Lucent Technologies CentreVu CMS Administration User Manual

CentreVu® CMS Administration

585–210–910 Comcode 108501743 Issue 1 November 1999

This material is protected by the copyright laws of the United States and other countries. It may not be reproduced, distributed, or altered in any fashion by any entity (either internal or external to Lucent Technologies), except in accordance with applicable agreements, contracts or licensing, without the express writte n c onsent of the Customer Training and Informa tion Products organization and the business ma nagement owner of t he material.Produc t Develo pment Manager

Product Development Manager 1 888-LTINFO6

Notice

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

Mandatory Customer InformationMandatory customer information European Union declaration of conformity

Lucent Technologies Business Communications Systems declares that the equipment specified in this document conforms to the referenced European Union (EU) Dir ec tives and Harmonized Standards listed below: EMC D irective89/336/EEC Low Voltage Directive 73/23/EEC. The

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

Heritage statement

Lucent Technologies—formed as a result of AT&T's planned restructuring—designs, builds, and del ivers a wide range of public and private networks, communication systems and software, consumer and business tele phone systems, and microelectr oni cs c omponents. The worldrenowned Bell Laboratori es is the research and developmen t arm for the company.

Security statementYour responsibility for your system’s security

Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company's employees, agents, subcontractors, or persons working on your company's behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.Y ou and your system manager are responsible for th e se curity of your system, such as programming and configur in g your equipment to prevent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration documents provided with this product in order to fully understand the featur es t hat can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication servi ce s or faci li ties accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use.

Trademarks

SunSun Microsystems, Inc. Sun Microsystems Sun Microsyste m s, Inc. the Sun L ogoSun Microsystems, Inc. Solaris Sun Microsy ste m s, Inc. Solstice DiskSuite Sun Microsystems, Inc. SunLink Sun Microsystems, Inc.UltraSun Microsystems, Inc.SPARC. All SPARC trademarks are used under license and are trade m arks or registered trademarks of SPARC International, Inc. in the Unit ed States and other countrie s . P r oducts bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems, Inc. SPARC International, Inc.CentreVu



DEFINITYINTELIntel CorporationPent iumIntel CorporationMicrosoftMicrosoft CorporationMSMicroso ft C orpo rationMS-

DOSMicrosoft CorporationWindows Microsoft Cor pora tionWindows NTMicrosoft Corporation

Ordering informationOrdering information

For information about ordering , see A bout this information product .

Support telephone numbers

Technical Support Telephone NumberLucent Technologies National Customer Care Center

Lucent Technologies provides a telephone num be r for you to use to report problems or to ask questions about your call cent er. The support telephone number for customers in the U.S.A. and Canada is 1-800-242-2121. For technical support, customers outside the United States should call their Lucent Technologies Representat ive or Distributor.

Information Product Support Telephone Number

Call the Lucent Technologies National Customer Care Center.

Lucent technologies fraud intervention

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

Developed by Lucent Technologies Customer Training and Information Products.This document was prepared by the Global Learning Solutions organization, Lucent Technologies, Denver, Colorado, U.S.A.

Contents CentreVu CMS Administration

About this information product

vii

Purpose

Reason for reissue

If you are a

CentreVu

know to administer your call center. For split/skill supervisors with limited access to helpful.

This information product specifically addresses the Enterprise Communications Server (ECS) functionality of CMS. If you are implementing you may have earlier version of earlier Generic 3 (G3) switch release.

This information product is a task-based guide to call center administration.

The ACD basics appendix has been moved to the

CentreVu

CMS, this information product tells you what you need to

DEFINITY

R8 Guide to ACD Call Centers 555-233-503

The vectoring EAS appendix has been moved to the

®

CMS administrator with access to all parts of

CentreVu

ECS Release 8. If you are upgrading from an

CentreVu

CMS, this information product will also be

DEFINITY®

CentreVu

CMS, you may have an earlier ECS or an

CMS R3V8 for the f irst time,

DEFINITY®

.

DEFINITY

ECS

R8 Vectoring and EAS Guide 555-230-521.

This information product documents version 8 of Supervisor.

CentreVu

DEFINITY

/G2 information has been removed throughout.

About this information product CentreVu CMS Administration

viii

Safety labels

How to use this information

product

Actions or inactions that may cause difficulties are labeled as follows:

Caution

CAUTION

Indicates that failure to take or avoid a specified action could result in loss of data.

Warning

WARNING

Indicates that failure to take or avoid a specified action could result in physical harm to the operator or the equipment.

Use this overview map to find the information you need to administer your

CentreVu

CMS call center.

To learn about... See this task...

Accessing and using

CentreVu

Startup and exit

CMS The

CentreVu

interface

Supervisor user

Navigating Supervisor

CentreVu

Using the Dictionary Naming your call center entities

in the Dictionary

Reports and how to use them Running, printing, exiting, and

restarting a report

What you can do with scripting Automate your activities with

scripting

Changing agent splits/skills,

Administering your call center creating agent templates, moving extensions between splits, and using agent trace

About this information product CentreVu CMS Administration

ix

Adding or deleting call work codes

Administering your call center and split/skill call profiles, changing VDN skill preferences, viewing trunk group assignments, changing VDN call profiles, and other call center activities

To learn about... See this task...

Defining agents, split/skill, trunk

Administering exceptions group, VDN, and vector exceptions, and running exceptions reports

Kinds of permissions; how and

Assigning user permissions when to assign them

Changing allocating storage space,

CentreVu

CMS state,

Viewing and changing system

setup values specifying storage intervals, and other system setup activities

Conventions used

Understanding maintenance:

Maintaining

CentreVu

CMS backups, restores, and backup strategy; the maintenance error log; backup volumes and labeling

The Solaris operating system and

Learning and using Solaris

how to use it How timetables and shortcuts

Using timetables and shortcuts

streamline your activities

The following conventions are used in this information product.

Product release

DEFINITY

Enterprise Communications Server is called “ECS” or “switch”. Unless otherwise noted, the term ECS includes Releases 6, 7, and 8. The functionality of earlier switch releases is noted if it differs from that of Releases 6 through 8.

Document number

Lucent publication titles are followed by their document number. For example, see

CentreVu

Supervisor Release 8

Reports 585-210-929

.

About this information product CentreVu CMS Administration

Typography

Courier font

x

1 Task: startup and exit

Overview

............................................................................................................................................................................................................................................................

Purpose

In this task you will find the following procedures:

• Starting

• Logging into

• Adding new servers

• Choosing or changing your password

• Closing

• Logging out of

• Exiting Use the procedures that follow to access

CentreVu

®

Supervisor on Windows 98 or NT

CentreVu

CMS

Supervisor windows

CMS

Supervisor

CentreVu

CMS.

...........................................

E

.................................................................

Task: startup and exit CentreVu CMS Administration

Starting CentreVu Supervisor on Windows 98 or NT 1-2

Starting

............................................................................................................................................................................................................................................................

CentreVu

Supervisor on W indows 98 or NT

Steps

1 Click Start on the toolbar.

................................................................................................................................

2 Select Programs on the Start menu.

................................................................................................................................

3 Click the Lucent

................................................................................................................................

4 Click

CentreVu

ND OF STEPS

..........................................................................................................

CentreVu

Supervisor program group.

Supervisor – [your language].

Result

This is how the controller window looks before you log into the server.

...........................................................................................................................................................................

Task: startup and exit CentreVu CMS Administration

Logging into CentreVu CMS 1-3

Logging into

............................................................................................................................................................................................................................................................

Resource limits

CentreVu

Purpose

Login types

CMS

Use the Connect menu or the Login button to log into the CMS server. When you log out, wait at least 10 seconds before trying to log in again if the single user.

If you run limit you to one of the following:

• one instance with four reports running

• four instances, each with one report running

From the controller window, you can connect to the server in either of the following ways. Note that you are limited to one instance of a login ID per server.

CentreVu

Supervisor on Windows 98, available resources

CMS is in single-user mode and you are

CentreVu

CMS

Automatic login

Opens an input window in which you type your login ID and password. When you click OK, the connection to the automatically started. If you use automatic login to connect to the

CentreVu

you are logged into the server, connection.

CMS server and the connection is broken or dropped while

CentreVu

Supervisor tries to restore the

CMS server is

Steps for automatic login

Manual login

Opens an interactive login window that requires you to type your login ID, password, the terminal type FYVXS, and then to manually log into

CentreVu

and for

1 Select Login on the Connect menu or click Login on the toolbar.

CMS. Manual login is typically used for troubleshooting,

CentreVu

CMS services and administration login IDs.

................................................................................................. ..........................................................................

...........................................

E

.................................................................

Task: startup and exit CentreVu CMS Administration

Logging into CentreVu CMS 1-4

The Login Information window opens.

................................................................................................................................

2 T ype your

CentreV u

CMS login ID in the Login ID field or select your

login ID on the list.

................................................................................................................................

3 Tab to the Password field and type your

CentreVu

CMS password.

If the Confirm Password window opens, your password has expired. Follow the prompts and type a new password.

................................................................................................................................

4 Click OK.

A message tells you that

CentreVu

ND OF STEPS

..........................................................................................................

Result

CMS server.

CentreVu

Supervisor is connecting to the

This is how the controller window looks after you log into the server. The buttons and menu items depend on how your

CentreVu

permissions are set up.

CMS user

...........................................

Task: startup and exit CentreVu CMS Administration

Logging into CentreVu CMS 1-5

Steps for manual login

1 From the controller window, select Connect |

................................................................................................................................

CentreVu

CMS Servers.

