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Lucent Technologies Centrevu Cms Administration Guide
Lucent Technologies Centrevu Cms Administration Guide
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Task: administering call center agents CentreVu CMS Administration Running a split members report6-23 The Split Members input window opens. ........................................................................................................................................................................... 3In the Splits field, type split numbers or names for which you want to run a report (these must first be assigned in the Dictionary,) or select the splits from the Splits pull-down menu. See online help for the valid numeric ranges for your switch. ........................................................................................................................................................................... 4In the Destination field, select View Report on Screen or Print Report on. Click Select Printer. The default printer name displays.
Task: administering call center agents CentreVu CMS Administration Running a split members report6-24 The Split Members report displays or prints. The Split Members report lists the selected splits in numerical order, each splits assigned name, and the extensions that are assigned to the split. If the split does not have a name assigned, the Split Name field shows the split number. If the split has no extensions assigned to it, the Extension field is blank. END OF STEPS........................................................................................................................................................................... Reference • To use names for splits, the names must first be assigned in the Dictionary. See “Task: naming your call center entities in the Dictionary” for more information. • You can script the Split Members window and schedule the script. See “Task: automating your activities with scripting” for more information. • You can put the Split Members input window and report on a timetable. See “Task: using timetables and shortcuts” for more information. • You cannot create a custom report from the split members report.
Task: administering your call center CentreVu CMS Administration 7-1 7 Task: administering your call center ............................................................................................................................................................................................................................................................Overview PurposeIn this task you will find the following procedures: • Viewing, adding, or deleting call work codes • Changing VDN skill preferences • Adding, deleting, or changing split/skill call profiles • Viewing trunk group assignments • Running a trunk group members report • Changing VDN-to-vector assignments • Adding, deleting, or changing VDN call profiles • Running vector configuration reports PermissionsThese permissions apply to administering your call center. See “Task: assigning user permissions” for more information. • To add or delete call work codes, you need read/write permission for the Call Center Administration command. • To view call work codes, you need read permission for the Call Center Administration command. • To change the skill preferences assigned to VDNs, you need read/ write permission for the Call Center Administration command and for the VDNs affected by the change.
Task: administering your call center CentreVu CMS Administration 7-2 • To view skill preference assignments, you need read permission for the Call Center Administration command and for the VDNs affected by the change. • To add, delete, or change a split/skill call profile, you need read/ write permission for the Call Center Administration command and for all splits/skills affected by the change. • To view split/skill call profiles, you need read permission for the Call Center Administration command. • To view trunk group assignments, you need read permission for Call Center Administration and for any trunk groups, splits, and VDNs you want to view. • To change VDN assignments, you need read/write permission for the Call Center Administration command and for the vector to which you are assigning the VDNs. • To view VDN assignments, you need read permission for the Call Center Administration command, and for the vector and VDNs. • To add, delete, or change a VDN call profile, you need read/write permission for the Call Center Administration command and for VDNs affected by the change. • To view a VDN call profile, you need read permission for the Call Center Administration command and for the VDNs. • To run a vector configuration report, you must have read permission for the Call Center Administration command and the vectors you want listed in the report. (The trunk groups and VDNs carrying calls to the vectors are listed even if you do not have read permission for those VDNs and trunk groups.) • To run a trunk group members report, you need read permission for the Call Center Administration command and for all trunk groups you want in the report. Use the procedures that follow to administer your call center.
