Avaya R2 Guia do Utilizador

BCMS VU™ SOFTWARE R2 V2 User Guide 585-217-102 Issue 2 June 2000

Table of ContentsTOC-iiiBacking Up Folders and Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-25Repairing the Database . . .

5Introduction 5-1Understanding Real-Time Reports 5Introduction 5This section of this chapter introduces you to Real-Time Reports and tells you how to

Report Basics5-2 Which Type of Real-Time Report Shall I Use?Which Type of Real-Time Report Shall I Use? 5To get the most value from displaying real-t

Report BasicsChapter 5About Real-Time Graph Reports 5-3About Real-Time Graph Reports 5BCMS Vu Real-Time Graphs provide periodically updated images of

Report Basics5-4 About Real-Time Graph ReportsCategories of Real-Time Graph Reports 5You can create four categories of Real-Time Graphs. You select

Report BasicsChapter 5About Real-Time Graph Reports 5-5Sample Real-Time Graph Report 5The following illustration is an example of how Real-Time Graph

Report Basics5-6 About Real-Time Graph ReportsThings to Remember About Real-Time Graph Reports5There are several things you need to remember when pla

Report BasicsChapter 5About Real-Time Graph Reports 5-7Maximum Values and Real-Time Graph Scales 5To determine the scale of a Real-Time Graph, BCMS V

Report Basics5-8 About Real-Time Graph ReportsReal-Time Graph Report Attributes 5The following table lists the available categories of Real-Time Gra

Report BasicsChapter 5About Real-Time Pie Chart Reports 5-9About Real-Time Pie Chart Reports 5BCMS Vu Real-Time Pie Charts provide periodically updat

Report Basics5-10 About Real-Time Pie Chart Reportsallowed in pie charts, and there is only one set of such attributes for Agent Work State for Split

Table of ContentsTOC-iv Sample Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-5Historical Report Attrib

Report BasicsChapter 5About Real-Time Pie Chart Reports 5-11Sample Real-Time Pie Chart Report 5The following illustration is an example of how Real-T

Report Basics5-12 About Real-Time Pie Chart ReportsReal-Time Pie Chart Report Attributes 5The following table lists the categories of Real-Time Pie C

Report BasicsChapter 5About Real-Time Text Reports 5-13About Real-Time Text Reports 5BCMS Vu Real-Time Text Reports are displays of the standard moni

Report Basics5-14 About Real-Time Text ReportsCategories of Real-Time Text Reports 5There are three categories of Real-Time Text Reports:●System Summ

Report BasicsChapter 5About Real-Time Text Reports 5-15Real-Time Text Report Attributes 5The following table lists the attributes reported in each ca

Report Basics5-16 About Wallboard DisplaysAbout Wallboard Displays 5In BCMS Vu, a Wallboard Display is a window on the PC screen that mimics the beha

Report BasicsChapter 5About Wallboard Displays 5-17Wallboard Display Features 5When you define a Wallboard Display, you select the type of data and t

Report Basics5-18 About Wallboard DisplaysTypes of Wallboards 5BCMS Vu supports the following types of wallboards.Wallboard TypeManufacturerNumber of

Report BasicsChapter 5About Wallboard Displays 5-19Sample Wallboard Display 5Below is an example of a Wallboard Display in BCMS Vu.Creating a Wallboa

Report Basics5-20 About Wallboard DisplaysWallboard Display Attributes 5The following tables list the data items measured in the different categories

Table of ContentsTOC-vIndex. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix-1

Report BasicsChapter 5About Time Trace Reports 5-21About Time Trace Reports 5Time Trace Reports show the value of a single attribute (for example, Ca

Report Basics5-22 About Time Trace ReportsCharacteristics of Time Trace Reports 5You can specify time in either of two ways:●As a specified number of

Report BasicsChapter 5About Time Trace Reports 5-23Sample Time Trace Report 5The following illustration is an example of a Time Trace Report.Creating

Report Basics5-24 About Time Trace ReportsTime Trace Report Attributes 5The following table lists the data items measured by the different categories

6Historical Report Basics 6-1Understanding Historical Reports 6Historical Report Basics 6In addition to viewing on-going activity of a DEFINITY syste

About Historical Reports6-2 Data on the DEFINITY systemData on the DEFINITY system 6BCMS stores data on the DEFINITY system in two formats: interval

About Historical ReportsChapter 6Categories of Historical Reports 6-3Categories of Historical Reports 6There are nine kinds of Historical Reports:Age

About Historical Reports6-4 Creating Historical ReportsCreating Historical Reports 6Historical Reports are reports that you create using the interval

About Historical ReportsChapter 6Sample Historical Report 6-5Sample Historical Report 6The following illustration is an example of a Historical Repor

About Historical Reports6-6 Historical Report AttributesHistorical Report Attributes 6The following tables list the data items reported in the differ

Table of ContentsTOC-vi

About Historical ReportsChapter 6Historical Report Attributes 6-7Trunk Historical Report VDN Historical ReportGroup Abandoned CallsGroup Name ACD Cal

