Lucent Technologies CentreVu Visual Vectors Version 8.0 Guide

							  Troubleshooting CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Troubleshooting FAQ7-13
Performance Issues7
Answers to questions about the performance of your CentreVu Visu al  
Vectors client software are as follows:
Why isn’t the application more responsive?7
There are a number of possible causes of responsiveness issues:
lThe hard disk is thrashing (frequent hard disk access).
This indicates that the machine does not have enough memory. To 
review the hardware requirements see page 1-5.
Solution: Add more physical RAM.
lToo many application programs are open.
This makes less physical memory available to Visual Vectors, 
especially when memory intensive operations are running.
Solution: Close down other applications to provide more memory 
for Visual Vectors.
lThe network link is slow.
Visual Vectors may be connected to the server via a slow connection.
Solution: Use a faster network link or a higher-speed modem.
Why isn’t deleting an object in the Navigator 
instantaneous?
7
When an object is deleted, the Navigator makes a copy of it, so the 
delete operation can be undone.
Why isn’t viewing the VDNs for an ACD in the Navigator 
instantaneous?
7
The first time after you log into a CMS server and Navigate any ACDs 
VDN Folder, permission-checking is performed (if it is enabled). The 
delay depends on the CMS server platform and the number of measured 
VDNs, but can range from one second to over a minute. 
						

							  Troubleshooting CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Troubleshooting FAQ7-14
Miscellaneous Issues7
Answers to miscellaneous other questions about CentreVu Vi s u a l  
Vectors Client software are as follows:
Why does the software seem to hang, with the cursor in
the wait state?
7
The application may not have actually hung; sometimes the cursor stays 
in the wait state even after a task has completed. If the cursor is moved, 
it will turn back to its normal state.
If a task takes place in the normal fashion, the progress bar should 
appear on screen, showing progress on work being done and then 
disappear. If a task hangs, the progress bar should stay on the screen for 
some period of time with no progress reported. In this case, moving the 
cursor is usually not possible.
Why does Visual Vectors need Microsoft Internet
Explorer 3.02 or later to work?
7
Help in Visual Vectors has been implemented using HTML Help which 
requires Internet Explorer 3.02 or later to work. It must be installed, but 
it does not have to be set as the default browser (.htm application).
Why doesn’t Visual Vectors Help appear to work?7
There are a few causes which could prevent help from working:
lThe help file, for example, 
vv_en.chm (the English version), is 
missing or corrupted.
Solution: Copy this file from another working software installation 
or re-install Visual Vectors.
lThe help registry entries have been removed or corrupted.
Solution: Run 
hhupd.exe to setup the registry for HTML Help.
lThe installation program was executed from another machine, 
hence the registry entries for help on this PC are missing (for more 
details, see page 7-3).
Solution: Run 
hhupd.exe to setup the registry for HTML Help. 
						

							  Troubleshooting CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Troubleshooting FAQ7-15
Why does the application fail to repaint the screen or
respond to any input?
7
This should not normally happen. However, something in your PC 
environment could be causing this symptom. These problems may 
occur as General Protection Faults (GPFs), lockups or other mixed 
behavior. To determine if this type of problem exists, do the following:
1. Move everything out of your StartUp group.
2. Restart Windows.
3. Run Visual Vectors (making sure it is the only application running).
- If the problem does not go away, please provide the following to your 
Lucent Technologies support professional, representative or 
distributor: the error log (
error.log) and trace log (
trace.log) 
files, together with any useful information you can gather (for 
example, your operating environment and other PC applications, 
Visual Vectors installation type (Local or Network/Client), activity 
when Visual Vectors stopped responding, and so on).
- If the problem goes away, then another software application is 
causing your PC to have this problem. Continue with the next step.
4. Start running each file that was in your StartUp group.
- If you still encounter problems, then you will not be able to run this 
software at the same time you are running Visual Vectors. You 
should speak with the manufacturer of this package to determine 
why it is causing a problem in your environment.
Why has the software crashed and what should I do?7
If all else fails, please send the log files (
error.log and 
trace.log) 
and the user files (
user.odb and 
user.odt) to your Lucent 
Technologies support professional, representative or distributor, 
together with any useful information you can gather. This information 
might include, for example, your operating environment and other PC 
applications, Visual Vectors installation type (Local or Network/Client), 
activity when Visual Vectors crashed, and so on. 
						

