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 
19 Assigning user access permissions 
3. Select OK.
4. Complete the appropriate text boxes in the displayed window and 
check Read, Write, and/or Exceptions for each item.
5. Select the +
 button on the toolbar or select Add from the Actions 
menu.
NOTE:
If you would like to modify access permissions that have already been 
assigned for a user, type the user ID
 in the User ID text box and 
select Find one from the Actions menu. The user’s assigned access 
permissions display. Make the changes and then select Modify from 
the Actions menu. 
						

							Getting started 
20 CentreVu CMS user passwords 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
CentreVu CMS user 
passwords
For system security, passwords are recommended for all CentreVu CMS user 
IDs (login IDs). 
CentreVu CMS passwords are administered from the Solaris system, but 
may be changed locally. This section presents guidelines for selecting a 
valid password, a procedure for changing it, and procedures for replacing a 
forgotten password.
Rules for selecting a valid password
The following requirements apply to password definition:
nA password must have at least six characters.
nA password must have at least one number or special character and 
at least two alphabetic characters.
nWhen a password is changed, the new password must have at least 
three characters that are different from the previous password.  
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Getting started 
21 CentreVu CMS user passwords 
Changing a user’s password
NOTE:
To change a user’s password, you must be logged in through the 
CentreVu Terminal Emulator under the user ID for which you want to 
change the password.
To change a user’s password, complete the following steps:
1. From the CentreVu CMS MainMenu, press the F3 key to select the 
Commands menu.
The Commands menu displays.
2. Highlight Password and press Enter.
The screen clears and the Enter login password prompt displays.
3. Type the current login password
 and press Enter.
4. Type a new password
 and press Enter.
5. Re-enter the new password
 and press Enter.
When you finish entering a new password, you are automatically returned to 
the CentreVu CMS MainMenu. 
						

							Getting started 
22 CentreVu CMS user passwords 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Replacing forgotten passwords
NOTE:
Only a CentreVu CMS administrator who is working on the Solaris 
system through a terminal or CentreVu Terminal Emulator can replace 
a forgotten password.
To replace a password that has been forgotten by a user, complete the 
following steps:
1. From the CentreVu Terminal Emulator, log in to the CentreVu CMS 
using the root login ID
 and password
.
2. At the # prompt, type passwd 
 and press Enter to prompt 
for a new password (where  is the user ID of the user whose 
password you are replacing).
3. When prompted, type the new password
 and press Enter.
4. At the # prompt, type passwd –f 
 and press Enter. 
This command requires the user to create a different password (from 
the one your entered the next time he/she logs in.
5. At the # prompt, type exit
 to log out.
6. Inform the user of the new password and then have the user log in. 
The user will be prompted to change the password when they log in. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
23  
Managing features
This section includes the administrative tasks that you will most frequently 
need to perform in the call center.
The topics included in this discussion are:
nTimetables, including how to locate and edit existing timetables
nScripting, including creating scripts to print reports, export report 
data, and schedule other operations to run automatically
nAssigning Dictionary names, including creating an agent group on 
the CentreVu CMS
nRunning reports
nDefining Exceptions, including how using exception reporting can 
help your business and administering and activating exceptions on 
the CentreVu CMS
nTracking ACD activity, including stroke counts, event counts, AUX 
reason codes, call work codes, and logout reason codes. 
						

							Managing features 
24 Creating and scheduling timetables 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Creating and scheduling 
timetables
What is a timetable?
You can use the CentreVu CMS Timetable function to schedule one or more 
tasks (actions) for completion at a specified time that is convenient and 
non-disruptive to your call center’s operation. 
The event(s) that runs the task(s) you create in the Timetable input window 
is called a timetable.
The most common use of timetables is to complete redundant tasks, such as 
running backups on a monthly basis or running a specific report at the end of 
each day.
!CAUTION:
Because of PC-related issues, it is strongly recommended that critical 
activities (such as backups or changes to VDN-to-vector assignments) 
be scheduled through Timetable, which resides on the CentreVu CMS 
server. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
25 Creating and scheduling timetables 
Things to know before you start
Below are some of the points you should know before creating timetables:
nYou can define up to 100 tasks for each timetable and schedule each 
timetable’s start time.
nYou can schedule up to five timetables to run at the same time.
nTimetables that fail to run will be logged to the customer error log. 
The List all action item on the Timetable window also displays the 
status of timetables.
nYou cannot delete or modify a timetable for which you are not an 
owner.
nYou must have user permissions for any of the tasks that you include 
in the timetable in order for the tasks to execute.
Timetable input window 
Think of the Timetable input window as the part of the program that 
schedules when the action will take place (see “Scheduling a timetable”). 
The second part of the program is to identify what tasks will run in the 
timetable (see “Creating the tasks in a timetable” to learn how to assign 
tasks to the timetable). See the CentreVu
® Call Management System Release 
3 Version 8 Administration (585-210-910) book for more detailed 
instructions on creating a timetable and more information on the timetable 
content tasks.
You can access the Timetable input window from the CentreVu CMS 
MainMenu. At the MainMenu, press F4 to access the Keep menu, highlight 
Timetable, and press Enter. 
						

							Managing features 
26 Creating and scheduling timetables 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Pressing the down arrow (¯) or the Tab key moves the cursor to the next 
field on the Timetable input window. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
27 Creating and scheduling timetables 
The following table defines what you should enter in each of the Timetable 
input window fields. Where it is helpful, an example of the entry is 
provided. This will help you understand what to enter in each of the fields in 
the Timetable input window. 
Field Description
Timetable 
nameA unique name that describes the contents of the 
timetable. It can consist of up to 20 characters and is 
case sensitive
Description(Optional) A description of the timetable. It can 
consist of up to 50 characters.
User IDYour CentreVu CMS user ID.
Start timeA future time that you want this timetable to begin 
running and continue to run based on the frequency 
that is selected below. The am/pm format (for 
example, 2:30pm) or the military format (for example, 
14:30) is recommended for the time entry.
Start dateA future date that you want this timetable to start 
running.   You can use the month/day/year format (for 
example, 10/1/99) or a “+” offset based on today (for 
example, +1 indicates tomorrow).
Even though the timetable may continue to run based 
on the Frequency category that you selected, think of 
the Start date as the timetable’s first day on the job or a 
fixed date.  
						

							Managing features 
28 Creating and scheduling timetables 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Frequency and 
attributes 
(Select only 
one):Once—Select when you only want the timetable to run 
one time.
Dates—Use for monthly timetables or any specific 
date. For monthly timetables, type the specific day 
each month that you want this timetable to run (for 
example, 1/1/00, 2/1/00, and 3/1/00 in each individual 
row and field).
Hourly, Stop time—Choose if you want a timetable to 
run each hour up to the Stop time specified.
Daily—Select to run the timetable on the days 
specified in:
Hourly/Daily, Day—Type an X 
next to the days you 
want the timetable to run.
For instance, if you want a backup to run after the 
close of business every weekday but after the daily 
archiving has completed, you might select Daily as 
your Frequency, a start time that is after the archive 
start time, and Tuesday through Saturday for the Days.