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
Welcome 
xi Why this new book? 
Welcome
Why this new book?
This book contains the information you need for basic call center 
administration using the DEFINITY Enterprise Communication Server 
(ECS), CentreVu Call Management System (CMS) and CentreVu 
Supervisor. Some steps may vary between the different versions of 
DEFINITY systems, CentreVu CMS, and CentreVu Supervisor, but the 
instructions provided will...

Welcome 
xii What this book contains 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
What this book contains
The CentreVu Call Center Little Instruction Book for basic administration is 
divided into sections and arranged to guide you through your day-to-day 
operations. The following table outlines the sections of the book and their 
contents.
Getting startedProvides an overview of a call center. It is designed 
to familiarize you with the CentreVu CMS...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Welcome 
xiii Conventions and terms used in this book 
Conventions and terms used 
in this book
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, and text boxes are...

Welcome 
xiv Trademarks and service marks 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Trademarks and service 
marks
The following trademarked names may be used in this document.
nAcrobat
® is a registered trademark of Adobe Systems Incorporated.
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...

Call Center Little Instruction Book
for basic administration  585-210-935  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...

Welcome 
xvi Related books 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
nCentreVu Call Management System Release 3 Version 8 
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,...

Call Center Little Instruction Book
for basic administration  585-210-935  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...

Welcome 
xviii Tell us what you think! 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Tell us what you think!
Let us know what you like or do not like about this book. Although we 
cannot 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...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Welcome 
xix How to get this book on the world wide web 
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 basic 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...

Welcome 
xx How to order more copies of this book 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
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 Voice 317-322-6416
International Fax 317-322-6699
Write: Lucent Technologies Publications Center
2855 North Franklin Road
Indianapolis,...