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Lucent Technologies Centrevu Cms Administration Guide
Lucent Technologies Centrevu Cms Administration Guide
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Task: administering your call center CentreVu CMS Administration Adding, deleting, or changing split/skill call profiles7-9 ............................................................................................................................................................................................................................................................Adding, deleting, or changing split/skill call profiles PrerequisitesYou can set each of the first nine service level increments to a different time length. Each increment represents a unit of wait time. If you do not complete this window, 0 seconds is used for all service level increments and all calls appear in the first increment on the split/ skill call profile report. 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 | Split/Skill Call Profile Setup. Split/Skill Call Profile Setup input window The Split/Skill Call Profile Setup input window opens. ........................................................................................................................................................................... 3In the Split(s)/Skill(s) field, type the split or skill numbers or names (these must first be assigned in the Dictionary), or select the numbers or names from the drop-down list, or click the Browse button.
Task: administering your call center CentreVu CMS Administration Adding, deleting, or changing split/skill call profiles7-10 ........................................................................................................................................................................... 4In the Acceptable service level field, type the number of seconds that are acceptable for an ACD call to wait before connecting to an agent. The acceptable service level must be the same as the service level on the DEFINITY ECS forms. This field is required. ........................................................................................................................................................................... 5In the Service level increments (seconds) field, type a progressively greater number of seconds in each “to” field. The seconds before and after each “to” define an increment in seconds of wait time. For example, WRWRWR … means 0 to 5, 6 to 10, and 11 to 25, etc. Each of the nine increments can vary in length (for example, 0 to 15, 16 to 20, 21 to 26, 27 to 38, 39 to 43, etc.). Each increment represents a progressively longer wait time for the call, and is used for both answered and abandoned calls. This field is required. ........................................................................................................................................................................... 6On the Actions menu, select Add, Cancel, Delete, or Modify. END OF STEPS........................................................................................................................................................................... Reference • To use names for splits/skills, you must first assign the names in the Dictionary. See “Task: naming your call center entities in the Dictionary” for more information. • CentreVu CMS counts the calls that are either answered or abandoned within each increment. The totals are shown in the split/skill call profile reports and graph reports. Therefore, what you administer in these steps affects what you see in the reports (real-time and historical). • You can script the Split/Skill Call Profile Setup window and schedule the script. See “Task: automating your activities with scripting” for more information. • You can put the Split/Skill Call Profile Setup window on a timetable. See “Task: using timetables and shortcuts” for more information.
Task: administering your call center CentreVu CMS Administration Viewing trunk group assignments7-11 ............................................................................................................................................................................................................................................................Viewing trunk group assignments Prerequisites • DID trunk groups are not assigned to VDNs or splits because the central office passes VDN digits or split-extension digits to the switch. • Trunk groups are not assigned to vector-controlled splits because vector-controlled splits can receive calls only through vector processing. • Trunk groups must be assigned to VDNs or splits using a switch administration tool. However, you can use CentreVu CMS to view trunk group assignments on the switch if you have Call Vectoring. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Call Center Administration or select Call Center Administrations on the toolbar. The Call Center Administration selector window opens. ........................................................................................................................................................................... 2Select Operations | Trunk Group Assign. The Trunk Group Assign input window opens. ........................................................................................................................................................................... 3In the Trunk Groups field, type the numbers of the trunk groups you want to view, or select the numbers on the drop-down list, or click the Browse button.
