AVAYA Visual Vectors 14 User Guide

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Avaya Visual Vectors

Release 14 User Guide

07-601889

February 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.

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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.

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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.

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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:

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("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

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

Downloading documents

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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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Reason for reissue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Change description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Administration documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Software documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Hardware documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Call Center documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Avaya CMS upgrade documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Base load upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Platform upgrades and data migration . . . . . . . . . . . . . . . . . . . . . . . 13

Avaya Call Management System Upgrade Express (CUE) . . . . . . . . . . . . 13

Documentation Web sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

General information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

What is Visual Vectors software? . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Supported switches and capacities . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Single and multiple ACDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Supported switch capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Prerequisite switch and CMS features . . . . . . . . . . . . . . . . . . . . . . . . . 16

ACD administration and Visual Vectors . . . . . . . . . . . . . . . . . . . . . . 17

Call Vectoring and Visual Vectors . . . . . . . . . . . . . . . . . . . . . . . . . 17

Things to know before using Visual Vectors . . . . . . . . . . . . . . . . . . . . . . . 17

Interactions with CMS Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Interactions with CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Things to know about call center data . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

How CMS stores and tracks ACD data . . . . . . . . . . . . . . . . . . . . . . . . . 19

Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Setting up the My World objects directory. . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Introduction to the My World objects directory . . . . . . . . . . . . . . . . . . . . . . 21

My World directory features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Connecting to a CMS server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Connection types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Connecting to an existing server . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Connecting to a new CMS server . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Visual Vectors R14 User Guide February 2007 3

Contents

Managing objects in the My World directory. . . . . . . . . . . . . . . . . . . . . . . . 23

Selecting objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Adding objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Deleting objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Getting information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Deleting an object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Renaming objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Getting information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Doing the renaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Changing other object properties . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

My World objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Defining My World objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

My World object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

ScratchPad object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

CMS object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

ACD object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Announcement Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Announcement object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Split/Skill Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Split/Skill object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Trunk Group Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Trunk Group object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Vector Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Vector object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

VDN Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

VDN object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

My World object properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Defining object properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

My World object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

ScratchPad object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

CMS object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

ACD object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Announcement Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Announcement object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Split/Skill Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Split/Skill object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Trunk Group Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Trunk Group object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Vector Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

4 Visual Vectors R14 User Guide February 2007

Contents

Vector object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

VDN Folder object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

VDN object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Using Visual Vectors Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Introduction to Visual Vectors Framework . . . . . . . . . . . . . . . . . . . . . . . . . 41

Features of Visual Vectors Framework. . . . . . . . . . . . . . . . . . . . . . . . . 41

Connecting to CMS servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Logging in to an existing server . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Logging in to a new server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Disconnecting from CMS servers. . . . . . . . . . . . . . . . . . . . . . . . . . 43

Framework window objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Title bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Minimize, Maximize/Restore, and Close buttons . . . . . . . . . . . . . . . . . 43

Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Status bar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

File menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Tools Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Window menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Help menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Using Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Features of Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Navigator window objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Status indicators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Status messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Using the Vector Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Introduction to the Vector Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Vector Editor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Opening and closing the Vector Editor . . . . . . . . . . . . . . . . . . . . . . . . 50

Vector Editor window objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Using Vector Editor windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Accessing vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Methods used to access vectors . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Accessing vectors from Navigator . . . . . . . . . . . . . . . . . . . . . . . . . 51

Accessing vectors from Vector Editor . . . . . . . . . . . . . . . . . . . . . . . 51

Saving and printing vectors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Saving vectors in Navigator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Visual Vectors R14 User Guide February 2007

Contents

Printing vector graphics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Using vector steps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Vector step palettes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Vector step properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Announcement (Input/Output) step properties . . . . . . . . . . . . . . . . . . 56

Timed Announcement (Input/Output) step properties . . . . . . . . . . . . . . 56

Music (Input/Output) step properties. . . . . . . . . . . . . . . . . . . . . . . . 57

Ringback (Input/Output) step properties. . . . . . . . . . . . . . . . . . . . . . 57

Silence (Input/Output) step properties . . . . . . . . . . . . . . . . . . . . . . . 58

Reply (Input/Output) step properties . . . . . . . . . . . . . . . . . . . . . . . . 58

Consider (Input/Output) step properties . . . . . . . . . . . . . . . . . . . . . . 58

Collect (Input/Output) step properties . . . . . . . . . . . . . . . . . . . . . . . 59

Converse (Input/Output) step properties. . . . . . . . . . . . . . . . . . . . . . 60

Set (Input/Output) step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Busy (End) step properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Stop (End) step properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Disconnect (End) step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Return (End) step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Caller Info (Test) step properties . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Center Info (Test) step properties . . . . . . . . . . . . . . . . . . . . . . . . . 64

Queue Activity (Test) step properties . . . . . . . . . . . . . . . . . . . . . . . 65

Agent Activity (Test) step properties . . . . . . . . . . . . . . . . . . . . . . . . 66

Time Of Day (Test) step properties . . . . . . . . . . . . . . . . . . . . . . . . . 67

Holiday (Test) step properties . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Variable (Test) step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Media-Gateway/Port-Network registration (Test) step . . . . . . . . . . . . . . 68

Server (Test) step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Service Hour (Test) step. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Queue Activity (Queue) step properties . . . . . . . . . . . . . . . . . . . . . . 69

Center Info (Queue) step properties . . . . . . . . . . . . . . . . . . . . . . . . 70

Agent Activity (Queue) step properties . . . . . . . . . . . . . . . . . . . . . . 71

Queue Unconditional (Queue) step properties . . . . . . . . . . . . . . . . . . 72

Route To Number (Routing) step properties. . . . . . . . . . . . . . . . . . . . 73

Route To Digits (Routing) step properties . . . . . . . . . . . . . . . . . . . . . 73

Adjunct Route (Routing) step properties. . . . . . . . . . . . . . . . . . . . . . 74

Messaging Skill (Routing) step properties . . . . . . . . . . . . . . . . . . . . . 74

Goto Vector (Routing) step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Creating a new Goto vector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Disconnecting weekend calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Selecting ringback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

6 Visual Vectors R14 User Guide February 2007

Contents

Routing callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Playing an announcement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Moving or copying vectors to ACDs of different types . . . . . . . . . . . . . . . . 81

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Commenting and uncommenting vector steps . . . . . . . . . . . . . . . . . . . . 82

Using the VDN Assignment Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Introduction to the VDN Assignment Wizard . . . . . . . . . . . . . . . . . . . . . . . 83

Features of the VDN Assignment Wizard . . . . . . . . . . . . . . . . . . . . . . . 83

Starting the VDN Assignment Wizard . . . . . . . . . . . . . . . . . . . . . . . . . 83

VDN Assignment Wizard window objects . . . . . . . . . . . . . . . . . . . . . . . 84

Title bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Minimize, maximize/restore and close buttons . . . . . . . . . . . . . . . . . . 84

Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Using VDN Assignment windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Assigning VDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Accessing the VDN Assignment Wizard . . . . . . . . . . . . . . . . . . . . . . 85

Using the Available for Selection window . . . . . . . . . . . . . . . . . . . . . 85

Using the Edit Assignment window . . . . . . . . . . . . . . . . . . . . . . . . 87

Using the Import Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Introduction to the Import Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . . 89

Features of the Import Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . . 89

Starting the Import Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Import Export Wizard objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Title bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Minimize, maximize/restore and close buttons . . . . . . . . . . . . . . . . . . 90

Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Importing and exporting vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Exporting Vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Accessing the Import Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . 91

Using the Available for Selection window . . . . . . . . . . . . . . . . . . . . . 92

Using the Archive File and Export Summary windows . . . . . . . . . . . . . . 93

Importing vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Accessing the Import Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . 94

Using the Available for Selection and Summary windows . . . . . . . . . . . . 95

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Troubleshooting FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Installing and uninstalling Visual Vectors . . . . . . . . . . . . . . . . . . . . . . . 97

Importance of the HOME variable . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Visual Vectors R14 User Guide February 2007

Contents

Startup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Vector Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

VDN Assignment Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Avaya Supervisor integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Performance issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Miscellaneous issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

General computer issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

8 Visual Vectors R14 User Guide February 2007

Preface

This Avaya Visual Vectors Release 14 User Guide is written primarily for the Avaya Call Management System (CMS) administrator who has access to all areas on one or more CMS servers, and secondarily, for auxiliary administrators and split/skill supervisors who have limited access to Vectors and Vector Directory Numbers.

This section includes the following topics:

● Intended audience on page 9

● Reason for reissue on page 10

● Availability on page 10

● Related documentation on page 11

● Support on page 14

Intended audience

This guide is intended for individuals who use Avaya Visual Vectors to manage and create various types of switch objects in a call center network. It assumes that you are familiar with:

● The operation of your computer and the Microsoft Windows® operating system that is

installed on it.

