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1 CentreVu . CMS Administration 585 210 910. Comcode 108501743. Issue 1. November 1999. Copyright 1999 Lucent Technologies. All Rights Reserved. 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 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.

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

3 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, Sun LogoSun Microsystems, Inc. Solaris Sun Microsystems, Inc. Solstice DiskSuite Sun Microsystems, Inc. SunLink Sun Microsystems, Microsystems, 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.

4 SPARC International, DEFINITY INTELI ntel CorporationPentiumIntel CorporationMicrosoftMicrosoft CorporationMSMicrosoft CorporationMS- DOSM icrosoft 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 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.

5 Developed by Lucent Technologies Customer Training and Information document was prepared by the Global Learning Solutions organization, Lucent Technologies, Denver, Colorado, 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.

6 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 iv Changing generic string values synonyms .. 3-35. Searching the Dictionary globally.

7 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.

8 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 v Administering agent exceptions.

9 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.

10 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.