Lucent Technologies CentreVu Explorer II Version 1.0 For Windows NT Guide

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-25
Skill Hunt Group When EAS is enabled, calls route to specific 
skill hunt groups. These skill hunt groups are 
usually based on the needs of your customers. 
Agents are not assigned to a skill group (like 
split hunt groups), but agents are assigned 
specific skills that become active when they log 
in.
Skill Level A priority level from 1 (highest) to 16 (lowest) 
indicating an agent’s level of expertise or ability 
to handle calls to the given skill. (ECS Version 
5 and later.)
Skill, Primary See 
Primary Skill.
Skill, Secondary See 
Secondary Skill.
SLK See 
Screen-Labeled Key.
Split A group of extensions (referred to as agents) 
that receives special-purpose calls in an 
efficient, cost-effective manner. Calls 
automatically go to a split and can queue if no 
agents are available.
Split/Skill ACD Call A split/skill ACD call is a call that routed to a 
split/skill and was answered by an agent in that 
split/skill.
SQL Server Database engine that 
CentreVu Explorer II 
uses on a 
Windows NT platform.
Staffed Agent An agent who is currently logged in to the 
switch. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
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Standard Reports The set of reports that are delivered with the 
CentreVu CMS or CentreVu Supervisor 
software.
Station An unmeasured voice terminal extension. An 
extension that is not currently staffed by an 
agent or that is a member of an unmeasured 
split/skill or hunt group.
String Values The descriptive words that appear on reports 
dealing with agents, splits/skills, and trunks. A 
word is used to describe the value of the data 
(for example, HOLD, AVAIL, YES).
Stroke Counts A method used by Automatic Call Distribution 
(ACD) agents to record up to nine customer-
defined events per call when the CAll 
Management System is active.
Structured Query 
Language (SQL)A language used to interrogate and process 
data in a relational database (such as 
INFORMIX). 
Switch A private switching system providing voice-
only or voice and data communications 
services (including access to public and private 
networks) for a group of terminals within a 
customers premises.
System A general term for a computer and its software 
and data.
Technical Service 
CenterProvisioning, maintenance, and helpline 
support for Lucent Technologies call center 
customers. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
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Terminal A combination of monitor (video display) and 
keyboard used to communicate with a 
computer to enter and display information.
See 
Agent Terminal.
Tertiary Split/Skill Generic 3 and ECS with vectoring, Generic 2.2 
with EAS only. When a call is queued to 
multiple splits/skills, the third split/skill the call 
queued to in a VDN is called the tertiary 
split/skill.
Trunk A telephone line that carries calls between two 
switches, between a Central Office (CO) and a 
switch, or between a CO and a phone.
Trunk Group A group of trunks that are assigned the same 
dialing digits — either a phone number or a 
Direct Inward Dialed (DID) prefix.
TSC See 
Technical Service Center.
UCD See 
Uniform Call Distribution.
Uniform Call 
Distribution (UCD)A process that selects an agent when more 
than one agent is available. With UCD, the 
most idle agent for the skill/split receives the 
call.
See 
Direct Department Calling and Expert 
Agent Distribution
.
Universal Call ID The Universal Call ID is a unique number 
assigned to a call within the customer network. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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UNIX* System/
Solaris SystemA multi-user computer operating system that 
supports 
CentreVu CMS. A user can access 
the 
UNIX system from the   SLK.
UNKNOWN An agent state in which 
CentreVu CMS does 
not recognize the current state.
A trunk state in which 
CentreVu CMS does not 
recognize the state of the trunk.
UpdateA process used to modify a customer’s existing 
software release in order to give the customer 
additional functionality or to fix a problem. The 
update process involves downloading 
CentreVu Explorer II through the modem on 
the 
CentreVu Explorer II Server, or through the 
internet, and installing the new files.
Upgrade A process used to move an existing 
CentreVu 
Explorer II customer from one release/load to 
another, giving the customer the additional 
functionality provided in the new release. 
When an upgrade involves a major release, 
then data migration may be a necessary part of 
the upgrade procedure.
User ID The login ID for a 
CentreVu CMS user.
User Window A window you can move, size, or scroll. It may 
contain input fields, reports, or help 
information.
VDN See 
Vector Directory Number.
*UNIX is a registered trademark in the United States and other countries, 
licensed exclusively through X/Open Company Limited.
Commands 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
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GL-29
VDN Counted-Calls Also known as counted-calls to VDN and 
active VDN calls. A Call Vectoring capability 
available with the G3V4 switch and the ECS. 