Important:

Important: Avaya does not provide technical support for Visual Vectors on Windows 95, or

Windows 98 systems. Installation of older Windows versions is permissive. This means that it may be possible to install and run the Visual Vectors client software on older Windows systems. However, if technical problems occur, upgrade of the client operating system to a fully supported Windows platform is required.

● The operation of communication servers and the Avaya Call Management System.

Visual Vectors R14 User Guide February 2007 9

Preface

Reason for reissue

This document is being reissued because the Visual Vectors client was updated to be compatible with vector enhancements through Avaya Communication Manager 4.0. Any vectoring enhancements since Communication Manager 4.0 are not accessible using the Visual Vectors client.

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

10 Visual Vectors R14 User Guide February 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

Escalating a technical support issue

http://www.avaya.com

http://docs.sun.com

listings on the Avaya Web site.

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.

14 Visual Vectors R14 User Guide February 2007

Introduction

This Avaya Visual Vectors Release 14 User Guide gives you the information you need to use the Visual Vectors client software package.

This chapter includes the following sections:

● General information on page 15

● Things to know before using Visual Vectors on page 17

● Things to know about call center data on page 18

● Technical Support on page 19

General information

This section presents a brief overview of what the software does, who uses it, and how it works, followed by an overview of supporting hardware and software.

This section includes the following information:

● What is Visual Vectors software? on page 15

● Supported switches and capacities on page 16

● Prerequisite switch and CMS features on page 16

What is Visual Vectors software?

Avaya Call Management System (CMS) is a software product for businesses and organizations who receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) and Call Vectoring features of an Avaya communication server. The CMS server collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature on the switch.

The CMS administrator can access the CMS database, generate reports, administer ACD parameters, and also monitor call activities to determine the most efficient service possible for the customers. The CMS server supports Avaya CMS Supervisor client computers.

Visual Vectors R14 User Guide February 2007 15

Introduction

The Visual Vectors Server software is installed on the same server as the CMS software. The Visual Vector Server software supports Visual Vectors client software installed on PC workstations. Using the client software, administrators can change certain properties of call center entities, as well as create and edit vectors, assign Vector Directory Numbers (VDNs) to vectors, and set VDN Skill Preferences.

Supported switches and capacities

Single and multiple ACDs

Depending on which server you have and how the CMS software was installed, the CMS software can communicate with as many as eight ACDs.

Depending on how the Visual Vectors Server software was installed and configured, the Visual Vectors client software can communicate with as many as 20 CMS servers.

References to multiple ACDs in this document refer to configurations with multiple switches. If you have only one switch, you can ignore the considerations for multiple ACDs.

Supported switch capacities

Visual Vectors supports the following capacity increases:

● 2000 trunk groups per ACD

● 8000 trunk groups per CMS

● 3000 announcements per ACD

● 2000 Skill IDs

● 2000 vectors

● 99 vector steps

The Visual Vectors client was last updated to be compatible with vector enhancements through Avaya Communication Manager 4.0. Any enhancements since Communication Manager 4.0 are not accessible using the Visual Vectors client.

Prerequisite switch and CMS features

CMS includes a feature for administering automatic call distribution (ACD) and optional features for managing aspects of the system. The features required to use Visual Vectors software are described below.

16 Visual Vectors R14 User Guide February 2007

ACD administration and Visual Vectors

CMS and Visual Vectors software provide an administrative interface to the switch. The CMS software supports CMS Supervisor clients. Using the Agent Administration and Call Center Administration areas, you can use Supervisor to view or change various parameters on the switch that are related to ACD, Vectoring, and Expert Agent Selection (EAS). You can also run reports that describe your call center configuration.

For example, you can:

● Add agents to or remove agents from splits or skills

● Move extensions between splits

● Change skill assignments

● Change the following assignments: trunk group-to-split, trunk group-to-VDN,

VDN-to-vector

● Start an agent trace and list the agents being traced

Using Visual Vectors client software, administrators can change certain properties of call center entities, as well as create and edit vectors, assign VDNs to vectors, and set VDN Skill Preferences.

Things to know before using Visual Vectors

The Visual Vectors administrator should coordinate with the switch administrator to be sure that the needed ACD and CMS configurations are understood by both administrator.

Call Vectoring and Visual Vectors

The Avaya Call Vectoring feature enables you to create, copy, and edit vectors on any supported communication servers. Call vectors direct calls to specified on-network or off-network destinations, to queues in ACD splits, or to treatments such as music, recorded announcements, forced disconnect, and forced busy. Visual Vectors provides an intuitive graphical user interface for the Call Vectoring feature.

Things to know before using Visual Vectors

This section describes the interactions of Visual Vectors software with other call center client software.

This section includes the following information:

● Interactions with CMS Supervisor on page 18

● Interactions with CMS on page 18

Visual Vectors R14 User Guide February 2007

Introduction

Interactions with CMS Supervisor

Visual Vectors software is designed to work with the most current version of the CMS Supervisor software. If CMS Supervisor is correctly installed on your client computer, the Visual Vectors Framework window displays a toolbar icon which you can use to start Supervisor. You can also select Supervisor from the Tools menu.

Although you may be able to run Supervisor from Visual Vectors, the two software programs do not interact directly. If information from the two programs does not seem to match, first try to log off the CMS server in each program, and then log back on. This will cause Supervisor to read the configuration file in Visual Vectors and respond with the correct information.

Using CMS Supervisor: Use Supervisor software to do the following:

● Generate reports on the VDNs, vectors, and skill preferences you assigned using Visual

Vectors tools

● Assign names to splits or skills, trunk groups, ACDs, Vectors, and VDNs in the CMS

Dictionary, so that the objects in your “My World” directory of objects.

If CMS Supervisor Version 8 or later is installed, there will be a Visual Vectors icon on the CMS Supervisor toolbar.

Interactions with CMS

Visual Vectors release 14 (R14) works with CMS R14 or later.

If information obtained from the two client software programs does not seem to match, log off the CMS server from each client software program, and then log back on. This will cause the CMS server software to read the configuration file in Visual Vectors and respond with the correct information.

Important:

Important: Edit vectors only in Visual Vectors. If you use any other way to edit vectors, such

as a CMS terminal, the vector step comments will be converted to floating comments.

Things to know about call center data

This section describes the Avaya CMS processes for storing and tracking switch data for your call center. The information is intended to give you an overview of how CMS works, where CMS stores data, and how Visual Vectors Server software accesses CMS Dictionary and User Permissions data.

18 Visual Vectors R14 User Guide February 2007

This section includes the following information:

● How CMS stores and tracks ACD data on page 19

How CMS stores and tracks ACD data

Real-time and historical databases: CMS stores the ACD data that is received from the

switch in the real-time and historical databases. Within each of these databases, CMS stores the specific ACD data for agents, splits or skills, trunks, trunk groups, vectors, and VDNs in separate database tables. Call work codes (CWC) also have separate database tables in the real-time and historical database.

Summarizing CMS data: As CMS collects the real-time data from the ACD, the data is stored in the current intrahour interval tables (agent, split/skill, trunk, trunk group, vector, and VDN) until the end of the interval. At the end of the current intrahour interval, data is archived to the previous intrahour interval tables and to the intrahour historical tables. At the time that you designate, the historical intrahour data is summarized into daily data. At the end of your designated week, which is specified on the System Setup subsystem Storage Intervals window, the daily data is summarized into weekly data. On the first day of a new month, monthly summaries are generated from the daily data for the previous month.

Technical Support

CMS Dictionary: The CMS Dictionary contains names for call center ACDs and their entities,

including announcements, splits or skills, trunk groups, VDNs, and vectors. The assigned names appear on CMS reports to make them easier to interpret, as well as in Visual Vectors software to make it easier to use. You can use Visual Vectors tools to rename entities, or edit certain other properties of those entities.

User permissions: Visual Vectors software determines what users can view and modify based on CMS User Permissions. For example, if a user has read access for an ACD and/or its vectors but does not have write access, the user is not able to save or copy a vector to that ACD. Likewise, if a user does not have read or write access permissions for a certain type of entity, for example, VDNs, the folder for those entities on the ACD appears empty in Navigator.

Technical Support

If you have a problem: If you have a problem with Visual Vectors, first consult the following:

● Help Contents and alphabetical Index

● The readme.txt file that is delivered with the software

Visual Vectors R14 User Guide February 2007

Introduction

Important: The readme.txt file includes late-breaking changes to and news about the

Information to provide the system administrator: If these sources do not contain answers to your questions, contact your CMS system administrator. The system administrator may need information from you:

● The version installed on your PC (select the About... item from the Help Menu and note the

● The name or IP address of your CMS server (the system administrator will know the

● The type of connection you have to the server (serial or over a network).

● The manufacturer and model of your PC, as well as the amount of RAM installed.

Important:

software. Use a text editor such as Notepad to read the file.

load number in the upper-right corner).

version and load of CMS installed on your server).

20 Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

This chapter explains how to set up the My World objects directory that is displayed in Navigator. It includes the following sections:

● Introduction to the My World objects directory on page 21

● Managing objects in the My World directory on page 23

Introduction to the My World objects directory

This section provides an introduction to My World features and explains how to connect to a new CMS server or add a new CMS server to the My World directory.

