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
Service observing 
59 Service observing procedures 
Observing remotely or by Feature 
Access Code
There may be times when you want to observe from outside of the physical 
call center location. 
Remote observing is initiated through Remote Access or Call Vectoring. 
Observers can observe calls from a remote location or a local terminal using 
service observing Feature Access Codes (FACs). When observing...

Service observing 
60 Service observing indicators 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Service observing indicators
As an observer, you receive button lamp and/or tone indicators when you 
activate and use service observing. The following table shows the general 
service observing indicators that you will receive as an observer.
The DEFINITY
® Enterprise Communications Server Administrator’s Guide 
(555-203-502) provides additional details...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Service observing 
61 Things to consider when service observing 
Things to consider when 
service observing
Consider the following circumstances when you are using service observing.
Bridged observers
Although an agent can be a member of multiple splits/skills, an agent can be 
observed by only one observer at a time. If two agents with different 
supervisors are observed and one agent calls the other, the...

Service observing 
62 Things to consider when service observing 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Trunk calls
If an agent being observed makes a trunk call, observation starts after the 
agent finishes dialing. For central office (CO) trunks, dialing is considered 
complete when answer supervision is returned or when answer supervision 
timeout occurs.
Refer to the DEFINITY
® Enterprise Communications Server Guide to ACD 
Call Centers...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Service observing 
63 Things to consider when service observing 
Conference members are observed during a conference regardless of their 
COR setting. 
If a VDN call being observed is conferenced to an agent call being observed, 
the VDN observer continues to observe and the agent observer goes into the 
wait state. If two observers (of either VDN or agent calls) are conferenced to 
a call, the first observer...

Service observing 
64 Security precautions to consider with service observing 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Security precautions to 
consider with service
observing
Depending on the service observing method that you are using, there are 
precautions that you can take to ensure the security of your system.
General security
Use the following COR restrictions to prevent unauthorized observing:
nFor the observer, set Can Be A Service...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Service observing 
65 Security precautions to consider with service observing 
Vector-initiated security
Use the following guidelines for vector-initiated observing:
nUse Call prompting commands in service observing vectors to 
provide passcode protection and limit access to specific destinations 
or vector-verified, caller-entered digits. 
nUse Time of Day/Day of Week checks in service observing vectors....

Service observing 
66 Security precautions to consider with service observing 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Remote-access security
Use the following guidelines for remote observing:
nUse Barrier Codes and Authorization Codes to limit the use of 
Remote Access to authorized users.
nUse different Authorization Codes for different service observing 
permissions.
nUse Facility Restriction Levels (FRLs) and restrictions such as the...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing backups 
67  
Managing backups
This section explains the different types of CentreVu CMS backups available 
and provides recommendations on when to run each kind of backup. 
Procedures on how to run backups and references on where to check the 
backup status are also included. Suggestions for tape management are also 
offered to aid in quick and accurate recoveries. 
The topics included in this...

Managing backups 
68 Why run a backup? 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Why run a backup?
Data is crucial to the successful operation of your call center. Therefore, 
backups are critical to the maintenance of your system. By regularly 
performing backups, you protect your CentreVu CMS data against the 
possibility of loss due to system failures, disk crashes, power outages, and so 
forth.
Tip:
Running backups while your system is running...