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
Getting started 
9 CentreVu Supervisor when you are logged in to the CentreVu CMS 
Menu bar
The Menu bar lists the available drop-down menus. The Connect, Tools and 
Help menus are available before you log in to a CentreVu CMS server. Once 
you log in to a CentreVu CMS server, the Commands and Scripts menus are 
also available.
NOTE:
The CentreVu® Call Management System Release 3 Version 8 
Administration...

Getting started 
10 CentreVu Terminal Emulator 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 Terminal Emulator 
when you are logged in to
the CentreVu CMS
Once you have logged into CentreVu CMS using the CentreVu Te r m i n a l  
Emulator interface, the ASCII version of the CentreVu CMS MainMenu 
displays. In general, you will only use this CentreVu CMS interface to 
administer Timetables and change...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
11 Getting help in CentreVu Supervisor 
Getting help in CentreVu 
Supervisor
The Windows-based on-line help for the CentreVu Supervisor interface is 
accessed by either:
nPressing the F1 key for specific help (context sensitive) on the 
screen that is currently active.
nSelecting the Help button from the menu bar to choose from the 
following options.
—Contents
Opens the Help Topics window,...

Getting started 
12 Getting help in CentreVu Terminal Emulator 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting help in CentreVu 
Terminal Emulator
The on-line help for the CentreVu Terminal Emulator is accessed by pressing 
F1 to access the Help Screen Labeled Key (SLK). 

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
13 Assigning a CentreVu CMS user ID 
Assigning a CentreVu CMS 
user ID 
A CentreVu CMS user ID (login ID) must be assigned to each person who 
needs access to the CentreVu CMS server. Once assigned, the user ID 
becomes the CentreVu CMS user’s login ID, which the person will use to log 
in to the CentreVu CMS server via the CentreVu Supervisor interface. The 
user ID is used to assign user...

Getting started 
14 Assigning a CentreVu CMS user ID 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Tip:
The User Data window, which is accessed from the User Permissions 
item on the Tools menu has some default values populated. You may 
want to clear the default values by pressing CTRL+ Z
 before doing a 
Find one or List all.
3. In the User ID text box, type a unique user ID
 to add or modify. 
The user ID must be three to eight lowercase,...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
15 Assigning a CentreVu CMS user ID 
8. In the Minimum refresh rate text box, type the number of 
seconds
 that will elapse between real-time report displays being 
brought up-to-date with the current switch activity.
9. In the Login ACD text box, use the drop-down menu to select the 
DEFINITY ECS ACD
 that will be the user’s default ACD upon 
initial log in to the CentreVu CMS server. 
10....

Getting started 
16 Assigning user access permissions 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Assigning user access 
permissions
You can monitor and administer many call center activities with the 
CentreVu CMS. The User Permissions feature is used to restrict CentreVu 
CMS user access to a need-to-know or need-to-do basis. 
Users with an Administrator login type have access to the entire CentreVu 
CMS system. Secondary administrators, such as...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
17 Assigning user access permissions 
Select User Permissions from the Tools menu to assign Read, Write, and 
Exceptions access permissions for each user ID in each of the following 
categories:
Category Explanation
ACD AccessACD Access is used to give the user the 
ability to see the data that is collected on a 
specific ACD.
Feature AccessFeature Access is used to give the user the 
ability...

Getting started 
18 Assigning user access permissions 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Tip:
Once a user’s access permissions have been assigned, any 
modifications to ACD, Feature, Main Menu Addition, Split/Skill, 
Trunk Group, or User Data does not take effect until the user logs out 
and logs back in.
To assign user access permissions in any of the above areas, complete the 
following steps:
1. Select User Permissions from the Tools...