Lucent Technologies CentreVu Visual Vectors Release 8 User Guide

							  Using the Vector Editor CentreVu Visual Vectors User Guide Release 8
Terms You Need to Know4-3
............................................................................................................................................................................................................................................................Terms You Need to Know
Te r m sBefore you begin using the software, you should know the meaning of 
several terms. These terms, as well as others, are also defined in the 
Glossary.
Accelerator Keys   Keys that provide shortcuts to actions available on the 
menu.
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.
See Redirect On No Answer and Auto-Available Split.
Call Vectoring  A switch feature that provides a highly flexible method for 
processing ACD calls using VDNs and vectors as processing points 
between trunk groups and splits. Call vectoring permits treatment of calls 
that is independent of splits.
Similar to a computer program, a call vector is a set of instructions that 
control the routing of incoming calls based on conditions that occur in a 
call center environment. Examples of call vector conditions include time of 
day and the number of calls in queue.
CentreVu Visual Vectors window   The window in which you are 
currently working (usually indicated by a highlighted title bar). Visual 
Vectors has a Framework window and windows for each of the tools, 
including Navigator, Vector Editor, and VDN Assignment.
Container   An object in your Call Center World that logically contains 
other entities or objects. For example, each CMS object in your Call 
Center World can contain as many as 8 ACD objects, each of which 
contains entity folders (for announcements, split or skill objects, trunk 
groups, VDNs, and vectors).
Context menu   A menu with specific actions for an entity or item.
Expert Agent Selection (EAS)  Expert Agent Selection (EAS) is an 
optional switch feature that builds on the power of the Call Vectoring and 
ACD features of the switch to match the skills required to handle a 
particular call to an agent who has at least one of the skills that a caller 
requires. The ACD queuing and the Queue and Check  vector commands 
are used to route a call to an agent with the appropriate skill to handle that 
call. With EAS, call distribution is based on skill.
CentreVu CMS collects data on skills in the same manner as it collects 
data on splits. 
						

							  Using the Vector Editor CentreVu Visual Vectors User Guide Release 8
Terms You Need to Know4-4
CentreVu CMS also reports VDN data by VDN skill preference, so that 
customers can assess the call center performance relative to calls 
requiring particular skills. CMS reports how many calls were handled, how 
long these calls waited for service, and the average talk time for calls 
queued to a particular skill preference in a particular VDN.
Folder   An object in the Navigator tool that contains entities 
(announcements, splits/skills, trunk groups, VDNs, and vectors). Folders 
are used to visually group all entities of a specific type for an ACD.
Input field   An area in a window into which you enter one or more valid 
values. Valid values may be integers, for example, or names assigned in 
the 
CentreVu CMS Dictionary.
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.
Name (synonym) fields    Fields in which you may enter a name 
(synonym) that has been assigned in the CMS Dictionary (for example, the 
name of a vector).
Object   Any item which may appear in your Call Center World through the 
Navigator tool. Objects can be containers of other objects or entities 
(VDNs folder), or an object may be an administrable entity itself (VDN).
Skill  Attributes of ACD agents with the EAS feature enabled. 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.
ScratchPad  The Default ScratchPad name is a container area on your 
PC designed to save vectors off-line. ScratchPad is available any time. 
You can create a hierarchy of sub-folders under the default folder by 
selecting New ScratchPad from Navigators File menu.
Status bar   A status bar is across the bottom of some windows. The 
status bar shows information about the current action in that window.
Switch  A private switching system providing voice-only or voice and data 
communications services (including access to public and private networks) 
for a group of terminals within a customers premises. 
						

							  Using the Vector Editor CentreVu Visual Vectors User Guide Release 8
Terms You Need to Know4-5
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 menu bar of most windows. Toolbar icons 
represent actions you can perform.
To o l s  m e n u    A drop-down menu on the 
CentreVu Framework menu bar 
that gives you access to the Navigator, Vector Editor, and VDN 
Assignment tools.
Tooltips   Tooltips are available in most windows by placing the mouse 
cursor over an item for two seconds. Tooltips usually describe the actions 
performed by selecting an icon. Tooltips can be disabled on the 
Preferences window accessed from the File menu of 
CentreVu 
Framework.
VDN  See Vector Directory Number.
VDN Assignment Wizard   A series of dialogue boxes that displays after 
you select it from the Tools menu or toolbar. It consists of several steps 
presented in the dialogue boxes; for example, one filters and selects the 
VDNs you wish to assign, and another performs the assignment(s).
VDN Calls-Counted  Also known as counted-calls to VDN and active 
VDN calls. A Call Vectoring capability available with G3V4 or later 
switches. Counted-calls to VDN is a parameter of the go to step and go 
to vector commands that provides conditional branching (to a different 
step in the same vector or to a different vector) based on the number of 
incoming trunk calls a VDN is currently processing.
VDN Skill Preference  Up to three skill(s) can be assigned to a VDN. 
Calls use VDN skills for routing based on your preference (as you 
administer it in the vector). VDN skill preferences are referred to in the 
vector as “1st,” “2nd,” or “3rd.”
Vector  A list of steps that process calls in a user-defined manner. The 
steps in a vector can send calls to splits, play announcements and music, 
disconnect calls, give calls a busy signal, or route calls to other 
destinations. Calls enter vector processing via VDNs, which may have 
received calls from assigned trunk groups, from other vectors, or from 
extensions connected to the switch.
Vector Command    A vector step that describes the action to be 
executed for a call (for  example, Queue, check, disconnect). 
						

