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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........................................................................................................................................................................... 
    						
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