2 Select Manual Login and click OK.

................................................................................................................................

3 Select Login on the Connect menu or click Login on the toolbar.

The Manual Login input window opens.

...........................................................................................................................................................................

................................................................................................................................

4 At the login prompt, type your

................................................................................................................................

5 At the Password prompt, type your

................................................................................................................................

CentreVu

CMS login ID.

CMS password.

6 If the Enter Terminal Type prompt displays, type FYVXS

...........................................

E

.................................................................

Task: startup and exit CentreVu CMS Administration

Logging into CentreVu CMS 1-6

................................................................................................................................

7 If the Solaris prompt displays, type FPV

................................................................................................................................

8 At the Input Terminal Type prompt, confirm that the terminal type is

FYVXS. If the terminal type does not default to FYVXS, retype FYVXS

ND OF STEPS

..........................................................................................................

Result

The controllerwindow opens. This is how the controller window looks after you log into the server. The buttons and menu items depend on how your

CentreVu

CMS user permissions are set up.

...........................................

E

.................................................................

Task: startup and exit CentreVu CMS Administration

Adding new servers 1-7

Adding new servers

............................................................................................................................................................................................................................................................

Steps to start a connection

with a server:

...........................................................................................................................................................................

1 On the Connect menu, select

The Options window opens.

CentreVu

CMS Servers.

................................................................................................................................

2 Click New to add a

connection to a

CentreVu

ND OF STEPS

..........................................................................................................

CMS server from the list of available servers.

CentreVu

CMS server, Properties to change a

CMS server, or Remove to remove a

Task: startup and exit CentreVu CMS Administration

Adding new servers 1-8

Results

If you

Then... Click...

select. . .

New The Server Properties

window opens; you specify parameters for a new server in this window.

Properties The Server Properties

window opens; the fields are populated with values for the server you select.

Remove You confirm removal

in a message box to remove the server you select.

Note that with

CentreVu CentreVu

CentreVu

Supervisor Release 8, you can connect to a CMS V6 or a V8 server. If you click the wrong version of CMS, you get an error message. You will have to re-log in.

OK

...........................................

E

.................................................................

...........................................

E

.................................................................

Task: startup and exit CentreVu CMS Administration

Choosing or changing your password 1-9

Choosing or changing your password

............................................................................................................................................................................................................................................................

Overview

To choose a valid

password:

For system security, passwords are required for all

CentreVu

CMS user login IDs. If you do not type a password on your first login, the system will force you to add one.

CentreVu

only a

CMS allows users to type and change their password, but

CentreVu

CMS administrator working on the Solaris system

can replace a forgotten password. See “Task: learning and using Solaris” for the steps to do this.

Steps

................................................................................................................................

1 Choose a password with at least six characters.

................................................................................................................................

2 Choose a password with at least one number or special character, and at least

two alphabetic characters.

See “Assigning user data” in “Task: assigning user permissions” for more information on special characters.

To change your password:

ND OF STEPS

..........................................................................................................

Steps

................................................................................................................................

1 Choose a new password with at least three characters that are different from

your previous password.

................................................................................................................................

2 Type a new password in the New Password field.

................................................................................................................................

3 Retype the new password in the Retype New Password field and click OK.

ND OF STEPS

..........................................................................................................

Task: startup and exit CentreVu CMS Administration

Closing CentreVu Supervisor windows 1-10

Closing

............................................................................................................................................................................................................................................................

CentreVu

Steps

Supervisor windows

To close

• Use any of the standard Windows methods.

• Click Exit on the Connect menu. Exit closes all windo ws and quits

CentreVu

Important! If the server shuts down or changes to single-user mode, you will see a warning message before any open windows close.

Supervisor windows, do one of the following:

Supervisor.

Task: startup and exit CentreVu CMS Administration

Logging out of CentreVu CMS 1-11

Logging out of

............................................................................................................................................................................................................................................................

CentreVu

Steps

To log out of the server, do one of the following:

• Select Logout on the Connect menu. Logout is inactive if you are

• Select Logout or Exit on the toolbar.

• Select Exit on the Connect menu.

Results

If you. . . Then you see

CMS

not logged into the server.

Click. . .

this message. . .

Select Logout from the Connect menu or click Logout. .

“Are you sure you want to logout?”

OK to log off the server but keep

CentreVu

Supervisor running.

Select Exit from the Connect menu or click Exit.

“You are currently logged in. Are you sure you want to exit?”

Yes to log off the server and close

CentreVu

Supervisor.

Task: startup and exit CentreVu CMS Administration

Exiting CentreVu Supervisor 1-12

Exiting

............................................................................................................................................................................................................................................................

CentreVu

Steps

Supervisor

To exit click Exit on the toolbar.

CentreVu

Important! If you try to exit logging out of the

message, “You are currently logged in. Are you sure you want to exit?” Click Yes to automatically log off the server and exit

CentreVu

Supervisor, select Exit on the Command menu or

CentreVu

Supervisor.

CentreVu

CMS server, you will see the

Supervisor before

Task: startup and exit CentreVu CMS Administration

Task reference: general 1-13

Task reference: general

............................................................................................................................................................................................................................................................

How CentreVu CMS works

CentreVu

CMS is a software product used by businesses and organizations that have a Lucent Technologies telecommunications Enterprise Communications Server (ECS) and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) feature of the ECS. (In this information product,

the ECS is called the “switch.”)

CentreVu

CMS collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature on the switch.

The

CentreVu

CMS administrator accesses the

CentreVu

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

Solaris

CentreVu

CMS interfaces with the Solaris operating system and uses several Solaris system utilities to communicate with terminals and printers, to log errors, and to execute processes.

CentreVu

CMS works with the INFORMIX database management system, which provides an interface to the

CentreVu

CMS historical database.

ACD administration

CentreVu

CMS provides an administrative interface to the switch. From the ACD interface, you can view or change various ACD-, Call Vectoring-, and Expert Agent Selection (EAS)-related parameters on the switch, and you can 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 trunk group-to-split, trunk group-to-VDN, or VDN-to-vector assignments; start an agent trace and list the agents being traced; and create, copy, and edit call vectors. See “Task: administering call center agents” and “Task: administering your call center” for more information.

Call Vectoring

The

CentreVu

CMS Call Vectoring feature enables you to create, copy, and edit call vectors on the ECS and G3 switches. Call vectors are userdefined, call-processing programs. Call vectors direct calls to specified

Task: startup and exit CentreVu CMS Administration

Task reference: general 1-14

on-network or off-network destinations; to queues in ACD splits; to call prompting and digit collection; or to treatments such as music, recorded announcements, forced disconnect, and forced busy.

On the switch and purchased feature. All

CentreVu

CMS, Call Vectoring is a separately

CMS Call Vectoring windows are

described in this information product. A description of ECS/G3 Call

Vectoring is in “Administering call center agents” and “Administering the call center.” A description of the Vector Contents window (which you use to create, copy , and edit call v ectors) and the allowed v alues for all the vectoring commands are in “Administering the call center”. See

CentreVu Visual Vectors Version 8 User Guide585-210-932

for

more information.

Expert Agent Selection

EAS is an optional switch feature that routes incoming calls to the right agent on the first try. When you use the ACD queuing and the vector Queue-to and Check commands, a call routes to an agent that has the skills to handle that call.

With EAS, call distributi on is based on skill groups. Calls are queued to skill groups and handled by an agent who is a member of at least one of the groups for the skills a caller needs.

The ECS and G3 switches have different EAS capabilities so you need to plan ahead to add EAS. See “Task: administering call center agents” and “Task: administering the call center” for more on EAS.

If you do not have EAS, call distribution is based on splits.

Forecast

Forecast is an optional

CentreVu

CMS feature. Forecast enables you to generate reports that predict both future call traffic and the resources you will need to meet call-handling objectives. See

R3V5 Forecast

CentreVu Advocate

CentreVu

585-215-825

for more on Forecast.

Advocate is an optional switch feature that provides

CentreVu

CMS

flexibility in the way a call is selected for an agent in a call-surplus situation. See the

CentreVu Advocate User Guide 585-215-855

.

Task: startup and exit CentreVu CMS Administration

Task reference: general 1-15

ODBC

Open Database Connectivity (ODBC) is an optional feature that enables you to access data in the

CentreVu

CMS

CMS database for use in other software applications such as a spreadsheet program. With ODBC, you can access

CentreVu

CMS data directly from your

application.

Task: startup and exit CentreVu CMS Administration

Task reference: CentreVu CMS specifications 1-16

Task reference:

............................................................................................................................................................................................................................................................

Hardware platforms

Recommended PC

configuration

CentreVu

• Sun Ultra Enterprise 3000

• Sun SPARCserver 20

• Sun SPARCserver 10

• Sun SPARCserver 5

• Sun Enterprise 3500

• Sun Ultra 5

The recommended PC configuration for following:

• Intel Pentium 133 MHz processor or higher

• A hard disk drive with 50 MB of free space

• A CD-ROM drive

• 48 MB RAM or more; if you are running simultaneous

CMS specifications

CMS is certified to run on the following computers:

CentreVu

Supervisor instances in the background, you may need additional memory to maintain acceptable performance

Supervisor is the

CentreVu

• An SVGA monitor and graphics adapter that supports at least 16-

bit color and can be set to a graphics resolution of at least 800x600x256 colors

• Microsoft Windows 95, Windows 98, or Windows NT 4.0

operating system; if you are installing Windows NT 4.0 operating system, you must first install the Microsoft Service Pack 3 or higher. Microsoft also recommends that the Service Pack be re-installed after the Supervisor installation.

