Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

							   CentreVu Explorer II Version 1.0 User Guide
Glossary
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Messages Temporary windows used only for displaying 
information like “field help” and syntactical field 
errors. Message windows cannot be moved, 
sized, or scrolled and do not count in the user 
window count. Message windows are 
automatically removed when you correct the 
error or move to the next field.
MI See 
Manual In.
MIA See 
Most Idle Agent.
Most Idle Agent (MIA)  This is an ACD distribution method that 
maintains a queue of idle agents and 
distributes a call to the split/skill to the agent 
closest to the head of the queue who is not 
marked as “busy.” (“Busy” is defined as being 
in ACW, on an AUXIN/OUT call, or on an ACD 
call for another split/skill.) Agents in multiple 
splits/skills are in multiple “eligible agent” lists. 
There is one list for each skill. If MIA across 
splits/skills is enabled, agents are put at the 
bottom of all agent lists after completing an 
ACD call for any split/skill. If MIA across skills 
is 
not enabled, an agent who is on an 
AUXIN/OUT extension call from the AVAIL wait 
or on an ACD call for another split/skill 
continues to move up the list of eligible agents 
for other splits/skills. Agents in ACW may or 
may not be in the eligible agent lists, 
depending upon the setting of an option (ECS 
R5 and later). 
						

							   CentreVu Explorer II Version 1.0 User Guide
Glossary
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Multiple Call Handling 
(MCH)Allows an agent to receive an ACD call while 
other calls are active on the agent’s station. 
Unless forced MCH is in operation, the agent 
must put the current call on hold and press 
AI/MI in order to receive another ACD call.
Multiple Split/Skill 
QueuingWith Call Vectoring, a call can be queued to up 
to three splits/skills at the same time. The first 
agent who becomes free in any of the 
splits/skills gets the call.
Multi-user Mode This is the normal 
CentreVu Explorer II 
operating mode, in which any valid user can 
log into 
CentreVu Explorer II.
Net in Time The time the call spent in a VDN processing at 
another switch located elsewhere in the 
network.
Nonprimary Split/Skill When a call is queued to multiple splits/skills, 
the second and third splits/skills to which the 
call queues in a VDN are called nonprimary 
splits/skills. They are also referred to as 
secondary and tertiary splits/skills, 
respectively.
Nonzero (0) Skill 
(Generic 2.2 with 
EAS)Any skill that does not end in “0” is called a 
nonzero skill.
OCM See 
Outbound Call Management.
Originating Hold Time The total time the originating agent put the call 
on hold. 
						

							   CentreVu Explorer II Version 1.0 User Guide
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OTHER An agent state in which the agent is working on 
a call for another split or skill, or has put a call 
on hold and has not chosen another work 
mode. When the link to the switch first comes 
up or when the agent has just logged in, the 
agent state is OTHER until the switch notifies 
CentreVu CMS of the agent’s state.
Outbound Call 
Management (OCM)A set of switch and adjunct features using 
ASAI, that distributes outbound calls initiated 
by an adjunct to internal extensions (usually 
ACD agents).
PEC See 
Price Element Code.
Price Element Code 
(PEC)The set of numbers that Lucent Technologies 
has assigned to each part that may be ordered.
Primary Skill The skills assigned to an agent. Primary skills 
are the areas in which the agent has the most 
expertise. (This is used in G3V4 and later 
switch releases with EAS.) See 
Agent Skill, 
Skill Level.
Pseudo-ACD An area you create on your CMS to place 
previously backed-up ACD data. A pseudo-
ACD is not a 
live (real) ACD and does not 
communicate with any switch.
Queue A holding area for calls waiting to be answered 
in the order in which they were received. Calls 
in a queue may have different priority levels, in 
which case, calls with a higher priority are 
answered first. 
						

							   CentreVu Explorer II Version 1.0 User Guide
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QUEUED A trunk state in which an ACD call has seized 
the trunk and is queued to a split/skill waiting 
for an agent to answer.
R3V4 See 
Release 3 Version 4.
R3V5 See 
Release 3 Version 5.
R3V6 See 
Release 3 Version 6.
R3V8 See 
Release 3 Version 8.
RAID Redundant Array of Inexpensive Disks. 
Recorded 
AnnouncementsPrerecorded greetings and information played 
to callers as they wait for service.
Redirect On No 
Answer (RONA)An ACD capability that removes an 
unanswered call from the voice terminal at 
which it is ringing, busies out the port or makes 
the agent unavailable, and re-queues the call 
at top priority or sends it to a VDN.
Release 3 Version 4 
(R3V4)R3V4 can refer to a software version of 
CentreVu CMS or CentreVu Supervisor.
Release 3 Version 5 
(R3V5)R3V5 can refer to a software version of 
CentreVu CMS or CentreVu Supervisor.
Release 3 Version 6 
(R3V6)R3V6 can refer to a software version of 
CentreVu CMS or CentreVu Supervisor.
Release 3 Version 8 
(R3V8)R3V8 can refer to a software version of 
CentreVu CMS or CentreVu Supervisor. 
						