About Historical Reports6-8 Exporting Historical ReportsExporting Historical Reports 6You can export a Historical Report in various formats by e-mail

About Historical ReportsChapter 6Exporting Historical Reports 6-93. Choose one of the formats in the “Format:” pull-down menu on the left:4. Select O

About Historical Reports6-10 Exporting Historical ReportsIf you select “Disk File,” a window entitled “Choose Export File” appears. Select the file l

7Overview 7-1Working with Reports 7Overview 7Chapters 5 and 6 described Real-Time and Historical Reports, what they are and what they measure. In thi

Working with Reports7-2 Creating a Real-Time Graph ReportCreating a Real-Time Graph Report 7To create a Real-Time Graph Report1. In the File menu sel

Working with ReportsChapter 7Creating a Real-Time Graph Report 7-3The specific window that appears depends on the type of data you selected on the fi

Working with Reports7-4 Creating a Real-Time Graph Report6. Select Next.The next window that appears, which depends on the type of data you selected

Working with ReportsChapter 7Creating a Real-Time Graph Report 7-58. When all the data items you want to display are in the “Selected Items” list sel

Working with Reports7-6 Creating a Real-Time Graph ReportIf you choose “Agent summary” in the first wizard window and “By split/skill” in the fourth

Introduction P-1Preface PIntroduction 0Welcome to the BCMS Vu call center monitoring software from Lucent Technologies. This document explains how t

Working with ReportsChapter 7Creating a Real-Time Pie Chart Report 7-7Creating a Real-Time Pie Chart Report 7To create a Real-Time Pie Chart Report1.

Working with Reports7-8 Creating a Real-Time Pie Chart ReportThe following illustration shows the window that appears if you select “Agent Work State

Working with ReportsChapter 7Creating a Real-Time Pie Chart Report 7-9If you choose “Agent Work States for Split/Skill” on the first page of the wiza

Working with Reports7-10 Creating a Real-Time Text ReportCreating a Real-Time Text Report 7To create a Real-Time Text Report1. In the File menu, sele

Working with ReportsChapter 7Creating a Real-Time Text Report 7-114. Select Next.The specific window that appears depends on the type of data you sel

Working with Reports7-12 Creating a Real-Time Text Reportc. Use the Remove and Remove All buttons to remove splits/skills and VDNs that you do not w

Working with ReportsChapter 7Creating a Wallboard Display 7-13Creating a Wallboard Display 7To create a Wallboard Display1. In the “File” menu select

Working with Reports7-14 Creating a Wallboard Displayb. If you want to display the wallboard report on an external wallboard, check the box next to “

Working with ReportsChapter 7Creating a Wallboard Display 7-152. To choose individual wallboards, highlight each and click on Add.3. Select Remove an

Working with Reports7-16 Creating a Wallboard DisplayThe content of this window depends on the category of data you chose to display in Page 2 of the

P-2 AudiencePrefaceAudience 0You will find this user guide helpful if you are●A call center manager/server administrator who needs to store and displa

Working with ReportsChapter 7Creating a Wallboard Display 7-173. Use the Remove and Remove All buttons to remove splits/skills, agents, or VDNs from

Working with Reports7-18 Creating a Wallboard Displayb. To choose individual items, highlight them and select Add.c. Use the Remove and Remove All b

Working with ReportsChapter 7Creating a Wallboard Display 7-19text over which all the information will be spread. The more lines of text you choose f

Working with Reports7-20 Creating a Wallboard DisplayPage 6 of the Wallboard Wizard appears.14. If you check the box next to “Show Field names,” both

Working with ReportsChapter 7Creating a Wallboard Display 7-21The display at the bottom of this wizard reflects the choice you made from the pull-dow

Working with Reports7-22 Creating a Time Trace ReportCreating a Time Trace Report 71. In the File menu select New Report.2. Select Time Trace.The “Se

Working with ReportsChapter 7Creating a Time Trace Report 7-23The window that appears now depends on what you selected in the first window. For insta

Working with Reports7-24 Creating a Time Trace ReportThe “Select your preferred type of time trace” window appears:7. From the “Select your preferred

Working with ReportsChapter 7Creating a Time Trace Report 7-25the first page of the wizard, and select “Fixed number of data points” on the third pag

Working with Reports7-26 Creating a Historical ReportCreating a Historical Report 7To create a Historical Report1. From the File menu, select New Rep

Contents of This Document P-3PrefacePrefaceContents of This Document 0The BCMS Vu Software R2 User Guide describes what you need to know to use the

Working with ReportsChapter 7Creating a Historical Report 7-27Page 2 of the Historical Report Wizard appears. The contents of this window depend on w

Working with Reports7-28 Creating a Historical ReportThe “Select the time period for the report” window appears.7. Select the radio button next to th

Working with ReportsChapter 7Creating a Historical Report 7-29b. If you select “Interval” on page 3 of the wizard, the “Select the start and end time

