585-215-835-I2_tp 9/21/01 2:02 PM Page 1 CentreVu® Explorer Version 1.
585-215-835-I2_tp 9/21/01 2:02 PM Page 2 Disclaimer Intellectual property related to this product (including trademarks) and registered to Lucent Technologies Inc. has been transferred or licensed to Avaya Inc. Any reference within the text to Lucent Technologies Inc. or Lucent should be interpreted as references to Avaya Inc. The exception is cross references to books published prior to April 1, 2001, which may retain their original Lucent titles. Avaya Inc.
final_manual.book : exp_title_pa.fm Page ii Monday, May 4, 1998 1:00 PM Copyright© 1998 Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change.
final_manual.book : exp_title_pa.fm Page iii Monday, May 4, 1998 1:00 PM Document Support Telephone Number Lucent Technologies provides telephone numbers for you to use to report errors or to ask questions about the information in this document. The support telephone numbers are: Voice: 1 888 584-6366 and International Voice: +1-317-322-6848.
final_manual.book : feedback_2.fm Page 1 Monday, May 4, 1998 1:00 PM How are we doing? Document Title: Document No.: CentreVu® Explorer Installation and Getting Started Guide 585-215-835 Date: May 1998 Lucent Technologies welcomes your feedback on this document. Your comments can be of great value in helping us to improve our documentation. 1.
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final_manual.book : final_manualtoc.fm Page i Monday, May 4, 1998 1:00 PM Table of Contents CentreVu Explorer Software Installation 1-1 System Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Network Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 ECS/Switch Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 CentreVu CMS Requirements . . . . . . . . . . . . . . . . . . . . . . .
final_manual.book : final_manualtoc.fm Page ii Monday, May 4, 1998 1:00 PM Table of Contents Explorer Login Window . . . . . . . . . . . . . . Main Menu . . . . . . . . . . . . . . . . . . . . . . . . Window Elements . . . . . . . . . . . . . . . . Displaying Results . . . . . . . . . . . . . . Window Viewing and Sizing . . . . . . . A Quick Start to CentreVu Explorer . . . . . ....... ....... ....... ....... ....... ....... ...... ...... ...... ...... ...... ...... ...... ...... ...... ...... ...... ..
final_manual.book : installation.fm Page 1 Monday, May 4, 1998 1:00 PM 1 CentreVu Explorer Software Installation 1 System Overview 1 CentreVu® Explorer collects data in a Lucent Technologies call center environment. Data is delivered to an external Microsoft* Windows NT† server via a local area network (LAN) connection to the CentreVu Call Management System (CMS). Note: The CentreVu CMS must be connected to a DEFINITY® Enterprise Communications Server (ECS)/switch.
final_manual.book : installation.fm Page 2 Monday, May 4, 1998 1:00 PM Software Installation Network Diagram 1 The following is a list of the network requirements: l ECS/switch l CentreVu CMS l CentreVu Explorer server l Local area network l CentreVu Explorer client workstation. The following diagram indicates a typical network configuration utilizing CenterVu Explorer.
final_manual.book : installation.fm Page 3 Monday, May 4, 1998 1:00 PM Software Installation ECS/Switch Requirements 1 The ECS/switch requires a communication link to the CentreVu CMS. Appropriate automatic call distribution (ACD) translations must be configured to generate external call history (ECH) results on the CentreVu CMS. These results include measured agents, vectors, vector directory numbers (VDNs) and other applicable call center translations.
final_manual.book : installation.fm Page 4 Monday, May 4, 1998 1:00 PM Software Installation Customer Responsibilities 1 You must do the following to transfer call history data: 1. Purchase the External Call History Interface package. 2. Contact your Lucent representative to have the ECHI feature authorized. If you are an international customer, contact your Lucent Technologies representative or distributor. 3. Install the ECHI feature on CentreVu CMS. 4.
final_manual.book : installation.fm Page 5 Monday, May 4, 1998 1:00 PM Software Installation Memory 1 CentreVu Explorer requires 128 MB of memory. Database server performance on large data sets is directly affected by available memory. Call centers of all sizes benefit from CentreVu Explorer. Call centers taking 100,000 or more ACD calls per day quickly accumulate large volumes of data.
final_manual.book : installation.fm Page 6 Monday, May 4, 1998 1:00 PM Software Installation Remote access is necessary for system diagnosis, maintenance, and software updates. System Software Configuration 1 The following software packages are required to operate with CentreVu Explorer Version 1.0: l Microsoft Windows NT Server 4.0 Service Pack 3 l Microsoft SQL Server 6.5 with Service Pack 3 l Microsoft Internet Information Server 3.0 with Active Server Pages (ASP) support.
