Lucent Technologies Centrevu Cms Administration Guide

							  Task: administering exceptions  CentreVu CMS Administration
Reference: real-time exceptions log8-55
• Information about an activity that has fallen outside of the 
exception conditions you set. Thus, for a peg count exception, the 
exception record shows the occurrence threshold you set, even 
though the number of occurrences may be substantially greater. 
For a timed exception, the exception record shows the time limit 
you set, not the actual duration of an occurrence. 
• The real-time exceptions log holds up to 100 exception records. 
As each new exception occurs, 
CentreVu CMS adds a new record 
to the log. If the log already contains 100 records, 
CentreVu CMS 
deletes the oldest exception record from the log at the same time 
that it adds the new exception record. 
• The log simultaneously displays exception records for all 
elements of the ACDs for which you have exceptions permissions, 
regardless of whether the exceptions involve agents, splits or 
skills, trunk groups, VDNs, or vectors. You cannot select 
exception records for just one item, such as VDNs or vectors. 
However, you see exception records on only the ACD elements, 
such as splits or skills, for which you have exception permissions. 
See “Task: assigning user permissions” for more information. 
						

							  Task: administering exceptions  CentreVu CMS Administration
Task reference: reports8-56
............................................................................................................................................................................................................................................................Task reference: reports
• The Audio Difficulty exception, found in the Trunk Group 
Exceptions selection of the Reports menu, is always provided for 
all switches that support event (stroke) counts.
• Whenever you define or change exceptions, 
CentreVu CMS 
starts checking for the exceptions immediately, as long as data 
collection is on.  
• For any exception type, the occurrence threshold must be from 0 
to 999. 
• For timed exceptions, the time limit for each occurrence must be 
from 0 to 28,800 seconds (the equivalent of 8 hours). 
• If you set a time limit for an activity, you must also set an 
occurrence threshold for the same activity. 
• You must select Find one on the Actions list before selecting 
Modify so you will get the current settings. 
• The default setting is off (not active) for most exceptions. 
Exceptions checking for the following events, however, is always 
turned on. These events cannot be turned off.
– Malicious call traces
– Data collection disruptions 
– Agent attempts to log in with more than one login ID 
• You are notified of exceptions in two ways: 
– When you have set exceptions, the exceptions count in the 
status bar increases by one every time an exception threshold 
is met or exceeded.  
– The PC beeps. 
						

							  Task: assigning user permissions  CentreVu CMS Administration
9-1
9 Task: assigning user permissions
............................................................................................................................................................................................................................................................Overview
PurposeIn this task you will find the following procedures:
• Assigning user data
• Viewing, assigning, deleting, or changing ACD access
• Viewing, assigning, deleting, or changing feature access
• Viewing, assigning, or changing main menu addition access
• Viewing, assigning, deleting, or changing split/skill access
• Viewing, assigning, deleting, or changing trunk group access
• Viewing, assigning, deleting, or changing vector access
• Viewing, assigning, deleting, or changing VDN access
Use the steps that follow to assign user permissions. Your 
CentreVu® 
CMS administrator login ID gives you read/write permissions for all 
the 
CentreVu CMS features purchased by your company and for 
ACDs (real and pseudo). Secondary administrators such as split/skill 
supervisors may need only limited access to features and call center 
entities. 
						

							  Task: assigning user permissions  CentreVu CMS Administration
9-2
 
For example:
You can give users any access permissions you consider necessary. 
However, if you give a user write permission to the User Permissions 
window, that user can change access permissions for any user at any 
time.
If your call 
center has 
one split 
called. . . And assigned 
to it. . . The split 1 supervisor has 
read/write permissions for. . .
Split 1 Trunk groups 22 
and 23Split 1, trunk groups 22 and 23
Dictionary and exceptions 
commands for split 1, trunk 
groups 22 and 23 
						

							  Task: assigning user permissions  CentreVu CMS Administration
Assigning user data9-3
............................................................................................................................................................................................................................................................Assigning user data
OverviewYou must assign user data before you can assign ACD, feature, split/
skill, trunk group, vector, or VDN access permissions. User data 
consists of user IDs, corresponding default printer, maximum number 
of open user windows, minimum refresh rate for real-time reports, 
login ACD, and user or administrator status. The user IDs you assign 
become the user login IDs.
Steps...........................................................................................................................................................................
1From the controller window, select Tools | User Permissions.
The User Permissions selector window opens. The Vector Access and 
VDN Access menu items are listed if your company has purchased Call 
Vectoring. VDN access is not available if more than 2,000 VDNs have 
been authorized.
...........................................................................................................................................................................
2In the ACD field, select the ACD for which you want to assign user data. 
						

							  Task: assigning user permissions  CentreVu CMS Administration
Assigning user data9-4
...........................................................................................................................................................................
3Select User Permissions | Operations | User Data.
The User Permissions User Data input window opens.
...........................................................................................................................................................................
4In the User ID field, type the login ID for the user you are adding, 
changinging, viewing, or deleting. The User ID must have three to eight 
lowercase, alphanumeric characters, with no blanks (no special 
characters are allowed). This field is required.
...........................................................................................................................................................................
5In the User name, Room number, and Telephone number fields, type the 
applicable information. These fields are optional.
...........................................................................................................................................................................
6In the Default printer name field, type the name of the printer 
administered via the Printer Administration window. See 
“Administering a printer” in “Task: maintaining 
CentreVu CMS” for 
the steps to do this. 
						

