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
Managing features 
29 Creating and scheduling timetables 
In the upper-right corner of the Timetable input window is the Action List. 
Below is a description of the events that occur for each of the actions 
available on the Timetable input window.
Action Description
AddUse to create a timetable. 
NOTE:
When Add is selected, the CentreVu CMS 
MainMenu is displayed with Keeping Entries 
populated on the bottom...

Managing features 
30 Creating and scheduling timetables 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Scheduling a timetable
Creating a timetable is a two-part process. The first part schedules when the 
event will take place and the second part distinguishes what tasks or actions 
will occur.
NOTE:
To exit the timetable creation process at any time without saving any 
changes, select Stop from the Keep menu (accessed by pressing the F4 
key), and then...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
31 Creating and scheduling timetables 
Creating the tasks in a timetable
Now you need to complete the second part of the timetable. This involves 
assigning the tasks that are contained in the contents of the timetable and 
will run at the scheduled time. 
To add tasks to a timetable, complete the following steps:
NOTE:
These steps assume that you are continuing this task from the previous...

Managing features 
32 Creating and scheduling timetables 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
6. When you are finished adding tasks to this timetable, press F4 to 
select the Keep menu, highlight Stop, and press Enter.
An Acknowledgment window is displayed.
7. Select y 
and press Enter to save the tasks that are contained in the 
timetable.
8. Press the F5 key to select Exit and close the Timetable window.
You have now completed the second part...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
33 Creating and scheduling timetables 
6. Press Enter, select Get Contents from the Action list, and press Enter 
again.
The Timetable: Get Contents window displays with a list of the tasks 
the timetable contains and you are in the Keep mode for editing the 
timetable. 
You are now ready to perform any editing function for the tasks contained in 
your timetable.   For additional...

Managing features 
34 Creating and scheduling timetables 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
2. Highlight Call Center Administration from the main menu and press 
Enter.
3. Select VDN Assignments from the Call Center Administration menu.
4. Type the required information (the new VDN number and the 
“Holiday Start” vector name) in the fields of this window, and press 
Enter.
5. Press Enter again to select the Run action. 
The Entries stored...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
35 Creating and scheduling scripts 
Creating and scheduling 
scripts
What is a script? 
A script is a set of commands that automates actions to run on the CentreVu 
CMS server or the DEFINITY ACD. Scripting is the CentreVu Supervisor 
feature that you can use to create scripts. 
The most common uses of Scripting is to create scripts for changing agent 
skills, running a report, or exporting...

Managing features 
36 Creating and scheduling scripts 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Things to know before you start
Below are some of the points you should know before creating scripts:
nYou must have the appropriate User Permissions to run the operation 
that is being requested in the script.
nYou are limited to a maximum of four simultaneous Supervisor 
sessions from one PC (including automatic scripts).
nOnce a script is created, it...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
37 Creating and scheduling scripts 
To set a user ID password for scripting, complete the following steps:
1. From the Controller, select Options from the Tools menu.
2. Select the Scripting tab. 
3. Select the Set User button.
4. Complete the input window with the following information:
nUser ID:   Type your CentreVu CMS user ID
.
nPassword: Type your CentreVu CMS password
.
nConfirm...

Managing features 
38 Creating and scheduling scripts 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
2. Complete the Report input window with the values for which you 
want your report to print data. 
For instance, if you want a historical report to print yesterday’s data 
each morning, then type –1
 in the Date(s) field. When the automatic 
script executes, the report will run with the inputs you selected.
NOTE:
You are creating an automatic script....