Lucent Technologies Centrevu Cms Administration Guide

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the input windows2-15
Pattern-matching
Here are some guidelines for using CentreVu CMS pattern-matching.
• If you know your entry begins with the letters “ ac,” you can type 
DF
 in a description field. The asterisk ( 
) matches any number of 
characters that follow the “ac.” You might have several matches, 
no match, or only one match. If you type only an 

 in a field, you 
get a list of all entries in the 
CentreVu CMS database for that 
particular field. 
• You cannot use an 

 or  to search for strings in entity name input 
fields that are labeled with (s) — for example, Split(s).  
• A question mark ( 
) matches a single character in the search 
pattern. So if you type 
DF in a field, the resulting matches would 
be items in the 
CentreVu CMS database that begin with DF and 
have three letters (for example, 
DFG).
• You can leave the field blank to get a list of all entries in the 
CentreVu CMS database for that particular field. 
Number
A numeric entry can be a single item, a range, a list, or a combination 
of range and list. 
• Type a range by placing a hyphen between items (for example, 
login IDs 1000–1053). 
A numeric range cannot include more than 1000 numbers. For 
example, 1000–1999, 1050–2049, and 2000–2999 are valid, but 
1000–2000 is not valid. 
• Type a list by placing a semicolon between entries (for example, 
login IDs 1002;1100; 2022).  
						

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the browse buttons2-16
............................................................................................................................................................................................................................................................Using the browse buttons
OverviewA browse button is found to the right of the input field on most input 
windows.
StepsIf your input is for a single value (such as a split/skill, vector, agent, 
VDN, trunk, or trunk group), do the following:
...........................................................................................................................................................................
1From an input window, select Browse.
A single-value browse window like the one below opens.
...........................................................................................................................................................................
2Click the name or number of the value you want and click OK.
The input window reopens and the input field is populated with the 
name of the value you chose in the browse window.
END OF STEPS........................................................................................................................................................................... 
						

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the browse buttons2-17
StepsIf your input is for multiple value instances of a value (such as split/
skill, vector, agent, VDN, trunk, or trunk group) do the following:
...........................................................................................................................................................................
1Select Browse.
...........................................................................................................................................................................
2In the Choices field, click the names of the entities you want. 
You can select the entities individually or select a range. To select a 
range:
1. Select the Range of... option.
2. In the First input field, type a beginning entity number for the 
range. 
3. Tab to the Last input field. 
4. In the Last input field, type an ending entity number for the range.
For example, if your call center has skills 1, 2, 3, 4, and 5, and you want 
to select all of them, you can type 
 in the First input field and then type 
 in the Last input field. 
						

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the browse buttons2-18
...........................................................................................................................................................................
3Click Add after every selection (or double-click each selection on the 
Available list) to transfer it to the Selected list for input. Click Remove 
to delete a choice from the Selected list and return it to the Available list. 
...........................................................................................................................................................................
4Click OK. 
END OF STEPS...........................................................................................................................................................................
Results
• The entities you highlighted in the Choices field and/or the range 
you specified are now listed in the Selected field. 
• The input window opens and the input field is populated with the 
names/numbers of the entities that you selected in the browse 
window.   
						

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Using the history list2-19
............................................................................................................................................................................................................................................................Using the history list
OverviewTo the left of each entry in an input field on an input window is a drop-
down history list. If you are connected to multiple 
CentreVu CMS 
servers, you have a history list for each 
CentreVu CMS.
Steps...........................................................................................................................................................................
1Open an input window. For instance, from the controller window, select 
the Dictionary selector window, and then select Call Work Codes on the 
operations tab.
The Call Work Codes input window opens.
Put the cursor in the input field.
...........................................................................................................................................................................
2Select History List.
...........................................................................................................................................................................
3Highlight the item you want to add to the input field.
END OF STEPS...........................................................................................................................................................................
Results
The history list closes and the item is added to the input field. 
						

							  Navigating CentreVu® Supervisor  CentreVu CMS Administration
Task reference2-20
............................................................................................................................................................................................................................................................Task reference
Map of the CentreVu
Supervisor user interface 
						

							  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
3-1
3 Task: naming your call center 
entities in the Dictionary
............................................................................................................................................................................................................................................................Overview
PurposeIn this task you will find the following procedures:
• Adding, deleting, or changing ACDs
• Creating or copying agent groups
• Viewing, listing, adding, or deleting agents in an agent group
• Changing agent string values
• Viewing, adding, or changing announcement synonyms
• Viewing, adding, deleting, or changing AUX reason code names
• Viewing, adding, or creating calculations
• Viewing, adding, deleting, or changing call work codes
• Adding constants to the database
• Defining your own database items
• Changing generic string values synonyms 
• Searching the Dictionary globally
• Viewing, adding, deleting, or changing location IDs
• Viewing, adding, or changing login ID names
• Viewing, adding, or changing logout reason code names
• Viewing or changing split/skill string values
• Viewing, adding, deleting, or changing split/skill names 
						

