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Lucent Technologies Centrevu Cms Administration Guide
Lucent Technologies Centrevu Cms Administration Guide
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Glossary CentreVu CMS Administration GL-13 ............................................................................................................................................................................................................................................................ LOGOFF An agent trace work mode in which an agent is logged out and not available to take ACD calls. LOGON An agent trace work mode in which an agent is logged in and available to take ACD calls. logout reason codes Codes that enable an agent to specify the reason for logging out, such as the end of a shift or training. Look Ahead Interflow (LAI) A switch feature that can be used to balance the call load among multiple call centers. LAI works with Call Vectoring and ISDN PRI trunks to intelligently route calls between call centers. This allows multiple call centers to share work loads, expands hours of coverage, and allows calls to be transparently handled by call centers in different time zones. Mmaintenance A CentreVu CMS capability that is used for routine maintenance of CentreVu CMS, such as backing up data, checking on the status of the connection to the switch, and scanning the error log. maintenance busy (MBUSY) A trunk state in which the trunk is out of service for maintenance purposes. Manual In (MI) An ACD work mode in which an agent is available to receive an ACD call and is automatically placed into the agent into the ACW state on release from the call. MBUSY See maintenance busy. MCH See multiple call handling. measured An ACD element such as agent, split/skill, trunk, trunk group, vector, or VDN that is identified to CentreVu CMS for data collection. If the ACD element is not measured, no data is collected.
Glossary CentreVu CMS Administration GL-14 message windows Temporary windows used for displaying information such as syntactical field errors. Message windows cannot be moved, sized, or scrolled and are not included in the user window count. Message windows are automatically removed when you correct the error or move to the next field. MI See Manual In. MIA See most idle agent. modify A CentreVu CMS operation that changes a database entry to reflect the new values entered in the current primary window. monthly data Daily data that has been converted to a monthly summary. most idle agent (MIA) An ACD distribution method that maintains a queue of idle agents. An agent is put at the end of the list for a particular split when the agent completes an ACD call for that split. The agent continues to advance on the list as long as he or she remains staffed and in ACW, AVAIL, or on AUXIN/OUT extension calls from the AVAIL mode. Multi-Agent Skill Change Window A window in which you can add 1 or more agents to a skill, move 1 or more agents from one skill to another, and remove 1 or more agents from a skill. multiple call handling (MCH) A process in which an agent receives an ACD call while other calls are active on the agents station. The agent must put the current call on hold and press AI/MI to receive another ACD call. multiple split queuing A Call Vectoring capability that directs a call to up to 4 splits at the same time, with the first agent who is free getting the call. multiuser mode A CentreVu CMS state in which any administered user can log into CentreVu CMS and data continues to be collected if data collection is on.
Glossary CentreVu CMS Administration GL-15 ............................................................................................................................................................................................................................................................ ............................................................................................................................................................................................................................................................ ............................................................................................................................................................................................................................................................ Nname (synonym) fields A field in which you can input a name (synonym) that you have entered in the Dictionary. For example, you can input names of agents, splits/skills, agent groups, trunk groups, vectors, or VDNs. night service A switch capability that enables calls that come in after business hours or on weekends to be automatically rerouted to a split, an announcement, or an alternate destination set up for after-hours coverage. nonprimary split/skill The 2nd and 3rd splits/skills to which a call queued to multiple splits/skills queues in a VDN. Also called secondary and tertiary split/skill, respectively. Oonly me report A custom report that only the reports creator and the CentreVu CMS administrator can access. OTHER An agent work mode in which the agent is on a direct agent call or on a call for another split or skill, or has put a call on hold and has not chosen another work mode. Outbound Call Management (OCM) A set of switch and adjunct features using ASAI, that distributes outbound calls initiated by an adjunct to internal extensions (usually ACD agents). Pphantom abandon call timer A CentreVu CMS capability that tracks information about abandoned calls. When the phantom abandon call timer is enabled, calls with a duration shorter than the administered value (0 to 10 seconds) are counted as phantom abandon calls. Setting the timer to 0 disables this capability. percent within service level The percentage of calls that you are expecting or targeting to be answered by an agent within a specific number of seconds.
