Lucent Technologies Centrevu Supervisor Version 8 Guide

							   CentreVu Supervisor Version 8 Installation and Getting Started
Getting Started with CentreVu Supervisor
Exploring the CentreVu Supervisor Controller5-27
Menu Bar5
The menu bar lists the available menus. When you are logged into the CMS 
server, there are five menus available on the menu bar:
lConnect
lCommands
lTools
lScripts
lHelp.
NOTE:
The Commands menu item is available only when you are logged into the 
CMS server. All of the options in the Com
mands menu are 
CMS-specific.
The test on the following pages describes the options available from each menu. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Getting Started with CentreVu Supervisor
Exploring the CentreVu Supervisor Controller5-28
Connect5
The Connect menu shown below has the following options:
Menu Item Action
Lo
goutSelecting Logout from the Connect menu or the Logout 
button on the toolbar allows you to log out of the CMS 
server. When you select Lo
gout, a message box confirming 
the logout action displays. If you select OK, the logout 
sequence begins. Once the logout is complete, Supervisor is 
still open but you are not connected to the CMS server.
Ex
itSelecting Exit from the Connect menu closes the 
Supervisor application. If you are logged into the CMS 
server when you select Exit, a message box notifies you that 
you are logged in and asks if you wish to continue the exit. 
If you select Ye s, you are automatically logged out of the 
CMS server and Supervisor is closed. If you select No, the 
exit is cancelled and you are returned to the Controller, still 
logged into the CMS server. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Getting Started with CentreVu Supervisor
Exploring the CentreVu Supervisor Controller5-29
Commands5
The Commands menu shown below gives you access to the Reports, 
D
ictionary, Exceptions, Agent Administration, and Call Center 
Administration subsystems in CMS. It also gives you access to the Report 
W
izard.
Menu Item Action
R
eports When you select Reports from the Commands menu or 
select the Reports button on the toolbar, the R
eports 
selector window opens. You will see the following tabs to 
choose from:
lReal-Time
lHistorical
lIntegrated.
Any Custom Reports you have created are ported to 
Supervisor. You can view and print the reports in 
Supervisor. To edit the reports, or create new ones, use the 
Terminal Emulator or a CMS terminal.
From the R
eports command, you can view, print, and 
export data from all of the standard CMS reports, Custom 
CMS Reports, Supervisor Integrated and Graphical reports, 
and Report Designer reports. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Getting Started with CentreVu Supervisor
Exploring the CentreVu Supervisor Controller5-30
Dictionary When you select Dictionary from the Commands menu or 
select the Dictionary button on the toolbar, the D
ictionary 
selector window opens. You will see the following tabs to 
choose from:
lOperations
lReports.
From the D
ictionary command, you can assign names to 
splits/skills, trunk groups, call work codes, reason codes, 
ACDs, VDNs and vectors, enter and edit agent names and 
agent groups, view and define CMS database items and 
calculations, and modify split/skill and trunk string values.
E
xceptions When you select Exceptions from the Commands menu or 
select the Exceptions button on the toolbar, the E
xceptions 
selector window opens. You will see the following tabs to 
choose from:
lOperations
lReports.
From the E
xceptions command, you can administer timing 
or counting-based thresholds for exceptions and report on 
those exceptions.
A
gent 
AdministrationWhen you select Agent Administration from the 
C
ommands menu or select the Agent Administration 
button on the toolbar, the A
gent Administration 
selector window opens. You will see the following tabs 
to choose from:
lOperations
lReports.
From the A
gent Administration command, you can 
view, add, delete, or modify Agent-related parameters 
on the switch, such as Change Agent Skills. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Getting Started with CentreVu Supervisor
Exploring the CentreVu Supervisor Controller5-31
Call Center 
AdministrationWhen you select Call Center Administration from the 
C
ommands menu or select the Call Center button on 
the toolbar, the C
all Center selector window opens. 
You will see the following tabs to choose from:
lOperations
lReports
From the C
all Center command, you can view, add, 
delete, or modify call work codes, change VDN skill 
preferences, setup split/skill and VDN call profiles, and 
make trunk and VDN group assignments.
Report W
izard When you select Report Wizard form the Commands or 
select the Report Wizard button, the CentreVu 
Supervisor Report Wizard window appears. The wizard 
provides instructional help that guides you through a 
series of tasks that create a new customized report. 
Report Wizard is a supplement to Report Designer.
