Copyright 1999, Lucent Technologies All Rights Reserved Printed in U.S.A.

Transcription

1 Comcode

2 Copyright 1999, Lucet Techologies All Rights Reserved Prited i U.S.A. Notice Every effort was made to esure that the iformatio i this book was complete ad accurate at the time of pritig. However, iformatio is subject to chage. Your Resposibility for Your System s Security Toll fraud is the uauthorized use of your telecommuicatios system by a uauthorized party, for example, persos other tha your compay s employees, agets, subcotractors, or persos workig o your compay s behalf. Note that there may be a risk of toll fraud associated with your telecommuicatios system ad, if toll fraud occurs, it ca result i substatial additioal charges for your telecommuicatios services. You ad your system maager are resposible for the security of your system, such as programmig ad cofigurig your equipmet to prevet uauthorized use. The system maager is also resposible for readig all istallatio, istructio, ad system admiistratio documets provided with this product i order to fully uderstad the features that ca itroduce risk of toll fraud ad the steps that ca be take to reduce that risk. Lucet Techologies does ot warrat that this product is immue from or will prevet uauthorized use of commo-carrier telecommuicatio services or facilities accessed through or coected to it. Lucet Techologies will ot be resposible for ay charges that result from such uauthorized use. Lucet Techologies Fraud Itervetio If you suspect that you are beig victimized by toll fraud ad you eed techical support or assistace, call Techical Service Ceter Toll Fraud Itervetio Hotlie at Federal Commuicatios Commissio Statemet Part 15: Class A Statemet. This equipmet has bee tested ad foud to comply with the limits for a Class A digital device, pursuat to Part 15 of the FCC Rules. These limits are desiged to provide reasoable protectio agaist harmful iterferece whe the equipmet is operated i a commercial eviromet. This equipmet geerates, uses, ad ca radiate radio frequecy eergy ad, if ot istalled ad used i accordace with the istructio maual, may cause harmful iterferece to radio commuicatios. Operatio of this equipmet i a residetial area is likely to cause harmful iterferece, i which case the user will be required to correct the iterferece at his ow expese. Orderig Iformatio Call: Lucet Techologies Publicatios Ceter Voice Fax Iteratioal Voice Iteratioal Fax Write: 2855 N. Frakli Rd. Idiaapolis, IN USA Order: Documet No , Comcode , You ca be placed o a Stadig Order list for this ad other documets you may eed. Stadig Order will eable you to automatically receive updated versios of idividual documets or documet sets, billed to accout iformatio that you provide. For more iformatio o Stadig Orders, or to be put o a list to receive future issues of this documet, please cotact the Lucet Techologies Publicatios Ceter. Europea Uio Declaratio of Coformity Lucet Techologies Busiess Commuicatios Systems declares that equipmet specified i this documet coforms to the refereced Europea Uio (EU) Directives ad Harmoized Stadards listed below: EMC Directive89/336/EEC Low Voltage Directive73/23/EEC The CE mark affixed to the equipmet meas that it coforms to the above Directives. Ackowledgmet This documet was prepared by Global Learig Solutios, Lucet Techologies, Dever, CO USA.

3 iii Quick Referece Use this area to record frequetly referred to pages i this book ad to keep persoalized otes for quick ad easy access.

4 iv Credits Writers Graphics Productio Cotributors Liz Stoe Laurie Kig Meg Harrigto Mike Bergum CMS Helplie Jim Biter DEFINITY Helplie Marcia Bubeck DEFINITY Helplie Mike Cozzette CMS Provisioig Bob Feeser CMS Tier 3 Jill Fulkerso CMS Documetatio Gaye James Seior Cosultat Sally Laughli Istructioal Developer J.P. Pigma CMS Helplie Doug Scherer CMS Tier 3 Greg Schi CMS Tier 3 Web/CD Productio Elle Heffigto

5 v Welcome xi Why this ew book? xi We wrote this book for you! xi What this book cotais xii Covetios ad terms used i this book xiii Trademarks ad service marks xiv Related books xv CetreVu CMS ad CetreVu Supervisor books xv CetreVu Visual Vectors books xvi CetreVu Explorer books xvii DEFINITY ECS call ceter books xvii Tell us what you thik! xviii How to get this book o the world wide web xix How to order more copies of this book xx How to get help xxi Before you cotact Lucet Techologies for support xxii Gettig started 1 Overview of a call ceter 2 Call ceter reportig tools 2 Admiisterig the call ceter 3 Accessig the CetreVu CMS 4 Loggig i to CetreVu CMS 4 Loggig out of CetreVu CMS 6 CetreVu Supervisor whe you are logged i to the CetreVu CMS 8

6 vi CetreVu Termial Emulator whe you are logged i to the CetreVu CMS 10 Gettig help i CetreVu Supervisor 11 Gettig help i CetreVu Termial Emulator 12 Assigig a CetreVu CMS user ID 13 Assigig user access permissios 16 CetreVu CMS user passwords 20 Rules for selectig a valid password 20 Chagig a user s password 21 Replacig forgotte passwords 22 Maagig features 23 Creatig ad schedulig timetables 24 What is a timetable? 24 Thigs to kow before you start 25 Timetable iput widow 25 Schedulig a timetable 30 Creatig the tasks i a timetable 31 Locatig a existig timetable 32 Editig tasks i a existig timetable 33 Creatig ad schedulig scripts 35 What is a script? 35 Thigs to kow before you start 36 Admiistratio preparatios for automatic scripts 36 Usig Scriptig to automatically prit historical reports37 Scriptig historical reports 37

7 vii Schedulig scripted reports to prit 39 Usig Scriptig to export report data 39 Usig Scriptig to schedule operatios to occur automatically 40 Scriptig a aget trace 40 Orgaizig your scripts 41 Assigig Dictioary ames 42 Thigs to kow before you start 42 Add a ame for a call ceter etity 43 Creatig a aget group 44 Ruig Reports 45 Defiig Exceptios 47 Settig the exceptio thresholds 47 Activatig data gatherig 48 Turig o Data Collectio 48 Trackig call activity 49 Stroke couts (evet couts) 49 AUX reaso codes 49 Call Work Codes 50 Logout reaso codes 51 Service observig 53 Admiisterig service observig 54 Service observig procedures 57 Observig extesios 57 Observig logical-aget IDs 58

8 viii Observig VDNs 58 Observig remotely or by Feature Access Code 59 Deactivatig service observig 59 Service observig idicators 60 Thigs to cosider whe service observig 61 Bridged observers 61 Ieligibility 61 Multiple observers 61 Truk calls 62 Cofereced calls 62 Trasferred calls 63 Security precautios to cosider with service observig 64 Geeral security 64 VDN-call security 64 Vector-iitiated security 65 Remote-access security 66 Maagig backups 67 Why ru a backup? 68 Types of backups 69 Backup procedures 70 Ruig a full maiteace backup for all ACDs 70 Ruig a cmsadm backup 73 Checkig backup status 75 Status messages 75

9 ix Error messages 75 Cosole messages 75 Tape maagemet 76 Tape rotatio 76 Labelig 76 Storage 76 Automatig backups 77 Keepig records 79 Electroic system records 80 Call ceter admiistratio records 80 Aget admiistratio records 81 User permissios records 81 CMS system setup records 81 Maiteace records 82 Recordig system iformatio 83 CetreVu CMS server log 83 Recovery kit ad software log 84 Termial ad PC log 85 Priter log 86 Idex 87 Helpful Lucet web sites 95

10 x

11 Welcome Why this ew book? xi Welcome Why this ew book? This book cotais the iformatio you eed for basic call ceter admiistratio usig the DEFINITY Eterprise Commuicatio Server (ECS), CetreVu Call Maagemet System (CMS) ad CetreVu Supervisor. Some steps may vary betwee the differet versios of DEFINITY systems, CetreVu CMS, ad CetreVu Supervisor, but the istructios provided will help you through the basic operatios. We wrote this book for you! Use this book if you are a call ceter system admiistrator or split/skill supervisor. Use it before you atted traiig, ad take it with you to your class. Mark it up, make otes i it, ad use it daily eve after you complete traiig. If you are a ew supervisor or admiistrator takig over the positio from someoe else, or you are a system admiistrator temporarily fillig i for your compay s regular admiistrator, or if you just wat to refresh your memory about basic call ceter operatios, the this book is for you.

12 Welcome What this book cotais xii What this book cotais The CetreVu for basic admiistratio is divided ito sectios ad arraged to guide you through your day-to-day operatios. The followig table outlies the sectios of the book ad their cotets. Gettig started Maagig features Service observig Maagig backups Keepig records Provides a overview of a call ceter. It is desiged to familiarize you with the CetreVu CMS usig the CetreVu Supervisor iterface ad to provide basic istructios for accessig your system, assigig a CetreVu CMS User ID, ad settig user access permissios. We recommed that you also refer to the DEFINITY System s Little Istructio Book for advaced admiistratio for more iformatio o call ceters. Provides istructios o assigig Dictioary ames to call ceter etities ad automatig features usig Exceptios, CetreVu CMS Timetables, ad CetreVu Supervisor Scripts. Describes the forms ad fields used to admiister the service observig capability ad istructios ad tips o the various methods of service observig available. Describes the types of backups that are available ad recommedatios o whe to ru them. Also provides directios o how to ru them. Lists records that are vital to the system admiistrator. Also provides logs with recommedatios for maagig ad orgaizig records to provide optimum system operatios.

13 Welcome Covetios ad terms used i this book xiii Covetios ad terms used i this book The followig terms ad covetios will help you to use this book i your call ceter. I this book we use the terms switch ad split/skill. Other Lucet Techologies books may refer to the switch as the PBX, ad a split/skill as a hut group. Operatioal fuctio keys, fields, ad text boxes are prited i italics, for example, Eter. We show screes from the ewest CetreVu systems ad refer to the most curret books. Please substitute the appropriate commads for your system ad refer to the mauals you have available. You may see the followig symbols i this book: Tip: Draws attetio to iformatio that you may fid helpful i completig the procedures related to the Tip. NOTE: Draws attetio to iformatio that is icluded i the paragraph.! CAUTION: Calls attetios to a situatio that could result i harm to the software, loss of data, or a possible service iterruptio.

