AVAYA Call Management System 14 Administration Manual

Avaya Call Management System

Release 14 Administration

07-601585

July 2007

Notice

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

Documentation disclaimer

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

Link disclaimer

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

Warr ant y

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

http://www.avaya.com/support

License

USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LI CE N SE TE RMS AVAI LAB LE ON THE AVAYA W EB SIT E

http://support.avaya.com/LicenseInfo/

YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.

Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User.

License type(s) Designated System(s) License (DS). End User may install and use each

copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose.

Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server.

Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law.

Third-party components

Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site:

http://support.avaya.com/ThirdPartyLicense/

("GENERAL LICENSE TERMS"). IF

Preventing toll fraud

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

Avaya fraud intervention

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

http://www.avaya.com/support

Trademarks

Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions.

MultiVantage is a trademark of Avaya Inc. All other trademarks are the property of their respective owners.

Downloading documents

For the most current versions of documentation, see the Avaya Support Web site:

http://www.avaya.com/support

Avaya support

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

http://www.avaya.com/support

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Intended users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Conventions and terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Change description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Administration documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Software documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Hardware documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Call Center documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Avaya CMS upgrade documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Base load upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Platform upgrades and data migration . . . . . . . . . . . . . . . . . . . . . . . 25

Avaya Call Management System Upgrade Express (CUE) . . . . . . . . . . . . 25

Documentation Web sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

What is Avaya CMS? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

How Avaya CMS stores ACD data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

How Avaya CMS logically stores ACD data . . . . . . . . . . . . . . . . . . . . . . 28

Real-time databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Historical databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Data summarizing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

CMS data storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

How Avaya CMS physically stores ACD data . . . . . . . . . . . . . . . . . . . . . 31

Dbspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Chunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

ACD Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

How Avaya CMS tracks ACD data . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

How CMS tracks a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Events that start or stop data collection . . . . . . . . . . . . . . . . . . . . . . 34

Chapter 2: Configuring Avaya CMS Supervisor . . . . . . . . . . . . . . . . . . . . . . . . 37

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Administration July 2007 3

Contents

Scripting tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Report Colors tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Creating a new report color scheme . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Threshold Colors tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Creating a new threshold color scheme . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Name Format tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Defining entity formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Chapter 3: Using the Dictionary to name contact center entities . . . . . . . . . . . . . . 49

About the Dictionary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Dictionary rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Searching the Dictionary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Listing all ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Viewing the contents of an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . 56

ACDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Adding an ACD name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Modifying an ACD name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Deleting an ACD Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Agent groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Adding an agent group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Listing agents in an agent group . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Copying an existing agent group to a new name . . . . . . . . . . . . . . . . . . . 66

Adding agents to an existing agent group . . . . . . . . . . . . . . . . . . . . . . . 67

Deleting agents in an existing agent group . . . . . . . . . . . . . . . . . . . . . . 69

Deleting an agent group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Agent string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Changing agent string value descriptions . . . . . . . . . . . . . . . . . . . . . . . 72

Agent string value field descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . 74

Announcement names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Adding an announcement name . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

4 Administration July 2007

Contents

Viewing an announcement name . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Listing all announcement names for an ACD . . . . . . . . . . . . . . . . . . . . . 79

Modifying an announcement name. . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Deleting an announcement name. . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

AUX reason code names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Adding an AUX reason code name . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Viewing an AUX reason code name . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Listing all AUX reason code names . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Modifying an AUX reason code name . . . . . . . . . . . . . . . . . . . . . . . . . 87

Deleting an AUX reason code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Viewing a calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Listing all calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Adding a calculation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Modifying a custom calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Deleting a custom calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Adding a name to a call work code . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Viewing a call work code name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Listing all call work code names . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Modifying a call work code name. . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Deleting a call work code name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Constants. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Adding a constant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Viewing a constant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Listing all constants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Modifying a constant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Deleting a constant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Custom database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Adding a custom database item . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Viewing a custom database item . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Administration July 2007

Contents

Listing all custom database items . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Modifying a custom database item . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Deleting a custom database item . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Generic string values synonyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Viewing generic string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Modifying generic string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Location IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Adding a location ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Viewing a location ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Listing all location IDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Modifying a location ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Deleting a Location ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Adding a name to a login ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Viewing a login ID name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Listing all login ID names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Modifying a login ID name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Deleting a login ID name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Logout reason code names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Adding a logout reason code name . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Viewing a logout reason code name . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Listing all logout reason code names . . . . . . . . . . . . . . . . . . . . . . . . . 132