• A mouse compatible with the your Windows operating system

• For network connection:

– WinSock 1.1–compliant TCP/IP stack – Ethernet communications board

• For serial connection:

– Serial cable correctly wired for hardware flow control and a 16550A UART communications port

– Available COM port

CentreVu

Supervisor on a

Task: startup and exit CentreVu CMS Administration

Task reference: CentreVu CMS specifications 1-17

• For modem connection:

– At least a 19.2-Kbps modem and a 16550A UART communications port; if the modem is external, the cable must be correctly wired for hardware flow control

• For each language installed on the PC in addition to English, an

additional 5 MB of disk space

Software for a Sun platform

The following software is required for R3V8

CentreVu

CMS to

operate correctly:

• Solaris 7 Hardware 3/99 CD-ROM

• Common Desktop Environment 1.3

• Sun Online Validation Test Suite 3.1 (Software Supplement CD-

ROM)

• Solaris Online DiskSuite 4.2 (Solaris Easy Access Server CD-

ROM)

• INFORMIX-SE 7.22.UC2 CD-ROM

• INFORMIX ILS 2.11 CD-ROM

• CMS Supplemental Services CD-ROM

• INFORMIX Runtime ESQL 9.14 The following software is optional for R3V8 CMS:

• INFORMIX-SQL 7.20 UD1 CD-ROM

• SunLink HSI/P 2.0 CD-ROM (Onl y required when an HSI card is

installed on PCI platforms)

• SunLink HSI/S 3.0 CD-ROM (Onl y required when an HSI card is

installed on sBus platforms)

• SunLink X.25 Version 9.1 CD-ROM

• Bay Networks Annex Release 10.0b (only when an NTS is

installed)

• Aurora Ports 6.18 8 port and/or 5.16 16 port drivers (only when an

Aurora ports card is installed on SparcServer platforms)

• Special Asynchronous Interface PCI 2.0 (only when a SAIP card

is installed on a PCI platform)

Task: startup and exit CentreVu CMS Administration

Task reference: switches 1-18

Task reference: switches

............................................................................................................................................................................................................................................................

Switch names and releases

This release of

CentreVu

CMS is certified to run with the following

releases of Lucent Technologies switches:

•

DEFINITY®

Communications System Generic 3 Version 2 load

71 and later

•

DEFINITY

•

DEFINITY

•

DEFINITY

•

DEFINITY

•

DEFINITY

•

DEFINITY

•

DEFINITY

Communications System Generic 3 Version 3 Communications System Generic 3 Version 4 G3V5 Enterprise Communications Server Release 5 Enterprise Communications Server Release 6 ECS R7 ECS R8

Task: startup and exit CentreVu CMS Administration

Task reference: terminals 1-19

Task reference: terminals

............................................................................................................................................................................................................................................................

Terminal requ i re ments

Approved terminals

You can use the display terminals connected to your computer to access

CentreVu

CMS administration and reporting capabilitie s. You can also access the Solaris system from these terminals. If you use terminals incompatible with the terminals within the

CentreVu

CMS or if you do not properly identify

CMS environment, or if you do not properly set up the terminal options, the terminals may not work correctly.

The following terminals are approved for use with

CentreVu

CMS:

• 605MT monochrome

• 615MT monochrome

• 615CMT color

• 620MTG multitasking graphics

• 705MT monochrome

• 715BCS monochrome

• 2900/AWTC color

• 4000/SWTC color

Troubleshooting

• DATASPEED 4425 monochrome

• 260 LS terminal

If the screen on a terminal becomes garbled or confused, redraw the screen by using Ctrl+L or select the Redraw menu item from the Window Screen Labeled Key (SLK).

See

CentreVu

Installation and Maintenance 585-215-868

CMS R3V8 Sun SPARCserver

Computer Hardware

for information about

other terminal requirements and for troubleshooting. Also see

CentreVu 874

.

CMS R3V8

Terminals, Printers, and Modems 585-215-

Task: startup and exit CentreVu CMS Administration

Task reference: printers 1-20

Task reference: printers

............................................................................................................................................................................................................................................................

Printer req u irements

Printers for your system

Note that:

• All

• All printers are named during

CentreVu

CMS sites need at least one system printer for

CMS reports, error logs, and so forth.

CentreVu

CMS installation so you

should know the names of these printers.

• During

CentreVu

CMS installation one printer is identified as the

default printer and must be administered via Commands SLK.

• When you send a

CentreVu

CMS print request, the print job is normally routed to the default printer , unless you have changed the printer destination.

• For

CentreVu

Supervisor users, the default printer is the printer

directly connected to your PC or available to you via your LAN.

•Each

CentreVu

CMS login ID can be assigned a printer.

To identify the correct printer for your system, contact your local Lucent distributor or representative.

Task: startup and exit CentreVu CMS Administration

Task reference: CentreVu CMS support services 1-21

Task reference:

............................................................................................................................................................................................................................................................

Helpline and training

CentreVu

Lucent Technologies offers Helpline support tailored to the specific needs of your company and your enhance the value of your training courses and training packages on administration, data analysis, and report design.

CMS support services

CentreVu

CMS investment, Lucent offers

CMS system. To further

CentreVu

CMS

Task: startup and exit CentreVu CMS Administration

Task reference: using the Helpline 1-22

Task reference: using the Helpline

............................................................................................................................................................................................................................................................

If you have a problem

Provide information

If you have a problem with Technologies Customer Care Helpline at

CentreVu

CMS, call the Lucent

(800) 242-2121

to report the problem and obtain a trouble ticket number. For customers outside the United States and Canada, please contact your local Lucent distributor or representative.

The Customer Care Helpline is staffed by trained

CentreVu

CMS technicians at the Technical Service Center (TSC). The technicians at TSC will try to fix your problem in a timely manner. If they cannot fix it, they will escalate the problem to a higher level of customer support.

When you call the Helpline, be sure to report the problem as a

“

CentreVu

Call Management System R3V8 problem” and be prepared

to give the following information:

• Your full name, your organization, and a phone number where a

Lucent Technologies representative can contact you about the problem.

• The installation location (IL) number.

The IL number is a 10-digit number from a Lucent Technologies database that identifies the details of your

CentreVu

CMS

installation and environment.

• The

DEFINITY

and

CentreVu

CMS release information.

• The CPU type and speed.

• The Windows operating system (if you are using

CentreVu

Supervisor.)

• A description of the problem.

• The type of service contract your organization has with Lucent

Technologies, if any. If your system is not covered by warranty or a service contract,

you will be invoiced for the Helpline troubleshooting. A service contract may provide coverage for business hours only or for twenty-four hours a day, seven days a week. Alternatively, the contract may provide you with a technician dedicated to your installation.

Task: startup and exit CentreVu CMS Administration

Task reference: CentreVu CMS training classes 1-23

Task reference:

............................................................................................................................................................................................................................................................

Training included with

Available courses

CentreVu

software

CMS training classes

Training for one person on reports is included with the price of the price is not for each ACD). Your Lucent Technologies project manager should call 800-255-8988 to schedule the appropriate classes for you. For training outside the United States, contact your local Lucent distributor or representative.

Call 800-255-8988 for a list of available courses.

Entitlement training is moving from instructor-led training to distance learning throughout 2000. See Document 300 for current entitlement offers. Document 300 can be found at http://training.gbcset.lucent.com, select Customer Training, On-Line Materials, Summary of Training Seats, Document 300.

Use price element codes (PECs) only if you are enrolling people in addition to the person who receives training at no charge.

CentreVu

CMS administration and custom

CentreVu

CMS software. (The

CMS training

Upgrade training

If you are upgrading from entitled to enroll in an administration course. Additional people may enroll at their own expense. One or more people may enroll in additional courses at their own expense.

Other

You may benefit by taking further courses (at additional charge) in the following subject areas:

• Traffic theory/data analysis

• Host computer administration

• Switch administration

• You automatically receive the following Individualized Learning

Programs (booklets) after one of your call center's employees is enrolled in the

• ACD fundamentals

• Call Vectoring and EAS basics

CentreVu

CMS training

Advocate

CentreVu

CMS administration course:

CMS Release 2, one person is

Task: startup and exit CentreVu CMS Administration

Task reference: CentreVu CMS training classes 1-24

Navigating CentreVu® Supervisor CentreVu CMS Administration

2-1

®

2 Navigating

CentreVu

Supervisor

Overview

............................................................................................................................................................................................................................................................

Purpose

In this task you will find the following procedures:

• Using the controller window before you log into the server

• Using the controller window after you log into the server

• Using the features common to all

• Using the selector windows

• Using the input windows

• Using the browse buttons

• Using the history list

CentreVu

procedures that follow show you how to navigate Supervisor.

Supervisor is your interface to

CentreVu

Supervisor windows

CMS. The

CentreVu

...........................................

Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the controller window before you log into the server 2-2

Using the controller window before you log into the server

............................................................................................................................................................................................................................................................

Overview

Steps

This is how the main

controller window

CentreVu

Supervisor window, called the

, looks before you log into the server.

1 Use the system menu field; the title bar; the maximize, minimize, and

close buttons; and the menu bar as you normally do in Windows.

................................................................................................................................

2 Move your cursor over each button on the toolbar to see a tooltip

describing what that button does (the status bar at the bottom of the window also shows the description when your cursor is on the toolbar button).

...........................................................................................................................................................................

................................................................................................................................

3 From the menu bar, access the Connect, Tools, and Help menus.

................................................................................................................................

