Specifications

ManualsBrandsAT&T ManualsComputer equipmentCentreVu CMS Administration

585–210–910

Comcode 108501743

Issue 1

November 1999

CentreVu

CMS Administration

Summary of content (456 pages)

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CentreVu® CMS Administration 585–210–910 Comcode 108501743 Issue 1 November 1999
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Copyright © 1999 Lucent Technologies. All Rights Reserved. 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 written consent of the Customer Training and Information Products organization and the business management owner of the material.
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Contents CentreVu CMS Administration iii Contents About this information product . . . . . . . . . . . . . . . . . . . . . . . . Chapter 1: Task: startup and exit Starting CentreVu Supervisor on Windows 98 or NT. Logging into CentreVu CMS . . . . . . . . . . Adding new servers . . . . . . . . . . . . . Choosing or changing your password . . . . . . Closing CentreVu Supervisor windows . . . . . . Logging out of CentreVu CMS . . . . . . . . . Exiting CentreVu Supervisor . . . . . . . . . .
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Contents CentreVu CMS Administration iv 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 . Viewing CentreVu CMS database items . . . . . . .
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Contents CentreVu CMS Administration v Administering agent exceptions . . . . . Administering split/skill exceptions . . . . Administering trunk group exceptions . . . Administering VDN exceptions . . . . . . Administering vector exceptions . . . . . Running an agent exceptions report . . . . Running a data collection report . . . . . Running a malicious call trace report . . . Running a split/skill exceptions report . . . Running a trunk group exceptions report . . Running a VDN exceptions report. . . .
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Contents CentreVu CMS Administration vi Running a restore . . . . . . . . . . . . . . . . . . . Using the maintenance error log . . . . . . . . . . . . . Task reference . . . . . . . . . . . . . . . . . . . . Reference: full backup . . . . . . . . . . . . . . . . . Reference: incremental backup . . . . . . . . . . . . . Reference: complex backup . . . . . . . . . . . . . . . Reference: recovery kit . . . . . . . . . . . . . . . . . Reference: labeling the backup volume . . . . . . . . . .
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About this information product CentreVu CMS Administration vii About this information product Purpose If you are a CentreVu® CMS administrator with access to all parts of CentreVu CMS, this information product tells you what you need to know to administer your call center. For split/skill supervisors with limited access to CentreVu CMS, this information product will also be helpful.
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About this information product CentreVu CMS Administration viii Safety labels 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.
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About this information product CentreVu CMS Administration ix Conventions used Adding or deleting call work codes and split/skill call profiles, changing VDN skill preferences, viewing trunk group assignments, changing VDN call profiles, and other call center activities Administering your call center To learn about... See this task...
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About this information product CentreVu CMS Administration x Typography Courier font designates input and output. • Input is something you type into the user interface. For example, Type x next to Printer, Terminal, or File. • Output is a character, word, or phrase that the system generates. For example, Please wait for initialization ..... Italic font highlights references to file names and directories. For example, / cms.
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About this information product CentreVu CMS Administration xi Other useful information The information shipped with the following products may also be helpful: How to order this information product • Terminals • Printers • Solaris system software • Switch By telephone: Lucent Technologies Publications Center Voice: 1-800-457-1235or international voice: 317-322-6416 Fax: 1-800-457-1764 or international fax: 317-322-6699 By mail: Lucent Technologies Publications Center 2855 N.
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About this information product CentreVu CMS Administration xii
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Task: startup and exit CentreVu CMS Administration 1-1 1 Task: startup and exit Overview ............................................................................................................................................................................................................................................................
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Task: startup and exit CentreVu CMS Administration Starting CentreVu Supervisor on Windows 98 or NT 1-2 Starting CentreVu Supervisor on Windows 98 or NT ............................................................................................................................................................................................................................................................ 1 ..................................................................................................
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Task: startup and exit CentreVu CMS Administration 1-3 Logging into CentreVu CMS Logging into CentreVu CMS ............................................................................................................................................................................................................................................................ Purpose Use the Connect menu or the Login button to log into the CentreVu CMS server.
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Task: startup and exit CentreVu CMS Administration 1-4 Logging into CentreVu CMS The Login Information window opens. ........................................................................................................................................................................... 2 Type your CentreVu CMS login ID in the Login ID field or select your login ID on the list. ............................................................................................................................
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Task: startup and exit CentreVu CMS Administration 1-5 Logging into CentreVu CMS 1 ........................................................................................................................................................................... Steps for manual login From the controller window, select Connect | CentreVu CMS Servers. .................................................................................................................................................................
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Task: startup and exit CentreVu CMS Administration 1-6 Logging into CentreVu CMS ........................................................................................................................................................................... 7 If the Solaris prompt displays, type FPV ...........................................................................................................................................................................
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Task: startup and exit CentreVu CMS Administration 1-7 Adding new servers Adding new servers ............................................................................................................................................................................................................................................................ 1 ...............................................................................................................................................................
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Task: startup and exit CentreVu CMS Administration 1-8 Adding new servers Results If you select. . . Then... Click... New The Server Properties window opens; you specify parameters for a new server in this window. OK Properties The Server Properties window opens; the fields are populated with values for the server you select. OK Remove You confirm removal in a message box to remove the server you select.
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Task: startup and exit CentreVu CMS Administration 1-9 Choosing or changing your password Choosing or changing your password ............................................................................................................................................................................................................................................................ Overview For system security, passwords are required for all CentreVu CMS user login IDs.
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Task: startup and exit CentreVu CMS Administration 1-10 Closing CentreVu Supervisor windows Closing CentreVu Supervisor windows ............................................................................................................................................................................................................................................................ Steps To close CentreVu Supervisor windows, do one of the following: • Use any of the standard Windows methods.
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Task: startup and exit CentreVu CMS Administration 1-11 Logging out of CentreVu CMS Logging out of CentreVu CMS ............................................................................................................................................................................................................................................................ Steps To log out of the server, do one of the following: • Select Logout on the Connect menu.
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Task: startup and exit CentreVu CMS Administration 1-12 Exiting CentreVu Supervisor Exiting CentreVu Supervisor ............................................................................................................................................................................................................................................................ Steps To exit CentreVu Supervisor, select Exit on the Command menu or click Exit on the toolbar.
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Task: startup and exit CentreVu CMS Administration 1-13 Task reference: general Task reference: general ............................................................................................................................................................................................................................................................
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Task: startup and exit CentreVu CMS Administration 1-14 Task reference: general 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 CentreVu CMS, Call Vectoring is a separately purchased feature. All CentreVu CMS Call Vectoring windows are described in this information product.
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Task: startup and exit CentreVu CMS Administration 1-15 Task reference: general ODBC Open Database Connectivity (ODBC) is an optional CentreVu CMS feature that enables you to access data in the CentreVu 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.
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Task: startup and exit CentreVu CMS Administration Task reference: CentreVu CMS specifications 1-16 Task reference: CentreVu CMS specifications ............................................................................................................................................................................................................................................................
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Task: startup and exit CentreVu CMS Administration Task reference: CentreVu CMS specifications • 1-17 For modem connection: – At least a 19.
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Task: startup and exit CentreVu CMS Administration 1-18 Task reference: switches Task reference: switches ............................................................................................................................................................................................................................................................
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Task: startup and exit CentreVu CMS Administration 1-19 Task reference: terminals Task reference: terminals ............................................................................................................................................................................................................................................................
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Task: startup and exit CentreVu CMS Administration 1-20 Task reference: printers Task reference: printers ............................................................................................................................................................................................................................................................
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Task: startup and exit CentreVu CMS Administration Task reference: CentreVu CMS support services 1-21 Task reference: CentreVu CMS support services ............................................................................................................................................................................................................................................................
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Task: startup and exit CentreVu CMS Administration 1-22 Task reference: using the Helpline Task reference: using the Helpline ............................................................................................................................................................................................................................................................
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Task: startup and exit CentreVu CMS Administration Task reference: CentreVu CMS training classes 1-23 Task reference: CentreVu CMS training classes ............................................................................................................................................................................................................................................................
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Task: startup and exit Task reference: CentreVu CMS training classes CentreVu CMS Administration 1-24
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Navigating CentreVu® Supervisor CentreVu CMS Administration 2-1 2 Navigating CentreVu® Supervisor Overview ............................................................................................................................................................................................................................................................
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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 ............................................................................................................................................................................................................................................................
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Navigating CentreVu® Supervisor Using the controller window before you log into the server CentreVu CMS Administration 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. ........................
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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 ............................................................................................................................................................................................................................................................
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Navigating CentreVu® Supervisor Using the controller window after you log into the server CentreVu CMS Administration 2-5 ...........................................................................................................................................................................
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Navigating CentreVu® Supervisor CentreVu CMS Administration 2-6 Using the controller window after you log into the server Reference Default toolbar buttons Use this button... To do this...
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Navigating CentreVu® Supervisor CentreVu CMS Administration 2-7 Using the controller window after you log into the server 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 down, the icon is crossed out.
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Navigating CentreVu® Supervisor CentreVu CMS Administration 2-8 Using the controller window after you log into the server 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.
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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 CentreVu Supervisor windows ............................................................................................................................................................................................................................................................
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Navigating CentreVu® Supervisor CentreVu CMS Administration 2-10 Using the selector windows Using the selector windows ............................................................................................................................................................................................................................................................
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Navigating CentreVu® Supervisor CentreVu CMS Administration 2-11 Using the selector windows ...........................................................................................................................................................................
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Navigating CentreVu® Supervisor CentreVu CMS Administration 2-12 Using the input windows Using the input windows ............................................................................................................................................................................................................................................................
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Navigating CentreVu® Supervisor CentreVu CMS Administration 2-13 Using the input windows Input window options These additional steps may further help you use input windows: Use this option... To do this...
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Navigating CentreVu® Supervisor CentreVu CMS Administration 2-14 Using the input windows 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.
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Navigating CentreVu® Supervisor CentreVu CMS Administration 2-15 Using the input windows 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 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.
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Navigating CentreVu® Supervisor CentreVu CMS Administration 2-16 Using the browse buttons Using the browse buttons ............................................................................................................................................................................................................................................................ Overview Steps A browse button is found to the right of the input field on most input windows.
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Navigating CentreVu® Supervisor CentreVu CMS Administration 2-17 Using the browse buttons 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. ...............................................................................
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Navigating CentreVu® Supervisor CentreVu CMS Administration 2-18 Using the browse buttons ........................................................................................................................................................................... 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 Available list. .................
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Navigating CentreVu® Supervisor CentreVu CMS Administration 2-19 Using the history list Using the history list ............................................................................................................................................................................................................................................................ Steps 1 To the left of each entry in an input field on an input window is a dropdown history list.
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Navigating CentreVu® Supervisor Task reference CentreVu CMS Administration 2-20 Task reference ............................................................................................................................................................................................................................................................
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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 ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-2 Prerequisites Permissions • 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.
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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.
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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. • To 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.
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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.
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-6 Adding, deleting, or changing ACDs Adding, deleting, or changing ACDs ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-7 Adding, deleting, or changing ACDs The ACDs input window opens. ........................................................................................................................................................................... 3 In the ACD Name box, type the ACD name you want to add, delete, or change. ........................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-8 Creating or copying agent groups Creating or copying agent groups ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-9 Creating or copying agent groups 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. ................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-10 Creating or copying agent groups The Agent Groups-Copy window opens. ........................................................................................................................................................................... 6 Type the name of the existing agent group from which you want to copy information. ..........................................................................................
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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 ............................................................................................................................................................................................................................................................
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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.
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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. ..............................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, listing, adding, or deleting agents in an agent group Steps 3-14 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. ..
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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 want to delete from this agent group. ........................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-16 Changing agent string values Changing agent string values ............................................................................................................................................................................................................................................................ Steps 1 Agent string values are the descriptive words in reports dealing with agents.
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-17 Changing agent string values 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.
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-18 Changing agent string values • 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.
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-19 Changing agent string values ........................................................................................................................................................................... 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.
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-20 Changing agent string values • 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. These roles vary according to call-handling preference. E ND OF STEPS ...................................................
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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 ............................................................................................................................................................................................................................................................
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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. .............................................................................................................
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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 ............................................................................................................................................................................................................................................................
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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 AUX reason code. .................................................................
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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 AUX reason code names, close the window. E ND OF STEPS .....................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-26 Viewing, adding, or creating calculations Viewing, adding, or creating calculations ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-27 Viewing, adding, or creating calculations 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.