Modifying a logout reason code name . . . . . . . . . . . . . . . . . . . . . . . . . 134

Deleting a logout reason code name . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Split/skill string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Viewing split/skill string values. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Modifying split/skill string values . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Split/skill string value field descriptions . . . . . . . . . . . . . . . . . . . . . . . . 140

Split/Skill names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Adding a split/skill name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

6 Administration July 2007

Contents

Viewing a split/skill name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Listing all the split/skill names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Modifying a split/skill name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Deleting a split/skill name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Standard database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Viewing a standard database item . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Viewing all standard database items alphabetically . . . . . . . . . . . . . . . . . 150

Trunk group names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Adding a trunk group name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Viewing a trunk group name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Listing all trunk group names. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Modifying a trunk group name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Deleting a trunk group name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Trunk string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Viewing and modifying trunk string values . . . . . . . . . . . . . . . . . . . . . . 158

Trunk string values field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . 159

VDN names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Adding a VDN name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Viewing a VDN name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Listing all VDN names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Modifying a VDN name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Deleting a VDN name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Vector names. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Adding a vector name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Viewing a vector name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Listing all vector names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Modifying a vector name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Deleting a vector name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Dictionary reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Printing Dictionary reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Running an agent group members report . . . . . . . . . . . . . . . . . . . . . . . 176

Administration July 2007

Contents

Chapter 4: Using reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Interfaces for reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Types of reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

What reports summarize . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Choosing a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Generating a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Printing a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Printing a Historical report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Changing the print setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Restarting a report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Chapter 5: Scripting CMS operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Tasks scripts can automate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Interactive and automatic scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Creating scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Accessing scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Accessing the script options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Creating an interactive report script . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Creating an automatic report script . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Creating a script to export report data . . . . . . . . . . . . . . . . . . . . . . . . . 193

Creating a script to export report data as HTML . . . . . . . . . . . . . . . . . . . 194

Scripting other Supervisor operations . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Actions not associated with reports . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Scripting an input window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Scripting an action. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Organizing scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Error and warning messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Chapter 6: Administering contact center agents . . . . . . . . . . . . . . . . . . . . . . . 201

Starting or stopping an agent trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Viewing current agent trace states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Listing agents traced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Changing agent skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208

Changing skills for multiple agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Changing extension split assignments . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Moving extensions between splits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

8 Administration July 2007

Contents

Running a split members report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

Chapter 7: Administering the contact center configuration . . . . . . . . . . . . . . . . . 227

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228

ACD Group capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

ACD Groups feature interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Adding an ACD Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Listing all ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231

Adding an ACD to an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Viewing the contents of an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . 234

Deleting an ACD from an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . 236

Modifying an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

Deleting an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240

Call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

Adding call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

Viewing call work codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

Listing all call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

Deleting call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

VDN skill preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Changing VDN skill preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Viewing VDN skill preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249

Listing all VDN skill preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Split/skill call profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Adding split/skill call profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Viewing an existing split/skill call profile . . . . . . . . . . . . . . . . . . . . . . . 255

Modifying a split/skill call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256

Deleting a split/skill call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258

Trunk group assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260

Viewing all trunk group assignments . . . . . . . . . . . . . . . . . . . . . . . . . 260

Administration July 2007

Contents

Viewing a single trunk group assignment . . . . . . . . . . . . . . . . . . . . . . . 262

Viewing a trunk group assignment by VDN or split . . . . . . . . . . . . . . . . . . 263

Trunk group members report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265

Running a trunk group members report . . . . . . . . . . . . . . . . . . . . . . . . 265

VDN-to-vector assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267

Viewing all VDN-to-vector assignments . . . . . . . . . . . . . . . . . . . . . . . . 267

Listing VDNs associated with a vector . . . . . . . . . . . . . . . . . . . . . . . . . 268

Modifying VDN-to-vector assignments. . . . . . . . . . . . . . . . . . . . . . . . . 269

VDN call profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272

Adding a VDN call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272

Viewing an existing VDN call profile . . . . . . . . . . . . . . . . . . . . . . . . . . 274

Modifying a VDN call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275

Deleting a VDN call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277

Vector configuration report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279

Running vector configuration reports . . . . . . . . . . . . . . . . . . . . . . . . . 279

Chapter 8: Administering exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283

About exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284

Types of Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284

Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285

Exception capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287

Exception notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288

Changing exception notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288

Agent exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290

Adding agent exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290

Modifying agent exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292

Deleting agent exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294

Agent exception definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297

10 Administration July 2007

Contents

Agent exceptions report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299

Split/skill exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Adding split/skill exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Modifying split/skill exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306

Deleting split/skill exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308

Split/skill exception definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

Split/skill exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311

Trunk group exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315

Adding trunk group exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315

Modifying trunk group exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

Deleting trunk group exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319

Trunk group exception definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . 321

Trunk group exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322

VDN exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326

Adding VDN exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326

Modifying VDN exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328

Deleting VDN exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330

VDN exception definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332

VDN exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333

Vector exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337

Adding vector exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337

Modifying vector exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339

Deleting vector exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341

Vector exception definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342

Vector exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343

Data collection exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346

Running a data collection exceptions report . . . . . . . . . . . . . . . . . . . . . 347

Malicious call trace report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349

Running a malicious call trace report . . . . . . . . . . . . . . . . . . . . . . . . . 349

Real-time exceptions log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351

Administration July 2007

Contents

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352

Running the real-time exceptions log . . . . . . . . . . . . . . . . . . . . . . . . . 352

Chapter 9: Administering user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 355

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355

Example of user permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356

User data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356

Adding a CMS user . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357

Viewing CMS users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360

Modifying CMS users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362

Deleting CMS users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364

ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368

Adding ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368

Viewing ACD access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369

Listing all ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371

Modifying ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372

Deleting ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374

Feature access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376

Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377

Viewing Feature Access user permissions . . . . . . . . . . . . . . . . . . . . . . 378

Listing all Feature Access user permissions . . . . . . . . . . . . . . . . . . . . . 379

Modifying Feature Access user permissions . . . . . . . . . . . . . . . . . . . . . 381

Main Menu Addition Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382

Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383

Viewing Main Menu Addition Access. . . . . . . . . . . . . . . . . . . . . . . . . . 383

Listing all Main Menu Addition Access . . . . . . . . . . . . . . . . . . . . . . . . 385

Assigning or modifying Main Menu Addition Access . . . . . . . . . . . . . . . . . 386

Split/Skill access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389

Adding split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 389

Viewing split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 391

Listing all split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . 393

Modifying split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . 394

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Deleting split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 396

Trunk group access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 399

Adding trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . . . 399

Viewing trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . . 401

Listing all trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . 403

Modifying trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . 404

Deleting trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . . 406

Vector access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409

Adding vector user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409

Viewing vector user permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 411

Listing all vector user permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . 413

Modifying vector user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 414

Deleting vector user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . 416

VDN access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419

Adding VDN user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419

Viewing VDN user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421

Listing all VDN user permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 423

Modifying VDN user permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 424

Deleting VDN user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426

Chapter 10: Configuring CMS system settings . . . . . . . . . . . . . . . . . . . . . . . . 429

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429

CMS state. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430

Changing the CMS state. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431

Changing the master ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432

Data collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434

Changing the data collection state . . . . . . . . . . . . . . . . . . . . . . . . . . . 434

Data Storage Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437

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Viewing Data Storage Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437

Modifying Data Storage Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . 439

Data summarizing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 445

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 445

Archiving data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446

External Application Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448

Enabling or disabling the External Application Status feature . . . . . . . . . . . . 448

Viewing the states of external applications . . . . . . . . . . . . . . . . . . . . . . 450

Starting or stopping external applications. . . . . . . . . . . . . . . . . . . . . . . 451

Free Space Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 452

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454

Viewing Free Space Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454

Viewing Free Space Allocation contents. . . . . . . . . . . . . . . . . . . . . . . . 456

Modifying Free Space Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 458

Verifying chunk allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459

Migrating CMS data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460

Migrating R3 data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461

Pseudo-ACDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466

Creating a pseudo-ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466

Viewing pseudo-ACDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467

Deleting a pseudo-ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 468

Loading pseudo-ACD data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470

Storage intervals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473

Viewing storage interval settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . 473

Changing the intrahour interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . 474

Changing switch time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 476

Modifying data summarizing settings . . . . . . . . . . . . . . . . . . . . . . . . . 479

Switch setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482

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Viewing switch setup data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483

Listing all switch setup data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484

Chapter 11: Maintaining CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487

ACD status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488

Viewing ACD status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 489

Listing ACD status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492

Description of the ACD Status window - with EAS . . . . . . . . . . . . . . . . . . 493

