Lucent Technologies CentreVu Visual Vectors Release 8 User Guide

  Glossary CentreVu Visual Vectors User Guide Release 8
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Dictionary
A 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.
EAS 
See Expert Agent Selection.
Entity 
A generic term that refers to one of the following: Announcement, Split/Skill, Trunk Group, VDN, 
or Vector. Entities that 
CentreVu Visual Vectors can view or administer include...

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INFORMIX SQL
The interactive interface typically used to view the INFORMIX database.
Integrated Services Digital Network (ISDN)
A digital standard for telephony that enables, among other things, telephone, television, and 
computer signals on the same lines. This system may someday replace our existing telephone 
lines.
ISDN 
See Integrated Services Digital Network.
LAN 
See Local Area Network.
Local Area Network
A private interactive...

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Menu bar 
A menu bar is under the title bar of most windows. The menu bar shows the menu names available 
for that particular window (for example, File and Help). You select an item from one of these drop-
down menus.
Message Windows
Temporary windows used only for displaying information like syntactical field errors.
Multiuser Mode
Any administered CMS user can log into CMS. Data continues to be collected if data collection is 
“on.”
Name...

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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.
QUEUED
A trunk state. An ACD call has seized the trunk and is queued to a split/skill waiting for an agent 
to answer.
Read Permission
The CMS user can access and view data (for example, run reports or view the Dictionary...

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Skill
An 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. In relationship 
to your call center, think of skill as a specific customer need/requirement or perhaps a business 
need of your call center. You will be defining your skills based on the needs of your customers and 
your call center.
Skill Hunt...

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Time Format
The standard format for entering times on CMS reports. 
Acceptable formats are:
•AM/PM format (for example, 7:30AM-5:00PM).
•Military time format (for example, 7:30-17:00).
Title bar 
A title bar is across the top of most windows. The title bar shows the name of that particular window 
(for example, Navigator). Titles of open tool windows will be listed on the Window menu of 
CentreVu Framework.
Toolbar 
A toolbar is under the...

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VDN Assignment 
The VDN Assignment Wizard, accessed from 
CentreVu Framework, guides you through the 
process of assigning a vector and skill preference to a VDN. The windows that display after you 
select Vector Id or Skill Pref from the context menu of a VDN object are part of this tool.
VDN Calls-Counted
Also known as counted-calls to VDN and active VDN calls. A Call Vectoring capability available 
with G3V4 or later switches....

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Vector Editor 
This software tool, accessed from 
CentreVu Framework, allows you to create and edit vectors 
visually, by dragging and dropping icons representing commands from a palette and arranging 
them into vector steps in a work area. You can attach comments, change layout, and save and 
print the vectors.
Vector Step
One processing step in a vector. A vector step consists of a command and one or more conditions 
or parameters. These...

  Index CentreVu Visual Vectors User Guide Release 8
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Index
A
accelerator Keys
definition of.  .  .  .  .  .  .  .  .  .  .   2-3, 4-3, 5-3, GL-1
ACD
administering.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   1-6
ACD link status .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 2-11
ACD object  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 2-28, 2-33
ACD, multiple
description of.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   1-5
ACD, single
description of.  .  .  .  .  .  .  ....

  Index CentreVu Visual Vectors User Guide Release 8
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H
Hardware Platforms, supported.  .  .  .  .  .  .  .  .  .  . 1-3
Help menu  .  .  .  .  .  .  .  .  .  .  .   2-9, 2-12, 3-20, 4-23
help system.  .  .  .  .  .  .  .  .  .  .  .  .  . 2-13, 3-21, 4-25
I
input field
definition of.  .  .  .  .  .  .  .  .  .  .  .  .  .  . 2-3, 4-4, 5-3
input fields  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 3-25, 4-43
classes.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-24
name fields....