This section includes the following information:

● My World directory features on page 21

● Connecting to a CMS server on page 21

My World directory features

Visual Vectors handles all call center network entities as objects. An object is a set of computer instructions with properties you define. This chapter explains how to perform actions on objects in the My World objects directory, including how to select objects, rename objects, delete objects, and so forth.

ACD folders: Each CMS object in the My World directory can contain as many as eight ACD objects, each of which contains entity folders for announcements, split or skill objects, trunk groups, VDNs, and vectors.

Connecting to a CMS server

You can use the Connect menu item or toolbar button to log in to a CMS server.

Visual Vectors R14 User Guide February 2007 21

Setting up the My World objects directory

Connection types

From the Visual Vectors Framework menu, you can connect to one or more existing CMS servers or you can add a new CMS server. You are limited to one instance of a login ID per server.

Connecting to an existing server

To establish a CMS connection when the server is already listed in the My World directory of objects:

1. Do one of the following:

● Select Connect from the File menu or click the Connect icon on the toolbar.

● Select a CMS server in the My World objects directory from the Connect to server:

drop-down list.

The Connect to server window appears.

2. Enter your CMS login Id and password.

3. Click Connect.

The system displays a status message that indicates that the software is connecting to the CMS server.

Connecting to a new CMS server

To establish a connection with a new CMS server that is not already listed in the My World objects directory:

1. Do one of the following:

● In the Visual Vectors Framework window, select Connect from the File menu.

● In the Navigator window, highlight My World in the left-hand pane, and then select

New CMS from the File menu or shortcut menu, or click New in the Navigator toolbar.

The system displays the New CMS window.

2. Enter the following information:

● In the Server Network Address: field, enter the hostname or IP address of a CMS

server

● In the Login Id: field, enter your CMS login ID

● in the Password: field, enter your CMS password

3. Click OK.

If the CMS server you entered:

22 Visual Vectors R14 User Guide February 2007

Managing objects in the My World directory

● Exists and can be connected to, a new CMS object is added to the My World

directory and you are connected to this new server. If the connection is broken or dropped while you are working with tools, you will be prompted to save online open vectors elsewhere.

● Does not exist or cannot be connected to, an error message is displayed showing

the cause of the failure.

Managing objects in the My World directory

This section describes how to manage objects in the My World directory.

This section includes the following information:

● Selecting objects on page 23

● Adding objects on page 24

● Deleting objects on page 25

● Renaming objects on page 26

● Changing other object properties on page 27

Selecting objects

To perform any action on an object in the My World directory, you must first select the object. To select an object, choose either of the following methods:

● Click the object.

● Use the arrow keys to highlight the item and then press Enter.

Input window actions: The following table describes the features of the input window.

Feature Action

Menu bar Pull down a list of actions, edit options, and online Help.

Toolbar action buttons

Input fields Type in the information that is needed to complete an action.

Click a button to perform an action.

Selection list View a list of the content that you may enter in the input field.

Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

Adding objects

You can add three types of objects from you call center network to the My World directory:

● CMS servers

● Vectors

● New scratchpads

Note:

Note: New CMS servers are added to the My World directory whenever you make an

initial connection to a CMS server. For more information, see Connecting to a

new CMS server on page 22.

To add a new vector or scratchpad to the My World directory (for example, a new vector for an ACD in the Vector Folder), you must first select a container for the object in a Navigator window.

Note:

Note: If you add or save a vector to the Vector Folder on a measured ACD, it is also

added to the CMS database.

Procedure: To add a new vector or ScratchPad to the My World directory:

1. In the Navigator window, highlight a ScratchPad or Vector Folder in the left-hand pane, and then click the right mouse button. The system displays the shortcut menu.

2. Do one of the following:

● If you selected a Vector Folder and are online select New from the shortcut list.

● If you selected a Vector Folder and are offline, select a vector type from the shortcut

list.

● If you selected a ScratchPad, select New from the shortcut menu.

The system displays the New Vector or New ScratchPad window.

3. Fill in the required information in the input fields in the window. For a new vector, you need to enter a name. If you are adding a new vector to an ACD, an Id is also required.

4. Click OK.

If the addition was:

● Successful, the system displays the new object in the Navigator window.

● Not successful, the system displays an error message showing the cause of the

failure.

24 Visual Vectors R14 User Guide February 2007

Deleting objects

Procedure

You may want to delete a CMS from the My World directory or a vector from the CMS database.

Getting information

You may want to obtain additional information before you delete an object from the My World directory.

To obtain information about the object before you delete it:

1. Select the object in the Navigator window and then do one of the following:

● Select Properties from the File menu or shortcut menu.

● Click the Properties icon on the toolbar.

Managing objects in the My World directory

● Press Alt+Enter.

The system displays the Properties window.

2. Locate and note the relevant information. For example, verify that you have permission to delete the item.

Deleting an object

To delete a CMS server or vector listed in the My World directory:

1. Select the object in the Navigator window.

2. Do one of the following:

● Select Delete from the File menu or shortcut menu.

● Click the Delete icon on the toolbar.

● Press Delete.

If the deletion was:

Successful, the contents of the object (steps) are removed causing the vector to not appear in Navigator.

Not successful, the system displays an error message showing the cause of the failure.

Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

Renaming objects

You may want to rename an object that already exists in the My World directory. You may need to obtain information from the CMS database before renaming the item for future reference.

Getting information

To obtain information from the CMS database before you rename the item:

1. Select the object in the Navigator window and then do one of the following:

● Select Properties from the File menu or shortcut menu.

● Click Properties on the toolbar.

● Press Alt+Enter.

The system displays the Properties window.

2. Locate and note the relevant information. For example, verify the type of the vector you want to rename.

3. Close the Properties window.

Doing the renaming

To rename an ACD object in the CMS database:

1. Select the object in the Navigator window.

2. Do one of the following:

● Select Rename from the File menu or shortcut menu.

● Click Rename on the toolbar.

The system displays the Renaming object window with the Name property field highlighted.

3. Type in the new name or edit the existing name and then click OK.

If the object was

● Renamed, the system displays the new name in the Navigator window.

● Not renamed, the system displays an error message that shows the cause of the

failure.

26 Visual Vectors R14 User Guide February 2007

Changing other object properties

Procedure: Use this procedure to change properties of one or more objects or entities, such as

a split/skills, vectors, VDNs, or trunk groups.

1. Select one or more object in the Navigator window and then do one of the following:

● Select Properties from the File menu or shortcut menu.

● Click Properties on the toolbar.

● Press Alt+Enter.

If a single object was selected, the system displays the Properties dialog. If multiple objects were selected, the system displays the Properties of Many Objects dialog.

The window contains properties for the object or objects for which you have permissions in the CMS Dictionary.

2. Type the new values in the fields you want to change.

The system displays a red box around any property fields with invalid values.

My World objects

3. When you have made all of your changes and no red boxes are displayed, click OK.

My World objects

Objects include items on which you can perform actions in the My World directory. For example, the objects may be vectors, trunk groups, or ACDs.

No matter which tool you use to select an object, the way in which you perform an action on the object is the same.

This section includes the following information:

● Defining My World objects on page 27

Defining My World objects

The following list includes possible objects in the My World directory. To perform actions on the object, click the object using the right mouse button.

● My World object on page 28

● ScratchPad object on page 28

● CMS object on page 29

● ACD object on page 29

Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

● Announcement Folder object on page 30

● Announcement object on page 30

● Split/Skill Folder object on page 30

● Split/Skill object on page 31

● Trunk Group Folder object on page 31

● Trunk Group object on page 31

● Vector Folder object on page 32

● Vector object on page 32

● VDN Folder object on page 33

● VDN object on page 33

My World object

The following table describes the My World object:

Actions Description

Explore Expands My World to show one or more CMS Servers for which

Disconnect All Displays the Disconnect window with all connected CMS servers

Navigator Launches the Navigator window with the My World director as

New If the CMS submenu is clicked, accesses the New CMS window

Properties Displays the properties of the My World directory.

ScratchPad object

The following table describes the ScratchPad object:

Actions Description

Explore Expands the ScratchPad.

you have read or read and write permission.

highlighted.

the place to start browsing.

to add a new server to your world.

Navigator Launches the Navigator window with the ScratchPad as the place to

start browsing.

New Creates a new ScratchPad or new vectors.

28 Visual Vectors R14 User Guide February 2007

Actions Description

Cut Cuts the selected ScratchPad, to be pasted later.

Copy Copies an object, to be pasted later.

Paste Pastes an object that has been cut or copied.

Delete Deletes the ScratchPad.

Rename Places the user in edit mode for the ScratchPad name field in the

Properties Displays the properties of the ScratchPad.

CMS object

The following describes the CMS object:

Actions Descriptions

My World objects

Renaming ScratchPad window.

Explore Expands the CMS object to show one or more ACDs for which you

Connect Displays the Connect to server window for this CMS.

Disconnect Displays the Disconnect window with this CMS highlighted.