14 Welcome Trademarks ad service marks xiv Trademarks ad service marks The followig trademarked ames may be used i this documet. Acrobat is a registered trademark of Adobe Systems Icorporated. AUDIX is a registered trademark of Lucet Techologies. BCMS Vu is a registered trademark of Lucet Techologies. Callmaster is a registered trademark of Lucet Techologies. CetreVu is a registered trademark of Lucet Techologies. Coversat is a registered trademark of Lucet Techologies. DEFINITY is a registered trademark of Lucet Techologies. INFORMIX is a registered trademark of Iformix Software, Ic. Microsoft, MS, MS-DOS, ad Widows are registered trademarks of Microsoft Corporatio. NetWare, Novell, OPEN LOOK, ad UixWare are registered trademarks of Novell, Ic. Solaris is a registered trademark ad Solstice TM is a trademark of Su Microsystems, Ic. UNIX is a registered trademark of Novell, Ic. i the Uited States ad other coutries, licesed exclusively through X/Ope Corporatio. X Widow System TM is a trademark ad product of the Massachusetts Istitute of Techology. Whe used i this book, these trademark ad registered trademark product ames are show i italics. If the ame is used i a block of text that already icorporates italics, the the appropriate symbol is icluded i the call-out.

15 Welcome Related books xv Related books The followig documets iclude iformatio related to the Lucet Call Ceter Release 8. NOTE: The Lucet Call Ceter Release 8 Documetatio CD-ROM ( ) icludes the o-lie versio of most of the documets listed i this sectio. The DEFINITY System s Little Istructio Book series is a good resource for iformatio o basic admiistratio, advaced admiistratio, ad basic diagostics o the DEFINITY ECS. CetreVu CMS ad CetreVu Supervisor books CetreVu for basic admiistratio, ,, Comcode CetreVu for advaced admiistratio, ,, Comcode CetreVu Call Maagemet System Release 3 Versio 8 Admiistratio, ,, Comcode CetreVu Call Maagemet System Database Items, ,, Comcode CetreVu Call Maagemet System Release 3 Versio 8 Exteral Call History Iterface, ,, Comcode CetreVu Call Maagemet System Release 3 Versio 8 Upgrades ad Migratios, ,, Comcode CetreVu Call Maagemet System Release 3 Versio 8 Software Istallatio ad Setup, ,, Comcode

16 Welcome Related books xvi CetreVu Call Maagemet System Release 3 Versio 8 Maiteace ad Troubleshootig, ,, Comcode CetreVu Call Maagemet System Switch Coectios ad Admiistratio, , Issue 2, Comcode CetreVu Advocate Release 8 User Guide, ,, CetreVu Supervisor Versio 8 Istallatio ad Gettig Started, ,, CetreVu Supervisor Versio 8 Reports, ,, Comcode CetreVu Report Desiger Versio 8 User Guide, , Issue 1, Comcode CetreVu Call Maagemet System Forecast, ,, Comcode CetreVu Call Maagemet System Custom Reports, , Issue 2, Comcode CetreVu Visual Vectors books CetreVu Visual Vectors Versio 8 User Guide, , Issue 1, Comcode CetreVu Visual Vectors Versio 8 Istallatio ad Gettig Started, ,, Comcode

17 Welcome Related books xvii CetreVu Explorer books CetreVu Explorer II User Guide, ,, Comcode CetreVu Explorer II Istallatio for Widows NT, ,, Comcode DEFINITY ECS call ceter books These documets are issued for DEFINITY ECS Call Ceter applicatios. The iteded audiece is DEFINITY ECS admiistrators. DEFINITY Eterprise Commuicatios Server Release 8 Call Vectorig/EAS Guide, , Issue 4, Comcode DEFINITY Eterprise Commuicatios Server Release 8 Guide to ACD Call Ceters, , Issue 2, Comcode DEFINITY Eterprise Commuicatios Server Basic Call Maagemet System (BCMS) Operatios, , Issue 2, Comcode

18 Welcome Tell us what you thik! xviii Tell us what you thik! Let us kow what you like or do ot like about this book. Although we caot respod persoally to all of your feedback, we promise we will read each respose we receive. You ca use the Reply Card at the begiig of the book as a guide to what type of iformatio will be helpful to us to improve this book. Write to us at: Lucet Techologies Product Documetatio Group North Pecos Street Dever, Colorado USA Fax to: Sed to: documet@drmail.lucet.com

19 Welcome How to get this book o the world wide web xix How to get this book o the world wide web If you have Iteret access, the you ca view ad dowload the latest versio of for basic admiistratio. You must have a copy of Acrobat Reader to view the book. To access the latest versio of this book, complete these steps: 1. Access the Customer Self-Service Ceter web site at 2. Select Iformatio Resources. 3. Select ELMO. 4. Eter your IL (Locatio ID) to access the library. 5. Eter (the documet umber) to view the latest versio of the book.

20 Welcome How to order more copies of this book xx How to order more copies of this book You ca use ay of the followig methods to cotact us for more copies of this book. Call: Lucet Techologies Publicatios Ceter Voice Fax Iteratioal Voice Iteratioal Fax Write: Lucet Techologies Publicatios Ceter 2855 North Frakli Road Idiaapolis, IN Order: Documet Comcode ,, NOTE: We ca place you o a Stadig Order list so that you will automatically receive ew issues of this book. For more iformatio o the Stadig Order list, or to be put o a list to receive future issues of this book, cotact the Lucet Techologies Publicatios Ceter.

21 Welcome How to get help xxi How to get help If you eed additioal help, the followig services are available. You may eed to purchase a exteded service agreemet to use some of these services. See your Lucet Techologies represetative for more iformatio. CetreVu CMS Helplie...for help with feature admiistratio, system applicatios, ad reports DEFINITY Helplie...for help with feature admiistratio ad system applicatios Lucet Techologies Natioal Customer Care Ceter Support Lie...for help with maiteace ad repair Lucet Techologies Ceters of Excellece Asia/Pacific Wester Europe/Middle East/South Africa Cetral Easter Europe Cetral/Lati America/Caribbea North America

22 Welcome Before you cotact Lucet Techologies for support xxii Before you cotact Lucet Techologies for support Tip: You ca visit our web site at to check status o service maiteace requests by idividual case or locatio, order replacemet of defective or damaged equipmet o-lie ad dowload available software. If after checkig the status of your maiteace request at the website you eed to call Lucet for additioal support, have the followig iformatio ready. This will help the perso you cotact to locate your accout quickly ad be o the road to fidig solutios to the reaso you called. Your istallatio locatio ID (commoly referred to as your IL) or mai listed telephoe umber (Write your IL ad mai telephoe umber here for easy referece) A call-back umber (i case we eed to call you later) The reaso for your call, icludig ay backgroud details or history that may have cotributed to your call for additioal support (for example, vector chages, hardware chages, modificatios to system cofiguratios, specific reports, dates ad times, ad so o.) For BCMS Vu calls, be sure PC Aywhere is istalled o the PC you re callig about ad that a modem is coected to it. Oce you gather the iformatio you eed, refer to How to get help for a list of Lucet support orgaizatios ad their telephoe umbers.

23 Gettig started 1 Gettig started This sectio cotais a overview of a call ceter. It provides basic istructios for the followig tasks: Accessig ad exitig CetreVu Call Maagemet System (CMS) usig the CetreVu Supervisor ad CetreVu Termial Emulator iterfaces CetreVu Supervisor ad CetreVu Termial Emulator fuctios Assigig a CetreVu CMS user ID Settig user access permissios usig CetreVu Supervisor Settig ad resettig passwords for users. NOTE: We also recommed that you refer to the DEFINITY Little Istructio Book for advaced admiistratio for a call ceter overview. It shows how to set up a simple iboud call ceter ad lists thigs to cosider as you pla ad desig your call ceter. Refer to the DEFINITY Little Istructio Book for basic admiistratio for directio o addig ew DEFINITY logis, chagig your DEFINITY password, ad loggig o ad off of the DEFINITY system.

24 Gettig started Overview of a call ceter 2 Overview of a call ceter A call ceter is a way of orgaizig people (agets) ad equipmet (telecommuicatios ad computer) to achieve particular busiess goals. For example, a call ceter ca be used to make several people accessible through oe telephoe umber or to hadle multiple calls simultaeously. Call ceters work by orgaizig agets ito splits/skills ad routig calls usig the DEFINITY ECS Automatic Call Distributio (ACD) capabilities. Call ceter reportig tools Whe you set up a call ceter usig Lucet products, you ca select your reportig tools from the followig set of call maagemet systems. The reportig tool that you select will deped o the complexity ad size of your call ceter. The reportig tools available for your use iclude: CetreVu Call Maagemet System (CMS) ad the CetreVu Supervisor applicatio, which is a Widows iterface for the CMS. CetreVu CMS ad the CetreVu Termial Emulator, which gives access to the ASCII iterface for the CMS. Basic Call Maagemet System (BCMS) accessed directly o the DEFINITY ECS. BCMS ad the BCMS Vu applicatio, which is a Widows iterface for the BCMS reportig capabilities. VuStats. This book provides istructios for call ceter admiistratio o the DEFINITY ECS ad through the CetreVu CMS (usig either the CetreVu Supervisor applicatio or the CetreVu Termial Emulator). For more detailed iformatio o usig the CetreVu CMS, refer to the CetreVu Call Maagemet System Release 3 Versio 8 Admiistratio ( ) ad the CetreVu Supervisor Reports ( ) books.

25 Gettig started Overview of a call ceter 3 For more detailed iformatio o usig the BCMS, refer to the DEFINITY Eterprise Commuicatios Server BCMS Operatios ( ) book. For more iformatio o usig the BCMS Vu applicatio, refer to the BCMS Vu User Guide ( ). Admiisterig the call ceter You ca admiister differet aspects of the call ceter from the DEFINITY or from the CetreVu CMS. This book focuses o the CetreVu CMS iterfaces (CetreVu Supervisor ad CetreVu Termial Emulator) because they eable you to admiister chages o both the CetreVu CMS ad the DEFINITY ECS, ad they provide access to reports o ACD activity.