4 From the Connect menu, select Login to open the Automatic Login

window (unless you ha ve set manual login), click CMS S ervers to go to the CMS Servers tab on the Options window, and click Exit to close

CentreVu

................................................................................................................................

Supervisor.

5 From the Tools menu, select Options to open the Options window,

where you can view or change connection settings.

................................................................................................................................

6 The Advanced menu takes you to the Advanced window, which is used

for debugging. Do not change the settings in this window unless you are instructed to do so by a Lucent representative.

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Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the controller window before you log into the server 2-3

................................................................................................................................

7 Use the Login Status indicator on the status bar to see your login status.

This is a green light if you are logged into the server and a gray light if you are not logged into the server.

................................................................................................................................

8 From the Help menu, click Contents to access the Help Topics window

and the

CentreVu

Supervisor table of contents, click T echnical Support

to see technical support information, and click About to see the

CentreVu

Supervisor software version number. You can also press F1

to access Help Topics.

ND OF STEPS

..........................................................................................................

...........................................

Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the controller window after you log into the server 2-4

Using the controller window after you log into the server

............................................................................................................................................................................................................................................................

Overview

Steps

When you are logged into the

CentreVu

CMS server, the toolbar, status bar, and menu bar on the controller window offer additional functions. Your

CentreVu

CMS user permissions determine which

toolbar buttons and menu options you can use.

1 From the Connect menu, select Logout to log off the server at any time,

or select Exit to see a logout prompt and then click Yes to close

CentreVu

................................................................................................................................

Supervisor.

2 From the Commands menu, select Reports to open the Reports selector

window; select Dictionary to open the Dictionary selector window; select Exceptions to open the Exceptions selector window; select Agent Administration to open the Agent Administration selector window; select Call Center Administration to open the Call Center Administration selector window; and select Report Wizard to build a custom report and see data in charts, tables, or a combination of both.

...........................................................................................................................................................................

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Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the controller window after you log into the server 2-5

................................................................................................................................

3 From the Tools menu, select Options to choose report colors and other

similar options; select Add Button to start the Add Button wizard, which helps you create a custom or standard button and add it to the toolbar; select Remove Button to remo v e a b utton from the toolbar; sel ect CMS System Setup to open the CMS System Setup selector window; select Maintenance to open the Maintenance selector window; and select User Permissions to open the User Permissions selector window.

................................................................................................................................

4 On the menu bar, select Scripts to view the drop-do wn menu, then click

the item for the action you want to automate through scripting.

................................................................................................................................

5 On the toolbar, click a button to see the drop-down description of the

button’s function

ND OF STEPS

..........................................................................................................

Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the controller window after you log into the server 2-6

Reference

Default toolbar buttons

Use this button... To do this...

Options Access the window to change your

login options Logout Disconnect from the server Reports Open the Reports selector window Dictionary Open the Dictionary selector window Exceptions Open the Exceptions selector window Agent Administration Open the Agent Administration

selector window Call Center Administration Open the Call Center Administration

selector window Report Wizard Build a custom report

CentreVu

Setup

CMS System

Open the System Setup selector

window Maintenance Open the Maintenance selector

window User Permissions Open the User Permissions selector

window

Exit

CentreVu

Status bar indicators

These indicators on the status bar tell you about the state of

Supervisor

CentreVu

CMS:

This indicator... Displays... Login status A green light if you are

connected to the

CentreVu

CMS, a gray light if you are not connected

Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the controller window after you log into the server 2-7

This indicator... Displays... Exception counter An exception count of the ACDs

for which you have exceptions permissions; the count is cleared to zero at the beginning of an interval

ACD status Icons for the ACDs that are

supported in your call centers by

CentreVu

CMS; if the link to an ACD is do wn, the icon is crossed out. If the

CentreVu

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; if you put your mouse over an indicator a tooltip shows the name of the ACD

Date and time Date and time of the

CentreVu

CMS server you are logged into

Status bar messages

Any of these messages may display on the status bar:

This message... Displays when... Working Successful Error A syntax error is found in a field,

an error message with field help displays.

Failed An action request cannot

complete. An Acknowledgment window explains why the request failed.

Does not exist A record you are trying to

change, delete, or search for is not in the database.

Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the controller window after you log into the server 2-8

This message... Displays when... Already exists A record you are trying to add is

in the database: this message also displays when you try to add a range of items, some of which exist and some of which do not; the ones that do not exist are added to the database and the ones that already exist are left unchanged.

Cancelled You cancelled a potentially

destructive action in an acknowledgment window.

No matches found A Find one action completes.

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Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the features common to all CentreVu Supervisor windows 2-9

Using the features common to all

............................................................................................................................................................................................................................................................

Overview

The features that are common to all the system tray icon, the

CentreVu

Supervisor windows

CentreVu

Supervisor menus, and the help

Supervisor windows are

system. The system tray icon is covered next.

Steps

1 Click the system tray icon to see a list of all the

CentreVu

Supervisor windows you hav e open, then select a window on the list to make it the current window.

................................................................................................................................

2 Double-click the system tray icon to make the controller the current

window or to bring another window to the front. Several icons may be displayed:

• If the

CentreVu

Supervisor icon is displayed, the controller is the

current window.

...........................................................................................................................................................................

• If the caution icon is displayed, all reports that are running with a

caution condition are brought to the front.

• If the warning icon is displayed, all reports that are running with a

warning condition are brought to the front.

................................................................................................................................

3 Control the sort order of the system tray icon and turn the feature on and

off from Tools | Options | General.

ND OF STEPS

..........................................................................................................

Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the selector windows 2-10

Using the selector windows

............................................................................................................................................................................................................................................................

Overview

Steps

Selector windows take you to input and reports windows for all your actions (except scripting, which has its own button on the Commands window and on selector windows).

Selector windows typically have an Operations tab and a Reports tab. The exceptions are the Commands | Reports selector window, which has Real-Time, Historical, and Integrated tabs, and the Tools | Options window, which has General, Report Colors, Threshold Colors, Name Format, Scripting, and CMS Servers tabs.

...........................................................................................................................................................................

1 Here is an example of a selector window.

On the selector window for the action you want, check that the ACD selected in the ACD f ield is the one you w ant for this action. If not, use the down arrow to see a list of ACDs, highlight the one you want, and select OK.

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.................................................................

Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the selector windows 2-11

................................................................................................................................

2 Select a folder tab to bring the window you want to the front, then use

the up and down arrow keys or your mouse to highlight the item for which you want to open an input or reports window and click OK (or choose a tab and double-click an item).

ND OF STEPS

..........................................................................................................

Results

The input or reports window opens.

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Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the input windows 2-12

Using the input windows

................................................ .................. ................................... ................. .................. ................. ................................... .................. .................. ................. ...........

Overview

Steps

On the input windows, the Actions menu lists the actions you can choose from for that input window; the Edit menu lists the normal Windows functions; and the Help menu lists your help options.

...........................................................................................................................................................................

1 Highlight the action you want on the Actions menu and click OK.

................................................................................................................................

2 Click the down arrow at the right of the input field or click the Browse

button at the far right of the input field to see the valid entries for the input field. Use the History list to see information that was previously entered in the input field.

................................................................................................................................

3 Check that the ACD in the box at the lower right-hand corner of the

window is the one you w ant for this acti on. If not, return to t he selector window and change the ACD.

................................................................................................................................

4 Highlight or enter the item you want in the input field and select OK.

................................................................................................................................

5 Repeat Steps one through four to enter additional items on the input

window.

ND OF STEPS

..........................................................................................................

Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the input windows 2-13

Input window options

These additional steps may further help you use input windows:

Use this option... To do this...

Menu bar Choose from a list of actions,

edit options, and online help

Toolbar button Add, change, or delete your

input Input fields Type your input History list View a list of previous inputs Browse button Browse valid inputs Current ACD View the ACD that your inputs

apply to

Actions menu items

Select this... To do this.

.. Add Add your inputs to the database Cancel Cancel your inputs Copy Group/Create Create a new agent group from

an existing one

Delete Delete your input from the

database

Exit Exit this window and other open

windows

Find one Search the database for values

that match the values in this window

Get contents Access the members of the agent

group

List all List all values that match the

values in this window

List devices List all the devices in the

Maintenance Backup/Restore Devices window

Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the input windows 2-14

Select this... To do this.

.. Modify Change the database value to

reflect your inputs

Next After you select Find One,

display the next match found

Previous After you select Find One,

display the previous match found Run/Start Start the process for this window . Select tables Select tables to back up or

restore Script Automate your activities

Reference

Rules for input fields: CentreVu

CMS has three classes of input field: name (synonym), field description, and number. This section describes the rules that apply to each class.

Name (synonym)

A name (synonym) field:

• Must begin with an alphabetic character. Characters are case

sensitive.

• Can be one to twenty characters. Letters, numbers, underscores (

B), blanks, commas ( ), periods ( ), and plus signs ( ) are valid.

Pattern-matching (see below) is not allowed in a name (synonym) f ield, except in the Dictionary. For example, in a report input windo w ha ving a Split(s)/Skill(s) field, you can type a list of splits/skills or a range of numeric splits/skills, but you cannot type 6D.

Field description

A field description can be one to fifty characters. All keyboard characters are allowed except backslash ( ?), grave accent ( C), tilde (

a ), double quotes ( ), pipe symbol ( _), asterisk ( ), and question

mark ( ").

Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the input windows 2-15

Pattern-matching

Here are some guidelines for using

CentreVu

CMS pattern-matching.

• If you know your entry begins with the letters “ ac,” you can type

DF in a description field. The asterisk ( ) matches any number of

characters that follow the “ac.” You might have several matches, no match, or only one match. If you type only an  in a field, you get a list of all entries in the

CentreVu

CMS database for that

particular field.