Task: administering your call center CentreVu CMS Administration Viewing, adding, or deleting call work codes7-3 ............................................................................................................................................................................................................................................................Viewing, adding, or deleting call work codes Prerequisites • Call work codes must be positive integers with one to 16 digits. You can assign names in the Dictionary for codes consisting of one to 9 digits. It is recommended that you use a fixed number of digits for all call work codes. A fixed number of digits makes it easier to add, delete, and search for call work codes. • Call work code 0 is always assigned and is used to collect information on unassigned call work codes. You cannot delete call work code 0. If an agent enters an unassigned call work code, it shows up as code 0 on the call work code report. If you assign an invalid call work code exception, the agent exceptions historical report shows agents who entered invalid (unassigned) call work codes. • You assign call work codes to a specific ACD. The number of call work codes you can assign depends on your data storage allocation for the ACD. See “Allocating storage space” in “Task: viewing and changing system setup values” for more information. • For standard call work code reports, you must assign the codes on the Call Work Codes window. For call records to collect call work code data, you do not have to use this window to assign the codes. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Call Center Administration or select Call Center Administration on the toolbar. The Call Center Administration selector window opens. ........................................................................................................................................................................... 2Select Operations | Call Work Codes.
Task: administering your call center CentreVu CMS Administration Viewing, adding, or deleting call work codes7-4 The Call Work Codes input window opens. ........................................................................................................................................................................... 3In the Call work code(s) field, type the call work codes you want to view, add, or delete, or select the call work codes from the drop-down list, or click the Browse button. ........................................................................................................................................................................... 4On the Actions menu, select Add, Cancel, Delete, or Modify. END OF STEPS........................................................................................................................................................................... Reference • A call work code is a number you assign to an activity your call center wants to track: for example, a sale item, complaints, repeat orders, promotional ads, or sales made using a credit card. Agents use the dial pad on their voice terminal to enter call work codes. You can then view this data in the call work code and call record historical reports. • Daily, weekly, and monthly standard historical reports are available for call work codes. Call work codes also appear on the standard historical call record report. See “Call Work Code Report” and “Call Record” in the “Historical Reports” chapter of CentreVu® Supervisor Release 8 Reports 585-215-851 for more information. • For a name instead of the numerical code of an item to appear in the report, the name must first be assigned in the Dictionary. Call work codes consisting of one to nine digits can be assigned names. See “Task: naming your call center entities in the Dictionary” for more information.
Task: administering your call center CentreVu CMS Administration Viewing, adding, or deleting call work codes7-5 • You can administer an exception for agents who enter invalid (unassigned) call work codes. See “Task: administering exceptions” for more information. • You can script the Call Work Codes window and schedule the script. See “Task: automating your activities with scripting” for more information. • You can put the Call Work Codes window on a timetable. See “Task: using timetables and shortcuts” for more information.
Task: administering your call center CentreVu CMS Administration Changing VDN skill preferences7-6 ............................................................................................................................................................................................................................................................Changing VDN skill preferences PrerequisitesWhen you change VDN skill preferences on DEFINITY® ECS/Generic 3, the change takes effect immediately and can affect the processing of any call in progress in the VDN at the time of the change. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Call Center Administration or select Call Center Administration on the toolbar. The Call Center Administration selector window opens. ........................................................................................................................................................................... 2Select Operations | Change VDN Skill Preferences.
Task: administering your call center CentreVu CMS Administration Changing VDN skill preferences7-7 The Change VDN Skill Preferences input window opens. ........................................................................................................................................................................... 3In the VDN(s) field, type a list or range of VDNs whose skill preferences you want to view or change. ........................................................................................................................................................................... 4To see which VDNs you can change, leave the VDN(s) field blank and select List all on the Actions menu. ........................................................................................................................................................................... 5In the Skill preferences 1st, 2nd, and 3rd fields, type the 1st, 2nd, and 3rd skill preferences to assign to the list of VDNs. ........................................................................................................................................................................... 6On the Actions menu, select Add, Cancel, Delete, or Modify. END OF STEPS...........................................................................................................................................................................
Task: administering your call center CentreVu CMS Administration Changing VDN skill preferences7-8 Reference • On DEFINITY ECS/Generic 3, selecting Modify on the Actions menu changes switch administration, which affects calls currently in vector processing and new calls. • You can script the Change VDN Skill Preferences window and schedule the script. See “Task: automating your activities with scripting” for more information. • You can schedule VDN skill preference changes on a timetable. This can be useful if you want to make assignments during off- hours. See “Task: using timetables and shortcuts” for more information.