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Lucent Technologies CentreVu Visual Vectors Release 8 User Guide
Lucent Technologies CentreVu Visual Vectors Release 8 User Guide
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CentreVu® Visual Vectors User Guide Release 8 585-210-932 Comcode 108502220 Issue 1 December 1999
Copyright Ó 1999, Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in sub- stantial additional charges for your telecommunications services. You and your system manager are responsible for the security of your sys- tem, such as programming and configuring your equipment to prevent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration documents provided with this product in order to fully understand the features that can intro- duce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication ser- vices or facilities accessed through or connected to it. Lucent Technolo- gies will not be responsible for any charges that result from such unauthorized use. Lucent Technologies Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1-800-643-2353. Federal Communications Commission Statement Part 15: Class A Statement. This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commer- cial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communica- tions. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense. Part 15: Class B Statement. This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses, and can radiate radio-frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures: • Reorient the receiving television or radio antenna where this may be done safely. • To the extent possible, relocate the receiver with respect to the telephone equipment. • Where the telephone equipment requires ac power, plug the telephone into a different ac outlet so that the telephone equip- ment and receiver are on different branch circuits.Part 15: Personal Computer Statement. This equipment has been certi- fied to comply with the limits for a Class B computing device, pursuant to Subpart J of Part 15 of FCC Rules. Only peripherals (computing input/ output devices, terminals, printers, etc.) certified to comply with the Class B limits may be attached to this computer. Operation with noncertified peripherals is likely to result in interference to radio and television recep- tion. Part 68: Answer-Supervision Signaling. Allowing this equipment to be operated in a manner that does not provide proper answer-supervision sig- naling is in violation of Part 68 rules. This equipment returns answer- supervision signals to the public switched network when: • Answered by the called station • Answered by the attendant • Routed to a recorded announcement that can be administered by the CPE user This equipment returns answer-supervision signals on all DID calls for- warded back to the public switched telephone network. Permissible exceptions are: • A call is unanswered • A busy tone is received • A reorder tone is received Canadian Department of Communications (DOC) Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications. Le Présent Appareil Nomérique n’émet pas de bruits radioélectriques dépassant les limites applicables aux appareils numériques de la class A préscrites dans le reglement sur le brouillage radioélectrique édicté par le ministére des Communications du Canada. Trademarks • DEFINITY is a registered trademark of Lucent Technologies. • CentreVu is a registered trademark of Lucent Technologies. • CONVERSANT is a registered trademark of Lucent Technolo- gies. • Informix is a registered trademark of Informix Software, Inc. • Intel is a registered trademark of Intel. • Microsoft, MS, MS-DOS, Windows, Windows 95, Windows NT, and Access are registered trademarks of Microsoft Corpo- ration. • OpenLink is a trademark of OpenLink Software. • Crystal Reports is a trademark of SeaGate Software. • Solaris is a trademark of Sun Microsystems, Inc. • SPARC trademarks, including the SCD compliant logo, are trademarks or registered trademarks of SPARC International, Inc. SPARCstation, SPARCserver, SPARCengine, SPARC- works, and SPARCompiler are licensed exclusively to Sun Microsystems, Inc. Products bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems, Inc. • Sun and Sun Microsystems are trademarks or registered trade- marks of Sun Microsystems, Inc. • Ultra Enterprise 3000 and Ultra 5 are trademarks of Sun Microsystems, Inc. • UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open Company Limited. • All other products mentioned herein are the trademarks of their respective owners.
