Lucent Technologies CentreVu Explorer II Version 1.0 For Windows NT Guide

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Appendix
Windows NT Server Connection AssistanceA-3
CentreVu Explorer II Server Identification1
Select the Identification tab in the Network Administration window. The 
following screen appears:
Enter the following information:
1.Computer Name—This field provides a place to type the host name for 
your computer. This is the name of the CentreVu Explorer II server. This 
might be a name you use to identify your computer on a smaller, local 
network. The host name is combined with a domain name or suffix to 
create your intranet address.
2. Domain Name—This field provides a place to type the name of the domain 
for your computer. Domain refers to a set of computers on a network that 
have been assigned a group name. For example, a companys domain name 
Select Identification 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Appendix
Windows NT Server Connection AssistanceA-4
on the internet might be “thiscompany.com.” A domain can contain two or 
more workgroups.
CentreVu Explorer II Protocol Assignment1
The Ethernet or Token Ring assignments must be made to successfully connect to 
the network. Assignments are made in the Protocols tab of the Network 
Administration window. The following illustration is a representative setup of an 
Ethernet environment.
Select the Protocols tab from the Network dialog box. 
Select Protocols 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Appendix
Windows NT Server Connection AssistanceA-5
Select the TCP/IP Protocol item from the Protocols tab of the Network dialog box. 
The following window is displayed:
Enter the appropriate IP address for the CentreVu Explorer II server. Also enter the 
Subnet Mask and Default Gateway information.
1.IP Address—Enter the IP address obtained from your network 
administrator. An IP address is 4 numbers from 0 to 255, separated by 
periods.
2. Subnet Mask—Enter the Subnet Mask number obtained from your network 
administrator. This number combined with the IP address identifies the 
network your computer is on.
3. Default Gateway—Enter the number for the gateway you want to add. The 
value in each field must be a number between 0 and 255. A gateway is a 
connection or interchange point that connects two networks that would 
otherwise be incompatible. For example, a LAN may need a gateway to 
connect it to a WAN or to the Internet. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Appendix
Windows NT Server Connection AssistanceA-6
The DNS Server information is configured through the DNS tab. After selecting the 
DNS tab, the following screen appears:
The following information is required:
lHost Name—Enter the same information entered in the Computer Name 
field in the Identification tab.
lDomain—Enter the same information entered in the Domain field in the 
Identification tab.
Select DNS 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Appendix
Windows NT Server Connection AssistanceA-7
Set the adapter to Auto Detect in the Adapters tab.
If you are still experiencing problems, contact your network administrator for the 
proper software setup.
CautionAfter setting up the system software, you must restart your 
computer for the changes to take effect. Exit all programs and save any work 
in progress.
Select Adapters 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Appendix
Windows NT Server Connection AssistanceA-8 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-1
GLCentreVu
ExplorerCentreVu
Explorer II
GlossaryGL
Abandoned Call A call in which a caller hangs up before 
receiving an answer from an agent. The call 
could be queued to a split/skill, in a 
vector/VDN, or ringing at an agent before it is 
abandoned.
Access Permissions Permissions assigned to a 
CentreVu Explorer 
II user in order to administer specific elements 
(splits/skills, trunks, vectors, and others) of the 
ACD. Access permissions are specified as 
read or write permission. Read permission 
means the 
CentreVu Explorer II user can 
access and view Administrative data. Write 
permission means the 
CentreVu Explorer II 
user can add, modify, or delete Administrative 
data.
ACD See 
Automatic Call Distribution. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-2
ACD Call A call that queued to a split/skill and was 
answered by an agent in that split/skill, or a call 
that queued as a direct agent call and was 
answered by the agent for whom it was 
queued.
Action List A menu in the upper-right corner of most user 
windows. The menu lists the actions available 
for that particular user window (for example, 
add, modify, delete, and others). You select an 
action after entering necessary data in the user 
window.
ACW See 
After Call Work.
Add A 
CentreVu Explorer II action that adds the 
data entered in the given window to the 
Administration database.
Adjunct/Switch 
Applications Interface 
(ASAI)An open application interface through which 
processors and switches can jointly provide 
services that require applications to initiate, 
receive, and control calls or make use of switch 
features. (See 
Open Application Interface.)
After Call Work 
(ACW)An agent state generally representing work 
related to the preceding ACD call. Going on-
hook after an ACD call during MANUAL-IN 
operation places the agent in ACW. With 
Generic 3, ACW is also accessible by a button 
on the agents set and may not be related to an 
ACD call. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-3
Agent A person or Voice Response Unit (VRU) port 
that answers calls to an ACD split/skill. The 
agent is known to 
CentreVu CMS by a login 
identification keyed into a voice terminal.
Agent Login ID A 1- to 4-digit number (Generic 2) or a 1- to 9-
digit number (Generic 3) entered by an ACD 
agent from a voice terminal to activate the 
agent’s position. Agent logins are required for 
all 
CentreVu CMS-measured ACD agents.
Agent Position (EAS) The combination of agent login ID and the 
skills the agent is assigned. Data are collected 
for the agent by skill, so the total work for the 
agent must be summed over all skills in which 
the agent worked.
Agent Position
(Non-EAS)The combination of agent login ID and split the 
agent logged into. Agents logged into multiple 
splits have multiple positions associated with 
them. Call data are collected separately for 
each agent/split combination.
Agent Skill An attribute that is associated with an ACD 
agent. Agent Skills can be thought of as the 
ability for an agent with a particular set of skills 
to handle a call that requires one of a set of 
skills. An agent can be assigned up to 20 skills. 
The meaning of each Agent Skill is defined by 
the customer. Examples of what could be 
considered skills are: the ability to speak a 
particular language or the expertise to handle a 
certain product.See 
Primary Skill, Secondary 
Skill
, and Skill Level. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-4
Agent State A feature of agent call handling. Agent states 
are the different call work modes and call 
states an agent can be in (ACD, ACW, AVAIL, 
AUX, UNSTAFF, DACD, DACW, OTHER, 
UNKNOWN, RING). Data about these states is 
displayed in real-time and historical reports. 
See the definition of each state for additional 
information.
Agent Terminal The voice terminal used by a call center agent.
AI See 
Auto-In.
Algorithm A prescribed set of well-defined rules or 
instructions for the solution of a problem; for 
example, the performance of a calculation, in a 
finite number of steps. Expressing an algorithm 
in a formal notation is one of the main parts of 
a software program.
ANI See 
Automatic Number Identification.
Applet An applet is a program written in the 
Java™ 
programming language that can be included in 
an HTML page. When you use a 
Java 
technology-enabled browser to view a page 
that contains an applet, the applet’s code is 
transferred to your system and executed by the 
browser.
ASA See 
Average Speed of Answer.
ASAI See 
Adjunct/Switch Applications Interface.