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Avaya R2 User Guide

1. 3 a If you do not want to display the wallboard report on an external wallboard at this time select Next Page 2 of the Wallboard Wizard appears Go to step 4 Creating a Wallboard Display 7 13 D E vo i ic f Q Working with Reports b If you want to display the wallboard report on an external wallboard check the box next to Display data on physical wallboard and select Next Page 1 of the Wallboard wizard changes Wallboard Properties Wizard Page 1 of 6 M Display data on physical wallboard Select the type of wallboard s on which to display data Number of lines Two Lines Available Wallboards Selected Wallboards Spectrum 26 Ferrograph Add gt lt Remove All c From the Number of lines pull down menu select the maximum number of rows of text supported on the wallboard s you want to use This is the maximum number of physical rows of text on the external wallboard s The names of all registered wallboards connected to PCs on the network that fit this description appear in the Available Wallboards list d From the Available Wallboards window choose the wallboard s on which you want to display the report 1 To choose all wallboards select Add All 7 14 Creating a Wallboard Display Working with Reports 2 To choose individual wallboards highlight each and click on Add 3 Select Remove and Remove All to remove wallboards from the li
2. Schedule Historical Reports Status Bars a epea ss o Server Cascade windows Configure sse coses Connect to DEFINITY system Delete Records Disconnect from DEFINITY system Downloading Historical Data Error Log 3pm Exit Help 4 ke mre ers Repair Database Status Bar o o Toolbar Update BCMS Data message broadcast Microsoft Office o o ooo Millenium compliant miscellaneous problems mouse buttons useof N NEW TOPOL o es deb pex ee eh oe 3 13 New Report menu 3 9 New Report toolbar button 3 13 O Omninames Online Help Client Los ced Server Open Reportmenu Open Report toolbar button opening a report Options menu Chert e uu a UR oes Server P pcANYWHERE performance factors permissions required Print Current Report toolbar button Print Report menu Printer Setup menu printing a report printing a report to a file problems downloading historical data historical reports miscellaneous real time reports starting connecting wallboardsS problems resolving R real time administration data updating Real Time Graph Reports attributes ee closing creating maximum values opening sample types
3. Data Report Definition Item Type Aband Split Skill The total number of ACD calls that have hung up while Calls waiting to be answered during this time interval This value includes those calls that have abandoned while in queue or while ringing Calls that abandon before queuing for example while listening to a forced first announcement or that cannot be queued for example because the queue is full are not counted as abandoned for the split skill Aband VDN The total number of calls that have abandoned from the Calls VDN before being answered or outflowed to another position during the current interval This value includes calls that abandoned while in vector processing or while ringing an agent It also includes calls with a talk time that is less than the value administered for the BCMS VuStats Abandon Call Timer Acceptable Any The number of seconds within which a call to a hunt group Service or VDN must be answered in order for it to be considered Level acceptable The service level is administered on the hunt group from the DEFINITY system Timing for a call begins when the call enters the hunt group or when the VDN is encountered ACD Calls Agent Number of split skill and direct agent ACD calls that were answered by the agent for all splits skills that completed during this interval ACD Calls Split Skill The number of split skill and direct agent ACD calls that were answered for this split skill and that completed dur
4. Saves the properties of the active report This button is available only if one or more reports are open Print current Prints the active report This button is available report only if the active report is a Real Time Text or a Historical Report BCMS Vu software supports parallel and network connected printers ise RE vo i x K e Report Changes the properties of the active report This Properties button is available only if one or more reports are open Schedule Schedules the future printing of a Historical 3 4 Wallboard Broadcasts a message to an external wallboard Broadcast Server Attempts to connect to a Server If there is an Connect active connection to a Server this button is disabled Historical Report Reports ES K The BCMS Vu Client Main Window 3 13 BCMS Vu Client Basics Icon Name Command Server Disconnects from a Server If there is no active Aa Disconnect connection to a Server this button is disabled Cascade Arranges the open reports so that they overlap Windows one another Tile Windows Displays the open reports in non overlapping tiles displaying the current report at the top left of the BCMS Vu Report Display area Help Opens the Help Topics window Status Bar The status bar displays a brief description of menu commands when they are highlighted by the mouse pointer and displays a description
5. Always use at least the file size recommended by Windows 1 Select Control Panel System Performance 2 On the Performance tab select Virtual Memory 3 Activate the radio button next to Let Windows manage my virtual memory settings 4 Select OK 5 Exit Control Panel 10 20 Resolving Problems Troubleshooting Miscellaneous Problems Problem Probable Cause Action One or more of the Server connection to Stop the Server application following happens network is broken and restart it Server and Client programs should recover e Clients freeze for over a minute then post error message telling that network connection from Server is broken yet in the configuration diagram the Server indicates that Clients are still connected Server freezes and takes inordinately long time to display menu items Server connectivity icons three icons at right end of taskbar blink slowly e o i 8 E Q Resolving Problems 10 21 Troubleshooting Miscellaneous Problems Vu Server you receive an error message telling you that the Server cannot establish sharing Problem Probable Cause Action For Windows NT 4 0 No sharing privileges The server user must be 7 either an Administrator Can t establish sharing oz Power User Ask you When you start BCMS network administrator to configure your user L
6. Attach hardware key and restart BCMS Vu Server software Refer to the Installation Guide and instructions that accompany the hardware key DEFINITY system connection test does not pass Cannot connect to DEFINITY system The wrong cable is being used to connect the PC to the data module Use the correct cable The cable between the PC and data module is not connected properly Properly connect the cable between the PC and data module Refer to Chapter 3 Installing the Data Module and Hardware Key in BCMS Vu Software R2 Installation Guide 585 217 103 Continued on the following page 10 2 Resolving Problems Troubleshooting Starting Connecting Problems Problem Probable Cause Action continued No administration Request an administration DEFINITY system session available session from the DEFINITY system connection test does not um administrator pass Cannot connect to DEFINITY system Phone number or password and or user ID are incorrect Obtain the correct phone number user ID and password from the DEFINITY system administrator User ID permissions are not correct Obtain the correct user ID permission from the DEFINITY system administrator BCMS Vu is not communicating with the data module Check communication between PC and data module using a terminal emulator such as HyperTerminal Refer to Emulator on page
7. Troubleshooting the Data Module on page 10 28 8 To exit the Switch Connection Configuration Wizard select Finish If however you entered the Switch Connection Configuration Wizard by selecting Options Configure First Time or if this is the first time you have gone through the wizard and you want to continue to the Download Historical Data Wizard select Next 4 6 Configuring BCMS Vu from the Server Configuring and Managing the BCMS Vu Software If the connection to the DEFINITY system is dropped for whatever reason a Communications Error window appears offering you the following options Retry the connection Cancel the connection The program attempts to reconnect If it does not reconnect and you do not select Cancel the program attempts to reconnect again after thirty seconds offering the same options It tries again after a minute then after two minutes four minutes and so forth It continues trying to reconnect indefinitely at larger and larger intervals until it is successful or you select Cancel Connecting to and Disconnecting from the DEFINITY System BCMS Vu Server normally remains connected for as long as both BCMS Vu Sever and the DEFINITY system are running While BCMS Vu Server is connected to the DEFINITY system you can manually disconnect it To do this select Disconnect from the Options menu or select the Disconnect icon from the toolbar BCMS Vu Server disconnects If BCMS Vu Serv
8. a The name of the Server you want to connect to OOO Oo A sound card and speakers if you want to use the training CD ROM Operating Environment 1 7 Introduction For a Wallboard PC without Client Software A single processor Pentium Windows 95 or Windows NT 4 0 installed on the PC 32 MB of RAM 10 MB of free disk space A double speed CD ROM drive OOo OO 8 O OO An available serial port for each non daisy chained wallboard Software Restrictions BCMS Vu software supports English French German b Italian Spanish Dutch Portuguese and Japanese languages on Windows 95 and Windows NT 4 0 operating systems Lucent Technologies certifies that BCMS Vu software has ul been tested and found to run co resident with Microsoft Office 95 and 97 and Symantec pcANYWHERE Lucent makes no claims whatsoever as to the compatibility of BCMS Vu software with any other software application Those who attempt to run BCMS Vu software with any other co resident application do so at their own risk 1 8 Operating Environment Introduction Administrative Requirements In order to view data on BCMS Vu reports you must have the login name and password for the DEFINITY system to allow the Server PC to access BCMS data E o i i E Q For the PC to be able to access BCMS data on the DEFINITY system the login must have the following permissions Display Admin and Maint Data System Measurements Lack o
9. BCMS Vu Login and Password in Chapter 2 of BCMS Vu Software R2 Installation Guide 5850 217 103 4 Select Next The Specify the serial port and telephone number for BCMS Vu to use to access the switch window appears 5 In the Phone Number box type the hunt group extension for Netcon channels that must be dialed for the data module to connect to the DEFINITY system Configuring BCMS Vu from the Server 4 5 lt F E vo m i ic lt S e Configuring and Managing the BCMS Vu Software 6 Use the drop down list for the Serial Port box to select the serial port that you are using to connect to the data module The serial ports that are available in the drop down list will match the ports available on your PC If you do not know which serial COM port to choose look at the back of your PC for the port 1 through 8 to which the data module is connected 7 Select Next In the window that appears you will see a diagram showing the path to the DEFINITY system you are trying to connect to Select Test Connection to confirm that the connection has been properly set up A colored dot moves back and forth between the PC icon and the DEFINITY system icon If the connection is established the words The test was successful appear If the connection is not successful BCMS Vu attempts to connect until it times out and tells you why it failed In this case select Cancel and correct the problem Refer to
10. E Q i la E Q The buttons in the window become gray temporarily When the operation finishes or fails the grayed items become normal If the operation fails an error notice appears 3 To exit the window select Finish Troubleshooting the Data Module 10 29 Troubleshooting Using a Terminal Emulator If you cannot connect BCMS Vu Server to the DEFINITY system it may be because BCMS Vu Server is not communicating with the data module You can check the communication between the PC and the data module by using a terminal emulator that can establish a serial connection such as HyperTerminal M a terminal emulator supplied with Windows Opening HyperTerminal and Setting Options 1 Inthe Start menu select Programs Accessories For Windows 95 only a In the Accessories drop down menu select HyperTerminal The HyperTerminal dialog box appears HyperT erminal iof xi File Edit View SS ti CompuServe hticons cll hypertim dll Hypertim ese MCI Mail ht b In the HyperTerminal dialog box select Hypertrm exe c Select OK 10 30 Troubleshooting the Data Module Troubleshooting For Windows NT 4 0 only In the Accessories drop down menu select HyperTerminal HyperTerminal The HyperTerminal window opens with the Connection Description dialog box active Connection Description E j New Connection Enter a name and choose an icon for the conn
11. For example if the DEFINITY system stores data in half hour intervals each line of a report created from interval data presents a half hour s worth of data If the DEFINITY system stores data in intervals of an hour each line of a report created from interval data will present an hour s worth of data However the DEFINITY system can store no more than 24 intervals worth of data before it deletes the oldest data to make room for the most recent Thus data stored on the DEFINITY system can be no older than 12 hours if the DEFINITY system stores in half hour intervals or 24 hours if the DEFINITY system stores in hour intervals Daily data is stored on the DEFINITY system in increments of one day Thus each line of a report created from daily data represents a day s worth of data However the DEFINITY system can store daily data no more than seven days daily data older than seven days is deleted to make room for new data Since BCMS saves data for a limited time if you want to view old data you must copy data from the DEFINITY system to a location you can access before it is erased from the DEFINITY system This is called downloading data To learn how to download historical data refer to Downloading Hanna bo paged a If the DEFINITY system is reset BCMS data will be lost on the DEFINITY system and will not be downloaded to BCMS Vu As a result Historical Reports that include a period when the DEFINITY system was r
12. Ist 2nd 3rd 16th 17th 18th 34th 35th 36th ccs ccs ccs ccs ccs ccs ccs ccs ccs om te ee o gt 9 100 100 100 100 100 100 100 100 100 sec sec sec scc sec sec sec sec sec 1800 seconds 1 2 hour eS 3600 seconds 1 hour gt a E a de GL 3 Glossary Data module DEFINITY system BCMS interval Direct Agent Calling Document Hundred call seconds Interval GL 4 A serial communications device used for the asynchronous transfer of data BCMS Vu connects to the DEFINITY system through a data module BCMS Vu does not work with analog modems PDMs or INADS The period of time either one hour or one half hour during which measurements are collected in the DEFINITY system At the end of the interval counts are reset to 0 An EAS capability that makes it possible for a caller to reach the same agent every time and still include the call in the management tracking of the call center as an ACD call This is ideal for claims processing where a client needs to speak with the agent handling the claim sedo See See DEFINITY system BCMS interval Manual In An ACD work mode The Manual In MI mode makes the agent available to receive an ACD call and automatically places the agent into the ACW state upon release from the call Other Primary Skill Report Report class Secondary Skill Service Level Split skill Tertiary Skill Glo
13. Menu Item Action Toolbar Shows or hides the Toolbar Status Bar Shows or hides the Status bar Error log Displays the Error log System Produces a graphic representation of the Configuration DEFINITY system the Server and the Clients connected to the Server 2 14 The BCMS Vu Server Main Window BCMS Vu Server Basics Window The Window menu has the following items Menu Item Action Cascade Arranges windows so that they overlap Tile Arranges windows in non overlapping tiles Help The Help menu has the following items N Menu Item Action 3 Help topics Displays a list of help topic categories S About BCMS Vu Shows version copyright and other information about the BCMS Vu software Toolbar The following BCMS Vu toolbar buttons provide quick ways to start common BCMS Vu tasks Icon Name Command Download Downloads latest historical data x Historical Data Terminate Terminates historical data download that is in Download progress The BCMS Vu Server Main Window 2 15 BCMS Vu Server Basics Name Command o o 5 Delete Deletes old records from the database Records Repair Performs maintenance on the historical Database database E SI Connect Establishes a connection to a switch Y Disconnect Breaks the connection to a switch Pe Help Topics Opens Online Help Status Bar The status bar
14. 8602 Failed to connect E 8603 Normal disconnection 3 8604 Abnormal disconnection Q Details Textual description of the error If the Client fails to connect to the Server the textual description of the entry describes in more detail the cause of the problem and the error number of the problem Refer to in this chapter and use this error number to track the real cause of the problem The connection log is found at C Program Files Lucent BCMS Vu Client Connection log and must be viewed in Notepad or any other ASCII editor Connection Log 10 27 Troubleshooting Troubleshooting the Data Module Verifying the COM Port If the DEFINITY system connection test does not pass 1 Verify that the cable between the data module and the PC serial port is properly connected If it is go to step 2 If it is not correctly connect the cable between the data module and the PC serial port If the problem still exists replace the cable to be sure you do not have a faulty cable If the problem still exists go to step 2 Verify that you have selected the correct COM Port for the data module If you have go to step 3 If you have not change the COM Port selection Go to Setting Up The M Port on page 10 29 for instructions on how to change the COM Port If the problem still exists after you change the COM Port selection go to step 3 Consult your PC user guide or its manufacturer s technical support to see how to tell if y
15. Bg Coe LT ay aj Windows NT Explorar Documents am ufeninisiratewe Tools Commons EA Ioetlings imb Adobe Acrobat 4 T Compas Ema Up Come 7 bi dij F oreletp 2 1 Hut amp Lucent Technologies AGM Yu Ghent at E 4m Melee Vie caa NT P BODAS Yu Chan Help M dl MoMee Web Scan nf GCS Wu Serer z a Bun am Muasmqu Manaqur a BOM Yu Garsai Help 2 gn Maiscape Coman cator mil BC wu Sorser Simelaior E Lj Egi Daren 38 Simetup CB Cien Pesdme Ej i gn Trainisg Solutions E Ear Reade E EIE 35 Winzip 5 Wallboard Readme 1 1 Select the Start button from the Taskbar 2 Move the cursor over Programs in the Start menu 3 Move the cursor over Lucent Technologies in the Program menu 4 Move the cursor over the BCMS Vu Server icon E in the Lucent l E Technologies menu and click once 2 4 Starting BCMS Vu Server Software BCMS Vu Server Basics If you want to become familiar with BCMS Vu software but are not connected to or do not want to connect to a DEFINITY system select the BCMS Vu Server Simulator icon in Start Programs Lucent Technologies This is a version of BCMS Vu Server software that simulates a connection to a switch and provides randomly generated data for real time and Historical Reports The Server Identification window appears Server Identification To connectto a BCMS Vu Server select the Server name from the list below and click the Connect button T
16. POSSIBILITY OF SUCH DAMAGES LUCENT IS NOT RESPONSIBLE FOR LOST PROFITS OR REVENUE LOSS OF USE OF THE Software LOSS OF DATA COSTS OF RECREATING LOST DATA THE COST OF ANY SUBSTITUTE EQUIPMENT OR PROGRAM OR CLAIMS BY ANY PARTY OTHER THAN YOU Some states or countries do not allow the exclusion or limitation of incidental or consequential damages so the above limitation or exclusion may not apply to You GENERAL CONDITIONS 1 Governing Law This Agreement shall be governed by and interpreted in accordance with the substantive laws of the State of New Jersey of the United States of America 2 Entire Agreement This Agreement sets forth the entire understanding and agreement between You and Lucent and may be amended only in a writing or writings signed by You and Lucent NO VENDOR DISTRIBUTOR DEALER RETAILER SALES PERSON OR OTHER PERSON IS AUTHORIZED TO MODIFY THIS AGREEMENT OR TO MAKE ANY WARRANT Y REPRESENTATION OR PROMISE WHICH IS DIFFERENT THAN OR IN ADDITION TO THE REPRESENTATIONS OR PROMISES OF THIS AGREEMENT ABOUT THE SOFTWARE 3 Export Licensee hereby agrees that it will not knowingly directly or indirectly without prior written consent if required of the Office of Export Licensing of the U S Department of Commerce Washington D C 20230 export or transmit any of the Products to any group Q S W Y or Z country specified in the Export Administration Regulations issued by the U S Department of Commerce or to any countr
17. VDN The number of calls to this VDN that abandoned before being answered during the current period This includes VDN calls that were routed to an attendant station or announcement and abandoned before being answered Acceptable Service Level Any The number of seconds within which a call to a hunt group or VDN must be answered in order for it to be considered acceptable The service level is administered on the hunt group from the DEFINITY system Timing for a call begins when the call enters the hunt group or when the VDN is encountered ACD Calls Agent Summary Graph The number of agents who are currently on an ACD call for this split skill This value also includes agents on Direct Agent calls ACD Calls Split Skill Summary Graph The number of ACD calls answered by agents that completed during the current interval This number also includes those calls that flow in from other split skills Data Items Real Time Reports 9 3 e E vo m i ic K Q BCMS Vu Real Time and Historical Data Items Data Items Real Time Reports Data Item Report Type Definition ACD Calls VDN Number of ACD calls to this VDN that were answered by agents in internally measured splits skills and that completed during the current interval The split skill may have been reached via the queue to main check backup route to messaging split or adjunct routing comma
18. When the interval is a half hour use 185 instead of 370 in the formula splits skills agents trunk groups 2VDNs 370 BCMS interval in hours 1 6 Operating Environment Introduction O A parallel port to connect the hardware key A printer may be also connected to this port The BCMS Vu R2 software distribution CD ROM A data module either an 8400B Plus or 7400B 7400B Plus that is capable of accessing the DEFINITY system O ADEFINITY system telephone number hunt group extension for Netcon channel login name and password for access to BCMS E o i 8 E Q A sound card and speakers if you want to use the training CD ROM The pcANYWHERE CD ROM An internal or external modem for remote maintenance using pcANYWHERE O The name of the Server PC the names of all Client PCs on the network and the names of all wallboards on the network that you want to use For the BCMS Vu Client PC O Asingle processor Pentium O 32 MB of main memory with Windows 95 installed or 64 MB of memory with Windows NT 4 0 installed O 5 MB 5 120 KB of free disk space O A double speed CD ROM drive O A serial port for each external wallboard connected to the PC or one port if the wallboards are daisy chained Windows 95 or Windows NT 4 0 Workstation or Server with Service Pack 3 installed on the PC The BCMS Vu R2 software distribution CD ROM Option One of the wallboards dedicated to BCMS Vu software
19. by split skill during the reporting interval Overflowed Calls VDN Displays a summary of the overflowed calls by VDN during the reporting interval On all Historical Reports you cannot choose the format or kinds of data items that the report displays although you can choose the type date range level of detail and other parameters You can also export historical data to other applications such as spreadsheets Categories of Historical Reports 6 3 About Historical Reports Creating Historical Reports Historical Reports are reports that you create using the interval and daily data downloaded from the DEFINITY system In addition to presenting the report in interval and daily increments BCMS Vu can take daily data and summarize it over a week month and quarter three month period You create a BCMS Vu Historical Report using the New Report option in the File menu After you have created and saved a Historical Report you can access the report using the Open Reports option in the File menu Historical Reports have predefined formats and you cannot choose the data items reported in each category of Historical Report You choose the type date range interval and some other aspects of the report To learn how to create open and print Historical Reports refer to Chapter 7 Working with Reports 6 4 Creating Historical Reports About Historical Reports Sample Historical Report The following illustration is
20. name of the wallboard 7 In the Address box enter the address of the wallboard This is a number from zero to 127 Refer to the wallboard user guide to find out how to specify the wallboard address You address Lucent wallboards using the remote control unit that comes with the wallboard Refer to the user s guide that comes with the wallboard You address a Lucent wallboard using hexadecimal notation However when you enter a wallboard address in the BCMS Vu configuration procedure you must use decimal notation Furthermore BCMS Vu accepts wallboard addresses only from 0 to 127 decimal For a table that translates hexadecimal addresses into decimal addresses refer to Installing the Wallboard in Chapter 5 of BCMS Vu Software R2 Installation Guide 585 217 103 8 Select Next The Specify the Serial Port window appears 9 From the pull down menu select the name of the port on the PC to which the wallboard is connected Only COM Port numbers from 1 through 8 are allowed 10 Select Next 4 12 Configuring BCMS Vu from the Server 11 Configuring and Managing the BCMS Vu Software A window appears that allows you to test whether the wallboard is properly registered and physically connected to a PC Click on the Test Connection button A window appears with a message asking you if you saw the Test message on the wallboard If you select Yes you are told that the test was successful
21. one or more splits skills The data items you can choose for this report are different from those in a Split Skill Details Wallboard Display See Wallboard Display Attributes jon page 5 20 for a list of these items Split Skill Details Displays values of one or more data items for one split skill The data items you can choose for this report are different from those in a Split Skill Summary Wallboard Display See Wallboard Display Attributes jon page 5 20 for a list of these items Agent Summary Displays values of one or more data items for one or more agents in one split skill VDN Summary Displays values of one or more data items for several VDNs 5 16 About Wallboard Displays Report Basics Wallboard Display Features When you define a Wallboard Display you select the type of data and the data items to display The Wallboard Display shows default labels for the items that you choose and the current value of the item You can change the labels in the Wallboard Wizard Items are displayed on a Wallboard Display in the order in which you select them A Wallboard Display on your monitor shows the data that you will see on an external wallboard You can have more than one Wallboard Display open on your PC at the same time and you can send a wallboard displayed on your monitor to several external wallboards or send different displays to different wallboards You can change the size of a report window
22. 10 30 The serial port specified to connect to the data module is connected to something else or is not connected Specify correct serial port in Server Configuration Wizard Server is intentionally not connected to DEFINITY system Start BCMS Vu Simulator to run BCMS Vu Server and Client with randomly generated data Resolving Problems 10 3 E vo m i i f Q Troubleshooting Starting Connecting Problems Problem Probable Cause Action Communications error window appears offering two options Retry the connection and Cancel the connection The program attempts to reconnect If it does not reconnect and you do not select Cancel the program attempts to reconnect again after thirty seconds offering the same options It tries again after a minute then after two minutes four minutes and so forth It continues trying to reconnect indefinitely at greater and greater intervals until it is successful or until you select Cancel The connection to the DEFINITY system has dropped Connect to DEFINITY system In Windows 95 ona single PC without a Network Interface Card NIC Cannot connect the Client to the Server especially with error 6502 Client can t find Server If you are running BCMS Vu Server and Client on a single PC that does not have a NIC you must configure the PC correctly Refer to
23. 2 6 Starting BCMS Vu Server Software BCMS Vu Server Basics Configuration Wizard Page 1 of 8 Welcome to BCMS Vu This wizard steps you through the settings to allow you to connectto a switch schedule the historical data download register clients and set up wallboards The wizard also gives you the option of testing your switch connection and wallboard connection N E o gt i i S e Select Next The wizard that follows is identical to the wizard you encounter when you chose Options Configure First Time For a description of the wizard refer to l Configuring BCMS Vu from the Server on page 4 3 Starting BCMS Vu Server Software 2 7 BCMS Vu Server Basics Disconnecting BCMS Vu Server from the DEFINITY System Do not disconnect BCMS Vu Server from the DEFINITY system while any client is connected to the Server or you may experience problems If BCMS Vu Server is running and is connected to a DEFINITY system you can disconnect it without closing the Server application by doing the following In the Options menu select Disconnect or Select the Disconnect toolbar button P Reconnecting BCMS Vu Server to the DEFINITY System If you have disconnected BCMS Vu Server from a DEFINITY system without closing the Server application you can reconnect to a DEFINITY system by doing the following In the Options menu select Connect Or Select the Connect toolbar button aN The Server Ident
24. A Rem tees ts Toolbar pia eea e WHEW ds m pus Be adi a eti oi aah Window newreport cs san open reports leen print currentreport report display area report properties SAVE TOPOL i e e mo kom obse we i schedule Historical Reports servername Starting s eed ug ea ae a a statusbar system menu box tilemenuitem Tile Windows toolbar button titlebar 3 9 toolbar sexe e USES PED wallboard broadcast Index BCMS Vu Client See BCMS Vu Client software BCMS Vu Server Simulator BCMS Vu Server software cascade windows closing 6 llle configuration wizard connect status cles connect to DEFINITY system delete records disconnect from DEFINITY syste download status downloading historical data error log 2 2 eee ee ee exiting 4 haw a Gat a features first Umes x ode c wx ers Help Topics o o oo o main window menu About BCMS Vu Cascade Windows Configure Connect 2000005 Delete Records Disconnect Downloading Historical Data Error Log Exits is nonam ed ek ark eod Help siesta weedeat cet ao de Help Topics s ss so eie oo Options Repa
25. Action Real time reports do not update within thirty seconds Too many open real time reports Reduce the number of open real time reports Ten clients should each be able to open ten real time reports without impacting performance Download of Historical data is occurring Wait until download is completed Value of item does not appear above vertical bar in Real Time Graph report If the label containing the value of the item is wider than the bar the value is not shown This prevents the numbers overlapping the numbers above adjacent bars None 10 12 Resolving Problems Troubleshooting Real Time Report Problems Problem Probable Cause Action Real Time reports do not run on the client PC When DNS is used on a Client with Windows 95 and the Server uses Windows NT 4 0 the Server must have a line added to the Hosts file Edit the host file 1 Using an editor open WINNT System32 drivers etc Host 2 Insert the following line if it is not there already with the other Hosts lines lt client IP address gt lt tab gt lt client PC Name gt domain 3 For example if the client PC host name is BCMSVuPC the domain is ABC INC and the IP address is 123 123 123 123 add the following line 123 123 123 123 lt tab gt BCMSVuPC ABC INC 4 Save the file and exit the editor DNS is not configured properly
