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Lucent Technologies Centrevu Cms Administration Guide
Lucent Technologies Centrevu Cms Administration Guide
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Task: administering exceptions CentreVu CMS Administration Administering agent exceptions8-5 The Agent Exceptions Administration input window opens. ........................................................................................................................................................................... 4In the Split(s)/Skill(s) box, do one of the following: • Type the information. • Select the information on the drop-down list of previously used items. • Click the Browse button to select the information in a browse window.
Task: administering exceptions CentreVu CMS Administration Administering agent exceptions8-6 ........................................................................................................................................................................... 5In the Active field, make each exception type active by selecting the check box or inactive by leaving the check box blank. ........................................................................................................................................................................... 6In the Time Limit field, set the time limit in seconds for exception types that use a time limit. This field is required even if the Active check box is not selected. ........................................................................................................................................................................... 7In the Threshold field, type a number from 0 to 999 for each active exception type. This sets the limit on acceptable occurrences; any occurrences beyond this number generate an exception. This field is required even if the Active check box is not selected. ........................................................................................................................................................................... 8 To set thresholds for each exception type, follow the steps in the table below. END OF STEPS........................................................................................................................................................................... Exception type thresholds In this field... Type this value... Time available The time an agent spends in AVAIL (this is idle time). Time on inbound ACD call (minimum)The minimum time an agent spends on an ACD call. Time on inbound ACD call (maximum)The maximum time an agent spends on an ACD call. Time in after-call work (maximum)The maximum time an agent spends on after- call work. Time on inbound ACW call (maximum)The maximum time an agent spends on an inbound call during after-call work.
Task: administering exceptions CentreVu CMS Administration Administering agent exceptions8-7 Number of inbound ACW calls/agentThe total number of inbound calls an agent can receive during after-call work. This exception cannot trigger more than once within an interval. Time on outbound ACW call (maximum)The maximum time an agent spends on an outbound call during after-call work. Number of outbound ACW calls/agentThe total number of outbound calls an agent can make during after-call work. This exception cannot trigger more than once within an interval. Time in AUX work (maximum)The maximum time an agent spends doing auxiliary work. Time on inbound AUX callThe maximum time an agent spends on an inbound call during auxiliary work. Number of inbound AUX calls/agentThe total number of inbound calls an agent can receive during auxiliary work. This exception cannot trigger more than once within an interval. Time on outbound AUX call (maximum)The maximum time an agent spends on an outbound call during auxiliary work. Number of outbound AUX calls/agentThe total number of outbound calls an agent can place during auxiliary work. This exception cannot trigger more than once within an interval. Time in AUX with Reason Code X (maximum)The maximum time agents can spend doing auxiliary work with Reason Code X (X is from 0 to 9). Login Identification Notification of a login violation. If you deactivate this exception, checking for Dictionary login violations is turned off. You cannot turn off checking for agents who try to log in using more than one login ID. This exception cannot trigger more than once within an interval.
Task: administering exceptions CentreVu CMS Administration Administering agent exceptions8-8 Logout attempt without valid reason codeIndication if the agent types an invalid code when trying to logout. This exception cannot trigger more than once within an interval AUX attempt without valid reason codeInformation sent by the switch if AUX work reason codes are forced or requested and the agent trying to change to AUX work types an invalid code, times out, hangs up, or drops or releases the call without typing a code. This exception cannot trigger more than once within an interval. Time on outbound ACD call (minimum)The minimum time an agent spends on an outbound ACD call. Time on outbound ACD call (maximum)The maximum time an agent spends on an outbound ACD call. Number calls transferredThe maximum number of calls an agent can transfer. Time ACD call spent on hold (maximum)The maximum time an agent can put an ACD call on hold. Number ACD calls placed on hold (maximum) The maximum number of ACD calls an agent can put on hold. This exception cannot trigger more than once within an interval. Number ACD calls abandoned while on hold (maximum)The maximum number of calls that abandoned after being puton hold by an agent. This exception cannot trigger more than once within an interval. Time ACD call spends ringing (maximum)The maximum time a split or skill or direct agent ACD call can ring at agents voice terminal before an exception triggers. Ringing call automaticallyredire cted from agent This exception triggers if an agent lets an ACD call ring at the voice terminal and the switch automatically redirects the call back to the split or skill or to a VDN. (Your switch must have the Redirection On No Answer feature.)