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Task: naming your call center entities in the Dictionary Viewing, adding, or creating calculations CentreVu CMS Administration 3-28 ........................................................................................................................................................................... 6 On the Actions menu, select Add to add your changes to the Dictionary. E ND OF STEPS .....................................................................................................................
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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 ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary Viewing, adding, deleting, or changing call work codes CentreVu CMS Administration 3-30 ........................................................................................................................................................................... 5 On the Actions menu, select Add to add your changes to the Dictionary. E ND OF STEPS ........................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-31 Adding constants to the database Adding constants to the database ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-32 Adding constants to the database ........................................................................................................................................................................... 6 On the Actions menu, select Add to add your changes to the Dictionary. E ND OF STEPS .............................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-33 Defining your own database items Defining your own database items ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-34 Defining your own database items ........................................................................................................................................................................... 5 In the Table field, type the name of the table that holds this database item. ....................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-35 Changing generic string values synonyms Changing generic string values synonyms ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-36 Searching the Dictionary globally Searching the Dictionary globally ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-37 Searching the Dictionary globally 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.
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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 ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary Viewing, adding, deleting, or changing location IDs CentreVu CMS Administration 3-39 ........................................................................................................................................................................... 5 In the Description field, type pertinent information about the location. This is for information only.
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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 CentreVu CMS uses agent login IDs to identify measured ACD agents.
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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.
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Task: naming your call center entities in the Dictionary Viewing, adding, or changing login ID names CentreVu CMS Administration 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.
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, or changing logout reason code names 3-43 Viewing, adding, or changing logout reason code names ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary Viewing, adding, or changing logout reason code names CentreVu CMS Administration 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. .................................................
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Task: naming your call center entities in the Dictionary Viewing, adding, or changing logout reason code names CentreVu CMS Administration 3-45 Reference Logout reason code names display in the agent login/logout and agent trace historical reports. If you make changes to logout reason code names, you must exit the report and rerun it to see the new name.
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing or changing split/skill string values 3-46 Viewing or changing split/skill string values ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing or changing split/skill string values 3-47 The Split/Skill String Values input window opens. ...........................................................................................................................................................................
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Task: naming your call center entities in the Dictionary Viewing or changing split/skill string values CentreVu CMS Administration 3-48 OVERLOAD2 — type the descriptive word for the state of a skill using the Service Level Supervisor feature when it exceeds both the first and second thresholds. The default value is OVRLD2. E ND OF STEPS ...........................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing split/skill names 3-49 Viewing, adding, deleting, or changing split/skill names ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing split/skill names 3-50 The Splits/Skills input window opens. ........................................................................................................................................................................... 3 In the Split/Skill name field, type the name that you want to add, delete, change, or view for this split or skill. ..............................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing split/skill names 3-51 If you assign exceptions to splits or skills, the split or skill names you assign display in the exceptions text. If you change a split or skill name, the new name displays in the exception text for all exceptions logged after the change. See “Task: administering exceptions” for more information. Split or skill names display on Forecast reports.
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-52 Viewing CentreVu CMS database items Viewing CentreVu CMS database items ............................................................................................................................................................................................................................................................ Overview Standard CentreVu CMS items are names of items in CentreVu CMS database tables.
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing CentreVu CMS database items 3-53 The Standard CMS Items input window opens. ........................................................................................................................................................................... 3 In the Database item field, type the name of the database that you want to look up. ..............................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing trunk group names 3-54 Viewing, adding, deleting, or changing trunk group names ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing trunk group names 3-55 ........................................................................................................................................................................... 3 In the Trunk group name field, type the name to add, delete, change, or view for this trunk group. ......................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing or changing trunk string values 3-56 Viewing or changing trunk string values ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-57 Viewing or changing trunk string values The Trunk String Values input window opens. ........................................................................................................................................................................... 3 To change any of the trunk state default names, type the new descriptive word next to any of the following: • IDLE — the trunk is waiting for a call.
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-58 Viewing or changing trunk string values • MBUSY — the trunk is out of service for maintenance purposes. • RINGING — the call is ringing at an agent's voice terminal. • UNKNOWN — CentreVu CMS does not recognize the trunk state. ...........................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-59 Viewing or changing trunk string values • HIGH — the call occupying the trunk is queued to a split or skill at the second highest priority level. • TOP — the call occupying the trunk is queued to a split or skill at the highest priority level. ...........................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing VDN names 3-60 Viewing, adding, deleting, or changing VDN names ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing VDN names 3-61 The VDNs input window opens. ........................................................................................................................................................................... 3 In the VDN name field, type the name of a VDN that you want to add, change, delete, or find. ......................................................................
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Task: naming your call center entities in the Dictionary Viewing, adding, deleting, or changing VDN names CentreVu CMS Administration 3-62 If you assign exceptions to a VDN, the VDN name you assign displays in the exceptions text. In addition, if you change a VDN name, the new name displays in the exception text for all exceptions logged after the change. See “Task: administering exceptions” for more information. You can script the VDNs window and schedule the script.
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing vector names 3-63 Viewing, adding, deleting, or changing vector names ............................................................................................................................................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing vector names 3-64 ........................................................................................................................................................................... 3 In the Vector name field, type the name of the vector that you want to add, change, delete, or find. .........................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-65 Running Dictionary reports Running Dictionary reports ............................................................................................................................................................................................................................................................ Overview Steps You can generate a report on most sections of the Dictionary.
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-66 Running Dictionary reports ........................................................................................................................................................................... 3 Double-click the Dictionary item for which you want a report. A report input window opens. ............................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-67 Running Dictionary reports ........................................................................................................................................................................... 5 Select Specific printer, then select the printer name on the drop-down list ............................................................................................................................................
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-68 Running Dictionary reports To run an agent group members report For the agent group members report only, follow these steps: ........................................................................................................................................................................... 1 Select Reports | Agent Group Members. The Agent Groups input window opens. ........................................
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Task: running, printing, exiting, and restarting a report CentreVu CMS Administration 4-1 4 Task: running, printing, exiting, and restarting a report Overview ............................................................................................................................................................................................................................................................
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Task: running, printing, exiting, and restarting a report CentreVu CMS Administration 4-2 Running a report Running a report ............................................................................................................................................................................................................................................................ 1 ................................................................................................................................
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Task: running, printing, exiting, and restarting a report CentreVu CMS Administration 4-3 Printing a report Printing a report ............................................................................................................................................................................................................................................................ 1 ..............................................................................................................................
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Task: running, printing, exiting, and restarting a report CentreVu CMS Administration 4-4 Setting up a report page Setting up a report page ............................................................................................................................................................................................................................................................ 1 ................................................................................................................
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Task: running, printing, exiting, and restarting a report CentreVu CMS Administration 4-5 Setting up a report page ........................................................................................................................................................................... 5 In the Page Setup window, set the Margin, Page Numbers, and Box Around Tables (report grids) and select OK. E ND OF STEPS ................................................................................................
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Task: running, printing, exiting, and restarting a report CentreVu CMS Administration 4-6 Exiting and restarting a report Exiting and restarting a report ............................................................................................................................................................................................................................................................
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Task: running, printing, exiting, and restarting a report CentreVu CMS Administration 4-7 Task reference Task reference ............................................................................................................................................................................................................................................................
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Task: running, printing, exiting, and restarting a report CentreVu CMS Administration 4-8 Task reference Printing options Margins The margins, page numbers, and boxes you choose apply only to printed reports and do not affect reports displayed on the screen. Margins define the spaces at the edges of the page where nothing is printed. Top, bottom, left, and right margins can be set.
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Task: automating your activities with scripting CentreVu CMS Administration 5-1 5 Task: automating your activities with scripting Overview ............................................................................................................................................................................................................................................................
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Task: automating your activities with scripting CentreVu CMS Administration 5-2 Using Save as Script Using Save as Script ............................................................................................................................................................................................................................................................ Steps 1 Use these steps to save the current display or action as a script. ........................................................
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Task: automating your activities with scripting CentreVu CMS Administration 5-3 Using Save as Script ........................................................................................................................................................................... 4 In the Save as type field, specify whether the script is to be interactive or automatic. The default is automatic, unless you are scripting a report selector window.
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Task: automating your activities with scripting CentreVu CMS Administration 5-4 Using Save as Script Error and warning messages Message Reason Response This script will not run unless a CentreVu CMS login ID and password have been specified. The CentreVu CMS login ID and password have not been set on the Scripting tab of the Controller Options window. Specify a login ID and password on the User Information window. Automatic scripts are set to run with the permissions of another user of the PC.
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Task: automating your activities with scripting Using Save as Script CentreVu CMS Administration 5-5
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Task: automating your activities with scripting CentreVu CMS Administration 5-6 Scripting reports Scripting reports ............................................................................................................................................................................................................................................................ Overview Steps for report input Use these steps to script a report that runs in interactive or automatic mode.
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Task: automating your activities with scripting CentreVu CMS Administration 5-7 Scripting reports The report’s output window opens. ........................................................................................................................................................................... 3 Select Script from the Reports menu. The Save as Script window opens. The file type is set to Automatic but can be changed. ............................................................................
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Task: automating your activities with scripting CentreVu CMS Administration 5-8 Scripting the export of report output Scripting the export of report output ............................................................................................................................................................................................................................................................
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Task: automating your activities with scripting Scripting the export of report output CentreVu CMS Administration 5-9 ........................................................................................................................................................................... 4 Save the script by following the steps under “Using Save as Script.” Executing the script runs the report with your current inputs, exports the data, and exits the report. E ND OF STEPS ..............................
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Task: automating your activities with scripting CentreVu CMS Administration 5-10 Scripting a report saved as HTML Scripting a report saved as HTML ............................................................................................................................................................................................................................................................ Steps 1 Use these steps to create a script that saves a report as an HTML file. ..........................
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Task: automating your activities with scripting CentreVu CMS Administration 5-11 Scripting a report saved as HTML ........................................................................................................................................................................... 3 Save the script using the steps under “Saving as Script.” Executing the script runs the report with your current inputs, saves the report as HTML, and exits the report. E ND OF STEPS ....................................
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Task: automating your activities with scripting CentreVu CMS Administration 5-12 Scripting windows and actions Scripting windows and actions ............................................................................................................................................................................................................................................................
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Task: automating your activities with scripting CentreVu CMS Administration 5-13 Scripting windows and actions ........................................................................................................................................................................... 3 Complete the Save as Script window. Executing the script takes you to the window for the action you selected. The Save as Script window closes and the selector window remains open. E ND OF STEPS ...........................
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Task: automating your activities with scripting CentreVu CMS Administration 5-14 Scripting windows and actions ........................................................................................................................................................................... 5 Select OK. The Save as Script window opens. The file type is set to Automatic but can be changed. If you select Cancel, you return to the input window without saving an action. .............................................
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Task: automating your activities with scripting CentreVu CMS Administration 5-15 Task reference Task reference ............................................................................................................................................................................................................................................................ • You must purchase a scheduling package if you want to schedule your scripts to run at a specific or later time.
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Task: automating your activities with scripting Task reference CentreVu CMS Administration 5-16
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Task: administering call center agents CentreVu CMS Administration 6-1 6 Task: administering call center agents Overview ............................................................................................................................................................................................................................................................
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Task: administering call center agents CentreVu CMS Administration 6-2 • To view a list of agents traced, you need read permission for the Agent Administration command. • To run a Split Members report, you need read permission for the Agent Administration command and for all splits affected by the report. Use the procedures that follow to administer call center agents.
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Task: administering call center agents CentreVu CMS Administration 6-3 Starting an agent trace Starting an agent trace ............................................................................................................................................................................................................................................................
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Task: administering call center agents CentreVu CMS Administration 6-4 Starting an agent trace On DEFINITY ECS/G3 without EAS, the Agent Administration selector window looks like this: ........................................................................................................................................................................... 2 On the drop-down ACD list, select the ACD for which you are starting the agent trace. .............................................................
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Task: administering call center agents CentreVu CMS Administration 6-5 Starting an agent trace The Activate Agent Trace input window opens. ........................................................................................................................................................................... 4 To start or stop an agent trace, select Modify on the Actions drop-down menu.
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Task: administering call center agents CentreVu CMS Administration 6-6 Starting an agent trace ........................................................................................................................................................................... 8 To start or stop an agent trace, click On or Off (the default) in the Agent trace field. .....................................................................................................................................................