final_manual.book : installation.fm Page 7 Monday, May 4, 1998 1:00 PM Software Installation Disk Storage Requirements 1 This table shows call record storage requirements based on the number of calls per day over a period of months. # of Avg # of Months Segments 3 3 6 3 12 3 24 3 3 2 6 2 12 2 24 2 6 2 12 2 24 2 6 2 12 2 24 2 Table 1: Disk Storage ACD Calls In MegaBytes Per Day Daily Req’d Total Req’d 100,000 87.3 7,853.5 100,000 87.3 15,707.0 100,000 87.3 31,414.0 100,000 87.3 62,828.1 100,000 58.
final_manual.book : installation.fm Page 8 Monday, May 4, 1998 1:00 PM Software Installation ECS/switch call vector processing has a minimum of one (1) segment. Over the life of the call, information is added to a segment based on the corresponding events occurring during the call’s life, starting from the time it entered vector processing and until vector processing releases all call record information for the call.
final_manual.book : installation.fm Page 9 Monday, May 4, 1998 1:00 PM Software Installation Network Connectivity 1 CentreVu Explorer requires a transmission control protocol/internet protocol (TCP/IP) connection to the CentreVu CMS via a local area network (LAN). The TCP/IP LAN connection is necessary so that the CMS can transfer external call history data to the CentreVu Explorer server. This same LAN connectivity allows client workstations to access CentreVu Explorer through a web browser.
final_manual.book : installation.fm Page 10 Monday, May 4, 1998 1:00 PM Software Installation Client Requirements and Recommendations 1 The client workstation must be able to run a supported web browser. CentreVu Explorer has been tested with Microsoft Internet Explorer 3.01 and Netscape Navigator* 3.0. However, any hypertext markup language (HTML) 2.0 compliant browser will work.
final_manual.book : installation.fm Page 11 Monday, May 4, 1998 1:00 PM Software Installation Installation Information Chart 1 This information applies to installations. Please complete the following table and keep for your records when installing or upgrading. Table 2: Checklist What you need Definition Write It Down Here LAN Card The physical connection between the CentreVu CMS and the Explorer server must be provided over a LAN. Two types of connections are available—Ethernet or Token Ring.
final_manual.book : installation.fm Page 12 Monday, May 4, 1998 1:00 PM Software Installation CentreVu Explorer Installation Preparation 1 The following checklist is designed to assist Lucent Technologies in the installation of your CentreVu Explorer server. CentreVu Explorer Server Hardware Checklist Please fill in the hardware checklist below, taking care to specify additional information or descriptions where requested. System Memory A minimum of 128 MB is required; 256 MB is recommended.
final_manual.book : installation.fm Page 13 Monday, May 4, 1998 1:00 PM Software Installation Disk Controller Type — EIDE controller — SCSI controller — RAID (Redundant Array of Inexpensive Disks) Array Controller (Please specify RAID Level): _____________________________ — Other (Please specify): ____________________ Number of I/O Controller Channels — Please specify the number of channels: ____________ Disk Capacity A minimum of 4 GB of disk capacity is required.
final_manual.book : installation.fm Page 14 Monday, May 4, 1998 1:00 PM Software Installation Setting Up the CentreVu Explorer Server Verify that the CentreVu CMS can ping the CentreVu Explorer server. This test establishes the IP connectivity required for the CentreVu CMS to transfer external call history data to the CentreVu Explorer server.
final_manual.book : installation.fm Page 15 Monday, May 4, 1998 1:00 PM Software Installation Setting Up CentreVu Explorer Client 1 If you plan on accessing the CentreVu Explorer server from a client workstation, verify that you can reach the CentreVu Explorer server by pinging it from a workstation.
final_manual.book : installation.fm Page 16 Monday, May 4, 1998 1:00 PM Software Installation Provisioning and Activation of ECHI Call your Lucent representative to schedule activation of ECHI. Has External Call History Interface been installed on CMS? — Yes — No Note: ECHI should be activated within 24 hours prior to the installation of the CentreVu Explorer server software. Activation of ECHI requires a shutdown and restart of the CentreVu CMS. Care should be taken to schedule this appropriately.
final_manual.book : installation.fm Page 17 Monday, May 4, 1998 1:00 PM Software Installation CentreVu Explorer Server Software Installation Sequence 1 This section documents the software installation sequence required to install the software components for the CentreVu Explorer server. Caution Failure to follow the installation sequence may result in a violation of the warranty.