26 Gettig started Accessig the CetreVu CMS 4 Accessig the CetreVu CMS You eed to log i to the CetreVu CMS before you ca admiister your call ceter. To log i, you eed to kow your logi ID (user ID) ad your CetreVu CMS password. Loggig i to CetreVu CMS CetreVu CMS ca be accessed usig either the CetreVu Supervisor or the CetreVu Termial Emulator iterface. This sectio gives istructios o loggig i from each iterface. Usig CetreVu Supervisor To log i to the CetreVu CMS server usig the CetreVu Supervisor, follow these steps: 1. Ope the CetreVu Supervisor applicatio. 2. Select Logi from the Coect meu or select the Logi butto o the toolbar. The Logi Iformatio widow opes. 3. From the drop-dow list, select the CMS Server to which you wat to log i. 4. Type your CetreVu CMS logi ID i the Logi ID text box, or select your logi ID from the drop-dow list. 5. Use the tab key to move the cursor to the Password text box. 6. Type your CetreVu CMS password i the Password text box. You may see the Cofirm Password widow. This widow reports that your password has expired ad must be chaged. Follow the prompts ad type i a ew password.

27 Gettig started Accessig the CetreVu CMS 5 7. Select OK. A message box idicates that CetreVu Supervisor is coectig to the CMS server. Whe a user with a Admiistrative ID logs i, they may see oe of the followig warig messages displayed: WARNING - there is o record of a cmsadm backup beig performed o this machie. Please perform a backup as soo as possible so that we will have a record of your backup from this poit. WARNING - there is o record of a full maiteace backup beig performed o this machie. Please perform a backup as soo as possible so that we will have a record of your backup from this poit. If this occurs, refer to the Maagig Backups sectio of this book. Oce you are logged i to the CetreVu CMS via the CetreVu Supervisor iterface, the CetreVu Supervisor Cotroller (mai widow) displays. Usig CetreVu Termial Emulator To log i to the CetreVu CMS server usig the CetreVu Termial Emulator, follow these steps: 1. Ope the CetreVu Termial Emulator applicatio. 2. Select Ope from the Profile meu. 3. Select the Profile ame of the server to which you wat to coect. 4. Select the Coect butto to display a logi prompt. 5. Type your CetreVu CMS logi ID ad press Eter. 6. Type your password ad press Eter. 7. Type the termial type (cvterm is recommeded) ad press Eter. Oce you are logged i, the CetreVu CMS MaiMeu is displayed.

28 Gettig started Accessig the CetreVu CMS 6 Loggig out of CetreVu CMS The followig sectios give you istructios o loggig out of the CetreVu CMS. Usig CetreVu Supervisor Use either of the followig methods to log out of the CetreVu CMS server, but leave the CetreVu Supervisor applicatio ruig: Select Logout from the Coect meu, or Select the Logout butto or the Exit butto o the toolbar. Use either of the followig methods to log out of CetreVu CMS ad exit CetreVu Supervisor: Select Exit from the Coect meu, or Select the X i the upper-right corer of the CetreVu Supervisor Cotroller widow. Usig CetreVu Termial Emulator Use the followig method to log out of the CetreVu CMS server ad leave the CetreVu Termial Emulator applicatio ruig: 1. Use the arrow keys to highlight Logout o the CMS MaiMeu ad press Eter. A dialog box states The coectio has bee dropped. 2. Select OK.

29 Gettig started Accessig the CetreVu CMS 7 Use either of the followig methods to log out of the CetreVu CMS ad exit the CetreVu Termial Emulator: 1. Select Exit from the Profile meu A dialogue box opes statig, The coectio is active, exit ayway? 2. Select Yes. Or Click o the X i the upper-right corer of the CetreVu Termial widow. A dialog box states The coectio is active, exit ayway? 2. Select Yes.

30 Gettig started CetreVu Supervisor whe you are logged i to the CetreVu CMS 8 CetreVu Supervisor whe you are logged i to the CetreVu CMS Oce you have logged ito a CetreVu CMS server, the CetreVu Supervisor Cotroller toolbar, status bar, ad meu bar display the CMS systems to which you have access. Your CetreVu CMS User Permissios determie which of the meu items ad toolbar buttos are available to you. Status bar Meu bar Toolbar Toolbar The toolbar cotais buttos for quick access to specific features of the applicatio. Whe you move your cursor over a toolbar butto, a tooltip displays with a brief descriptio of the commad the butto performs. Status bar The status bar is located at the bottom of the Cotroller widow. It displays a brief descriptio of each of the toolbar buttos whe the cursor is over the butto. The status bar also icludes a Logi Status idicator. The idicator is a gree light if you are logged i to a CetreVu CMS server ad is gray if you are ot logged i.

31 Gettig started CetreVu Supervisor whe you are logged i to the CetreVu CMS 9 Meu bar The Meu bar lists the available drop-dow meus. The Coect, Tools ad Help meus are available before you log i to a CetreVu CMS server. Oce you log i to a CetreVu CMS server, the Commads ad Scripts meus are also available. NOTE: The CetreVu Call Maagemet System Release 3 Versio 8 Admiistratio ( ) book provides more iformatio about usig the CetreVu Supervisor Cotroller features that are available whe you log i to the CetreVu CMS server. Tip: You ca press the F1 key from ay widow i CetreVu Supervisor for specific details o how to complete that widow.

32 Gettig started CetreVu Termial Emulator whe you are logged i to the CetreVu CMS CetreVu Termial Emulator whe you are logged i to the CetreVu CMS Oce you have logged ito CetreVu CMS usig the CetreVu Termial Emulator iterface, the ASCII versio of the CetreVu CMS MaiMeu displays. I geeral, you will oly use this CetreVu CMS iterface to admiister Timetables ad chage passwords. The CetreVu CMS MaiMeu displays i ASCII format whe you log i through CetreVu Termial Emulator. The example below shows you how this widow looks with some of the meus ope. 10

33 Gettig started Gettig help i CetreVu Supervisor 11 Gettig help i CetreVu Supervisor The Widows-based o-lie help for the CetreVu Supervisor iterface is accessed by either: Pressig the F1 key for specific help (cotext sesitive) o the scree that is curretly active. Selectig the Help butto from the meu bar to choose from the followig optios. Cotets Opes the Help Topics widow, where you ca select Cotets, Idex or Fid. Techical Support Opes a widow that provides Techical Support Iformatio. About Opes a widow that shows the versio of CetreVu Supervisor software that is i use. We suggest that you access the o-lie help first wheever you eed assistace. Usig the o-lie help, you may be able to resolve may of your questios without callig techical support.

34 Gettig started Gettig help i CetreVu Termial Emulator 12 Gettig help i CetreVu Termial Emulator The o-lie help for the CetreVu Termial Emulator is accessed by pressig F1 to access the Help Scree Labeled Key (SLK).

35 Gettig started Assigig a CetreVu CMS user ID 13 Assigig a CetreVu CMS user ID A CetreVu CMS user ID (logi ID) must be assiged to each perso who eeds access to the CetreVu CMS server. Oce assiged, the user ID becomes the CetreVu CMS user s logi ID, which the perso will use to log i to the CetreVu CMS server via the CetreVu Supervisor iterface. The user ID is used to assig user permissios to the ACD, Feature, Split/Skill, Truk Group, Vector, ad VDN subsystems for each CMS user. To assig a ew user ID or modify a existig user ID, complete the followig steps: 1. Select User Permissios from the Tools meu. 2. O the User Permissios selector widow, highlight User Data ad select OK. The User Data widow displays.

36 Gettig started Assigig a CetreVu CMS user ID 14 Tip: The User Data widow, which is accessed from the User Permissios item o the Tools meu has some default values populated. You may wat to clear the default values by pressig CTRL+ Z before doig a Fid oe or List all. 3. I the User ID text box, type a uique user ID to add or modify. The user ID must be three to eight lowercase, alphaumeric characters with o blaks or special characters. 4. The User ame, Room umber, ad Telephoe umber fields are optioal. 5. I the Default priter ame text box, use the drop-dow meu to select the ame of the priter that is coected to the CetreVu CMS server or oe if the user will prit to a priter that is coected to his/her PC or the LAN. NOTE: For the priter that is directly coected to the CetreVu CMS server to be accessible by users, it must be set up i Solaris ad i CMS. 6. Select a Logi type: Normal users do ot have access to System Setup, User Permissios, Call Ceter Admiistratio, ad Forecast. Admiistrator users have access to all parts of CetreVu CMS. 7. I the Maximum user widow cout text box, type the maximum umber of widows that this user ca have ope at oe time. Tip: Sice the umber of widows a user has ope directly affects processor resources, select this umber carefully.

37 Gettig started Assigig a CetreVu CMS user ID I the Miimum refresh rate text box, type the umber of secods that will elapse betwee real-time report displays beig brought up-to-date with the curret switch activity. 9. I the Logi ACD text box, use the drop-dow meu to select the DEFINITY ECS ACD that will be the user s default ACD upo iitial log i to the CetreVu CMS server. 10. Select the + butto o the Toolbar or select Add from the Actios meu.! CAUTION: Do ot allow users to share the same user ID because this quickly cosumes Solaris system processes. Now that a user ID is established, you eed to assig user access permissios to the ACD, Feature, Split/Skill, Truk Group, Vector, ad/or VDN subsystems.

38 Gettig started Assigig user access permissios 16 Assigig user access permissios You ca moitor ad admiister may call ceter activities with the CetreVu CMS. The User Permissios feature is used to restrict CetreVu CMS user access to a eed-to-kow or eed-to-do basis. Users with a Admiistrator logi type have access to the etire CetreVu CMS system. Secodary admiistrators, such as split/skill supervisors, are typically assiged a Normal user logi type. These users may oly require read or write access permissios to a limited umber of ACDs, features, splits/skills, truk groups, vectors, or VDNs.