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Task: administering call center agents CentreVu CMS Administration 6-7 Listing agents traced Listing agents traced ............................................................................................................................................................................................................................................................ Prerequisites • 1 .......................................................................................................................
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Task: administering call center agents CentreVu CMS Administration 6-8 Listing agents traced The List Agents Traced input window opens. ........................................................................................................................................................................... 3 To view a list of agents and dates for which agent trace data is available, on the Actions menu select List all.
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Task: administering call center agents CentreVu CMS Administration Changing agent skills and extension split assignments 6-9 Changing agent skills and extension split assignments ............................................................................................................................................................................................................................................................
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Task: administering call center agents Changing agent skills and extension split assignments CentreVu CMS Administration 6-10 The Change Agent Skills window opens with the agent or template name and login ID on the title bar. • The skills and skill level for the agent or template you named are shown in the Assigned Skills field and Level field, respectively. • Skill names are shown for the skills named in the Dictionary. Skill numbers are shown for the skills not named in the Dictionary. .............
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Task: administering call center agents Changing agent skills and extension split assignments CentreVu CMS Administration 6-11 ........................................................................................................................................................................... 6 To change the skill used to queue an agent’s direct agent calls, type the skill name or number under Agent Skills and Skill Levels, or select the name or number from the drop-down list.
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Task: administering call center agents CentreVu CMS Administration Changing agent skills and extension split assignments Steps 6-12 To change extension split assignments: ........................................................................................................................................................................... 1 From the controller window, select Commands | Agent Administration or select Agent Administration on the toolbar.
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Task: administering call center agents Changing agent skills and extension split assignments CentreVu CMS Administration 6-13 ........................................................................................................................................................................... 6 In the Move Extension From Split field, highlight the split name/number you no longer want associated with this extension. .....................................................................................
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Task: administering call center agents CentreVu CMS Administration Changing agent skills and extension split assignments 6-14 • On G3V4 and any DEFINITY ECS, the change takes place immediately for agents who are in the AUX work mode, available, or logged out.
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Task: administering call center agents CentreVu CMS Administration 6-15 Creating or applying an agent template Creating or applying an agent template ............................................................................................................................................................................................................................................................ Steps To create an agent template or to apply an agent template to a group of agents: ..................
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Task: administering call center agents Creating or applying an agent template • CentreVu CMS Administration 6-16 To apply an existing template to a group of agents, type the name or agent login ID of the template whose skills you want to apply to a group of agents. Select OK. The Change Agent Skills window opens with the template name and login ID on the title bar. The skills and skill levels for the template you named in the preceding window are shown in the Assigned Skills field. E ND OF STEPS ......
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Task: administering call center agents CentreVu CMS Administration Multi-agent skill change and moving extensions between splits 6-17 Multi-agent skill change and moving extensions between splits ............................................................................................................................................................................................................................................................ Steps To change one skill for multiple agents: ..........
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Task: administering call center agents CentreVu CMS Administration Multi-agent skill change and moving extensions between splits 6-18 ...........................................................................................................................................................................
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Task: administering call center agents CentreVu CMS Administration Multi-agent skill change and moving extensions between splits 6-19 Result If one or more moves fail, a status window shows the moves that were not made and the reason, or it shows the pending status. ...........................................................................................................................................................................
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Task: administering call center agents CentreVu CMS Administration Multi-agent skill change and moving extensions between splits 6-20 Reference • To type a split name in the Split moving from or Split moving to field, the name must first be assigned in the Dictionary. See “Task: naming your call center entities in the Dictionary” for more information. • You can script the Move Extensions Between Splits window and schedule the script.
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Task: administering call center agents Multi-agent skill change and moving extensions between splits • CentreVu CMS Administration 6-21 For DEFINITY ECS or G3V4, agents cannot be preassigned to splits (through switch administration) and then moved to those splits from CentreVu CMS. If agents are preassigned to splits, the message “already assigned” appears when you try to move an agent to one of the preassigned splits.
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Task: administering call center agents CentreVu CMS Administration 6-22 Running a split members report Running a split members report ............................................................................................................................................................................................................................................................ 1 ......................................................................................................................
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Task: administering call center agents CentreVu CMS Administration 6-23 Running a split members report The Split Members input window opens. ........................................................................................................................................................................... 3 In the Splits field, type split numbers or names for which you want to run a report (these must first be assigned in the Dictionary,) or select the splits from the Splits pull-down menu.
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Task: administering call center agents CentreVu CMS Administration 6-24 Running a split members report The Split Members report displays or prints. The Split Members report lists the selected splits in numerical order, each split’s assigned name, and the extensions that are assigned to the split. If the split does not have a name assigned, the Split Name field shows the split number. If the split has no extensions assigned to it, the Extension field is blank. E ND OF STEPS ..............................
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Task: administering your call center CentreVu CMS Administration 7-1 7 Task: administering your call center Overview ............................................................................................................................................................................................................................................................
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Task: administering your call center CentreVu CMS Administration 7-2 • To view skill preference assignments, you need read permission for the Call Center Administration command and for the VDNs affected by the change. • To add, delete, or change a split/skill call profile, you need read/ write permission for the Call Center Administration command and for all splits/skills affected by the change. • To view split/skill call profiles, you need read permission for the Call Center Administration command.
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Task: administering your call center CentreVu CMS Administration Viewing, adding, or deleting call work codes 7-3 Viewing, adding, or deleting call work codes ............................................................................................................................................................................................................................................................ Prerequisites 1 Call work codes must be positive integers with one to 16 digits.
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Task: administering your call center CentreVu CMS Administration Viewing, adding, or deleting call work codes 7-4 The Call Work Codes input window opens. ........................................................................................................................................................................... 3 In the Call work code(s) field, type the call work codes you want to view, add, or delete, or select the call work codes from the drop-down list, or click the Browse button. ...
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Task: administering your call center CentreVu CMS Administration Viewing, adding, or deleting call work codes 7-5 • You can administer an exception for agents who enter invalid (unassigned) call work codes. See “Task: administering exceptions” 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. • You can put the Call Work Codes window on a timetable.
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Task: administering your call center CentreVu CMS Administration 7-6 Changing VDN skill preferences Changing VDN skill preferences ............................................................................................................................................................................................................................................................
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Task: administering your call center CentreVu CMS Administration 7-7 Changing VDN skill preferences The Change VDN Skill Preferences input window opens. ........................................................................................................................................................................... 3 In the VDN(s) field, type a list or range of VDNs whose skill preferences you want to view or change. .............................................................................
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Task: administering your call center CentreVu CMS Administration 7-8 Changing VDN skill preferences Reference • On DEFINITY ECS/Generic 3, selecting Modify on the Actions menu changes switch administration, which affects calls currently in vector processing and new calls. • You can script the Change VDN Skill Preferences window and schedule the script. See “Task: automating your activities with scripting” for more information. • You can schedule VDN skill preference changes on a timetable.
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Task: administering your call center CentreVu CMS Administration Adding, deleting, or changing split/skill call profiles 7-9 Adding, deleting, or changing split/skill call profiles ............................................................................................................................................................................................................................................................
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Task: administering your call center CentreVu CMS Administration Adding, deleting, or changing split/skill call profiles 7-10 ........................................................................................................................................................................... 4 In the Acceptable service level field, type the number of seconds that are acceptable for an ACD call to wait before connecting to an agent.
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Task: administering your call center CentreVu CMS Administration 7-11 Viewing trunk group assignments Viewing trunk group assignments ............................................................................................................................................................................................................................................................
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Task: administering your call center CentreVu CMS Administration 7-12 Viewing trunk group assignments ........................................................................................................................................................................... 4 Select VDN as the object to search for.
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Task: administering your call center CentreVu CMS Administration Running a trunk group members report 7-13 Running a trunk group members report ............................................................................................................................................................................................................................................................ 1 ...........................................................................................................
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Task: administering your call center Running a trunk group members report CentreVu CMS Administration 7-14 An example of a Trunk Group Members report is shown below. The report lists the selected trunk groups in numerical order, each trunk group’s assigned name, and the equipment location of each trunk in the trunk group. If the trunk group does not have an assigned name, the Trunk Group Name field shows the trunk group number.
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Task: administering your call center Running a trunk group members report CentreVu CMS Administration 7-15 Reference You cannot create a custom report from the trunk group members report.
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Task: administering your call center CentreVu CMS Administration 7-16 Changing VDN-to-vector assignments Changing VDN-to-vector assignments ............................................................................................................................................................................................................................................................
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Task: administering your call center CentreVu CMS Administration 7-17 Changing VDN-to-vector assignments The VDN Assignments input window opens. ...........................................................................................................................................................................
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Task: administering your call center CentreVu CMS Administration 7-18 Changing VDN-to-vector assignments Reference • You can script the VDN Assignments window and schedule the script. See “Task: automating your activities with scripting” for more information. • You can schedule VDN assignment changes on a timetable. This is useful if you want to make assignments during off-hours. See “Task: using timetables and shortcuts” for more information.
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Task: administering your call center CentreVu CMS Administration Adding, deleting, or changing VDN call profiles 7-19 Adding, deleting, or changing VDN call profiles ............................................................................................................................................................................................................................................................
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Task: administering your call center CentreVu CMS Administration Adding, deleting, or changing VDN call profiles 7-20 The Call Center Administration selector window opens. ........................................................................................................................................................................... 2 Select Operations | VDN Call Profile Setup. The VDN Call Profile Setup input window opens.
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Task: administering your call center Adding, deleting, or changing VDN call profiles CentreVu CMS Administration 7-21 ........................................................................................................................................................................... 3 Choose from the following: • To add a VDN call profile, complete all fields and select Add on the Actions menu.
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Task: administering your call center CentreVu CMS Administration Adding, deleting, or changing VDN call profiles 7-22 CentreVu CMS counts calls that are either answered, connected to non-ACD destinations, or abandoned within this range and the totals are displayed in the VDN call profile report. ...........................................................................................................................................................................
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Task: administering your call center CentreVu CMS Administration 7-23 Running vector configuration reports Running vector configuration reports ............................................................................................................................................................................................................................................................ Prerequisites 1 A vector number can display in the report even if it does not have an associated trunk group.
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Task: administering your call center Running vector configuration reports CentreVu CMS Administration 7-24 ........................................................................................................................................................................... 3 In the Vector field, type the numbers or names (these must first be assigned in the Dictionary) of vectors you want in the report, or select the numbers or names on the drop-down list, or click the Browse button. ..............
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Task: administering exceptions CentreVu CMS Administration 8-1 8 Task: administering exceptions Overview ............................................................................................................................................................................................................................................................
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Task: administering exceptions CentreVu CMS Administration 8-2 Prerequisites Permissions • You can administer exceptions and generate reports for VDNs and vectors if your company has purchased Call Vectoring. • You can administer exceptions and generate reports for skills if your company has purchased EAS. These permissions apply to administering exceptions. See “Task: assigning user permissions” for more information.
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Task: administering exceptions CentreVu CMS Administration Changing your exceptions notification 8-3 Changing your exceptions notification ............................................................................................................................................................................................................................................................ Overview Steps By default, the PC sounds to notify you of an exception.
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Task: administering exceptions CentreVu CMS Administration 8-4 Administering agent exceptions Administering agent exceptions ............................................................................................................................................................................................................................................................
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Task: administering exceptions CentreVu CMS Administration 8-5 Administering agent exceptions The Agent Exceptions Administration input window opens. ........................................................................................................................................................................... 4 In the Split(s)/Skill(s) box, do one of the following: • Type the information. • Select the information on the drop-down list of previously used items.
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Task: administering exceptions CentreVu CMS Administration 8-6 Administering agent exceptions ........................................................................................................................................................................... 5 In the Active field, make each exception type active by selecting the check box or inactive by leaving the check box blank. ...................................................................................................................
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Task: administering exceptions CentreVu CMS Administration 8-7 Administering agent exceptions Number of inbound ACW calls/agent The total number of inbound calls an agent can receive during after-call work. This exception cannot trigger more than once within an interval. Time on outbound ACW call (maximum) The maximum time an agent spends on an outbound call during after-call work. Number of outbound ACW calls/agent The total number of outbound calls an agent can make during after-call work.
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Task: administering exceptions CentreVu CMS Administration 8-8 Administering agent exceptions Logout attempt without valid reason code Indication if the agent types an invalid code when trying to logout.
