Lucent Technologies Centrevu Supervisor Version 8 Guide

							   CentreVu Supervisor Version 8 Installation and Getting Started
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CentreVu
Supervisor
Glossary0
ACDSee Automatic Call Distribution.
Actions MenuA menu in the upper-left corner of the 
Supervisor Operations windows. The menu 
lists the actions available for that particular 
user window (for example, add, modify, and 
delete). You select an action after entering the 
necessary data in the user window.
AddA Supervisor action that adds the data 
entered in the given window to the CMS 
database.
Add/Remove 
Programs 
WizardA Windows feature that guides you through a 
series of steps in order to remove programs 
that have been installed on your computer. 
The Add/Remove icon is found in the Control 
Panel dialog box. 
						

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Administrator 
PrivilegesPermissions assigned to a Centrevu 
Supervisor user in order to administer specific 
elements, such as installing 
CentreVu 
Supervisor on a network. Access permissions 
are specified as read or write permission. 
Read permission means the user can access 
and view only Supervisor data. Write 
permission means the Supervisor user can 
add, modify, or delete Supervisor data.
AgentA person who answers calls to an extension in 
an ACD split/skill. The agent is known to CMS 
by a login identification keyed into a voice 
terminal.
Agent 
ReportsA group of reports that give the status of 
agents in an agent group, selected splits or 
skills, or real-time information and statistics.
Agent SkillAn attribute that is associated with an ACD 
agent. Agent Skills can be thought of as the 
ability for an agent with a particular set of 
skills to handle a call that requires one of a set 
of skills. An agent can be assigned up to four 
skills. 
Application 
FolderA folder on the network server that holds 
CentreVu Supervisor application software—
executables and components. 
						

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Automatic 
Call 
Distribution 
(ACD)A switch feature using software that channels 
high-volume incoming and outgoing call traffic 
to agent groups (splits or skills). 
Also an agent state where the extension is 
engaged on an ACD call.
Automatic 
ScriptA Supervisor feature that launches a new 
Supervisor session that logs into CMS and 
runs the requested tasks in the background. 
Actions do not display on the PC. See also
 
Interactive Script
 and Script.
AutoPlayA Windows feature that causes an application 
on a CD-ROM to run without any user 
interaction as soon as the CD-ROM is 
inserted into the drive.
Call 
Management 
System 
(CMS)A software product used by business customers that 
have AT&T telecommunications switches and receive 
a large volume of telephone calls that are processed 
through the Automatic Call Distribution (ACD) feature 
of the switch. The CMS collects call-traffic data, 
formats management reports, and provides an 
administrative interface to the ACD feature in the 
switch.
CentreVu 
AdvocateA collection of ECS features that provide new 
flexibility in the way a call is selected for an agent in a 
call surplus situation and in the way that an agent is 
selected for a call.
ClientA single PC that uses CentreVu Supervisor. 
						

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CMSSee Call Management System.
ControllerA Supervisor feature that allows the user to 
access CMS reports and operations. The 
Controller includes a toolbar, a menu bar, a 
status bar, tooltips, and indicators/
Custom 
ReportsReal-time or historical reports that have been 
customized from standard reports or created 
from scratch.
DatabaseA group of tables 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 
ItemA 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, 
etc.) or statistical data on ACD performance (number 
of ACD calls, wait time for calls in queue, current 
states of individual agents, etc.).
Database 
Ta b l eCMS uses these tables to collect, store, and retrieve 
ACD data. Standard CMS items (database items) are 
names of columns in the CMS database tables.
Data PointsPoints of historical data. A data point should 
include data for each interval of the working 
day.
DeleteA Supervisor action that removes the entry on 
the window from the CMS database. 
						

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Designer 
ReportsCustomized reports that can be created using 
CentreVu Supervisor’s Report Designer feature, and 
which are run from 
CentreVu Supervisor.
Dialog BoxA small on-screen window that conveys or 
requests information from the user. This 
window can contain list boxes, text boxes, 
tabbed pages, and so forth.
DictionaryA CMS subsystem that can be used to assign names 
to various call center elements such as login IDs, 
splits/skills, trunk groups, VDNs and vectors. These 
names appear on reports, making them easier to 
interpret.
Edit MenuA menu on the Supervisor Operations 
windows. The menu lists the actions available 
for that particular user window (for example, 
cut, copy, and paste). 
ExceptionA type of activity on the ACD which falls 
outside of the limits you have defined. An 
exceptional condition is defined in the CMS 
Exceptions subsystem, and usually indicates 
abnormal or unacceptable performance on 
the ACD (by agents, splits/skills, VDNs, 
vectors, trunks, or trunk groups).
Exceptions 
ReportsDisplay occurrences of unusual call-handling 
events.
Find OneA CMS action that searches the database for entries 
thatch the input value. 
						

