Avaya Contact Center R3V11 Documentation Master Index · Avaya Contact Center R3V11 Documentation...

Avaya Contact Center R3V11 Documentation Master Index

Book ID Book Title

ACD Guide to ACD Call CentersADM AdministrationADV Business Advocate R11 User GuideBCMS Basic Call Management System OperationsBCS Call Vectoring Guide for BCS GuestWorksBLD Sun Blade 100 Workstation Hardware Installation,

Maintenance, and TroubleshootingCDES Change DescriptionCRPT Custom ReportsDBI Database Items and CalculationsEAS Call Vectoring and EAS GuideECHI External Call History InterfaceFCST ForecastHAAD High Availability Installation, Maintenance, and

Connectivity GuideHAU High Availability User GuideLAA Little Instruction Book for advanced administrationLAN LAN Backup User GuideLBA Little Instruction Book for basic administrationODBC Open Database ConnectivityPUDM Platform Upgrade and Data MigrationRDUG Supervisor Report Designer User GuideSCAT Switch Connections, Administration and

TroubleshootingSE35 Enterprise 3500 Hardware Installation, Maintenance

and TroubleshootingSIGS Supervisor Installation and Getting StartedSIMT Software Installation Maintenance and TroubleshootingSRPT Supervisor Version 11 ReportsSUN Enterprise 3000 & SPARCserver Hardware

Maintenance and TroubleshootingTPM Terminals, Printers, and ModemsUL5 Ultra 5 Hardware Installation, Maintenance and

TroubleshootingVVIN Visual Vectors Installation and Getting StartedVVUG Visual Vectors User Guide

1

Master Index

Symbols

"Where" Clauses Basic, CRPT-94 Exclusions, CRPT-96 Multiple, CRPT-96 Other Formats for, CRPT-158 Range/List Variable, CRPT-96 Selecting Rows from an ACD, CRPT-96 Using String-value Items, CRPT-157 Using to Select a Range of Values, CRPT-155 Variable, CRPT-95

# sign, EAS-196, EAS-430, BCS-79 dialed ahead digits, EAS-196, BCS-79 with digits, EAS-421, BCS-169

# symbol dial-ahead digits, EAS-196, BCS-79

# symbol with digits, EAS-421, BCS-169 % Aban, DBI-311, SRPT-481, SRPT-499 % Aban Calls, SRPT-381, SRPT-402, SRPT-491 % Abandoned Distribution, SRPT-394, SRPT-488 % ACD Time, LAA-80, SRPT-441, SRPT-446,

SRPT-453 % Agent (Group) Occupancy with ACW, SRPT-549 % Agent (Group) Occupancy without

ACW, SRPT-549 % Agent Occup (Group) w/ACW, DBI-312 % Agent Occup (Group) w/o ACW, DBI-312 % Agent Occup w/ACW, SRPT-336, SRPT-353 % Agent Occup w/o ACW, SRPT-336, SRPT-353 % Agent Occupancy with ACW, SRPT-549 % Agent Occupancy without ACW, SRPT-549 % Ans Calls, SRPT-381, SRPT-441, SRPT-446,

SRPT-453 % Ans+Conn, SRPT-481 % Answered Distribution, SRPT-394, SRPT-488 % Axis check box, RDUG-179 % Busy, DBI-311, SRPT-499 % Disconnect, DBI-311 % Flow Out, DBI-312, SRPT-500, SRPT-549 % Outside Service Level

Split/Skill Graphical Call Profile report, SRPT-202 VDN Graphical Call Profile report, SRPT-285

% Within Service Level Split/Skill Call Profile report, SRPT-181, SRPT-380 Split/Skill Graphical Call Profile report, SRPT-201 Split/Skill Graphical Service Level report, SRPT-402 Split/Skill Graphical Status report, SRPT-221 VDN Call Profile report, SRPT-280, SRPT-480 VDN Graphical Call Profile report, SRPT-285 VDN Graphical Service Level report, SRPT-491

* symbol dial-ahead digits, EAS-420, BCS-169 dialed ahead digits, EAS-196, BCS-79 with digits, EAS-421, BCS-169

* with digits, EAS-421, BCS-169 _OL2TIME, ODBC-92


Book ID Book Title








2

Numerics

3-burst ringing, ACD-63 1...4 menu on Terminal Emulator profile

menu, SIGS-64 100 * (sum(ABNCALLS/sum(INCALLS)), SRPT-484 100 *

(sum(BUSYCALLS)/sum(INCALLS)), SRPT-484 100 *

(sum(DISCCALLS)/sum(INCALLS)), SRPT-484 100 * (sum[I_RINGTIME + I_ACDTIME + I_ACDOT-

HERTIME + I_ACDAUX_OUTTIME + I_ACDAUX-INTIME + I_ACWTIME]) / (sum[TI_STAFFTIME TI_AUXTIME + I_ACDAUX_OUTTIME + I_ACDAUXINTIME]), SRPT-336

100 * (sum[I_RINGTIME + I_ACDTIME + I_ACDOT-HERTIME + I_ACDAUX_OUTTIME + I_ACDAUX-INTIME]) / (sum[TI_STAFFTIME TI_AUXTIME + I_ACDAUX_OUTTIME + I_ACDAUXINTIME]), SRPT-336

100 * ABNCALLS/INCALLS, SRPT-499 100 * BUSYCALLS/INCALLS, SRPT-499 100 * OUTFLOWCALLS/INCALLS, SRPT-500 100- PERCENT_ SERV_LVL_VDN>, SRPT-285 100-PERCENT_SERV_LVL_SPL>, SRPT-202,

SRPT-393, SRPT-488 16-port NTS, TPM-82 1st Skill ACD Calls, SRPT-503 1st Skill Avg ACD Time, SRPT-503 1st Skill Avg ACW, SRPT-503 1st Skill Pref, SRPT-503 1st Skill Preference, SRPT-500 2900/260lf Small Footprint Terminal, TPM-48 2BCT protocol, CDES-21 2D field, RDUG-179 2D Horizontal Bar Chart, RDUG-43 2D Horizontal Stacked Bar Chart, RDUG-44 2D Line Bar Chart, RDUG-44 2D Pie Bar Chart, RDUG-43 2D Stacked Area Bar Chart, RDUG-43 2D Vertical Bar Chart, RDUG-43 2D Vertical Stacked Bar Chart, RDUG-44 2D, change to 3D, RDUG-179 2nd Skill ACD Calls, SRPT-503 2nd Skill Avg ACD Time, SRPT-503 2nd Skill Avg ACW, SRPT-503 2nd Skill Pref, SRPT-503 2nd Skill Preference, SRPT-500 3D appearance, control, RDUG-183 3D Chart

Rotating, SRPT-81 3D Effects tab

about, RDUG-181 control 3D appearance, RDUG-183 Depth to Height field, RDUG-182 Elevation field, RDUG-181 field options, RDUG-181 Oblique field, RDUG-182 Orthogonal field, RDUG-182 Perspective field, RDUG-182 Projection field, RDUG-181 Rotation field, RDUG-181


Book ID Book Title








3

Viewing Distance field, RDUG-182 Width to Height field, RDUG-182

3D field, RDUG-179 3D Horizontal Bar Chart, RDUG-43 3D Horizontal Stacked Bar Chart, RDUG-44 3D Line Chart, RDUG-44 3D Pie Chart, RDUG-44 3D Stacked Area Chart, RDUG-44 3D Vertical Bar Chart, RDUG-44 3D Vertical Cluster Bar Chart, RDUG-44 3D Vertical Stacked Bar Char, RDUG-43 3D, change to 2D, RDUG-179 3rd Skill ACD Calls, SRPT-504 3rd Skill Avg ACD, SRPT-504 3rd Skill Avg ACW, SRPT-504 3rd Skill Pref, SRPT-504 3rd Skill Preference, SRPT-500 64-port NTS, TPM-82 7400D switch settings, SCAT-62, SCAT-76,

SCAT-79, SCAT-85, SCAT-96 8-port NTS, TPM-82

A

AAR and ARS interactions

Call Vectoring, ACD-127 Look Ahead (LAI) Interflow, ACD-168

AAR/ARS Partitioning interactions

VDN in a Coverage Path, ACD-246 AAS, ACD-279 Aban, SRPT-286 Aban Calls

Graphical Split/Skill View report, SRPT-542 Multi-ACD Top Agent report, SRPT-155 Queue/Agent Status report, SRPT-167 Queue/Top Agent Status report, SRPT-161 Split/Skill Call Profile report, SRPT-381 Split/Skill Comparison report, SRPT-536 Split/Skill Graphical Call Profile report, SRPT-202, SRPT-393 Split/Skill Summary report, SRPT-426 System Multi-ACD by Split/Skill report, SRPT-440 System Multi-ACD report, SRPT-446 System report, SRPT-450 Trunk Group report, SRPT-467 Trunk report, SRPT-464 Trunk/Trunk Group Busy Hour report, SRPT-461 VDN Busy Hour report, SRPT-476 VDN Call Profile report, SRPT-281, SRPT-481 VDN Graphical Call Handling report, SRPT-547 VDN Graphical Call Profile report, SRPT-487 VDN Multi-ACD Flow report, SRPT-494 VDN report, SRPT-291, SRPT-499 VDN Skill Preference report, SRPT-288, SRPT-502 Vector report, SRPT-510

Abandon, SRPT-484 Abandoned, SRPT-182 abandoned, ECHI-17 Abandoned Call, DBI-40, SRPT-549 abandoned call

feature interactions, ADV-119


Book ID Book Title








4

Abandoned Call Search, SRPT-549, ACD-53 to ACD-54

interactions Call Management System (CMS), ACD-54 Redirection on No Answer (RONA), ACD-205

Abandoned Calls, DBI-95, SRPT-148, SRPT-222, SRPT-247, SRPT-257

abandoned calls, LAA-80 abandonment rate, LAA-65 Abbreviated Dialing (AD)

interactions Agent Call Handling, ACD-69 Expert Agent Selection (EAS), ACD-147 Reason Codes, ACD-199

Abbreviated dialing lists, EAS-312, BCS-98 abbreviated dialing special characters

route-to, EAS-457, BCS-183 ABNCALLS, ODBC-75, ODBC-116, ODBC-170,

DBI-108, SRPT-148, SRPT-182, SRPT-183, SRPT-222, SRPT-247, SRPT-257, SRPT-282, SRPT-288, SRPT-289, SRPT-291, SRPT-296, SRPT-381, SRPT-393, SRPT-440, SRPT-450, SRPT-467, SRPT-481, SRPT-494, SRPT-499, SRPT-502, SRPT-535, SRPT-540, SRPT-547

ABNCALLS1, SRPT-202, SRPT-481 ABNCALLS1-10, ODBC-76, ODBC-182, DBI-109,

SRPT-182, SRPT-281, SRPT-286, SRPT-381, SRPT-394, SRPT-487

ABNCALLS2-10, SRPT-481 ABNQUECALLS, ODBC-148, ODBC-170,

ODBC-182, DBI-110 ABNRINGCALLS, ODBC-76, ODBC-149,

ODBC-170, ODBC-183, DBI-110 ABNTIME, ODBC-77, ODBC-116, ODBC-170,

ODBC-183, DBI-111, SRPT-148, SRPT-183, SRPT-222, SRPT-247, SRPT-257, SRPT-282, SRPT-289, SRPT-291, SRPT-296, SRPT-381, SRPT-440, SRPT-450, SRPT-481, SRPT-499, SRPT-502, SRPT-535, SRPT-540

ABNVECCALLS, ODBC-149, DBI-112 About Avaya CMS Supervisor menu item, RDUG-71 About Graphical Reports, SRPT-519 Above Point field, RDUG-167 ACCEPTABLE, ODBC-77, ODBC-183, DBI-112, SRPT-181, SRPT-221, SRPT-280, SRPT-380, SRPT-399,

SRPT-480, SRPT-540 Acceptable Service Changed, SRPT-380, SRPT-393, SRPT-402, SRPT-480, SRPT-491 Acceptable Service Level, ADV-147, SRPT-549

administering through CMS Supervisor, ADV-140 field, ADV-115

acceptable service level administration of, BCMS-13 definition, BCMS-12

Access, CRPT-31, CRPT-35, CRPT-38 Defining, CRPT-35 Screen Painter, CRPT-41

Access Permissions, SRPT-549 Access permissions

definition of, VVUG-97 access permissions, ADV-147 Access the Report Select Window, CRPT-32 accessing

vectors, VVUG-47 Accessing an NTS to Diagnose Problems, TPM-148 Accessing Reports, SRPT-35


Book ID Book Title








5

ACD, ADV-147, SRPT-127, SRPT-135, SRPT-145, SRPT-153, SRPT-225, SRPT-319, SRPT-321, SRPT-324, SRPT-326, SRPT-330, SRPT-333, SRPT-335, SRPT-340, SRPT-347, SRPT-349, SRPT-358, SRPT-373, SRPT-380, SRPT-399, SRPT-408, SRPT-413, SRPT-435, SRPT-439, SRPT-449, SRPT-466, SRPT-476, SRPT-480, SRPT-484, SRPT-493, SRPT-497, SRPT-502, SRPT-549, ECHI-13, ECHI-24, ECHI-29, ECHI-38

administering, VVUG-12 administration data, HAU-72 Administration Log, ADM-689 administrative interface, ADM-20 Call Processing software, HAU-19 creating, SIMT-234 defining, SIMT-234 definition of parameters, BCMS-14 determine how it is functioning, BCMS-110 dual link, HAU-79 engineering of

interpolation method, BCMS-114 using BCMS reports, BCMS-114

example application classified ads department, BCMS-116 insurance agency, BCMS-145 reservations department, BCMS-117 split management, BCMS-118

link failures, HAU-22 listing connection status, ADM-642 listing status, ADM-595 managing operations with BCMS, BCMS-9 monitoring the operations of an

application, BCMS-9 name, deleting, ADM-50 optimization of, BCMS-114 overall design criteria, BCMS-109 planned future growth, BCMS-114, BCMS-121 planning, BCMS-109 removing, SIMT-236 setttings, listing all, ADM-587 setttings, viewing, ADM-585 setup, ADM-583 testing link, SIMT-222 translations, requesting, ADM-598 user permissions, ADM-431 user permissions, adding, ADM-433 user permissions, deleting, ADM-441 user permissions, listing all, ADM-437 user permissions, modifying, ADM-439 user permissions, viewing, ADM-435 Variable Name, CRPT-63 viewing archiving status of all, ADM-602 viewing archiving status of one, ADM-600 viewing connection status, ADM-640 viewing status, ADM-592 when excessive time in answering calls, BCMS-111

ACD (index), ODBC-77, ODBC-116, ODBC-149, ODBC-163, ODBC-170, ODBC-183, ODBC-201, ODBC-203, ODBC-209, ODBC-214, ODBC-216, ODBC-219, ODBC-232, ODBC-233, ODBC-235, ODBC-236, ODBC-241, ODBC-245, ODBC-246, ODBC-247, ODBC-249, ODBC-250, ODBC-252, DBI-112

