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Lucent Technologies Centrevu Cms Administration Guide
Lucent Technologies Centrevu Cms Administration Guide
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, listing, adding, or deleting agents in an agent group3-15 ........................................................................................................................................................................... 5In the Login IDs field, type the agent login IDs you want to delete from this agent group. ........................................................................................................................................................................... 6Select Delete on the Actions menu or select Delete on the toolbar. ........................................................................................................................................................................... 7When you are done deleting the agents, close the window. END OF STEPS...........................................................................................................................................................................
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Changing agent string values3-16 ............................................................................................................................................................................................................................................................Changing agent string values OverviewAgent string values are the descriptive words in reports dealing with agents. These words, such as ACD, ACW, or AUX, describe the value of the data. Strings are changed to the values you administer when they display as data in a report. The report heading is not affected. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Agent String Values.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Changing agent string values3-17 The Agent String Values input window opens. ........................................................................................................................................................................... 3 To change any of the work-mode default names, type the new descriptive word in the appropriate work mode field. Agents can be in any one of the following work modes: • ACD — the agent is on an ACD call. • ACW — the agent is in the after-call work mode. • AUX — the agent is in the auxiliary work mode. • AVAIL — the agent is available to take an ACD call.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Changing agent string values3-18 • DACD — the agent is on a direct agent ACD call. • DACW — the agent is in the after-call work mode for a direct agent ACD call. • OTHER — the agent has just logged in and CentreVu CMS has not yet been notified of the agents state, or the agent is dialing to place an extension call while in auto-in/manual-in (AI/MI), or the agent is in AI/MI and has an extension call ringing, or the agent has put a call on hold and has taken no further call-related action. • RINGING — an ACD call is ringing at the agents voice terminal and the agent is not doing anything else. • UNKNOWN — CentreVu CMS does not recognize the current state. • UNSTAFF — the agent is not logged in (is not staffed). ........................................................................................................................................................................... 4To change the agent trace, work-mode default names, type the new descriptive word next to LOGON or LOGOFF. • LOGON — an agent is logged in. • LOGOFF — an agent is logged out and is not available to take ACD calls. ........................................................................................................................................................................... 5To change the call-handling preference default names, type the new descriptive word next to LEVEL or NEED or PERCENT. • LEVEL — the agents call-handling preference is by skill level. • NEED — the agents call-handling preference is by greatest need. • PERCENT — the agents call-handling preference is based on an assigned percentage of time allocated to each skill.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Changing agent string values3-19 ........................................................................................................................................................................... 6To change the reserve-level default names, type the new descriptive word next to Reserve1 or Reserve2. • Reserve1 — the agent begins answering calls when the skills 1st threshold is crossed. • Reserve2 — the agent begins answering calls when the skills second threshold is crossed. ........................................................................................................................................................................... 7To change the call-direction default names, type the new descriptive word next to IN or OUT. • IN — the agent is on an incoming call. • OUT — the agent is on an outbound call. ........................................................................................................................................................................... 8To change the call-origination default names, type the new descriptive word next to PHONE or KEYBOARD. Agents can be on either of the following types of outbound calls: • PHONE — the agent dialed an outbound call using the voice terminal dial pad. • KEYBOARD — the agent dialed an outbound call using the computer keyboard. ........................................................................................................................................................................... 9To change the call-destination default names, type the new descriptive word next to PBX or OFF. • PBX — internal to the switch. • OFF — external to the switch. ........................................................................................................................................................................... 10To change the agent role default names, type the new descriptive word next to TOP, ALLOCATED, BACKUP, ROVING, and RESERVE. • TOP — the agent can be counted on to answer the skills calls (unless an agents other skills go into overload). • ALLOCATED — the agent has a percentage of his/her time allocated to answering the skills calls.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Changing agent string values3-20 • BACKUP — the agent helps to answer the skills calls when his/ her top skill is not busy. • ROVING — the agent answers a skills calls when this skill has the greatest need. • RESERVE — the agent helps answer the skills calls when the skill is over threshold. These roles vary according to call-handling preference. END OF STEPS........................................................................................................................................................................... Reference If you assign values that are longer than 20 characters, the values are truncated when they are displayed on those reports. You can, however, create a similar custom report that accommodates the longer string values. Any change to the agent string values affects what you see in the descriptive data (word) fields on your agent reports. See “Task: running, printing, exiting, and restarting a report” for more information. You can script the Agent String Values window and schedule the script. See “Task: automating your activities with scripting” for more information.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, or changing announcement synonyms3-21 ............................................................................................................................................................................................................................................................Viewing, adding, or changing announcement synonyms OverviewYou can view, add, or change announcement synonyms for each ACD. PrerequisitesNote that: • Announcement names must be unique. • Multiple values are not allowed for announcement names or numbers. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2On the Operations tab, select Announcements. The Announcements input window opens. ........................................................................................................................................................................... 3 In the Announcement Name field, type the name that you want to view, add, or change. ........................................................................................................................................................................... 4In the Announcement Number field, type the number that corresponds to the name you typed in the Announcement Name box.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, or changing announcement synonyms3-22 ........................................................................................................................................................................... 5 In the Description field, type the descriptive information for the announcements. ........................................................................................................................................................................... 6On the Actions menu, select Add to add your changes to the Dictionary. END OF STEPS...........................................................................................................................................................................
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing AUX reason code names3-23 ............................................................................................................................................................................................................................................................Viewing, adding, deleting, or changing AUX reason code names OverviewAUX reason codes enable a call center to track an agents time when the agent is in the AUX work mode. You can view, add, delete, or change AUX reason code names by selecting AUX Reason Codes from the Dictionary menu. Complete the AUX Reason Codes window if you want names associated with your AUX reason codes to appear in the AUX Reasons Code standard real-time and historical reports. PrerequisitesNote that: • AUX reason codes are single digits, zero through nine. • AUX reason code names can be up to 20 characters long. • AUX reason code 0 is used for cases in which the switch automatically puts an agent into AUX work mode. You can change this name. • To use AUX reason codes, your switch must have EAS. • Names must be unique within an ACD. No two AUX reason codes in the same ACD can have the same name. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | AUX Reason Codes.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing AUX reason code names3-24 The AUX Reason Codes input window opens. ........................................................................................................................................................................... 3In the AUX Reason Code name field, type the name for the AUX reason code. ........................................................................................................................................................................... 4In the AUX Reason Code field, type the one-digit AUX reason code number, between zero and nine. ........................................................................................................................................................................... 5In the Description field, type the description for this AUX reason code. ........................................................................................................................................................................... 6To view the list of all AUX reason codes with their assigned names and descriptions, select List all on the Actions menu.