Navigator Launches the Navigator window with the CMS as the place to start

Delete Removes the CMS from the My World directory.

Properties Displays the properties of the CMS.

ACD object

The following table describes the ACD object:

Actions Descriptions

Explore Expands the ACD object to show folders of CMS entities.

Navigator Launches the Navigator window with the ACD as the place to start

have read or read and write permission.

browsing.

Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

Actions Descriptions

Rename Places you in edit mode for the “ACD name” field in the Renaming

ACD window.

Properties Displays properties of the ACD.

Announcement Folder object

The following table describes the Announcement Folder object:

Actions Descriptions

Explore Expands the Announcement Folder.

Navigator Launches the Navigator window with the folder as the place to start

browsing.

Properties Displays the properties of the Announcement folder.

Announcement object

The following table describes the Announcement object:

Actions Descriptions

Navigator Launches the Navigator window with the announcement as the place

to start browsing.

Rename Places the user in edit mode for the “Announcement name” field in the

Renaming Announcement window.

Properties Displays the properties of the announcement.

Split/Skill Folder object

The following table describes the Split/Skill Folder object:

Actions Descriptions

Explore Expands the Split/Skill Folder.

Navigator Launches the Navigator window with the folder as place to start

browsing.

Properties Displays the properties of the Split/Skill Folder.

30 Visual Vectors R14 User Guide February 2007

Split/Skill object

The following table describes the Split/Skill object:

Actions Descriptions

Navigator Launches the Navigator window with the split/skill as the place to start

browsing.

Rename Places user in edit mode for the “Split/Skill name” field in the Renaming

Split/Skill window.

Properties Displays the properties of the Split/Skill.

Trunk Group Folder object

The following describes the Trunk Group Folder object:

Actions Descriptions

My World objects

Explore Expands the Trunk Group Folder.

Navigator Launches the Navigator window with the folder as the place to start

Properties Displays the properties of the Trunk Group Folder.

Trunk Group object

The following describes the Trunk Group object:

Actions Descriptions

Navigator Launches Navigator window with the trunk group as place to start

Rename Places the user in edit mode for the “Trunk Group name” field in the

Properties Displays the properties of the Trunk Group.

browsing.

Renaming Trunk Group window.

Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

Vector Folder object

The following table describes the Vector Folder object:

Actions Descriptions

Explore Expands the Vector Folder.

Navigator Launches the Navigator window with the folder as place to start

browsing.

New Vector Creates a new vector with one Stop step in the folder.

Paste Pastes a vector if there is one cut or copied.

Properties Displays the properties of the Vector Folder.

Vector object

The following table describes the Vector object:

Actions Descriptions

Edit Accesses the Vector Editor tool to edit the vector.

Export Accesses the Import Export Wizard to export the vector.

Navigator Launches the Navigator window with the vector as the place to start

browsing.

Cut Copies a vector to memory and replaces it with a blank vector.

Copy Copies a vector to be pasted later.

Delete Deletes the vector from the folder for this ACD. This replaces it with a

blank vector and leaves the name in the Dictionary.

Rename Places the user in edit mode for the “Vector name” field in the

Renaming... window.

Properties Displays the properties of the vector.

32 Visual Vectors R14 User Guide February 2007

VDN Folder object

The following table describes the VDN Folder object:

Actions Descriptions

Explore Expands the VDN folder.

Navigator Launches the Navigator window with the folder as the place to start

Properties Displays the properties of the VDN Folder.

VDN object

The following table describes the VDN object

Actions Descriptions

My World object properties

browsing.

Navigator Launches the Navigator window with the VDN as the place to start

browsing.

Rename Places the user in edit mode for the “VDN name” field in the Renaming

VDN window.

Properties Displays the properties of the VDN.

My World object properties

Use object properties to change certain parameters of:

● Any entities of the ACD, including announcements, splits or skills, trunk groups, VDNs,

and vectors

● VDN administration, for example, the assigned vector and skill preferences

This section includes the following information:

● Defining object properties on page 34

Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

Defining object properties

The following table describes the properties of all objects in the My World directory. To perform actions on the object, click the object using the right mouse button, and then select Properties.

● My World object on page 34

● ScratchPad object on page 35

● CMS object on page 35

● ACD object on page 35

● Announcement Folder object on page 36

● Announcement object on page 36

● Split/Skill Folder object on page 37

● Split/Skill object on page 37

● Trunk Group Folder object on page 38

● Trunk Group object on page 38

● Vector Folder object on page 38

● Vector object on page 39

● VDN Folder object on page 39

● VDN object on page 40

My World object

The following table describes properties of the My World object:

Properties Description

Name You cannot edit this name.

Type Type of object (World).

Permission Displays the permission (R for read) that you have for the My World

Description Description of My World object. You can edit this field.

directory.

34 Visual Vectors R14 User Guide February 2007

ScratchPad object

The following describes properties of the ScratchPad object:

Properties Description

Name Name of a folder that contains offline vectors.

Type Type of object (ScratchPad).

Permission Displays ScratchPad permissions (R for read and W for write).

Description Characters describing the ScratchPad object. You can edit this field.

CMS object

The following describes properties of the CMS object:

Properties Description

My World object properties

Name Name of the CMS server. You cannot edit this name.

Type Type of object (CMS or unconnected CMS).

Permission Displays the permissions (R for read, blank for none) that you have for

Version If connected, displays CMS server software release and version

Locale If connected, displays CMS server software locale and time zone, for

Containee Count

ACD object

The following table describes properties of the ACD object:

Properties Description

Name Name of the ACD in the CMS Dictionary. You can rename it if you

the CMS server.

numbers.

example, TZ GMT – 05:00.

If connected, displays the number of objects (ACDs) that are contained within this object.

have ACD read and write access on the CMS.

Type Type of object (ACD).

Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

Properties Description

Permission Displays the ACD permissions (read, write, or both) that you have on

the CMS.

Id Number that identifies the ACD on the CMS.

Version Communication server software release and version numbers.

Locale Switch software locale and time zone, for example, TZ GMT — 05:00.

Link Status Status (Link Up, Link Down) of the link to the ACD from the CMS. The

ACD icon is crossed out in the Navigator window if the link is down.

ACD Features Features enabled on the ACD, which could be EAS, Prompting, or

Vectoring.

Description Description of the ACD in the CMS Dictionary. You can edit this field.

Announcement Folder object

The following table describes properties of the Announcement Folder object:

Properties Description

Name Name of the folder that contains announcements for this ACD.

Type Type of object (folder).

Permission Displays the announcement permissions (read, write, or both), that you

have for this ACD.

Containee Count

Shows the number of announcements that are contained in the folder.

Announcement object

The following describes properties of the Announcement object:

Properties Description

Name Name of the announcement in the CMS Dictionary. You can rename it

if you have read and write permissions.

Type Type of object (announcement).

Permission Displays the permissions (read, write, or both) that you have for this

announcement.

36 Visual Vectors R14 User Guide February 2007

Properties Description

Extension Announcement extension number.

Description Description of the announcement in the CMS Dictionary. You can edit

this field.

Split/Skill Folder object

The following describes properties of the Split/Skill Folder object:

Properties Description

Name Name of the folder that contains measured splits or skills for this ACD.

Type Type of object (folder).

Permission Displays the split and skill permissions (read, write, or both) that you

have for this ACD.

My World object properties

Containee Count

Split/Skill object

The following table describes properties of the Split/Skill object:

Properties Description

Name Name of the split/skill in the CMS Dictionary.

Type Type of object (split/skill).

Permission Displays the permissions (read, write, or both) that you have for this

Id Number identifying the split/skill on the CMS.

Description Description of the split/skill in the CMS Dictionary. You can edit this

Shows the number of splits or skills that are contained in the folder.

split/skill.

field.

Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

Trunk Group Folder object

The following table describes properties of the Trunk Group Folder object:

Properties Description

Name Name of the folder that contains measured trunk groups for this ACD.

Type Type of object (folder).

Permission Displays the trunk group permissions (read, write, or both) that you

have for this ACD.

Containee Count

Trunk Group object

The following table describes properties of the Trunk Group object:

Properties Description

Name Name of the trunk group in the CMS Dictionary.

Type Type of object (trunk group).

Permission Displays the permissions (read, write, or both) that you have for this

Id Number that identifies the trunk group on the CMS.

Description Description of the trunk group in the CMS Dictionary. You can edit this

Vector Folder object

Shows the number of trunk groups that are contained in the folder.

trunk group.

field.

The following table describes properties of the Vector Folder object:

Properties Description

Name Name of the folder that contains non-empty vectors for this ACD.

Type Type of object.

38 Visual Vectors R14 User Guide February 2007

My World object properties

Properties Description

Permission Displays the vector permissions (read, write, or both) that you have for

this ACD.

Containee Count

Vector object

The following table describes properties of the Vector object:

Properties Description

Name Name of the vector in the CMS Dictionary.

Type Type of object (vector).

Permission Displays the permissions (read, write, or both) that you have for

Description Description of the vector in the CMS Dictionary. You can edit this

Id Number that identifies the vector on the CMS.

