Lucent Technologies Lucent Call Centers Little Instruction Book For Advanced Administration

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Welcome 
xi Why an advanced book? 
We l c o m e
Why an advanced book?
Youve told us that you want to understand the features that are available to 
optimize your call center.  This is it!  This book contains the information you 
need for advanced call center administration using the DEFINITY Enterprise 
Communication System, CentreVu Call Management System (CMS), and 
CentreVu Supervisor.  The...

Welcome 
xii What this book contains 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
What this book contains
The Call Center Little Instruction Book for advanced administration is 
divided into sections to help you find information and instructions about 
advanced call center topics.
Agent 
administrationProvides information on reconfiguring and 
displaying information about ACD Agent features 
that have previously been administered on each...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Welcome 
xiii Conventions and terms used in this book 
Conventions and terms used 
in this book
Being familiar with the following terms and conventions will help you to 
use this book in your call center.
nIn this book we use the terms “switch” and “split/skill”. Other 
Lucent Technologies books may refer to the switch as the “PBX”, 
and a split/skill as a “hunt group”.
nOperational function...

Welcome 
xiv Trademarks and service marks 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Trademarks and service 
marks
The following trademarked names may be used in this document.
nAUDIX
® is a registered trademark of Lucent Technologies.
nBCMS Vu
® is a registered trademark of Lucent Technologies.
nCallmaster
® is a registered trademark of Lucent Technologies.
nCentreVu
® is a registered trademark of Lucent Technologies.
nConversant
® is a...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Welcome 
xv Related books 
Related books
The following documents include information related to the Lucent Call 
Center Release 8.
NOTE:
The Lucent Call Center Release 8 Documentation CD-ROM 
(585-210-926) includes the on-line version of most of the documents 
listed in this section.
The DEFINITY System’s Little Instruction Book series is a good 
resource for information on basic administration,...

Welcome 
xvi Related books 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
nCentreVu Call Management System Release 3 Version 8 Hardware 
Maintenance and Troubleshooting, 585-210-919, Issue 1, Comcode 
108501917
nCentreVu Call Management System Switch Connections and 
Administration, 585-25-876, Issue 2, Comcode 10850958
nCentreVu Advocate Release 8 User Guide, 585-210-927, Issue 1, 
108502162
nCentreVu Supervisor Version 8 Installation and...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Welcome 
xvii Related books 
CentreVu Explorer books
nCentreVu Explorer II User Guide, 585-218-200, Issue 1, Comcode 
108456617
nCentreVu Explorer II Installation for Windows NT, 585-218-201, 
Issue 1, Comcode 108456625
DEFINITY ECS call center books
These documents are issued for DEFINITY ECS call center applications. 
The intended audience is DEFINITY ECS administrators. 
nDEFINITY Enterprise...

Welcome 
xviii Tell us what you think! 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Tell us what you think!
Let us know what you like or don’t like about this book. Although we can’t 
respond personally to all of your feedback, we promise we will read each 
response we receive. 
You can use the Reply Card at the beginning of the book as a guide to what 
type of information will be helpful to us to improve this book.
Write to us at: Lucent...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Welcome 
xix How to order more copies of this book 
4. Enter your IL (Location ID) to access the library. 
5. Enter 
585-210-936 (the document number) to view the latest version 
of the book. 
How to order more copies of 
this book
You can use any of the following methods to contact us for more copies of 
this book.
Call: Lucent Technologies Publications Center
Voice 1-800-457-1235
Fax...

Welcome 
xx How to get help 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
How to get help
If you need additional help, the following services are available. You may 
need to purchase an extended service agreement to use some of these 
services. See your Lucent Technologies representative for more information.
CentreVu CMS Helpline
...for help with feature administration, system 
applications, and reports1-800-242-2121
DEFINITY Helpline...