Lucent Technologies Centrevu Cms Administration Guide

							  Index  CentreVu CMS Administration
IN-3
default toolbar buttons  2-6
DEFINITY ECS with EAS  6-3,   
6-9,   6-13
DEFINITY ECS without EAS  6-3
devices
naming and describing  11-18
Dictionary
names for exceptions and 
exceptions reports  8-52
permissions for  3-2
rules for  3-2
searching globally  3-36
Dictionary reports
agent group members  3-68
running  3-65
Dictionary selector window  2-4,   
2-6,   3-6
E
EAS (see Expert Agent Selection)  
8-2,   8-11
capabilities of  1-14
EAS (See Expert Agent 
Selection), EAS  11-3
EAS (See Expert Agent 
Selection), Expert Agent 
Selection  6-1
EAS (see Expert Agent Selection), 
Expert Agent Selection  1-13,   
1-23,   3-43,   6-3,   6-9,   6-13
EAS, Expert Agent Selection  6-14
Edit menu  2-12
error codes
500  11-34
505  11-34
exception
definition of  8-1
Exception counter  2-7
Exception type thresholds  8-13,   
8-27
exception type thresholds  8-6
exceptions
agent timed  8-50
Audio Difficulty  8-56
custom reports for  8-53
data storage allocation for  8-52
external outbound  8-4
occurrence boundaries  8-51
occurrence threshold  8-56
per split or skill  8-4
scripting for  8-53
time limit  8-56
exceptions count  8-51
exceptions notification
access permissions for  9-10
changing  8-3
for specified splits/skills  9-18exceptions notification, 
(continued)
for specified trunk groups  9-21
Exceptions selector window  2-4,   
2-6,   8-4
exiting and restarting a report  4-6
Export All Data window  5-8
Export Chart Data window  5-8
export of report output  5-8
Export Table Data window  5-8
extension split assignments
changing  6-9,   6-12
External Application Status 
window  10-23
external applications
starting or stopping  10-23
F
FBUSY  3-57
FDISC  3-57
feature access permissions
assigning  9-12
changing  9-12
deleting  9-12
viewing  9-12
Feature Access window  9-13
field description  2-14
Forecast  3-51,   10-19
capabilities of  1-14
on pseudo-ACD  10-8,   10-15
status of, in maintenance error 
log  11-33
Free Space Allocation window  
10-18
full backup
tape allocation for  11-36
G
General tab  2-10
Generic String Values input 
window  3-35
generic string values synonyms
changing  3-35
Global Search Input window  3-36
global search output window 
results  3-37
go to vector
command  8-20,   8-25
step  7-23,   8-20,   8-25
Greatest Need  6-10
H
hardware  1-19
certified for CentreVu CMS  
1-16
Help menu  2-12help system  2-9
Help Topics window  2-3
Helpline  1-21
how to reach  1-22
historical database
archiving data in  10-20
Historical tab  2-10
history list
using  2-19
HOLD  3-56,   3-57
HTML
report saved as  5-10
I
IDLE  3-56,   3-57
incremental backup
setting up a schedule  11-38
tape allocation for  11-37
INFORMIX
interface to historical database  
1-13
INFORMIX tables
backing up  11-16
restoring data for  11-28
input field
description of  2-14
name/synonym  2-14
numeric entry in  2-15
rules for  2-14
input window
scripting  5-12
input window options  2-13
input windows  2-12
Integrated tab  2-10
L
link-down exception  8-34
List Agents Traced input window  
6-7
List devices  11-19
listing agents traced  6-7
Load Pseudo-ACD Data window  
10-14
location IDs
adding  3-38
changing  3-38
deleting  3-38
viewing  3-38
Location IDs input window  3-38
Login button
to log in to server  1-3
login ID characters
rules for  9-7
login ID names
adding  3-40
changing  3-40 
						