Task: administering exceptions CentreVu CMS Administration Administering agent exceptions8-9 Time on direct agent call (maximum)The maximum number of seconds an agent spends on a direct agent ACD call. Number calls in direct agent queue (maximum)The maximum number of direct agent ACD calls an agent can have waiting in queue. Time call waited in direct agent queue (maximum)The maximum time any call waits in the direct agent queue. Number calls abandoned from direct agent queue (maximum)The maximum number of direct agent ACD calls that can leave the direct agent queue by abandoning before an exception triggers. This exception cannot trigger more than once within an interval. Number calls outflowed from direct agent queue (maximum)The maximum number of direct agent calls that outflow from the direct agent queue. This exception cannot trigger more than once within an interval. Time on external outbound ACW call (maximum)The maximum number of seconds an agent spends on an external outbound call during after-call work (ACW). Number of external outbound ACW calls/agent (maximum)The maximum number of external outbound calls an agent can make while in after-call work. This exception cannot trigger more than once within an interval. Time on external outbound AUX calls (maximum)The maximum number of seconds an agent spends on an external outbound call during auxiliary work Number external outbound AUX calls/agent (maximum)The maximum number of external outbound calls an agent can make during auxiliary work. This exception cannot trigger more than once within an interval. Agent logged out with active/held callsThe condition in which an agent has active calls or calls on hold when the agent logs out.
Task: administering exceptions CentreVu CMS Administration Administering agent exceptions8-10 Agent could not be logged inAn exception that is not on the Agent Exceptions Administration window because it is always enabled. The exception displays as “Could not be logged in” on the agent exceptions report. Agent entered invalid call work codesAn exception pegged for CWC 0 (an agent types an unadministered call work code). This exception should be turned off if you are collecting call work codes in call records only.
Task: administering exceptions CentreVu CMS Administration Administering split/skill exceptions8-11 ............................................................................................................................................................................................................................................................Administering split/skill exceptions PrerequisitesTo administer exceptions for skills, your company must have purchased EAS. This feature is not needed to administer exceptions for splits. Steps........................................................................................................................................................................... 1From the controller window, select Tools | Commands | Exceptions. The Exceptions selector window opens. ........................................................................................................................................................................... 2In the ACD field, select the ACD for which you want to administer split/ skill exceptions. ........................................................................................................................................................................... 3Select Operations | Split/Skill Exception Administration.
Task: administering exceptions CentreVu CMS Administration Administering split/skill exceptions8-12 The Split/Skill Exception Administration input window opens. ........................................................................................................................................................................... 4In the Split(s)/Skill(s) box, do one of the following: • Type the information. • Select the information on the list of previously used items. • Click the Browse button to select the information in a browse window.
Task: administering exceptions CentreVu CMS Administration Administering split/skill exceptions8-13 ........................................................................................................................................................................... 5In the Active field, make each exception type active by selecting the check box or inactive by leaving the check box blank. ........................................................................................................................................................................... 6In the Time Limit field, set the time limit in seconds for exception types that use a time limit (this can be a zero default). This field is required even if the Active check box is not selected. ........................................................................................................................................................................... 7In the Threshold field, type a number from 0 to 999 for each active exception type. This sets the limit on acceptable occurrences; any occurrences beyond this number generate an exception (this can be a zero default). This field is required even if the Active check box is not selected. ........................................................................................................................................................................... 8To set thresholds for each exception type, follow the steps in the table below. END OF STEPS........................................................................................................................................................................... Exception type thresholds In this field... Type this value... Time call has waited in queueThe total acceptable time any call in queue remains unanswered before an occurrence is counted against the threshold limit. Number calls waitingThe maximum number of calls waiting in queue at any one time. Number calls abandonedThe total number of acceptable abandoned calls. This exception cannot trigger more than once within an interval. Average speed of answer (seconds)The time counted (in seconds) against threshold limit when the average speed of answer for the split or skill is longer than the limit administered. This exception cannot trigger more than once within an interval.
Task: administering exceptions CentreVu CMS Administration Administering split/skill exceptions8-14 Number intraflowed-out callsThe acceptable number of calls that can intraflow out of the split or skill before an occurrence is counted against the threshold limit. This exception cannot trigger more than once within an interval. Number intraflowed-in callsThe acceptable number of calls that can intraflow into the split or skill before an occurrence is counted against the threshold limit. This exception cannot trigger more than once within an interval. Number interflowed- outcallsThe acceptable number of calls that can interflow out of the split or skill. This exception cannot trigger more than once within an interval. Number calls handled as backup The acceptable number of calls that this split or skill can handle as a backup for another split or skill. This exception cannot trigger more than once within an interval. Number calls transferredThe acceptable number of calls that can be transferred from this split or skill. This exception cannot trigger more than once within an interval Number calls offered while queue fullThe acceptable number of calls that can be offered to the split orskill while the queue is full. This exception cannot trigger more than once within an interval. Expected Wait Time (pri Top) exceeds threshold An estimate of how long an incoming call with the highest priority waits in queue before connecting to an agent. This exception is triggered once per interval, when the time limit exceeds the number of times specified in the threshold. Expected Wait Time (pri High) exceeds thresholdAn estimate of how long an incoming call with the second highest priority waits in queue before connecting to an agent. Expected Wait Time (pri Medium) exceeds thresholdAn estimate of how long an incoming call with the third highest priority waits in queue before connecting to an agent.