Avaya BCMS Vu R2 V2 User Guide

BCMS VU™ SOFTWARE

R2 V2

User Guide

585-217-102

Issue 2

June 2000

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, Int u i ty Message Manager, CentreV u A ge nt , a n d CentreVu Supervisor are trademarks of Lucent Technologies. DEFINITY is a registered trademark of Lucent Technologies. DEFINITY ONE is a 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. SPARCserver 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.

Obtaining Products

To learn more about Lucent Technologies products and to order products, contact Lucent Direct, the direct-market organization of Lucent Technologies Business Communications Systems. Access their web site at www.lucentdirect.com, or call 1 800 451-2100. The International fax number is 1 317 322-6699.

Comments

To comment on this document, return the comment card at the end of the document.

Acknowledgment

This document was prepared by Global Learning Solutions, Call Center Segment, Lucent Technologies, Holmdel, NJ 07733-3030

Lucent Technologies National Customer Care Center

Lucent T echnologies 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 Union Declaration 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 101 Crawfords Corner Rd. Holmdel, NJ 07733-3030 2G-528a.

Acknowledgment

Developed by Lucent Tech nolog i es Global Learning Solutions.

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

How Are We Doing?

Document Title: Lucent Technologies

Issue 2 Date: June 2000

Lucent Technologies welcomes your feedback on this document. Your comments can be of great value in helping us to improve our documentation.

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2. Please check the ways you feel we could improve this document:

BCMS Vu

Software R2 V2 User Guide

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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.

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“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 the Software and Documentation, or to return them to Lucent, upon Term ination 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 t he Software or offer to refund the License Fee to You upon return of all copies of the Soft ware and Documentation t o Lucent. In the event of a refund, the License 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 SOFTWARE WILL BE UNINTERRUPTED. Some states or countries do not allow the exclusion of implied warranties or limitations on how long an implied warranty lasts, so the above limitation may not apply to You. This warranty gives You specific legal rights which vary from state to state.

4. EXCLUSIVE REMEDY. EXCEPT FOR BODILY INJURY CAUSED BY 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 PROGRAM, OR CLAIMS BY ANY PARTY OTHER THAN YOU. Some states or countries do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to You.

GENERAL CONDITIONS

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

2. Entire Agreement. This Agreement sets forth the entire understanding and agreement between 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.

License 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

Benefits of BCMS Vu Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Differences between R1 and R2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5

Differences between R2, Version 1 and R2 Version 2. . . . . . . . . . . . . . . . . 1-7

Operating Environment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

For the BCMS Vu Server PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-8

For the BCMS Vu Client PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-9

For a Wallboard PC without Client Software . . . . . . . . . . . . . . . . . . . .1-10

Software Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-10

Administrative Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11

Performance Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-12

Help Escalation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-12

Software for Maintenance Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-13

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

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

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

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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14

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

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

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

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

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

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

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

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

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

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

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

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

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

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

TOC-ii

Table of Contents

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

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

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

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

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

Opening the Historical Database

in Access 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-30

Managing Miscella neous BCMS Vu Functions . . . . . . . . . . . . . . . . . . . . 4-31

Downloading BCMS Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-31

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Data on th e DEFINITY system. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2

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

Creating Histori cal Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

TOC-iii

Table of Contents

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Scheduling the Printing of a Historica l Report. . . . . . . . . . . . . . . . . . . . . 7-39

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Error Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-37

Connection Log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-39

Troubleshooting the Data Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-40

Verifying the COM Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-40

Setting Up The COM Port. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-41

Repairing a Corrupted Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-41

Using a Terminal Emulator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-42

Opening HyperTerminal and Setting Options . . . . . . . . . . . . . . . . . . . 10-42

Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-49

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . gl-1

TOC-iv

Table of Contents

Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix-1

TOC-v

Table of Contents

TOC-vi

Preface P

Introduction 0

Note

Welcome to the BCMS Vu call center monitoring software from Lucent Technologies. This do cument explains how to use BCMS Vu software.

This section includes the following topics:

●

Audience

●

Contents of this document

●

Conventions used in this document

●

Audience 0

You will find this user guide helpful if you are

●

A call center manager/server administrator who needs to store and display data from a DEFINITY system.

This guide tells you how to

— Configure BCMS Vu software — Manage the software — Download historical data from the DEFINITY system — Register clients so they can access the server — Register wallboards — Manage data — Inspect the error log.

●

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

This guide tells you how to

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

reports, time traces, wallboard displays and Historical Reports — Open previously saved reports — Print text and Historical Reports — Schedule printing of Historical Reports — Set thresholds and alerts — Resolve problems with operation of the software — Respond to error messages.

