User guide

CentreVu CMS R3V8 High Availability User Guide
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3: User Scenarios . . . . . . . . . . . . . . . . . . . . . . 3-1
Agent Trace - Modification . . . . . . . . . . . . . 3-1
Base Load Upgrades with High Availability . . . . . . . . 3-1
Call Work Codes . . . . . . . . . . . . . . . . . 3-2
Change Agent Skills . . . . . . . . . . . . . . . . 3-2
Custom Reports . . . . . . . . . . . . . . . . . 3-2
Designer Reports. . . . . . . . . . . . . . . . . 3-3
Dictionary Changes . . . . . . . . . . . . . . . . 3-4
Exceptions . . . . . . . . . . . . . . . . . . . 3-7
External Call History - Turning on and off. . . . . . . . . 3-8
Forecast Data Storage Allocation Administration . . . . . . 3-9
Forecasting Report Data, Administration . . . . . . . . . 3-9
Main Menu Additions . . . . . . . . . . . . . . . 3-10
Printers . . . . . . . . . . . . . . . . . . . . 3-10
Scripting . . . . . . . . . . . . . . . . . . . 3-10
Shortcuts . . . . . . . . . . . . . . . . . . . 3-10
Split/Skill Call Profile Setup . . . . . . . . . . . . . 3-11
Synchronizing the CMS servers after turning
Data Collection On/Off . . . . . . . . . . . . . . . 3-12
Timetables – Running only on the Primary server . . . . . . 3-16
Timetables – Running on both Primary and Secondary servers . 3-17
Timetables – Global edits to change server ownership . . . . 3-18
Users - Adding or modifying . . . . . . . . . . . . . 3-20
Users - Removing . . . . . . . . . . . . . . . . 3-20
Users - Setting User Passwords. . . . . . . . . . . . 3-21
VDN Call Profile Administration . . . . . . . . . . . . 3-21
Visual Vectors - Vector Changes. . . . . . . . . . . . 3-22
4: High Availability Backup & Restore Strategy . . . . . . . . . . . . . 4-1
High Availability Backup Strategy. . . . . . . . . . . . . 4-1
Synchronizing after an unscheduled outage of the
Primary CMS server . . . . . . . . . . . . . . . . 4-1
Synchronizing after an unscheduled outage of the
Secondary CMS server . . . . . . . . . . . . . . . 4-2