Lucent Technologies Centrevu Cms Administration Guide

							  Task: viewing and changing system setup values  CentreVu CMS Administration
Allocating storage space10-31
• Shift 1 (2, 3, or 4): CentreVu CMS rounds shift times to the 
nearest interval. For example, if you use 30-minute intervals and 
set a shift from 8:15 to 5:15, 
CentreVu CMS assumes that this 
shift is from 8:00 to 5:30.
Shifts must be at least one minute long. 
You cannot set a shift from 8:00 a.m. to 8:00 a.m. for a 24-hour 
shift; you must set 8:00 a.m. to 7:59 a.m. for a 24-hour shift. 
This information is used CMS-wide. 
• Total split/skill members, summed over all splits/skills (0–9,999: 
the link between 
CentreVu CMS and the switch does not come up 
if you assign more agent members to splits/skills than your 
company has paid for. 
On G3/ECS, you need to count extensions in multiple splits/skills 
once for each split/skill in which they are members. On G3/ECS, 
this represents the maximum number of split/skill members 
measured or logged in at any one time. On G3/ECS without EAS, 
this represents the maximum split members. On G3/ECS with 
EAS, this represents the maximum agent/skill pairs (skill 
members) logged in. 
• Number of Agent login/logout records (0–999,999): when you 
change skills for an agent, a new record is generated if the agent is 
logged in when the change occurs. 
• Number of unmeasured trunk facilities: an unmeasured facility is 
needed for all internal station to station calls and all calls that use 
an unmeasured 
CentreVu CMS trunk group. 
An unmeasured facility can be either an external trunk or an 
internal (intercom) trunk. All call activity to or from measured 
agents or measured splits/skills/VDNs uses either a measured 
trunk group or an unmeasured trunk facility. 
Call Vectoring
If you do not have Call Vectoring or your switch does not support call 
work codes, the fields corresponding to call work codes, vectors, and 
VDNs are not displayed.
Maintenance
If you change the data storage allocation values, do a full backup of the 
historical data. See “Task: maintaining 
CentreVu CMS” for more 
information. 
						

							  Task: viewing and changing system setup values  CentreVu CMS Administration
Allocating storage space10-32
Scripting
You can script the Data Allocation Status window and schedule the 
script. See “Task: automating your activities with scripting” for more 
information.
Timetable
You cannot put the Data Allocation Status window on a timetable.
Switch parameters
If you change the switch parameters using VZVHWXS check the 
parameters on the Data Allocation Status screen. See 
CentreVu CMS 
R3V8
 Upgrades and Migration 585-210-913. (For example, enable 
Call Vectoring means you need data storage space for VDNs and 
vectors. Changing the release of the switch may change the number of 
measured entities allowed and affect the storage allocation for each 
entity.)  
Reports
The data storage values determine how much data is available for 
running historical reports. For example, if you choose not to save 
weekly and monthly data, weekly or monthly reports display no data. 
Conversely setting a high limit for data storage allocation does not 
guarantee that more than 1,000 call work code entries appear on the call 
work code report. See 
CentreVu Supervisor Release 8 Reports 585-
215-851 for more information.  
						

							  Task: viewing and changing system setup values  CentreVu CMS Administration
Migrating CentreVu CMS data10-33
............................................................................................................................................................................................................................................................Migrating CentreVu CMS data
OverviewUse these steps to migrate R2 CentreVu CMS data residing on a 3B2 
computer to a current 
CentreVu CMS release. 
R2 data items that can be migrated include:
• Administration data (user permissions)
• Dictionary
• Custom reports
• Historical data
• Forecast administration data
Use the R3 Migrate Data window to migrate R3 
CentreVu CMS data 
from prior R3 
CentreVu CMS releases to current releases.
Steps to migrate R2 data...........................................................................................................................................................................
1From the controller window, select Tools | CMS System Setup.
The CMS System Setup selector window opens.
...........................................................................................................................................................................
2Select Operations | R2 Migrate Data. 
						

							  Task: viewing and changing system setup values  CentreVu CMS Administration
Migrating CentreVu CMS data10-34
The R2 Migrate Data input window opens.
...........................................................................................................................................................................
3For information on using the R2 Migrate Data window, see CentreVu 
CMS
 R2V8 Upgrades and Migration 585-215-856.
END OF STEPS...........................................................................................................................................................................
Steps to migrate R3 data...........................................................................................................................................................................
1From the controller window, select Tools | CMS System Setup.
The CMS System Setup window opens.
...........................................................................................................................................................................
2Select Operations | R3 Migrate Data 
						

							  Task: viewing and changing system setup values  CentreVu CMS Administration
Migrating CentreVu CMS data10-35
The R3 Migrate Data input window opens.
...........................................................................................................................................................................
3For information on using the R3 Migrate Data window, see CentreVu 
CMS
 R2V8 Upgrades and Migration 585-215-856.
END OF STEPS........................................................................................................................................................................... 
						

							  Task: viewing and changing system setup values  CentreVu CMS Administration
Setting storage intervals10-36
............................................................................................................................................................................................................................................................Setting storage intervals
OverviewYou can set a 15-, 30-, or 60-minute storage interval for ACD data. This 
allows you to choose the storage interval that best meets the needs of 
your call center. You can also select the days of the week that begin and 
end your call centers week.
Storage intervals determine how often intrahour data is archived and at 
which times. For example, if your call centers hours change, you can 
specify a change in the daily start time or daily stop time. 
Steps...........................................................................................................................................................................
1On the controller window, select Tools | CMS System Setup.
The CMS System Setup selector window opens.
...........................................................................................................................................................................
2Select Operations | Storage Intervals. 
						