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Task: administering exceptions CentreVu CMS Administration 8-9 Administering agent exceptions Time on direct agent call (maximum) The maximum number of seconds an agent spends on a direct agent ACD call. Number calls in direct agent queue (maximum) The maximum number of direct agent ACD calls an agent can have waiting in queue. Time call waited in direct agent queue (maximum) The maximum time any call waits in the direct agent queue.
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Task: administering exceptions CentreVu CMS Administration 8-10 Administering agent exceptions Agent could not be logged in An exception that is not on the Agent Exceptions Administration window because it is always enabled. The exception displays as “Could not be logged in” on the agent exceptions report. Agent entered invalid call work codes An exception pegged for CWC 0 (an agent types an unadministered call work code).
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Task: administering exceptions CentreVu CMS Administration 8-11 Administering split/skill exceptions Administering split/skill exceptions ............................................................................................................................................................................................................................................................ Steps 1 To administer exceptions for skills, your company must have purchased EAS.
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Task: administering exceptions CentreVu CMS Administration 8-12 Administering split/skill exceptions The Split/Skill Exception Administration input window opens. ........................................................................................................................................................................... 4 In the Split(s)/Skill(s) box, do one of the following: • Type the information. • Select the information on the list of previously used items.
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Task: administering exceptions CentreVu CMS Administration 8-13 Administering split/skill exceptions ........................................................................................................................................................................... 5 In the Active field, make each exception type active by selecting the check box or inactive by leaving the check box blank. ............................................................................................................
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Task: administering exceptions CentreVu CMS Administration 8-14 Administering split/skill exceptions Number intraflowed-out calls The acceptable number of calls that can intraflow out of the split or skill before an occurrence is counted against the threshold limit. This exception cannot trigger more than once within an interval. Number intraflowed-in calls The acceptable number of calls that can intraflow into the split or skill before an occurrence is counted against the threshold limit.
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Task: administering exceptions CentreVu CMS Administration 8-15 Administering split/skill exceptions Expected Wait Time (pri Low) An estimate of how long an incoming call with the lowest priority waits in queue before connecting to an agent. Rolling Average Speed of Answer The rolling average speed of answer for the measured split/skill sent to CentreVu® CMS via the ASA message.
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Task: administering exceptions CentreVu CMS Administration Administering trunk group exceptions 8-16 Administering trunk group exceptions ............................................................................................................................................................................................................................................................ 1 .................................................................................................................
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Task: administering exceptions CentreVu CMS Administration Administering trunk group exceptions 8-17 ........................................................................................................................................................................... 4 In the Trunk groups field, complete the Trunk group(s) box: • Type the information. • Select the information from the drop-down list of previously used items.
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Task: administering exceptions CentreVu CMS Administration Administering trunk group exceptions 8-18 Time trunk in use (Exceptions per trunk) (minimum) The minimum acceptable time a trunk in the trunk group can be in use. CentreVu CMS checks the allowed time the trunk is in use before an occurrence is counted against the threshold for that trunk. You receive an exception notification when the threshold is exceeded. This exception cannot trigger for the same trunk more than once within an interval.
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Task: administering exceptions CentreVu CMS Administration Administering trunk group exceptions 8-19 Number of trunks in use (Exceptions per trunk group) The maximum acceptable number of trunks that can be in use at any one time in the trunk group. Since this condition can come and go, you receive an exception notification each time the allowed number of trunks in use exceeds the threshold within the interval.
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Task: administering exceptions CentreVu CMS Administration 8-20 Administering VDN exceptions Administering VDN exceptions ............................................................................................................................................................................................................................................................ Steps 1 To administer VDN Exceptions, your company must have purchased Call Vectoring.
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Task: administering exceptions CentreVu CMS Administration 8-21 Administering VDN exceptions The VDN Exception Administration window input opens. ........................................................................................................................................................................... 4 To complete the VDN(s) box: • Type the information. • Select the information on the pull-down list of previously used items.
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Task: administering exceptions CentreVu CMS Administration 8-22 Administering VDN exceptions In this field... Administer this exception type... Active By selecting the check box or inactive by leaving the check box blank. Time Limit On exception types that use a time limit, set the time limit in seconds. The time limit is the amount of time that must pass before occurrences are counted against the threshold limit. This field is required even if the Active check box is not selected.
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Task: administering exceptions CentreVu CMS Administration 8-23 Administering VDN exceptions In this field... Administer this exception type... Number of calls abandoned while in vector Shows the number of calls abandoned during vector processing. An occurrence is counted against the threshold each time a call is abandoned during vector processing. This exception cannot trigger more than once within an interval. Number of calls forced busy Shows the number of calls given a busy signal by the switch.
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Task: administering exceptions CentreVu CMS Administration 8-24 Administering VDN exceptions In this field... Administer this exception type... Number of calls that flowed into VDN Counts an occurrence against the occurrence threshold each time a call connects to the VDN for 1 of 3 reasons: – The call was routed to the VDN by a URXWH WR step from a vector in the local ACD. – The call was transferred to the VDN from a local split or skill extension using the Transfer button.
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Task: administering exceptions CentreVu CMS Administration 8-25 Administering VDN exceptions In this field... Administer this exception type... Number of unsuccessful adjunct routing attempts Shows an occurrence counted against the threshold each time an DGMXQFW URXWLQJstep fails. A failure occurs when the adjunct host computer does not take routing control of the call. The failure can occur because the connection to the adjunct is down or busy, or because the adjunct software rejects control.
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Task: administering exceptions CentreVu CMS Administration 8-26 Administering vector exceptions Administering vector exceptions ............................................................................................................................................................................................................................................................ 1 ............................................................................................................................
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Task: administering exceptions CentreVu CMS Administration 8-27 Administering vector exceptions ........................................................................................................................................................................... 4 In the Vectors box, do one of the following: • Type the information. • Select the information on the list of previously used items. • Click the Browse button to select the information in a browse window. ...........................
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Task: administering exceptions CentreVu CMS Administration 8-28 Administering vector exceptions Number of calls forced busy The number of calls given a busy signal by the switch. This exception cannot trigger more than once within an interval. Number of calls disconnected The number of calls disconnected by the switch disconnect vector command, the vector disconnect timer, or because the call reached the end of vector processing without being queued.
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Task: administering exceptions Administering vector exceptions CentreVu CMS Administration 8-29 Exceptions checking begins when a call enters the vector and ends when the call connects to an agent, is abandoned, or is routed to another destination. Some exception types need an appropriate step in the vector. For example, to get exceptions on unsuccessful Look Ahead Interflow attempts, the vector must have at least one URXWH WR step that routes calls to a remote switch.
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Task: administering exceptions CentreVu CMS Administration 8-30 Running an agent exceptions report Running an agent exceptions report ............................................................................................................................................................................................................................................................
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Task: administering exceptions CentreVu CMS Administration 8-31 Running an agent exceptions report ........................................................................................................................................................................... 3 Select Reports | Agent Exceptions. The Agent Exceptions input window opens. .............................................................................................................................................................
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Task: administering exceptions Running an agent exceptions report CentreVu CMS Administration 8-32 ........................................................................................................................................................................... 5 In the Split/Skill field, type the name or number (these must first be assigned in the Dictionary) of the split/skill for which you want to run the report, or select the name or number on the drop-down list, or click the Browse button.
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Task: administering exceptions CentreVu CMS Administration 8-33 Running an agent exceptions report An example of an agent exceptions report is shown below. E ND OF STEPS ...........................................................................................................................................................................
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Task: administering exceptions CentreVu CMS Administration 8-34 Running a data collection report Running a data collection report ............................................................................................................................................................................................................................................................ Prerequisites Steps 1 Use the data collection report to see any event that affects data collection.
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Task: administering exceptions CentreVu CMS Administration 8-35 Running a data collection report ........................................................................................................................................................................... 4 In the Date field, type the date for which you want to run the report. Use MM/DD/YY format (for example, 07/11/1999) or a day relative to today (for example, 0 for today, -1 for yesterday, or -7 for one week ago).
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Task: administering exceptions CentreVu CMS Administration 8-36 Running a malicious call trace report Running a malicious call trace report ............................................................................................................................................................................................................................................................ Steps 1 Use the malicious call trace report to see detailed information on malicious call occurrences.
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Task: administering exceptions CentreVu CMS Administration 8-37 Running a malicious call trace report ........................................................................................................................................................................... 4 In the Date field, type the date for which you want to run the report.
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Task: administering exceptions CentreVu CMS Administration Running a split/skill exceptions report 8-38 Running a split/skill exceptions report ............................................................................................................................................................................................................................................................
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Task: administering exceptions CentreVu CMS Administration Running a split/skill exceptions report 8-39 The Split/Skill Exceptions input window opens. ........................................................................................................................................................................... 4 In the Date field, type the date for which you want to run the report.
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Task: administering exceptions CentreVu CMS Administration Running a split/skill exceptions report 8-40 ........................................................................................................................................................................... 7 In the Exceptions field, select the exceptions you want to include in the report. Clear the check box next to an exception if you do not want to include that exception in the report. .............................................
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Task: administering exceptions CentreVu CMS Administration 8-41 Running a trunk group exceptions report Running a trunk group exceptions report ............................................................................................................................................................................................................................................................
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Task: administering exceptions CentreVu CMS Administration Running a trunk group exceptions report 8-42 The Trunk Group Exceptions input window opens. ........................................................................................................................................................................... 4 In the Date field, type the date for which you want to run the report, or select the date on the drop-down list, or click the Browse button.
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Task: administering exceptions CentreVu CMS Administration Running a trunk group exceptions report 8-43 ........................................................................................................................................................................... 7 In the Exceptions field, select the exceptions you want to include in the report. Clear the check box next to an exception if you do not want to include that exception in the report. .............................................
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Task: administering exceptions CentreVu CMS Administration 8-44 Running a VDN exceptions report Running a VDN exceptions report ............................................................................................................................................................................................................................................................
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Task: administering exceptions CentreVu CMS Administration 8-45 Running a VDN exceptions report The VDN Exceptions input window opens. ........................................................................................................................................................................... 4 In the Date field, type the date for which you want to run the report, or select the date on the drop-down list, or click the Browse button.
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Task: administering exceptions CentreVu CMS Administration 8-46 Running a VDN exceptions report ........................................................................................................................................................................... 6 In the Order by field, type the time to list exceptions according to the time the exceptions were made, or select the time on the drop-down list, or click the Browse button.
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Task: administering exceptions CentreVu CMS Administration 8-47 Running a vector exceptions report Running a vector exceptions report ............................................................................................................................................................................................................................................................
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Task: administering exceptions CentreVu CMS Administration 8-48 Running a vector exceptions report The Vector Exceptions input window opens. ........................................................................................................................................................................... 4 In the Date field, type the date for which you want to run the report.
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Task: administering exceptions CentreVu CMS Administration 8-49 Running a vector exceptions report ........................................................................................................................................................................... 7 In the Exceptions field, select the exceptions you want to include in the report. Clear the check box for an exception if you do not want to include that exception in the report. .......................................................
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Task: administering exceptions Task reference CentreVu CMS Administration 8-50 Task reference ............................................................................................................................................................................................................................................................ An exception can be one of three types: peg count, agent timed, or other timed exceptions.
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Task: administering exceptions CentreVu CMS Administration 8-51 Task reference can wait in the queue for 20 seconds. An exception occurs if, within an interval, more than three calls wait in the queue longer than 20 seconds. Timed occurrence boundaries for Other Timed Exceptions apply to ACD activity within the last interval. At the beginning of the next interval, the occurrence count for any timed exception type (except for agent timed exceptions) is cleared and starts again from zero.
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Task: administering exceptions CentreVu CMS Administration Reference: interactions with other commands 8-52 Reference: interactions with other commands ............................................................................................................................................................................................................................................................
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Task: administering exceptions CentreVu CMS Administration Reference: interactions with other commands 8-53 Custom/designer reports Scripting • You can create custom exception reports, or reports that combine exceptions data with regular historical data, from the Custom Reports menu. • For more information on creating custom reports, see CentreVu CMS R3V5 Custom Reports585-215-822 and CentreVu Report Designer Version 6 User Guide585-215-859.
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Task: administering exceptions CentreVu CMS Administration 8-54 Reference: real-time exceptions log Reference: real-time exceptions log ............................................................................................................................................................................................................................................................
