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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 split/skill exceptions8-15 Expected Wait Time (pri Low)An estimate of how long an incoming call with the lowest priority waits in queue before connecting to an agent. Rolling Average Speed of Answer The rolling average speed of answer for the measured split/skill sent to CentreVu® CMS via the ASA message. An occurrence is counted (in seconds) when CentreVu CMS receives an ASA that exceeds the time limit specified for a split/ skill. An exception is triggered when the threshold is exceeded.
Task: administering exceptions CentreVu CMS Administration Administering trunk group exceptions8-16 ............................................................................................................................................................................................................................................................Administering trunk group exceptions Steps........................................................................................................................................................................... 1From the controller window, select Tools | Commands | Exceptions. The Exceptions selector window opens. ........................................................................................................................................................................... 2In the ACD box, select the ACD for which you want to administer trunk group exceptions. ........................................................................................................................................................................... 3Select Operations | Trunk Group Exceptions. The Trunk Group Exception Administration input window opens.
Task: administering exceptions CentreVu CMS Administration Administering trunk group exceptions8-17 ........................................................................................................................................................................... 4In the Trunk groups field, complete the Trunk group(s) box: • Type the information. • Select the information from the drop-down list of previously used items. • Click the Browse button to view all available items for the input field and select the items to input. ........................................................................................................................................................................... 5To make an exception type Active, select the check box; to make an exception type inactive, leave the check box blank, then type a value in the Time Limit and Threshold field. See the table below for instructions for completing the fields in this window. END OF STEPS........................................................................................................................................................................... In this field... Administer this exception type... Time limit For exception types that use a Time Limit, set the Time Limit, set the Time Limit in seconds. The time limit is the amount of time that must pass before occurrences are counted against the threshold limit. This field is required even if the Active check box is not selected. Threshold For each active exception type, type a Threshold number from 0 to 999 to define the number of acceptable occurrences. Anything above that number generates an exception. If you want the first occurrence of an exception to notify you, type 0 in this field. This field is required even if the Active check box is not selected.
Task: administering exceptions CentreVu CMS Administration Administering trunk group exceptions8-18 Time trunk in use (Exceptions per trunk) (minimum)The minimum acceptable time a trunk in the trunk group can be in use. CentreVu CMS checks the allowed time the trunk is in use before an occurrence is counted against the threshold for that trunk. You receive an exception notification when the threshold is exceeded. This exception cannot trigger for the same trunk more than once within an interval. Time trunk in use (Exceptions per trunk) (maximum)The maximum acceptable time a trunk in the trunk group is in use. CentreVu CMS checks the allowed time the trunk is in use before an occurrence is counted against the threshold for that trunk. You receive an exception notification when the threshold is exceeded. This exception cannot trigger for the same trunk more than once within an interval. Time any trunk maintenance busy (Exceptions per trunk group)The maximum time a trunk in the trunk group can be maintenance busy. CentreVu CMS checks the allowed time the trunk is in use before an occurrence is counted against the threshold for that trunk. You receive an exception notification when the threshold is exceeded. This exception cannot trigger for the same trunk more than once within an interval. Length of time all trunks busy (Exceptions per trunk group)The total time that all trunks can be busy in the trunk group without counting as an occurrence. You receive an exception notification when the threshold is exceeded. This exception cannot trigger more than once within an interval. Number of trunk failures in group (Exceptions per trunk group)The maximum acceptable number of trunks failing to carry a call in a trunk group. CentreVu CMS checks the allowed number of trunk failures before you recieve an exception notification. This exception cannot trigger more than once within an interval.
Task: administering exceptions CentreVu CMS Administration Administering trunk group exceptions8-19 Reference The Audio Difficulty exception is always provided for all switches that support event counts. Number of trunks in use (Exceptions per trunk group)The maximum acceptable number of trunks that can be in use at any one time in the trunk group. Since this condition can come and go, you receive an exception notification each time the allowed number of trunks in use exceeds the threshold within the interval. Number of trunks maintenance busy (Exceptions per trunk group)The maximum acceptable number of trunks that can be maintenance busy in the trunk group without generating an exception. Since this condition can come and go, you receive an exception notification each time the allowed number of maintenance-busy trunks exceeds the threshold within the interval. Number of failures on a single trunkThe maximum acceptable number of failures that a single trunk can have in the trunk group without counting as an occurrence. CentreVu CMS checks the allowed number of trunk failures before you receive an exception notification for that trunk. This exception cannot trigger for the same trunk more than once within an interval.
