Home
>
Lucent Technologies
>
Communications System
>
Lucent Technologies Lucent Call Centers Little Instruction Book For Basic Administration
Lucent Technologies Lucent Call Centers Little Instruction Book For Basic Administration
Have a look at the manual Lucent Technologies Lucent Call Centers Little Instruction Book For Basic Administration online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 413 Lucent Technologies manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Welcome xi Why this new book? Welcome Why this new book? This book contains the information you need for basic call center administration using the DEFINITY Enterprise Communication Server (ECS), CentreVu Call Management System (CMS) and CentreVu Supervisor. Some steps may vary between the different versions of DEFINITY systems, CentreVu CMS, and CentreVu Supervisor, but the instructions provided will help you through the basic operations. We wrote this book for you! Use this book if you are a call center system administrator or split/skill supervisor. Use it before you attend training, and take it with you to your class. Mark it up, make notes in it, and use it daily even after you complete training. If you are a new supervisor or administrator taking over the position from someone else, or you are a system administrator temporarily filling in for your company’s regular administrator, or if you just want to refresh your memory about basic call center operations, then this book is for you.
Welcome xii What this book contains Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 What this book contains The CentreVu Call Center Little Instruction Book for basic administration is divided into sections and arranged to guide you through your day-to-day operations. The following table outlines the sections of the book and their contents. Getting startedProvides an overview of a call center. It is designed to familiarize you with the CentreVu CMS using the CentreVu Supervisor interface and to provide basic instructions for accessing your system, assigning a CentreVu CMS User ID, and setting user access permissions. We recommend that you also refer to the DEFINITY System’s Little Instruction Book for advanced administration for more information on call centers. Managing featuresProvides instructions on assigning Dictionary names to call center entities and automating features using Exceptions, CentreVu CMS Timetables, and CentreVu Supervisor Scripts. Service observingDescribes the forms and fields used to administer the service observing capability and instructions and tips on the various methods of service observing available. Managing backupsDescribes the types of backups that are available and recommendations on when to run them. Also provides directions on how to run them. Keeping recordsLists records that are vital to the system administrator. Also provides logs with recommendations for managing and organizing records to provide optimum system operations.
Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Welcome xiii Conventions and terms used in this book Conventions and terms used in this book The following terms and conventions will help you to use this book in your call center. nIn this book we use the terms “switch” and “split/skill”. Other Lucent Technologies books may refer to the switch as the “PBX”, and a split/skill as a “hunt group”. nOperational function keys, fields, and text boxes are printed in italics, for example, Enter. nWe show screens from the newest CentreVu systems and refer to the most current books. Please substitute the appropriate commands for your system and refer to the manuals you have available. nYou may see the following symbols in this book: Tip: Draws attention to information that you may find helpful in completing the procedures related to the Tip. NOTE: Draws attention to information that is included in the paragraph. !CAUTION: Calls attentions to a situation that could result in harm to the software, loss of data, or a possible service interruption.
Welcome xiv Trademarks and service marks Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Trademarks and service marks The following trademarked names may be used in this document. nAcrobat ® is a registered trademark of Adobe Systems Incorporated. nAUDIX ® is a registered trademark of Lucent Technologies. nBCMS Vu ® is a registered trademark of Lucent Technologies. nCallmaster ® is a registered trademark of Lucent Technologies. nCentreVu ® is a registered trademark of Lucent Technologies. nConversant ® is a registered trademark of Lucent Technologies. nDEFINITY ® is a registered trademark of Lucent Technologies. nINFORMIX ® is a registered trademark of Informix Software, Inc. nMicrosoft ®, MS®, MS-DOS®, and Windows® are registered trademarks of Microsoft Corporation. nNetWare ®, Novell®, OPEN LOOK®, and UnixWare® are registered trademarks of Novell, Inc. nSolaris ® is a registered trademark and SolsticeTM is a trademark of Sun Microsystems, Inc. nUNIX ® is a registered trademark of Novell, Inc. in the United States and other countries, licensed exclusively through X/Open Corporation. nX Window System TM is a trademark and product of the Massachusetts Institute of Technology. When used in this book, these trademark and registered trademark product names are shown in italics. If the name is used in a block of text that already incorporates italics, then the appropriate symbol is included in the call-out.
Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Welcome xv Related books Related books The following documents include information related to the Lucent Call Center Release 8. NOTE: The Lucent Call Center Release 8 Documentation CD-ROM (585-210-926) includes the on-line version of most of the documents listed in this section. The DEFINITY System’s Little Instruction Book series is a good resource for information on basic administration, advanced administration, and basic diagnostics on the DEFINITY ECS. CentreVu CMS and CentreVu Supervisor books nCentreVu Call Center Little Instruction Book for basic administration, 585-210-935, Issue 1, Comcode 108502253 nCentreVu Call Center Little Instruction Book for advanced administration, 585-210-936, Issue 1, Comcode 108502261 nCentreVu Call Management System Release 3 Version 8 Administration, 585-210-910, Issue 1, Comcode 108501743 nCentreVu Call Management System Database Items, 585-210-939, Issue 1, Comcode 108502345 nCentreVu Call Management System Release 3 Version 8 External Call History Interface, 585-210-912, Issue 1, Comcode 108501784 nCentreVu Call Management System Release 3 Version 8 Upgrades and Migrations, 585-210-913, Issue 1, Comcode 108501834 nCentreVu Call Management System Release 3 Version 8 Software Installation and Setup, 585-210-941, Issue 1, Comcode 108502360
Welcome xvi Related books Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 nCentreVu Call Management System Release 3 Version 8 Maintenance and Troubleshooting, 585-210-919, Issue 1, Comcode 108501917 nCentreVu Call Management System Switch Connections and Administration, 585-25-876, Issue 2, Comcode 10850958 nCentreVu Advocate Release 8 User Guide, 585-210-927, Issue 1, 108502162 nCentreVu Supervisor Version 8 Installation and Getting Started, 585-210-928, Issue 1, 108502170 nCentreVu Supervisor Version 8 Reports, 585-210-929, Issue 1, Comcode 108502188 nCentreVu Report Designer Version 8 User Guide, 585-210-930, Issue 1, Comcode 108502196 nCentreVu Call Management System Forecast, 585-215-825, Issue 1, Comcode 107876203 nCentreVu Call Management System Custom Reports, 585-215-822, Issue 2, Comcode 108501867 CentreVu Visual Vectors books nCentreVu Visual Vectors Version 8 User Guide, 585-210-932, Issue 1, Comcode 108502220 nCentreVu Visual Vectors Version 8 Installation and Getting Started, 585-210-933, Issue 1, Comcode 108502238
Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Welcome xvii Related books CentreVu Explorer books nCentreVu Explorer II User Guide, 585-218-200, Issue 1, Comcode 108456617 nCentreVu Explorer II Installation for Windows NT, 585-218-201, Issue 1, Comcode 108456625 DEFINITY ECS call center books These documents are issued for DEFINITY ECS Call Center applications. The intended audience is DEFINITY ECS administrators. nDEFINITY Enterprise Communications Server Release 8 Call Vectoring/EAS Guide, 585-230-521, Issue 4, Comcode 108596545 nDEFINITY Enterprise Communications Server Release 8 Guide to ACD Call Centers, 555-233-503, Issue 2, Comcode 108596354 nDEFINITY Enterprise Communications Server Basic Call Management System (BCMS) Operations, 555-230-706, Issue 2, Comcode 108485087
Welcome xviii Tell us what you think! Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Tell us what you think! Let us know what you like or do not like about this book. Although we cannot respond personally to all of your feedback, we promise we will read each response we receive. You can use the Reply Card at the beginning of the book as a guide to what type of information will be helpful to us to improve this book. Write to us at: Lucent Technologies Call Center Little Instruction Book Product Documentation Group 11900 North Pecos Street Denver, Colorado 80234 USA Fax to: 303-538-1741 Send email to: [email protected]
Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 Welcome xix How to get this book on the world wide web How to get this book on the world wide web If you have Internet access, then you can view and download the latest version of Call Center Little Instruction Book for basic administration. You must have a copy of Acrobat Reader to view the book. To access the latest version of this book, complete these steps: 1. Access the Customer Self-Service Center web site at http://support.lucent.com/ 2. Select Information Resources . 3. Select ELMO . 4. Enter your IL (Location ID) to access the library. 5. Enter 585-210-935 (the document number) to view the latest version of the book.
Welcome xx How to order more copies of this book Call Center Little Instruction Book for basic administration 585-210-935 Issue 1 December 1999 How to order more copies of this book You can use any of the following methods to contact us for more copies of this book. 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: Lucent Technologies Publications Center 2855 North Franklin Road Indianapolis, IN 46219 Order: Document 585-210-935 Comcode 108502253, Issue 1, December 1999 NOTE: We can place you on a Standing Order list so that you will automatically receive new issues of this book. For more information on the Standing Order list, or to be put on a list to receive future issues of this book, contact the Lucent Technologies Publications Center.