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Lucent Technologies Centrevu Cms Administration Guide
Lucent Technologies Centrevu Cms Administration Guide
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Task: viewing and changing system setup values CentreVu CMS Administration 10-1 10 Task: viewing and changing system setup values ............................................................................................................................................................................................................................................................Overview PurposeIn this task you will find the following procedures: • Turning data collection on and off for real ACDs • Changing the CentreVu® CMS state • Setting up a pseudo-ACD • Loading pseudo-ACD data • Specifying how CentreVu CMS stores data • Archiving data in the historical database • Starting or stopping external applications • Allocating storage space • Migrating CentreVu CMS data • Setting storage intervals • Viewing switch setup data Use the procedures that follow to view and change system setup values. Important! Do not work in the CentreVu CMS System Setup window daily. Changes you make in this window could affect performance, disk space, and data collection.
Task: viewing and changing system setup values CentreVu CMS Administration 10-2 PermissionsThese permissions apply to viewing and changing system setup values. See “Task: assigning user permissions” for more information. • To view the current CentreVu CMS state or the master ACD, you need read permission for the CentreVu CMS System Setup command. • To change the current CentreVu CMS state or the master ACD, you need write permission for the CentreVu CMS System Setup command. • To view the status of data collection, you need read permission for the CMS System Setup command. To change the status of data collection, you need write permission for the CentreVu CMS System Setup command. • Change access permissions as necessary for the pseudo-ACD. • To view the Free Space Allocation window, you need read permission for the CentreVu CMS System Setup command. To change field values, you must have write permission. • To view the Data Summarizing window, you need read permission for the CentreVu CMS System Setup command. To run data summarizing, you need write permission. • To view the status of external applications, you need read permission for the CMS System Setup command. To turn External Application Status on or off, or to start or stop an external application, you need write permission. • To view switch setup information, you must have read permission for the CentreVu CMS System Setup command. See “Task: assigning user permissions” for more information. • To view the Pseudo-ACD Setup window, you need read permission for the CMS System Setup command. To create pseudo-ACDs, you need write permission for the CMS System Setup command. See “Task: assigning user permissions” for more information.
Task: viewing and changing system setup values CentreVu CMS Administration Turning data collection on and off for real ACDs10-3 ............................................................................................................................................................................................................................................................Turning data collection on and off for real ACDs Before you beginPrerequisi tes • When you turn on data collection, monitor the connection status of the link and make sure data is being transferred. See Connection Status on the Maintenance menu. • When you turn off data collection, no new data is collected. If calls are being handled, they are not recorded in CentreVu CMS. Steps........................................................................................................................................................................... 1On the controller window, select Tools | CMS System Setup. The CMS System Setup selector window opens, with only the Operations tab active. ........................................................................................................................................................................... 2Select Operations | Data Collection.
Task: viewing and changing system setup values CentreVu CMS Administration Turning data collection on and off for real ACDs10-4 The Data Collection input window opens. ........................................................................................................................................................................... 3In the ACD field, select the ACD name for which you want to turn data collection on or off. ........................................................................................................................................................................... 4Under Data collection, click: On (the default value): to turn data collection on. Off: to turn data collection off. END OF STEPS........................................................................................................................................................................... Reference • This window does not apply to a pseudo-ACD because a pseudo- ACD does not collect data. • Data collection must be on for the current ACD when you activate an agent trace or do any switch administration from CentreVu CMS. • Check the archiving status before turning off data collection or wait until the interval archive finishes. • You can script this action. See “Task: automating your activities with scripting” for more information.
Task: viewing and changing system setup values CentreVu CMS Administration Changing the CentreVu CMS state10-5 ............................................................................................................................................................................................................................................................Changing the CentreVu CMS state Prerequisites • To add to or change configuration data for storage allocation, storage intervals, or restoring data (for system administration and ACD administration data), you must put CentreVu CMS in single-user mode. Steps........................................................................................................................................................................... 1From the controller window, select Tools | CMS System Setup. The CMS System Setup selector window opens. ........................................................................................................................................................................... 2In the ACD field, select the ACD for which you want to change the CMS state. ........................................................................................................................................................................... 3Select Operations | CMS State.
