Lucent Technologies CentreVu Explorer II Version 1.0 For Windows NT Guide

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-5
Auto-In (AI) An ACD work mode that makes the agent 
available to receive calls and allows the agent 
to receive a new ACD call immediately after 
disconnecting from the previous call.
Automatic Call 
Distribution (ACD)A switch feature using software that channels 
high-volume incoming and outgoing call traffic 
to agent groups (splits or skills).
Also an agent state where the extension is 
engaged on an ACD call.
See 
Redirect On No Answer and Auto-
Available Split
.
Automatic Number 
Identification (ANI)A general industry term referring to knowledge 
of the calling party number (CPN). When the 
calling party is behind a switch, the number 
provided can be either a billing number for the 
switch or the station identification (SID) 
number.
AUX See 
Auxiliary Work.
AUX Reason Codes AUX reason codes enable a call center to track 
an agent’s time more precisely when the agent 
is in the AUX state. The agent can specify 
exactly why the AUX state is used, such as 
lunch or meetings. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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Auxiliary Work (AUX) An agent work mode. For example, the agent 
is engaged in non-ACD work, is on break, in a 
meeting, or at lunch. An agent can reach this 
state by pressing the AUX WORK button or 
dialing the proper access code from the voice 
terminal. The agent can also reach the state by 
going off-hook to make or answer an extension 
call while in AVAIL or with a call on hold while 
in AI/MI mode.
AVAIL See 
Available.
Available (AVAIL) An agent state in which the extension is able to 
accept an ACD call. The agent enters this state 
by selecting the AI or MI work mode.
Average Speed of 
Answer (ASA)The average amount of time a caller waits 
before connecting to an agent. ASA is usually 
an objective set by your call centers 
management.
The actual ASA for a split/skill includes the 
time spent in queue and the time ringing an 
agent. ASA for a VDN includes the time spent 
in vector processing, in queue, and the time 
ringing an agent.
Interval ASA is used for BCMS and 
CentreVu 
CMS reporting where the ASA is calculated on 
reporting interval boundaries and the ASA is 
cleared to zero at the start of each reporting 
interval.
See also 
Rolling ASA. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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Backup The process of protecting data by writing the 
contents of the disk to an archive (or tape) that 
can be removed from the computer 
environment and stored safely.
Calculation The abbreviated name (calculation name) for 
the formula calculation that generates the data 
for a field in a report.
Call-Based Items The category of database items in 
CentreVu 
CMS that are committed to the database after 
the call completes. If a call starts and ends in 
different intrahour intervals, all of the call-
based data is recorded in the interval in which 
the call completed. Most database items are 
call-based.
Call ID The Identifying number for a call.
CentreVu Call 
Management System 
(CMS)A software product used by business 
customers that have Lucent Technologies 
telecommunications switches/ECS and receive 
a large volume of telephone calls that are 
processed through the Automatic Call 
Distribution (ACD) feature of the switch/ECS. 
The 
CentreVu CMS collects call-traffic data, 
formats management reports, and provides an 
administrative interface to the ACD feature in 
the switch/ECS. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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Call Vectoring A switch feature that provides a highly flexible 
method for processing ACD calls.
A call vector is a set of instructions that 
controls the routing of incoming and outgoing 
calls based on current conditions. Examples of 
call vector conditions include time of day and 
the number of calls in queue.
Call Work Code 
(CWC)An ACD capability that allows the agent to 
enter a string of digits during or after the call 
and send them to the 
CentreVu Call 
Management System for management 
reporting.
CentreVu CMS See CentreVu Call Management System.
Configuration The way that the computer is set up to allow for 
particular uses or situations.
CONN See 
Connected.
Connected (CONN) A trunk state in which a caller and an agent are 
connected on an ACD call.
Connected Call A non-ACD call (that is connected to an agent 
through a VDN) for which 
CentreVu CMS 
receives an indication that the call rang or was 
answered.
CONVERSANT CONVERSANT is a powerful voice response 
system which interacts with the caller. This 
system may include: automated call routing, 
announcement storage, message retrieval, 
and callback. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-9
Cradle-to-GraveA detailed analysis which shows all of a call’s 
activities that occurred from inception to 
termination of the call.
Current Window The user window in which you are actively 
working.
CWC See 
Call Work Code.
DABN See 
Dequeued and Abandoned.
DACD See 
Direct Agent ACD.
DACW See 
Direct Agent ACW.
Data Collection Off
CentreVu CMS is not collecting ACD data. 
Data already collected will not be lost when 
turning data collection off.
Data Collection On
CentreVu CMS is collecting ACD data.
Data Discard Task An automated database administration task 
which will allow for the removal of historical 
data from the 
CentreVu Explorer II database. 
Data which is older than a specified interval will 
be discarded. The interval is set by an 
administrator using the Data Discard Wizard.
Data Discard Utility 
BoxA graphical tool which allows a user to design 
and implement a database sizing and data 
archival plan for 
CentreVu Explorer II. 
Data Import Service A 
Windows NT Service responsible for 
populating the 
CentreVu Explorer II Database 
with data deposited on the 
CentreVu Explorer 
II Server by the 
CentreVu CMS. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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Database A group of files that store ACD data according 
to a specific time frame: current and previous 
intrahour real-time data and intrahour, daily, 
weekly, and monthly historical data.