Task: administering exceptions CentreVu CMS Administration Administering VDN exceptions8-20 ............................................................................................................................................................................................................................................................Administering VDN exceptions PrerequisitesTo administer VDN Exceptions, your company must have purchased Call Vectoring. VDN permissions checking is disabled for exceptions administration when more than 2000 VDNs are authorized. Steps........................................................................................................................................................................... 1From the controller window, select Tools | Commands | Exceptions. The Exceptions selector window opens. ........................................................................................................................................................................... 2In the ACD box, select the ACD for which you want to run the report. ........................................................................................................................................................................... 3Select Operations | VDN Exceptions.
Task: administering exceptions CentreVu CMS Administration Administering VDN exceptions8-21 The VDN Exception Administration window input opens. ........................................................................................................................................................................... 4To complete the VDN(s) box: • Type the information. • Select the information on the pull-down list of previously used items. • Click the Browse button to view all available items for the input field and select your inputs. See the table below for instructions for completing the fields in this window. END OF STEPS...........................................................................................................................................................................
Task: administering exceptions CentreVu CMS Administration Administering VDN exceptions8-22 In this field... Administer this exception type... Active By selecting the check box or inactive by leaving the check box blank. Time Limit On exception types that use a time limit, set the time limit in seconds. The time limit is the amount of time that must pass before occurrences are counted against the threshold limit. This field is required even if the Active check box is not selected. Threshold For each active exception type, type a threshold number from 0 to 999 to define the number of acceptable occurrences. Anything above that number generates an exception. If you want to be notified on the 1st occurrence of an exception, type a 0 in this field. This field is required even if the Active check box is not selected. Time in Vector Shows the time that a vector takes to process each call. An occurrence is counted against the threshold when the time exceeds the number of seconds specified in the Time Limit field. This exception cannot trigger more than once within an interval. Time at agent (minimum)Shows the length of time that a call is connected to an agent while still in the VDN. An occurrence is counted against the threshold when the time does not last as long as the number of seconds specified in the Time Limit field. Time at agent (maximum)Shows the length of time that a call is connected to an agent while still in the VDN. An occurrence is counted against the threshold when the time exceeds the number of seconds specified in the Time Limit field. This exception cannot trigger more than once within an interval.
Task: administering exceptions CentreVu CMS Administration Administering VDN exceptions8-23 Number of calls abandoned while in vectorShows the number of calls abandoned during vector processing. An occurrence is counted against the threshold each time a call is abandoned during vector processing. This exception cannot trigger more than once within an interval. Number of calls forced busyShows the number of calls given a busy signal by the switch. An occurrence is counted against the threshold each time a call is given a busy signal by the switch. This exception cannot trigger more than once within an interval. Number of calls disconnectedShows the number of calls that were disconnected: – by the switch GLVFRQQHFWYHFWRU command, – by the vector disconnect timer, or, – because the calls reached the end of vector processing without being queued. An occurrence is counted against the threshold each time a call is automatically disconnected during vector processing. Calls that disconnected after receiving a busy signal via the EXV\command are not included. This exception cannot trigger more than once within an interval. Number of calls in an ACD split/ skill queueShows the total number of calls in queue for the vectors main and backup splits or skills. An occurrence is counted when this number exceeds the threshold. Since this condition can come and go, you receive an exception each time the threshold is exceeded. In this field... Administer this exception type...
Task: administering exceptions CentreVu CMS Administration Administering VDN exceptions8-24 Number of calls that flowed into VDNCounts an occurrence against the occurrence threshold each time a call connects to the VDN for 1 of 3 reasons: – The call was routed to the VDN by a URXWHWR step from a vector in the local ACD. – The call was transferred to the VDN from a local split or skill extension using the Transfer button. – The call was routed to the VDN via adjunct routing. Calls that connect to the VDN because of Look Ahead Interflow or normal interflow (in which case the call was sent from another switch) are not included in the count. Number of calls that flowed out of VDNShows the routing of a call from the VDN to an external destination or other VDN. An occurrence is counted against the threshold each time a call is routed from the VDN to an external destination or to another VDN. This exception cannot trigger more than once within an interval. Number of calls that interflowed out of VDNShows the routing of a call from the VDN to an outside destination. An occurrence is counted against the threshold each time a call is routed from the VDN to a destination outside the local switch. This exception cannot trigger more than once within an interval. Number of calls handled by backup split or skillThis is the number of calls connected to an agent in a backup split or skill referenced by a FKHFN EDFNXSVSOLWRUVNLOO , PHVVDJLQJVSOLWRU VNLOO , URXWHWRVSOLWVNLOO, or URXWHWR GLUHFWDJHQW step in the VDNs vector. An occurrence is counted against the threshold each time a call is connected due to 1 of these steps. This exception cannot trigger more than once within an interval. Number of unsuccessful lookahead interflow attemptsShows the number of calls that fail to interflow to another switch and remain in the current vector for processing. An occurrence is counted against the threshold each time a call fails to interflow. This exception cannot trigger more than once within an interval. In this field... Administer this exception type...