Description of the ACD Status window - without EAS . . . . . . . . . . . . . . . . 494

Requesting ACD translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495

Archiving status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496

Viewing the archiving status of a single ACD . . . . . . . . . . . . . . . . . . . . . 496

Viewing the archiving status of all ACDs . . . . . . . . . . . . . . . . . . . . . . . 498

Description of the Archiving Status - List All window . . . . . . . . . . . . . . . . 499

Backup/restore devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501

Viewing a backup/restore device . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501

Listing all backup/restore devices . . . . . . . . . . . . . . . . . . . . . . . . . . . 503

Adding a backup/restore device . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504

Modifying a backup/restore device . . . . . . . . . . . . . . . . . . . . . . . . . . . 506

Deleting a backup/restore device. . . . . . . . . . . . . . . . . . . . . . . . . . . . 507

Data Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508

CMSADM backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509

Maintenance backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509

Tape drives and cartridges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 510

Things to consider when backing up or restoring data . . . . . . . . . . . . . . . . 510

Factors that impact backup and restore times . . . . . . . . . . . . . . . . . . 510

Reducing tape backup and restore times . . . . . . . . . . . . . . . . . . . . . 511

Alternate methods for backing up and restoring data . . . . . . . . . . . . . . 512

Performing a CMSADM backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512

Performing a maintenance backup . . . . . . . . . . . . . . . . . . . . . . . . . . . 514

Description of the Backup Data window . . . . . . . . . . . . . . . . . . . . . . . . 517

The Backup Data window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 517

Field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 517

Data to back up descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 518

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Common backup error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 519

Labeling the backup volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519

Recovery kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 520

Restoring data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522

Automatic restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522

Manual restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524

Recommendation to restart your CMS server . . . . . . . . . . . . . . . . . . . . . . . 526

Connection status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527

Viewing the connection status of an ACD . . . . . . . . . . . . . . . . . . . . . . . 528

Listing the connection status of all ACDs . . . . . . . . . . . . . . . . . . . . . . . 529

Description of the Connection Status window . . . . . . . . . . . . . . . . . . . . 531

Administering a printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533

Adding a new printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534

Listing all printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535

Modifying printer options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537

Deleting a printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 538

Maintenance Error Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 540

Running a Maintenance Error Log . . . . . . . . . . . . . . . . . . . . . . . . . . . 540

Severity of errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 542

Maintenance Error Log messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 542

ACD Administration Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 566

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567

Running the ACD Administration Log report . . . . . . . . . . . . . . . . . . . . . 568

ACD Administration Log window field descriptions . . . . . . . . . . . . . . . . . 570

Chapter 12: Using Solaris . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571

Logging in to CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571

Logging in to CMS from the remote console . . . . . . . . . . . . . . . . . . . . . 571

Logging in to CMS from the server console . . . . . . . . . . . . . . . . . . . . . . 572

Administering passwords. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 574

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 574

Changing a user's password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 575

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Administering password aging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576

Using Solaris printer commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576

Chapter 13: Using timetables and shortcuts. . . . . . . . . . . . . . . . . . . . . . . . . . 579

Timetables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 579

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 581

Creating and scheduling a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . 581

Adding tasks to a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 585

Listing all timetables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 587

Copying a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 588

Copying timetable tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 589

Modifying timetable tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 591

Editing timetables globally . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 593

Globally editing tasks in a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . 595

Deleting tasks from a timetable. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 598

Deleting a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 600

Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 602

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 602

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603

Creating a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603

Adding tasks to a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 605

Running a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 606

Modifying a shortcut description . . . . . . . . . . . . . . . . . . . . . . . . . . . . 607

Copying a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608

Copying shortcut tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 609

Modifying shortcut tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611

Deleting shortcut tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 612

Deleting a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 613

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 615

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 627

Administration July 2007

Contents

18 Administration July 2007

Preface

Avaya Call Management System (CMS) is an application for businesses and organizations that use Avaya communication servers to process large volumes of telephone calls using the Automatic Call Distribution (ACD) feature. Avaya CMS supports solutions for routing and agent selection, multi-site contact centers, remote agents, reporting, interfaces to other systems, workforce management, desktop applications, system recovery, and quality monitoring.

Avaya CMS is part of the Operational Effectiveness solution of the Avaya Customer Interaction Suite.

