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What ACD elements
do you need to
monitor?
work code or stroke
count data,
individual trunks,
vectors
use CentreVu CMS
agents, trunk
groups, splits/skills,
VDNs
use CentreVu CMS,
BCMS Vu, BCMS, or
VuStats
trunk group or hunt
group data only
use standard voice
system reports
Use the following criteria to help you choose a reporting system. If the following scenarios
do not describe your needs, standard voice system reports or BCMS are probably
adequate.
Do small inefficiencies or
lapses in service cause
big loss of profits?
Use CentreVu CMS or BCMS Vu. Both
systems have exception alerting to notify
you of problems immediately.
Do you frequently
generate special reports
for clients or senior
management?
Use CentreVu CMS or BCMS Vu. Both
systems allow custom report
development, though CentreVu CMS
allows maximum flexibility in those
reports. In addition, CentreVu CMS
allows you to create forecasts of call
volume and needed staffing.
Do you need an
electronic wallboard to
display status for your
center?
Use CentreVu CMS or BCMS Vu. Both
systems allow wallboard display of report
data.
Where to get more information
The Administrator’s Guide for Avaya Communication Manager Software has more details
about BCMS, BCMS Vu, VuStats, and CentreVu CMS. For more complete information,
see the following manuals:
DEFINITY ECS Basic Call Management System Operations, 555-230-706
BCMS Vu Software User Guide, 585-217-100
CentreVu Call Management System Administration
for R3V4: 585-215-800
for R3V5: 585-215-820
for R3V6: 585-215-850
- 14-300610 1
- Issue 2 1
- February 2006 1
- Table of Contents 3
- Overview of the main screen 13
- Overview of wizards 14
- Setting up this product 17
- Adding a voice system 17
- Adding a messaging system 19
- Creating command shortcuts 23
- Using a shared system file 25
- Scheduling tasks 26
- Scheduling a task to run 26
- Using the Schedule tab 27
- Checking status 29
- Using the Status pane 29
- Using the History tab 33
- Managing performance 34
- Improving Grade of Service 34
- Administering voice systems 37
- Starting GEDI 37
- Starting Terminal Emulation 38
- Voice system components 39
- Role of the administrator 39
- Daily administrator tasks 42
- Weekly administrator tasks 43
- Monthly administrator tasks 44
- Other tasks 44
- Command language and syntax 44
- Working with end users 46
- Preparing end-user training 47
- Delivering end-user training 49
- System add ons 52
- Understanding the dial plan 53
- Displaying your dial plan 54
- Modifying your dial plan 54
- Adding extension ranges 55
- Adding feature access codes 56
- Setting up phones 58
- Adding new phones 58
- Adding a fax or modem 62
- Using an alias 64
- Customizing your phone 64
- Upgrading phones 65
- Changing COR values 67
- Changing COS values 67
- Managing phone features 68
- Changing feature parameters 68
- Creating pickup groups 68
- Creating coverage paths 69
- Routing outgoing calls 72
- World class routing 72
- Overriding call restrictions 74
- ARS Partitioning 75
- Preparing to add a trunk 78
- Adding trunk groups 79
- Night Service 81
- Setting up night service 81
- Announcements 82
- What is an announcement? 82
- Adding announcements 82
- Recording announcements 83
- Deleting announcements 84
- Hunt groups 86
- What are hunt groups? 86
- Setting up hunt groups 86
- Setting up a queue 87
- Call distribution methods 89
- What are vectors? 90
- Writing vectors 90
- Diagnosing a vector problem 93
- Voice system reports 94
- Using report scheduler 94
- Analyzing report data 94
- Using attendant reports 94
- Using trunk group reports 94
- Call centers 97
- What is a call center? 97
- Planning a call center 97
- Setting up the call flow 97
- Testing the system 98
- Monitoring your call center 98
- Viewing system capacity 99
- Enhancing an ACD system 99
- Printing button labels 102
- Exporting unused port data 108
- Exporting Native Names 112
- Importing Native Names 113
- Messaging Systems 114
- Security 115
- About system security 118
- Using Native Names 119
- Using Native Name 119
- Entering Native Names 120
- Troubleshooting 123
- Access denied 123
- ASG is enabled 123
- ASG is not enabled 123
- Cannot open serial port 124
- Command Timed Out 125
- Connection lost 127
- Corrupt data received 128
- Data is locked 128
- Device does not exist 128
- General communications error 129
- Incorrect device 129
- Incorrect login 129
- Invalid password 129
- Modem initialization error 130
- Network connection failed 130
- No carrier 131
- No dial tone 132
- No Ports available 132
- Password has expired 132
- Serial port does not exist 133
- Remote reset 133
- Serial port error 134
- Serial port is in use 134
- Too many users logged in 135
- Unknown response from device 136
- Voice system problems 137
- Keeping baseline information 137
- Backing up voice system data 139
- Checking voice system status 140
- Viewing the system status 140
- Diagnosing a problem 143
- Diagnosing modem problems 144
- Diagnosing printer troubles 144
- Solving call center problems 145
- Viewing error logs 146
- Clearing an error 148
- Alarm logs 149
- Reading the alarm log 150
- Clearing alarm logs 150
- Assigning alarm buttons 150
- Preventing alarms and errors 152
- Busy Verify 155
- Facility Busy Indication 158
- Facility Test Calls 158
- Trunk Identification 159
- Call Management System (CMS) 161
- Carriers 161
- Circuit pack 161
- Conversant 161
- Understanding trunks 163
- Contacting Us 164
- General Contact Information 164
- Before you call 164
- Technical Support 165
- Contacting us about training 166
- Giving us your feedback 167
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