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Task: administering exceptions CentreVu CMS Administration 8-55 Reference: real-time exceptions log • Information about an activity that has fallen outside of the exception conditions you set. Thus, for a peg count exception, the exception record shows the occurrence threshold you set, even though the number of occurrences may be substantially greater. For a timed exception, the exception record shows the time limit you set, not the actual duration of an occurrence.
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Task: administering exceptions CentreVu CMS Administration 8-56 Task reference: reports Task reference: reports ............................................................................................................................................................................................................................................................
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Task: assigning user permissions CentreVu CMS Administration 9-1 9 Task: assigning user permissions Overview ............................................................................................................................................................................................................................................................
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Task: assigning user permissions CentreVu CMS Administration 9-2 For example: If your call center has one split called. . . And assigned to it. . . The split 1 supervisor has read/write permissions for. . . Split 1 Trunk groups 22 and 23 Split 1, trunk groups 22 and 23 Dictionary and exceptions commands for split 1, trunk groups 22 and 23 You can give users any access permissions you consider necessary.
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Task: assigning user permissions CentreVu CMS Administration 9-3 Assigning user data Assigning user data ............................................................................................................................................................................................................................................................ Steps 1 You must assign user data before you can assign ACD, feature, split/ skill, trunk group, vector, or VDN access permissions.
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Task: assigning user permissions CentreVu CMS Administration 9-4 Assigning user data ........................................................................................................................................................................... 3 Select User Permissions | Operations | User Data. The User Permissions User Data input window opens. ..................................................................................................................................................
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Task: assigning user permissions CentreVu CMS Administration 9-5 Assigning user data ........................................................................................................................................................................... 7 Under Login type, select Normal user if the user does not have access (by default) to system setup, user permissions, and Forecast (if purchased); select Administrator if the user has access (by default) to all parts of CentreVu CMS. ..............
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Task: assigning user permissions CentreVu CMS Administration 9-6 Assigning user data • Do not allow users to share the same login ID because this quickly consumes Solaris system resources. This also applies to one person logging in at multiple terminals using the same login ID. User messages • If a user's login ACD is removed and the user tries to log into CentreVu CMS, an acknowledgement tells the user either to contact the CentreVu CMS administrator or to change the login ACD.
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Task: assigning user permissions CentreVu CMS Administration 9-7 Assigning user data Reports and timetables • You can refresh or update real-time reports from every 3 to every 600 seconds. Before a CentreVu CMS user can display a realtime report, you must set a minimum refresh rate for the user. The default is 15 seconds greater than the number of seconds set as the minimum refresh rate. • You can put the User Data window on a timetable. See “Using timetables and shorcuts” for more information.
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Task: assigning user permissions CentreVu CMS Administration 9-8 Assigning user data Only the following characters are allowed in login IDs: ! " # $ & ‘ ( ) * + , - .
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing ACD access 9-9 Viewing, assigning, deleting, or changing ACD access ............................................................................................................................................................................................................................................................ 1 ................................................................................
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing ACD access 9-10 The User Permissions ACD Access input window opens. ........................................................................................................................................................................... 3 In the User ID field, type the ID of the user whose ACD access permissions you want to add, change, or view. This field is required. ...........................
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing ACD access 9-11 Reference • The default permission for ACD Access is yes, which gives all users access to all ACDs (real or pseudo). • To turn off a user's access permissions to an ACD (real or pseudo), delete that user's permissions for the ACD instead of clearing the Read and Write check boxes (this saves disk space).
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing feature access 9-12 Viewing, assigning, deleting, or changing feature access ............................................................................................................................................................................................................................................................
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing feature access 9-13 The User Permissions Feature Access input window opens. ........................................................................................................................................................................... 4 In the User IDs field, type the ID of the user whose feature access permissions you want to change or view. This field is required. ....................
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing feature access 9-14 Reference • You can put the Feature Access window on a script. See “Task: automating your activities with scripting” for more information. • You can put the Feature Access window on a timetable. See “Task: using timetables and shortcuts” for more information.
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, or changing main menu addition access 9-15 Viewing, assigning, or changing main menu addition access ............................................................................................................................................................................................................................................................ 1 .....................................................................
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, or changing main menu addition access 9-16 ........................................................................................................................................................................... 5 In the Addition field, type the name of the menu additions that the user will or will not have access to. The name must match the menu addition name exactly. ..................................................
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing split/skill access 9-17 Viewing, assigning, deleting, or changing split/skill access ............................................................................................................................................................................................................................................................ 1 ...............................................................
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing split/skill access 9-18 ........................................................................................................................................................................... 6 Do the following: • Select the Read check box if this user will have read permission for the splits/skills; clear the check box if the user will not have read permission for the splits/skills.
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing split/skill access 9-19 • When you give a user access to the ACD, you must give the user split/skill access for each applicable ACD. • You can put the Split/Skill Access window on a timetable. See “Task: using timetables and shortcuts” for more information. • You can put the Split/Skills Access window on a script. See “Task: automating your activities with scripting” for more information.
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing trunk group access 9-20 Viewing, assigning, deleting, or changing trunk group access ............................................................................................................................................................................................................................................................ 1 ...............................................................
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing trunk group access 9-21 ........................................................................................................................................................................... 6 Do the following: • Select the Read check box if the user will have read permission; clear the Read check box if the user will not have read permission.
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing trunk group access 9-22 • To turn off a user's access permissions to a trunk group, delete that user's permissions for that trunk group instead of disabling the check boxes. The Read and Write default of no permissions is in effect again for that user for that trunk group. • You should have already assigned access permission for the correct ACD when you completed the ACD Access window.
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing vector access 9-23 Viewing, assigning, deleting, or changing vector access ............................................................................................................................................................................................................................................................ 1 .........................................................................
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing vector access 9-24 ........................................................................................................................................................................... 6 Do the following: • Select the Read check box if the user will have read permission; clear the Read check box if this user will not have read permission.
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing VDN access 9-25 Viewing, assigning, deleting, or changing VDN access ............................................................................................................................................................................................................................................................ 1 ...............................................................................
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing VDN access 9-26 ........................................................................................................................................................................... 6 Do the following: • Select the Read check box if the user will have read permission; clear the Read check box if the user will not have read permission.
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Task: assigning user permissions CentreVu CMS Administration Viewing, assigning, deleting, or changing VDN access 9-27 • To turn off a user's access permissions to a VDN, delete that user's permissions for that VDN instead of clearing the Read and Write check boxes. The default of no permissions is in effect again for that user for that VDN. • Assigning only necessary access permissions ensures the best performance of your system.
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Task: assigning user permissions Viewing, assigning, deleting, or changing VDN access CentreVu CMS Administration 9-28
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Task: viewing and changing system setup values CentreVu CMS Administration 10-1 10 Task: viewing and changing system setup values Overview ............................................................................................................................................................................................................................................................
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Task: viewing and changing system setup values CentreVu CMS Administration 10-2 Permissions These permissions apply to viewing and changing system setup values. See “Task: assigning user permissions” for more information. • To view the current CentreVu CMS state or the master ACD, you need read permission for the CentreVu CMS System Setup command. • To change the current CentreVu CMS state or the master ACD, you need write permission for the CentreVu CMS System Setup command.
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Task: viewing and changing system setup values CentreVu CMS Administration Turning data collection on and off for real ACDs 10-3 Turning data collection on and off for real ACDs ............................................................................................................................................................................................................................................................
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Task: viewing and changing system setup values CentreVu CMS Administration Turning data collection on and off for real ACDs 10-4 The Data Collection input window opens. ........................................................................................................................................................................... 3 In the ACD field, select the ACD name for which you want to turn data collection on or off. ......................................................................
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Task: viewing and changing system setup values CentreVu CMS Administration 10-5 Changing the CentreVu CMS state Changing the CentreVu CMS state ............................................................................................................................................................................................................................................................ Prerequisites • 1 ..........................................................................................
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Task: viewing and changing system setup values CentreVu CMS Administration 10-6 Changing the CentreVu CMS state The CMS State input window opens. ........................................................................................................................................................................... 4 Do one of the following: • Click Single-user mode and select Modify. A message displays, telling all users that CentreVu CMS will be brought down in one minute.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-7 Changing the CentreVu CMS state • To add or change data in the following areas, you must put CentreVu CMS in single-user mode (viewing current data does not require single-user mode).
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Task: viewing and changing system setup values CentreVu CMS Administration 10-8 Setting up a pseudo-ACD Setting up a pseudo-ACD ............................................................................................................................................................................................................................................................ Overview A pseudo-ACD is an area in CentreVu CMS used to place previously backed-up ACD data.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-9 Setting up a pseudo-ACD The Pseudo ACD Setup input window opens. ........................................................................................................................................................................... 3 In the ACD field, type the number (nine through 26) or the name of the pseudo-ACD. You must use an ACD number if you have not defined a synonym for it.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-10 Setting up a pseudo-ACD • User Permissions – • all submenu items CMS System Setup – CMS State Data Collection Data Storage Allocation Data Summarizing Free Space Allocation Load Pseudo-ACD Pseudo-ACD Setup R2 Migrate Data R3 Migrate Data Storage Intervals Switch Setup • Maintenance – ACD Status Archiving Status Backup Data Backup/Restore Devices Connection Status Printer Administration Restore Data • CentreVu CMS d
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Task: viewing and changing system setup values CentreVu CMS Administration 10-11 Setting up a pseudo-ACD • Verify that enough free space is available to unarchive the data. View free space allocation to see where data is stored, how much space is needed for the existing ACDs (both real and pseudoACDs), and how much space is available for the pseudo-ACD data. See “Specifying how CentreVu CMS stores data” in this task for more information.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-12 Loading pseudo-ACD data Loading pseudo-ACD data ............................................................................................................................................................................................................................................................ Prerequisites Steps 1 Use these steps to load ACD data into the pseudo-ACD you created in the “Setting up a pseudo-ACD.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-13 Loading pseudo-ACD data The CMS System Setup selector window opens. ........................................................................................................................................................................... 2 Select Operations | Load Pseudo-ACD Data.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-14 Loading pseudo-ACD data The Load Pseudo-ACD Data input window opens. The Status field shows the status of the data being loaded into the pseudo-ACD; the Errors field shows any errors found while loading the pseudo-ACD data. ...........................................................................................................................................................................
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Task: viewing and changing system setup values CentreVu CMS Administration 10-15 Loading pseudo-ACD data ........................................................................................................................................................................... 6 In the Start time field, type the time from when you want to start migrating data to the pseudo-ACD. The default is 12:00 a.m., midnight.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-16 Loading pseudo-ACD data • You can access the Load Pseudo-ACD Data via a script. See “Task: automating your activities with scripting” for more information. • You can put this window on a timetable. See “Task: using timetables and shortcuts” for more information.
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Task: viewing and changing system setup values CentreVu CMS Administration Specifying how CentreVu CMS stores data 10-17 Specifying how CentreVu CMS stores data ............................................................................................................................................................................................................................................................
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Task: viewing and changing system setup values Specifying how CentreVu CMS stores data CentreVu CMS Administration 10-18 The Free Space Allocation input window opens. The Status field shows the name of each table as it is being used. ...........................................................................................................................................................................
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Task: viewing and changing system setup values CentreVu CMS Administration 10-19 Specifying how CentreVu CMS stores data ........................................................................................................................................................................... 8 The % Avail field shows the percentage of space still available. E ND OF STEPS .....................................................................................................................................
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Task: viewing and changing system setup values CentreVu CMS Administration Archiving data in the historical database 10-20 Archiving data in the historical database ............................................................................................................................................................................................................................................................
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Task: viewing and changing system setup values CentreVu CMS Administration 10-21 Archiving data in the historical database ........................................................................................................................................................................... 5 In the Date field, type the date (MM/DD/YY) for which you want the data summarized. Use the following as a guide: • A daily summary consists of a partial day.
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Task: viewing and changing system setup values Archiving data in the historical database CentreVu CMS Administration 10-22 • “Archiver started” displays on the status line for the first request and “Archiver request submitted” displays if there is already a data summary in progress. • Scheduled daily, weekly, and monthly data summaries are queued with manual requests so that just one type of data summarizing runs at one time.
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Task: viewing and changing system setup values CentreVu CMS Administration Starting or stopping external applications 10-23 Starting or stopping external applications ............................................................................................................................................................................................................................................................
