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 
19 Assigning user access permissions 
3. Select OK.
4. Complete the appropriate text boxes in the displayed window and 
check Read, Write, and/or Exceptions for each item.
5. Select the +
 button on the toolbar or select Add from the Actions 
menu.
NOTE:
If you would like to modify access permissions that have already been 
assigned for a user, type the user ID
 in the User ID text box and...

Getting started 
20 CentreVu CMS user passwords 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
CentreVu CMS user 
passwords
For system security, passwords are recommended for all CentreVu CMS user 
IDs (login IDs). 
CentreVu CMS passwords are administered from the Solaris system, but 
may be changed locally. This section presents guidelines for selecting a 
valid password, a procedure for changing it, and procedures for replacing a 
forgotten password....

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
21 CentreVu CMS user passwords 
Changing a user’s password
NOTE:
To change a user’s password, you must be logged in through the 
CentreVu Terminal Emulator under the user ID for which you want to 
change the password.
To change a user’s password, complete the following steps:
1. From the CentreVu CMS MainMenu, press the F3 key to select the 
Commands menu.
The Commands menu displays.
2....

Getting started 
22 CentreVu CMS user passwords 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Replacing forgotten passwords
NOTE:
Only a CentreVu CMS administrator who is working on the Solaris 
system through a terminal or CentreVu Terminal Emulator can replace 
a forgotten password.
To replace a password that has been forgotten by a user, complete the 
following steps:
1. From the CentreVu Terminal Emulator, log in to the CentreVu CMS 
using the root...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
23  
Managing features
This section includes the administrative tasks that you will most frequently 
need to perform in the call center.
The topics included in this discussion are:
nTimetables, including how to locate and edit existing timetables
nScripting, including creating scripts to print reports, export report 
data, and schedule other operations to run automatically
nAssigning...

Managing features 
24 Creating and scheduling timetables 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Creating and scheduling 
timetables
What is a timetable?
You can use the CentreVu CMS Timetable function to schedule one or more 
tasks (actions) for completion at a specified time that is convenient and 
non-disruptive to your call center’s operation. 
The event(s) that runs the task(s) you create in the Timetable input window 
is called a timetable....

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
25 Creating and scheduling timetables 
Things to know before you start
Below are some of the points you should know before creating timetables:
nYou can define up to 100 tasks for each timetable and schedule each 
timetable’s start time.
nYou can schedule up to five timetables to run at the same time.
nTimetables that fail to run will be logged to the customer error log. 
The List all...

Managing features 
26 Creating and scheduling timetables 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Pressing the down arrow (¯) or the Tab key moves the cursor to the next 
field on the Timetable input window. 

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
27 Creating and scheduling timetables 
The following table defines what you should enter in each of the Timetable 
input window fields. Where it is helpful, an example of the entry is 
provided. This will help you understand what to enter in each of the fields in 
the Timetable input window. 
Field Description
Timetable 
nameA unique name that describes the contents of the 
timetable. It...

Managing features 
28 Creating and scheduling timetables 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Frequency and 
attributes 
(Select only 
one):Once—Select when you only want the timetable to run 
one time.
Dates—Use for monthly timetables or any specific 
date. For monthly timetables, type the specific day 
each month that you want this timetable to run (for 
example, 1/1/00, 2/1/00, and 3/1/00 in each individual 
row and field).
Hourly, Stop...