• You cannot use an  or " to search for strings in entity name input

fields that are labeled with (s) — for example, Split(s).

• A question mark ( ") matches a single character in the search

pattern. So if you type DF" in a f ield, the result ing matches w ould be items in the

CentreVu

CMS database that begin with DF and

have three letters (for example, DFG).

• You can leave the field blank to get a list of all entries in the

CentreVu

CMS database for that particular field.

Number

A numeric entry can be a single item, a range, a list, or a combination of range and list.

• Type a range by placing a hyphen between items (for example,

login IDs 1000–1053). A numeric range cannot include more than 1000 numbers. For

example, 1000–1999, 1050–2049, and 2000–2999 are valid, but 1000–2000 is not valid.

• Type a list by placing a semicolon between entries (for example,

login IDs 1002;1100; 2022).

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Navigating CentreVu® Supervisor CentreVu CMS Administration

Using th e browse buttons 2-16

Using the browse buttons

............................................................................................................................................................................................................................................................

Overview

Steps

A browse button is found to the right of the input field on most input windows.

If your input is for a single value (such as a split/skill, vector, agent, VDN, trunk, or trunk group), do the following:

................................................................................................................................

1 From an input window, select Browse.

A single-value browse window like the one below opens.

................................................................................................................................

2 Click the name or number of the value you want and click OK.

The input window reopens and the input field is populated with the name of the value you chose in the browse window.

ND OF STEPS

..........................................................................................................

...........................................

Navigating CentreVu® Supervisor CentreVu CMS Administration

Using th e browse buttons 2-17

Steps

If your input is for multiple value instances of a value (such as split/ skill, vector, agent, VDN, trunk, or trunk group) do the following:

................................................................................................................................

1 Select Browse.

................................................................................................................................

2 In the Choices field, click the names of the entities you want.

You can select the entities individually or select a range. To select a range:

1. Select the Range of... option.

2. In the First input field, type a beginning entity number for the

range.

3. Tab to the Last input field.

4. In the Last input field, type an ending entity number for the range. For example, if your cal l center has skills 1, 2, 3, 4, and 5, and you want

to select all of them, you can type  in the First input field and then type

 in the Last input field.

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Navigating CentreVu® Supervisor CentreVu CMS Administration

Using th e browse buttons 2-18

................................................................................................................................

3 Click Add after every selection (or double-click each selection on the

Available list) to transfer it to the Selected list for input. Click Remove to delete a choice from the Selected list and return it to the A v ailable list.

................. ........... ......... ............ ......... ........... ......... ............ ............ ........ ............ ......

4 Click OK.

ND OF STEPS

..........................................................................................................

Results

• The entities you highlighted in the Choices field and/or the range

you specified are now listed in the Selected field.

• The input window opens and the input field is populated with the

names/numbers of the entities that you selected in the browse window.

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E

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Navigating CentreVu® Supervisor CentreVu CMS Administration

Using the history list 2-19

Using the history list

............................................................................................................................................................................................................................................................

Overview

Steps

To the left of each entry in an input field on an input window is a dropdown history list. If you are connected to multiple servers, you have a history list for each

CentreVu

CMS.

CMS

1 Open an input window . For instance, from the controller window, select

the Dictionary selector window , and then select Call Work Codes on the operations tab.

The Call Work Codes input window opens.

...........................................................................................................................................................................

Put the cursor in the input field.

................................................................................................................................

2 Select History List.

................................................................................................................................

3 Highlight the item you want to add to the input field.

ND OF STEPS

..........................................................................................................

Results

The history list closes and the item is added to the input field.

Navigating CentreVu® Supervisor CentreVu CMS Administration

Task reference 2-20

Task reference

............................................................................................................................................................................................................................................................

Map of the CentreVu

Supervisor user interface

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

3-1

3 Task: naming your call center

entities in the Dictionary

Overview

............................................................................................................................................................................................................................................................

Purpose

In this task you will find the following procedures:

• Adding, deleting, or changing ACDs

• Creating or copying agent groups

• Viewing, listing, adding, or deleting agents in an agent group

• Changing agent string values

• Viewing, adding, or changing announcement synonyms

• Viewing, adding, deleting, or changing AUX reason code names

• Viewing, adding, or creating calculations

• Viewing, adding, deleting, or changing call work codes

• Adding constants to the database

• Defining your own database items

• Changing generic string values synonyms

• Searching the Dictionary globally

• Viewing, adding, deleting, or changing location IDs

• Viewing, adding, or changing login ID names

• Viewing, adding, or changing logout reason code names

• Viewing or changing split/skill string values

• Viewing, adding, deleting, or changing split/skill names

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

3-2

Prerequisites

• Viewing

CentreVu

®

CMS database items

• Viewing, adding, deleting, or changing trunk group names

• Viewing or changing trunk string values

• Viewing, adding, deleting, or changing VDN names

• Viewing, adding, deleting, or changing vector names

• Running Dictionary reports

The following rules apply to the Dictionary:

• Names (synonyms) must begin with an alphabetic character.

• Dictionary names can have from one to 20 characters.

• Names can include the underscore (_), blank ( ), comma (,), period

(.), single quotes ('), and plus sign (+). Blanks ( ) are allowed in all Dictionary names

except

calculation and constant names.

• Descriptions in the Dictionary can have from one to fifty

characters. Descriptions can include all printable characters

except

the semicolon (;), backslash (\), grave accent (`), tilde (~),

double quotes (“), pipe (|), asterisk (*), and question mark (?).

Permissions

• Names must be unique within each section of the Dictionary. For

example, you can name trunk group 1

sales

, but you cannot name split/skill 1

sales

.

• See the “Reference” section in “Task: navigating

sales

and split/skill 1

sales

and split/skill 2

CentreVu

Supervisor” for information on searching string fields.

These permissions apply to naming your call center entities in the Dictionary. See “Task: assigning user permissions” for more information.

• To add, delete, or change an ACD name, you need write

permission for the Dictionary command and for the ACD.

• To vie w A C D names, you need read permission for the Dictionary

command and for the ACD.

• To view agent groups, you need read permission for the

Dictionary command.

• To create or copy an agent group, you need write permission for

the Dictionary command.

• To view agent groups, you need read permission for the

Dictionary command.

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

3-3

• To add, delete, or change an agent group, you need write

permission for the Dictionary command.

• To view agent string values, you need read permission for the

Dictionary command.

• To change any agent string value, you need write permission for

the Dictionary command.

• To add, change, or view announcements, you need read

permission for the Dictionary command.

• To change any announcement, you need write permission for the

Dictionary command.

• To view AUX reason code names, you need read permission for

the Dictionary command.

• To add, delete, or change an AUX reason code name, you need

write permission for the Dictionary command.

• To view calculations, you must have read permission for the

Dictionary command.

• To change or create a new calculation, you need write permission

for the Dictionary command.

• To view call work code names, you need read permission for the

Dictionary command.

• To add, delete, or change a call work code name, you need write

permission for the Dictionary command.

• To view a constant, you need read permission for the Dictionary

command.

• To add, delete, or change a constant, you need write permission

for the Dictionary command.

• To create custom database items, you need write permission for

the Dictionary command .

• To view generic string values, you need read permission for the

Dictionary command.

• T o change any v alue, you need write permission for the Dictionary

command.

• T o search for anything in the Dictionary, you need read permission

for the Dictionary command.

• To view Location IDs, you need read permission for the

Dictionary command.

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

3-4

• To add, delete, or modify Location IDs or agent names, you need

write permission for the Dictionary command.

• To view login IDs, you need read permission for the Dictionary

command.

• T o add, delete, or change login IDs or agent names, you need write

permission for the Dictionary command.

• To view logout reason code names, you need read permission for

the Dictionary command.

• To add or change a logout reason code name, you need write

permission for the Dictionary command. See “Task: assigning user permissions” for more information.

• To view split/skill string values, you need read permission for the

Dictionary command.

• To change split/skill string values, you need write permission for

the Dictionary command.

• To list the assigned split or skill names, you need read permission

for the Dictionary command and for the appropriate split/skill.

• To add, delete, or change a split or skill name, you need write

permission for the Dictionary command and the appropriate split or skill.

• To view the database items, you need read permission for the

Dictionary command.

• To list the assigned trunk group names, you need read permission

for the Dictionary command and for the appropriate trunk group.

• To add, delete, or change a trunk group name, you need write

permission for the Dictionary command and for the appropriate trunk group.

• To view any trunk string values, you need read permission for the

Dictionary command.

• To make any changes to trunk string values, you need write

permission for the Dictionary command.

• To list names already assigned to VDNs, you need read

permission for the Dictionary command and for the specific VDNs and other entities (split/skills, agents, etc.) whose names you want to see.

• T o add, delete, or change a VDN name, you need write permission

for the Dictionary command and the appropriate VDN and other entities (split/skills, agents, etc.).

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

3-5

• To list assigned vector names, you need read permission for the

Dictionary command and for the specific vectors whose names you want to see.

• To add, delete, or change a vector name, you need write

permission for the Dictionary command and for the appropriate vector.

• To generate a report, you need read permission for the Dictionary

command.

Use the steps that follow to name your call center entities in the Dictionary.

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Adding, deleting, or changing ACDs 3-6

Adding, deleting, or changing ACDs

............................................................................................................................................................................................................................................................

Prerequisites

Steps

Note that:

• You can add, delete, or change an ACD name regardless of the

ACD you have selected. For example, you could be in ACD 1 and change the name for ACD 3. This change does not appear on the changed ACDs window border until you open a new window.