final_manual.book : installation.fm Page 18 Monday, May 4, 1998 1:00 PM Software Installation Microsoft Windows NT 4.0 and Microsoft Internet Information Server 2.0 1 Microsoft Windows NT Server 4.0 is the operating system for the CentreVu Explorer and must be loaded before any other software components. If there is an existing version of Windows NT on the server, it should be removed. It is preferable to format the system disk and install Windows NT Server 4.
final_manual.book : installation.fm Page 19 Monday, May 4, 1998 1:00 PM Software Installation Microsoft Internet Information Server 3.0 1 The Microsoft Internet Information Server 3.0 with ASP support is intended to be loaded on top of the Microsoft Internet Information Server 2.0, and it must be loaded after the Windows NT Server 4.0 installation has been completed. Note: Microsoft Internet Information Server 3.0 is an upgrade only and must be installed after Internet Information Server 2.0.
final_manual.book : installation.fm Page 20 Monday, May 4, 1998 1:00 PM Software Installation Installing on CentreVu Explorer Server 1 The primary tasks in CentreVu Explorer server installation are as follows: l Loading CentreVu Explorer software l Establishing network connection. Loading CentreVu Explorer Software Prior to loading the CentreVu Explorer application software, make sure you have loaded all of the required software.
final_manual.book : installation.fm Page 21 Monday, May 4, 1998 1:00 PM Software Installation Establishing Network Connection 1 Appendix A of this document contains a high-level overview for connecting a server running Microsoft NT Server 4.0 to a local area network. Refer to Microsoft documentation for complete guidelines on how to connect a Windows NT Server 4.0 machine to your local area network.
final_manual.book : installation.fm Page 22 Monday, May 4, 1998 1:00 PM Software Installation Launching CentreVu Explorer After installing the appropriate browser, click on the internet browser icon on your desktop. After clicking the internet browser icon, your predefined “home page” is activated. If the CentreVu Explorer screen is not defined as your start-up screen, you must change the IP address to your CentreVu Explorer server.
final_manual.book : installation.fm Page 23 Monday, May 4, 1998 1:00 PM Software Installation Verifying the Installation 1 When you have completed the installation of CentreVu Explorer, the following procedure can be used to determine if data is flowing from the CentreVu CMS: 1. Log into the CentreVu Explorer server. 2. From the Start Menu choose Settings. 3. Click on Control Panel. You should see a window similar to the one shown below: 4. From the Control Panel double click on the CentreVu icon.
final_manual.book : installation.fm Page 24 Monday, May 4, 1998 1:00 PM Software Installation You should then see the CentreVu Data Import Service Control applet as shown below: Verify that the CentreVu Explorer Service is running. If the status is stopped, click on the Start button to start the service. If there are external call history records available and the CentreVu CMS is sending data properly, the records processed field should increment within 45 minutes of the installation completion time.
final_manual.book : installation.fm Page 25 Monday, May 4, 1998 1:00 PM Software Installation The last two items in the list can be checked by looking in the NT Event Log for any errors pertaining to the SQL Server or the CentreVu Explorer Service. If there are no error messages indicating a failure, record the message and contact the National Customer Care Center at 1-800-242-2121. (Lucent Technologies also offers feebased installation consultation.
final_manual.book : installation.fm Page 26 Monday, May 4, 1998 1:00 PM Software Installation CentreVu Explorer Database Backup CentreVu Explorer stores ECHI data from the CentreVu CMS in a Microsoft SQL Server database. We recommend the database be periodically archived to allow for data recovery in the event of a catastrophic system failure. The backup interval should be determined based on acceptable data loss. Nightly or daily off-peak backups are suggested.
final_manual.book : getting started.fm Page 1 Monday, May 4, 1998 1:00 PM C CentreVu Explorer Getting Started with Explorer 2 1 Product Overview 1 CentreVu® Explorer transforms valuable DEFINITY® call center information into powerful knowledge. This knowledge is crucial to the management of your call center.
final_manual.book : getting started.fm Page 2 Monday, May 4, 1998 1:00 PM Getting Started with Explorer l Queue treatment such as holding times and abandons in queue. CentreVu Explorer delivers knowledge to the desktop via powerful Microsoft* Windows NT† based internet server technologies. CentreVu Explorer requires only a frame compliant web browser on the client.
final_manual.book : getting started.fm Page 3 Monday, May 4, 1998 1:00 PM Getting Started with Explorer Explorer Login Window 1 After launching CentreVu Explorer, the login window appears as follows: Enter a valid account name and password then click the Submit button to gain access to the CentreVu Explorer Main Menu window. If you do not have a CentreVu Explorer login account, please see your CentreVu Explorer administrator.