26. Basics About Time Trace Reports Time Trace Reports show the value of a single attribute for example Call Waiting Average Speed of Answer for a single measured entity agent split skill or VDN over a period of time The value of the attribute is represented by the height of the trace above the baseline Time is represented by distance along the baseline This section describes the following topics Categories of Time Trace Reports e Characteristics of Time Trace Reports Sample Time Trace Report Time Trace Report attributes Categories of Time Trace Reports The following categories of Time Trace Reports are available Split Skill Summary Data Time Trace Shows variations in the value of a single data item for a single split skill over time The data items you can choose for this report are different from those in a Split Skill Details Time Trace See Time Trace Report Attributes on page 5 24 for a list of these items Split Skill Details Time Trace Also shows variations in the value of a single data item for a single split skill over time The data items you can choose for this report are different from those in a Split Skill Summary Data Time Trace See on page 5 24 for a list of these items Agent Data Time Trace Shows variations in the value of a single attribute for a single agent over time N E D g i f Q VDN Data Time Trace Shows variations in the value of
27. Configure DNS Refer to Configuring a Non Novell LAN Network in Chapter 2 of BCMS Vu Software R2 Installation Guide 585 217 103 Resolving Problems 10 13 e o i a E Q Troubleshooting Wallboard Problems Problem Probable Cause Action Reports and messages do not appear on Wallboard is not connected to the Correct problem Refer to Installing a Data on wallboard indicates zero value and doesn t update fora long period of time Wallboard specified porton the Wattboard in BCMS Vu specified PC Software R2 Installation Wallboard software is Guide 585 217 103 and not running on the PC Registering Wallboards to which the wallboard on page 4 11 is attached e Wallboard is not properly registered Wallboard address is not correct Wallboard has a poor physical connection Wallboard COM Portis Consult your PC user guide not activated in your PC Or its manufacturer s hardware configuration technical support to see how to tell if your COM Port has been disabled Wallboard is not Server lost connection to Check connection on status changing the DEFINITY system bar Try to reconnect to the DEFINITY system if the connection is not active and if the DEFINITY system is still operational Make sure wallboard software is running on the PC to which the wallboard is connected 10 14 Resolving Problems
28. Configuring a PC Running Windows 95 without a Network Interface Card NIC in Chapter 2 of BCMS Vu Software R2 Installation Guide 585 217 103 10 4 Resolving Problems Troubleshooting Starting Connecting Problems Problem Probable Cause Action In Windows 95 ona Omninames and or 1 Close all applications LAN ConnectionServer is are 2 Reboot the PC i 3 Wait three minutes Attempted to start ME 4 Restart Server Server software software Received message that Omninames and or ConnectionServer is are not running This allows time for the TCP IP stacks to correctly set up on your PC LAN or Restart Omninames and ConnectionServer 1 Open C Programs Files Lucent BCMS Vu Common 2 Double click on ConnectionServer exe 3 Open the Task Manager Ctrl Alt Del and verify that s ConnectionServer exe is 5 running 2 oo 4 Close Task Manager 5 5 Double click on omniNames exe 6 Verify that omniNames exe is running step 3 and close Task Manager Resolving Problems 10 5 Troubleshooting Historical Data Downloading Problems Problem Probable Cause Action Historical data not Lost connection to the Check the status of the updated and or DEFINITY system DEFINITY system and the Historical Reports have no data physical connections If necessary connect to the DEFINITY system Database location is incorrectly specified Check
29. E Q Troubleshooting ID Description Resolution 4103 Registration of wallboard by Advisory only lt login gt lt details gt Administrative event a Client has been registered with the Server 4104 Removal of wallboard by lt login gt Advisory only lt details gt Administrative event a wallboard has been deregistered from the Server 4105 Modified Wallboard Object by Advisory only lt login gt lt details gt Administrative event a registered wallboard configuration has been changed 4106 Database records have been Advisory only erased 4107 A monitored application cannot Restart these applications from be found Connection Server or he Common directory refer to Omninames are not running Resolving Problems this chapter or stop and restart the Server 4108 A monitored application has Advisory only been restarted 6008 Naming Service not in map Entries have been removed from the registry of the machine that reports the error Reinstall BCMS Vu on that machine 6502 Server Check that the machine you are Connection Server is not running on the machine PC specified trying to connect to has a running Connection Server or stop and restart the Server 10 42 Error Codes Troubleshooting ID Description Resolution 6502 Client Find the Server Object does not exist 6504 Unable to find naming service Check that
30. Publications Center P O Box 4100 Crawfordsville IN 47933 Document No 585 217 102 Issue 1 June 1998 Order additi documents refer to the section titled Related Documents in the Introduction 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 infor mation 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 For technical support customers outside the United States should call their Lucent Technologies Representative or Distributor European Union Declaration of Conformity Lucent Technologies Business Communications Sys tems declares that the equipment specified in this doc ument conforms to the referenced European Union EU Directives and Harmonized Standards listed below EMC Directive Low Voltage Directive CE 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 communi c
31. The l Server Connection window appears See page 5 Highlight the name of the Server you want to connect to and select Connect 3 6 Starting BCMS Vu Client Software BCMS Vu Client Basics Exiting BCMS Vu Client Software If BCMS Vu Client is generating reports do not close the Client application or disconnect the Client from the Server until the reports start printing or you will lose some of the reports You can exit BCMS Vu software using any of the standard Windows methods including e Select Exit from the File menu Select the Close button in the upper right corner of the main window e Select Close from the Window menu BCMS Vu can take a while to shut down If you experience problems with other applications not working properly you may want to make sure that BCMS Vu has shut down completely and end the task if it did not To do this complete the following steps ise E vo m i ic lt S Q 1 Press CTRL ALT DEL to open the Windows NT Security window Windows NT 4 0 or Close Program window Windows 95 2 Select Task Manager Windows NT 4 0 only 3 In the Windows NT Task Manager window or Close Program window look for bemsvuclient 4 If it is displayed in the list of running applications highlight it 5 Select End Process Windows NT 4 0 or End Task Windows 95 Exiting BCMS Vu Client Software 3 7 BCMS Vu Client Basics The BCMS Vu Client Main Window The BCMS Vu Clie
32. When you update from one version of BCMS Vu Software R2 lil to a higher version the error log is not recreated That is the old error log is copied verbatim into the directory with the new software and new incidents are added as they occur By default the most recent errors are at the top of the error log You can scroll through the error log to see recent errors When you display the error log from BCMS Vu you can sort the entries according to individual columns Click on a column heading and the rows are sorted according to the values or alphabetization on the items in the column To reverse the order or sorting click on the column heading again 10 26 Error Log Troubleshooting Connection Log In addition to the error log which is typically kept on the Server PC another file called the connection log resides on each Client PC In it are stored statistics and information about all instances where the Client attempts to connect to or disconnect from the Server If the Server is unavailable for some reason this attempt cannot be logged to the error log but it is entered into the connection log Each line contains details of each attempt the client makes to connect or disconnect from a Server and contains the following information E Ignore Number Ignore Date and Time The time at which the incident occurred Severity 0 Error 2 Warning 1 Information Logged by The Client name ID 8601 Successful connection
33. a regular basis Register wallboards Register Clients Manage historical data Perform maintenance on the database View the error log 2 2 What Can Do Using BCMS Vu Server BCMS Vu Server Basics Starting BCMS Vu Server Software The BCMS Vu installation program creates a menu item on your PC s Start Programs menu Refer to BCMS Vu R2 Software Installation Guide 585 217 103 for detailed installation instructions The following procedure presumes that whoever installed BCMS Vu software on the Server accepted the default program locations If the installer chose to install the program icons in a different location folder you will have to go to that location to start BCMS Vu software using the program icon An alternate method of starting BCMS Vu is to use the Find function of Windows to locate the program file for BCMS Vu Server BCMSVuServer exe and select it N E vo m i io lt S e If the hardware key is not attached to the PC before you start BCMS Vu software the software will be loaded but the program will run only in simulator mode when you try to start it To view real time reports and download historical data from the DEFINITY system you must attach the hardware key and restart BCMS Vu Server software Starting BCMS Vu Server Software 2 3 BCMS Vu Server Basics To start BCMS Vu software do the following Refer to the following illustration 2 7r Sinriupn b Penes lili Command Prompt
34. a single attribute for a single VDN over time About Time Trace Reports 5 21 Report Basics Characteristics of Time Trace Reports You can specify time in either of two ways Asa specified number of data points in which case the distance along the baseline represents a fixed period of time and data older than this time is dropped from the left edge of the graph as new data is displayed at the right edge e As the time that has elapsed since the report was newly created or opened In this case over a period of time the scale of the baseline decreases to represent the total period since the report began A maximum of twelve hours can be displayed on one time trace The baseline is labeled with the clock time at the beginning and end of the trace Threshold ranges are represented by colored or patterned horizontal bands Caution and warning colors are those you select with the Option Configure Color Palette command but the normal band is the default color When the trace is at its highest distance above the baseline it represents the maximum value you set with the Options Configure Thresholds and Maximum Value command or the default maximum value if you do not choose one If no data is available at a particular time a special character appears on the graph If you position the cursor over this character a tool tip displays No data available Time trace values greater than the maximum value are indicated
35. actually it was not check to see if the printer was actually offline at the time the report was scheduled to be printed 7 40 Scheduling the Printing of a Historical Report Working with Reports Using the Controls on the Historical Report Window The Historical Report window has its own set of controls and indicators which perform the following functions E Spell dmiby Pegar Weed b MB e Epica eon D ap aes e fee BA e jm Dei lag ciet bonas a y Tenis Bi y Thetis Pr pla Chapter 7 AD ava ANM TEAL aras ARA TALL ATIF Fa e Tur 3 mH Tui eras El A aii pr BOMEVussaner bem E Export E mail this report Move Current Save the report in a format suitable for forward exporting to a spreadsheet or database orback 2d total application using Microsoft Word or Excel a page pages in Move to report first or Print the report lastpage uon in report Change the magnification of the view Using the Controls on the Historical Report Window 7 41 Working with Reports 7 42 Using the Controls on the Historical Report Window Displaying Information on External Wallboards Introduction BCMS Vu software lets you display information on actual wallboards external wallboards There are two different ways you can use the BCMS Vu software to display information on external wallboards You can create a Wallboard Display report on your monitor and send the report to an external wallboard You can type a short mes
36. all items in the Available list select Add All b To select individual splits skills or VDNs highlight each and select Add Creating a Real Time Text Report 7 11 Working with Reports c Use the Remove and Remove All buttons to remove splits skills and VDNs that you do not want to display d When all the splits skills or VDNs that you want to display are in the Selected list select Next 6 If you choose to create a Split Skill summary report from the Split Skill name pull down menu on this page select the split skill you want to display 7 To close the wizard and display the Real Time Text Report select Finish The Real Time Text Wizard closes and the Real Time Text report you have just defined appears in the BCMS Vu main window After you create a new report you can save it if you want to If you try to close a report without saving it a message appears asking if you want to save the report 7 12 Creating a Real Time Text Report Working with Reports Creating a Wallboard Display To create a Wallboard Display 1 Inthe File menu select New Report The New window appears 2 Select Wallboard Display Page 1 of the Wallboard Wizard appears Wallboard Properties Wizard Page 1 of 6 C Display data on physical wallboard 2e of wallboard s on which to display data Number of lines Two Lines Ferrograph Spectrum 20 Spectrum 26 PHI Spectrum 33 Help Cancel
37. an example of a Historical Report e E Y o 3 Q Bi Split skill daily Report Unsaved BLB Vu Sp liSkill D ily Report From 20388 To 516198 Laps of Week Included Sunday Monday Tuesday Wednesday Thursday Friday Saturday AVG AVG AVG TOTAL ACD SPEED ABAND ABAND TALE AFTER FLOW FLOW CALLS ARS CALLS TIME TIME CALL If OUT SpltAskilt Spli Skill Fame rent Acceptable Service Lawet 5 59m 9119 159 100 Dr 1 122011 17 100 aly 3 0014 ln 55 399033 153 9 302392 1 d 690058 10 L 566211 154 0 248140 103 0 1 7417 19 0 1 1119 17 0 180041 HII 0 118807 140 0 1 8800 140 0 253000 140 Lj 4 ion PPc 45901459 Total 459 100 delp press Fl la 1 e BCMSVu5Semer bemsw5 The format of columns that display length of time is minutes seconds Sample Historical Report 6 5 About Historical Reports Historical Report Attributes The following tables list the data items reported in the different categories of Historical Reports Data items are defined in Chapter 9 BCMS Vu Real Timeland Historical Report Data Items Agent and Agent Summary Split Skill Historical Report Historical Reports ACD Calls Abandoned Calls Agent ACD Calls Agent Name Average Abandoned Time Average External Time Average Speed of Answer Average Talk Time Average Staffed External Calls Average Talk Time Total After Call Flow In Total AUX Other Flow Out Total Available Time Split Skill Total Hold Time Split Skill Name Tot
38. box the first line of text remains on the display while other lines change 12 In the Length of time in seconds to hold each line of text still box type the number of seconds that you want each line of the display to be visible before it changes The display at the bottom of the window reflects your choice from the pull down menu on this page 13 Select Next Creating a Wallboard Display 7 19 D E vo m i oc lt S e Working with Reports Page 6 of the Wallboard Wizard appears Wallboard Properties Wizard Page 6 of 6 x Double click on an item to change its title Split Skill Split Skill Split Skill Name Split Skill Name ID Agent Login ID Time Time State lt Agent State gt Iv Show field names 14 If you check the box next to Show Field names both the abbreviated names and the full names of data items enclosed by lt gt brackets appear in the wallboard display on your monitor On external wallboards brackets are replaced by the data item value If you do not check the box only abbreviated names appear in the display on the monitor The fields labeled Line 1 Line 2 and so forth on Page 6 of the wizard reflect this choice In the example above the field names lt Agent Login ID gt and lt Agent State gt appear next to the abbreviated names ID and State Only the abbreviated names appear on the external wallboard and lt Agent Logi
39. by a distinctive mark at the maximum value level If you position the cursor over a time trace graph line the value and time of that point on the graph appears in a pop up window If there is no data available from the DEFINITY system the value of the trace is given as zero 5 22 About Time Trace Reports Report Basics Sample Time Trace Report The following illustration is an example of a Time Trace Report Split Skill summary time trace Unsaved Split Skill 31 T10 hu 31 ACD Calls 1 18 16 PM O Normal Values Creating a Time Trace Report To create a Time Trace Report refer to on page 7 22 O Caution Zone B warning Zone WM o m a a f Q About Time Trace Reports 5 23 Report Basics Time Trace Report Attributes The following table lists the data items measured by the different categories of Time Trace Reports Data items are defined in Chapter 9 Timeland Split Skill Summary Data Time Trace Split Skill Details Time Trace Abandoned Calls Calls Waiting ACD Calls Oldest Call Available Agents Total ACD Average Abandoned Time Total ACW Average After Call Total AUX Average Speed of Answer Total Available Average Talk Time Total Extn Calls Waiting Total Other Oldest Call Total Staffed Within Service Level Within Service Level Agent Data Time Trace VDN Data Time Trace ACD Calls Abandoned Calls Ext In Calls ACD Calls Ext Out Calls Average Abandoned Time Average Speed of Answe
40. calculation for Average After Call is Total Call Related ACW Time Number of Call Related ACW Sessions The average is for ACW sessions which may not correspond to the number of ACD calls either because some ACD calls did not have ACW time or because the call was recorded in another interval 9 4 Data Items Real Time Reports BCMS Vu Real Time and Historical Data Items Data Items Real Time Reports Data Item Report Type Definition Average Speed of Answer Split Skill Summary Graph The average amount of time it takes before ACD calls are being answered This value includes time waiting in the queue and time ringing at the agent The calculation is Sum of Each Completed Call s Time In Queue Time Ringing Total Number of ACD Calls Answered Keep the following things in mind Calls that flow in from other split s skill s do not include time in queue from the other split skills in this calculation Also the AVG SPEED ANS does not include time spent in processing before the call is queued for example listening to a forced first announcement A completed call may span more than one time period ACD calls that are in process have not terminated are counted in the time period in which they terminate For example if an ACD call begins in the 10 00 to 11 00 time period but terminates in the 11 00 to 12 00 time period the data for this call is counted in the 11 00 to 12 00 time p
41. displays a brief description of menu commands when the commands are highlighted by the mouse pointer and displays a description of a toolbar button when the mouse pointer is positioned over the button The status bar also has two status indicators Download When data is being downloaded from the DEFINITY Status system this indicator displays status messages relating to the download 2 16 The BCMS Vu Server Main Window BCMS Vu Server Basics Connection When BCMS Vu Server is connected to the DEFINITY Status system the status bar shows icons of a large and small PC connected by moving colored dots When BCMS Vu Server is disconnected from the DEFINITY system only one icon appears The download status and connection status are not visible or active if the Status bar is disabled from the View menu Server Action Area The Server Action area is the area of the Server application where windows resulting from menu selections appear N E vo m i ic lt S Q The BCMS Vu Server Main Window 2 17 BCMS Vu Server Basics Using BCMS Vu Server On Line Help You can get on line help for the following Toolbar buttons and menu options The BCMS Vu window you are working in e A particular BCMS Vu topic or function For information about a toolbar button or menu option move the mouse pointer over the item Brief information or instructions will appear either in the status bar at the bottom of the BCMS Vu main window
42. example if an agent is on a non ACD call from 9 55 to 10 05 the call and ten minutes of EXTN time are recorded in the 10 00 to 11 00 time interval Because the agent report includes some call related items and some interval based items the sum of all items for a given hour may not exactly equal 60 minutes 9 20 Data Items Historical Reports BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Item Report Type Definition Total AUX Other Split Skill The total amount of time that agents spent in the AUX auxiliary work mode or in the Other state in all split skills This value does not include the time agents spent on another split skill s calls or in ACW for another split For the ECS this value includes time spent on non ACD calls while in AUX for this split For G3V4 this value does not include time spent on non ACD calls while in AUX For example AUX TIME is accumulated whenever any agent logs into the split and Receives an EXTN call while in AUX or AVAIL state Makes an EXTN call while in AUX or AVAIL state Presses his her AUX button The AUX Othertime measurement is time interval based since it is not directly related to a call For example if an agent is in AUX from 9 55 to 10 05 then five minutes is recorded in the 9 00 to 10 00 time interval and five minutes is recorded in the 10 00 to 11 00 time interval Total Avail Time Agent The
43. 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 Technical Service Center Toll Fraud Intervention Hot line at 1 800 643 2353 Trademarks BCMS Vu Intuity Message Manager CentreVu Agent and CentreVu Supervisor are trademarks of Lucent Technolo gies DEFINITY is a registered trademark of Lucent Technolo gies IBM is a registered trademark of International Business Machines Corp INTEL and Pentium are registered trademarks of Intel Cor poration Microsoft MS MS DOS and Windows are registered trademarks of Microsoft Corp Sun and Solaris are registered trademarks of Sun Microsys tems Inc SPARCserver is a registered trademark of SPARC Interna tional licensed exclusively to Sun Microsystems Inc Symantec and pcANYWHERE are trademarks of Symantec Corp UNIX is a registered trademark of Novell Inc in the United States and other countries licensed exclusively through X Open Corporation All other product names mentioned herein are the trade marks of their respective owners Ordering Information Call Lucent Technologies Publications Center Voice 1 800 457 1235 International Voice 317 361 5353 Fax 1 800 457 1764 International Fax 1 317 361 5355 Write Lucent Technologies
44. holding an ACD call or ring time at the agent The calculation is AVG TALK TIME Total ACD Talk Time Total Number of ACD Calls Answered Avg Talk Time Split Skill The average amount of time agents talked on ACD calls split skill and direct agent for this split skill The calculation does not include time that the call was ringing at an agent or time the call spent on hold The calculation is AVG TALK TIME Total ACD Talk Time Total Number of ACD Calls Answered Calls Busy Disc VDN The total number of calls that were forced busy or forced disconnect during the current interval Conn Calls VDN The total number of calls completed during this interval that routed to a station attendant or announcement and were answered there or calls that were answered in an unmeasured split skill Extn Calls Agent The total number of non ACD incoming and outgoing calls completed by this agent during the reporting interval Only those non ACD calls that are originated and or received while the agent is logged into at least one split skill are counted 9 14 Data Items Historical Reports BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Report Definition Item Type Flow In Split Skill The number of calls that the split skill received as a coverage point or that call forwarded to this split skill from another internally measured split
45. location of database If database is in incorrect location correctly specify the location Refer to Chapter 4 Configuring and Managing BCMS Vu Software of BCMS Vu Software User Guide 585 217 102 If database location is correct and problem persists contact Lucent Technologies Lack of proper user Be sure you have the permission following permissions Display Admin and Maint Data and System Measurements Improper Be sure you are using the username password correct username password combination Try manual login on SAT There is no data in the database for the Absolute dates specified Verify that the Absolute dates are correct 10 6 Resolving Problems Troubleshooting Historical Data Downloading Problems Problem Probable Cause Action Historical data downloads not occurring at scheduled times BCMS Vu user was shut down at scheduled download times Find out if BCMS Vu was shut down at time of scheduled download 1 Log in to the DEFINITY system 2 Execute command list history 3 Verify that BCMS Vu user was logged in at the scheduled download times If it was not logged in make sure it is always logged in at scheduled download times If it was logged in at scheduled download times make sure database location is correctly specified See Chapter 4 Configuring and Managing the BCMS Vu Software of BCMS Vu So
46. meaning that the wallboard is properly registered and connected to a PC If you select No you are told that the test failed and why it failed The following conditions will cause a failure The wallboard is not connected to the specified port on the specified PC Wallboard software is not running on the PC to which the wallboard is attached e The wallboard is not properly registered The wallboard address is not correct The wallboard has a poor physical connection Registering Clients Client registration is page 7 of the wizard you are presented when you start BCMS Vu Server the first time and when you choose First Time in the Options Configure menu To register a Client with a Server you must be in the BCMS Vu Server application 1 3 In the Options Configure menu select Clients The Registered Clients window appears If you want to register a Client that is not listed in the Registered Clients column double click on Add Client or select Add A window entitled Client Registration appears Enter the Windows Login ID of the Client that you want to register Configuring BCMS Vu from the Server 4 13 Configuring and Managing the BCMS Vu Software The Registered Clients window reappears 4 To exit the wizard select Save About Shares Certain configuration information for example saved reports and Client and Wallboard configurations is stored in the Server folder Th
47. menu select Switch Connection or From the Options Configure menu select First Time The Enter a login and password window appears 2 Inthe Login Name box type the login that will be automatically supplied to the DEFINITY system when you connect to the DEFINITY 4 4 Configuring BCMS Vu from the Server Configuring and Managing the BCMS Vu Software system The login must match the BCMS Vu login name administered on the DEFINITY system This DEFINITY system login must have the following a permissions Display Admin and Maint Data e System Measurements The DEFINITY system login must not be a service login Refer to BCMS Vu Login and Password in Chapter 2 of BCMS Vu Software R2 Installation Guide 5850 217 103 3 In the Login Password box type the password that is associated with Login Name It must match the password for the BCMS Vu login on the DEFINITY system If the following conditions exist you must change the password on the DEFINITY system and in BCMS Vu Server for that login Password aging for the BCMS Vu logon is in effect on the DEFINITY system and Aging is in effect for the login that BCMS Vu Server uses to access the DEFINITY system and The password expires To eliminate this problem altogether you may turn off password aging on the DEFINITY system add login form To do this leave the password aging field in the next screen blank To change login passwords refer to
48. name administered this field displays EXT XXXXX where XXXXX is the VDN s extension Data Items Real Time Reports BCMS Vu Real Time and Historical Data Items Data Items Historical Reports Data Item Historical Reports Data Report Definition Item Type All Busy Trunk The percentage of time that all the trunks in this trunk group were busy on calls or maintenance busy during this interval The calculation is ALL BUSY Total time all trunks busy x 100 Time Interval where all trunks busy is the sum of all times when all trunks were simultaneously busy In Split Skill The percentage of ACD calls completed during the interval Service that were answered within the administered service level Level IN SERVICE LEVEL acceptable x 100 offered where acceptable are ACD calls answered whose wait time was less than or equal to the administered service level for the split skill and offered includes all calls that queued to the split skill those that were answered those that abandoned those that outflowed and those that were queued to another split skill and were handled in that split skill Data Items Historical Reports 9 9 e E vo m e ic K Q BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Item Report Type Definition In Service Level VDN The percentage of ACD connect c
49. of a toolbar button when the mouse pointer is positioned over the button Report Display Area The report display area is the area of the application where BCMS Vu displays new and existing real time and Historical Reports It also displays activities shown in windows such as setting threshold and alert windows Connection Status If there is an active connection between the Client and a Server three icons connected by moving dots appear in this area one icon symbolizing the Client one the Server and one the DEFINITY system 3 14 The BCMS Vu Client Main Window BCMS Vu Client Basics If there is no connection between the Server and the DEFINITY system the DEFINITY system icon is covered by a red X If there is not an active connection between the Client and a Server an icon covered by a red X and the words No Server connected appear in this area The connection status will not be visible or active if the status bar is disabled from the menu Server Name If there is an active connection between the Client and a Server the Server name and the Server PC name appear in this area ise E vo m i ic lt S Q The BCMS Vu Client Main Window 3 15 BCMS Vu Client Basics BCMS Vu Client On Line Help You can get on line help for the following Toolbar buttons and menu options The BCMS Vu window you are working in e A particular BCMS Vu topic or function For information about a tool
50. one graph Real Time Pie Charts indicate the balance for one split skill agent or VDN by showing the relative values of certain items Wallboard Displays are easy to monitor for actual values and for values that vary widely For example you might display oldest call waiting values for several splits skills You can open several Real Time Graphs Real Time Pie Charts and Wallboard Displays at the same time This means that you can be very flexible about how data are grouped and displayed You can send data from any Wallboard Display to several external wallboards so that your agents or others in the call center can see the information 5 2 Which Type of Real Time Report Shall Use Report Basics About Real Time Graph Reports BCMS Vu Real Time Graphs provide periodically updated images of the current status of the call center The first time you open a BCMS Vu Real Time Graph report you use the New Report option in the File menu to create the report After you have created and saved a Real Time Graph report you can access the report using the Open Reports option on the File menu You can specify that the bars on a Real Time Graph Report be either horizontal or vertical The numeric value of each item will be displayed next to the bar that represents it This section includes the following sub sections Categories of Real Time Graph Reports Sample Real Time Graph Report Tings to remember about Real Time Gra
