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Lucent Technologies Lucent Call Centers Little Instruction Book For Basic Administration
Lucent Technologies Lucent Call Centers Little Instruction Book For Basic Administration
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Copyright Ó 1999, Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration documents provided with this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use. Lucent Technologies Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at +1 800 643 2353. Federal Communications Commission Statement Part 15: Class A Statement. This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense. Ordering Information Call: Lucent Technologies Publications Center Voice +1 800 457 1235 Fax +1 800 457 1764 International Voice 317 322 6416 International Fax 317 322 6699 Write: 2855 N. Franklin Rd. Indianapolis, IN 46219 USA Order: Document No. 585-210-935, Issue 1 Comcode 108502253, December 1999 You can be placed on a Standing Order list for this and other documents you may need. Standing Order will enable you to automatically receive updated versions of individual documents or document sets, billed to account information that you provide. For more information on Standing Orders, or to be put on a list to receive future issues of this document, please contact the Lucent Technologies Publications Center. European Union Declaration of Conformity Lucent Technologies Business Communications Systems declares that equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive89/336/EEC Low Voltage Directive73/23/EEC The “CE” mark affixed to the equipment means that it conforms to the above Directives. Acknowledgment This document was prepared by Global Learning Solutions, Lucent Technologies, Denver, CO USA.
iii Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Quick Reference Use this area to record frequently referred to pages in this book and to keep personalized notes for quick and easy access. ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________ ________________________________________________________
Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 iv Credits Writers Liz Stone Graphics Laurie King Production Meg Harrington ContributorsMike Bergum— CMS Helpline Jim Bitner— DEFINITY Helpline Marcia Bubeck— DEFINITY Helpline Mike Cozzette— CMS Provisioning Bob Feeser— CMS Tier 3 Jill Fulkerson— CMS Documentation Gaye James— Senior Consultant Sally Laughlin— Instructional Developer J.P. Pigman— CMS Helpline Doug Scherer— CMS Tier 3 Greg Schin—CMS Tier 3 Web/CD Production Ellen Heffington
v Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Welcome xi nWhy this new book?xi nWe wrote this book for you!xi nWhat this book containsxii nConventions and terms used in this bookxiii nTrademarks and service marksxiv nRelated booksxv CentreVu CMS and CentreVu Supervisor booksxv CentreVu Visual Vectors booksxvi CentreVu Explorer booksxvii DEFINITY ECS call center booksxvii nTell us what you think!xviii nHow to get this book on the world wide webxix nHow to order more copies of this bookxx nHow to get helpxxi nBefore you contact Lucent Technologies for supportxxii Getting started 1 nOverview of a call center2 Call center reporting tools2 Administering the call center3 nAccessing the CentreVu CMS4 Logging in to CentreVu CMS4 Logging out of CentreVu CMS6 nCentreVu Supervisor when you are logged in to the CentreVu CMS8
vi Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 nCentreVu Terminal Emulator when you are logged in to the CentreVu CMS10 nGetting help in CentreVu Supervisor11 nGetting help in CentreVu Terminal Emulator12 nAssigning a CentreVu CMS user ID13 nAssigning user access permissions16 nCentreVu CMS user passwords20 Rules for selecting a valid password20 Changing a user’s password21 Replacing forgotten passwords22 Managing features 23 nCreating and scheduling timetables24 What is a timetable?24 Things to know before you start25 Timetable input window25 Scheduling a timetable30 Creating the tasks in a timetable31 Locating an existing timetable32 Editing tasks in an existing timetable33 nCreating and scheduling scripts35 What is a script?35 Things to know before you start36 Administration preparations for automatic scripts36 Using Scripting to automatically print historical reports37 Scripting historical reports37
vii Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Scheduling scripted reports to print39 Using Scripting to export report data39 Using Scripting to schedule operations to occur automatically40 Scripting an agent trace40 Organizing your scripts41 nAssigning Dictionary names42 Things to know before you start42 Add a name for a call center entity43 Creating an agent group44 nRunning Reports45 nDefining Exceptions47 Setting the exception thresholds47 nActivating data gathering48 Turning on Data Collection48 nTracking call activity49 Stroke counts (event counts)49 AUX reason codes49 Call Work Codes50 Logout reason codes51 Service observing 53 nAdministering service observing54 nService observing procedures57 Observing extensions57 Observing logical-agent IDs58
viii Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Observing VDNs58 Observing remotely or by Feature Access Code59 Deactivating service observing59 nService observing indicators60 nThings to consider when service observing61 Bridged observers61 Ineligibility61 Multiple observers61 Trunk calls62 Conferenced calls62 Transferred calls63 nSecurity precautions to consider with service observing64 General security64 VDN-call security64 Vector-initiated security65 Remote-access security66 Managing backups 67 nWhy run a backup?68 nTypes of backups69 nBackup procedures70 Running a full maintenance backup for all ACDs70 Running a cmsadm backup73 nChecking backup status75 Status messages75
ix Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Error messages75 Console messages75 nTape management76 Tape rotation76 Labeling76 Storage76 nAutomating backups77 Keeping records 79 nElectronic system records80 Call center administration records80 Agent administration records81 User permissions records81 CMS system setup records81 Maintenance records82 nRecording system information83 CentreVu CMS server log83 Recovery kit and software log84 Terminal and PC log85 Printer log86 Index 87 Helpful Lucent web sites 95
x Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999