Lucent Technologies CentreVu CMS Administration Manual de usuario

585–210–910

Comcode 108501743

Issue 1

November 1999

CentreVu®

CMS Administration

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.Product Development Manager

Product Development Manager 1 888-LTINFO6

Notice

Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is

subject to change.

Mandatory Customer InformationMandatory customer information

European Union declaration of conformity

Lucent Technologies Business Communications Systems declares that the equipment specified in this document conforms to the referenced

European Union (EU) Directives and Harmonized Standards listed below: EMC Directive89/336/EEC Low Voltage Directive 73/23/EEC. The

“CE” mark affixed to the equipment means that it conforms to the above Directives.

Heritage statement

Lucent Technologies—formed as a result of AT&T's planned restructuring—designs, builds, and delivers a wide range of public and private

networks, communication systems and software, consumer and business telephone systems, and microelectronics components. The world-

renowned Bell Laboratories is the research and development arm for the company.

Security statementYour responsibility for your system’s security

Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company's

employees, agents, subcontractors, or persons working on your company's behalf. Note that there may be a risk of toll fraud associated with your

telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.You and

your system manager are responsible for the security of your system, such as programming and configuring your equipment to prevent

unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration documents

provided with this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce

that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier

telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that

result from such unauthorized use.

Trademarks

SunSun Microsystems, Inc. Sun Microsystems Sun Microsystems, Inc.the Sun LogoSun Microsystems, Inc. Solaris Sun Microsystems, Inc.

Solstice DiskSuite Sun Microsystems, Inc. SunLink Sun Microsystems, Inc.UltraSun Microsystems, Inc.SPARC. All SPARC trademarks are

used under license and are trademarks or registered trademarks of SPARC International, Inc. in the United States and other countries. Products

bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems, Inc. SPARC International,

Inc.CentreVuDEFINITYINTELIntel CorporationPentiumIntel CorporationMicrosoftMicrosoft CorporationMSMicrosoft CorporationMS-

DOSMicrosoft CorporationWindows Microsoft CorporationWindows NTMicrosoft Corporation

Ordering informationOrdering information

For information about ordering, see About this information product.

Support telephone numbers

Technical Support Telephone NumberLucent Technologies National Customer Care Center

Lucent Technologies provides a telephone number for you to use to report problems or to ask questions about your call center. The support

telephone number for customers in the U.S.A. and Canada is 1-800-242-2121. For technical support, customers outside the United States should

call their Lucent Technologies Representative or Distributor.

Information Product Support Telephone Number

Call the Lucent Technologies National Customer Care Center.

Lucent technologies fraud intervention

If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud

Intervention Hotline at 1-800-643-2353.

Developed by Lucent Technologies Customer Training and Information Products.This document was prepared by the Global Learning Solutions

organization, Lucent Technologies, Denver, Colorado, U.S.A.

Contents CentreVu CMS Administration

iii

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

Contents CentreVu CMS Administration

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

Contents CentreVu CMS Administration

Administering agent exceptions . . . . . . . . . . . . . . . . . . 8-4

Administering split/skill exceptions . . . . . . . . . . . . . . . . . 8-11

Administering trunk group exceptions . . . . . . . . . . . . . . . . 8-16

Administering VDN exceptions . . . . . . . . . . . . . . . . . . . 8-20

Administering vector exceptions . . . . . . . . . . . . . . . . . . 8-26

Running an agent exceptions report . . . . . . . . . . . . . . . . . 8-30

Running a data collection report . . . . . . . . . . . . . . . . . . 8-34

Running a malicious call trace report . . . . . . . . . . . . . . . . 8-36

Running a split/skill exceptions report . . . . . . . . . . . . . . . . 8-38

Running a trunk group exceptions report . . . . . . . . . . . . . . . 8-41

Running a VDN exceptions report. . . . . . . . . . . . . . . . . . 8-44

Running a vector exceptions report . . . . . . . . . . . . . . . . . 8-47

Task reference . . . . . . . . . . . . . . . . . . . . . . . . . 8-50

Reference: interactions with other commands . . . . . . . . . . . . . 8-52

Reference: real-time exceptions log . . . . . . . . . . . . . . . . . 8-54

Task reference: reports . . . . . . . . . . . . . . . . . . . . . . 8-56

Chapter 9: Task: assigning user permissions

Assigning user data . . . . . . . . . . . . . . . . . . . . . . . 9-3

Viewing, assigning, deleting, or changing ACD access. . . . . . . . . . 9-9

Viewing, assigning, deleting, or changing feature access. . . . . . . . . 9-12

Viewing, assigning, or changing main menu addition access . . . . . . . 9-15

Viewing, assigning, deleting, or changing split/skill access . . . . . . . . 9-17

