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
Welcome 
xxi How to get help 
How to get help
If you need additional help, the following services are available. You may 
need to purchase an extended service agreement to use some of these 
services. See your Lucent Technologies representative for more information.
CentreVu CMS Helpline
...for help with feature administration, system 
applications, and reports1-800-242-2121
DEFINITY Helpline
...for help with feature administration and system 
applications1-800-225-7585
Lucent Technologies National Customer Care 
Center Support Line
...for help with maintenance and repair1-800-242-2121
Lucent Technologies Centers of Excellence
nAsia/Pacific
nWestern Europe/Middle East/South Africa
nCentral Eastern Europe
nCentral/Latin America/Caribbean
nNorth America65-872-8686
441-252-391-889
361-270-5160
1-303-538-4666
1-800-248-1111 
						

							Welcome 
xxii Before you contact Lucent Technologies for support 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Before you contact Lucent 
Technologies for support
Tip:
You can visit our web site at http://support.lucent.com/ to check 
status on service maintenance requests by individual case or location, 
order replacement of defective or damaged equipment on-line and 
download available software. 
If after checking the status of your maintenance request at the website you 
need to call Lucent for additional support, have the following information 
ready. This will help the person you contact to locate your account quickly 
and be on the road to finding solutions to the reason you called.
nYour installation location ID (commonly referred to as your IL) or 
main listed telephone number
____________________________________________
(Write your IL and main telephone number here for easy reference)
nA call-back number (in case we need to call you later)
nThe reason for your call, including any background details or history 
that may have contributed to your call for additional support (for 
example, vector changes, hardware changes, modifications to system 
configurations, specific reports, dates and times, and so on.)
nFor BCMS Vu calls, be sure PC Anywhere is installed on the PC 
you’re calling about and that a modem is connected to it.
Once you gather the information you need, refer to “How to get help” for a 
list of Lucent support organizations and their telephone numbers.  
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
1  
Getting started
This section contains an overview of a call center. It provides basic 
instructions for the following tasks:
nAccessing and exiting CentreVu Call Management System (CMS) 
using the CentreVu Supervisor and CentreVu Terminal Emulator 
interfaces
nCentreVu Supervisor and CentreVu Terminal Emulator functions
nAssigning a CentreVu CMS user ID
nSetting user access permissions using CentreVu Supervisor
nSetting and resetting passwords for users.
NOTE:
We also recommend that you refer to the DEFINITY Little Instruction 
Book for advanced administration for a call center overview. It shows 
how to set up a simple inbound call center and lists things to consider 
as you plan and design your call center. 
Refer to the DEFINITY Little Instruction Book for basic 
administration for direction on adding new DEFINITY logins, 
changing your DEFINITY password, and logging on and off of the 
DEFINITY system. 
						

							Getting started 
2 Overview of a call center 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Overview of a call center
A call center is a way of organizing people (agents) and equipment 
(telecommunications and computer) to achieve particular business goals. 
For example, a call center can be used to make several people accessible 
through one telephone number or to handle multiple calls simultaneously. 
Call centers work by organizing agents into splits/skills and routing calls 
using the DEFINITY ECS Automatic Call Distribution (ACD) capabilities.
Call center reporting tools
When you set up a call center using Lucent products, you can select your 
reporting tools from the following set of call management systems. The 
reporting tool that you select will depend on the complexity and size of your 
call center. The reporting tools available for your use include:
nCentreVu Call Management System (CMS) and the CentreVu 
Supervisor application, which is a Windows interface for the CMS.
nCentreVu CMS and the CentreVu Terminal Emulator, which gives 
access to the ASCII interface for the CMS.
nBasic Call Management System (BCMS) accessed directly on the 
DEFINITY ECS.
nBCMS and the BCMS Vu application, which is a Windows interface 
for the BCMS reporting capabilities.
nVu St a t s .
This book provides instructions for call center administration on the 
DEFINITY ECS and through the CentreVu CMS (using either the CentreVu 
Supervisor application or the CentreVu Terminal Emulator).
For more detailed information on using the CentreVu CMS, refer to the 
CentreVu
® Call Management System Release 3 Version 8 Administration 
(585-210-910) and the CentreVu® Supervisor Reports (585-210-929) books. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
3 Overview of a call center 
For more detailed information on using the BCMS, refer to the DEFINITY® 
Enterprise Communications Server BCMS Operations (555-230-706) book. 
For more information on using the BCMS Vu application, refer to the 
BCMS Vu User Guide (585-217-102).
Administering the call center
You can administer different aspects of the call center from the DEFINITY 
or from the CentreVu CMS. This book focuses on the CentreVu CMS 
interfaces (CentreVu Supervisor and CentreVu Terminal Emulator) because 
they enable you to administer changes on both the CentreVu CMS and the 
DEFINITY ECS, and they provide access to reports on ACD activity. 
						

