Lucent Technologies CentreVu Visual Vectors Version 8.0 Guide

							1
CentreVu® 
Visual Vectors
0
Version 8.0
Installation and Getting Started
585-210-933
Comcode 108502238
Issue 1 
December 1999 
						

							Copyright © 1999 Lucent Technologies.
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Notice
Every effort was made to ensure that the information in this 
book was complete and accurate at the time of printing. 
However, information is subject to change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your telecommunica-
tions system by an unauthorized party, for example, per-
sons other than your company’s employees, agents, 
subcontractors, or persons working on your company’s 
behalf. Note that there may be a risk of toll fraud associated 
with your telecommunications system and, if toll fraud 
occurs, it can result in substantial additional charges for 
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You and your system manager are responsible for the secu-
rity of your system, such as programming and configuring 
your equipment to prevent unauthorized use.  The system 
manager is also responsible for reading all installation, 
instruction, and system administration documents pro-
vided with this product in order to fully understand the fea-
tures that can introduce risk of toll fraud and the steps that 
can be taken to reduce that risk. Lucent Technologies does 
not warrant that this product is immune from or will pre-
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Document No.585-210-933
Issue 1, December 1999
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forms to the referenced European Union (EU) Directives 
and Harmonized Standards listed below:
EMC Directive 89/336/EEC
Low Voltage Directive 73/23/EEC
The “CE” mark affixed to
the equipment means that
it conforms to the above 
Directives.
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Lucent Technologies - formed as a result of AT&T’s planned 
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Acknowledgment
This document was prepared by Global Learning Solutions, 
Lucent Technologies, Denver, CO. 
						

							   CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Client Software License Agreementiii
Client Software License Agreement
DEFINITIONS
l“Lucent” means Lucent Technologies Inc.
l“You”, “Your”, or “Licensee” means the person or business entity who purchased this License 
to use this Client Software or for whom such License was purchased.
l“Client Software” means a software application that operates on a computer system that 
provides resources to Client Software.
l“Documentation” means the manual and any other printed material provided by Lucent with 
the Client Software.
l“License” means the License purchased and granted pursuant to this Agreement.
LICENSE AND PROTECTION
1.License Grant. Lucent grants to You, subject to the following terms and conditions, a 
nonexclusive, nontransferable right to use the Client Software on multiple single user devices, 
maximum simultaneous users of the Client Software being limited to the number Licensed and 
authorized by Lucent. THE SERVER SOFTWARE AUTOMATICALLY PREVENTS 
SIMULTANEOUS USE BY MORE THAN THE AUTHORIZED NUMBER OF USERS. 
Lucent reserves all rights not expressly granted to You.
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and Documentation from unauthorized copy or use. The Client Software source code 
represents and embodies trade secrets of Lucent and/or its licensors. The source code and 
embodied trade secrets are not licensed to You and any modification, addition, or deletion is 
strictly prohibited. You agree not to disassemble, decompile, or otherwise reverse engineer the 
Client Software in order to discover the source code and/or the trade secrets contained in the 
source code or for any other reason.
To the extent that the Client Software is located in a Member State of the European 
Community and You need information about the Client Software in order to achieve 
interoperability of an independently created software program with the Client Software, You 
shall first request such information from Lucent. Unless Lucent refuses to make such 
information available, You shall not take any steps, such as reverse assembly or reverse 
compilation, to derive a source code equivalent to the Client Software. Lucent may charge You 
a reasonable fee for the provision of such information.
3.Copies. You may make multiple copies of the Client Software, provided You do not receive 
any payment, commercial benefit, or other consideration for reproduction or use. You may not 
copy Documentation unless it carries a statement that copying is permitted. All proprietary 
rights notices must be faithfully reproduced and included on all copies.
4.Ownership. Ownership of, and title to, the Client Software and Documentation (including any 
adaptations or copies) remains with Lucent and/or its licensors. 
						

