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 
xxi How to get help 
How to get help
If you need additional help, the following services are available. You may 
need to purchase an extended service agreement to use some of these 
services. See your Lucent Technologies representative for more information.
CentreVu CMS Helpline
...for help with feature administration, system 
applications, and reports1-800-242-2121
DEFINITY Helpline
...for help with...

Welcome 
xxii Before you contact Lucent Technologies for support 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Before you contact Lucent 
Technologies for support
Tip:
You can visit our web site at http://support.lucent.com/ to check 
status on service maintenance requests by individual case or location, 
order replacement of defective or damaged equipment on-line and 
download available software. 
If after checking the status of your maintenance...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
1  
Getting started
This section contains an overview of a call center. It provides basic 
instructions for the following tasks:
nAccessing and exiting CentreVu Call Management System (CMS) 
using the CentreVu Supervisor and CentreVu Terminal Emulator 
interfaces
nCentreVu Supervisor and CentreVu Terminal Emulator functions
nAssigning a CentreVu CMS user ID
nSetting user access permissions...

Getting started 
2 Overview of a call center 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Overview of a call center
A call center is a way of organizing people (agents) and equipment 
(telecommunications and computer) to achieve particular business goals. 
For example, a call center can be used to make several people accessible 
through one telephone number or to handle multiple calls simultaneously. 
Call centers work by organizing agents into...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
3 Overview of a call center 
For more detailed information on using the BCMS, refer to the DEFINITY® 
Enterprise Communications Server BCMS Operations (555-230-706) book. 
For more information on using the BCMS Vu application, refer to the 
BCMS Vu User Guide (585-217-102).
Administering the call center
You can administer different aspects of the call center from the DEFINITY 
or from the...

Getting started 
4 Accessing the CentreVu CMS 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Accessing the CentreVu CMS
You need to log in to the CentreVu CMS before you can administer your call 
center. To log in, you need to know your login ID (user ID) and your 
CentreVu CMS password.
Logging in to CentreVu CMS 
CentreVu CMS can be accessed using either the CentreVu Supervisor or the 
CentreVu Terminal Emulator interface. This section gives...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
5 Accessing the CentreVu CMS 
7. Select OK.
A message box indicates that CentreVu Supervisor is connecting to 
the CMS server. 
When a user with an Administrative ID logs in, they may see one of 
the following warning messages displayed:
WARNING - there is no record of a cmsadm backup being 
performed on this machine. Please perform a backup as soon as 
possible so that we will have a record...

Getting started 
6 Accessing the CentreVu CMS 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Logging out of CentreVu CMS
The following sections give you instructions on logging out of the CentreVu 
CMS.
Using CentreVu Supervisor 
Use either of the following methods to log out of the CentreVu CMS server, 
but leave the CentreVu Supervisor application running:
nSelect Logout from the Connect menu, or
nSelect the Logout button or the Exit button on the...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
7 Accessing the CentreVu CMS 
Use either of the following methods to log out of the CentreVu CMS and exit 
the CentreVu Terminal Emulator: 
1. Select Exit from the Profile menu
A dialogue box opens stating, “The connection is active, exit 
anyway?”
2. Select Ye s .
Or...
1. Click on the X 
in the upper-right corner of the CentreVu Te r m i n a l  
window.
A dialog box states “The connection...

Getting started 
8 CentreVu Supervisor when you are logged in to the CentreVu CMS 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
CentreVu Supervisor when 
you are logged in to the
CentreVu CMS
Once you have logged into a CentreVu CMS server, the CentreVu Supervisor 
Controller toolbar, status bar, and menu bar display the CMS systems to 
which you have access. Your CentreVu CMS User Permissions determine 
which of the menu items and toolbar buttons are...