Lucent Technologies Centrevu Cms Administration Guide

							  Task: startup and exit  CentreVu CMS Administration
Choosing or changing your password1-9
............................................................................................................................................................................................................................................................Choosing or changing your password
OverviewFor system security, passwords are required for all CentreVu CMS 
user login IDs. If you do not type a password on your first login, the 
system will force you to add one.
CentreVu CMS allows users to type and change their password, but 
only a 
CentreVu CMS administrator working on the Solaris system 
can replace a forgotten password. See “Task: learning and using 
Solaris” for the steps to do this.
To choose a valid
password:Steps
...........................................................................................................................................................................
1Choose a password with at least six characters.
...........................................................................................................................................................................
2Choose a password with at least one number or special character, and at least 
two alphabetic characters.
See “Assigning user data” in “Task: assigning user permissions” for more 
information on special characters.
END OF STEPS...........................................................................................................................................................................
To change your password:Steps
...........................................................................................................................................................................
1Choose a new password with at least three characters that are different from 
your previous password.
...........................................................................................................................................................................
2Type a new password in the New Password field.
...........................................................................................................................................................................
3Retype the new password in the Retype New Password field and click OK. 
END OF STEPS........................................................................................................................................................................... 
						

							  Task: startup and exit  CentreVu CMS Administration
Closing CentreVu Supervisor windows1-10
............................................................................................................................................................................................................................................................Closing CentreVu Supervisor windows 
StepsTo close CentreVu Supervisor windows, do one of the following:
• Use any of the standard Windows methods.
• Click Exit on the Connect menu. Exit closes all windows and quits 
CentreVu Supervisor.
Important!If the server shuts down or changes to single-user 
mode, you will see a warning message before any open windows 
close. 
						

							  Task: startup and exit  CentreVu CMS Administration
Logging out of CentreVu CMS1-11
............................................................................................................................................................................................................................................................Logging out of CentreVu CMS 
StepsTo log out of the server, do one of the following:
• Select Logout on the Connect  menu. Logout is inactive if you are 
not logged into the server.
• Select Logout or Exit on the toolbar.
• Select Exit on the Connect  menu.
Results
 
If you. . . Then you see 
this  message. . .Click. . .
Select Logout from the 
Connect  menu or click 
Logout. .“Are you sure you 
want to logout?”OK to log off the 
server but keep 
CentreVu 
Supervisor 
running.
Select Exit from the 
Connect  menu or click Exit. “You are currently 
logged in. Are you 
sure you want to 
exit?”Yes to log off the 
server and close 
CentreVu 
Supervisor. 
						

							  Task: startup and exit  CentreVu CMS Administration
Exiting CentreVu Supervisor1-12
............................................................................................................................................................................................................................................................Exiting CentreVu Supervisor
StepsTo  e x i t  CentreVu Supervisor, select Exit on the  Command menu or 
click Exit on the toolbar.
Important!If you try to exit 
CentreVu Supervisor before 
logging out of the 
CentreVu CMS server, you will see the 
message, “You are currently logged in. Are you sure you want to 
exit?” Click Yes to automatically log off the server and exit 
CentreVu Supervisor. 
						

							  Task: startup and exit  CentreVu CMS Administration
Task reference: general1-13
............................................................................................................................................................................................................................................................Task reference: general
How CentreVu CMS worksCentreVu CMS is a software product used by businesses and 
organizations that have a Lucent Technologies telecommunications 
Enterprise Communications Server (ECS) and receive a large volume 
of telephone calls that are processed through the Automatic Call 
Distribution (ACD) feature of the ECS. (In this information product, 
the ECS is called the “switch.”) 
CentreVu CMS collects call-traffic 
data, formats management reports, and provides an administrative 
interface to the ACD feature on the switch. 
The 
CentreVu CMS administrator accesses the CentreVu CMS 
database, generates reports, administers ACD parameters, and monitors 
call activities to determine the most efficient service for the calling 
customers. 
Solaris
CentreVu CMS interfaces with the Solaris operating system and uses 
several Solaris system utilities to communicate with terminals and 
printers, to log errors, and to execute processes. 
CentreVu CMS works 
with the INFORMIX database management system, which provides an 
interface to the 
CentreVu CMS historical database. 
ACD administration
CentreVu CMS provides an administrative interface to the switch. 
From the ACD interface, you can view or change various ACD-, Call 
Vectoring-, and Expert Agent Selection (EAS)-related parameters on 
the switch, and you can run reports that describe your call center 
configuration.
For example, you can add agents to or remove agents from splits or 
skills; move extensions between splits; change skill assignments; 
change trunk group-to-split, trunk group-to-VDN, or VDN-to-vector 
assignments; start an agent trace and list the agents being traced; and 
create, copy, and edit call vectors. See “Task: administering call center 
agents” and “Task: administering your call center” for more 
information. 
Call Vectoring
The CentreVu CMS Call Vectoring feature enables you to create, copy, 
and edit call vectors on the ECS and G3 switches. Call vectors are user-
defined, call-processing programs. Call vectors direct calls to specified  
						

