Lucent Technologies Centrevu Cms Administration Guide

							  Task: administering your call center  CentreVu CMS Administration
Adding, deleting, or changing VDN call profiles7-19
............................................................................................................................................................................................................................................................Adding, deleting, or changing VDN call profiles
Prerequisites 
• You can set each of the first nine service level increments to a 
different time length. Each increment represents a unit of wait 
time. 
•
CentreVu CMS tracks and records call information for each VDN 
the call reaches until the call is answered, connected to a non-
ACD destination, abandoned, or routed to another VDN or off the 
switch. 
• The service level increments you define for a VDN determine the 
increments that appear for that VDN on both the real-time and 
historical VDN call profile reports. Therefore, the acceptable 
service level you define for a VDN affects the percentage of calls 
answered within that service level that is shown in the VDNs call 
profile report.  See “Task: running, printing, exiting, and restarting 
a report” for more information.
Steps...........................................................................................................................................................................
1From the controller window, select Commands | Call Center 
Administration or select Call Center Administration on the toolbar. 
						

							  Task: administering your call center  CentreVu CMS Administration
Adding, deleting, or changing VDN call profiles7-20
The Call Center Administration selector window opens.
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2Select Operations | VDN Call Profile Setup.
The VDN Call Profile Setup input window opens. 
						

							  Task: administering your call center  CentreVu CMS Administration
Adding, deleting, or changing VDN call profiles7-21
...........................................................................................................................................................................
3Choose from the following:
• To add a VDN call profile, complete all fields and select  Add on 
the Actions menu. 
• To copy an existing VDN call profile to a VDN that does not yet 
have a profile, select Find one on the Actions menu to display the 
profile you want to copy. Then change the VDNs listed in the 
VDN(s) field to the VDNs you want and select Add on the 
Actions menu.
• To delete a VDN call profile, complete the VDN(s) field and 
select Delete on the Actions menu. 
• To change a VDN call profile, select Find one on the Actions 
menu to display a profile. Then change the field values and select 
Modify on the Actions menu. 
...........................................................................................................................................................................
4In the VDN(s) field, type the VDN numbers or names (these must first 
be assigned in the Dictionary) whose profile you want to add, delete, 
change, or copy; or select the number or names from the drop-down list; 
or click the Browse button. To see which VDNs are assigned to vectors, 
clear the input fields on the VDN Assignments window and select List 
all on the Actions menu.
...........................................................................................................................................................................
5In the Acceptable service level field, type the number of seconds for the 
maximum acceptable time for incoming calls to the VDN to wait before 
connecting to an agent.
Calls answered within the service level, abandoned within the service 
level, and outflowed within the service level are recorded in the 
CentreVu CMS database. The number of seconds can be from one to 
3,600 (the maximum number of seconds in an hour-long intrahour 
interval). 
...........................................................................................................................................................................
6In the Inc 1 field, type a number of seconds from one to 3,600 for the 
lowest service level increment. This number is the top of the range of 
seconds. 
						

							  Task: administering your call center  CentreVu CMS Administration
Adding, deleting, or changing VDN call profiles7-22
CentreVu CMS counts calls that are either answered, connected to 
non-ACD destinations, or abandoned within this range and the totals 
are displayed in the VDN call profile report.
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7In the Inc 2 through Inc 9 fields, type a number of seconds for the second 
through the ninth service-level increments. 
The number of seconds for each increment must be at least one second 
greater than the number of seconds of the previous increment. For 
example, if the number of seconds for the previous increment is 25, you 
must type at least 26 seconds in the current increment.
This number forms a range with the number for the previous increment. 
Though the number you type is included in the range (and is the top of 
the range), the number from the previous increment is not included in 
the range. For example, 
WRWRWR … means 0 to 5, 6 to 10, 
and 11 to 25, etc. 
CentreVu CMS counts calls that are either answered, connected to a 
non-ACD destination, or abandoned within each range. The totals are 
shown on the VDN call profile report.
...........................................................................................................................................................................
8On the Actions menu, select Add, Cancel, Delete, or Modify.
END OF STEPS........................................................................................................................................................................... 
						

							  Task: administering your call center  CentreVu CMS Administration
Running vector configuration reports7-23
............................................................................................................................................................................................................................................................Running vector configuration reports
Prerequisites 
• A vector number can display in the report even if it does not have 
an associated trunk group. A vector number can also display if the 
vector does not yet contain steps. 
• You cannot create a custom report from a vector configuration 
report. 
•A 
JRWRYHFWRU step can cause a trunk group and/or VDN to 
carry calls to a vector to which the carrying VDN has not been 
assigned. Trunk groups and VDNs that carry calls to a secondary 
vector this way do not appear in the vector configuration report for 
those secondary vectors. 
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 | Vector Setup.
The Vector input window opens. 
						

