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Lucent Technologies CentreVu Call Management System Release 3 Version 8 External Call History Interface Manual
Lucent Technologies CentreVu Call Management System Release 3 Version 8 External Call History Interface Manual
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CentreVu® CMS R3V8 External Call History Interface Call Record File Format15 . FIRSTVDN43211 00110100 00110011 00110010 00110001 00110001 00000000 .ORIGLOGIN0 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 . ANSLOGIN501800110101 00110000 00110001 00111000 00000000 00000000 00000000 00000000 00000000 00000000 .LASTOBSERVER0 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 . DIALED_NUM43211 00110100 00110011 00110010 00110001 00110001 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 . CALLING_PTY0101A0102 (eqloc for Generic 3 V3 and earlier) ANI for Generic 2.2, Generlc 3 V4, and the ECS 00110000 00110001 00110000 00110001 01000001 00110000 00110001 00110000 00110010 00000000 00000000 00000000 00000000 .LASTDIGITS1 00000001 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 .LASTCWC12345 00110001 00110010 00110011 00110100 00110101 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 . CALLING_II0 00000000 00000000 00000000 FieldCall Report EntryCall Record Entry
CentreVu® CMS R3V8 External Call History Interface Call Record File Format16 Second Call Segment and Call Record 0 The scenario continues with the second call segment of the inbound vectored call being transferred to a VDN. The call was transferred by agent 5018 to a VDN. the following table explains the call record for the second call segment. This record has no header information because it follows the first call segment record in the same file. 1. The caller is transferred to VDN 43712 which points to Vector 37. 2.The call is queued to Splits 4 and 5 at high priority using a “queue to” step to queue to Split 4, and a “check” step to queue to Split 5. 3. The call waits 1 second and then rings for 2 seconds before being answered by agent 2139 in Split 5. 4. The caller and agent talk for 3 minutes, 19 seconds, and then the agent releases the call. 5. The agent has 1 minute of after call work during which the agent enters call work code 67890. Stop time is 7:42:35 (includes the ACW time that extends beyond the time at which the caller dropped). The first column in the following table shows that all fields in this record are record fields. See “Record Field Format” on page 3 of this document for the field type (integer, smallint or character), length, and description. The Call Report Entry column shows data that would appear on a standard CentreVu CMS call report for this call segment. The shaded Call Record Entry column shows the binary equivalent of the Call Report Entry data. This binary data appears in an actual call record file in the order shown in the following table. Spaces are shown between bytes for clarity in the Call Record Entry column. NOTE: FieldCall Report EntryCall Record Entry Record FieldsCALLID212 11010100 00000000 00000000 00000000 . ACWTIME01:00 00111100 00000000 00000000 00000000 . ANSHOLDTIME00:00 00000000 00000000 00000000 00000000 . CONSULTTIME00:00 00000000 00000000 00000000 00000000 . DISPTIME00:03 00000011 00000000 00000000 00000000 . DURATION03:22 11001010 00000000 00000000 00000000
CentreVu® CMS R3V8 External Call History Interface Call Record File Format17 Record FieldsSEGSTART07:38:13 04/16/94 10110110 10111110 01010111 00100101 . SEGSTOP07:42:35 04/16/94 10110110 10111110 01011010 11101011 . TALKTIME03:19 11000111 00000000 00000000 00000000 .NETINTIME98 01100010 00000000 00000000 00000000 . ORIGHOLDTIME55 00110111 00000000 00000000 00000000 . DISPIVECTOR37 00100101 00000000 . DISPSPLIT500000101 00000000 . FIRSTIVECTOR37 00100101 00000000 . SPLIT14 00000100 00000000 . SPLIT2500000101 00000000 . SPLIT30 00000000 00000000 . TKGRP32 00100000 00000000 .EQ_LOCID33 00100001 00000000 . ORIG_LOCID23 00010111 00000000 . ANS_LOCID23 00010111 00000000 .OBS_LOCID42 00101010 00000000 . ASSISTN 0 . AUDION 0 . CONFERENCEN 0 . DA_QUEUEDN 0 . HOLDABNN 0 . MALICIOUSN 0 . OBSERVINGCALLN 0 . TRANSFERREDN0 . AGT_RELEASEDY1 . ACD1 00000001 . DISPOSITIONAns 00000010 FieldCall Report EntryCall Record Entry
CentreVu® CMS R3V8 External Call History Interface Call Record File Format18 Record FieldsDISPPRIORITY5 (HIGH)00000101 .HELD0 00000000 . SEGMENT2 00000010 . ANSREASON1 00000001 . ORIGREASON9 00001001 . DISPSKLEVEL0 00000000 . EVENT1-9000000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 . UCID00063000890 885813486 00000000 00000000 00000000 00000110 00000011 00000000 00000000 00000000 00001000 00001001 00000000 00001000 00001000 00000101 00001000 00000001 00000011 00000100 00001000 00000110 00000000 .DISPVDN43712 00110100 00110011 00110111 00110001 00110010 00000000 . EQLOC0101A01 00110000 00110001 00110000 00110001 01000001 00110000 00110001 00110000 00000000 00000000 . FIRSTVDN43712 00110100 00110011 00110111 00110001 00110010 00000000 . ORIGLOGIN5018 00110101 00110000 00110001 00111000 00000000 00000000 00000000 00000000 00000000 00000000 . ANSLOGIN213900110010 00110001 00110011 00111001 00000000 00000000 00000000 00000000 00000000 00000000 . LASTOBSERVER0 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 FieldCall Report EntryCall Record Entry
CentreVu® CMS R3V8 External Call History Interface Call Record File Format19 Record FieldsDIALED_NUM43712 00110100 00110011 00110111 00110001 00110010 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 . CALLING_PTY0101A0102 (eqloc for Generic 3 V3 and earlier) ANI for Generic 2.2, Generic 3 V4, and the ECS 00110000 00110001 00110000 00110001 01000001 00110000 00110001 00110000 00110010 00000000 00000000 00000000 00000000 . LASTDIGITS0 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 .LASTCWC6789000110110 00110111 00111000 00111001 00110000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 00000000 . CALLING_II000000000 00000000 00000000 FieldCall Report EntryCall Record Entry