ACD Access, LBA-31 ACD agent login ID

form, EAS-371 ACD Call, DBI-41, SRPT-549 ACD call, ADV-147


Book ID Book Title








6

ACD Calls, LAA-80, SRPT-127, SRPT-132, SRPT-148, SRPT-154, SRPT-202, SRPT-222, SRPT-246, SRPT-247, SRPT-257, SRPT-258, SRPT-291, SRPT-296, SRPT-321, SRPT-324, SRPT-330, SRPT-335, SRPT-349, SRPT-353, SRPT-373, SRPT-381, SRPT-392, SRPT-413, SRPT-419, SRPT-440, SRPT-450, SRPT-476, SRPT-487, SRPT-494, SRPT-498, SRPT-503

Multi-ACD reports, SRPT-147 ACD Calls Ans, SRPT-288 ACD data

in CMS Dictionary, VVUG-15 storing, VVUG-15 summarizing, VVUG-15

ACD feature, BCMS-109 ACD Group, CRPT-33 ACD Group Only, CRPT-34, CRPT-163 ACD Group Reporting, CDES-26 ACD Groups, ADM-43, ADM-257

Adding, ADM-260 Adding an ACD, ADM-263 Call Center Administration, ADM-257 deleting, ADM-271 deleting an ACD, ADM-267 Dictionary, ADM-43

view contents, ADM-46 List all

Dictionary, ADM-45 listing all

Call Center Admin, ADM-261 modifying, ADM-269 renaming, ADM-269 view contents, ADM-46 viewing contents, ADM-265

ACD link status, VVUG-44 ACD Login Identification Length, ACD-293 ACD Name field, RDUG-140 ACD object

description of, VVUG-26, VVUG-32 ACD planning

agent engineering/optimizing guidelines, BCMS-115 planning/engineering objectives, BCMS-109

ACD Shifts Database Items, ODBC-238 ACD status, ADM-591 ACD switch link setup, BLD-70, SE35-79, SUN-34, SUN-89, UL5-77 ACD Time, SRPT-321, SRPT-330, SRPT-337, SRPT-349, SRPT-353, SRPT-373, SRPT-415, SRPT-421 ACD trunk engineering

table, BCMS-146 ACD+Conn Calls, SRPT-481 ACD+Conn Calls (total), SRPT-481 ACD, multiple

description of, VVUG-12 ACD, single

description of, VVUG-12 acd_create, SIMT-234 ACD_ID, ODBC-234 ACD_RELEASE, ODBC-116, DBI-115 acd_remove, SIMT-236 acd_shifts table, ODBC-74 ACDAUXOUTCALLS, ODBC-77, ODBC-116, DBI-115


Book ID Book Title








7

ACDCALLS, ODBC-77, ODBC-117, ODBC-149, ODBC-163, ODBC-171, ODBC-183, ODBC-201, DBI-116, SRPT-146, SRPT-148, SRPT-182, SRPT-221, SRPT-222, SRPT-246, SRPT-257, SRPT-281, SRPT-282, SRPT-288, SRPT-291, SRPT-296, SRPT-321, SRPT-324, SRPT-330, SRPT-335, SRPT-340, SRPT-349, SRPT-373, SRPT-381, SRPT-392, SRPT-414, SRPT-420, SRPT-440, SRPT-441, SRPT-449, SRPT-450, SRPT-453, SRPT-481, SRPT-494, SRPT-498, SRPT-502, SRPT-503, SRPT-521, SRPT-527, SRPT-535, SRPT-540, SRPT-547

Multi-ACD reports, SRPT-147 ACDCALLS + DA_ACDCALLS, SRPT-413,

SRPT-419 ACDCALLS_R1, ODBC-78, ODBC-117, ODBC-149,

ODBC-164, ODBC-171, ODBC-183, DBI-117, ADV-143

ACDCALLS_R2, ODBC-78, ODBC-117, ODBC-149, ODBC-164, ODBC-171, ODBC-184, DBI-119, ADV-143

ACDCALLS1, SRPT-202 ACDCALLS1-10, ODBC-78, DBI-117, SRPT-181,

SRPT-381, SRPT-394, SRPT-487 ACDONHOLD (real-time), DBI-120 ACDs, SRPT-145, ADM-47, PUDM-19, PUDM-26

copying vectors to, VVUG-69 migrating multiple, PUDM-19 moving vectors to, VVUG-69 recording switch information, PUDM-25 saving vectors to, VVUG-69

ACDs, multiple, HAAD-61 ACDTIME, ODBC-78, ODBC-117, ODBC-184,

ODBC-201, DBI-120, SRPT-148, SRPT-222, SRPT-246, SRPT-257, SRPT-288, SRPT-291, SRPT-340, SRPT-373, SRPT-414, SRPT-420, SRPT-440, SRPT-450, SRPT-498, SRPT-503, SRPT-535

Acknowledgment, SRPT-550 acknowledgment window, ADV-147 Acronyms, DBI-27 action list

timetable, LBA-41 Actions menu, SIGS-59 Activate Agent Trace, SRPT-550 Activate Agent Trace window, ADV-147 Activate on Oldest Call Waiting, ADV-88, ACD-135 activation of reserve agents, ADV-42, LAA-130 active agents, ADV-147 active calls, DBI-106 Active Skill, SRPT-132 Active Split, SRPT-127 Active Split/Skill, SRPT-229, SRPT-233 active VDN, EAS-52, BCS-43 Active VDN Calls, ADV-147, SRPT-292, SRPT-550 ACTIVECALLS, SRPT-292 ACTIVECALLS (real-time), DBI-121 ACW, DBI-41, SRPT-127, SRPT-135, SRPT-226, SRPT-326, SRPT-408, SRPT-550, ACD-134 ACW Agents Considered Idle, ACD-292 ACW Considered Idle, ACD-134 ACW Time, SRPT-321, SRPT-330, SRPT-337, SRPT-349, SRPT-353, SRPT-373, SRPT-415, SRPT-421 ACW_AUX_OUT_ADJ, DBI-300 ACW_AUX_OUT_CALLS, DBI-300 ACWINCALLS, ODBC-78, ODBC-117, DBI-121, SRPT-321, SRPT-330, SRPT-336, SRPT-341, SRPT-350


Book ID Book Title








8

ACWINTIME, ODBC-78, ODBC-117, DBI-121, SRPT-336, SRPT-341

ACWOUTADJCALLS, ODBC-79, ODBC-118, DBI-122

ACWOUTCALLS, ODBC-79, ODBC-118, DBI-122, SRPT-330, SRPT-337, SRPT-341, SRPT-350, SRPT-441, SRPT-452, SRPT-453

ACWOUTOFFCALLS, ODBC-79, ODBC-118, DBI-123, SRPT-342

ACWOUTOFFTIME, ODBC-79, ODBC-118, DBI-123, SRPT-342

ACWOUTTIME, ODBC-79, ODBC-119, DBI-123, SRPT-337, SRPT-341, SRPT-441, SRPT-453

ACWTIME, ODBC-80, ODBC-119, ODBC-184, ODBC-201, ODBC-219, DBI-124, SRPT-288, SRPT-340, SRPT-373, SRPT-414, SRPT-420, SRPT-440, SRPT-450, SRPT-498, SRPT-503, ECHI-13, ECHI-23, ECHI-28

adapting to a long wait, EAS-25, BCS-20 to changing call traffic, EAS-25, BCS-20

add data items, RDUG-166 input fields, RDUG-100 status bar, RDUG-69

Add Agents to Skill dialog box, ADV-136 add best-service-routing, LAA-100 Add button, SIGS-59 Add Data Source screen, ODBC-53 Add Login ID-Based Data Source, ODBC-53 Add/Remove Skills

interactions Expert Agent Selection (EAS), ACD-148 Service Observing, ACD-230

Add System Data Sources, ODBC-53 Add System Data Sources screen, ODBC-53 Add/Remove Skills

forms, ACD-134 interactions

Auto Available Split (AAS), ACD-56 Basic Call Management System (BCMS), ACD-55, ACD-56 Call Management System (CMS), ACD-55 Expert Agent Selection (EAS), ACD-55 Expert Agent Selection–preference handling distribution (EAS–PHD), ACD-56 VuStats, ACD-55, ACD-56

add/remove skills via FAC, ADV-117 Adding, ADV-136 adding

agents to skills, LAA-32, LAA-36 disk drives

Enterprise 3000, SUN-37 SPARCserver, SUN-103

external SCSI disk drives, BLD-90, UL5-99 external SCSI disks

SPARCserver, SUN-103 external SCSI tape drives


memory, BLD-120, SE35-126, SE35-127, SE35-130, SE35-204, SUN-79, UL5-145 Enterprise 3000, SUN-79 SPARCserver, SUN-126

NTS, TPM-104 power/cooling module, SE35-134, SE35-211


Book ID Book Title








9

second internal disk drive, BLD-82, UL5-90, UL5-195

swap space, SE35-132 tape drive, BLD-113, UL5-135 tape drives, BLD-90, BLD-113, UL5-99, UL5-135

adding agents to an existing agent group, ADM-58 adding an ACD name, ADM-48 adding an agent group, ADM-52 adding an AUX reason code name, ADM-77 adding customer segments, ADV-57 adding objects, VVUG-20 adding skills per agent, ADV-126 adding tasks to timetable, LBA-44 ADJATTEMPTS, ODBC-171, ODBC-184, DBI-125,

SRPT-495 ADJROUTED, ODBC-171, ODBC-184, DBI-125,

SRPT-495 Adjunct CMS Release, ACD-292 Adjunct Route Link, CDES-17

CMS support, CDES-26 Adjunct Route step, VVUG-61 adjunct routing, LAA-72, LAA-77

considerations, EAS-164 function, EAS-163 hardware and software requirements, EAS-473

Adjunct Routing Attempts, SRPT-495 adjunct routing command, EAS-24, EAS-57,

EAS-403 neutral vector command, EAS-207, EAS-407 success/failure criteria, EAS-494 syntax, EAS-403 troubleshooting, EAS-501

Adjunct Routing Completions, SRPT-495 Adjunct/Switch Applications Interface

(ASAI), ADV-147, SRPT-550 ADJUNCTOUT (real-time), DBI-125 Adjunct-Placed and Adjunct-Routed Calls, DBI-84 adjuncts

Inbound Call Management (ICM) applications, ACD-153 processors, ACD-154 speech processing, ACD-155

Adjunct-Switch Application Interface, LAA-72 adjust-by, EAS-241, ACD-108 administer

remote console port, SIMT-200 switch LAN, SIMT-159 TCP/IP, SIMT-159 terminals modems and printers, SIMT-240

Administer ODBC Options, ODBC-59 Administering, ADV-140

Modems, TPM-109 Printers, TPM-109 Terminals, TPM-109

administering Acceptable service levels, CMS Supervisor, ADV-140 adding agents to a skill, ADV-136 adding skills per agent, ADV-126 Auto Reserve Agents, ADV-101 call and agent selection features, LAA-137 call handling preference, CMS Supervisor, ADV-128 Call Selection Override, ADV-114 Call Vectoring, LAA-74 CMS Business Advocate through CMS Supervisor, ADV-123


Book ID Book Title








10

data modules (R6 and earlier) Generic 3r, SCAT-160 Generic 3si, SCAT-150

data modules (R7 and later) Generic 3r, SCAT-169 Generic 3si, SCAT-155

deleting skills per agent, ADV-127 Direct Agent Calls, ADV-99 Dynamic Percentage Adjustment, ADV-100 Dynamic Queue Position, ADV-107 Dynamic Threshold Adjustment, ADV-112 Generic 2, SCAT-178 Greatest Need, ADV-94 Greatest Need using CMS Supervisor, ADV-128 IDI (R6 and earlier)

Generic 3r, SCAT-139 Generic 3si, SCAT-131

IDI (R7 and later) Generic 3r, SCAT-145 Generic 3si, SCAT-135

LAN, HAAD-67 LAN (R7 and later), SCAT-109 Least Occupied Agent (LOA), ADV-92 Most Idle Agent (MIA), ADV-93 moving agents between skills, ADV-138 multi-site BSR applications, LAA-98 multi-site ELAI, LAA-85 Percent Allocation, ADV-98 Percent Allocation Distribution (PAD), ADV-100 Percent Allocation using CMS

Supervisor, ADV-131 removing agents from a skill, ADV-137 reserve agents, ADV-113, ADV-131 reviewing agent skills, ADV-126 Service Level Supervisor, ADV-110 Service Objective, ADV-103 Skill Level, ADV-96 Skill Level using CMS Supervisor, ADV-129 switch LAN, HAAD-42 TCP/IP, HAAD-42 Top Skill, ADV-130 using agent template, ADV-132 using Change Agent Skills Dialog Box, ADV-124 VDN skills, EAS-356 Visual Vectors, HAU-63 where features are administered, ADV-83

administering and activating exceptions, LBA-57 Administering Modems

Solaris Tools, TPM-239 Administering Ports

Solaris Tools, TPM-199 Administering Printers

Solaris Tools, TPM-219 administering printers, ADM-647 administering service observing, LBA-61 Administering Terminals

2900/260lf Small Footprint Terminal, TPM-48 Setting Options, TPM-48 Solaris, TPM-200

Administration, ECHI-40 Administration documents, ODBC-16, DBI-25, ADV-19, LAA-20, LBA-17, CRPT-12, ECHI-9


Book ID Book Title








11

Administration Interface Add Data Source screen, ODBC-53 Add System Data Sources screen, ODBC-53 ODBC Data Source fields, ODBC-51 ODBC Drivers screen, ODBC-53 OpenLink Setup input fields, ODBC-56 System Data Sources Screen, ODBC-53

administration log, SIMT-146, PUDM-35 Administration without Hardware (AWOH)

interactions Expert Agent Selection (EAS), ACD-148

Administrative data, DBI-34 Administrative data, definition, DBI-34

Administrative data, definition, ODBC-69, DBI-34 Administrator, ECHI-42 advanced vector routing, EAS-22

expected wait time, EAS-125, EAS-126 hardware and software requirements, EAS-471 rolling average speed of answer, EAS-134 VDN calls, EAS-137

Advocate, LAA-72, LAA-109 administering call and agent selection

features, LAA-137 agent selection examples, LAA-124 call handling preferences, LAA-112 call selection, LAA-110 call selection examples, LAA-117 cautions, LAA-148 enhanced customer segmentation, LAA-142 feature compatibility, LAA-135 fine-tuning, LAA-147 performance, LAA-147 Service Objective, LAA-113 support, LAA-135 where should I start?, LAA-141

After Call Work, DBI-41, SRPT-258 After Call Work (ACW), ADV-148, SRPT-550 after call work (ACW)

buttons, EAS-352, ACD-83 modes, ACD-62 states, ACD-56

After Call Work (ACW) agents considered idle, ADV-102 ag_actv, DBI-33 ag_actv table, ODBC-74 AG_DEST, DBI-296 AG_DIR, DBI-296 AG_ORIG, DBI-296 AG_PREF, DBI-296 AGDURATION (real-time), DBI-127 Agent, DBI-41, SRPT-132, SRPT-242, SRPT-254, SRPT-321, SRPT-326, SRPT-340, SRPT-349, SRPT-353,