Working with Reports7-30 Creating a Historical ReportThe “Select the days included in the report” window appears.9. Select the days for which you wan

Working with ReportsChapter 7Creating a Historical Report 7-31Page 5 of the wizard appears.10. Select the radio button next to either “Relative” or “

Working with Reports7-32 Creating a Historical ReportThe next window that appears depends on whether you selected “Absolute” or “Relative” in the pre

Working with ReportsChapter 7Creating a Historical Report 7-33If you selected “Relative” in the previous window, the following window appears:13. Ent

Working with Reports7-34 Saving a ReportSaving a Report 7To save a report, do the following:1. Select the Save toolbar button. orSelect Save Repo

Working with ReportsChapter 7Closing a Report 7-35Closing a Report 7To close a report, do the following:1. Click on the Close button in the upper rig

Working with Reports7-36 Opening a ReportOpening a Report 7To open a report that you have previously saved, do the following:1. Select the Open toolb

P-4 Contents of This DocumentPrefaceChapter 8 Displaying Information on External WallboardsDescribes how to display the contents of Wallboard Display

Working with ReportsChapter 7Changing the Properties of a Report 7-37Changing the Properties of a Report 7To change the properties of a report after

Working with Reports7-38 Printing ReportsPrinting Reports 7The BCMS Vu software lets you print Real-Time Text Reports and Historical Reports to your

Working with ReportsChapter 7Scheduling the Printing of a Historical Report 7-39Scheduling the Printing of a Historical Report 7To schedule a Histori

Working with Reports7-40 Scheduling the Printing of a Historical Report6. In the text box in the “Select the time of day to print the report” window,

Working with ReportsChapter 7Using the Controls on the Historical Report Window 7-41Using the Controls on the Historical Report Window7The “Historica

Working with Reports7-42 Using the Controls on the Historical Report Window

8Introduction 8-1Displaying Information on External Wallboards8Introduction 8BCMS Vu software lets you display information on actual wallboards (exte

Displaying Information on External Wallboards8-2 IntroductionConfiguring a Wallboard 8Before you can show any information from BCMS Vu on an external

Displaying Information on External WallboardsChapter 8Sending a Wallboard Display to an External Wallboard 8-3Sending a Wallboard Display to an Exter

Displaying Information on External Wallboards8-4 Broadcasting a Message on an External WallboardBroadcasting a Message on an External Wallboard8If an

Conventions Used in This Document P-5PrefacePrefaceConventions Used in This Document 0The following conventions are used in this document:Whenever t

Displaying Information on External WallboardsChapter 8Broadcasting a Message on an External Wallboard 8-52. In the pull-down menu, select the “number

Displaying Information on External Wallboards8-6 Broadcasting a Message on an External WallboardThe “broadcast details” window appears.5. Place your

Displaying Information on External WallboardsChapter 8Cancelling a Broadcast Message 8-7Cancelling a Broadcast Message 8To cancel a broadcast message

Displaying Information on External Wallboards8-8 Cancelling a Broadcast Message

9Introduction 9-1BCMS Vu Real-Time and Historical Report Data Items9Introduction 9BCMS Vu uses data items that are stored in database tables to build

BCMS Vu Real-Time and Historical Data Items9-2 Data Items — Real-Time ReportsData Items — Real-Time Reports 9Data Items — Real-Time ReportsData ItemR

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Real-Time Reports 9-3% Within Service LeveVDN The percent of calls offered to the VD

BCMS Vu Real-Time and Historical Data Items9-4 Data Items — Real-Time ReportsACD Calls VDN Number of ACD calls to this VDN that were answered by agen

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Real-Time Reports 9-5Average Speed of AnswerSplit/Skill Summary GraphThe average amo

BCMS Vu Real-Time and Historical Data Items9-6 Data Items — Real-Time ReportsAverage Talk/H ol d TimeVDN The average talk time for ACD calls to this

P-6 Related DocumentsPrefaceRelated Documents 0The following documents contain additional information about the BCMS Vu software and DEFINITY system:●

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Real-Time Reports 9-7EXT Out CallAgent Summary GraphNumber of non-ACD calls that thi

BCMS Vu Real-Time and Historical Data Items9-8 Data Items — Real-Time ReportsTotal AvailableSplit/SkillDetail GraphThe number of agents in this split

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-9Data Items — Historical Reports 9Data Item — Historical Report

BCMS Vu Real-Time and Historical Data Items9-10 Data Items — Historical Reports% In Service LevelVDN The percentage of ACD connect calls that complet

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-11Aband CallsSplit/Skill The total number of ACD calls that hav

BCMS Vu Real-Time and Historical Data Items9-12 Data Items — Historical ReportsAvg Aband TimeSplit/Skill The average time before an ACD call abandons

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-13Avg Speed AnsSplit/Skill The average amount of time that answ

