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Lucent Technologies Centrevu Cms Administration Guide
Lucent Technologies Centrevu Cms Administration Guide
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Task: startup and exit CentreVu CMS Administration Task reference: terminals1-19 ............................................................................................................................................................................................................................................................Task reference: terminals Terminal requirementsYou can use the display terminals connected to your computer to access CentreVu CMS administration and reporting capabilities. You can also access the Solaris system from these terminals. If you use terminals incompatible with CentreVu CMS or if you do not properly identify the terminals within the CentreVu CMS environment, or if you do not properly set up the terminal options, the terminals may not work correctly. Approved terminalsThe following terminals are approved for use with CentreVu CMS: • 605MT monochrome • 615MT monochrome • 615CMT color • 620MTG multitasking graphics • 705MT monochrome • 715BCS monochrome • 2900/AWTC color • 4000/SWTC color • DATASPEED 4425 monochrome • 260 LS terminal TroubleshootingIf the screen on a terminal becomes garbled or confused, redraw the screen by using Ctrl+L or select the Redraw menu item from the Window Screen Labeled Key (SLK). See CentreVu CMS R3V8 Sun SPARCserver Computer Hardware Installation and Maintenance 585-215-868 for information about other terminal requirements and for troubleshooting. Also see CentreVu CMS R3V8 Terminals, Printers, and Modems 585-215- 874.
Task: startup and exit CentreVu CMS Administration Task reference: printers1-20 ............................................................................................................................................................................................................................................................Task reference: printers Printer requirementsNote that: • All CentreVu CMS sites need at least one system printer for CentreVu CMS reports, error logs, and so forth. • All printers are named during CentreVu CMS installation so you should know the names of these printers. • During CentreVu CMS installation one printer is identified as the default printer and must be administered via Commands SLK. • When you send a CentreVu CMS print request, the print job is normally routed to the default printer, unless you have changed the printer destination. • For CentreVu Supervisor users, the default printer is the printer directly connected to your PC or available to you via your LAN. •Each CentreVu CMS login ID can be assigned a printer. Printers for your systemTo identify the correct printer for your system, contact your local Lucent distributor or representative.
Task: startup and exit CentreVu CMS Administration Task reference: CentreVu CMS support services1-21 ............................................................................................................................................................................................................................................................Task reference: CentreVu CMS support services Helpline and trainingLucent Technologies offers Helpline support tailored to the specific needs of your company and your CentreVu CMS system. To further enhance the value of your CentreVu CMS investment, Lucent offers training courses and training packages on CentreVu CMS administration, data analysis, and report design.
Task: startup and exit CentreVu CMS Administration Task reference: using the Helpline1-22 ............................................................................................................................................................................................................................................................Task reference: using the Helpline If you have a problemIf you have a problem with CentreVu CMS, call the Lucent Technologies Customer Care Helpline at (800) 242-2121 to report the problem and obtain a trouble ticket number. For customers outside the United States and Canada, please contact your local Lucent distributor or representative. The Customer Care Helpline is staffed by trained CentreVu CMS technicians at the Technical Service Center (TSC). The technicians at TSC will try to fix your problem in a timely manner. If they cannot fix it, they will escalate the problem to a higher level of customer support. Provide informationWhen you call the Helpline, be sure to report the problem as a “ CentreVu Call Management System R3V8 problem” and be prepared to give the following information: • Your full name, your organization, and a phone number where a Lucent Technologies representative can contact you about the problem. • The installation location (IL) number. The IL number is a 10-digit number from a Lucent Technologies database that identifies the details of your CentreVu CMS installation and environment. • The DEFINITY and CentreVu CMS release information. • The CPU type and speed. • The Windows operating system (if you are using CentreVu Supervisor.) • A description of the problem. • The type of service contract your organization has with Lucent Technologies, if any. If your system is not covered by warranty or a service contract, you will be invoiced for the Helpline troubleshooting. A service contract may provide coverage for business hours only or for twenty-four hours a day, seven days a week. Alternatively, the contract may provide you with a technician dedicated to your installation.
