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
Managing features 
29 Creating and scheduling timetables 
In the upper-right corner of the Timetable input window is the Action List. 
Below is a description of the events that occur for each of the actions 
available on the Timetable input window.
Action Description
AddUse to create a timetable. 
NOTE:
When Add is selected, the CentreVu CMS 
MainMenu is displayed with Keeping Entries 
populated on the bottom of the border to indicate that 
the timetable tasks are being recorded.
CopyCopies an existing timetable and all of its contents.
DeleteDeletes a timetable and all of its contents.
Find one Searches for entries that match the values populated in the 
timetable input window fields.
Get contents Lists the tasks that are associated with a timetable.
List all Brings up a secondary window that lists all of the 
timetables that match the values that are populated in the 
Timetable input window fields.
Modify Updates the database entry on the timetable window to 
reflect the new data entries.
Next Displays the next match found after selecting Find one.
Previous Displays the previous match found after selecting Find one. 
						

							Managing features 
30 Creating and scheduling timetables 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Scheduling a timetable
Creating a timetable is a two-part process. The first part schedules when the 
event will take place and the second part distinguishes what tasks or actions 
will occur.
NOTE:
To exit the timetable creation process at any time without saving any 
changes, select Stop from the Keep menu (accessed by pressing the F4 
key), and then answer n
 to the save changes acknowledgment.
To create a timetable and schedule how frequently the timetable will 
process, complete the following steps:
1. Access the CentreVu CMS MainMenu through CentreVu Te r m i n a l  
Emulator.
2. Press F4 to select the Keep menu.
3. Highlight Timetable and press Enter.
4. Type a unique name
 that describes the contents of your timetable in 
the Timetable name field. 
5. Type a description
 of the timetable in the Description field 
(optional).
6. Type your user ID
 in the User ID field.
7. Type the time
 that you want the timetable to start running in the 
Start time field. 
8. Type the date
 that you want the timetable to start running in the 
Start date field. 
9. Type an x 
next to one of the Frequency categories to define how 
often the timetable will run.
Once you make your selection for all of the fields in the Timetable input 
window, the system knows when you want the timetable to run and the first 
part of creating a timetable is complete. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
31 Creating and scheduling timetables 
Creating the tasks in a timetable
Now you need to complete the second part of the timetable. This involves 
assigning the tasks that are contained in the contents of the timetable and 
will run at the scheduled time. 
To add tasks to a timetable, complete the following steps:
NOTE:
These steps assume that you are continuing this task from the previous 
section, “Scheduling a timetable.”
1. Press Enter to move to the Actions menu.
2. Highlight Add and press Enter to save the basic timetable 
information and proceed to adding tasks to the timetable.
If all of the entries on the window are valid, then Successful appears 
on the Timetable input window status line and the CentreVu CMS 
MainMenu is displayed. 
3. From the CentreVu CMS MainMenu, highlight the task (using 
normal menu selection rules) that you want to schedule on the 
timetable. 
The status line at the bottom of the CentreVu CMS MainMenu 
shows Keeping Entries, indicating that the actions or tasks you select 
are being recorded.
4. Complete the required field entries on the user window, and then 
select an action list item.
When each action list selection is made and validated, Entries Stored 
is displayed on the status line of the current user window.
5. Repeat entering the required field entries on each of the user 
windows and action list selections for each task you want to schedule 
in this timetable. 
						

							Managing features 
32 Creating and scheduling timetables 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
6. When you are finished adding tasks to this timetable, press F4 to 
select the Keep menu, highlight Stop, and press Enter.
An Acknowledgment window is displayed.
7. Select y 
and press Enter to save the tasks that are contained in the 
timetable.
8. Press the F5 key to select Exit and close the Timetable window.
You have now completed the second part of creating a timetable by 
identifying what the timetable tasks are.
Locating an existing timetable
Sometimes you need to make changes to your timetable. 
To edit an existing timetable, you first need to locate that timetable by 
completing the following steps: 
1. Press F4 to select the Keep menu.
2. Highlight Timetable and press Enter.
3. Press Control
 and Z
 simultaneously to clear all entries in the 
Timetable input window. 
4. Type the unique name
 that describes the timetable you want to edit 
in the Timetable name field. 
NOTE:
The Timetable name field is case sensitive, so be sure to enter 
the name exactly as it was originally defined.
5. Press Enter, select Find one from the Action list and press Enter 
again. 
The system populates the scheduling parameters for the timetable 
you want to edit.  
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
33 Creating and scheduling timetables 
6. Press Enter, select Get Contents from the Action list, and press Enter 
again.
The Timetable: Get Contents window displays with a list of the tasks 
the timetable contains and you are in the Keep mode for editing the 
timetable. 
You are now ready to perform any editing function for the tasks contained in 
your timetable.   For additional instructions on how to copy, delete, globally 
edit, or modify timetable tasks, refer to the CentreVu
® Call Management 
System Release 3 Version 8 Administration (585-210-910) book.
Editing tasks in an existing timetable
NOTE:
Unless your CentreVu CMS user ID is an Administrator login type, 
only the owner of the timetable can edit the timetable. 
Let’s say you want to add a task to your timetable named “Holiday Start”, so 
that a new VDN is added to the already established list of VDNs that are 
assigned to the holiday vector. 
NOTE:
Once you are in the Get contents window for the timetable, you will 
probably need to press F6 to activate the scrolling feature. The 
scrolling feature enables you to move through all of the tasks in the 
timetable. When you are done editing the timetable, you need to press 
F6 again to deactivate scrolling.
1. In the Task number(s) field, type the number of the task
 that you 
want your new task added after and press Enter.
The CMS MainMenu appears, with Keeping Entries displayed in the 
status line.  
						

