Lucent Technologies Centrevu Cms Administration Guide

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the controller window after you log into the server2-5
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3From the Tools menu, select Options to choose report colors and other 
similar options; select Add Button to start the Add Button wizard, which 
helps you create a custom or standard button and add it to the toolbar; 
select Remove Button to remove a button from the toolbar; select CMS 
System Setup to open the CMS System Setup selector window; select 
Maintenance to open the Maintenance selector window; and select User 
Permissions to open the User Permissions selector window.
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4On the menu bar, select Scripts to view the drop-down menu, then click 
the item for the action you want to automate through scripting.
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5On the toolbar, click a button to see the drop-down description of the 
buttons function
END OF STEPS........................................................................................................................................................................... 
						

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the controller window after you log into the server2-6
Reference 
Default toolbar buttons
 Status bar indicators
These indicators on the status bar tell you about the state of CentreVu 
CMS:
Use this button... To do this...
Options Access the window to change your 
login options
Logout Disconnect from the server
Reports Open the Reports selector window
Dictionary Open the Dictionary selector window
Exceptions Open the Exceptions selector window
Agent Administration Open the Agent Administration 
selector window
Call Center Administration Open the Call Center Administration 
selector window
Report Wizard Build a custom report
CentreVu CMS System 
SetupOpen the System Setup selector 
window
Maintenance Open the Maintenance selector 
window
User Permissions Open the User Permissions selector 
window
Exit 
CentreVu Supervisor
This indicator...  Displays... 
Login status A green light if you are 
connected to the 
CentreVu 
CMS, a gray light if you are not 
connected 
						

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the controller window after you log into the server2-7
 Status bar messages
Any of these messages may display on the status bar:This indicator...  Displays... 
Exception counter  An exception count of the ACDs 
for which you have exceptions 
permissions; the count is cleared 
to zero at the beginning of an 
interval
ACD status Icons for the ACDs that are 
supported in your call centers by 
CentreVu CMS; if the link to an 
ACD is down, the icon is crossed 
out. If the 
CentreVu CMS 
server is connected to the ACD 
via a TCP/IP connection and the 
connection is in a transient state, 
the icon changes to a straight 
line; if you put your mouse over 
an indicator a tooltip shows the 
name of the ACD
Date and time Date and time of the 
CentreVu 
CMS server you are logged into
This message...  Displays when... 
Wo r k i n g
Successful
Error A syntax error is found in a field, 
an error message with field help 
displays.
Failed An action request cannot 
complete. An Acknowledgment 
window explains why the 
request failed.
Does not exist A record you are trying to 
change, delete, or search for is 
not in the database. 
						

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the controller window after you log into the server2-8
This message...  Displays when... 
Already exists A record you are trying to add is 
in the database: this message 
also displays when you try to add 
a range of items, some of which 
exist and some of which do not; 
the ones that do not exist are 
added to the database and the 
ones that already exist are left 
unchanged.
Cancelled You cancelled a potentially 
destructive action in an 
acknowledgment window.
No matches found A Find one action completes. 
						

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the features common to all CentreVu Supervisor windows2-9
............................................................................................................................................................................................................................................................ Using the features common to all CentreVu Supervisor windows
OverviewThe features that are common to all CentreVu Supervisor windows are 
the system tray icon, the 
CentreVu Supervisor menus, and the help 
system. The system tray icon is covered next.
Steps...........................................................................................................................................................................
1Click the system tray icon to see a list of all the CentreVu Supervisor 
windows you have open, then select a window on the list to make it the 
current window.
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2Double-click the system tray icon to make the controller the current 
window or to bring another window to the front.
Several icons may be displayed:
• If the 
CentreVu Supervisor icon is displayed, the controller is the 
current window.
• If the caution icon is displayed, all reports that are running with a 
caution condition are brought to the front.
• If the warning icon is displayed, all reports that are running with a 
warning condition are brought to the front.
...........................................................................................................................................................................
3Control the sort order of the system tray icon and turn the feature on and 
off from Tools | Options | General.
END OF STEPS........................................................................................................................................................................... 
						