This section includes the following topics:

● Purpose on page 19

● Intended users on page 19

● Overview on page 20

● Conventions and terminology on page 21

● Reasons for reissue on page 22

● Availability on page 22

● Related documentation on page 23

● Support on page 26

Purpose

The purpose of this document is to provide instructions on administering a contact center through Avaya CMS Supervisor.

This information product specifically addresses the functionality of CMS.

Intended users

This document is written for:

● Avaya Call Management System (CMS) administrators who have access to all parts of

CMS

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Preface

● Split/Skill supervisors with limited access to CMS

Overview

This document includes the following topics:

● Chapter 1: Introduction on page 27

This chapter provides an overview of this document, password information, and cross-references for Avaya CMS Supervisor usage

● Chapter 2: Configuring Avaya CMS Supervisor on page 37

This chapter describes the Supervisor configuration options

● Chapter 3: Using the Dictionary to name contact center entities on page 49

This chapter describes how to create synonyms in the Dictionary

● Chapter 4: Using reports on page 179

This chapter describes the basic use of the Reports subsystem

● Chapter 5: Scripting CMS operations on page 187

This chapter describes how to script common actions

● Chapter 6: Administering contact center agents on page 201

This chapter describes how to change agent splits/skills, create agent templates, move extensions between splits, and use agent trace

● Chapter 7: Administering the contact center configuration on page 227

This chapter describes how to add or delete call work codes and split/skill call profiles, change VDN skill preferences, view trunk group assignments, change VDN call profiles, and other contact center activities

● Chapter 8: Administering exceptions on page 283

This chapter describes how to define exceptions and run exception reports for agents, split/skills, trunk groups, VDNs, and vectors

● Chapter 9: Administering user permissions on page 355

This chapter describes how to create users and define, change, or modify associated CMS permissions

● Chapter 10: Configuring CMS system settings on page 429

This chapter describes how to change the state of CMS, allocate storage space, specify storage intervals, and other system setup activities

20 Administration July 2007

● Chapter 11: Maintaining CMS on page 487

This chapter describes backups, restores, backup strategies, maintenance reports, backup volumes, and labeling

● Chapter 12: Using Solaris on page 571

This chapter describes the Sun Microsystems, Inc. Solaris operating system and how to use it with CMS

● Chapter 13: Using timetables and shortcuts on page 579

This chapter describes how to use timetables and shortcuts to streamline activities

Conventions and terminology

If you see any of the following safety labels in this document, take careful note of the information presented.

Conventions and terminology

CAUTION:

CAUTION: Caution statements call attention to situations that can result in harm to software,

loss of data, or an interruption in service.

WARNING:

WARNING: Warning statements call attention to situations that can result in harm to hardware

or equipment.

DANGER

DANGER: Danger statements call attention to situations that can result in harm to personnel.

SECURITY ALERT:

SECURITY ALERT: Security alert statements call attention to situations that can increase the potential

for unauthorized use of a telecommunications system.

Note:

Note: In some instances, your communication server and its associated software may

be referred to as "switch". Unless otherwise noted, the term, Communication Manager, includes earlier Avaya communication servers, such as MultiVantage and DEFINITY®.

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Preface

Reasons for reissue

This is the first issue of this document.

Availability

Copies of this document are available from one or both of the following sources:

Note:

Note: Although there is no charge to download documents through the Avaya Web site,

documents ordered from the Avaya Publications Center must be purchased.

● The Avaya online support Web site, http://www.avayadocs.com

● The Avaya Publications Center, which you can contact by:

Voice:

+1-207-866-6701 +1-800-457-1764 (Toll-free, U.S. and Canada only)

Fax:

+1-207-626-7269 +1-800-457-1764 (Toll-free, U.S. and Canada only)

Mail:

GlobalWare Solutions 200 Ward Hill Avenue Haverhill, MA 01835 USA Attention: Avaya Account Manager

E-mail:

totalware@gwsmail.com

22 Administration July 2007

Support

Contacting Avaya technical support

Avaya provides support telephone numbers for you to report problems or ask questions about your product.

For United States support:

1- 800- 242-2121

For international support:

See the 1-800 Support Directory

http://www.avaya.com

http://docs.sun.com

listings on the Avaya Web site.

Escalating a technical support issue

Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Management

listings on the Avaya Web site.

26 Administration July 2007

Chapter 1: Introduction

This section provides introductory information on Avaya CMS Supervisor and complementary products. Basic information regarding the interfaces and usage of Supervisor can be found in the Avaya CMS Supervisor Installation and Getting Started document.