BCMS Vu Real-Time and Historical Data Items9-14 Data Items — Historical ReportsAvg Talk/H ol d TimeVDN The average duration of ACD calls (from answer

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-15Flow In Split/Skill The number of calls that the split/skill

BCMS Vu Real-Time and Historical Data Items9-16 Data Items — Historical ReportsFlow Out Split/Skill The total number of calls queued to this split/sk

Copyright © 2000, Lucent TechnologiesAll Rights ReservedPrinted in U.S.A.NoticeEvery effort was made to ensure that the information in this book was c

1BCMS Vu Software 1-1Introduction 1BCMS Vu Software 1BCMS Vu is a graphical user interface software application that monitors the status and performa

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-17Flow Out (Continued)Split/Skill If a call queued to three spl

BCMS Vu Real-Time and Historical Data Items9-18 Data Items — Historical ReportsIncoming (Hold) TimeTrunk The average holding time for incoming calls

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-19Time/Day Agent The time or day interval specified in the comm

BCMS Vu Real-Time and Historical Data Items9-20 Data Items — Historical ReportsTotal AUX/OtherAgent The sum of the time that the agent has the AUX bu

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-21To tal AUX/OtherSplit/Skill The total amount of time that ag

BCMS Vu Real-Time and Historical Data Items9-22 Data Items — Historical ReportsVDN VDN The extension number of this VDN at this timeVDN Name VDN The

Introduction 10-110Troubleshooting 10Introduction 10This chapter describes procedures to help you identify and resolve problems with the BCMS Vu soft

10-2 Resolving ProblemsTroubleshootingResolving Problems 10Use the following guidelines to investigate and correct errors:1. Scan through the Problem

Resolving Problems 10-3TroubleshootingChapter 10(continued) DEFINITY system connection test does not pass. Cannot connect to DEFINITY system.No admi

10-4 Resolving ProblemsTroubleshooting(continued) DEFINITY system connection test does not pass. Cannot connect to DEFINITY system.TCP/IP is being use

Introduction1-2 BCMS Vu Software●Help escalation●Software for maintenance contracts.

Resolving Problems 10-5TroubleshootingChapter 10Attempted to start Server or Wallboard software. Received message that Omninames and/or ConnectionSe

10-6 Resolving ProblemsTroubleshooting(continued)Attempted to start Server or Wallboard software. Received message that Omninames and/or ConnectionSer

Resolving Problems 10-7TroubleshootingChapter 10Historical Data Downloading ProblemsProblem Probable Cause ActionHistorical data not updated and/or

10-8 Resolving ProblemsTroubleshootingHistorical data downloads not occurring at scheduled times.BCMS Vu user was shut down at scheduled download time

Resolving Problems 10-9TroubleshootingChapter 10Historical Report ProblemsProblem Probable Cause ActionError message appears on PC monitor: “list bc

10-10 Resolving ProblemsTroubleshootingScheduled Historical Report printing did not occur, and this is not recorded in the error log.If BCMS Vu Server

Resolving Problems 10-11TroubleshootingChapter 10When you try to open a historical report, the following error message appears:"There is no defa

10-12 Resolving ProblemsTroubleshooting(continued)When you try to open a historical report, the following error message appears:"There is no defa

Resolving Problems 10-13TroubleshootingChapter 10(continued)When you try to open a historical report, the following error message appears:"There

10-14 Resolving ProblemsTroubleshooting(continued)When you try to open a historical report, the following error message appears:"There is no defa

IntroductionChapter 1Features of BCMS Vu Software 1-3Features of BCMS Vu Software 1BCMS Vu software lets you●Receive real-time data from the DEFINITY

Resolving Problems 10-15TroubleshootingChapter 10(continued)When you try to open a historical report, the following error message appears:"There

10-16 Resolving ProblemsTroubleshootingWhen you try to export a historical report to Microsoft Word, all pages of the report are labeled "Page 1&

Resolving Problems 10-17TroubleshootingChapter 10A historical report was scheduled to print to a file, but it was printed on a printer connected to t

10-18 Resolving ProblemsTroubleshootingA historical report was scheduled to print to a file, but it was printed on a printer connected to the PC or on

Resolving Problems 10-19TroubleshootingChapter 10A historical report was scheduled to print to a file, but it was printed on a printer connected to t

10-20 Resolving ProblemsTroubleshootingReal-Time Report ProblemsProblem Probable Cause ActionFor non-EAS installations:Agent Reports are not functioni

Resolving Problems 10-21TroubleshootingChapter 10Real-Time reports do not run on the client PC.When DNS is used on a Client with Windows 95 or 98, th

10-22 Resolving ProblemsTroubleshootingNote: The computer name (PC Name) and identification name must be the same. If the PC does not have a domain n

Resolving Problems 10-23TroubleshootingChapter 10JAPANESE only:In the Japanese version of BCMSVu R2, column headings of real-time text reports are so

10-24 Resolving ProblemsTroubleshootingWallboard ProblemsProblem Probable Cause ActionReports and messages do not appear on Wallboard.• Wallboard is n