							  Task: assigning user permissions  CentreVu CMS Administration
Assigning user data9-5
...........................................................................................................................................................................
7Under Login type, select Normal user if the user does not have access 
(by default) to system setup, user permissions, and Forecast (if 
purchased); select Administrator if the user has access (by default) to all 
parts of 
CentreVu CMS.
...........................................................................................................................................................................
8In the Maximum user window count (1–12), type the maximum number 
of open 
CentreVu CMS windows this user can have. The default is four.
Important! The more open windows you allow, the more processor 
resources this user is allowed to consume.
...........................................................................................................................................................................
9In the Maximum refresh rate (seconds) field, type the minimum update 
rate for real-time reports that this user runs. The default is 30 seconds. 
You can set a refresh rate from every three seconds to every 600 
seconds.
Important! Faster refresh rates consume more processor resources.
...........................................................................................................................................................................
10In the Login ACD field, type  the ACD name or number for this users 
current ACD each time this user logs into 
CentreVu CMS. The default 
value is one.
END OF STEPS...........................................................................................................................................................................
Reference
• Users can change their current ACD any time during a login 
session by selecting Tools | Options | General. However, when the 
user logs out and logs back in, the current ACD defaults back to 
what you set in this window.
• If you change a users login type from administrator to normal or 
vice versa after assigning the user data, you must change the users 
feature access permissions manually. 
• Before you select Find one or List all , clear the default values, 
unless you want to include these values in the search.
• Assigning only the necessary access permissions ensures the best 
system performance. 
						

							  Task: assigning user permissions  CentreVu CMS Administration
Assigning user data9-6
• Do not allow users to share the same login ID because this quickly 
consumes Solaris system resources. This also applies to one 
person logging in at multiple terminals using the same login ID. 
User messages
• If a users login ACD is removed and the user tries to log into 
CentreVu CMS, an acknowledgement tells the user either to 
contact the 
CentreVu CMS administrator or to change the login 
ACD. 
• If you try to add a login ID for a user who already exists in 
CentreVu CMS, “Already exists ” displays on the status line. If 
the user is neither a 
CentreVu CMS nor a Solaris system user, 
CentreVu CMS adds the user ID to both CentreVu CMS and to 
the Solaris system. 
• If you add or change the Login ACD field for a user and this user 
does not have access to the new or changed login ACD, an 
acknowledgement displays. 
Solaris
• A new user may have an existing Solaris system login ID. If not, 
CentreVu CMS automatically creates one when you add the user. 
• User IDs added via the Solaris system have a login shell of 
/bin/sh 
(or whatever was administered). 
CentreVu CMS does not change 
this. New user IDs added to 
CentreVu CMS and the Solaris 
system via 
CentreVu CMS have cms as the login shell.  
• Users added through the Solaris system start at the Solaris system 
prompt when they log in. To run the 
CentreVu CMS application, 
they have to type CMS. Users added through 
CentreVu CMS are 
automatically in the 
CentreVu CMS application when they log in. 
• Delete removes the user login ID and user permissions from 
CentreVu CMS. If the Solaris system ID was added via 
CentreVu CMS, delete also removes the user from the Solaris 
system. If the user has a Solaris system login ID before the 
CentreVu CMS login ID, that Solaris system login ID is not 
removed. See “Task: learning and using Solaris”  for more 
information. 
						

							  Task: assigning user permissions  CentreVu CMS Administration
Assigning user data9-7
Reports and timetables
• You can refresh or update real-time reports from every 3 to every 
600 seconds. Before a 
CentreVu CMS user can display a real-
time report, you must set a minimum refresh rate for the user. The 
default is 15 seconds greater than the number of seconds set as the 
minimum refresh rate.  
• You can put the User Data window on a timetable. See “Using 
timetables and shorcuts” for more information.
• If you delete a user who has custom reports, timetables, or 
designer reports, an acknowledgement asks if you want to move 
the deleted users reports and timetables into your login. You do 
not have to save these deleted items. If you do and there is a 
conflict between your report or timetable names for these items 
and the deleted users, you need to rename the deleted users.
• If you delete a user on a scheduled timetable, the timetable fails if 
you have not moved or removed the timetables or custom reports 
owned by the deleted user. 
If the deleted user was added via 
CentreVu CMS, all other files 
(other than timetables and custom reports) owned by the user are 
removed unless you have previously moved the files to another 
directory or removed them yourself.
Scripting
• You can script the User Data window and schedule the script. See 
“Task: automating your activities with scripting” for more 
information.
• Scripts do not run automatically after the user who owns them has 
been removed.
Rules for login ID characters
• If you try to create a login ID with an invalid character, you get an 
error message. 
• User IDs on a Solaris system cannot contain certain diacritical, 
accented, or special characters (for example, 
ixo_‹). 
						

							  Task: assigning user permissions  CentreVu CMS Administration
Assigning user data9-8
Only the following characters are allowed in login IDs:
 ! #$& `( ) *+ ,- . /
012 34567 89: ; < =>? @
A 
BCDE F  
GHI J K 
LMNOP  
Q
R STUVW 
XYZ [ \  ] ^ _ `
abcd efghi jklmn opq
rstu vwxyz {| }~