final_manual.book : getting started.fm Page 4 Monday, May 4, 1998 1:00 PM Getting Started with Explorer Main Menu The CentreVu Explorer main window displays four icons as shown below: Click on Explorer to go to the query and reporting interface of CentreVu Explorer. Click on Agent In-Focus to access predefined queries for common reporting scenarios.
final_manual.book : getting started.fm Page 5 Monday, May 4, 1998 1:00 PM Getting Started with Explorer Window Elements 1 The CentreVu Explorer window is divided into the following frames: Element Selection Frame Search Criteria Frame Query Results Frame Element Selection Frame—This frame contains the ECHI elements that are used to formulate queries. The ECHI elements are divided into two logical groups: l Agent Info—Contains elements related to agent-based information.
final_manual.book : getting started.fm Page 6 Monday, May 4, 1998 1:00 PM Getting Started with Explorer Sample Query” in the CentreVu Explorer User Guide (585-215-840) for additional information on building queries. Search Criteria Frame—This frame allows the user to enter parameters specific to the items selected in the query section when the “Build Query” button is selected.
final_manual.book : getting started.fm Page 7 Monday, May 4, 1998 1:00 PM Getting Started with Explorer Window Viewing and Sizing 1 Based on your monitor’s size and terminal resolution, a varying amount of data may be displayed in a single window.
final_manual.book : getting started.fm Page 8 Monday, May 4, 1998 1:00 PM Getting Started with Explorer l l l Reduce Search Criteria Section—Moving the control bar between windows expands the results section. Session Display—Viewing with the Session Display mode reduces elements to most commonly requested items. Additional details can be obtained in the cradle-to-grave reports. Frame Resizing—The individual frame boundaries can be dragged with the mouse to change the size of each frame independently.
final_manual.book : getting started.fm Page 9 Monday, May 4, 1998 1:00 PM Getting Started with Explorer A Quick Start to CentreVu Explorer 1.
final_manual.book : getting started.fm Page 10 Monday, May 4, 1998 1:00 PM Getting Started with Explorer The Element Selection window appears: Build Query Buttons 2. Check the query elements for your search and click on Build Query. See “Appendix B, Query Elements” in the CentreVu Explorer User Guide (585215-840) for definitions and parameters for each of the query elements.) Note: You may also click the Agent Info and Call Info icons to build the query.
final_manual.book : getting started.fm Page 11 Monday, May 4, 1998 1:00 PM Getting Started with Explorer When the following window refreshes, parameters for each of the options you selected appear in the Search Criteria frame on the right side of the window. Also included in the Search Criteria frame are query control parameters for the date range and the maximum number of rows of results to return. 3. Enter a date range for your query. 4.
final_manual.book : getting started.fm Page 12 Monday, May 4, 1998 1:00 PM Getting Started with Explorer The Query Results frame appears at the bottom of the window. This frame shows the results of your search. The top of the screen continues to display the Element Selection and Search Criteria frames. Note: Repeat the previous steps to drill down to more specific subsets of the call information. 7. By clicking on a Call ID number, you see a cradle-to-grave analysis of an individual call.
final_manual.book : getting started.
final_manual.book : getting started.
final_manual.book : trouble.fm Page 1 Monday, May 4, 1998 1:00 PM C CentreVu Explorer Troubleshooting 3 1 Introduction 1 If you are having trouble with any of the procedures mentioned in this document, please read through this section before calling the National Customer Care Center. The problem may be something you can quickly solve yourself.
final_manual.book : trouble.fm Page 2 Monday, May 4, 1998 1:00 PM Troubleshooting Troubleshooting Tips 1 This section helps you with problems you may encounter when installing, logging into, or running CentreVu® Explorer. It contains tables which describe error messages that may appear in CentreVu Explorer. NT Event Log Error Messages Types 1 The following types of error messages can appear: l l l Information—Used primarily for informational messages. Usually not indicative of a problem.
final_manual.book : trouble.fm Page 3 Monday, May 4, 1998 1:00 PM Troubleshooting Error Message Corrective Action This machine does not have the correct version of Microsoft Internet Information Server installed. The NT Server must have Internet Information Server 3.0 with ASP support loaded before attempting to install CentreVu Explorer. Complete the Internet Information Server installation before attempting to install CentreVu Explorer.
