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
Getting started 
9 CentreVu Supervisor when you are logged in to the CentreVu CMS 
Menu bar
The Menu bar lists the available drop-down menus. The Connect, Tools and 
Help menus are available before you log in to a CentreVu CMS server. Once 
you log in to a CentreVu CMS server, the Commands and Scripts menus are 
also available.
NOTE:
The CentreVu® Call Management System Release 3 Version 8 
Administration (585-210-910) book provides more information about 
using the CentreVu Supervisor Controller features that are available 
when you log in to the CentreVu CMS server. 
Tip:
You can press the F1 key from any window in CentreVu Supervisor 
for specific details on how to complete that window. 
						

							Getting started 
10 CentreVu Terminal Emulator 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 Terminal Emulator 
when you are logged in to
the CentreVu CMS
Once you have logged into CentreVu CMS using the CentreVu Te r m i n a l  
Emulator interface, the ASCII version of the CentreVu CMS MainMenu 
displays. In general, you will only use this CentreVu CMS interface to 
administer Timetables and change passwords.
The CentreVu CMS MainMenu displays in ASCII format when you log in 
through CentreVu Terminal Emulator. The example below shows you how 
this window looks with some of the menus open. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
11 Getting help in CentreVu Supervisor 
Getting help in CentreVu 
Supervisor
The Windows-based on-line help for the CentreVu Supervisor interface is 
accessed by either:
nPressing the F1 key for specific help (context sensitive) on the 
screen that is currently active.
nSelecting the Help button from the menu bar to choose from the 
following options.
—Contents
Opens the Help Topics window, where you can select 
Contents, Index or Find.
—Technical Support
Opens a window that provides Technical Support 
Information.
—About
Opens a window that shows the version of CentreVu 
Supervisor software that is in use.
We suggest that you access the on-line help first whenever you need 
assistance. Using the on-line help, you may be able to resolve many of your 
questions without calling technical support. 
						

							Getting started 
12 Getting help in CentreVu Terminal Emulator 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting help in CentreVu 
Terminal Emulator
The on-line help for the CentreVu Terminal Emulator is accessed by pressing 
F1 to access the Help Screen Labeled Key (SLK). 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
13 Assigning a CentreVu CMS user ID 
Assigning a CentreVu CMS 
user ID 
A CentreVu CMS user ID (login ID) must be assigned to each person who 
needs access to the CentreVu CMS server. Once assigned, the user ID 
becomes the CentreVu CMS user’s login ID, which the person will use to log 
in to the CentreVu CMS server via the CentreVu Supervisor interface. The 
user ID is used to assign user permissions to the ACD, Feature, Split/Skill, 
Trunk Group, Vector, and VDN subsystems for each CMS user.
To assign a new user ID or modify an existing user ID, complete the 
following steps:
1. Select User Permissions from the Tools menu.
2. On the User Permissions selector window, highlight User Data and 
select OK.
The User Data window displays. 
						

							Getting started 
14 Assigning a CentreVu CMS user ID 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Tip:
The User Data window, which is accessed from the User Permissions 
item on the Tools menu has some default values populated. You may 
want to clear the default values by pressing CTRL+ Z
 before doing a 
Find one or List all.
3. In the User ID text box, type a unique user ID
 to add or modify. 
The user ID must be three to eight lowercase, alphanumeric 
characters with no blanks or special characters.
4. The User name, Room number, and Telephone number fields are 
optional.
5. In the Default printer name text box, use the drop-down menu to 
select the name of the printer
 that is connected to the CentreVu 
CMS server or none if the user will print to a printer that is 
connected to his/her PC or the LAN.
NOTE:
For the printer that is directly connected to the CentreVu CMS 
server to be accessible by users, it must be set up in Solaris and 
in CMS. 
6. Select a Login type:
nNormal — users do not have access to System Setup, User 
Permissions, Call Center Administration, and Forecast.
nAdministrator — users have access to all parts of CentreVu 
CMS.
7. In the Maximum user window count text box, type the maximum 
number of windows
 that this user can have open at one time.
Tip:
Since the number of windows a user has open directly affects 
processor resources, select this number carefully.  
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
15 Assigning a CentreVu CMS user ID 
8. In the Minimum refresh rate text box, type the number of 
seconds
 that will elapse between real-time report displays being 
brought up-to-date with the current switch activity.
9. In the Login ACD text box, use the drop-down menu to select the 
DEFINITY ECS ACD
 that will be the user’s default ACD upon 
initial log in to the CentreVu CMS server. 
10. Select the +
 button on the Toolbar or select Add from the Actions 
menu.
!CAUTION:
Do not allow users to share the same user ID because this quickly 
consumes Solaris system processes.
Now that a user ID is established, you need to assign user access 
permissions to the ACD, Feature, Split/Skill, Trunk Group, Vector, and/or 
VDN subsystems. 
						

							Getting started 
16 Assigning user access permissions 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Assigning user access 
permissions
You can monitor and administer many call center activities with the 
CentreVu CMS. The User Permissions feature is used to restrict CentreVu 
CMS user access to a need-to-know or need-to-do basis. 
Users with an Administrator login type have access to the entire CentreVu 
CMS system. Secondary administrators, such as split/skill supervisors, are 
typically assigned a Normal user login type. These users may only require 
read or write access permissions to a limited number of ACDs, features, 
splits/skills, trunk groups, vectors, or VDNs. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
17 Assigning user access permissions 
Select User Permissions from the Tools menu to assign Read, Write, and 
Exceptions access permissions for each user ID in each of the following 
categories:
Category Explanation
ACD AccessACD Access is used to give the user the 
ability to see the data that is collected on a 
specific ACD.
Feature AccessFeature Access is used to give the user the 
ability to use the different capabilities of 
the CentreVu CMS.
When a user does not have read or write 
permission for a CentreVu CMS feature, 
that feature is not displayed in the user’s 
menu options.
Main Menu Addition AccessMain Menu Addition Access is used to 
give you user the ability to add menu 
choices to the CentreVu CMS MainMenu.
Main Menu Addition is only available if 
you are using CentreVu CMS from a 
terminal or through CentreVu Terminal 
Emulator.
Split/Skill AccessSplit/Skill Access is used to give the user 
the ability to view/modify individual 
splits/skills. 
						

							Getting started 
18 Assigning user access permissions 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Tip:
Once a user’s access permissions have been assigned, any 
modifications to ACD, Feature, Main Menu Addition, Split/Skill, 
Trunk Group, or User Data does not take effect until the user logs out 
and logs back in.
To assign user access permissions in any of the above areas, complete the 
following steps:
1. Select User Permissions from the Tools menu.
2. On the User Permissions selector window, which is shown below, 
highlight the operation (ACD Access, Feature Access, Main Menu 
Addition Access, Split/Skill Access, Trunk Group Access, Vector 
Access, or VDN Access) to which you want to assign permissions 
for the user ID. Trunk Group AccessTrunk Group Access is used to give the 
user the ability to view/modify individual 
trunk groups.
Vector AccessVector Access is used to give the user the 
ability to view individual vectors.
Use CentreVu Visual Vectors to create 
and edit vectors. 
VDN AccessVDN Access does not appear in User 
Permissions when the feature that allows 
more than 2000 VDNs to be measured has 
be set to Ye s. Category Explanation