39 Gettig started Assigig user access permissios 17 Select User Permissios from the Tools meu to assig Read, Write, ad Exceptios access permissios for each user ID i each of the followig categories: Category ACD Access Feature Access Mai Meu Additio Access Split/Skill Access Explaatio ACD Access is used to give the user the ability to see the data that is collected o a specific ACD. Feature Access is used to give the user the ability to use the differet capabilities of the CetreVu CMS. Whe a user does ot have read or write permissio for a CetreVu CMS feature, that feature is ot displayed i the user s meu optios. Mai Meu Additio Access is used to give you user the ability to add meu choices to the CetreVu CMS MaiMeu. Mai Meu Additio is oly available if you are usig CetreVu CMS from a termial or through CetreVu Termial Emulator. Split/Skill Access is used to give the user the ability to view/modify idividual splits/skills.

40 Gettig started Assigig user access permissios 18 Category Truk Group Access Vector Access VDN Access Explaatio Truk Group Access is used to give the user the ability to view/modify idividual truk groups. Vector Access is used to give the user the ability to view idividual vectors. Use CetreVu Visual Vectors to create ad edit vectors. VDN Access does ot appear i User Permissios whe the feature that allows more tha 2000 VDNs to be measured has be set to Yes. Tip: Oce a user s access permissios have bee assiged, ay modificatios to ACD, Feature, Mai Meu Additio, Split/Skill, Truk Group, or User Data does ot take effect util the user logs out ad logs back i. To assig user access permissios i ay of the above areas, complete the followig steps: 1. Select User Permissios from the Tools meu. 2. O the User Permissios selector widow, which is show below, highlight the operatio (ACD Access, Feature Access, Mai Meu Additio Access, Split/Skill Access, Truk Group Access, Vector Access, or VDN Access) to which you wat to assig permissios for the user ID.

41 Gettig started Assigig user access permissios Select OK. 4. Complete the appropriate text boxes i the displayed widow ad check Read, Write, ad/or Exceptios for each item. 5. Select the + butto o the toolbar or select Add from the Actios meu. NOTE: If you would like to modify access permissios that have already bee assiged for a user, type the user ID i the User ID text box ad select Fid oe from the Actios meu. The user s assiged access permissios display. Make the chages ad the select Modify from the Actios meu.

42 Gettig started CetreVu CMS user passwords 20 CetreVu CMS user passwords For system security, passwords are recommeded for all CetreVu CMS user IDs (logi IDs). CetreVu CMS passwords are admiistered from the Solaris system, but may be chaged locally. This sectio presets guidelies for selectig a valid password, a procedure for chagig it, ad procedures for replacig a forgotte password. Rules for selectig a valid password The followig requiremets apply to password defiitio: A password must have at least six characters. A password must have at least oe umber or special character ad at least two alphabetic characters. Whe a password is chaged, the ew password must have at least three characters that are differet from the previous password.

43 Gettig started CetreVu CMS user passwords 21 Chagig a user s password NOTE: To chage a user s password, you must be logged i through the CetreVu Termial Emulator uder the user ID for which you wat to chage the password. To chage a user s password, complete the followig steps: 1. From the CetreVu CMS MaiMeu, press the F3 key to select the Commads meu. The Commads meu displays. 2. Highlight Password ad press Eter. The scree clears ad the Eter logi password prompt displays. 3. Type the curret logi password ad press Eter. 4. Type a ew password ad press Eter. 5. Re-eter the ew password ad press Eter. Whe you fiish eterig a ew password, you are automatically retured to the CetreVu CMS MaiMeu.

44 Gettig started CetreVu CMS user passwords 22 Replacig forgotte passwords NOTE: Oly a CetreVu CMS admiistrator who is workig o the Solaris system through a termial or CetreVu Termial Emulator ca replace a forgotte password. To replace a password that has bee forgotte by a user, complete the followig steps: 1. From the CetreVu Termial Emulator, log i to the CetreVu CMS usig the root logi ID ad password. 2. At the # prompt, type passwd <userid> ad press Eter to prompt for a ew password (where <userid> is the user ID of the user whose password you are replacig). 3. Whe prompted, type the ew password ad press Eter. 4. At the # prompt, type passwd f <userid> ad press Eter. This commad requires the user to create a differet password (from the oe your etered the ext time he/she logs i. 5. At the # prompt, type exit to log out. 6. Iform the user of the ew password ad the have the user log i. The user will be prompted to chage the password whe they log i.

45 Maagig features 23 Maagig features This sectio icludes the admiistrative tasks that you will most frequetly eed to perform i the call ceter. The topics icluded i this discussio are: Timetables, icludig how to locate ad edit existig timetables Scriptig, icludig creatig scripts to prit reports, export report data, ad schedule other operatios to ru automatically Assigig Dictioary ames, icludig creatig a aget group o the CetreVu CMS Ruig reports Defiig Exceptios, icludig how usig exceptio reportig ca help your busiess ad admiisterig ad activatig exceptios o the CetreVu CMS Trackig ACD activity, icludig stroke couts, evet couts, AUX reaso codes, call work codes, ad logout reaso codes.

46 Maagig features Creatig ad schedulig timetables 24 Creatig ad schedulig timetables What is a timetable? You ca use the CetreVu CMS Timetable fuctio to schedule oe or more tasks (actios) for completio at a specified time that is coveiet ad o-disruptive to your call ceter s operatio. The evet(s) that rus the task(s) you create i the Timetable iput widow is called a timetable. The most commo use of timetables is to complete redudat tasks, such as ruig backups o a mothly basis or ruig a specific report at the ed of each day.! CAUTION: Because of PC-related issues, it is strogly recommeded that critical activities (such as backups or chages to VDN-to-vector assigmets) be scheduled through Timetable, which resides o the CetreVu CMS server.

47 Maagig features Creatig ad schedulig timetables 25 Thigs to kow before you start Below are some of the poits you should kow before creatig timetables: You ca defie up to 100 tasks for each timetable ad schedule each timetable s start time. You ca schedule up to five timetables to ru at the same time. Timetables that fail to ru will be logged to the customer error log. The List all actio item o the Timetable widow also displays the status of timetables. You caot delete or modify a timetable for which you are ot a ower. You must have user permissios for ay of the tasks that you iclude i the timetable i order for the tasks to execute. Timetable iput widow Thik of the Timetable iput widow as the part of the program that schedules whe the actio will take place (see Schedulig a timetable ). The secod part of the program is to idetify what tasks will ru i the timetable (see Creatig the tasks i a timetable to lear how to assig tasks to the timetable). See the CetreVu Call Maagemet System Release 3 Versio 8 Admiistratio ( ) book for more detailed istructios o creatig a timetable ad more iformatio o the timetable cotet tasks. You ca access the Timetable iput widow from the CetreVu CMS MaiMeu. At the MaiMeu, press F4 to access the Keep meu, highlight Timetable, ad press Eter.

48 Maagig features Creatig ad schedulig timetables 26 Pressig the dow arrow ( ) or the Tab key moves the cursor to the ext field o the Timetable iput widow.

49 Maagig features Creatig ad schedulig timetables 27 The followig table defies what you should eter i each of the Timetable iput widow fields. Where it is helpful, a example of the etry is provided. This will help you uderstad what to eter i each of the fields i the Timetable iput widow. Field Timetable ame Descriptio User ID Start time Start date Descriptio A uique ame that describes the cotets of the timetable. It ca cosist of up to 20 characters ad is case sesitive (Optioal) A descriptio of the timetable. It ca cosist of up to 50 characters. Your CetreVu CMS user ID. A future time that you wat this timetable to begi ruig ad cotiue to ru based o the frequecy that is selected below. The am/pm format (for example, 2:30pm) or the military format (for example, 14:30) is recommeded for the time etry. A future date that you wat this timetable to start ruig. You ca use the moth/day/year format (for example, 10/1/99) or a + offset based o today (for example, +1 idicates tomorrow). Eve though the timetable may cotiue to ru based o the Frequecy category that you selected, thik of the Start date as the timetable s first day o the job or a fixed date.

50 Maagig features Creatig ad schedulig timetables 28 Frequecy ad attributes (Select oly oe): Oce Select whe you oly wat the timetable to ru oe time. Dates Use for mothly timetables or ay specific date. For mothly timetables, type the specific day each moth that you wat this timetable to ru (for example, 1/1/00, 2/1/00, ad 3/1/00 i each idividual row ad field). Hourly, Stop time Choose if you wat a timetable to ru each hour up to the Stop time specified. Daily Select to ru the timetable o the days specified i: Hourly/Daily, Day Type a X ext to the days you wat the timetable to ru. For istace, if you wat a backup to ru after the close of busiess every weekday but after the daily archivig has completed, you might select Daily as your Frequecy, a start time that is after the archive start time, ad Tuesday through Saturday for the Days.

51 Maagig features Creatig ad schedulig timetables 29 I the upper-right corer of the Timetable iput widow is the Actio List. Below is a descriptio of the evets that occur for each of the actios available o the Timetable iput widow. Actio Add Descriptio Use to create a timetable. Copy Delete Fid oe NOTE: Whe Add is selected, the CetreVu CMS MaiMeu is displayed with Keepig Etries populated o the bottom of the border to idicate that the timetable tasks are beig recorded. Copies a existig timetable ad all of its cotets. Deletes a timetable ad all of its cotets. Searches for etries that match the values populated i the timetable iput widow fields. Get cotets Lists the tasks that are associated with a timetable. List all Brigs up a secodary widow that lists all of the timetables that match the values that are populated i the Timetable iput widow fields. Modify Updates the database etry o the timetable widow to reflect the ew data etries. Next Displays the ext match foud after selectig Fid oe. Previous Displays the previous match foud after selectig Fid oe.