							  Task: viewing and changing system setup values  CentreVu CMS Administration
Setting storage intervals10-37
The Storage Intervals input window opens.
...........................................................................................................................................................................
3To set the length of your intrahour intervals, select: 15 minutes 30 
minutes (default value) 60 minutes
...........................................................................................................................................................................
4In the Data Summarizing time field, type the time in hh:mm a.m./p.m. 
format or in the 24–hour clock (for example, 17:00). If a.m./p.m. is not 
specified, the 24–hour clock (military time) is assumed.  
						

							  Task: viewing and changing system setup values  CentreVu CMS Administration
Setting storage intervals10-38
Use the following as a guide:
• The default daily summary time is 12:35 a.m. on the day 
following the day the data was collected. Weekly summaries are 
started on the day following the selected stop day. Monthly 
summaries are started on the first day of the next month. For 
example, Januarys monthly summary is done on the first day of 
February. 
• To start data summarizing on the current day, set the summarizing 
time 15 minutes after the daily stop time and before midnight. 
CentreVu CMS uses the daily stop time plus 15 minutes (the last 
interval is needed to complete archiving). The weekly summaries 
are then started two hours later, with the monthly summaries 
following by four hours. 
...........................................................................................................................................................................
5In the field for Switch time zone offset, type the adjustment needed to 
convert switch time to local 
CentreVu CMS time. The value in this field 
is  0 except when the ACD is in a different time zone from the 
CentreVu 
CMS system.
...........................................................................................................................................................................
6For the Week start day field, select the check box next to the day of the 
week that begins your call centers week. When you request a weekly 
report, the start date must correspond to the day specified in this field. 
You can select one day of the week; Sunday is the default.
Use the following as a guide:
• If the current week is defined as Monday through Friday and you 
want to change it to Sunday through Saturday, if you make the 
change between Monday and Friday, the week of the change is 
Monday through Saturday (the old start day, Monday, through the 
new stop day, Saturday).
• If you make the change on Saturday the old week is archived for 
Monday through Friday, and the new week is Sunday through 
Saturday. 
• If possible, make the change after the weekly archive, preferably 
on a day when data is not normally collected (unless you collect 
data for a seven-day week). 
• The week of the change has the data item INCOMPLETE set to 
indicate that this weeks data is unusual because the definition of 
what constitutes a week was changed.  
						

							  Task: viewing and changing system setup values  CentreVu CMS Administration
Setting storage intervals10-39
• If the start and stop day are the same day of the week, one days 
worth of data is stored per week. 
• When you change the weekly start or stop day, the current week 
can be one to 13 days long. You do not need to migrate the data 
because of this change.
• If the current start day is Sunday and the stop day is Saturday, and 
you change the stop day on Saturday morning to Friday, the 
current week has 13 days in it. If the start day is Sunday and the 
stop day is Saturday, and on Sunday you change the stop day to 
Sunday, the current week has only one day. 
...........................................................................................................................................................................
7For Week stop day, select the check box next to the day of the week that 
ends your call centers week. You can select one day of the week; 
Saturday is the default. Data through the end of the stop day is included 
in the weekly summary. 
When you change the weekly start or stop day, the current week can be 
one to 13 days long. (You do not need to migrate the data because of 
this change.) For example, if the current work day is Sunday and the 
stop day is Saturday, and on Saturday morning you change the stop day 
to Friday, the current week has 13 days. Or if the start day is Sunday 
and the stop day is Saturday, and on Sunday you change the stop day to 
Sunday, the current week has only one day. 
...........................................................................................................................................................................
8In the Daily start time field, type the time that data collection starts each 
day. Use the hh:mm a.m./p.m. format or the 24-hour clock (for example, 
17:00). The default is 12:00 a.m. (midnight). 
Daily start time must be for the same calendar day as  Daily stop time.
...........................................................................................................................................................................
9In the Daily stop time field, type the time that the data collection stops 
each day. Use the hh:mm a.m./p.m. format or the 24-hour clock (for 
example, 17:00). The default is 11:59 p.m. 
END OF STEPS........................................................................................................................................................................... 
						

							  Task: viewing and changing system setup values  CentreVu CMS Administration
Setting storage intervals10-40
Reference
Guidelines for setting storage intervals
A change in the intrahour interval does not take effect until the end of 
the current intrahour interval, and existing historical data is 
automatically migrated when you are changing to a longer intrahour 
interval.
If the new intrahour report interval is 15 minutes, the existing 30- or 
60-minute data is divided by two or four, respectively, with any 
remainder falling in the last 15-minute interval. If the new intrahour 
report interval is 60 minutes, two 30-minute intervals or four 15-minute 
intervals are combined.  
The Data Summarizing time field shows the time when the daily/
weekly/monthly summaries are done. The time is displayed in the 
hh:mm a.m./p.m. format.
The Switch time zone offset field helps ensure that all 
CentreVu CMS 
date and time stamps use the same clock. For example, suppose that 
CentreVu CMS runs on a machine in New York City and one of its 
ACDs is in London. 
CentreVu CMS must collect all data in U.S. 
Eastern time. Since New York is five hours behind London, you would 
need to type –5 in this field for the London switch.  
When you change the start or stop day for the week, data is archived 
from the old start day through the new stop day for the week in which 
the change was made. 
If the start or stop time is extended, there are no records in the historical 
database for the added hours before the time of the change. 
If the start and stop day are the same day of the week, only one days 
worth of data is stored per week. 
Wait to begin a second modification
If you are in the process of modifying data, do not open another Storage 
Intervals window to start another modification. Wait until the first 
modification finishes. You could lose data tables by doing simultaneous 
modifications.
Turn data collection back on
 When the status line reads “Successful,” turn data collection back on 
and restore 
CentreVu CMS to multi-user state. Turning data collection 
or 
CentreVu CMS back on before changing storage intervals is 
finished may affect the accuracy of your data.