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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 Viewing, adding, deleting, or changing trunk group names3-55 ........................................................................................................................................................................... 3In the Trunk group name field, type the name to add, delete, change, or view for this trunk group. ........................................................................................................................................................................... 4In the Trunk group number field, type the trunk group number that corresponds to the name you typed in the Trunk group name field. ........................................................................................................................................................................... 5In the Description field, type a description of the database item. ........................................................................................................................................................................... 6On the Actions menu, select Add to add your changes to the Dictionary. END OF STEPS........................................................................................................................................................................... Reference When you assign a trunk group name, that name displays on all trunk group windows and trunk group reports (real-time and historical). If you make additions or changes to trunk group names, you must exit the report and rerun it to see the new trunk group names. If you assign exceptions to trunk groups, the trunk group names you assign display in the exceptions text. If you change a trunk groups name, the new name displays in the exception log text for all exceptions logged after the change. See “Task: administering exceptions” for more information. Trunk group names display on Forecast reports. You can script the Trunk Groups 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 or changing trunk string values3-56 ............................................................................................................................................................................................................................................................Viewing or changing trunk string values OverviewTrunk string values are the descriptive words such as IDLE, HOLD, or QUEUED on trunk reports. These words display in report data fields; they do not display as headings. You can change the default values to any values that meet the needs of your call center. If you do not assign different trunk string values, the default values are used. Steps:........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Trunk String Values.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing or changing trunk string values3-57 The Trunk String Values input window opens. ........................................................................................................................................................................... 3To change any of the trunk state default names, type the new descriptive word next to any of the following: • IDLE — the trunk is waiting for a call. • SEIZED — a call is holding the trunk, either incoming or outgoing. • QUEUED — an ACD call has seized the trunk and is queued to a split or skill waiting for an agent to become available. • CONN — the caller and an agent are connected on a call. • DABN — the caller has abandoned the call. • FBUSY — the caller gets a forced busy signal. • FDISC — the caller gets a forced disconnect. • HOLD — the agent has put the caller on hold.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing or changing trunk string values3-58 • MBUSY — the trunk is out of service for maintenance purposes. • RINGING — the call is ringing at an agents voice terminal. • UNKNOWN — CentreVu CMS does not recognize the trunk state. ........................................................................................................................................................................... 4To change the queue type default names, type the new descriptive name next to MAIN or BACKUP. The name you type here displays instead of the default in real-time reports containing the trunk QUETYPE database item. (Standard reports do not contain this item). • MAIN — The call is queued to a split or skill as a result of a queue to main split/skill vector command. • BACKUP — the call is queued to a split or skill as a result of a vector command other than queue to main split/skill. ........................................................................................................................................................................... 5To change the call priority (nonvectoring) default names, type the new descriptive name next to YES or NO. • YES — the call occupying the trunk has priority entering the trunk. • NO — the call occupying the trunk does not have priority entering the split. The name you type here displays instead of the default name in real-time reports containing the trunk PRIORITY database item. (Standard reports do not contain this item.) ........................................................................................................................................................................... 6To change the call priority (vectoring) default names, type the new descriptive name next to LOW, MED, HIGH, or TOP. The priority level at which calls on a trunk queue to a split or skill is specified using either the queue to split/skill or check split/skill command in the vector processing the call. The name you type here displays instead of the default name in real-time reports containing the trunk PRIORITY database item. (Standard reports do not contain this item). • LOW — the call occupying the trunk is queued to a split or skill at the lowest priority level. • MED — the call occupying the trunk is queued to a split or skill at the second lowest priority level.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing or changing trunk string values3-59 • HIGH — the call occupying the trunk is queued to a split or skill at the second highest priority level. • TOP — the call occupying the trunk is queued to a split or skill at the highest priority level. ........................................................................................................................................................................... 7To change the call-direction default names, type the new descriptive word next to IN or OUT. • IN — the trunk is on an incoming call. • OUT — the trunk is on an outbound call. ........................................................................................................................................................................... 