SRPT-358, SRPT-550 agent, ADV-148, LBA-61

copying agent groups, ADM-56 exceptions, ADM-335 exceptions, adding, ADM-337 exceptions, defintions, ADM-345 exceptions, deleting, ADM-343 exceptions, modifying, ADM-340 exceptions, report, ADM-348 skills, changing, ADM-235 templates, changing skills for, ADM-235 trace, starting and stopping, ADM-228 trace, viewing current states, ADM-231

Agent Activity step, VVUG-57, VVUG-60


Book ID Book Title








12

Agent Attendance Report, SRPT-320 Agent AUX Report, SRPT-318 Agent Call Handling, ACD-57 to ACD-71

after call work (ACW) modes, ACD-62 agent sizing, ACD-65 agents assigned to hunt group and ACD

calls, ACD-69 agents with automatic answer, ACD-68 answering options, ACD-60 Assist buttons/feature access codes

(FAC), ACD-63 Audio Difficulty buttons, ACD-64 auto-in modes, ACD-61 automatic answer, ACD-60 Automatic Call Distribution (ACD) work

modes, ACD-61 auxiliary (AUX) work modes, ACD-59, ACD-61 button assignments, ACD-67 CALLMASTER phones, ACD-60, ACD-64 CALLMASTER voice terminals, ACD-68 cancelling timed after call work (ACW), ACD-63 considerations, ACD-67 description, ACD-59 expanded technical information, ACD-65 headsets, ACD-68 home agents, ACD-62 hunt group calls, ACD-69 interactions

Abbreviated Dialing (AD), ACD-69 Auto Available Split (AAS), ACD-69 Avaya CMS, ACD-68, ACD-70 Bridged Call Appearance, ACD-69 Call Coverage, ACD-69 Call Forwarding, ACD-69 Call Pickup, ACD-69 call work codes (CWC), ACD-64, ACD-70 CallVisor ASAI, ACD-57, ACD-70 Conference—Attendant, ACD-70 Conference—Terminal, ACD-70 Expert Agent Selection (EAS), ACD-70 Multiple Call Handling (MCH), ACD-70 Transfer, ACD-71 VDN of Origin Announcement (VOA), ACD-254 vector directory number (VDN) override, ACD-71 Voice Response Integration (VRI), ACD-71

logins/logouts, ACD-59 manual answer, ACD-60 manual-in modes, ACD-62 most idle agent (MIA) queues, ACD-61 Release buttons, ACD-67 splits, ACD-61, ACD-68 stroke counts, ACD-64, ACD-65 supervisory assistance, ACD-63 timed after call work (ACW), ACD-62, ACD-67

Agent Counts, DBI-87 Agent Database Items, ODBC-115 Agent database items, DBI-49, DBI-102 agent database items, ADV-144 Agent Exceptions Database Items, ODBC-241 Agent field, RDUG-97 Agent Graphical Information Report, SRPT-131 Agent Group, SRPT-121, SRPT-330, SRPT-333, SRPT-335


Book ID Book Title








13

agent group deleting, ADM-62 listing agents, ADM-54 remove agent, LBA-55

Agent Group Database Items, ODBC-235 Agent group field, RDUG-97 agent group members

running a report, ADM-192 Agent Group Report, SRPT-120 Agent Groups, HAU-43 agent groups, ADM-51

creating, LBA-54 agent hold, ADV-120 Agent ID, SRPT-330 Agent Information Report, SRPT-126, SRPT-519 agent level decisions, ADV-90 agent log in/log out, ADV-118

feature interactions, ADV-121 Agent Login ID, SRPT-550 agent login ID

associated capabilities, EAS-372 form, EAS-371

Agent Login/Logout Database Items, ODBC-203 Agent login/logout database items, DBI-55 agent login/logout database items, ADV-145 Agent Login/Logout ECS

Cross-Reference, ODBC-207 Agent LoginID form, ACD-134,

ACD-276 to ACD-282 Agent Name, SRPT-121, SRPT-124, SRPT-127,

SRPT-141, SRPT-163, SRPT-169, SRPT-194, SRPT-198, SRPT-220, SRPT-226, SRPT-229, SRPT-233, SRPT-261, SRPT-271, SRPT-302, SRPT-319, SRPT-324, SRPT-330, SRPT-333, SRPT-335, SRPT-347, SRPT-413, SRPT-419

Agent Occupancy, SRPT-550 agent occupancy, ADV-36, ADV-148, LAA-96 Agent Occupancy Reports, LAA-96 Agent Occupancy, Definition, FCST-16 Agent Position

EAS, SRPT-550 Non-EAS, SRPT-550

agent position, ADV-148 Agent Position, EAS, DBI-42 Agent Position, No EAS, DBI-41 Agent Positions Required Report

Agent Positions Required Input Window, FCST-124 Agent Positions Required Report Description, FCST-126 Agent Positions Required Report Example, FCST-125 Algorithm, FCST-146, FCST-148 Guidelines, FCST-123

Agent Report, SRPT-123 Agent Report Input Fields, SRPT-315 Agent report input fields, SRPT-518 Agent report input window, SRPT-118 Agent report selector window, SRPT-117, SRPT-517 Agent Report Selector Window and Input Fields, SRPT-315 Agent Reports, SRPT-116, SRPT-516

Agent Group Report, SRPT-120 Agent Information Report, SRPT-126 Agent Report, SRPT-123 Attendance, SRPT-320 AUX, SRPT-318 Event Count, SRPT-323


Book ID Book Title








14

general information, SRPT-116, SRPT-313 Graphical Information Report, SRPT-131 Graphical Time Spent, SRPT-325 Group Attendance, SRPT-329 Group AUX, SRPT-332 Group Summary, SRPT-334 Inbound/Outbound, SRPT-339 Information, SRPT-519 Login/Logout (Skill), SRPT-343 Login/Logout (Split), SRPT-346 organization, SRPT-313 Overview, SRPT-116 overview, SRPT-516 Roadmap, SRPT-116 selector window, SRPT-314 Split/Skill Report, SRPT-348 Summary Report, SRPT-352 Trace by Location Report, SRPT-357

Agent Reports Selector Window, SRPT-314 Agent Reports, general information, SRPT-116 Agent Ring Time, SRPT-321, SRPT-330, SRPT-337,

SRPT-353, SRPT-415, SRPT-421 Agent Role, DBI-87, SRPT-550 agent role, ADV-148 agent selection, ADV-148

adjust-by, EAS-241 agent selection examples, ADV-37 agent selection methods, ADV-23, ADV-34, ADV-86,

LAA-121, ACD-136 agent selection at a glance, ADV-37 examples, ADV-37 features that work together, ADV-49, LAA-136,

ACD-141 how agents are selected for calls, ADV-34 Least Occupied Agent, ADV-35 least occupied agent, LAA-122 Least Occupied Agent (LOA), ACD-145 Most Idle Agent, ADV-35 most idle agent, LAA-122 Percent Allocation Distribution, LAA-123 percent allocation distribution, LAA-123 what happens during agent surplus conditions, ADV-40, ACD-137

agent selection strategy, entering, LAA-103 agent selection, examples, LAA-124 Agent Skill, SRPT-551 agent skill, ADV-148 agent skills, LBA-88 Agent Skills, changing, HAU-39 Agent State, SRPT-551 Agent state, SRPT-302 agent state, ADV-148 Agent State and Row Search Values Cross-Reference, DBI-296 Agent state field, RDUG-97 Agent State Tracking at Login, DBI-85 agent string value field descriptions, ADM-66 agent string values, ADM-63 Agent Summary Report, SRPT-352 agent surplus, ADV-148 agent template, ADV-132, LAA-30 Agent Terminal, SRPT-551 agent terminal, ADV-148 Agent Time in Skill, DBI-87 Agent Trace, ADV-149, SRPT-551


Book ID Book Title








15

agent trace, LBA-51 activating, LAA-37 listing, LAA-38 records, LAA-37 report, LAA-39 stop, LAA-37 stopping, ADM-228

Agent Trace by Location Report, SRPT-357 Agent Trace Data, CRPT-36 agent trace data, RDUG-58 Agent Trace Database Items, ODBC-209 Agent trace database items, DBI-56 Agent Trace ECS Cross-Reference, ODBC-213 Agent Trace, modifying, HAU-37 agent work states, ADV-119 agent work time, ADV-149 agent’s skill

deleting, LAA-29 viewing, LAA-25

agent’s skill assignment changing, LAA-27

agents see also most idle agents (MIA) ACD work modes, ACD-61, ACD-205 adding to an existing group, ADM-58 administrating, ADM-227 answering options, ACD-60 automatic message waiting lights, ACD-85 available, EAS-44, BCS-37

definition, EAS-44, BCS-37 capacities, see sizing changing their schedule, BCMS-112 considerations

Automatic Answer, ACD-68 Automatic Call Distribution (ACD), ACD-69

data screen delivery applications, ACD-153 deleting from an existing group, ADM-60 determine how time utilized, BCMS-112 determining required number, BCMS-115 determining when to add more to a split, BCMS-111 direct, EAS-344 evaluating time spent answering ExtnCalls, BCMS-111 evaluating when more training needed, BCMS-112 greatest need routing, ACD-145 home agents

Redirection on No Answer (RONA), ACD-202, ACD-210 timed after call work (ACW), ACD-62 VDN of Origin Announcement (VOA), ACD-255

hunt group calls, ACD-69 logical, EAS-344, EAS-345 logins, see under logins logouts, see under logouts measured by Login IDs, BCMS-10 measured by physical extension, BCMS-10 move agent requests, ACD-74, ACD-176 multiple skills, ACD-199 multiple, adding to another skill, ADM-242 multiple, changing skills for, ADM-243 multiple, moving from skill to skill, ADM-242 optimal utilization, EAS-203 origination and termination restrictions, ACD-86 pacing, ACD-62, ACD-67 personal calls, ACD-147 placing in multiple splits, BCMS-112


Book ID Book Title








16

sizing, ACD-65, ACD-85 skill level routing, ACD-145 supervisory assistance, ACD-63 trace, listing all records, ADM-233 Voice Response Integration (VRI), ACD-260 VuStats data, ACD-330 when available, EAS-34, BCS-27 when not available, EAS-34, BCS-27 when to add more, BCMS-113, BCMS-114,

BCMS-121 Agents Active chartFlex Agents, SRPT-187 Agents Active chartReserve1 Agents, SRPT-187 Agents Active chartReserve2 Agents, SRPT-187 Agents Active chartTop Agents, SRPT-187 Agents Avail, SRPT-270 Agents in ACW, SRPT-269 Agents in AUX, SRPT-194, SRPT-269 Agents in Multiple Splits/Skills, DBI-84 Agents in Other, SRPT-270 Agents on ACD Calls, SRPT-269 Agents Ringing, SRPT-270 Agents Staffed, SRPT-141, SRPT-220, SRPT-237,

SRPT-270 AGENTS_ON_EXT_CALLS, DBI-300 agex, DBI-33, CRPT-93 agex table, ODBC-74 Aggregate Functions, CRPT-72 AGINRING, SRPT-148, SRPT-247, SRPT-258,

SRPT-540 AGINRING (real-time), DBI-126 AGOCC, ODBC-216, DBI-126 AGRING, SRPT-190 agroups table, ODBC-74 AGSTATE (real-time), DBI-126 AGT_RELEASED, ODBC-209, ODBC-219, DBI-126,

ECHI-13, ECHI-24, ECHI-29 AGTIME, SRPT-195, SRPT-199, SRPT-220,


AGTIME(real-time), DBI-127 AI, SRPT-551 Alarm Origination Manager, HAAD-46

alarm test, SIMT-205 config file set up, SIMT-203 set up, SIMT-203

Algorithm, SRPT-551 algorithm, ADV-149 algorithms

Least Occupied Agent (LOA), ACD-145 Most Idle Agent (MIA), ACD-145

Algorithms, Forecast Agent Positions Required, FCST-148 Current and Seasonal Data Points, FCST-138 Definition, FCST-16 Estimated Margin, FCST-147 Forecast Calls Carried, FCST-141, FCST-142 Forecast Calls Carried - Current Trending, FCST-144 Forecast Calls Carried - Expected Calls, FCST-144, FCST-145 Forecast Calls Carried - No Trending, FCST-142 Forecast Calls Carried - Seasonal Trending, FCST-143 Forecast Calls Carried Intraday, FCST-145 Number of Agents Required, FCST-146 Special Day Forecast Calls Carried, FCST-145 Trunk Performance, FCST-150 Trunks Required, FCST-149


Book ID Book Title








17

align Design Mode grid, RDUG-69 multiple fields, RDUG-68 undo, RDUG-67

Align Control field, RDUG-68 Align field

on Field Format Options window, RDUG-205 on Format tab, RDUG-193

Align to Grid field, RDUG-69 ALL_BUSY, DBI-298 Allied Telesis network hub unit, TPM-75 ALLINUSE (real-time), DBI-127 ALLINUSETIME, ODBC-149, DBI-128 allocated agents, ADV-149 allocating

disk space, ADM-529 allocation, ECHI-11 allocation, data storage, LAA-56 Allow VDN Override, ACD-310 allow VDN override, LAA-102 alphabetical sorting, RDUG-199 ALT, UL5-191 alternate boot device

creating, SIMT-57 enabling, SIMT-283 NVRAM, SIMT-59 testing, SIMT-223

AMD, ACD-307 AND button, RDUG-117 And/Or, Using in Clauses, CRPT-96 ANI, SRPT-551 ANI routing, EAS-141

calling party number, EAS-139 function, EAS-141 use in North America, EAS-141

ANI/II-Digits, ACD-297 ANI/ii-digits

hardware and software requirements, EAS-472, BCS-192

ANI/ii-digits routing, EAS-22 ANI routing, EAS-141 requirements, EAS-31

ANI/SID see automatic number identification/station number identification

ANI_SID, ODBC-250, DBI-128 Announcement, SRPT-551 announcement, ADV-149, LAA-77, EAS-300, BCS-86 announcement command, EAS-57, EAS-300, BCS-47, BCS-86

classifications of, EAS-107, BCS-53 differences between G2 and R5, EAS-555 example, EAS-109, BCS-55 neutral vector command, EAS-207, EAS-411 success/failure criteria, EAS-494, BCS-200 syntax, EAS-410, BCS-161 troubleshooting, EAS-502, BCS-204

Announcement Folder object description of, VVUG-26, VVUG-32

announcement name adding, ADM-70 deleting, ADM-74 listing all, ADM-72 modifying, ADM-73 viewing, ADM-71

announcement names, ADM-69


Book ID Book Title








18

Announcement object description of, VVUG-27, VVUG-33

Announcement step, VVUG-52 announcements, EAS-410, BCS-161

see also Recorded Announcement and VDN of Origin Announcement (VOA)

delay announcements, ACD-209 example, EAS-108, EAS-109, BCS-54, BCS-55 first, ACD-79 forced first, ACD-79 rules, ACD-81 second, ACD-80 splits, ACD-78 Voice Response Integration (VRI), ACD-263

Announcements/Audio Sources, ACD-124 Ans/Conn, SRPT-285 ANS_LOCID, ECHI-14, ECHI-24, ECHI-29 ANSCONNCALLS1, SRPT-481, SRPT-487 ANSCONNCALLS10, SRPT-487 ANSCONNCALLS1-10, ODBC-184, DBI-128,