Step Count The number of steps that are contained in the vector.

Shows the number of vectors that are contained in the folder.

this vector

field.

VDN Folder object

The following table describes properties of the VDN Folder object:

Properties Description

Name Name of the folder that contains measured VDNs for this ACD.

Type Type of object (folder).

Permission Displays the VDN permissions (read, write, or both) that you have for

Containee Count

this ACD.

Shows the number of VDNs that are contained in the folder.

Visual Vectors R14 User Guide February 2007

Setting up the My World objects directory

VDN object

The following table describes properties of the VDN object:

Properties Description

Name Name of the VDN in the CMS Dictionary.

Type Type of object (VDN).

Permission Displays the permissions (read, write, or both) that you have for this

VDN.

Extension VDN extension number.

Vector Id Shows the number or synonym that identifies the vector that is

assigned to this VDN. You can change this assignment if you have VDN permissions on the CMS for the ACD.

Description Description of the VDN in the CMS Dictionary. You can edit this field.

Skill Pref Shows what skill preferences are assigned to this VDN. You can

change this assignment if you have VDN permissions on the CMS for the ACD [Expert Agent Selection (EAS) only].

40 Visual Vectors R14 User Guide February 2007

Using Visual Vectors Framework

This chapter explains how to use Visual Vectors Framework. It includes the following sections:

● Introduction to Visual Vectors Framework on page 41

Introduction to Visual Vectors Framework

This section provides an introduction to Visual Vectors Framework features and explains how to use the Framework window.

This section includes the following information:

● Features of Visual Vectors Framework on page 41

● Connecting to CMS servers on page 42

● Framework window objects on page 43

Features of Visual Vectors Framework

Framework is the starting point of Visual Vectors. Framework gives you access to all of the Visual Vectors features, which gives you the ability to manage any connections Visual Vectors has to Call Management System (CMS) servers. For example, from the Framework window, you can access Visual Vectors tools to view, modify, add, and delete ACD items in the CMS database.

You can use the Framework window to begin the following tasks and activities:

● Connect to CMS servers

● Launch Avaya CMS Supervisor

● Use Navigator to view or modify the properties of objects in the My World directory

● Use Vector Editor to create new vectors or edit existing ones

● Use VDN Assignment Wizard to assign one or more VDNs to a vector

● Use Import Export Wizard to import vectors to a public directory or other application

No matter which tool you use to select an operation, the way in which you perform the operation is the same.

Visual Vectors R14 User Guide February 2007 41

Using Visual Vectors Framework

Connecting to CMS servers

You can connect to an existing server or establish a connection to a new server. You are limited to one instance of a login ID per server, but you can connect to more than one server at a time.

Logging in to an existing server

Use this procedure if you have connected to a CMS server at least once.

1. Click Connect on the toolbar or select Connect from the File menu.

The system displays the Connect to Server dialog box showing the server to which you connected last.

2. If you want to connect to a different server than the one that is displayed, select a CMS server from the Connect to server: list.

3. Enter your CMS login Id in the Login Id: text box.

4. Enter your CMS password in the Password: text box.

5. Click Connect.

If the Disconnect toolbar button in Framework is highlighted, you have successfully logged in to the CMS server.

Logging in to a new server

If you have never connected to a CMS server before, you need to establish a connection. To connect to a new server:

1. Select Connect from the File menu.

The system displays the New CMS login dialog box.

2. Type the hostname or IP address of a CMS/Visual Vectors server in the Server Network Address: text box.

3. Enter your CMS login ID in the Login Id: text box.

4. Type your CMS password in the Password text box.

5. Click OK.

If the CMS server you entered exists, you are connected to this new server. If the CMS server does not exist, the system displays an error message showing the cause of the failure.

42 Visual Vectors R14 User Guide February 2007

Disconnecting from CMS servers

You do not have to disconnect from CMS servers before exiting Framework. The Visual Vectors program disconnects your computer automatically before it closes the Framework window.

1. To disconnect from a server or servers, do one of the following:

● Select Disconnect from the Framework File menu.

● Click Disconnect in the Framework toolbar.

The system displays the Disconnect window.

2. Select the servers you want to disconnect from and then click Disconnect.

Framework window objects

This section introduces you to the features of the Framework window as they appear both before and after you connect to a CMS server.

Introduction to Visual Vectors Framework

Title bar

The title bar shows the name of the tool. When a vector is open in the Vector Editor, its name is shown.

Minimize, Maximize/Restore, and Close buttons

These buttons adjust the size of the current window, or close it.

Toolbar

The toolbar contains buttons for quick access to specific features of the application. When your mouse pointer is over a toolbar button for a few seconds, a brief description of the button displays. When you select a button, the status bar displays a description of the command that the particular button performs.

The following table describes buttons on the toolbar.

Button Function

Connect Initiates a connection to a CMS server.

Disconnect Disabled until you are connected to a CMS server.

Navigator Accesses the window for the Navigator.

Vector Editor Accesses the window for the Vector Editor.

Visual Vectors R14 User Guide February 2007

Using Visual Vectors Framework

Button Function

VDN Assignment Wizard

Import Export Wizard

CMS Supervisor

Help Contents Starts the Help application window for Visual Vectors.

Status bar

The status bar is located at the bottom of the Framework and Vector Editor windows. Framework displays a brief description of what actions are occurring. Vector Editor displays the number of steps in the current vector.

Menu bar

The menu bar lists the available drop-down menus. This section identifies the menus that are available before you log in to the CMS server: File, Tools, Window, and Help.

Accesses the first of a series of dialog boxes for the VDN Assignment Wizard.

Accesses the first of a series of dialog boxes for the Import Export Wizard.

Starts CMS Supervisor Version 6 or later, if that program is installed correctly. If not, this button does not appear.

File menu

Select File from the menu bar to display the File menu. The File menu has the following items:

● Connect – Displays the Connect to server window. You can select from the drop-down

list of servers to which you have previously connected, or click New CMS to identify a new server to log in to and add to your My World directory.

● Disconnect – Displays the Disconnect window that lists the servers to which you are

connected. Highlight the server or servers from which you wish to disconnect and select Disconnect or press Enter.

● Exit – Automatically disconnects your computer from any CMS servers to which you are

connected, and then closes the Framework window. The system displays a warning message if you have open tool windows.

Tools Menu

Select Tools from the menu bar to display the Tools menu. The Tools menu has the following items:

44 Visual Vectors R14 User Guide February 2007

Introduction to Visual Vectors Framework

● Vector Editor – Opens the window for the Vector Editor. You can create new vectors or edit

existing vectors in this window, and then save them to an ACD if you have the needed permissions or the ScratchPad on your computer.

● Navigator – Opens the window for the Navigator. You can view, add, delete, or move

objects in your Call Center World using this window.

● VDN Assignment Wizard – Opens the first of a series of dialog boxes for the VDN

Assignment Wizard. This tool helps you to assign VDNs to vectors and VDN skill preferences. You can also view which VDNs are assigned to which vectors and, if necessary, change those assignments.

● Import Export Wizard – Opens the first of a series of dialog boxes for the Import Export

Wizard. This tool helps you to create a vector file, which can contain one or more vector objects. You can then export the vector file to a shared or public directory, where it can be imported and shared by other users.

● CMS Supervisor – Launches a separate session of CMS Supervisor. The two programs

are autonomous. Supervisor appears only if you have the right version installed on your computer.

● Advanced Debugging... – Used for debugging. Do not change the settings on the

Advanced window unless you are instructed to do so by an Avaya administrator.

Window menu

Select Window from the menu bar to display the Window menu. The Window menu has the following items:

● Close All – Closes the windows of all open tools, but leaves the Framework window open

and the Visual Vectors software running.

● VDN Assignment Wizard – Makes the VDN Assignment Wizard the current window.

Help menu

Select Help from the menu bar to display the Help menu.

Press F1 or click Help to display help on a window or tool.

Help menu items: In the Help menu, you can select from the following options:

● Help Contents – Opens the Help window, and displays the Visual Vectors table of

contents.

● About… – Displays the About Visual Vectors… window, which shows the software build

number.

Visual Vectors R14 User Guide February 2007

Using Visual Vectors Framework

46 Visual Vectors R14 User Guide February 2007

Using Navigator

This chapter explains how to use the Visual Vectors Navigator feature, and familiarizes you with the objects in the Navigator window.

This section includes the following topics:

● Features of Navigator on page 47

● Navigator window objects on page 47

Features of Navigator

You use Navigator to view and manage call center objects using the same conventions as you use to manage Microsoft Windows Explorer. Navigator provides a means for you to:

● View and manage switch objects that are used in vectors.

● Use the offline ScratchPad to store vectors on your computer. If you have many vectors,

organize them into folders.

● Copy and move vectors from ScratchPad to one or more ACDs, and between ACDs.

● Change the properties of VDNs.

● View and rename objects, depending on your permissions.

Navigator window objects

This section introduces you to various features of the Navigator window as they appear both before and after you connect to a CMS server.