							  Using the Vector Editor CentreVu Visual Vectors User Guide Release 8
Terms You Need to Know4-6
Vector Directory Number (VDN)  An extension number that enables calls 
to connect to a vector for processing. A VDN is not assigned an equipment 
location. It is assigned to a vector. A VDN can connect calls to a vector 
when the calls arrive over an assigned automatic-in trunk group or when 
calls arrive over a dial-repeating (DID) trunk group and the final digits 
match the VDN. The VDN by itself may be dialed to access the vector from 
any extension connected to the switch.
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 conditions or 
parameters are found on a steps Properties window in Visual Vectors 
client software.
Vector Step Condition  A condition accompanying a vector command 
that defines the circumstances in which the command will be applied to a 
call. These conditions are found on a steps Properties window in Visual 
Vectors client software. 
						

							  Using the Vector Editor CentreVu Visual Vectors User Guide Release 8
Visual Vectors Features4-7
............................................................................................................................................................................................................................................................Visual Vectors Features
Software functionsVisual Vectors Vector Editor has two main functions:
• To allow visual creation and editing of vectors by an easy, drag-and-
drop method
• To annotate (by attaching comments) and to print representations of 
vectors.
Note that the Navigator tool supplies a read-only plain text view of vectors 
for users familiar with accessing vectors via a terminal. 
						

							  Using the Vector Editor CentreVu Visual Vectors User Guide Release 8
Starting the Vector Editor4-8
............................................................................................................................................................................................................................................................Starting the Vector Editor
How to start the Vector
EditorUse the steps below to start Vector Editor for Microsoft Corp. Windows 95/
9
8 or Microsoft Corp. Windows NT 4.0.
...........................................................................................................................................................................
1Select Start from the taskbar.
...........................................................................................................................................................................
2Select Programs from the Start menu.
...........................................................................................................................................................................
3Select the Lucent CentreVu Visual Vectors 8.0 program group.
...........................................................................................................................................................................
4Select CentreVu Visual Vectors 8.0 from the menu.
...........................................................................................................................................................................
5Select Vector Editor from the Tools menu or toolbar in the CentreVu 
Framework window and the type of vector you want. You can also 
double-click on a vector in Navigator.
Result:  The CentreVu Framework and Vector Editor tool windows are 
displayed. Although Framework is now running, you are not connected 
to a 
CentreVu CMS server.
Result:  The following figure illustrates how the main window appears 
before connecting to a CMS server.
END OF STEPS.................................................................................................................................................................................... 
						

							  Using the Vector Editor CentreVu Visual Vectors User Guide Release 8
Accessing Vectors in your Call Center World4-9
............................................................................................................................................................................................................................................................Accessing Vectors in your Call Center World 
How to access vectorsTo access vectors in your Call Center World, complete the following steps:
...........................................................................................................................................................................
1Select Navigator from the Tools menu or CentreVu Framework toolbar.
Result:  The Navigator window opens. 
						

							  Using the Vector Editor CentreVu Visual Vectors User Guide Release 8
Accessing Vectors in your Call Center World4-10
...........................................................................................................................................................................
2Select an object that can contain a vector, such as the scratchpad or an 
ACDs Vector Folder in the Navigator window.
Result:  The objects contained in the folder appear in the right-hand 
pane of the Navigator window. 
						

							  Using the Vector Editor CentreVu Visual Vectors User Guide Release 8
Accessing Vectors in your Call Center World4-11
...........................................................................................................................................................................
3From the File menu in Navigator, or on the Navigator toolbar, select new 
if you are working with on-line vectors or R6 Vector (EAS), R6 Vector 
(EAS Non-Prompting), R6 Vector (Non-EAS,), R6  Vector (Non-EAS 
Non-Prompting), R8 Vector (EAS), R8 Vector (EAS Non-Prompting), R8 
Vector (Non-EAS,), or R8  Vector (Non-EAS Non-Prompting) if you are 
working with off-line vectors. These choices allow you to see a vectors 
properties or to add, move, delete or rename a vector.
Result:  If you selected: 
• A new on-line vector the window opens for you to specify the 
Name and Id. If you selected an off-line vector, the window opens 
for you to specify only the Name.
• Rename — the Renaming Vector window opens for you to edit the 
vectors name.
• Delete — the selected object is replaced with a blank object.
• Properties — the Properties window for the selected object opens.
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4Select OK.
END OF STEPS.................................................................................................................................................................................... 
						

							  Using the Vector Editor CentreVu Visual Vectors User Guide Release 8
Closing windows4-12
............................................................................................................................................................................................................................................................Closing windows
How to close windowsTo close an open tool such as the Vector Editor window, select Close from 
the File menu, or press 
Alt+ F4. If you have unsaved changes to the 
current vector, you will be prompted to save them.
To close all windows, select the Close All item on the Window menu from 
the 
CentreVu Framework window.