Viewing, assigning, deleting, or changing trunk group access . . . . . . . 9-20

Viewing, assigning, deleting, or changing vector access . . . . . . . . . 9-23

Viewing, assigning, deleting, or changing VDN access. . . . . . . . . . 9-25

Chapter 10: Task: viewing and changing system setup values

Turning data collection on and off for real ACDs . . . . . . . . . . . . 10-3

Changing the

CentreVu

CMS state . . . . . . . . . . . . . . . . . 10-5

Setting up a pseudo-ACD . . . . . . . . . . . . . . . . . . . . . 10-8

Loading pseudo-ACD data . . . . . . . . . . . . . . . . . . . . 10-12

Specifying how

CentreVu

CMS stores data . . . . . . . . . . . . . . 10-17

Archiving data in the historical database . . . . . . . . . . . . . . . 10-20

Starting or stopping external applications . . . . . . . . . . . . . . . 10-23

Allocating storage space . . . . . . . . . . . . . . . . . . . . . 10-25

Steps to set field values. . . . . . . . . . . . . . . . . . . . . . 10-27

Migrating

CentreVu

CMS data . . . . . . . . . . . . . . . . . . . 10-33

Setting storage intervals . . . . . . . . . . . . . . . . . . . . . 10-36

Viewing switch setup data . . . . . . . . . . . . . . . . . . . . . 10-42

Chapter 11: Task: maintaining

CentreVu®

CMS

Viewing ACD status . . . . . . . . . . . . . . . . . . . . . . . 11-3

Viewing archiving status . . . . . . . . . . . . . . . . . . . . . 11-7

Running a CMSADM file system backup . . . . . . . . . . . . . . . 11-9

Running a maintenance backup . . . . . . . . . . . . . . . . . . 11-13

Assigning a name and description to a device . . . . . . . . . . . . . 11-18

Monitoring connection status. . . . . . . . . . . . . . . . . . . . 11-20

Administering a printer . . . . . . . . . . . . . . . . . . . . . . 11-23

Contents CentreVu CMS Administration

Running a restore . . . . . . . . . . . . . . . . . . . . . . . . 11-26

Using the maintenance error log . . . . . . . . . . . . . . . . . . 11-31

Task reference . . . . . . . . . . . . . . . . . . . . . . . . . 11-35

Reference: full backup . . . . . . . . . . . . . . . . . . . . . . 11-36

Reference: incremental backup . . . . . . . . . . . . . . . . . . 11-37

Reference: complex backup . . . . . . . . . . . . . . . . . . . . 11-39

Reference: recovery kit . . . . . . . . . . . . . . . . . . . . . . 11-41

Reference: labeling the backup volume . . . . . . . . . . . . . . . 11-43

Reference: results of daily, weekly, and monthly data summaries . . . . . 11-45

Chapter 12: Task: learning and using Solaris

Logging into Solaris . . . . . . . . . . . . . . . . . . . . . . . 12-2

Using Solaris. . . . . . . . . . . . . . . . . . . . . . . . . . 12-3

Viewing a Solaris system file. . . . . . . . . . . . . . . . . . . . 12-4

Changing a user’s password. . . . . . . . . . . . . . . . . . . . 12-5

Returning to

CentreVu

CMS . . . . . . . . . . . . . . . . . . . . 12-6

Administering a printer . . . . . . . . . . . . . . . . . . . . . . 12-7

Stopping or starting the Scheduler utility . . . . . . . . . . . . . . . 12-10

Restore files in Solaris . . . . . . . . . . . . . . . . . . . . . . 12-11

Chapter 13: Task: using timetables and shortcuts

Creating and scheduling a timetable. . . . . . . . . . . . . . . . . 13-3

Creating a timetable without scheduling it. . . . . . . . . . . . . . . 13-6

Copying a timetable . . . . . . . . . . . . . . . . . . . . . . . 13-9

Deleting a timetable . . . . . . . . . . . . . . . . . . . . . . . 13-11

Editing a timetable. . . . . . . . . . . . . . . . . . . . . . . . 13-12

Adding tasks to a timetable . . . . . . . . . . . . . . . . . . . . 13-13

Copying timetable tasks . . . . . . . . . . . . . . . . . . . . . 13-16

Deleting tasks from a timetable. . . . . . . . . . . . . . . . . . . 13-18

Editing a timetable globally . . . . . . . . . . . . . . . . . . . . 13-20

Changing timetable tasks . . . . . . . . . . . . . . . . . . . . . 13-23

Listing all the timetables in your database. . . . . . . . . . . . . . . 13-25

Using timetables with the system clock. . . . . . . . . . . . . . . . 13-26

Creating a shortcut . . . . . . . . . . . . . . . . . . . . . . . 13-28

Running a shortcut . . . . . . . . . . . . . . . . . . . . . . . 13-30

Copying a shortcut . . . . . . . . . . . . . . . . . . . . . . . 13-31

Deleting a shortcut . . . . . . . . . . . . . . . . . . . . . . . 13-33

Editing a shortcut . . . . . . . . . . . . . . . . . . . . . . . . 13-34

Adding tasks to a shortcut. . . . . . . . . . . . . . . . . . . . . 13-35

