Lucent Technologies Lucent Call Centers Little Instruction Book For Basic Administration

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Keeping records 
79  
Keeping records 
Detailed records are vital in helping the system administrator optimize 
system operations. This section provides information on where to locate call 
center records and offers logs for you to use to record, manage, and organize 
your records.
Refer to the DEFINITY System’s Little Instruction Book for basic 
administration (555-230-727) for guidelines on keeping records...

Keeping records 
80 Electronic system records 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Electronic system records
Many of your call center records are stored electronically and can be 
accessed from the CentreVu CMS.
Call center administration records
Below is a list of the call center records that can be accessed from the Call 
Center Administration selector window in CentreVu Supervisor.
nCall Work Codes — Number(s) assigned to track a particular...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Keeping records 
81 Electronic system records 
Agent administration records
Call center records for the following lists are accessed from the Agent 
Administration selector window in CentreVu Supervisor.
nAgent Skills (EAS systems) — Lists an agent’s current skill 
assignments, along with the associated skill type or skill level.
nExtension Split Assignments — The split where the extension is 
currently...

Keeping records 
82 Electronic system records 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Maintenance records
Below is a list of maintenance records that can be accessed from the 
Maintenance selector window in CentreVu Supervisor.
nACD Status — Call center items that CentreVu CMS is measuring 
(such as the number of splits/skills, agents logged in, trunk groups, 
trunks, VDNs, and vectors).
nConnection Status — Data link monitoring between the...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Keeping records 
83 Recording system information 
Recording system 
information
The logs in this section can be used by the system administrator as a quick 
and easy reference of the CentreVu CMS components that are vital to the 
operation of your call center. We recommend that you complete each of 
these logs when the system is installed, update them as you upgrade the 
system, and refer to them as needed...

Keeping records 
84 Recording system information 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Recovery kit and software log
The Recovery kit consists of CentreVu CMS software and backups that are 
imperative to a speedy recovery of your system in the event of a system 
outage. The Sun software listed may vary depending on the release and 
version your CentreVu CMS server operates under and should be stored with 
the Recovery kit.
CMS Recovery kit...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Keeping records 
85 Recording system information 
Terminal and PC log
Use the following form to track all of the terminals and PCs that are used to 
access the CentreVu CMS.
Terminal/PC 
location or user
Terminal/PC type
Terminal/PC port 
connection 
number (if serial) 
PC CentreVu 
Supervisor 
connection 
options 

Keeping records 
86 Recording system information 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Printer log 
Use the following form to track all of the printers that are connected to serial 
ports for printing CentreVu CMS information and reports.
Printer location 
or user
Printer modelPrinter name 
Printer port 
connection 
number  

Call Center Little Instruction Book
for basic administration  
585-210-935  Issue 1
December 1999
Index 
87  
Index
A
ACD Access,17
action list
timetable
,29
adding tasks to timetable,33
administering and activating 
exceptions
,47
administering service observing,54
agent,53
agent group
remove agent
,44
agent groups
creating
,44
agent skills,81
agent trace,40
assigning Dictionary names,42
automatic backup,77
automatic scripts,35
administrative preparations,36
automating backups,77
AUX reason codes,49
B...

Index 
88  
Call Center Little Instruction Book
for basic administration  
585-210-935  Issue 1
December 1999
CMS
assigning user ID
,13
backups,68
changing a user’s password,21
logging in through CentreVu 
Supervisor
,4
logging out through CentreVu 
Terminal Emulator
,6
records,81
recovery kit and software log,84
replacing forgotten passwords,22
server log,83
system setup records,81
user passwords,20
user permissions,8, 16
cmsadm backup,5, 73
commands
shut down and restart
,73
console messages,75...