Lucent Technologies CentreVu Visual Vectors Release 8 User Guide

							  Introduction CentreVu Visual Vectors User Guide Release 8
Interactions With CentreVu CMS1-9
............................................................................................................................................................................................................................................................Interactions With CentreVu CMS
OverviewCentreVu Visual Vectors software is designed to work with CentreVu CMS 
R3V6 or later.
Interactions with
CentreVu CMS R3V8If information obtained from the two client software programs does not 
seem to match, log off the CentreVu CMS R3V8 server from each client 
software program, and then log back on.
Important!Edit vectors only in Visual Vectors. If you use any other 
way to edit vectors, such as a CMS terminal, the comments will be 
converted to floating comments.
Using 
CentreVu
Supervisor
CentreVu Visual Vectors software is designed to work with CentreVu 
Supervisor Version 6 or later. Use 
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 entities such as splits/skills, trunk groups, ACDs, 
and Vectors/VDNs in the 
CentreVu CMS Dictionary. You can use the 
Navigator tool in 
CentreVu Visual Vectors to give more meaningful 
names to these objects in your Call Center World.
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. 
						

							  Introduction CentreVu Visual Vectors User Guide Release 8
Terminology1-10
Terminology
............................................................................................................................................................................................................................................................Overview
PurposeThis section describes the terms you need to know before you begin using 
Visual Vectors software. These terms, as well as others, are also defined 
in the Glossary. 
						

							  Introduction CentreVu Visual Vectors User Guide Release 8
Terms You Need to Know1-11
............................................................................................................................................................................................................................................................Terms You Need to Know
Te r m sYou need to know the following terms to understand how to use the 
software. 
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.
Automatic Call Distribution (ACD)  A switch feature using software that 
channels high-volume incoming and outgoing call traffic to agents grouped 
in 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.
CentreVu 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.
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.
Dictionary  An area of CMS that can be used to assign names to various 
call center entities such as login IDs, splits/skills, trunk groups, VDNs and 
vectors. These names make call center data easier to interpret.
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 Vectors and VDNs. Entity names 
are obtained from the 
CentreVu CMS Dictionary; renaming entities using 
Visual Vectors results in changes to the CMS Dictionary. 
						

							  Introduction CentreVu Visual Vectors User Guide Release 8
Terms You Need to Know1-12
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.
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.
Navigator   The window that displays after you select it from the Tools 
menu or toolbar in the 
CentreVu Framework window. It consists of two 
panes: a hierarchical “tree” view of your Call Center World on the left and a 
list of objects or entities on the right.
User Permissions  An area of the 
CentreVu CMS server that allows the 
administrator to define what each user can access.
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).
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. 
						

							  Introduction CentreVu Visual Vectors User Guide Release 8
Terms You Need to Know1-13
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. 
Visual Vectors Client   Client software which provides a rich, graphical 
user interface for creating or modifying configured elements of ACDs 
connected to a CMS. This software can be loaded directly on the users 
personal computer or downloaded from a network.
Visual Vectors Server   Server software which enables administration 
(changing or modifying configured elements) for ACDs connected to a 
CMS. This software resides on the CMS server. 
						

							  Introduction CentreVu Visual Vectors User Guide Release 8
Things to Know About Call Center Data1-14
Things to Know About Call Center 
Data
............................................................................................................................................................................................................................................................Overview
PurposeThis section describes the CentreVu CMS processes for storing and 
tracking switch (ACD) data for your call center. The information is intended 
to give you an overview of how 
CentreVu CMS works, and where 
CentreVu CMS stores data. Visual Vectors Server software accesses 
CMS Dictionary and User Permissions data. 
						

