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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 Running a data collection report8-35 ........................................................................................................................................................................... 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). You can also use a semicolon to separate individual dates (for example, 4/15/ 98; 4/17/98; 4/18/98), or put a hyphen between entries to specify a range (for example, 4/15/98-4/18/98). This field is required. ........................................................................................................................................................................... 5Under 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. END OF STEPS........................................................................................................................................................................... An example of a data collection report is shown below.
Task: administering exceptions CentreVu CMS Administration Running a malicious call trace report8-36 ............................................................................................................................................................................................................................................................Running a malicious call trace report OverviewUse the malicious call trace report to see detailed information on malicious call occurrences. The report shows the date and time each call occurred, and the agent and split or skill that received the call. If you have the automatic number identification/station number identification (ANI/SID) network feature on G3V4 or later, the report also shows where the call originated. This report is only available with CentreVu Supervisor. 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 | Malicious Call Trace. The Malicious Call Trace input window opens.
Task: administering exceptions CentreVu CMS Administration Running a malicious call trace report8-37 ........................................................................................................................................................................... 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. You can also use a semicolon to separate individual dates (for example, 4/15/ 98; 4/17/98; 4/18/98), or put a hyphen between entries to specify a range (for example, 4/15/98-4/18/98). This field is required. ........................................................................................................................................................................... 5Under 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. END OF STEPS........................................................................................................................................................................... An example of a malicious call trace report is shown below.
Task: administering exceptions CentreVu CMS Administration Running a split/skill exceptions report8-38 ............................................................................................................................................................................................................................................................Running a split/skill exceptions report OverviewUse the split/skill exceptions report to see exceptions made in the past for the splits/skills you select for the report. For each split/skill exception, the report shows the time and type of exception. PrerequisitesTo run a split/skill exceptions report: • The check box for the exception you want in the Exceptions field of the Split/Skill 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. ........................................................................................................................................................................... 3Select Reports | Split/Skill Exceptions.
Task: administering exceptions CentreVu CMS Administration Running a split/skill exceptions report8-39 The Split/Skill 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). This is a required field. ........................................................................................................................................................................... 5In the Splits/Skills field, type the name or number of splits/skills for which you want to run the report. You can type a split/skill name if you have assigned it in the Dictionary. ........................................................................................................................................................................... 6In the Order by field, type the Time to list exceptions according to the time the exceptions were made. Type the Split/Skill to list exceptions numerically by split/skill number.
Task: administering exceptions CentreVu CMS Administration Running a split/skill exceptions report8-40 ........................................................................................................................................................................... 7In 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. ........................................................................................................................................................................... 8Under 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. END OF STEPS........................................................................................................................................................................... An example of a split/skill exceptions report is shown below.
Task: administering exceptions CentreVu CMS Administration Running a trunk group exceptions report8-41 ............................................................................................................................................................................................................................................................Running a trunk group exceptions report OverviewUse the trunk group exceptions report to see exceptions made in the past for the trunk groups you select for the report. For each trunk group exception, the report shows the time and type of exception. PrerequisitesTo run a trunk group exceptions report: • The check box for the exception you want in the Exceptions field of the Trunk Group 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. ........................................................................................................................................................................... 3Select Reports | Trunk Group Exceptions.
Task: administering exceptions CentreVu CMS Administration Running a trunk group exceptions report8-42 The Trunk Group Exceptions input window opens. ........................................................................................................................................................................... 4In the Date field, type the date for which you want to run the report, or select the date on the drop-down list, or click the Browse button. 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). This field is required. ........................................................................................................................................................................... 5In the Trunk Groups field, type the name or number of trunk groups for which you want to run the report, or select the name or number on the drop-down list, or click the Browse button. You can enter a trunk group name if you have assigned it in the Dictionary. ........................................................................................................................................................................... 6In 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.
Task: administering exceptions CentreVu CMS Administration Running a trunk group exceptions report8-43 ........................................................................................................................................................................... 7In 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. ........................................................................................................................................................................... 8Under 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. END OF STEPS........................................................................................................................................................................... An example of a Trunk Group Exceptions report is shown below.
Task: administering exceptions CentreVu CMS Administration Running a VDN exceptions report8-44 ............................................................................................................................................................................................................................................................Running a VDN exceptions report OverviewUse the VDN exceptions report to see exceptions made in the past for the VDNs you select for the report. For each VDN exception, the report shows the time, VDN, vector, and type of exception. PrerequisitesTo run a VDN exceptions report: • The check box next to the exception you want in the Exceptions field of the VDN 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. ........................................................................................................................................................................... 3Select Reports | VDN Exceptions.