							  Task: administering your call center  CentreVu CMS Administration
Running vector configuration reports7-24
...........................................................................................................................................................................
3In the Vector field, type the numbers or names (these must first be 
assigned in the Dictionary) of vectors you want in the report, or select 
the numbers or names on the drop-down list, or click the Browse button.
...........................................................................................................................................................................
4In the Destination field, select View Report on Screen or Print Report 
on. Then select Select Printer to print the report on any  printer.
END OF STEPS........................................................................................................................................................................... 
						

							  Task: administering exceptions  CentreVu CMS Administration
8-1
8 Task: administering exceptions
............................................................................................................................................................................................................................................................Overview
PurposeAn exception is a condition in which too many (or too few) occurrences 
of a type of activity in an ACD fall outside the limits set for your call 
center. An exception condition usually indicates abnormal or 
unacceptable performance in the ACD by agents, splits/skills, trunk 
groups, VDNs, or vectors.
In this task you will find the following procedures:
• Changing your exceptions notification
• Administering agent exceptions
• Administering split/skill exceptions
• Administering trunk group exceptions
• Administering VDN exceptions
• Administering vector exceptions
• Running an agent exceptions report
• Running a data collection report
• Running a malicious call trace report
• Running a split/skill exceptions report
• Running a trunk group exceptions report
• Running a VDN exceptions report
Use the steps that follow to administer exceptions. 
						

							  Task: administering exceptions  CentreVu CMS Administration
8-2
Prerequisites 
• You can administer exceptions and generate reports for VDNs and 
vectors if your company has purchased Call Vectoring.
• You can administer exceptions and generate reports for skills if 
your company has purchased EAS.
PermissionsThese permissions apply to administering exceptions. See “Task: 
assigning user permissions” for more information.
• To set up or change checking for exceptions, you need write 
permission for the Exceptions command.
• To be notified of an exception for an entity, you need exceptions 
permission for that particular split or skill, trunk group, VDN, 
vector, or ACD. To see the exceptions in the real-time exceptions 
log, you also need exceptions permission for that entity. 
• If you have multiple ACDs, to be notified of an exception for an 
ACD you need permission for each ACD. To be notified of an 
exception for that element and to see exceptions in the real-time 
exceptions log, you also need permission for a particular split or 
skill, trunk group, VDN, or vector for the ACD. 
• If you have exceptions permission to a given entity but have no 
permission for Exceptions, you are notified when exceptions 
occur but you cannot view the exceptions log or any exception 
reports.
• To be notified of a malicious call exception, you need exception 
permission for the appropriate split or skill.
• To use the exceptions action, you need read or read/write 
permission for the Exceptions  command. To be notified when 
limits for ACDs, splits/skills, trunk groups, VDNs, or vectors are 
exceeded, you need exceptions notification permission for these 
items. If you have more than 2,000 measured VDNs authorized, 
permissions checking for VDN exceptions administration will be 
turned off. 
• For a report to display data, you need read permission for the ACD 
and for the split/skill, trunk group, VDN, or vector. For example, 
if you have read permission for splits 1, 2, and 4, and you try to 
run a report on splits 1, 4, and 5, you receive data for splits 1 and 
4. You do not receive data for split 5 because you do not have read 
permission for that split. VDN permissions checking is disabled 
when more than 2000 VDNs are authorized.  
						

							  Task: administering exceptions  CentreVu CMS Administration
Changing your exceptions notification8-3
............................................................................................................................................................................................................................................................Changing your exceptions notification
OverviewBy default, the PC sounds to notify you of an exception. You can 
deactivate the sound as follows:
StepsTo change your exceptions notification:
...........................................................................................................................................................................
1From the controller window, select Tools | Options or select Options on 
the toolbar.
The Options selector window opens.
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2Select General if it is not already selected.
...........................................................................................................................................................................
3Select Use Sound to deactivate the sound and select OK.
END OF STEPS........................................................................................................................................................................... 
						

							  Task: administering exceptions  CentreVu CMS Administration
Administering agent exceptions8-4
............................................................................................................................................................................................................................................................Administering agent exceptions
Overview 
• You administer agent exceptions per split or per skill; the 
exceptions apply to all agents logged into the split or skill.
• External outbound exceptions are a subset of outbound 
exceptions. If both types of exceptions are administered, the limit 
for external outbound covers external outbound calls and the limit 
for outbound covers only internal outbound calls.
Steps...........................................................................................................................................................................
1From the controller window, select Tools | Commands | Exceptions.
The Exceptions selector window opens.
...........................................................................................................................................................................
2In the ACD, select the ACD for which you want to administer agent 
exceptions.
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3Select Operations | Agent Exceptions.