Copying shortcut tasks . . . . . . . . . . . . . . . . . . . . . . 13-37

Deleting tasks from a shortcut . . . . . . . . . . . . . . . . . . . 13-39

Changing shortcut tasks . . . . . . . . . . . . . . . . . . . . . 13-40

Task Reference . . . . . . . . . . . . . . . . . . . . . . . . . 13-42

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . GL-1

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IN-1

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.

This information product specifically addresses the

DEFINITY®

Enterprise Communications Server (ECS) functionality of

CentreVu

CMS. If you are implementing

CentreVu

CMS R3V8 for the first time,

you may have

DEFINITY

ECS Release 8. If you are upgrading from an

earlier version of

CentreVu

CMS, you may have an earlier ECS or an

earlier Generic 3 (G3) switch release.

Reason for reissue This information product is a task-based guide to call center

administration.

The ACD basics appendix has been moved to the

DEFINITY®

ECS

R8 Guide to ACD Call Centers 555-233-503

The vectoring EAS appendix has been moved to the

DEFINITY

ECS

R8 Vectoring and EAS Guide 555-230-521.

This information product documents version 8 of

CentreVu

Supervisor.

DEFINITY

/G2 information has been removed throughout.

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.

How to use this information

product Use this overview map to find the information you need to administer

your

CentreVu

CMS call center.

To learn about... See this task...

Accessing and using

CentreVu

CMS Startup and exit

The

CentreVu

Supervisor user

interface Navigating

CentreVu

Supervisor

Using the Dictionary Naming your call center entities

in the Dictionary

Reports and how to use them Running, printing, exiting, and

restarting a report

What you can do with scripting Automate your activities with

scripting

Changing agent splits/skills,

creating agent templates, moving

extensions between splits, and

using agent trace

Administering your call center

About this information product CentreVu CMS Administration

Conventions used The following conventions are used in this information product.

Product release

DEFINITY

Enterprise Communications Server is called “ECS” or

“switch”. Unless otherwise noted, the term ECS includes Releases 6, 7,

and 8. The functionality of earlier switch releases is noted if it differs

from that of Releases 6 through 8.

Document number

Lucent publication titles are followed by their document number. For

example, see

CentreVu

Supervisor Release 8

Reports 585-210-929

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...

Defining agents, split/skill, trunk

group, VDN, and vector

exceptions,and running exceptions

reports

Administering exceptions

Kinds of permissions; how and

when to assign them Assigning user permissions

Changing

CentreVu

CMS state,

allocating storage space,

specifying storage intervals, and

other system setup activities

Viewing and changing system

setup values

Understanding maintenance:

backups, restores, and backup

strategy; the maintenance error

log; backup volumes and labeling

Maintaining

CentreVu

CMS

The Solaris operating system and

how to use it Learning and using Solaris

How timetables and shortcuts

streamline your activities Using timetables and shortcuts

About this information product CentreVu CMS Administration

Typography

Courier font

designates

input

and

output

• Input is something you type into the user interface. For example,

Type

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

Related documentation The following information may also be helpful:

•

CentreVu

CMS R3V5 Custom Reports

585-215-822

•

CentreVu

CMS R3V5 Forecast

585-215-825

•

CentreVu

Supervisor Release 8

Reports 585-210-929

•

CentreVu

CMS R3V8

Open Database Connectivity585-210-

911

•

Lucent Call Center Release 8 Change Description 585-210-

925

•

CentreVu

CMS R3V8

External Call History Interface 585-

210-912

•

CentreVu Advocate Release 8 User Guide585-210-927

•

CentreVu

Supervisor Release 8

Installation and Getting

Started 585-215-860

•

CentreVu

CMS R3V8

Sun Microsystems, Inc.Sun

Upgrades

and Migrations 585-210-913

•

CentreVu

CMS

Sun Microsystems, Inc.Sun

Software

Installation and Maintenance 585-215-866

•

Lucent Call Center Documentation CD-ROM585-210-926

•

CentreVu

CMS R3V8

Hardware Maintenance and

Troubleshooting585-210-919

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