Specifications

Contents CentreVu CMS Administration
iv
Changing generic string values synonyms . . . . . . . . . . . . . . 3-35
Searching the Dictionary globally . . . . . . . . . . . . . . . . . . 3-36
Viewing, adding, deleting, or changing location IDs . . . . . . . . . . . 3-38
Viewing, adding, or changing login ID names . . . . . . . . . . . . . 3-40
Viewing, adding, or changing logout reason code names. . . . . . . . . 3-43
Viewing or changing split/skill string values . . . . . . . . . . . . . . 3-46
Viewing, adding, deleting, or changing split/skill names . . . . . . . . . 3-49
Viewing
CentreVu CMS database items . . . . . . . . . . . . . . . 3-52
Viewing, adding, deleting, or changing trunk group names . . . . . . . . 3-54
Viewing or changing trunk string values . . . . . . . . . . . . . . . 3-56
Viewing, adding, deleting, or changing VDN names . . . . . . . . . . . 3-60
Viewing, adding, deleting, or changing vector names . . . . . . . . . . 3-63
Running Dictionary reports . . . . . . . . . . . . . . . . . . . . 3-65
Chapter 4: Task: running, printing, exiting, and restarting a report
Running a report . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Printing a report. . . . . . . . . . . . . . . . . . . . . . . . . 4-3
Setting up a report page . . . . . . . . . . . . . . . . . . . . . 4-4
Exiting and restarting a report . . . . . . . . . . . . . . . . . . . 4-6
Task reference . . . . . . . . . . . . . . . . . . . . . . . . . 4-7
Chapter 5: Task: automating your activities with scripting
Using Save as Script . . . . . . . . . . . . . . . . . . . . . . . 5-2
Scripting reports . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Scripting the export of report output . . . . . . . . . . . . . . . . . 5-8
Scripting a report saved as HTML. . . . . . . . . . . . . . . . . . 5-10
Scripting windows and actions . . . . . . . . . . . . . . . . . . . 5-12
Task reference . . . . . . . . . . . . . . . . . . . . . . . . . 5-15
Chapter 6: Task: administering call center agents
Starting an agent trace . . . . . . . . . . . . . . . . . . . . . . 6-3
Listing agents traced . . . . . . . . . . . . . . . . . . . . . . . 6-7
Changing agent skills and extension split assignments . . . . . . . . . 6-9
Creating or applying an agent template . . . . . . . . . . . . . . . 6-15
Multi-agent skill change and moving extensions between splits . . . . . . 6-17
Running a split members report . . . . . . . . . . . . . . . . . . 6-22
Chapter 7: Task: administering your call center
Viewing, adding, or deleting call work codes . . . . . . . . . . . . . 7-3
Changing VDN skill preferences . . . . . . . . . . . . . . . . . . 7-6
Adding, deleting, or changing split/skill call profiles . . . . . . . . . . . 7-9
Viewing trunk group assignments . . . . . . . . . . . . . . . . . . 7-11
Running a trunk group members report . . . . . . . . . . . . . . . 7-13
Changing VDN-to-vector assignments . . . . . . . . . . . . . . . . 7-16
Adding, deleting, or changing VDN call profiles . . . . . . . . . . . . 7-19
Running vector configuration reports . . . . . . . . . . . . . . . . 7-23
Chapter 8: Task: administering exceptions
Changing your exceptions notification . . . . . . . . . . . . . . . . 8-3