Glossary CentreVu CMS Administration GL-16 ............................................................................................................................................................................................................................................................ ............................................................................................................................................................................................................................................................ previous interval A 1–intrahour interval that is part of the real-time database. At the end of each intrahour interval, the contents of the current intrahour interval are copied to the previous intrahour interval portion of the real-time database. primary skill A skill assigned to an agent as that agents strongest skill. Primary skills are the areas in which the agent has the most expertise. pseudo-ACD An area you create on your CentreVu CMS to place previously backed-up ACD data. A pseudo-ACD is not a live (real) ACD and does not communicate with any switch. Qqueue A holding area for calls waiting to be answered in the order in which they were received. Calls in a queue may have different priority levels, in which case, calls with a higher priority are answered first. QUEUED A trunk state in which an ACD call has seized the trunk and is queued to a split/ skill, waiting for an agent to answer. Rread permission A permission with which a CentreVu CMS user can access and view data (for example, run reports or view the Dictionary subsystem). real-time database A database consisting of the current and previous intrahour data on each CMS- measured agent, split, trunk, trunk group, vector, and VDN. real-time reports A report that shows ACD call activity on agents, splits/skills, trunks, trunk groups, vectors, and VDNs for the current or previous intrahour interval.
Glossary CentreVu CMS Administration GL-17 ............................................................................................................................................................................................................................................................ Redirect On No Answer An ACD capability that assists the user if a call is not answered in a specified number of rings. The terminal extension, including ports with VRUs, is busied out and the call goes back into the queue at top priority. refresh rate The number of seconds CentreVu CMS should wait for each update of the real-time report data. RINGING 1) An agent state consisting of the time a call rings at an agents voice terminal after leaving the queue and before the agent answers the call. 2) A trunk state in which a call is ringing at the agents voice terminal. rolling ASA A running, weighted, average calculation made without using interval boundaries. Rolling ASA is used for vector routing, beginning with CentreVu CMS R3V4; it is calculated on the G3V4 switch and sent to CentreVu CMS R3V4. Sscreen-labeled key (SLK) The first 8 function keys at the top of the keyboard that correspond to the screen labels at the bottom of the terminal screen. The screen labels indicate each keys function. scripting A CentreVu CMS capability that allows you to automate operations such as changing an agents skills, running a report, and exporting report data. secondary skill A skill assigned to an agent in a subject that is not that agents strongest area of expertise. Secondary skills are used in G3V2 through G3V4 with EAS. SEIZED A trunk state in which an incoming or outgoing call is using the trunk. service level A time, in seconds, within which all calls should be answered. Also called acceptable service level (ASA).
Glossary CentreVu CMS Administration GL-18 ............................................................................................................................................................................................................................................................ Service Observing–Remote A feature that allows a user to dial into the switch and monitor a call. Service Observing–VDNs A feature available with G3V4 or later that gives a user the ability to monitor the treatment a call receives as it is processed by a VDN. single-user mode A mode in which only 1 person can log into the CentreVu CMS server. Data continues to be collected if data collection is on. skill See agent skill. skill level A rating of from 1 (highest) to 16 (lowest) that indicates an agents level of expertise in handling calls for which that expertise is needed. (ECS Version 5 and later.) split A group of extensions that receives special-purpose calls in an efficient, cost- effective manner. staffed agent An agent who is currently logged into the switch. standard reports The set of reports that are supplied with CentreVu CMS or CentreVu Supervisor software. station 1) An unmeasured extension. 2) An extension that is not currently staffed by an agent or that is a member of an unmeasured split/skill. Ttime format The standard format for entering times on CentreVu CMS reports: a.m. or p.m. and military clock. Timetable An activity or group of activities scheduled for completion at a time that is convenient and nondisruptive for your call centers operation.