CentreVu® CMS R3V8 External Call History Interface Setup Information20 Setup Information0 Introduction0This section describes External Call History Interface installation, connecting the CentreVu CMS computer to the receiving computer, and selecting and setting up the receiving computer. Customer Responsibilities 0 You must perform the following steps to be able to transfer call history data. lPurchase the External Call History Interface package. lContact the Technical Service Center (TSC) to authorize the feature. (If you are an international customer, contact your Lucent Technologies representative). lInstall the feature on CentreVu CMS. lSet up the connection between the CentreVu CMS computer and the computer which will be receiving the data. lProvide the receiving computer applications that will: — Allow the receiving computer to receive data via uucp or another file transfer utility of your choosing. — Parse the files of data being transferred. — Store the data in some usable fashion (such as in a database on the receiving computer). — Convert the data to a usable format. Installing the External Call History Interface Feature 0 The following procedure describes installing and setting up the External Call History Interface on a Sun* server/computer. You must install the External Call History Interface feature after it has been purchased and authorized. Once the External Call History Interface feature is installed, you will no longer be able to access any call record data from CentreVu CMS nor will you be able to use the CentreVu CMS Call Record report. CentreVu *Sun is a registered trademark of Sun Microsystems, Inc.NOTE:
CentreVu® CMS R3V8 External Call History Interface Setup Information21 Explorer is an optional package that will allow you to view external call history data. Contact your Lucent Technologies representative for more information. Ports0At installation, the ECHI feature will automatically select the port it will use if your CentreVu CMS computer is a Sun computer/server. For further information on setting up ports, see “Assigning Ports on the Sun Computer” section of this manual. Installation Procedure 0 To install the External Call History feature package, perform the following procedure. 1. Log in as root. The computer must be in run-level 2, and all file systems must be mounted. 2. Access the Services menu by entering cmssvc. The Services menu appears as shown below: 3. Enter 1 to select auth_display, and verify that the system is authorized to install the External Call History package. Commands for Services Personnel Select a command from the list below. 1) auth_display Display feature authorizations 2) auth_set Authorize CMS capabilities/capacities 3) backup Single-tape filesystem backup (in background) 4) run_cms Turn CMS on or off 5) setup Set up the initial CMS configuration 6) swinfo Display switch information 7) swsetup Change switch information 8) upd_install Install update from disk files 9) upd_remove Back out the currently installed update 10) upd_save Save update on disk for later installation Enter choice (1-10) or q to quit:
CentreVu® CMS R3V8 External Call History Interface Setup Information22 The system responds as follows: If External Call History is not authorized but needs to be, call the Lucent Technologies National Customer Care Center at 1-800-242- 2121. International customers please contact your local Lucent distributor or representative. 4. CentreVu CMS must be turned off before the package can be installed. To turn off CentreVu CMS, first access the CentreVu CMS Administration menu by entering cmsadm. The CentreVu CMS Administration menu appears as shown below. Capability/Capacity ------------------- vectoring forecasting graphics external call history expert agent selection external application Lucent Technologies CentreVu (R) Supervisor s Lucent Technologies CentreVu (R) Report Designer s Maximum number of agents Maximum number of ACDs Simultaneous CentreVu (R) Supervisor logins sAuthorization ---------------- authorized authorized not authorized authorized authorized authorized authorized authorized 1000 8 50 NOTE: CentreVu(R) Call Management System Administration Menu Select a command from the list below. 1) acd_create Define a new ACD 2) acd_remove Remove all administration and data for an ACD 3) backup File system backup 4) pkg_install Install a feature package 5) pkg_remove Remove a feature package 6) run_pkg Turn a feature package on or off 7) run_cms Turn CentreVu (R) CMS on or off 8) port_adm Administer Modems, Terminals, and Printers Enter choice (1-8) or q to quit:
CentreVu® CMS R3V8 External Call History Interface Setup Information23 5. Enter 7. The system responds as follows: 6. Enter 2 to turn off CentreVu CMS. The system responds as follows: CentreVu CMS turns off and the following information displays on the screen: 7. Access the CentreVu CMS Administration menu by entering cmsadm. Select one of the following 1) Turn on CentreVu CMS 2) Turn off CentreVu CMS Enter choice (1-2) *** Turning off CMS, Please wait *** *** CMS is now off ***
CentreVu® CMS R3V8 External Call History Interface Setup Information24 The CentreVu CMS Administration menu displays. 8. Enter 4 to select the pkg_install option. The system responds as follows: The system displays only feature packages that are authorized and not yet installed. If the External Call History package is already installed, it will not be shown. 9. Enter the number that corresponds to External Call History. (The number depends upon what has been installed.) The system responds as follows: CentreVu(R) Call Management System Administration Menu Select a command from the list below. 1) acd_create Define a new ACD 2) acd_remove Remove all administration and data for an ACD 3) backup Filesystem backup 4) pkg_install Install a feature package 5) pkg_remove Remove a feature package 6) run_pkg Turn a feature package on or off 7) run_cms Turn CentreVu (R) CMS on or off 8) port_adm Administer Modems, Terminals, and Printers Enter choice (1-9) or q to quit: The CMS Features that can be installed are 1) forecasting 2) external call history Enter choice (1-2) or q to quit: NOTE: Enter the name of the computer to which to send call records (up to 256 characters):