SRPT-281, SRPT-285 ANSCONNCALLS2, SRPT-487 ANSCONNCALLS2-10, SRPT-481 ANSHOLDTIME, ODBC-220, ODBC-221, DBI-128,

ECHI-14, ECHI-23, ECHI-28 ANSLOCID, DBI-129 ANSLOGIN, ODBC-220, ODBC-221, DBI-129,

ECHI-14, ECHI-25, ECHI-30 ANSREASON, ODBC-220, ODBC-221, DBI-129,

ECHI-14, ECHI-25, ECHI-29 ANSRINGTIME, ODBC-120, DBI-129 ANSTIME, ODBC-80, ODBC-171, ODBC-185,

DBI-130, SRPT-146, SRPT-182, SRPT-221, SRPT-246, SRPT-257, SRPT-282, SRPT-288, SRPT-291, SRPT-296, SRPT-381, SRPT-440, SRPT-449, SRPT-481, SRPT-498, SRPT-502, SRPT-535, SRPT-540

answer supervision Voice Response Integration (VRI), ACD-260

answer supervision considerations adjunct routing, EAS-407 announcement, EAS-411, BCS-162 busy, EAS-412, BCS-163 check-backup, EAS-416, BCS-165 collect digits, EAS-422, BCS-170 converse-on, EAS-431 disconnect, EAS-427, EAS-437, BCS-172 goto step, EAS-427, EAS-444, BCS-175 messaging, EAS-447, BCS-177 queue-to, EAS-451, BCS-179 route-to, EAS-454, EAS-458, BCS-184 stop, EAS-463, BCS-186 wait-time, EAS-467, BCS-189

answered, ECHI-17 Answered Call, DBI-42 answering agent’s display, EAS-222 AOM, SIMT-203 Apostrophes, Using for Database Items, CRPT-156 appearance of input fields, edit, RDUG-103


Book ID Book Title








19

application example

adjunct routing, EAS-71, EAS-79 ANI routing, EAS-72 automated attendant, EAS-64, BCS-131 basic call vectoring, EAS-63, EAS-65,

EAS-69, EAS-71, EAS-72, EAS-76, EAS-79, BCS-130, BCS-132

call prompting, EAS-64, EAS-65, EAS-71, EAS-72, EAS-79, BCS-131, BCS-132

customer service center, EAS-63, BCS-130 data in/voice answer, EAS-65, BCS-132 data/message collection, EAS-65, BCS-132 distributed call centers, EAS-69 DIVA and data/message collection, EAS-65,

BCS-132 expected wait-time, EAS-72 expert agent selection, EAS-76, EAS-79 help desk, EAS-71 insurance agency/service agency, EAS-72 look-ahead interflow, EAS-69 resort reservation service, EAS-79 rolling ASA, EAS-72 VDN calls, EAS-72 warranty service, EAS-76 warranty service call center, EAS-78

Application Plan, fields, LAA-101 Application Programming Interface (API), ODBC-22 arch_stat table, ODBC-74 ARCH_TYPE, ODBC-233 archive file

selecting, import, VVUG-82 archive file, export

selecting, VVUG-81 archive interval, checking, HAAD-50 Archiver, LAA-58 Archiver Execution Historical Database Items, ODBC-233 archiving data

Data Summarizing, ADM-539 archiving status, ADM-599 area chart, select, RDUG-179 Arithmetic Operators, CRPT-70 Arrow Keys, CRPT-42 ASA, LAA-65, EAS-134, SRPT-547, SRPT-551

definition, EAS-574 ASA (real-time), DBI-130 ASAI, LAA-72, SRPT-551

Administered Options, CDES-16 Co-resident DLG support, CDES-18 CVCT Windows NT support, CDES-17 CVCT Windows XP support, CDES-17 Dial Plan Expansion support, CDES-18 interactions

VDN in a Coverage Path, ACD-247 Link Administration, CDES-17 link failure, EAS-404

ASAI Dial Plan Expansion support, CDES-18 ASAI message

contents of, EAS-168 ASAI Routing, ACD-297


Book ID Book Title








20

ASAI/CTI Enhancements R10, CDES-16 R11, CDES-17

assembling the Enterprise 3500 computer, SE35-34 assembly, load, and test, UL5-191 Assign a Name, CRPT-33 assigning call work codes, LAA-41 assigning customer passwords, SIMT-224 assigning Dictionary names, LBA-53 ASSIST, ODBC-220, ODBC-221, DBI-131, ECHI-14,

ECHI-24, ECHI-29 ASSIST_ACTV, ODBC-209, DBI-131 ASSISTS, ODBC-80, ODBC-120, DBI-131,

SRPT-342, SRPT-350, SRPT-417 Assists, SRPT-342, SRPT-350, SRPT-417 Associated ACD, CRPT-62 Associated ACD field, RDUG-104 Asst, SRPT-359 asterisk (*), EAS-419, BCS-167

*, use of, EAS-419, BCS-167 Asynchronous Transport Mode (ATM), ODBC-256 AT&T Intelligent Call Processing (ICP)

service, ACD-121 ATAGENT (real-time), DBI-132 attaching the SCSI terminator, SE35-43 Attendance Report, SRPT-320 Attendant, EAS-299, EAS-327, BCS-85, BCS-115

interactions VDN in a Coverage Path, ACD-247

attendant interactions

Redirection on No Answer (RONA), ACD-207 Attendant Call Waiting

call waiting tones, EAS-354, ACD-84 interactions

Automatic Call Distribution (ACD), ACD-87 Service Observing, ACD-229

Attendant Control of Trunk Group Access interactions

Call Vectoring, ACD-126 Look Ahead Interflow (LAI), ACD-168

Attendant Display interactions

Queue Status Indications, ACD-195 Attendant Intrusion (Call Offer)

interactions Automatic Call Distribution (ACD), ACD-87

Attendant Recall interactions

Call Vectoring, ACD-126 Attendant Vectoring, ACD-296, ACD-310

announcement Command, EAS-301, EAS-329, BCS-87, BCS-117 busy Command, EAS-301, EAS-329, BCS-87, BCS-117 Command Set, EAS-300, EAS-317, BCS-86, BCS-105 disconnect Command, EAS-301, EAS-330, BCS-87, BCS-118 goto step Command, EAS-305, EAS-318, EAS-331, BCS-91, BCS-106, BCS-119 goto vector Command, EAS-306, EAS-318, BCS-92, BCS-106 Hunt Group Queue, EAS-310, BCS-96 Night Service, EAS-311, BCS-97 queue-to attd-group Command, EAS-302, BCS-88 queue-to attd-group command, EAS-302, BCS-88 queue-to attendant Command, EAS-303, BCS-89 queue-to attendant command, EAS-303, BCS-89


Book ID Book Title








21

queue-to hunt-group, EAS-304, BCS-90 queue-to hunt-group Command, EAS-304,

BCS-90 Redirecting Calls to Attendant VDNs, EAS-311,

BCS-97 Restrictions, EAS-310, BCS-96 route-to number Command, EAS-304, EAS-330,

BCS-90, BCS-118 route-to number command, EAS-304, BCS-90 stop Command, EAS-306, EAS-331, BCS-92,

BCS-119 VDNs, EAS-311, BCS-98 wait-time Command, EAS-301, EAS-330,

BCS-87, BCS-118 wait-time command, EAS-301, EAS-330,

BCS-87, BCS-118 Audience, TPM-11, TPM-22 audience, SE35-9, SCAT-7 AUDIO, ODBC-149, ODBC-164, ODBC-220,

ODBC-221, DBI-132, ECHI-15, ECHI-24, ECHI-29 Audio Difficulty, DBI-96 Audio Difficulty buttons, ACD-64 audio transmission quality, ACD-64 audiotex applications, ACD-257 AUDIX, ACD-279

interactions Auto Available Split (AAS), ACD-73 Expert Agent Selection (EAS), ACD-148 VDN in a Coverage Path, ACD-247 Voice Response Integration (VRI), ACD-265

AUDIX Name, ACD-312 AUDIX Name for Messaging, ACD-279 Aurora SBus Multiport card, SPARCserver

adding, SUN-98 moving, SUN-101 removing, SUN-100

auth_display, SIMT-244 auth_set, SIMT-245 Authorization Codes

interactions Call Prompting, ACD-121 Call Vectoring, ACD-127 Look Ahead Interflow (LAI), ACD-169

authorizations CMS, SIMT-139 displaying, SIMT-244 EAS, SIMT-139 External Call History, SIMT-139 Feature Packages, SIMT-139 graphics, SIMT-139 setting, SIMT-245

authorized, ECHI-35 Auto Answer, ACD-280 auto answer terminals, see under voice terminals Auto Available Split (AAS), ACD-72 to ACD-74

interactions Add/Remove Skills, ACD-56 Agent Call Handling, ACD-69 AUDIX, ACD-73 auto answer terminals, ACD-74 Call Management System (CMS), ACD-74 Expert Agent Selection (EAS), ACD-148 Reason Codes, ACD-199


Book ID Book Title








22

Redirection on No Answer (RONA), ACD-205 VDN of Origin Announcement

(VOA), ACD-254 Voice Response Integration (VRI), ACD-261

auto available splits/skills, ADV-119 Auto Reserve Agents, ADV-23, ADV-43, ADV-118,

ADV-150, ACD-134, ACD-137 administering, ADV-101

auto reserve agents, LAA-132 auto term high, BLD-37, BLD-91, BLD-114, UL5-40,

UL5-42, UL5-100, UL5-102, UL5-136, UL5-138 auto term low, BLD-37, BLD-91, BLD-114, UL5-40,

UL5-42, UL5-100, UL5-102, UL5-136, UL5-138 Auto-Available Split, SRPT-551 auto-boot failures, SIMT-361 Auto-In (AI), ADV-149, SRPT-551 auto-in work modes, ACD-61, ACD-72 automated agent staffing adjustments, ADV-23,

ADV-41, ACD-136 Auto Reserve Agents, ADV-23, ACD-137 Dynamic Percentage Adjustment, ADV-23,

ACD-137 Dynamic Threshold Adjustment, ADV-23,

ACD-136 Service Level Supervisor, ADV-41, ADV-161,

LAA-129 Automated Attendant

interactions Call Prompting, ACD-120

automatic answering agent answering options, ACD-60 Expert Agent Selection (EAS), ACD-148 handsets, ACD-68 headsets, ACD-68 Redirection on No Answer (RONA), ACD-208 speakerphones, ACD-68 Voice Response Integration (VRI), ACD-261

automatic backup, LBA-84 Automatic Call Distribution (ACD), ADV-149, SRPT-552, ACD-75 to ACD-89

ACD splits, see under splits agents

answering options, ACD-60 considerations, ACD-86 logins/logouts, ACD-59, ACD-146 sizing, ACD-85

announcements, ACD-78, ACD-81, ACD-85 call handling preferences, EAS-353, ACD-83 changing hunt groups, ACD-87 considerations, ACD-85 dialed number identification service (DNIS), ACD-86 direct agent calling (DAC), EAS-352, ACD-82 first announcements, ACD-79 forced disconnects, ACD-81 forced first announcements, ACD-79 forms, ACD-77 interactions

Attendant Call Waiting, ACD-87 Attendant Intrusion (Call Offer), ACD-87 Automatic Callback (ACB), ACD-87 Call Coverage, ACD-87 Call Forwarding, ACD-88 Class of Restriction (COR), ACD-86 Data Call Setup, ACD-88


Book ID Book Title








23

Data Restriction, ACD-88 Distributed Communications System

(DCS), ACD-88 Hold, ACD-88 hunt group night service, ACD-89 Individual Attendant Access, ACD-88 Intercom—Dial, ACD-88 Internal Automatic Answer (IAA), ACD-89 Intraflow and Interflow, ACD-89 Multiappearance Preselection and

Preference, ACD-89 Phone Display, ACD-89 Service Observing, ACD-86 Terminating Extension Group (TEG), ACD-89 Transfer, ACD-89 VDN in a Coverage Path, ACD-247

leave word calling messages, ACD-85 MIA across splits/skills, ACD-85 preference handling distribution (EAS—

PHD), ACD-35 queue status indications, ACD-82 queues, ACD-78, ACD-82 second announcements, ACD-80 skills, see Expert Agent Selection (EAS) split queues, ACD-81 split supervisor, ACD-75 trunk groups, ACD-86 typical arrangements, ACD-75 vector controlled splits, ACD-87 work modes, ACD-61

Automatic Callback (ACB) interactions

Automatic Call Distribution (ACD), ACD-87 Call Vectoring, ACD-127

automatic installation, SIGS-36 Automatic Number Identification, ECHI-15 automatic number identification, EAS-141

calling party number, EAS-139 use in North America, EAS-141

Automatic Number Identification (ANI), SRPT-552 automatic number identification/station number identification, ADM-409 Automatic Scripts, HAU-48 automatic scripts, LBA-46

administrative preparations, LBA-47 Automatic Wakeup

interactions VDN of Origin Announcement (VOA), ACD-255

Automatic-in mode (AI), DBI-42 automating agent moves, ADV-68 automating backups, LBA-84 automating tasks, EAS-27, BCS-22 Autoplay, SIGS-36 AUX, SRPT-127, SRPT-135, SRPT-226, SRPT-326, SRPT-408, SRPT-552 AUX Reason, SRPT-121, SRPT-124, SRPT-132, SRPT-163, SRPT-169, SRPT-195, SRPT-199, SRPT-227,

SRPT-271, SRPT-358 AUX reason code names, ADM-75

adding, ADM-77 deleting, ADM-82 listing all, ADM-79 modifying, ADM-80 viewing, ADM-78

AUX Reason Codes, ACD-196


Book ID Book Title








24

AUX reason codes, LBA-59 AUX Report, SRPT-318 AUX Time, SRPT-321, SRPT-330, SRPT-333,

SRPT-338, SRPT-353, SRPT-416, SRPT-422 AUX Time 0, SRPT-319, SRPT-333 AUX Time 1 I 9, SRPT-319, SRPT-333 Aux Work, SRPT-149, SRPT-248, SRPT-259,

ACD-305 AUX work mode, DBI-42 Aux Work Reason Code Type, ACD-292 auxiliary (AUX) work modes

Agent Call Handling, ACD-59 lights, ACD-61 Reason Codes, ACD-196, ACD-197 Redirection on No Answer (RONA), ACD-201 skills, ACD-201 splits, ACD-61, ACD-201

Auxiliary data, EAS-313, BCS-99 auxiliary queue warning lights, ACD-195 auxiliary trunks (aux-trunks), ACD-253 Auxiliary Work (AUX), ADV-150, SRPT-552 Auxiliary Work buttons, ACD-87 AUXINCALLS, ODBC-80, ODBC-120, DBI-132,