51. or as a tooltip For information about any BCMS Vu window you are working in press the F1 key or select a Help button if one is displayed in the window To select a particular topic or read about BCMS Vu functions choose Help Topics from the Help menu 2 18 Using BCMS Vu Server On Line Help BCMS Vu Client Basics Introduction This chapter describes the main features of BCMS Vu Client software It includes the following topics s ing BCMS Vu Client Starting BCMS Vu Client software isconnecting BCMS Vu Client from a Server ing BCMS Vu Client software to a Server Exiting BCMS Vu Client software e Understanding the BCMS Vu Client main window e BCMS Vu Client Online Help e Fri las J Un A le a 5 3 e 5 rt 3 a 3 o amp un 5 Introduction 3 1 BCMS Vu Client Basics What Can I Do Using BCMS Vu Client Use BCMS Vu Client to Connect to a server Receive real time data from the DEFINITY system and display it in textual and graphical form on a PC monitor Print real time textual reports Display real time data As Wallboard Displays on a monitor that mimic the display capabilities of external wallboards used in call centers On several types of external wallboards Select the data items you want to display when you define a real time report or Wallboard Display Specify alerts on real time data items to provide a visual or visual audible indication that the item has exceed
52. skill during this interval This also includes calls answered in this split skill as the second or third split skill to which they queued and calls that were redirected from this split skill by redirection on no answer This item is recorded immediately when it occurs not at the end of the call Data Items Historical Reports 9 15 e E vo m i ic K Q BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Report Definition Item Type Flow Out Split Skill The total number of calls queued to this split skill that were e Successfully sent to the split skill s coverage point after queuing for the specified don t answer interval This does not include calls that went to coverage based on any other criterion e Forwarded out via call forwarding Forwarded out via a route to station extension vector step Answered via the Call Pickup feature Forwarded out via Look Ahead Interflow First queued to this split skill and then were answered by the second or third split skill queued to Redirected back to this split skill or its coverage path due to Redirect On No Answer timing FLOW OUTs are recorded when a call ends When calls are queued to multiple splits skills at one time inflows and outflows become a bit more complicated If a call queued to more than one split skill is answered in a non primary split skill that is the second or third split skill
53. to which it is queued an outflow is recorded in the statistics for the primary split skill and an inflow and an answer are recorded in the statistics for the answering split skill For example suppose there are three splits numbered 1 through 3 A call queues for split 1 since all agents are busy in this split The call then goes into queue for splits 2 and 3 An agent in split 3 answers the call In this example an outflow is recorded in the statistics for split 1 and an inflow and an answer are recorded in the statistics for split 3 A dequeued call is counted for split 2 If the call is answered in the primary split no inflows or outflows are recorded for any split Splits 2 and 3 record the call as dequeued 9 16 Data Items Historical Reports BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Report Definition Item Type Flow Out Split Skill If a call queued to three splits for example splits 1 2 and 3 Continued with split 1 being the primary split encounters a route to command that sends the call to another VDN an outflow is recorded in the statistics for split 1 If this other VDN queues the call to splits 4 and 5 and the call is answered in split 4 an answer is recorded in the statistics for split 4 However no inflow is recorded to the statistics for split 4 If the call is answered in split 5 an outflow is recorded for the statistics for spl
54. type of hardware key installed 10 40 Error Codes Troubleshooting ID Description Resolution 4002 The Server attempted to share a Check that file sharing is directory so that Client machines enabled and that the Server could access configuration files login has appropriate This attempt failed because permissions If necessary create lt error text gt a share manually sharing the paths specified in Options Configure Sharing Setup 4003 Unexpected loss of connection to Check network connectivity Client lt name gt The client between Server and Client If this machine may have been turned happens inexplicably and often off or disconnected or the Client contact Lucent Technologies may have hung 4004 Attempted login by Advisory only Use unregistered Client name A Options Configure Client on client has attempted tologinand the BCMS Vu Server to add client is not registered with the Server permissions 4100 Modified Administration Object Advisory only by login etc Administrative event the Server setup has been changed 4101 Registration of Client by login Advisory only new Client Administrative event a Client has been registered with the Server 4102 Removal of Client by login Advisory only old login Administrative event a Client has been unregistered from the Server Error Codes 10 41 o i 7
55. value of the item that can be reported However the chance of a field in a Historical Report overflowing other than a time field is exceedingly small Each line of data in The database may be Compact the database historical data report is fragmented Refer to Compacting the duplicated on the next in Chapter 4 line Scheduled Historical If you specify Print to Donotschedule a Historical Report to print to file file when you schedule Report to print to a file and it did not happen the printing of Historical Reports when the time to print arrives the program requests that you enter a file name and waits until one is supplied Resolving Problems 10 9 RE vo gt i x f e Troubleshooting Historical Report Problems Problem Probable Cause Action Scheduled Historical If BCMS Vu Server or Check error log If printing Report printing did not Client is closed or if is recorded find out if occur and this is not printer is not operating BCMS Vu Server or Client recorded in the error when printing is was closed at the scheduled log scheduled this is not time or if printer was not indicated in the error log operating Error log records only successful scheduled printing Scheduled Historical If you remove a printer Change the printer to which Report prints on a from your printer list the report is targeted printer that was scheduled reports t
56. 13 lt Remove 4214 T10 agent 421 4 4215 T10 agent 4215 lt Remove All 4216 T10 16 8 Chapter 7 agent 42 421 T10 agent 421 4218 T10 agent 421 FAN tatinn RANZ zl Help Cancel lt Back Next gt Depending on what you selected in step 3 select the split s skill s agent s trunk s or VDN s you want to report on a To choose all items in the Available list select Add All b To choose individual items highlight each and select Add c Use the Remove and Remove All buttons to remove items that you do not want to display When all the agent s split s skill s trunk s or VDN s you want to display are in the Selected list select Next Creating a Historical Report 7 27 Working with Reports The Select the time period for the report window appears Historical Report Wizard Page 3 of 6 Select the time period for the report Daily Weekly Monthly Quarterly Help Cancel lt Back Next gt 7 Select the radio button next to the time unit that you want the report to include Available time units are Interval Daily Weekly Monthly and Quarterly If you select Interval each line of the report contains summary information covering one interval If you select weekly each line of the report contains summary information covering one week 8 Select Next a Ifyou select anything except Interval on page 3 of th
57. 95 and Symantec pcANYWHERE installed on the Server or Client PC Lucent Technologies certifies that BCMS Vu software has been tested and found to run co resident with Microsoft Office and Symantec pcANYWHERE Lucent makes no claims whatsoever as to the compatibility of BCMS Vu software with any other software application Remove incompatible application s and restart BCMS Vu 10 18 Resolving Problems Troubleshooting Miscellaneous Problems Problem Probable Cause Action For Windows NT 4 0 Insufficient memory Check for enough disk free only allocated for paging file space size Received a message reporting a virtual memory error or memory allocation error 1 Select Control Panel System Performance Always use at least the file size recommended by Windows 2 On the Performance tab in the Virtual Memory box select Change 3 In the box labeled Total Paging File Size for all Drives note the number next to Recommended 4 Enter this number in the box labeled Maximum Size MB 5 Select Set 6 Exit the Control Panel e o i 8 E Q Resolving Problems 10 19 Troubleshooting Miscellaneous Problems Problem Probable Cause Action For Windows 95 Received a message reporting a virtual memory error or memory allocation error Insufficient memory allocated for paging file size
58. Clients are logged out when you repair the database To repair a corrupted database 1 Inthe Options menu select Repair Database or select the Repair Database toolbar button 2 In the window that appears select Repair Corrupted Database The buttons in the window become gray temporarily When the operation finishes or fails the grayed items become normal If the operation fails an error notice appears 3 To exit the window select Finish Re indexing the Database After you repair the database update the database index that allows reports to be quickly created To re index the database 1 Inthe Options menu select Repair Database or select the Repair Database button on the toolbar 2 Inthe window that appears click on Rebuild the Table Indices The buttons in the window become gray temporarily When the operation finishes or fails the grayed items become normal If the operation fails an error notice appears 3 To exit the window select Finish 4 26 Managing BCMS Vu Historical Data Configuring and Managing the BCMS Vu Software Compacting the Database A database can become fragmented It is a good idea to compact the database periodically This ensures the integrity of the database and regains hard drive disk space by reducing the size of the database To compact the database 1 Inthe Options menu select Repair Database or select the Repair Database button on the toolbar 2 In th
59. Displays Time Trace Reports The remainder of the chapter describes in detail the five types of real time reports The sections included in this chapter are Which type of real time report shall I use About Real Time Graph Reports About Real Time Pie Chart Reports About Real Time Text Reports About Wallboard Displays About Time Trace Reports Introduction 5 1 Report Basics Which Type of Real Time Report Shall Use To get the most value from displaying real time data you should consider the following Real Time Graphs Real Time Pie Charts and Wallboard Displays are not just different ways of displaying the same data Each has strengths and weaknesses Real Time Text reports display the same information that is available on a BCMS SAT screen Youcan be notified of thresholds being met on all types of real time reports except Real Time Pie Charts You usea Real Time Text report when you want to report on a large number of items Real Time Graph report Real Time Pie Chart report or Wallboard Display to report on a smaller number of items e Time Trace report when you want a visual display showing how one item changes over time When you decide between a Real Time Graph Real Time Pie Chart or Wallboard Display you should consider the following Real Time Graphs are easy to monitor for anomalies and imbalances For example you can monitor several splits skills agents or VDNs on
60. Graph Report Working with Reports The specific window that appears depends on the type of data you selected on the first window For example the following window appears if you select the radio button next to Agent summary Real Time Graph Properties Wizard Page 2 of 4 x Selectthe split skill for which to graph agent data Split Skill name 3 Marketing Available Agents 5555 Schwarz W J 0 Peters Greg 4 Peterson C N Pd 66 Gitleson HM Chapter 7 Selected Agents 5 Select the splits skills agents or VDNs as appropriate that you want to include on the display a If there is a pull down menu on the wizard page choose one item from the menu If there are Available and Selected windows on the wizard page select one or more items from the Available list 1 To select all items in the Available list select Add All 2 To select individual items highlight them and select Add 3 Usethe Remove and Remove All buttons to remove items that you do not want to display Creating a Real Time Graph Report 7 3 Working with Reports 6 Select Next The next window that appears which depends on the type of data you selected on the first window asks you to choose the attributes that you want to measure in the report For example the following illustration shows the window that appears if you chose the radio button next to Agent summary Real Time Graph Properties Wizard Page 3
61. If any of these application names is there highlight it and select the End Task or End Process Button Another application on the PC is not responding BCMS Vu is performing a historical data download Wait for the download to finish Consider rescheduling the historical data download for a time of day when you are not using the PC When you upgrade from one version of R2 to another version the old error log remains unchanged This is normal Old entries will remain in the error log New entries will be added as they Occur None 10 16 Resolving Problems Troubleshooting Miscellaneous Problems Problem Probable Cause Action Error 1111 Message Microsoft DAO Reinstall DAO stating that DAO did installation failed not install correctly 1 Close all applications 2 Insert the BCMS Vu CD ROM into the CD drive 3 In the BCMS Vu R2 Master Setup window select Exit 4 In My Computer or Explorer select the CD ROM drive 5 In the folder Server dao disk1 double click on setup exe The program will correctly install DAO o i 8 E Q Resolving Problems 10 17 Troubleshooting Miscellaneous Problems Problem Probable Cause Action Unexpected symptoms such as processor hanging and or error messages indicating a memory allocation problem Programs other than Microsoft Office
62. Lucent Technologies Bell Labs Innovations BCMS Vu M Software R2 User Guide 585 217 102 Comcode 108226937 Issue 1 June 1998 Copyright 1998 Lucent Technologies All Rights Reserved Printed in U S A Notice Every effort was made to ensure that the information in this book 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 telecommu nications system by an unauthorized party for exam ple 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 sys tem and if toll fraud occurs it can result in substantial additional charges for your telecommunications ser vices 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 read ing all installation instruction and system administra tion 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 or will prevent unauthorized use of common carrier telecommunication services or
63. Omninames is running or stop and restart the Server 7001 Internal software error Contact Lucent Technologies 7011 The process you were trying to Make sure the process is running contact is missing hung or properly Retry the operation unable to complete the operation Restart the process if necessary in time Note if the problem is a DEFINITY system connection try powering down the data module and powering it up again 7012 Internal software error Contact Lucent Technologies 7013 The login attempt has failed or Check password and login for timed out BCMS Vu and the DEFINITY system 7014 Call not completed The device Verify that the hunt group could not be connected to extension for Netcon channels is correct 7015 Unknown exception caught by Retry the operation Contact default Lucent Technologies 7101 Serial port does not exist Check the serial port COM Port selection under Options Configure Switch Connection Error Codes 10 43 E vo m i ic E Q Troubleshooting Description Resolution 7102 Serial port in use Find out what else could be using the Serial port If nothing is try restarting the Connection Server Refer to Troubleshooting in this chapter 7103 Serial port failure Make sure the data module or wallboard is securely plugged in Refer to Troubleshooting in this chapter 7104 Serial port lost carrier Make sur
64. R2 Preface Installation Guide 585 217 103 The user guide is organized into the following chapters hapter hap 2 EY C ks 1 1 N hapter o on hapter N hapter Introduction Specifies the hardware and software environment needed to run BCMS Vu software and describes the features and benefits of the software BCMS Vu Server Basics Describes how to start the BCMS Vu Server software and how to access the features of the software BCMS Vu Client Basics Describes how to start the BCMS Vu Client software and how to access the features of the software Configuring and Managing BCMS Vu Software Describes how to configure BCMS Vu software to use with the DEFINITY system and external wallboards and how to maintain the software and database for maximum results Understanding Real Time Reports Describes the types of real time reports available Understanding Historical Reports Describes the types of Historical Reports available Working with Reports Describes how to create edit save open and print reports Contents of This Document P 3 Preface Chapter 8 hapter 10 Displaying Information on External Wallboards Describes how to display the contents of Wallboard Displays on external wallboards and how to broadcast messages to external wallboards BCMS Vu Real Time and Historical Report Data Items Defines the data items used in reports Troubleshooting Provides possible solutio
65. Real Time Reports This table defines data items used in real time reports Data Items Historical Reports This table defines data items used in historical reports Data items with the same name can have different definitions in different types of reports Introduction 9 1 BCMS Vu Real Time and Historical Data Items Data Items Real Time Reports Data Items Real Time Reports Data Report Definition Item Type Within Split Skill Percentage of calls offered to the split skill that completed Service Detail during the interval and were answered within the acceptable Level Graph Service level This represents a target level of service that is a measure of split skill performance For example a split s service objective might be to answer 90 of calls within 20 seconds the acceptable service level This field is blank if no calls have been recorded for this time interval or if there is no Acceptable Service Level administered on the Hunt Group form Within Split Skill Percentage of calls offered to the split skill that completed Level Summary during the current interval and were answered within the Graph administered acceptable service level The calculation is based on the following IN SERV LEVL acceptable x 100 offered where acceptable are ACD calls answered whose wait time was less than or equal to the administered service level for the split skill and offered includes al
66. Remove historical data from the PC Back up folders and files Re index the database Compact the database e Manage memory allocation A miscellaneous BCMS Vu function you manage is downloading BCMS data After you initially configure BCMS Vu software you can change the configuration options 4 2 Introduction Configuring and Managing the BCMS Vu Software Configuring BCMS Vu from the Server The BCMS Vu Server contains four configuration wizards The Switch Connection Configuration Wizard lets you connect to the DEFINITY system whose activity you want to measure The Downloads Configuration Wizard lets you schedule historical data downloads from the DEFINITY system The Wallboards Configuration Wizard lets you register the wallboards connected to PCs on the network The Clients Configuration Wizard lets you register the Clients that you allow to connect to the Server Normally you run each of these wizards individually The first time you open BCMS Vu Server however you are presented with the Switch Connection Downloads and Clients wizards as successive parts of a larger wizard You can also access this larger wizard by selecting First Time in the Options Configure menu As you finish each of the three individual wizards you select Next to move to the next wizard and after the last window of the Clients wizard you select Finish to close the wizard If you want to access only one of the
67. S Vu Functions Downloading BCMS Data BCMS Vu continually monitors real time measurements for as long as it is connected to the DEFINITY system However it downloads administration and descriptive data such as agent and split skill names only during a historical data download If you want to download organizational and descriptive data at any other time do the following Select Update BCMS Data from the Options menu The Download Status indicator in the status bar shows the progress of the download The following data which is internally measured on the DEFINITY system is downloaded to BCMS Vu Split Skill names numbers and acceptable service levels Agent names and numbers BCMS VuStats logical IDs if Validate Y on the DEFINITY system for non EAS only Split members for non EAS only Trunk Group names and numbers lt F E vo m i ic lt S e VDN names numbers and acceptable service levels if Vectoring Y on the DEFINITY system Managing Miscellaneous BCMS Vu Functions 4 29 Configuring and Managing the BCMS Vu Software 4 30 Managing Miscellaneous BCMS Vu Functions Understanding Real Time Reports Introduction This section of this chapter introduces you to Real Time Reports and tells you how to decide what type of report fulfills a particular need The five types of real time reports available are Real Time Graph Reports Real Time Pie Chart Reports Wallboard
68. Server software BCMS Vu Wallboard software configure Client 2 corra bp ae cee ee Y external wallboard b nu EC CC Configure menu Cl 424mm doe RS bin MEE connect to a DEFINITY system to a Server Connect to Server menu connectionlog Index connection status download status Clients ius ood oe a des downloading historical data GETE EE ERE terminate 00 ConnectionServer conventions used in user guide E co residency with other software E cee knee ea rid correcting problems date lo laa teen Run ae error description Historical Reports 6 47 26 2 33 1 A Real Time Graph R t Error log ii e oes TE M Ge Error Log menu Real Time Pie Chart Reports Exit n ni Real Time Text Reports Client 3 10 Time Trace Reporis a ea E Cia A E EE 2 11 Wallboard Display Reports exiting customer options field ao aa BCMS Vu Client software BCMS Vu Server software D BCMS Vu Wallboard software data exporting Historical Reports daly sorer ob s oed m een external wallboard 8 1 18 3 how the DEFINITY system stores broadcast message o o o interval 6o ke m eee broadcast message to loss when DEFINITY system is reset configuring sess data items f at r S vu a e Romo p coe Historical Repo
69. Such as reverse assembly or reverse compilation to derive a source code equivalent to the Software Lucent may charge You a reasonable fee for the provision of such information Copies You may make copies of the Software however you may not execute more than one instance of the Server Software at any one time and more instances of the Client Software at any one time than the number of Single User Licenses purchased and owned by you You may not copy Documentation unless it carries a statement that copying is permitted All proprietary rights notices must be faithfully reproduced and included on all copies Ownership Ownership of and title to the Software and Documentation including any adaptations or copies remains with Lucent and or its licensors Restrictions You agree not to rent lease sublicense modify or time share the Software or Documentation Termination This Agreement shall automatically terminate if You breach any of the terms or conditions of this Agreement You agree to destroy the original and all copies of the Software and Documentation or to return them to Lucent upon Termination of this License License Agreement LIMITED WARRANTY AND LIMITED LIABILITY 1 Compatibility The Software is only compatible with certain computers and operating systems THE SOFTWARE IS NOT WARRANTED FOR INCOMPATIBLE SYSTEMS 2 Software Lucent warrants that if the Software fails to substantially conform to the specifications in the Do
70. The following message appears HyperT erminal You are currently connected Are you sure you want to disconnect now No 22 Select Yes The following message appears HyperT erminal El 2 Do you want to save session Data Module Test To exit HyperTerminal without saving the data module test session select No e E o i i E Q Troubleshooting the Data Module 10 37 Troubleshooting Error Codes Error codes their descriptions and error resolutions are listed in the table below ID Description Resolution 500 Internal software error Contact Lucent Technologies 501 Resource error a resource could Under normal circumstances the not be obtained for some reason software tries this operation again This is a problem only if it happens repeatedly 502 Internal software error Contact Lucent Technologies 6xx Problem accessing file Generally advisory only BCMS Vu will create the file automatically 1000 Internal software error Contact Lucent Technologies 1001 A historical download command Check that the DEFINITY system cannot be executed connection is functioning 1002 Missing or incorrect fids in reply BCMS Vu will recover from this from DEFINITY system problem automatically If it happens often check the DEFINITY system connection serial port and so forth 1003 The command scheduler has Restart the connection If this exited abruptly fails
71. Time is always expressed in 24 hour format Start and stop times are optional Reports always start at the earliest time interval either hour or half hour If no start time is given the oldest time interval is the default A stop time requires an associated start time If no stop time is given the last completed time interval hour or half hour is the default If no start time or stop time is given the report displays data accrued for the previous 24 time intervals If you specify day in the command and do not include a start day or stop day the report displays data accrued for the previous six days and data accrued through the most recently completed interval hour or half hour for the current day Total After Agent The total amount of time that the agent spent in ACW work Call states whether related to an ACD call or not for all splits skills during the reporting interval This includes time agents spent on extension in and extension out calls while in the ACW work mode For the DEFINITY system this does NOT include time agents spent on extension calls while in ACW for G3V4 If an agent entered ACW in one interval but ended ACW in another interval the appropriate amount of ACW time is credited to each of the intervals e E vo m i ic K Q Total After Split Skill The amount of time that the agents in this split skill spent in Call call related or noncall related ACW mode during the reporting interval This val
72. Troubleshooting Wallboard Problems Problem Probable Cause Action Wallboard display does Server program has been Reconnect Server PC not change for several closed or Server PC has and or restart Server minutes been disconnected software Server cannot register COM Port larger than 8 Use a COM Port number wallboard specified in COM Port from 1 through 8 setting After you try to register Another Server is Wait until the other Server a wallboard you select accessing the wallboard has finished accessing the Test Connection You wallboard do not see Test Message on the wallboard even though you are sure that the wallboard is properly connected and that you entered the correct matching name and COM Port number Ferrograph wallboards Nature of Ferrograph None only wallboard If wallboard is disconnected while you try to write to it no message is sent reporting that the wallboard can t be contacted e o i 8 E Q Resolving Problems 10 15 Troubleshooting Miscellaneous Problems Problem Probable Cause Action Another application on the PC freezes User started to close BCMS Vu but closing was not completed 1 Press CTRL ALT DEL to open the Windows 95 Close Program window or the NT 4 0 Task Manager window 2 Look for BCMSVusServer bemsvuclient omniNames exe and ConnectionsServe 3
73. Vu OY x File Edit Options View Window Help c psp ajaj 2 Split skill summary display Unsaved Al E DEFINITY 7 For Help press F1 Creating a Wallboard Display To create a Wallboard Display refer to Creating a Wallboard Display on page 7 13 WM o m a a f Q About Wallboard Displays 5 19 Report Basics Wallboard Display Attributes The following tables list the data items measured in the different categories of Wallboard Display Reports Data items are defined in Chapter 9 BCMS Vu Real Time and Historical Report Data Items Splits Skills Summary Split Skills Details Available Agents Acceptable Service Level Abandoned Calls Calls Waiting ACD Calls Oldest Call Average Abandoned time Split Skill Average After Call Split Skill Name Average Speed of Answer Total ACD Average Talk Time Total ACW Calls Waiting Total AUX Direct Agent Call Total Available Oldest Call Total Extn Split Skill Name Total Other Within Service Level Total Staffed Within Service Level Agent Summary VDN Summary ACD Calls ACD Calls Agent Extension Abandoned Calls Agent Login ID Average Abandoned Time Agent Name Average Speed of Answer Agent State Average Talk Hold Time EXT In Calls Calls Busy Disconnected EXT Out Calls Calls Waiting Split Skill Connected Calls Split Skill Name Flow Out Time Oldest Call VDN Name 5 20 About Wallboard Displays Within Service Level Report
74. a window appears 7 Select the kind of purging you want to take place and fill in the interval in the box that opens If you do not choose automatic purging you need to use the Delete records menu command or the corresponding toolbar button periodically to reduce the size of the database 8 To schedule the download and close the configuration wizard select Finish If you entered the Switch Connection Configuration Wizard by selecting Options Configure First Time or if this is the first time you have gone through the wizard and you want to continue to the Client Configuration Wizard select Next BCMS Vu software is Year 2000 compliant You should have lui no problems with historical data when the year 2000 begins lt F E vo m i o f e Configuring BCMS Vu from the Server 4 9 Configuring and Managing the BCMS Vu Software The amount of data you leave in your historical database is a matter of choice You will probably want to use a hard disk with a large storage capacity and save at least five years of daily data and six months of interval data in order to track trends effectively After you decide how long you want to save historical data use the formula below to determine approximately how much disk space you need For splits skills agents VDNs and trunk groups measured by BCMS the following formula is an approximate guide to the space required in megabytes for each day s historical data splits ski
75. a unique threshold for each data item for each split skill agent or VDN For example you can designate an upper caution value of 5 minutes for Average Speed of Answer for all split skills except Service and an upper caution value of 3 minutes for Service To do this 1 Under the category Split Skill designate an upper caution value of 5 minutes for Average Speed of Answer see above 2 Expand Average Speed of Answer click on 3 Highlight Service 4 Set the upper caution value to 03 00 Now a caution alert will go on when the Average Speed of Answer for calls to Sales exceeds 3 minutes and when it exceeds 5 minutes for calls to all other splits skills Setting Thresholds and Maximum Values To set Thresholds and Maximum Values 1 In the Options menu select Configure 2 Select Thresholds and Maximum Values lt F E vo m i ic lt S e The Thresholds and Maximum Values window appears 3 Inthe tree structure in the window on the left side of the wizard window open either Split Skill Agent summary or VDN summary depending on whether you want to set a threshold for a split skill agent or VDN data item by selecting the next to the name of the category 4 Select the data item for which you want to set thresholds When you have highlighted the name of a data value the name will appear just above the Maximum Bar Height box on the right side of the window Config