Ordering Information Call: Lucent Technologies Publications Center Voice: 1-800-457-1235 International Voice: 317-322-6416 Fax: 1-800-457-1764 International Fax: 317-322-6699 Write: Lucent Technologies BCS Publications Center 2855 N. Franklin Road Indianapolis, IN 46219 Order: Document No. 585-210-932 Comcode 108502220 Issue 1, December 1999 You can be placed on a Standing Order list for this and other documents you may need. Standing Order will enable you to automatically receive updated versions of individual documents or document sets, billed to account information that you provide. For more information on Standing Orders, or to be put on a list to receive future issues of this document, please contact the Lucent Technologies Publications Center. War ra n ty Lucent Technologies provides a limited warranty on this product. Refer to the “Limited use Software License Agreement” card provided with your package. European Union Declaration of Conformity Lucent Technologies Business Communications Systems declares that XXX equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive 89/336/EEC Low Voltage Directive 73/23/EEC The “CE” mark affixed to the equipment means that it conforms to the above Directives. Disclaimer Intellectual property related to this product (including trademarks) and registered to AT&T Corporation has been transferred to Lucent Tech- nologies Incorporated. Any references within this text to American Telephone and Telegraph Corporation or AT&T should be interpreted as references to Lucent Tech- nologies Incorporated. The exception is cross references to books pub- lished prior to December 31, 1996, which retain their original AT&T titles. Heritage Statement Lucent Technologies—formed as a result of AT&T’s planned restructur- ing—designs, builds, and delivers a wide range of public and private net- works, communication systems and software, consumer and business telephone systems, and microelectronics components. The world- renowned Bell Laboratories is the research and development arm for the company. Comments To comment on this document, return the comment card at the front of the document.Acknowledgment This document was developed by Lucent Technologies Global Learning Solutions Organization.
Table of Contents CentreVu® Visual Vectors User Guide Release 8 CentreVu Visual Vectors User Guide Release 8 v About this information product . . . . . . . . . . . . . . . . . . . . ix Reason for reissue . . . . . . . . . . . . . . . . . . . . . . . . ix Safety labels . . . . . . . . . . . . . . . . . . . . . . . . . . ix How to use this information product . . . . . . . . . . . . . . . . x Conventions used . . . . . . . . . . . . . . . . . . . . . . . . xi Related documentation . . . . . . . . . . . . . . . . . . . . . . xi How to order . . . . . . . . . . . . . . . . . . . . . . . . . . xi 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Overview . . . . . . . . . . . . . . . . . . . . . 1-1 General Information . . . . . . . . . . . . . . . . . . . . . . . 1-2 Overview . . . . . . . . . . . . . . . . . . . . . 1-2 Platforms and Required Software . . . . . . . . . . . . . 1-3 Supported Switches . . . . . . . . . . . . . . . . . 1-5 Prerequisite Switch and CentreVu CMS Features . . . . . . . . 1-6 Things to Know Before Using Visual Vectors . . . . . . . . . . . . . 1-7 Overview . . . . . . . . . . . . . . . . . . . . . 1-7 Interactions With CentreVu Supervisor . . . . . . . . . . . 1-8 Interactions With CentreVu CMS . . . . . . . . . . . . . 1-9 Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . 1-10 Overview . . . . . . . . . . . . . . . . . . . . . 1-10 Terms You Need to Know . . . . . . . . . . . . . . . 1-11 Things to Know About Call Center Data . . . . . . . . . . . . . . . 1-14 Overview . . . . . . . . . . . . . . . . . . . . . 1-14 How CentreVu CMS Stores and Tracks ACD Data . . . . . . . 1-15 Prerequisite System Administration . . . . . . . . . . . . . . . . 1-16 Overview . . . . . . . . . . . . . . . . . . . . . 1-16