SRPT-321, SRPT-330, SRPT-336, SRPT-341, SRPT-350

AUXINTIME, ODBC-80, ODBC-120, DBI-133, SRPT-336, SRPT-341

AUXOUTADJCALLS, ODBC-81, ODBC-120, DBI-133

AUXOUTCALLS, ODBC-81, ODBC-121, DBI-134, SRPT-321, SRPT-337, SRPT-341, SRPT-350, SRPT-441, SRPT-452, SRPT-453

AUXOUTOFFCALLS, ODBC-81, ODBC-121, DBI-134, SRPT-342

AUXOUTOFFTIME, ODBC-81, ODBC-121, DBI-135, SRPT-342

AUXOUTTIME, ODBC-82, ODBC-121, DBI-135, SRPT-330, SRPT-337, SRPT-341, SRPT-441, SRPT-453

AUXREASON, ODBC-209, DBI-135, SRPT-195, SRPT-199, SRPT-227, SRPT-229, SRPT-271, SRPT-521 AVAIL, SRPT-127, SRPT-135, SRPT-225, SRPT-326, SRPT-408, SRPT-552 Avail Time, SRPT-321, SRPT-330, SRPT-338, SRPT-353, SRPT-416, SRPT-422 Availability of database items, DBI-29

DEFINITY Release 5, DBI-29 DEFINITY Release 6, DBI-29 DEFINITY Release 7, DBI-29 DEFINITY Release 8, DBI-29 DEFINITY Release 9, DBI-29 Generic 3 Version 1, DBI-29 Generic 3 Version 2, DBI-29 Generic 3 Version 3, DBI-29 Generic 3 Version 4, DBI-29 MultiVantage, DBI-29

AVAILABLE, SRPT-148, SRPT-247, SRPT-257, SRPT-540 Available, SRPT-148, SRPT-247, SRPT-257 Available (AVAIL), SRPT-552 available (AVAIL), ADV-150 AVAILABLE (real-time), DBI-136 available agent, ADV-150 available data, RDUG-165, RDUG-189 Available Data Items on Report Wizard, RDUG-37 Available for Selection window, VVUG-74, VVUG-80, VVUG-83 available work state, ADV-150


Book ID Book Title








25

Avaya Corporate Security, ACD-14

Avaya Best Service Routing, CDES-18 Avaya Business Advocate, SRPT-552, ACD-133

minimum requirements, ADV-81 Avaya Call Management System (CMS), SRPT-553 Avaya CMS, SRPT-552, ACD-68, ACD-70

LAN Backup, CDES-27 R3V11 Database Enhancements, CDES-30 R3V11 Enhancements, CDES-23 R3V11 Reports, CDES-33 Supervisor Enhancements, CDES-29

Avaya CMS Supervisor, SRPT-552 Avaya National Customer Care Center Support

Line, EAS-18, BCS-14, ACD-14 Avaya Virtual Routing, CDES-18 Average Agent Service Time, SRPT-552 average agent service time, ADV-150 Average Agent Service Time, Definition, FCST-16 average amount of time

for incoming calls, BCMS-112 for outgoing calls, BCMS-112

average length of time before a call abandons the queue, BCMS-110 taken before the ACD calls are

answered, BCMS-110 the agents spend in ACW mode, BCMS-110 the agents spend talking, BCMS-110

average service time table, BCMS-122, BCMS-124, BCMS-126,

BCMS-128, BCMS-130, BCMS-132, BCMS-134, BCMS-136, BCMS-138, BCMS-140, BCMS-142

Average Speed of Ans - Seconds, SRPT-385, SRPT-390

Average Speed of Answer, SRPT-182 average speed of answer, EAS-134

definition, EAS-574 Average Speed of Answer (ASA), DBI-85, ADV-150, LAA-65, SRPT-552 Average Speed of Answer, Definition, FCST-16 Average Time to Abandon, SRPT-183, SRPT-381 Avg Aban Time, SRPT-155, SRPT-289, SRPT-291, SRPT-440, SRPT-450, SRPT-481, SRPT-499, SRPT-502 AVG ABAND TIME field, BCMS-113 Avg ACD Talk, SRPT-291 Avg ACD Talk Time, SRPT-148, SRPT-246, SRPT-257 Avg ACD Time, SRPT-154, SRPT-353, SRPT-373, SRPT-414, SRPT-420, SRPT-440, SRPT-445, SRPT-450,

SRPT-476, SRPT-498, SRPT-503 Avg ACW, SRPT-503 Avg ACW Call, SRPT-335 Avg ACW Time, SRPT-353, SRPT-373, SRPT-440, SRPT-445, SRPT-450, SRPT-498 Avg ACW Time (Inbound ACD), SRPT-340 Avg ACW Time (Outbound ACD), SRPT-341 Avg After Call, SRPT-288, SRPT-414, SRPT-420 Avg Connect Time, SRPT-499 Avg External Extn Out Time, SRPT-342 Avg Extn In Time, SRPT-336, SRPT-353 Avg Extn Out Time, SRPT-337, SRPT-341, SRPT-353, SRPT-441, SRPT-446, SRPT-453 Avg Hold Time, SRPT-353, SRPT-417 Avg Inbound ACD Time, SRPT-340 Avg Inbound Trunk Hold Time, SRPT-467 Avg Outbound ACD Time, SRPT-340 Avg Outbound Trunk Hold Time, SRPT-467 Avg Pos Staffed, SRPT-387 Avg Speed Ans, SRPT-154, SRPT-246, SRPT-381, SRPT-440, SRPT-449, SRPT-502


Book ID Book Title








26

Avg Speed Answer, SRPT-288, SRPT-291, SRPT-296

Avg Speed of Ans+Conn, SRPT-481 Avg Speed of Answer, SRPT-146, SRPT-257,

SRPT-498 Avg Talk Time, SRPT-288, SRPT-335, SRPT-341 AVG TALK TIME field, BCMS-112, BCMS-115 Avg Time to Abandon, SRPT-148, SRPT-247,

SRPT-257, SRPT-296 Avg VDN Time, SRPT-500 Avg. ACD Talk Time, SRPT-222 Avg. Speed of Answer, SRPT-221 Avg. Time to Abandon, SRPT-222 AVG_ABANDON_TIME, DBI-300, SRPT-540 AVG_ABANDON_TIME_SUM, DBI-300 AVG_ACD_TALK_TIM_SUM, DBI-300 AVG_ACD_TALK_TIME, DBI-300, SRPT-222,

SRPT-535, SRPT-540 AVG_ACW_TIME, DBI-300 AVG_ACW_TIME_SUM, DBI-300 AVG_ACWAUX_OUT_CALLS, DBI-301 AVG_AGENT_ACW_SUM, DBI-301 AVG_AGENT_ACW_TIME, DBI-301, SRPT-423 AVG_AGENT_TALK_SUM, DBI-301, SRPT-423 AVG_AGENT_TALK_TIME, DBI-301 AVG_ANSWER_SPEED, DBI-301, SRPT-221,

SRPT-385, SRPT-390, SRPT-535, SRPT-540 AVG_ANSWER_SPEED_SUM, DBI-301 AVG_CONNECT_TIME, DBI-301 AVG_CONNECT_TIME_SUM, DBI-301 AVG_DEQUE_ACD_TIME, DBI-301 AVG_EQV_AG_STFD, SRPT-387 AVG_EQV_AGENTS_STFD, DBI-301 AVG_HOLD_TIME, DBI-301 AVG_HOLD_TIME_SUM, DBI-301 AVG_INB_ACD_TIME, DBI-302 AVG_INB_ACD_TIME_SUM, DBI-302 AVG_INB_ACW_TIME, DBI-302 AVG_INB_ACW_TIME_SUM, DBI-302 AVG_OUTB_ACD_SUM, DBI-302 AVG_OUTB_ACD_TIME, DBI-302 AVG_OUTB_ACW_SUM, DBI-302 AVG_OUTB_ACW_TIME, DBI-302 AVG_POS_STAFF, DBI-302 AVG_POS_STAFF_SUM, DBI-302 AVG_TALK_TIM_OUT_SUM, DBI-302 AVG_TALK_TIME_IN, DBI-302 AVG_TALK_TIME_IN_SUM, DBI-302 AVG_TALK_TIME_OUT, DBI-302 AVG_TOP_STAFF, DBI-303 AVG_TOP_STAFF_SUM, DBI-303 AVG_TRK_HOLD_IN_SUM, DBI-303 AVG_TRK_HOLD_OUT_SUM, DBI-303 AVG_TRK_HOLD_TIM_OUT, DBI-303 AVG_TRK_HOLD_TIME, DBI-303 AVG_TRK_HOLD_TIME_IN, DBI-303 AVG_VDN_ACD_SK1_TIME, DBI-303 AVG_VDN_ACD_SK2_TIME, DBI-303 AVG_VDN_ACD_SK3_TIME, DBI-303 AVG_VDN_ACW_SK1_TIME, DBI-304 AVG_VDN_ACW_SK2_TIME, DBI-304 AVG_VDN_ACW_SK3_TIME, DBI-304 AVG_VDN_TIME, DBI-304 AVG_VDN_TIME_SUM, DBI-304


Book ID Book Title








27

AVG_VEC_TIME, DBI-304 AVG_VEC_TIME_SUM, DBI-304 AVGAGSERV, ODBC-216, DBI-136 AVGSPEEDANS, ODBC-216, DBI-136 AWORKMODE, DBI-137, SRPT-226, SRPT-271,

SRPT-521, SRPT-527 Axis Display, RDUG-161 Axis tab

about, RDUG-161 Axis Display, RDUG-161 category, RDUG-162 change axis titles, RDUG-164 field options, RDUG-161

axis values displayed as percentages, RDUG-179

B

Back, CRPT-43 Back button on Report Wizard, RDUG-23 back panel, BLD-28, UL5-30, UL5-193 Back Space, CRPT-43 back up, ECHI-47 back.log, LAN-58 back_all, SIMT-251 Background Color

Default, CRPT-113 Specific Color, CRPT-113

background color, RDUG-159 backing out

HSI/P patch, SCAT-193 HSI/S patch, SCAT-198

backing out a Solaris patch, SIMT-274 Backup, HAU-65

CMSADM, HAU-21 files excluded from a CMSADM backup, HAU-69 labels, HAU-67

backup, SIMT-238 admin data, HAAD-37 CMS maintenance backup, SIMT-252 CMSADM, SIMT-214, SIMT-253, HAAD-33, ADM-620 CMSADM checking, SIMT-258 CMSADM troubleshooting, SIMT-379 CMSADM, prerequisites, HAAD-33 data, LAN-33 full maintenance, HAAD-36 incremental maintenance, HAAD-52 maintenance, ADM-623 recommendations, LAN-30 recovery kit, ADM-630 system, SIMT-214, LAN-31

Backup ACD Calls, SRPT-498 backup information

format of, ADM-629 how to interpret, ADM-629

backup restoring without, SIMT-349 backup volume

labeling, ADM-629 backup/restore devices



Book ID Book Title








28

BACKUPCALLS, ODBC-82, ODBC-150, ODBC-172, ODBC-185, DBI-137, SRPT-494, SRPT-498

backups automating, LBA-84 backup warnings, LBA-24 checking status, LBA-79 console messages, LBA-80 error messages, LBA-79 full maintenance, LBA-74 full maintenance backup for all ACDs, LBA-75 incremental maintenance, LBA-74 labeling tapes, LBA-80 ordering tape cartridges, LBA-81 procedures, LBA-75 running a cmsadm backup, LBA-77 running a full maintenance backup, LBA-75 scheduling cmsadm backups, LBA-84 status messages, LBA-79 tape management, LBA-80 tape rotation, LBA-80 tape storage, LBA-81

bar chart, select, RDUG-179 bar_act.log, LAN-60 Bars, CRPT-80

Changing a Definition, CRPT-88 Data Expressions for, CRPT-82 Defining, CRPT-80, CRPT-82, CRPT-83,

CRPT-85, CRPT-86 Direction of, CRPT-83 First Threshold, CRPT-85 Maximum Graph Value, CRPT-85 Position and Length, CRPT-82 Repeated, CRPT-97 Repeated Horizontally, CRPT-97 Repeated Vertically, CRPT-97 Saving a Definition, CRPT-87 Scales for, CRPT-83 Second Threshold, CRPT-86 Table for Calculation Names, CRPT-83

Bars Reversing Threshold Colors, CRPT-86 Base field, RDUG-167 Basic, ACD-296 basic, LAN-57 Basic Call Management System (BCMS), ACD-90

interactions Add/Remove Skills, ACD-55, ACD-56 Best Service Routing (BSR), ACD-113 Call Management System (CMS), ACD-92 Look Ahead Interflow (LAI), ACD-169 Night Service, ACD-92 Reason Codes, ACD-199 Redirection on No Answer (RONA), ACD-203 Service Observing, ACD-228 system measurements, ACD-92 Voice Response Integration (VRI), ACD-261 VuStats, ACD-273

reports, ACD-90 statistics, ACD-266

Basic Call Vectoring command set, EAS-106, BCS-52

basic call vectoring, EAS-22, BCS-19 considerations, EAS-124, BCS-67 hardware and software requirements, EAS-470, BCS-191

basic components of call vectoring, EAS-20, BCS-16


Book ID Book Title








29

basics of Report Designer, RDUG-65 Bay Networks Annex NTS

driver installation, SIMT-80 set up, SIMT-80 start-up files, SIMT-85

BCMS, EAS-413, BCS-163, ACD-285 changing password, BCMS-18 collection of data, BCMS-37 compare report headings with CMS, BCMS-149 data loss during software upgrades, BCMS-11 description of, EAS-563, BCMS-9 feature, BCMS-10 function, EAS-563, BCS-219 interactions with

adjunct routing, EAS-409 busy, EAS-413, BCS-163 check-backup, EAS-417, BCS-166 converse-on, EAS-436 disconnect, EAS-438, BCS-172 messaging, EAS-449, BCS-177 queue-to, EAS-453, BCS-180 route-to, EAS-462, BCS-186

interactions with external CMS, BCMS-14 interactions with VuStats feature, BCMS-14 login, BCMS-15 password, BCMS-15

changing, BCMS-18 reports, EAS-575, BCS-226, BCMS-10

BCMS Split Report, EAS-575, BCS-226 for security use, EAS-596 how to access, BCMS-15 list of primary differences from CMS

reports, BCMS-149 VDN Real-Time Report, EAS-575, BCS-226 VDN Summary Report, EAS-575, BCS-226

standards, EAS-565, BCS-220 for interpreting split flows, EAS-566 for interpreting VDN flows, EAS-565

standards for interpreting split flows, BCS-221 storage of data, BCMS-11 terminal configurations for logging in, BCMS-16 type of reports

list, BCMS-10 monitor reports, BCMS-10

BCMS Agent Report ACD planning, BCMS-112 purpose, BCMS-52 table of differences with CMS Reports, BCMS-155

BCMS Agent Summary Report purpose, BCMS-57

BCMS and VuStats, ADV-115 BCMS commands

table of, BCMS-38 BCMS Login IDs, BCMS-38 BCMS Split (AGENT) Status report, ACD-203 BCMS Split or Skill Report

ACD planning, BCMS-113 BCMS Split or Skill Status Report

ACD Planning, BCMS-111 purpose, BCMS-39, BCMS-40, BCMS-111

BCMS Split Report, BCMS-115 purpose, BCMS-62


Book ID Book Title








30

BCMS Split Status Report, BCMS-40 BCMS Split Summary Report, BCMS-70

purpose, BCMS-70 BCMS System Status Report, BCMS-44

ACD planning, BCMS-110 description, BCMS-110 purpose, BCMS-39, BCMS-44 table of differences with CMS

