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
Managing system setup parameters 
39 Modifying data storage capacities 
 Preparing for modifications 
Here are a some steps to take before making changes to the Data Storage 
Allocation window.
nPrint a copy of the Data Storage Allocation window before changing 
any values. This will help if you need to refer back to previous 
parameters.
nIf DiskSuite is not being used, check Free Space Allocation to 
determine where space can be used for data storage.
nMake any changes during off-peak hours to minimize the loss of 
data. 
nTurn data collection off for all real ACDs. (See the Data Collection 
selection under the System Setup menu.)
nPut CentreVu CMS into single-user mode. (See the CMS State 
selection under the System Setup menu.)
To change the data storage values:
1. Access System Setup from the Tools menu.
2. Select Data Storage Allocation from the Operations tab of the CMS 
System Setup window.
3. Select the ACD you want to modify the data storage allocation for 
from the ACD drop-down list.
4. Select OK.
The Data Storage Allocation window opens. Current values are displayed for each data 
item and where applicable, the maximum number available on your system is displayed 
next to each data item.  
						

							Managing system setup parameters 
40 Modifying data storage capacities 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
5. Enter a new number to change the allocated data storage space in 
each of your preselected fields: 
Field Storage allocation
# of ItemsShould include expected growth.
Days of 
IntrahourMaximum 62 days.
Days of DailyMaximum 5 years (1825 days).
Weeks of 
WeeklyMaximum 10 years (520 weeks).
Months of 
MonthlyMaximum 10 years (120 months). 
Shift 1 (2, 3, 
or 4) TimesUsed to calculate space reserved for the 
historical agent table.
Maximum 
agents 
logged inMaximum number of agents logged in during the 
shift.
Total split/
skill 
members, 
summed 
over all splits/
skillsFor DEFINITY ECS systems, you need to count 
extensions in multiple splits/skills for each split/
skill agents are a member of.  This represents the 
maximum number of split/skill members 
measured or logged in at any one time. For 
DEFINITY ECS systems with EAS this 
represents the maximum agent/skill pairs (skill 
members), logged in.
Number of 
agent login/
logout 
recordsMultiply the number of days for which you want to 
save this information by the number of agents 
who log in and out each day, and multiply that by 
the number of times each agent logs out each 
day.
Number of 
agent trace 
recordsThe number of agent trace records for this ACD 
only. 
						

							Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing system setup parameters 
41 Modifying data storage capacities 
6. Once you enter your changes, select Modify from the Actions menu.
Successful is displayed in the status bar to indicate the data storage allocation changes 
have been stored in the database.
7. Turn data collection back on for all ACDs and restore CentreVu 
CMS to a multi-user state.
!CAUTION:
It is important to monitor the connection status of the link to be sure 
data is being transferred. See the Connection Status selection on the 
Maintenance menu.
Number of 
unmeasured 
trunk 
facilitiesSet this number high enough to handle the traffic 
expected over these unmeasured trunk facilities.
Number of 
exceptions 
records for all 
ACDsThe total number of each type of exception (for 
example: agents, splits/skills, VDNs).
Number of 
call recordsThe number of call records for this ACD only.
Field Storage allocation 
						

							Managing system setup parameters 
42 Summarizing data 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Summarizing data 
The Data Summarizing window is used to archive data into the historical 
database on demand for daily, weekly, and monthly summaries.
NOTE:
Since data is automatically archived by CentreVu CMS based on your 
entries in the Storage Intervals window and Data Storage Allocation, 
we recommend that you do not use this tool unless an archive failed or 
did not occur. 
Helpful tips 
Here are a few things you’ll want to know before running a manual archive.
nData summarizing results can be viewed from either the Archiving 
Status window or the Error Log Report under the Maintenance 
menu.
nDaily summaries must have successfully completed for each day of 
the week or month before CentreVu CMS archives the data for that 
week or month.
nPartial weekly or monthly data cannot be summarized.
nFor weekly archives to summarize, you must enter a date that falls 
within your predefined week (as specified in the Storage Intervals 
window) or any date after that week but before the next week’s start 
date.
nFor monthly archives to summarize, enter any day during the month 
for which you want the monthly data summarized. 
						

							Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing system setup parameters 
43 Summarizing data 
To run an archive manually:
1. Access System Setup from the Tools menu.
2. Select Data Summarizing from the Operations tab of the CMS 
System Setup window.
3. Select the ACD you want to manually run an archive for from the 
ACD drop-down list.
4. Select OK.
The Data Summarizing window opens.
5. Enter the ACD name or number, or use the drop-down list to select 
the ACD you want to run a manual archive for.
6. Select one of the following data types: 
DailyTo summarize intrahour data into daily data.
WeeklyTo summarize daily data into weekly data.
Or
MonthlyTo summarize daily data into monthly data.
7. Enter the date you want the data archived for, or use the drop-down 
list to select the date.
8. Select Run from the Actions menu.
An acknowledgement window opens, to warn you that archiving data can take a long 
time and cannot be canceled once it starts. 
9. Select Ye s.
Archiver Started is displayed on the status line for the first request, and Archiver request 
submitted is displayed if there is already a data summarization in progress. 
						

							Managing system setup parameters 
44 Verifying free space 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Verifying free space 
The Free Space Allocation window is used to verify the amount of free 
space available in the CentreVu CMS file system.
The available space is calculated by taking the free space currently available 
and subtracting the space assigned in Data Storage Allocation, but not yet 
used for CentreVu CMS.
To view free space:
1. Access System Setup from the Tools menu.
2. Select Free Space Allocation from the Operations tab of the CMS 
System Setup window.
NOTE:
It is not necessary to select an ACD, since the free space displayed is 
for the entire CMS file system, regardless of ACD.
3. Select OK.
The Free Space Allocation window opens. The approximate number of blocks required 
for each of the data items, the amount of free space (in blocks) currently available, and 
the percentage of space still available on the file system is displayed. 
NOTE:
Even though you may have more than one disk on your system, you 
will only see one file system in the Free Space Allocation window 
because of DiskSuite.
!WARNING:!
Parentheses around any block values indicates an overallocation of 
space for that value.  
						

							Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing system setup parameters 
45 Viewing storage intervals 
Viewing storage intervals
CentreVu CMS automatically archives data based on your entries in the 
Storage Intervals window. This window is used to specify how often 
intrahour data is archived, the time when the daily, weekly and monthly 
summaries are done, and the days of the week that begin and end your call 
center’s week. 
Default values were established in the Storage Intervals window during 
installation of your system and are rarely modified. You may occasionally 
use this window to view archive intervals that are set in your system.
To view storage intervals:
1. Access System Setup from the Tools menu.
2. Select Storage Intervals from the Operations tab of the CMS System 
Setup window.
NOTE:
It is not necessary to select an ACD, since the storage intervals are for the entire 
CMS file system, regardless of ACD.
3. Select OK.
The Storage Intervals window opens indicating the following archive intervals:
nIntrahour interval - how often intrahour data is archived.
nData summarizing time - what time the daily, weekly and monthly 
summaries are done.
nSwitch time zone offset - ensures that all CMS data and time stamps 
use the same clock.
nWeek start day - the day of the week that begins your call center’s 
week. This directly relates to weekly archiving and reports. 
						

							Managing system setup parameters 
46 Viewing storage intervals 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
nWeek stop day - the day of the week that ends your call center’s 
week. This directly relates to weekly archiving and reports.
nDaily start time - the time of day that data collection starts each day.
nDaily stop time - the time of day that data collection stops each day. 
						

							Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing system setup parameters 
47 Viewing switch information 
Viewing switch information
The Switch Setup window is used to view the CentreVu CMS release, 
version, and load, and the switch type, release, and features available that 
affect CentreVu CMS data for each ACD assigned during installation.
To view switch setup:
1. Access System Setup from the Tools menu.
2. Select Switch Setup from the Operations tab of the CMS System 
Setup window.
3. Select the ACD you want to view the switch setup for from the ACD 
drop-down list.
4. Select OK.
The Switch Setup window opens. 
5. Enter the ACD names or numbers, or use the drop-down list to select 
the ACDs you want to view switch setup on.
6. From the Actions menu, select one of the following:
nFind one - for one ACD entry
nList all - for multiple ACD entrie 
The Switch Setup window opens displaying all switch setup information as it was 
assigned during installation.  
						

							Managing system setup parameters 
48 Notes 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Notes