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Task: viewing and changing system setup values CentreVu CMS Administration 10-24 Starting or stopping external applications Reference The status of an external application can be one of the following: • Starting — a request to start the external application has been made. • Running — the external application has started and is still running after 10 seconds. • Stopping — a request to stop the external application has been made.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-25 Allocating storage space Allocating storage space ............................................................................................................................................................................................................................................................ Overview Prerequisites Use these steps to specify how much data CentreVu CMS saves and for how long.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-26 Allocating storage space The Data Storage Allocation input window opens. This window shows the values set during installation: the maximum number of splits/skills, agents, trunk groups, trunks, call work codes, vectors, and VDNs for your system. You can allocate storage space for those maximums or you can change those maximums to meet the needs of your call center.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-27 Allocating storage space Steps to set field values The following steps include only the fields that need an explanation: ...........................................................................................................................................................................
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Task: viewing and changing system setup values CentreVu CMS Administration 10-28 Allocating storage space ........................................................................................................................................................................... 8 In the field for Number of Agent login/logout records (0–999,999), type the number of agent login/logout records you want to store. A record is generated each time an agent logs in, one record per login/logout session. ........
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Task: viewing and changing system setup values CentreVu CMS Administration 10-29 Allocating storage space ........................................................................................................................................................................... 13 When you are done changing field values, do one of the following: • Select Modify on the Actions menu or on the toolbar to accept your changes.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-30 Allocating storage space Assuming that free space is available, the maximum storage capabilities are: • Intrahour storage: 62 days • Daily storage: five years (1,825 days) • Weekly/monthly storage: 10 years (520 weeks/120 months) Understand implications The length of the intrahour interval affects how much disk space is needed to store the days of intrahour data.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-31 Allocating storage space • Shift 1 (2, 3, or 4): CentreVu CMS rounds shift times to the nearest interval. For example, if you use 30-minute intervals and set a shift from 8:15 to 5:15, CentreVu CMS assumes that this shift is from 8:00 to 5:30. Shifts must be at least one minute long. You cannot set a shift from 8:00 a.m. to 8:00 a.m. for a 24-hour shift; you must set 8:00 a.m. to 7:59 a.m. for a 24-hour shift.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-32 Allocating storage space Scripting You can script the Data Allocation Status window and schedule the script. See “Task: automating your activities with scripting” for more information. Timetable You cannot put the Data Allocation Status window on a timetable. Switch parameters If you change the switch parameters using VZVHWXS check the parameters on the Data Allocation Status screen.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-33 Migrating CentreVu CMS data Migrating CentreVu CMS data ............................................................................................................................................................................................................................................................
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Task: viewing and changing system setup values CentreVu CMS Administration 10-34 Migrating CentreVu CMS data The R2 Migrate Data input window opens. ........................................................................................................................................................................... 3 For information on using the R2 Migrate Data window, see CentreVu CMS R2V8 Upgrades and Migration 585-215-856. E ND OF STEPS ..........................................................
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Task: viewing and changing system setup values CentreVu CMS Administration 10-35 Migrating CentreVu CMS data The R3 Migrate Data input window opens. ........................................................................................................................................................................... 3 For information on using the R3 Migrate Data window, see CentreVu CMS R2V8 Upgrades and Migration 585-215-856. E ND OF STEPS ..........................................................
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Task: viewing and changing system setup values CentreVu CMS Administration 10-36 Setting storage intervals Setting storage intervals ............................................................................................................................................................................................................................................................ Overview You can set a 15-, 30-, or 60-minute storage interval for ACD data.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-37 Setting storage intervals The Storage Intervals input window opens. ........................................................................................................................................................................... 3 To set the length of your intrahour intervals, select: 15 minutes 30 minutes (default value) 60 minutes ...............................................................................
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Task: viewing and changing system setup values CentreVu CMS Administration 10-38 Setting storage intervals Use the following as a guide: • The default daily summary time is 12:35 a.m. on the day following the day the data was collected. Weekly summaries are started on the day following the selected stop day. Monthly summaries are started on the first day of the next month. For example, January's monthly summary is done on the first day of February.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-39 Setting storage intervals • If the start and stop day are the same day of the week, one day's worth of data is stored per week. • When you change the weekly start or stop day, the current week can be one to 13 days long. You do not need to migrate the data because of this change.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-40 Setting storage intervals Reference Guidelines for setting storage intervals A change in the intrahour interval does not take effect until the end of the current intrahour interval, and existing historical data is automatically migrated when you are changing to a longer intrahour interval.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-41 Setting storage intervals It is time-consuming... If you change your storage intervals, be aware that it is very timeconsuming to change storage intervals for all the data that is being collected. Allocate enough space If you change storage intervals, you may need to adjust the location of CentreVu CMS files or reduce the length of time you store data.
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Task: viewing and changing system setup values CentreVu CMS Administration 10-42 Viewing switch setup data Viewing switch setup data ............................................................................................................................................................................................................................................................
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Task: viewing and changing system setup values CentreVu CMS Administration 10-43 Viewing switch setup data The Switch Setup input window opens. ........................................................................................................................................................................... 3 In the ACDs field, type the names or numbers of the ACDs for which you want information. ...................................................................................................
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Task: viewing and changing system setup values CentreVu CMS Administration 10-44 Viewing switch setup data • The switch features (shows the purchased DEFINITY ECS features that affect CentreVu CMS data: Call Vectoring, Call Prompting, and EAS) E ND OF STEPS ...........................................................................................................................................................................
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-1 11 Task: maintaining CentreVu® CMS Overview ............................................................................................................................................................................................................................................................ Purpose Use the procedures that follow to maintain CentreVu CMS.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-2 • To view the Archiving Status window, you need read permission for the Maintenance command. • To do any of the maintenance procedures, you need write permission for the Maintenance command. • To list devices, you need read-only permission. • To view the Connection Status window, you need read permission for the Maintenance command. • To view printer administration, you need read permission for the Maintenance command.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-3 Viewing ACD status Viewing ACD status ............................................................................................................................................................................................................................................................
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Task: maintaining CentreVu® CMS Viewing ACD status CentreVu CMS Administration 11-4 If your switch does not have EAS, the ACD Status window looks like this:
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-5 Viewing ACD status If your switch has EAS, the ACD Status window looks like this: E ND OF STEPS ...........................................................................................................................................................................
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-6 Viewing ACD status For actions without EAS, note the following field descriptions • CentreVu CMS is measuring: the current value of each of the following items • Splits: splits measured by CentreVu CMS • Total split members: agent/split pairs logged in at the time the ACD Status window was open • Trunk groups: trunk groups measured by CentreVu CMS • Trunks: trunks measured by CentreVu CMS; unmeasured trunks are not included • VDN
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-7 Viewing archiving status Viewing archiving status ............................................................................................................................................................................................................................................................ Steps 1 Use these steps to display the status, date, and time of the last archive for interval, daily, weekly, and/or monthly data.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-8 Viewing archiving status ........................................................................................................................................................................... 6 To view the last archiving status for interval daily, weekly, and/or monthly data, select List all on the Actions menu. The Archiving Status – List All window opens. E ND OF STEPS ...............................................................
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-9 Running a CMSADM file system backup Running a CMSADM file system backup ............................................................................................................................................................................................................................................................ Overview A backup copies the data stored on the CentreVu CMS computer to a removable volume such as tape.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-10 Running a CMSADM file system backup 6) run_pkg: Turn a feature package on or off 7) run_cms: Turn CentreVu CMS on or off 8) port_admin: Administer Modems, Terminals, and Printers Enter choice (1-8) or q to quit. ........................................................................................................................................................................... 3 Type to select the EDFNXS option.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-11 Running a CMSADM file system backup If the number of tapes required is one, the system responds: • [[[[[[[ EORFNV 7DSH 9HULILFDWLRQ [[[[[[[ EORFNV :$51,1* $ &06 )XOO 0DLQWHQDQFH %DFNXS LQ DGGLWLRQ WR WKLV FPVDGP EDFNXS PXVW EH GRQH WR KDYH D FRPSOHWH EDFNXS RI WKH V\VWHP 3OHDVH ODEHO WKH EDFNXS WDSH V ZLWK WKH GDWH DQG WKH FXUUHQW &06 YHUVLRQ U Y [[ [ If the number of tapes required is more than one, the system responds
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Task: maintaining CentreVu® CMS Running a CMSADM file system backup • CentreVu CMS Administration 11-12 A backup is done when your CentreVu CMS is provisioned. This backup contains all the Solaris system files and programs and the CentreVu CMS configuration data that was done by provisioning. Labels for the FPVDGP File system backup tapes are shipped with your CentreVu CMS. You should label the tapes appropriately and store them in a secure area.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-13 Running a maintenance backup Running a maintenance backup ............................................................................................................................................................................................................................................................ Prerequisites Steps • You must do a full backup before doing the first incremental backup.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-14 Running a maintenance backup ........................................................................................................................................................................... 3 The Backup Data input window opens. ,I \RX FKHFN WKH ´YHULI\ EDFNXSµ ER[ WKH V\VWHP UHDGV WKH GDWD RQ HDFK YROXPH DIWHU WKH WDSH LV IXOO RU WKH EDFNXS LV FRPSOHWH LQ RUGHU WR HQVXUH WKH VXFFHVV RI WKH EDFNXS SURFHGXUH ............
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-15 Running a maintenance backup ........................................................................................................................................................................... 5 In the Device name field, type the device name from which/to which you are loading the data. To see a list of device names and attributes, select List device.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-16 Running a maintenance backup • ACD-specific administration data: includes Forecast data (if the feature is active), call work code administration data, VDN administration data, data storage allocation data, exception administration data, agent trace data (historical list of agents traced), and ACD-specific Dictionary names. • Full: includes data for all the time periods in the historical database.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-17 Running a maintenance backup • Timetables for full and incremental backups are already created While running a normal backup, you could receive any of these messages: • CentreVu CMS cannot access the specified device. Enter a new device name. • The volume mounted is bad (corrupt). Mount a new volume. • A volume tape is not mounted in the drive. Mount a volume.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration Assigning a name and description to a device 11-18 Assigning a name and description to a device ............................................................................................................................................................................................................................................................ Steps 1 Use these steps to assign a name and description to a full path name for a device.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration Assigning a name and description to a device 11-19 ........................................................................................................................................................................... 5 In the Path field, type the full Solaris system path to access the specified storage device (for example, GHY UPW F). The Solaris system devices are described in your Solaris system administrator’s guide. ..............
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-20 Monitoring connection status Monitoring connection status ............................................................................................................................................................................................................................................................ Overview Steps You can monitor the data link between the CentreVu CMS processor and the switch.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-21 Monitoring connection status Reference: Application field The Application field shows status for the application layer of the link between the switch and CentreVu CMS. Possible status messages for the Application field are: • ZDLWLQJ VHVVLRQ The application layer is inactive. This is the state of the application layer when the system is first powered on.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-22 Monitoring connection status Reference: Connection field The Connection field shows status for the connection layer of the link between the switch and CentreVu CMS. Possible status messages for the Connection field are: • TXLHVFHQW Indicates that the connection is inactive. This is the state of the connection when the system is first powered on.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-23 Administering a printer Administering a printer ............................................................................................................................................................................................................................................................ Overview Use these steps to assign a name, description, and some options to a printer.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-24 Administering a printer The Printer Administration input window opens. ........................................................................................................................................................................... 4 In the CMS printer name field, type a unique name for this printer. To change the CentreVu CMS printer name, you must first delete the printer name and then add a new name.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-25 Administering a printer ........................................................................................................................................................................... 8 In the Lines per page field, type the number of lines that fit on a page. The default is 66 lines. Reports are formatted to correspond to the value of this field. ................................................................................
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-26 Running a restore Running a restore ............................................................................................................................................................................................................................................................ Overview Prerequisites Use these steps to restore CentreVu CMS data that has been lost due to system failure, disk crashes, or power outages.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-27 Running a restore The Restore Data input window opens. The Status field shows the status of the current or most recent restore; the Errors field shows any errors found in the restore. ...........................................................................................................................................................................
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-28 Running a restore ........................................................................................................................................................................... 5 In the Tables to restore field, select the check boxes for the INFORMIX tables for which you want to restore data. • The table name field shows the designated name of the INFORMIX table.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-29 Running a restore The Restore Data input window opens. The Status field shows the status of the current or most recent restore; the Errors field shows any errors found in the restore. ...........................................................................................................................................................................