Task: administering your call center CentreVu CMS Administration Viewing trunk group assignments7-12 ........................................................................................................................................................................... 4Select VDN as the object to search for. Type the number or name (these must first be assigned in the Dictionary) of the VDN whose assigned trunk groups you want to view, or select the number or name on the drop-down list, or click the Browse button. ........................................................................................................................................................................... 5Select Split as the object to search for. Type the number or name (these must first be assigned in the Dictionary) of the split whose assigned trunk groups you want to view, or select the number on the drop-down list, or click the Browse button. ........................................................................................................................................................................... 6To view specific trunk group assignments, select Find one on the Actions menu. Complete the Trunk Groups field, and either the VDN or the Split field. ........................................................................................................................................................................... 7To display a list of trunk groups and the VDNs or splits to which they are assigned, select List all on the Actions menu and leave the input fields blank. END OF STEPS........................................................................................................................................................................... Reference • To use names for trunk groups, you must first assign the names in the Dictionary. See “Task: naming your call center entities in the Dictionary” for more information. • You can script the Trunk Group Members input window and report window, and schedule the script. See “Task: automating your activities with scripting” for more information. • You can schedule the Trunk Group Members input window and report on a timetable. See “Task: using timetables and shortcuts” for more information.
Task: administering your call center CentreVu CMS Administration Running a trunk group members report7-13 ............................................................................................................................................................................................................................................................Running a trunk group members report 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 | Trunk Group Members. The Trunk Group Members input window opens. ........................................................................................................................................................................... 3In the Trunk Groups field, type the numbers of the trunk groups you want to view. (The report shows the trunk group number/name and trunk number in the trunk group.) See online help for the valid numeric ranges for your particular switch. ........................................................................................................................................................................... 4Under Destination, select View Report on Screen or Print Report on, then select Printer to print the report on any printer. ........................................................................................................................................................................... 5On the Actions menu, select Run to generate the report.
Task: administering your call center CentreVu CMS Administration Running a trunk group members report7-14 An example of a Trunk Group Members report is shown below. The report lists the selected trunk groups in numerical order, each trunk groups assigned name, and the equipment location of each trunk in the trunk group. If the trunk group does not have an assigned name, the Trunk Group Name field shows the trunk group number. If the trunk group has no trunks assigned to it, the equipment location field is blank. END OF STEPS...........................................................................................................................................................................
Task: administering your call center CentreVu CMS Administration Running a trunk group members report7-15 Reference You cannot create a custom report from the trunk group members report.
Task: administering your call center CentreVu CMS Administration Changing VDN-to-vector assignments7-16 ............................................................................................................................................................................................................................................................Changing VDN-to-vector assignments Prerequisites • You can assign multiple VDNs to a single vector, but you cannot assign a VDN to more than one vector. • You cannot exit this window until the switch responds to your changes. • When scheduling VDN moves, group all VDN moves together on one timetable or schedule them far enough apart so that one move completes before the next one starts. 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 | VDN Assignments.
Task: administering your call center CentreVu CMS Administration Changing VDN-to-vector assignments7-17 The VDN Assignments input window opens. ........................................................................................................................................................................... 3In the VDNs field, type the numbers or names (these must first be assigned in the Dictionary) of the VDNs you want to reassign, or select the numbers or names on the drop-down list, or click the Browse button. To see which vectors all measured VDNs have been assigned to, select List all on the Actions menu and leave the input fields blank. ........................................................................................................................................................................... 4In the Vector field, type the number or name (these must first be assigned in the Dictionary) of the vector to which you want to assign the VDNs. To see which vectors the VDNs have been assigned to, select List all on the Actions menu and leave the input fields blank. ........................................................................................................................................................................... 5To change VDN assignments, complete the VDNs and Vector fields, and select Modify on the Actions menu. ........................................................................................................................................................................... 6To see a list of VDNs and the vectors to which they have been assigned, select List all on the Actions menu and leave the input fields blank. If a VDN is not assigned to a vector, the VDN is shown with a blank vector in the List All window. END OF STEPS...........................................................................................................................................................................
Task: administering your call center CentreVu CMS Administration Changing VDN-to-vector assignments7-18 Reference • You can script the VDN Assignments window and schedule the script. See “Task: automating your activities with scripting” for more information. • You can schedule VDN assignment changes on a timetable. This is useful if you want to make assignments during off-hours. See “Task: using timetables and shortcuts” for more information.