Glossary CentreVu CMS Administration GL-19 ............................................................................................................................................................................................................................................................ ............................................................................................................................................................................................................................................................ trunk A telephone circuit that carries calls between 2 switches, between a central office and a switch, or between a central office and a telephone. trunk group A group of trunks that are assigned the same dialing digits: either a phone number or a direct inward dialed (DID) prefix. Uuniform call distribution (UCD) A method of call distribution in which the most idle agent for a skill receives the call (if the agent is available). universal call identifier (UCID) A number that uniquely identifies a call in a network of nodes that support UCID. UNKNOWN 1) An agent state in which CentreVu CMS does not recognize the agents state. 2) A trunk state in which CentreVu CMS does not recognize the trunks state. UNSTAF (non-EAS) An agent state in which the agent is not logged in and therefore is not tracked by CentreVu CMS. user ID The login ID for a CentreVu CMS user. VVDN See vector directory number. VDN calls-counted See active VDN calls. VDN of origin announcement (VOA) A short announcement that is assigned to a VDN through switch administration. The VOA identifies the origin or purpose of a call for the call center agent who answers the call.
Glossary CentreVu CMS Administration GL-20 ............................................................................................................................................................................................................................................................ VDN skill preference A prioritized list of agent skills administered for a VDN that are needed or preferred for the answering agent. VDN skill preferences require a call to be routed to an ACD agent with a particular attribute or set of attributes. vector A list of steps that process calls according to a user definition. The steps in a vector can send calls to splits, play announcements and music, disconnect calls, give calls a busy signal, or route calls to other destinations. vector command A vector step that describes the action to be executed for a call (for example, Queue to main, check backup, disconnect). vector directory number (VDN) An extension number that enables calls to connect to a vector for processing. A VDN can connect calls to a vector when the calls arrive over an assigned automatic-in trunk group or when the calls arrive over a DID trunk group and the final digits match the VDN. The VDN by itself may be dialed to access the vector from any extension connected to the switch. vector step 1 processing step in a vector. A vector step consists of a command and 1 or more conditions or parameters. vector step condition A condition accompanying a vector command that defines the circumstances in which the command is applied to a call. VOA See VDN of origin announcement. voice terminal A telephone set, usually with buttons, that gives an agent some control over the way calls are handled. Wweekly data Daily data that has been converted to a weekly summary. write permission A permission with which a CentreVu CMS user can add, change, or delete data and execute processes.
Index CentreVu CMS Administration IN-1 Index Numerics 3B2 computer migrating data from 10-33 A access permissions ACD 9-3 feature 9-3 split/skill 9-3 trunk group 9-3 VDN 9-3 vector 9-3 ACD administrative interface 1-13 master 10-2 ACD access permissions assigning 9-9 changing 9-9 deleting 9-9 viewing 9-9 ACD Access window 9-10 ACD status viewing 11-3 ACD Status window 11-3 ACDs changing during backup 3-6 ACDs adding 3-6 changing 3-6 deleting 3-6 ACDs input window 3-7 Actions menu 2-12 Actions menu items 2-13 Activate Agent Trace input window 6-5 activating agent trace 6-3 Add Button wizard 2-4 adjunct routing command 8-28 step 8-20, 8-25 Advanced menu 2-2Agent Administration selector window 2-4, 2-6 Agent Exception Administration window 8-5 agent exceptions administering 8-4 report 8-30 Agent Exceptions input window 8-31 agent exceptions report example of 8-33 agent groups adding agents to 3-12 agents in 3-11 copying 3-9 creating 3-8 deleting agents from 