							   CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Client Software License Agreementiv
5.Restrictions. You agree not to rent, lease, sublicense, modify or time share the Client Software 
or Documentation.
6.Termination. This Agreement shall automatically terminate if You breach any of the terms or 
conditions of this Agreement. You agree to destroy the original and all copies of the Client 
Software and Documentation, or to return them to Lucent, upon Termination of this License.
LIMITED WARRANTY AND LIMITED LIABILITY
1.Compatibility. The Client Software is only compatible with certain computers and operating 
systems. THE SOFTWARE IS NOT WARRANTED FOR NONCOMPATIBLE SYSTEMS.
2.Software. Lucent warrants that if the Client Software fails to substantially conform to the 
specifications in the Documentations and if the Client Software is returned to the place from 
which it was purchased within one (1) year from the date purchased, then Lucent will either 
replace the Client Software or offer to refund the License Fee to You upon return of all copies 
of the Client Software and Documentation to Lucent. In the event of a refund, the License shall 
terminate.
3.DISCLAIMER OF WARRANTIES. Lucent makes NO WARRANTY, REPRESENTATION 
OR PROMISE NOT EXPRESSLY SET FORTH IN THIS AGREEMENT. LUCENT 
DISCLAIMS AND EXCLUDES ANY AND ALL IMPLIED WARRANTIES OF 
MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. LUCENT DOES 
NOT WARRANT THAT THE CLIENT SOFTWARE OR DOCUMENTATION WILL 
SATISFY YOUR REQUIREMENTS OR THAT THE CLIENT SOFTWARE OR 
DOCUMENTATION ARE WITHOUT DEFECT OR ERROR OR THAT THE OPERATION 
OF THE SOFTWARE WILL BE UNINTERRUPTED. Some states or countries do not allow 
the exclusion of implied warranties or limitations on how long an implied warranty lasts, so 
the above limitation may not apply to You. This warranty gives You specific legal rights which 
vary from state to state.
4.EXCLUSIVE REMEDY. EXCEPT FOR BODILY INJURY CAUSED BY LUCENT’S 
NEGLIGENCE, LUCENT’S ENTIRE LIABILITY ARISING FROM OR RELATING TO 
THIS AGREEMENT OR THE CLIENT SOFTWARE OR DOCUMENTATION AND YOUR 
EXCLUSIVE REMEDY IS LIMITED TO DIRECT DAMAGES IN AN AMOUNT NOT TO 
EXCEED $10,000. LUCENT SHALL NOT IN ANY CASE BE LIABLE FOR ANY 
SPECIAL INCIDENTAL, CONSEQUENTIAL, INDIRECT OR PUNITIVE DAMAGES 
EVEN IF LUCENT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. 
LUCENT IS NOT RESPONSIBLE FOR LOST PROFITS OR REVENUE, LOSS OF USE 
OF THE CLIENT SOFTWARE, LOSS OF DATA, COSTS OF RECREATING LOST DATA, 
THE COST OF ANY SUBSTITUTE EQUIPMENT OR PROGRAM, OR CLAIMS BY ANY 
PARTY OTHER THAN YOU. Some states or countries do not allow the exclusion or 
limitation of incidental or consequential damages, so the above limitation or exclusion may not 
apply to You. 
						

							   CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Client Software License Agreementv
GENERAL CONDITIONS.
1.Governing Law. This Agreement shall be governed by, and interpreted in accordance with, 
the substantive laws of the State of New Jersey of the United States of America.
2.Entire Agreement. This Agreement sets forth the entire understanding and agreement 
between You and Lucent and may be amended only in a writing or writings signed by You and 
Lucent. NO VENDOR, DISTRIBUTOR, DEALER, RETAILER, SALES PERSON OR 
OTHER PERSON IS AUTHORIZED TO MODIFY THIS AGREEMENT OR TO MAKE 
ANY WARRANTY, REPRESENTATION OR PROMISE WHICH IS DIFFERENT THAN, 
OR IN ADDITION TO, THE REPRESENTATIONS OR PROMISES OF THIS 
AGREEMENT ABOUT THE SOFTWARE.
3.Export. Licensee hereby agrees that it will not knowingly, directly or indirectly, without prior 
written consent, if required, of the Office of Export Licensing of the U.S. Department of 
Commerce, Washington D.C. 20230, export or transmit any of the Products to any group Q, S, 
W, Y, or Z country specified in the Export Administration Regulations issued by the U.S. 
Department of Commerce or to any country which such transmission is restricted by 
applicable regulations or statues.
4.U.S. Government Restricted Rights. Use, duplication, or disclosure by the United States 
Government is subject to restrictions as set forth in FAR 52.227-14 (June 1987) Alternate III 
(g)(3) (June 1987), FAR 52.227-19 (June 1987), or DFARS 52.227-7013 (c)(1)(ii) (June 
1988), as applicable Contractor/Manufacturer is Lucent Technologies Inc. 11900 North Pecos 
Street, Westminster, Colorado 80234.
5.Assignment. Lucent may without your consent or notice to You, assign this Agreement to an 
entity to which it transfers ownership of the Client Software. Upon the effective date of such 
assignment, You agree that Lucent shall be released and discharged from all obligations and 
liabilities under this Agreement.
0 
						

							   CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Client Software License Agreementvi 
						

							Table of Contents
   CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
CentreVu
Visual Vectors
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P-1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P-1
Contents of This Document. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P-3
Conventions Used in This Document  . . . . . . . . . . . . . . . . . . . . . . . . . . . P-5
Related Documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P-6
1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
About CentreVu Visual Vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
About CentreVu CMS  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
About CentreVu Visual Vectors Server . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Installation Support and Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
Checking Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
What You Need on Your Computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5
CentreVu Visual Vectors Server Requirements  . . . . . . . . . . . . . . . . . . . 1-6
System Capacities  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
Number of Visual Vectors Windows Allowed  . . . . . . . . . . . . . . . . . . 1-7
Number of PCs Allowed to Run Visual Vectors  . . . . . . . . . . . . . . . . 1-7
Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
Reliability/Availability  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
Data Migration  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
2 Installing CentreVu Visual Vectors from a CD-ROM  . . . . . . . . . . . . . 2-1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
Installation Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
3 Installation on a Network Drive Shared by Client PCs  . . . . . . . . . . . 3-1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1
Installation Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Network Setup  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Prerequisite Administration  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Installation Procedure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Client Setup  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13
4 Installing CentreVu Visual Vectors on a
PC from a Network folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  4-1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1
Installation Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Preparing the Network Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Setting Up the Computer  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 
						

