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
Keeping records 
79  
Keeping records 
Detailed records are vital in helping the system administrator optimize 
system operations. This section provides information on where to locate call 
center records and offers logs for you to use to record, manage, and organize 
your records.
Refer to the DEFINITY System’s Little Instruction Book for basic 
administration (555-230-727) for guidelines on keeping records on your 
DEFINITY ECS.
Tip:
Keeping your records current and accurate will assist people who fill 
in for or replace system administrators and provide a speedy recovery 
for outages in system performance.
The topics included in this discussion are:
nElectronic system records
nRecording system information
nBefore you contact Lucent Technologies for support. 
						

							Keeping records 
80 Electronic system records 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Electronic system records
Many of your call center records are stored electronically and can be 
accessed from the CentreVu CMS.
Call center administration records
Below is a list of the call center records that can be accessed from the Call 
Center Administration selector window in CentreVu Supervisor.
nCall Work Codes — Number(s) assigned to track a particular call 
type or activity.
nSplit Parameters (switches without Vectoring) — Delay time for 
prerecorded announcements, inflow and outflow queue thresholds, 
and intraflow type for the split.
nTrunk Group Assignments — The VDNs or non-vector controlled 
splits (or splits for systems without vectoring) your trunk groups are 
assigned to.
nTrunk Group Members (accessed from the Reports tab) — Trunk 
group members and their equipment locations for a particular trunk 
group.
nVDN Assignments — VDNs and the vectors they are assigned to.
nVDN Skill Preferences (Expert Agent Selection (EAS) systems) — 
The current skill preference VDN assignments.
nVector Configuration (accessed from the Reports tab) — The trunk 
groups and VDNs that are associated with specific vectors (and the 
skill preferences assigned to the VDNs for EAS systems). 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Keeping records 
81 Electronic system records 
Agent administration records
Call center records for the following lists are accessed from the Agent 
Administration selector window in CentreVu Supervisor.
nAgent Skills (EAS systems) — Lists an agent’s current skill 
assignments, along with the associated skill type or skill level.
nExtension Split Assignments — The split where the extension is 
currently assigned. 
nSplit Members (accessed from the Reports tab) — Lists the selected 
splits in numerical order, each split’s assigned name (if applicable), 
and the extensions that are assigned to the split (if any are assigned).
User permissions records
User permissions records for user IDs can be accessed from the User 
Permissions selector window in CentreVu CMS.
nUser IDs — Login IDs, default printer name, login type (Normal or 
Administrator), maximum number of open windows, minimum 
refresh rate for real-time reports, and the default login ACD for each 
user.
CMS system setup records
Below is a list of CMS system setup records that can be accessed from the 
CMS System Setup selector window in CentreVu Supervisor.
nSwitch Setup — Switch type, switch release, purchased CentreVu 
CMS release and version, CentreVu CMS load designation, and 
CentreVu CMS administrable switch features (such as Call 
Vectoring, Call Prompting, and EAS) assigned during installation. 
						

							Keeping records 
82 Electronic system records 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Maintenance records
Below is a list of maintenance records that can be accessed from the 
Maintenance selector window in CentreVu Supervisor.
nACD Status — Call center items that CentreVu CMS is measuring 
(such as the number of splits/skills, agents logged in, trunk groups, 
trunks, VDNs, and vectors).
nConnection Status — Data link monitoring between the CentreVu 
CMS processor and the switch. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Keeping records 
83 Recording system information 
Recording system 
information
The logs in this section can be used by the system administrator as a quick 
and easy reference of the CentreVu CMS components that are vital to the 
operation of your call center. We recommend that you complete each of 
these logs when the system is installed, update them as you upgrade the 
system, and refer to them as needed for system support. 
CentreVu CMS server log
Model of the CentreVu CMS server
Location of the CentreVu CMS 
server
Dial up telephone number to the 
CentreVu CMS server 
						