							Getting started 
4 Accessing the CentreVu CMS 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Accessing the CentreVu CMS
You need to log in to the CentreVu CMS before you can administer your call 
center. To log in, you need to know your login ID (user ID) and your 
CentreVu CMS password.
Logging in to CentreVu CMS 
CentreVu CMS can be accessed using either the CentreVu Supervisor or the 
CentreVu Terminal Emulator interface. This section gives instructions on 
logging in from each interface.
Using CentreVu Supervisor
To log in to the CentreVu CMS server using the CentreVu Supervisor, follow 
these steps:
1. Open the CentreVu Supervisor application.
2. Select Login from the Connect menu or select the Login button on 
the toolbar.
The Login Information window opens.
3. From the drop-down list, select the CMS Server to which you want to 
log in.
4. Type your CentreVu CMS login ID
 in the Login ID text box, or 
select your login ID from the drop-down list.
5. Use the tab key to move the cursor to the Password text box.
6. Type your CentreVu CMS password
 in the Password text box.
You may see the Confirm Password window. This window reports 
that your password has expired and must be changed. Follow the 
prompts and type in a new password. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
5 Accessing the CentreVu CMS 
7. Select OK.
A message box indicates that CentreVu Supervisor is connecting to 
the CMS server. 
When a user with an Administrative ID logs in, they may see one of 
the following warning messages displayed:
WARNING - there is no record of a cmsadm backup being 
performed on this machine. Please perform a backup as soon as 
possible so that we will have a record of your backup from this point.
WARNING - there is no record of a full maintenance backup being 
performed on this machine. Please perform a backup as soon as 
possible so that we will have a record of your backup from this point.
If this occurs, refer to the “Managing Backups” section of this book.
Once you are logged in to the CentreVu CMS via the CentreVu Supervisor 
interface, the CentreVu Supervisor Controller (main window) displays. 
Using CentreVu Terminal Emulator
To log in to the CentreVu CMS server using the CentreVu Te r m i n a l  
Emulator, follow these steps:
1. Open the CentreVu Terminal Emulator application.
2. Select Open from the Profile menu.
3. Select the Profile name of the server to which you want to connect.
4. Select the Connect button to display a login prompt.
5. Type your CentreVu CMS login ID
 and press Enter.
6. Type your password
 and press Enter.
7. Type the terminal type
 (cvterm
 is recommended) and press Enter.
Once you are logged in, the CentreVu CMS MainMenu is displayed. 
						

							Getting started 
6 Accessing the CentreVu CMS 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Logging out of CentreVu CMS
The following sections give you instructions on logging out of the CentreVu 
CMS.
Using CentreVu Supervisor 
Use either of the following methods to log out of the CentreVu CMS server, 
but leave the CentreVu Supervisor application running:
nSelect Logout from the Connect menu, or
nSelect the Logout button or the Exit button on the toolbar.
Use either of the following methods to log out of CentreVu CMS and exit 
CentreVu Supervisor: 
nSelect Exit from the Connect menu, or
nSelect the X 
in the upper-right corner of the CentreVu Supervisor 
Controller window.
Using CentreVu Terminal Emulator
Use the following method to log out of the CentreVu CMS server and leave 
the CentreVu Terminal Emulator application running:
1. Use the arrow keys to highlight Logout on the CMS MainMenu and 
press Enter.
A dialog box states “The connection has been dropped.”
2. Select OK. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
7 Accessing the CentreVu CMS 
Use either of the following methods to log out of the CentreVu CMS and exit 
the CentreVu Terminal Emulator: 
1. Select Exit from the Profile menu
A dialogue box opens stating, “The connection is active, exit 
anyway?”
2. Select Ye s .
Or...
1. Click on the X 
in the upper-right corner of the CentreVu Te r m i n a l  
window.
A dialog box states “The connection is active, exit anyway?”
2. Select Ye s . 
						

							Getting started 
8 CentreVu Supervisor when you are logged in to the CentreVu CMS 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
CentreVu Supervisor when 
you are logged in to the
CentreVu CMS
Once you have logged into a CentreVu CMS server, the CentreVu Supervisor 
Controller toolbar, status bar, and menu bar display the CMS systems to 
which you have access. Your CentreVu CMS User Permissions determine 
which of the menu items and toolbar buttons are available to you.
Toolbar
The toolbar contains buttons for quick access to specific features of the 
application. When you move your cursor over a toolbar button, a tooltip 
displays with a brief description of the command the button performs.
Status bar
The status bar is located at the bottom of the Controller window. It displays a 
brief description of each of the toolbar buttons when the cursor is over the 
button. The status bar also includes a Login Status indicator. The indicator is 
a green light if you are logged in to a CentreVu CMS server and is gray if 
you are not logged in.
Toolbar Status bar      Menu bar