Task: viewing and changing system setup values CentreVu CMS Administration Changing the CentreVu CMS state10-6 The CMS State input window opens. ........................................................................................................................................................................... 4Do one of the following: • Click Single-user mode and select Modify. A message displays, telling all users that CentreVu CMS will be brought down in one minute. Users are automatically logged off after one minute. • Click Multi-user mode and select Modify. ........................................................................................................................................................................... 5 In the ACD field, select the ACD name you want as master ACD for clock synchronization or type the ACD name in the ACD field. The master ACD time displays on the status bar of the controller window. END OF STEPS........................................................................................................................................................................... Reference • Single-user mode means that only one person can log onto the CentreVu CMS server. Multi-user mode means that any administered user can log onto the CentreVu CMS server. • When you are in single-user mode, data collection continues for the ACDs for which data collection is on. • If you log off the CentreVu CMS server while in single-user mode, you must wait at least 10 seconds before logging in again.
Task: viewing and changing system setup values CentreVu CMS Administration Changing the CentreVu CMS state10-7 • To add or change data in the following areas, you must put CentreVu CMS in single-user mode (viewing current data does not require single-user mode). You may want to do some or all of these actions during off-peak hours: –Allocating data storage —Specifying storage intervals —Specifying how CentreVu CMS stores data —Running a restore (for system administration and ACD administration data) • You can script the CMS State window and schedule the script. See “Task: automating your activities with scripting” for more information.
Task: viewing and changing system setup values CentreVu CMS Administration Setting up a pseudo-ACD10-8 ............................................................................................................................................................................................................................................................Setting up a pseudo-ACD OverviewA pseudo-ACD is an area in CentreVu CMS used to place previously backed-up ACD data. Prerequisites • If you create a pseudo-ACD using CentreVu Supervisor, you need to log out of CentreVu Supervisor and then log back into CentreVu Supervisor to see the new pseudo-ACD. • If the Forecast is enabled on the pseudo-ACD, change the values for the Forecast archive parameters as necessary. Steps........................................................................................................................................................................... 1From the controller window, select Tools | CMS System Setup. The CMS System Setup selector window opens. ........................................................................................................................................................................... 2Select Operations | Pseudo ACD Setup.
Task: viewing and changing system setup values CentreVu CMS Administration Setting up a pseudo-ACD10-9 The Pseudo ACD Setup input window opens. ........................................................................................................................................................................... 3In the ACD field, type the number (nine through 26) or the name of the pseudo-ACD. You must use an ACD number if you have not defined a synonym for it. You can use the ACD name once you have defined the synonym in the Dictionary. END OF STEPS........................................................................................................................................................................... Reference A pseudo-ACD is not a live (real) ACD and does not communicate with any switch. When you create a pseudo-ACD, that pseudo-ACDs parameters (such as number of agents or splits/skills) are set to 0. Reset them if necessary to match the ACD from which data will be loaded. See “Task: administering call center agents” for more information. The following menu items are available when a pseudo-ACD is the current ACD, if you have the appropriate feature access permissions: • Reports –Historical • Dictionary – all submenu items • Forecast – all submenu items • Custom Reports – all submenu items
Task: viewing and changing system setup values CentreVu CMS Administration Setting up a pseudo-ACD10-10 • User Permissions – all submenu items • CMS System Setup –CMS State Data Collection Data Storage Allocation Data Summarizing Free Space Allocation Load Pseudo-ACD Pseudo-ACD Setup R2 Migrate Data R3 Migrate Data Storage Intervals Switch Setup • Maintenance – ACD Status Archiving Status Backup Data Backup/Restore Devices Connection Status Printer Administration Restore Data • CentreVu CMS does not automatically summarize pseudo-ACD data. See “Archiving data in the historical database” in this task for more information on how to summarize pseudo-ACD data into daily, weekly, or monthly summaries. • Before you load the previously backed-up ACD data to the pseudo-ACD, make the pseudo-ACD your current ACD. After you change your current ACD, see “Loading Pseudo-ACD Data” in this task for information on loading the data. • Back up the historical data you want for the pseudo-ACD. See “Task: maintaining CentreVu CMS” for more information. • Define a synonym for your pseudo-ACD in the Dictionary. See “Task: naming your call center entities in the Dictionary” for more information.