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 a report Destination:
View Report on Screen to view the report on the screen, and select 
OK. 
Or 
Print Report on: and use the Select Printer button to choose the 
Windows printer you want your report to print on. The Print window 
opens allowing you to proceed using common print functions. Select 
Cancel or Close to exit the Trunk Group Members window when you 
are finished printing your reports. 
						

							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 Assignments 
window.
nMultiple VDNs can be assigned to a single vector, but each VDN 
cannot be assigned to more than one vector.
nYou can schedule VDN assignment changes on a timetable. This is 
useful if you want the changes to take effect after hours or during 
holidays.
nWhen scheduling VDN moves on a timetable, you need to combine 
all the VDN moves onto one timetable, or schedule each VDN 
assignment timetable far enough apart so that each move has time to 
complete before the next move starts.
To change VDN-to-vector assignments:
1. Access Call Center Administration from the Commands menu.
2. Select the ACD you want to change VDN assignments for from the 
ACD drop-down list.
3. Choose VDN Assignments from the Operations tab of the Call Center 
Administration window.
4.  Select OK.  
						

							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 the VDNs have been assigned, leave the 
input fields blank and select List All.
7. Select Modify from the Actions menu.
Successful is displayed in the status bar to indicate the VDN-to-vector assignments have 
been stored in the database.
NOTE:
You cannot exit this window until the switch responds to your 
requested changes.  
						

							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 Administration window.
3. Select the ACD you want to view vector configurations for, from the 
ACD drop-down list.
4. Choose Vector Configuration from the Reports tab of the Call Center 
Administration window.
5.  Select OK. 
The Vector input window opens. 
6. Enter the vector numbers or names for which you want to view trunk 
groups, VDNs, and VDN skill preferences, or use the drop-down list 
or Browse button to select the trunk groups.
7. Do one of the following to select a report Destination:
View Report on Screen to view the report on the screen, and select 
OK. 
Or 
Print Report on: and use the Select Printer button to choose the 
Windows printer you want your report to print on. The Print window 
opens allowing you to proceed using common print functions. Select 
Cancel or Close to exit the Vector input window when you have 
finished printing your reports. 
						

							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 parameters, external applications, and data archiving. 
!CAUTION:
It is important that the CMS configurations established under each of 
the menu items listed under the Operations tab in the CMS System 
Setup window remain stable. You should not be working in the CMS 
System Setup window daily because any changes you make in CMS 
System Setup could affect performance, disk space, or data collection.  
						

							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 CMS versions prior to 
R3V6 that don’t have DiskSuite), Storage Intervals, and Restore Data (for 
System Administration and ACD Administration data). 
You can also select the master ACD for clock synchronization from this 
window.
Tip:
We recommend that you make these changes during off-peak hours to 
minimize loss of data.
Helpful tips 
Here are a few things you’ll want to know before changing the CMS state or 
the master ACD for clock synchronization.
nSingle-user mode means only one person can log into CentreVu 
CMS. Data continues to be collected for the ACDs for which data 
collection is turned on. 
nMulti-user mode means any administered CentreVu CMS user can 
log into CentreVu CMS.  Data continues to be collected for each 
ACD for which data collection is turned on.
nData collection must be turned off for all ACDs to change the master 
ACD for clock synchronization. Use the Data Collection window in 
CMS System Setup to turn data collection off and on. 
						

							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 mode
Or
Multi-user mode.
5. Select Modify from the Actions menu.
NOTE:
When changing the CMS state to a single-user mode, a message box is 
displayed to all users indicating that CentreVu CMS will be brought 
down in 1 minute. Users are automatically logged off after 1 minute. 
If you log out of CentreVu CMS while in single-user mode, you must 
wait at least 10 seconds before logging in again. 
						

							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 
DiskSuite), Storage Intervals, and Restore Data (for System Administration 
and ACD Administration data). 
Tip:
We recommend that you make these changes during off-peak hours to 
minimize the loss of data.
To turn data collection off or on:
1. Access System Setup from the Tools menu.
2. Select Data Collection from the Operations tab of the CMS System 
Setup window.
3. Select the ACD you want to modify the data collection for from the 
ACD drop-down list.
4. Select OK.
The Data Collection window opens.
5. Enter the ACD name or use the drop-down list to select the ACD you 
want to modify data collection for.  
						

							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 collection is turned off, calls continue to be processed but 
you lose any data being recorded by CentreVu CMS. 
7. Select Modify from the Actions menu.
!WARNING:!
If you are doing a maintenance restore, do not start Data Collection 
until all system administration data and ACD-specific administration 
data are restored. You can determine this by viewing the Restore 
status. 
						

							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 provides the following warning signs when it is 
running low on space.
nA message is displayed each time you log in to CentreVu CMS 
indicating that your CMS file system is low on space.
nMessages are logged daily in the Error Log Reports. See the Error 
Log Reports selection under the Maintenance reports tab.
nIf the system has less than 2000 blocks of free space remaining, it is 
automatically placed in single-user mode and data collection is 
turned off.
!WARNING:!
If the number of measured items in the switch was increased and Data 
Storage Allocation in CentreVu CMS was not modified to 
accommodate the increase, the link to CMS will go down when switch 
translations occur. The link between the switch and CMS will stay 
down until either Data Storage Allocation in CMS is modified or the 
number of measured items in the switch is equal to or less than the 
capacity Data Storage Allocation shows it will accommodate.