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 administrative steps may vary between the 
different versions of DEFINITY systems, CentreVu CMS, and CentreVu 
Supervisor, but the information and instructions will help you through most 
of the operations. 
We wrote this book for you!
Use this book if you are a call center system administrator.  Use it before you 
attend training, and take it with you to your class.  Mark it up, make notes in 
it, and use it daily even after you complete training.  If you are a new 
administrator taking over the position from someone else, or your are filling 
in for your companys regular administrator temporarily, or if you just want 
to refresh your memory about advanced call center operations, this book is 
for you. 
						

							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 of 
the ACDs.
Call center 
administrationProvides step-by-step instructions for reconfiguring 
and displaying information about ACD call center 
features that have previously been administered on 
the switch.
We recommend that you also refer to the DEFINITY 
System’s Little Instruction Book for advanced 
administration for more information on call centers.
System setup 
parametersProvides instructions on how to view the switch 
setup information as it was assigned during 
installation and how to view or change CentreVu 
CMS system configurations.
Managing vectorsProvides an overview of how calls can be processed 
using the call vectoring feature and explains some of 
your options and related features.
Multi-site 
applicationsA summary of Enhanced Look-Ahead Interflow 
(ELAI) and Best Service Routing (BSR) with tips 
for planning and administering multisite 
applications, using vector commands.
Call and agent 
selection methodsDescribes how to manage call and agent selection 
methods using CentreVu Advocate. 
						

							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 keys, fields, text boxes, and menu content items 
are printed in italics, for example, Enter.
nWe show screens from the newest CentreVu systems and refer to the 
most current books. Please substitute the appropriate commands for 
your system and refer to the manuals you have available.
nIf you need help completing a field entry, you can either:
— Press the F1 key to access context-sensitive HELP or
— Select HELP from the menu bar.
nYou may see the following symbols in this book:
Tip:
Draws attention to information that you may find helpful in 
completing the related procedures.
NOTE:
Draws attention to information that is included in the paragraph.
!CAUTION:
Calls attentions to a situation that could result in harm to the 
software, loss of data, or a possible service interruption.  
						

							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 registered trademark of Lucent Technologies.
nDEFINITY
® is a registered trademark of Lucent Technologies.
nINFORMIX
® is a registered trademark of Informix Software, Inc.
nMicrosoft
®, MS®, MS-DOS®, and Windows® are registered 
trademarks of Microsoft Corporation.
nNetWare
®, Novell®, OPEN LOOK®, and UnixWare® are registered 
trademarks of Novell, Inc.
nSolaris
® is a registered trademark and SolsticeTM is a trademark of 
Sun Microsystems, Inc.
nUNIX
® is a registered trademark of Novell, Inc. in the United States 
and other countries, licensed exclusively through X/Open 
Corporation.
nX Window System
TM is a trademark and product of the 
Massachusetts Institute of Technology.
When used in this book, these trademark and registered trademark product 
names are shown in italics. If the name is used in a block of text that already 
incorporates italics, then the appropriate symbol is included in the call-out. 
						

							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, advanced 
administration, and basic diagnostics on the DEFINITY ECS.
CentreVu CMS and CentreVu 
Supervisor books
nCentreVu Call Center Little Instruction Book for basic 
administration, 585-210-935, Issue 1, Comcode 108502253
nCentreVu Call Center Little Instruction Book for advanced 
administration, 585-210-936, Issue 1, Comcode 108502261
nCentreVu Call Management System Release 3 Version 8 
Administration, 585-210-910, Issue 1, Comcode 108501743
nCentreVu Call Management System Database Items, 585-210-939, 
Issue 1, Comcode 108502345
nCentreVu Call Management System Release 3 Version 8 External 
Call History Interface, 585-210-912, Issue 1, Comcode 108501784
nCentreVu Call Management System Release 3 Version 8 Upgrades 
and Migrations, 585-210-913, Issue 1, Comcode 108501834
nCentreVu Call Management System Release 3 Version 8 Software 
Installation and Setup, 585-210-941, Issue 1, Comcode 108502360 
						

							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 Getting Started, 
585-210-928, Issue 1, 108502170
nCentreVu Supervisor Version 8 Reports, 585-210-929, Issue 1, 
Comcode 108502188
nCentreVu Report Designer Version 8 User Guide, 585-210-930, Issue 
1, Comcode 108502196
nCentreVu Call Management System Forecast, 585-215-825, Issue 1, 
Comcode 107876203
nCentreVu Call Management System Custom Reports, 585-215-822, 
Issue 2, Comcode 108501867
CentreVu Visual Vectors books
nCentreVu Visual Vectors Version 8 User Guide, 585-210-932, Issue 
1, Comcode 108502220
nCentreVu Visual Vectors Version 8 Installation and Getting Started, 
585-210-933, Issue 1, Comcode 108502238 
						

							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 Communications Server Release 8 Call 
Vectoring/EAS Guide, 585-230-521, Issue 4, Comcode 108596545
nDEFINITY Enterprise Communications Server Release 8 Guide to 
ACD Call Centers, 555-233-503, Issue 2, Comcode 108596354
nDEFINITY Enterprise Communications Server Basic Call 
Management System (BCMS) Operations, 555-230-706, Issue 2, 
Comcode 108485087 
						

							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 Technologies
Call Center Little Instruction Book
Product Documentation Group
11900 North Pecos Street
Denver, Colorado 80234 USA
Fax to: 303-538-1741
Send email to:  [email protected]
How to get this book on the 
world wide web
If you have internet access, then you can view and download the latest 
version of Call Center Little Instruction Book for advanced administration. 
You must have a copy of Acrobat Reader to view the book. 
To access the latest version of this book, complete these steps:
1. Access the Customer Self-Service Center web site at 
http://support.lucent.com
2. Select Information Resources. 
3. Select 
ELMO. 
						

							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 1-800-457-1764
International Voice317-322-6416
International Fax317-322-6699
Write: Lucent Technologies Publications Center
2855 North Franklin Road
Indianapolis, IN 46219
Order: Document 585-210-936
Comcode 108502261, Issue 1, December 1999
NOTE:
We can place you on a standing order list so that you will 
automatically receive new issues of this book. For more information 
on standing orders, or to be put on a list to receive future issues of this 
book, contact the Lucent Technologies Publications Center. 
						

							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
...for help with feature administration and system 
applications1-800-225-7585
Lucent Technologies National Customer Care 
Center Support Line
...for help with maintenance and repair1-800-242-2121
Lucent Technologies Centers of Excellence
nAsia/Pacific
nWestern Europe/Middle East/South Africa
nCentral Eastern Europe
nCentral/Latin America/Caribbean
nNorth America65-872-8686
441-252-391-889
361-270-5160
1-303-538-4666
1-800-248-1111