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Lucent Technologies Centrevu Cms Administration Guide
Lucent Technologies Centrevu Cms Administration Guide
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Changing generic string values synonyms3-35 ............................................................................................................................................................................................................................................................Changing generic string values synonyms OverviewFollow these steps to designate a character for YES or NO in the Dictionary, and that character will appear on custom reports that use the new YES/NO synonyms. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Generic String Values. The Generic String Values input window opens. ........................................................................................................................................................................... 3To change the Generic Value for each ACD, type a character for YES or NO or both in the Generic Value field. • For YES, type a character to display in reports for boxes that use YES/NO. If you have not input a string, the default value is y. • For NO, type a character to display in reports for fields that use YES/ NO. If you have not input a string, the default value is n. Remember that the input window fields YES and NO must be exactly one character each, with defaults y and n, respectively. ........................................................................................................................................................................... 4On the Actions menu, select Add to add your changes to the Dictionary. END OF STEPS...........................................................................................................................................................................
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Searching the Dictionary globally3-36 ............................................................................................................................................................................................................................................................Searching the Dictionary globally OverviewYou can search for anything in the Dictionary: a login ID or a group of login IDs; split/skill, trunk group, or ACD names; database items; calculations; or agent names. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary, or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Global Search Input. The Global Search Input window opens. ........................................................................................................................................................................... 3In the Search for field, type the search pattern for the item or items you are looking for. END OF STEPS........................................................................................................................................................................... Results This is how the output window displays the results of your global search.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Searching the Dictionary globally3-37 Global search output window results Field Field contents Value matched Displays the matches for your pattern. Field matched Displays the name of the field in the Dictionary that corresponds to value matched. In submenu The Dictionary submenu where your search pattern was found. Name The name that corresponds to value matched.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing location IDs3-38 ............................................................................................................................................................................................................................................................Viewing, adding, deleting, or changing location IDs Overview The location ID is a number assigned to voice terminals to track individual agents. Location IDs can be assigned to trunks and used to track groups of agents by location. VDNs and vectors do not have location IDs associated with them because they operate independently of locations. Prerequisites • Only the numbers one to 44 can be used for location IDs. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary, or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2On the Operations tab, select Location IDs. The Location IDs input window opens. ........................................................................................................................................................................... 3In the Location Name field, type the name of the location you want to view, add, delete, or change. ........................................................................................................................................................................... 4In the Location ID field, type the corresponding number from one to 44 to identify the location named above.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing location IDs3-39 ........................................................................................................................................................................... 5In the Description field, type pertinent information about the location. This is for information only. It is not displayed elsewhere in the system or on reports other than List All or Find One operations in this window. ........................................................................................................................................................................... 6On the Actions menu, select Add to add your changes to the Dictionary. END OF STEPS........................................................................................................................................................................... Reference You can script the Location ID window and schedule the script. See “Task: Automating your activities with scripting” for more information. Location IDs are used in three reports: the Historical Split/Skill by Location report, the Agent Status by Location report, and the Real-time Split/Skill by Location report. See “Task: running, printing, exiting, and restarting a report” for more information.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, or changing login ID names3-40 ............................................................................................................................................................................................................................................................Viewing, adding, or changing login ID names OverviewCentreVu CMS uses agent login IDs to identify measured ACD agents. After an agents name is assigned to a login ID, CentreVu CMS windows and reports show that agents name instead of the login ID number. You do not have to input agent names in the Dictionary, but CentreVu CMS administration windows and reports are easier to understand with agent names instead of login IDs. Depending on the amount of space in the report, agent names can be truncated. PrerequisitesNote that: • The CentreVu CMS Dictionary listings are sorted alphabetically (collating sequence) based on the first character you input in the Agent name field. For example, if the agent is listed as Jane Brown, CentreVu CMS sorts on the J for Jane; it does not sort on the B for Brown. Real-time reports, however, do not show agent names alphabetically. • You can assign no more than one agent name to the same login ID. • You cannot assign the same agent name to multiple login IDs. • You can use only numbers in login IDs. • CentreVu CMS only recognizes login IDs in DEFINITY® R8.1 or later. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2On the Operations tab, select Login Identifications.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, or changing login ID names3-41 The Login Identifications input window opens. ........................................................................................................................................................................... 3In the Login ID field, type the login ID number to view, add, delete, or change. Login IDs for DEFINITY ECS/Generic 3 without EAS can be a number with one to nine digits — for example: 1 (1-digit logins) 423 (3-digit logins) 1234567 (7-digit logins) 999,999,999 (9-digit logins) ........................................................................................................................................................................... 4In the Agent Name field, type the name of the agent that corresponds to the login ID. The Login Identifications List All window shows names alphabetically (collating sequence), based on the first character you type in the Agent Name field. ........................................................................................................................................................................... 5On the Actions menu, select Add to add your changes to the Dictionary. END OF STEPS...........................................................................................................................................................................
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, or changing login ID names3-42 Reference If you assign names to the login IDs, agent names display on reports. If you make additions or changes to login IDs, you must exit the report and then rerun the report to see the new agent names. See “Task: running, printing, exiting, and restarting a report” for more information. You can script the Login Identifications window and schedule the script. See “Task: automating your activities with scripting” for more information.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, or changing logout reason code names3-43 ............................................................................................................................................................................................................................................................Viewing, adding, or changing logout reason code names OverviewLogout reason codes enable an agent to give the reason for logging out, such as training or the end of a shift. You can add, change, or view logout reason codes and their names. These names display in the standard agent login/logout and agent trace historical reports. PrerequisitesNote that: • Logout reason codes are single digits, zero through nine. A zero is used when the system logs an agent out or if the agent does not specify a code. You can change the assigned default name. • Logout reason code names can be up to 20 characters long. • To use logout reason codes, your switch must have EAS. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Logout Reason Codes. The Logout Reason Codes input window opens.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, or changing logout reason code names3-44 ........................................................................................................................................................................... 3In the Logout Reason Code name field, type the name to add, change, or view for this logout reason code. Names must be unique within an ACD. ........................................................................................................................................................................... 4In the Logout Reason Code field, type a number between zero and nine that corresponds to the name you typed in the Logout Reason Code name field. ........................................................................................................................................................................... 5In the Description field, type the description for this logout reason code. ........................................................................................................................................................................... 6To view the logout reason codes with their assigned names and descriptions, leave all fields blank in the Logout Reason Codes window and select List all on the Actions menu. ........................................................................................................................................................................... 7On the Actions menu, select Add to add your changes to the Dictionary. ........................................................................................................................................................................... 8When you are done viewing the logout reason codes, close the window. END OF STEPS...........................................................................................................................................................................