							  Troubleshooting CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Troubleshooting FAQ7-16
General PC Issues7
Answers to questions in general about using CentreVu Visual Vectors 
Client software on your machine are as follows:
Why is accessing my hard drive so slow?7
A fragmented hard disk leads to slow disk access.
Be sure to run a defragmentation utility such as DEFRAG.EXE (Windows 
95 only - Defragmentation utilities are available for Windows NT 4.0, but 
none are currently shipped with it), this will speed up disk access. 
Important: do not run any defragmentation operation while using 
Visual Vectors (or any applications which require disk access), as this 
can lead to file corruption.
Why is it necessary to access my hard drive so much?7
To determine if a problem exists, do the following:
1. Check your Windows swap file configuration.
Check Virtual Memory Settings by right-clicking on the My 
Computer Desktop icon and selecting Properties. Click on the 
Performance tab and check Virtual Memory settings.
- If recommended settings are selected, continue with Step 2.
- If not, then allocate more Virtual Memory and restart Windows.
2. Check free space of the drive on which Windows is installed.
A full hard disk can create a bottleneck because there may not be 
sufficient space to generate an optimal swap file.
- If 50 MB or more is free, continue with Step 3.
- If less than 50 MB is free, free more space and restart Windows.
3. Check your memory in Windows.
64MB or more of physical RAM provides optimal performance.
Do you think I might have some kind of virus?7
Viruses typically hook disk and memory access routines. This can cause 
performance problems. Use a good virus-checking package to scan for 
and remove viruses. Run it regularly. However, for best performance, do 
not run it at the same time that you are using Visual Vectors software. 
						

							  Glossary CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
GL-1
CentreVu
Visual VectorsGlossary0
Accelerator KeysKeys that provide shortcuts to actions available on a 
menu.
Add/Remove 
ProgramsA Windows feature that allows you to remove programs 
that have been installed on your computer. The 
Add/Remove icon is found in the Control Panel window.
AnnouncementA 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.
Application FolderA folder on the network server that holds CentreVu 
Visual Vectors application software—executables and 
components.
AutoPlayA Windows feature that causes an application on a CD-
ROM to run without any user interaction as soon as the 
CD-ROM is inserted into the drive.
Automatic Call 
Distribution (ACD)A switch feature using software that channels high-
volume incoming and outgoing call traffic to agent 
groups (splits or skills). 
						

							  Glossary CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
GL-2
Call Center WorldA collection of objects and entities that can be viewed 
and administered through 
CentreVu Visual Vectors. 
Which objects and entities you can access, edit or 
assign depends upon your permissions.
Call Management 
System (CMS)A software product used by business customers that 
have Lucent Technologies telecommunications 
switches/ECS servers and receive a large volume of 
telephone calls that are processed through the 
Automatic Call Distribution (ACD) feature of the 
switch/ECS. The CMS server collects call-traffic data, 
formats management reports, and provides an 
administrative interface to the switches’ ACD feature.
CentreVu 
FrameworkThe window from which you access Visual Vectors tools 
such as Navigator, Vector Editor, and VDN Assignment.
CentreVu 
SupervisorThe Call Management System client application for the 
Microsoft® Windows® 32-bit operating environments.
ClientA single PC that uses CentreVu Visual Vectors software.
Containee, 
Containee Count 
propertyAn object in your Call Center World that is logically 
contained within other objects. Analogous to a file. For 
example, the Containee Count property for each CMS 
object in your Call Center World is 1-8 ACD objects. The 
maximum count for each entity folder (for split/skill 
objects, trunk groups, VDNs, and vectors) depends on 
switch type and version for an ACD. 
						