final_manual.book : trouble.fm Page 4 Monday, May 4, 1998 1:00 PM Troubleshooting SQL Server Error Messages 1 This table lists the SQL server error messages. Error Message Corrective Action Error: 1105, Severity: 17, State: 2 An operation on the CentreVu Explorer Database caused an internal database error. This error indicates that the database ran out of log space. Record the message and contact the National Customer Care Center.
final_manual.book : trouble.fm Page 5 Monday, May 4, 1998 1:00 PM Troubleshooting Data Import Service Messages 1 This table lists the data import service messages. Error Messages Corrective Action The service was started. No corrective action required. This is merely an informational message. INFORMATION The service was stopped. INFORMATION The CentreVu Explorer Service was installed. INFORMATION The CentreVu Explorer Service was removed. INFORMATION The initialization process failed.
final_manual.book : trouble.fm Page 6 Monday, May 4, 1998 1:00 PM Troubleshooting OBDC Error Messages 1 This table lists the OBDC error messages. Error Message Corrective Action [Microsoft] [ODBC SQL Server Driver] [SQL Server] Login failed An attempt to login to SQL has failed. Record the message and contact the National Customer Care Center. WARNING [Microsoft] [ODBC Driver Manager] Connection not open Record the message and contact the National Customer Care Center.
final_manual.book : trouble.fm Page 7 Monday, May 4, 1998 1:00 PM Troubleshooting Log-in Error Messages 1 This table lists the DB-Library error messages Error Message Corrective Action The CentreVu Explorer Service which loads the call history data is not processing at this time. Please contact your Windows NT system administrator for help The database is more than 95% full. Refer to the Data Discard section of this document.
final_manual.book : trouble.fm Page 8 Monday, May 4, 1998 1:00 PM Troubleshooting Database Maintenance Procedures 1 CentreVu Explorer contains built in database maintenance procedures designed to keep the database healthy and responsive. These procedures are setup during the installation of CenterVu Explorer and are scheduled to run automatically in the late evening and early morning hours.
final_manual.book : appendix.fm Page 1 Monday, May 4, 1998 1:00 PM A CentreVu Explorer Appendix A 1 NT Server Connection Assistance 1 The following sections provide assistance in connecting CentreVu® Explorer to your local area network (LAN). In particular, these instructions pertain to the administration of the Microsoft* Windows NT† Server 4.0. Note: Refer to the Microsoft software support manuals and your network administrator for further assistance.
final_manual.book : appendix.fm Page 2 Monday, May 4, 1998 1:00 PM Appendix A Establishing Server Network Connection Hardware 1 1 Communication between CentreVu Explorer and CentreVu Call Management System (CMS) is provided via a LAN connection. Additionally, for terminals external to the CentreVu Explorer server, access is provided via a LAN. Networks may be one of the following: l Ethernet l Token Ring.
final_manual.book : appendix.fm Page 3 Monday, May 4, 1998 1:00 PM Appendix A CentreVu Explorer Server Identification Select the Identification tab in the Network Administration window. The following screen appears: Enter the following information: 1. Computer Name—This field provides a place to type the host name for your computer. This is the name of the CentreVu Explorer server. This might be a name you use to identify your computer on a smaller, local network.
final_manual.book : appendix.fm Page 4 Monday, May 4, 1998 1:00 PM Appendix A CentreVu Explorer Protocol Assignment The Ethernet or Token Ring assignments must be made to successfully connect to the network. Assignments are made in the Protocols tab of the Network Administration window. Following is a representative setup of an Ethernet environment. Select the Protocols tab from the Network dialog box.
final_manual.book : appendix.fm Page 5 Monday, May 4, 1998 1:00 PM Appendix A Select the TCP/IP Protocol item from the Protocols tab of the Network dialog box. The following window is displayed: Enter the appropriate IP address for the CentreVu Explorer server. Also enter the Subnet Mask and Default Gateway information. 1. IP Address—Enter the IP address obtained from your network administrator. An IP address is 4 numbers from 0 to 255, separated by periods. 2.
final_manual.book : appendix.fm Page 6 Monday, May 4, 1998 1:00 PM Appendix A The DNS Server information is configured via the DNS tab. After selecting the DNS tab, the following screen appears: The following information is required: l l Host Name—Enter the same information entered in the Computer Name field in the Identification tab. Domain—Enter the same information entered in the Domain field in the Identification tab.
final_manual.book : appendix.fm Page 7 Monday, May 4, 1998 1:00 PM Appendix A Set the adapter to Auto Detect in the Adapters tab. Caution After setting up the system software, you must restart your computer for the changes to take effect. Exit all programs and save any work in progress. If you are still experiencing problems, contact your network administrator for the proper software setup.
final_manual.book : appendix.