CentreVu Visual Vectors User Guide Release 8 vi Configuring Visual Vectors Server . . . . . . . . . . . . 1-17 CentreVu Visual Vectors Training . . . . . . . . . . . . . 1-20 2 Setting Up Your Call Center World . . . . . . . . . . . . . . . . . . . 2-1 Overview . . . . . . . . . . . . . . . . . . . . . 2-1 Call Center World Overview . . . . . . . . . . . . . . . . . . . . 2-2 Overview . . . . . . . . . . . . . . . . . . . . . 2-2 Terms You Need to Know . . . . . . . . . . . . . . . 2-3 Adding and Deleting Objects in the Call Center World . . . . . . . . . 2-5 Overview . . . . . . . . . . . . . . . . . . . . . 2-5 Basic Framework Window Features . . . . . . . . . . . . 2-6 Basic Navigator Window Features . . . . . . . . . . . . 2-10 Using Visual Vectors Windows . . . . . . . . . . . . . . 2-13 Adding New CentreVu CMS Servers . . . . . . . . . . . . 2-14 Adding objects . . . . . . . . . . . . . . . . . . . 2-16 Selecting objects and performing actions . . . . . . . . . . 2-18 Deleting objects . . . . . . . . . . . . . . . . . . 2-19 Renaming objects . . . . . . . . . . . . . . . . . . 2-20 Changing other object properties . . . . . . . . . . . . 2-22 Rules for Field Entry . . . . . . . . . . . . . . . . . 2-24 Call Center World Objects . . . . . . . . . . . . . . . . . . . . . 2-25 Overview . . . . . . . . . . . . . . . . . . . . . 2-25 Objects in Your Call Center World. . . . . . . . . . . . . 2-26 Call Center World Object Properties . . . . . . . . . . . . . . . . 2-31 Overview . . . . . . . . . . . . . . . . . . . . . 2-31 Properties of Objects . . . . . . . . . . . . . . . . . 2-32 3 Using Framework and Navigator . . . . . . . . . . . . . . . . . . . 3-1 Overview . . . . . . . . . . . . . . . . . . . . . 3-1 Framework Software Overview . . . . . . . . . . . . . . . . . . . 3-2 Overview . . . . . . . . . . . . . . . . . . . . . 3-2 Frameworks Features . . . . . . . . . . . . . . . . 3-3 Closing windows . . . . . . . . . . . . . . . . . . 3-4 Disconnecting and exiting the software . . . . . . . . . . . 3-5
CentreVu Visual Vectors User Guide Release 8 vii How to Access Framework . . . . . . . . . . . . . . . . . . . . 3-6 Overview . . . . . . . . . . . . . . . . . . . . . 3-6 Starting CentreVu Framework . . . . . . . . . . . . . . 3-7 Accessing objects in your Call Center World . . . . . . . . . 3-8 Connecting to a CentreVu CMS Server . . . . . . . . . . . 3-10 Selecting and Running Navigator . . . . . . . . . . . . . . . . . . 3-13 Overview . . . . . . . . . . . . . . . . . . . . . 3-13 Basic Navigator Window Features . . . . . . . . . . . . 3-14 Using Navigator Window Features . . . . . . . . . . . . 3-21 Navigating Your Call Center World . . . . . . . . . . . . . . . . . 3-22 Overview . . . . . . . . . . . . . . . . . . . . . 3-22 Exploring an Object . . . . . . . . . . . . . . . . . 3-23 Using Property Windows . . . . . . . . . . . . . . . 3-24 Completing Input Fields . . . . . . . . . . . . . . . . 3-25 4 Using the Vector Editor . . . . . . . . . . . . . . . . . . . . . . . 4-1 Overview . . . . . . . . . . . . . . . . . . . . . 4-1 Vector Editor Overview . . . . . . . . . . . . . . . . . . . . . . 4-2 Overview . . . . . . . . . . . . . . . . . . . . . 4-2 Terms You Need to Know . . . . . . . . . . . . . . . 4-3 Visual Vectors Features . . . . . . . . . . . . . . . . 4-7 Starting the Vector Editor . . . . . . . . . . . . . . . 4-8 Accessing Vectors in your Call Center World . . . . . . . . . 4-9 Closing windows . . . . . . . . . . . . . . . . . . 4-12 Disconnecting and exiting the software . . . . . . . . . . . 4-13 Using the Vector Editor . . . . . . . . . . . . . . . . . . . . . . 4-14 Overview . . . . . . . . . . . . . . . . . . . . . 4-14 Basic Vector Editor Window Features . . . . . . . . . . . 4-15 Using Vector Editor Menus and Palettes . . . . . . . . . . 4-24 Opening Vectors . . . . . . . . . . . . . . . . . . 4-26 Saving Vectors . . . . . . . . . . . . . . . . . . . 4-30 Using Step Property Windows . . . . . . . . . . . . . . 4-33 Completing Input Fields . . . . . . . . . . . . . . . . 4-43