52 Maagig features Creatig ad schedulig timetables 30 Schedulig a timetable Creatig a timetable is a two-part process. The first part schedules whe the evet will take place ad the secod part distiguishes what tasks or actios will occur. NOTE: To exit the timetable creatio process at ay time without savig ay chages, select Stop from the Keep meu (accessed by pressig the F4 key), ad the aswer to the save chages ackowledgmet. To create a timetable ad schedule how frequetly the timetable will process, complete the followig steps: 1. Access the CetreVu CMS MaiMeu through CetreVu Termial Emulator. 2. Press F4 to select the Keep meu. 3. Highlight Timetable ad press Eter. 4. Type a uique ame that describes the cotets of your timetable i the Timetable ame field. 5. Type a descriptio of the timetable i the Descriptio field (optioal). 6. Type your user ID i the User ID field. 7. Type the time that you wat the timetable to start ruig i the Start time field. 8. Type the date that you wat the timetable to start ruig i the Start date field. 9. Type a x ext to oe of the Frequecy categories to defie how ofte the timetable will ru. Oce you make your selectio for all of the fields i the Timetable iput widow, the system kows whe you wat the timetable to ru ad the first part of creatig a timetable is complete.

53 Maagig features Creatig ad schedulig timetables 31 Creatig the tasks i a timetable Now you eed to complete the secod part of the timetable. This ivolves assigig the tasks that are cotaied i the cotets of the timetable ad will ru at the scheduled time. To add tasks to a timetable, complete the followig steps: NOTE: These steps assume that you are cotiuig this task from the previous sectio, Schedulig a timetable. 1. Press Eter to move to the Actios meu. 2. Highlight Add ad press Eter to save the basic timetable iformatio ad proceed to addig tasks to the timetable. If all of the etries o the widow are valid, the Successful appears o the Timetable iput widow status lie ad the CetreVu CMS MaiMeu is displayed. 3. From the CetreVu CMS MaiMeu, highlight the task (usig ormal meu selectio rules) that you wat to schedule o the timetable. The status lie at the bottom of the CetreVu CMS MaiMeu shows Keepig Etries, idicatig that the actios or tasks you select are beig recorded. 4. Complete the required field etries o the user widow, ad the select a actio list item. Whe each actio list selectio is made ad validated, Etries Stored is displayed o the status lie of the curret user widow. 5. Repeat eterig the required field etries o each of the user widows ad actio list selectios for each task you wat to schedule i this timetable.

54 Maagig features Creatig ad schedulig timetables Whe you are fiished addig tasks to this timetable, press F4 to select the Keep meu, highlight Stop, ad press Eter. A Ackowledgmet widow is displayed. 7. Select y ad press Eter to save the tasks that are cotaied i the timetable. 8. Press the F5 key to select Exit ad close the Timetable widow. You have ow completed the secod part of creatig a timetable by idetifyig what the timetable tasks are. Locatig a existig timetable Sometimes you eed to make chages to your timetable. To edit a existig timetable, you first eed to locate that timetable by completig the followig steps: 1. Press F4 to select the Keep meu. 2. Highlight Timetable ad press Eter. 3. Press Cotrol ad Z simultaeously to clear all etries i the Timetable iput widow. 4. Type the uique ame that describes the timetable you wat to edit i the Timetable ame field. NOTE: The Timetable ame field is case sesitive, so be sure to eter the ame exactly as it was origially defied. 5. Press Eter, select Fid oe from the Actio list ad press Eter agai. The system populates the schedulig parameters for the timetable you wat to edit.

55 Maagig features Creatig ad schedulig timetables Press Eter, select Get Cotets from the Actio list, ad press Eter agai. The Timetable: Get Cotets widow displays with a list of the tasks the timetable cotais ad you are i the Keep mode for editig the timetable. You are ow ready to perform ay editig fuctio for the tasks cotaied i your timetable. For additioal istructios o how to copy, delete, globally edit, or modify timetable tasks, refer to the CetreVu Call Maagemet System Release 3 Versio 8 Admiistratio ( ) book. Editig tasks i a existig timetable NOTE: Uless your CetreVu CMS user ID is a Admiistrator logi type, oly the ower of the timetable ca edit the timetable. Let s say you wat to add a task to your timetable amed Holiday Start, so that a ew VDN is added to the already established list of VDNs that are assiged to the holiday vector. NOTE: Oce you are i the Get cotets widow for the timetable, you will probably eed to press F6 to activate the scrollig feature. The scrollig feature eables you to move through all of the tasks i the timetable. Whe you are doe editig the timetable, you eed to press F6 agai to deactivate scrollig. 1. I the Task umber(s) field, type the umber of the task that you wat your ew task added after ad press Eter. The CMS MaiMeu appears, with Keepig Etries displayed i the status lie.

56 Maagig features Creatig ad schedulig timetables Highlight Call Ceter Admiistratio from the mai meu ad press Eter. 3. Select VDN Assigmets from the Call Ceter Admiistratio meu. 4. Type the required iformatio (the ew VDN umber ad the Holiday Start vector ame) i the fields of this widow, ad press Eter. 5. Press Eter agai to select the Ru actio. The Etries stored message is displayed. If you wat to add more tasks, repeat steps 2 through 5. Oce you have fiished addig tasks, press the Keep (F4) meu. 6. Press F4 to select the Keep meu. A prompt asks if you wat to save your chages. 7. Type y to save the chages ad press Eter. The Timetable: Get Cotets widow is displayed with the ew task(s). 8. Press the F5 key to select Exit. The Get Cotets widow closes ad the Timetable iput widow is displayed.! WARNING:! The type of timetable described i this example should always be tested prior to use o the specified holiday. The testig will esure that the timetable will ru as you expect it to.

57 Maagig features Creatig ad schedulig scripts 35 Creatig ad schedulig scripts What is a script? A script is a set of commads that automates actios to ru o the CetreVu CMS server or the DEFINITY ACD. Scriptig is the CetreVu Supervisor feature that you ca use to create scripts. The most commo uses of Scriptig is to create scripts for chagig aget skills, ruig a report, or exportig report data. Whe scripts are created ad saved, you eed to specify whether the script is iteractive or automatic (with automatic beig the default). The exceptio to this is whe a script is saved from the Select a Report widow or from a Operatios selector widow. I these cases, the oly optio is to create a iteractive script. Below is a descriptio of each type of script. Iteractive scripts: Ru i the curret Supervisor sessio. Display the script activities o the PC. Are similar to the CetreVu CMS ASCII iterface Shortcut. Automatic scripts: Lauch a ew Supervisor sessio that logs i to the CetreVu CMS server ad rus the requested tasks i the backgroud. Require the PC o which the script resides (was created) to be ruig whe the script is scheduled to ru. Do ot display the activities related to the script o the PC. Are similar to the CetreVu CMS ASCII iterface Timetable.

58 Maagig features Creatig ad schedulig scripts 36 Thigs to kow before you start Below are some of the poits you should kow before creatig scripts: You must have the appropriate User Permissios to ru the operatio that is beig requested i the script. You are limited to a maximum of four simultaeous Supervisor sessios from oe PC (icludig automatic scripts). Oce a script is created, it ca be maually executed like other Widows-based executable files. If the PC o which the script resides is tured off, the the script will ot ru at the appoited time. If you chage your user password, you must also chage the passwords to scripts. Admiistratio preparatios for automatic scripts You eed to set Cotroller optios for your CetreVu CMS user ID to allow automatic scripts to be scheduled ad to ru from your PC. You also eed to set a user ID ad password to allow the script to log i to the CetreVu CMS server. To set Cotroller optios, complete the followig tasks: 1. From the Cotroller, select Optios from the Tools meu. 2. Select the Scriptig tab. 3. Complete the iput widow. For details o each of the fields i this widow, press F1. 4. Select OK.

59 Maagig features Creatig ad schedulig scripts 37 To set a user ID password for scriptig, complete the followig steps: 1. From the Cotroller, select Optios from the Tools meu. 2. Select the Scriptig tab. 3. Select the Set User butto. 4. Complete the iput widow with the followig iformatio: User ID: Type your CetreVu CMS user ID. Password: Type your CetreVu CMS password. Cofirm Password: Reeter your password. 5. Select OK. Usig Scriptig to automatically prit historical reports This sectio provides istructios o creatig the script that is required to prit a historical report ad the explais how to schedule the script to ru. Scriptig historical reports It is easy to schedule reports to prit automatically at a coveiet time. The first task that you must complete is creatig the script that rus the actual report. To create a script that will automatically ru a historical report, complete the followig steps: 1. From the Report selector widow, highlight the Historical Report you wat to prit ad select OK. NOTE: Be sure the appropriate ACD is selected. If you do ot kow how to select a ACD, refer to the CetreVu Call Maagemet System Release 3 Versio 8 Admiistratio ( ) book. The Report iput widow is displayed.

60 Maagig features Creatig ad schedulig scripts Complete the Report iput widow with the values for which you wat your report to prit data. For istace, if you wat a historical report to prit yesterday s data each morig, the type 1 i the Date(s) field. Whe the automatic script executes, the report will ru with the iputs you selected. NOTE: You are creatig a automatic script. Whe this script is executed the output is directed to your default priter. Therefore, you do ot eed to specify a Destiatio from this iput widow. 3. Select OK. The selected report s output widow is displayed. 4. Select Script from the Report meu. The Save as Script widow is displayed. By default, Automatic script is set for the Save as type field. 5. Complete the Save i: ad the File ame: fields o the Save as Script widow. 6. Select Save. You have created ad saved the script that, whe executed, will prit the report. Cotiue with the ext sectio to schedule the report to prit.

61 Maagig features Creatig ad schedulig scripts 39 Schedulig scripted reports to prit Reports ca be scheduled to prit automatically at a coveiet time. NOTE: To ru a automatic script at a specific time, a schedulig package must be istalled o your PC. Although you have a choice of may schedulig packages, the followig three schedulig packages have bee tested with the Scriptig iterface. This is ot a edorsemet for ay of these packages. Microsoft s System Aget (part of the Widows 95 Plus Pack) Task Scheduler (part of Microsoft Iteret Explorer 4.0 for Widows 95, Widows 98, ad Widows NT 4.0) Uisy Software LLC AutoMate Professioal for Widows 95, Widows 98, ad Widows NT Refer to the schedulig package documetatio for istructios o schedulig the script to ru. Usig Scriptig to export report data The ability to export report data gives you the ability to use the report data from the ACD i other applicatios. A commo use of this feature is exportig report data for use i a Microsoft Excel spreadsheet. To automatically export report data, complete the followig steps: 1. Select oe of the data export items from the Edit or pop-up meus o a report output widow. The Export Chart Data, Export Table Data, or Export All Data widow is displayed. 2. Complete the data export widow, but do ot select OK.

