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Lucent Technologies Lucent Call Centers Little Instruction Book For Basic Administration
Lucent Technologies Lucent Call Centers Little Instruction Book For Basic Administration
Here you can view all the pages of manual Lucent Technologies Lucent Call Centers Little Instruction Book For Basic Administration. The Lucent Technologies manuals for Communications System are available online for free. You can easily download all the documents as PDF.
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585-210-935 Comcode 108502253 Issue 1 December 1999
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Copyright Ó 1999, Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your...
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iii Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Quick Reference Use this area to record frequently referred to pages in this book and to keep personalized notes for quick and easy access. ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________...
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Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 iv Credits Writers Liz Stone Graphics Laurie King Production Meg Harrington ContributorsMike Bergum— CMS Helpline Jim Bitner— DEFINITY Helpline Marcia Bubeck— DEFINITY Helpline Mike Cozzette— CMS Provisioning Bob Feeser— CMS Tier 3 Jill Fulkerson— CMS Documentation Gaye James— Senior Consultant Sally Laughlin— Instructional Developer J.P. Pigman— CMS Helpline Doug Scherer— CMS Tier 3 Greg Schin—CMS Tier...
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v Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Welcome xi nWhy this new book?xi nWe wrote this book for you!xi nWhat this book containsxii nConventions and terms used in this bookxiii nTrademarks and service marksxiv nRelated booksxv CentreVu CMS and CentreVu Supervisor booksxv CentreVu Visual Vectors booksxvi CentreVu Explorer booksxvii DEFINITY ECS call center booksxvii nTell us what you think!xviii nHow to get this book on the world wide webxix...
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vi Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 nCentreVu Terminal Emulator when you are logged in to the CentreVu CMS10 nGetting help in CentreVu Supervisor11 nGetting help in CentreVu Terminal Emulator12 nAssigning a CentreVu CMS user ID13 nAssigning user access permissions16 nCentreVu CMS user passwords20 Rules for selecting a valid password20 Changing a user’s password21 Replacing forgotten passwords22 Managing features 23 nCreating and...
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vii Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Scheduling scripted reports to print39 Using Scripting to export report data39 Using Scripting to schedule operations to occur automatically40 Scripting an agent trace40 Organizing your scripts41 nAssigning Dictionary names42 Things to know before you start42 Add a name for a call center entity43 Creating an agent group44 nRunning Reports45 nDefining Exceptions47 Setting the exception thresholds47...
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viii Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Observing VDNs58 Observing remotely or by Feature Access Code59 Deactivating service observing59 nService observing indicators60 nThings to consider when service observing61 Bridged observers61 Ineligibility61 Multiple observers61 Trunk calls62 Conferenced calls62 Transferred calls63 nSecurity precautions to consider with service observing64 General security64 VDN-call security64 Vector-initiated...
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ix Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Error messages75 Console messages75 nTape management76 Tape rotation76 Labeling76 Storage76 nAutomating backups77 Keeping records 79 nElectronic system records80 Call center administration records80 Agent administration records81 User permissions records81 CMS system setup records81 Maintenance records82 nRecording system information83 CentreVu CMS server log83 Recovery kit and software log84 Terminal...
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x Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999