							  Glossary CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
GL-3
ContainerAn object in your Call Center World that logically 
contains other entities or objects. Analogous to a folder 
or directory. 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 split/skill 
objects, trunk groups, VDNs, and vectors).
Context menuA menu with specific actions for an entity or object, often 
accessed by clicking the right mouse button on it.
Current windowThe window in which you are currently working (usually 
indicated by a highlighted title bar).
DEFINITY® ECSThe name for Lucent Technologies’ Enterprise 
Communications Server telecommunications switch.
DeleteAn action that removes the object from your Call Center 
World. A warning will display if a Delete action will also 
affect entries in the 
CentreVu CMS database.
DictionaryA CMS subsystem that can be used to assign names to 
various call center entities such as splits/skills, trunk 
groups, VDNs and vectors. These names appear in 
Visual Vectors windows, making them easier to interpret.
Dialog BoxA small on-screen window that conveys or requests 
information from the user. This window can contain list 
boxes, text boxes, tabbed pages, and so forth.
EntityA generic term that refers to one of the following: 
Announcement, Split/Skill, Trunk Group, VDN, or Vector. 
						

							  Glossary CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
GL-4
Expert Agent 
Selection (EAS)Expert Agent Selection (EAS) is an optional switch/ECS 
server feature that builds on the power of the Call 
Vectoring and ACD features of the switch/ECS 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 vector commands Queue-to 
and Check 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.
CMS collects data on skills in the same manner as it 
collects data on splits. CMS also reports VDN data by 
VDN skill preference, so that customers can assess the 
call center performance relative to calls requiring 
particular skills.
FolderAn object in the Navigator tool that contains entities 
(splits/skills, trunk groups, VDNs, and vectors). Folders 
are used to visually group all entities of a specific type 
for an ACD container.
Installation FolderA folder on the network that holds all of the CentreVu 
Visual Vectors files. Setupclient.exe is run from this 
folder to install Supervisor on each client computer.
Local InstallationWith this type of installation, you install all of the 
Supervisor software to disk space local to each 
computer from a CD-ROM or from the network.
LogA file that contains a record of computer activity as well 
as backup and recovery data.
MeasuredA term that means an ACD entity (split/skill, trunk group, 
vector, VDN) has been identified for CMS to collect data. 
						

							  Glossary CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
GL-5
Menu barA 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.
Message windowTemporary window used only for displaying information 
or errors.
Name propertyFields in which you may enter or change a name 
(synonym) that has been entered in the CMS Dictionary 
(for example, names of announcements, splits/skills, 
trunk groups, vectors, or VDNs).
NavigatorThe software tool accessed from CentreVu Framework 
that provides hierarchical tree and list/details views of 
the objects in your Call Center World. Analogous to 
Windows Explorer.
ObjectAny item which may appear in your Call Center World 
via the Navigator tool. Objects can be containers of other 
objects or entities (VDNs folder), or an object may be an 
administrable entity itself (VDN).
PermissionsPermissions assigned to users so they can access 
different areas in CMS or administer specific entities 
(splits/skills, trunk groups, vectors, etc.) of the ACD. 
Access permissions are specified as read (R) or write 
(W) permission or both (RW). Read permission means 
the user can access and view data (for example, in the 
Navigator window). Write permission means the user 
can add, modify, or delete data and execute processes. 
						

							  Glossary CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
GL-6
PromptingA 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.
Readme FileA file that provides up-to-the-minute information on a 
newly released product; in this case, 
CentreVu Visual 
Vectors software.
Read-OnlyA folder or file that can be read, but not updated or 
erased.
RegistryThe system-wide depository of information supported by 
Windows. The registry contains information about the 
system and its applications, including clients and 
servers.
ScratchPadAn area in each Visual Vectors user’s Call Center World 
to which they can save graphical vectors that they have 
created or edited.
Selected objectThe current, highlighted object in a Navigator window.
Setup ProgramA program that configures a system for a particular 
environment; for example, it informs the system of a new 
device or interface, such as 
CentreVu Framework.
Shared InstallationWith this type of installation, the CentreVu Visual Vectors 
application software is installed to a shared application 
folder on the network server, but user-specific files and 
logs are stored in a folder on each user’s PC or on their 
own network drive.