Lucent Technologies CentreVu Visual Vectors Release 8 User Guide

							  VDN Assignment Wizard CentreVu Visual Vectors User Guide Release 8
Using VDN Assignment Windows5-15
You may deselect one or more VDN(s) by reversing any of these actions, 
for example using the up arrowhead button 
­ to move highlighted VDNs in 
the Selected: list box back to the Available for Selection: list box.
Result:  The following figure shows the Selected list of VDNs below the 
filtered list of VDNs Available for Selection.
...........................................................................................................................................................................
3Select the Next button to go to the next window in the wizard.
Result:  The Edit Assignment window appears.
END OF STEPS.................................................................................................................................................................................... 
						

							  VDN Assignment Wizard CentreVu Visual Vectors User Guide Release 8
Using VDN Assignment Windows5-16
Edit Assignment windowTo use the last window of the VDN Assignment Wizard, do the following:
...........................................................................................................................................................................
1Confirm that the Selected ACD and Selected VDNs are correct.
Result:  The following figure shows the Selected ACD and Selected 
VDNs: 
						

							  VDN Assignment Wizard CentreVu Visual Vectors User Guide Release 8
Using VDN Assignment Windows5-17
...........................................................................................................................................................................
2Select the Edit button to assign the Selected VDN(s) to a vector or 
change other VDN object properties.
Result:  If you selected one VDN, the property window for that VDN will 
show editable values in its property fields. If you selected many VDNs 
with the same values, the property window will show the common 
values in the property fields. If you selected many VDNs with different 
values, the property window will show blank property fields for you to 
complete. 
						

							  VDN Assignment Wizard CentreVu Visual Vectors User Guide Release 8
Using VDN Assignment Windows5-18
...........................................................................................................................................................................
3Select a Vector Id from the drop-down list of available vectors. If the 
Selected VDN(s) already are assigned to a common vector, it is the 
default selection. 
If the selected VDN is not already assigned to a vector, then [none] is the 
default. You cannot assign [none] to a vector.
Result:  The following figure shows the Vector Id drop-down list: 
						

							  VDN Assignment Wizard CentreVu Visual Vectors User Guide Release 8
Using VDN Assignment Windows5-19
...........................................................................................................................................................................
4Select one or more skill preferences from the drop-down lists of 
available skills (if the EAS feature has been purchased and enabled on 
the selected ACD). If the Selected VDN(s) already are assigned  a 
common skill, they are the default selections. If you choose [none] for 
Skill Preference 1, then Skill Preference 2 and Skill Preference 3 also 
must be [none]. If you choose [none] for Skill Preference 2, then 
Skill Preference 3 also must be [none].  Note that choosing [none] 
will remove existing skill preferences from those selected VDNs that 
have them.
Result:  The following figure shows the Skill Preferences drop-down list: 
						

							  VDN Assignment Wizard CentreVu Visual Vectors User Guide Release 8
Using VDN Assignment Windows5-20
...........................................................................................................................................................................
5Select the OK button to commit all the VDN Assignment(s) and any 
other changes to VDN properties and close the window. You may also 
select the Apply button to commit changes but leave the VDN 
Properties window open for further input.
END OF STEPS.................................................................................................................................................................................... 
						

							  Glossary CentreVu Visual Vectors User Guide Release 8
GL
-1
Glossary
Accelerator Keys 
Keys that provide shortcuts to actions available on the menu.
Access Permissions
Permissions assigned to a user so that the user can access different areas of a server or 
administer specific entities (for example, splits/skills, trunk groups, vectors, and VDNs) of an ACD. 
Access permissions are specified as read or write permission. Read permission means the user 
can access and view data. Write permission means the user can add, modify, or delete data and 
execute processes.
ACD 
See Automatic Call Distribution.
Active VDN Calls 
Also known as counted-calls to VDN. 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 in a 
vector or at an agent.
Agent 
A person or VRU port that answers calls to an ACD split/skill. The agent  is known to CMS by a 
login identification keyed into a voice terminal.
Agent Login ID
A 1- to 4-digit number (Generic 2) or a 1- to 9-digit number (Generic 3) entered by an ACD agent 
from a voice terminal to activate the agent position. Agent logins are required for all CMS-
measured ACD agents. 
						

							  Glossary CentreVu Visual Vectors User Guide Release 8
GL
-2
Agent Skill 
An 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 20 skills. The meaning of each Agent Skill is defined by the customer. 
Examples of what could be considered skills are: the ability to speak a particular language or the 
expertise to handle a certain product.
See Primary Skill, Secondary Skill, and Skill Level.
Announcement 
A recorded voice message that normally tells the caller what destination  the call has reached. The 
announcement also often tries to persuade the  caller to stay on the line. With Call Vectoring, 
announcements can be part  of a vectors call processing. An announcement is assigned to a 
vector by  entering an announcement number.
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 Center World 
A collection of objects and entities that can be viewed and administered through 
CentreVu 
Framework. What you can access, edit or assign depends on your permissions.
Call Management System  (CMS)
A software product used by business customers that have Lucent  Technologies 
telecommunications switches/ECS and receive a large  volume of telephone calls that are 
processed through the Automatic Call  Distribution (ACD) feature of the switch/ECS. The CMS 
collects call-traffic  data, formats management reports, and provides an administrative  interface 
to the ACD feature in the switch/ECS.
Call Prompting 
A switch feature that routes incoming calls based on information entered  by the calling party, such 
as an account number. The caller receives an  announcement and is prompted to select an option 
from those listed in  the announcement. 
						

							  Glossary CentreVu Visual Vectors User Guide Release 8
GL
-3
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 Advocate
A set of features designed to enhance call and agent selection within a call center. 
CentreVu 
Advocate requires 
CentreVu Supervisor Version 6 or later, DEFINITY ECS R6 or later, and 
Expert Agent Selection. See 
CentreVu Advocate User Guide, 585-215-855 for more information.
CentreVu CMS
See Call Management System.
CentreVu Framework 
The Visual Vectors software window from which you access tools such as Navigator, Vector Editor, 
and VDN Assignment. You can also use Framework File menu items to Connect to or Disconnect 
from 
CentreVu CMS servers.
CentreVu Supervisor
The Call Management System client application for the 
Microsoft Corp. Windows operating 
environment.
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.
Current window 
The window in which you are currently working (usually indicated by a highlighted title bar). 
						

							  Glossary CentreVu Visual Vectors User Guide Release 8
GL
-4
Data Collection Off
CMS is not collecting ACD data. If you turn off data collection, CMS will not void data on current 
call activity.
Data Collection On 
CMS is collecting ACD data.
Database 
A group of files 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 Item 
A 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 Tables 
CMS uses these tables to collect, store, and retrieve ACD data. Standard  CMS items (database 
items) are names of columns in the CMS database  tables.
Date Format
The standard format for entering dates on Supervisor reports. 
Acceptable formats are:
•Month/day/year (for example, 3/21/93).
•A “-” offset based on todays date (for example, -1 for yesterday). You can also enter 
a range of numbers (for example, 0 through -7).
•Separating individual data entry items using a semicolon (for example, 3/21/93;3/23/
93;3/25/93)
•Entering ranges by placing a hyphen between entries (for example, 3/21/93-3/25/
93).
When you specify a date for a weekly report, that date or range of dates must correspond to the 
week start day selected in the System Setup-Storage Intervals window. If the date and day do not 
match, the message No records found displays in the status line.
The month start date must be the first day of the month.
Delete 
An action that removes the entry on the window from the database.