This section includes the following topics:

● Status indicators on page 48

● Status messages on page 48

Visual Vectors R14 User Guide February 2007 47

Using Navigator

Status indicators

The following table describes the indicators in Navigator. These indicators tell you about the state of a CMS server and its measured ACDs.

This indicator Displays

ACD link status Icons for the ACDs that are supported by the CMS. If the link to an

Status messages

are not connected.

ACD is down, the icon is crossed out. If the CMS server is connected to the ACD via a TCP/IP connection and the connection is in a transient state, the icon changes to a straight line.

The following table describes the status messages that may display in Visual Vectors.

This message Displays when

Starting tool... A Visual Vectors window is opening. Framework is locked during this

time.

Looking for items to Connect...

Framework is searching the My World directory for CMS servers.

48 Visual Vectors R14 User Guide February 2007

Using the Vector Editor

This chapter explains how to use the Vector Editor. It includes the following sections:

● Introduction to the Vector Editor on page 49

● Using Vector Editor windows on page 50

● Using vector steps on page 53

Introduction to the Vector Editor

This section provides an overview of the Visual Vectors Vector Editor. It also explains how to open the Vector Editor, close windows, and exit the Vector Editor.

This section includes the following information:

● Vector Editor features on page 49

● Opening and closing the Vector Editor on page 50

● Vector Editor window objects on page 50

Vector Editor features

Vector Editor allows you to create and edit vectors using a graphical user interface (GUI) that lets you drag and drop icons from a palette and arrange them into vector steps in a work area. Vector Editor lets you:

● Create and edit vectors by an easy, drag-and-drop method

● Annotate, that is, attach comments to vectors

● Print representations of vectors

For users who are familiar with accessing vectors from a terminal, Navigator supplies a read-only ascii text view for online vectors.

Visual Vectors R14 User Guide February 2007 49

Using the Vector Editor

Opening and closing the Vector Editor

To open the Vector Editor:

1. Use the Framework toolbar to do one of the following:

● Select Vector Editor from the Tools menu or click the Vector Editor icon in the toolbar,

and then select a vector type from the Vector Editor menu.

● Double-click on a vector in Navigator to start the Vector Editor.

Vector Editor window objects

Using the Vector Editor window, you can create and edit vectors visually using common Windows-based conventions. For example, you can use the drag-and-drop method to move icons that represent commands from a palette and arrange them into vector steps in a work area. You can also attach comments, change layout, and save and print the vectors.

Status indicators: The following table describes status indicators:

Indicator Function

Vector Location

Shows New Vector or a full path to an existing vector in the My World directory (for example, /My World/CMS20/ACD8/Vector Folder/Visual Vector).

Current Visual Steps

Current Stored Steps

Shows a count of the number of palette icons in the current visual vector. The initial Start icon is not counted.

Shows a count of the number of vector steps the current vector will occupy when stored on an ACD. The limit is 99 steps. At step 96, the line stating the number of steps turns yellow. At step 100, the line turns red.

Using Vector Editor windows

This section introduces you to the features of the Vector Editor window. Follow the instructions to select menu items and enter values in input fields in Vector Editor dialog boxes.

This section includes the following information:

● Accessing vectors on page 51

● Saving and printing vectors on page 51

50 Visual Vectors R14 User Guide February 2007

Accessing vectors

Methods used to access vectors

You can access vectors from the Navigator window or from the Vector Editor.

Accessing vectors from Navigator

To access vectors from the Navigator window:

1. In the Framework window, select Navigator from the Tools menu, or click the Navigator icon in the toolbar.

The system displays the Navigator window.

2. Browse the My World directory to find the object you want.

3. When you find the object you want, such as the ScratchPad or an ACD Vector Folder in the Navigator window, double-click it. The objects contained in the folder appear in the right pane of the Navigator window.

Using Vector Editor windows

4. Double-click the vector to open it.

The Vector Editor opens the vector.

Accessing vectors from Vector Editor

To access a vector from the Vector Editor window:

1. Select Open... from the Vector Editor File menu.

The system displays the Select the Vector to open window.

2. Browse the My World directory to find the vector you want to open.

3. Double-click the vector you want to open.

Saving and printing vectors

Procedure

To save a vector from the Vector Editor window:

1. Select Save As... from the File menu.

The Vector Editor displays the Save Vector As window.

Visual Vectors R14 User Guide February 2007

Using the Vector Editor

2. Browse the My World directory to find the container in which you want to save the current vector.

3. Click the name of the container (ScratchPad or Vector Folder) in which you want to save the vector.

4. If you want to give the vector a name that is different from the default name, type your preferred name in the Name text box.

5. Click Save.

The Vector Editor does one of the following:

● Saves a graphical representation of the selected vector to the ScratchPad

● Converts the visual vector and stores it on the ACD containing the Vector Folder

Saving vectors in Navigator

In Navigator, you can drag and drop vectors into the container in which you want to save them.

Printing vector graphics

The print function is available only in the Vector Editor. To print a vector graphic:

1. Select Print from the File menu in the Vector Editor window.

The system displays the Print dialog box.

2. In the Print dialog box, select the printer, print range, and number of copies.

3. If you need to specify any printer properties, click Properties and make your changes in the Document Properties window. Then click OK.

4. In the Print dialog box, click OK.

The system displays the Printing Properties window.

5. The Printing Properties window lets you scale your printed graphic.

Select any of the following print options:

● 1 to 1: Your vector graphic will print as the size you see on your screen. This is the

default option.

● fit to 1 page: Your vector graphic will print on one page.

● fit to pages wide: Your vector graphic will print on the number of pages you specify in

the pages field. The printed graphic will remain height and width proportional.

● fits to pages high: Your vector graphic will print on the number of pages you specify in

the pages field. The printed graphic will remain height and width proportional.

● scale to percent: Your vector graphic will print to the size you specify in the % field. The

printed graphic will remain height and width proportional.

52 Visual Vectors R14 User Guide February 2007

● Step Labels: Click to enable the printing of step labels that are present on your vector

graphic. If there are no step labels, this field is unavailable.

● Floating Comments: Click to enable the printing of global comments that are present

on your vector graphic. If there are no global comments, this field is unavailable.

● Step Comments: Click to enable the printing of step comments that are present on

your vector graphic. If there are no step comments, this field is unavailable.

● Alignment: Allows you to determine the positioning of the vector graphic on the

printout.

6. Click OK in the Printing Properties window to print your vector graphic.

Using vector steps

This section lists the vector steps in the Vector Editor palettes and describes all possible step properties.

Using vector steps

This section includes the following information:

● Vector step palettes on page 53

● Vector step properties on page 55

● Creating a new Goto vector on page 75

● Moving or copying vectors to ACDs of different types on page 81

● Commenting and uncommenting vector steps on page 82

Vector step palettes

Vector steps are grouped in the following five palettes on the left side of the Vector Editor window. Note that not all the steps are available for every type of vector. For example, the collect step is not available for nonprompting vectors.

● Input/Output

Announcement

Timed Announcement

Music

Ringback

Silence

Consider

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Using the Vector Editor

Collect

Converse

Set

● End

Busy

Stop

Disconnect

Return

● Te st

Caller Info

Center Info

Queue Activity

Agent Activity

Time of Day

Holiday

Variable

Media-Gateway/Port-Network

Server

Service Hours

● Queue

Queue Activity

Center Info

Agent Activity

Queue Unconditional

● Routing

Route To Number

Route To Digits

Adjunct Route

Messaging Skill

Goto Vector.

54 Visual Vectors R14 User Guide February 2007

Vector step properties

When you select properties from the shortcut menu for an object, the system displays an input window. The information that is required in the input window depends on the object.

This section describes all possible properties. However, not all features automatically show. Which properties are shown, which menu items are available, and which toolbar buttons function can vary from user to user.

The following properties are described:

● Announcement (Input/Output) step properties on page 56

● Timed Announcement (Input/Output) step properties on page 56

● Music (Input/Output) step properties on page 57

● Ringback (Input/Output) step properties on page 57

● Silence (Input/Output) step properties on page 58

● Reply (Input/Output) step properties on page 58

Using vector steps

● Consider (Input/Output) step properties on page 58

● Collect (Input/Output) step properties on page 59

● Converse (Input/Output) step properties on page 60

● Set (Input/Output) step on page 61

● Busy (End) step properties on page 62

● Stop (End) step properties on page 62

● Disconnect (End) step on page 63

● Return (End) step on page 63

● Caller Info (Test) step properties on page 63

● Center Info (Test) step properties on page 64

● Queue Activity (Test) step properties on page 65

● Agent Activity (Test) step properties on page 66

● Variable (Test) step on page 68

● Media-Gateway/Port-Network registration (Test) step on page 68

● Server (Test) step on page 69

● Service Hour (Test) step on page 69

● Queue Activity (Queue) step properties on page 69

● Center Info (Queue) step properties on page 70

● Agent Activity (Queue) step properties on page 71

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Using the Vector Editor

● Queue Unconditional (Queue) step properties on page 72

● Route To Number (Routing) step properties on page 73

● Route To Digits (Routing) step properties on page 73

● Adjunct Route (Routing) step properties on page 74

● Messaging Skill (Routing) step properties on page 74

● Goto Vector (Routing) step on page 75

Announcement (Input/Output) step properties

Announcement (Input/Output) step includes the following properties:

Properties Description

Announcement Extension is always selected. There are no other settings.