							  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
3-2
• Viewing CentreVu® CMS database items
•  Viewing, adding, deleting, or changing trunk group names
• Viewing or changing trunk string values
• Viewing, adding, deleting, or changing VDN names
• Viewing, adding, deleting, or changing vector names
• Running Dictionary reports
PrerequisitesThe following rules apply to the Dictionary:
• Names (synonyms) must begin with an alphabetic character.
• Dictionary names can have from one to 20 characters.
• Names can include the underscore (_), blank ( ), comma (,), period 
(.), single quotes (), and plus sign (+). Blanks ( ) are allowed in all 
Dictionary names 
except calculation and constant names.
• Descriptions in the Dictionary can have from one to fifty 
characters. Descriptions can include all printable characters 
except the semicolon (;), backslash (\), grave accent (`), tilde (~), 
double quotes (“), pipe (|), asterisk (*), and question mark (?).
• Names must be unique within each section of the Dictionary. For 
example, you can name trunk group 1 
sales and split/skill 1 
sales, but you cannot name split/skill 1 sales and split/skill 2 
sales. 
• See the “Reference” section in “Task: navigating 
CentreVu 
Supervisor” for information on searching string fields.
PermissionsThese permissions apply to naming your call center entities in the 
Dictionary. See “Task: assigning user permissions” for more 
information.
• To add, delete, or change an ACD name, you need write 
permission for the Dictionary command and for the ACD.
• To view ACD names, you need read permission for the Dictionary 
command and for the ACD.
• To view agent groups, you need read permission for the 
Dictionary command.
• To create or copy an agent group, you need write permission for 
the Dictionary command.
• To view agent groups, you need read permission for the 
Dictionary command. 
						

							  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
3-3
• To add, delete, or change an agent group, you need write 
permission for the Dictionary command. 
• To view agent string values, you need read permission for the 
Dictionary command.
• To change any agent string value, you need write permission for 
the Dictionary command.
• To add, change, or view announcements, you need read 
permission for the Dictionary command.
• To change any announcement, you need write permission for the 
Dictionary command.
• To view AUX reason code names, you need read permission for 
the Dictionary command.
• To add, delete, or change an AUX reason code name, you need 
write permission for the Dictionary command.
• To view calculations, you must have read permission for the 
Dictionary command.
• To change or create a new calculation, you need write permission 
for the Dictionary command.
• To view call work code names, you need read permission for the 
Dictionary command.
• To add, delete, or change a call work code name, you need write 
permission for the Dictionary command.
• To view a constant, you need read permission for the Dictionary 
command.
• To add, delete, or change a constant, you need write permission 
for the Dictionary command.
• To create custom database items, you need write permission for 
the Dictionary command .
• To view generic string values, you need read permission for the 
Dictionary command.
• To change any value, you need write permission for the Dictionary 
command.
• To search for anything in the Dictionary, you need read permission 
for the Dictionary command.
• To view Location IDs, you need read permission for the 
Dictionary command.  
						

							  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
3-4
• To add, delete, or modify Location IDs or agent names, you need 
write permission for the Dictionary command. 
• To view login IDs, you need read permission for the Dictionary 
command.
• To add, delete, or change login IDs or agent names, you need write 
permission for the Dictionary command.
• To view logout reason code names, you need read permission for 
the Dictionary command.
• To add or change a logout reason code name, you need write 
permission for the Dictionary command. See “Task: assigning 
user permissions” for more information.
• To view split/skill string values, you need read permission for the 
Dictionary command.
• To change split/skill string values, you need write permission for 
the Dictionary command.
• To list the assigned split or skill names, you need read permission 
for the Dictionary command and for the appropriate split/skill.
• To add, delete, or change a split or skill name, you need write 
permission for the Dictionary command and the appropriate split 
or skill.
• To view the database items, you need read permission for the 
Dictionary command.
• To list the assigned trunk group names, you need read permission 
for the Dictionary command and for the appropriate trunk group.
• To add, delete, or change a trunk group name, you need write 
permission for the Dictionary command and for the appropriate 
trunk group.
• To view any trunk string values, you need read permission for the 
Dictionary command.
• To make any changes to trunk string values, you need write 
permission for the Dictionary command.
• To list names already assigned to VDNs, you need read 
permission for the Dictionary command and for the specific 
VDNs and other entities (split/skills, agents, etc.) whose names 
you want to see.
• To add, delete, or change a VDN name, you need write permission 
for the Dictionary command and the appropriate VDN and other 
entities (split/skills, agents, etc.).