For more information about the Report Designer, see 
the CentreVu
® Report Designer Version 8 User Guide 
(585-210-930), or select Help in any Report Designer 
or Report Wizard window. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Getting Started with CentreVu Supervisor
Exploring the CentreVu Supervisor Controller5-32
Tools5
The Tools menu, in addition to accessing the Options window and the Add 
Button and R
emove Button wizards, gives you access to the CMS System 
Setup, M
aintenance, and User Permissions subsystems.
The T
ools menu has the following options
Menu Item Action
O
ptions... When you select Options from the Tools menu or select 
the Options button on the toolbar, the O
ptions window 
opens. You can set standard Supervisor preferences in the 
Options window. You will see the following tabs:
lGeneral
lReport Colors
lThreshold Colors
lName Format
lScripting.
NOTE:
Selecting the Scripting tab in the Options window lets you 
log script execution as minimum, normal, or maximum. 
This window also lets you select a default script owner 
(for automatic scripts). You can also specify a name for the 
log file and view the contents of the log file. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Getting Started with CentreVu Supervisor
Exploring the CentreVu Supervisor Controller5-33
Advanced... This menu item is used for debugging purposes. Do not 
change the settings on the Advanced window unless you 
are instructed to do so by a Lucent Technologies associate.
Ad
d Button Selecting the Add Button tool starts the Add Button 
wizard, which steps you through the process of creating a 
button and adding it to the toolbar.
R
emove 
Button...Selecting the Remove Button tool displays a window that 
tells you how to remove a button from the toolbar.
S
ystem SetupWhen you select System Setup from the Tools menu or 
select the CMS System Setup button on the toolbar, the 
CMS S
ystem Setup selector window opens. The only 
active tab in the CMS S
ystem Setup tool is the Operations 
tab.
From CMS S
ystem Setup you can view and modify 
information relevant to how the CMS and switch were 
configured during installation.
M
aintenance When you select Maintenance from the Tools menu or 
select the Maintenance button on the toolbar, the 
M
aintenance selector window opens. You will see the 
following tabs to choose from:
lOperations
lReports.
M
aintenance is where you perform routine maintenance 
of the CMS, including backing up data, checking on the 
status of the connection to the switch, and scanning the 
error log. Menu Item Action 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Getting Started with CentreVu Supervisor
Exploring the CentreVu Supervisor Controller5-34
Scripts5
The Scripts menu gives you access to the Organize Scripts window which 
displays all logged-in user’s scripts and script folders. The S
cripts menu 
appears as follows:
You will be able to perform the following functions in the Organize Scripts 
window:
lList script names, or show details regarding list size, type, and date 
modified
lAdd a new folder
lMove a script
lDelete a script
lRename the script.
NOTE:
Scripts are a replacement for Bookmarks. For more information, see Chapter 3, 
“Scripting,” in the CentreVu CMS R3V8 Administration (585-210-910) 
document.U
ser 
PermissionsWhen you select User Permissions from the Tools menu 
or select the User Permissions button on the toolbar, the 
U
ser Permissions selector window opens. The only active 
tab in the U
ser Permissions tool is the Operations tab.
U
ser Permissions is where the CMS Administrator 
defines CMS user IDs and access capabilities each user 
will have. Menu Item Action 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Getting Started with CentreVu Supervisor
Exploring the CentreVu Supervisor Controller5-35
An example of the Organize Scripts window is shown below:
Help5
The Help menu is the same when you are logged into the CMS as it is when 
you are not connected. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Getting Started with CentreVu Supervisor
Using the System Tray Icon5-36
Using the System Tray Icon5
The Supervisor icon resides in the system tray while the application is 
running. 
You can use the system tray icon in the following ways:
lWhen a real-time report threshold highlight Caution or Warning condition 
is met, the system tray icon will change to the Caution/Warning icon (as 
appropriate).
lSelect the system tray icon to display a list of all of the Supervisor 
windows that you have open. You can then select a window from the list 
to make it the current window.
If a report threshold highlight Caution or Warning condition has been met, the 
Caution/Warning icon (as appropriate) is displayed next to the report(s) 
affected by that condition.
Depending on the state shown for the system tray icon, one of the following 
things happens when you double click on the icon:
lIf the Supervisor icon is shown, the Controller becomes the current 
window.
lIf the Caution icon is shown, all reports that are currently running with a 
caution condition are brought to the front.
lIf the Warni ng icon is shown, all reports that are currently running with a 
warning condition are brought to the front.
You can control the sort order of the system tray icon menu and turn the 
feature on and off on the T
ools | Options General tab. For more information, 
see the CentreVu® CMS R3V8 Administration (585-210-910) document.