Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

							   CentreVu Explorer II Version 1.0 User Guide
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 A 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 CMS. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-10
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 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 CMS 
items (database items) are names of columns 
in the 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 User Guide
Glossary
GL-11
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 User Guide
Glossary
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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 
CMS (release R3V4 and later). The EWT 
feature is available on the 
DEFINITY G3V4 
switch, and the Enterprise Communications 
Server (ECS) Release 5. 
						

							   CentreVu Explorer II Version 1.0 User Guide
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 User Guide
Glossary
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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, R3V5, R3V6, or R3V8 call 
record file to another computer for processing.
FBUSY See 
Forced Busy.
FDISC See 
Forced Disconnect. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-15
First Threshold A graph term for the lower limit for a particular 
condition in a graph report. The bar(s) change 
color/intensity when the defined limit is met, 
notifying you that a Caution condition could 
exist.
Forced Busy 
(FBUSY)A trunk state in which the switch sends a busy 
signal to a caller when the call center is too 
busy to handle the incoming call.
Forced Disconnect 
(FDISC)A trunk state in which the switch disconnects 
the caller.
Forced Multiple Call 
Handling (FMCH)A feature available with the G3V4 switch, and 
the ECS, that, when activated for a split/skill, 
allows calls to be automatically delivered to an 
idle line appearance if the agent is in the Auto-
In/Manual-In work mode and an unrestricted 
line appearance is available on the voice 
terminal, even if the agent is talking on an ACD 
call.
Historical Reports Reports that display past ACD data for various 
agent, split/skill, trunk, trunk group, vector, or 
VDN activities.
HOLD A trunk state in which the agent has put the call 
on hold.
ICM See 
Inbound Call Management.
IDLE A trunk state indicating that the trunk is not in 
use.
II See 
Information Indicator. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-16
Inbound Call 
Management (ICM)A set of switch and adjunct features using 
ASAI to enable the adjunct to provide 
automatic screen delivery and call routing.
Information Indicator 
(II)A 2-digit code that identifies the type of 
originating line (for example: hotel or pay 
phone) for incoming ISDN PRI calls.
INFORMIXA relational database management system 
used to organize 
CentreVu CMS historical data 
when 
CentreVu Explorer II is used in a Solaris 
operating system environment.
Input Field An input field is an area on a user window into 
which a 
CentreVu Explorer II user enters one 
or more valid field values. For example, the 
valid values for the input field Max Rows 
Returned is 30, but can be modified.
Integrated Services 
Digital Network 
(ISDN)A digital standard for telephony that enables, 
among other things, telephone, television, and 
computer signals on the same lines.
Interval-Based Items A category of database items. These items 
generally represent the amount of time during 
a collection interval spent doing a particular 
activity. Interval-based items are updated 
throughout the collection interval and timing is 
restarted at the end of the interval. Interval-
based items should only be used to show the 
amount of time in an interval for an activity or to 
calculate percentages of time spent in an 
interval. Interval-based items should not be 
used to calculate averages (such as average 
hold time). 
						

							   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-17
Intrahour Interval A 15-, 30-, or 60-minute segment of time 
starting on the hour. An intrahour interval is the 
basic unit of CMS report time.
ISDN See 
Integrated Services Digital Network.
JRE
Java Run Time Environment.
Java Plug-InJava is a programming language for World 
Wide Web applications from Sun 
Microsystems. 
Java was modeled after C++, 
and 
Java programs are embedded into HTML 
documents. The first Web browsers to run 
Java 
applications are Sun’s 
HotJava and Netscape’s 
Navigator
 4.5. The “plug in” enables other 
browser applications to use 
Java capabilities.
LAN See 
Local Area Network.
Local Area Network A private interactive communication network 
that allows computers to communicate over 
short distances, usually less than one mile, at 
high data transfer rates from 1 Mbps to as high 
as 100 Mbps.
Logical Agent An EAS feature that associates the agent’s 
login ID with the physical extension when the 
agent logs in. Properties such as the assigned 
skills, class of restriction, and coverage path 
are associated with the login ID rather than the 
physical extension. This allows agents to log in 
at any available set.  
						

							   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-18
The Logical Agent capability allows agents to 
be called by dialing their login IDs. Calls to 
login IDs may be treated as direct agent ACD 
calls, given the proper class of restriction, or 
may be treated as extension (personal) calls. 
Treating the calls as direct agent calls can be 
used to help distinguish business-related from 
personal calls.
LOGOFF An agent work mode indicating that an agent 
has logged out and is not available to take 
ACD calls.
LOGON An agent work mode indicating that an agent 
logged in or is staffed.
Logout Reason 
CodesLogout reason codes enable an agent to 
specify the reason for logging out, such as the 
end of a shift or training.
Manual In (MI) An ACD work mode. The Manual In (MI) mode 
makes the agent available to receive an ACD 
call and automatically places the agent into the 
ACW state upon release from the call.
MCH See 
Multiple Call Handling.
Measured A term that means an ACD element (agent, 
split/skill, trunk, trunk group, vector, VDN) has 
been identified to the switch of interest to the 
CentreVuCMS. The switch sends messages 
to 
CentreVu CMS only for ACD elements that 
are measured. If the ACD element is not 
measured on the switch, no data is collected.