• You can only change ACDs in the selector window or during a

backup. Note that if you change ACDs during a backup, you need to close and restart the backup to register the change. See “Task: maintaining

CentreVu

CMS” for more information on backup

procedures.

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

...........................................................................................................................................................................

................................................................................................................................

2 Select ACDs.

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Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Adding, deleting, or changing ACDs 3-7

The ACDs input window opens.

................................................................................................................................

3 In the ACD Name box, type the ACD name you want to add, delete, or

change.

................................................................................................................................

4 In the ACD Number box, type a number between one and 26 that

corresponds with the name you entered in the ACD Name field.

................................................................................................................................

5 In the Description box, type descriptive information about the ACD.

................................................................................................................................

6 On the Actions menu, select Add to add your changes to the Dictionary.

ND OF STEPS

..........................................................................................................

Reference

The name you assign to an ACD in the Dictionary displays on all reports and window titles associated with that ACD (real or pseudo).

You can script the ACDs window and schedule the script. See “Task: automating your activities with scripting” for more information.

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Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Creating or copying agent groups 3-8

Creating or copying agent groups

............................................................................................................................................................................................................................................................

Overview

Steps

You can create and copy agent groups and group agents to meet the needs of your call center regardless of split/skill assignment. For example, you can create a group for new employees or a group for employees with special skills.

To create an agent group:

................................................................................................................................

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 In the ACD field, select the arrow for the drop-down menu, then select

the ACD for which you want to create the agent group. Select OK.

................................................................................................................................

3 Select Operations | Agent Groups.

The Agent Groups input window opens.

................................................................................................................................

4 Type a descriptive name of the agent group that you want to create.

................................................................................................................................

5 Select Add on the Actions menu or select Add on the toolbar.

ND OF STEPS

..........................................................................................................

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Creating or copying agent groups 3-9

Steps

To copy an agent group:

................................................................................................................................

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 In the ACD field, select the arrow for the drop-down menu, then select

the ACD for which you want to copy the agent group. Select OK.

................................................................................................................................

3 Select Operations | Agent Groups.

The Agent Groups input window opens.

................................................................................................................................

4 Type the new agent group name.

................................................................................................................................

5 Select Copy on the Actions menu or select Copy on the toolbar.

...........................................

E

.................................................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Creating or copying agent groups 3-10

The Agent Groups-Copy window opens.

................................................................................................................................

6 T ype the name of the existi ng agent group from which you want to cop y

information.

................. ...... ..... ...... ...... ......... ...... ...... ...... ..... ...... ...... ...... ...... ......... ..... ...... ...... ......

7 Select Copy on the Actions menu or select Copy on the toolbar.

ND OF STEPS

..........................................................................................................

Reference

You can generate reports on the groups you create. With these reports, you can compare agents in a group to each other or compare one whole group with other groups. If you add or change agent groups while displaying the real-time agent group report, you have to exit the report window and rerun the report to see the new or changed agent group

information. See “Task: running, printing, exiting, and restarting a report” for more information.

You can script the Agent Groups window and schedule the script. See “Task: automating your activities with scripting” for more information.

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, listing, adding, or deleting agents in an agent group 3-11

Viewing, listing, adding, or deleting agents in an agent group

............................................................................................................................................................................................................................................................

Overview

Steps

You can list and view all agents in an agent group and assign an agent to a new or existing agent group.

To list and view all agents in an agent group:

................................................................................................................................

1 From the controller window, choose Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 Select Operations | Agent Groups.

The Agent Groups input window opens.

................................................................................................................................

3 In the Agent group name field, type the name of the agent group for

which you want to list and view the agents.

................................................................................................................................

4 Select Get contents on the Actions menu or select Get contents on the

toolbar.

...........................................

E

.................................................................

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, listing, adding, or deleting agents in an agent group 3-12

The Agent Groups – Get Contents window opens.

................................................................................................................................

5 Select List all on the Actions menu or on the toolbar.

The Agent Groups – List All window opens, showing the list of all agents in the agent group you chose in Step 3.

................................................................................................................................

6 When you are done viewing the agents, close the window.

ND OF STEPS

..........................................................................................................

Steps

To add agents to an agent group:

................................................................................................................................

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 Select Operations | Agent Groups.

...........................................

E

.................................................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, listing, adding, or deleting agents in an agent group 3-13

The Agent Groups input window opens.

................................................................................................................................

3 In the Agent group name box, type the name of the agent group to which

you want to add agents.

................................................................................................................................

4 Select Get Contents on the Actions menu or on the toolbar.

The Agent Groups – Get Contents window opens.

................................................................................................................................

5 In the Login IDs field, type the agent login IDs to add to this agent

group.

................................................................................................................................

6 Select Add on the Actions menu or on the toolbar.

ND OF STEPS

..........................................................................................................

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, listing, adding, or deleting agents in an agent group 3-14

Steps

To delete agents from an agent group:

................................................................................................................................

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 Select Operations | Agent Groups.

The Agent Groups input window opens.

................................................................................................................................

3 In the Agent group name box, type the name of the agent group from

which you want to delete agents.

................................................................................................................................

4 Select Get contents on the Actions menu or on the toolbar.

The Agent Groups – Get Contents window opens.

...........................................

E

.................................................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, listing, adding, or deleting agents in an agent group 3-15

................................................................................................................................

5 In the Login IDs field, type the agent login IDs you wan t to delete from

this agent group.

................................................................................................................................

6 Select Delete on the Actions menu or select Delete on the toolbar.

................................................................................................................................

7 When you are done deleting the agents, close the window.

ND OF STEPS

..........................................................................................................

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Changing agent string values 3-16

Changing agent string values

............................................................................................................................................................................................................................................................

Overview

Steps

Agent string values are the descriptive words in reports dealing with agents. These words, such as ACD, ACW, or AUX, describe the value of the data. Strings are changed to the values you administer when they display as data in a report. The report heading is not affected.

...........................................................................................................................................................................

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 Select Operations | Agent String Values.

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Changing agent string values 3-17

The Agent String Values input window opens.

................................................................................................................................

3 To change any of the work-mode default names, type the new

descriptive word in the appropriate work mode field. Agents can be in any one of the following work modes:

• ACD — the agent is on an ACD call.

• ACW — the agent is in the after-call work mode.

• AUX — the agent is in the auxiliary work mode.

• AVAIL — the agent is available to take an ACD call.

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Changing agent string values 3-18

• DACD — the agent is on a direct agent ACD call.

• DACW — the agent is in the after-call work mode for a direct

agent ACD call.

• OTHER — the agent has just logged in and

CentreVu

CMS has not yet been notified of the agent's state, or the agent is dialing to place an extension call while in auto-in/manual-in (AI/MI), or the agent is in AI/MI and has an extension call ringing, or the agent has put a call on hold and has taken no further call-related action.

• RINGING — an ACD call is ringing at the agent's voice terminal and the agent is not doing anything else.

• UNKNOWN —

CentreVu

CMS does not recognize the current

state.

• UNSTAFF — the agent is not logged in (is not staffed).

................................................................................................................................

4 To change the agent trace, work-mode default names, type the new

descriptive word next to LOGON or LOGOFF.

• LOGON — an agent is logged in.

• LOGOFF — an agent is logged out and is not available to take ACD calls.

................................................................................................................................

5 To change the call-handling preference default names, type the new

descriptive word next to LEVEL or NEED or PERCENT.

• LEVEL — the agent's call-handling preference is by skill level.

• NEED — the agent's call-handling preference is by greatest need.

• PERCENT — the agent's call-handling preference is based on an assigned percentage of time allocated to each skill.

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Changing agent string values 3-19

................................................................................................................................

6 To change the reserve-level default names, type the new descriptive

word next to Reserve1 or Reserve2.

• Reserve1 — the agent begins answering calls when the skill's 1st threshold is crossed.

• Reserve2 — the agent begins answering calls when the skill's second threshold is crossed.

................................................................................................................................

7 To change the call-direction default names, type the new descriptive

word next to IN or OUT.

• IN — the agent is on an incoming call.

• OUT — the agent is on an outbound call.

................................................................................................................................

8 To change the call-origination default names, type the new descriptive

word next to PHONE or KEYBOARD. Agents can be on either of the following types of outbound calls:

• PHONE — the agent dialed an outbound call using the voice terminal dial pad.

• KEYBOARD — the agent dialed an outbound call using the computer keyboard.

................................................................................................................................

9 To change the call-destination default names, type the new descriptive

word next to PBX or OFF.

• PBX — internal to the switch.

• OFF — external to the switch.

................................................................................................................................

10 To change the agent role default names, type the new descriptive word

next to TOP, ALLOCATED, BACKUP, ROVING, and RESERVE.

• TOP — the agent can be counted on to answer the skill's calls (unless an agent's other skills go into overload).

• ALLOCATED — the agent has a percentage of his/her time allocated to answering the skill's calls.

E

.................................................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Changing agent string values 3-20

• BACKUP — the agent helps to answer the skill's calls when his/ her top skill is not busy.

• ROVING — the agent answers a skill's calls when this skill has the greatest need.

• RESERVE — the agent helps answer the skill's calls when the skill is over threshold. Thes e roles v ary a ccording to call-handling preference.

ND OF STEPS

..........................................................................................................

Reference

If you assign values that are longer than 20 characters, the values are truncated when they are displayed on those reports. You can, however, create a similar custom report that accommodates the longer string values.

Any change to the agent string values affects what you see in the descriptive data (word) fields on your agent reports. See “Task: running, printing, exiting, and restarting a report” for more information.