76. ailable categories of Real Time Graph Reports and the data items that you can choose to measure in each Data items are defined in Chapter 9 BCMS Vu Real Timejand Split Skill Summary Graph Report Split Skill Details Graph Report Abandoned Calls Calls Waiting ACD Calls Oldest Call Available Agents Total ACD Average Abandoned Time Total ACW Average After Call Total AUX Average Speed of Answer Total Available Average Talk Time Total Extn Calls Waiting Total Other Oldest Call Total Staffed Within Service Level Within Service Level Agent Summary Graph Report VDN Summary Graph Report ACD Calls Abandoned Calls EXT In Calls ACD Calls EXT Out Calls Average Abandoned Time Average Speed of Answer Average Talk Hold Time Calls Busy Disc Calls Waiting Connected Calls Flow Out Oldest Call Within Service Level Creating a Real Time Graph Report o create a Real Time Graph Report refer to on page 7 2 5 8 About Real Time Graph Reports Report Basics About Real Time Pie Chart Reports BCMS Vu Real Time Pie Charts provide periodically updated images of the current status of the call center The first time you open a BCMS Vu Real Time Pie Chart report you use the New Report option on the File menu to create the report After you have created and saved a Real Time Pie Chart report you access the report using the Open Reports option on the File menu Real Time Pie Chart reports give a quick idea of the rela
77. ain Window 3 9 BCMS Vu Client Basics Menu Item Action Printer Setup Displays a standard Windows printer setup window The BCMS Vu software supports parallel or network connected printers recently used After the BCMS Vu software has been used for the reports first time a list of the most recently displayed reports appears here Select the number or name that corresponds to the report you want to open Exit Exits BCMS Vu Client and terminates the connection to BCMS Vu Server Edit The Edit menu has the following items Menu Item Action Report Runs the Properties Wizard to let you change the Properties properties of the active report on your screen Options The Options menu has the following items Menu Item Action Configure Runs a Configuration Wizard to change the configuration settings for the following Alerts Color Palettes Thresholds and Maximum Values Broadcast Broadcasts a message to be displayed on the Message wallboard If a wallboard is not registered this command is disabled 3 10 The BCMS Vu Client Main Window BCMS Vu Client Basics Menu Item Action Cancel Terminates an active broadcast message Broadcast Connect Attempts to establish a connection with the Server If a connection is already established this command is disabled Disconnect Breaks the connection with the Server If there is no active co
78. ains the following items as shown in the figure below 9 System menu box 9 Status bar e Title bar Server action area Menu bar Download status Toolbar e Connection status System Menu box Title bar Menu bar Toolbar File Sa sil L Status bar Server action area Download status Connection status 2 10 The BCMS Vu Server Main Window BCMS Vu Server Basics System Menu Box Use the System Menu box to carry out common Windows operations such as closing the current window Title Bar The Title bar displays the name of the application in this case Lucent Technologies BCMS Vu Server and the name of the server being run Menu Bar The Menu bar displays the available drop down menu commands The following tables present the options available from each menu File The File menu has the following item Menu Item Action Exit Selecting the File Exit command closes the BCMS Vu Server application The BCMS Vu Server Main Window 2 11 N E vo m i io lt S e BCMS Vu Server Basics Options The Options menu has the following items Menu Item Action Configure You configure your system using commands in the Options Configure menu There are six commands available Switch Connection Downloads Wallboards Clients First Time Sharing Setup With these commands you can administer the connec
79. al ACD Talk Time Total ACD Hold Time ACD Calls Calls VDN The number of calls that encountered a busy or disconnect Busy Disc step in vector processing Calls Any The total number of completed calls that accessed the VDN Offered during the current interval This calculation is CALLS OFFERED ACDCALLS OUTFLOWCALLS BUSY_DISCONNECT ABN CALLS Calls Split Skill The number of calls currently queued and calls ringing at an Waiting Detail agent s phone Graph Calls Split Skill Number of calls waiting in the split skill s queue or ringing Waiting Summary at agents in the split skill If any of the calls in the queue are Graph Direct Agent calls the Direct Agent Calls field is set to y in the Real Time Text System report Consult the Glossary for a description of the Direct Agent feature Calls VDN The number of calls that encountered this VDN and have not Waiting been answered abandoned outflowed or forced busy disc Includes calls in queues in vector processing and ringing at an agent s station Comnected VDN Total number of calls to this VDN that completed during the Calls interval that were routed to an extension attendant or announcement and were answered there Date VDN The current date and time updated every 30 seconds or when the update key is pressed EXT In Call Agent Number of non ACD calls that this agent has received that Summary completed during the current interval Calls in process are Graph not counted until t
80. al Time Staffed Total After Call Total AUX Other 6 6 Historical Report Attributes Within Service Level About Historical Reports Trunk Historical Report VDN Historical Report bs Group Abandoned Calls Hi Group Name ACD Calls 3 Incoming Abandoned Average Abandoned Time O Incoming Calls Average Talk Hold Time Incoming CCS Average Speed of Answer Incoming Hold Time Calls Busy Disconnected Outgoing Calls Connected Calls Outgoing CCS Calls Offered Outgoing Hold Time VDN Outgoing Completed VDN Name All Busy In Service Level Time Maintenance Abandoned Calls Split Abandoned Calls VDN Skill Historical Report Historical Report Abandoned Calls Abandoned Calls Average Abandoned Time Average Abandoned Time Overflowed Calls Split Overflowed Calls VDN Skill Historical Report Historical Report ACD Calls ACD Calls Flow Out Flow Out Split Skill VDN Split Skill Name VDN Name Scheduling Historical Reports To schedule the printing of Historical Reports refer to Scheduling the Printing of a Historical Report jon page 7 39 Historical Report Attributes 6 7 About Historical Reports Exporting Historical Reports You can export a Historical Report in various formats by e mail using MAPI Mail Application Programming Interface if Microsoft Messaging is installed on your PC If Microsoft Messaging is installed you can see a Messaging icon in the Historical Report status bar You can
81. alls that completed during the current interval and that were answered with the administered service level for this VDN Calculated as follows IN SERVICE LEVEL acceptable x 100 calls offered where acceptable is the number of answered calls whose answer time was less than or equal to the administered service level for the VDN and calls offered is the total number of calls that accessed the VDN and completed during the current interval This field is blank if no calls have been recorded for this time interval This field is also blank if no Acceptable Service Level is administered on the VDN form o Time Maintenance Trunk The percentage of time that one or more trunks were busied out for maintenance purposes The calculation is TIME MAINTENANCE Total Maintenance Busy Time x 100 Time Interval x Number of Trunks in Group where Total Maintenance Busy Time is the sum of Maintenance Busy Time in minutes for all trunks individually in this trunk group during this interval and Time Interval is expressed in minutes for example 30 if using a half hour interval 60 if using a one hour interval and 1440 if using a daily summary Changing the number of trunks in a trunk group can cause unexpected results for that interval 9 10 Data Items Historical Reports BCMS Vu Real Time and Historical Data Items Data Item Historical Reports
82. also save a Historical Report to a file in various formats To export a Historical Report 1 Click on the Export icon The Export window appears Destination Character separated values Disk file Cancel 2 Choose either Disk File or Microsoft Mail MAPI in the Destination pull down menu on the right Format Destination Character separated values Disk file Microsoft Mail MAPI 6 8 Exporting Historical Reports About Historical Reports 3 Choose one of the formats in the Format pull down menu on the left Export o E vo m i ic lt S e Format Destination Character separated values Disk file Character separated values Commarseparated values CSV Crystal Reports RPT Data Interchange Format DIF Cancel Excel 2 1 XLS Excel 3 0 XLS Excel 4 0 XLS Excel 5 0 XLS Lotus 1 2 3 WK1 Lotus 1 2 3 WK3 Lotus 1 2 3 4 Select OK If you select Microsoft Mail MAPI an e mail type window appears Enter the appropriate information and select Send Send Mail Subject Message Exporting Historical Reports 6 9 About Historical Reports If you select Disk File a window entitled Choose Export File appears Select the file location and file name you want and select Save Choose Export File Save in ss TS e ex Elm Acrobat3 3Fh296 OnNet32 Data aw Winnt JAdobeapp Fore
83. ap m Programa Q i Command Prompt gj COADUCTOR 97 h A Windows MT Explorer Dom ents 3 4 3 Adminictaire Tools Common B tlinqa k m Adobe ciobani E Jp Cops F Find O e 7 J h W ForeHalp 2 1 F z de Hep Lucent Pectacdogirs m Moan SiruaEban HT 4 BOMS va Giani Hale M J McMoe WebScon ail BENS Ve Server E B 3 Message Manages o DEUS We Server Help 5 m Hilecape Com uicit b gll BOOMS Vu Sava Simgoglalai Ld hes rsen A Seep a Chen Aenima E Trail Siobalina a B ro Aadmi Tiari am Winzip gj Wallboard Renima Select the Start button from the Taskbar Move the cursor over Programs in the Start menu Move the cursor over Lucent Technologies in the Program menu Bop mm oHG Move the cursor over the BCMS Vu Client icon in the Lucent Technologies menu and click once The Lucent Technologies splash window appears for a few seconds You may clear it quickly by clicking on it The Server Connection window appears 3 4 Starting BCMS Vu Client Software BCMS Vu Client Basics Fran ihe led ni ME tu Sewers beto He ihe Sart you wahin rnnnec id and ki he LL onasct W Hh Server is role obs chick the Ari Seer coros hie Ajd baim i add i ip tha hai ra hane Locator dd Soa rer BOSS BOS Sere II wo H Ears Oo reece 5 Select the name of the Server to which you want to connect the client a If theServer s name is in the list of server names highlight it and select Connect ise RE v
84. ard Creating a Wallboard Display 7 21 D E vo m 2 oc lt S Q Working with Reports Creating a Time Trace Report 1 In the File menu select New Report 2 Select Time Trace The Select the type of data you wish to create a time trace for window appears Time Trace Properties Wizard Page 1 of 3 Select the type of data you wish to create a time trace for Split Skill Summary Data C Split Skill Details Agent Data VDN Data Help Cancel lt Back Next gt 3 Inthe Select the type of data you wish to create a time trace for window select the radio button next to the category of report you want to create 4 Select Next 7 22 Creating a Time Trace Report Working with Reports The window that appears now depends on what you selected in the first window For instance if you selected Agent Data the following window appears Time Trace Properties Wizard Page 2 of 3 Select an Agent and the data to trace Split Skill name Chapter 7 1000 Sales 66 Byrne J Trace data ACD Calls Help Cancel Back Next gt In the displayed wizard window in each pull down menu select the name of the split skill agent if appropriate or VDN and the time trace data you want to display Select Next Creating a Time Trace Report 7 23 Working with Reports The Select your preferred type of time trace window appears Time Trace Prope
85. ard and display the report select Finish The Graph Properties Wizard closes and the Real Time Graph you have just defined appears on the BCMS Vu main window Creating a Real Time Graph Report 7 5 Working with Reports If you choose Agent summary in the first wizard window and By split skill in the fourth wizard window your report resembles the following illustration Agee sanar bar queph Lia i Agent 66 Gites LH rad After you create a new report you can save it if you want to If you try to close a report without saving it a message appears asking if you want to save the report 7 6 Creating a Real Time Graph Report Working with Reports Creating a Real Time Pie Chart Report To create a Real Time Pie Chart Report 1 In the File menu select New Report The New window appears 2 Select Real Time Pie Chart The Select the type of data for which to create a pie chart window appears D E vo m i ic lt S Q Pie Chart Properties Wizard Page 1 of 2 Select the type of data for which to create a pie chart Agent Work States for Split Skill Agent Call Summary VDN Call Summary Help Cancel Bac E j Finis 3 Select the radio button next to the category of data that you want to show on this Real Time Pie Chart Report 4 Select Next The Pie Chart Wizard window page 2 of 2 appears This window depends on which type of report you selected in t
86. ation 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 89 336 EEC 73 23 EEC The CE mark affixed to the equipment means that it conforms to the above Directives Comments To comment on this document return the How Are We Doing form to Lucent Technologies Department JXOE11400 1200 West 120th Avenue Westminster CO 80234 2795 Acknowledgment Developed by Lucent Technologies Network Systems Customer Training and Information Products Software License Agreement DEFINITIONS Lucent means Lucent Technologies Inc You Your or Licensee means the person or business entity who purchased this License to use this Software or for whom such License was purchased 9 Software means a software application that operates on a computer system that provides resources to Software Software includes both Server software and Client software 9 Server software provides requested information or applications to other Client software Client software requests information or applications from other Server software Documentation means the manual and any other printed material provided by Lucent with the Software License means the License purchased and granted pursuant to this Agreement e Single User License means th
87. bar button or menu option move the mouse pointer over the item Brief information or instructions will appear either in the status bar at the bottom of the BCMS Vu main window or as a tooltip For information about any BCMS Vu window you are working in press the F1 key or click a Help button if one is displayed in the window To select a particular topic or read about BCMS Vu functions choose Help Topics from the Help menu 3 16 BCMS Vu Client On Line Help Configuring and Managing BCMS Vu Software Introduction This chapter is divided into four main sections Configuring BCMS Vu software from the Server after it has been installed on your PC e Configuring BCMS Vu software from the Client after it has been installed on your PC Managing miscellaneous BCMS Vu software functions In BCMS Vu Server you use configuration wizards to e from the Server to the DEFINITY system to retrieve real time data Specify when and where historical data will be downloaded from the DEFINITY system to your PC Register external wallboards Register clients Introduction 4 1 Configuring and Managing the BCMS Vu Software In BCMS Vu Client you use configuration wizards to E Specify palette colors for real time reports Define thresholds and maximum values for items displayed in real time reports You manage historical data when you Download historical data Back up the historical database e
88. cumentations and if the Software is returned to the place from which it was purchased within one 1 year from the date purchased then Lucent will either replace the Software or offer to refund the License Fee to You upon return of all copies of the Software and Documentation to Lucent In the event of a refund the License shall terminate 3 DISCLAIMER OF WARRANTIES Lucent makes NO WARRANTY REPRESENTATION OR PROMISE NOT EXPRESSLY SET FORTH IN THIS AGREEMENT LUCENT DISCLAIMS AND EXCLUDES ANY AND ALL IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE LUCENT DOES NOT WARRANT THAT THE Software OR DOCUMENTATION WILL SATISFY YOUR REQUIREMENTS OR THAT THE Software OR DOCUMENTATION ARE WITHOUT DEFECT OR ERROR OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED Some states or countries do not allow the exclusion of implied warranties or limitations on how long an implied warranty lasts so the above limitation may not apply to You This warranty gives You specific legal rights which vary from state to state 4 EXCLUSIVE REMEDY EXCEPT FOR BODILY INJURY CAUSED BY LUCENT S NEGLIGENCE LUCENT S ENTIRE LIABILITY ARISING FROM OR RELATING TO THIS AGREEMENT OR THE Software OR DOCUMENTATION AND YOUR EXCLUSIVE REMEDY IS LIMITED TO DIRECT DAMAGES IN AN AMOUNT NOT TO EXCEED 10 000 LUCENT SHALL NOT IN ANY CASE BE LIABLE FOR ANY SPECIAL INCIDENTAL CONSEQUENTIAL INDIRECT OR PUNITIVE DAMAGES EVEN IF LUCENT HAS BEEN ADVISED OF THE
89. d software in Start Programs Lucent Technologies select BCMS Vu Wallboard The Wallboard program starts However the only indication that it is running is an icon No at the right end of the status bar on your screen Exiting BCMS Vu Wallboard Software To exit BCMS Vu Wallboard Software 1 Click with the secondary mouse button on the icon NU at the right end of the status bar 2 Follow the menu that appears to close the Wallboard software 8 2 Introduction Displaying Information on External Wallboards Sending a Wallboard Display to an External Wallboard If an external wallboard has been registered with BCMS Vu Server you can direct the output of one Wallboard Display on your monitor to appear on the external wallboard To assign a Wallboard Display to an external wallboard do the following 1 If the Wallboard Display Report is already created a Open it Refer to l Opening a Report on page 7 36 b Select the Report Properties toolbar button or In Edit select Report Properties c Page 1 of the Wallboard Wizard opens It is the same window that opened when you created the Wallboard Display Refer to Creating a Wallboard Display on page 7 13 d Check the box next to Display data on physical wallboard oc o gt i oc lt S e e Select Finish 2 If the wallboard display report does not exist create it following the instructions in l Creating a Wallboard Display on pa
90. d this user guide helpful if you are A call center manager server administrator who needs to store and display data from a DEFINITY system This guide tells you how to Configure BCMS Vu software Manage the software Download historical data from the DEFINITY system Register clients so they can access the server Register wallboards Manage data Inspect the error log A split skill supervisor who needs to review the present and previous status of a call center This guide tells you how to Create real time bar graphs real time pie charts real time text reports time traces wallboard displays and Historical Reports Open previously saved reports Print text and Historical Reports Schedule printing of Historical Reports Set thresholds and alerts Resolve problems with operation of the software Respond to error messages This manual assumes that you are familiar with Your computer Microsoft Windows 95 or Windows NT 4 0 Workstation operating systems Help Standard Windows conventions such as using the F1 key to activate Microsoft Windows and Windows NT are registered trademarks of Microsoft corp P 2 Audience Contents of This Document The BCMS Vu Software R2 User Guide describes what you need to know to use the BCMS Vu software on a daily basis in particular how to perform the tasks listed in the section entitled Audience To install the BCMS Vu software refer to the BCMS Vu Software
91. d you are presented when you start BCMS Vu Server the first time The same wizard appears when you choose First Time in the Options Configure menu To schedule downloads of historical data 1 In the Options Configure menu select Downloads 2 In the window that appears be sure the box next to Enable Downloading of Historical Data is checked 3 Select Next The Specify the time at which window appears 4 In the Upper box enter the time of day when you want the first download of the day to occur Use the time format specified on the Time tab of the Regional Settings Windows application 4 8 Configuring BCMS Vu from the Server Configuring and Managing the BCMS Vu Software 5 In the lower box enter in hours how often you want downloads to occur For example if you enter the number 6 downloads occur every six hours 6 Be sure that the correct path for the folder where the data is stored appears below the words Database Location If the correct path is not displayed select the Browse button to bring up an Explorer type window in which you can specify the correct path program suggests that you store historical data in a default location If you accept the default location historical data is stored in C Program files Lucent BCMS Vu Server You can decide to store the data in another location d When you install BCMS Vu Server software the installation The Automatic purging of old dat
92. e historical database is also stored in the Server folder Clients operating from other PCs on the network must be able to access these folders This permission known as a share gives Clients read permission for these folders A share is permission to access read the files in a particular folder This includes access to all files in all folders below the share folder To a Client accessing a shared folder from another PC on the network the shared folder appears to be in the root directory of the server PC The share name can be an alias different from the name of the folder on the Server PC During the installation of BCMS Vu Server the folders in which these files are stored are created by default The folder containing configuration information and the historical database is created in the path C Program Files Lucent BCMS Vu Server and is named BCMSVuServer You can refuse to accept the default and can create your own folder to store these items To find out which folders are shared select Sharing Setup in the Options Configure menu item Shares is a Windows Network concept and if you want to change the sharing setup you can do so from Windows Explorer For more information refer to your Microsoft Windows documentation If you make changes to the sharing setup you may prevent clients from creating historical reports and opening and saving reports Do not change sharing setup unless it is absolutely necessary 4 14 Con
93. e license to use a single instance of the Client Software at any one time LICENSE AND PROTECTION 1 License Grant Lucent grants to You subject to the following terms and conditions a nonexclusive nontransferable right to use the Server Software on a single device and to use the Client Software on one or more single user devices the maximum simultaneous users of the Client Software being limited to the number of Single User licenses purchased and owned by You Lucent reserves all rights not expressly granted to You Protection of Software You agree to take all reasonable steps to protect the Software and Documentation from unauthorized copy or use The Software source code represents and embodies trade secrets of Lucent and or its licensors The source code and embodied trade secrets are not licensed to You and any modification addition or deletion is strictly prohibited You agree not to disassemble decompile or otherwise reverse engineer the Software in order to discover the source code and or the trade secrets contained in the source code or for any other reason To the extent that the Software is located in a Member State of the European Community and You need information about the Software in order to achieve interoperability of an independently created software program with the Software You shall first request such information from Lucent Unless Lucent refuses to make such information available You shall not take any steps
94. e saved this report a dialog box appears showing the contents of the BCMS Vu reports directory 3 Inthe Files of type list box the file extension that matches the type of report you are saving appears The BCMS Vu report file extensions are as follows Real Time Graph Report gra Real Time Pie Chart Report pie Real Time Text Report trp Wallboard Display wal Time Trace Report tra Historical Report his 4 Type a file name for the report This name will be displayed in the title bar of the report window the next time you open the report 5 Select Save 7 34 Saving a Report Working with Reports Closing a Report To close a report do the following 1 Click on the Close button in the upper right corner of the report window or Select Close Report from the File menu If you have not saved the report since you created it or changed it a window appears asking you if you want to save the unsaved report D E vo m i ic lt S Q 2 a If you want to save the report select Yes b If you want to exit the report without saving it select No c If you want to return to the report select Cancel Closing a Report 7 35 Working with Reports Opening a Report To open a report that you have previously saved do the following 1 Select the Open toolbar button ry or Select Open Reports from the File menu 2 A dialog box appears showing the contents of the BCMS Vu reports dir
95. e software application that monitors the status and performance of a call center It uses data collected in the Basic Call Management System BCMS on a DEFINITY Prologix or DEFINITY System G3V4 R5 or R6 This chapter describes the benefits and features of the BCMS Vu software It includes the following topics Features of BCMS Vu software Benefits of BCMS Vu software When to use BCMS Vu software Performance considerations oftware for maintenance contracts en BCMS Vu Software 1 1 Introduction Features of BCMS Vu Software BCMS Vu software lets you Receive real time data from the DEFINITY system and display it in textual and graphical form on a PC monitor Print the textual form of this real time data Display real time data as a Wallboard Display that mimics the display capabilities of external wallboards used in call centers e Select the data items you want to display when you define a real time report or Wallboard Display Redirect the display output of one of the defined Wallboard Displays to several types of external wallboards Specify alerts on real time data items to provide a visual or visual audible indication that the item has crossed the threshold alert level Download DEFINITY system historical data regularly to a database on the PC e Display this stored data in a text format and retrieve it through third party products Print this data Access this data from several DEFINITY s
96. e the data module connection to the DEFINITY system is intact Refer to Troubleshooting in this chapter 7105 Receive buffer overrun BCMS Vu recovers from this problem automatically If it occurs frequently try adjusting the buffer speed through Start Settings Control Panel System Device Manager Com Port Port Settings Advanced See FResolving Problems Jon page 10 2 7106 Serial receive error Check that the serial port connection is securely attached Retry the connection 7107 Transmit Buffer overrun See receive buffer overrun 7105 7108 Serial transmit error See serial receive error 7106 7109 Could not communicate with device Be sure the data module or wallboard is securely plugged in 10 44 Error Codes Troubleshooting Description Resolution 7401 Internal software error Contact Lucent Technologies 7402 Server link timed out the process you were trying to contact is missing hung or busy Be sure the process is running properly The missing process will be Omninames ConnectionServer or BCMS Vu Server It may be necessary to restart the process 7406 Server execution error Restart the Server Depending on context this could be the ConnectionServer or the BCMS Vu Server If this persists contact Lucent Technologies 7407 The Server is missing Restart the Server Depending on context
97. e window that appears select Compact the Database The buttons in the window become gray temporarily When the operation finishes or fails the grayed items become normal If the operation fails an error notice appears 3 Toexit the window select Finish Managing Memory Allocation Memory errors may occur if you do not allocate sufficient virtual memory for BCMS Vu We recommend that you allow Windows to manage your memory When you first install BCMS Vu Server Client or Wallboard perform the following steps If a memory error occurs subsequently perform these steps again For Windows NT 4 0 lt F E vo m i ic lt S e 1 Select Start Control Panel System Performance 2 On the Performance tab in the Virtual Memory box select Change 3 In the box labeled Total Paging File Size for all Drives note the number next to Recommended 4 Enter this number in the box labeled Maximum Size MB 5 Select Set 6 Exit the Control Panel Managing BCMS Vu Historical Data 4 27 Configuring and Managing the BCMS Vu Software For Windows 95 1 Select Start Control Panel System Performance 2 On the Performance tab select Virtual Memory 3 Activate the radio button next to Let Windows manage my virtual memory settings 4 Select OK 5 Exit Control Panel 4 28 Managing BCMS Vu Historical Data Configuring and Managing the BCMS Vu Software Managing Miscellaneous BCM
98. e wizard the Select the days to be included in the report window appears Go to step 9 7 28 Creating a Historical Report Working with Reports b Ifyou select Interval on page 3 of the wizard the Select the start and end times for the interval data for each day window appears Historical Report Wizard Page 4 of Select the start and end times for the interval data for each day Start Time End Time 1 00 PM s 00 PM D E vo m i ic lt S Q Help Cancel lt Back Next gt 1 In the Start Time window enter the time of day for which you want the first entry to appear 2 In the End Time window enter the time of day for which you want the report to stop reporting 3 Select Next Creating a Historical Report 7 29 Working with Reports The Select the days included in the report window appears Historical Report Wizard Page 4 of 6 Select the days to be included in the report C Sunday M Monday M Tuesday M Wednesday M Thursday M Friday C Saturday Help Cancel lt Back Next gt 9 Select the days for which you want information Deselect the days if any for which you do not want information If for example you select Saturday and Sunday information about weekend activity is reported 7 30 Creating a Historical Report Working with Reports Page 5 of the wizard appears Historical Report Wizard Page 5 of 6 You may choose to
99. eceive Buffer Speed set BCMS Vu recovers from too high this problem automatically Chronic 7105 error If it occurs frequently try Receive Buffer Mo adjusting the buffer speed Overrun for maximum performance 1 Select Start Settings Control Panel Select the System icon and the Device Manager tab From the Ports pull down window select the COM Port that the PC is connected to Select Properties 5 Select the Port Settings tab and Advanced Move the Receive Buffer slider to the left to a lower setting Select OK After a reasonable time check the error log to see if 7105 errors have been reduced Repeat steps 1 through 8 until you find the highest Receive Buffer speed that reduces the number of 7105 errors to an acceptable level 10 24 Resolving Problems Troubleshooting Error Log The BCMS Vu error log is an ASCII file containing the most recent 300 system messages generated by BCMS Vu It is kept on the Server PC and contains messages about both Server and Client incidents In spite of its name the error log also reports potential problems and useful information about the software and the system The error log displays information about the last 300 incidents that have occurred After 300 entries have been reported the log rolls over deleting the oldest record and writing in the newest The contents are updated automatically every 30 seconds the most rec
100. ection Name Cancel 2 2 In the Name field of the Connection Description dialog box enter 5 Data Module Test E E 3 Select OK S Troubleshooting the Data Module 10 31 Troubleshooting The Phone Number In Windows NT 4 0 the Connect To dialog box appears Connect To S Data Module Test Enter details for the phone number that you want to dial Country code United States of America 1 X Area code 203 Phone number Connect using EMM Cancel 4 In the Connect using field click on the down arrow to display a pull down menu of COM Ports 5 Beginning with COM 1 select each COM Port incrementally until you find the one that connects to your data module The PC may lock or post an error while you are performing the next several steps If it does restart HyperTerminal and begin at step 1 6 Select OK in the Phone Number dialog box a Ifthe COM Port you selected is not one that is being used by your PC a window appears with the message Unable to open COM N b Select OK c If the PC locks up or you receive an error message restart HyperTerminal and begin at step 1 10 32 Troubleshooting the Data Module Troubleshooting 7 Ifthe COM Port you selected is one that is being used by your PC the COM Properties dialog appears In the COM Properties dialog box select the following port settings from the pull down