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Task: maintaining CentreVu® CMS Running a restore CentreVu CMS Administration 11-30 Note: the start/stop date fields for this procedure only accept a two– digit year. E ND OF STEPS ...........................................................................................................................................................................
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-31 Using the maintenance error log Using the maintenance error log ............................................................................................................................................................................................................................................................ Overview The maintenance error log helps you (and Lucent Services) resolve system problems.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-32 Using the maintenance error log ........................................................................................................................................................................... 3 In the ACD field, type or select the name or number of the ACD for which you want to view the maintenance error log. ......................................................................................................................
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-33 Using the maintenance error log • You can use the maintenance error log to get the status of the Forecast manager. • You can use the maintenance error log to get the status of backups and/or archiving that completed without a Backup/Archiving Status window open.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-34 Using the maintenance error log Maintenance error codes and related messages are listed by error code number. Each message is followed by a explanation of why the error occurred and how to fix it: Error code Message/reason/action 500 81,; HUURU RQ 23(1 ILOH Reason — This error is logged when a has been done on a timetable and the timetable is unable to write the changes.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-35 Task reference Task reference ............................................................................................................................................................................................................................................................ Backup strategy Use the information that follows to develop a backup strategy appropriate to your call center.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-36 Reference: full backup Reference: full backup ............................................................................................................................................................................................................................................................ A full backup includes all the data in the CentreVu CMS database tables (historical data, dictionary, permissions, etc.).
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-37 Reference: incremental backup Reference: incremental backup ............................................................................................................................................................................................................................................................
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-38 Reference: incremental backup Set up a schedule The next table shows how the tapes that were allocated for full and incremental backups are rotated over a two-week period. Notice that the extra tapes alternate with regular tapes from week to week so the same tapes are not used every time.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-39 Reference: complex backup Reference: complex backup ............................................................................................................................................................................................................................................................ Purpose You may need a different combination of incremental and full backups to meet the needs of your call center.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-40 Reference: complex backup Set up a schedule The next table shows how the tapes that were allocated for complex backups are rotated over a two-week period. Notice that the extra tapes alternate with regular tapes from week to week so the same tapes are not used every time.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-41 Reference: recovery kit Reference: recovery kit ............................................................................................................................................................................................................................................................
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-42 Reference: recovery kit – Runtime Enhanced SQL (ESQL) 9.14 – International Language Supplement (ILS) 2.11 • Solaris 4.2 (contained on the Solaris Easy Access Server 2.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-43 Reference: labeling the backup volume Reference: labeling the backup volume ............................................................................................................................................................................................................................................................
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Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-44 Reference: labeling the backup volume How to interpret backup information Decode backup information as follows.
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Task: maintaining CentreVu® CMS CentreVu CMS Administration Reference: results of daily, weekly, and monthly data summaries 11-45 Reference: results of daily, weekly, and monthly data summaries ............................................................................................................................................................................................................................................................
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Task: maintaining CentreVu® CMS Reference: results of daily, weekly, and monthly data summaries CentreVu CMS Administration 11-46
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Task: learning and using Solaris CentreVu CMS Administration 12-1 12 Task: learning and using Solaris Overview ............................................................................................................................................................................................................................................................
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Task: learning and using Solaris CentreVu CMS Administration 12-2 Logging into Solaris Logging into Solaris ............................................................................................................................................................................................................................................................ Prerequisites Steps Note the following: • Caution: Be careful when accessing the Solaris system and running Solaris system commands.
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Task: learning and using Solaris CentreVu CMS Administration 12-3 Using Solaris Using Solaris ............................................................................................................................................................................................................................................................ Steps To use Solaris: ..........................................................................................................................................
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Task: learning and using Solaris CentreVu CMS Administration 12-4 Viewing a Solaris system file Viewing a Solaris system file ............................................................................................................................................................................................................................................................ Prerequisites Steps Note that the pg command displays Solaris system file data one terminal screen at a time.
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Task: learning and using Solaris CentreVu CMS Administration 12-5 Changing a user’s password Changing a user’s password ............................................................................................................................................................................................................................................................ Steps If a user forgets his or her password: .........................................................................................
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Task: learning and using Solaris CentreVu CMS Administration 12-6 Returning to CentreVu CMS Returning to CentreVu CMS ............................................................................................................................................................................................................................................................ 1 ......................................................................................................................................
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Task: learning and using Solaris CentreVu CMS Administration 12-7 Administering a printer Administering a printer ............................................................................................................................................................................................................................................................ Overview Using the CentreVu Supervisor interface, you can administer a printer for each PC.
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Task: learning and using Solaris CentreVu CMS Administration 12-8 Administering a printer ........................................................................................................................................................................... 5 In the SULQW MRE UHTXHVW ,'! field, type the job number of the print request you want to cancel. E ND OF STEPS ...................................................................................................................................
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Task: learning and using Solaris CentreVu CMS Administration 12-9 Administering a printer ........................................................................................................................................................................... 2 To resume printing queued requests at a disabled printer, type the following command at the prompt: XVU ELQ HQDEOH SULQWHU QDPH! E ND OF STEPS ................................................................................................
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Task: learning and using Solaris CentreVu CMS Administration Stopping or starting the Scheduler utility 12-10 Stopping or starting the Scheduler utility ............................................................................................................................................................................................................................................................ Overview Steps The Scheduler utility stops or starts print jobs scheduled for a printer.
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Task: learning and using Solaris CentreVu CMS Administration 12-11 Restore files in Solaris Restore files in Solaris ............................................................................................................................................................................................................................................................ Steps 1 The file systems on the computer can be restored when an accidental loss of data occurs. .......................................
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Task: learning and using Solaris Restore files in Solaris CentreVu CMS Administration 12-12
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Task: using timetables and shortcuts CentreVu CMS Administration 13-1 13 Task: using timetables and shortcuts Overview ............................................................................................................................................................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-2 • Adding tasks to a shortcut • Copying shortcut tasks • Deleting tasks from a shortcut • Changing shortcut tasks Timetable is a software program that enables you to schedule one or more administrative tasks for completion at specified times. You can put up to 100 tasks on each timetable and schedule each timetable's start time. A shortcut is similar to a timetable but it does not schedule tasks for completion.
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Task: using timetables and shortcuts CentreVu CMS Administration 13-3 Creating and scheduling a timetable Creating and scheduling a timetable ............................................................................................................................................................................................................................................................ 1 ..............................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-4 Creating and scheduling a timetable • Daily to run the timetable on the same days every week. (For weekly reports, type [ next to the one day of the week on which you want the timetable to run.) E ND OF STEPS ........................................................................................................................................................................... Steps To add the timetable to CentreVu CMS: ..........
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Task: using timetables and shortcuts CentreVu CMS Administration 13-5 Creating and scheduling a timetable Reference • You can create more than one timetable task from a window. For example, suppose you want historical split/skill summary interval reports for skills 1 through 9, and you also want the same date and times for each report: — Go to the report window and type for the skill number, for the date, and for the times. — Select Run on the action list.
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Task: using timetables and shortcuts CentreVu CMS Administration 13-6 Creating a timetable without scheduling it Creating a timetable without scheduling it ............................................................................................................................................................................................................................................................ 1 ................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-7 Creating a timetable without scheduling it • Daily to run the timetable on the same days every week. Type [ next to the days of the week on which you want the timetable to run. (For weekly reports, type [ next to the one day of the week on which you want the timetable to run). E ND OF STEPS .................................................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration Creating a timetable without scheduling it 13-8 ........................................................................................................................................................................... 6 Select the Exit SLK to close the Timetable window. Your previously opened window displays.
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Task: using timetables and shortcuts CentreVu CMS Administration 13-9 Copying a timetable Copying a timetable ............................................................................................................................................................................................................................................................ Steps To copy a timetable: .....................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-10 Copying a timetable E ND OF STEPS ........................................................................................................................................................................... Reference • You can copy timetables from other users. You cannot copy over an existing timetable. • When you copy a timetable, the schedule information and the timetable tasks are copied.
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Task: using timetables and shortcuts CentreVu CMS Administration 13-11 Deleting a timetable Deleting a timetable ............................................................................................................................................................................................................................................................ Steps To delete a timetable: ................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-12 Editing a timetable Editing a timetable ............................................................................................................................................................................................................................................................ Steps To edit a timetable: ....................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-13 Adding tasks to a timetable Adding tasks to a timetable ............................................................................................................................................................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-14 Adding tasks to a timetable ........................................................................................................................................................................... 6 To go to the task you want to schedule, use the normal menu selections from the Main Menu Keeping Entries displays on the status line. This is the Keep mode. ............................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-15 Adding tasks to a timetable Reference • Only the owner of the timetable and the call center administrator can add tasks to a timetable. • To add a task to the beginning of a timetable, leave the Task number(s) field blank and add the new task before the first task. If you are adding tasks to a timetable that has no tasks, leave the Task number(s) field blank.
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Task: using timetables and shortcuts CentreVu CMS Administration 13-16 Copying timetable tasks Copying timetable tasks ............................................................................................................................................................................................................................................................ Steps To copy a timetable task: .......................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-17 Copying timetable tasks ........................................................................................................................................................................... 7 Press Return to move the cursor to the action list, then select Copy and press Return again. If the action completes successfully, “Successful” displays in the status line.
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Task: using timetables and shortcuts CentreVu CMS Administration 13-18 Deleting tasks from a timetable Deleting tasks from a timetable ............................................................................................................................................................................................................................................................ Steps To delete a task from a timetable: ..............................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-19 Deleting tasks from a timetable ........................................................................................................................................................................... 7 Select the Exit SLK. The Timetable window opens. E ND OF STEPS .......................................................................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-20 Editing a timetable globally Editing a timetable globally ............................................................................................................................................................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-21 Editing a timetable globally ........................................................................................................................................................................... 7 Type the new value, list, or range of values to replace the values in the selected field type. ..........................................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-22 Editing a timetable globally ........................................................................................................................................................................... 2 Do the following If Then You want to make the changes you specified. Select Modify.
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Task: using timetables and shortcuts CentreVu CMS Administration 13-23 Changing timetable tasks Changing timetable tasks ............................................................................................................................................................................................................................................................ Steps To change a timetable task: ...................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-24 Changing timetable tasks ........................................................................................................................................................................... 7 Repeat Steps 5 and 6 until you have changed all the tasks. After you have changed the last task, a prompt asks if you want to save your changes. ............................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-25 Listing all the timetables in your database Listing all the timetables in your database ............................................................................................................................................................................................................................................................ Steps To list all the timetables in your database: ............................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-26 Using timetables with the system clock Using timetables with the system clock ............................................................................................................................................................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-27 Using timetables with the system clock ........................................................................................................................................................................... 4 Type . Result: The following displays: VHOHFW WKH IROORZLQJ 7XUQ RQ &06 7XUQ RII &06 W\SH WKH FKRLFH ....................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-28 Creating a shortcut Creating a shortcut ............................................................................................................................................................................................................................................................ Steps To create a shortcut: ...................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-29 Creating a shortcut ........................................................................................................................................................................... 7 Repeat the window and action list selections for each task that you want to view with this shortcut. .............................................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-30 Running a shortcut Running a shortcut ............................................................................................................................................................................................................................................................ 1 ...............................................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-31 Copying a shortcut Copying a shortcut ............................................................................................................................................................................................................................................................ Steps To copy a shortcut: .......................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-32 Copying a shortcut ........................................................................................................................................................................... 9 Press Exit to close the Shortcut window and return to your previously opened windows. Your previously opened windows displays. E ND OF STEPS ......................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-33 Deleting a shortcut Deleting a shortcut ............................................................................................................................................................................................................................................................ Steps To delete a shortcut: ...................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-34 Editing a shortcut Editing a shortcut ............................................................................................................................................................................................................................................................ Steps To edit a shortcut: .......................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-35 Adding tasks to a shortcut Adding tasks to a shortcut ............................................................................................................................................................................................................................................................ Steps To add tasks to a shortcut: ...............................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-36 Adding tasks to a shortcut ........................................................................................................................................................................... 8 Repeat the preceding steps to add as many tasks as you need, then select the Keep SLK and select Stop when you are finished adding tasks. An acknowledgment window asks if you want to save your changes. .................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-37 Copying shortcut tasks Copying shortcut tasks ............................................................................................................................................................................................................................................................ Steps To copy a shortcut task: ..........................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-38 Copying shortcut tasks Choosing the Add following task field causes the copies to be placed after a specified task in the shortcut. Choosing Add each task after the task from which it was copied causes each copy to display directly after the task of which it is a copy. ........................................................................................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-39 Deleting tasks from a shortcut Deleting tasks from a shortcut ............................................................................................................................................................................................................................................................ Steps To delete a task from a shortcut: .................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-40 Changing shortcut tasks Changing shortcut tasks ............................................................................................................................................................................................................................................................ Steps To change a shortcut task: ......................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-41 Changing shortcut tasks ........................................................................................................................................................................... 8 Repeat Steps 6 and 7 until you have changed all tasks. After you have changed the last task, a prompt asks if you want to save your changes. .................................................................................................
