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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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About this information product CentreVu Visual Vectors User Guide Release 8 xi Conventions usedThe following conventions are used throughout this document. Product release DEFINITY Enterprise Communications Server (ECS) is referred to as “ECS.” Unless otherwise noted, the term ECS refers to Release 6 or later. The functionality of earlier switch releases is noted if it differs from that of Releases 5, 6, and 8. Document number Lucent publication titles are followed by their document number. For example, See CentreVu Visual Vectors Installation & Getting Started, 585- 210-933 for more information. Typography Courier font designates input and output. •Input is something you type into the user interface. For example, Ty p e x next to Printer, Terminal, or File. •Output is a character, word or phrase that the system generates. For example, Please wait for initialization ..... Italic font highlights references to file names and directories. For example, /cms. Related documentationThere are many documents that can help you use CentreVu CMS to its maximum capability. The title and document number of the most important ones are listed here. • CentreVu Visual Vectors Installation and Getting Started, 585-210-933 • CentreVu CMS R3V8 Administration, 585-210-910 • Lucent Call Center Change Description, 585-215-853 • CentreVu CMS R3V8 Upgrades and Migration, 585-210–913 • CentreVu CMS R3V8 Software Installation and Maintenance, 585- 215–866 • Lucent Call Center Documentation CD-ROM, 585-210-926. How to orderBy telephone: Lucent Technologies Publications Center Voice: 1-800-457-1235 or International Voice: 317-322-6416 Fax: 1-800-457-1764 or International Fax: 317-322-6699
About this information product CentreVu Visual Vectors User Guide Release 8 xii By mail: Lucent Technologies Publications Center 2855 N. Franklin Road Indianapolis, IN 46219 US Order: Document No. 585-210-932 Comcode No. 108502220 Issue 1, December 1999 For additional documents, refer to Related documentation . 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.
Introduction CentreVu Visual Vectors User Guide Release 8 1 -1 1 Introduction ............................................................................................................................................................................................................................................................Overview PurposeCentreVu Visual Vectors User Guide gives you the information you need to use the client software package. This introduction is divided into several main sections: • “General Information” presents a brief overview of what the software does, who uses it, and how it works, followed by an overview of supporting hardware and software. • “Things to Know Before Using Framework and Visual Vectors” describes the interactions with other call center client software. • “Terminology” provides a list of key terms. A more extensive list of definitions appears in the glossary. • “Things to Know About Call Center Data” describes common call center items, such as types of entities, data containers, and items. • “Prerequisite System Administration” describes any system-level administration needed to run the client software, including permissions.
Introduction CentreVu Visual Vectors User Guide Release 8 General Information1-2 General Information ............................................................................................................................................................................................................................................................Overview PurposeCentreVu CMS/Visual Vectors software is a product used by businesses and organizations that have a Lucent Technologies telecommunications Enterprise Communications Server (ECS) or switch and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) and Call Vectoring features of the switch. CentreVu CMS collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature on the switch. The CentreVu CMS administrator can access the CentreVu CMS database, generate CMS reports, administer ACD parameters, and also monitor call activities to determine the most efficient service possible for the calling customers. The CentreVu CMS server supports CentreVu Supervisor client PCs. The Visual Vectors Server software runs on the same platform as CentreVu CMS and supports CentreVu Visual Vectors clients. Using the client software, administrators can change certain properties of call center entities (such as their names), as well as create and edit vectors, assign VDNs to vectors, and set VDN Skill Preferences. CentreVu CMS/Visual Vectors Server interfaces with the Sun Microsystems, Inc. Solaris operating system and uses several Sun Microsystems, Inc. Solaris system utilities to: • communicate with CMS terminals and printers • communicate with PCs running CentreVu Supervisor and CentreVu Visual Vectors client software • log errors • execute processes. In this sectionThis section includes the following information: •Platforms and Required Software (1-3) •Supported Switches (1-5)