101. ectory 3 Inthe Files of type list box select the type of report you want to open The available types are as follows Real Time Graph Report gra Real Time Pie Chart Report pie Real Time Text Report trp Wallboard Display wal Time Trace Report tra Historical Report his 4 From the available files list highlight the report you want to open 5 Select Open BCMS Vu opens the report 7 36 Opening a Report Working with Reports Changing the Properties of a Report To change the properties of a report after you have created it do the following 1 Open the report and make it the active report by clicking on its title bar 2 Select the Report Properties toolbar button or D E vo i i f e From the Edit menu select Report Properties The appropriate report Properties Wizard which is the same wizard you used to create the report starts 3 Follow the directions in the Report Properties Wizard The changes take effect as soon as you finish working in the wizard If you select Cancel at any point in the wizard the changes are discarded Changing the Properties of a Report 7 37 Working with Reports Printing Reports The BCMS Vu software lets you print Real Time Text Reports and Historical Reports to your local postscript or network printer To print a report 1 Create or open the report 2 Make the report the current window 3 Select the Print button on
102. ed or fallen below the threshold alert level Create and print Historical Reports from the downloaded historical data Schedule the printing of Historical Reports Save and reopen all types of reports View the error log Display stored historical data in a table format using Microsoft Access or Microsoft Excel Excel is a registered trademark of Microsoft Corp 3 2 What Can Do Using BCMS Vu Client BCMS Vu Client Basics Starting BCMS Vu Client Software The BCMS Vu installation program creates a menu item on your PC s Programs menu Refer to BCMS Vu R2 Software Installation Guide 585 217 103 for detailed installation instructions The following procedure presumes that whoever installed the BCMS Vu Client software accepted the default program locations If the installer chose to install the program start icons in a different location folder you will have to go to that location to start BCMS Vu using the program start icon An alternate method of starting BCMS Vu is to use the Find function of Windows to locate the program file for BCMS Vu Client bemsvuclient exe and select it Before you can connect a Client to a Server the Client must be registered with the Server See Registering Clients Jon page 4 13 ise E vo m i ic lt S Q Starting BCMS Vu Client Software 3 3 BCMS Vu Client Basics To start BCMS Vu Client software do the following Refer to the following figure Str
103. elated storage space needed disk space storage requirements IN 3 Index Historical Reports Abandoned Calls Split Skill Abandoned Calls VDN Agent Summary attributes ic un eB ee ass creating data items se ste y x exporting format of time columns opening Overflowed Calls Split Skill Overflowed Calls VDN problems llle sample lees saving scheduling printing of Split Skill lon Trunk L LAN coi ica a RS languages supported list of open reports menu location of historical database Mail Application Programming Interface main window BCMS Vu Client BCMS Vu Server maintenance software for managing the DEFINITY system connectio MAPI See Mail Application Programming Interface maximum Values ory menu bar Client ia sees ev ae s 3 9 Server menu item Client About BCMS Vu Broadcast Message Cancel Broadcast Cascade Close Reports Configure Connect to Server Disconnect from Server IN 4 Edit Error Log scc koe xs Exit Felpe zi A Rast A Help Topics list of open reports New Report Open Reports Optlons uie ee stop Ag Print Report Printer Setup recently used reports Report Properties Save Report o o ooo o Save Report As
104. elease 2 of BCMS Vu is the response by Lucent Technologies to requests from users for more features than exist in Release 1 The most obvious difference between Release 1 and Release 2 is the separation of the Server application from the Client application The Server application is installed on one PC which is connected to a DEFINITY system The Server receives data from the DEFINITY system Client applications are installed on the same PC as the Server or on other PCs which connect to the Server over a LAN instead of connecting directly to the DEFINITY system Thus only one physical port is needed for several clients to access data from the same DEFINITY system With Release 2 users can now Access real time data without each BCMS Vu program having a direct connection to a system management port on the DEFINITY system Create real time pie chart graphs and time trace graphs Print real time text reports Schedule printing of Historical Reports Send displays to wallboards connected to other PCs in the network Wallboards need to be registered with but not physically connected to the Server PC Send one report to several wallboards or send different reports to wallboards daisy chained together Alternate reports and a broadcast message to the same wallboard or wallboards e Define four levels of alerts and thresholds in reports Define different thresholds for each split skill agent and VDN Manage the storage
105. ent incident is displayed at the top of the error log window You will not be able to see information about incidents which have occurred since you opened the error log until you close the Notepad window and re open it You should close the error log display as soon as you have read it or fixed the problem You can select it again later if you encounter any more trouble Each row of the error log describes one incident The significance of each column is as follows There are three severity levels indicated by icons y R Danger A problem that stops part of the system from Hi functioning normally Q an Warning A problem that should be fixed immediately Li Information Useful information e The subsystem name identifies the module of the application in which the problem occurred For example the Server Client and ConnectionServer Error Log 10 25 Troubleshooting The error description is a brief statement about the cause of the error For more about the cause of the error and how to prevent its happening again refer to Error Log and Error Codes in Online Help or in this guide The date time stamp identifies the time the error occurred To see the latest messages in the error log do the following Select Error log from the View menu or Start Notepad and open the file C Program Files lucent BCMS Vu Server BCMS VuServer ERR xx txt where xx is the build number of the software version
106. eport Properties Save Report Schedule Historical Reports Tile Windows Wallboard Broadcast Server Disconnect o o ooo o oo Downloading Historical Data Help Topics Repair Database Terminate Download Toolbar menu troubleshooting the data module Trunk Historical Report U updating BCMS data 4 29 real time administration data 4 29 V VDN Historical Report 6 3 View menu Chente da Due Re 3 12 Server du ode Eo we Re eo 2 14 Ww wallboard broadcast Wallboard Broadcast toolbar button Wallboard Display Reports attributes 00 ClOSHYg uod esa deu i ehem e det s cheating tone doe RR EORR EG features ee ee ee SAVING cca ib ue ci RES ES problems e pg ee ed 10 14 types bom ed erue beg eS sending adisplayto 8 3 wallboard external Window menu broadcasting a message Client 1 6 e ede ad oe a aee 3 12 broadcasting a message to Server e c n duque d donas 2 15 configu te 4 xen Sogn abes ues displaying report Y E Sb dote do Year 2000 compliant 13 r9 IN 7
107. eports will update at a slower rate while historical data are downloading from the DEFINITY system to the historical database If you display too many items in a graph with vertical bars their values will not appear above the bars If the label containing the value of the item is wider than the bar the value is not shown This prevents numbers from overlapping numbers above adjacent bars If there is no data available from the DEFINITY system zeros appear above the names of the items You cannot print Real Time Graph Reports 5 6 About Real Time Graph Reports Report Basics Maximum Values and Real Time Graph Scales To determine the scale of a Real Time Graph BCMS Vu uses the highest specified maximum value of the items that the graph contains To obtain the best results from a Real Time Graph you should do the following 9 Specify maximum values that are reasonably close to actual values See l Thresholds and Maximum Values Configuration Jon page 4 16 Select items whose maximum values are similar At installation BCMS Vu specifies the default maximum values for all measurement items To change the specified maximum value for any item select Thresholds and Alerts in the Options Configure menu See Thresholds and Maximum Values Configuration on page 4 16 WM o m i i f Q About Real Time Graph Reports 5 7 Report Basics Real Time Graph Report Attributes The following table lists the av
108. er is not connected to the DEFINITY system you can manually connect it To do this lt F E vo m i ic lt S e 1 Select Connect from the Options menu or select the Connect icon on the toolbar The Server Connection window appears 2 Highlight the Server you want to connect to and select Connect Provided the PC is properly connected and the DEFINITY system is running BCMS Vu Server connects to the DEFINITY system Allow several minutes for the connection to be established Configuring BCMS Vu from the Server 4 7 Configuring and Managing the BCMS Vu Software When BCMS Vu Server is connected to the DEFINITY system the status bar shows icons of a large and small PC connected by moving colored dots If BCMS Vu Server is disconnected from the DEFINITY system only one icon appears Downloading Historical Data The Downloads Configuration Wizard in the Server allows you to specify how often at what time and where the historical database is downloaded from the DEFINITY system to your PC You download historical data from the Server Downloading historical data regularly and correctly is absolutely necessary for accurately reporting DEFINITY system data We strongly advise you to download data for half hour intervals at least twice a day and for hour intervals at least once a day Be sure to carefully read Historical Data pn page 4 21 and How the DEFINITY on page 4 22 This wizard is pages 4 6 of the wizar
109. eriod Average Speed of Answer VDN The average time to answer ACD and connect calls see ONN CALLS below that completed for this VDN during the current period This includes the time in vector processing in a split skill s queue and time ringing The calculation is AVG SPEED ANS Total Answer Time Total ACD Calls Total CONNect CALLS Answer time for a call is recorded when the call ends If a call originates in interval x is answered in interval y and ends in interval z the associated answer and talk times are recorded in interval z Average Talk Time Split Skill Summary Graph Average talk time for answered ACD calls to the split skill that completed during the current interval This calculation includes the time each agent spent talking but does not include time the call spent ringing at an agent The calculation is AVG TALK TIME Total ACD Talk Time Total Number of ACD Calls Answered Data Items Real Time Reports 9 5 e RE o m i x f e BCMS Vu Real Time and Historical Data Items Data Items Real Time Reports Data Report Definition Item Type Average VDN The average talk time for ACD calls to this VDN that Talk Hold completed during the current period This does not include Time ring time but it does include Direct Agent calls and any time the caller spent on Hold The calculation is AVG TALK HOLD Tot
110. eset may not display complete data 6 2 Data on the DEFINITY system About Historical Reports Categories of Historical Reports There are nine kinds of Historical Reports E vo m i io E Q Agent Displays data for one several or all agents Agent activity data is for all splits skills that each agent was logged into during the reporting interval Each agent is allotted a separate line on the report for each time interval day week and so forth that is measured Agent Summary Displays data for one several or all agents Agent activity data is for all splits skills that each agent was logged into during the reporting interval Each agent is allotted one line on the report The value of each data item is the average or total of the item over the entire time covered by the report Split Skill Displays data for one or more splits skills during the reporting interval Trunk Displays data for one or more trunk groups on the DEFINITY system VDN Displays data for one or more VDNs measured by BCMS You can create VDN reports only if the Vectoring feature is administered on the DEFINITY system Abandoned Calls Split Skill Displays a summary of abandoned calls by split skill during the reporting interval Abandoned Calls VDN Displays a summary of abandoned calls by VDN during the reporting interval Overflowed Calls Split Skill Displays a summary of the overflowed calls
111. essage and contact Lucent Technologies 7500 The session could not be Check that the connection is not connected in use already Otherwise retry restart the Connection Server and if that fails restart BCMS Vu Server 8001 Cannot open file lt file full path Use Explorer to check that the file name gt exists in the location given 8101 Internal software error Contact Lucent Technologies 8102 Failed to set database location ODEC call failed Verify that ODBC is set up properly through the ODBC control panel 10 46 Error Codes Troubleshooting ID Description Resolution 8103 Crystal Report errors strings A possible cause is no printer generated by Crystal Reports driver installed Install a printer If this does not solve the problem contact Lucent Technologies 8104 Error in report definition file Remove the file and reinstall filename The report definition BCMS Vu Server file is present but unusable 8501 Not enough information givento You must specify both a Server locate a server name and the name of the BCMS Vu Server PC 8502 The current version of the BCMS Upgrade your server or client Vu Server interface version software to ensure compatibility Server version is not compatible with this version of the BCMS Vu Client interface version Client version 8503 This Client is not registered with On the Server application go to that Server menu item Options C
112. essage to appear This is the maximum number or rows of text that can fit at one time on the external wallboard A list of registered wallboards connected to PCs in the network that fit this description appears in the Available Wallboards list Select the names of the wallboards on which you want to display the message These are the names you gave to the wallboards when you registered them with the Server a To select all wallboards in the Available Wallboards list select Add All b To select individual wallboards highlight each and select Add c Use the Remove and Remove All buttons to remove wallboards that you do not want to select oc E vo m i ic lt S Q When all the wallboards you want to choose are in the Selected Wallboards list select Next Broadcasting a Message on an External Wallboard 8 5 Displaying Information on External Wallboards The broadcast details window appears Broadcast Message Properties Wizard Page 2 of 2 Fill in broadcast details First line of message Congratulations Team Second line of message we Hit Our Target C Double Height Characters Message Color cA c om Message hold time seconds fs Message display time hh mm ss 0 00 30 Help Cancel lt Back Next gt 5 Place your cursor in the first line of the message box 6 Enter the first line of the message you want to broadcast If the wallboard accepts more t
113. f these permissions prevents reports and or downloads from functioning properly Do not use the craft login or any service Login ID as the BCMS login If you need to create these permissions contact your DEFINITY system administrator For non EAS installations If the System Parameters Customer Options Field bems loginIDs is set to y the Feature related System Parameters Field Validate Login IDs must also be set to ty In this case if Validate Login IDs is not set to y Agent Reports will not function properly Administrative Requirements 1 9 Introduction Performance Considerations There are three general criteria you should keep in mind when you use the BCMS Vu software The larger the call center the more disk space is required to store historical data For example a small call center with one trunk group five VDNs five splits skills and ten agents using an interval of a minute will require approximately 57 KB a day a call center with three trunk groups ten VDNS 20 splits skills and 40 agents using an interval of a half hour requires approximately 400 KB a day Refer to the formula on page 1 6 for a better method of calculating historical data storage needs The more reports there are running the slower real time updates will be Historical downloads take longer at larger call centers Each DEFINITY system type has a limit to the number of ES simultaneous system management sessions that ca
114. fferent set of colors to another kind of report at the same time Configuring BCMS Vu from the Client 4 15 Configuring and Managing the BCMS Vu Software To configure a color palette 1 Inthe Options menu select Configure 2 Select Color Palettes The Color Palettes Configuration window appears 3 Select the radio button next to the graphic that displays the set of colors you want to activate 4 To visualize what the colors will look like before you exit the configuration window select Apply 5 Toclose the Color Palettes Configuration window select OK Thresholds and Maximum Values Configuration Thresholds BCMS Vu software can display or sound an alert in all reports except Pie Charts and Historical Reports whenever a specified item exceeds or falls below a pre selected value Each Client sets its own threshold values and these values do not apply to reports created by other Clients Thresholds are set for each data item not for each report Therefore once a Client sets a threshold for a data item the alert applies to that data item on all graphs text reports and Wallboard Displays created by that Client For each threshold you can specify that the alert be visual visual and audible or disabled Audible alerts An audible alert is a beep from the PC Visual alerts If the default palette is used visual alerts appear as follows na Real Time Graph Report a visual alert is indicated by the item ba
115. figuring BCMS Vu from the Server Configuring and Managing the BCMS Vu Software Configuring BCMS Vu from the Client Activating Alerts In order for an alert to function threshold s for the alert must be defined and activated You may define the threshold s before or after you activate the alert s To activate an alert 1 Inthe Options menu select Configure 2 Select Alerts The Alerts Wizard appears 3 Select the radio button next to the type of alert you want to activate Notice that you cannot choose an audible alert without an accompanying visual alert You cannot set different types of alerts for different data ES items For example if you chose visual only alerts in this wizard alerts in all reports for this client for all data items will be visual only 4 Toclose the Alerts Wizard select OK lt F E vo m i ic lt S e Configuring Color Palettes A color palette is a set of colors that are applied to different sections of a graph pie chart text report or time trace for easier differentiation between the sections BCMS Vu R2 lets you choose among four different color schemes and a gray scale scheme for a total of five different ways to differentiate between various sections of a graph pie chart and time trace When you select a new color palette that set or combination of colors applies to all graphs pie charts and time traces you cannot apply one set of colors to one kind of report and a di
116. four individual configuration wizards select it in the Options Configure menu A description of the four wizards follows If the BCMS Vu Server is operating with Windows NT 4 0 the user who runs the BCMS Vu Server must be a Power User lt F E vo i ic lt S Q Configuring BCMS Vu from the Server 4 3 Configuring and Managing the BCMS Vu Software Connecting to the DEFINITY System The Switch Connection Configuration Wizard is pages 1 3 of the larger wizard you are presented when you start BCMS Vu Server software the first time and when you choose First Time in the Option Configure menu You can also start the Switch Connection Configuration Wizard by itself You connect to the DEFINITY system from the Server The windows of the Switch Connection Configuration Wizard allow you to set up a connection between your Server PC and the DEFINITY system This connection allows you to download data from the BCMS database and to see real time BCMS data The Server can be physically connected to more than one DEFINITY system through separate serial ports on the PC but you can access data from only one DEFINITY system at a time You specify the connection information for a given DEFINITY system and give this set up a name through the Switch Connection Configuration Wizard When you start the Server software you select the name of the connection you want To connect to a DEFINITY system 1 From the Options Configure
117. ftware User Guide 585 217 102 If database location is correct and problem persists contact Lucent Resolving Problems 10 7 e Q i la E Q Troubleshooting Historical Data Downloading Problems Problem Probable Cause Action For Windows 95 Microsoft DAO Reinstall DAO Historical data installation failed 1 Close all applications download manual and scheduled freezes on 2 Insert the BCMS Vu CD Split Skill Data Table ROM into the CD drive 3 In the BCMS Vu R2 Master Setup window select Exit 4 In My Computer or Explorer select the CD ROM drive 5 In the folder Server dao disk1 double click on setup exe The program will correctly install DAO 10 8 Resolving Problems Troubleshooting Historical Report Problems Problem Probable Cause Action Error message appears on PC monitor list bcms xxx day Column data in BCMS has overflowed DEFINITY system display capacity Historical Report indicates that an agent was logged on 1092 min 15 sec but agent was actually logged on for a longer period of time 1092 min 15 sec 18 hr 12 min 15 sec is the longest period of time that DEFINITY system can record Make sure each agent has a unique ID and logs out at the end of each shift This error is reported if the value of any data item overflows that is becomes larger than the maximum
118. ge 7 13 Be sure you check the box next to Display data on physical wallboard on page 1 of the Wallboard Properties wizard If you try to send a display to a wallboard that is being used the Wallboard connection failed window appears with the following message The following wallboards were already in use lt name gt lt name gt Sending a Wallboard Display to an External Wallboard 8 3 Displaying Information on External Wallboards Broadcasting a Message on an External Wallboard If an external wallboard is registered with BCMS Vu Server you can send short messages to the wallboard connected to any PC in the network that is running BCMS Vu Wallboard software and from the Server PC For example you might broadcast birthday messages or announcements about shift changes To broadcast a message on a wallboard do the following 1 Choose Broadcast Message from the Options menu The Broadcast Message window appears Broadcast Message Properties Wizard Page 1 of 1 Select the type of wallboard s on which to display data Number of lines Two Lines Available Wallboards Selected Wallboards Spectrum 20 Ferrograph Spectrum 26 ada Spectrum 33 Add All gt Add gt e lt Remove All 8 4 Broadcasting a Message on an External Wallboard Displaying Information on External Wallboards In the pull down menu select the number of lines supported by the wallboard on which you want the m
119. ged in and available 24 hours a day which will cause this error to be logged 1108 BCMS Vu passed incomplete data to historical download code Contact Lucent Technologies Error Codes 10 39 E vo m i ic E Q Troubleshooting Description Resolution 1110 Mismatch between a split s list of agents and the overall list of agents This may happen when agent definitions are changed on the DEFINITY system Try another download and see if it goes away Otherwise contact Lucent Technologies 1111 DAO failed to initialize Reinstall DAO 1 Close all applications 2 Insert the BCMS Vu CD ROM into the CD drive 3 In the BCMS Vu R2 Master Setup window select Exit 4 In Windows My Computer or Explorer select the CD ROM drive 5 Inthe folder Server dao disk1 double click on setup exe The program will correctly install DAO 4000 Attempt to run more than one Server There are two BCMS Vu Servers running If one of them is not visible try looking for it in Task Manager Windows NT 4 0 or Close Program Windows 95 4001 A client has attempted to log in when the maximum number are already logged in This Client cannot be connected to the Server because there are already lt number gt Clients logged in You must wait until a Client logs out of the Server The lt number gt is determined by the
120. han one line enter the subsequent line s in the message box es below 7 Select the radio button next to the color green yellow or red in which you want the message displayed 8 Inthe Message hold time text box enter how long in seconds you want each line of the message to appear on the external wallboard before the next line appears 9 Inthe Message display time text box enter the period of time in hr min sec that you want the entire message to be displayed 10 To send the message to the wallboard select Finish 8 6 Broadcasting a Message on an External Wallboard Displaying Information on External Wallboards Cancelling a Broadcast Message To cancel a broadcast message in progress select Cancel Broadcast from the Options menu oc E vo e ic lt S Q Cancelling a Broadcast Message 8 7 Displaying Information on External Wallboards 8 8 Cancelling a Broadcast Message BCMS Vu Real Time and Historical Report Data Items Introduction BCMS Vu uses data items that are stored in database tables to build real time and historical reports Real time data items are retrieved directly from the BCMS on the DEFINITY system Historical data items previously downloaded from BCMS are stored in a historical database on your PC This chapter defines every data item that is used by BCMS Vu to create both real time and historical reports It consists of two tables Data Items
121. hat removed from the are targeted to that printer list printer will print if the printer is still on the network and you will not be informed of this 10 10 Resolving Problems Troubleshooting Real Time Report Problems Problem Probable Cause Action For non EAS Login ID option is not Validate Login ID at the installations validated DEFINITY system by doing Agent Reports are not the following functioning properly e If the System Customer Option Field bcms We login IDs is set to y the Feature related Sys tem Parameters Field Validate loginIDs must also be set to y e If bcmsloginIDs is set to n call Lucent Real time reports are not changing Lost connection to the DEFINITY system Check connection on status bar Try to reconnect to the DEFINITY system if the connection is not active and if the DEFINITY system is still operational Reports and or downloads do not appear to be functioning Lack of proper user Make sure the login ID for permission the DEFINITY system has the following permissions Display Admin and Maint Data and System Measurements Improper Make sure you are using the username password correct username password combination Try manual login on SAT Resolving Problems 10 11 o i amp E Q Troubleshooting Real Time Report Problems Problem Probable Cause
122. hat you want to delete Interval data only Daily data only Both interval and daily N E ov m i io lt S Q You can delete all of the data selected according to the date on which it was stored length of time it has been stored In the latter case you can order that records stored more than a given length of time be deleted daily CAUTION The importance of performing periodic backup of your database cannot be overemphasized To protect the integrity of your database you must schedule frequent backups on a regular basis The BCMS Vu Server Main Window 2 13 BCMS Vu Server Basics Menu Item Action Repair Database The database records that have been downloaded and stored on your PC hard disk can become corrupted You can correct this by using the Repair Database command in the Options menu After you repair the database you will probably want to update the database Index that allows reports to be quickly created You can also compact the database in order to store more data on your hard disk Connect Connects the Server to a DEFINITY system If the Server is already connected to a switch this command is disabled Disconnect Breaks the connection between the Server and the DEFINITY system If there is no active connection with the DEFINITY system this command is disabled View The View menu has the following items
123. he previous window Creating a Real Time Pie Chart Report 7 7 Working with Reports The following illustration shows the window that appears if you select Agent Work State for Split Skill in the first window Pie Chart Properties Wizard Page 2 of 2 Selectthe split skill to be charted Split Skill name 3 Marketing ENTRA 2 Complaints 20 Service 1000 Sales 3333 Bill Inquiries Help Cancel Back Next gt 5 For an Agent Work States for Split Skill Report or a VDN Calls Summary Report select a split skill or VDN from the pull down menu For an Agent Call Summary report select a split skill and an agent from the two pull down menus 6 To close the wizard and display the Pie Chart Report select Finish The Graph Properties Wizard closes and the Real Time Pie Chart you have just defined appears on the BCMS Vu main window 7 8 Creating a Real Time Pie Chart Report Working with Reports If you choose Agent Work States for Split Skill on the first page of the wizard your pie chart report resembles the following illustration quel ok loka summary pee Aan Eu Sp trekil 3 Marketing El i BE E fom vo i oc p Q Total Arad atl 5 MY Taal ACh 17 I Tata Ac SOC Teal Aus 81 Tod Eun ta Tatal Cabas LJ After you create a new report you can save it if you want to If you try to close a report without saving it a message appears asking if you want to
124. help Program Files Works BCMSVuServer 11386 Recycler Client lcons 1Smt smt Compas JMsg_mgr Temp Corel IMSOffice Temporary deleteme My Documents Test Exchange _jnotes unzipped n File name agentd doc Save as type Word for Windows doc Cancel 6 10 Exporting Historical Reports Working with Reports Overview Chapters 5 and 6 described Real Time and Historical Reports what they are and what they measure In this chapter you will learn how to Create different types of reports Open previously saved reports hange the properties of a report rint reports chedule the printing of Historical Reports Use the controls on the Historical Report window Reports are created saved opened edited and printed from BCMS Vu Client Q j e 0 o o en Overview 7 1 Working with Reports Creating a Real Time Graph Report To create a Real Time Graph Report 1 Inthe File menu select New Report The New window appears 2 Select Real Time Graph The Select the type of data you wish to graph window appears Real Time Graph Properties Wizard Page 1 of 4 Select the type of data you wish to graph Split Skill summary Split Skill details C VDN summary Help Cancel 3 Select the radio button next to the type of data for example Agent summary that you want to show on this Real Time Graph 4 Select Next 7 2 Creating a Real Time
125. hey are completed The maximum value is 255 9 6 Data ltems Real Time Reports BCMS Vu Real Time and Historical Data Items Data Items Real Time Reports Data Report Definition Item Type EXT Out Agent Number of non ACD calls that this agent has made that Call Summary completed during the current interval Calls in process are Graph not counted until they are completed The maximum value is 255 Flow Out VDN Total number of calls to the VDN that were successfully routed to another VDN or off the DEFINITY system Oldest Call Split Skill Amount of time that the oldest call currently waiting has Detail spent in this split skill s queue and ringing at an agent Graph Oldest Call Split Skill Amount of time that the oldest call has been waiting in this Summary split skill s queue and ringing to be answered Graph Oldest Call VDN The number of calls that encountered this VDN and have not been answered abandoned outflowed or forced busy disc Includes calls in queues in vector processing and ringing at e an agent s station E Total ACD Split Skill Total number of ACD calls that were answered by this agent F Detail for this split skill that completed during the current interval S Graph Calls in process are not counted until they are completed O Total ACW Split Skill The number of agents in this split skill who are currently in Detail ACW mode for this split skill Refer