Reports, BCMS-153 BCMS Trunk Group Report, BCMS-78

ACD planning, BCMS-112 purpose, BCMS-78

BCMS Trunk Group Summary Report purpose, BCMS-83

BCMS VDN Report ACD planning, BCMS-113 purpose, BCMS-87

BCMS VDN Status Report, BCMS-48 ACD planning, BCMS-111 purpose, BCMS-39, BCMS-111 table of differences with CMS

Reports, BCMS-154 BCMS/VuStats Login IDs

form, ACD-285 to ACD-287 BCMS/VuStats Abandon Call Timer, ACD-293 BCMS/VuStats Measurement Interval, ACD-293 Below Point field, RDUG-167 benefits of call vectoring, EAS-25, BCS-20 Best Service Routing, DBI-86, LAA-72 Best Service Routing (BSR), DBI-42, ADV-150,

ACD-93 to ACD-117 administering multi-site BSR, ACD-98 application plan, ACD-282 benefits, EAS-230 benefits of, ACD-93 call vectoring, ACD-107

agent surplus situations, EAS-240, ACD-107 call surplus situations, EAS-240, ACD-107 commands for multi-site BSR, EAS-253, ACD-111 commands for single-site BSR, EAS-237, ACD-109

commands check, EAS-414, BCS-164 consider, EAS-423 goto step, EAS-439, BCS-173 queue-to, EAS-449, BCS-178 reply-best, EAS-453

determining the best resource, EAS-239 hardware and software requirements, EAS-471 interactions

Agent Terminal Display, telephone display of collected digits, collected digits, ACD-112, ACD-113 Basic Call Management System (BCMS), ACD-113 BSR/LAI, Look-Ahead Interflow, ACD-113 Call Vectoring, ACD-113 Direct Department Calling, ACD-114 Expert Agent Selection (EAS), ACD-114 Facility Restriction Levels, ACD-114 Information Forwarding, ACD-162 ISDN, ACD-115 Manufacturer Specific Information (MSI), ACD-114 Multi-Split/Skill Queuing, ACD-115 Network Access, ACD-115


Book ID Book Title








31

Operating Support System Interface (OSSI), ACD-115

QSIG, ACD-116 Redirection on No Answer (RONA), ACD-116 Service Observing, ACD-116 Transfer, ACD-116 Trunk Code Access (TAC), ACD-116 VDN Override, ACD-116 VDN Return Destination, ACD-117 VuStats, ACD-117

multi-site administration

procedures, EAS-276 to EAS-278 Application Plan form, EAS-258 application plans, EAS-258 applications, EAS-256 examples

with 2 switches, EAS-259 with 4 switches, EAS-266 4 switches, limited trunks, EAS-266

forms required, EAS-254 planning, EAS-275 to EAS-276

network requirements, ACD-96 requirements

for networks, EAS-234 for switches, EAS-233

single-site, EAS-237 administration

procedures, EAS-250 to EAS-251 examples

basic, EAS-242 user adjustments, EAS-246

forms required, EAS-237 planning, EAS-250

switch requirements, ACD-95 types of, ACD-93 vectors

tips for writing, EAS-280 better utilization of agents, EAS-43, BCS-37 BH_ABNCALLS, ODBC-150, ODBC-185, DBI-139, SRPT-476 BH_ACDCALLS, ODBC-150, ODBC-186, DBI-139, SRPT-476 BH_ACDTIME, DBI-139, SRPT-476 BH_ALLINUSETIME, ODBC-150, DBI-140 BH_BUSYCALLS, ODBC-150, ODBC-186, DBI-140, SRPT-476, SRPT-477 BH_DISCCALLS, ODBC-151, ODBC-186, DBI-140, SRPT-477 BH_INCALLS, ODBC-151, DBI-141 BH_INTERVAL, ODBC-151, ODBC-186 BH_INTIME, ODBC-151, DBI-141 BH_OABNCALLS, ODBC-151, DBI-141 BH_OACDCALLS, ODBC-151, DBI-142 BH_OOTHERCALLS, ODBC-151, DBI-142 BH_OTHERCALLS, ODBC-152, ODBC-186, DBI-142, SRPT-477 BH_OUTCALLS, ODBC-152, DBI-143 BH_OUTTIME, ODBC-152, DBI-143 BH_STARTTIME, ODBC-152, ODBC-186, DBI-143, SRPT-476 BH_VDNCALLS, DBI-144, SRPT-476 Black Box interface converter, SCAT-208 Blinking, CRPT-112 Block

Defining, CRPT-48


Book ID Book Title








32

Block Editing, CRPT-48 Copying, CRPT-52 Erasing, CRPT-49 Moving, CRPT-50

Block, definition, CRPT-48 BLOCKAGE, ODBC-152, DBI-144 blocking new incoming calls, EAS-623 Blocking Percentage, Definition, FCST-51 boards, SE35-65, SE35-189, SUN-20

handling, SE35-67, SE35-195, SUN-22 installing, SE35-68, SE35-196, SUN-23 removing, SE35-67, SE35-195, SUN-22 system clock board, SE35-70

book conventions, LAA-13, LAN-8 boot device

creating the alternate, SIMT-57 enabling the alternate, SIMT-283

boot problems system fails to auto-boot, SIMT-361

booting Solaris into single-user mode, SIMT-376 Both Single ACD and ACD Group, CRPT-34,

CRPT-164 bps, ECHI-45 branching, EAS-58, BCS-48 branching and programming, EAS-57, BCS-47 branching, conditional, LAA-67 branching, unconditional, LAA-67 Bridged Call Appearance

interactions Agent Call Handling, ACD-69 Call Vectoring, ACD-127 Service Observing, ACD-228

bridged observers, LBA-67 Bright, CRPT-112 broadcast_direction, ECHI-43 Browse Date dialog box, SRPT-38 Browse Dates dialog box, SRPT-39 Browse Months dialog box, SRPT-40, SRPT-41 Browse Time dialog box, SRPT-43 BSR, DBI-91, LAA-103, ACD-297

administering, LAA-98 agent selection strategy, LAA-103 application plan, ACD-312 Application Plan fields, LAA-101 Application Plan Increase, CDES-18 Application Plan Increase CMS support, CDES-25 available agent strategy, ACD-313 creating an Application Plan, LAA-100 creating elements of the Application Plan, LAA-99 description, LAA-72 forms, LAA-98 how it works, LAA-98 IP polling without B-Channel, ACD-99 linking an Application Plan to a primary VDN, LAA-102 maintenance, LAA-105, LAA-106 Polling Over IP without B-Channel, CDES-19 using with CentreVu Advocate, LAA-107, LAA-108 vector commands, LAA-103 what is, LAA-97 writing vectors, LAA-104

BSRPLAN, ODBC-186, DBI-144 Building an ODBC Application, ODBC-45 Business Advocate, DBI-87 Busy, SRPT-484


Book ID Book Title








33

busy, LAA-77, LAA-89, EAS-57, EAS-300, EAS-412, BCS-47, BCS-86, BCS-163

difference between G2 and R5, EAS-556 busy command

success/failure criteria, EAS-494, BCS-200 syntax, EAS-412, BCS-163 troubleshooting, EAS-502, BCS-204

Busy Hour, LAA-81, SRPT-476 Busy Hour by VDN Report, LAA-81 Busy Hour data, ODBC-69 Busy Hour data, definition, DBI-34 Busy Hour report, CRPT-19 Busy step, VVUG-55 Busy Verification of Terminals and Trunks (Verify)

interactions Call Vectoring, ACD-127 Service Observing, ACD-228

Busy+Disc Calls, SRPT-494 Busy/Disc, SRPT-296 Busy/Disconnects, LAA-81 BUSY_DISCONNECT, DBI-304 BUSYCALLS, ODBC-83, ODBC-153, ODBC-173,

ODBC-187, DBI-144, SRPT-291, SRPT-296, SRPT-494, SRPT-499

BUSYTIME, ODBC-83, ODBC-173, ODBC-187, DBI-145

button assignments Agent Call Handling, ACD-67 VDN extensions, ACD-126

Button/Feature Button Assignment, LBA-63 buttons

Data Item definition, RDUG-112 on Report Selector window, RDUG-54 on Report Wizard, RDUG-23

buttons, about, SIGS-59

C

Cabling, ECHI-45 cabling

ACD to CMS server, HAAD-23 cagent, DBI-31, CRPT-91 Calculation, SRPT-552 calculation, ADV-150 Calculation Names, CRPT-70

Defining Tables for, CRPT-75, CRPT-83 Calculations, DBI-300, CRPT-70, CRPT-162 calculations, ADM-85


Calculations field, RDUG-112 Call, ADV-31 call acceptance vector commands, LAA-88 call and agent selection features, administering, LAA-137 Call Carried, Definition, FCST-16


Book ID Book Title








34

Call Center Abandoned Call Search, ACD-53 Add/Remove Skills, ACD-55 Agent Call Handling, ACD-57 Auto Available Split (AAS), ACD-72 Automatic Call Distribution (ACD), ACD-75 AUX Reason Codes, ACD-196 Avaya Business Advocate, ACD-133 Basic Call Management System

(BCMS), ACD-90 Best Service Routing (BSR), ACD-93 Call Management System (CMS), ACD-118 Call Prompting, ACD-120 Call Vectoring, ACD-123 Expert Agent Selection (EAS), ACD-142 Inbound Call Management (ICM), ACD-151 Information Forwarding, ACD-158 Intraflow and Interflow, ACD-158 Look Ahead Interflow (LAI), ACD-166, ACD-178,

ACD-213 Multiple Call Handling (MCH), ACD-172 Queue Status Indications, ACD-194 Redirection on No Answer (RONA), ACD-200 Universal Call ID (UCID), ACD-233 VDN in a Coverage Path (VICP), ACD-233 VDN of Origin Announcement (VOA), ACD-251 VuStats, ACD-266

call center configuration, ADM-255 management systems, LBA-22

Call Center Administration ACD Groups, ADM-257

call center description, LBA-21 Call Center features

Voice Response Integration (VRI), ACD-257 call center records, LBA-87 call center setup

EAS agent skills worksheet, EAS-613 current split operation worksheet, EAS-610 customer needs worksheet, EAS-611 individual agent skill worksheet, EAS-612 objectives worksheet, EAS-609 VDN skill preferences worksheet, EAS-614

key factors, EAS-599, BCS-233 non-EAS

guidelines, EAS-601, BCS-235 steps, EAS-600

Call Center System Parameters, ACD-287 Call Center World

defining objects in, VVUG-25 objects in your, VVUG-24

Call Classification After Answer Supervision, ACD-291 Call Coverage

interactions Agent Call Handling, ACD-69 Automatic Call Distribution (ACD), ACD-87 Call Vectoring, ACD-127 Intraflow and Interflow, ACD-165 Redirection on No Answer (RONA), ACD-208 Service Observing, ACD-229 VDN in a Coverage Path, ACD-247 VDN of Origin Announcement (VOA), ACD-255


Book ID Book Title








35

call coverage, ADV-121 call denial vector commands, LAA-89 Call Detail Recording (CDR)

forced entry of account codes (FEAC) Call Vectoring, ACD-129

interactions Call Vectoring, ACD-128 Look Ahead Interflow (LAI), ACD-169 Redirection on No Answer (RONA), ACD-208 Voice Response Integration (VRI), ACD-261

intraswitch CDR, ACD-262 Call Disposition, DBI-93 Call Disposition and Row Search Values

Cross-Reference, DBI-299 call flow method, EAS-42, BCS-36

adjunct routing, EAS-42 interflow, EAS-42, BCS-36 intraflow, EAS-42, BCS-36 look-ahead interflow, EAS-42 multiple split queuing, EAS-42, BCS-36

call flows answered and abandoned calls, EAS-564 busies and disconnects, EAS-565 classes of, EAS-564, BCS-220 converse-VRI calls, EAS-585 defining and interpreting, EAS-564, BCS-220 split inflows, outflows, and dequeues, EAS-566,

BCS-221 types that are tracked, EAS-564, BCS-220 VDN inflows and outflows, EAS-565, BCS-220 vector inflows and outflows, EAS-566

Call Forwarding call forwarding—all calls

Automatic Call Distribution (ACD), ACD-88 Redirection on No Answer (RONA), ACD-209

interactions Agent Call Handling, ACD-69 Call Vectoring, ACD-127 Expert Agent Selection (EAS), ACD-149 VDN in a Coverage Path, ACD-247 VDN of Origin Announcement (VOA), ACD-254

call forwarding, ADV-121 call group setup

guidelines, EAS-601, BCS-235 key factors, EAS-599, BCS-233

call handling evaluation of, BCMS-113 optimal, EAS-203

call handling at a glance, ADV-27 Call Handling Preference, SRPT-132, SRPT-552, ACD-278 Call handling preference, DBI-86 call handling preference, LAA-112

changing, LAA-29 Greatest Need, LAA-112 Percent Allocation, LAA-113 Skill Level, LAA-112

call handling preferences, ADV-24, ADV-150, EAS-353, ACD-83, ACD-145 features that work together, ADV-48, LAA-135, ACD-140 where administered, ADV-84, LAA-139, ACD-136

Call Handling Profiles Administration Call Handling Profiles Window, FCST-35 Definition, FCST-16 Split/Skill Forecast Objectives, FCST-33


Book ID Book Title








36

Start-Up Tasks, FCST-21, FCST-29 System Prerequisites, FCST-35

Call Management System definition, SIGS-17 Supervisor requirements, SIGS-14 system capacities, SIGS-14

Call Management System (CMS), ACD-118 CMS stroke counts, ACD-64 interactions

Abandoned Call Search, ACD-54 Add/Remove Skills, ACD-55 Auto Available Split (AAS), ACD-74 Basic Call Management System

(BCMS), ACD-92 Queue Status Indications, ACD-195 Reason Codes, ACD-199 Redirection on No Answer (RONA), ACD-203 Service Observing, ACD-229 Voice Response Integration (VRI), ACD-261 VuStats, ACD-274

call not queued at stop step, EAS-515, BCS-213 Call Park

interactions Call Vectoring, ACD-128 Expert Agent Selection (EAS), ACD-149 Service Observing, ACD-229 VDN in a Coverage Path, ACD-248 Voice Response Integration (VRI), ACD-261

call park, ADV-121 Call Pickup, DBI-87

directed call pickup, ACD-149 interactions

Agent Call Handling, ACD-69 Expert Agent Selection (EAS), ACD-149 Redirection on No Answer (RONA), ACD-209 Service Observing, ACD-229 VDN of Origin Announcement (VOA), ACD-254 Voice Response Integration (VRI), ACD-261

call pickup, ADV-121 Call Profile Report, SRPT-180 Call Profile report, LAA-80 call profile setup, LAA-44 Call Prompting, LAA-65, SRPT-553, ACD-120 to ACD-122

applications Automated Attendant, ACD-120 caller information forwarding (CINFO) routing, ACD-120 data collection, ACD-120 data in/voice answer (DIVA) capability, ACD-120 Inbound Call Management (ICM), ACD-153 message collection option, ACD-120

interactions Authorization Codes, ACD-121 CallVisor ASAI, ACD-122 Hold, ACD-122 Inbound Call Management (ICM), ACD-122, ACD-157 Look Ahead Interflow (LAI), ACD-170 Transfer, ACD-122 Voice Response Integration (VRI), ACD-259 VuStats, ACD-273