Introduction CentreVu Visual Vectors User Guide Release 8 Platforms and Required Software1-3 ............................................................................................................................................................................................................................................................Platforms and Required Software Supported server hardware platformsVisual Vectors Server 8.0 software is certified to run on the following computers: • Sun Microsystems, Inc. Sun Enterprise 3000 •Sun Microsystems, Inc. Sun Enterprise 3500 •Sun Microsystems, Inc. Sun Ultra 5 •Sun Microsystems, Inc. Sun SPARCserver 20 •Sun Microsystems, Inc. Sun SPARCserver 10 • Sun Microsystems, Inc. Sun SPARCserver 5. CentreVu CMS running on the Sun Microsystems, Inc. Sun SPARCserver 5 platform supports a combination of up to 128 terminals and printers. CentreVu CMS running on the Sun Microsystems, Inc. Sun SPARCserver 20 platform or the Sun Microsystems, Inc. Sun Enterprise 3000 or Sun Microsystems, Inc. Sun Enterprise 3500 supports a combination of up to 256 terminals and printers. Recommended Client PC configurationThe recommended PC configuration required for CentreVu Visual Vectors 8.0 client software is the following: • Intel Corporation Pentium or compatible processor, running at 200 MHz or faster (the minimum supported processor speed is 133MHz; however, performance may be unsatisfactory) • A hard disk drive with 50 MB of free space. • A CD-ROM drive • 64 MB or more of RAM (the minimum supported amount of physical memory is 48MB). If simultaneous instances of Visual Vectors softwares tool windows are running, additional memory may be required to maintain acceptable performance • A video monitor and adapter set to at least 800x600x256 colors graphics resolution • Microsoft Corp. Windows 95, Microsoft Corp. Windows 98, or Microsoft Corp. Windows NT 4.0 operating system (with Service Pack 4 or later) Note: The required browser for CentreVu Visual Vectors on-line help system is Microsoft Corp. Microsoft Internet Explorer 3.02 or later. Before installing CentreVu Visual Vectors, ensure that Microsoft Corp. Microsoft Internet Explorer 3.02 or later is correctly installed; however, it does not need to be set as your default browser or .htm application.
Introduction CentreVu Visual Vectors User Guide Release 8 Platforms and Required Software1-4 • A mouse or other pointing device compatible with one of the supported Microsoft Corp. Windows operating systems • For Network Connection: – WinSock 1.1 compliant TCP/IP stack – Xerox Corp. Ethernet communications board. Required software for a Sun Microsystems, Inc. Sun server platform CentreVu CMS/Visual Vectors Server requires the following software packages to operate properly: • An appropriate load of CentreVu CMS R3V6 or later (see your server documentation for the supported loads) • An appropriate release of the Supplemental Services CD, Version 1.0 • Sun Microsystems, Inc. Solaris 2.5.1. • Sun Microsystems, Inc. Sun Common Desktop Environment 1.0.2 • Sun Microsystems, Inc. SunLink X.25 Network Interface 9.1 (if using an X.25 connection to the switch) • 1.0 Network Terminal Server (to support CMS terminals and printers) The Sun Microsystems, Inc. Solstice DiskSuite software package allows the disks of a Sun Microsystems, Inc. Sun SPARCserver system to be managed as if they were a single file system. This software is included in all new CentreVu CMS R3V8 installations. Required software for a Windows client platform CentreVu Visual Vectors software runs under Microsoft Corp. Windows 95/ 98 or Microsoft Corp. Windows NT 4.0. When running under Microsoft Corp. Windows NT 4.0, CentreVu Visual Vectors 8.0 client software requires Service Pack 4 or later to be installed. Note: The required browser for CentreVu Visual Vectors on-line help system is Microsoft Corp. Microsoft Internet Explorer 3.02 or later. Before installing CentreVu Visual Vectors, ensure that Microsoft Corp. Microsoft Internet Explorer 3.02 or later is correctly installed; however, it does not need to be set as your default browser or .htm application.
Introduction CentreVu Visual Vectors User Guide Release 8 Supported Switches1-5 ............................................................................................................................................................................................................................................................Supported Switches Switch names and releasesCentreVu CMS/Visual Vectors Server software is certified to run with the following releases of Lucent Technologies switches: • DEFINITY Enterprise Communications Server (ECS) Release 6.3 • DEFINITY ECS Release 7. Single and multiple ACDsDepending on which computer you have and how the CentreVu CMS software was installed, the CentreVu CMS software can communicate with as many as eight ACDs. Depending on how the Visual Vectors Server software was installed and configured, the CentreVu Visual Vectors 8.0 client software can communicate with as many as 20 CentreVu CMS/Visual Vectors servers. References to multiple ACDs in this document refer to multiple-switch configurations. If you have only one switch, you can ignore multiple-ACD considerations.