Introduction1-4 Benefits of BCMS Vu SoftwareBenefits of BCMS Vu Software 1BCMS Vu software provides the following benefits:●Real-time data can be dis

Resolving Problems 10-25TroubleshootingChapter 10The wallboard is not updating. When you try to send a test message to the wallboard, you receive th

10-26 Resolving ProblemsTroubleshootingIf you have more than one Client and DO NOT KNOW WHICH CLIENT LAST ACCESSED THE WALLBOARD, do the following ste

Resolving Problems 10-27TroubleshootingChapter 10Close the Server, restart the Server, and send a report to the problem wallboard.Wallboard display d

10-28 Resolving ProblemsTroubleshootingWhen you try to uninstall the Wallboard software, not every associated file is removed.Install/Uninstall progra

Resolving Problems 10-29TroubleshootingChapter 10Miscellaneous ProblemsProblem Probable Cause ActionAnother application on the PC “freezes.”User star

10-30 Resolving ProblemsTroubleshootingWhen you upgrade from one version of R2 to another version, the old error log remains unchanged.This is normal.

Resolving Problems 10-31TroubleshootingChapter 10Unexpected symptoms, such as processor hanging and/or error messages indicating a memory allocation

10-32 Resolving ProblemsTroubleshootingFor Windows NT 4.0 only:Received a message reporting a virtual memory error or memory allocation error.Insuffic

Resolving Problems 10-33TroubleshootingChapter 10For Windows 95 or 98:Received a message reporting a virtual memory error or memory allocation error.

10-34 Resolving ProblemsTroubleshootingOne or more of the following happens:• Clients “freeze” for over a minute, then post error message telling that

IntroductionChapter 1Differences between R1 and R2 1-5Differences between R1 and R2 1Release 2 of BCMS Vu is the response by Lucent Technologies to r

Resolving Problems 10-35TroubleshootingChapter 10Can’t establish sharing.When you start BCMS Vu Server, you receive an error message telling you that

10-36 Resolving ProblemsTroubleshootingOn Novell network only:Can’t access database or configuration files in supposedly shared folders.Novell network

Error Log 10-37TroubleshootingChapter 10Error Log 10The BCMS Vu error log is an ASCII file containing the most recent 300 system messages generated

10-38 Error LogTroubleshooting●The subsystem name identifies the module of the application in which the problem occurred. For example, the Server, Cl

Connection Log 10-39TroubleshootingChapter 10Connection Log 10In addition to the error log, which is typically kept on the Server PC, another file c

10-40 Troubleshooting the Data ModuleTroubleshootingTroubleshooting the Data Module 10Verifying the COM Port 10If the DEFINITY system connection test

Troubleshooting the Data Module 10-41TroubleshootingChapter 10Setting Up The COM Port 10If you get a message that BCMS Vu cannot start, it may be be

10-42 Troubleshooting the Data ModuleTroubleshootingUsing a Terminal Emulator 10If you cannot connect BCMS Vu Server to the DEFINITY system it may be

Troubleshooting the Data Module 10-43TroubleshootingChapter 10The “Connect To” dialog box appears.5. In the “Connect using:” field, click on the dow

10-44 Troubleshooting the Data ModuleTroubleshooting8. If the COM Port you selected is one that is being used by your PC, the “COM Properties” dialog

Introduction1-6 Differences between R1 and R2In addition, BCMS Vu is now licensed for one, five or ten clients.NoteThe 486 processor is no longer sup

Troubleshooting the Data Module 10-45TroubleshootingChapter 10The Port Settings should look like this:10. Select OK to set your current settings and

10-46 Troubleshooting the Data ModuleTroubleshooting13. Press the Enter key again.If nothing happens repeat steps 9 through 12.14. Enter atd<exten

Troubleshooting the Data Module 10-47TroubleshootingChapter 1016. Enter the BCMS Vu Login ID (The BCMS Vu Login ID administered on the DEFINITY syst

10-48 Troubleshooting the Data ModuleTroubleshooting22. To exit HyperTerminal, select File and then Exit from the “HyperTerminal” main menu. The fol

Error Codes 10-49TroubleshootingChapter 10Error Codes 10Error codes, their descriptions, and error resolutions are listed in the table below.ID Desc

10-50 Error CodesTroubleshooting 1102 The database could not be found. Check the supposed location of the database in Options|

Error Codes 10-51TroubleshootingChapter 101110 Mismatch between a split’s list of agents and the overall list of agentsThis may happen when agent de

10-52 Error CodesTroubleshooting 40 02 The Ser v e r attem p te d t o share a directory so that Client machines could access c

Error Codes 10-53TroubleshootingChapter 104104 Removal of wallboard by <login> - <details>: Administrative event: a wallboard has been d

10-54 Error CodesTroubleshooting7001 Internal software error Contact Lucent Technologies.7011 The process you were trying to contact is missing, hung

