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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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Index 89 Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 http //support.lucent.com ,xxii //support.lucent.com/,95 //www.indug.org,95 //www.lucent.com,95 //www.lucent.com/enterprise,95 //www.lucent.com/enterprise/sig/deve lop ,95 //www.lucent.com/enterprise/training, 95 I interactive scripts,35 K keeping records,79 L list all action item,25 logging into CMS using CentreVu Supervisor ,4 using CentreVu Terminal Emulator,5 logging out of CMS using CentreVu Supervisor ,6 using CentreVu Terminal Emulator,6 login warnings ,5 login ACD,15 login ID,4, 13 login type,14 logout reason codes,51 loss of data,73 M Main Menu Addition Access,17 maintenance - backup data window,72 maintenance records,82 maintenance requests,xxii menu bar Controller ,9 menus can’t see features ,17 N name,43 naming report items,43 no data what to do ,48 number,43 numbers how do i make names display? ,43 O observer,53 observing by feature access code,59 observing extensions,57 observing logical-agent IDs,58 observing remotely,59 observing VDNs,58 online books,xix organizing scripts,41
Index 90 Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 P passwords changing ,21 CMS,20 replacing forgotten,22 performing CMS backups,68 preparing to contact Lucent,xxii printer log,86 printing historical reports through scripts ,37 R reason codes,49 reboot,73 records,79 recovery kit and software log,84 refresh rate,15 Remote Access security,66 Reports,45 restart,73 run a report,45 running a cmsadm backup,73 running a full maintenance backup for all ACDs ,70 S scheduling scripts to print reports ,39 timetable,30 scheduling backups cmsadm ,77 full maintenance,77 scheduling packages,39 scripts administrative preparations for automatic ,36 automatic,35 conditions,36 creating a script to activate an agent trace ,40 definition,35 interactive,35 organizing,41 scheduling reports to print,39 security precautions service observing ,64 service observing administering ,54 answer supervision,62 Basic,54 bridged observers,61 button lamps and tone indicators,60 Class of Restriction,55 conferenced calls,62 Customer-Options System Parameters form ,55 deactivating,59 extensions,57 feature access code (FAC),59 Feature Access form,56 Feature-Related System Parameters form ,56 indicators,60 ineligibility,61 logical-agent IDs,58 multiple observers,61 remote,59 security precautions,60, 64 Station form,56 transferred calls,63 trunk calls,62 VDN,54 VDNs,58 warning tone,57
Index 91 Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Service Observing (Basic),55 Service Observing (Remote/By FAC),55 Service Observing (VDNs),55 Service Observing Listen Only Access Code ,56 Service Observing Listen/Talk Access Code ,56 Service Observing Warning Tone,56 service observing, definition,53 shut down CMS,73 split members,81 split parameters,80 Split/Skill Access,17 Station form,56 status bar Controller ,8 status messages,75 stroke counts,49 definition,49 Supervisor help ,11 T tape rotation,76 terminal and PC log,85 Terminal Emulator help ,12 timetable accessing ,25 action list,29 adding tasks,33 creating and scheduling,24 creating tasks,31 definition,24 field descriptions,27 finding an existing,32 input window,25 list all action item,25 scheduling,30 timetable input window,25 toolbar Controller ,8 tooltip,8 tracking call activity,49 Trunk Group Access,18 trunk group assignments,80 trunk group members,80 U user ID,4 assigning,13 user permissions,16 administrator,16 CMS,8 normal user,16 user permissions records,81 user window count,14 V VDN Access,18 VDN assignments,80 VDN skill preferences,80 Vector Access,18 vector configuration,80 Vectoring (Prompting),55 vectors create ,18 edit,18 Visual Vectors,18
Index 92 Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 W WARNING login ,5 web access to support,xxii web site Lucent Customer Self-Service Center ,xix web sites,95
We’d like your opinion. We welcome your feedback! Please let us know what you think about this book. Call Center Little Instruction Book for basic administration 585-210-935, Issue 1, December 1999, Comcode 108502253 1. Please check the ways you feel we could improve this book: Please add details about what you think. ___________________________________ ______________________________________________________________________ ______________________________________________________________________ 2. What did you like most about this book? ____________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ 3. Feel free to write additional comments.______________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ _____________________________________________________________________ If we may contact you concerning your comments, please complete the following: Name:_______________________________Telephone Number: ( ) __ Company/Organization______________________________________Date:_________ Address:_______________________________________________________________ ______________________________________________________________________ When you have completed this form, please fax your feedback to +1 303 538 1741. Thank you.rImprove the WelcomerMake it more concise rImprove the table of contentsrAdd more step-by-step procedures/tutorials rImprove the organizationrAdd more troubleshooting information rAdd more figuresrMake it less technical rAdd more examplesrAdd more/better quick reference aids rAdd more detailrImprove the index
Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Helpful Lucent web sites 95 Helpful Lucent web sites Do you need more information or assistance? Try these web sites! Lucent main site Check here often to see what’s new at Lucent! http://www.lucent.com/ Business Communications Systems main site Look here for helpful information provided by BCS. http://www.lucent.com/enterprise/ Customer self service center Use this site to find answers to questions, review maintenance tickets, or to get the latest version of this book. http://support.lucent.com/ Bell Labs DEFINITY ECS site Go here to offer suggestions for what you would change if you were in charge of updating DEFINITY ECS. http://www.lucent.com/enterprise/sig/develop/ Lucent Training Browse here to find the latest training courses, instructor chat sessions or professional development programs. http://www.lucent.com/enterprise/training International DEFINITY user’s group site Use this site to find more users, just like you! http://www.indug.org/
Why this new book? You’ve told us that you want step-by-step instructions on administration tasks for setting up your Call Center, and keeping it operating at peak performance, and we’ve been listening. This book contains the information you need for basic Call Center administration using the DEFINITY Enterprise Communication System, CentreVu Call Management System (CMS) and CentreVu Supervisor. Some steps may vary between the different versions of DEFINTIY systems, CentreVu CMS, and CentreVu Supervisor, but the instructions provided will help you through most of the basic operations. TELL US WHAT YOU THINK email: [email protected] fax: 303-538-1741 write: Lucent Technologies Product Documentation Rm 22-2H15, 11900 N. Pecos St., Denver, CO 80234 back_cover.fm Page 96 Monday, November 22, 1999 12:23 PM