							  Task: startup and exit  CentreVu CMS Administration
Task reference: general1-14
on-network or off-network destinations; to queues in ACD splits; to 
call prompting and digit collection; or to treatments such as music, 
recorded announcements, forced disconnect, and forced busy.  
On the switch and 
CentreVu CMS, Call Vectoring is a separately 
purchased feature. All 
CentreVu CMS Call Vectoring windows are 
described in this information product. A description of ECS/G3 Call 
Vectoring is in “Administering call center agents” and “Administering 
the call center.” A description of the Vector Contents window (which 
you use to create, copy, and edit call vectors) and the allowed values for 
all the vectoring commands are in “Administering the call center”. See 
CentreVu Visual Vectors Version 8 User Guide585-210-932 for 
more information.
Expert Agent Selection
 EAS is an optional switch feature that routes incoming calls to the 
right agent on the first try. When you use the ACD queuing and the 
vector Queue-to and Check commands, a call routes to an agent that 
has the skills to handle that call.
With EAS, call distribution is based on skill groups. Calls are queued to 
skill groups and handled by an agent who is a member of at least one of 
the groups for the skills a caller needs.
The ECS and G3 switches have different EAS capabilities so you need 
to plan ahead to add EAS. See “Task: administering call center agents” 
and “Task: administering the call center” for more on EAS.
If you do not have EAS, call distribution is based on splits. 
Forecast
Forecast is an optional CentreVu CMS feature. Forecast  enables you 
to generate reports that predict both future call traffic and the resources 
you will need to meet call-handling objectives. See 
CentreVu CMS 
R3V5 Forecast
585-215-825 for more on Forecast.
CentreVu Advocate
 CentreVu Advocate is an optional switch feature that provides 
flexibility in the way a call is selected for an agent in a call-surplus 
situation. See the 
CentreVu Advocate User Guide 585-215-855. 
						

							  Task: startup and exit  CentreVu CMS Administration
Task reference: general1-15
ODBC
Open Database Connectivity (ODBC) is an optional CentreVu CMS 
feature that enables you to access data in the 
CentreVu CMS database 
for use in other software applications such as a spreadsheet program. 
With ODBC, you can access 
CentreVu CMS data directly from your 
application. 
						

							  Task: startup and exit  CentreVu CMS Administration
Task reference: CentreVu CMS specifications1-16
............................................................................................................................................................................................................................................................Task reference: CentreVu CMS specifications
Hardware platformsCentreVu CMS is certified to run on the following computers: 
• Sun Ultra Enterprise 3000
• Sun SPARCserver 20
• Sun SPARCserver 10
• Sun SPARCserver 5
• Sun Enterprise 3500
• Sun Ultra 5
Recommended PC
configurationThe recommended PC configuration for CentreVu Supervisor is the 
following:
• Intel Pentium 133 MHz processor or higher
• A hard disk drive with 50 MB of free space
• A CD-ROM drive
• 48 MB RAM or more; if you are running simultaneous 
CentreVu 
Supervisor instances in the background, you may need additional 
memory to maintain acceptable performance
• An SVGA monitor and graphics adapter that supports at least 16-
bit color and can be set to a graphics resolution of at least 
800x600x256 colors
• Microsoft Windows 95, Windows 98, or Windows NT 4.0 
operating system; if you are installing 
CentreVu Supervisor on a  
Windows NT 4.0 operating system, you must first install the 
Microsoft Service Pack 3 or higher. Microsoft also recommends 
that the Service Pack be re-installed after the 
CentreVu 
Supervisor installation.
• A mouse compatible with the your Windows operating system
• For network connection:
 – WinSock 1.1–compliant TCP/IP stack
 – Ethernet communications board
• For serial connection: 
 – Serial cable correctly wired for hardware flow control and a 
16550A UART communications port
 – Available COM port 
						

							  Task: startup and exit  CentreVu CMS Administration
Task reference: CentreVu CMS specifications1-17
• For modem connection:
 – At least a 19.2-Kbps modem and a 16550A UART 
communications port; if the modem is external, the cable must be 
correctly wired for hardware flow control
• For each language installed on the PC in addition to English, an 
additional 5 MB of disk space
Software for a Sun platformThe following software is required for R3V8 CentreVu CMS to 
operate correctly: 
• Solaris 7 Hardware 3/99 CD-ROM
• Common Desktop Environment 1.3
• Sun Online Validation Test Suite 3.1 (Software Supplement CD-
RO M)
• Solaris Online DiskSuite 4.2 (Solaris Easy Access Server CD-
RO M)
• INFORMIX-SE 7.22.UC2 CD-ROM
• INFORMIX ILS 2.11 CD-ROM
• CMS Supplemental Services CD-ROM
• INFORMIX Runtime ESQL 9.14
The following software is optional for R3V8 CMS:
• INFORMIX-SQL 7.20 UD1 CD-ROM
• SunLink HSI/P 2.0 CD-ROM (Only required when an HSI card is 
installed on PCI platforms)
• SunLink HSI/S 3.0 CD-ROM (Only required when an HSI card is 
installed on sBus platforms)
• SunLink X.25 Version 9.1 CD-ROM
• Bay Networks Annex Release 10.0b (only when an NTS is 
installed)
• Aurora Ports 6.18 8 port and/or 5.16 16 port drivers (only when an 
Aurora ports card is installed on SparcServer platforms)
• Special Asynchronous Interface PCI 2.0 (only when a SAIP card 
is installed on a PCI platform) 
						

							  Task: startup and exit  CentreVu CMS Administration
Task reference: switches1-18
............................................................................................................................................................................................................................................................Task reference: switches
Switch names and releasesThis release of CentreVu CMS is certified to run with the following 
releases of Lucent Technologies switches: 
•
DEFINITY® Communications System Generic 3 Version 2 load 
71 and later
•
DEFINITY Communications System Generic 3 Version 3
•
DEFINITY Communications System Generic 3 Version 4
•
DEFINITY G3V5
•
DEFINITY Enterprise Communications Server Release 5
•
DEFINITY Enterprise Communications Server Release 6
•
DEFINITY ECS R7
•DEFINITY ECS R8