							Keeping records 
84 Recording system information 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Recovery kit and software log
The Recovery kit consists of CentreVu CMS software and backups that are 
imperative to a speedy recovery of your system in the event of a system 
outage. The Sun software listed may vary depending on the release and 
version your CentreVu CMS server operates under and should be stored with 
the Recovery kit.
CMS Recovery kit software list:Ö
Where is it securely 
located?
Latest cmsadm backup tapes
Latest full (and incremental) maintenance 
backup tapes
CentreVu CMS Load CD ROM (used for the last 
upgrade and any CentreVu CMS update 
CD ROMs used at the same time)
CMS Supplemental Services
Patching CDs and tapes
Required software list for Sun platform:Ö
Where is it securely 
located?
INFORMIX ESQL 9.14
INFORMIX ILS 2.11
INFORMIX SE 7.22
Network Terminal Server (optional)
Solaris Easy Access Server 2.0
(Online DiskSuite 4.2)
Solaris 7 software, dated 3/99
SunLink X.25 Network Interface 9.1 (optional) 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Keeping records 
85 Recording system information 
Terminal and PC log
Use the following form to track all of the terminals and PCs that are used to 
access the CentreVu CMS.
Terminal/PC 
location or user
Terminal/PC type
Terminal/PC port 
connection 
number (if serial) 
PC CentreVu 
Supervisor 
connection 
options 
						

							Keeping records 
86 Recording system information 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Printer log 
Use the following form to track all of the printers that are connected to serial 
ports for printing CentreVu CMS information and reports.
Printer location 
or user
Printer modelPrinter name 
Printer port 
connection 
number  
						

							Call Center Little Instruction Book
for basic administration  
585-210-935  Issue 1
December 1999
Index 
87  
Index
A
ACD Access,17
action list
timetable
,29
adding tasks to timetable,33
administering and activating 
exceptions
,47
administering service observing,54
agent,53
agent group
remove agent
,44
agent groups
creating
,44
agent skills,81
agent trace,40
assigning Dictionary names,42
automatic backup,77
automatic scripts,35
administrative preparations,36
automating backups,77
AUX reason codes,49
B
backup,5
Backup procedures,70
backups
automating
,77
checking status,75
console messages,75
error messages,75
full maintenance,69
incremental maintenance,69
backups, (continued)
labeling tapes
,76
maintenance-backup data 
window
,72
running a cmsadm backup,73
running a full maintenance 
backup
,70
status messages,75
tape management,76
tape rotation,76
tape storage,76
books
how to order more copies
,xx
online,xix
bridged observers,61
Button/Feature Button Assignment,56
C
call center description,2
call center management systems,2
call center records,80
call work codes,50, 80
CentreVu Supervisor
logging into CMS
,4
logging out of CMS,6
scripts,35
CentreVu Supervisor features
menu bar
,9
status bar,8
toolbar,8
CentreVu Terminal Emulator
logging into CMS
,5
logging out of CMS,6
CentreVu Terminal Emulator 
features
,10
checking backup status,75
Class of Restriction form,55 
						

							Index 
88  
Call Center Little Instruction Book
for basic administration  
585-210-935  Issue 1
December 1999
CMS
assigning user ID
,13
backups,68
changing a user’s password,21
logging in through CentreVu 
Supervisor
,4
logging out through CentreVu 
Terminal Emulator
,6
records,81
recovery kit and software log,84
replacing forgotten passwords,22
server log,83
system setup records,81
user passwords,20
user permissions,8, 16
cmsadm backup,5, 73
commands
shut down and restart
,73
console messages,75
contacting Lucent,xxii
COR,55
create vectors,18
creating a script to activate an agent 
trace
,40
creating agent groups,44
creating timetable tasks,31
Customer-Options System Parameters 
form
,55
CWC,50
D
Data Collection
on for exception reports
,48
data collection
on during backup
,73
data gathering,48
deactivating service observing,59
defining exceptions,47
Dictionary
add a name
,43
assigning names,42
creating agent groups,44
definition,42
E
edit vectors,18
electronic system records,80
error messages,75
event counts,49
exceptions
defining
,47
Expert Agent (EAS),56
exporting data using scripts,39
extension split assignments,81
F
FAC,56
Feature Access,17
Feature Access (FAC) form,56
feature doesn’t display,17
Feature-Related System Parameters 
form
,56
full maintenance backup,5
H
help,11, 12
numbers to call,xxi