Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Types of Help1-41
The following is an example of a Help Topic:
3. To exit the Help Topics screen, close the browser window. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Types of Help1-42
About1
The About option details the elements used within CentreVu Explorer II to 
perform the query and display functions. To access information about the 
application, do the following:
1. From the Navigator frame Help option, select the About option.
.
2. The Help About screen displays the following type of information:
3. To exit the About screen, select another option.
Select 
About 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Types of Help1-43
Logout or Exit1
The Logout option ends your work, but does not exit you out of the application. To 
completely quit the application, you must select the Exit option.
Logging Out1
To log out of the CentreVu Explorer II application, select the Logout option 
from the Navigator frame:
The CentreVu Explorer II application displays a message prompt and the 
application remains running. If you choose to use CentreVu Explorer II again, 
you are required to re-login.
Select
Logout 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Types of Help1-44
Exiting the Application1
From the CentreVu Explorer II application, select the Exit option from the 
Navigator frame. 
Exit Select 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Types of Help1-45
The CentreVu Explorer II application quits running on the desktop client and 
the “Starting Explorer II....” screen displays: 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
A Quick Start to CentreVu Explorer II1-46
A Quick Start to CentreVu Explorer II1
If you are an experienced CentreVu Explorer user, click on the following options 
from the Navigator frame.
lAdministration—to access frames to do any of the following:
— Choose fields to display in query results
— Add, view, and edit agent names and login IDs
— Add or edit VDN names, split/skill names, or Reason Codes.
lExplorer Classic—to use the “ad-hoc” query capabilities of previous versions 
of CentreVu Explorer.
lAgent in Focus to access predefined queries for common reporting scenarios.
lCustom Query Builder—to build and customize queries. This is a new 
program to CentreVu Explorer II. See Chapter 5, “Custom Query Builder,” in 
this guide for more details.
lStandard Queries—to provide publicly available queries built through Custom 
Query Builder.
lUser-Defined Queries—to access queries built in Custom Query Builder.
lHelp Topics (a submenu from Help)—to access CentreVu Explorer II on-line 
help.
lHelp About (a submenu from Help)—to access the frames for:
— Checking the version and license numbers
— Setting up the session
— Enabling the Java plug-in option.
lGlossary (a submenu from Help)—to access glossary help topics. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Administration
Overview2-1
2CentreVu
ExplorerCentreVu
Explorer
Administration2
Overview2
This section describes how to administer the features of CentreVu® Explorer II and 
describes how to customize the CentreVu Explorer II for call centers. Examples are 
provided for each administrable feature. 
All CentreVu Explorer Version 1.0 1.x administration capabilities are available with 
CentreVu Explorer II. The new administrable features of CentreVu Explorer II allow 
you to customize CentreVu Explorer II to your call center by providing meaningful 
names to split/skills, vector directory numbers (VDNs), reason codes, and other 
External Call History Interface (ECHI) data elements, and by providing names to 
your Agent Login IDs.
Note:CentreVu Call Management System (CMS) does not currently support a 
method for propagating all administrable items such as Stroke Counts to 
the CentreVu Explorer II server. The synonyms that are automatically 
transferred from the CMS and are supported for CMS include: Agents, 
VDNs, and Vectors. For this reason, administrable items must be 
administered in the CMS and CentreVu Explorer II independently. Any 
administration performed in CentreVu Explorer II does not flow back to 
the CMS. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Administration
Accessing Administration Program2-2
Accessing Administration Program2
To access system administration, click on the Administration option from the 
Navigation menu. The following frame displays:
The Administration options you can view are dependent on your administrative 
rights and privileges.
Select Administration 
						

							   CentreVu Explorer II Version 1.0 User Guide
Administration
Administering Elements2-3
Administering Elements2
By clicking on Administration on the navigation frame, the following submenu 
options appear:
From the Administration submenu, you can administer:
lSynonyms—administrable elements (such as Agent, VDN, Vector, and others).
lLicense Elements—elements that you are only allowed to modify (CMS and 
ACD names).
lSecurity Items—administrable Login Accounts and Change Password.
Administration
Submenu
Select 
Administration 
						

							   CentreVu Explorer II Version 1.0 User Guide
Administration
Administering Elements2-4
Some of the administrable elements in CentreVu Explorer II are synonyms in the 
CMS—Agents, VDNs, and Vectors. The synonyms are set to flow automatically 
from the CMS to CentreVu Explorer II. This flow updates the synonyms 
automatically. The user can choose to modify synonyms directly on the CentreVu 
Explorer II server. However, these updates do not flow back up to the CMS.
From the Navigator frame, you can select various elements as submenus under the 
Administration option. Selecting an administration element in the left Navigator 
window displays the applicable items in the right frame. Therefore, each element 
can be administered through its own administration frame. All of the administration 
frames function similarly to each other. However, some administration frames 
include only some of the buttons and fields*. 
Elements Title Automatically 
Flows From CMS
Synonyms—you can modify, add, or expire these through Administration. See 
the “Administering Synonyms” section in this chapter for details.
Agent Name Administer Agent Names yes
VDN Names Administer VDN Names yes
Vector Names Administer Vector Names yes
Trunk Group Administer Trunk_Group Names no
Split/Skill Administer Split/Skill Names no
Stroke Count Administer Stroke_Count 
Namesno
Reason Code Administer Reason_Code 
Namesno
License Elements—you can only modify these through Administration. To add 
or delete licenses, use the license screen as discussed in the CentreVu Explorer 
II Installation for Windows NT or CentreVu Explorer II Installation for Sun 
guides.
*ACD Names Administer ACD Names no
*CMS Names Administer CMS Names no