Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

							   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-29
UNKNOWN An agent state in which CMS does not 
recognize the current state.
A trunk state in which 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 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 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. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-30
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. 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 User Guide
Glossary
GL-31
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 User Guide
Glossary
GL-32
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
   CentreVu Explorer II Version 1.0 User Guide
Index
IN-1
IN
Index1
Numerics
1st Sp lit/Skill Queued to, term d escrip tion,A-492nd  Sp lit/Skill Queued  to, term d esc rip tion,A-50
3rd  Split/Skill Queued  to, term d esc rip tion,A-51
A
Aband on Call Analysis,1-6
Aband oned  from Hold , term d esc rip tion,A-2accessing
ad ministration prog ram,2-2
explorer c lassic,3-3adding
login names,2-17
password,2-18q uery elements,5-17, 5-19, 5-22security,2-19
user defined queries to standard queries,2-9ad ministering
elements,2-3
login names,2-14synonyms,2-8After Call Work Time, term desc ription,A-4
ag ent in focus q ueries,4-2ag ent in focus rep orts
After Call Work Rep ort,4-10
Ag ent On-Hold  Rep ort,4-5Ag ent-to-Agent Rep ort,4-26Application/VDN Report,4-14, 4-16
Assistance Requested Report,4-20Aud io Prob lems,4-30Conferenc ed  Calls Rep ort,4-10, 4-12
Customer/Calling  Party Report,4-14Direc t Ag ent Queued,4-28Information Ind icator Rep ort,4-18
Malicious Call,4-30Orig inating  Reason Rep ort,4-20, 4-24Service Ob served  Rep ort,4-20
Transferred Call Report,4-8 
						

							   CentreVu Explorer II Version 1.0 User Guide
Index
IN-2
agent name
ad ministration, examp le,2-6expire and  rep lac e, examp le,2-8
Ag ent Released , term d esc rip tion,A-5Ag ent Talk Time, term d esc rip tion,A-6ANI Analysis,1-6
Answering  Ag ent, term desc ription,A-7Answering  Disposition, term d esc rip tion,A-8Answering  Reason Cod e, term descrip tion,A-9
Answering Split, term description,A-10Answering  VDN, term description,A-11Answering Vector, term description,A-12
Assistanc e Requested, term description,A-13Audio Problem, term d esc rip tion,A-14Automatic  Call Distrib ution, term descrip tion,A-3
B
b uilding q ueries,5-14
C
Call ID, term d escrip tion,A-15call segment,1-10Call Work Cod e, term desc ription,A-19
Caller Abandoned, term description,A-16Caller-on-Hold  Time, term d esc rip tion,A-17Calling  Party, term desc ription,A-18
Cell Phone Analysis,1-6c hang ing p assword,2-24Collected Dig its, term d escrip tion,A-21
Cond itional q ueries,1-7Conferenc e Call, term d esc rip tion,A-22Cradle-To-Grave, rep orts,1-6
c riteria field s tab,5-18c ustom q uery build er
accessing,5-11
description,1-10rep orting q ueries,1-14
using,5-3Customer Info, term desc ription,A-20 
						

							   CentreVu Explorer II Version 1.0 User Guide
Index
IN-3
D
deleting
lic ense elements,2-4log in acc ount,2-13, 2-23
q uery elements,5-22, 5-24user d efined  q ueries from stand ard  queries,6-5Dialed  Numb er, term d esc rip tion,A-23
Direc t Agent Queued , term d esc rip tion,A-24d isp lay field s tab,5-16Duration, term d esc ription,A-25
E
Eq uip ment Loc ation, term desc ription,A-26exp iring
sec urity items
,2-5synonyms,2-4, 2-8Exp lorer Classic
accessing
,3-3saving  the q uery,3-9selec ting  elements,3-6
selecting search criteria,3-7viewing  results,3-8
F
First VDN, term desc ription,A-27First Vector, term d esc rip tion,A-28Forc ed Busy Calls, term d esc rip tion,A-29
Forc ed Disc onnect Calls, term desc ription,A-30format c riteria tab,5-20
G
generic field queries,1-11Group b y Parenthesis, examp le,1-9 
						

							   CentreVu Explorer II Version 1.0 User Guide
Index
IN-4
I
ii Digits, term desc ription,A-31In-Queue Wait Time, term d esc rip tion,A-34Interflowed, term desc ription,A-33
J
Java p lug -in
installing  the Java Plug -in,5-6
loading,5-3, 5-4
L
Last Observer, term description,A-35
log in ac c ounts
adding,2-17creating,2-13
mod ifying,2-20log in to CentreVu Explorer II,1-17
M
Malic ious Call, term d esc rip tion,A-36mod ifying
ag ent names,2-7
license elements,2-4log in names,2-20query results,1-33
search criteria results,1-32sec urity items,2-5session and  lic ense d etails,1-22
synonyms,2-4 
						

							   CentreVu Explorer II Version 1.0 User Guide
Index
IN-5
N
Net in Time, term d esc rip tion,A-37non-c onforming  browser, checking,5-3
O
Ob served  Call, term d esc rip tion,A-38Orig inating  Hold Time, term d escrip tion,A-39Orig inating  Login Name, term d esc ription,A-40
Orig inating  Reason Cod e, term desc ription,A-41
P
p assword
adding
,2-18chang ing,2-24Priority Answered , term d esc rip tion,A-42
promoting queries,2-9
Q
queries
ag ent in focus
,4-2building,5-14Call Hand ling,8-13
Call Information,8-11call level,1-10call seg ment,1-10
conditional,1-7, 1-8Crad le-to-Grave,1-14, 8-8exp orting  to a file,8-2
g eneric  field,1-11grouping by parenthesis,1-9Multi-Seg ment Crad le-to-Grave Analysis,8-15
printing,8-5samp les,7-2time of day and day of week,1-11
typ es,1-13 
						

							   CentreVu Explorer II Version 1.0 User Guide
Index
IN-6
q uery and  reporting  frames,1-23Query Results wind ow,8-1query types,1-13
R
Re p o r t s
After Call Work,4-10
Agent On-Hold,4-5Agent-to-Agent,4-26App lic ation/VDN,4-16
Assistance Req uested,4-20call hand ling,1-14call information,1-14
Conferenced  Calls,4-12Crad le-To-Grave,1-6Crad le-to-Grave,8-8
Customer/Calling  Party,4-14Direc t Ag ent Queued,4-28Information Indic ator,4-18
Malic ious Call,4-30Multi-Seg ment Crad le-To-Grave Analysis,1-14Orig inating  Reason,4-24
Transferred  Call,4-8
S
samp le q ueries
Abandon Call Analysis
,7-3Cell Phone Analysis,7-6Crad le-To-Grave Rep orting  Query,7-7
Efficient Automatic  Numb er Id entific ation (ANI) Analysis,7-4Sp ec ial Call Treatment,7-5saving, q ueries in Exp lorer Classic,3-9
Segment Number, term description,A-43selec ting
elements, Exp lorer Classic,3-6
searc h c riteria, Exp lorer Classic,3-7setting  up  CentreVu Exp lorer II,1-21
Spec ial Call Treatment,1-6stand ard  or user-d efined q ueries
op ening,6-2
using,6-4Stroke Tally, term d esc rip tion,A-44