CentreVu Visual Vectors User Guide Release 8 viii Vector Scenarios . . . . . . . . . . . . . . . . . . 4-44 Printing Vectors . . . . . . . . . . . . . . . . . . . . . . . . . 4-54 Overview . . . . . . . . . . . . . . . . . . . . . 4-54 Printing a Vector . . . . . . . . . . . . . . . . . . 4-55 Print Windows . . . . . . . . . . . . . . . . . . . 4-57 5 VDN Assignment Wizard . . . . . . . . . . . . . . . . . . . . . . . 5-1 Overview . . . . . . . . . . . . . . . . . . . . . 5-1 VDN Assignment Overview . . . . . . . . . . . . . . . . . . . . 5-2 Overview . . . . . . . . . . . . . . . . . . . . . 5-2 Terms You Need to Know . . . . . . . . . . . . . . . 5-3 Starting the VDN Assignment Wizard . . . . . . . . . . . 5-6 Disconnecting and exiting the wizard . . . . . . . . . . . 5-7 Using the VDN Assignment Wizard . . . . . . . . . . . . . . . . . 5-8 Overview . . . . . . . . . . . . . . . . . . . . . 5-8 Basic VDN Assignment Wizard Features . . . . . . . . . . 5-9 Using VDN Assignment Windows . . . . . . . . . . . . . 5-11 Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . GL-1 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IN-1
About this information product CentreVu Visual Vectors User Guide Release 8 ix About this information product PurposeThe CentreVu Visual Vectors User Guide 585-210-932 is written primarily for the CentreVu Call Management System (CMS) administrator who has access to all areas on one or more CentreVu CMS server(s), and secondarily for auxiliary administrators and split/skill supervisors who have limited access (for example, to Vectors and Vector Directory Numbers). This book specifically addresses the DEFINITY Enterprise Communications Server (ECS) functionality of CentreVu CMS. If you are implementing CentreVu CMS R3V8 server for the first time, you will have DEFINITY ECS R8. This call center configuration supports all of the functions accessible using CentreVu Visual Vectors software. Where to begin Read “Setting Up Your Call Center World” and “Using Framework and Navigator” to learn how to use the CentreVu Framework interface. Reason for reissueThis document is being reissued to support Visual Vectors Release 8.0. Safety labelsActions or inactions that may cause difficulties are labeled as follows:
About this information product CentreVu Visual Vectors User Guide Release 8 x Caution CAUTION Indicates that failure to take or avoid a specified action could result in loss of data. Warning WARNING Indicates that failure to take or avoid a specified action could result in physical harm to the operator or the equipment. How to use this information productThe following table describes the contents of each chapter and appendix in this document. No. Title Contents 1 Introduction Generally describes CentreVu Framework and Visual Vectors and includes things you should know before using the product. 2 Setting Up Your Call Center WorldDescribes how to use the Navigator user interface to set up the objects in your Call Center World. 3 Using Framework and the NavigatorDescribes the CentreVu Framework user interface, and tells you how to view objects and perform actions with the Navigator tool. 4 Using the Vector Editor Tells you how to use the Vector Editor to create new and edit existing vectors, as well as to attach comments, display and print vectors. 5 Using the VDN Administration WizardTells you how to use this wizard- based interface to assign VDNs to vectors and set Skill Preferences.