IntroductionChapter 1Differences between R2, Version 1 and R2 Version 2 1-7Differences between R2, Version 1 and R2 Version 21Starting with Release 2

Error Codes 10-55TroubleshootingChapter 107104 Serial port lost carrier. Make sure the data module connection to the DEFINITY system is intact. Refe

10-56 Error CodesTroubleshooting7205 Network remote reset. This error occurs when the DEFINITY system is being brought down (and hence the existing co

Error Codes 10-57TroubleshootingChapter 107411 Unknown host name Check that host is spelled correctly and is still on the network. Check your DNS se

10-58 Error CodesTroubleshooting7500 The session could not be connected.Check that the connection is not in use already. Otherwise, retry, restart the

Error Codes 10-59TroubleshootingChapter 108503 This Client is not registered with that Server.On the Server application go to menu item Options|Conf

10-60 Error CodesTroubleshooting8509 The historical database was not accessible through the share.On the Server application go to menu item Options|Co

BCMS VuGL-1Glossary 10Acceptable Service LevelA target value set to define the acceptable amount of time for an agent to answer a call. Target values

GlossaryGL-2 ACD Call 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

GlossaryGL-3GlossaryAUX 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

GlossaryGL-4 Data module A serial communications device used for the asynchronous transfer of data. BCMS Vu connects to the DEFINITY system through a

Introduction1-8 Operating EnvironmentOperating Environment 1To install BCMS Vu Software R2, you must have at least the following hardware and software

GlossaryGL-5GlossaryOther 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

GlossaryGL-6 VDN (Vector Directory Number). An extension that provides access to the Vectoring feature of the DEFINITY system. Vectoring allows you t

IN-1INIndex 10AAbandoned Calls Split/Skill Historical Report .6-3Abandoned Calls VDN Historical Report . .6-3About BCMS Vu menu. . . . . . . .

IN-2 IndexBCMS Vu Client: See BCMS Vu Client softwareBCMS Vu Server Simulator . . . . . . . . . .2-5BCMS Vu Server softwarecascade windows .

IN-3IndexIndexconnection statusClient. . . . . . . . . . . . . . . . . . . . 3-14Server . . . . . . . . . . . . . .

IN-4 IndexHistorical Reports . . . . . . . . . . . .6-1, 7-35Abandoned Calls Split/Skill . . . . . . .6-3Abandoned Calls VDN . .

IN-5IndexIndexOOmninames . . . . . . . . . . .10-5, 10-29, 10-53Online HelpClient. . . . . . . . . . . . . . . . . . . .

IN-6 IndexServer Connect toolbar button . . . . . . . 3-13Server Disconnect toolbar button. . . . . . 3-14server name . . . . . . .

IN-7IndexIndextypes . . . . . . . . . . . . . . . . . . . . 5-16wallboard, external. . . . . . . . . . . . . . .8-1br

IN-8 Index

IntroductionChapter 1Operating Environment 1-9❐ A parallel port to connect the hardware key. A printer may be also connected to this port.❐ The BCMS

Introduction1-10 Operating Environment❐ The BCMS Vu R2 software distribution CD-ROM❐ (Option): One of the wallboards dedicated to BCMS Vu software❐ T

How Are We Doing?Document Title: Lucent Technologies BCMS Vu Software R2 V2 User GuideIssue 2Date: June 2000Lucent Technologies welcomes your feedback

IntroductionChapter 1Administrative Requirements 1-11Administrative Requirements 1In order to view data on BCMS Vu reports, you must have the login n

Introduction1-12 Performance ConsiderationsPerformance Considerations 1There are three general criteria you should keep in mind when you use the BCMS

IntroductionChapter 1Software for Maintenance Contracts 1-13Software for Maintenance Contracts 1In addition to installing BMCS Vu software, you need

Introduction1-14 Software for Maintenance Contracts

Introduction 2-12BCMS Vu Server Basics2Introduction 2This chapter describes the main features of BCMS Vu Server software. It includes the following t

2-2 What Can I Do Using BCMS Vu Server?BCMS Vu Server BasicsWhat Can I Do Using BCMS Vu Server? 2Use BCMS Vu Server to●Connect to a DEFINITY system●D

Starting BCMS Vu Server Software 2-3BCMS Vu Server BasicsChapter 2Starting BCMS Vu Server Software 2The BCMS Vu installation program creates a menu

2-4 Starting BCMS Vu Server SoftwareBCMS Vu Server BasicsTo start BCMS Vu software, do the following. Refer to the following illustration.1. Select t

Starting BCMS Vu Server Software 2-5BCMS Vu Server BasicsChapter 2The “Server Identification” window appears:5. Highlight the name of the server tha

2-6 Starting BCMS Vu Server SoftwareBCMS Vu Server Basics6. If the name of the Server to which you want to connect is not in the list of server names

Software License AgreementDEFINITIONS●“Lucent” means Lucent Technologies Inc.●“You”, “Your”, or “Licensee” means the person or business entity who pur