62 Maagig features Creatig ad schedulig scripts Select the Script butto. The Save As Script widow is displayed. 4. Complete the Save i: ad the File ame: fields o the Save as Script widow. Execute the script to ru the report with the script iputs, export the resultig data, ad the exit the report. Usig Scriptig to schedule operatios to occur automatically I additio to schedulig reports, you may wat to create a script for some of the call ceter operatios that you perform. Below is a example of a operatio you might wat to automate. Scriptig a aget trace You may receive requests to trace aget activities. You ca use Scriptig to create scripts that ru a aget trace ad the schedule the scripts to ru automatically. To create a script that activates a aget trace at a time that is appropriate to the aget s work schedule, complete the followig steps: 1. From the Aget Admiistratio selector widow, highlight Activate Aget Trace ad select OK. NOTE: Be sure the appropriate ACD is selected. If you do ot kow how to select a ACD, refer to the CetreVu Call Maagemet System Release 3 Versio 8 Admiistratio ( ) book. The Activate Aget Trace widow is displayed.

63 Maagig features Creatig ad schedulig scripts Type the Aget ame or logi id for which you wat to trace call activity ad select the Aget Trace-O butto. 3. From the Actio meu, select Script. The Save as Script-Actio widow is displayed. By default, Modify is selected for the Actio field. 4. Select OK. The Save as Script widow is displayed. 5. From the Save as Script widow, select the folder i which to save the script, type a uique ame for the script file (or you ca accept the default file ame already displayed), ad accept Automatic as the script type. The Save as Script ackowledgmet widow is displayed, idicatig that the script has bee saved. 6. Select OK. Orgaizig your scripts As you create more scripts, it is easier to keep them i order ad maage them if you orgaize them ito uique folders. By selectig Orgaize Scripts from the Scripts meu, you ca perform covetioal file operatios. From the Orgaize Scripts widow, you ca: Create ew folders. Reame scripts ad folders. Move scripts ad folders. Delete scripts ad folders.

64 Maagig features Assigig Dictioary ames 42 Assigig Dictioary ames The Dictioary subsystem ca be used to assig ames to call ceter etities, icludig logi IDs, split/skills, call work codes, ACDs, aget groups, AUX reaso codes, call profiles, logout reaso codes, truk groups, VDNs, ad vectors. The assiged ames the appear o reports, makig them easier to iterpret. The ability to assigig Dictioary ames is especially useful for the etities, such as VDNs, that ofte have complex umberig schemes. Thigs to kow before you start Below are some of the poits you should keep i mid whe assigig Dictioary ames to call ceter etities: Names (syoyms) must begi with a alphabetic character. Dictioary ames ca have from 1 to 20 characters. Names ca iclude the uderscore (_), blak ( ), comma (,), period (.), sigle quotes ( ), ad plus sig (+). Blaks ( ) are allowed i all Dictioary ames except Calculatio ames ad costat ames (umbers) that are used i calculatios. Descriptios ca have 1 to 50 characters. Descriptios ca iclude all pritable characters except the semicolo (;), backslash (\), grave accet ('), tilde (~), pipe ( ), asterisk (*), ad questio mark (?). Names must be uique withi each sectio of the Dictioary. For example, you ca ame truk group 1 sales ad split/skill 1 sales, but you caot ame split/skill 1 sales ad split/skill 2 sales. Patter searchig is eabled for strig fields. For example, if you kow that a field etry begis with the letters ac, you ca type ac* i the field. The asterisk (*) matches ay characters that follow the ac. The result may be several matches, o match, or oe match. If you type a asterisk i the field or leave the field blak, you get a list of every ame i Dictioary.

65 Maagig features Assigig Dictioary ames 43 The questio mark (?) searches o a sigle character. For example, if you search o the letters ac ad you type ac?, the questio mark matches ay sigle character that follows the ac. Add a ame for a call ceter etity Use the followig steps to give a call ceter etity (logi IDs, split/skills, call work codes, ACDs, aget groups, AUX reaso codes, call profiles, logout reaso codes, truk groups, VDNs, ad vectors) a ame that will display i reports: 1. Select Dictioary from the Commads meu. 2. Highlight the call ceter etity o the Operatios tab. 3. Select OK. The iput widow is displayed. 4. Complete the iput fields: Field ame: umber: descriptio: Descriptio Eter the ame that you wat to display i reports. Eter the umber of the etity with which you wat the ame associated. For example, eter the umber of the VDN. Eter a descriptio of the item. For example, describe the type of VDN ad the telephoe umber associated with it. 5. Select Add from the Actios meu or select the Add butto.

66 Maagig features Assigig Dictioary ames 44 Creatig a aget group You ca create aget groups for reportig purposes. This feature allows you to report o a specific set of agets, regardless of their split/skill assigmets. To create a aget group, complete the followig steps: 1. Select Aget Groups from the Dictioary Operatios widow. 2. Select the ACD o which you wat to create the aget group. 3. Select OK. The Aget Groups widow is displayed. 4. Type the ame of the aget group that you wat to create. The group ame should be descriptive ad reflect your reasos for creatig the group. 5. Select Add from the Actios meu or select the Add butto. The aget group is ow created but does ot have ay agets assiged to the groupig. Complete the followig steps to add agets to the group: 6. Select Get cotets from the Actios meu or select the Get cotets butto. 7. Eter the Logi IDs (or extesios) of the agets who you wat to add to this group. 8. Select Add from the Actios meu or select the Add butto. NOTE: If you remove a aget from a aget group, you will o loger see historical data for that aget o ay reports that you ru for that aget group.

67 Maagig features Ruig Reports 45 Ruig Reports The CetreVu CMS provides you with may reports that you ca view usig CetreVu Supervisor. I additio to these stadard reports, you ca create your ow reports that are specific to your call ceter. For complete details about all of the stadard reports available to you, refer to the CetreVu Supervisor Versio 8 Reports ( ) ad the CetreVu Call Maagemet System Database Items ( ) books. For istructios o creatig your ow reports, refer to the CetreVu Report Desiger ( ) ad the CetreVu Custom Reports ( ) books. You ca ru stadard reports o ay measured subset of the ACD, icludig agets, splits/skills, truks/truk groups, VDNs, vectors, call work codes, ad call records. Reports are also available for Aget Admiistratio, Call Ceter Admiistratio, Dictioary, Exceptios, ad Maiteace. To ru a report, complete the followig steps: 1. Select Reports from the Commads meu. 2. Select Real-Time, Historical, or Itegrated. 3. Select a report from the Reports list box. 4. Select the ACD for which you wat to ru the report. 5. If you wat to schedule the selected report to ru at a certai time, select the Script butto. The Script butto displays the Save as Script widow, which lets you create a ew script for the selected report, but does ot ru the report. The script type is set to iteractive ad caot be chaged. 6. Select OK. The Reports iput widow is displayed. The iputs required vary, depedig o which report you are ruig.

68 Maagig features Ruig Reports Fill i the iput fields. Iput fields are where you specify the iformatio for which you are ruig the report. To complete the iput fields, do ay of the followig: Type i the ame or umber of the iput requested. Select the Browse butto to view all of the available iputs. Use the history list to select a iput that you have previously used. 8. For all reports (other tha real-time ad itegrated), select the report destiatio. Reports ca be viewed o scree or prited to ay priter to which your PC is coected. To select the report destiatio, do oe of the followig: Select View Report o Scree, or Select Prit Report o destiatio ad choose a priter. 9. Esure that the correct ACD is selected. The curret ACD is displayed at the bottom of the iput widow. If you wat to ru a report for a differet ACD tha is selected, do the followig: a. Select Cacel to exit the iput widow. b. Go to the selector widow you chose i Step 3. c. Chage the ACD o the selector widow. d. Select the report you wat to ru. e. Select OK to retur to the iput widow. f. Complete the iput widow. 10. Select OK.

69 Maagig features Defiig Exceptios 47 Defiig Exceptios A exceptio is a type of activity i the ACD that falls outside of the limits that you have defied. The CetreVu CMS icludes a Exceptios subsystem that collects the exceptio data from the ACD ad produces reports. You ca use the Exceptio reports to help improve the performace of your call ceter. Exceptio coditios usually idicate abormal or uacceptable performace i the ACD by agets, splits/skills, truk groups, VDNs, or vectors. Use the CetreVu CMS Exceptios optios to do the followig: Defie coditios for ACD activity for which you wat otificatio. Activities may iclude agets, splits/skills, truk groups, VDNs ad vectors. The types of exceptios available vary for each activity, but iclude such optios as Time i Queue ad Hold Time. Ru the Real-time Exceptio Log. Geerate reports o aget, split/skill, truk group, VDN, vector, malicious call trace, ad other exceptios. Settig the exceptio thresholds To admiister ad activate exceptios, complete the followig steps: 1. Select Exceptios from the CMS Tools meu. 2. Select the Operatios tab. 3. Select the exceptio type for which you wat to complete admiistratio (aget, split/skill, truk group, VDN, vector, or real-time exceptios log). 4. Set the threshold levels to a umber betwee 0 ad Select OK.

70 Maagig features Activatig data gatherig 48 Activatig data gatherig If your system is ot showig curret data i reports or otherwise shows sigs of ot gatherig the ACD data, the you eed to tur o Data Collectio. Turig o Data Collectio To tur o Data Collectio, complete the followig steps: 1. Select CMS System Setup from the Tools meu 2. Select the Operatios Tab 3. Select Data Collectio The Data Collectio iput widow is displayed. 4. Select the ACD from which you wat to collect data from the drop-dow meu. 5. Select the O butto. 6. Select Modify from the Actios meu.

71 Maagig features Trackig call activity 49 Trackig call activity There are a umber of differet ways to track particular call types or activity i your call ceter. This sectio describes the differet choices available ad whe to use each. NOTE: The admiistratio for all of these activities is iitially established o the DEFINITY ECS ad the agets use their telephoes to record specific call evets. Refer to the DEFINITY ECS documetatio for iformatio o admiisterig these features. Stroke couts (evet couts) NOTE: Stroke couts are sometimes referred to as evet couts. Stroke couts ca represet ay call evet, icludig a successful sale, a call from a demographic category, or a respose to a promotio. Up to ie stroke cout buttos ca be assiged to a aget s telephoe. Agets press these buttos o their telephoes to record specific call evets. CetreVu CMS the stores the data, which ca be viewed o the Aget Evet Cout report. Stroke couts are oly recorded while a aget is o a ACD call or i call-related after call work. Stroke cout butto 0 is reserved for audio difficulty. AUX reaso codes Auxiliary reaso codes eable a call ceter to track a aget s time more precisely whe the aget is i the AUX state. The aget eters the AUX reaso code to specify the reaso for beig i AUX (for example, luch or a meetig) by eterig a previously-assiged digit, 0 through 9.

72 Maagig features Trackig call activity 50 Names ca be assiged to the AUX reaso codes through the Dictioary meu i CetreVu Supervisor. These ames the appear i CetreVu Supervisor stadard real-time ad historical reports uder the AUX Reaso Code headers. AUX reaso code 0 is used for cases whe the DEFINITY ECS automatically puts a aget ito AUX (for example, whe Redirect O No Aswer has bee iitiated). NOTE: The Expert Aget Selectio (EAS) feature is required to use AUX reaso codes. Call Work Codes A Call Work Code (CWC) is a umber that represets a particular call type or activity for example, a sale item, complaits, repeat orders, promotioal ads, or sales made usig a credit card. While still o a ACD call or i after call work associated with a call, a aget uses the dial pad o their telephoe to eter a CWC. The CWC is from 1 to 16 digits log ad is followed by the # sig to sigal completio to the DEFINITY ECS.! CAUTION: If the aget does ot press the # sig after eterig the CWC digits causes ay data that is beig reported to CetreVu CMS to be lost. To avoid the loss of data, it is importat to allocate the umber of CWCs to be saved by CetreVu CMS i the Data Storage Allocatio widow, which is accessible from the CMS System Setup meu.

73 Maagig features Trackig call activity 51 Names ca be assiged to CWCs through the Dictioary meu i CetreVu Supervisor. These ames are the displayed i CetreVu Supervisor stadard CWC reports, that are stored i the Other category of Historical reports. To simplify usig CWCs, we recommed you specify a fixed umber of digits for all CWCs. CWC 0 is always assiged ad caot be deleted. It is used to collect iformatio o uadmiistered CWCs. Logout reaso codes Logout reaso codes are much like AUX reaso codes. Agets eter logout reaso codes to specify the reaso they are loggig out, such as the ed of a shift or traiig, by eterig a digit from 0 through 9. A 0 is used whe the system logs a aget out, or if the aget does ot specify a code. The default ame of the reaso code ca be modified through the Dictioary meu i CetreVu Supervisor. The logout ame appears i the Aget Logi/Logout ad Aget Trace reports uder the Logout Reaso header. NOTE: The EAS feature is required to use Logout reaso codes.

74 Maagig features Trackig call activity 52

75 Service observig 53 Service observig The service observig capability provides the meas to obtai iformatio o idividual calls. This iformatio ca help you to assess the quality of service based o your compay s predefied criteria or quality requiremets. This sectio describes the forms ad fields used to admiister the service observig capability o your DEFINITY ECS, ad the methods of service observig that are available ad how to use each oe. I this discussio, the supervisor who is observig calls is referred to as the observer ad the termial, attedat, or logical aget beig observed is referred to as the aget.! CAUTION: Service observig may be subject to federal, state, or local laws, rules, or regulatios or require the coset of oe or both of the call parties. We recommed that you familiarize yourself ad comply with all applicable laws, rules, ad regulatios before usig this feature. The topics icluded i this discussio are: Admiisterig service observig Service observig procedures Service observig idicators Thigs to cosider whe service observig Security precautios to cosider with service observig.

76 Service observig Admiisterig service observig 54 Admiisterig service observig Service observig is admiistered o the DEFINITY ECS system. Basic service observig is set up to observe a extesio, ot all calls to all extesios at a termial. Likewise, VDN service observig is set up to observe a aget i a VDN, ot all agets i a VDN. A summary of the required forms ad their fields that require admiistratio follows. The fields that you must admiister will deped o the type of service observig that you are establishig. NOTE: There are may steps that you eed to complete to eable service observig. The steps deped o the type of observig that you are establishig. For more detailed iformatio about admiisterig service observig, refer to the DEFINITY Eterprise Commuicatios Server Admiistrator s Guide ( ).

77 Service observig Admiisterig service observig 55 Uless otherwise oted, each of the fields idetified i the followig summary should be set to y (yes). Customer-Optios System Parameters Form Required Service Observig Fields Field Service Observig (Basic) Service Observig (Basic) ad Service Observig (Remote/By FAC) Service Observig (Basic) ad Service Observig (VDNs) Vectorig (Promptig) Admiistered for... Basic observig Logical Aget ID observig Remote observig Feature access code observig VDN observig Vector-iitiated observig Class of Restrictio Form Required Service Observig Fields Field Ca Be Service Observed Ca Be a Service Observer Service Observig Permissios - Table Admiistered o... Aget s COR to allow the aget to be observed Observer s COR to allow the extesio ower to observe others Observer s COR to grat permissios to observe each specific COR

78 Service observig Admiisterig service observig 56 Feature-Related System Parameters Form Required Service Observig Fields Field Service Observig Warig Toe Expert Aget (EAS) Admiistered for... Notificatio of aget beig observed Logical Aget ID observig Statio (multi-appearace) Form Required Service Observig Fields Field Butto/Feature Butto Assigmet (set to serv-obsrv) Admiistered for... Basic observig VDN observig, or Logical Aget ID observig Feature Access(FAC) Form Required Service Observig Fields Field Service Observig Liste Oly Access Code (eter the access code) Service Observig Liste/Talk Access Code (eter the access code) Admiistered for... Remote/by FAC observig VDN observig, or Logical Aget ID observig Remote/by FAC observig VDN observig, or Logical Aget ID observig

79 Service observig Service observig procedures 57 Service observig procedures Oce you fiish admiisterig each of the applicable fields o the required forms, you are ready to begi observig a aget. NOTE: Whe a aget who is beig observed is ot active o a call, the observer is i the wait state. Whe the aget becomes active o a call, the observer is bridged oto the call. Observig extesios To observe a aget extesio, the observer presses the service observig butto plus the aget s extesio umber. Iitially, the observer is i the liste-oly mode. While observig a call where a aget is havig difficulty or givig out iaccurate iformatio, the observer has the optio to break i o the coversatio. Pressig the service observig butto toggles betwee the liste-oly ad liste/talk modes. NOTE: If a warig toe was admiistered o each system, the it lets agets ad callers kow whe someoe is observig a call. The parties hear a 2-secod, 440-Hz warig toe before a observer coects to a call, followed by a half-secod burst of this toe every twelve secods durig observatio. If eabled, the coferece toe may add a delay of two to three secods before the coectio.

80 Service observig Service observig procedures 58 Observig logical-aget IDs Observig VDNs Large call ceters ofte move their people regularly ad rely o usig uiversal aget workstatios. With EAS, a observer ca observe agets based o their logical-aget ID regardless of the workstatio they are workig from or the telephoe to which the aget is logged i. The observer eters the logical-aget ID extesio umber of a aget who must be logged i to a telephoe. The observer ca moitor every ACD, persoal, ad direct aget call delivered to or placed by the aget, icludig calls placed to the physical extesio. NOTE: Oly oe observer ca observe a physical telephoe at oe time. A observer caot observe a logical aget ID extesio at a physical telephoe that is already beig observed. Likewise, a observer caot observe a physical extesio that is beig observed as a logical-aget ID extesio. Whe observig through a VDN, the aget to be observed is radomly selected based o the vector ad call distributio. Use this service observig capability to get a overall sese of how the call ceter is performig. To observe a VDN, the observer eters a specific VDN extesio ad bridges oto calls (oe call at a time) that have started vector processig for that VDN. The observer hears all toes, call promptig, caller dialig, aoucemets, music, ad speech that the aget ad caller hear. If a observer is i a COR that is admiistered to hear VDN of Origi aoucemets ad has a VOA Repeat butto, he or she ca hear ad replay VDN of Origi aoucemets. NOTE: If the observer is usig a display telephoe, the the observer sees the ame of the VDN, aget, or truk as each is accessed i sequece by the VDN. For example, durig vector processig the VDN ame is displayed, but whe the call coects to a aget, the aget ame is displayed.

81 Service observig Service observig procedures 59 Observig remotely or by Feature Access Code There may be times whe you wat to observe from outside of the physical call ceter locatio. Remote observig is iitiated through Remote Access or Call Vectorig. Observers ca observe calls from a remote locatio or a local termial usig service observig Feature Access Codes (FACs). Whe observig remotely, observers must use FACs. Differet FACs are required for liste-oly ad liste/talk modes. Whe observig locally or remotely by FAC, the observer caot toggle betwee modes. Physical extesios, logical-aget ID extesios, ad VDNs ca be observed remotely. With Remote Access, a observer accesses a switch via a truk group dedicated to Remote Access or via a Direct Iward Dialed (DID) umber to the Remote Access extesio. Remote observig works with all types of DID truks, icludig ISDN-PRI ad tie truks, ad DCS over aalog, T1, or PRI. With Call Vectorig, a observer accesses a switch by dialig a VDN extesio or a cetral office (CO) truk that has a VDN extesio as its icomig destiatio. Usig route-to commads, you ca desig a service observig vector to allow a VDN call to directly access a specific extesio to be observed or a service observig dial toe. At the dial toe, observers ca eter ay extesio that they are authorized to observe. Tip: You ca combie Call Promptig ad Call Vectorig to provide security ad to limit observatio. For iformatio about creatig a service observig vector, see the DEFINITY Eterprise Commuicatios Server Call Vectorig/EAS Guide ( ). Deactivatig service observig Service observig is deactivated whe the observer hags up, selects aother call appearace, or presses the discoect or release butto.

82 Service observig Service observig idicators 60 Service observig idicators As a observer, you receive butto lamp ad/or toe idicators whe you activate ad use service observig. The followig table shows the geeral service observig idicators that you will receive as a observer. Coditio Deied activatio Activated Observig (liste oly) Observig (liste/talk) Butto Lamp Broke flutter Steady/ wikig Steady Wikig Toe Itercept/busy/reorder Cofirmatio toe followed by silece or coectio to call Hear call Hear ad talk o call I wait state Flash Noe Deied observig Flash (wait state) Silece or ieligible toe followed by silece The DEFINITY Eterprise Commuicatios Server Admiistrator s Guide ( ) provides additioal details that describe idicators received whe activatio is: Deied. Allowed at the time of activatio. Allowed after observe is activated.

83 Service observig Thigs to cosider whe service observig 61 Thigs to cosider whe service observig Cosider the followig circumstaces whe you are usig service observig. Bridged observers Although a aget ca be a member of multiple splits/skills, a aget ca be observed by oly oe observer at a time. If two agets with differet supervisors are observed ad oe aget calls the other, the origiator s supervisor observes the call ad the other supervisor is placed i the wait state. Ieligibility O some occasios, a call to a aget extesio or VDN is ieligible for observig. Some examples of whe this might occur are whe the call: Is already beig observed. Has some type of Data Restrictio activated. Is i a coferece with six parties. Is a VDN-observed call that reaches a uobservable extesio or VDN. Multiple observers Multiple observers ca observe a sigle VDN simultaeously, but each observer will be observig a differet call to the VDN. NOTE: Up to 50 VDN calls ca be observed cocurretly.

84 Service observig Thigs to cosider whe service observig 62 Truk calls If a aget beig observed makes a truk call, observatio starts after the aget fiishes dialig. For cetral office (CO) truks, dialig is cosidered complete whe aswer supervisio is retured or whe aswer supervisio timeout occurs. Refer to the DEFINITY Eterprise Commuicatios Server Guide to ACD Call Ceters ( ) for additioal iformatio o aswer supervisio. Cofereced calls A observer caot iitiate a coferece while observig. If a observed aget cofereces a call ad the umber of cofereced parties is less tha six, the observer is placed i the wait state util the call is coected. Whe the call is coected, the observer ca observe the coferece. I additio, the observer is bridged oto ay call o which the aget becomes active before the coferece is complete. Whe the coferece is complete, the observer is agai bridged oto that call. If a observed aget cofereces a call ad the umber of cofereced parties (icludig the observer) is six, the coferece is deied. A call to a observed VDN caot be moitored if the observer, caller, ad other parties bridged oto the call equals more tha six parties. If a coferece is beig observed because a observed aget etered the coferece, whe the aget hags up, the coferece is o loger observed. If a coferece is beig observed because a observed VDN call etered the coferece, observig cotiues util the call is routed to a uobservable destiatio.

85 Service observig Thigs to cosider whe service observig 63 Coferece members are observed durig a coferece regardless of their COR settig. If a VDN call beig observed is cofereced to a aget call beig observed, the VDN observer cotiues to observe ad the aget observer goes ito the wait state. If two observers (of either VDN or aget calls) are cofereced to a call, the first observer cofereced i cotiues to observe ad the secod observer goes ito the wait state. VDN or aget call observers hear the ieligible toe before goig ito the wait state. NOTE: The same rules apply whe multiple observers moitor trasferred calls. Trasferred calls If a aget beig observed trasfers a call, the observer is placed i the wait state. Oce the trasfer is complete, the observer is bridged o ad ca cotiue moitorig the call util it is complete or the observer deactivates service observig. A VDN observer cotiues to moitor the trasferred call util it is trasferred or routed to a uobservable destiatio, the observer deactivates service observig, or the call termiates.

86 Service observig Security precautios to cosider with service observig 64 Security precautios to cosider with service observig Depedig o the service observig method that you are usig, there are precautios that you ca take to esure the security of your system. Geeral security Use the followig COR restrictios to prevet uauthorized observig: For the observer, set Ca Be A Service Observer o the COR form to y. For the aget to be observed, set Ca Be Service Observed o the COR form to y. For the observer, grat permissios to all CORs to be observed o the Service Observig Permissios COR table. VDN-call security Use the followig COR restrictios for VDN-call observig: For the VDN extesio to be observed, set Ca Be Service Observed o the COR form to y. Type a y ext to the CORs of the VDNs to be observed i the observer s Service Observig Permissios COR table.

87 Service observig Security precautios to cosider with service observig 65 Vector-iitiated security Use the followig guidelies for vector-iitiated observig: Use Call promptig commads i service observig vectors to provide passcode protectio ad limit access to specific destiatios or vector-verified, caller-etered digits. Use Time of Day/Day of Week checks i service observig vectors. Create a vector used exclusively for service observig. If you use route-to commads to observe a VDN extesio, esure that the extesio has a observable COR.! CAUTION: I vector-iitiated service observig, COR assigmets are used to determie if service observig is allowed. These assigmets iclude the COR assiged: to the VDN used to iitiate service observig. to the iteral caller extesio. to the aget to be observed. If the aget s COR is ot observable, observatio fails regardless of the VDN or caller COR. Whe a call is routed through multiple VDNs, the COR of the last VDN is used for callig ad observig permissios regardless of VDN Override settigs.

88 Service observig Security precautios to cosider with service observig 66 Remote-access security Use the followig guidelies for remote observig: Use Barrier Codes ad Authorizatio Codes to limit the use of Remote Access to authorized users. Use differet Authorizatio Codes for differet service observig permissios. Use Facility Restrictio Levels (FRLs) ad restrictios such as the Authorizatio Code COR to restrict Remote Access service observer access to other destiatios (for example, statios or truks). Use Call Promptig to create additioal security. NOTE: Additioal Remote Access security measures ad codes are described i the DEFINITY Eterprise Commuicatios Server Admiistrator s Guide ( ).

89 Maagig backups 67 Maagig backups This sectio explais the differet types of CetreVu CMS backups available ad provides recommedatios o whe to ru each kid of backup. Procedures o how to ru backups ad refereces o where to check the backup status are also icluded. Suggestios for tape maagemet are also offered to aid i quick ad accurate recoveries. The topics icluded i this discussio are: Why ru a backup? Types of backups Backup procedures Checkig backup status Tape maagemet Automatig backups. For more detailed iformatio o completig backups of the CMS server, refer to the CetreVu Call Maagemet System Release 3 Versio 8 Admiistratio ( ) ad the CetreVu Call Maagemet System Release 3 Versio 8 Software Istallatio ad Setup ( ) books.

90 Maagig backups Why ru a backup? 68 Why ru a backup? Data is crucial to the successful operatio of your call ceter. Therefore, backups are critical to the maiteace of your system. By regularly performig backups, you protect your CetreVu CMS data agaist the possibility of loss due to system failures, disk crashes, power outages, ad so forth. Tip: Ruig backups while your system is ruig its daily data archive may cause performace problems. To maitai best performace, ru backups either after archivig is completed or before archivig begis.! CAUTION: With CetreVu CMS R3V8 ad ewer releases, the cmsadm backup does ot back up historical data. To esure that you have all of the data eeded to complete a restore, you must ru both the cmsadm backup ad the full maiteace backup o a regular basis.

91 Maagig backups Types of backups 69 Types of backups Most ofte, you will perform a maiteace backup. Depedig o the capacity of your backup device ad the amout of data to be saved, you ca select either a Full or a Icremetal maiteace backup. Most of the tape drives curretly shipped with CetreVu CMS accommodate a Full backup o oe tape. The followig tables describe the various types of backups, the data that is saved, ad recommeded backup itervals. Maiteace Backups Full Icremetal Data Saved Saves data for all of the time periods i the historical database i CetreVu CMS. A full Backup must be doe prior to the first Icremetal Backup. Saves CetreVu CMS data recorded sice the last (icremetal or full) backup completed. Oly the historical data ca be stored icremetally. Admiistratio data is stored i a full backup.! CAUTION: How frequetly you perform Maiteace backups should be determied by how much data your call ceter is willig to lose i the case of a catastrophic failure. File System Backup cmsadm Data Saved Saves Solaris system files ad programs Saves o-cms data you placed o the computer Recommeded Frequecy Prior to upgradig CetreVu CMS to a ew software load As soo as possible after a upgrade Mothly

92 Maagig backups Backup procedures 70 Backup procedures The followig sectios step you through the process of completig the differet types of backups, icludig full maiteace backups ad cmsadm backups. NOTE: Ruig a maiteace backup could impact system resources ad should be scheduled to ru accordigly. Ruig a full maiteace backup for all ACDs To ru a full maiteace backup, complete the followig steps: 1. Isert a tape i to the backup device. NOTE: O the 8-mm tape drive, the gree (top) light flashes util the tape is ready. The yellow (bottom) light flashes whe the system is readig from or writig to the tape. Do ot remove the tape util the yellow light is out, the gree light has stopped flashig ad you o loger hear clickig. Tip: You ca do a full backup over the most recet full tape backup. You ca also do a full backup over a old icremetal tape backup. As a precautio, you caot do a icremetal backup over your most recet icremetal backup or your most recet full backup. 2. O the CetreVu Supervisor Cotroller, select Maiteace from the Tools meu.

93 Maagig backups Backup procedures O the Maiteace selector widow, highlight Back Up Data i the Operatios list ad select the ACD for which you wat to complete a backup. 4. Select OK. The Backup Data widow is displayed.