Task: startup and exit CentreVu CMS Administration Task reference: CentreVu CMS training classes1-23 ............................................................................................................................................................................................................................................................Task reference: CentreVu CMS training classes Training included with softwareTraining for one person on CentreVu CMS administration and custom reports is included with the price of the CentreVu CMS software. (The price is not for each ACD). Your Lucent Technologies project manager should call 800-255-8988 to schedule the appropriate classes for you. For training outside the United States, contact your local Lucent distributor or representative. Available coursesCall 800-255-8988 for a list of available CentreVu CMS training courses. Entitlement training is moving from instructor-led training to distance learning throughout 2000. See Document 300 for current entitlement offers. Document 300 can be found at http://training.gbcset.lucent.com, select Customer Training, On-Line Materials, Summary of Training Seats, Document 300. Use price element codes (PECs) only if you are enrolling people in addition to the person who receives training at no charge. Upgrade trainingIf you are upgrading from CentreVu CMS Release 2, one person is entitled to enroll in an administration course. Additional people may enroll at their own expense. One or more people may enroll in additional courses at their own expense. Other CentreVu CMS training You may benefit by taking further courses (at additional charge) in the following subject areas: • Traffic theory/data analysis • Host computer administration • Switch administration • CentreVu Advocate You automatically receive the following Individualized Learning Programs (booklets) after one of your call centers employees is enrolled in the CentreVu CMS administration course: • ACD fundamentals • Call Vectoring and EAS basics
Task: startup and exit CentreVu CMS Administration Task reference: CentreVu CMS training classes1-24
Navigating CentreVu® Supervisor CentreVu CMS Administration 2-1 2 Navigating CentreVu ® Supervisor ............................................................................................................................................................................................................................................................Overview PurposeIn this task you will find the following procedures: • Using the controller window before you log into the server • Using the controller window after you log into the server • Using the features common to all CentreVu Supervisor windows • Using the selector windows • Using the input windows • Using the browse buttons • Using the history list CentreVu Supervisor is your interface to CentreVu CMS. The procedures that follow show you how to navigate CentreVu Supervisor.
Navigating CentreVu® Supervisor CentreVu CMS Administration Using the controller window before you log into the server2-2 ............................................................................................................................................................................................................................................................Using the controller window before you log into the server OverviewThis is how the main CentreVu Supervisor window, called the controller window, looks before you log into the server. Steps........................................................................................................................................................................... 1Use the system menu field; the title bar; the maximize, minimize, and close buttons; and the menu bar as you normally do in Windows. ........................................................................................................................................................................... 2Move your cursor over each button on the toolbar to see a tooltip describing what that button does (the status bar at the bottom of the window also shows the description when your cursor is on the toolbar button). ........................................................................................................................................................................... 3From the menu bar, access the Connect, Tools, and Help menus. ........................................................................................................................................................................... 4From the Connect menu, select Login to open the Automatic Login window (unless you have set manual login), click CMS Servers to go to the CMS Servers tab on the Options window, and click Exit to close CentreVu Supervisor. ........................................................................................................................................................................... 5From the Tools menu, select Options to open the Options window, where you can view or change connection settings. ........................................................................................................................................................................... 6The Advanced menu takes you to the Advanced window, which is used for debugging. Do not change the settings in this window unless you are instructed to do so by a Lucent representative.
Navigating CentreVu® Supervisor CentreVu CMS Administration Using the controller window before you log into the server2-3 ........................................................................................................................................................................... 7Use the Login Status indicator on the status bar to see your login status. This is a green light if you are logged into the server and a gray light if you are not logged into the server. ........................................................................................................................................................................... 8From the Help menu, click Contents to access the Help Topics window and the CentreVu Supervisor table of contents, click Technical Support to see technical support information, and click About to see the CentreVu Supervisor software version number. You can also press F1 to access Help Topics. END OF STEPS...........................................................................................................................................................................
Navigating CentreVu® Supervisor CentreVu CMS Administration Using the controller window after you log into the server2-4 ............................................................................................................................................................................................................................................................Using the controller window after you log into the server OverviewWhen you are logged into the CentreVu CMS server, the toolbar, status bar, and menu bar on the controller window offer additional functions. Your CentreVu CMS user permissions determine which toolbar buttons and menu options you can use. Steps........................................................................................................................................................................... 1From the Connect menu, select Logout to log off the server at any time, or select Exit to see a logout prompt and then click Yes to close CentreVu Supervisor. ........................................................................................................................................................................... 2From the Commands menu, select Reports to open the Reports selector window; select Dictionary to open the Dictionary selector window; select Exceptions to open the Exceptions selector window; select Agent Administration to open the Agent Administration selector window; select Call Center Administration to open the Call Center Administration selector window; and select Report Wizard to build a custom report and see data in charts, tables, or a combination of both.