							Managing features 
34 Creating and scheduling timetables 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
2. Highlight Call Center Administration from the main menu and press 
Enter.
3. Select VDN Assignments from the Call Center Administration menu.
4. Type the required information (the new VDN number and the 
“Holiday Start” vector name) in the fields of this window, and press 
Enter.
5. Press Enter again to select the Run action. 
The Entries stored message is displayed. 
If you want to add more tasks, repeat steps 2 through 5. Once you 
have finished adding tasks, press the Keep (F4) menu.
6. Press F4 to select the Keep menu.
A prompt asks if you want to save your changes.
7. Type y
 to save the changes and press Enter.
The Timetable: Get Contents window is displayed with the new 
task(s).
8. Press the F5 key to select Exit.
The Get Contents window closes and the Timetable input window is 
displayed.
!WARNING:!
The type of timetable described in this example should always be 
tested prior to use on the specified holiday. The testing will ensure that 
the timetable will run as you expect it to. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
35 Creating and scheduling scripts 
Creating and scheduling 
scripts
What is a script? 
A script is a set of commands that automates actions to run on the CentreVu 
CMS server or the DEFINITY ACD. Scripting is the CentreVu Supervisor 
feature that you can use to create scripts. 
The most common uses of Scripting is to create scripts for changing agent 
skills, running a report, or exporting report data.
When scripts are created and saved, you need to specify whether the script is 
interactive or automatic (with automatic being the default). The exception to 
this is when a script is saved from the Select a Report window or from an 
Operations selector window. In these cases, the only option is to create an 
interactive script. Below is a description of each type of script.
nInteractive scripts:
— Run in the current Supervisor session.
— Display the script activities on the PC.
— Are similar to the CentreVu CMS ASCII interface Shortcut.
nAutomatic scripts:
— Launch a new Supervisor session that logs in to the CentreVu 
CMS server and runs the requested tasks in the background.
— Require the PC on which the script resides (was created) to 
be running when the script is scheduled to run.
— Do not display the activities related to the script on the PC.
— Are similar to the CentreVu CMS ASCII interface Timetable. 
						

							Managing features 
36 Creating and scheduling scripts 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Things to know before you start
Below are some of the points you should know before creating scripts:
nYou must have the appropriate User Permissions to run the operation 
that is being requested in the script.
nYou are limited to a maximum of four simultaneous Supervisor 
sessions from one PC (including automatic scripts).
nOnce a script is created, it can be manually executed like other 
Windows-based executable files.
nIf the PC on which the script resides is turned off, then the script will 
not run at the appointed time.
nIf you change your user password, you must also change the 
passwords to scripts.
Administration preparations for 
automatic scripts
You need to set Controller options for your CentreVu CMS user ID to allow 
automatic scripts to be scheduled and to run from your PC. You also need to 
set a user ID and password to allow the script to log in to the CentreVu CMS 
server.
To set Controller options, complete the following tasks:
1. From the Controller, select Options from the Tools menu.
2. Select the Scripting tab. 
3. Complete the input window.
For details on each of the fields in this window, press F1.
4. Select OK. 
						

							Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
37 Creating and scheduling scripts 
To set a user ID password for scripting, complete the following steps:
1. From the Controller, select Options from the Tools menu.
2. Select the Scripting tab. 
3. Select the Set User button.
4. Complete the input window with the following information:
nUser ID:   Type your CentreVu CMS user ID
.
nPassword: Type your CentreVu CMS password
.
nConfirm Password: Reenter your password
.
5. Select OK.
Using Scripting to automatically print 
historical reports
This section provides instructions on creating the script that is required to 
print a historical report and then explains how to schedule the script to run. 
Scripting historical reports
It is easy to schedule reports to print automatically at a convenient time. The 
first task that you must complete is creating the script that runs the actual 
report.
To create a script that will automatically run a historical report, complete the 
following steps:
1. From the Report selector window, highlight the Historical Report 
you want to print and select OK.
NOTE:
Be sure the appropriate ACD is selected. If you do not know 
how to select an ACD, refer to the CentreVu® Call Management 
System Release 3 Version 8 Administration (585-210-910) 
book.
The Report input window is displayed. 
						

							Managing features 
38 Creating and scheduling scripts 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
2. Complete the Report input window with the values for which you 
want your report to print data. 
For instance, if you want a historical report to print yesterday’s data 
each morning, then type –1
 in the Date(s) field. When the automatic 
script executes, the report will run with the inputs you selected.
NOTE:
You are creating an automatic script. When this script is 
executed the output is directed to your default printer. 
Therefore, you do not need to specify a Destination from this 
input window.
3. Select OK. 
The selected report’s output window is displayed. 
4. Select Script from the Report menu.
The Save as Script window is displayed. By default, Automatic 
script is set for the Save as type field. 
5. Complete the Save in: and the File name: fields on the Save as Script 
window.
6. Select Save.
You have created and saved the script that, when executed, will print the 
report. Continue with the next section to schedule the report to print.