This manual assumes that you are familiar with

●

Your computer

●

Microsoft*Windows* 95, Windows 98, and Windows NT* 4.0 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 V2

Installation Guide. The user guide is organized into the following chapters:

Chapter 1 Introduction

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

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 a nd 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 word ing 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 later, or a DEFINITY ONE System.

This chapter describes the benefits and features of the BCMS Vu softwa re. 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 Vu software Differences between Release 2, Version 1 and Release 2, Version 2 of

BCMS Vu software Operating environment Software restrictions Administrative requirements Performance considerations

BCMS Vu Software 1-1

Introduction

●

Help escalation Software for maintenance contracts.

1-2 BCM S Vu Software

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 moni tor

●

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

Chapter 1

Features of BCMS Vu Software 1-3

Introduction

Benefits of

BCMS Vu

Software 1

BCMS Vu software provides the following benefits:

●

Real-time data can be displayed graphically.

●

Wallboard displays provide easy monitoring of call center activity.

●

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

●

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

●

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

●

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

●

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

●

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

●

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

●

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

●

BCMS Vu R2 is Year 2000-compliant.

1-4 Benefits of BCMS Vu Software

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 connected to a DEFINITY system. The Server receives data from the DEFINITY system. Client applications are installed on the same PC as the Server or on other PCs, which connect to the Server over a LAN, instead of connecting directly to the DEFINITY system.

With Release 2, users can now

●

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

●

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

●

Print real-time text reports.

●

Schedule printing of Historical Reports.

●

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

●

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

●

Alternate reports and a broadcast message to the same wallboar d 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.

Chapter 1

Differences between R1 and R2 1-5

Introduction

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

Note

The 486 processor is no longer supported.

1-6 Differences between R1 and R2

Introduction

Differences between R2, Version 1 and R2 Version 2

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

Chapter 1

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

Introduction

Operating Environment 1

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

For the

BCMS Vu

Server PC 1

❐ A single-processor Pentium. ❐ Windows NT 4.0 Server or Workstation with up to Service Pack 5

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 external serial port if a data module is used to connect to a

DEFINITY system or a Network Interface Card (NIC) to connect to a DEFINITY ONE system via TCP/IP.

❐ You may need other unused serial ports:

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

port.

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

*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 i nterval is a half-hour, use 185 instead of 370 in the formula.)

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

(370) * BCMS interval in hours

1-8 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/ 7400B Plus that is capabl e

of accessing the DEFINITY system. The data module does not appl y to DEFINITY ONE systems.

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

— For DEFINITY systems other than DEFINITY ONE, a DEF INITY

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

— For DEFINITY ONE systems, a DEFINITY ONE hostname/IP

address is required to connect via the LAN.

❐ 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.

Chapter 1

❐ 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 or Windows 98 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, Windows 98, or Windows NT 4.0 Workstation or Server with

up to Service Pack 5 installed on the PC

BCMS Vu

Client PC 1

Operating Environment 1-9

Introduction

❐ 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.

For a Wallboard PC without Client Software 1

❐ A single-processor Pentium ❐ Windows 95, Windows 98, or Windows NT 4.0 installed on the PC ❐ 32 MB of RAM ❐ 10 MB of free disk space ❐ A double-speed CD-ROM drive ❐ An available serial port for each non-daisy-chained wallboard.

Software Restrictions 1

Note

1-10 Operating Environ ment

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

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

Those who attempt to run BCMS Vu softwa re with any other co-resident application do so at their own risk.

Introduction

Administrative Requirements 1

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

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

Note

system, the login must have the following permissions:

Display Admin and Maint Data System Measurements

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

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

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

Chapter 1

For non-EAS installations: If the System Parameters Customer

Note

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 proper l y.

Administrative Requirements 1-11

+ 249 hidden pages

Avaya BCMS Vu R2 V2 User Guide

Preface P

Introduction 0

Audience 0

Contents of This Document 0

Conventions Used in This Document 0

Related Documents 0

Introduction 1

Features of BCMS Vu software Benefits of BCMS Vu software When to use BCMS Vu software Differences between Release 2 and Release 1 of BCMS Vu software Differences between Release 2, Version 1 and Release 2, Version 2 of

Differences between R1 and R2 1

Differences between R2, Version 1 and R2 Version 2

Operating Environment 1

For a Wallboard PC without Client Software 1

Software Restrictions 1

Administrative Requirements 1