Specifications

Contents CentreVu CMS Administration
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Contents
About this information product . . . . . . . . . . . . . . . . . . . . . . . . vii
Chapter 1: Task: startup and exit
Starting
CentreVu Supervisor on Windows 98 or NT. . . . . . . . . . . 1-2
Logging into
CentreVu CMS . . . . . . . . . . . . . . . . . . . . 1-3
Adding new servers . . . . . . . . . . . . . . . . . . . . . . . 1-7
Choosing or changing your password . . . . . . . . . . . . . . . . 1-9
Closing
CentreVu Supervisor windows . . . . . . . . . . . . . . . . 1-10
Logging out of
CentreVu CMS . . . . . . . . . . . . . . . . . . . 1-11
Exiting
CentreVu Supervisor . . . . . . . . . . . . . . . . . . . . 1-12
Task reference: general . . . . . . . . . . . . . . . . . . . . . . 1-13
Task reference:
CentreVu CMS specifications . . . . . . . . . . . . . 1-16
Task reference: switches . . . . . . . . . . . . . . . . . . . . . 1-18
Task reference: terminals . . . . . . . . . . . . . . . . . . . . . 1-19
Task reference: printers . . . . . . . . . . . . . . . . . . . . . . 1-20
Task reference:
CentreVu CMS support services . . . . . . . . . . . . 1-21
Task reference: using the Helpline. . . . . . . . . . . . . . . . . . 1-22
Task reference:
CentreVu CMS training classes . . . . . . . . . . . . 1-23
Chapter 2: Navigating
CentreVu® Supervisor
Using the controller window before you log into the server . . . . . . . . 2-2
Using the controller window after you log into the server . . . . . . . . . 2-4
Using the features common to all
CentreVu Supervisor windows . . . . . 2-9
Using the selector windows . . . . . . . . . . . . . . . . . . . . 2-10
Using the input windows . . . . . . . . . . . . . . . . . . . . . 2-12
Using the browse buttons . . . . . . . . . . . . . . . . . . . . . 2-16
Using the history list . . . . . . . . . . . . . . . . . . . . . . . 2-19
Task reference . . . . . . . . . . . . . . . . . . . . . . . . . 2-20
Chapter 3: Task: naming your call center entities in the Dictionary
Adding, deleting, or changing ACDs . . . . . . . . . . . . . . . . . 3-6
Creating or copying agent groups . . . . . . . . . . . . . . . . . . 3-8
Viewing, listing, adding, or deleting agents in an agent group . . . . . . . 3-11
Changing agent string values . . . . . . . . . . . . . . . . . . . 3-16
Viewing, adding, or changing announcement synonyms . . . . . . . . . 3-21
Viewing, adding, deleting, or changing AUX reason code names . . . . . . 3-23
Viewing, adding, or creating calculations . . . . . . . . . . . . . . . 3-26
Viewing, adding, deleting, or changing call work codes. . . . . . . . . . 3-29
Adding constants to the database . . . . . . . . . . . . . . . . . . 3-31
Defining your own database items. . . . . . . . . . . . . . . . . . 3-33