Lucent Technologies CentreVu Visual Vectors Version 8.0 Guide

							  Glossary CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
GL-7
ShortcutAn icon on your computer screen that enables you to 
select and run an application (for example, 
CentreVu 
Visual Vectors) quickly and easily.
SkillAn attribute that is assigned to an ACD Agent. Agent 
Skills can be thought of as the ability for an Agent with a 
particular set of skills to handle a call which requires one 
of those skills. In relationship to your call center, think of 
a skill as a specific customer need/requirement or 
perhaps a business need of your call center. You will be 
defining your skills based on both these needs.
SplitA group of extensions that receives special-purpose 
calls in an efficient, cost-effective manner. Normally, 
calls to a split arrive primarily over one or a few trunk 
groups.
Start MenuThe menu that appears when you click on the Start 
button in the 
Windows taskbar. This menu contains 
programs and other 
Windows applications.
Status barA status bar is across the bottom of most windows 
(except the Navigator tool). The status bar shows the 
status of the current action in that window.
SwitchA private switching system providing voice-only or voice 
and data communications services (including access to 
public and private networks) for a group of terminals 
within a customers premises.
TaskbarThe bar that appears by default at the bottom of the 
Windows desktop. You can click buttons that appear on 
this bar to switch between running programs. 
						

							  Glossary CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
GL-8
Title barA 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 Visual Vectors’ tool windows 
will be listed on 
CentreVu Framework’s Window menu.
ToolbarA toolbar is under the menu bar of most windows. 
Toolbar icons represent actions you can perform.
To o l t i p sTooltips are available in most windows by placing the 
mouse cursor over a toolbar item for two seconds. 
Tooltips describe the actions performed by selecting the 
toolbar icon. Tooltips can be disabled in the Preferences 
window accessed via 
CentreVu Framework’s File menu.
Tr u nkA telephone circuit that carries calls between two 
switches, between a Central Office (CO) and a switch, or 
between a CO and a telephone.
Trunk GroupA group of trunks that are assigned the same dialing 
digits: either a phone number or a Direct Inward Dialed 
(DID) prefix.
VDN AssignmentThe VDN Assignment wizard software tool, accessed via 
CentreVu Framework, guides you through the process of 
assigning a vector and skill preference to a VDN. The 
windows that display if you select Vector Id or Skill Pref 
from the context menu of a VDN object are in this tool. 
						

							  Glossary CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
GL-9
VDN Skill 
Preferences 
propertyUp to three skill(s) can be assigned to a VDN. Calls use 
VDN skills for routing based on your preference (as you 
administer it in the vector). VDN skill preferences are 
referred to in the vector as 1st, 2nd, or 3rd.
A prioritized list of agent skills administered for a VDN 
that are required or preferred for the answering agent. 
VDN Skill Preferences represent the requirement that a 
call be routed to ACD agents with one or more abilities.
Ve c to rA list of steps that process calls in a user-defined 
manner. The steps in a vector can send calls to splits, 
play announcements and music, disconnect calls, give 
calls a busy signal, or route calls to other destinations. 
Calls enter vector processing via VDNs, which may have 
received calls from assigned trunk groups, from other 
vectors, or from extensions connected to the switch.
Ve c to r i n gA switch feature that provides a highly flexible method 
for processing ACD calls using VDNs and vectors as 
processing points between trunk groups and splits or 
skills. Call vectoring permits treatment of calls that is 
independent of splits or skills.
Similar to a computer program, a call vector is a set of 
instructions that control the routing of incoming calls 
based on conditions that occur in a call center 
environment. Examples of call vector conditions include 
time of day and the number of calls in queue. 
						

							  Glossary CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
GL-10
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 EditorThis software tool, accessed from CentreVu Framework, 
allows you to create and edit vectors visually, by 
dragging and dropping icons representing commands or 
steps and arranging them into vectors. You can attach 
comments, change layout, save and print the vectors.
Vector propertiesConditions or parameters accompanying a vector 
command that define the circumstances in which the 
command in that vector step will be applied to a call.
Visual Vectors 
Client softwareVisual Vectors is a software application which, via one or 
more 
CentreVu CMS servers, facilitates management of 
several entity types on multiple switches/ECS servers.
Visual Vectors 
Server softwareSoftware installed onto CentreVu CMS server(s) which 
enable(s) administration (changing or modifying 
configured entities) for ACDs linked to the CMS. 
						