							   CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
5 Uninstalling CentreVu Visual Vectors . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
Performing the Uninstall  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
6 Getting Started with CentreVu Visual Vectors . . . . . . . . . . . . . . . . . . 6-1
Call Center World Overview  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
Terms You Need to Know . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
Adding and Deleting Objects in the Call Center World  . . . . . . . . . . . . . . 6-5
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5
Basic Framework Window Features . . . . . . . . . . . . . . . . . . . . . . . . . 6-6
Basic Navigator Window Features  . . . . . . . . . . . . . . . . . . . . . . . . . 6-11
Using Visual Vectors Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-15
Adding New CentreVu CMS Servers  . . . . . . . . . . . . . . . . . . . . . . . 6-16
Adding objects  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-17
Selecting objects and performing actions . . . . . . . . . . . . . . . . . . . . 6-19
Deleting objects  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-20
Renaming objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-21
Changing other properties  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-23
Rules for Field Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-25
Call Center World Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-26
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-26
Objects in Your Call Center World  . . . . . . . . . . . . . . . . . . . . . . . . . 6-26
Call Center World Object Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-34
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-34
Properties of Objects  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-34
7 Troubleshooting  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1
Troubleshooting FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2
Installation, Uninstallation and Importance of the HOME variable  . . 7-3
There are several different installation programs. What are the 
differences? Which one (or more) should I run?. . . . . . . . . . . . . . 7-3
Why can’t I re-install Visual Vectors software? . . . . . . . . . . . . . . . 7-3
Why are my previous settings and offline objects missing? . . . . . 7-3
Why can’t I uninstall from Control Panel’s Add/Remove
Programs dialog box? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4
Why do I get a warning message about not having set
the HOME environment variable on Windows NT?  . . . . . . . . . . . 7-5
Startup  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6
Why won’t Visual Vectors start? . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6
Connectivity  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7
Why can’t I log into the CMS/Visual Vectors server? . . . . . . . . . . 7-7
I don’t get a login prompt at all. Why can’t I connect to a
server?  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7
What should I do if the connection to the server is lost?  . . . . . . . 7-8 
						

							   CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Navigator  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7-8
Why can’t I see (or select) some of the options on the
context menu? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7-8
My offline objects are missing, where are they?  . . . . . . . . . . . . .  7-8
Why can’t I view my vector as ASCII text?  . . . . . . . . . . . . . . . . .  7-8
Vector Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7-9
Where are the step properties and comments in my
vector printout?  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7-9
Why are the ASCII and graphical versions of my vector
different?  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7-9
Why isn’t “Save” enabled in the Vector Editor? . . . . . . . . . . . . . .  7-9
Why can’t I zoom in/out further?  . . . . . . . . . . . . . . . . . . . . . . . . .  7-9
When I save my vector, all the open property boxes
disappear. What happened?  . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7-9
Why can’t I drag floating comments with vector steps? . . . . . . .  7-10
What can I do if I am editing a vector and the connection
is lost?  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7-10
VDN Assignment Wizard  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7-10
Why can’t I see my VDNs from the filtered list? . . . . . . . . . . . . .  7-10
Why can’t I see the ACD that I want?  . . . . . . . . . . . . . . . . . . . .  7-11
CentreVu Supervisor Integration  . . . . . . . . . . . . . . . . . . . . . . . . . .  7-11
Why isn’t the CentreVu Supervisor icon displayed on
the CentreVu Framework toolbar, when I have a local
installation of Supervisor software on the same PC as
the Visual Vectors software? . . . . . . . . . . . . . . . . . . . . . . . . . . .  7-11
Why isn’t the CentreVu Supervisor icon displayed on
the CentreVu Framework toolbar if I have a client
installation of the Supervisor software on the same PC
as the Visual Vectors software? . . . . . . . . . . . . . . . . . . . . . . . . .  7-12
Performance Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7-13
Why isn’t the application more responsive?. . . . . . . . . . . . . . . .  7-13
Why isn’t deleting an object in the Navigator instantaneous? . .  7-13
Why isn’t viewing the VDNs for an ACD in the Navigator 
instantaneous?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7-13
Miscellaneous Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7-14
Why does the software seem to hang, with the cursor in
the wait state?  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7-14
Why does Visual Vectors need Microsoft Internet
Explorer 3.02 or later to work? . . . . . . . . . . . . . . . . . . . . . . . . . .  7-14
Why doesn’t Visual Vectors Help appear to work?  . . . . . . . . . .  7-14
Why does the application fail to repaint the screen or
respond to any input?  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7-15
Why has the software crashed and what should I do?  . . . . . . .  7-15 
						

							   CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
General PC Issues  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-16
Why is accessing my hard drive so slow?  . . . . . . . . . . . . . . . . . 7-16
Why is it necessary to access my hard drive so much? . . . . . . . 7-16
Do you think I might have some kind of virus? . . . . . . . . . . . . . . 7-16
GL Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  GL-1
IN Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  IN-1