interval data for only 24 intervals (12 hours of half-hour 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.

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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 a n 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.

Chapter 4

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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Configuring and Managing the

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 h istorical 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.

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You can use a backup utility o n yo ur 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 Wallboa rd Displa ys

●

Your BCMS Vu configurat io n op t i ons

●

The historical database.

Note

If you want to perform periodic archives of the historical database so that it is not so large, refer to “Backing up the Historical Database” on page 4-22.

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

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size of the historical database that you are using on a daily basis relatively small.

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 fr om 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\Lucent\

BCMS Vu\Server\Server Name

Historical Reports and Real-Time Graph Reports

BCMS configuration downloaded from the DEFINITY system

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

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

Name

Thresholds and alerts configuration settings

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

The actual locations of the files depend on the paths you

Note

specified in the 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.

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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.

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

Note

when you 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.

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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.

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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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For Windows 95:

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

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

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

4. Select OK.

5. Exit Control Panel.

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Managing Miscellaneous

BCMS Vu

Functions 4

Downloading BCMS Data 4

BCMS Vu continua lly 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:

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-m easured 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 non-EAS only

●

Split members for non-EAS only

●

Trunk Group names and numbers

●

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

Chapter 4

Managing Miscellaneous BCMS Vu Functions 4-29

Configuring and Managing the

BCMS Vu

Software

4-30 Managing Miscellaneous BCMS Vu Functions

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 Displa ys

●

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 Display s.

●

About Time Trace Reports.

Introduction 5-1

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-T ime Text report when you want to r eport on a lar ge number o f 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.

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

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 t he 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

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 Summa ry — Summary information about one or more splits/skills

●

Split/Skill Detai ls — Detailed information about one split/sk ill

●

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 V ectoring 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).

5-4 About Real-Time Graph Reports

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

Report Basics

Things to Remember About Real-Time Graph Reports

There are several things you need to remember when planning a RealTime 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

Report Basics

Maximum Values and Real-Time Graph Scales 5

To determine the scale of a Real-Time Graph, BCMS Vu uses the highest specified maximum value of the items that the graph contains.

To obtain the best results from a Real-Time Graph, you should do the following:

●

Specify maximum values that are reasonably close to actual values.

See “Thresholds and Maximum Values Configuration” on page 4-16.

●

Select items whose maximum values are similar.

At installa ti on, BCMS Vu specifies the default maximum values for all measurement items. To change the specified maximum value for any item, select Thresholds and Alerts in the Options|Configure menu. See “Thresholds and Maximum Values Configuration” on page 4-16.

About Real-Time Graph Reports 5-7

Chapter 5

Report Basics

Real-Time Graph Report Attributes 5

The following table lists the available catego ries of Real-Time Graph Reports and the data items that you can choose to measure in each. Data items are defined in Chapter 9, “BCMS Vu Real-Time and Historical Report

Data Items.” Split/Skill Summary Graph Report

Abandoned Calls Calls Waiting ACD Calls Oldest Call Available Agents Total ACD Average Abandoned Time Total ACW Average After Call Total AUX Average Speed of Answer Total Available Average Talk Time Total Extn Calls Waiting Total Other Oldest Call Total Staffed % Within Service Level % Within Service Level

Agent Summary Graph Report

ACD Calls Ab andoned Calls EXT In Calls ACD Calls EXT Out Calls Average Abandoned Time

Split/Skill Details Graph Report

VDN Summary Graph Report

Average Speed of Answer Average Talk/Hold Time Calls Busy/Disc Calls Waiting Connected Calls Flow Out Oldest Call % Within Service Level

Creating a Real-Time Graph Report 5

To create a Real-Time Graph Report, refer to “Creating a Real-Time Graph Report” on page 7-2.

5-8 About Real-Time Graph Reports

Report Basics

About Real-Time Pie Chart Reports 5

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

Real-Time Pie Chart reports give a quick idea of the relative values of different BCMS items, in a pie chart format. Each segment represents the value of a different data item and is presented in a different color or pattern. The value of the data item is displayed next to the pie se gment, and a legend identifies the data item represented by each segment and show s the value of each segment as a numerical value.

If no data is available, a window similar to the following illus tration appears.

Pie charts do not give visual or audible indication of alerts when thresholds are reached.

Y ou cannot select which data items will be displayed in a pie chart (unlike in a bar graph report). Only those attributes that add up to a whole domain are

About Real-Time Pie Chart Reports 5-9

Chapter 5

Avaya BCMS Vu R2 User Guide

Specifications and Main Features

Frequently Asked Questions

User Manual

Software License Agreement

Table of Contents 0

Preface P

Introduction 0

Audience 0

Contents of This Document 0

Conventions Used in This Document 0

Related Documents 0

Introduction 1

Differences between R1 and R2 1

Operating Environment 1

For a Wallboard PC without Client Software 1

Software Restric t ions 1

Administrative Requirements 1

Performance Considerations 1

Help Escalation 1

Software for Maintenance Contracts 1

Introduction 2

System Menu Box 2

Title Bar 2

Menu Bar 2

File 2

Options 2

View 2

Window 2

Help 2

Toolbar 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

Toolbar 3

tiles, 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 V alues Configuration 4

Thresholds 4

Maximum Va lues 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

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

Things to Remember About Real-Time Graph Reports

Maximum Values and Real-Time Graph Scales 5

Real-Time Graph Report Attributes 5