You can script the Agent String V alues window and schedule the script. See “Task: automating your activities with scripting” for more information.

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, or changing announcement synonyms 3-21

Viewing, adding, or changing announcement synonyms

............................................................................................................................................................................................................................................................

Overview

Prerequisites

Steps

You can view, add, or change announcement synonyms for each ACD.

Note that:

• Announcement names must be unique.

• Multiple values are not allowed for announcement names or numbers.

...........................................................................................................................................................................

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 On the Operations tab, select Announcements.

The Announcements input window opens.

................................................................................................................................

3 In the Announcement Name field, type the name that you want to view ,

add, or change.

................................................................................................................................

4 In the Announcement Number field, type the number that corresponds

to the name you typed in the Announcement Name box.

...........................................

E

.................................................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, or changing announcement synonyms 3-22

................................................................................................................................

5 In the Description field, type the descriptive information for the

announcements.

................................................................................................................................

6 On the Actions menu, select Add to add your changes to the Dictionary.

ND OF STEPS

..........................................................................................................

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, deleting, or changing AUX reason code names 3-23

Viewing, adding, deleting, or changing AUX reason code names

............................................................................................................................................................................................................................................................

Overview

Prerequisites

AUX reason codes enable a call center to track an agent’s time when the agent is in the AUX work mode. You can view, add, delete, or change AUX reason code names by selecting A UX Reason Codes from the Dictionary menu.

Complete the AUX Reason Codes window if you want names associated with your AUX reason codes to appear in the A UX Reasons Code standard real-time and historical reports.

Note that:

• AUX reason codes are single digits, zero through nine.

• AUX reason code names can be up to 20 characters long.

• AUX reason code 0 is used for cases in which the switch automatically puts an agent into AUX work mode. You can change this name.

• To use AUX reason codes, your switch must have EAS.

• Names must be unique within an A CD. No two AUX reason codes in the same ACD can have the same name.

Steps

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 Select Operations | AUX Reason Codes.

...........................................................................................................................................................................

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, deleting, or changing AUX reason code names 3-24

The AUX Reason Codes input window opens.

................................................................................................................................

3 In the AUX Reason Code name field, type the name for the A UX reason

code.

................. ......... ........ ...... ......... ......... ...... ........ ......... ......... ...... ......... ........ ......... ......

4 In the AUX Reason Code field, type the one-digit AUX reason code

number, between zero and nine.

................................................................................................................................

5 In the Description field, type the description for this AUX reason code.

................................................. ...............................................................................

6 To view the list of all AUX reason codes with their assigned names and

descriptions, select List all on the Actions menu.

...........................................

E

.................................................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, deleting, or changing AUX reason code names 3-25

The AUX Reason Codes – List All window opens.

................................................................................................................................

7 When you are done viewing A UX reason code names, close the window .

ND OF STEPS

..........................................................................................................

Reference

AUX reason code names display on real-time reports that include the agent state. AUX reason code names also display on report showing numbers of agents in each AUX reason code. If you make changes to A UX reason code names, you must rerun the report to see the changes. See “Task: running, printing, exiting, and restarting a report” for more information.

Interval, daily, weekly, and monthly historical reports are available for AUX reason codes. The AUX reason code names are used in standard reports. If you make any changes to AUX reason code names, you must rerun the report to see the changes. See “Task: running, printing, exiting, and restarting a report” for more information.

You can script the AUX Reason Codes window and schedule the script. See “Task: automating your activities with scripting” for more information.

Agent exception historical reports use the names administered for the AUX reason codes when agent time in AUX exceptions has been recorded. The real-time exceptions log displays AUX reason code names when it logs agent time in AUX exceptions. See “Task: administering exceptions” for more information.

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, or creating calculations 3-26

Viewing, adding, or creating calculations

............................................................................................................................................................................................................................................................

Overview

Prerequisites

Steps

Calculation names are abbreviated names for calculations that are used to create reports. You can view or change standard calculations or create your own custom calculations to use in custom reports. The calculations for standard reports are already in the Dictionary.

Note that:

• Reports will not run if you embed calculations within calculations to more than three levels deep.

• You cannot delete standard calculations.

• Identify your own calculations in all lowercase letters to distinguish them from the standard

CentreVu

CMS calculations,

which are in all uppercase letters.

• You may adversely affect standard reports if you change a standard

CentreVu

CMS calculation. Reports will probably run,

but the results may be different from those expected.

• Reports will not run if you create calculations that reference each other in a circular fashion.

...........................................................................................................................................................................

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 Select Operations | Calculations.

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, or creating calculations 3-27

The Calculations input window opens.

................................................................................................................................

3 In the Calculation name field, type the name of the calculation that you

want to view, add to the database, change, or delete. If you are creating your own calculation, use lowercase letters in the

name to distinguish it from standard calculations.

................................................................................................................................

4 In the Calculation field, type the formula for the calculation. For

example, the formula for the agent calculation “Average ACD Talk Time” is ACDTIME/ACDCALLS.

Calculations can include:

• Spaces

• Database items (for example, ACDCALLS for ACD calls)

• Constants

• Calculation (the maximum nesting level is 3)

• Calculation names (you can have as many as needed)

• The following arithmetic operators: + (add); – (subtract); * (multiply); / (divide); ( ) (precedents, as in standard mathematical operations)

................................................................................................................................

5 If you want a description of the item, type it in the Description field.

...........................................

E

.................................................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, or creating calculations 3-28

................................................................................................................................

6 On the Actions menu, select Add to add your changes to the Dictionary.

ND OF STEPS

..........................................................................................................

Reference

You can script the Calculations window and schedule the script. See

“Task: automating your activities with scripting” for more information. The standard

CentreV u

CMS calculations are listed in

CentreVu

Report Designer Version 8 User Guide585-215-859

CMS

Reports 585-215- 85 1

Reports

585-215-822

.

, and

CentreVu

CMS R3V5 Custom

,

CentreVu

CMS

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, deleting, or changing call work codes 3-29

Viewing, adding, deleting, or changing call work codes

............................................................................................................................................................................................................................................................

Overview

Prerequisites

Steps

You can view, add, delete, or change call work codes and names, and include them in standard historical reports.

Note that:

• You must administer call work codes before you can assign names to them. See “Viewing, adding, or deleting call work codes” in “Task: administering your call center” for more information

• Call work code names can be no longer than nine digits.

...........................................................................................................................................................................

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary Selector window opens.

................................................................................................................................

2 Select Operations | Call Work Codes.

The Call Work Codes input window opens.

................................................................................................................................

3 In the Call work code name field, type the call work code name to add,

delete, change, or view.

................................................................................................................................

4 In the Call work code field, type a number between zero and

999,999,999 that corresponds to the name you typed in the Call work code name field.

...........................................

E

.................................................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, deleting, or changing call work codes 3-30

................................................................................................................................

5 On the Actions menu, select Add to add your changes to the Dictionary.

ND OF STEPS

..........................................................................................................

Reference

Call work code 0 is reserved for unknown/unadministered work codes so that summary data can be collected. The default name for call work code 0 is Unadministered codes. You can change this name.

Daily , weekly , and monthly historical reports are a vailable for call work codes. The names you add in the Call Work Codes window are

displayed in the call work codes reports. See “Task: running, printing, exiting, and restarting a report” for more information.

You can script the Call Work Codes window and schedule the script. See “Task: automating your activities with scripting” for more information.

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Adding constants to the database 3-31

Adding constants to the database

............................................................................................................................................................................................................................................................

Overview

Steps

Constants are elements with fixed numerical values that you can add to the database and use in custom reports. Constants are not in

CentreVu

CMS when it is first installed.

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 Select Operations | Constants.

The Constants input window opens.

...........................................................................................................................................................................

................................................................................................................................

3 In the Constant name field, type the name of the constant that you want

to view, add, delete, or change.

................................................................................................................................

4 In the Value field, type the numerical value of the constant. The range is

–99999 to +99999.

................................................................................................................................

5 In the Description field, type a description of the constant.

...........................................

E

.................................................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Adding constants to the database 3-32

................................................................................................................................

6 On the Actions menu, select Add to add your changes to the Dictionary.

ND OF STEPS

..........................................................................................................

Reference

Use constants only in designer or custom reports. You can script the Constants window and schedule the script. See

“Task: automating your activities with scripting” for more information. See the

210-930 2

for more information.

CentreVu Report Designer Version 8 User Guide 585-

and

CentreVu

CMS

Custom Reports 585-2 15-822, Issue

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Defining your own database items 3-33

Defining your own database items

............................................................................................................................................................................................................................................................

Overview

Prerequisites

Steps

You can define your own database items, which are stored in their own tables in the your own data with

CentreVu

CMS database. This allows you to combine

CMS data on custom reports. You can

also change or delete your own database items.

You must first create the table in the database before you create a custom database item.

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 Select Operations | Custom Items.

The Custom Items input window opens.

...........................................................................................................................................................................

................................................................................................................................

3 In the Database item field, type the name of the database item that you

want to add, change, delete, or view.

................................................................................................................................

4 In the Description field, type a description of the database item. You can

add, change, or delete this description.

...........................................

E

.................................................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Defining your own database items 3-34

................................................................................................................................

5 In the Table field, type the name of the table that holds this database

item.

................................................................................................................................

6 On the Actions menu, select Add to add your changes to the Dictionary.

ND OF STEPS

..........................................................................................................

Reference

If you try to run a designer or custom report that uses a database item you have not added to the Dictionary, you will get an error message.

