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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 Setting storage intervals10-41 It is time-consuming... If you change your storage intervals, be aware that it is very time- consuming to change storage intervals for all the data that is being collected. Allocate enough space If you change storage intervals, you may need to adjust the location of CentreVu CMS files or reduce the length of time you store data. The Free Space Allocation window shows the amount of free space available on your CentreVu CMS. As you increase the number or frequency of storage intervals, more storage space is needed. Allocating data storage enables you to set aside additional space. Is my data archived? CentreVu CMS automatically archives your data, based on your entries in the Storage Intervals window. Real-time reports The intrahour interval you select also represents how long the current intrahour interval lasts in real-time reports. Cumulative data is reset to 0 at the beginning of each intrahour interval. See “Task: running, printing, exiting, and restarting a report” for more information. Historical reports When you request a weekly report, the date you set must correspond to the day of the week you set in the Week start day field in the Storage Intervals window. See “Task: running, printing, exiting, and restarting a report” for more information. Maintenance Before changing the storage-interval size or data collection times (the daily start or stop time), do a full backup of the historical data. After you change the data storage-allocation parameters, do a full backup of the historical data. See “Task: maintaining CentreVu CMS” for more information. Scripting You can script the Storage Intervals window. See “Task: automating your activities with scripting” for more information. Timetable You cannot put the Storage Intervals window on a timetable.
Task: viewing and changing system setup values CentreVu CMS Administration Viewing switch setup data10-42 ............................................................................................................................................................................................................................................................Viewing switch setup data OverviewUse these steps to view the switch setup values that were set during installation: • Switch type • Switch release • Purchased CentreVu CMS release and version • CentreVu CMS load designation • Phantom abandon call timer • CentreVu CMS-administrable switch features (Call Vectoring, Call Prompting, and EAS). Prerequisites • The Switch Setup window accepts only live ACDs in the ACD field, not pseudo-ACD names or numbers. • When you select List all or Find one, the phantom abandon call timer value for the ACDs is displayed. Steps........................................................................................................................................................................... 1On the controller window, select Tools | CMS System Setup. The CMS System Setup selector window opens. ........................................................................................................................................................................... 2Select Operations | Switch Setup.
Task: viewing and changing system setup values CentreVu CMS Administration Viewing switch setup data10-43 The Switch Setup input window opens. ........................................................................................................................................................................... 3In the ACDs field, type the names or numbers of the ACDs for which you want information. ........................................................................................................................................................................... 4 Review the following fields: • Switch type (such as DEFINITY ®) • Switch release (such as G3V5, G3V6, or G3V8) • Purchased CentreVu CMS release and version (the CentreVu CMS release and version that was originally purchased) • CentreVu CMS load (the CentreVu CMS load name, including the field update section of the load number) • The phantom abandon call timer (the value of the phantom abandon call timer–calls shorter in duration than the number of seconds set here are counted as abandoned calls rather than ACD calls). This is useful in areas where the central office does not provide disconnect supervision on trunks
Task: viewing and changing system setup values CentreVu CMS Administration Viewing switch setup data10-44 • The switch features (shows the purchased DEFINITY ECS features that affect CentreVu CMS data: Call Vectoring, Call Prompting, and EAS) END OF STEPS........................................................................................................................................................................... ReferenceTo display an ACD name in the Switch Setup window, you must first assign the name in the Dictionary. See “Task: naming your call center entities in the Dictionary” for more information.
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-1 11 Task: maintaining CentreVu ® CMS ............................................................................................................................................................................................................................................................Overview PurposeUse the procedures that follow to maintain CentreVu CMS. Maintenance consists of routine tasks such as backing up data, checking the status of the CentreVu CMS connection to the switch, and viewing the maintenance error log. In this task, you will find the following procedures: • Viewing ACD status • Viewing archiving status • Running a CMSADM file system backup • Running a maintenance backup • Assigning a name and description to a device • Monitoring connection status • Administering a printer • Running a restore • Using the maintenance error log PermissionsThese permissions apply to maintaining CentreVu CMS. See “Task: assigning user permissions“ for more information. • To view the ACD Status window, you need read permission for the Maintenance command.
Task: maintaining CentreVu® CMS CentreVu CMS Administration 11-2 • To view the Archiving Status window, you need read permission for the Maintenance command. • To do any of the maintenance procedures, you need write permission for the Maintenance command. • To list devices, you need read-only permission. • To view the Connection Status window, you need read permission for the Maintenance command. • To view printer administration, you need read permission for the Maintenance command. • To add, delete, or change printer administration, you need write permission for the Maintenance command. • To do any maintenance procedures, you need write permission for the Maintenance command. • To display the maintenance error log, you need read permission for the Maintenance command.
Task: maintaining CentreVu® CMS CentreVu CMS Administration Viewing ACD status11-3 ............................................................................................................................................................................................................................................................Viewing ACD status OverviewThe ACD Status window displays information about the current ACD selected in the window, including the number of splits or skills, agents logged in, trunk groups, trunks, VDNs, vectors (if your company has purchased Call Vectoring), and measured splits. Steps........................................................................................................................................................................... 1On the controller window, select Tools | Maintenance. The Maintenance selector window opens. ........................................................................................................................................................................... 2Select Operations | ACD Status. The ACD Status input window opens.
Task: maintaining CentreVu® CMS CentreVu CMS Administration Viewing ACD status11-4 If your switch does not have EAS, the ACD Status window looks like this:
Task: maintaining CentreVu® CMS CentreVu CMS Administration Viewing ACD status11-5 If your switch has EAS, the ACD Status window looks like this: END OF STEPS........................................................................................................................................................................... Reference For actions with EAS, note the following field descriptions: • Skills: skills measured by CentreVu CMS • Skill members in use: agent/skill pairs logged in at the time the ACD Status window was open • Trunk groups: trunk groups measured by CentreVu CMS • Trunks: trunks measured by CentreVu CMS; unmeasured trunks are not included • VDNs: VDNs measured on this ACD • Vectors: vectors available for use in the selected ACD • Errors: errors found
Task: maintaining CentreVu® CMS CentreVu CMS Administration Viewing ACD status11-6 For actions without EAS, note the following field descriptions • CentreVu CMS is measuring: the current value of each of the following items • Splits: splits measured by CentreVu CMS • Total split members: agent/split pairs logged in at the time the ACD Status window was open • Trunk groups: trunk groups measured by CentreVu CMS • Trunks: trunks measured by CentreVu CMS; unmeasured trunks are not included • VDNs: VDNs measured on this ACD • Vectors: vectors available for use in the selected ACD • Measured splits: to change the number of measured splits in the selected ACD, type a new value and select Translations from the Actions menu • Errors: errors found Translations • When you select Translations on the Actions menu, CentreVu CMS requests a full set of translations if data collection for the ACD is on. An Acknowledgment window indicates that data will be lost during the translations pumpup. The Acknowledgment window asks if you want to proceed. • If the link to the switch is not up when you request the translations, the status line shows Failed and the error message is listed in the Errors field. • Translations cannot be used for a pseudo-ACD since it has no connection to a switch. • If you select either Find one or List all on the Actions menu and the ACDs link to the switch is down, the Errors field displays the link status.