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GraphicsA CMS reporting option that allows you to view some 
reports in bar graph format.
Grayed OutWhen you do not have access to a menu or action list 
item, it will be grayed out (that is, dimmed or displayed 
in a different color from the rest of the menu or action 
list).
Historical 
ReportsDisplay past ACD data for various agent, split/skill, 
trunk, trunk group, vector, or VDN activities. A report 
summary of call data into daily, weekly or monthly 
totals
HTMLSee HyperText Markup Language.
HypertextA linkage between related text. For example, 
if you select a word in a sentence, information 
about that word is retrieved if it exists, or the 
next occurrence of the word is found.
HyperText 
Markup 
LanguageA standard for defining documents with 
hypertext links. See also 
Hypertext.
Input FieldAn area on window where you specify 
information that you would like to view, add, 
modify, or delete.
Installation 
FolderA folder on the network that holds all of the 
CentreVu Supervisor files. Setup.exe
 is run 
from this folder to install Supervisor on each 
client computer. 
						

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Integrated 
ReportsIntegrated reports compile call center 
information from any starting point in the last 
24 hours up to and including the current 
interval.
Interactive 
ScriptA Supervisor feature that runs the requested 
tasks in the current Supervisor session and 
displays the actions on the PC. You can input 
requested information while the script is 
running. See also 
Automatic Script and Script.
JumpIn Help, a command that moves you from the 
currently displayed topic to another topic.
LANSee Local Area Network.
List AllA CMS action that lists all the entries that matched the 
current field values.
Local Area 
Network 
(LAN)Two or more computers connected by cable 
and using a suitable operating system and 
application software so they can directly share 
hard disks, printers, and other peripherals, 
and files.
Local 
InstallationWith this type of installation, you install all of 
the Supervisor software to disk space local to 
each computer from a CD-ROM or from the 
network.
LogA file that contains a record of computer 
activity as well as backup and recovery data. 
						

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MaintenanceA CMS subsystem that is used for doing 
routine maintenance of the 
CentreVu CMS, 
such as backing up data, checking on the 
status of the connection to the switch, and 
scanning the error log.
Name FieldsFields in which you may enter a name (synonym) that 
has been entered in the Dictionary subsystem (for 
example, names of agents, splits/skills, agent groups, 
trunk groups, vectors, VDNs).
Network 
ServerA computer in a network shared by multiple users.
Pop-upA small window containing information that 
displays over a Help window.
Queue/Agent 
ReportsA group of reports that give the status of all 
top agents in a skill and queue status, or skill 
status for a selected skill.
Readme FileA file that provides up-to-the-minute 
information on a newly released product; in 
this case, 
CentreVu Supervisor.
Read-OnlyA folder or file that can be read, but not 
updated or erased. 
						

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Real-Time 
ReportsDisplay current ACD call activity on agents, 
splits/skills, trunks, trunk groups, vectors, and 
VDNs for the current or previous intrahour 
interval. Current intrahour interval real-time 
reports are constantly updated as data 
changes during the interval. Previous 
intrahour interval real-time reports show data 
totals for activity that occurred in the previous 
intrahour interval.
RegistryThe system-wide depository of information 
supported by 
Windows. The registry contains 
information about the system and its 
applications, including clients and servers.
Report 
DesignerA CentreVu Supervisor feature that enables 
users to design their own reports.
Report 
WizardA CentreVu Supervisor feature that delivers 
user assistance, by way of a wizard, to quickly 
and easily generate new customized reports. 
The wizard provides instructional help that 
guides the user through a series of tasks that 
create a new customized report. Report 
Wizard is a supplement to Report Designer.
RunA Windows command that lets you execute a 
program, such as Supervisor installation. 
						

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ScriptingA CMS feature lets you automate actions 
such as changing an agent’s skills, running 
reports, exporting report data, and many other 
CMS functions. For example, you can create 
a script to run a specified report and export 
the data on schedule. 
ScrollTo use the bar on the side of the report 
window to move forward, backward, up, or 
down within a window.
Setup 
ProgramA program that configures a system for a 
particular environment; for example, it informs 
the system of a new device or interface, such 
as 
CentreVu Framework.
Shared 
InstallationWith this type of installation, the CentreVu 
Supervisor application software is installed to 
a shared application folder on the network 
server, but user-specific files and logs are 
stored in a Supervisor folder on each user’s 
PC or on their own network drive.
ShortcutAn icon on your computer screen that enables 
you to select and run an application (for 
example, 
CentreVu Supervisor) quickly and 
easily.
SkillAn attribute that is assigned to an ACD Agent. 
Agent Skills can be thought of as the ability for 
an Agent with a particular set of skills to 
handle a call which requires one of those 
skills.