You can script the Custom Items window and schedule the script. See

“Task: automating your activities with scripting” for more information. See

CentreVu Report Designer Version 8 User Guide 585-210-

930

and

CentreV u

CMS

Custom Reports 585-2 15-822, Issue 2

more information on using and creating your own custom database items.

for

...........................................

E

.................................................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Changing generic string values synonyms 3-35

Changing generic string values synonyms

............................................................................................................................................................................................................................................................

Overview

Steps

Follow these steps to designate a character for YES or NO in the Dictionary, and that character will appear on custom reports that use the new YES/NO synonyms.

...........................................................................................................................................................................

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 Select Operations | Generic String Values.

The Generic String Values input window opens.

................................................................................................................................

3 T o change th e Generic Value for each A CD, type a ch aracter for YES or NO

or both in the Generic Value field.

• For YES, type a character to display in reports for boxes that use YES/NO. If you have not input a string, the default va lue is y.

• For NO, type a character to display in reports for fields that use YES/ NO. If you have not input a string, the default va lue is n.

Remember that the input window fields YES and NO must be exactly one character each, with defaults y and n, respectively.

................................................................................................................................

4 On the Actions menu, select Add to add your changes to the Dictionary.

ND OF STEPS

..........................................................................................................

...........................................

E

.................................................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Searching the Dictionary globally 3-36

Searching the Dictionary globally

............................................................................................................................................................................................................................................................

Overview

Steps

You can search for anything in the Dictionary: a login ID or a group of login IDs; split/skill, trunk group, or ACD names; database items; calculations; or agent names.

...........................................................................................................................................................................

1 From the controller window, select Commands | Dictionary, or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 Select Operations | Global Search Input.

The Global Search Input window opens.

................................................................................................................................

3 In the Search for field, type the search pattern for the item or items you

are looking for.

ND OF STEPS

..........................................................................................................

Results

This is how the output window displays the results of your global search.

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Searching the Dictionary globally 3-37

Global search output window results

Field Field contents

Value matched Displays the matches for your pattern. Field matched Displays the name of the field in the

Dictionary that corresponds to value matched.

In submenu The Dictionary submenu where your search

pattern was found.

Name The name that corresponds to value

matched.

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, deleting, or changing location IDs 3-38

Viewing, adding, deleting, or changing location IDs

............................................................................................................................................................................................................................................................

Overview

Prerequisites

Steps

The location ID is a number assigned to voice terminals to track individual agents. Location IDs can be assigned to trunks and used to track groups of agents by location. VDNs and vectors do not have location IDs associated with them because they operate independently of locations.

• Only the numbers one to 44 can be used for location IDs.

...........................................................................................................................................................................

1 From the controller window, select Commands | Dictionary, or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 On the Operations tab, select Location IDs.

The Location IDs input window opens.

................................................................................................................................

3 In the Location Name field, type the name of the location you want to

view, add, delete, or change.

................................................................................................................................

4 In the Location ID field, type the corresponding number from one to 44

to identify the location named above.

...........................................

E

.................................................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, deleting, or changing location IDs 3-39

................................................................................................................................

5 In the Description field, type pertinent information about the location.

This is for information only. It is not displayed elsewhere in the s yste m or on reports other than List All or Find One operations in this window.

................................................................................................................................

6 On the Actions menu, select Add to add your changes to the Dictionary.

ND OF STEPS

..........................................................................................................

Reference

You can script the Location ID window and schedule the script. See

“Task: Automating your activities with scripting” for more information.

Location IDs are used in three reports: the Historical Split/Skill by Location report, the Agent Status by Loca tion report, and the Real-time Split/Skill by Location report. See “Task: running, printing, exiting, and restarting a report” for more information.

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, or changing login ID names 3-40

Viewing, adding, or changing login ID names

............................................................................................................................................................................................................................................................

Overview

Prerequisites

CentreVu

agents. After an agent’s name is assigned to a login ID,

CMS uses agent login IDs to identify measured ACD

CentreVu

CMS windows and reports show that agent’s name instead of the login ID number.

You do not have to input agent names in the Dictionary, but

CentreVu

CMS administration windows and reports are easier to understand with agent names instead of login IDs. Depending on the amount of space in the report, agent names can be truncated.

Note that:

• The

CentreVu

CMS Dictionary listings are sorted alphabetically (collating sequence) based on the first character you input in the Agent name field. For example, if the agent is listed as Jane Brown,

CentreVu

CMS sorts on the J for Jane; it does not sort on the B for Brown. Real-time reports, however, do not show agent names alphabetically.

• You can assign no more than one agent name to the same login ID.

• You cannot assign the same agent name to multiple login IDs.

• You can use only numbers in login IDs.

•

CentreVu

CMS only recognizes login IDs in

DEFINITY

®

R8.1 or

later .

Steps

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 On the Operations tab, select Login Identifications.

............... ...... ...... ...... ...... ........ ...... ...... ...... ...... ...... ...... ..... ...... ...... ......... ...... ...... ..... ...... ...... ...... ...... ...... ...... ..... ....

...........................................

E

.................................................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, or changing login ID names 3-41

The Login Identifications input window opens.

................................................................................................................................

3 In the Login ID field, type the login ID number to view, add, delete, or

change. Login IDs for

DEFINITY

ECS/Generic 3 without EAS can be a

number with one to nine digits — for example: 1 (1-digit logins) 423 (3-digit logins) 1234567 (7-digit logins)

999,999,999 (9-digit logins)

................................................................................................................................

4 In the Agent Name field, type the name of the agent that corresponds to

the login ID. The Login Identifications List All windo w shows names alphabetically

(collating sequence), based on the first character you type in the Agent Name field.

................................................................................................................................

5 On the Actions menu, select Add to add your changes to the Dictionary.

ND OF STEPS

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Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, or changing login ID names 3-42

Reference

If you assign names to the login IDs, agent names display on reports. If you make additions or changes to login IDs, you must exit the report

and then rerun the report to see the new agent names. See “Task: running, printing, exiting, and restarting a report” for more information.

You can script the Login Identifications window and schedule the script. See “Task: automating your activities with scripting” for more information.

...........................................

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, or changing logout reason code names 3-43

Viewing, adding, or changing logout reason code names

............................................................................................................................................................................................................................................................

Overview

Prerequisites

Steps

Logout reason codes enable an agent to give the reason for logging out, such as training or the end of a shift.

You can add, change, or view logout reason codes and their names. These names display in the standard agent login/logout and agent trace historical reports.

Note that:

• Logout reason codes are single digits, zero through nine. A zero is used when the system logs an agent out or if the agent does not specify a code. You can change the assigned default name.

• Logout reason code names can be up to 20 characters long.

• To use logout reason codes, your switch must have EAS.

...........................................................................................................................................................................

1 From the controller window, select Commands | Dictionary or select

Dictionary on the toolbar.

The Dictionary selector window opens.

................................................................................................................................

2 Select Operations | Logout Reason Codes.

The Logout Reason Codes input window opens.

...........................................

E

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Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Viewing, adding, or changing logout reason code names 3-44

................................................................................................................................

3 In the Logout Reason Code name field, type the name to add, change, or

view for this logout reason code. Names must be unique within an ACD.

................. ......... ........ ...... ......... ......... ......... ..... ......... ......... ......... ........ ...... ......... ......

4 In the Logout Reason Code field, type a number between zero and nine

that corresponds to the name you typed in the Logout Reason Code name field.

................................................................................................................................

5 In the Description field, type the description for this logout reason code.

................. ... ...... .. ...... ... ...... ... ...... ... ... ...... ... ..... ... ...... ... ...... ... ... ...... ... ..... ... ...... ... ... ...

6 To view the logout reason codes with their assigned names and

descriptions, leave all f ields blank in the Logout Reason Codes windo w and select List all on the Actions menu.

................................................................................................................................

7 On the Actions menu, select Add to add your changes to the Dictionary.

................. ... ................. ... ... .................. ... ... ................. ... ... ................. ... ... ...............

8 When you are done viewing the logout reason codes, close the window.

ND OF STEPS

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Lucent Technologies CentreVu CMS Administration User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

CentreVu® CMS Administration

Contents

About this information product

1 Task: startup and exit

Overview

Starting CentreVu Supervisor on Windows 98 or NT 1-2

Logging into CentreVu CMS 1-3

Adding new servers

Choosing or changing your password

Closing CentreVu Supervisor windows 1-10

Logging out of CentreVu CMS 1-11

Exiting CentreVu Supervisor 1-12

Task reference: general

Task reference: CentreVu CMS specifications 1-16

Task reference: switches

Task reference: terminals

Task reference: printers

Task reference: CentreVu CMS support services 1-21

Task reference: using the Helpline

Task reference: CentreVu CMS training classes 1-23

Overview

Using the controller window before you log into the server

Using the controller window after you log into the server

Using the features common to all CentreVu Supervisor windows 2-9

Using the selector windows

Using the input windows

Using the browse buttons

Using the history list

Task reference

Task: naming your call center entities in the Dictionary CentreVu CMS Administration

Overview

Adding, deleting, or changing ACDs

Creating or copying agent groups

Viewing, listing, adding, or deleting agents in an agent group

Changing agent string values

Viewing, adding, or changing announcement synonyms

Viewing, adding, deleting, or changing AUX reason code names

Viewing, adding, or creating calculations

Viewing, adding, deleting, or changing call work codes

Adding constants to the database

Defining your own database items

Changing generic string values synonyms

Searching the Dictionary globally

Viewing, adding, deleting, or changing location IDs

Viewing, adding, or changing login ID names

Viewing, adding, or changing logout reason code names