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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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Introduction CentreVu Visual Vectors User Guide Release 8 Configuring Visual Vectors Server1-19 Delay estimatesThe following table estimates the delay (in seconds) to navigate VDNs for some CMS hardware platforms running CentreVu Visual Vectors Server software: UE300 (2CPUs)800 320 320 160,000 5200 E3500 (2CPUs)1200 480 480 240,000 7800 E3500 (4CPUs)2400 960 960 480,000 15,600 Simul- taneous realtime reportsHistorical , forecasti ng, ICH, and agent trace reports per hourODBC reports per hourWeb hits per hourVDNs on any single ACD VDNs 250 500 1000 2000 4000 8000 Sparc 5 9.0 14.1 24.4 45.0 86.2 168.6 Ultra 5 5.8 9.0 15.6 28.8 55.2 107.9 UE3000 (1 CPU)4.5 7.1 12.2 22.5 43.1 84.3 UE300 (2CPUs)2.3 3.6 6.1 11.3 21.6 43.2 E3500 (2CPUs)1.5 2.4 4.1 7.6 14.6 28.6 E3500 (4CPUs)0.8 1.2 2.1 3.8 7.3 14.3
Introduction CentreVu Visual Vectors User Guide Release 8 CentreVu Visual Vectors Training1-20 ............................................................................................................................................................................................................................................................CentreVu Visual Vectors Training Training included with softwareIf you are a U.S. customer, your Lucent Technologies Project Manager should call 1-800-255-8988 to schedule the appropriate classes for you. For training outside the United States, contact your local Lucent distributor or representative. Available coursesThe available training courses are shown in this table. Course NumberPEC Course Name Description BTC124H 1460- 057 DEFINITY ECS with EASA 4-day course that provides training on the tasks required to set up a G3 switch with the EAS feature and design vectors. BTC138H DEFINITY ECS G3 ACD with Vectoring A 4-day course that provides training on the tasks required to set up a CentreVu CMS call center application with the G3 switch and the EAS feature, administer CentreVu CMS, interpret reports on ACD activity, and use the Vectoring and Forecast features. BTC429M1470- 016a DEFINITY ACD and Ve c to r in gThis CD-ROM course lasts approximately 1.5 hours. It provides hands-on experience administering the ACD feature with vectoring. BTC155H 1462- 031 CentreVu Supervisor Administration with EASA 4.5 day class that provides training on the tasks required to administer CentreVu CMS using CentreVu Supervisor, interpret reports of ACD activity in the CentreVu Supervisor Interface and use the vectoring and forecasting features in the CMS interface.
Introduction CentreVu Visual Vectors User Guide Release 8 CentreVu Visual Vectors Training1-21 BTC154H 1462- 030 CentreVu Supervisor Administration A 4.5 day class that provides training on the tasks required to administer CentreVu CMS using CentreVu Supervisor, interpret reports of ACD activity in the CentreVu Supervisor Interface and use the vectoring and forecasting features in the CMS interface. BTC447M 1472- 006 CentreVu Supervisor V6 Administration (with and without EAS)This CD-ROM course lasts approximately four hours. It covers the tasks required to administer CMS and how to use the CentreVu Supervisor tools. This course includes system simulations, hands-on exercises and supporting material. BTC115H 1462- 014 CentreVu CMS Custom ReportsA 3 day class that provides training on the tasks required to develop CMS custom reports. BTC450M1472- 005 CentreVu Advocate: Breakthrough Solutions This CD-ROM course lasts approximately 4 hours. It teaches how to use CentreVu Advocate to better manage their Call Center Resources. This course includes system simulations, hands-on exercises and support material. BTC467M not listed CentreVu Visual Vectors User TrainingThis CD-ROM course lasts approximately 2 hours. It teaches how to uses Visual Vectors to create vectors and how to assign VDNs to vectors. The course includes system simulations, hands-on exercises and supporting material. Course NumberPEC Course Name Description
Introduction CentreVu Visual Vectors User Guide Release 8 CentreVu Visual Vectors Training1-22 Course notes Price Elements Codes (PECs) should be used only to enroll additional persons (those who are not the two persons to receive training at no additional charge). The last lesson (the last half-day) in the Administration courses covers the Forecast feature. Also, the student can view the CentreVu Visual Vectors User Training CD-ROM. If you have not purchased the Forecast or Vectoring features, you do not have to attend this session. Other training You may benefit by taking additional courses (available at additional charges) in the following subject areas: • Traffic Theory/Data Analysis • Host Computer Administration • Switch Administration. You automatically receive the following Individualized Learning Programs (booklets) after one of your call centers employees is enrolled in the CentreVu CMS Administration course: • ACD Fundamentals • Vectoring and EAS Basics.
Setting Up Your Call Center World CentreVu Visual Vectors User Guide Release 8 2 -1 2 Setting Up Your Call Center World ............................................................................................................................................................................................................................................................Overview PurposeThis chapter explains how to set up the Call Center World seen in the Navigator. It is divided into the following sections: • Call Center World Overview • Adding and Deleting Objects in the Call Center World • Call Center World Objects • Call Center World Object Properties. See the overview to each section for a preview of the sections contents.
Setting Up Your Call Center World CentreVu Visual Vectors User Guide Release 8 Call Center World Overview2-2 Call Center World Overview ............................................................................................................................................................................................................................................................Overview PurposeTo use the Visual Vectors software, you need to set up a Call Center World. A number of ACD, CentreVu CMS and CentreVu Supervisor terms must be understood to set up your Call Center World.
Setting Up Your Call Center World CentreVu Visual Vectors User Guide Release 8 Terms You Need to Know2-3 ............................................................................................................................................................................................................................................................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. 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. 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. 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. Navigator A 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.
Setting Up Your Call Center World CentreVu Visual Vectors User Guide Release 8 Terms You Need to Know2-4 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). Status bar A status bar is across the bottom of some windows. The status bar shows information about the current action in that window. 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. 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 Tools menu of CentreVu Framework. 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 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.
Setting Up Your Call Center World CentreVu Visual Vectors User Guide Release 8 Adding and Deleting Objects in the Call Center World2-5 Adding and Deleting Objects in the Call Center World ............................................................................................................................................................................................................................................................Overview PurposeThis section describes how you add or delete objects in your Call Center World. In this sectionTopics in this section include: • Basic Framework window features • Basic Navigator window features • Using Visual Vectors window • Adding new Centre Vu CMS servers • Adding objects • Selecting objects and performing actions • Deleting objects • Renaming objects • Changing other object properties • Rules for field entry
Setting Up Your Call Center World CentreVu Visual Vectors User Guide Release 8 Basic Framework Window Features2-6 ............................................................................................................................................................................................................................................................Basic Framework Window Features OverviewThis section describes the features of the CentreVu Framework window in the Visual Vectors software. Framework windowThe following figure shows CentreVu Framework window: System menu boxA common convention. The system menu box enables you to perform basic operations, such as closing the current window or software program. Title barA common convention. The title bar shows the name of the tool. When a vector is open in the Vector Editor, its name is shown. Minimize, maximize/ restore, and close buttonsA common convention. The buttons adjust the size of the current window, or close it. ToolbarThe toolbar contains buttons for quick access to specific features of the application. When you move your cursor over a toolbar button, a tooltip displays with a brief description of what the button does. After you select a button, the status bar displays a description of the command that the particular button is performing. These buttons appear on the toolbar. Button Function Connect Initiates a connection to a CMS server. Disconnect Disabled until you are connected to a CMS server. Navigator Accesses the window for the Navigator tool. Vector Editor Accesses the window for the Vector Editor tool.