Counted-calls to VDN is a parameter of the “go 
to step” and “go to vector” commands that 
provides conditional branching (to a different 
step in the same vector or to a different vector) 
based on the number of incoming trunk calls 
currently in a VDN (in vector processing or at 
an agent).
VDN of Origin 
Announcement (VOA)A short announcement that is assigned to a 
VDN through switch administration. The VOA 
identifies the origin or purpose of a call for the 
call center agent who answers the call.
VDN Skill Preference A prioritized list of agent skills assigned to a 
VDN. Up to three skills can be assigned. VDN 
skill preferences are referred to in the vector as 
“1st,” “2nd,” and “3rd.” Vectors use VDN skills 
to queue calls based on your preference. 
CentreVu CMS tracks calls by VDN skill 
preference.
Vector A list of steps that process calls in a user-
defined manner. The steps in a vector can 
send calls to splits/skills, play announcements 
and music, disconnect calls, give calls a busy 
signal, or route calls to other destinations. 
Calls enter vector processing through VDNs, 
which may have received calls from assigned 
trunk groups, from other vectors, or from 
extensions connected to the switch. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
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Vector Command A vector step that describes the action to be 
executed for a call (for example, “Queue to 
main”, “check backup”, “disconnect”).
Vector Directory 
Number (VDN)An extension number that enables calls to 
connect to a vector for processing. A VDN is 
not assigned an equipment location. It is 
assigned to a vector. A VDN can connect calls 
to a vector when the calls arrive over an 
assigned automatic-in trunk group, dial-
repeating (DID) trunk group, or ISDN trunk 
group. The VDN by itself may be dialed to 
access the vector from any extension 
connected to the switch.
Vector Step One processing step in a vector. A vector step 
consists of a command and one or more 
conditions or parameters.
Vector Step Condition A condition accompanying a vector command 
that defines the circumstances in which the 
command will be applied to a call.
VOA See 
VDN of Origin Announcement.
Voice Response Unit 
(VRU)A switch that routes calls to a VRU adjunct 
computer that provides interactive voice 
related services to inbound callers.
Voice Terminal A telephone set, usually with buttons, that 
gives an agent some control over the way calls 
are handled.
VRU See 
Voice Response Unit. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
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Window Any rectangle on your 
CentreVu Explorer II 
screen that encloses a menu, data entry fields, 
reports, or messages. See also 
Frame.
Zero (0) Skill (Generic 
2.2 with EAS)Every skill that ends with a “0” is called a zero 
skill. The zero skill is the first skill for each skill 
group. This is the same as the default skill. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
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							CentreVu
Explorer II
   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Index
IN-1
IN
Index1
A
Active Sessions op tion,4-6Adap ters tab,A-7
ad ministrator
default password,4-4logg ing  in,4-4
Administrator Utilities option,4-5ag ing  p roc ess, setting  up,4-14Aging radio button,4-18
Archive data box,4-16arc hiving  d ata,4-14
B
Bac kup  Rep lac ed Files wind ow,2-8, 3-6
C
call history data, transferring,1-11
call volumes, determining,4-13client req uirements,1-20CMS field,4-9
CMS Hostname field,4-10Comp uter Name field,A-3connec ting to your network,1-19
Convert Exp lorer 1 wind ow,3-15converting  Explorer 1.x data,3-15corrupt fold er, c hec king,5-7
Created field,4-6
D
d aily averag e c all volumes, d etermining,4-13
Data Disc ard  Wizard,4-11 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Index
IN-2
d ata import service,5-21d ata, restoring,4-20database
ad ministration
,4-11bac king  up SQL Server,4-2expanding,5-13
maintenanc e p roced ures,5-22populating,2-17removing,2-28
Datab ase Discard  Utility window,4-12, 4-14Datab ase Size list b ox,3-11Datab ase Status op tion,4-8
Datab ase Status window,4-8d atab ase, c reating  for Exp lorer II,2-12Date radio b utton,4-15
Default Gateway field,A-5Disc ard  Data wind ow,4-15discarding data,4-14
d isk storage req uirements,1-16DNS tab,A-6Domain field,A-6
Domain Name field,A-3
E
ECHI, scheduling  ac tivation,1-29
EC S/s w it c h  r e q ui r e me nt s,1-10End  Time field,4-9Error Message field,4-9
error messag es
DB Library,5-20event log,5-15
Java Web  server,5-17Log in,5-21ODBC,5-20
Exp lorer 1.x, c onverting  data,3-15Exp l or e r  II
datab ase, creating,2-12
new features,1-4uninstalling,2-22
upgrading,3-3Exp lorer II Log  File, c onfig uring,5-10