126. historical data in default locations If you accept the default location historical data is stored in C Program files Lucent BCMS Vu Server You can decide to store the data in another location E When you install BCMS Vu Server software the installation Managing BCMS Vu Historical Data 4 21 Configuring and Managing the BCMS Vu Software How the DEFINITY System Stores Data The DEFINITY system stores interval data for only 24 intervals 12 hours of half hour intervals and 24 hours of hour intervals and daily data for only seven days In order to save data for longer periods you must download it before it is deleted from the DEFINITY system Using the Server you download the data to the hard disk where the database destination location has been defined You can perform the download immediately or you can schedule it to take place later on a regular basis When you schedule downloads to take place on a regular basis you choose how frequently the downloads occur You can specify that they occur as often as every hour or as infrequently as every twenty four hours Remember however that the intervals you choose for downloading data from the DEFINITY system are not necessarily the same as the intervals at which data is stored on the DEFINITY system Be sure that you download data often enough so that none is lost For example if the DEFINITY system saves interval data every half hour you should download interval data at least eve
127. ification window refer to page 2 5 appears Highlight the Server name that will connect to the DEFINITY system you want to monitor and select Connect 2 8 Starting BCMS Vu Server Software BCMS Vu Server Basics Exiting BCMS Vu Server Software Do not exit BCMS Vu Server while any client is connected ey to the Server or you may experience problems You can exit BCMS Vu Server software using any of the standard Windows methods including Select Exit from the File menu Select the Close button in the upper right corner of the main window Select Close from the System drop down menu box BCMS Vu can take a while to shut down If you experience problems with other applications not working properly you may want to make sure that the BCMS Vu software shut down completely and end the task if it did not To do this complete the following steps N E vo m e o lt S Q 1 Press CTRL ALT DEL to open the Windows NT Security window Windows NT 4 0 or Close Program window Windows 95 2 Select Task Manager Windows NT 4 0 only 3 In the Windows NT Task Manager window or Close Program window look for BCMS VuServer 4 If it is displayed in the list of running applications highlight it 5 Select End Process Windows NT 4 0 or End Task Windows 95 Exiting BCMS Vu Server Software 2 9 BCMS Vu Server Basics The BCMS Vu Server Main Window The BCMS Vu Server main window cont
128. ing this interval ACD Calls VDN The total number of completed split skill and direct agent ACD calls processed by this VDN that were answered by agents in an internally measured split skill during this period Agent Agent The extension or login ID of the agent Agent Agent The name of the agent If no name is administered the Name agent s extension is displayed in the form EXT 65432 Data Items Historical Reports 9 11 e E vo m i i f Q BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Report Definition Item Type Avg Split Skill The average time before an ACD call abandons This value Aband does not include any time spent in another split skill s Time queue before flowing into this split skill The calculation is AVG ABANDTIME Sum of each abandoned call s time in queue Total Number of Abandoned Calls This value does not include time listening to a forced first announcement or calls that abandon before queuing to the split skill Avg VDN The average time calls spent waiting in this VDN before Aband being abandoned by the caller during the current interval Time The calculation is AVG ABAND TIME Total VDN Abandon Time Total Number of Abandoned VDN Calls Avg Extn Agent Average time that was spent talking on non ACD calls that Time completed during this interval This does not include time the call spent on hold The calculati
129. ing a Time Trace Report 7 25 Working with Reports Creating a Historical Report To create a Historical Report 1 From the File menu select New Report The New window appears 2 Select Historical Report from the New window Page 1 of the Historical Report Wizard the Select the class of report you wish to create window appears Historical Report Wizard Page 1 of 6 Selectthe class of report you wish to create The class of report specifies the fields that will be included in the report Class of report Agent bd Agent Agent Summary Split Skill Trunk VDN Abandoned Calls Split Skill Abandoned Calls VDN Overflowed Calls Split Skill Overflowed Calls DN Cancel 3 Use the drop down list to choose one of the available Historical Report formats 4 Select Next 7 26 Creating a Historical Report Working with Reports Page 2 of the Historical Report Wizard appears The contents of this window depend on what you selected in step 3 but it will be similar to the window in the following illustration Historical Report Wizard Page 2 of 6 Select the agents you wish to include in the report Available Agents Selected Agents 4202 T10 Agent 4202 4208 T10 Agent 4208 4203 T10 agent 4203 Add All gt 4212 T10 agent 4212 4204 T10 Agent 4204 4100 Manual agent 41 4205 T10 agent 4205 AY 4201 T10 agent 4201 4206 T10 Agent 4206 Add 4207 T10 agent 4207 4211 T10 Agent 4211 4213 T10 agent 42
130. ir Database Status Bar o o o oo Stop DataDownload System Configuration A PR EET Toolbar s saosa cmos anioe E o Update BCMS Data VIEW ga reran dev aa a is Co online help e a t i i repair database server actionarea simulator A EN statusbar o oooo 12 14 D 16 system configuration system menu box 2 11 terminate historical data download IN 2 BCMS Vu Server See BCMS Vu Server software BCMS Vu software benefits ie D e UE we xg compatibility with other software definitioN lt lt differences between R1 and R2 features ace e funcions o soes ar iom ooo oo languages supported requirements o ooo restrictions a ic a ceo ee ee USOS rr a o A ck S RR when to USC o ooo BCMS Vu Wallboard software CLOSING ear aid Sah AR ee EX n aru e a ues a teal Starting csse y vae pans y xe broadcast message s Broadcast Message menu broadcasting amessage C Cancel Broadcast menu Cascade menu Client xs pa deni ln Pam cascade windows Clienti sesi daadaa kaiaka Server 24 1 God ee i Cascade Windows toolbar button changing properties of a report choosing the appropriate type of report Close Report menu AaTeport eoe ag tdi He ee e BCMS Vu Client software BCMS Vu
131. it 4 and both an inflow and an answer are recorded in the statistics for split 5 Similarly if a call queued to more than one split routes to another split an outflow is recorded to the statistics for the primary split but no inflow is recorded to the statistics for the routed to split Flow Out VDN The total number of calls that were routed to another VDN or off of the DEFINITY system Once a call outflows the system does not take further measurements on the call for this VDN Group Trunk The trunk group number Group Trunk The name that is administered for this trunk group If no Name name is administered then this field is displayed as blank Incoming Trunk Total number of incoming calls on this trunk group that Aband abandoned during this interval Incoming Trunk The total number of incoming calls carried by this trunk Calls group that ended during this interval Incoming Trunk The total holding time usage for incoming calls to the trunk CCS group during the specified reporting interval The units are expressed in hundred call seconds CCS Data Items Historical Reports 9 17 e E vo m i ic K Q BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Report Definition Item Type Incoming Trunk The average holding time for incoming calls to this trunk Hold group that completed during the specified reporting interval Time H
132. items you want to report on a Tf there isa Split Skill name pull down menu on the wizard page select one item from the menu b From the Available list choose the splits skills agents or VDNs you want to report on 1 To choose all splits skills agents or VDNs in the Available list select Add All 2 To choose individual splits skills agents or VDNs highlight each item and select Add 7 16 Creating a Wallboard Display Working with Reports 3 Use the Remove and Remove All buttons to remove splits skills agents or VDNs from the Selected list When all the splits skills agents or VDNs that you want to report on are in the Selected list select Next Page 4 of the Wallboard Wizard appears It varies slightly depending on which button you selected on Page 2 of the wizard For example if you choose Agent Summary in Page 2 of the wizard the following window appears D E vo gt i ic lt S Q Wallboard Properties Wizard Page 4 of 6 Select the Agent Summary items you wish to display Available Items Selected Items Split Skill Split Skill Name Agent Login ID EXT In Calls i EXT Out Calls Help Cancel Back Next gt 8 Choose the attributes data items that you want to include on the display a To choose all items in the Available list select Add All Creating a Wallboard Display 7 17 Working with Reports b To ch
133. ith the BCMS Vu software It is divided into the following sections Roning priem Error log Eomectoniog ffoubleshooting the data module Error messages In addition to using the above methods to troubleshoot BCMS Vu laid software you should always check the Readme files that are delivered with the software These files include late breaking changes to and news about the software You will find them at Start Programs Lucent Technologies Server Readme Start Programs Lucent Technologies Client Readme and Start Programs Lucent Technologies Wallboard Readme Introduction 10 1 Troubleshooting Resolving Problems Use the following guidelines to investigate and correct errors 1 Scan through the Problem column to find the description of the problem that you have encountered 2 Inthe Probable Cause column one or more problem descriptions are offered Select the one that best describes the observable condition 3 Perform the corresponding task in the Action column Starting Connecting Problems Problem Probable Cause Action Attempted to start Server software Software froze Machine name was changed in Control Panel Network Identification Computer Name Reinstall BCMS Vu Server software You do not have to first uninstall it Can t start BCMS Vu Server except in simulator mode Hardware key was not installed before BCMS Vu Server software was started
134. ivating a threshold and activating an alert Checking the box next to a caution or warning threshold in the Thresholds and Maximum Values window assigns the value in the adjacent box However the alert associated with this threshold does not function unless the alert is turned on through the Options Configure Alerts menu item 11 To close the Thresholds and Maximum Values Wizard select Finish 4 20 Configuring BCMS Vu from the Client Configuring and Managing the BCMS Vu Software Managing BCMS Vu Historical Data This section includes the following general data management topics Downloading historical data How the DEFINITY system stores data Backing up the historical database e ing historical data from the PC Backing up folders and files iring the database Re indexing the database Compacting the database Q ul lu ANNE MENE BE Managing memory allocation Downloading Historical Data Perhaps the most important task in managing your data is being sure it is downloaded regularly and safely from the DEFINITY system Failure to do this carefully can cause you to lose data irrevocably Downloading data is described in an earlier section of this chapter In order for you to download data in a timely manner and not lose data you should consider how the DEFINITY system stores data The following section describes this process V ge 3 Q program suggests that you store
135. l calls that queued to the split skill those that were answered those that abandoned those that outflowed and those that were queued to another split skill and were handled in that split skill 9 2 Data Items Real Time Reports BCMS Vu Real Time and Historical Data Items Data Items Real Time Reports Data Item Report Type Definition Within Service Leve VDN The percent of calls offered to the VDN that completed during the current interval and were answered within the acceptable service level defined on the VDN form The calculation is IN SERV LEVL acceptable x 100 calls offered calls offered is defined as acdcalls outflows abandoned connect busy disc and acceptable is the number of ACD and CONNect calls that were answered within the administered service level This field is blank if no calls were recorded for this time interval This field is also blank if no Acceptable Service Level has been administered on the VDN form Abandoned Calls Split Skill Summary Graph The total number of ACD calls that have hung up while waiting to be answered This includes those calls that have abandoned while in queue or while ringing Calls that abandon before queuing for example while listening to a forced first announcement or that cannot be queued for example because the queue is full are not counted as abandoned for the split skill Abandoned Calls
136. lecting a command in a menu for example selecting Save in the File menu or clicking on the corresponding toolbar button In this case you are instructed to select Save Conventions Used in This Document P 5 Preface Related Documents The following documents contain additional information about the BCMS Vu software and DEFINITY system BCMS Vu Software R2 Installation Guide 585 217 103 e BCMS Vu Wallboard Models WB1 WB2 IW1 and IW2 Installation Programming and Troubleshooting Instructions 555 230 706 Wallboard Models WB3 and IW3 Installation Programming and Troubleshooting Instructions 585 216 100 Wallboard Model WB5 Installation Programming Troubleshooting Instructions 585 216 102 DEFINITY Communications System Generic 3 Basic Call Management System BCMS Operations 555 230 703 DEFINITY Communications System Generic 3 Feature Description 555 230 204 DEFINITY Enterprise Communications Server Release 5 Feature Description 555 230 301 8400B Plus Data Module User Guide 555 020 709 7400B 7400B Plus Data Module User Guide 555 020 710 e Microsoft Access user documentation If you are using a spreadsheet or another application to analyze BCMS Vu historical data consult the user documentation for that application Access is a registered trademark of Microsoft Corp P 6 Related Documents Introduction BCMS Vu Software BCMS Vu is a graphical user interfac
137. ll or is performing After Call Work for another split skill the agent is not considered available and is not recorded here If a call is ringing at the agent s phone or a call is on hold the agent is not considered available unless Multiple Call Handling is active and the agent selects AI MI with a call on hold If the agentis on an extension or on an extension out call the agent is not considered available Total Extn Split Skill The number of agents in this split skill who are currently on Detail Real non ACD calls These non ACD calls may be either incoming Time direct to the extension or outgoing direct from the Graph extension Those agents receiving or making extension calls while available or while in the ACW or AUX work mode are recorded as being on extension calls Total Other Split Skill The number of agents in this split who Detail a Graph Are on a call from another split skill Arein ACW work mode for another split skill Have placed a call on HOLD and made no other state selections Have a call ringing at their voice terminals Are dialing a number to place a call or activate a feature All agents in the Other state are unavailable for ACD calls Total Split Skill The number of agents currently logged into the split skill Staffed Detail Staffed equals available agents agents on ACD calls and Graph agents in ACW AUX and Other VDN Name VDN The name of the VDN being reported If the VDN does not have a
138. lls agents trunk groups VDNs 370 BCMS interval in hours When the interval is a half hour use 185 instead of 370 in the formula Your PC s inner clock automatically changes from Standard to Daylight Savings Time if you specify this feature in Control Panel Date Time in Windows However the DEFINITY system does not change automatically We recommend that you turn off automatic daylight savings change on the PC and manually adjust the time on the DEFINITY system and on the PC at the same time when no agents are logged in or call center activity is very low If you do this remember that turning back the time on the DEFINITY system clears BCMS data on the DEFINITY system If agents are logged in at this time you may receive incorrect data when you switch to Standard Time Before you change the time perform a historical data download to minimize data loss 4 10 Configuring BCMS Vu from the Server Configuring and Managing the BCMS Vu Software Registering Wallboards When you configure a wallboard you register it with the Server A Client can then send a report or message to any wallboard connected to any PC in the network BCMS Vu Wallboard software must be installed and running on the PC to which the wallboard is connected You register a wallboard from the BCMS Vu Server The Wallboard Configuration Wizard is not part of the wizard that appears the first time you run BCMS Vu Server or when you select Option
139. load option The Autoload option starts pcANYWHERE each time the computer is turned on Do not start ppANYWHERE software unless you are asked to do so by Lucent Technologies Services and be sure to close it immediately afterwards Ifyou must leave pcANYWHERE software open at all times for your own purposes use a password that is not related in any way to the passwords you use to access the DEFINITY system or BCMS Include characters in the password that are not alphabetic use numbers special characters Do not make this password widely known Refer to the pcANYWHERE user s guide for instructions on establishing passwords Software for Maintenance Contracts 1 11 Introduction 1 12 Software for Maintenance Contracts BCMS Vu Server Basics Introduction This chapter describes the main features of BCMS Vu Server software It includes the following topics What can I do using BCMS Vu Server e Starting BCMS Vu Server software e Disconnecting BCMS Vu Server from a DEFINITY system Reconnecting BCMS Vu Server to a DEFINITY system e Exiting BCMS Vu Server software Understanding the BCMS Vu Server main window e Using BCMS Vu Server On Line Help e Introduction 2 1 BCMS Vu Server Basics What Can I Do Using BCMS Vu Server Use BCMS Vu Server to Connect to a DEFINITY system Disconnect from a DEFINITY system Download historical data from a DEFINITY system Schedule historical data downloading on
140. ltiple splits skills or types of data items are represented on the same report the maximum height of the graph will be the largest of the maximum thresholds of all the data items selected Configuring Thresholds and Maximum Values You set thresholds and maximum values from a window of the same name You open this window by selecting OptionslConfigurel Thresholds and Maximum Values The following is a description of this window When the tree in the left hand window is collapsed fully three categories of measured entities Split Skill Agent summary and VDN summary are listed You cannot set a maximum value or threshold for a category If you expand a category the data items that pertain to that category for example Calls Waiting and Oldest Call are displayed You can set a maximum value and thresholds for a data item across all members of a category For example you can designate an upper caution value of five minutes for Average Speed of Answer for all splits skills To do this 1 Expand Split Skill click on the next to the split skill icon 2 Highlight Average Speed of Answer 3 Set the upper caution value to 05 00 4 18 Configuring BCMS Vu from the Client Configuring and Managing the BCMS Vu Software A caution alert now appears in reports covering any and all splits skills where Average Speed of Answer is being measured and the average rises above 5 minutes You can also choose to set
141. menu Bits per second Choose a baud rate of 9600 Data bits Choose 8 ASCII data bits Parity Choose the None parity setting Stop bits Choose 1 stop bit Flow control Choose Xon Xoff for the flow control Troubleshooting the Data Module 10 33 E vo m i ic K Q Troubleshooting The Port Settings should look like this COM2 Properties Bits per second Data bits Parity Stop bits Flow control Xen off v Restore Defaults 9 Select OK to set your current settings and close the COM Properties dialog box 10 In the HyperTerminal window press the Enter key 11 Type ati 10 34 Troubleshooting the Data Module Troubleshooting 12 Press the Enter key again If nothing happens repeat steps 9 through 12 13 Enter atd lt extension gt where lt extension gt is the hunt group number In the following example it is 4444 If you chose a COM Port in step 5 that is being used by your PC but is not attached to the data module you cannot type in the HyperTerminal window Check the cabling between the PC and the data module and between the data module and the DEFINITY system Exit HyperTerminal and restart it before testing the next COM Port 14 When the HyperTerminal window resembles the following illustration AE EL Module Test HyperTerminal BAM File Edit View Call Transfer Help Connected 0 01 41 Auto de
142. n ID gt and lt Agent States gt are replaced by the data item value 7 20 Creating a Wallboard Display 15 Working with Reports The display at the bottom of this wizard reflects the choice you made from the pull down menu on Page 5 of the wizard In the previous example Two Lines was chosen on page 1 of the wizard This reflects the fact that the targeted extended wallboard is constructed to display only two rows of text Three line wallboard was selected on page 5 of the wizard This distributes the reported data items over three lines of text Since the external wallboard can display only two rows of characters at a time the three lines of the text must alternate on the external wallboard If Fixed first line is checked on page 5 of the wizard the first line of text split skill always appears on the top row of the wallboard and lines 2 and 3 of the text alternate on the second row If Display data on physical wallboard was not checked on page 1 of the wizard the number of lines chosen on page 5 of the wizard appears in the black window at the bottom of pages 5 and 6 If you are satisfied with the settings you have specified select Finish The Wallboard Properties Wizard closes and the Wallboard Display you have just defined appears in the BCMS Vu main window The display also appears on the external wallboard if you selected the Display data on physical wallboard checkbox on page 1 of the wiz
143. n a split skill s queue and time ringing This calculation is AVG SPEED ANS Total Answer Time Total ACD Calls Total CONNect CALLS A completed call can span more than one time period ACD calls that are in process have not terminated are counted in the time period in which they terminate For example if an ACD call begins in the 10 00 to 11 00 time period but terminates in the 11 00 to 12 00 time period the data for this call is counted in the 11 00 to 12 00 time period Avg Staff Split Skill The average number of agents who were logged into this split skill staffed during the reporting interval AVG STAFF Total Staff Time Time Interval Data Items Historical Reports 9 13 e E o m a x E Q BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Item Report Type Definition Avg Talk Hold Time VDN The average duration of ACD calls from answer to disconnect for this VDN during the current interval This includes time spent talking and on hold The calculation does not include time spent ringing at an agent The calculation is AVG TALK TIME Total ACD Talk Time Total ACD Hold Time ACD Calls Avg Talk Time Agent The average duration of ACD calls for all internally measured splits skills the agent was logged into This value includes time spent talking but does not include the amount of time the agent was
144. n be active at any one time Each BCMS Vu Server that is currently logged into the DEFINITY system counts as one session Help Escalation If errors occur while you are using BCMS Vu software take the following steps to resolve the error 1 2 Consult on line help Refer to the l Iroubleshooting chapter to see if the error is discussed there Contact your Lucent Technologies product distributor In the United States you can also call the Lucent Technologies Call Center Helpline on 1 800 242 2121 1 10 Performance Considerations Introduction Software for Maintenance Contracts In addition to installing BMCS Vu software you need to install pcANYWHERE software on the same PC as the Server software The pcANYWHERE software enables Lucent Technologies Services to log into your PC remotely and perform troubleshooting procedures Use the installation procedures in the pcANYWHERE documentation to install your Server PC as a host computer Lucent Technologies recommends that pcANYWHERE software be opened only when working with Lucent Technologies Services personnel to prevent unauthorized remote access to the BCMS Vu Server PC Remote access is possible only when pcANYWHERE software is open and set up as a host PC BCMS Vu Server PC it is essential that you take the following precautions ied Because pcANYWHERE software allows a remote PC to access the While installing pcANYWHERE software do not select the Auto
145. n interval BCMS leaves the value for the service level blank while BCMS Vu includes a zero value for the service level This difference does not affect the summary calculation for the In Serv Levl because the summary calculation is a weighted average and it does not include the intervals for which null blank and zero were entered for the service level Automatic Call Distribution A DEFINITY system 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 GL 1 Glossary ACD Call ACD split skill Active document Active report ACW Al Agent GL 2 An ACD call is a call that was queued to a split skill and then answered by an agent in that split skill or a call that queued as a direct agent call and was answered by the agent to whom it was queued See SpE See Active report The report whose window is currently selected To make a report the active report open it and click on its title bar or anywhere in the report After Call Work ACD work done when the agent is not on a call There are two types of after call work ACW call related ACW and ACW not associated with a call For G3V4 time the agents spent on non ACD calls in ACW is not included nor is time in ACW following a non ACD call Time on non ACD calls in ACW is included for the DEFINITY system Aut
146. nds Includes Direct Agent calls Available Agents Split Skill Summary Graph The number of agents in this split skill who are currently available to receive an ACD call directed to this split skill Average Abandoned Time Split Skill Summary Graph The average time before an ACD call abandons This does not include any time spent in another split skill s queue before intraflowing to this split skill The calculation is AVG ABAND TIME Sum of each aband call s time in queue Total AbanTime Total Number of Abandoned Calls This value does not include time spent listening to a forced first announcement or calls that abandon before queuing to the split skill Average Abandoned Time VDN The average time abandoned calls waited before abandoning during the current period The calculation is AVG ABAND TIME Total Abandon Time Total Calls Abandoned Average After Call Split Skill Summary Graph The average ACW time for call related ACW time completed by agents in this split during this time interval Call related ACW is the time that occurs immediately after an ACD call that is when an agent was in Manual mode and an ACD call ended or when the agent presses the ACW button during an ACD call For G3V4 time that the agents spent on non ACD calls in ACW is not included nor is time in ACW following a non ACD Call Time on non ACD calls in ACW is included for the DEFINITY ECS The
147. nnection with a Server this command is disabled Schedule Lets you schedule the printing of Historical Historical Reports at a later date Reports The BCMS Vu Client Main Window 3 11 ise E vo m i ic lt S Q BCMS Vu Client Basics View The View menu has the following items Menu Item Action Toolbar Shows or hides the toolbar Status Bar Shows or hides the status bar Error log Displays the error log Because the error log is stored on the Server this item is disabled when the client is not connected to a Server Window The Window menu has the following items Menu Item Action Tile Arranges windows in non overlapping tiles Cascade Arranges windows so that they overlap list of open Goes to a specified report Available only reports when one or more reports are open Help The Help menu has the following items Menu Item Action Help topics Displays a list of help topic categories About BCMS Vu Displays version and copyright information about BCMS Vu 3 12 The BCMS Vu Client Main Window BCMS Vu Client Basics Toolbar The following BCMS Vu toolbar buttons provide quick ways to start common BCMS Vu tasks Icon Name Command New Report Creates a new Real Time or Historical Report or Wallboard Display Open Reports Opens an existing Real Time or Historical Report or Wallboard Display Save Report
148. ns to common operation problems you may encounter and explains error messages Defines commonly used telecommunications and call center terms that are used in this document and the BCMS Vu software P 4 Contents of This Document Preface Conventions Used in This Document The following conventions are used in this document Bold type Menu names button names option names and file paths on a disk are shown in bold type For example Select Save from the File menu The file is located in C Program Files Sometimes items are shown in bold type for emphasis Italics Italics are used for trademarks the exact wording of file names and the titles of referenced documents For example BCMS Vu software runs on Microsoft Windows Look for the file bemsvuclient Sometimes words are italicized for emphasis Mouse button Unless the secondary mouse button is specified use the primary mouse button whenever you are instructed to click or select an item Terminology Standard call center industry terminology is used in this document as well as terms such as split skill ACD and AUX For definitions of terms used in this document refer to the Whenever there are several ways to perform a command for example double click on a file name or highlight the file name and click on OK the term select is used You may choose either of the methods Another example of different ways to do the same thing is either se
149. nt main window contains the following items as shown in the figure below 9 System menu box 9 Status bar Titlebar Report display area Menu bar Connection status Toolbar e Server name System menu box Title bar Menu bar Toolbar For Heri arar FI Status bar Report display area Connection status Server PC name 3 8 The BCMS Vu Client Main Window BCMS Vu Client Basics System Menu Box Use the System Menu box to carry out common Windows operations such as closing the current window Title Bar The Title bar displays the name of the application in this case Lucent Technologies BCMS Vu Client If one or more reports in the report display area are displayed the name of the active report is also shown in the title bar Menu Bar The Menu bar displays the available drop down menu commands The following tables present the options available from each menu File The File menu has the following items ise E vo m i x lt S Q Menu Item Action New Report Creates a new report Open Reports Opens an existing report Close Report Closes an open report Save Report Saves an open report with the same file name Save Report As Saves an open report to a different file name Print Report If a Real Time Text Report or a Historical Report is active selecting this menu item displays a standard Windows print window The BCMS Vu Client M
150. number of a split skill agent or VDN However you cannot choose what attributes are measured When the value of an item in a Real Time Text Report triggers a visual alert the background of the text changes to yellow caution or red warning If there is no data available from the DEFINITY system zeros appear in this report as the values of items This section describes the following topics e Categories of Real Time Text Reports Sample Real Time Text Report Real Time Text Report attributes WM o m i i f Q About Real Time Text Reports 5 13 Report Basics Categories of Real Time Text Reports There are three categories of Real Time Text Reports 9 System Summary Real Time Text Report Displays predetermined attributes of one or several splits skills that you select Split Skill Summary Real Time Text Report Displays predetermined attributes of a single split skill that you select VDN Summary Real Time Text Report Displays predetermined attributes of one or more VDNs that you select The VDN Real Time Text Report is available only if the Vectoring feature is administered on the DEFINITY system Sample Real Time Text Report Below is an example of how Real Time Text reports appear in BCMS Vu SAE coary ee reper Used Creating a Real Time Text Report o Create a Real Time Text Report refer to Creating a Real Time Text on page 7 10 5 14 About Real Time Te