This section contains the following topics:

● What is Avaya CMS? on page 27

● How Avaya CMS stores ACD data on page 27

● ACD Administration on page 33

What is Avaya CMS?

Avaya CMS is a software product for businesses and organizations that have an Avaya Communication Manager system and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) feature. Avaya CMS collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature on the Communication Manager system.

A CMS administrator accesses the CMS database, generates reports, administers ACD parameters, and monitors call activities to determine the most efficient service for the calling customers.

Operating system

Avaya CMS resides on the Sun Microsystems, Inc. Solaris operating system and uses several Solaris system utilities to communicate with terminals and printers, to log errors, and to execute processes. CMS utilizes the Informix Software, Inc. INFORMIX database management system, which provides an interface to the CMS historical database.

How Avaya CMS stores ACD data

There are two ways to describe how Avaya Call Management System (CMS) stores ACD data:

● Logically - How the CMS system organizes data for processing

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Chapter 1: Introduction

● Physically - How the CMS system mechanically stores the data on the disk drive

This section includes the following topics:

● How Avaya CMS logically stores ACD data on page 28

● How Avaya CMS physically stores ACD data on page 31

How Avaya CMS logically stores ACD data

The logical storage of the ACD data has more impact on the CMS user than does the physical storage. The logical data storage controls how a CMS user is able to access and manipulate ACD data. CMS stores all of the ACD data received from the communication server in the real-time and historical databases.

Real-time databases

Real-time databases include tables for the current intrahour interval data and the previous intrahour interval data. The storage interval can be 15, 30, or 60 minutes.

Historical databases

Historical databases include tables for the intrahour, daily, weekly, and monthly data. The following table shows all of the historical database tables and the maximum amount of time data can be stored in a particular table:

Historical database tables Maximum time for data storage

Intrahour historical data 62 days

Daily historical data 5 years (1825 days)

Weekly historical data 10 years (520 weeks)

Monthly historical data 10 years (120 months)

Note:

Note: You can use historical data to predict future call traffic and future agent and trunk

requirements. For more information see Avaya CMS Forecast User Guide.

Data summarizing

When CMS collects data from the ACD, the data is stored in the real-time database for the current interval. At the end of the current interval, the following events occur:

28 Administration July 2007

How Avaya CMS stores ACD data

● The data that was in current interval database table is archived to the previous interval

database table.

● The data that was in previous interval database table is archived in the historical database

as intrahour historical data.

The data remains in the historical database as intrahour historical data for a maximum of 62 days. At your designated data summarizing time, the intrahour historical data is summarized into daily historical data.

The daily historical data is summarized on a weekly and monthly basis. At the end of your designated week, the daily historical data is summarized into weekly historical data. On the first day of a new month, the daily historical data is summarized into monthly historical data for the previous month.

For more information, see CMS data storage

CMS data storage

The following figure illustrates how CMS stores data.

on page 29.

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Chapter 1: Introduction

Agent (cagent)

Agent (pagent)

The previous interval data is archived at the end of the interval to the intrahour historical data

Split (csplit)

Split (psplit)

Agent (hagent)

ACD#

Data

Real-time database

Current interval data

Trunk (ctrunk)

Trunk group (ctkgrp)

Previous interval data

Trunk (ptrunk)

Trunk group (ptkgrp)

Historical database

Intrahour historical data

Split (hsplit)

Trunk (htrunk)

Vector (cvector)

Vector (pvector)

Trunk group (htkgrp)

CMS processorCommunication Server

VDN (cvdn)

VDN (pvdn)

Vector (hvector)

Call work codes (ccwc)

Call work codes (pcwc)

VDN (hvdn)

The current interval data is archived at the end of the interval to the previous interval data

Call work codes (hcwc)

Intrahour data is summarized into daily data.

Daily data is summarized into weekly data and monthly data

Weekly data is summarized at the end of your designated week.

Monthly data is summarized on the first day of the month for the previous month.

Agent (dagent)

Agent (wagent)

Agent (magent)

Split (dsplit)

Split (wsplit)

Split (msplit)

Daily historical data

Trunk (dtrunk)

Trunk group (dtkgrp)

Vector (dvector)

Weekly historical data

Trunk (wtrunk)

Trunk group (wtkgrp)

Vector (wvector)

Monthly historical data

Trunk (mtrunk)

Trunk group (mtkgrp)

Vector (mvector)

VDN (dvdn)

VDN (wvdn)

VDN (mvdn)

Call work codes (dcwc)

Call work codes (wcwc)

Call work codes (mcwc)

30 Administration July 2007

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