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the selector windows2-10
............................................................................................................................................................................................................................................................Using the selector windows
OverviewSelector windows take you to input and reports windows for all your 
actions (except scripting, which has its own button on the Commands 
window and on selector windows).
Selector windows typically have an Operations tab and a Reports tab. 
The exceptions are the Commands | Reports selector window, which 
has Real-Time, Historical, and Integrated tabs, and the Tools | Options 
window, which has General, Report Colors, Threshold Colors, Name 
Format, Scripting, and CMS Servers tabs.
Steps...........................................................................................................................................................................
1Here is an example of a selector window.
On the selector window for the action you want, check that the ACD 
selected in the ACD field is the one you want for this action. If not, use 
the down arrow to see a list of ACDs, highlight the one you want, and 
select OK. 
						

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the selector windows2-11
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2Select a folder tab to bring the window you want to the front, then use 
the up and down arrow keys or your mouse to highlight the item for 
which you want to open an input or reports window and click OK (or 
choose a tab and double-click an item).
END OF STEPS...........................................................................................................................................................................
Results
The input or reports window opens. 
						

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the input windows2-12
............................................................................................................................................................................................................................................................Using the input windows
OverviewOn the input windows, the Actions menu lists the actions you can 
choose from for that input window; the Edit menu lists the normal 
Windows functions; and the Help menu lists your help options.
Steps...........................................................................................................................................................................
1Highlight the action you want on the Actions menu and click OK.
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2Click the down arrow at the right of the input field or click the Browse 
button at the far right of the input field to see the valid entries for the 
input field. Use the History list to see information that was previously 
entered in the input field.
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3Check that the ACD in the box at the lower right-hand corner of the 
window is the one you want for this action. If not, return to the selector 
window and change the ACD.
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4Highlight or enter the item you want in the input field and select OK.
...........................................................................................................................................................................
5Repeat Steps one through four to enter additional items on the input 
window.
END OF STEPS........................................................................................................................................................................... 
						

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the input windows2-13
Input window options
These additional steps may further help you use input windows:
 
Actions menu items Use this option... To do this...
Menu bar Choose from a list of actions, 
edit options, and online help
Toolbar button Add, change, or delete your 
input
Input fields Type your input
History list View a list of previous inputs
Browse button Browse valid inputs
Current ACD View the ACD that your inputs 
apply to
Select this... To do this...
Add Add your inputs to the database
Cancel Cancel your inputs
Copy Group/Create  Create a new agent group from 
an existing one
Delete Delete your input from the 
database
Exit Exit this window and other open 
windows
Find one Search the database for values 
that match the values in this 
window
Get contents Access the members of the agent 
group
List all List all values that match the 
values in this window
List devices  List all the devices in the 
Maintenance Backup/Restore 
Devices window 
						

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the input windows2-14
Reference
Rules for input fields:
CentreVu
 CMS has three classes of input field: name (synonym), field 
description, and number. This section describes the rules that apply to 
each class.
Name (synonym)
A name (synonym) field:
• Must begin with an alphabetic character. Characters are case 
sensitive.
• Can be one to twenty characters. Letters, numbers, underscores ( 
B), blanks, commas ( ), periods ( ), and plus signs ( ) are valid. 
Pattern-matching (see below) is not allowed in a name (synonym) field, 
except in the Dictionary. For example, in a report input window having 
a Split(s)/Skill(s) field, you can type a list of splits/skills or a range of 
numeric splits/skills, but you cannot type 
6D
. 
Field description
A field description can be one to fifty characters. All keyboard 
characters are allowed except backslash ( 
?), grave accent ( C), tilde ( 
a ), double quotes ( ), pipe symbol ( _), asterisk ( 
), and question 
mark ( 
).
Select this... To do this...
Modify Change the database value to 
reflect your inputs 
Next After you select Find One, 
display the next match found
Previous After you select Find One, 
display the previous match found
Run/Start Start the process for this window.
Select tables Select tables to back up or 
restore
Script Automate your activities