8To change the all trunks busy default names, type the new descriptive word next to YES or NO. • YES — all trunks in the trunk group are busy (in use or maintenance). • NO — not all trunks in the trunk group are busy. END OF STEPS........................................................................................................................................................................... Reference Changes you make to the trunk string values affect what you see in the corresponding fields on trunk reports. See “Task: running, printing, exiting, and restarting a report” for more information. You can script the Trunk String Values 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, deleting, or changing VDN names3-60 ............................................................................................................................................................................................................................................................Viewing, adding, deleting, or changing VDN names OverviewYou can assign names to VDNs so that names instead of numbers appear on VDN reports and VDN administration windows. Your VDN names should reflect the configuration of your ACD and convey one or more of the following: • The VDNs purpose (for example, sales or customer service) • The VDN destination vector (for example, FBusy-Nat.Accts) • The trunk groups assigned to the VDN (for example, WATS 800- 331-1111). Select Find one or List all to list the VDNs that have already been assigned names. To get a list of VDNs that you can name, run the vector configuration report. PrerequisitesNote that: • The VDNs window is available only if your company has purchased the Call Vectoring feature. • VDNs must be created on the switch and assigned for measurement via CentreVu CMS. • Permissions checking for VDNs in Dictionary is turned off if more than 2,000 measured VDNs are authorized. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | VDNs.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing VDN names3-61 The VDNs input window opens. ........................................................................................................................................................................... 3In the VDN name field, type the name of a VDN that you want to add, change, delete, or find. ........................................................................................................................................................................... 4In the VDN field, type the VDN number (up to 5 digits) for which you want to add, change, delete, or find a name. ........................................................................................................................................................................... 5In the Description field, type a description of the VDN. ........................................................................................................................................................................... 6On the Actions menu, select Add to add your changes to the Dictionary. END OF STEPS........................................................................................................................................................................... Reference If you assign names to VDNs on the switch, you may want to assign the same names in CentreVu CMS. However, the names can be different since the switch sends only VDN numbers, not VDN names, to CentreVu CMS. When you assign a VDN name, that name displays on all reports (real- time and historical) that include that VDN. If you make additions or changes to a VDN name, you must exit the report and rerun it to see the new VDN name. 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, deleting, or changing VDN names3-62 If you assign exceptions to a VDN, the VDN name you assign displays in the exceptions text. In addition, if you change a VDN name, the new name displays in the exception text for all exceptions logged after the change. See “Task: administering exceptions” for more information. You can script the VDNs 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, deleting, or changing vector names3-63 ............................................................................................................................................................................................................................................................Viewing, adding, deleting, or changing vector names OverviewYou can assign names to vectors so that the names instead of the vector numbers display on vector reports and administration windows. Your vector names should reflect the configuration of your ACD and convey one or more of the following: • The vectors purpose (for example, sales or customer service) • The VDNs assigned to the vector (for example, vdn2001, vdn3001, and vdn4001) • The splits or skills to which the vector sends calls (for example, sales1, sales2, AUDIX system) • Select Find One or List All to list the vectors that have already been assigned names. PrerequisitesThe Vectors window is available only if your company has purchased the Call Vectoring feature. Steps........................................................................................................................................................................... 1From the controller window, select Dictionary | Commands or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Vectors. The Vectors input window opens.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing vector names3-64 ........................................................................................................................................................................... 3In the Vector name field, type the name of the vector that you want to add, change, delete, or find. ........................................................................................................................................................................... 4In the Vector number field, type the vector number for which you want to add, change, delete, or find a name. ........................................................................................................................................................................... 5In the Description field, type a description of the vector. ........................................................................................................................................................................... 6On the Actions menu, select Add to add your change to the Dictionary. END OF STEPS........................................................................................................................................................................... Reference Any vector can be named, whether it is empty or not, and you can assign a name to a vector even if the steps in the vector have not been defined. The number of available vectors depends on your switch type. When you assign a vector name, that name displays in all reports (real- time and historical) containing that vector. If you make additions or changes to the vector name, you must exit the report and rerun it to see the new vector name. See “Task: running, printing, exiting, and restarting a report” for more information. Assigned vector names display in the text for vector exceptions. In addition, if you change a vector name, the new name appears in the exception text only for exceptions logged after the change. See “Task: administering exceptions” for more information. You can script the Vectors window and schedule the script. See “Task: automating your activities with scripting” for more information.