							  Index CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
IN-1
CentreVu
Visual VectorsIndexIN
A
accelerator Keys
definition of  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-2
ACD link status  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-13
ACD object .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   6-29, 6-37
adding objects .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-17
Announcement Folder object.  .  .  .  .   6-30, 6-38
Announcement object.  .  .  .  .  .  .  .  .   6-30, 6-38
AutoPlay, Definition  .  .  .  .  .  .  .  .  .  .  .  .  .  4-2
C
Call Center World
objects in your .  .  .  .  .  .  .  .  .  .  .   6-26, 6-34
Call Center World object .  .  .  .  .  .  .   6-27, 6-35
CentreVu CMS
adding new CMS  .  .  .  .  .  .  .  .  .  .  .  .  . 6-16
CMS object .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   6-29, 6-36
container
definition of  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-2
context menu
definition of  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-2
Customer Care Center Phone Number .  .  .   1-3
D
database
deleting entries.  .  .  .  .  .  .  .  .  .  .   6-20, 6-21
E
Edit menu  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-14
entity
definition of  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-3
F
File menu.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-8, 6-13
folder
definition of  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-3
Framework window.  .  .  .  .  .  .  .  .  .  .  .  .  .   6-6
H
Help.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   1-3
Help menu .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .6-11, 6-15
help system.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-16
I
input field
definition of  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   6-3
input fields
classes.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-25
name fields.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-25
rules.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-25
input windows.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-19
L
login status.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-13
M
menu bar .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-13
definition of  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   6-3
menus
Edit  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-14
File  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-8, 6-13
Help.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   6-11, 6-15
Tools  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-10
View.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-14
Visual Vectors .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-15
Window  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-10
N
name fields
rules.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-25
Navigator
definition of  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   6-3
toolbar  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-11 
						

							  Index CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
IN-2
O
objects
adding and deleting .  .  .  .  .  .  .  .  .  .  .  . 6-5
Call Center World  .  .  .  .  .  .  .  .  .  .  .  .  6-26
definition of.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-3
in your Call Center World.  .  .  .  .  6-26, 6-34
properties of.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-34
P
properties
of objects.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-34
R
Readme File
Where to Find.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 1-3
S
ScratchPad object.  .  .  .  .  .  .  .  .  .  .  .  6-28, 6-35
servers
adding new CMS.  .  .  .  .  .  .  .  .  .  .  .  .  6-16
Split/Skill Folder object .  .  .  .  .  .  .  .  6-30, 6-39
Split/Skill object  .  .  .  .  .  .  .  .  .  .  .  .  6-31, 6-39
Status bar
definition of.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-3
status indicators  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-13
T
Title bar
definition of.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-4
toolbar
definition of.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-4
in Navigator.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-11
toolbars
Visual Vectors.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-15
Tools menu .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-10
tooltips
definition of.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-4
Trunk Group Folder object  .  .  .  .  .  .  6-31, 6-40
Trunk Group object  .  .  .  .  .  .  .  .  .  .  6-31, 6-40
U
Uninstalling CentreVu Agent
Using the Add/Remove Programs Wizard  .
5-2
Uninstalling CentreVu Supervisor .  .  .   5-1–5-3
What is Removed.  .  .  .  .  .  .  .  .  .  .  .  .  . 5-1
V
VDN Assignment
definition of.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-4
VDN Folder object .  .  .  .  .  .  .  .  .  .  .  6-33, 6-42
VDN object  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-33, 6-42
Vector Editor
definition of.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-4
Vector Folder object  .  .  .  .  .  .  .  .  .  .  6-32, 6-41
Vector object  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-32, 6-41
View menu  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-14
Visual Vectors window
definition of.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-2
W
Window menu  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-10
windows
CentreVu Framework .  .  .  .  .  .  .  .  .  .  . 6-6
input windows .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-19
menu bar  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-7, 6-13
menus in.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-15
property .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-23
status bar  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-7
toolbar .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-6
toolbars in.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-15
using Visual Vectors .  .  .  .  .  .  .  .  .  .  .  6-15
window controls .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-6 
						

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Document Title:CentreVu Visual Vectors Installation and Getting Started
Document No.: 585-210-933  Comcode: 108502238
 Date: December 1999
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