Extension Enter a:

● 1 to 5 digit number (R10 or earlier), or

● 1 to 7 digit number (R11 or later), or

● A to Z, and V1 to V5 (CMS R13/Communication Manager 3.0 or

later), or

● AA to ZZ , and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Timed Announcement (Input/Output) step properties

Timed Announcement (Input/Output) step includes the following properties:

Properties Description

Seconds Enter a numeric value from 0 to 999.

Announcement Extension is always selected. There are no other settings.

56 Visual Vectors R14 User Guide February 2007

Properties Description

Extension Enter a:

● 1 to 5 digit number (R10 or earlier), or

● 1 to 7 digit number (R11 or later), or

● A to Z, and V1 to V5 (CMS R13/Communication Manager 3.0 or

later), or

● AA to ZZ , and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

Disabled if Announcement is not tied to an Extension.

Treatment Select music, silence, ringback, or continue. The default is continue.

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Music (Input/Output) step properties

Using vector steps

The following table describes the Music (Input/Output) step:

Properties Description

Seconds Enter a numeric value from 0 to 999.

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Ringback (Input/Output) step properties

Ringback (Input/Output) step includes the following properties:

Properties Description

Seconds Enter a numeric value from 0 to 999.

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Visual Vectors R14 User Guide February 2007

Using the Vector Editor

Silence (Input/Output) step properties

Silence (Input/Output) step includes the following properties:

Properties Description

Seconds Enter a numeric value from 0 to 999.

I-Silent Select to enable the I-Silent feature.

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Reply (Input/Output) step properties

Reply (Input/Output) step includes the following properties:

Properties Description

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Consider (Input/Output) step properties

Consider (Input/Output) step includes the following properties:

Properties Description

Measure Split/Skill is the default value. Select a location from the drop-down list,

if applicable.

Split/Skill Select a split, skill, or ID (or First, Second, or Third if EAS) from the

drop-down list. This field is disabled if the value in the Measure field is Location.

Skill Id If connecting to a pre-Communication Manager 2.0 switch, enter a

numeric value from 1 to 999. If connecting to a Communication Manager 2.0 or later switch, enter a

numeric value from 1 to 2000. This field is disabled if the value in the Measure field is Location or if

the Split/Skill field is not Id. If you are in working offline (for example, in a ScratchPad vector), you can also enter synonyms, but once you go online you can only use numbers.

58 Visual Vectors R14 User Guide February 2007

Using vector steps

Properties Description

Priority High is the default, or select low, medium, or top from the drop-down

list. This field is disabled if the value in the Measure field is Location.

Location Enter a:

● 1 to 5 digit number (R10 or earlier), or

● 1 to 7 digit number (R11 or later), or

● A to Z, and V1 to V5 (CMS R13/Communication Manager 3.0 or

later), or

● AA to ZZ , and V1 to V9 (CMS R14/Communication Manager 4.0

or later)

This field is disabled if the value in the Measure field is Split/Skill.

Adjustment Enter a:

● 1 to 5 digit number (R10 or earlier), or

● 1 to 7 digit number (R11 or later), or

● A to Z, and V1 to V5 (CMS R13/Communication Manager 3.0 or

later), or

● AA to ZZ , and V1 to V9 (CMS R14/Communication Manager 4.0

or later)

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Collect (Input/Output) step properties

Collect (Input/Output) step includes the following properties:

Properties Description

Source Digits is the default, or select CED or CDPD from the drop-down list, if

applicable.

Number of digits

For Enter none, or a variable.

Enter a numeric value from 1 to 16. This field is disabled if the Source field is not digits.

Variables can be:

● A to Z (CMS R12/Communication Manager 2.0 or later), or

● V1 to V5 (CMS R13/Communication Manager 3.0 or later), or

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

Visual Vectors R14 User Guide February 2007

Using the Vector Editor

Properties Description

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Converse (Input/Output) step properties

Converse (Input/Output) step includes the following properties:

Properties Description

Split/Skill Select a split/skill (First, Second, Third or Id) from the drop-down list.

Skill Id If connecting to a pre-Communication Manager 2.0 switch, enter a

numeric value from 1 to 999. If connecting to a Communication Manager 2.0 or later switch, enter a

numeric value from 1 to 2000. This field is disabled if the value in the Split/Skill field is not set to Id. If

you are in working offline (for example, in a ScratchPad vector), you can also enter synonyms, but once you go online you can only use numbers.

Priority High is the default, or select low, medium, or top from the drop-down

list.

Passing None is the default value.

Select vdn, ani, digits, qpos, wait, data, or variable (CMS R13/ Communication Manager 3.0 or later) from the drop-down list.

Variables can be:

● A to Z and V1-V5 (CMS R13/Communication Manager 3.0 or later),

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

Data Enter a 1 to 6 digit number or variables if applicable.

Variables can be:

● A to Z and V1-V5 (CMS R13/Communication Manager 3.0 or later),

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

This field is enabled only if the value in the first Passing field is Data.

60 Visual Vectors R14 User Guide February 2007

Properties Description

Passing None is the default value.

Select vdn, ani, digits, qpos, wait, data, or variable (CMS R13/ Communication Manager 3.0 or later) from the drop-down list.

Variables can be:

● A to Z and V1-V5 (CMS R13/Communication Manager 3.0 or later),

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

If the first Passing field value is None, then the only valid value for this second Passing property is None.

Data Enter a numeric value from 0 to 100, or a variable.

Variables can be:

● A to Z and V1-V5 (CMS R13/Communication Manager 3.0 or later),

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

This field is enabled if the value in the second Passing field is Data.

Using vector steps

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Set (Input/Output) step

Set step (CMS R13.1/Communication Manager 3.1 or later) includes the following properties:

Properties Description

Digits/Variable Enter digits or variables from AA to ZZ.

Operand 1 Enter digits, none, or a variable.

Variables can be:

● A to Z and V1-V5 (CMS R13/Communication Manager 3.0 or later),

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0 or

Operator Select ADD, SUB, MUL, DIV, CATR, CATL, MOD10 or SEL

later)

Visual Vectors R14 User Guide February 2007

Using the Vector Editor

Properties Description

Operand 2 Enter 0 - 9, none, digits or a variable.

Variables can be:

● A to Z and V1-V5 (CMS R13/Communication Manager 3.0 or later),

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Busy (End) step properties

The Busy (End) step includes the following properties:

Properties Description

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Stop (End) step properties

Stop (End) step includes the following properties:

Properties Description

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

62 Visual Vectors R14 User Guide February 2007

Disconnect (End) step

Disconnect (End) step includes the following properties:

Properties Description

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Return (End) step

Return step (CMS R13.1/Communication Manager 3.1 or later) includes the following properties:

Properties Description

Description Enter a description that is associated with this step.

Using vector steps

Comment Select Yes to comment out this step, or No to not comment out this

step.

Caller Info (Test) step properties

Caller Info (Test) step includes the following properties:

Properties Description

Measure ANI is the default, or select digits or ii-digits from the drop-down list, if

applicable.

Comparator Equals (=) is the default, or select <=, <>, <, >, >=, in, or not in, from

the drop-down list.

Threshold Enter a numeric value for ani or ii-digits (?, +, and # are valid in certain

situations), or a variable. Variables can be from:

● A to Z and V1 to V5 (CMS R13/Communication Manager 3.0 or

later)

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

This field is enabled only if the value in the Comparator field is "in" or "not in."

Visual Vectors R14 User Guide February 2007

Using the Vector Editor

Properties Description

Table Enter a numeric value from 1 to 100. This field is disabled if the value

in the Comparator field is anything except in or not in.

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Center Info (Test) step properties

Center Info (Test) step includes the following properties:

Properties Description

Measure Counted-calls to VDN is the default, or select rolling-asa or

expected-wait from the drop-down list.

Split/Skill Select a split/skill (First, Second, Third, Best, Call, or Id) from the

drop-down list. This field is disabled if the value in the Measure field is not expected wait.

Skill Id If connecting to a pre-Communication Manager 2.0 switch, enter a

numeric value from 1 to 999. If connecting to a Communication Manager 2.0 or later switch, enter a

numeric value from 1 to 2000. This field is disabled if the value in the Split/Skill field is not Id. If you

are in working offline (for example, in a ScratchPad vector), you can also enter synonyms, but once you go online you can only use numbers.

Priority High is the default, or select low, medium, or top from the drop-down

list. This field is disabled if the value in the Measure field is not expected wait, or if the value in the Split/Skill field is Best or Call.

VDN Select a VDN (or extension, active, or latest) from the drop-down list.

This field is disabled if the value in the Measure field is expected wait.