Starting BCMS Vu Server Software 2-7BCMS Vu Server BasicsChapter 2Select Next.The wizard that follows is identical to the wizard you encounter when

2-8 Starting BCMS Vu Server SoftwareBCMS Vu Server BasicsDisconnecting BCMS Vu Server from the DEFINITYSystem2If BCMS Vu Server is running and is con

Exiting BCMS Vu Server Software 2-9BCMS Vu Server BasicsChapter 2Exiting BCMS Vu Server Software 2You can exit BCMS Vu Server software using any of

2-10 The BCMS Vu Server Main WindowBCMS Vu Server BasicsThe BCMS Vu Server Main Window 2The BCMS Vu Server main window contains the following items,

The BCMS Vu Server Main Window 2-11BCMS Vu Server BasicsChapter 2System Menu Box 2Use the “System Menu” box to carry out common Windows operations,

2-12 The BCMS Vu Server Main WindowBCMS Vu Server BasicsOptions 2The Options menu has the following items:Menu Item ActionConfigure You configure yo

The BCMS Vu Server Main Window 2-13BCMS Vu Server BasicsChapter 2Stop data downloadHalts any active update of BCMS data or an active historical data

2-14 The BCMS Vu Server Main WindowBCMS Vu Server BasicsView 2The View menu has the following items:Repair DatabaseThe database records that have be

The BCMS Vu Server Main Window 2-15BCMS Vu Server BasicsChapter 2Window 2The Window menu has the following items:Help 2The Help menu has the follo

2-16 The BCMS Vu Server Main WindowBCMS Vu Server BasicsStatus Bar 2The status bar displays a brief description of menu commands when the commands ar

License AgreementLIMITED WARRANTY AND LIMITED LIABILITY1. Compatibility. The Software is only compatible with certain computers and operating systems.

The BCMS Vu Server Main Window 2-17BCMS Vu Server BasicsChapter 2The download status and connection status are not visible or active if the Status b

2-18 Using BCMS Vu Server On-Line HelpBCMS Vu Server BasicsUsing BCMS Vu Server On-Line Help 2You can get on-line help for the following:●Toolbar but

Introduction 3-13BCMS Vu Client Basics3Introduction 3This chapter describes the main features of BCMS Vu Client software. It includes the following t

3-2 What Can I Do Using BCMS Vu Client?BCMS Vu Client BasicsWhat Can I Do Using BCMS Vu Client? 3Use BCMS Vu Client to●Connect to a server●Receive r

Starting BCMS Vu Client Software 3-3BCMS Vu Client BasicsChapter 3Starting BCMS Vu Client Software 3The BCMS Vu installation program creates a menu

3-4 Starting BCMS Vu Client SoftwareBCMS Vu Client BasicsTo start BCMS Vu Client software, do the following. Refer to the following figure.1. Select

Starting BCMS Vu Client Software 3-5BCMS Vu Client BasicsChapter 35. Select the name of the Server to which you want to connect the client.a. If th

3-6 Starting BCMS Vu Client SoftwareBCMS Vu Client BasicsDisconnecting BCMS Vu Client from a Server 3If BCMS Vu Client is connected to a Server, you

Exiting BCMS Vu Client Software 3-7BCMS Vu Client BasicsChapter 3Exiting BCMS Vu Client Software 3You can exit BCMS Vu software using any of the st

3-8 The BCMS Vu Client Main WindowBCMS Vu Client BasicsThe BCMS Vu Client Main Window 3The BCMS Vu Client main window contains the following items,

License Agreement4. U.S. Government Restricted Rights. Use, duplication, or disclosure by the United States Government is subject to restrictions as s

The BCMS Vu Client Main Window 3-9BCMS Vu Client BasicsChapter 3System Menu Box 3Use the “System Menu” box to carry out common Windows operations,

3-10 The BCMS Vu Client Main WindowBCMS Vu Client BasicsEdit 3The Edit menu has the following items:Options 3The Options menu has the following it

The BCMS Vu Client Main Window 3-11BCMS Vu Client BasicsChapter 3Cancel BroadcastTerminates an active broadcast messageConnect Attempts to establis

3-12 The BCMS Vu Client Main WindowBCMS Vu Client BasicsView 3The View menu has the following items:Window 3The Window menu has the following item

The BCMS Vu Client Main Window 3-13BCMS Vu Client BasicsChapter 3Toolbar 3The following BCMS Vu toolbar buttons provide quick ways to start common

3-14 The BCMS Vu Client Main WindowBCMS Vu Client BasicsStatus Bar 3The status bar displays a brief description of menu commands when they are highl

The BCMS Vu Client Main Window 3-15BCMS Vu Client BasicsChapter 3If there is no connection between the Server and the DEFINITY system, the DEFINITY

3-16 BCMS Vu Client On-Line HelpBCMS Vu Client BasicsBCMS Vu Client On-Line Help 3You can get on-line help for the following:●Toolbar buttons and me