151. o m ea a f e b If the server s name is not in the list of server names double click Add Server or select Add The Server Selection window appears c In the Server Selection window enter the name of the new Server you want to create and configure d Select OK The Server Selection window disappears and the Server Connection window reappears e To save the name of the new Server in the list of Server names and connect to it highlight it and select Connect f Tosave the name of the Server in the list of Server names without connecting to it select Save The Server Connection window closes Starting BCMS Vu Client Software 3 5 BCMS Vu Client Basics Disconnecting BCMS Vu Client from a Server If BCMS Vu Client is generating reports do not close the 7 Client application or disconnect the Client from the Server until the reports are displayed or you will lose some of the reports If BCMS Vu Client is connected to a Server you can disconnect from the Server without closing the Client application by doing either of the following In the Options menu select Disconnect or Select the Disconnect toolbar button z K Reconnecting BCMS Vu Client to a Server If you have disconnected the Client from a Server without closing the Client application you can reconnect by doing either of the following In the Options menu select Connect or Select the Connect toolbar button an K
152. o In 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 The login ID that staffed the extension or VRU port This term is often extended to mean the person who used the ID to staff the extension Glossary AUX The work state an agent is in when logged into a split skill but not in ACD ACW or Other work states AUX work mode is a work mode in which agents are engaged in non ACD work This may represent a break or lunch training mail team meetings etc BCMS Basic Call Center Management System A software feature of the DEFINITY system which collects data about inbound ACD calls and how they are handled ccs The report item Centum Call Seconds CCS is the number of 100 second increments in which the trunk was busy during the intrahour interval A trunk is seized while the call is in queue and while the call is connected to an agent Therefore wait time for abandoned calls is figured into the CCS figures For example since a half hour has 1800 seconds the maximum CCS for each trunk in a trunk group is 18 CCS Multiplying 18 CCS by the number of trunks in a trunk group gives you the maximum occupancy for the trunk group which you can then compare with your actual CCS A CCS example follows x The trunk for this 100 second increment is busy The trunk may not bc busy for the entire 100 second increment
153. o add a Server name to the list double click the Add Server icon or click the Add button Server Names fal Add Server gl BCMSVuServer Chapter 2 Save Cancel Help 5 Highlight the name of the server that will connect to the switch you want to monitor and select Connect The first time you open BCMS Vu Server accept the default BCMSVuServer as the Server name Starting BCMS Vu Server Software 2 5 BCMS Vu Server Basics 6 Ifthe name of the Server to which you want to connect is not in the list of server names select Add Server or Add A second Server Identification window appears a In the second Server Identification window enter the name used to identify the server you want to add to the list b Select OK The second Server Identification window disappears and the first Server Identification window becomes the active window c If you want to keep the name of the Server you just added in the list of Servers select Save d Highlight the name of the Server you just added to the list and select Connect The Server Identification window disappears Opening BCMS Vu Server the First Time The first time you connect to the Server after you install lul BCMS Vu Server software a configuration wizard appears The first window of this wizard the Welcome window gives you some information about what follows It is shown in the following illustration
154. of Real Time Pie Chart Reports attributes x uoce Fb tw oed closing creating Real Time Text Reports attributes CLOSINGS sk wa ER es creating types oko Rem eR RO eg recently used reportsmenu reconnecting to the DEFINITY system related documents relative time repair database report display area report properties o o Report Properties menu Report Properties toolbar button e te a Some RO oa ae dicum s changing properties choosing the appropriate type closifig ce ek aaa ae ee opening printing printing to a file saving See Sed See Real Time Graph Reports See Real Time Pie Chart reports See Real Time Text Reports Sed types of requirements administrative disk storage space hardware non EAS installations permissions cL software oo less resolving problems S save report SAVE report aS so suo eR Ruhm s Save Report As menu Save Report menu Save Report toolbar button saving a report schedule Historical Reports Schedule Historical Reports menu Schedule Historical Reports toolbar button 3 13 scheduling printing of Historical Reports sending a display to an external wallboard IN 5 Index server actionarea Server Connect toolbar button Server Disconnect toolbar button servername 0 0000 0 shares Sharm scs H
155. of 4 Select the Agent Summary items you wish to graph Available Items Selected Items EXT Out Calls ACD Calls Add All gt Add gt EXT In Calls lt Remove lt Remove All D Help Cancel lt Back Next gt 7 Select the attributes data items that you want to include on the display a To select all items in the Available list select Add All b To select individual items highlight them and select Add c Use the Remove and Remove All buttons to remove attributes that you do not want to display 7 4 Creating a Real Time Graph Report Working with Reports 8 When all the data items you want to display are in the Selected Items list select Next The Select orientation of the bar chart window appears Real Time Graph Properties Wizard Page 4 of 4 Select the orientation of the bar chart Vertical Bars O Horizontal Bars Chapter 7 Selectthe grouping ofthe bar chart data By agent By data item 9 a Select the radio button next to Vertical Bars or Horizontal Bars depending on how you want the bars in the chart to align themselves b Select the radio button next to either By split skill or By agent or By VDN as appropriate or By data item depending on how you want the data arranged on the report Refer to on page 5 5 for examples of the two ways of displaying Real Time Graph Reports 10 To close the wiz
156. of interval and daily data separately 1 4 Differences between R1 and R2 Introduction In addition BCMS Vu is now licensed for one five or ten clients ES The 486 processor is no longer supported o w i i E Q Differences between R1 and R2 1 5 Introduction Operating Environment To install BCMS Vu Software R2 you must have at least the following hardware and software For the BCMS Vu Server PC O Asingle processor Pentium Ol Windows 95 for a Server with one Client attached or Windows NT 4 0 Server or Workstation for a Server with more than one Client attached with Service Pack 3 installed on the PC 64 MB of main memory Up to 500 MB 512 000 KB of disk space A double speed CD ROM drive If you install the software from a remote network drive the P machine on which the software is installed either Server Client or Wallboard does not need a CD ROM drive O One serial port to connect to the DEFINITY system through a data module This serial port must be an external port 1 You may need other unused serial ports One to connect to a wallboard This serial port must be an external port One for remote maintenance if you are using an external modem For splits skills agents VDNs and trunk groups measured by BCMS the following formula is an approximate guide to the space required in megabytes for each day s historical data when the interval measured is an hour
157. ogin ID as such or 1 Open Start Programs Administrative Tools User Manager 2 In the upper window click on your user name 3 Click on Groups 4 Add Administra tor or Power User to the Server 10 22 Resolving Problems Troubleshooting Miscellaneous Problems Problem Probable Cause Action On Novell network Novell network not When you use a Novell only properly administered network you must use a Cun varcadirdatabasa TCP IP stack configuration or configuration files in If the Server is running on a supposedly shared Windows NT 4 0 machine or folders a Windows 95 machine using domain validation all Clients must log into either the same domain as the NT 4 0 machine or to a domain that has a trustee relationship with that domain in addition to logging into the Novell LAN You may need to refer to your network documentation or contact your network supervisor to do this On a LAN network Incorrect network When you use DHCP you M with DHCP configuration must be sure the PC 5 Remote Client can t ns Me EP vu 2 server has a static IP S stay connected to the address Q Server long enough to receive data When you configure DHCP the host name under DNS in TCP IP network properties must be the name of the PC Resolving Problems 10 23 Troubleshooting Miscellaneous Problems Problem Probable Cause Action On Windows 95 R
158. olding time is defined as the length of time in minutes and seconds that a facility is used during a call The calculation for incoming time is INCOMING TIME Total Holding Time for all Incoming Calls Total Number of Incoming Calls Outgoing Trunk The total number of outgoing calls for this trunk group that Calls completed during the specified reporting interval Outgoing Trunk The total holding time usage for outgoing calls from this CCS trunk group The units are expressed in CCS Outgoing Trunk The average holding time for outgoing calls that completed Hold during the specified reporting interval The calculation is bad OUTGOING TIME Total Holding Time for Outgoing Calls Total Number of Outgoing Calls Outgoing Trunk The total number of outgoing calls that were placed over this Comp trunk group and answered during the specified reporting interval A callis considered completed if network answer supervision is returned or if the call lasts longer than the answer supervision time out parameter Split Split Skill The split skill number Split Name Split Skill Displays the name that is administered for this split number If no name exists BCMS displays the split extension for example EXT 65432 9 18 Data Items Historical Reports BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Report Definition Item Type Time Day Agent The time or day interval specified in the command line
159. on is AVG EXTN TIME Total Ext Time Total Number of Ext Calls 9 12 Data Items Historical Reports BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Item Report Type Definition Avg Speed Ans Split Skill The average amount of time that answered ACD calls split skill and Direct Agent that completed during the reporting interval spent in queue and ringing at an agent before being answered during the reporting interval Calls that flowed in do not have queue time from the previous split skill included in this average This calculation is AVG SPEED ANS Sum of Each Completed Call s Time In Queue Time Ringing Total Number of ACD Calls Answered Keep the following things in mind This value does not include time before the call queued to this split skill for example while listening to a forced first announcement A completed call may span more than one time period ACD calls that are in process have not terminated are counted in the time period in which they terminate For example if an ACD call begins in the 10 00 to 11 00 time period but terminates in the 11 00 to 12 00 time period the data for this call is counted in the 11 00 to 12 00 time period Avg Speed Ans VDN The average time to answer ACD and connect calls see CONN Calsfoelow that completed for this VDN during the current period This includes the time in vector processing i
160. onfigure Clients and add the Windows login ID of the user on the Client PC 8504 Too many connections to the This Client cannot be connected Server The limit is number to the Server because there are already number Clients logged in You must wait until a Client logs out of the Server The number is determined by the type of hardware key installed Error Codes 10 47 E ov m i io f Q Troubleshooting ID Description Resolution 8505 The Server is performing Typically database maintenance operations repairs compaction are being carried out Check the Server to see what it is doing and if necessary wait for the operation to finish 8506 Unknown rejection code The Server has rejected the lt number gt Client connection for an unknown reason Contact Lucent Technologies 8507 The Server is not properly The Server has detected a serious configured problem with its own configuration Check the Server configuration through Options Configure Switch Connection 8508 The Server could not be The Client has attempted to use connected the Server without connecting to it Contact Lucent Technologies 8509 The historical database was not On the Server application go to accessible through the share menu item Options Configure Sharing Setup and note the name of the share Go to menu item Options Configure Downloads to find the location of the hi
161. oose individual items highlight them and select Add c Use the Remove and Remove All buttons to remove attributes that you do not want to display 9 When all the data items you want to display are in the Selected Items list select Next Page 5 of the Wallboard Wizard appears Wallboard Properties Wizard Page 5 of 6 Selectthe type of Wallboard The animation below shows you what the Wallboard will look like Three line wallboard M Fixed first line Length of time in seconds to hold each line of text still b Finish 10 Use the drop down menu at the top of the wizard page to select how many lines of text you want all the information to occupy This is not necessarily the same number of rows of text that appear at one time on the external wallboards you selected Rather it is the number of lines of 7 18 Creating a Wallboard Display Working with Reports text over which all the information will be spread The more lines of text you choose from the menu the less packed together the characters will be in the rows of the display If you have many items to display you should choose Four line wallboard Obviously if you choose more lines of text from this menu than there are rows on the external wallboard the lines of text will have to alternate on the external wallboard 11 If you choose Three line wallboard a check box next to the words Fixed first line appears If you check this
162. ori qure doe simulator mode Ls simulator BCMS VuServer software compatibility required aee ee soe m en restrictions 004 Split Skill Historical Report startdate o starting BCMS Vu Client software BCMS Vu Server software BCMS Vu Wallboard software staticIPaddress status bar Client ovarios Server Status Bar menu stop historical data download system configuration system menu box CHEE s ose Eds 3 9 Gerger Gok eo ew ARE wee ee 2 11 T task manager 2 9 18 7 terminate historical data download tile windows Client o sae SA 3 14 DELIVER dose dicus ia Ye 2 15 Tile Windows toolbar button 3 14 time adjustment for daylight savings time format of in Historical Reports Time Trace Reports attributes 5 24 characteristics of 5 22 CLOSING oe iue e RUE a creating a ow e deor ae Xs Opening sues n E E n sample s o SAVING s sk onm deeem n door p types iere mde b Reg title bar Client hehe head be et e 3 9 SOLVER gogo dep oe Ge ae Re aa 2 11 IN 6 toolbar ae 44 ae m x x we Client Server toolbar button Client Cascade Windows Connect to a Server Disconnect from a Server Helpis d oed trt hese oe New Report Open Rreports Print Current Report R
163. our COM Port has been disabled Use the terminal emulator to be sure that your PC is communicating with the data module See Using a Terminal Emulator on page 10 30 Connect the data module voice terminal to another PC where BCMS Vu is working properly If the datamaster voice terminal works properly on the new PC there is a problem with your PC Contact your technical support 10 28 Troubleshooting the Data Module Troubleshooting Setting Up The COM Port If you get a message that BCMS Vu cannot start it may be because you selected the wrong COM Port during installation You need to configure the COM Port so that your associated software can create the connections between your PC and your data module To set up the COM Port configure the DEFINITY system See DEFINITY System on page 4 4 Restart your PC Repairing a Corrupted Database The database records that have been downloaded and stored on your PC hard disk can become corrupted You can correct this by using the Repair Database command in the Options menu After you repair the database you will probably want to update the database Index that allows reports to be quickly created You can also compact the database in order to store more data on your hard disk To repair a corrupted database 1 Inthe Options menu select Repair Database or select the Repair Database Toolbar button 2 In the window that appears click on Repair Corrupted Database
164. ph Reports Maximum values and real time graph scales Real time Graph Report attributes in E D Ir i f Q About Real Time Graph Reports 5 3 Report Basics Categories of Real Time Graph Reports You can create four categories of Real Time Graphs You select the category of Real Time Graph on the first window of the Graph Properties Wizard The categories are e Split Skill Summary Summary information about one or more splits skills Split Skill Details Detailed information about one split skill Agent Summary Data items for all agents logged into a single split skill Real time agent reports will function only if you select fewer than 100 agents logged into the split skill for which the report is running e VDN Summary Details relating to calls processed by VDNs The VDN summary is available only if the Vectoring feature is administered on the DEFINITY system You select how items are grouped on graphs By measured entity split skill agent VDN By attribute for example average speed of answer answered calls abandoned calls 5 4 About Real Time Graph Reports Report Basics Sample Real Time Graph Report The following illustration is an example of how Real Time Graph Reports appear in BCMS Vu when you choose to group by a measured entity Apr fal rr Ga inh Urea 3i Wich Sa mice Lied The following illustration is an example of how Real Time G
165. quire approximately 57 KB per day You can choose the type of records that you delete Interval data only Daily data only Both interval and daily You can delete all of the data selected according to the date on which it was stored or according to the length of time it has been stored In the latter case you can request that records stored more than a given length of time be deleted daily lt F E o m i ic K e To delete historical data 1 From the Options menu select Delete records or select the Delete Record toolbar button 2 From the Choose the type of records to be removed window select the radio button next to the type of data you want removed 3 Select Next 4 From the Choose the records to be removed window click the box next to the criteria according to which you want the data removed Managing BCMS Vu Historical Data 4 23 Configuring and Managing the BCMS Vu Software a Click on the window next to Remove data by date if you want data stored before a certain day removed and type this date into the Remove stored data before window b Click on the window next to Remove data by age if you want data that has been stored for a certain length of time removed and type the age number of days old of the data you want removed into the Remove stored data older than in days window c Click in the box labeled Continue removing records this old if
166. r or you can use Microsoft Access Microsoft Excel or another database tool to run reports and extract data from the archived database If you accepted the BCMS Vu software default file locations during the installation the folders or files that you must include in your regular BCMS Vu backup are as follows Data Location Historical database Program Files Lucent BCMS Vu Server Server Name Historical Reports and Real Time NServer PC Name VuShare Server Graph Reports NameNClient Name BCMS configuration downloaded Server PC Name Program Files from the DEFINITY system Lucent BCMS Vu Server Server Name Thresholds and alerts Server PC Name Program configuration settings Files Lucent BCMS Vu Server Client Name lt F E vo i oc lt S Q specified in the installation of the software fea The actual locations of the files depend on the paths you Repairing the Database The database records that have been downloaded and stored on your PC hard disk can become corrupted Managing BCMS Vu Historical Data 4 25 Configuring and Managing the BCMS Vu Software You can correct this by using the Repair Database command in the Options menu After you repair the database you will probably want to update the database index that allows reports to be quickly created You can also compact the database in order to store more data on your hard disk To avoid problems be sure that all
167. r Average Talk Hold Time Calls Busy Disc Calls Waiting Connected Calls Flow Out Oldest Call Within Service Level 5 24 About Time Trace Reports Understanding Historical Reports Historical Report Basics In addition to viewing on going activity of a DEFINITY system in real time reports you can create view and print reports that describe past status These reports of past activity are called Historical Reports You create Historical Reports in two steps e Downloading data from the DEFINITY system and storing it in a database You do this from BCMS Vu Server Selecting the data for the report and putting it into a report You do this from BCMS Vu Client After a report has been created you can print it immediately save it and schedule it to be printed later You do this from BCMS Vu Client This section describes the following topics Data on the DEFINITY system ategories of Historical Reports Creating and opening Historical Reports ample Historical Report Historical Report attributes Scheduling Historical Reports Historical Reports Exporting Historical Report Basics 6 1 About Historical Reports Data on the DEFINITY system BCMS stores data on the DEFINITY system in two formats interval and daily Interval data is stored on the DEFINITY system in increments of a half hour or an hour The interval length is set at the DEFINITY system not from BCMS Vu
168. r color changing to red when the item is outside either of the set warning threshold values The item bar color changes to yellow when the item is outside the set caution threshold values e In a Real Time Text Report a visual alert is indicated by the background color of the item text changing to red when the item is outside either of 4 16 Configuring BCMS Vu from the Client Configuring and Managing the BCMS Vu Software the set warning threshold values The background color changes to yellow when the item is outside the set caution threshold values Ina Wallboard Display a visual alert is indicated by the item text color changing to red when the item is outside either of the set warning threshold values The item text color changes to yellow or amber when the item is outside the set caution threshold values Palette settings do not affect wallboards Ina Time Trace Report the horizontal bands in the warning zones turn to red when the item is outside the set warning threshold values The horizontal bands in the caution zones turn to yellow when the item is outside the set caution threshold values Thresholds exist for the sole purpose of generating alerts After an alert has been triggered it continues until the item value falls within the threshold range or until you reset the threshold value or disable the alert You can define any or all of the following four limits High Warning If the value of the data item goes abo
169. raph reports appear in BCMS Vu when you choose to group by attribute gt phifasl im riary ba qiaph Lina dl in E D a ic f e About Real Time Graph Reports 5 5 Report Basics Things to Remember About Real Time Graph Reports There are several things you need to remember when planning a Real Time Graph Items appear on the graph in the order in which you select them You cannot select some table items in a Real Time Graph Report because They are not measurements for example Agent extension in the Agent Summary table or BCMS Vu automatically includes them on the graph for example the x axis labels for Agent Summary are Agent Names You should consider the probable range of maximum values when you decide which items of a table to show in a Real Time Graph If you include items that vary significantly in their ranges of values items with smaller ranges will appear not to update when they are displayed For example assume you want to monitor a group of items one of which has typical values of about 100 and varies between 50 and 150 and another that has typical values of about five and varies between two and eight If both of these items are displayed on the same Real Time Graph the changes in the smaller item may not be noticeable Real Time Graphs update as fast as every ten seconds Downloading of historical data takes precedence over the updating of real time data Therefore real time r
170. real time data Therefore real time reports update at a slower rate while historical data are downloading from the DEFINITY system to the historical database Categories of Real Time Pie Chart Reports You can create three categories of Real Time Pie Chart Reports You select the category of Real Time Pie Chart Report in the first window of the Graph Properties Wizard The categories are Agent Work States for Split Skill Shows a full domain of agent attributes for one split skill Agent Call Summary Shows a full domain of attributes for one agent s work in one split skill VDN Call Summary Shows a full domain of attributes for one VDN The VDN summary is available only if the Vectoring feature ll is administered on the DEFINITY system 5 10 About Real Time Pie Chart Reports Report Basics Sample Real Time Pie Chart Report The following illustration is an example of how Real Time Pie Chart Reports appear in BCMS Vu Agent call summary pie chart Unsaved Split Skill O Sales Agent 1 Byrne J 45 81 ACD Calls 818900 EXT In Calls 45 EXT Out Calls 67 WM o m a a f Q About Real Time Pie Chart Reports 5 11 Report Basics Real Time Pie Chart Report Attributes The following table lists the categories of Real Time Pie Charts and the attributes data items that are measured in each category Data items are defined in Chapter 9 BCMS Vu BCMS Vu Real Timeland Histo
171. restart the Server 1101 ODBC reported an error BCMS Vu may resolve the problem If not check the ODBC installation See Troubleshooting in this chapter 10 38 Error Codes Troubleshooting Description Resolution 1102 The database could not be found Check the supposed location of the database in Options Configure Sharing Setup and verify that the database is present 1103 BCMS data does not match DEFINITY system time If the difference is more than about a week this is a DEFINITY system problem Use list bcms object id day to check date consistency and contact your DEFINITY system administrator 1104 Database could not be opened It may be corrupt Try to repair the database Refer to Repairing the Database in BCMS Vu Software R2 User Guide 585 217 102 Otherwise investigate your DAO installation 1106 Bad time conversion Check serial connection to the DEFINITY system 1107 Column data has overflowed some historical data is too big to be displayed by the DEFINITY system and appears as which is converted to the maximum possible value Make sure agents log out at the end of the shift If it persists use list bcms object id commands to find out which one has the problem and track it from there It is not advisable to measure VRU or AUDIX splits skills since the agents in these splits skills will be log
172. rical Report Data Report Data Items Agents Work States for Agent Call Summary Split Skill Pie Chart Pie Chart Total Available ACD Calls Total ACD Ext In Calls Total ACW Ext Out Calls Total AUX Total Extn Total Other VDN Calls Summary Pie Chart Abandoned Calls ACD Calls Calls Busy Disc Connected Calls Flow Out Creating a Real Time Pie Chart Report To create a Real Time Pie Chart Report refer to Creating a Real Time Pie Chart Report on page 7 7 5 12 About Real Time Pie Chart Reports Report Basics About Real Time Text Reports BCMS Vu Real Time Text Reports are displays of the standard monitor BCMS SAT forms You use the New Report option in the File menu to create Real Time Text Reports Real Time Text Reports are predefined to display the data as it appears when you use the monitor bcms xxx commands on a BCMS SAT terminal You can name and save a Real Time Text Report and open it later and you can print it when it is open Real Time Text Reports mimic the features of the three monitor CMS SAT forms If you need detailed information on a large number of items you will use a Real Time Text Report You can sort the items in a Real Time Text Report in ascending or descending order according to the entries in any column by clicking on the column title You can choose which split s skill s or VDN s to measure in the report and you can choose whether to sort data according to the name or
173. rties Wizard Page 3 of 3 Select your preferred type of time trace Fixed number of data points All data for trace data item Help Cancel lt Back Next gt 7 From the Select your preferred type of time trace window select the radio button next to Fixed number of data points if you want the time trace graph to display data for a set period of time and to discard old data or All data for trace data item if you want all data displayed from the time you create the time trace graph to the present A maximum of twelve hours worth of data will be displayed 8 To close the wizard and display the Time Trace Report select Finish The Time Trace Report wizard closes and the Time Trace report you have just defined appears For example if you choose Agent Data on 7 24 Creating a Time Trace Report Working with Reports the first page of the wizard and select Fixed number of data points on the third page a report similar to the following illustration appears a ent dala L Tai tr aca Lira d Agent 0 Peters Greg ACD Calls 108 D i E E A a 11 351 Ahi 137 12 amp O Nomad Values E cnin Zone WB aming Zone aid salute T lind dd ia hic A VEG cided se maximum display valia zi After you create a new report you can save it if you want to If you try to close a report without saving it a message appears asking if you want to save the report Creat
174. rts sending a Wallboard Display Report to Real Time Graph Reports Real Time Pie Chart Reports F Real Time Text Reports Element Time Trace Reports Client Wallboard Display Reports a id data module troubleshooting 10 28 es database backingup 2 02 H downloading hardware key 0 4 locationof sees 14 9 hardware required repairing 0 TION PC EG ec eas daylight savings time adjustment Customer Service DEFINITY system 42 documentation connectingto Online ai a4 ak ee ES ee og data storage OM oo 16 2 Help menu definition 08 Client o4 saone x34 a ae ec 3 12 disconnecting from a cm gw ck QUE oh RC de Cad 2 15 managing the connection Help Topics menu item reconnecting to cse Client 4 ux hrs 3 12 delete records SOLVER es desee Gk A Qe ee 2 15 DHCP es tects de OB a Se ale fee ay 10 23 Help Topics toolbar button disconnect Clients i om a ood eG She fromaServer ls Serves v ava ee da aww eel eda ta from the DEFINITY system historical data Disconnect from Server menu 3 11 daylight savings considerations downloading displaying information on wallboards location Of llle DNS ia o Ro RR xu ee a preventing lossof documents r
175. ry Historical Report 6 3 attributes Historical Reports Real Time Graph Reports Real Time Pie Chart Reports Real Time Text Reports Time Trace Reports Wallboard Display Reports audience of user guide backing up folders and files backing up the database BEMS aaao cee eG a ee we BCMS data updating BCMS Vu Client software broadcasting a message cascade windows closihg uis ea dees ee es configure son xac arde Bons connect toaServer connection status disconnect from a Server Error log sies uo kn OXIING iss x ob a a db xus features ens mno m o kn functions scs rr nn Help rra dob s d ol eek ees main window menu About BCMS Vu Broadcast Message Cancel Broadcast Cascade s saori e dw ae ede Close Report Configure Connect to Server Disconnect from Server Edit sedute eden BOGE S25 ee aise Sed wx x e Gee wn PA Help Topics list of open reports New Report Open Report Options zs 3 o a a a Print Report Printer SetuP recently used reports Report Properties Save Report Save Report As Schedule Historical Reports Status Bar o o o A cm e
