Lucent Technologies Centrevu Cms Administration Guide

  Task: administering your call center  CentreVu CMS Administration
Adding, deleting, or changing VDN call profiles7-19
............................................................................................................................................................................................................................................................Adding, deleting, or changing VDN call profiles
Prerequisites 
• You can set each of the first nine service level increments to a...

  Task: administering your call center  CentreVu CMS Administration
Adding, deleting, or changing VDN call profiles7-20
The Call Center Administration selector window opens.
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2Select Operations | VDN Call Profile Setup.
The VDN Call Profile Setup input window opens. 

  Task: administering your call center  CentreVu CMS Administration
Adding, deleting, or changing VDN call profiles7-21
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3Choose from the following:
• To add a VDN call profile, complete all fields and select  Add on 
the Actions menu. 
• To copy an existing VDN call profile to a VDN that does not yet 
have a profile, select Find one on...

  Task: administering your call center  CentreVu CMS Administration
Adding, deleting, or changing VDN call profiles7-22
CentreVu CMS counts calls that are either answered, connected to 
non-ACD destinations, or abandoned within this range and the totals 
are displayed in the VDN call profile report.
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7In the Inc 2 through Inc 9 fields,...

  Task: administering your call center  CentreVu CMS Administration
Running vector configuration reports7-23
............................................................................................................................................................................................................................................................Running vector configuration reports
Prerequisites 
• A vector number can display in the report even if it does not have 
an associated trunk group....

  Task: administering your call center  CentreVu CMS Administration
Running vector configuration reports7-24
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3In the Vector field, type the numbers or names (these must first be 
assigned in the Dictionary) of vectors you want in the report, or select 
the numbers or names on the drop-down list, or click the Browse button....

  Task: administering exceptions  CentreVu CMS Administration
8-1
8 Task: administering exceptions
............................................................................................................................................................................................................................................................Overview
PurposeAn exception is a condition in which too many (or too few) occurrences 
of a type of activity in an ACD fall outside the limits set for your...

  Task: administering exceptions  CentreVu CMS Administration
8-2
Prerequisites 
• You can administer exceptions and generate reports for VDNs and 
vectors if your company has purchased Call Vectoring.
• You can administer exceptions and generate reports for skills if 
your company has purchased EAS.
PermissionsThese permissions apply to administering exceptions. See “Task: 
assigning user permissions” for more information.
• To set up or change checking for exceptions, you need write 
permission for the...

  Task: administering exceptions  CentreVu CMS Administration
Changing your exceptions notification8-3
............................................................................................................................................................................................................................................................Changing your exceptions notification
OverviewBy default, the PC sounds to notify you of an exception. You can 
deactivate the sound as follows:
StepsTo...

  Task: administering exceptions  CentreVu CMS Administration
Administering agent exceptions8-4
............................................................................................................................................................................................................................................................Administering agent exceptions
Overview 
• You administer agent exceptions per split or per skill; the 
exceptions apply to all agents logged into the split or...