Book ID Book Title








37

call prompting call set, EAS-182, BCS-70 capabilities, EAS-23, BCS-19 command categories, EAS-182, BCS-70 considerations, EAS-202, BCS-83 digit entry, EAS-184, BCS-72 entering variable length digit strings, EAS-184,

BCS-72 functions, EAS-186, BCS-74

creating service observing vectors, EAS-193 passing digits to an adjunct, EAS-193 using digits on the agent’s set, EAS-191,

BCS-77 using digits to collect branching

information, EAS-188, BCS-76 using digits to select options, EAS-191,

BCS-76 hardware and software requirements, EAS-470,

BCS-192 purpose, EAS-23, EAS-181, BCS-19, BCS-69 removing incorrect digits, EAS-184, BCS-72 variable length digit string, EAS-184, BCS-72 with VRI, EAS-181

call queue, ADV-151 Call Record, ODBC-222, DBI-151, CDES-28,

CDES-32 call record data, RDUG-58 Call Record Database Items, ODBC-219 Call record database items, DBI-58 Call Record ECS Cross-Reference, ODBC-229 Call record file format, ECHI-12 Call record processing, ECHI-11 Call record transfer, ECHI-47 Call Records Report, SRPT-363 Call Records Report Input Fields, SRPT-364 Call Segment, DBI-42 call segment, ECHI-21 Call Selection, ACD-136 call selection, ADV-22, ADV-151, ACD-136

description, LAA-110 examples, ADV-31, LAA-117 measurements, LAA-111

call selection examples, ADV-31 Greatest Need with Service Objective, ADV-32 Greatest Need without Service Objective, ADV-31 Percent Allocation, ADV-33 Skill Level with Service Objective, ADV-32 Skill Level without Service Objective, ADV-32

Call Selection Measurement, ACD-135, ACD-292 Current Wait Time, ADV-25 Predicted Wait Time, ADV-26

call selection measurement, ADV-25 call selection method, ADV-24

Skill Level, ADV-26 Call Selection Methods, ADV-26 call selection methods, ADV-26, ADV-91

administering through CMS Supervisor, ADV-128 Greatest Need, ADV-26 Percent Allocation, ADV-27

Call Selection Override, ADV-28, ADV-88, ADV-151, LAA-114, ACD-135 administering, ADV-114 overview, LAA-114

Call Selection Override example, ADV-28 call surplus, ADV-151


Book ID Book Title








38

call treatment customizing, EAS-28, BCS-22 personalization, EAS-28, BCS-22

Call Vector, ACD-124 call vector, LAA-66 Call Vector Form, EAS-307, BCS-93 Call Vector form, LAA-75, ACD-294 Call Vectoring, SRPT-553, ACD-123 to ACD-132,

ADM-227 see also Look Ahead Interflow (LAI) administering for EAS, LAA-75 administering for non-EAS, LAA-74 capabilities of, ADM-20 description, LAA-63 interactions

AAR and ARS, ACD-127 Attendant Control of Trunk Group

Access, ACD-126 Attendant Recall, ACD-126 Authorization Codes, ACD-127 Automatic Callback (ACB), ACD-127 Best Service Routing (BSR), ACD-113 Bridged Call Appearance, ACD-127 Busy Verification of Terminals and Trunks

(Verify), ACD-127 Call Coverage, ACD-127 Call Detail Recording (CDR), ACD-128 Call Forwarding, ACD-127 Call Park, ACD-128 Call Waiting Termination, ACD-128 Class of Restriction (COR), ACD-129 Code Calling Access, ACD-129 Conference—Attendant, ACD-129 Conference—Terminal, ACD-129 Data Restriction, ACD-129 Demand Print, ACD-126 Facility Busy Indication, ACD-129 Facility Restriction Levels (FRL) and Traveling Class Marks (TCM), ACD-129, ACD-131 Facility Test Calls, ACD-129 forced entry of account codes (FEAC), ACD-129 Individual Attendant Access, ACD-130 Integrated Directory, ACD-130 Intercept Treatment, ACD-130 Inter-PBX Attendant Service (IAS), ACD-130 Intraflow and Interflow, ACD-130 Leave Word Calling (LWC), ACD-130 Night Service, ACD-130 Priority Calling, ACD-130 Property Management System (PMS) Interface, ACD-130 Recorded Announcement, ACD-131 Redirection on No Answer (RONA), ACD-131, ACD-209 Ringback Queuing, ACD-131 Send All Calls (SAC), ACD-131 Time of Day (TOD) Routing, ACD-131 timed after call work (ACW), ACD-131 Timed Reminder and Attendant Timers, ACD-131 Transfer, ACD-131 VDN in a Coverage Path, ACD-132, ACD-248

interpreting performance, LAA-80


Book ID Book Title








39

call vectoring, ADV-151 benefits, EAS-25, BCS-20 definition, EAS-19, BCS-15 description of, VVUG-13 difference between G2 and R5, EAS-557 features, EAS-22, BCS-19

adjunct routing, EAS-24 advanced vector routing, EAS-22 ANI/ii-digits, EAS-22 basic call vectoring, EAS-22, BCS-19 call prompting, EAS-23, BCS-19 look-ahead interflow, EAS-23

removing incorrect digits, EAS-184, EAS-197, BCS-72, BCS-80

upgrading to, EAS-474 call vectoring command

neutral vector command, EAS-448 Call Vectoring Features Not Supported, BCS-197 Call Volume/Agent, FCST-63 Call Volume/Agents Forecast Reports, FCST-63

Current Day Forecast, FCST-63, FCST-66 Definition, FCST-16 Hypothetical Financial Forecast, FCST-114 Hypothetical Forecast, FCST-108 Intraday Forecast, FCST-87 Longterm Forecast, FCST-63, FCST-73 Special Day Forecast, FCST-63, FCST-93

Call Waiting Termination interactions

Call Vectoring, ACD-128 Call Work Code, SRPT-371, SRPT-373 call work code, DBI-151 Call Work Code (CWC), ADV-151, SRPT-553 call work code 0, ADM-273 Call Work Code Data, CRPT-36 call work code data, RDUG-58 Call Work Code field, RDUG-97 Call Work Code Name, SRPT-373 call work code names


Call Work Code Report, SRPT-370 Call Work Code Report Input Fields, SRPT-371 Call Work Codes, CDES-28 call work codes, LBA-59, LBA-87, ADM-93, ADM-273

adding, ADM-275 assigning, LAA-41 configuring, ADM-273 deleting, ADM-279 listing all, ADM-278 reports, LAA-43 unassigned, ADM-273 viewing, ADM-277

call work codes (CWC), LAA-41 Agent Call Handling, ACD-64, ACD-70 forced entries, ACD-65 lights, ACD-64 Multiple Call Handling (MCH), ACD-176 Service Observing, ACD-229 VuStats, ACD-273

Call Work Codes Database Items, ODBC-200


Book ID Book Title








40

Call work codes database items, DBI-60 Call Work Codes ECS Cross-Reference, ODBC-202 Call Work Codes, updating, HAU-38 call_rec, DBI-33, CRPT-93 call_rec table, ODBC-74 call-back provisions

diagram of, EAS-82 Call-based data, definition, ODBC-69, DBI-34 Call-Based Items, SRPT-553 caller entered digits, EAS-147 Caller Info step, VVUG-56 Caller Information Forwarding (CINFO)

answer supervision, EAS-422, BCS-170 example, EAS-148 interactions, EAS-149 with collect digits command, EAS-418, EAS-421

caller information forwarding (CINFO) routing Call Prompting, ACD-120

caller needs, ADV-151 example table matching skills and

needs, EAS-349 CALLER_HOLD, ODBC-210, DBI-146 Call-Handling Profile, SRPT-553 CALLID, ODBC-220, ODBC-221, ODBC-222,

DBI-146, ECHI-15, ECHI-23, ECHI-28 calling

a direct agent, EAS-44 during non-business hours, EAS-40, BCS-33

calling during non-business hours, EAS-40, BCS-33 Calling Party, SRPT-359 calling party identification, ECHI-15 Calling Party Number/Billing Number

(CPN/BN), ACD-153 CALLING_II, ODBC-210, DBI-146, ECHI-15,

ECHI-26, ECHI-31 CALLING_LOGID, DBI-147 CALLING_PTY, ODBC-210, ODBC-222, DBI-147,

ECHI-15, ECHI-26, ECHI-31 CALLMASTER phones

Agent Call Handling, ACD-60, ACD-64 CALLMASTER voice terminals

Agent Call Handling, ACD-68 VuStats display, ACD-266

CALLR-INFO buttons, ACD-121 CALLR-INFO button

format of display, EAS-191, BCS-77 CALLR-INFO button format of display, EAS-191, BCS-77 Calls, SRPT-340 Calls Aban, SRPT-296 Calls Carried, SRPT-553 calls carried, ADV-151 Calls Carried - in Forecasting

Definition, FCST-16 Calls Wait, SRPT-296 Calls Waiting, SRPT-146, SRPT-154, SRPT-161, SRPT-173, SRPT-209, SRPT-221, SRPT-237, SRPT-240,

SRPT-246, SRPT-252, SRPT-256, SRPT-263, SRPT-291 CALLS_PER_POS, DBI-304 CALLS_PER_POS_SUM, DBI-304 CALLS_WAITING, DBI-304 CALLSOFFERED, ODBC-83, DBI-148, SRPT-181, SRPT-182, SRPT-183, SRPT-221, SRPT-380, SRPT-381,

SRPT-399, SRPT-441, SRPT-453, SRPT-540


Book ID Book Title








41

CallVisor ASAI interactions

Agent Call Handling, ACD-57, ACD-70 Call Prompting, ACD-122 Reason Codes, ACD-199 Redirection on No Answer (RONA), ACD-206 Service Observing, ACD-228 VDN of Origin Announcement

(VOA), ACD-254 Voice Response Integration (VRI), ACD-260

CallVisor/PC, ACD-151 Cancel button, SIGS-59 Cancel button on Report Wizard, RDUG-23 capacities

supported, VVUG-12 capacity increase CMS support, CDES-24 Capacity Increases (R11), CDES-20 category, RDUG-162 Category Name field, RDUG-168 Caution, ECHI-38, ECHI-44, ECHI-47 cautions, Advocate, LAA-148 CCS traffic load, BCMS-112 CCS_TIME_INBOUND, DBI-304 CCS_TIME_OUTBOUND, DBI-304 ccwc, DBI-31, CRPT-91 cdpd, see customer database provided digits CD-ROM, BLD-106, BLD-152, UL5-127, UL5-178

drive does not mount, SIMT-377 drive fails to open, SIMT-377 drive failure, BLD-153, UL5-179 ejecting, SIMT-377

CD-ROM drive, SE35-112, SUN-66 CE marks, CDES-3 ced, see caller entered digits Center field, RDUG-167 Center Info step, VVUG-56, VVUG-59 central offices (COs)

Abandoned Call Search, ACD-53 timely disconnect supervision, ACD-53

Centralized Attendant Service (CAS) interactions

Look Ahead Interflow (LAI), ACD-170 centralized system, LAA-98 CentreVu

See Product name changes CentreVu Advocate, LAA-65, LAA-109

definition, LAA-109, ACD-133 feature combinations to avoid, ACD-141 feature compatibility, ACD-139 forms, ACD-134

CentreVu Call Management System (CMS), ODBC-28 CentreVu Computer Telephony (CVCT), CDES-17 CentreVu Network Reporting, LAA-107 CentreVu Supervisor

logging into CMS, LBA-23 logging out of CMS, LBA-25 scripts, LBA-46

CentreVu Supervisor features menu bar, LBA-27 status bar, LBA-27 toolbar, LBA-26

CentreVu Terminal Emulator logging into CMS, LBA-24 logging out of CMS, LBA-25


Book ID Book Title








42

CentreVu Terminal Emulator features, LBA-28 CentreVu® Advocate

capabilities of, ADM-22 CentreVu® CMS ACD

master, selecting, ADM-521 CentreVu® CMS data

migrating, ADM-558 migrating, R3, ADM-558

CentreVu® CMS state changing, ADM-519

CHANGE, ODBC-214, DBI-148 Change, ADV-124, ACD-319

Access, CRPT-38 Description, CRPT-38

change axis titles, RDUG-164 charts from 2D to 3D and vice versa, RDUG-179 fonts, RDUG-171 general chart parameters, RDUG-160 properties on a report, RDUG-56

Change Agent Skills, SRPT-553 Change Agent Skills Dialog Box, ADV-124 Change Agent Skills dialog box, ADV-124, ADV-152

accessing, ADV-124 reviewing agent skills, ADV-126

Change Agent Skills window, LAA-27 change command, BCMS-106 Change Input Captions page in Report

Wizard, RDUG-47 Change Report-Scheduler screen

field descriptions, BCMS-106 CHANGED (real-time), DBI-148 Changing

a Bar Definition, CRPT-88 a Field Definition, CRPT-80 No-Scroll Area, CRPT-115

changing agent’s skill assignment, LAA-27 call handling preference, LAA-29 CMS state, LAA-51 data storage allocation, LAA-54 date or time, SIMT-269 direct agent skill, LAA-29 extension split assignments, LAA-33 internet protocol (IP) addresses

local procedures, TPM-96 remote procedures, TPM-90

multi-agent skill, LAA-30 single object properties, VVUG-23 skill level, LAA-32 top skill, LAA-29 VDN skill preferences, LAA-43 VDN-to vector assignments, LAA-47

Changing a Report’s Access or Description, CRPT-38 Changing Report Input Fields, CRPT-65 Changing Row Search Conditions, CRPT-105 changing the shunt locations, SCAT-209 changing vectors, EAS-30, EAS-475, BCS-24, BCS-193 Chart menu item, RDUG-68, RDUG-70 Chart Reports

3D Effects Tab, SRPT-66 3D Effects Tab Parameters, SRPT-67 Axis Tab, SRPT-68 Axis Tab Parameters, SRPT-68


Book ID Book Title








43

Data Labels Tab, SRPT-75 Data Labels Tab Parameters, SRPT-76 Formatting, SRPT-63 General Tab, SRPT-64 General Tab Parameters, SRPT-65 Legend Tab, SRPT-73 Legend Tab Parameters, SRPT-74 Title Tab, SRPT-71 Title Tab Parameters, SRPT-72 Type Tab, SRPT-69 Type Tab Parameters, SRPT-70

Chart Type field, RDUG-179 charts

change axis titles, RDUG-164 change data items, RDUG-166 change fonts, RDUG-171 changing general parameters, RDUG-160 control 3D appearance, RDUG-183 creating and inserting, RDUG-131 define data labels, RDUG-169 edit data item headings, RDUG-175 format legend, RDUG-173 format the title, RDUG-177 formats in Report Wizard, RDUG-43 formatting, RDUG-155 formatting Fonts tab, RDUG-170 order of items, RDUG-133 select type, RDUG-180 types of, RDUG-179

check skill, LAA-77 check split, LAA-88 check-backup, EAS-58, BCS-47 check-backup command, EAS-38, EAS-414,