Introduction 4-14Configuring and Managing BCMS Vu Software4Introduction 4This chapter is divided into four main sections:●Configuring BCMS Vu softwar

4-2 IntroductionConfiguring and Managing the BCMS Vu SoftwareIn BCMS Vu Client you use configuration wizards to ●Define alerts●Specify palette colors

License Agreement

Configuring BCMS Vu from the Server 4-3Configuring and Managing the BCMS Vu SoftwareChapter 4Configuring BCMS Vu from the Server 4The BCMS Vu Server

4-4 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu SoftwareConnecting to the DEFINITY System 4The Switch Connection Configur

Configuring BCMS Vu from the Server 4-5Configuring and Managing the BCMS Vu SoftwareChapter 4system. The login must match the BCMS Vu login name adm

4-6 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu Software5. In the “Mode of Connection:” group box, choose the “TCP/IP” or

Configuring BCMS Vu from the Server 4-7Configuring and Managing the BCMS Vu SoftwareChapter 4A colored dot moves back and forth between the PC icon

4-8 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu SoftwareWhile BCMS Vu Server is connected to the DEFINITY system, you can

Configuring BCMS Vu from the Server 4-9Configuring and Managing the BCMS Vu SoftwareChapter 4This wizard is pages 4-6 of the wizard you are presente

4-10 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu Software8. To schedule the download and close the configuration wizard,

Configuring BCMS Vu from the Server 4-11Configuring and Managing the BCMS Vu SoftwareChapter 4Registering Wallboards 4When you configure a wallboard

4-12 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu Software1. In the Options|Configure menu item, select Wallboards.The “Wa

Table of Contents 0TOC-iPreface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Configuring BCMS Vu from the Server 4-13Configuring and Managing the BCMS Vu SoftwareChapter 47. In the “Address” box, enter the address of the wall

4-14 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu SoftwareIf you select “No,” you are told that the test failed and why it

Configuring BCMS Vu from the Server 4-15Configuring and Managing the BCMS Vu SoftwareChapter 4database is also stored in the Server folder. Clients

4-16 Configuring BCMS Vu from the ClientConfiguring and Managing the BCMS Vu SoftwareConfiguring BCMS Vu from the Client 4Activating Alerts 4In order

Configuring BCMS Vu from the Client 4-17Configuring and Managing the BCMS Vu SoftwareChapter 4To configure a color palette,1. In the Options menu, s

4-18 Configuring BCMS Vu from the ClientConfiguring and Managing the BCMS Vu Softwarethe set warning threshold values. The background color changes t

Configuring BCMS Vu from the Client 4-19Configuring and Managing the BCMS Vu SoftwareChapter 4at least 90 but seldom more than 100, you might select

4-20 Configuring BCMS Vu from the ClientConfiguring and Managing the BCMS Vu SoftwareA caution alert now appears in reports covering any and all spli

Configuring BCMS Vu from the Client 4-21Configuring and Managing the BCMS Vu SoftwareChapter 45. If you want to change the value in the “Maximum Bar

4-22 Managing BCMS Vu Historical DataConfiguring and Managing the BCMS Vu SoftwareManaging BCMS Vu Historical Data 4This section includes the followi

Table of ContentsTOC-ii Using BCMS Vu Server On-Line Help. . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18Chapter 3 BCMS Vu Client Basics. .

Managing BCMS Vu Historical Data 4-23Configuring and Managing the BCMS Vu SoftwareChapter 4How the DEFINITY System Stores Data 4The DEFINITY system

4-24 Managing BCMS Vu Historical DataConfiguring and Managing the BCMS Vu SoftwareRemoving Historical Data from the PC 4BCMS Vu stores historical dat

Managing BCMS Vu Historical Data 4-25Configuring and Managing the BCMS Vu SoftwareChapter 4a. Click on the window next to “Remove data by date” if y

4-26 Managing BCMS Vu Historical DataConfiguring and Managing the BCMS Vu Softwaresize of the historical database that you are using on a daily basis

Managing BCMS Vu Historical Data 4-27Configuring and Managing the BCMS Vu SoftwareChapter 4You can correct this by using the Repair Database command

4-28 Managing BCMS Vu Historical DataConfiguring and Managing the BCMS Vu SoftwareCompacting the Database 4A database can become fragmented. It is a

Managing BCMS Vu Historical Data 4-29Configuring and Managing the BCMS Vu SoftwareChapter 4For Windows 95 or Windows 98:1. Select Start/Control Pane

Opening the Historical Database in Access 2000 4-30Configuring and Managing the BCMS Vu SoftwareChapter 4Opening the Historical Databasein Access 20

Managing Miscellaneous BCMS Vu Functions 4-31Configuring and Managing the BCMS Vu SoftwareChapter 4Managing Miscellaneous BCMS Vu Functions 4Downloa

4-32 Managing Miscellaneous BCMS Vu FunctionsConfiguring and Managing the BCMS Vu Software