							  Introduction CentreVu Visual Vectors User Guide Release 8
How CentreVu CMS Stores and Tracks ACD Data1-15
............................................................................................................................................................................................................................................................How CentreVu CMS Stores and Tracks ACD Data
Real-time and historical
databasesCentreVu CMS stores the ACD data received from the switch in the real-
time and historical databases. Within each of these databases, 
CentreVu 
CMS stores the specific ACD data for agents, splits/skills, trunks, trunk 
groups, vectors, and VDNs in separate database tables. Call work codes 
(CWC) also have separate database tables in the real-time and historical 
database.
Summarizing CMS DataAs 
CentreVu CMS collects the real-time data from the ACD, the data is 
stored in the current intrahour interval tables (agent, split/skill, trunk, trunk 
group, vector, and VDN) until the end of the interval. At the end of the 
current intrahour interval, data is archived to the previous intrahour interval 
tables and to the intrahour historical tables. At your designated data 
summarizing time, the historical intrahour data is summarized into daily 
data. At the end of your designated week (as specified on the System 
Setup subsystem Storage Intervals window), the daily data is summarized 
into weekly data. On the first day of a new month, monthly summaries are 
generated from the daily data for the previous month.
CMS DictionaryThe CMS Dictionary contains names for call center ACDs and their 
entities, including announcements, splits/skills, trunk groups, VDNs, and 
vectors. The assigned names appear on CMS reports to make them easier 
to interpret, as well as in Visual Vectors software to make it easier to use. 
You can use Visual Vectors tools to rename entities, or edit certain other 
properties of them (for example, their descriptions). See 
CentreVu Call 
Management System Release 3 Version 8 Administration, 585-210-930 for 
more information about 
CentreVu CMS Dictionary.
User PermissionsVisual Vectors software determines what users can view and modify 
based on CMS User Permissions. For example, if a user has read access 
for an ACD and/or its vectors but no write access, the user will not be able 
to use Vector Editor to save, or Navigator to copy, a vector to that ACD. 
Likewise, if a user has no read or write access permissions for a type of 
entity (for example, VDNs), then the folder for those entities on the ACD 
will appear empty in Navigator. See 
CentreVu Call Management System 
Release 3 Version 8 Administration, 585-210-930 for more information 
about 
CentreVu CMS User Permissions.
Important! If more than 2,000 VDNs have been authorized on a 
CentreVu CMS R3V6 server, then VDN permission checking 
(enabled through User Permissions VDN Access operation) is not 
available. 
						

							  Introduction CentreVu Visual Vectors User Guide Release 8
Prerequisite System Administration1-16
Prerequisite System Administration
............................................................................................................................................................................................................................................................Overview
Purpose This section describes system administration required before you can run 
CentreVu Visual Vectors software.
In this sectionThis section consists of the following information:
•Configuring Visual Vectors Server (1-17)
•CentreVu Visual Vectors Training (1-20) 
						

							  Introduction CentreVu Visual Vectors User Guide Release 8
Configuring Visual Vectors Server1-17
............................................................................................................................................................................................................................................................Configuring Visual Vectors Server
OverviewTypically, an administrator will have installed and configured the CentreVu 
Visual Vectors Server. However, if you need to install and configure the 
server, first refer to the 
CentreVu CMS R3V8 Upgrades and Migration, 
Issue 1, 585-210-913 for instructions on how to proceed. A brief outline 
follows of the procedures to install the 
CentreVu Visual Vectors Server 
software package.
How to install Visual
Vectors Server software
...............................................................................................................................................................................
1Log in as root.
Result:  You are ready to begin installing the software package.
...........................................................................................................................................................................
2Insert the CD-ROM and enter the following command: /usr/sbin/
pkgadd -d /cdrom/cdrom0.
Result:  The system displays information about the CD contents.
...........................................................................................................................................................................
3Enter option 1 or press Return to select Visual Vectors Server software 
for processing.
Result:  The system queries if you wish to continue.
...........................................................................................................................................................................
4Enter y to continue installation.
Result:  The CD package information is re-displayed.
...........................................................................................................................................................................
5After verifying this information, enter q at the prompt.
Result:  The installation process ends.
END OF STEPS.................................................................................................................................................................................... 
						

							  Introduction CentreVu Visual Vectors User Guide Release 8
Configuring Visual Vectors Server1-18
How to initially set up
your server software
...............................................................................................................................................................................
1At the system prompt, enter the following command: setupaas
...........................................................................................................................................................................
2Select option 1 from the displayed setup menu.
...........................................................................................................................................................................
3Enter the number of allowable concurrent logins. The maximum number 
is the number of purchased licenses.
END OF STEPS....................................................................................................................................................................................
How to start Visual
Vectors Server software
...............................................................................................................................................................................
1At the system prompt, enter the following command: setupaas
...........................................................................................................................................................................
2Select option 2 from the displayed setup menu.
...........................................................................................................................................................................
3Select option 1 from the turn on/stop menu to start the software.
END OF STEPS....................................................................................................................................................................................
Server performanceThe following table summarizes capacity limits for CMS hardware 
platforms running 
CentreVu Visual Vectors Server software:
Simul-
taneous 
realtime 
reportsHistorical
, 
forecasti
ng, ICH, 
and agent 
trace 
reports 
per hourODBC 
reports 
per hourWeb 
hits per 
hourVDNs on 
any 
single 
ACD
Sparc 5 200 80 80 40,000 1300
Ultra 5 300 120 120 60,000 1950
UE3000 
(1CPU)400 160 160 80,000 2600