Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Printing Query Results8-7
The Print window displays:
3. From the Name drop down menu, use the down arrow to select the printer.
4. Click on the OK button. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Creating Cradle-to-Grave Reports8-8
Creating Cradle-to-Grave Reports8
This section describes how to access and use CentreVu Explorer II Cradle-to-Grave 
reports.
Accessing Cradle-to-Grave Reports8
To access the Cradle-to-Grave reports, select the C>G icon from the grid results. 
See the following example:
This is the Cradle-to-Grave icon.  
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Creating Cradle-to-Grave Reports8-9
Using Cradle-to-Grave Reports8
You can use Cradle-to-Grave reports to view specific events for each segment of a 
call. Cradle-To-Grave reports support calls from:
lOne ACD
lMultiple ACDs within a CMS
lMultiple CMSs.
Once records are returned from a query, you may click on the Cradle-to-Grave 
(C>G) icon for a Call ID or UCID to view specific events for all segments of the 
call. 
Note:Cradle- To-Grave reports support calls from multiple CMSs only from call 
segments originating from CentreVu CMS Version R3V6. This version of 
CMS supports Universal Call Identification (UCID). UCID stays with a 
call segments together across multiple CMSs. For more UCID information, 
see the CentreVu® Call Management System, Release 3 Version 8, External 
Call History Interface (585-210-912) document for details. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Cradle-to-Grave Report Analysis8-10
Cradle-to-Grave Report Analysis8
The following sections describe the element results (for example, Call Information 
and Call Handling) that appear in this cradle-to-grave display: 
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Cradle-to-Grave Report Analysis8-11
Call Information8
The following screen displays an example of Call Information:
lUniversal Call ID—The unique number assigned to a call within the 
customer’s network. 
lCall ID—The unique number assigned to this call and all its segments. 
lDate—The date and time of the first segment of the call.
lCalling Party—The Automatic Number Identification (ANI)/Station 
Identification (SID), extension or trunk equipment location identifying the 
originator of the call. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Cradle-to-Grave Report Analysis8-12
lDialed Number—The number the caller dialed (up to 24 digits). 
lCalling Party ii Digits—The information indicator (ii) digits received from the 
public network through an integrated services digital network (ISDN).
lACD—Automatic Call Distributor and/or trunk group for this segment. 
lAnswering VDN—The answering vector directory number.
lSegment Duration—Duration of the call segment in seconds.
Note:Other elements may be displayed depending upon the actual call treatment. 
Please refer to the Appendix in this guide for descriptions of these 
individual elements. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Cradle-to-Grave Report Analysis8-13
Call Handling8
The following screen displays an example of Call Handling information:
lCall entered at First VDN—The number dialed for this segment.
lCall started with Vector—The first Vector number pointed to by the incoming 
VDN.
lCall Queued to Primary Split/Skill—The split/skill initially queued to a 
Split/Skill designated as primary for this vector.
lCalling in queue for—Disposition time in seconds of this call segment. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Cradle-to-Grave Report Analysis8-14
lCall was answered by VDN—Answering number called and answering Vector 
number.
lCall answered by—Answering Agent name and Answering Agent login ID.
lOn Split/Skill—The split/skill queued to a Split/Skill as designated for this 
vector.
lCall put on hold—Answering Agent placed the call on hold.
lTa l k  T i m e—Talk time in seconds for this call segment.
lCall Completed Agent Released—Will indicate if the Agent Released upon 
completion.
Note:Other elements may be displayed depending upon the actual call treatment. 
Please refer to the Appendix in this guide for descriptions of these 
individual elements. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Multi-Segment Cradle-to-Grave Analysis8-15
Multi-Segment Cradle-to-Grave Analysis8
The following analysis shows information about a call that was transferred and 
conferenced prior to completion.
On this example, a Cradle-to-Grave is shown for a call that spanned multiple 
segments. Every time a call is transferred, conferenced, or interflowed a new 
segment is created. New segments are defined by different color banner bars across 
the bottom of the Cradle-to-Grave reports. A unique banner is provided in the event 
a segment is handled by a split/skill defined as a Voice Response Unit. Segments 
continue to build until the call completes, is abandoned, or is disconnected from the 
switch being measured by this CentreVu CMS. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Multi-Segment Cradle-to-Grave Analysis8-16