3-14 Agent Groups Get Contents window 3-12 Agent Groups input window 3-8 Agent Groups window 3-11 Agent Groups-Copy window 3-10 agent skills changing 6-9 agent string values changing 3-16 Agent String Values window 3-17 agent templates applying 6-15 changing skills for 6-9 creating 6-15 agent timed exceptions 8-50 agent trace 10-4 starting 6-3 stopping 6-5 agents adding 3-11 deleting 3-11 listing 3-11 viewing 3-11 allocating data storage 10-7 allocating storage space 10-25ANI/SID see automatic number identification/station number identification 8-36 announcement synonyms adding 3-21 changing 3-21 viewing 3-21 window 3-21 Announcements input window 3-21 archiving status 10-4 viewing 11-7 Archiving Status input window 11-7 Archiving Status window 10-22 Audio Difficulty exception 8-56 automatic login how to use 1-3 window 1-3 automatic number identification/ station number identification 8-36 AUX reason code names 3-23 AUX reason codes adding 3-23 changing 3-23 deleting 3-23 names of 3-23 viewing 3-23 AUX Reason Codes input window 3-24 B BACKUP 3-19, 3-58 backup 11-26 before restoring 11-26 for pseudo-ACD 10-15 frequency of 11-35 kinds of 11-35 managing the tapes 11-35 permissions for 11-1
Index CentreVu CMS Administration IN-2 backup, (continued) recovery kit 11-41 status of, in maintenance error log 11-33 to save data 11-35 while archiving 11-16 Backup Data input window 11-14 Backup Data window List device command 11-19 backup information format of 11-43 how to interpret 11-44 backup strategy 11-35 complex backup 11-39 full backup 11-36 incremental backup 11-37 backup volume labeling 11-43 backup, CMSADM 11-35 steps to run it 11-9 what it consists of 11-9 backup, complex tape allocation for 11-39 backup, full tape allocation for 11-36 backup, incremental setting up a schedule 11-38 tape allocation for 11-37 backup, maintenance 11-9, 11-13, 11-35 full 11-16 steps to run it 11-13 when to run it 11-13 backup, maintenance, incremental 11-16 Backup/Restore Devices input window 11-18 Backup/Restore Devices window 2-13 browse buttons how to use 2-16 browse window multiple-value 2-17 single-value 2-16 C calculations adding 3-26 creating 3-26 names of 3-26 viewing 3-26 Calculations input window 3-27 Call Center Administration selector window 2-4, 2-6 Call Vectoring 6-1, 8-20, 10-31, 10-42 capabilities of 1-13Call Vectoring, (continued) needed for 8-2 not needed for 8-2 call work code definition of 7-4 call work code 0 3-30, 7-3 call work codes adding 3-29, 7-3 changing 3-29 deleting 3-29, 7-3 names of 3-29 unassigned 7-3 viewing 3-29, 7-3 Call Work Codes input window 3-29, 7-4 Call Work Codes window 7-3 CentreVu Advocate 6-11 capabilities of 1-14 CentreVu CMS data migrating 10-33 R2 data 10-33 R3 data 10-33 CentreVu CMS state changing 10-5 CentreVu Supervisor exiting 1-12 resource limits for 1-3 Change Agent Skills window 6-10, 6-12 Change Extension Split Assignments window 6-11 Change VDN Skill Preferences input window 7-7 clock synchronization 10-6 closing CentreVu Supervisor windows 1-10 CMS Servers tab 2-2, 2-10 CMS State window 10-6 CMS System Setup selector window 2-5 CMS System Setup selector window, System Setup selector window 10-3 CMS System Setup window, System Setup window 10-1 CMS System Setup, System Setup command 10-8 CMSADM file system backup 11-9 Lucent-provided backups 11-11 steps to run it 11-9 what it consists of 11-9 Commands menu 2-4 complex backup tape allocation for 11-39 Confirm Password window 1-3CONN 3-57 Connect menu 1-3, 1-5 to log into server 1-3 connection status application layer 11-21 connection layer 11-22 monitoring 10-3, 11-20 session layer 11-21 Connection Status input window 11-20 constants adding to database 3-31 names of 3-31 Constants input window 3-31 controller 1-6 controller window 1-5, 1-6, 4-6 after you log into server 1-4 before you log into server 1-2 custom items defining 3-33 Custom Items input window 3-33 custom report 2-6 custom reports for exceptions 8-53 D DABN 3-57 data backup 11-18 data collection 10-3, 10-17, 10-29, 10-40, 11-7, 11-21 turning on and off for real ACDs 10-3 Data Collection Exceptions input window 8-34 data collection report example of 8-35 running 8-34 Data Collection window 10-4 data migration 11-18 data restore 11-18 data storage 10-25 data storage allocation for exceptions 8-52 Data Storage Allocation window 10-26 data storage parameters changing 10-19 data summarizing 11-32 Data Summarizing window 10-20 data summary results 11-45 database items changing 3-33 custom 3-33 defining 3-33 deleting 3-33 viewing 3-52 data-loading 10-15