							   CentreVu Explorer II Version 1.0 User Guide
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RING An agent state in which a call rings at an 
agents voice terminal after leaving the queue 
and before the agent answers the call. (This 
agent state is available only with Generic 2.2, 
and with Generic 3 and ECS.)
A trunk state in which a call is ringing at the 
agents voice terminal.
Rolling ASA Rolling ASA is a running weighted average 
calculation without regard to any interval 
boundaries. A rolling ASA calculated by the 
switch or ECS can be used, beginning with 
CentreVu CMS R3V4, for vector routing. 
Rolling ASA is calculated on the G3V4 switch, 
and the ECS, and sent to 
CentreVu R3V4 and 
later 
CentreVu CMS releases.
An additional Rolling ASA calculated by the 
switch is also available as a real time database 
item for G3V4 and later G3 switches.
RONA See
 Redirect On No Answer.
Secondary Skill Skills assigned to an agent. Secondary skills 
are the areas in which the agent does not have 
extensive expertise, or is not the agent’s 
preference. (Used in G3V4 and later switch 
releases with EAS.)
See 
Agent Skill, Skill Level.
Segment A segment is defined by the ECS/Switch as a 
logical grouping of call information.
SEIZED A trunk state in which the trunk is being used 
for either an incoming or an outgoing call. 
						

							   CentreVu Explorer II Version 1.0 User Guide
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Service Observing—
RemoteA feature that allows a user to dial into the 
switch and monitor a call.
Service Observing—
VDNsA feature available with the G3V4 switch and 
the ECS that gives a voice terminal user the 
ability to monitor the treatment a call receives 
as it is processed by a VDN, routes to another 
VDN or agent, or transfers to another VDN or 
agent.
Servlet
Java™ servlets are small, platform-
independent 
Java programs that can be used 
to extend the functionality of a Web server in a 
variety of ways. Servlets are to the server what 
applets are to the client-small 
Java programs 
compiled to bytecode that can be loaded 
dynamically and extend the capabilities of the 
host.
Session Display The default mode used to display query 
results. The Session Display option allows the 
user to pick a customized set of ECHI data 
elements.
Skill An attribute that is assigned to an ACD Agent 
when EAS is enabled. An agent skill is a 
particular expertise or speciality enabling an 
agent to handle a call which requires someone 
with that particular area of expertise. You 
define skills based on specific customer needs 
and call center requirements. 
						

							   CentreVu Explorer II Version 1.0 User Guide
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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.
SPARCserver* 5 See Sun† SPARCserver Computers.
SPARCserver 10 See Sun SPARCserver Computers.
SPARCserver 20 See Sun SPARCserver Computers.
SPARCstation‡A workstation client for the SPARCserver.
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.
*SPARCserver is a trademark of Sun Microsystems Inc.
†Sun is a registered trademark of Sun Microsystems Inc.
‡SPARCstation is a trademark of Sun Microsystems Inc. 
						

							   CentreVu Explorer II Version 1.0 User Guide
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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.
Standard Reports The set of reports that are delivered with the 
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). 
Sun Microsystems Manufactures the Sun SPARCserver 5, 10, 
and 20, the host computer for the 
CentreVu 
CMS R3V5. 
						

							   CentreVu Explorer II Version 1.0 User Guide
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Sun SPARCserver 
ComputersA host computer that is attached to a network 
and provides services other than simply acting 
as a store-and-forward processor or 
communication switch. The 
Sun SPARCserver 
5, 10, and 20 computers are capable of hosting 
the 
CentreVuCMS application software.
Sun UltraSPARC 
ComputersA host computer that is attached to a network 
and provides services other than simply acting 
as a store-and-forward processor or 
communication switch. The 
Sun SPARC 5, 20, 
Ultra 5, E3000, and E3500 are capable of 
hosting the 
CentreVuCMS application 
software.
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.
Terminal A combination of monitor (video display) and 
keyboard used to communicate with a 
computer to enter and display information.
See 
Agent Terminal. 
						

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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.
UNIX* System/
Solaris SystemA multi-user computer operating system that 
supports CMS. A user can access the 
UNIX 
system from the   SLK.
*UNIX is a registered trademark in the United States and other countries, 
licensed exclusively through X/Open Company Limited.
Commands