Home
>
Lucent Technologies
>
Communications System
>
Lucent Technologies Centrevu Cms Administration Guide
Lucent Technologies Centrevu Cms Administration Guide
Have a look at the manual Lucent Technologies Centrevu Cms Administration Guide online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 413 Lucent Technologies manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
Task: administering exceptions CentreVu CMS Administration Administering VDN exceptions8-25 Reference CentreVu CMS begins checking when a call connects to the VDN and ends when the call is disconnected, sent to another VDN, sent to an external destination, or transferred. The call remains connected to the VDN if: • The call routes to another vector (by the JRWRYHFWRU step). • The call is sent (by a URXWHWR or DGMXQFWURXWLQJ step) to an extension (other than a VDN) internal to the local switch. • The “Time in vector” exception may include time in more than one vector because of the JRWRYHFWRU command. • Some exception types need the appropriate step in the vector to which the VDN is assigned. For example, to get exceptions on unsuccessful Look Ahead Interflow attempts, the VDNs vector must have at least one URXWHWR step which routes calls to a vector on a remote switch. Number of unsuccessful adjunct routing attemptsShows an occurrence counted against the threshold each time an DGMXQFWURXWLQJstep fails. A failure occurs when the adjunct host computer does not take routing control of the call. The failure can occur because the connection to the adjunct is down or busy, or because the adjunct software rejects control. This exception cannot trigger more than once within an interval. Rolling Average Speed of AnswerShows the rolling average speed of answer for the measured VDN to CentreVu CMS via the ASA message. An occurrence is counted when CentreVu CMS receives an ASA that exceeds the time limit specified for a VDN. An exception is generated when the threshold is reached. The rolling ASA for the VDN is switch-based. The exception can be triggered once per interval. In this field... Administer this exception type...
Task: administering exceptions CentreVu CMS Administration Administering vector exceptions8-26 ............................................................................................................................................................................................................................................................Administering vector 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 vector exceptions.. ........................................................................................................................................................................... 3Select Operations | Vector Exceptions. The Vector Exception Administration input window opens.
Task: administering exceptions CentreVu CMS Administration Administering vector exceptions8-27 ........................................................................................................................................................................... 4In the Vectors 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. ........................................................................................................................................................................... 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. ........................................................................................................................................................................... 8See the table below to set thresholds for each exception type END OF STEPS........................................................................................................................................................................... Exception type thresholds In this field.....Type this value... Time in vector The time that a vector takes to process each call. This exception cannot trigger more than once within an interval. Number of calls abandoned while in vectorThe number of calls given a busy signal by the switch. This exception cannot trigger more than once within an interval.
Task: administering exceptions CentreVu CMS Administration Administering vector exceptions8-28 Reference Calls may generate some exceptions for a vector, even after the vector has given routing control to the adjunct by an DGMXQFWURXWLQJ command. With adjunct routing, exceptions may occur because a call is tracked in the vector until: • a call rings at an agent • the caller abandons • the call is routed to another vector • the call is routed to another VDN • the call is routed to an unmeasured destination Number of calls forced busyThe number of calls given a busy signal by the switch. This exception cannot trigger more than once within an interval. Number of calls disconnectedThe number of calls disconnected by the switch disconnect vector command, the vector disconnect timer, or because the call reached the end of vector processing without being queued. This exception cannot trigger more than once within an interval. Number of calls in an ACD split or skill queueThe total number of calls in queue for the vectors main and backup splits or skills. Number of unsuccessful lookahead interflow attemptsThe number of calls that fail to interflow to another switch and remain in the current vector for processing. This exception cannot trigger more than once within an interval. Number of unsuccessful adjunct routing attemptsThe number counted against the threshold each time an adjunct routing step fails. This exception cannot trigger more than once within an interval.
Task: administering exceptions CentreVu CMS Administration Administering vector exceptions8-29 Exceptions checking begins when a call enters the vector and ends when the call connects to an agent, is abandoned, or is routed to another destination. Some exception types need an appropriate step in the vector. For example, to get exceptions on unsuccessful Look Ahead Interflow attempts, the vector must have at least one URXWHWR step that routes calls to a remote switch.
Task: administering exceptions CentreVu CMS Administration Running an agent exceptions report8-30 ............................................................................................................................................................................................................................................................Running an agent exceptions report OverviewUse the agent exceptions report to see exceptions made in the past for the agents you select for the report. For each agent exception, the report shows the time, agent, and type of exception. PrerequisitesTo run an agent exceptions report: • The check box next to the exception you want in the Exceptions field of the Agent Exceptions window must be selected for the reporting time period you choose. • Exceptions must have occurred for the exception type you want the report to cover. 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.
Task: administering exceptions CentreVu CMS Administration Running an agent exceptions report8-31 ........................................................................................................................................................................... 3Select Reports | Agent Exceptions. The Agent Exceptions input window opens. ........................................................................................................................................................................... 4In the Date field, type the date for which you want to run the report. Use MM/DD/YY format (for example, 07/11/1999) or a day relative to today (for example, 0 for today, -1 for yesterday, or -7 for one week ago), or select the date on the drop-down list, or click the Browse button. This is a required field.
Task: administering exceptions CentreVu CMS Administration Running an agent exceptions report8-32 ........................................................................................................................................................................... 5In the Split/Skill field, type the name or number (these must first be assigned in the Dictionary) of the split/skill for which you want to run the report, or select the name or number on the drop-down list, or click the Browse button. ........................................................................................................................................................................... 6In the Agents field, type the name or number of agents for which you want to run the report. You can type an agent name if you have assigned it in the Dictionary. ........................................................................................................................................................................... 7In the Order by field, type the time to list exceptions according to the time the exceptions were made, or select the time on the drop-down list. Type DJHQW to list exceptions numerically by login ID. ........................................................................................................................................................................... 8In the Exceptions field, select the exceptions you want to include in the report. Clear the check box next to an exception if you do not want to include that exception in the report. At least one must be selected. ........................................................................................................................................................................... 9Under Destination, select View Report on Screen to view the report on screen or Print Report on to see a list of printers. You can print reports on any printer your PC is connected to.
Task: administering exceptions CentreVu CMS Administration Running an agent exceptions report8-33 An example of an agent exceptions report is shown below. END OF STEPS...........................................................................................................................................................................
Task: administering exceptions CentreVu CMS Administration Running a data collection report8-34 ............................................................................................................................................................................................................................................................Running a data collection report OverviewUse the data collection report to see any event that affects data collection. This includes starting or stopping data collection, resetting the clock, and session (link) down. PrerequisitesTo run a data collection report: • Exceptions must have occurred for the exception type you want the report to cover. • You must have exceptions permission for the ACD to be notified of a link-down exception. 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 Reports | Data Collection Exceptions. The Data Collection Exceptions input window opens.