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
Call center administration 
29 Viewing trunk group members 
The Trunk Group Members window opens. 
6. Enter the trunk group numbers or names you want to view 
equipment locations for, or use the drop-down list or Browse button 
to select the trunk groups.
Tip:
If you leave the Trunk Groups field blank, all Trunk Groups and their 
assignments will be displayed.
7. Do one of the following to select...

Call center administration 
30 Changing VDN-to-vector assignments 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Changing VDN-to-vector 
assignments
The VDN Assignments window is used to change VDN-to-vector 
assignments that were initially assigned to vectors on the switch. You might 
want to do this, for example, on holidays, during emergencies, or after 
hours.
Helpful tips 
Here are a few things you’ll find helpful when using the VDN...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call center administration 
31 Changing VDN-to-vector assignments 
The VDN Assignments window opens. 
5. Enter the VDN numbers or names you want to reassign, or use the 
drop-down list or Browse button to select the VDN.
6. Enter the number or name of the vector you want to reassign the 
VDNs to, or use the drop-down list or Browse button to select the 
vectors. 
Tip:
To determine which vectors...

Call center administration 
32 View vector configurations 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
View vector configurations
The Vector Configuration report is used to view the trunk groups and VDNs 
that are associated with a given set of vectors and the skill preferences 
assigned to the VDNs. 
To view vector configurations:
1. Access Call Center Administration from the Commands menu.
2. Select the Reports tab from the Call Center...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing system setup parameters 
33  
Managing system setup parameters 
This section provides step-by-step instructions on how to use CentreVu 
Supervisor to view the switch setup information as it was assigned during 
installation. It also includes instructions on how to view or change CentreVu 
CMS system configurations.  This includes the CentreVu CMS state, data 
collection, storage...

Managing system setup parameters 
34 Changing from multi-user to single-user mode 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Changing from multi-user to 
single-user mode
The CMS State window is used to bring CentreVu CMS down to single-user 
mode and back to multi-user mode. This feature is used in combination with 
Data Collection, when it is necessary to change values in Data Storage 
Allocation, Free Space Allocation (for CentreVu...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing system setup parameters 
35 Changing from multi-user to single-user mode 
To change the CMS state:
1. Access System Setup from the Tools menu.
2. Select CMS State from the Operations tab of the CMS System Setup 
window.
NOTE:
It is not necessary to select an ACD, since the CMS state is changed regardless of 
ACD.
3. Select OK.
The CMS State window opens.
4. Select either: 
Single-user...

Managing system setup parameters 
36 Turning data collection off and on 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Turning data collection off 
and on
The Data Collection window is used to turn data collection off and on for 
real ACDs. This feature is used in combination with the CMS state when it 
is necessary to change values in Data Storage Allocation, Free Space 
Allocation (for CentreVu CMS versions prior to R3V6 that don’t have...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing system setup parameters 
37 Turning data collection off and on 
6. Select either Data Collection: 
On - to turn data collection on.
Tip:
When you turn data collection on, you should monitor the connection 
status of the link and make sure data is being transferred. See the 
Connection Status selection on the Maintenance menu.
Or
Off - to turn data collection off.
!CAUTION:
When data...

Managing system setup parameters 
38 Modifying data storage capacities 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Modifying data storage 
capacities 
The Data Storage Allocation window is used to specify how much data 
CentreVu CMS saves and for how long. The amount of data and the length 
of time the data is saved affects disk space, and is limited by your specific 
system configuration. 
Early warning signs
Yo u r  CentreVu CMS system...