Introduction CentreVu Visual Vectors User Guide Release 8 Prerequisite Switch and CentreVu CMS Features1-6 ............................................................................................................................................................................................................................................................Prerequisite Switch and CentreVu CMS Features OverviewCentreVu CMS includes a feature for administering automatic call distribution (ACD) and optional features for managing aspects of the system. The features required to use CentreVu Visual Vectors software are described below. ACD Administration and Visual Vectors CentreVu CMS/Visual Vectors software provides an administrative interface to the switch. The CentreVu CMS software supports CentreVu Supervisor clients. Using the Agent Administration and Call Center Administration areas, administrators can use CentreVu Supervisor to view or change various ACD-, Vectoring-, and Expert Agent Selection (EAS)- related parameters on the switch, and to run reports that describe your call center configuration. For example, you can add agents to or remove agents from splits or skills; move extensions between splits; change skill assignments; change trunk group-to-split, trunk group-to-VDN, or VDN-to- vector assignments; start an agent trace and list the agents being traced. The Visual Vectors Server software supports CentreVu Visual Vectors clients. Using the CentreVu Visual Vectors client software, administrators can change certain properties of call center entities, as well as create and edit vectors, assign VDNs to vectors and set VDN Skill Preferences. The CentreVu CMS/Visual Vectors administrator should coordinate with the ECS/switch administrator to be sure that the needed ACD/CMS configuration is understood by both people. Vectoring and Visual VectorsThe CentreVu CMS Call Vectoring feature enables you to create, copy, and edit vectors on any ECS. Call vectors are user-defined, call- processing programs. Call vectors direct calls to specified on-network or off-network destinations, to queues in ACD splits, or to treatments such as music, recorded announcements, forced disconnect, and forced busy. CentreVu Visual Vectors provides a visually rich, intuitive graphical interface for this feature for call centers with DEFINITY ECS R6.3 or 7 and CentreVu CMS R3V6 and R3V8 servers. On the ECS/switch and CentreVu CMS, the Call Vectoring feature is a separately purchased feature that is required to use Visual Vectors software.
Introduction CentreVu Visual Vectors User Guide Release 8 Things to Know Before Using Visual Vectors1-7 Things to Know Before Using Visual Vectors ............................................................................................................................................................................................................................................................Overview PurposeThis section describes what you should know before using the CentreVu Visual Vectors software. In this sectionThis section includes the following information: •Interactions With CentreVu Supervisor (1-8) •Interactions With CentreVu CMS (1-9)
Introduction CentreVu Visual Vectors User Guide Release 8 Interactions With CentreVu Supervisor1-8 ............................................................................................................................................................................................................................................................Interactions With CentreVu Supervisor OverviewCentreVu Visual Vectors software is designed to work with CentreVu Supervisor Version 6 or later. Interactions with CentreVu SupervisorIf CentreVu Supervisor Version 6 or later is correctly installed on your client PC, then Visual Vectors software will display a toolbar icon and menu item. You can use these features to start CentreVu Supervisor software. Other than the ability to run it, CentreVu Visual Vectors and CentreVu Supervisor do not interact directly. If information from the two software programs does not seem to match, first try to log off the CentreVu CMS server in each program, and then log back on. Using CentreVu SupervisorUse CentreVu Supervisor software to do the following: • Generate reports on the VDNs, vectors and skill preferences you have assigned using CentreVu Visual Vectors tools. • Assign names to splits/skills, trunk groups, ACDs, and Vectors/VDNs in the CentreVu CMS Dictionary, so that the objects in your Call Center World will have more meaningful names. See CentreVu Supervisor Version 8 Installation and Getting Started, 585- 210-928 and CentreVu Call Management System Release 3 Version 8 Administration, 585-210-930 for more information.