Database Item A name for a specific type of data stored in one 
of the 
CentreVu CMS databases. A database 
item may store ACD identifiers (split numbers 
or names, login IDs, VDNs, and others) or 
statistical data on ACD performance (number 
of ACD calls, wait time for calls in queue, 
current states of individual agents, and others).
Database Tables
CentreVu CMS uses these tables to collect, 
store, and retrieve ACD data. Standard 
CentreVu CMS items (database items) are 
names of columns in the 
CentreVu CMS 
database tables.
Date Format The standard format for entering dates on 
CentreVu Explorer II reports and queries. 
Acceptable format is:
Month/day/year (for example, 3/21/93)
DDC See Direct Department Calling.
Default Skill (Generic 
2.2 with EAS)Every skill that ends with a “0” is called a 
default skill, since every staffed agent in the 
skill group is logged into this skill by default. 
The default skill is the first skill for each skill 
group.
Delete A 
CentreVu Explorer II action that removes the 
entry on the window from the Administration 
database. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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Dequeued and 
Abandoned (DABN)A trunk state in which the trunk quickly goes to 
idle after the caller abandons the call.
Dialed Number 
Identification Service 
(DNIS)A network capability that identifies, for each 
call, the number dialed or the area from which 
the call originated (for example, a specific 800 
number set up for a promotion).
DID See 
Direct Inward Dialing.
Direct Agent ACD 
(DACD)An agent state in which the agent is on a direct 
agent ACD call.
Direct Agent ACW 
(DACW)An agent state in which the agent is in the after 
call work state for a direct agent ACD call.
Direct Agent Calling An EAS capability that makes it possible for a 
caller to reach the same agent every time and 
still include the call as an ACD call in the 
management tracking of the call center. This is 
ideal for claims processing where a client 
needs to speak with the agent handling the 
claim. This flexibility ensures a high level of 
customer service without reducing 
management control.
Direct Department 
Calling (DDC)A process of selecting an agent when more 
than an agent is available. With DDC, the call 
will go to the agent closest to the top of an 
ordered list. (This is a non-EAS option only.)
Direct Inward Dialing 
(DID)An incoming trunk used for dialing directly from 
the public network into a communications 
system without help from the attendant.
DNIS See 
Dialed Number Identification Service. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
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EAD See 
Expert Agent Distribution.
EAS See 
Expert Agent Selection.
Entity A generic term that refers to one of the 
following: Agent, Split/Skill, Trunk, Trunk 
Group, VDN, or Vector.
Error Message A response from a program indicating that a 
problem has arisen or something unexpected 
has happened, requiring your attention.
EWT See 
Expected Wait Time.
Expected Delay See 
Expected Wait Time. 
Expected Wait Time 
(EWT)An estimate of how long a caller will have to 
wait in queue to be served by a call center 
considering the current and past traffic, 
handling time, and staffing conditions. (Also 
referred to as 
expected delay.) The time spent 
in vector processing before being queued and 
the time spent ringing an agent with manual 
answering operation are not included in the 
EWT prediction. EWT is a switch-based 
calculation that can be used in vector 
processing decisions and can be viewed from 
CentreVu CMS (release R3V4 and later). The 
EWT feature is available on the 
DEFINITY‚ 
G3V4 and later switches, and the Enterprise 
Communications Server (ECS) Release 8. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-13
Expert Agent 
Distribution (EAD)An EAS process that selects an agent when 
more than one agent is available. With EAS, a 
call will go to the most idle agent with the skill 
as primary (skill level one). If none are 
available, the call goes to an agent who is idle 
and has the skill as secondary. If none are 
available, the selection process continues with 
progressively lower skill levels until an idle 
agent is found.
Expert Agent 
Selection (EAS)Expert Agent Selection (EAS) is an optional 
switch feature that builds on the power of the 
Call Vectoring and ACD features of the switch 
to match the skills required to handle a 
particular call to an agent who has at least one 
of the skills that a caller requires. Agents are 
assigned a single set of work mode buttons, 
rather than one set per skill. This simplifies the 
agent’s interface to the work mode buttons. 
When the “MI” (Manual In) or “AI” (Auto In) 
button is lighted, the agent is available to take 
a call in any assigned skills or, in the case of 
Multiple Call Handling (MCH), in any MCH 
skills. The ACD queuing and the vector 
commands 
Queue-to-Main and Check-Backup 
are used to route a call to an agent with the 
appropriate skill to handle that call. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
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CentreVu CMS collects data on skills in the 
same manner as it collects data on splits. Real-
time Agent reports generally indicate the skill in 
which agents are currently working. Skill 
reports show the performance of the skill 
overall, displaying such items as the ASA, the 
number of calls, and the percentage of calls 
answered within the target service level for the 
skill.
CentreVu CMS also reports VDN data by VDN 
skill preference, so that customers can assess 
the call center performance relative to calls 
requiring particular skills. 
CentreVu CMS 
reports how many calls were handled, how 
long these calls waited for service, and the 
average talk time for calls queued to a 
particular skill preference in a particular VDN.
Extension Call Extension calls are any calls originated by 
agents and non-ACD calls received by agents. 
For the Generic 2.2 and Generic 3 switches 
and the ECS, these include calls an agent 
makes to set up a conference or transfer.
External Call History 
Interface (ECHI)An optional 
CentreVu Call Center Management 
System (CMS) feature which allows for the 
transfer of R3V4 or later call record file to 
another computer for processing.
FBUSY See 
Forced Busy.
FDISC See 
Forced Disconnect.