Extension Enter a 1 to 5 digit extension number (R10 or earlier)

or 1 to 7 digit number (R11 or later). This field is disabled if the value in the VDN field is not an extension.

Comparator Equals (=) is the default value. Select <=, <>, <, >, >=, from the

drop-down list.

64 Visual Vectors R14 User Guide February 2007

Properties Description

Threshold One (1) is the default value.

Or enter a numeric value that depends on the Measure and the software version of your switch, or variables.

Variables can be from:

● A to Z and V1 to V5 (CMS R13/Communication Manager 3.0 or

later)

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Queue Activity (Test) step properties

Queue Activity (Test) step includes the following properties:

Using vector steps

Properties Description

Measure Rolling-asa is the default value. Select calls-queued, interflow-qpos,

oldest-call-wait, or wait-improved from the drop-down list.

Split/Skill Select a split/skill (First, Second, Third, Id, or Best) from the drop-down

list. Disabled if Measure is interflow-qpos. Best is invalid if Measure is anything but wait-improved.

Skill Id If connecting to a pre-Communication Manager 2.0 switch, enter a

numeric value from 1 to 999. If connecting to a Communication Manager 2.0 or later switch, enter a

numeric value from 1 to 2000. This field is disabled if the value in the Split/Skill field is not Id. If you

are in working offline (for example, in a ScratchPad vector), you can also enter synonyms, but once you go online you can only use numbers.

Priority High is the default, or select low, medium, or top from the drop-down

list. This field is disabled if the value in the Measure field is interflow-qpos.

Comparator Equals (=) is the default, or select <=, <>, <, >, >=, from the drop-down

list.

Visual Vectors R14 User Guide February 2007

Using the Vector Editor

Properties Description

Threshold One (1) is the default.

Or enter a numeric value that depends on Measure and the software version of your switch. The maximum value is 2000.

Or enter a variable. Variables can be from:

● A to Z and V1 to V5 (CMS R13/Communication Manager 3.0 or

later)

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Agent Activity (Test) step properties

Agent Activity (Test) step includes the following properties:

Properties Description

Measure Available-agents is the default, or select staffed-agents from the

drop-down list.

Split/Skill Select a split/skill (First, Second, Third, or Id) from the drop-down list.

Skill Id If connecting to a pre-Communication Manager 2.0 switch, enter a

numeric value from 1 to 999. If connecting to a Communication Manager 2.0 or later switch, enter a

numeric value from 1 to 2000. This field is disabled if the value in the Split/Skill field is not Id. If you

are in working offline (for example, in a ScratchPad vector), you can also enter synonyms, but once you go online you can only use numbers.

Comparator Equals (=) is the default, or select <=, <>, <, >, >=, from the drop-down

list.

Threshold Zero (0) is the default value.

Or enter a numeric value that depends on Comparator and the software version of your switch, or a variable.

Variables can be from:

● A to Z and V1 to V5 (CMS R13/Communication Manager 3.0 or

later)

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

66 Visual Vectors R14 User Guide February 2007

Properties Description

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Time Of Day (Test) step properties

Time Of Day (Test) step includes the following properties:

Properties Description

Start Day All is the default, or select beginning day from the drop-down list. Must

select All if Finish Day is All.

Start Time Current time is the default. Or enter the beginning time of day in

24-hour format.

Finish Day All is the default, or select the ending day from the drop-down list. Must

select All if Start Day is All.

Using vector steps

Finish Time Current time is the default. Or enter the ending time of day in 24-hour

format.

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Holiday (Test) step properties

Holiday (Test) step includes the following properties:

Properties Description

Comparator In is the default, or select not-in from the drop-down list.

Table Enter a numeric value from 1 to 9 (pre-CMS R13/Communication

Manager 3.0) or 1 to 99 (CMS R13/Communication Manager 3.0 or later).

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Visual Vectors R14 User Guide February 2007

Using the Vector Editor

Variable (Test) step

Variable step (CMS R13.1/Communication Manager 3.1 or later) includes the following properties:

Properties Description

Measure Select Alphabet or Alphanumeric.

Comparator Enter <, >, =, <=, >=, <>, in, or not-in.

Threshold Depending on the value selected in Measure, enter:

● None, or

● 1 - 16 digits, or

● +, or

● #, or

● a variable

Variables can be from:

● A to Z and V1 to V5 (CMS R13/Communication Manager 3.0 or

later)

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0

or later)

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Media-Gateway/Port-Network registration (Test) step

Media-Gateway/Port-Network registration step (CMS R13.1/Communication Manager 3.1 or later) includes the following properties:

Properties Description

Measure Select Media-Gateway or Port-Network.

Comparator Enter either = or <>.

Value Enter 1 - 250, any or all if Measure is Media-Gateway, 1 - 64, any or all

if Measure is Port-Network.

Status String display "Registered."

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

68 Visual Vectors R14 User Guide February 2007

Server (Test) step

Server step (CMS R13.1/Communication Manager 3.1 or later) includes the following properties:

Properties Description

Comparator Enter either = or <>.

Value Select main, ess, or lsp.

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Service Hour (Test) step

Service Hour (Test) step includes the following properties:

Using vector steps

Properties Description

Extension Enter a:

● 1 to 5 digit number (R10 or earlier), or

● 1 to 7 digit number (R11 or later), or

● A to Z, and V1 to V5 (CMS R13/Communication Manager 3.0 or

later), or

● AA to ZZ , and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Queue Activity (Queue) step properties

Queue Activity (Queue) step includes the following properties:

Properties Description

Measure Rolling-asa is the default, or select calls-queued, oldest-call-wait, or

wait-improved from the drop-down list.

Split/Skill Select a split/skill (First, Second, Third, Id, or Best) from the drop-down

list. Best is valid only if Measure is wait-improved.

Visual Vectors R14 User Guide February 2007

Using the Vector Editor

Properties Description

Skill Id If connecting to a pre-Communication Manager 2.0 switch, enter a

Priority High is the default, or select Low, Medium, or Top from the drop-down

Comparator Auto-selected default. This is a read-only field.

Threshold One (1) is the default.

numeric value from 1 to 999. If connecting to a Communication Manager 2.0 or later switch, enter a

numeric value from 1 to 2000. This field is disabled if the value in the Split/Skill field is not set to Id. If

you are in working offline (for example, in a ScratchPad vector), you can also enter synonyms, but once you go online you can only use numbers.

list. This field is disabled if the value in the Split/Skill field is Best.

Or enter a numeric value that depends on Measure and the software version of your switch, or a variable.

Variables can be from:

● A to Z and V1 to V5 (CMS R13/Communication Manager 3.0 or

later)

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Center Info (Queue) step properties

Center Info (Queue) step includes the following properties:

Properties Description

Measure Expected-wait is the available value.

Split/Skill Select a split/skill (First, Second, Third, Best, or Id) from the drop-down

list.

Skill Id If connecting to a pre-Communication Manager 2.0 switch, enter a

numeric value from 1 to 999. If connecting to a Communication Manager 2.0 or later switch, enter a

numeric value from 1 to 2000. This field is disabled if the value in the Split/Skill field is not Id. If you are

in working offline (for example, in a ScratchPad vector), you can also enter synonyms, but once you go online you can only use numbers.

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Using vector steps

Properties Description

Priority Low is the default, or select Medium, High, or Top from the drop-down

list. This field is disabled if the value in the Split/Skill field is Best.

Comparator Auto-selected default. This is a read-only field.

Threshold One (1) is the default.

Or enter a numeric value that depends on Measure and the software version of your switch, or a variable.

Variables can be from:

● A to Z and V1 to V5 (CMS R13/Communication Manager 3.0 or

later)

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Agent Activity (Queue) step properties

The following table describes the Agent Activity (Queue) step:

Properties Description

Measure Available-agents is the default, or select staffed-agents from the

drop-down list.

Split/Skill Select a split/skill (First, Second, Third, or Id) from the drop-down list.

Skill Id If connecting to a pre-Communication Manager 2.0 switch, enter a

numeric value from 1 to 999. If connecting to a Communication Manager 2.0 or later switch, enter a

numeric value from 1 to 2000. This field is disabled if the value in the Split/Skill field is not set to Id. If

you are in working offline (for example, in a ScratchPad vector), you can also enter synonyms, but once you go online you can only use numbers.

Priority Low is the default, or select medium, high, or top from the drop-down

list.

Comparator Auto-selected default. This is a read-only field.

Visual Vectors R14 User Guide February 2007

Using the Vector Editor

Properties Description

Threshold Zero (0) is the default. Or enter a numeric value that depends on the

Comparator value and the software version of your switch, or a variable.

Variables can be from:

● A to Z and V1 to V5 (CMS R13/Communication Manager 3.0 or

later)

● AA to ZZ and V1 to V9 (CMS R14/Communication Manager 4.0 or

later)

Description Enter a description that is associated with this step.

Comment Select Yes to comment out this step, or No to not comment out this

step.

Queue Unconditional (Queue) step properties

Queue Unconditional (Queue) step includes the following properties: