Home

CentreVu Explorer II V1.0 Installation for Windows NT®

1. 2 1 OVEDIBU LLL os v Eae ve ee es E SIR PECORE Le PR ue 2 1 Installazioni Prerequisnies sa cose ssa RE RUE E PY ped Ved An FERE O duck es 2 2 Installing CentreVu Explorer II Server Software 2 3 CentreVu Explorer Il Version 1 0 Installation for Windows NT iv Loading Centre Vu Explorer IJ Software i i5cc005000 secure ione si sa s 2 4 Installing SOL Server tb giocati erriko trir EN ROSES HERE MERE E 2 4 Administration Passwords 22204 esses eta rex dee RR YT Yd ror RANES 2 4 Installing Centrevu Explorer Il SODWAIE air same Eden ene RARE 2 5 Creating the CentreVu Explorer II Database 2 12 Populating the Da s ceo ordeo vien qund epe lk esatta 2 17 Launching Centievu Explorer Wo cc dence ee A o CER RE RE RE FERES RE E 2 18 peAuywhered Security COoNSICEFatioIs sisi 2 19 Uninstalling the CentreVu Explorer II Software 2 21 Uninstalling CentreVu Explorer II Software 2 22 Removing the Database 5 cused cen ive bbe oo eke eee de ede A Ehi 2 28 Upgrading to CentreVu Explorer Il Software 3 1 COVEIVICW MP 3 1 Uperading to SCIL Server 70 s aces ee eee ewe SA CES E DER AO IER A 3 2 Upgrading the CentreVu Explorer II Software 00 0020 ee 3 3 Creating the CentreVu Explorer II Database oen reme 3 10 Converting Centre u Explorer Lx Dalia iisosososuas cot b 3 15 Malhitenalice acce ex ed oca eon d CO
2. Programs d Documents x Control Panel amp Printers kc H Taskbar Windows NT Server Shut Down T The Control Panel displays 2 From the Control Panel double click on the Add Remove Programs icon On the Install Uninstall tab Centre Vu Explorer II appears as one of the options CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer Il Software 2 23 3 Select the CentreVu Explorer II option Control Panel i Of x File Edit View Help Ms i i B S uw Accessibility Console Date Time Devices Display Options m En ji EST a Find Fast Internet Keyboard Licensing Livellpdate To install a new program from a floppy disk or CD ROM drive click Install The following software can be automatically removed by Windows To remove a program or to modify its installed components select it from the list and click per Acrobat Reader 3 01 Adole Java Development Kit 1 1 74 LiveUpdate Microsoft Chat 2 1 Microsoft FrontPage Express Microsoft Internet Explorer 4 0 Microsoft Internet Information Server zi Add Remove OK Cancel Apply 4 Press the Add Remove button 5 Press the OK button CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer Il Software 2 24 The Uninstall
3. Hello World VExplorer Connection to Database Failed java net com inet tds TdsDriver createSQLException TdsDriver jav com inet tds TdsDriver connect TdsDriver java java sql DriverManager getConnection Compiled Code java sql DriverManager getConnect ion DriverManager java com cps DB DEConnection connect DBConnection java 64 com cps DB DEConnection DBConnection java 105 com cps CVE MO MO init Compiled Code com cps CVE CVEMain init CVEMain java 47 CVExplorer init CVExplorer java 160 com sun server ServletState callInit ServletState java com sun server ServletManager loadServlet ServletManage com sun server ServletManager loadServlet ServletManage com sun server ServletManager loadServlet ServletManage com sun server ServletManager loadStartupServlets Compi com sun server http HttpService run HttpService java 17 com sun server webserver HttpService run HttpService ja M CVELUCMS Process files in directory D JavaWeb3e gt a Document Done 4 7 CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Administration Ultilities 4 8 6 Inthe navigation frame select Database Status CentreVu Explorer II Active Sessions View Log File Database Status w License Return to Main Menu Select Database Status The Database Status window displays
4. This installation program can create backup copies of all files replaced during the installation Do you want to create backups of the replaced files Yes C No 7 You can choose to create or not to create a backup replacement file e If you want to create backup files select the Yes radio button Ifyou do not want to create a replacement file select the No radio button 8 Press the Next button to continue CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer Il Software 2 9 The Select Backup Directory window displays CentreVu Explorer Il Installation Select Backup Directory Please select the directory where the replaced files will be copied C WJavaWebServerl 1 BACKUP Browse 9 Select the location of the backup directory Accept the recommended default path or Use the Browse button to select the path of the backup directory 10 Press the Next button CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer Il Software 2 10 The Step One Completed window displays CentreVu Explorer Il Installation Step One Completed You are now ready to install files for Centreu Explorer II When this step is finished the system will start the database creation script Press the Next button to continue 11 P
5. Maintenance for more information CentreVu Explorer Il Version 1 0 Installation for Windows NT Appendix Windows NT Server Connection Assistance A 1 Centre Vu Explorer II Appendix Windows NT Server Connection Assistance The following sections provide assistance in connecting Centre Vu Explorer II to your local area network LAN In particular these instructions pertain to the administration of the Microsoft Windows NT Server 4 0 Note Refer to the Microsoft software support manuals and your network gt administrator for further assistance Microsoft is a registered trademark of Microsoft Corp tWindows NT is a registered trademark of Microsoft Corp CentreVu Explorer Il Version 1 0 Installation for Windows NT Appendix Windows NT Server Connection Assistance A 2 Establishing Server Network Connection Hardware Communication between Centre Vu Explorer II and CentreVu Call Management System CMS is provided through a LAN connection Additionally for terminals external to the Centre Vu Explorer II server access is provided through a LAN Networks may be one of the following Ethernet Token Ring The appropriate hardware must be installed on Centre Vu Explorer II respective to the network topology Follow the instructions provided with the hardware interface to install the card in your system Software Centre Vu Explorer II must be configured as follows to properly communicate with
6. AUXIN OUT extension call from the AVAIL wait or on an ACD call for another split skill continues to move up the list of eligible agents for other splits skills Agents in ACW may or may not be in the eligible agent lists depending upon the setting of an option ECS R5 and later CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary Multiple Call Handling MCH Multiple Split Skill Queuing Multi user Mode Net in Time Nonprimary Split Skill Nonzero 0 Skill Generic 2 2 with EAS OCM Originating Hold Time GL 20 Allows an agent to receive an ACD call while other calls are active on the agent s station Unless forced MCH is in operation the agent must put the current call on hold and press AI MI in order to receive another ACD call With Call Vectoring a call can be queued to up to three splits skills at the same time The first agent who becomes free in any of the splits skills gets the call This is the normal CentreVu Explorer Il operating mode in which any valid user can log into CentreVu Explorer Il The time the call spent in a VDN processing at another switch located elsewhere in the network When a call is queued to multiple splits skills the second and third splits skills to which the call queues in a VDN are called nonprimary splits skills They are also referred to as secondary and tertiary splits skills respectively Any skill that does not end in 0 is called
7. FAB Adobe Photoshop E centrevu Explorer Il In 8 46 AM 3 Press the Next button to continue the installation The Installation Wizard assists you with the installation process 2 5 CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer Il Software 2 6 The readme information displays as follows CentreVu Explorer Il Installation Read me notes lt Back 4 Press the Next button to continue CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer Il Software 2 7 The Select Destination Directory window displays CentreVu Explorer Il Installation X Select Destination Directory Please select the directory where the Centreu Explorer II files are to be installed C JavaWebServer1 1 Browse 5 Select the location of the backup directory Accept the recommended default path The installation default directory is C JavaWebServer1 1 or Use the Browse button to to install the software on a different disk drive such as the D drive 6 Press Next to continue CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer Il Software 2 8 The Backup Replaced Files window displays CentreVu Explorer Il Installation Backup Replaced Files
8. The following message displays the status of the creation of the database Explorer Il installation Creating database Ea E33 Connected to the database Creating the Explorerv2 database It will take a while please wait Database created Converting schema files Create File converted Populate File converted Executing schema files CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer Il Software 2 15 After the database is created the License Information window displays Ezcentrevu Explorer Il License Information lolx Centre er II Transforming INFORMATION Into KNOWLEDGE In order for CentreVu Explorer Il to operate you must input the name and license Input Update License Information Company Location Name License Key CMS Host Name Next Exit 7 Enter the Company Location Name This is your company name and location 8 Enter the License Key information This is the license key you receive from CenterPoint Solutions see the Obtaining a License section in Chapter 1 Introduction 9 Enter the CMS Host Name This is the host name of your Call Management System 10 Press Next to continue CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer Il Software 2 16 One of two win
9. ERRASSE needed RA 5 13 Clearing Out the Transaction Lod cirie 5 13 Expanding the tenipdb Filo Rr RI RI e Roe RA 5 14 Troubleshooting Tips tor Windows NT iii rai vr 5 15 Windows NT Event Log Error Messages Types 5 15 installanon Emor Messages i c oe o reoR ceeds CER RU HE RP EH ences 5 15 Java Web Server Error Messapes cess op d eae ee en EROR RH 5 17 Data Import Service Messages i505 esee ee ems 5 19 Open Database Connection ODBC Dur PT 5 20 Database DB Library Error Messages eese 5 20 Log a Eror Messages ccc piperita pia e 5 21 Service Affecting Automated Procedures 5 21 Data UMP sooo peo Ghee aE EEE OREO Lera Sq ERES 5 21 Database Maintenance Procedures 2 00 45 s 0e rn 5 22 ABBODOD Lose unread ux Rd IRR eae a NK a AES RN S RU KR RS ees A 1 Windows NT Server Connection Assistance oo sscscrrerirenri redrei pesds A 1 Establishing Server Network Connection 0 00005 A 2 Pard Wal rr A 2 DONG EATS T E bc db E i E A 2 Centre Vu Explorer II Server Identification 4 oo ceo ES ERR A 3 CentreVu Explorer II Protocol Assignment A 4 E PRO O eee Geese ene M dE GL 1 CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction What is CentreVu Explorer II 1 1 CentreVu Explorer II Introduction What is CentreVu Explorer II CentreVu Explorer II transforms DEFINI p Enterprise Communications Server ECS Call
10. Manager window displays fn SOL Server e Manager Console Root Console Root EJ Microsoft SQL Servers 86 SQL Server Group E f BOBCAT QMindows NT E exp2 master B model 4g Northwind d pubs ty tempdb Data Transformation Services Support Services Databases 5 CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer Il Software 2 Select the database you wish to delete In this example the database is named exp2 2 Select Delete 1 Select the database Console Window Help Action View Tools I X 0 EB 8 3 u i master model tempdb rm fi msdb Northwind pubs Data Transformation Services E Management E m Security E m Support Services 3 Select Delete from the Action Menu The Delete Database verification window displays Delete Database 2 Are you sure you want to delete database exp2 4 Click Yes and the database is permanently deleted 2 30 CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Software Overview 3 1 CentreVu Explorer II Upgrading to CentreVu Explorer II Software Overview This chapter describes how to upgrade previous software to the Centre Vu Explorer II software In addition the following are discussed Upgrading
11. Properties 2 Eg General Toots Intemet Sharing Security Label Type Local Disk File system NTFS Wi Used space 1 451 792 384 bytes 1 35GB 9 Free space 657 975 296 bytes 627MB Capacity 2 109 767 680 bytes 1 96GB Drive C TT Compress C 3 When you are finished checking your system s performance click OK CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting General Troubleshooting Tips 5 10 Configuring CentreVu Explorer Il Log File The configuration parameters for CentreVu Explorer II can be set by editing the file JavaWebServerl I ExplorerV2 java CentreVuExplorer properties The installation scripts will automatically configure this file when the Centre Vu Explorer II software is installed However if changes are made to the server after installation it will be necessary to update the file manually Lines preceded by the character are comments and do not affect the configuration Parameter names are case sensitive Parameter Name Acceptable Values Description Log2stdout true false Determines whether the application writes error messages to stdout This option will not serve any purpose if httpd is running as a service Log2file true false Controls whether log output is sent to the servlet log file If you are running Java Web Server the output will be sent to JavaWeb Serverl l logs javawebserver webpageservic e event log LogLevel MESG I
12. Specific descriptions of the maintenance that must be performed are explained in detail in this document While responsibility for the CentreVu Explorer II server seems logically to fall to the telecommunications group in many cases the Information Systems IS department is better equipped to maintain the product because it is based primarily on the Windows NT operating system and the Microsoft BackOffice Suite You must do the following to transfer call history data 1 Purchase the External Call History Interface ECHI package 2 Contact your Lucent representative to have the ECHI feature authorized and installed If you are an international customer contact your Lucent Technologies representative or distributor 3 Lucent NetCare Professional Services sets up the connection between the CentreVu CMS computer and the computer that receives the data 4 Setup the Windows NT server and install the CentreVu Explorer II software CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Installation Dependencies 1 12 Server Requirements and Recommendations Centre Vu Explorer II employs industry standard components to deliver access to the ECS switch s CentreVu CMS Call History data The final system configurations may vary in individual call centers Recommendations for the CentreVu Explorer II configuration follow Hardware performance varies based on actual system configuration Two server platforms are available f
13. T technical support 5 1 5 5 tempdb file expanding 5 14 testing IP connectivity 1 24 transaction log clearing 5 13 transferring call history data 1 11 troubleshooting tips 5 6 IN 5 CentreVu Explorer Il Version 1 0 Installation for Windows NT Index U upgrading Explorer Il 3 3 SQL Server 7 0 3 2 User Agent field 4 6 User field 4 6 V View License option 4 9 View Log File option 4 7 View Log File window 4 7 W Welcome window 2 5 3 3 Windows NT Server connecting A 1 IN 6 How are we doing Document Title CentreVu Explorer Il Installation for Windows NT Version 1 0 Document No 585 218 201 Date June 1999 Lucent Technologies welcomes your feedback on this document Your comments can be of great value in helping us to improve our documentation 1 Please rate the effectiveness of this document in the following areas Excellent Good Fair Poor Not Applicable Ease of Use WII Clarity WII Completeness WII Accuracy WII Organization WII Appearance WII Examples WII I Illustration WII II Overall Satisfaction WII III 2 Please check the ways you feel we could improve this document g Improve the overview introduction C Make it more concise brief g Improve the table of contents C Add more step by step procedures tutorials C Improve the organization C Add more troubleshooting information C Include more figures C M
14. VDN Skill Preference Vector Also known as counted calls to VDN and active VDN calls A Call Vectoring capability available with the G3V4 switch and the ECS Counted calls to VDN is a parameter of the go to step and go to vector commands that provides conditional branching to a different step in the same vector or to a different vector based on the number of incoming trunk calls currently in a VDN in vector processing or at an agent A short announcement that is assigned to a VDN through switch administration The VOA identifies the origin or purpose of a call for the call center agent who answers the call A prioritized list of agent skills assigned to a VDN Up to three skills can be assigned VDN skill preferences are referred to in the vector as 1st 2nd and 3rd Vectors use VDN skills to queue calls based on your preference CentreVu CMS tracks calls by VDN skill preference A list of steps that process calls in a user defined manner The steps in a vector can send calls to splits skills play announcements and music disconnect calls give calls a busy signal or route calls to other destinations Calls enter vector processing through VDNs which may have received calls from assigned trunk groups from other vectors or from extensions connected to the switch GL 29 CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary Vector Command Vector Directory Number VDN Vect
15. Windows NT Maintenance Database Administration 4 14 Discarding or Archiving Data Discard is the removal of data without saving it Archive is the removal of data and saving it to a file so that information can be read back in by the Restore Data routine described later in this chapter In addition CentreVu Explorer II population routing checks to verify that the database capacity does not exceed 95 percent The population routine stores any data on the CentreVu Explorer II server but does not process after the database reaches 95 percent of the total capacity To prevent the database from filling up you can set up an aging process to discard or archive data after a certain number of days To set up the aging process do the following 1 Access the Database Discard Utility See the Accessing Database Utility section previously in this chapter for details E CentreVu Explorer Il Database Discard Utility Ofx File View Database General Database Information Size Create Date May 13 1999 2 16 54 AM Expand Owner ER Discard Data Data Size 47 34 MB rece Restore Data Data Space Available 252 66 MB ls 6 468 5 KB Check Database Log Space Available 188 49 MB Daily Usage Date Rows _ Days Collected 18 naana ai Average Use Day 2 693 33 KB 05 11 1999 288 05 10 1999 348 Days Remaining 96 05 09 1999 6 05 08 1999 1 05 07 1999 214 05 06 1999 282 05 05 1999 320 05 04 1999 282 05 03 1999 348 05 02 1999 8 04 30 19
16. Wizard displays the Select Uninstall Method window and guides you through uninstalling CentreVu Explorer II Uninstall CentreVu Explorer Il Select Uninstall Method Welcome to the CentreVu Explorer Il uninstall program You can choose to automatically uninstall this software or to choose exactly which changes are made to your system Select the Custom button to select which modifications are to be made during the uninstall Select the Automatic button for the default uninstall options Press the Next button to continue Automatic C Custom 6 Choose the Automatic default radio button to automatically uninstall the software 7 Press the Next button to continue CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer Il Software 2 25 The Perform Uninstall screen displays Uninstall CentreVu Explorer Il Perform Uninstall You are now ready to uninstall the Centreu Explorer Il from your system Press the Finish button to perform the uninstall Press the Back button to change any of the uninstall options Press the Cancel button to exit the uninstall 8 Press the Finish button to start the uninstall processes CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer Il Software 2 26 The Wizard begins the Uninstall process Uninsta
17. a nonzero skill See Outbound Call Management The total time the originating agent put the call on hold CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary OTHER Outbound Call Management OCM PEC Price Element Code PEC Primary Skill Pseudo ACD Queue GL 21 An agent state in which the agent is working on a call for another split or skill or has put a call on hold and has not chosen another work mode When the link to the switch first comes up or when the agent has just logged in the agent state is OTHER until the switch notifies CentreVu CMS of the agent s state A set of switch and adjunct features using ASAI that distributes outbound calls initiated by an adjunct to internal extensions usually ACD agents See Price Element Code The set of numbers that Lucent Technologies has assigned to each part that may be ordered The skills assigned to an agent Primary skills are the areas in which the agent has the most expertise This is used in G3V4 or later switches with EAS See Agent Skill Skill Level An area you create on your CentreVu CMS to place previously backed up ACD data A pseudo ACD is not a ive real ACD and does not communicate with any switch A holding area for calls waiting to be answered in the order in which they were received Calls in a queue may have different priority levels in which case calls with a higher priority are answered first Centr
18. a CentreVu Explorer Il License 1 30 Obtaining a CentreVu Explorer Il License CentreVu Explorer II will not run without a valid license A license must be generated for each CMS that is attached to the CentreVu Explorer II server and each CMS can have up to eight ACDs Each instance of CentreVu Explorer II software must have a license The license includes a unique ID number that is based on an algorithm that takes into account the end user s environment This license is a server license that is generated by CenterPoint Solutions You will need to fill out the license request form which can be found at CenterPoint Solutions web site at http www centerpointusa com or by calling CenterPoint Solutions at 303 382 6300 Completely fill out the license request form sign it and fax it to CenterPoint Solutions at 303 382 6301 CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Obtaining a CentreVu Explorer Il License 1 31 The following is an example of the License form License Request Thank you for purchasing CenterPoint Solutions software Please fill out the following License Request form sign it and fax it to CenterPoint Solutions at 303 382 6301 Check the box for the product you wish to license Agent Assist Other Products Agent Observing CenterVu Explorer 1 2e Malicious Call Recording CenterVu Explorer II C E O CallBack Manager S T A R Form Manager AgentNow 00000 0000 Company I
19. agent who then transfers to another agent contains two call segments Therefore the following capabilities are required when running CentreVu Explorer II running on Windows NT for populating call segments 8 500 call segments an hour 128 megabytes of memory 266 MHz chip 15 000 call segments an hour 512 megabytes of memory dual 400 MHz chip For more call segments an hour use long term considerations for example a motherboard with the capacity of 1 gigabyte GB of RAM Database server performance on large data sets is directly affected by available memory CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Installation Dependencies 1 14 Hard Disk Drives The amount and type of local disk storage directly impacts CentreVu Explorer II s ability to store and retrieve information A direct correlation exists between local disk capacity and the total number of call records that can be stored Actual disk space usage will vary by call center depending on the number of ACD calls per day the average number of segments per call and the number of days that CentreVu Explorer II is required to keep data online See the Disk Storage Requirements section in Chapter 1 Introduction which shows disk storage requirements for a variety of daily call volumes CentreVu Explorer II operates more efficiently with Ultra Fast Wide Small Computer System Interface SCSI disk drives Having the opti
20. day is listed where applicable Data Import The Data Import Service runs continuously and is responsible for putting External Call History data from the Call Manager System CMS into the CentreVu Explorer II SQL Server database The Data Import Service can be configured to check for the existence of new data from the CMS at any interval from one minute to several days Each time the Data Import Service finds a file to import it immediately inserts those records into the database This procedure has the potential to lock out query requests for the duration of the import procedure although the likelihood is quite small The import procedure typically lasts less than one minute for call centers with large volumes of automatic call distribution ACD data CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting Troubleshooting Tips for Windows NT 5 22 Database Maintenance Procedures Centre Vu Explorer II contains built in database maintenance procedures designed to keep the database healthy and responsive These procedures are setup during the installation of CentreVu Explorer II and are scheduled to run automatically in the late evening and early morning hours These maintenance procedures vary in duration depending on the size of the database the call traffic and the hardware that hosts the Centre Vu Explorer II Server The durations can range from a few seconds to hours depending on these variables See Chapter 4
21. eee da 4 1 RL emm 4 1 Backing Up SOL Server Database 0 RP RAR EE LR EP REOR 4 2 Checking fat SecULlUy 54205 see crece eate Ra RARER ERROR RO 4 3 Logins and Passwords Stored in the Database 4 3 Achumistation ULSS uere vue dees eats bees HR E RA wee eRe 4 4 Database Aci BISUA BON c oc esd petet ipoteca 4 11 Accessing Database Administration 00 cece eee eee 4 11 Determining Average Daily Call Record Volumes 4 13 Discarding or Archiving Data 0 cece eee ee eee 4 14 Recstorne DARE RIE e dedos voe 4 20 Migrating CMS Data Dictionary Synonyms 4 21 Iu u ap Prem 5 1 OVELVIBUN Cos ARTRITE cei pueda queda qutbus 5 1 ipo T Tcr 5 1 WHO COMIC esq coco hp 5 1 Gennes Techmeal Support io ad eb op dehet RE RE Geh ripetere debui 5 3 Lucent TSO Responsibilities cuisine ilaele 5 4 Customer Responsibilities i 5icc6 000 bes Rr Ee e eee ee en 5 4 Ets6ess to Gor DUBDORL vetoes Reed e ete E EN NR RE 5 5 General Troubleshooting TIPS scree riei 64 e kr e exe RC ee eR 5 6 ening Up the Java PUTAR 44 ARTRITE 5 6 Checking the Compt Polder iusso ribelle PET ER aged 5 7 Monitoring System Performante occ gece ieee o ebd Ee vh d ei qr 5 8 Confisunne Centre Vu Explorer H Log File iiis 5 10 CentreVu Explorer Il Version 1 0 Installation for Windows NT V Troubleshooting and Maintenance Routines 0005 5 13 Expanding the Database i 4 saec panne eee
22. representative or distributor CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting Overview 5 2 If you have received an error message s in the course of a failed installation then record the message s in order to assist National Customer Care Center personnel in diagnosing your problem Note Troubleshooting procedures are usually carried out by an Administrator mE CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting Getting Technical Support Getting Technical Support Basic technical support for the CentreVu Explorer II software is provided by the Lucent Technologies Technical Support Center in conjunction with CenterPoint Solutions However if your support request deals primarily with a supplementary software package not purchased from Lucent Technologies you may be referred to the software s manufacturer or offered the option of purchasing additional assistance not covered under your maintenance agreement The table below describes the level of support that Lucent Technologies provides for each product on the CentreVu Explorer II Server Product Purchased From Support Provided by Lucent CentreVu CMS Lucent Full CentreVu Explorer II Lucent Full Software and previous versions SQL Server 3rd Party Vendor None Billable Java Web Server Lucent None Windows NT Operating 3rd Party Vendor None Billable System Remote Access Softw
23. setting user privileges and establishing standard queries Viewing privileges set at the ALL CMS ACD and SPLIT SKILL levels Secure Socket Layers added to the browser Logins and Passwords Stored in the Database A login must occur before any user activities can take place The login consists of a user id generated by the admin function and a password The navigation frame shows only those options that a user is allowed to perform based on their privilege level See Chapter 2 Administration of the CentreVu Explorer II User Guide 585 218 200 for details CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Administration Ultilities 4 4 Administration Utilities Centre Vu Explorer II has a built in Administration Utilities feature which allows an administrator to perform and monitor certain tasks within the application To access the Administration Utilities do the following 1 You must be logged in as admin When you start up CentreVu Explorer IL as a regular user log in as admin in the Login window The default password is cexplorer1 See the CentreVu Explorer II Version 1 0 User Guide 585 218 200 for more details The Main CentreVu Explorer II window displays automatically X CentreVu Explorer Il Netscape CentreVu Explorer 1 GEMINI CentreVir Explorer II Explorer Classic Transforming INFORMATION Into KNOWLEDGE V Agent in Focus Queries Custom Query Builder V stand
24. the CentreVu Explorer II server by pinging it from a workstation Can you successfully ping the CentreVu Explorer II from a client workstation Yes No CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction CentreVu Explorer Il Installation Preparation Setting Up CentreVu CMS Lucent Technologies NetCare Professional Services require the following information for each CentreVu CMS Internet Protocol IP addresses Login password information Modem numbers Use the following table to record CentreVu CMS IP addresses CentreVu CMS IP Addresses Which CentreVu CMS Enter your information here CMSI O s CMS2 da 2 CMS3 d o E CMS4 da CMS5 d z CMS6 m 2 5 CMS7 m 2 CMS8 m s 1 26 Introduction CentreVu Explorer Il Version 1 0 Installation for Windows NT CentreVu Explorer Il Installation Preparation CentreVu CMS Login and Password Use the following table to record CentreVu CMS login and password information CentreVu CMS Login and Password Information Which CMS Enter your Login here Enter your Password here CMSI CMS2 CMS3 CMS4 CMS5 CMS6 CMS7 CMS8 COICC OJ O O CO D DU O O O 1 27 CentreVu Explorer Il Version 1 0 Installation
25. the CentreVu Explorer II to accommodate this increase The database can be expanded using the SQL Server Enterprise Manager Lucent Technologies strongly recommends that you do not expand your database beyond 7 5GB 6GB data space 1 5GB log space as it is extremely time consuming to maintain a CentreVu Explorer II database beyond this size Also keep in mind that the drive that the database is on needs to have at least 100MB of free disk space to allow for ECH file collection The Data Discard Utility automatically creates the appropriate data and log devices and adds them to the database Clearing Out the Transaction Log The transaction log is used to store information on changes to the data in the database This allows the Microsoft SQL Server to back out all changes made by a transaction if an error occurs before the transaction completes When the error log is full Microsoft SQL Server does not process transactions because it is unable to undo any changes if an error occurs Refer to the Microsoft SQL Server Books Online for a more detailed discussion of the transaction log You can also use the SQL Server Wizards to assist you in managing your databases for example clearing out your transaction logs or expanding the tempdb file CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting Troubleshooting and Maintenance Routines 5 14 Expanding the tempdb File When CentreVu Explorer II is installed it expands the te
26. to SQL Server 7 0 Upgrading the CentreVu Explorer II software Creating the CentreVu Explorer II database Converting CentreVu Explorer 1 x data Lucent Technologies recommends that you backup your data prior to upgrading your software Backing up your data ensures that your old data is not lost while upgrading your software The advantage of upgrading your current CentreVu Explorer software to Centre Vu Explorer II software is to provide you with the Custom Query Builder application aneasier way to save data the ability to create custom queries CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Software Overview 3 2 Upgrading to SQL Server 7 0 Prior to upgrading the software you must install SQL Server 7 0 The installation wizard asks you if you want to run the SQL Server Upgrade Wizard This step upgrades your current CentreVu Explorer database to SQL Server 7 0 The Upgrade Wizard runs after the Install Wizard is completed Follow all of the steps provided by both Wizards Note Before installing SQL Server 7 0 you will need to verify that you have all gt ofthe prerequisites loaded for instance Internet Microsoft Explorer 4 01 SP 1 You also need to have your Windows NT administrator account password and your SQL Server system administrator password available CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Softwa
27. where the replaced files will be copied C JavalWebServerl 1NBACKUP Browse 9 Select the location of the backup directory 9 Accept the recommended default path or Use the Browse button to select the path of the backup directory 10 Press the Next button CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Software Upgrading the CentreVu Explorer Il Software 3 8 The Step One Completed window displays CentreVu Explorer Il Installation x Step One Completed You are now ready to install files for Centreu Explorer II When this step is finished the system will start the database creation script Press the Next button to continue 11 Press the Next button to continue CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Software Upgrading the CentreVu Explorer Il Software 3 9 The Installation Wizard initiates copying the files to the directory you specified The following status window appears El MEE CentreVu Explorer II Transforming INFORMATION into KNOWLEDGE Installing x Copying file C adminserveradminservice adminUI properties e Lucent Technologies Bell Labs Innovations if start P Adobe Photoshop E CentreVu Explorer Il In 8 55 AM After all of the files are copied the installation continues to create the database CentreVu Explorer Il Version 1 0 Installa
28. window A 3 P password default administrator 4 4 pcAnywhere using 2 19 Perform removal automatically once a day radio button 4 18 Perform Uninstall screen 2 25 performance requirements 1 13 populating the database 2 17 preparing for installation 1 22 problems resolving in Windows 1 20 A 2 processor requirements 1 12 Protocols tab A 4 R Readme notes 2 6 3 4 remote access requirements 1 15 requirements client 1 20 OMS 1 10 disk storage ECS switch hard disk drive minimum system network 1 6 performance 1 13 processor 1 12 remote access 1 15 server 1 12 1 16 1 10 1 14 18 CentreVu Explorer Il Version 1 0 Installation for Windows NT Index requirements continued software 2 2 system 1 15 Restore Data button 4 20 restoring data 4 20 Rows field 4 9 Rows Sec field 4 9 S scheduling ECHI activation 1 29 security checking 4 3 Select Uninstall Method screen 2 24 server network connection establishing A 2 server requirements 1 12 service messages data import 5 19 Session amp License Details option 4 4 Session amp License Details window 4 5 software required 2 2 SQL Server 7 0 installing 2 4 upgrading 3 2 SQL Server database backing up 4 2 Start Time field 4 9 Status field 4 9 Step One Completed window 2 10 3 8 Subnet Mask field A 5 synchronizing synonyms 4 21 system performance monitoring 5 8 system requirements 1 15
29. 1 1 3 Remote Host IP Address Machine Name User Agent Mozilla 4 5 en WinNT I T Use Java Plug in Save Settings Lucent Technologies Bell Labs Innovations Administrator Utilities fat Document Done bs aj 3 Click on Administrator Utilities at the bottom of the right frame you will not see this feature if you are not logged in as admin The Administration Utilities menu displays CentreVu Explorer II Active Sessions View Log File Database Status View License Retum to Main Menu CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Administration Utilities 4 6 4 Inthe Navigation frame select Active Sessions to view how many users have logged into Centre Vu Explorer II The following window displays X CentreVu Explorer II Netscape BEES o EUR agi Active Sessions Active Sessions View Log File admin Machine Name IP Address 5 13 99 9 55 AM 5 13 99 10 06 AM Mozilla 4 5 en WinNT I Database State admin Machine Name IP Address 5 13 99 10 03 AM 5 13 99 10 04 AM Mozila 4 5 en WinNT 1 Rum Masi Me admin Machine Name IP Address 5 13 99 840 AM 5 13 99 840 AM Mozila 4 5 en WinNT 1 Mali Document Done TED P ede Ep S The fields include User who logged in Host Name what machine they used to log in Created the time of the log in Last Access the time of the last a
30. 1 AM 8 01 AM l Processed 5 13 99 5 13 99 FenterPoint EMSAchr0304 917 rore preserved 751 AM 751 AM P I Drnrecced naa ena il iii Document Done zik 2b ue c3 _s This window allows you to view the status of the database and how many call history files are processed CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Administration Utilities 4 9 The fields include CMS this field will identify which CMS this particular file came from File Name this field is the actual file name of the each data file that has been processed Status the status field will keep track of the files that are processed Error Message this field will identify any problems associated with the processing of this file Start Time this is the start time for processing this particular file End Time this is the end time for processing this particular file Rows this field will identify how many rows were processed from this file Rows Sec this field will let you know how many rows per second were processed 7 Inthe navigation frame select View License CentreVu Explorer II Active Sessions View Log File Database Status View License Return to Main Menu D Select View License CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Administration Ultilities 4 10 The following window displays CentreVu Explorer Il Netscape 5 x CentreVu Explorer II Active
31. 6 A 3 2 100 000 139 0 12 463 1 6 2 100 000 139 0 24 925 7 12 2 100 000 139 0 49 850 9 24 2 100 000 139 0 99 701 4 6 2 20 000 28 2 4 985 5 12 2 20 000 28 2 9 970 6 24 2 20 000 28 2 19 940 7 6 2 5 000 7 4 1 246 7 12 2 5 000 7 4 2 493 0 24 2 5 000 7 4 4 985 5 Example Question How much disk space do I need on my server to store three months of call records Answer If your call center averages 100 000 calls per day with an average of two segments per call then the above table shows that you would need at least 12 5 GB of disk space allocated for call records on your server Daily storage requirement 139 MB Data Total 139 MB x 90 days 12 463 MB 12 5 GB CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Installation Dependencies 1 17 Segments AIl Centre Vu Explorer II information is collected on the database server in the form of call data that is divided by call segments A segment is defined by the ECS switch as a logical grouping of call information Each call that enters the ECS switch call vector processing has a minimum of one 1 segment Over the life of the call information is added to a segment based on the corresponding events occurring during the call s life starting from the time it entered vector processing and until vector processing releases all call record information for the call For more complete information regarding the format of ECHI data please refer to the following Externa
32. 9 The number of simultaneous connections to s the database that will be available for use when inserting ECHI data into the database ExpDbThreads N A This parameter is no longer used ExpDbCorruptFile corrupt The name of the directory to use to store echi Directory files that were not successfully processed into the db ExpDbSaveFileDi save The name of the directory in which to save rectory echi files if the save file option is enabled ExpDbSaveFile true false Determines whether echi files should be saved or discarded after they have been successfully processed ExpDbDate current The command used by the database to get the GETDATE current date The syntax for Informix and SQL Server are shown ExpConversionDb See ExpDbURL This entry is identical in format to URL ExpDbURL However it refers to the existing CentreVu Explorer Version 1 0 database in cases where the software is being upgraded and CentreVu Explorer Version 1 0 data is being migrated into the Centre Vu Explorer II database 5 11 CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting General Troubleshooting Tips Parameter Name Acceptable Values Description ExpConverstionD com inet tds TdsDriver The Java package name of the database driver bDriver used to connect to the CentreVu Explorer Version 1 0 database when migrating data into Centre Vu Explorer II ExpConversionDb sa U
33. 99 341 lel 04 29 1999 286 bd 2 Press the Discard Data button CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Database Administration 4 15 The Discard Data frame displays a Discard Data Eg Remove All Record where the start date is Date equal to or older than 12 29 1998 CO Aging v Archive data Browse OK Cancel 3 Records can be removed or archived based on a certain date by selecting the Date radio button CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Database Administration 4 16 4 From the equal to or older than drop down list select a specific date This removes or archives any records that are equal to or older than the date you selected Ea Discard Data x Remove All Record where the start date is Date i Em equal to or olderthan 12 29 1998 O Aging Perform removal automatically once a day vi Archive data Browse ok Cancel Help 5 If you want to archive rather than remove the data be sure that the Archive data box is selected 6 Press the Browse button CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Database Administration 4 17 The File Creation List displays For example S File Creation List LX 6 The following files will be created CMS6D0518042830 dat OK Cancel 7 From the Fil
34. Browse Database Size User Name Password 4 Enter the User Name the default is sa This is the user name that was set up when you installed SQL Server 7 0 create Database iof x Please enter the required information for creating the database Database Location Browse Database Size 30MB v User Name Password OK Exit Setup User Name sa Password 5 Enter the Password This is the password that was set up when you installed SQL Server 7 0 CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Software Upgrading the CentreVu Explorer Il Software 3 12 6 When all of the fields are populated press OK and the exp2 database is created The following message displays the status of the creation of the database SS Explorer Il installation Creating database Connected to the database Creating the Explorerv2 database It will take a while please wait Database created Converting schema files Create File converted Populate File converted Executing schema files CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Software Upgrading the CentreVu Explorer Il Software 3 13 After the database is created the License Information window displays Ezcentrevu Explorer Il License Information Jof x d i Transforming INFORMATION Into
35. Center information into powerful knowledge for call centers business needs Information collected from the CentreVu Call Management System CMS is compiled formatted and presented to the user through a Web browser to illustrate critical call center activity CentreVu Explorer II handles critical call center activity by recording and supplying specific information about a particular call For example CentreVu Call Management System CMS indicates that a call has abandoned and Centre Vu Explorer II provides more specific information about that abandoned call The following type of information can also be gathered on CentreVu Explorer II How many callers abandoned after holding for more than 30 seconds Which agent splits transfer the most calls What kinds of calls are measured by stroke counts or call work codes CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction What is CentreVu Explorer II 1 2 In addition to the CentreVu Explorer 1 0 1 1 and 1 2 functionality CentreVu Explorer II provides More deployment options More flexible queries More results presentation alternatives More flexibility to export data Support for multiple CMSs Purpose The purpose of this guide is to provide the owner of a CentreVu Explorer II Server CES with installation procedures and a better idea of how to maintain the CentreVu Explorer II product By implementing the recommendations provided by this do
36. CentreVu Explorer II 2 18 Launching CentreVu Explorer Il After installing the appropriate browser you can launch the CentreVu Explorer II application 1 Click on the internet browser icon on your desktop After clicking the internet browser icon your predefined home page is activated 2 Ifthe CentreVu Explorer II screen is not defined as your start up screen you must change the IP address to your CentreVu Explorer II server After entering the correct IP address or host name the Login screen appears CentreVu Explorer IT Transforming INFORMATION Into KNOWLEDGE Please Enter Account Information Account Name Password Submit Reset Lucent Technologies Reil she nneurione igi Cl bocument Done El 4 ap ca Ve 3 Enter the default Account Name admin and the default Password cexplorer1 For more information see the Centre Vu CMS Login and Password section in Chapter 1 Introduction of the CentreVu Explorer II User Guide 585 218 200 You are now ready to use Centre Vu Explorer II CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software pcAnywhere Security Considerations 2 19 pcAnywhere Security Considerations See the pcAnywhere documentation that is shipped with your software for complete installation instructions Before installing and using pcAnywhere to use with Centre Vu Explorer II software you should be aware of the security co
37. KNOWLEDGE Input Update License Information In order for CentreVu Explorer Il to operate you must input the name and license Company Location Name License Key CMS Host Name 7 Enter the Company Location Name This is your company name and location 8 Enter the License Key information This is the license key you receive from CenterPoint Solutions see the Obtaining a License section in Chapter 1 I ntroduction 9 Enter the CMS Host Name This is the host name of your Call Management System 10 Press Next to continue CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Software Upgrading the CentreVu Explorer Il Software 3 14 One of two windows display If you did not supply all the requested information a message window prompts you to enter the license information S Centrevu Explorer Il x Do you really want to continue without providing License Information You can provide this information later when you first invoke Explorer ve e Press Yes to return to the Input Update License Information screen and Com plete the licensing process see steps 7 10 on the previous page If you complete all the licensing information the following window displays XY CentreVu Explorer Il Netscape 8 x Cent itrevu ATION Into KNOWLEDGE XT Input Update License Information License creation successful Company Loc
38. Lucent Technologies Bell Labs Innovations CentreVu Explorer Il Version 1 0 Installation for Windows NT 9 585 218 201 Comcode 108456609 Issue 1 0 June 1999 Copyright 1999 Lucent Technologies All Rights Reserved Printed in U S A Notice Every effort was made to ensure that the information in this document was complete and accurate at the time of printing However information is subject to change Your Responsibility for Your System s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party for example persons other than your company s employees agents subcontractors or persons working on your company s behalf Note that there may be a risk of toll fraud associated with your telecommunications system and if toll fraud occurs it can result in substantial additional charges for your telecommunications services You and your system manager are responsible for the security of your system such as programming and configuring your equipment to prevent unauthorized use The system manager is also responsible for reading all installation instruction and system administration documents provided with this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk Lucent Technologies does not warrant that this product is immune from nor will prevent unauthorized use of common carrier telec
39. NFO Sets the level of debug output Acceptable DEBUGDB values are shown in order of increasing DEBUGALL output TRACE ExpDbURL jdbc informix This parameter identifies the database so that sqli lt IP the database db driver is able to recognize Address gt lt Port gt lt D and connect to it The required syntax for B Informix and SQL Server are shown Path gt informixserver lt DB Server gt jdbc inetdae lt IP Address gt lt Port gt ExpDbDriver com informix jdbc Ifx The java package name of the database driver Driver to be used The IfxDriver is used for Informix com inet tds TdsDriv Microsoft SQL Server uses the TdsDriver er CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting General Troubleshooting Tips Parameter Name Acceptable Values Description ExpDbUser sa The user name that Centre Vu Explorer II uses to sign on when connecting to the database CentreVu Explorer II does not function correctly if this user does not have sufficient access rights to the database tables and other objects used by CentreVu Explorer II ExpDbPassword Encrypted The password associated with the login of the Password specified database user This entry is encrypted and cannot be manually edited Use the CentreVu Explorer II Change Password utility to update this entry ExpDbDatabase exp2 The name of the CentreVu Explorer II database ExpDbConnection 5
40. Sessions rer II CentreVu INFORMATION Into KNOWLEDGE View Log File Database Status View License Return to Main Menu Input Update License Information Company Location Name CenterPoint Solutions Inc Licensed for 2 CMSs CMS TSO CMS8300 is licensed for 8 ACDs CMS CenterPoint is licensed for 8 ACDs License Key CMS Hostname Save Return to CentreVu Explorer II Caa Document Done 8 From the View License frame you can add a license for each additional CMS For each Centre Vu CMS enter the License Key and CMS Hostname Note You need a separate license for each CMS added to the CentreVu Explorer gt I application See the Obtaining a CentreVu Explorer II License section in Chapter 1 Introduction for details 9 After adding each CMS press the Save button 10 To return to the Centre Vu Explorer II main window select Return to Main Menu from the Navigation frame or the Return to CentreVu Explorer II hot link CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Database Administration 4 11 Database Administration An administrator has the ability to discard archive or restore data This capability can be set up as an automated process through the Data Discard Wizard For instance an administrator can discard or archive all of the calls older than a certain date or more than a certain number of days old This process creates a file for each CMS that matches
41. ake it less technical C Add more examples C Add more better quick reference aids CJ Add more detail C improve the index Please provide details for the suggested improvement 3 What did you like most about this document 4 Feel free to write any comments below or on an attached sheet If we may contact you concerning your comments please complete the following Name Telephone Number Company Organization Date Address When you have completed this form please fold tape and return to address on back or you can fax the form to 303 538 2195
42. allows you to display more information simultaneously and reduces the need for scrolling to view the data Disk Array Controller DAR In the event the server employs multiple hard drives a smart array controller may be installed to allow disk mirroring and other storage enhancements such as Redundant Array of Independent Disks RAID fault tolerant CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Installation Dependencies 1 19 Network Connectivity The Appendix in this guide provides additional network connectivity assistance in connecting CentreVu Explorer II to your local area network LAN or wide area network WAN In particular these instructions pertain to the administration of the Microsoft Windows NT Server 4 0 Note Refer to the Microsoft software support manuals and your network gt administrator for further assistance This section provides some suggestions for connecting to the network however the LAN the WAN and troubleshooting the LAN or WAN are the customer s responsibility Centre Vu Explorer II requires a transmission control protocol internet protocol TCP IP connection to the CentreVu CMS through a LAN or WAN The TCP IP LAN or WAN connection is necessary so that the CentreVu CMS can transfer external call history data to the Centre Vu Explorer II server This same LAN or WAN connectivity allows client workstations to access CentreVu Explorer II through a web browser when u
43. ard Queries b User Defined Queries V Help Logout Fxit Licensed To CenterPoint Solutions Inc Release 2 0 Lucent Technologies O Bell Labs Innovations 2 Session amp License Details LL Toocnen nene Ix apa Note If you are in a different frame within Centre Vu Explorer II you can also gt select Help and then select About to access the Main CentreVu Explorer II window 2 Click on the Session amp License Details at the bottom of the right frame CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Administration Ultilities 4 5 The Session amp License Details window displays Xx Centrevu Explorer Il Netscape BEES CentreVu Explorer II P Administration Explorer Classic Licensed To CenterPoint Solutions Inc 2 Agent in Focus Queries Licensed for 2 CMSs Agent in Focus Queries CMS TSO CMS8300 is licensed for 8 ACDs CMS CenterPoint is licensed for 8 ACDs Custom Query Builder V standard Queries Major Version 2 0 V User Defined Queries Build Number 360 Description Centre Vu Explorer Il Copyright Copyright 1998 1999 CenterPoint Solutions Inc 1331 17th Street P Help Denver Colorado 80202 Logout Comments era Legal Trademarks CentreVu is a registered trademark of Lucent Technologies Inc d Java Version 1 1 74 Build Date Tuesday May 11 1999 5 46 31 o clock PM MDT Build Machine Machine Name Server Machine Name Server Type webpageservice
44. are Lucent None pcAnywhere Web Browser 3rd Party Vendor None Hardware 3rd Party Vendor None Three conditions under which technical support is determined 1 maintenance contract agreement 2 warranty and 3 time and materials The following sections describe in more detail the Technical Service Organization TSO support that Lucent provides to the customer 5 3 CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting Getting Technical Support 5 4 Lucent TSO Responsibilities CentreVu CMS Server Verify ECH is authorized and installed External Call History data integrity Verify the FTP File Transfer Protocol is working properly CentreVu Explorer II Software Application Verify that the customer can execute queries with the Centre Vu Explorer II application If there are problems then determine where the problem exists NT4 0 SQL database or other application dependencies using various NT SQL troubleshooting tools This needs to be relayed back to the customer so they can repair NT SQL Assist in the setup of pcAnywhere and the use of Data Discard Utility Customer Responsibilities Maintaining critical Logins Lucent Admin SQL Login Monitoring system performance for example Event Viewer logs for current errors verify critical services are running disk space and so on Installing the pcAnywhere modem for remote access for Lucent support Providing SQL Database Maint
45. ation Name Test Licensed for 1 CMSs CMS Test is licensed for 8 ACDs Proceed to Centre Vu Explorer II laf FO Document Done 53 gb d ES vy When you have registered for the Centre Vu Explorer II and the installation is complete proceed to the next section Converting Centre Vu Explorer 1 Data CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Software Upgrading the CentreVu Explorer Il Software 3 15 Converting CentreVu Explorer 1 x Data The Centre Vu Explorer II installation runs through a process to determine if there is a previous version of Centre Vu Explorer for example Centre Vu Explorer 1 1 or 1 2 installed To convert to the newest version of CentreVu Explorer II do the following 1 Ifa previous version of CentreVu Explorer is detected you are prompted to enter license information see previous section 2 Onthe Input Update License Information frame select the Proceed to CentreVu Explorer II hot link the Convert Explorer 1 window displays S Centrevu Explorer Il Convert Explorer Pu x Will we upgrade data from an existing Explorer installation vi Please enter the required information about Explorer database Host Name bobcat Database Name CExplorer User Name a O Password rp 0o 1 amp JI Import all calls on or after 03 28 1999 The Convert Explorer 1 window allows yo
46. ational message The service was stopped INFORMATION No corrective action required This is merely an informational message The CentreVu Explorer II Service was installed INFORMATION No corrective action required This is merely an informational message The CentreVu Explorer II Service was removed INFORMATION No corrective action required This is merely an informational message The initialization process failed WARNING Record the message and contact the National Customer Care Center Could not read the file chrnnnn xxx WARNING The listed file could not be processed by the Data Import Service Record the message and contact the National Customer Care Center chrnnnn xxx file is either corrupt or invalid INFORMATION An External Call History data file from the CMS was not in the expected format Record the message and contact the National Customer Care Center 5 19 CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting Troubleshooting Tips for Windows NT Open Database Connection ODBC Error Messages This table lists the OBDC error messages Error Message Corrective Action Microsoft ODBC SQL Server Driver SOL Server Login failed WARNING An attempt to login to SQL has failed Record the message and contact the National Customer Care Center Microsoft ODBC Driver Manager Connection not ope
47. ations services including access to public and private networks for a group of terminals within a customer s premises System A general term for a computer and its software and data Technical Service Provisioning maintenance and helpline Center support for Lucent Technologies call center customers CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary GL 27 Terminal A combination of monitor video display and keyboard used to communicate with a computer to enter and display information See Agent Terminal Tertiary Split Skill Generic 3 and ECS with vectoring Generic 2 2 with EAS only When a call is queued to multiple splits skills the third split skill the call queued to in a VDN is called the tertiary split skill Trunk A telephone line that carries calls between two switches between a Central Office CO and a switch or between a CO and a phone Trunk Group A group of trunks that are assigned the same dialing digits either a phone number or a Direct Inward Dialed DID prefix TSC See Technical Service Center UCD See Uniform Call Distribution Uniform Call A process that selects an agent when more Distribution UCD than one agent is available With UCD the most idle agent for the skill split receives the call See Direct Department Calling and Expert Agent Distribution Universal Call ID The Universal Call ID is a unique number assigned to a call within the customer network C
48. bution ACD Automatic Number Identification ANI AUX AUX Reason Codes An ACD work mode that makes the agent available to receive calls and allows the agent to receive a new ACD call immediately after disconnecting from the previous call A switch feature using software that channels high volume incoming and outgoing call traffic to agent groups splits or skills Also an agent state where the extension is engaged on an ACD call See Redirect On No Answer and Auto Available Split A general industry term referring to knowledge of the calling party number CPN When the calling party is behind a switch the number provided can be either a billing number for the switch or the station identification SID number See Auxiliary Work AUX reason codes enable a call center to track an agent s time more precisely when the agent is in the AUX state The agent can specify exactly why the AUX state is used such as lunch or meetings GL 5 CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary Auxiliary Work AUX AVAIL Available AVAIL Average Speed of Answer ASA GL 6 An agent work mode For example the agent is engaged in non ACD work is on break in a meeting or at lunch An agent can reach this state by pressing the AUX WORK button or dialing the proper access code from the voice terminal The agent can also reach the state by going off hook to make or answer an extension call
49. ccess into the application e User Agent the browser used to access the application CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Administration Utilities 5 Inthe Navigation frame select View Log File from the Administration Admin Utilities Tree to view the log information CentreVu Explorer II Active Sessions View Log File Database Status View License Return to Main Menu The following View Log File window shows how the data is tracked such as connecting to CentreVu Explorer II processing files ftp commands and so on Active Sessions View Log File Database Status View License Retum to Main Menu 5 13 99 5 13 99 5 13 99 5 13 99 5 13 99 5 13 99 5 13 99 5 13 99 5 13 99 5 13 99 13 99 5 13 99 3 05 PM CVExplorer 5 13 99 3 05 FP 5 13 99 3 05 PM CVExplorer Stack Trace java sql SQLException java net ConnectException Connection refus at at at at at at at at at at java lang Thread run Thread java 474 05 PM Sleeping for 30 seconds and trying aga 05 P retrieveAllValidCMSs 05 P Attempting to set up RMI 05 P Made it through init 10 P retrieveAllValidCMSs 10 P Starting FTP service 10 P BaseDir D JavaWebServer1 1 Explorerv2 D 10 P main Input parm null 10 P Process files in directory D JavallebSer 10 P Process files in directory D JavallebSer is P Select View Log File MEEI
50. cument you ensure that the server downtime is minimized This document applies to CentreVu Explorer II If you have an earlier version of the product contact Lucent Technical Support to arrange for an upgrade CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction What is CentreVu Explorer II 1 3 Background When CentreVu Explorer 1 0 was released in 1997 it quickly revolutionized the way call center managers thought about call center data Call switch data not previously considered information because it could not be easily accessed could now be queried upon and used to more efficiently and cost effectively run call centers Customer feedback showed that customers liked CentreVu Explorer s friendly query tools its ease of administration and the familiar Web interface One of CentreVu Explorer s most requested features is that no client desktop software is needed Nothing needs to be loaded onthe users PCs to allow them access to CentreVu Explorer Version 1 0 or later software This eliminates the need to install or upgrade client software and minimizes the use of desktop resources Windows and a TCP IP connection to a Language Area Network LAN were the only client requirements Previous releases of CentreVu Explorer software include CentreVu Explorer 1 0 CentreVu Explorer 1 1 CentreVu Explorer 1 1 1 CentreVu Explorer 1 1 2 CentreVu Explorer 1 2 CentreVu Explorer 1 2 2 All previous rel
51. data easier Netscape Navigator is a trademark of Netscape Communications Corporation TWindows is a registered trademark of Microsoft Corp CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Installation Information Chart 1 21 Installation Information Chart This information applies to installations Please complete the following table and keep for your records when installing or upgrading Table 2 Checklist What you need Definition Write It Down Here LAN Card The physical connection Circle One between the CentreVu CMS and the Explorer II server must be provided Token Ring over a LAN Two types of connections are available Ethernet or Ethernet Token Ring Server computer CentreVu Explorer II name server computer name Server domain name CentreVu Explorer II server domain name Server IP address Server subnet mask Server default gateway The LAN card server computer name and server domain name information can be obtained by selecting Start Settings Control Panel gt Network from the Windows NT CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction CentreVu Explorer Il Installation Preparation 1 22 CentreVu Explorer Il Installation Preparation Your network connectivity must be verified with the CentreVu CMS using telnet or FTP The following checklists are designed to assist Lucent Technologies technical support per
52. dows display Ifyou did not supply all the requested information a message window prompts you to enter the license information S Centrevu Explorer Il X Do you really want to continue without providing License Information You can provide this information later when you first invoke Explorer ve e Press Yes to return to the Input Update License Information screen and Complete the licensing process see steps 7 10 on the previous page Ifyou supplied all of the requested licensing information the following window displays XY Centre u Explorer Il Netscape amp x CentreVu Explorer II Transforming INFORMATION Into KNOWLEDGE Input Update License Information License creation successful Company Location Name Test Licensed for 1 CMSs CMS Test is licensed for 8 ACDs Proceed to Centre Vu Explorer II fa B Document Done You have registered for the CentreVu Explorer II and the installation is complete CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Populating the Data 2 17 Populating the Data CentreVu Explorer II accepts data from multiple CMSs a maximum of eight CMSs The CMSs must be uniquely identified in the database and by the license key Contact your Lucent Technologies representative for details CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Launching
53. e Creation List window use the drop down list to select the file you want to archive The archive process creates one file for each CentreVu CMS data piece with that particular date The name of the file identifies which CentreVu CMS the file was generated from the date the hour and the minute 8 Press the OK button The following displays Enter the file to archive i21 x Save in a ArchData fal e EE Filename CMS6D0512054516 dat Save as type fai Files Cancel 9 Inthe File name text box enter the name of the file you want to archive 10 From the Save in drop down list enter the directory where you want to save the file 11 Press the Save button CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Database Administration 4 18 The following displays File Creation List e The following files will be created CMS6D0518042830 dat OK Cancel 12 Press the OK button The File Creation List displays Remove All Record where the start date is Date equalto oralderthan 12 29 1998 v Aging more thar 60 days old _ Perform removal automatically once a day vi Archive data Browse OK Cancel Help 13 After making your selections press OK 14 Select the Aging radio button and enter a number in the more than days old box to remove or archive data that has aged more than a certain numbe
54. e for details 4 The CentreVu Explorer II application supports standard browsers The supported browsers use any version of Netscape 4 06 or higher or Internet Microsoft Explorer 4 0 or higher CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Installation Checklist 1 9 5 The application uses the Java plug in for the non standard browsers The Java plug in allows older browsers to use the Custom Query Builder feature For more details see Chapter 5 Custom Query Builder in the Centre Vu Explorer II Version 1 0 User Guide 585 218 200 Installation Detailed installation procedures are described in Chapter 2 Installing and Uninstalling the Software CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Installation Dependencies 1 10 Installation Dependencies ECS Switch Requirements The ECS switch requires a communication link to the CentreVu CMS Appropriate automatic call distribution ACD translations must be configured to generate external call history ECH results on the CentreVu CMS These results include measured agents vectors vector directory numbers VDNs and other applicable call center translations No exceptional connection logistics exist for the Centre Vu Explorer II product Standard ECS switch communication to CentreVu CMS is used CentreVu CMS Requirements The External Call History Interface ECHI feature must be authorized in the CentreV
55. eVu Explorer Il Version 1 0 Installation for Windows NT Glossary QUEUED R3V4 R3V5 R3V6 R3V8 RAID Recorded Announcements Redirect On No Answer RONA Release 3 Version 4 R3V4 Release 3 Version 5 R3V5 Release 3 Version 6 R3V6 Release 3 Version 8 R3V8 GL 22 A trunk state in which an ACD call has seized the trunk and is queued to a split skill waiting for an agent to answer See Release 3 Version 4 See Release 3 Version 5 See Release 3 Version 6 See Release 3 Version 8 Redundant Array of Inexpensive Disks Prerecorded greetings and information played to callers as they wait for service An ACD capability that removes an unanswered call from the voice terminal at which it is ringing busies out the port or makes the agent unavailable and re queues the call at top priority or sends it to a VDN R3V4 can refer to a software version of CentreVu CMS or CentreVu Supervisor R3V5 can refer to a software version of CentreVu CMS or CentreVu Supervisor R3V6 can refer to a software version of CentreVu CMS or CentreVu Supervisor R3V6 can refer to a software version of CentreVu CMS or CentreVu Supervisor Glossary RING Rolling ASA RONA Secondary Skill Segment SEIZED CentreVu Explorer Il Version 1 0 Installation for Windows NT GL 23 An agent state in which a call rings at an agent s voice terminal after leaving the queue and before the agent answers the call This age
56. eases of CentreVu Explorer software can be upgraded to Centre Vu Explorer II See details about upgrading the software in Chapter 3 Upgrading to CentreVu Explorer II Software in this guide CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction What is CentreVu Explorer II 1 4 New Features CentreVu Explorer II retains all of the features in the previous versions of CentreVu Explorer 1 0 1 1 and 1 2 which includes access to CentreVu Call Management System s External Call History ECH elements in a logical easy to analyze format The CentreVu Explorer II software is easy to install maintain and does not require any client software The CentreVu Explorer II new features include Enhanced query capabilities Conditional queries and or lt gt not grouping Ability to easily save queries Time of day and day of week queries Support for a variety of databases for example SQL Server and IVFORMIX Compatibility with the Windows NT and Sun Solaris platforms Data exportability to other applications Support for multiple CMSs Retention of the Explorer Classic look and feel Expanded number of row limitations on query results for example more than 500 rows can now be used Migration of some Centre Vu CMS Data Dictionary synonyms to the CentreVu Explorer II server Ability to move between multiple web frames this eliminates the need to back out of web frames Multiple window capabilit
57. elow Adapter Obtain an IP address from a DHCP server Specify an IP address IP Address 206 147 165 60 Subnet Mask 255 b 255 0 Default Gateway 206 147 165 1 Advanced TUN Enter the appropriate IP address for the CentreVu Explorer II server Also enter the Subnet Mask and Default Gateway information 1 IP Address Enter the IP address obtained from your network administrator An IP address is 4 numbers from 0 to 255 separated by periods 2 Subnet Mask Enter the Subnet Mask number obtained from your network administrator This number combined with the IP address identifies the network your computer is on 3 Default Gateway Enter the number for the gateway you want to add The value in each field must be a number between 0 and 255 A gateway isa connection or interchange point that connects two networks that would otherwise be incompatible For example a LAN may need a gateway to connect it to a WAN or to the Internet CentreVu Explorer Il Version 1 0 Installation for Windows NT Appendix Windows NT Server Connection Assistance A 6 The DNS Server information is configured through the DNS tab After selecting the DNS tab the following screen appears Select DNS Microsoft TCP IP Properties IP Address DNS WINS Address DHCP Relay Routing Domain Name System DNS Host Name Domain M DNS Service Search Order 206 147 165 12 Up Add Edit Rem
58. en transferred to Lucent Technologies Incorporated Any references within this text to American Telephone and Telegraph Corporation or AT amp T should be interpreted as references to Lucent Technologies Incorporated The exception is cross references to books published prior to December 31 1996 which retain their original AT amp T titles Heritage Statement Lucent Technologies formed as a result of AT amp T s planned restructuring designs builds and delivers a wide range of public and private networks communication systems and software consumer and business telephone systems and microelectronics components The world renowned Bell Laboratories is the research and development arm for the company CentreVu Explorer Il Version 1 0 Installation for Windows NT Table of Contents e CentreVu introduction icici arae sack ii i 1 1 Explorer II What is Centee Vul Explorer ID 02 2 os pp RERBA RETE RE EE RE 1 1 ug ro M HUE 1 2 oo jio MR rr 1 3 New POalules iii eere Qeon Dem ERRE Roe 1 4 SMIRNE riadattata aper per elet dar 1 5 igcuRE s 1 PM 1 5 Newark Gi iod ee geo quoe uper edis dd t dique deban de 1 6 Installation CheckDst siriana 1 8 Pre dtistal BOUE uiae cei pee I Re eR AER ERR RRR o REE 1 8 instalianioni TTE 1 9 lnstallation Dependencies gt ipo eese kEePTREXarRESSERE NR RRESE 1 10 BUSS witch Regue meS s cc u ree soie beate ev bd eredi daw qos 1 10 Centre yu CMS Requtemerbi siii ISEE 1 10 External Call Histo
59. enance Backing up the SQL database archiving historical data Providing Data Discard Utility see Chapter 4 Maintenance for more details Maintaining the Transaction Log for internal SQL database functions add delete records Expanding the tempdb for database queries through the browser CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting Getting Technical Support 5 5 Process to Get Support To open a trouble ticket for CentreVu Explorer II contact Lucent Technical support at 800 242 2121 and select option two from the voice menu To ensure the highest quality technical support it is strongly recommend that pcAnywhere should be installed on the CentreVu Explorer II server The pcAnywhere is supplied with purchase with CentreVu Explorer II Using pcAnywhere a technician can provide basic SQL Server support view error logs and verify proper configuration of the server If remote access is not available it may not be possible to diagnose and resolve your problem If your organization does not have access to a group capable of supporting Microsoft products you may want to consider contracting support from a Microsoft Certified Solutions Provider MCSP You can search for an MCSP in your area at http www microsoft com isapi referral obtain services Basic asp Refer to http www microsoft com support supportnet overview overview asp for a comprehensive overview of all your Microsoft suppo
60. entre Vu Explorer II software and other software components The following list provides a high level view of the installation process Checking the installation for the necessary Operating System Software Windows NT Checking for the installation of the correct Service Pack for Windows NT Checking the installation of the SQL Server Checking the setup and installation of the pcAnywhere software the remote access software for Windows NT Checking that after completing the installation an entry is placed in the log with the installation date e Verifying that the uninstall procedures are available CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Installation Prerequisites 2 2 Installation Prerequisites The following list represents the complete set of software that is required to build a functioning CentreVu Explorer II server from a server grade PC It is assumed that the PC has sufficient hardware components for example disk memory and CPU See the section entitled Centre Vu Explorer II Server Requirements and Recommendations in Chapter 1 Introduction for a complete list of system requirements CentreVu CMS Software includes External Call History ECH turned on at the CMS Microsoft Windows NT Server Service Pack 4 Internet Microsoft Explorer 4 0 or Netscape Navigator 4 0 Microsoft SQL Server 7 0 Sun Java Web Server au
61. entreVu Explorer Il Version 1 0 Installation for Windows NT Glossary GL 28 UNIX System A multi user computer operating system that Solaris System supports CentreVu CMS A user can access the UNIX system from the SLK UNKNOWN An agent state in which CentreVu CMS does not recognize the current state A trunk state in which CentreVu CMS does not recognize the state of the trunk Update A process used to modify a customer s existing software release in order to give the customer additional functionality or to fix a problem The update process involves downloading CentreVu Explorer Il through the modem on the CentreVu Explorer Il Server or through the internet and installing the new files Upgrade A process used to move an existing CentreVu Explorer Il customer from one release load to another giving the customer the additional functionality provided in the new release When an upgrade involves a major release then data migration may be a necessary part of the upgrade procedure User ID The login ID for a CentreVu CMS user User Window A window you can move size or scroll It may contain input fields reports or help information VDN See Vector Directory Number UNIX is a registered trademark in the United States and other countries licensed exclusively through X Open Company Limited CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary VDN Counted Calls VDN of Origin Announcement VOA
62. erver 7 0 Prior to installing SQL Server 7 0 load all of the prerequisites for example Internet Explorer 4 01 SP1 The installation wizard asks you if you want to run the SQL Server Upgrade Wizard This installation creates a new CentreVu Explorer II database used with the SQL Server 7 0 Follow all of the steps provided by the Wizard Administration Passwords Prior to beginning the installation have your Windows NT administrator account password and your SQL Server system administrator password available CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer Il Software Installing CentreVu Explorer Il Software To install the CentreVu Explorer II software from the CD ROM do the following 1 Log into the Windows NT server as Administrator 2 Insert the Centre Vu Explorer II Installation for Windows NT Software CD ROM into the appropriate drive The CentreVu Explorer II setup program automatically displays sa lejxi e di Centrevu Explorer 11 Transforming INFORMATION into KNOWLEDGE ICentreVu Explorer Il Installation Welcome This installation program will install the CentreYu Explorer II Press the Next button to start the installation You can press the Cancel button now if you do not want to install the CentreVu Explorer Il at this time Lucent Technologies Bell Labs Innovations Astart
63. for Windows NT Introduction CentreVu Explorer Il Installation Preparation 1 28 CentreVu CMS Modem Address Use the following table to record CentreVu CMS modem addresses CentreVu CMS Modem Addresses Which CentreVu CMS Enter your information here CMSI m CMS2 m CMS3 d CMS4 d CMS5 d CMS6 d CMS7 d CMS8 n Setting Up Windows NT Use the instructions provided by Microsoft Corporation to set up your Windows NT operating system and server CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction CentreVu Explorer Il Installation Preparation 1 29 Provisioning and Activation of ECHI Call your Lucent representative to schedule activation of ECHI Note ECHI should be activated within 24 hours prior to the installation of the gt CentreVu Explorer II server software Activation of ECHI requires a shutdown and restart of the CentreVu CMS Care should be taken to schedule this appropriately Lucent Technologies Professional Services require the following information Has External Call History Interface been installed on CMS Yes No CentreVu CMS1 a d CentreVu CMS2 d d CentreVu CMS3 d d CentreVu CMS4 a d Centre Vu CMS5 d d CentreVu CMS6 d d CentreVu CMS7 d d CentreVu CMS8 d d CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Obtaining
64. for Windows NT Troubleshooting General Troubleshooting Tips 5 8 Monitoring System Performance It is important to keep track of the server s CPU usage RAM memory usage and hard drive space Insufficient processing power or RAM memory will cause the server to perform poorly under a heavy user load To make sure that the server does not run out of hard drive space the Data Discard Utility is set up in advance for incoming call data If your system quits accepting data see the Data Discard Administration section in Chapter 4 Maintenance of this guide for details Regularly monitor the hard drive that contains the CentreVu Explorer II software If you are uncertain about how to check the CPU RAM and hard drive usage consult your Information Systems department or contact a Microsoft Certified Solutions Partner To check the hard drive space on the server do the following 1 Select My Computer from the Desktop The following displays 3 Floppy C D drive D E a uy amp Control Panel Printers Dial Up Networking gt l 8 object s Z CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting General Troubleshooting Tips 5 9 2 Right click on the C drive and select Properties Open Explore Find Scan for Viruses Sharing ESA dd to Zip Format Select Properties Paste Create Shortcut Properties The following displays C
65. h is preventing communication 2 The client PC has an outdated browser or is not using the Java plug in 3 The rmiregistry service is not client and server machines on the same side of the firewall 2 Download and install the latest version of Internet Microsoft Explorer or Netscape Communicator If a different browser is being used install the Java plug in 3 Stop the Java WebServer service Start the running rmiregistry service Then restart the Java Web Server service Microsoft Internet User attempts to Both IIS amp JWS Go to the Control Panel Information Server screen appears connect to the server through a browser are loaded on the server IIS has control of port 80 which handles web traffic and is preventing JWS from processing incoming HTTP requests Open the Services applet Highlight the World Wide Web Publishing service Click Stop Then go into startup configuration and select disabled Next highlight Java Web Server and click Start Verify that the service s startup configuration is set to automatic 5 18 CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting Troubleshooting Tips for Windows NT Data Import Service Messages This table lists the data import service messages Error Messages Corrective Action The service was started INFORMATION No corrective action required This is merely an inform
66. here Security Considerations 2 20 8 Blank the host screen after a connection to prevent users at the host site from viewing the activities on the host Recommended 9 Use the Windows NT User Manager to control caller access to the host PC Recommended 10 Allow the host user to acknowledge the remote caller and permit connection to the host PC Recommended 11 Use the return call option with Lucent phone number In other words do not set up pcAnywhere without the callback option Recommended CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer Il Software 2 21 Uninstalling the CentreVu Explorer Il Software You can uninstall CentreVu Explorer II software when it is no longer needed This section describes the complete uninstall procedures for Uninstalling CentreVu Explorer II software Removing the Database The following sections describe these tasks in more details If you have any problems during the installation contact Lucent NetCare Professional Services for assistance CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer Il Software 2 22 Uninstalling CentreVu Explorer Il Software The CentreVu Explorer II application is removed the same way as any other Windows application From the Start Menu select Settings and Control Panel
67. ies allow queries to be viewed simultaneously Some maintenance capabilities are automated for example data discard For more information about the features offered with Centre Vu Explorer II see the Centre Vu Explorer II Version 1 0 User Guide 585 218 200 CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction What is CentreVu Explorer II 1 5 Audience This guide is written for customers of the CentreVu Explorer II solution and includes anyone who is installing the CentreVu Explorer II software for example Lucent NetCare Professional Services Technical Service Center Maintenance and Provisioning Call Management System Helpline Sales Design Support Center SDSC and anyone else who might use or support a CentreVu Explorer II installation and setup In general the Lucent NetCare Professional Services is responsible for installing and training on the CentreVu Explorer II software This Centre Vu Explorer II Installation for Windows NT guide is for anyone who needs to know Software installation Maintenance for CentreVu Explorer II Suggestions for installers concerning the troubleshooting of the CentreVu Explorer II solution System Overview Centre Vu Explorer II collects data from a Lucent Technologies call center environment Data is delivered to an external Windows NT server through a local area network LAN connection to the CentreVu Call Management System CMS Note The Ce
68. ion for Windows NT Glossary Dequeued and Abandoned DABN Dialed Number Identification Service DNIS DID Direct Agent ACD DACD Direct Agent ACW DACW Direct Agent Calling Direct Department Calling DDC Direct Inward Dialing DID DNIS GL 11 A trunk state in which the trunk quickly goes to idle after the caller abandons the call A network capability that identifies for each call the number dialed or the area from which the call originated for example a specific 800 number set up for a promotion See Direct Inward Dialing An agent state in which the agent is on a direct agent ACD call An agent state in which the agent is in the after call work state for a direct agent ACD call An EAS capability that makes it possible for a caller to reach the same agent every time and still include the call as an ACD call in the management tracking of the call center This is ideal for claims processing where a client needs to speak with the agent handling the claim This flexibility ensures a high level of customer service without reducing management control A process of selecting an agent when more than an agent is available With DDC the call will go to the agent closest to the top of an ordered list This is a non EAS option only An incoming trunk used for dialing directly from the public network into a communications system without help from the attendant See Dialed Number Identificatio
69. ion for Windows NT Maintenance Database Administration 4 21 Migrating CMS Data Dictionary Synonyms Synchronizing the CMS Data Dictionary Agent names Vectors and Vector Directory Numbers VDNs is now managed by CentreVu Explorer II Since administration is done automatically Administrators no longer have to manually update the CentreVu Explorer administrative tables with changes to these synonyms or run complicated SQL routines to keep the synonyms aligned See the Data Dictionary chapter in the CentreVu Call Management Center Release 3 Version 6 Administration 585 210 910 document for more details about the CMS Data Dictionary and synonyms CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting Overview 5 1 CentreVu Explorer II Troubleshooting Overview This chapter provides troubleshooting tips error and service messages and how to resolve the problem through suggestions Purpose If you are having trouble with any of the procedures mentioned in this document please read through this section before calling the National Customer Care Center The problem may be something you can quickly solve yourself Who to Contact If you have not solved the problem after reading through this section contact the National Customer Care Center at 1 800 242 2121 Lucent Technologies also offers fee based installation consultation Customers outside the United States should contact their Lucent
70. ion of the database and return to the Create Database window CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer Il Software 2 13 3 Enter the Database Size from the drop down list with selections beginning at 500MB Select the size that best suits your business needs For more information about the database size see the Disk Storage Requirements section in Chapter 1 Introduction of this guide SEO Database D x Please enter the required information for creating the database Database Location CAJAVAWE 1 A EXPLOR 1 Browse Database Size 500 MB v User Name E Password Exit Setup 4 Enter the User Name the default is sa This is the user name that was set up when you installed SQL Server 7 0 create Database OF x Please enter the required information for creating the database Database Location Browse Database Size 500 MB v User Name Password ok Exit Setup User Name sa Password 5 Enter the Password This is the password that was set up when you installed SQL Server 7 0 CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer Il Software 2 14 6 When all of the fields are populated press OK and the exp2 database is created
71. irectory Please select the directory where the Centreu Explorer II files are to be installed C JavalWebServerl 1 Browse Cancel 5 Select the location of the backup directory e Accept the recommended default path The installation default directory is CNJavaWebServerl 1 or Use the Browse button to to install the software on a different disk drive such as the D drive 6 Press Next to continue CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Software Upgrading the CentreVu Explorer Il Software 3 6 The Backup Replaced Files window displays CentreVu Explorer Il Installation Backup Replaced Files This installation program can create backup copies of all files replaced during the installation Do you want to create backups of the replaced files Yes C No lt Back 7 You can choose to create or not to create a backup replacement file e If you want to create backup files select the Yes radio button If you do not want to create a replacement file select the No radio button 8 Press the Next button to continue CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Software Upgrading the CentreVu Explorer Il Software 3 7 The Select Backup Directory window displays CentreVu Explorer Il Installation x Select Backup Directory Please select the directory
72. k Database Daily Usage Date Rows Days Collected 18 ERES 2 Average Use Day 2 693 33 KB 05 11 1999 288 05 10 1999 348 Days Remaining 96 05 09 1999 6 05 08 1999 1 05 07 1999 214 05 06 1999 282 05 05 1999 320 05 04 1999 282 05 03 1999 348 05 02 1999 8 04 30 1999 341 04 29 1999 286 The Database Discard Utility window also known as Data Discard Dialog window in previous releases displays information that assists in maintaining the CentreVu Explorer II database An administrator determines at a glance how big the data and log sizes are and how much room is still available in the database There is a also a running list of files that are processed and how many rows there are per file CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Database Administration 4 13 Determining Average Daily Call Record Volumes The CentreVu Data Discard Utility analyzes the CentreVu Explorer II database to determine daily average call volumes It then calculates the number of days the current database can hold data before becoming full If the database becomes too large you can either expand the database through the SQL Server Enterprise Manager or follow the steps provided in the next section Discarding or Archiving Data Increasing the size of the database is limited only by the amount of disk space available on the CentreVu Explorer II server CentreVu Explorer Il Version 1 0 Installation for
73. l Call History Interface documents CentreVu Call Management System Release 3 Version 4 External Call History Interface 585 215 804 CentreVu Call Management System Release 3 Version 5 External Call History Interface 585 215 824 CentreVu Call Management System Release 3 Version 6 External Call History Interface 585 215 854 CentreVu Call Management System Release 3 Version 8 External Call History Interface 585 210 912 Optional Recommendations We recommend the following components to enhance overall system performance and integrity High speed modem for remote access Remote access is desirable for system diagnosis maintenance and software updates Uninterrupted Power Supply UPS An unprotected power hit may result in loss of some or all data Near line storage In addition to a resident tape backup near line storage may be provided for direct access to archived historical information Near line storage may take the form of an optical jukebox for rapid access CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Installation Dependencies 1 18 Digital tape backup A tape backup is desirable as an archiving mechanism to minimize the requirement for on line storage and protect valuable Call Center historical information Client 17 SVGA Monitor or Better This is highly recommended due to the amount of information available within a Centre Vu Explorer II query A large monitor
74. l completed Most database items are call based The Identifying number for a call A software product used by business customers that have Lucent Technologies telecommunications switches ECS and receive a large volume of telephone calls that are processed through the Automatic Call Distribution ACD feature of the switch ECS The CentreVu CMS collects call traffic data formats management reports and provides an administrative interface to the ACD feature in the switch ECS GL 7 CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary Call Vectoring Call Work Code CWC CentreVu CMS Configuration CONN Connected CONN Connected Call CONVERSANT GL 8 A switch feature that provides a highly flexible method for processing ACD calls A call vector is a set of instructions that controls the routing of incoming and outgoing calls based on current conditions Examples of call vector conditions include time of day and the number of calls in queue An ACD capability that allows the agent to enter a string of digits during or after the call and send them to the CentreVu Call Management System for management reporting See CentreVu Call Management System The way that the computer is set up to allow for particular uses or situations See Connected A trunk state in which a caller and an agent are connected on an ACD call A non ACD call that is connected to an agent through a VDN fo
75. le or Windows NT i Date for Oracle availability to be determined Contact CenterPoint Solutions for more information CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Installation Checklist 1 8 Installation Checklist This section includes a high level overview of the following information Pre installation Installation Important Information Pre installation Prior to beginning your installation you must make sure that your computer meets the minimum system requirements If your computer does not match up to the requirements described in this section you may have problems in installing and using the CentreVu Explorer II application Centre Vu Explorer II supports a variety of client and server platforms including various browser clients The pre installation platform requirements are as follows 1 The server runs on Windows NT 4 0 with an SQL Server The Service Pack level for Windows NT 4 0 is Service Pack 4 SP4 and the SQL Server versions supported is SQL Server 7 0 2 There is one version of server code for all platforms 3 The client supported can be any platform capable of supporting the selected browsers This includes but is not limited to Windows 95 98 Windows NT 4 0 and any Sun hardware platform For Sun systems see the CentreVu Explorer IT Installation for Sun 585 218 202 guid
76. ll CentreVu Explorer Il x Perform Uninstall Performing uninstall of the Centreu Explorer II Press the Cancel button to cancel the uninstall process and exit this program Removing File C htdocs gif blballno gif BERENE E Cancel The process continues until all of the associated software is removed from the Windows NT Server CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Uninstalling the CentreVu Explorer Il Software 2 27 The Add Remove Programs Properties window displays after the CentreVu Explorer II is successfully uninstalled Add Remove Programs Properties 2 x Install Uninstall Windows NT Setup A To install a new program from a floppy disk or CD ROM pr d drive click Install CZ The following software can be automatically removed by Windows To remove a program or to modify its installed components select it from the list and click Add Remove Adobe Acrobat Header 301 Adobe Photoshop v3 0 Java Development Kit 1 1 74 LiveUpdate Microsoft Chat 2 1 Microsoft FrontPage Express Microsoft Internet Explorer 4 0 Microsoft Internet Information Server Microsoft Music Control i Add Remove o Cancel Apply You will notice that Centre Vu Explorer II is no longer on the list of available programs CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalli
77. lls are the ability to speak a particular language or the expertise to handle a certain product See Primary Skill Secondary Skill and Skill Level GL 3 Glossary Agent State Agent Terminal Al Algorithm ANI Applet ASA ASAI A feature of agent call handling Agent states are the different call work modes and call states an agent can be in ACD ACW AVAIL AUX UNSTAFF DACD DACW OTHER UNKNOWN RING Data about these states is displayed in real time and historical reports See the definition of each state for additional information The voice terminal used by a call center agent See Auto In A prescribed set of well defined rules or instructions for the solution of a problem for example the performance of a calculation in a finite number of steps Expressing an algorithm in a formal notation is one of the main parts of a software program See Automatic Number Identification An applet is a program written in the Java programming language that can be included in an HTML page When you use a Java technology enabled browser to view a page that contains an applet the applet s code is transferred to your system and executed by the browser See Average Speed of Answer See Adjunct Switch Applications Interface CentreVu Explorer Il Version 1 0 Installation for Windows NT GL 4 CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary Auto In Al Automatic Call Distri
78. mber of calls and the percentage of calls answered within the target service level for the skill CentreVu CMS also reports VDN data by VDN skill preference so that customers can assess the call center performance relative to calls requiring particular skills CentreVu CMS reports how many calls were handled how long these calls waited for service and the average talk time for calls queued to a particular skill preference in a particular VDN Extension calls are any calls originated by agents and non ACD calls received by agents For the Generic 2 2 and Generic 3 switches and the ECS these include calls an agent makes to set up a conference or transfer An optional CentreVu Call Center Management System CMS feature which allows for the transfer of R3VA or later call record file to another computer for processing See Forced Busy See Forced Disconnect CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary First Threshold Forced Busy FBUSY Forced Disconnect FDISC Forced Multiple Call Handling FMCH Historical Reports HOLD ICM IDLE A graph term for the lower limit for a particular condition in a graph report The bar s change color intensity when the defined limit is met notifying you that a Caution condition could exist A trunk state in which the switch sends a busy signal to a caller when the call center is too busy to handle the incoming call A trunk state in which
79. mpdb file from 2MB to 15MB However for large transactions the tempdb may still be too small If you receive error messages indicating that the tempdb is full See the Administration Utilities section in Chapter 4 Maintenance for details You can also use the SQL Server Wizards to assist you in managing your databases for example clearing out your transaction logs or expanding the tempdb file CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting Troubleshooting Tips for Windows NT Troubleshooting Tips for Windows NT Windows NT Event Log Error Messages Types The following types of error messages can appear Information Used primarily for informational messages Usually not indicative of a problem Warning Indicates that the error may be problematic Error Indicates that a serious error occurred This error class usually requires attention Installation Error Messages This table lists the installation error messages Error Message Corrective Action This software will only run under Microsoft Windows NT Server 4 0 Install Windows NT Server 4 0 before attempting to install CentreVu Explorer II This installation requires NT Administration rights The installer must be logged in to the NT server with an account that has administration rights Log onto NT with an account that has administration rights If your account does not have administration
80. n WARNING Record the message and contact the National Customer Care Center Database DB Library Error Messages This table lists the DB Library error messages Error Message Corrective Action DB LIBRARY error Unexpected EOF from SQL Server Connection broken ERROR The connection to SQL Server was lost Record the message and contact the National Customer Care Center DB LIBRARY error DBPROCESS is dead or not enabled ERROR An attempt was made to communicate with a non existent process Record the message and contact the National Customer Care Center DB LIBRARY error Attempt to bind to a non existent column The file format of the ECH file from the CMS does not match what was expected Record the message and contact the National Customer Care Center 5 20 CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting Troubleshooting Tips for Windows NT 5 21 Log in Error Messages This table lists the Login error messages Error Message Corrective Action Login failed please try again Try again with the correct password Contact your administrator if you forget your password Service Affecting Automated Procedures This section documents the automated procedures within Centre Vu Explorer II that cause service interruptions The interruptions range from moments to over an hour in duration The time of
81. n Service CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary EAD EAS Entity Error Message EWT Expected Delay Expected Wait Time EWT GL 12 See Expert Agent Distribution See Expert Agent Selection A generic term that refers to one of the following Agent Split Skill Trunk Trunk Group VDN or Vector A response from a program indicating that a problem has arisen or something unexpected has happened requiring your attention See Expected Wait Time See Expected Wait Time An estimate of how long a caller will have to wait in queue to be served by a call center considering the current and past traffic handling time and staffing conditions Also referred to as expected delay The time spent in vector processing before being queued and the time spent ringing an agent with manual answering operation are not included in the EWT prediction EWT is a switch based calculation that can be used in vector processing decisions and can be viewed from CentreVu CMS release R3V4 and later The EWT feature is available on the DEFINITY G3V4 and later switches and the Enterprise Communications Server ECS Release 8 Glossary Expert Agent Distribution EAD Expert Agent Selection EAS An EAS process that selects an agent when more than one agent is available With EAS a call will go to the most idle agent with the skill as primary skill level one If none are available the call g
82. nformation Company Name Address City State Postal Code Phone Fax Billing Contact Name Billing Contact Phone Required License Information System Administrator Phone E mail Machine Name IP Address for CentreVu Explorer II Number of ACDs for CenterVu Explorer II Customer IL Order Lucent Technologies Contact Information Account Team Representative Representative E mail Phone Product Agreement Signature indicates the customer has agreed and accepted the Software Terms and Conditions as outlined in the License Agreement Signed and Agreed To Name Date Confidentiality Statement CenterPoint Solutions Inc agrees the information contained herein as well as any additional customer information furnished to or acquired during the course of Product integration and usage are confidential and shall not be disclosed to third parties without the written agreement of both parties hereto CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Obtaining a CentreVu Explorer Il License 1 32 CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Overview 2 1 Centre Vu Explorer II Installing and Uninstalling the Software Overview The purpose of this chapter is to provide the procedures for installing and uninstalling the C
83. ng the Software Uninstalling the CentreVu Explorer Il Software 2 28 D Z o o n v x Removing the Database You can remove or delete a database when it is no longer needed such as when you uninstall CentreVu Explorer II When a database is deleted the files and their data are deleted from the disk on the server Once a database is deleted it is permanently deleted and cannot be retrieved without using a previous backup To remove a database do the following 1 From the Start Menu select Programs Microsoft SQL Server 7 0 and Enterprise Manager a rograms fo Adobe Acrobat a Microsoft Proxy Client fo Microsoft Reference fo Netscape Communicator ug Prop UE Startup 5 WinZip 3 Microsoft Access Microsoft Binder XX Microsoft Excel 4 Microsoft Outlook A 5b A 9 t Microsoft PowerPoint BY Microsoft Word FH Visio Technical 5 Administrative Tools Common ag Microsoft Internet Server Common ug Microsoft SQL Server Switch FS Microsoft SQL Server 7 0 e Books Online SS Client Network Utility Select Enterprise Manager Enterprise Manager 77 Failover Cluster Wizard E Import and Export Data am MSDTC Administrative Console fs Performance Monitor Gi Profiler ea Query Analyzer A readme txt B Server Network Utility Service Manager EP Uninstall SQL Server 7 0 The SQL Server Enterprise
84. nsiderations The Business Communications Systems BCS services technical staff uses pcAnywhere software to diagnose and maintain some Lucent BCS products on the customer premises Simply having pcAnywhere installed on a PC does not pose a security risk it must be up and running and administered to receive calls In addition pcAnywhere 8 0 and later offers a number of security features To check for security issues do the following 1 2 3 Only run pcAnywhere when remote access is necessary Do not publish the phone number for the modem For added security unplug the phone jack from the modem when pcAnywhere is not in use Change your password after services leave and after remote access Configure the following security options Require login names for callers Make passwords case sensitive og all failed connection attempts 9 Seta maximum number of login attempts per call Allow time to enter the complete login e Disconnect if inactive Configure pcAnywhere to log remote control and on line sessions Set the Save Session Statistics in Activity Log File checkbox in the Other Session Parameters groupbox Use pcAnywhere encryption feature to encrypt the traffic between the remote location and the customer equipment Required for pcAnywhere access over LAN but recommended for dial up access CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software pcAnyw
85. nt state is available only with Generic 2 2 and with Generic 3 and ECS A trunk state in which a call is ringing at the agent s voice terminal Rolling ASA is a running weighted average calculation without regard to any interval boundaries A rolling ASA calculated by the switch or ECS can be used beginning with CentreVu CMS R3VA for vector routing Rolling ASA is calculated on the G3V4 and later switches and the ECS and sent to R3V4 and later CentreVu CMS releases An additional Rolling ASA calculated by the switch is also available as a real time database item for G3V4 and later G3 switches See Redirect On No Answer Skills assigned to an agent Secondary skills are the areas in which the agent does not have extensive expertise or is not the agent s preference Used in G3V4 and later switches with EAS See Agent Skill Skill Level A segment is defined by the ECS Switch as a logical grouping of call information A trunk state in which the trunk is being used for either an incoming or an outgoing call CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary Service Observing Remote Service Observing VDNs Servlet Session Display Skill A feature that allows a user to dial into the switch and monitor a call A feature available with the G3V4 switch and the ECS that gives a voice terminal user the ability to monitor the treatment a call receives as it is processed by a VDN ro
86. ntreVu CMS must be connected to a DEFINITY Enterprise gt Communications Server ECS switch CentreVu Explorer II operates only in a Lucent Technologies environment Files are transmitted over the local area network at a rate based on the CentreVu CMS settings CentreVu Explorer II reads these files formats the data and stores it in a local database This data is accessed through a query engine utilizing a web browser front end as an access vehicle CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction What is CentreVu Explorer II Network Diagram The following is a list of the network requirements ECS switch Centre Vu CMS Centre Vu Explorer II server Local area network Centre Vu Explorer II client workstation 1 6 CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction What is CentreVu Explorer II 1 7 The following diagram indicates a typical network configuration utilizing CentreVu Explorer II CentreVu Explorer Il Network Diagram External Call History Software granular call data based on CMS reports DEFINITY PBX ECH Client running y Ss N only browser T Local Area Network E e with TCP IP Protocol DEFINITY PBX Multiple Clients DEFINITY PBX NOW Explorer Il Server Multiple database options including Tunning Sun Solaris Informix SQL Server Orac
87. ntreVu Explorer Il Server by the CentreVu CMS CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary Database Database Item Database Tables Date Format DDC Default Skill Generic 2 2 with EAS Delete GL 10 A group of files that store ACD data according to a specific time frame current and previous intrahour real time data and intrahour daily weekly and monthly historical data A name for a specific type of data stored in one of the Centre Vu CMS databases A database item may store ACD identifiers split numbers or names login IDs VDNs and others or statistical data on ACD performance number of ACD calls wait time for calls in queue current states of individual agents and others CentreVu CMS uses these tables to collect store and retrieve ACD data Standard CentreVu CMS items database items are names of columns in the CentreVu CMS database tables The standard format for entering dates on CentreVu Explorer Il reports and queries Acceptable format is Month day year for example 3 21 93 See Direct Department Calling Every skill that ends with a 0 is called a default skill since every staffed agent in the skill group is logged into this skill by default The default skill is the first skill for each skill group A Centre Vu Explorer Il action that removes the entry on the window from the Administration database CentreVu Explorer Il Version 1 0 Installat
88. oes to an agent who is idle and has the skill as secondary If none are available the selection process continues with progressively lower skill levels until an idle agent is found Expert Agent Selection EAS is an optional switch feature that builds on the power of the Call Vectoring and ACD features of the switch to match the skills required to handle a particular call to an agent who has at least one of the skills that a caller requires Agents are assigned a single set of work mode buttons rather than one set per skill This simplifies the agent s interface to the work mode buttons When the MI Manual In or Al Auto In button is lighted the agent is available to take a call in any assigned skills or in the case of Multiple Call Handling MCH in any MCH skills The ACD queuing and the vector commands Queue to Main and Check Backup are used to route a call to an agent with the appropriate skill to handle that call CentreVu Explorer Il Version 1 0 Installation for Windows NT GL 13 CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary Extension Call External Call History Interface ECHI FBUSY FDISC GL 14 CentreVu CMS collects data on skills in the same manner as it collects data on splits Real time Agent reports generally indicate the skill in which agents are currently working Skill reports show the performance of the skill overall displaying such items as the ASA the nu
89. oftware required for the product to function It is the customers responsibility to purchase and install the supplementary software Co Residency Issues CentreVu Explorer II is configured at installation to use all resources of the server on which Explorer II is loaded It is strongly recommended that the server remain fully dedicated to CentreVu Explorer II The loading and running of additional software on the CentreVu Explorer II server is strongly discouraged because it can result in performance degradation to CentreVu Explorer II users All sizing guidelines are given assuming a dedicated server CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Installation Dependencies 1 16 Disk Storage Requirements The required amount of disk space is a function of the average daily call volume the average number of call segments per call and the desired retention period The table below gives some example sizing information For a more specific estimate of your call center environment please use the Disk Sizing Tool that can be found at http www centerpointusa com products V2 shtml This table shows call record storage requirements based on the number of calls per day over a period of months Table 1 Disk Storage of Avg of ACD Calls In MegaBytes Months Segments Per Day Daily Total 3 3 100 000 207 1 18 600 0 6 3 100 000 207 1 37 199 5 12 3 100 000 207 1 74 398 5 24 3 100 000 207 1 148 796
90. ommunication services or facilities accessed through or connected to it Lucent Technologies will not be responsible for any charges that result from such unauthorized use Lucent Technologies Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance call the Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 Trademarks e CentreVu DEFINITY and NetCare are registered trademarks of Lucent Technologies 9 intel and Pentium are registered trademarks of Intel Corporation Javaisa registered trademark of Sun Microsystems Inc Microsoft Windows Windows NT and SQL Server are registered trademarks of Microsoft Corp bd Netscape Navigator is a trademark of Netscape Communications Corporation pcAnywhere is a copyright of Symantec Corporation All other product names mentioned herein are the trademarks of their respective companies Ordering Information Call Lucent Technologies Publications Center Voice 1 800 457 1235 International Voice 1 317 322 6416 Fax 1 800 457 1764 International Fax 1 317 322 6699 Write Lucent Technologies BCS Publications Center 2855 N Franklin Road Indianapolis IN 46219 U S A Order CentreVu Explorer Il Installation for Windows NT Guide Document No 585 218 201 Comcode 108456609 Issue 1 0 June 1999 For additional documents refer to the section entitled Related Documents in
91. on to add Input Output I O controllers allows for performance increases as the situation dictates The following hard disk drives are recommended Multiple 4GB and 8GB drives depending on storage requirements Drive type Ultra Fast Wide SCSI Multiple Ultra Fast Wide SCSI smart array controllers channels CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Installation Dependencies 1 15 Remote Access The CentreVu Explorer II server requires a 28 8 or greater high speed modem and also requires that the pcAnywhere software be installed Remote access is necessary for system diagnosis maintenance and software updates The pcAnywhere software is shipped om a separate CD withe the CentreVu Explorer II software To install pcAnywhere see the pcAnywhere installation instructions System Software Configuration CentreVu Explorer II employs industry standard components to deliver access to CentreVu CMS Call History data Therefore the final system configuration may vary across call centers It is the customer s responsibility to purchase and install the following required software packages for CentreVu Explorer II Version 1 0 Microsoft Windows NT Server 4 0 Service Pack 4 Microsoft SQL Server 7 0 Microsoft Internet Explorer or Netscape Navigator In the context of this guide CentreVu Exchange Server CES refers not only to the Centre Vu Explorer II software package but also to all supplementary s
92. or Centre Vu Explorer II which are as follows Windows NT see this guide for details Sun Solaris see the CentreVu Explorer II Version 1 0 Installation for Sun 585 216 202 guide for details Processor Requirements The minimum recommended processor to be used with CentreVu Explorer II is the Intel Pentium Pro because of its 32 bit software architecture Since all components of Centre Vu Explorer II are 32 bit code your system benefits from the Pentium architecture Additionally faster processor speeds improve the performance of CentreVu Explorer II The minimum recommended processors for the Centre Vu Explorer II server are as follows Pentium Pro 250 Mhz or greater Pentium Pro multiple processor architecture for large call centers Intel is a registered trademark of Intel Corporation TPentium is a registered trademark of Intel Corporation CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Installation Dependencies 1 13 Performance Requirements Call centers of all sizes benefit from CentreVu Explorer II Call centers taking 100 000 or more ACD calls per day quickly accumulate large volumes of data Smaller call centers taking less than 10 000 ACD calls per day also accumulate large volumes of data over a period of months All performance measurements are based on call segments A call segment is each record in the ECH file sent by the CentreVu CMS A call that is delivered to an
93. or Step Vector Step Condition VOA Voice Response Unit VRU Voice Terminal VRU GL 30 A vector step that describes the action to be executed for a call for example Queue to amp amp main check backup disconnect An extension number that enables calls to connect to a vector for processing A VDN is not assigned an equipment location It is assigned to a vector A VDN can connect calls to a vector when the calls arrive over an assigned automatic in trunk group dial repeating DID trunk group or ISDN trunk group The VDN by itself may be dialed to access the vector from any extension connected to the switch One processing step in a vector A vector step consists of a command and one or more conditions or parameters A condition accompanying a vector command that defines the circumstances in which the command will be applied to a call See VDN of Origin Announcement A switch that routes calls to a VRU adjunct computer that provides interactive voice related services to inbound callers A telephone set usually with buttons that gives an agent some control over the way calls are handled See Voice Response Unit CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary GL 31 Window Any rectangle on your Centre Vu Explorer Il screen that encloses a menu data entry fields reports or messages See also Frame Zero 0 Skill Generic Every skill that ends
94. ory is created for each CMS that is associated with this instance of Centre Vu Explorer II You should check this folder at least once a week for corrupt files When troubleshooting corrupt file issues it is important to determine whether all files or only a few specific files are being placed in the corrupt folder If all files are being placed in the corrupt folder there is probably something wrong with the SQL Server database Ask your SQL database administrator to check the database If they are unable to resolve the problem contact Lucent Technical Support for assistance If only a few files appear in the corrupt folder move the files back into the appropriate CMS directory You must move and not copy the files so that they will be removed from the corrupt folder Once the files have been moved to the appropriate CMS directory CentreVu Explorer II makes another attempt to process the files It can take up to five minutes for the attempt to be made You know that the files are processed because they disappear from the appropriate CMS directory Check the corrupt directory to see if the files have returned The files will not appear in the corrupt directory if they have been processed successfully Files that are repeatedly placed in the corrupt directory are corrupted While it is not unusual to occasionally encounter a corrupted file contact Lucent technical support if this occurs frequently CentreVu Explorer Il Version 1 0 Installation
95. ou to select a reasonable data archival interval Preventing new records from being added when the database is full CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Backing Up SQL Server Database 4 2 Backing Up SQL Server Database Backing up the database is a Database Administrator function that should be performed by someone familiar with SQL Server Enterprise Manager Backups are the customer s responsibility You should regularly back up the SQL Server database Contact a Microsoft Certified Solutions Partner if you do not have the technical resources to perform this backup If you choose not to back up your database you may lose all of your historical call data if your disk drive crashes The SQL Server database backup occurs automatically if you are using the SQL Server 7 0 backup program CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Checking for Security 4 3 Checking for Security For more security information see the CentreVu Explorer II Version 1 0 User Guide 585 218 200 You should check the security to verify that there are Two types of security are established User and Administration A default setting should ship with CentreVu Explorer II for the Administration privilege A user privilege that allows a user to query on data build queries and use standard queries An administration privilege that allows all user privileges plus modifying synonym data
96. ove Domain Suffix Search Order UBT Downy Add Edit Foa Gees Ame The following information is required Host Name Enter the same information entered in the Computer Name field in the Identification tab Domain Enter the same information entered in the Domain field in the Identification tab CentreVu Explorer Il Version 1 0 Installation for Windows NT Appendix Windows NT Server Connection Assistance A 7 Set the adapter to Auto Detect in the Adapters tab Select Adapters Intel EtherExpress PRO Ethernet Adapter Setup AuoConect E After setting up the system software you must restart your computer for the changes to take effect Exit all programs and save any work in progress If you are still experiencing problems contact your network administrator for the proper software setup CentreVu Explorer Il Version 1 0 Installation for Windows NT Appendix Windows NT Server Connection Assistance A 8 CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary CentreVu Explorer II Glossary Abandoned Call Access Permissions ACD GL 1 GL A call in which a caller hangs up before receiving an answer from an agent The call could be queued to a split skill in a vector VDN or ringing at an agent before it is abandoned Permissions assigned to a CentreVu Explorer Il user in order to administer specific elements splits skills trunks
97. plorer II Database Status and Call History Files Read z Active Sessions Count of Contact rows 1219641 View Log File VL Message me Time Retum to Main Menu rocesse d 53 99 5113 99 CenterPoint CMS4 chr0701 929 lcorrecth Preserved 10 00 10 00 2 y lAM AM Processed 5 13 99 5 13 99 CenterPoint CMSMchr0602 926 orrectiy Preserved 9 40 AM 940 AM i Processed 5 13 99 5 13 99 CenterPoint CMS4 chr0601 927 correctly Preserved 9 30 AM 9 30 AM P Processed a i 5 5 13 99 5 13 99 CenterPoint CMS4 chr0501 926 correclty Could not 9 30 AM 9 30 AM 10 preserve Processed 5 13 99 5 13 99 CenterPoint CMS4chr0501 926 horrectiy Preserved 9 20 AM 9 20 AM 10 10 n Processed 5 13 99 15 13 99 CenterPoint CMS4 chr0402 925 correctly Preserved 9 10 AM 9 10 AM d P Processed 15 13 99 5 13 99 CenterPoint CMS4 chr0401 924 loeo preserved 9 00 AM 9 00AM Processed 5 13 99 5 13 99 CenterPoint CMS4 chr0301 923 correctiy Preserved 8 50 AM 8 50 AM 10 10 Processed 5 13 99 5 13 99 CenterPoint CMS4 chr0201 922 kotrectty Preserved 831 AM 831 AM 10 10 Processed 5 13 99 5 13 99 fPenterPoint CMS4 chr0102 921 correctly Preserved 8 31 AM 8 31 AM P Processed 5 13 99 5 13 99 Center Point CMSdichr0101 920 correctly Preserved 8 31 AM 8 31 AM P k Processed 5713 99 5 13 99 enterPoint CMS4 chr0002 919 orrectly Preserved 821 AM 821 AM gt P Processed 5 13 99 5 13 99 fPeaterPoint SMS4 chr0001 918 correctly Preserved 8 0
98. r of days 15 Select the Perform removal automatically once a day radio button CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Database Administration 4 19 16 Press OK 17 If you have the Archive data radio button selected this process archives your data daily A Discard Data x Remove All Record where the start date is Date Aging v Archive data Browse OK Cancel 18 Press the OK button The aging and archiving processes are complete CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Database Administration 4 20 Restoring Data The Restore Data feature allows you to select previously archived data and insert the file back into the CentreVu Explorer II database To restore the data do the following 1 From the Data Discard Wizard press the Restore Data button The Restore Data window displays S Restore Data Ea rRestore From File ok Cancel Help 2 Press the Browse button to find the file you wish to restore The Enter the file to Restore window displays Look in ca ArchData J a c 3 CMS 40051 2054516 dat File name fdat Files of type fan Files J Cancel 3 Select the file or files you wish to restore and press Open 4 Press OK The data then restores to the CentreVu Explorer II database CentreVu Explorer Il Version 1 0 Installat
99. r which CentreVu CMS receives an indication that the call rang or was answered CONVERSANT is a powerful voice response system which interacts with the caller This system may include automated call routing announcement storage message retrieval and callback CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary Cradle to Grave Current Window CWC DABN DACD DACW Data Collection Off Data Collection On Data Discard Task Data Discard Utility Box Data Import Service GL 9 A detailed analysis which shows all of a call s activities that occurred from inception to termination of the call The user window in which you are actively working See Call Work Code See Dequeued and Abandoned See Direct Agent ACD See Direct Agent ACW CentreVu CMS is not collecting ACD data Data already collected will not be lost when turning data collection off CentreVu CMS is collecting ACD data An automated database administration task which will allow for the removal of historical data from the CentreVu Explorer Il database Data which is older than a specified interval will be discarded The interval is set by an administrator using the Data Discard Wizard A graphical tool which allows a user to design and implement a database sizing and data archival plan for CentreVu Explorer Il A Windows NT Service responsible for populating the CentreVu Explorer Il Database with data deposited on the Ce
100. re Upgrading the CentreVu Explorer Il Software 3 3 Upgrading the CentreVu Explorer Il Software To upgrade to the CentreVu Explorer II software from the CD ROM do the following 1 Log into the Windows NT server as Administrator 2 Insert the Centre Vu Explorer II Installation for Windows NT Software CD ROM into the appropriate drive The CentreVu Explorer II setup program automatically displays CentreVu Explorer II Transforming INFORMATION into KNOWLEDGE iCentreVu Explorer Il Installation Welcome This installation program will install the CentreVu Explorer Il Press the Next button to start the installation You can press the Cancel button now if you do not want to install the CentreVu Explorer Il at this time Lucent Technologies Bell Labs Innovations start FRI Adobe Photoshop E centrevu Explorer Il In 3 Press the Next button to continue CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Software Upgrading the CentreVu Explorer Il Software 3 4 The Readme information displays CentreVu Explorer Il Installation Read me notes 4 Press the Next button to continue CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Software Upgrading the CentreVu Explorer Il Software 3 5 The Select Destination Directory window displays CentreVu Explorer Il Installation x Select Destination D
101. reVu Explorer Il Server Verify that the CentreVu CMS can ping the CentreVu Explorer II server This test establishes the IP connectivity required for the Centre Vu CMS to transfer external call history data to the CentreVu Explorer II server Can you successfully ping the Centre Vu Explorer II server from the CMS Yes No Fill in the temporary IP address line only if you plan to enable ECHI on CentreVu CMS more than 3 days prior to the scheduled installation date for the CentreVu Explorer II server Note You may need to enlist the assistance of a network administrator to gt accurately provide the IP address and network name resolution information Enter your Information here CentreVu Explorer II server i modem number CentreVu Explorer II IP m a R z address CentreVu Explorer II server m Choose a name no more than 15 characters in length system name CentreVu Explorer II m login password information DNS Server IP address dI z See the Setting Up CentreVu CMS section later in this chapter for specific IP address login password information and modem numbers you need for CentreVu CMS CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction CentreVu Explorer Il Installation Preparation 1 25 Setting Up CentreVu Explorer Il Client If you plan to access the CentreVu Explorer II server from a client workstation verify that you can reach
102. ress the Next button to continue CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer Il Software 2 11 The Installation Wizard initiates copying the files to the directory you specified The following status window appears a MEIE CentreVu Explorer IT Transforming INFORMATION into KNOWLEDGE Installing Copying file C adminserver adminserviceadminUl properties 1 Lucent Technologies Bell Labs Innovations Mstart 18 Adobe Photoshop CentreVu Explorer Il In After all of the files are copied the installation continues to create the database CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer Il Software 2 12 Creating the CentreVu Explorer Il Database To create the database the Installation Wizard finishes copying the files and then automatically displays the Create Database window Ei create Database C3 x Please enter the required information for creating the database Database Location Browse Database Size 30MB v User Name Password 1 Click on the Browse button to enter the Database Location The Database location window displays The default directory is selected as shown below Database location Folder CAJAVAWE 1 TEXPLOR 1 OK Cancel 2 Click OK to accept the locat
103. rights have your NT administrator create a temporary account for you This machine does not have the correct version of Microsoft SQL Server installed Please correct the problem by installing Microsoft SQL Server 7 0 before attempting to perform this install again The NT Server must have Microsoft SQL Server 7 0 loaded before attempting to install SQL Server 7 0 Complete the SQL Server installation before attempting to install Centre Vu Explorer II 5 15 CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting Troubleshooting Tips for Windows NT 5 16 Error Message Corrective Action The database is currently version 1 0 This Contact the National Customer Care Center routine is not capable of upgrading from 1 0 to CentreVu Explorer II Please contact the Lucent TSO for instructions Install will now exit Microsoft is a registered trademark of Microsoft Corp T Windows NT is a registered trademark of Microsoft Corp Troubleshooting Tips for Windows NT Java Web Server Error Messages Error Message Occurs When Cause Corrective Action Netscape is unable to User attempts to The Java Go to the Control Panel locate the server connecttoaserver WebServer is Open the services applet Paintbrush 8080 Please check the server name and try again through a browser not running Highlight Java WebServer Click start Also verify that the service s
104. rt options If you have questions about CentreVu Explorer II that were not answered in this document please contact the Lucent Technical Support Center at 1 800 242 2121 CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting General Troubleshooting Tips 5 6 General Troubleshooting Tips This section helps you with problems you may encounter when installing logging into or running Centre Vu Explorer II It contains tables which describe error messages that may appear in CentreVu Explorer II Setting Up the Java Plug in If you are currently using a non conforming browser you can install the Java Plug in that is copied to the server during the install process This Java plug in allows your current browser to run Centre Vu Explorer II functions To enable the Java plug in option select the checkbox in the Help About frame after completing the CentreVu Explorer II installation See the Help About section in Chapter 1 Introduction of the CentreVu Explorer II User Guide 585 218 200 for more information CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting General Troubleshooting Tips 5 7 Checking the Corrupt Folder Occasionally Centre Vu Explorer II experiences a problem when it tries to process an ECH data file When this happens CentreVu Explorer II places the file in a corrupt folder This folder is c VavaWebServerl INExplorerV2NDataXCMS INCorrupt by default A CMS direct
105. ry Interface ECHI Overview 1 10 Customer Responsibilities cicci cece REG TE 1 11 Server Requirements and Recommendations 1 12 Processor Iegueelienis uso eme ARTERIE ERA 1 12 Pertarmsuncs Requirements x cu ou coex pepe RERPURE DOCE CDS 1 13 Hard Dish DOES cotes RR 1 14 Remote ACCESS sin oe pa pee do boa p LALA 1 15 System Software Configuration csscccse ec eer Ier Ree 1 15 Co Residency BSES 11s ded prd deans x ec E UR EDU E QUA Rua 1 15 Disk Storage Requirements cccpscycpsegexdugeyegecwegunsese 1 16 Optional Recommendations ii5 ciao siete s pire IR REPE RERU E ERES 1 17 Network Connect EY iso sae Eoo XE ER EEE ETERON CADES CREO 1 19 Client Requirements and Recommendations sulle eue 1 20 Installation Information Chall iis cies sau sr serrent bene betes awe 1 21 CentreVu Explorer II Installation Preparation LL 1 22 Setting Up the CentreVu Explorer II Server 1 24 Setting Up Centre Vu Explorer ll Client os sccecec e RE RR RES 1 25 mening Upr Canine Vu CMS uu codes a bg C E HEP E dequo 1 26 CentreVu CMS Login and Password i pria 1 27 CentreVu CMS Modem Address ice soccer e oni 1 28 seine Up Windows NI e 625 84 6uee eee od doves Cobos hae RE RR 1 28 Provisioning and Activation of ECHI 000000 1 29 Obtaining a Centre Vu Explorer M License e iiccosecee esa rb bee bons 1 30 Installing and Uninstalling the Software
106. s the agent in ACW With Generic 3 ACW is also accessible by a button on the agent s set and may not be related to an ACD call CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary Agent Agent Login ID Agent Position EAS Agent Position Non EAS Agent Skill A person or Voice Response Unit VRU port that answers calls to an ACD split skill The agent is known to CentreVu CMS by a login identification keyed into a voice terminal A 1 to 4 digit number Generic 2 or a 1 to 9 digit number Generic 3 entered by an ACD agent from a voice terminal to activate the agent s position Agent logins are required for all CentreVu CMS measured ACD agents The combination of agent login ID and the skills the agent is assigned Data are collected for the agent by skill so the total work for the agent must be summed over all skills in which the agent worked The combination of agent login ID and split the agent logged into Agents logged into multiple splits have multiple positions associated with them Call data are collected separately for each agent split combination An attribute that is associated with an ACD agent Agent Skills can be thought of as the ability for an agent with a particular set of skills to handle a call that requires one of a set of skills An agent can be assigned up to 20 skills The meaning of each Agent Skill is defined by the customer Examples of what could be considered ski
107. scarding data 4 14 disk storage requirements 1 16 DNS tab A 6 Domain field A 6 Domain Name field A 3 E ECS switch requirements 1 10 End Time field 4 9 Error Message field 4 9 error messages DB Library 5 20 event log 5 15 Java Web server 5 17 Login 5 21 ODBC 5 20 Explorer 1 x converting data 3 15 Explorer Il database creating 2 12 new features 1 4 uninstalling 2 22 upgrading 3 3 Explorer Il Log File configuring 5 10 ECHI scheduling activation 1 29 0 IN 2 CentreVu Explorer Il Version 1 0 Installation for Windows NT Index F File Creation List screen 4 17 File Name field 4 9 G general error message 1 20 A 2 H hard drive space requirements 1 1 Host Name field 4 6 A 6 I Identification tab A 3 Input Update License Information window 4 10 installation default directory 3 5 installing Centre Vu Explorer Il 2 5 SQL Server 7 0 2 4 IP Address field A 5 IP address tab A 5 IP connectivity testing 1 24 L Last Access field 4 6 launching Explorer Il 2 18 License Information window 2 15 3 13 License Key field 4 10 license obtaining 1 30 logging in as administrator 4 4 Login screen 2 18 IN 3 CentreVu Explorer Il Version 1 0 Installation for Windows NT Index IN 4 M main CentreVu Explorer Il window accessing 4 4 Microsoft TCP IP Properties window A 5 N National Customer Care Center 5 1 Network Administration
108. ser name to be used to login to the CentreVu User Explorer Version 1 0 database during data migration to CentreVu Explorer II ExpConversionDb Unencrypted The password associated with the Centre Vu Password Password Explorer Version 1 0 database user name specified above Unlike the ExpDbPassword field this field s contents are in plain text and may be manually edited ExpConversionDb 1 8 This specifies which CMS data migrated from MsKey 1 CentreVu Explorer Version 1 0 is associated with CentreVu Explorer Version 1 0 only supported one CMS CentreVu Explorer II can support up to eight ExpSleepTime 30 300 Sets how often in seconds CentreVu Explorer II should check the CMS data directories for new echi data files ExpRmiRegistry IP Address The location of the RMI Registry This entry is always the IP Address of the CentreVu Explorer II server 5 12 CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting Troubleshooting and Maintenance Routines 5 13 Troubleshooting and Maintenance Routines The Data Discard Utility is a tool that is provided with Centre Vu Explorer II to make it easy for end users to schedule automatic archival or data deletion Step by step instructions for performing these operations are provided in Chapter 4 Maintenance of this guide Expanding the Database Because the call volume of your call center may increase over time it may be necessary to expand
109. sing DEFINITY Communications System switch to Centre Vu CMS Standard Centre Vu CMS connectivity CentreVu CMS to CentreVu Explorer II LAN or WAN connection running TCP IP with file transfer protocol FTP active The Centre Vu CMS must be running a software module that allows transmission of External Call history files for a local area network CentreVu Explorer Il Server to Client LAN or WAN connection running TCP IP Microsoft is a registered trademark of Microsoft Corp TWindows NT is a registered trademark of Microsoft Corp CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Installation Dependencies 1 20 Client Requirements and Recommendations The client workstation must be able to run a supported web browser CentreVu Explorer II has been tested with Microsoft Internet Explorer 3 01 and also with Netscape Navigator 3 x minimum Netscape 4 0 or Internet Microsoft Explorer 4 0 are recommended However any hypertext markup language HTML 2 0 compliant browser will work The following configuration is recommended for running CentreVu Explorer II from a PC Pentium central processing unit CPU or better 90 megahertz MHz or higher 32MB of RAM or better Mouse Web browser HTML 2 0 compliant An Ethernet LAN card Windows 95 or Windows NT workstation VGA monitor or better A terminal with a resolution of 1024 X 768 video resolution or higher makes viewing
110. sonnel in the installation of your CentreVu Explorer II server Please fill in the table below and to specify additional information or descriptions where requested NT Server Windows NT Hd Version Hd Service Pack System Memory Hd Please specify amount CPU Type Hd Please specify Motherboard d Single CPU Lj Dual CPU Id Quad CPU d Other please specify IP Address Hd Please specify Modem Dial in A Please specify Login Hd Please specify Password Hd Please specify Introduction CentreVu Explorer Il Installation Preparation Please fill in the table below and specify additional information or descriptions where requested Disk Details Disk Type Hd EIDE SCSI Ultra SCSI Recommended Disk Controller Hd EIDE Controller Type Hd SCSI Controller L1 RAID Array Controller please specify RAID level L Other please specify Number of I O dl cinese a L Other please specify Disk Capacity d Less than 4 GB please specify Hard disk Hd Please specify available for Centre Vu Explorer II CD ROM Hd Yes Hd No Name Resolution C DNS Hd Other CentreVu Explorer Il Version 1 0 Installation for Windows NT 1 23 CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction CentreVu Explorer Il Installation Preparation 1 24 Setting Up the Cent
111. startup configuration is set to automatic Could not start the Java Web Server service on PAINTBRUSH Error 2140 An internal Windows NT error occurred Administrator attempts to start the Java Web Server service The Java WebServer was not shut down correctly probably due to a fatal error Press CTRL ALT DEL and select Task Manager Click on the Processes tab Find amp highlight jrew exe under image name Click end process Not Found 404 User attempts to connect to a server through a browser CentreVu Explorer did not initialize successfully Go to the Control Panel Open the System applet Click on the Environment tab Verify that the classpath is similar to the following 3c jdk1 1 7A lib classes zi p d JavaWebServer1 1 Exp lorerV2 java d JavaWe 1 IMib jws jar CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting 5 17 Troubleshooting CentreVu Explorer Il Version 1 0 Installation for Windows NT Troubleshooting Tips for Windows NT Error Message Occurs When Cause Corrective Action Applet User clicks on There are The possible resolutions are CVEQueryBuilder not Custom Query several possible respectively initted Builder link in causes 1 Have the network Centre Vu Explorer m GM 1 There is a administrator reconfigure II navigation ien firewallbetween the firewall or put both the client and server whic
112. the ACW state upon release from the call See Multiple Call Hanaling A term that means an ACD element agent split skill trunk trunk group vector VDN has been identified to the switch of interest to the CentreVu CentreVu CMS The switch sends messages to CentreVu CMS only for ACD elements that are measured If the ACD element is not measured on the switch no data is collected CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary Messages MI MIA Most Idle Agent MIA GL 19 Temporary windows used only for displaying information like field help and syntactical field errors Message windows cannot be moved sized or scrolled and do not count in the user window count Message windows are automatically removed when you correct the error or move to the next field See Manual In See Most Idle Agent This is an ACD distribution method that maintains a queue of idle agents and distributes a call to the split skill to the agent closest to the head of the queue who is not marked as busy Busy is defined as being in ACW on an AUXIN OUT call or on an ACD call for another split skill Agents in multiple splits skills are in multiple eligible agent lists There is one list for each skill If MIA across splits skills is enabled agents are put at the bottom of all agent lists after completing an ACD call for any split skill If MIA across skills is not enabled an agent who is on an
113. the CentreVu CMS This configuration is accessed through the network system settings on your system To access these settings 1 Click the Start Button point to Settings and click Control Panel 2 Double click the Network icon This assigns the software configurations detailed in the following sections CentreVu Explorer Il Version 1 0 Installation for Windows NT Appendix Windows NT Server Connection Assistance A 3 CentreVu Explorer Il Server Identification Select the Identification tab in the Network Administration window The following screen appears Select Identification Network 20x Identification Services Protocols Adapters Bindings Windows uses the following information to identify your computer on the network You may change the name for this computer and the workgroup or domain that it will appear in Computer Name Domain L2 DK Cancel Enter the following information 1 Computer Name This field provides a place to type the host name for your computer This is the name of the CentreVu Explorer II server This might be a name you use to identify your computer on a smaller local network The host name is combined with a domain name or suffix to create your intranet address 2 Domain Name This field provides a place to type the name of the domain for your computer Domain refers to a set of computers on a network that have been assigned a group name For example a compan
114. the Preface You can be placed on a Standing Order list for this and other documents you may need Standing Order will enable you to automatically receive updated versions of individual documents or document sets billed to account information that you provide For more information on Standing Orders or to be put on a list to receive future issues of this document please contact the Lucent Technologies Publications Center Lucent Technologies National Customer Care Center Lucent Technologies provides a telephone number for you to use to report problems or to ask questions about your call center The support telephone number is 1 800 242 2121 Document Support Telephone Number Lucent Technologies provides telephone numbers for you to use to report errors or to ask questions about the information in this document The support telephone numbers are Voice 1 888 584 6366 and International Voice 1 317 322 6848 European Union Declaration of Conformity Lucent Technologies Business Communications Systems declares that the equipment specified in this document conforms to the referenced European Union EU Directives and Harmonized Standards listed below EMC Directive 89 336 EEC Low Voltage Directive 73 23 EEC CE The CE mark affixed to the equipment means that it conforms to the above Disclaimer Directives Intellectual property related to this product including trademarks and registered to AT amp T Corporation has be
115. the criteria If the data has been archived it can then be restored at a later date if needed See the Restoring Data section in this chapter for more details Accessing Database Administration To access the Data Discard Wizard do the following 1 From the Start menu select Programs and CentreVu Explorer ig Administrative Tools Common Gg CallBack Manager Ks Centrevu Explorer gg Java Web Server 1 1 Microsoft Proxy Client WinZip gg Microsoft SQL Server Switch gt gt a Microsoft SQL Server 7 0 Isi Netscape SmartUpdate gt gt 77 Data Discard Wizard a Read Me 4 f Netscape Communicator New Office Document a Port Manager Lg Rational Rose 98 E valuation Edition Startup gg WinZip A Microsoft Access PG P Open Office Document Select Data Discard Wizard Windows NT Server 2 Click on Data Discard Wizard CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Database Administration 4 12 The Database Discard Utility window displays E CentreYu Explorer Il Database Discard Utility of x File View Database Help General Database Information rSize Create Date May 13 1999 2 16 54 AM Expand Owner Be Discard Data Data Size 47 34 MB e eee Restore Data Data Space Available 252 66 MB CMT Log Size 6 468 5 KB Check Database Log Space Available 188 49 MB Chec
116. the switch disconnects the caller A feature available with the G3V4 or later switch and the ECS that when activated for a split skill allows calls to be automatically delivered to an idle line appearance if the agent is in the Auto In Manual In work mode and an unrestricted line appearance is available on the voice terminal even if the agent is talking on an ACD call Reports that display past ACD data for various agent split skill trunk trunk group vector or VDN activities A trunk state in which the agent has put the call on hold See nbound Call Management A trunk state indicating that the trunk is not in use See Information Indicator GL 15 CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary Inbound Call Management ICM Information Indicator Il INFORMIX Input Field Integrated Services Digital Network ISDN Interval Based Items GL 16 A set of switch and adjunct features using ASAI to enable the adjunct to provide automatic screen delivery and call routing A 2 digit code that identifies the type of originating line for example hotel or pay phone for incoming ISDN PRI calls A relational database management system used to organize CentreVu CMS historical data when CentreVu Explorer Il is used in a Solaris operating system environment An input field is an area on a user window into which an CentreVu Explorer Il user enters one or more valid field val
117. ties See Local Area Network A private interactive communication network that allows computers to communicate over short distances usually less than one mile at high data transfer rates from 1 Mbps to as high as 100 Mbps An EAS feature that associates the agent s login ID with the physical extension when the agent logs in Properties such as the assigned skills class of restriction and coverage path are associated with the login ID rather than the physical extension This allows agents to log in at any available set Glossary LOGOFF LOGON Logout Reason Codes Manual In MI MCH Measured CentreVu Explorer Il Version 1 0 Installation for Windows NT GL 18 The Logical Agent capability allows agents to be called by dialing their login IDs Calls to login IDs may be treated as direct agent ACD calls given the proper class of restriction or may be treated as extension personal calls Treating the calls as direct agent calls can be used to help distinguish business related from personal calls An agent work mode indicating that an agent has logged out and is not available to take ACD calls An agent work mode indicating that an agent logged in or is staffed Logout reason codes enable an agent to specify the reason for logging out such as the end of a shift or training An ACD work mode The Manual In MI mode makes the agent available to receive an ACD call and automatically places the agent into
118. tion for Windows NT Upgrading to CentreVu Explorer Il Software Upgrading the CentreVu Explorer Il Software 3 10 Creating the CentreVu Explorer Il Database To create the database the Installation Wizard finishes copying the files and then automatically displays the Create Database window create Database Br Lx Please enter the required information for creating the database Database Location Browse Database Size 30MB v User Name Password OK Exit Setup 1 Click on the Browse button to enter the Database Location The Database location window displays The default directory is selected as shown below Database location Folder CAJAVAWE 1 1 EXPLOR 1 OK Cancel Drives 2 Click OK to accept the location of the database and return to the Create Database window CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Software Upgrading the CentreVu Explorer Il Software 3 11 3 Enter the Database Size from the drop down list with selections beginning at 500MB Select the size that best suits your business needs For more information about the database size see the Disk Storage Requirements section in Chapter 1 Introduction of this guide create Database DI x Please enter the required information for creating the database Database Location CAJAVAWE 1 TEXPLOR 1
119. tomatically installed with CentreVu Explorer II software CentreVu Explorer II This section documents the software installation sequence required to install the software components for the Centre Vu Explorer II server For server requirements see Chapter 1 Introduction Failure to follow the installation sequence may result in a violation of the warranty CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Installing CentreVu Explorer Il Server Software 2 3 Installing CentreVu Explorer Il Server Software The primary tasks in CentreVu Explorer II server installation are as follows Loading Centre Vu Explorer II software Installing CentreVu Explorer II software Creating the license Creating the database Populating the data Installing pcAnywhere software Launching the software The following sections describe these tasks in more details If you have any problems during the installation contact Lucent NetCare Professional Services for assistance CentreVu Explorer Il Version 1 0 Installation for Windows NT Installing and Uninstalling the Software Loading CentreVu Explorer Il Software 2 4 Loading CentreVu Explorer Il Software Prior to loading the CentreVu Explorer II application software make sure you load all of the required software as described in the System Software Configuration section in Chapter 1 Introduction of this document Installing SQL S
120. u CMS See setup information in the CentreVu Call Management System Release 3 Version 8 External Call History Interface 585 210 912 document Contact your Lucent Technologies representative or distributor for details External Call History Interface ECHI Overview The External Call History Interface is an optional CentreVu CMS feature which allows for the transfer of CentreVu CMS Release 3 Version 8 call record files call history data files to another computer for processing This feature is useful for call centers with a high volume of call traffic It allows a much higher volume of call data to be processed and stored because the CentreVu CMS computer can process only a limited amount of call data As calls are processed call records are recorded in a file one record per call segment until the file size reaches 20 megabytes MB or the end of an interval is reached whichever comes first A new file and its first record is then created as the first segment of the next call is processed CentreVu Explorer Il Version 1 0 Installation for Windows NT Introduction Installation Dependencies 1 11 Customer Responsibilities Who Is Responsible for CentreVu Explorer II Server CES Itis the owner of the CentreVu Explorer II server s responsibility to maintain the server This maintenance includes making regular database backups performing SQL Server database administration and verifying processing of External Call History ECH data
121. u to upgrade the data from an existing Centre Vu Explorer installation 3 To accept all of the defaults press the Convert button CentreVu Explorer Il Version 1 0 Installation for Windows NT Upgrading to CentreVu Explorer Il Software Upgrading the CentreVu Explorer Il Software 3 16 The following conversion confirmation message displays S Centrevu Explorer Il x e Conversion will be started when your computer is up after reboot 4 Press OK The conversion verification window displays This system must be restarted to complete the installation Press the OK button to restart this computer Press Cancel to return to Windows without restarting Cancel 5 Press OK to restart the operating system The Conversion to CentreVu Explorer II is complete CentreVu Explorer Il Version 1 0 Installation for Windows NT Maintenance Overview 4 1 g Centre Vu Explorer II Maintenance Overview This chapter is written for Database Administrators or Supervisors who are responsible for maintaining CentreVu Explorer II Lucent Technologies recommends that the maintenance practices described in this chapter be performed on a regular basis This chapter describes how to maintain the Centre Vu Explorer II software the procedures for backing up the server and the data the administration of three critical functions Determining the average daily call record volumes in the existing database Allowing y
122. ues For example the valid values for the input field Max Rows Returned is 30 but can be modified A digital standard for telephony that enables among other things telephone television and computer signals on the same lines A category of database items These items generally represent the amount of time during a collection interval spent doing a particular activity Interval based items are updated throughout the collection interval and timing is restarted at the end of the interval Interval based items should only be used to show the amount of time in an interval for an activity or to calculate percentages of time spent in an interval Interval based items should not be used to calculate averages Such as average hold time CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary Intrahour Interval ISDN JRE Java Plug In LAN Local Area Network Logical Agent GL 17 A 15 30 or 60 minute segment of time starting on the hour An intrahour interval is the basic unit of CentreVu CMS report time See Integrated Services Digital Network Java Run Time Environment Java is a programming language for World Wide Web applications from Sun Microsystems Java was modeled after C and Java programs are embedded into HTML documents The first Web browsers to run Java applications are Sun s HotJava and Netscape s Navigator 4 5 The plug in enables other browser applications to use Java capabili
123. utes to another VDN or agent or transfers to another VDN or agent Java servlets are small platform independent Java programs that can be used to extend the functionality of a Web server in a variety of ways Servlets are to the server what applets are to the client small Java programs compiled to bytecode that can be loaded dynamically and extend the capabilities of the host The default mode used to display query results The Session Display option allows the user to pick a customized set of ECHI data elements An attribute that is assigned to an ACD Agent when EAS is enabled An agent skill is a particular expertise or speciality enabling an agent to handle a call which requires someone with that particular area of expertise You define skills based on specific customer needs and call center requirements GL 24 CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary GL 25 Skill Hunt Group When EAS is enabled calls route to specific skill hunt groups These skill hunt groups are usually based on the needs of your customers Agents are not assigned to a skill group like split hunt groups but agents are assigned specific skills that become active when they log in Skill Level A priority level from 1 highest to 16 lowest indicating an agent s level of expertise or ability to handle calls to the given skill ECS Version 5 and later Skill Primary See Primary Skill Skill Secondary See Secondar
124. vectors and others of the ACD Access permissions are specified as read or write permission Read permission means the CentreVu Explorer Il user can access and view Administrative data Write permission means the CentreVu Explorer Il user can add modify or delete Administrative data See Automatic Call Distribution CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary ACD Call Action List ACW Add Adjunct Switch Applications Interface ASAI After Call Work ACW GL 2 A call that queued to a split skill and was answered by an agent in that split skill or a call that queued as a direct agent call and was answered by the agent for whom it was queued A menu in the upper right corner of most user windows The menu lists the actions available for that particular user window for example add modify delete and others You select an action after entering necessary data in the user window See After Call Work A Centre Vu Explorer Il action that adds the data entered in the given window to the Administration database An open application interface through which processors and switches can jointly provide services that require applications to initiate receive and control calls or make use of switch features See Open Application Interface An agent state generally representing work related to the preceding ACD call Going on hook after an ACD call during MANUAL IN operation place
125. while in AVAIL or with a call on hold while in AI MI mode See Available An agent state in which the extension is able to accept an ACD call The agent enters this state by selecting the Al or MI work mode The average amount of time a caller waits before connecting to an agent ASA is usually an objective set by your call center s management The actual ASA for a split skill includes the time spent in queue and the time ringing an agent ASA for a VDN includes the time spent in vector processing in queue and the time ringing an agent Interval ASA is used for BCMS and CentreVu CMS reporting where the ASA is calculated on reporting interval boundaries and the ASA is cleared to zero at the start of each reporting interval See also Rolling ASA CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary Backup Calculation Call Based Items Call ID CentreVu Call Management System CMS The process of protecting data by writing the contents of the disk to an archive or tape that can be removed from the computer environment and stored safely The abbreviated name calculation name for the formula calculation that generates the data for a field in a report The category of database items in CentreVu CMS that are committed to the database after the call completes If a call starts and ends in different intrahour intervals all of the call based data is recorded in the interval in which the cal
126. with a 0 is called a zero 2 2 with EAS skill The zero skill is the first skill for each skill group This is the same as the default skill CentreVu Explorer Il Version 1 0 Installation for Windows NT Index IN 1 Index LI CentreVu Explorer II A Active Sessions option 4 6 Adapters tab A 7 administrator default password 4 4 logging in 4 4 Administrator Utilities option E aging process setting up 4 14 Aging radio button 4 18 Archive data box 4 16 archiving data 4 14 B Backup Replaced Files window 2 8 3 C call history data sur jut call volumes determining 4 13 client requirements 1 20 CMS field 4 9 CMS Hostname field 4 10 Computer Name field A 3 connecting to your network 1 19 Convert Explorer 1 window 3 15 converting Explorer 1 x data 3 15 corrupt folder checking 5 7 Created field 4 6 D daily average call volumes determining 4 13 Data Discard Wizard 4 11 CentreVu Explorer Il Version 1 0 Installation for Windows NT Index data import service 5 21 data restoring 4 20 database administration 4 11 backing up SQL Server 4 2 expanding 5 13 maintenance procedures 5 22 populating 2 17 removing 2 28 Database Discard Utility window 4 12 4 14 Database Size list box 3 11 Database Status option 4 8 Database Status window 4 8 database creating for Explorer Il 2 12 Date radio button 4 15 Default Gateway field A 5 Discard Data window 4 15 di
127. y Skill SLK See Screen Labeled Key Split A group of extensions referred to as agents that receives special purpose calls in an efficient cost effective manner Calls automatically go to a split and can queue if no agents are available Split Skill ACD Call A split skill ACD call is a call that routed to a split skill and was answered by an agent in that split skill SQL Server Database engine that CentreVu Explorer Il uses on a Windows NT platform Staffed Agent An agent who is currently logged in to the switch CentreVu Explorer Il Version 1 0 Installation for Windows NT Glossary GL 26 Standard Reports The set of reports that are delivered with the CentreVu CMS or CentreVu Supervisor software Station An unmeasured voice terminal extension An extension that is not currently staffed by an agent or that is a member of an unmeasured split skill or hunt group String Values The descriptive words that appear on reports dealing with agents splits skills and trunks A word is used to describe the value of the data for example HOLD AVAIL YES Stroke Counts A method used by Automatic Call Distribution ACD agents to record up to nine customer defined events per call when the CAII Management System is active Structured Query A language used to interrogate and process Language SQL data in a relational database such as INFORMIX Switch A private switching system providing voice only or voice and data communic
128. y s domain name CentreVu Explorer Il Version 1 0 Installation for Windows NT Appendix Windows NT Server Connection Assistance A 4 on the internet might be thiscompany com A domain can contain two or more workgroups CentreVu Explorer Il Protocol Assignment The Ethernet or Token Ring assignments must be made to successfully connect to the network Assignments are made in the Protocols tab of the Network Administration window The following illustration is a representative setup of an Ethernet environment Select the Protocols tab from the Network dialog box Select Protocols Network 2 x Identification Services Protocols Adapters Bindings Network Protocols Add Remove Properties Update Description Transport Control Protocol Intemet Protocol The default wide area network protocol that provides communication across diverse interconnected networks Cancel CentreVu Explorer Il Version 1 0 Installation for Windows NT Appendix Windows NT Server Connection Assistance A 5 Select the TCP IP Protocol item from the Protocols tab of the Network dialog box The following window is displayed Microsoft TCP IP Properties BE IP Address pus WINS Address DHCP Relay Routing An IP address can be automatically assigned to this network card by a DHCP server If your network does not have a DHCP server ask your network administrator for an address and then type it in the space b

CentreVu Explorer II V1.0 Installation for Windows NT®

Contents

Download Pdf Manuals

Related Search

Related Contents

CentreVu Explorer II V1.0 Installation for Windows NT&reg;

Contents

Download Pdf Manuals

Related Search

Related Contents

CentreVu Explorer II V1.0 Installation for Windows NT®