							  Index  CentreVu CMS Administration
IN-4
login ID names, (continued)
viewing  3-40
Login Identifications input window  
3-41
login IDs
agent  3-40
names  3-40
Login Information window  1-3
Login Status indicator  2-3
logout reason codes
adding  3-43
changing  3-43
names of  3-43
viewing  3-43
Logout Reason Codes input 
window  3-43
Look Ahead Interflow attempts  
8-20
M
MAIN  3-58
main menu access permissions
assigning  9-15
changing  9-15
viewing  9-15
Main Menu Addition Access 
window  9-15
maintenance backup  2-13,   11-13
full  11-16
incremental  11-16
steps to run it  11-13
when to run it  11-13
maintenance error log  11-1,   
11-45
data summaries in  11-32
error messages  11-34
using  11-31
Maintenance Error Log input 
window  11-31
Maintenance selector window  2 - 5, 
  2-6
malicious call exception  8-2
Malicious Call Trace input window  
8-36
malicious call trace report
example of  8-37
running  8-36
manual archive  10-21
manual login
how to use  1-5
window  1-3
Manual Login window  1-5
map of user interface  2-20
master ACD  10-6
MBUSY  3-58
menu bar  2-5migrating CentreVu CMS data  
10-33
Move Extensions Between Splits 
window  6-19
moving extensions between splits  
6-17,   6-19
Multi-Agent Skill Change window  
6-17
multiple agents
adding to another skill  6-18
changing skills for  6-17
moving from skill to skill  6-18
Multiple Daily Input  10-21
multi-user mode  10-17,   11-9
changing to  10-6
multi-user state  10-40
N
Name Format tab  2-10
NORMAL  3-47
numeric entry  2-15
O
ODBC (CMS Open Database 
Connectivity)  11-41
Open Database Connectivity 
(ODBC), ODBC (Open Database 
Connectivity  1-15
Operations tab  2-10
Options window  1-7,   2-2
other timed exceptions  8-50
OVRLD1  3-47
OVRLD2  3-47
P
password
changing  1-9
choosing  1-9
replacing  1-9
pattern-matching  2-15
PC configuration
recommended for CentreVu 
CMS  1-16
peg count exceptions  8-50
PERCENT  3-17
Percent Allocation  6-10
phantom abandon call timer  
10-43
Print Setup window  3-66
Print window  4-3
Printer Administration input 
window  11-24
printers
administering  1-20,   11-23
assigning descriptions to  11-23printers, (continued)
assigning names to  11-23
assigning options to  11-23
identifying for your system  1-20
requirements  1-20
printing a report  4-3
pseudo-ACD
defining synonym in Dictionary  
10-10
deleting  10-11
loading  11-18
loading data into  10-12
menu items  10-9
permissions for  10-2
setting up  10-8
Pseudo-ACD Setup window  10-9
Q
QUEUED  3-56,   3-57
R
R2 Migrate Data window  10-34
R3 Migrate Data window  10-35
real-time exceptions log  8-2,   
8-52
using  8-54
Real-Time tab  2-10
recovery kit
using  11-41
Report Colors tab  2-10
report page  4-4
Report Wizard  2-4
reports  2-9,   8-47
agent exceptions  8-30
agent group members, for 
Dictionary  3-68
configuring  4-7
data collection  8-34
Dictionary  3-65
exceptions  8-56
exiting and restarting  4-6
historical  10-41
kinds of  4-7
malicious call trace  8-36
printing  4-3
printing options  4-8
real-time  10-41
running  4-2
scripting  5-6
setting up page for  4-4
split/skill exceptions  8-38
to summarize  4-7
trunk group exceptions  8-41
VDN exceptions  8-44
Reports input window  4-3
reports saved as HTML  5-10 
						

							  Index  CentreVu CMS Administration
IN-5
Reports selector window  2-4,   
2-6,   3-65,   4-2
Reports tab  2-10
reports window  2-10
RESERVE  3-20
restore  2-14
after backing up  11-26
automatic  11-26
manual  11-26,   11-28
running  10-7,   11-26
restore data  10-5
Restore Data input window  11-28
RINGING  3-58
route to  8-25
command  8-20
step  8-20,   8-29
ROVING  3-20
running a report  4-2
S
Save As HTML window  5-10
Save as Script
using  5-2
Save as Script Action window  
5-13
Save as Script window  5-2,   5-6
automatic  5-7
interactive  5-7
Scheduler utility
stopping or starting  12-10
Script button  5-3
scripting
actions  5-12
export of report output  5-8
for exceptions administration 
and reports  8-53
input windows  5-12
reports saved as HTML  5-10
scripting an action  5-13
scripting an input window  5-12
scripting reports  5-6
Scripting tab  2-10
secondary administrators
permissions for  9-1
SEIZED  3-57
Select Agent/Template window  
6-9,   6-15
Select Extension window  6-11,   
6-12
selector window  2-10
server  1-3,   1-5,   1-7,   1-13
adding a new  1-7
changing a connection to  1-7
logging out of  1-11
removing from list of available 
servers  1-7
Server Properties window  1-8service level
increment  7-9,   7-19,   7-21
setting storage intervals  10-36
setting up a report page  4-4
shortcuts
adding tasks to  13-35
and permissions  13-46
assigning tasks  13-46
changing tasks in  13-40
copying  13-31
copying tasks in  13-37
creating  13-28
deleting  13-33
deleting tasks from  13-39
editing  13-34
running  13-30
using Stop  13-46
using the Keep mode  13-45
Single Data Input browse window  
10-21
single value  2-16
single-user mode  1-10,   10-17,   
10-29,   13-26
changing to  10-5
to log in using  1-3
Skill Level  6-10
Skill Level Call Handling  6-11
software
needed for Sun platform  1-17
optional for Sun platform  1-17
recommended for PC  1-16
shipped with CentreVu CMS  
11-41
software included with training  
1-23
Solaris
administering printers in  11-24
changing user passwords  12-5
disabling printers in  12-8
interface to CentreVu CMS  
1-13
logging into  12-2
moving print jobs in  12-8
restoring files in  12-11
returning to CentreVu CMS 
from  12-6
stopping or starting Scheduler 
utility  12-10
system devices  11-19
using  12-3
viewing system file  12-4
specifying storage intervals  10-7
Split Members input window  6-23
split members report
example of  6-24
running  6-22split/skill access permissions
assigning  9-17
changing  9-17
deleting  9-17
viewing  9-17
Split/Skill Access window  9-17
split/skill call profile report  7-9
split/skill call profiles
adding  7-9
changing  7-9
deleting  7-9
Split/Skill Exception Administration 
window  8-12
split/skill exceptions
administering  8-11
Split/Skill Exceptions input window  
8-39
split/skill exceptions report
example of  8-40
running  8-38
split/skill names
adding  3-49
changing  3-49
deleting  3-49
viewing  3-49
split/skill string values
changing  3-46
viewing  3-46
Split/Skill String Values input 
window  3-47
split/skill supervisors
permissions for  9-1
Split/Skills input window  3-50
splits/skills
exceptions notification for  9-18
Standard CMS Items input window  
3-53
Start menu  1-2
status bar indicators  2-6
status bar messages  2-7
storage allocation  10-5
storage intervals  10-5,   10-30
guidelines for  10-40
setting  10-36
steps for  10-36
Storage Intervals window  10-37
storage space
allocating  10-25
storing CentreVu CMS data  10-17
Sun Microsystems, Inc.Solaris
administering printers in  12-7
Supervisor user interface
map of  2-20
switch
features  10-44
release  10-43
type  10-43 
						