176. ry twelve hours 24 intervals to make sure none is lost Backing up the Historical Database If you want to perform periodic archives of the historical database to keep its size reduced do the following 1 In the database directory select the file histdb mdb 2 Copy the file to another location For security you may want to keep a copy on a different external disk 3 In the database directory copy the file empty mdb to the database directory 4 Rename the copy of empty mdb file to histdb mdb 4 22 Managing BCMS Vu Historical Data Configuring and Managing the BCMS Vu Software Removing Historical Data from the PC BCMS Vu stores historical data until you remove it You may need to periodically remove data to prevent your disk from filling up and to keep the performance of your reports acceptable This can be done through automatic purging of database records We suggest that you back up the historical database before removing old database records For splits skills agents VDNs and trunk groups measured by BCMS the following formula is an approximate guide to the space required in megabytes for each day s historical data splits skills agents trunk groups VDNs 370 BCMS interval in hours When the interval is a half hour use 185 instead of 370 in the formula For example a small call center with one trunk group five VDNs five splits skills and ten agents using an interval of 60 minutes will re
177. s Configure First Time Before you can register a wallboard from the server it must already be connected to a PC with Wallboard software installed and running The PC must be on the network 1 Inthe Options Configure menu item select Wallboards The Wallboard Registration window appears Previously registered wallboards are listed under Wallboard Names 2 Inthe Wallboard Registration window double click on Add Wallboard or select Add 3 Inthe Wallboard Name window enter the name of the wallboard which you want to be accessible to the Clients The wallboard name is an arbitrary designation unique in the network that you assign to the external wallboard It is the name by which you select the wallboard when you want to send a display or message to it You will probably want to give each wallboard a name that describes its characteristics or location lt F E vo m i x lt S e 4 Select OK The Specify the name and model type of the wallboard window appears Configuring BCMS Vu from the Server 4 11 Configuring and Managing the BCMS Vu Software 5 Inthe Machine name box enter the name of the PC to which the wallboard is physically attached If you do not know this name open Start Settings Control Panel Network from Windows On the Identification tab the machine name is in the Computer Name field 6 From the Model of wallboard pull down menu select the model
178. sage called a broadcast message and send it to an external wallboard to be displayed for a set period of time characters per line can appear on your monitor Keep in mind E When you are creating a Wallboard Display a maximum of 35 however that the maximum number of characters per line on an external wallboard depends on the specifications of the external wallboard See Types of Wallboards on page 5 18 Introduction 8 1 Displaying Information on External Wallboards Configuring a Wallboard Before you can show any information from BCMS Vu on an external wallboard you must first connect the wallboard to a PC and register the wallboard on the BCMS Vu Server To find out how to do this see Chapter 5 Installing a Wallboard in BCMS Vu Software Installation Guide 585 217 103 and Registering Wallboards on page 4 11 Starting BCMS Vu Wallboard Software If a wallboard is connected to a PC running BCMS Vu Server software you do not need to install or start BCMS Vu Wallboard software on your Server PC it is automatically installed when you install Server software and it starts automatically when you start Server software However in order to access a wallboard attached to a PC other than a Server PC you must start the Wallboard software on that PC Therefore if a wallboard is connected to a PC without Server software you must manually start BCMS Vu Wallboard software on that PC To start the BCMS Vu Wallboar
179. save the report Creating a Real Time Pie Chart Report 7 9 Working with Reports Creating a Real Time Text Report To create a Real Time Text Report 1 Inthe File menu select New Report The New window appears 2 Select Real Time Text The Select the type of data on which to base the report window appears Real Time Text Properties Wizard Page 1 of 2 Select the type of data on which to base the report System summary Split Skill summary VDN summary Help Cancel lt Back I Finist 3 Select the radio button next to the type of data System summary Split Skill summary or VDN summary that you want to show on this Real Time Text report 7 10 Creating a Real Time Text Report Working with Reports 4 Select Next The specific window that appears depends on the type of data you selected on the first page of the wizard For example if you choose the System summary report the following window appears Real Time Text Properties Wizard Page 2 of 2 Chapter 7 Selectthe splits skills you wish to include in the display Available Splits Skills Selected Splits Skills 1000 Sales 3 Marketing 3333 Bill Inquiries Add All 2 Complaints 207 Service lt Remove All Help Cancel lt Back Next 5 If you select System summary or VDN summary on page 1 of the wizard on this page select the splits skills or VDNs that you want to include on the display a To select
180. specify the time span for the report using absolute dates e g from 5 8 98 to 6 12 98 or using relative dates e g from 8 days ago to 3 days ago Selectthe date representation you wantto use Chapter 7 Relative Absolute Help Cancel lt Back wee men 10 Select the radio button next to either Relative or Absolute to choose how you want to specify the time for which the report is created a Check the radio button next to Absolute if you want to specify specific dates for the data included in the report for example 4 15 98 to 4 21 98 b Check the radio button next to Relative if you want to runa report for a specific period of time prior to the time the report is created or later prior to the time it is opened for example over the last seven days 11 Select Next Creating a Historical Report 7 31 Working with Reports The next window that appears depends on whether you selected Absolute or Relative in the previous window If you selected Absolute the following window appears Historical Report Wizard Page 6 of 6 Select the dates to start and end the report Start Date End Date 6 15 98 6 19 98 Help Cancel lt Back Next gt 12 Enter the beginning and end dates for the period of time you want the report to cover If you enter start dates and or end dates that do not represent an actual start end of the week month quarter then
181. ssary The work state an agent is in when doing work for splits skills other than the one for which the current report is being run The agent is also in the Other state when the agent puts a call on hold from the AI or MI work mode The first split skill to which a call queues in a VDN is called the primary split skill A name used when referring to Real Time Graphs Wallboard Displays Real Time Text reports and Historical Reports A set of historical data items contained in BCMS Vu Historical Reports For example agent data comprises a report class The second split skill to which a call queues in a VDN is called the secondary split skill See Acceptable Service Level A group of extensions that are staffed by agents trained to handle a certain type of call 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 a E wa de GL 5 Glossary VDN Vector Directory Number An extension that provides access to the Vectoring feature of the DEFINITY system Vectoring allows you to specify the treatment of inbound calls based on the dialed number Index A Abandoned Calls Split Skill Historical Report Abandoned Calls VDN Historical Report 6 3 About BCMS Vumenu 3 12 absolute time administering real time data Agent Historical Report 6 3 Agent Summa
182. st of selected wallboards e When all wallboards on which you want the display to appear on are in the Selected Wallboards list select Next Page 2 of the Wallboard Wizard appears D E vo m i oc lt S e Wallboard Properties Wizard Page 2 of 6 Select the type of data you wish to display Split Skill summary Split Skill details VDN summary Help Cancel lt Back Finish 4 Select the radio button next to the type of data for example Split Skill Agent summary VDN summary that you want to show on this Wallboard Display 5 Select Next Page 3 of the Wallboard Wizard appears Creating a Wallboard Display 7 15 Working with Reports The content of this window depends on the category of data you chose to display in Page 2 of the wizard For example if you chose Agent summary in Page 2 of the wizard the following window appears Wallboard Properties Wizard Page 3 of 6 Selectthe split skill for which to display agent data Split Skill name 51 CVS 51 Available Agents Selected Agents 6204 T10 sta 6204 6201 T10 sta 6201 6205 T10 sta 6205 Add All 6202 T10 sta 6202 6206 T10 sta 6206 6203 T10 sta 6203 6207 T10 sta 6207 6208 T10 sta 6208 Add gt 6211 T10 sta 6211 6212 T10 sta 6212 B213 T10 sta 6213 Remove 6214 T10 sta 6214 6215 T10 sta 6215 Remove All 6216 T10 sta 6216 6217 T10 sta 621 iz Help Cancel lt Back 6 Select the
183. storical database On the Client PC use Explorer to check that the historical database is accessible through the share noted above 10 48 Error Codes Troubleshooting Description Resolution 8510 The configuration files are not accessible through the share On the Server application go to menu item Options Configure Sharing Setup and note the name of the share On the Client PC use Explorer to check that the configuration files are accessible through the share noted above The configuration files are BCMSSwitch and BCMS Fields 8511 The Server has detected a problem with the database Check the Server to see what sort of problem has occurred If none is showing request a download If this works try the Client again 8512 The Server you selected could not be found Verify that the BCMS Vu Server you have requested is running Error Codes 10 49 E vo m i ic K Q Troubleshooting 10 50 Error Codes Glossary ens Acceptable Service Level ACD A target value set to define the acceptable amount of time for an agent to answer a call Target values are normally set as objectives by management A percentage of calls answered within a set amount of time for example 80 of calls answered within 20 seconds Note that BCMS Vu calculates the In Service Level value differently than does BCMS When there is no activity during a
184. sum of the time that the agent was available to receive ACD calls during the reporting interval During this time the agent e Was in Auto In or Manual In work mode for at least one split skill Was not in ACW in any split skill Was not on any call or placing any call unless MCH is active Did not have ringing calls Total Hold Time Agent The total time ACD calls spent on hold at this agent This time is the caller s hold time and is independent of the state of the agent TOTAL HOLD TIME does not include the hold time for non ACD calls Total Time Staffed Agent The total time that the agent spent logged into at least one split skill during the reporting interval Staff time is accumulated for an agent who is in multiple splits skills as long as the agent is logged into any split skill Concurrent times for each split skill are not totaled Data Items Historical Reports 9 21 e E vo m i io f Q BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Report Definition Item Type VDN VDN The extension number of this VDN at this time VDN Name VDN The name that is administered for this VDN If no name exists the VDN extension for example EXT 64532 is displayed 9 22 Data Items Historical Reports Troubleshooting Introduction This chapter describes procedures to help you identify and resolve problems w
185. tect 9600 8 N 1 SCROLL press Enter A Login prompt appears Troubleshooting the Data Module 10 35 E Q i la E Troubleshooting 15 16 17 18 19 20 Enter the BCMS Vu Login ID The BCMS Vu Login ID administered on the DEFINITY system Press lt Enter gt At the password prompt enter the BCMS Vu password associated with the BCMS Vu Login ID Press lt Enter gt Two more lines appear in the open window which resembles the following illustration b Data Module Test HyperT erminal File Edit View Call Transfer Help Login bemsvu Password System G3sivStm Software Version G3V5i 05 0 215 0 Terminal Type 513 715 4410 4425 VT220 513 vrico s500 amp N 3 SCROLL CAPS NUM Capture Pri 4 If your screen resembles the one above you have successfully logged into the DEFINITY system If after you enter the password in step 17 and press Enter once the screen displays Incorrect Login a check the BCMS Vu Login ID and password administered on the DEFINITY system and b re enter them and press Enter If this does not correct the problem check the data module installation and administration Refer to Chapters 2 and 3 in BCMS Vu Software R2 Installation Guide 585 217 1030 10 36 Troubleshooting the Data Module Troubleshooting 21 To exit HyperTerminal select File and then Exit from the HyperTerminal main menu
186. that contains a Wallboard Display BCMS Vu changes the size of the display text not the number of characters displayed or the proportion of empty space When an item on a wallboard display on your monitor exceeds a threshold the item name and value are displayed in yellow caution or red warning If you send the display to an external wallboard the colors also appear provided the external wallboard supports these colors You can specify how long from one second to one hour the lines of a multiple line display remain on a wallboard before the next line or lines appear You can have as many as 35 characters per line in a display on your monitor Remember however that the maximum number of characters that fit on a line on an external wallboard is limited by the wallboard itself Refer to the table in the following section in E D Ir i f Q About Wallboard Displays 5 17 Report Basics Types of Wallboards BCMS Vu supports the following types of wallboards Wallboard Number of Characters Manufacturer g Type Lines per Line WB1 IW1 Lucent 2 20 WB2 IW2 Lucent 2 26 WB3 IW3 Lucent 2 33 WB5 IW5 Lucent 1 20 TCD226C AdvaTel 1 26 TCD426C AdvaTel 4 26 Japanese AdvaTel 2 26 Wallboard UPD 64 Ferrograph 2 30 5 18 About Wallboard Displays Report Basics Sample Wallboard Display Below is an example of a Wallboard Display in BCMS Vu Lucent Technologies BCMS
187. the Historical Report s window or on the toolbar or From the File menu select Print Report The Print window appears 4 Be sure the correct printer is displayed If it is not use Print Setup to select a printer 5 Define a print range either all pages or a specific number of pages 6 Select the number of copies you want printed 7 Select the OK button 7 38 Printing Reports Working with Reports Scheduling the Printing of a Historical Report To schedule a Historical Report for printing at a later date 1 Inthe Options menu select Schedule Historical Reports or select the Schedule Historical Reports toolbar button 2 The Schedule Historical Reports window appears 3 If you want to change the schedule for printing a report that is found in this window highlight the file and select Properties Go to step 4 D RE o i i f e 4 If you want to schedule a report that is not in the list a Double click on Add Scheduled Report or select Add b From the standard Open window find and select the report whose printing you want to schedule c Go to step 4 5 From the Select the frequency of printing the report window select one of the radio buttons either Daily Weekly or Monthly a If you select Daily the Select the time of day to print the report appears Go to step 6 b If you select Weekly the Select the days of the week on which the report sho
188. this could be the ConnectionServer or the BCMS Vu Server 7408 An internal process on the Server has vanished unexpectedly Reconnect the Client or restart the Server 7411 Unknown host name Check that host is spelled correctly and is still on the network Check your DNS settings and network setup generally Try using the ping command from an MS DOS prompt to see if TCP IP connectivity to the machine is working Refer to Configure Networks in Chapter 2 of User Guide 7412 The Naming Service could not be found Restart the Connection Server Error Codes 10 45 E vo m i ic E Q Troubleshooting ID Description Resolution 7413 The ConnectionServer device Upgrade your BCMS Vu version does not match installation or the Connection Server installation 7414 The ConnectionServer profile Upgrade your BCMS Vu version does not match installation or the Connection Server installation 7415 The operation you requested Upgrade your BCMS Vu does not exist installation or the Connection Server installation 7420 A DEFINITY system command BCMS Vu recovers from this could not be run to completion problem automatically If it BCMS Vu retries it happens often check the DEFINITY system connection serial port and so forth 7499 An unexpected CORBA error has Note the code number given in occurred code lt number gt the exception m
189. tions to the DEFINITY system and register Clients and Wallboards See Configuring and Managing BCMS Vu Software to find out how to use these commands Update BCMS data Downloads details of the internally measured splits skills trunk groups and VDNs used on the BCMS system and those agents who can be logged into the splits skills NOTE If the Vectoring feature is not administered on the DEFINITY system there will be no VDN data Download Historical Data Starts an immediate download of historical data from the switch If the DEFINITY system is reset BCMS data will be lost on the switch and will not be downloaded to BCMS Vu As a result Historical Reports that include a period when the switch was reset may not display complete data To be sure that you retain as much of the data from the switch as possible you should use this menu item to download the historical data once calls have ceased but before the switch is reset 2 12 The BCMS Vu Server Main Window BCMS Vu Server Basics Menu Item Action Stop data Halts any active update of BCMS data or an active download historical data download Delete Records You can delete records database items downloaded from the DEFINITY system and stored on a PC to prevent your hard disk from becoming overloaded with data You will probably want to archive this data before you delete it from your hard disk You can choose the type of records t
190. tive values of different BCMS items in a pie chart format Each segment represents the value of a different data item and is presented in a different color or pattern The value of the data item is displayed next to the pie segment and a legend identifies the data item represented by each segment and shows the value of each segment as a numerical value If no data is available a window similar to the following illustration appears Agent work states summary pie chart Unsaved Split Skill 51 CVS 51 Total Available Of Total ACD Off Total ACW 0 Total AUX Off Total Extn O Total Other Of Y vo m a o f Q Pie charts do not give visual or audible indication of alerts when thresholds are reached You cannot select which data items will be displayed in a pie chart unlike in a bar graph report Only those attributes that add up to a whole domain are About Real Time Pie Chart Reports 5 9 Report Basics allowed in pie charts and there is only one set of such attributes for Agent Work State for Split Skill Agent Call Summary and VDN Call Summary reports Real Time Pie Charts cannot be printed This section includes the following sub sections e Categories of Real Time Pie Chart Reports e Sample Real Time Pie Chart Report e Real Time Pie Chart Report attributes Real Time Pie Charts update as fast as every ten seconds Historical data downloading takes precedence over the updating of
191. to the Glossary for a Graph description of ea mde For G3V4 agents on extension calls from ACW are not included in the Total ACW For the DEFINITY system agents on extension calls from AUX or from AI MI are included in the Total AUX If an agent is in ACW mode for another split the agent is included in the Other state count for this split Total AUX Split Skill The number of agents in this split skill who are currently in Detail the AUX work mode for this split skill For G3V4 agents on Graph extension calls from AUX or from AI MI are not included in the Total AUX For the DEFINITY system agents on extension calls from AUX or from AI MI are included in the total AUX If an agent is answering a call from another split skill or is in ACW work mode for another split skill that agent is not considered in AUX work mode for this split skill and is not included in this number The agent is included in the Other state count Data Items Real Time Reports 9 7 BCMS Vu Real Time and Historical Data Items 9 8 Data Items Real Time Reports Data Report Definition Item Type Total Split Skill The number of agents in this split skill currently available to Available Detail receive an ACD call In order to be counted as being Graph available agents must either be in the Auto In or Manual In work mode Refer to the Glossary for a description of work modes If the agent is on another split skill ca
192. ue includes time spent on direct incoming or outgoing calls while in ACW If an agent entered ACW in one interval but left ACW in another interval each interval is credited with ACW time Data Items Historical Reports 9 19 BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Report Definition Item Type Total Agent The sum of the time that the agent has the AUX button AUX Other pressed and is not doing anything else for any of the other splits skills that is the sum of the time that the agent is in AUX work mode for all splits skills This value does not include time the agent spent in Manual In Auto In or ACW mode for another split skill For the G3V4 time on AUXIN AUXOUT calls is not included here For the DEFINITY system time on AUXIN AUXOUT calls is included here Note that if the agent was in Other for all logged in splits that time is reflected here For example ringing calls can cause several seconds of AUX OTHER time to accrue Also any non ACD call time is also counted in the AVG EXTN TIME column Two points of contrast are The measurement TOTAL AUX OTHER is time interval based rather than being call related For example if the agent is in AUX from 9 55 to 10 05 five minutes is recorded in the 9 00 to 10 00 time interval and five minutes is recorded in the 10 00 to 11 00 time interval The measurement AVG EXTN TIME is call related For
193. uld be printed window appears Click next to one or more days of the week Select Next The Select the time of day to print the report window appears Go to step 5 c If you select Monthly the Select the day of the month for printing the report window appears Type a 1 or 2 digit number in the box specifying the day of the month that you want the report printed Select Next The Select the time of day to print the report appears Go to step 5 Scheduling the Printing of a Historical Report 7 39 Working with Reports 6 Inthe text box in the Select the time of day to print the report window type in the time of day when you want the report printed If you schedule a report to print to a file you will be prompted to enter a file name when the report starts to print Until you enter a file name printing is halted and other print jobs are stacked in a queue 7 Select Next A printer selection window appears 8 a To change the printer shown in the wizard window 1 Select Change Printer 2 Select a different printer 3 Select OK 4 Select Finish b To choose the printer shown in the wizard window select Finish 9 Select Save You may not receive notification if a scheduled report fails to print However an information entry is made in the error log when BCMS Vu Client successfully passes a print job to the print queue If the error log reports that a job was printed sent to the print queue when
194. uring BCMS Vu from the Client 4 19 Configuring and Managing the BCMS Vu Software 5 If you want to change the value in the Maximum Bar Height box at this time type the number that you want a fully extended bar to represent For example if you are assigning threshold values for Number of ACD Calls you might select 100 as the Maximum Bar Height If you do this 100 ACD Calls will cause the bar to extend to its maximum length 6 Check the box next to the type of warning or caution for which you want to define and activate a threshold If you use the default palette The Upper Warning threshold is the value above which the bar on the graph will appear red You will probably want to make this threshold number less than the Maximum Bar Height The Upper Caution threshold is the value above which the bar on the graph will appear yellow The Lower Caution threshold is the value below which the bar on the graph will appear yellow The Lower Warning threshold is the value below which the bar on the graph will appear red 7 Type the threshold value for the type of warning you selected in step 6 8 Repeat steps 4 through 7 for other types of warnings and cautions you want to define 9 If you decide you do not want a threshold activated remove the check from the box next to that type of warning or caution 10 Unless you activate them alerts will not function when a threshold is exceeded There is a difference between act
195. ve this threshold a warning alert occurs High Caution If the value of the data item goes above this threshold a caution alert occurs Low Caution If the value of the data item goes below this threshold a caution alert occurs Low Warning If the value of the data item goes below this threshold a warning alert occurs T E vo m 2 o lt S Q The value of each item in the above list except the first value must be lower in value than the item above it Maximum Values Maximum values are used to scale graphs appropriately to the data you expect The number you specify as the maximum value determines the maximum height to which a bar or trace will extend You will probably choose as a maximum value a value that the data item often approaches but seldom exceeds For example if the value of Number of ACD Calls is often Configuring BCMS Vu from the Client 4 17 Configuring and Managing the BCMS Vu Software at least 90 but seldom more than 100 you might select 100 as the maximum value If you do this the maximum height of a vertical bar graph or time trace will represent 100 For a value above 100 the bar will extend above the maximum value line and terminate in an apex The actual value of the item will appear above the point of the apex Every data item is assigned a default maximum value You can change each of these default values through the Options Configurel Thresholds and Maximum Values menu command If mu
196. xt Reports Report Basics Real Time Text Report Attributes The following table lists the attributes reported in each category of a Real Time Text Report Data items are defined in Chapter 9 BCMS Vu Real Time and Historical Report Data Items System Summary Text Report Split Skill Summary Text Report Abandoned Calls ACD Calls ACD Calls Agent Extension Available Agents Agent Login ID Average Abandoned Time Agent Name Average After Call Agent State Average Speed of Answer EXT In Calls Average Talk Time Ext Out Calls Calls Waiting Time Direct Agent Call Oldest Call Split Skill ID Split Skill Name Within Service Level VDN Summary Text Report Abandoned Calls ACD Calls Average Abandoned Time Average Speed of Answer Average Talk Hold Time Calls Busy Disc Calls Waiting Connected Calls Flow Out Oldest Call VDN ID VDN Name Within Service Level in E D Ir i f Q About Real Time Text Reports 5 15 Report Basics About Wallboard Displays In BCMS Vu a Wallboard Display is a window on the PC screen that mimics the behavior of an external wallboard When you create a display on your monitor you can send it to be displayed on an external wallboard This section includes the following topics Wallboard Display attributes Categories of Wallboard Displays There are four categories of Wallboard Displays Split Skill Summary Displays values of one or more data items over
197. y which such transmission is restricted by applicable regulations or statutes License Agreement 4 U S Government Restricted Rights Use duplication or disclosure by the United States Government is subject to restrictions as set forth in FAR 52 227 14 June 1987 Alternate III g 3 June 1987 FAR 52 227 19 June 1987 or DFARS 52 227 7013 c 1 ii June 1988 as applicable Contractor Manufacturer is Lucent Technologies Inc 11900 North Pecos Street Westminster Colorado 80234 5 Assignment Lucent may without your consent or notice to You assign this Agreement to an entity to which it transfers ownership of the Software Upon the effective date of such assignment You agree that Lucent shall be released and discharged from all obligations and liabilities under this Agreement Table of Contents O Sl Fora Wallboard PC without Client Software 1 8 Software 8 Admin e 9 Table of Contents Introduction Configuring TOC ii Table of Contents TOC iii Table of Contents TOC iv Preface Introduction In this guide the term DEFINITY system means the Ee DEFINITY Prologix or DEFINITY system Generic3 Version 4 G3V4 R5 or R6 Welcome to the BCMS Vu call center monitoring software from Lucent Technologies This document explains how to use BCMS Vu software This section includes the following topics i M Introduction P 1 Preface Audience You will fin
198. you want records of this age automatically removed every day Select Next To remove the records select Finish in the Confirm destruction of historical records window Backing Up Folders and Files Because the BCMS Vu historical database and the reports you create using the BCMS Vu software are stored on your hard drive it is important for you to establish a backup process to prevent loss of data should problems occur with your PC You can use a backup utility on your PC to back up the BCMS Vu data and settings The information that you should back up includes the following The properties that you define for Historical Reports Real Time Reports and Wallboard Displays Your BCMS Vu configuration options The historical database If you want to perform periodic archives of the historical database so that it is not so large refer to Backing up the Historical Database on page 4 22 Archiving the historical database in this manner is useful because it lets you keep historical data for as long as you want yet lets you keep the 4 24 Managing BCMS Vu Historical Data Configuring and Managing the BCMS Vu Software size of the historical database that you are using on a daily basis relatively small Once you have archived the historical database you can retrieve it in one of several ways You can install Server software in simulator mode on a PC that points to the archived data and have a Client connect to this Serve
199. you will receive a report that includes the partial data For example if you are creating a weekly report and enter dates that are a Monday and a Wednesday the report displays one line of data for the week of Monday through Wednesday 7 32 Creating a Historical Report Working with Reports If there is no historical data in the database for the dates you select the report display will appear but will not contain any data If you selected Relative in the previous window the following window appears Historical Report Wizard Page 6 of 6 D E vo m i oc lt S e Specify the start and end dates for the report relative to the day on which the reportis run For example to run a daily report for the previous 6 days enter a start date of 5 days ago and an end date of 1 day ago Start date 4 day s ago End date day s ago 13 Enter how many days ago you want the report to start reporting and how many days ago you want the report to stop reporting 14 To close the wizard and display the Historical Report select Finish A report similar to the one on page 7 41 appears Note that the format of columns that display length of time is minutes seconds Creating a Historical Report 7 33 Working with Reports Saving a Report To save a report do the following 1 Select the Save toolbar button or Select Save Report from the File menu 2 If this is the first time you hav
200. ystems Create and print Historical Reports from downloaded historical data Schedule printing of Historical Reports 1 2 Features of BCMS Vu Software Introduction Benefits of BCMS Vu Software BCMS Vu software provides the following benefits Real time data can be displayed graphically Wallboard displays provide easy monitoring of call center activity Multiple reports can be displayed on the screen at the same time The ability to set alerts on data items allows management by exception Graphical output under Microsoft Windows removes reliance on the DEFINITY system text based terminal BCMS Vu software lets you store more than the seven days of historical data a DEFINITY system stores With BCMS Vu software you can keep historical data for as long as you want by periodically archiving the historical database The historical database created by the BCMS Vu software can be accessed using other products such as Microsoft Access BCMS Vu software provides an interface to the DEFINITY system that allows you to create custom real time reports using the BCMS data that resides on the DEFINITY system The Server Client architecture allows more real time monitors of BCMS data than the DEFINITY system supports There is no limit to the number of Historical Reports you can schedule for printing BCMS Vu R2 is Year 2000 compliant Benefits of BCMS Vu Software 1 3 Introduction Differences between R1 and R2 R

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