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Task: using timetables and shortcuts CentreVu CMS Administration 13-42 Task Reference Task Reference ............................................................................................................................................................................................................................................................ Timetables • You cannot select the terminal as a destination for report output on a timetable.
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Task: using timetables and shortcuts CentreVu CMS Administration 13-43 Task Reference • Tasks associated with different ACDs can be on the same timetable. • To run identical tasks on more than one ACD, you must either create separate timetables for each ACD or separate tasks on the same timetable. • Selecting Add, Get contents: Add tasks, or Get Contents: Modify from the Timetable action list automatically activates Keep mode.
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Task: using timetables and shortcuts CentreVu CMS Administration 13-44 Task Reference • A timetable print job is automatically sent to your default printer unless a printer name is specified on the task. If your default printer is changed, CentreVu CMS automatically sends your timetables to your new default printer. You do not have to change the timetable tasks.
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Task: using timetables and shortcuts CentreVu CMS Administration 13-45 Task Reference Shortcuts • Each user can create up to 10 shortcuts. • Once a shortcut is started, it cannot be stopped. • You can copy shortcuts from other users. • When creating a shortcut, a user cannot exceed the maximum window count assigned to that user. • When you select Shortcut, you are automatically placed in the Keep mode if you select Add, Get contents: Add tasks, or Get Contents: Modify from the action list.
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Task: using timetables and shortcuts CentreVu CMS Administration 13-46 Task Reference Shortcuts and permissions • If you delete a CentreVu CMS user ID and that user has shortcuts, all shortcuts belonging to that user are deleted. • If you change a user's access permissions, it could affect that user's shortcuts.
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Glossary CentreVu CMS Administration GL-1 Glossary ............................................................................................................................................................................................................................................................ A abandoned call A call on which a caller hangs up before an agent answers.
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Glossary CentreVu CMS Administration GL-2 acknowledgment A window that requires you to confirm an action or acknowledge a system message. You cannot move, size, or scroll this window and it closes only when you confirm the action or acknowledge the message.
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Glossary CentreVu CMS Administration GL-3 agent position (non-EAS) The combination of agent login ID and split the agent logged into. Agents logged into multiple splits are associated with multiple positions. Call data is collected separately for each agent/split combination. agent role A description of the kind of service an agent in multiple skills gives for 1 of these skills. Agent role is a combination of call-handling preference and skill/reserve levels.
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Glossary CentreVu CMS Administration GL-4 ASA See average speed of answer. ASAI See Adjunct/Switch Applications Interface. auto-available split An ACD capability that enables VRUs such as the CONVERSANT® Voice Information System to be brought online again immediately after a power failure or system restart, without time-consuming reprogramming.
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Glossary CentreVu CMS Administration GL-5 available (AVAIL) An agent work mode in which the extension can accept an ACD call. The agent enters this state by selecting the AI or MI work mode. average agent service time The average time you are expecting or targeting each agent to spend on an ACD call, including talk time and ACW time. average speed of answer (ASA) The average time a caller waits in queue before connecting to an agent.
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Glossary CentreVu CMS Administration GL-6 Call Prompting A switch feature that routes incoming calls based on information supplied by the caller, such as an account number. The caller hears an announcement and is prompted to select an option from those listed in the announcement. Call Vectoring A switch feature that provides a highly flexible method for processing ACD calls using VDNs and vectors as processing points between trunk groups and splits.
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Glossary CentreVu CMS Administration GL-7 copy group or profile A CentreVu CMS operation that creates a new group or profile from an existing one. current A CentreVu CMS operation that displays data from the current interval. current interval The current intrahour interval, which can be 15, 30, or 60 minutes. The current interval is part of the real-time database. current wait time The time a call has waited for service in a call queue adjusted for queue priority.
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Glossary CentreVu CMS Administration GL-8 database A group of files that store ACD data according to a specific time period. This can be current and previous intrahour real-time data or intrahour, daily, weekly, and monthly historical data. database item A name for a specific type of data stored in one of the CentreVu CMS databases.
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Glossary CentreVu CMS Administration GL-9 direct agent ACW (DACW) An agent state in which the agent is in the after call work state for a direct agent ACD call. direct agent calling An EAS capability that allows a caller to reach the same agent every time and allows the call center to include the call as an ACD call in management tracking. This is ideal for claims processing in which a client needs to speak with the agent handling the claim.
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Glossary CentreVu CMS Administration GL-10 expected wait time (EWT) An estimate of how long a caller will have to wait to be served by a call center while in queue. EWT is based on current and past traffic, handling time, and staffing conditions. Time spent in vector processing before being queued and time spent ringing an agent with manual answering on is not included in the EWT. With the G3V5 and later, and CentreVu CMS R3V5 and later, the EWT is a switch-based calculation.
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Glossary CentreVu CMS Administration GL-11 Forced Multiple Call Handling (FMCH) A feature available with G3V4 or later switches. When activated for a split/skill, FMCH allows calls to be automatically delivered to an idle line appearance if the agent is in the AI/MI work mode and if an unrestricted line appearance is available on the voice terminal. ............................................................................................................................................................
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Glossary CentreVu CMS Administration GL-12 INFORMIX SQL An interactive interface typically used to view the INFORMIX database. Integrated Services Digital Network (ISDN) A digital standard for telephony that enables telephone, television, and computer signals on the same lines. interval ASA The average time a call waits in queue before connecting to an agent, calculated on reporting interval boundaries and used for pre-R3V4 CentreVu CMS reporting.
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Glossary CentreVu CMS Administration GL-13 LOGOFF An agent trace work mode in which an agent is logged out and not available to take ACD calls. LOGON An agent trace work mode in which an agent is logged in and available to take ACD calls. logout reason codes Codes that enable an agent to specify the reason for logging out, such as the end of a shift or training. Look Ahead Interflow (LAI) A switch feature that can be used to balance the call load among multiple call centers.
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Glossary CentreVu CMS Administration GL-14 message windows Temporary windows used for displaying information such as syntactical field errors. Message windows cannot be moved, sized, or scrolled and are not included in the user window count. Message windows are automatically removed when you correct the error or move to the next field. MI See Manual In. MIA See most idle agent.
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Glossary CentreVu CMS Administration GL-15 ............................................................................................................................................................................................................................................................ N name (synonym) fields A field in which you can input a name (synonym) that you have entered in the Dictionary.
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Glossary CentreVu CMS Administration GL-16 previous interval A 1–intrahour interval that is part of the real-time database. At the end of each intrahour interval, the contents of the current intrahour interval are copied to the previous intrahour interval portion of the real-time database. primary skill A skill assigned to an agent as that agent's strongest skill. Primary skills are the areas in which the agent has the most expertise.
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Glossary CentreVu CMS Administration GL-17 Redirect On No Answer An ACD capability that assists the user if a call is not answered in a specified number of rings. The terminal extension, including ports with VRUs, is busied out and the call goes back into the queue at top priority. refresh rate The number of seconds CentreVu CMS should wait for each update of the real-time report data.
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Glossary CentreVu CMS Administration GL-18 Service Observing–Remote A feature that allows a user to dial into the switch and monitor a call. Service Observing–VDNs A feature available with G3V4 or later that gives a user the ability to monitor the treatment a call receives as it is processed by a VDN. single-user mode A mode in which only 1 person can log into the CentreVu CMS server. Data continues to be collected if data collection is on. skill See agent skill.
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Glossary CentreVu CMS Administration GL-19 trunk A telephone circuit that carries calls between 2 switches, between a central office and a switch, or between a central office and a telephone. trunk group A group of trunks that are assigned the same dialing digits: either a phone number or a direct inward dialed (DID) prefix. ....................................................................................................................................................................................
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Glossary CentreVu CMS Administration GL-20 VDN skill preference A prioritized list of agent skills administered for a VDN that are needed or preferred for the answering agent. VDN skill preferences require a call to be routed to an ACD agent with a particular attribute or set of attributes. vector A list of steps that process calls according to a user definition.
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Index CentreVu CMS Administration IN-1 Index Numerics 3B2 computer migrating data from 10-33 A access permissions ACD 9-3 feature 9-3 split/skill 9-3 trunk group 9-3 VDN 9-3 vector 9-3 ACD administrative interface 1-13 master 10-2 ACD access permissions assigning 9-9 changing 9-9 deleting 9-9 viewing 9-9 ACD Access window 9-10 ACD status viewing 11-3 ACD Status window 11-3 ACD’s changing during backup 3-6 ACDs adding 3-6 changing 3-6 deleting 3-6 ACDs input window 3-7 Actions menu 2-12 Actions menu item
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Index CentreVu CMS Administration IN-2 backup, (continued) recovery kit 11-41 status of, in maintenance error log 11-33 to save data 11-35 while archiving 11-16 Backup Data input window 11-14 Backup Data window List device command 11-19 backup information format of 11-43 how to interpret 11-44 backup strategy 11-35 complex backup 11-39 full backup 11-36 incremental backup 11-37 backup volume labeling 11-43 backup, CMSADM 11-35 steps to run it 11-9 what it consists of 11-9 backup, complex tape allocation f
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Index CentreVu CMS Administration IN-3 default toolbar buttons 2-6 DEFINITY ECS with EAS 6-3, 6-9, 6-13 DEFINITY ECS without EAS 6-3 devices naming and describing 11-18 Dictionary names for exceptions and exceptions reports 8-52 permissions for 3-2 rules for 3-2 searching globally 3-36 Dictionary reports agent group members 3-68 running 3-65 Dictionary selector window 2-4, 2-6, 3-6 E EAS (see Expert Agent Selection) 8-2, 8-11 capabilities of 1-14 EAS (See Expert Agent Selection), EAS 11-3 EAS (See Expert
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Index CentreVu CMS Administration IN-4 login ID names, (continued) viewing 3-40 Login Identifications input window 3-41 login IDs agent 3-40 names 3-40 Login Information window 1-3 Login Status indicator 2-3 logout reason codes adding 3-43 changing 3-43 names of 3-43 viewing 3-43 Logout Reason Codes input window 3-43 Look Ahead Interflow attempts 8-20 M MAIN 3-58 main menu access permissions assigning 9-15 changing 9-15 viewing 9-15 Main Menu Addition Access window 9-15 maintenance backup 2-13, 11-13 ful
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Index CentreVu CMS Administration IN-5 Reports selector window 2-4, 2-6, 3-65, 4-2 Reports tab 2-10 reports window 2-10 RESERVE 3-20 restore 2-14 after backing up 11-26 automatic 11-26 manual 11-26, 11-28 running 10-7, 11-26 restore data 10-5 Restore Data input window 11-28 RINGING 3-58 route to 8-25 command 8-20 step 8-20, 8-29 ROVING 3-20 running a report 4-2 S Save As HTML window 5-10 Save as Script using 5-2 Save as Script Action window 5-13 Save as Script window 5-2, 5-6 automatic 5-7 interactive 5-
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Index CentreVu CMS Administration IN-6 switch setup data viewing 10-42 switch setup values 10-42 Switch Setup window 10-43 switches 1-14 certified for CentreVu CMS 1-18 System Setup selector window 2-6 system tray icon 2-9 T terminals approved for CentreVu CMS 1-19 troubleshooting 1-19 Threshold Colors tab 2-10 thresholds for each exception type 8-6 setting the limit for 8-6 time in vector exception 8-25 timetables adding tasks to 13-13 adding to CentreVu CMS 13-4, 13-7 and permissions 13-44 assigning ta
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Index CentreVu CMS Administration IN-7 vector names adding 3-63 changing 3-63 deleting 3-63 viewing 3-63 Vectors input window (Dictionary) 3-63 W work modes default names for 3-17
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Index CentreVu CMS Administration IN-8