							  Index  CentreVu CMS Administration
IN-6
switch setup data
viewing  10-42
switch setup values  10-42
Switch Setup window  10-43
switches  1-14
certified for CentreVu CMS  
1-18
System Setup selector window  
2-6
system tray icon  2-9
T
terminals
approved for CentreVu CMS  
1-19
troubleshooting  1-19
Threshold Colors tab  2-10
thresholds
for each exception type  8-6
setting the limit for  8-6
time in vector exception  8-25
timetables
adding tasks to  13-13
adding to CentreVu CMS  13-4,   
13-7
and permissions  13-44
assigning tasks  13-44
available only through ASCII 
interface to CentreVu CMS  
13-1
backups  13-2
changing  13-2
changing tasks in  13-23
copying  13-9
copying tasks in  13-16
creating and scheduling  13-3
creating without scheduling  
13-6
deleting  13-11
deleting tasks from  13-18
editing  13-12
editing globally  13-20
Get Contents window  13-12
listing all in database  13-25
permissions for  13-2
printing  13-43
saving  13-14
using Stop  13-44
using with system clock  13-26
toolbar  2-5
Tools menu  2-2
top skill  6-11
training  1-21
upgrade  1-23
translations  11-6
trunk group  2-16trunk group access permissions
assigning  9-20
changing  9-20
deleting  9-20
viewing  9-20
Trunk Group Access window  9-20
Trunk Group Assign input window  
7-11
trunk group assignments
viewing  7-11
Trunk Group Exception 
Administration window  8-16
trunk group exceptions
administering  8-16
Trunk Group Exceptions input 
window  8-42
trunk group exceptions report
example of  8-43
running  8-41
Trunk Group Members input 
window  7-13
trunk group members report
example of  7-14
running  7-13
trunk group names
adding  3-54
changing  3-54
deleting  3-54
viewing  3-54
trunk groups
administering exceptions for  
8-16
DID  7-11
Trunk Groups input window  3-54
trunk string values
changing  3-56
default names  3-57
viewing  3-56
Trunk String Values input window  
3-57
U
UNKNOWN  3-47,   3-58
user data
assigning  9-3
User Permissions selector window  
2-5,   2-6,   9-3
User Permissions User Data 
window  9-4
V
VDN access permissions
assigning  9-25
changing  9-25
deleting  9-25
viewing  9-25VDN Access window  9-25
VDN Assignments input window  
7-17
VDN call profile
report  7-22
VDN Call Profile Setup input 
window  7-20
VDN call profiles
adding  7-19,   7-21
changing  7-19,   7-21
copying  7-21
deleting  7-19,   7-21
VDN Exception Administration 
window  8-21
VDN exceptions
administering  8-20
detection  8-25
VDN Exceptions input window  
8-45
VDN Exceptions report
example of  8-46
VDN exceptions report
running  8-44
VDN names
adding  3-60
changing  3-60
deleting  3-60
viewing  3-60
VDN skill preferences
changing  7-6
VDNs input window  3-61
VDN-to-vector assignments
changing  7-16
vector  2-16
number  7-23
step  7-23
vector access permissions
assigning  9-23
changing  9-23
deleting  9-23
viewing  9-23
Vector Access window  9-23
vector configuration reports
running  7-23
Vector Exception Administration 
window  8-26
vector exceptions  8-47
administering  8-26
Vector Exceptions input window  
8-48
vector exceptions report
example of  8-49
running  8-47
Vector input window  7-23 
						

							  Index  CentreVu CMS Administration
IN-7
vector names
adding  3-63
changing  3-63
deleting  3-63
viewing  3-63
Vectors input window (Dictionary)  
3-63
W
work modes
default names for  3-17 
						

							  Index  CentreVu CMS Administration
IN-8