BCS-31, BCS-164 example, EAS-116, BCS-59 neutral vector command, EAS-207, EAS-416,

BCS-166 syntax, EAS-414, BCS-164 troubleshooting, EAS-502, EAS-503, BCS-205

checking /cms file system, SIMT-415 availability of split, EAS-39, BCS-32 Black Box DTE/DCE settings, SCAT-208 cabling, SCAT-210 CMSADM backup, SIMT-258 installed software packages, SIMT-359 installed Solaris patches, SIMT-274 LEDs, SCAT-207 queue capacity, EAS-39, BCS-32 status of LAPB, SCAT-203 switch administration, SCAT-210

checking backup status, LBA-79 checking error log files, SUN-155 checking tape-related problems, SUN-156 chkDisks, SIMT-284 chmod, ECHI-44 choose font, RDUG-170, RDUG-191 choosing a Terminal Emulator profile, SIGS-64 CHPROF, ODBC-214, DBI-148 chunks, SIMT-405

ACD dbspace, modifying, ADM-555 CINFO, ACD-297 CINFO, see Caller Information Forwarding C-LAN, HAU-19


Book ID Book Title








44

Class of Restriction (COR) ACD splits, ACD-86 interactions

Call Vectoring, ACD-129 Expert Agent Selection (EAS), ACD-149 VDN in a Coverage Path, ACD-249 Voice Response Integration (VRI), ACD-261

Class of Restriction form, LBA-62 Class of Service (COS)

interactions Expert Agent Selection (EAS), ACD-149

Clauses, CRPT-94 cleaning tape drives, BLD-112, LBA-83, SUN-70,

UL5-132 Clear on Terminal Emulator Edit menu, SIGS-64 Clear VuStats Shift Data, ACD-294 clearances for service access, BLD-22, SE35-25,

UL5-24 CLI Commands, TPM-151 CLI Examples, TPM-152 client and network setups, SIGS-27 Client Trace, ODBC-64 clock board, SUN-25 clock synchronization, SE35-69, SE35-72,

SE35-179, SE35-197, SUN-24, SUN-27 Clock+ board, SE35-190 closing Supervisor windows, SIGS-55 clustered bar chart, select, RDUG-179 CMS

ACD Administration Log, CDES-25 ACD Group Reporting, CDES-26 Adjunct Route Link support, CDES-26 administration menu, SIMT-233 application setup, HAAD-43 ASCII reports, CDES-25 assigning user ID, LBA-29 authorizations, SIMT-139 authorizations, setting, HAAD-41 backups, LBA-73 Capacity Increase support, CDES-24 changing a user’s password, LBA-34 checking installed Solaris patches, SIMT-274 configuration, SIMT-246 data restore, LAN-35 data retrieval, RDUG-225 data storage, RDUG-224 data storage parameters, SIMT-156, HAAD-41 description of, EAS-563 Dial Plan Expansion support, CDES-25 disk_space, SIMT-246 error logs, SIMT-358 External Call History, CDES-25 feature packages, HAAD-44 function, EAS-563 Global Dictionary, CDES-26 hardware, CDES-29 Increased BSR Application Plans support, CDES-25 installation fails, SIMT-378 installing patches, SIMT-249, SIMT-250 interactions

with adjunct routing, EAS-408 with busy, EAS-413 with check digits, EAS-422 with goto vector, EAS-427


Book ID Book Title








45

LAN Backup/Restore, CDES-27 Language support, CDES-29 logging in through CentreVu Supervisor, LBA-23 logging out through CentreVu Terminal

Emulator, LBA-25 maintenance backup, SIMT-252 Multiple CWCs per Call Record, CDES-28 passwords, SIMT-224 patch installation, SIMT-146 patches, SIMT-146 patches, removing, SIMT-278 R3V11 Reports, CDES-33 records, LBA-88 recovery kit and software log, LBA-90 removal fails, SIMT-378 removing patches, SIMT-250, SIMT-251 replacing forgotten passwords, LBA-35 reports, RDUG-62

for security use, EAS-596 Split Summary Report, EAS-574 VDN Report, EAS-574 Vector Report, EAS-574

required software, SIMT-22, HAU-29 Reserve Agent Work Time Tracking, CDES-28 server log, LBA-89 services menu, SIMT-242 set up, SIMT-163, SIMT-164, SIMT-175 setting up on HA servers, HAAD-40 software, CDES-29 software failures, HAU-22 software installation, SIMT-135 standards, EAS-565

for interpreting split flows, EAS-566 for interpreting VDN flows, EAS-565

Supervisor Enhancements, CDES-29 Supplemental Services, SIMT-129 system restore, LAN-37 system setup records, LBA-89 testing, SIMT-225 turning on and off, SIMT-240, SIMT-245 user passwords, LBA-34 user permissions, LBA-26, LBA-30 using in expert agent selection environment, EAS-576 Visual Vectors interactions with, VVUG-14

CMS Advocate feature combinations to avoid, ADV-49 feature compatibility, ADV-47 maintaining service levels example, ADV-52

CMS Business Advocate, ADV-21, ADV-151 adding customer segments example, ADV-57 automating agent moves example, ADV-68 controlling agent time in skill example, ADV-75 decisions at a glance, ADV-83 definition, ADV-21 feature interactions, ADV-115 increasing revenues example, ADV-62

CMS Dictionary contents, VVUG-15

CMS Feature Interactions, ODBC-21 Permissions, ODBC-22, ODBC-72

CMS object description of, VVUG-26, VVUG-31

CMS operations, SIGS-57


Book ID Book Title








46

CMS patches installing, SIMT-277 listing available patches, SIMT-276 listing installed patches, SIMT-276 requirements, SIMT-275

CMS requirements, see CMS Software Installation, Maintenance, and Troubleshooting guide

CMS Server backup, HAU-67 changing timetables, HAU-58 data collected, HAU-79 failure, HAU-77 hardware failures, HAU-22 maintenance, HAU-22, HAU-27 manual synchronization, HAU-21 operations on both, HAU-32 primary, HAU-25 running timetables, HAU-56 secondary, HAU-25 synchronizing, HAU-50 unscheduled outage, HAU-65, HAU-66 upgrades, HAU-23

CMS server adding a new server, VVUG-18, VVUG-38 logging in, SIGS-77, VVUG-38 logging in to a, VVUG-18 logging out, SIGS-78

CMS server software Visual Vectors interactions with, VVUG-14

CMS servers disconnecting from, VVUG-39

CMS setup methods from a terminal, SIMT-164 using a UNIX system flat file, SIMT-175,

SIMT-180 CMS standards for interpreting split flows, BCS-221 CMS State

window, LAA-51 CMS state

multi-user mode, LAA-52 single-user mode, LAA-52

CMS Supervisor, ADV-151 administering Greatest Need, ADV-128 administering Percent Allocation, ADV-131 administering Skill Level, ADV-129 assigning agent call handling preferences, ADV-128 assigning reserve agents, ADV-131 definition of, VVUG-98 interactions with, VVUG-13 using the Multi-Agent Skill Change dialog box, ADV-134

CMS Supervisor software interactions with, VVUG-13

CMS System Administration Data, HAU-71 CMS System Error

Data Collection Off, CRPT-120 Too Much Data Retrieved, CRPT-120 Updating Translations, CRPT-121

CMS system errors, RDUG-214 CMS Users

new, HAU-60 removing, HAU-61 setting user passwords, HAU-61

CMS, see Call Management System


Book ID Book Title








47

CMSADM acd_create, SIMT-234 acd_remove, SIMT-236 administering modems terminals and

printers, SIMT-240 backup, SIMT-214, SIMT-238, SIMT-253 checking backup, SIMT-258 creating ACDs, SIMT-234 file system backup, SIMT-238 installing packages, SIMT-238 menu, SIMT-233 passwd_age, SIMT-241 pkg_install, SIMT-238 pkg_remove, SIMT-238, SIMT-239 port_admin, SIMT-240 removing ACDs, SIMT-236 removing packages, SIMT-238, SIMT-239 restoring from full and incremental

backup, SIMT-262 restoring specific files, SIMT-350 run_cms, SIMT-240 run_ids, SIMT-239 troubleshooting, SIMT-379

CMSADM Backup, HAU-21 CMSADM backup, ADM-620 cmsadm backup, LBA-24, LBA-77 CMSADM restore, SIMT-331 CMSSVC

auth_display, SIMT-244 auth_set, SIMT-245 back_all, SIMT-251 changing switch options, SIMT-247 CMS

turning on and off, SIMT-245 disk_space, SIMT-246 displaying authorizations, SIMT-244 displaying switch options, SIMT-247 IDS

turning on and off, SIMT-245 installing patches, SIMT-249, SIMT-250 load_all, SIMT-250 menu, SIMT-242 patch_inst, SIMT-249 patch_rmv, SIMT-250 removing

CMS patches, SIMT-251 removing patches, SIMT-250 run_cms, SIMT-245 run_ids, SIMT-245 setting authorizations, SIMT-245 setup, SIMT-246 swinfo, SIMT-247 swsetup, SIMT-247

cmssvc, ECHI-34 Code Calling Access

interactions Call Vectoring, ACD-129

collapse and expand categories on Report Wizard, RDUG-35 collect ced/cdpd digits, LAA-89 collect digits, LAA-77, LAA-88, EAS-418, BCS-167 collect digits command, EAS-58, EAS-183, BCS-47, BCS-71

entering an extension, EAS-23, BCS-19 syntax, EAS-418, BCS-167 troubleshooting, EAS-503, EAS-504, BCS-205, BCS-206


Book ID Book Title








48

Collect step, VVUG-54 collecting and acting on information, EAS-57,

BCS-47 colors threshold, ADM-30 colors, reports, ADM-27 Column

Changing, CRPT-142 Deleting, CRPT-142

column-oriented reports, RDUG-46 Columns in a Table

Adding, CRPT-141 Changing, CRPT-141 Deleting, CRPT-141

combining agent and call selection methods, ADV-45, ACD-138

command category for advanced vector routing, EAS-126 for ANI/ii-digits, EAS-140 for call prompting, EAS-182, BCS-70

command table for advanced vector routing, EAS-126 for call prompting, EAS-182, BCS-70

commands shut down and restart, LBA-78 table of, BCMS-38

commands, vector, LAA-77 common G3 switch administration, SCAT-104 Communications Tab, ADM-27, ADM-33 comparing agent performance, BCMS-9 comparison operators, EAS-60 COMPLETED, ODBC-153, DBI-149 component layout, SE35-188 Composing efficient database queries, ODBC-20 Comsphere 3910 modem

installation, BLD-34, SE35-48, UL5-37 options, BLD-45, TPM-66, SE35-57, UL5-51

conditional branching, LAA-67 Conf, SRPT-360 CONFERENCE, ODBC-83, ODBC-122, ODBC-210, ODBC-222, DBI-149, ECHI-15, ECHI-24, ECHI-29 Conference


Conference Tracking (G2.2 and G3), DBI-88 conference/transfer, ADV-121 Conference—Attendant

interactions Agent Call Handling, ACD-70 Call Vectoring, ACD-129

Conference—Terminal interactions

Agent Call Handling, ACD-70 Call Vectoring, ACD-129 VDN of Origin Announcement (VOA), ACD-254 Voice Response Integration (VRI), ACD-261

Configuration Desktop Computer Client, ODBC-49

Add Login ID-Based Data Source, ODBC-53 Add System Data Sources, ODBC-53 Administer ODBC Options, ODBC-59 New ODBC Data Source, ODBC-54 View Installed ODBC Drivers, ODBC-53

Solaris client, ODBC-42 configuration, ECHI-49


Book ID Book Title








49

configuration rules, HAAD-17 Configure a New ODBC Data Source, ODBC-54 configure, CMS, SIMT-246 configuring

network, LAN-63 configuring I/O cards, BLD-56, UL5-62, UL5-207 configuring software

LAN backup, initial, LAN-20 Connect Calls, SRPT-499 Connect on Terminal Emulator Connection

menu, SIGS-65 Connect to a Data Source, ODBC-61 CONNECTCALLS, ODBC-153, ODBC-187,

DBI-149, SRPT-281, SRPT-282, SRPT-481, SRPT-499

connected, ECHI-17 Connected (CONN), SRPT-553 connected (CONN), ADV-152 Connected Call, DBI-42, SRPT-553 Connecting, ECHI-34, ECHI-45

Modems, TPM-25 64-Port NTS, TPM-33 8- or 16-Port NTS, TPM-30 Aurora Port, TPM-42 SAI/P Port, TPM-37

Parallel Printer SPARCserver, TPM-43 Ultra 5, TPM-38

Parallel Printers NTS, TPM-194

Printers, TPM-25 Serial Printers

64-Port NTS, TPM-31 8- or 16-Port NTS, TPM-29 Aurora Port, TPM-41 SAI/P Port, TPM-36

Terminals, TPM-25 64-Port NTS, TPM-31 8- or 16-Port NTS, TPM-29 Aurora Port, TPM-41 SAI/P Port, TPM-36

connecting AC power cord, BLD-30, SE35-36, UL5-32 CMS computer, SCAT-25 data modules

Generic 2, SCAT-66 Generic 3r, SCAT-63 Generic 3si, SCAT-60

DSUs for Generic 2, SCAT-86 external interfaces, BLD-35, SE35-49, UL5-38 fiber cable to the FC-AL interface board, SE35-39 fiber cable to the I/O board, SE35-42 IDI

Generic 2, SCAT-57 Generic 3r, SCAT-54 Generic 3si, SCAT-50

keyboard, BLD-33, SE35-46, UL5-36 LAN

Generic 3 (R7 and later), SCAT-32 modem, SE35-48 monitor, BLD-33, SE35-46, UL5-36 NTS network hub, TPM-82


Book ID Book Title








50

NTS patch panels, TPM-87 one or more ACDs using a LAN, SCAT-25 one or more ACDs using an HSI, SCAT-26 peripheral equipment, SE35-44 remote console modem, BLD-34, SE35-48,

UL5-37 remote switch

Generic 3r, SCAT-80, SCAT-86 Generic 3si, SCAT-70

SAI/P, BLD-36, UL5-39 SCSI devices, UL5-40 SCSI drives, BLD-37, BLD-91, BLD-114, UL5-40,

UL5-42, UL5-100, UL5-102, UL5-136, UL5-138 SCSI terminator, SE35-43 serial port expander box, BLD-36, UL5-39 single ACD using serial ports, SCAT-31,

HAAD-20 switch link, BLD-35, SE35-49, UL5-38 terminator, SE35-43 to switch, HAAD-20

connecting blocks, HAAD-17 Connecting Modem to Aurora Port, TPM-147 connecting to a CMS server, VVIN-37, VVIN-39 connecting to voice mail, EAS-27, BCS-21 Connection menu on Terminal Emulator, SIGS-65 connection status, ADM-639 connection, establishing Terminal Emulator, SIGS-77 connectivity diagram, BLD-31 connectivity diagrams, UL5-33, UL5-34 CONNECTTIME, ODBC-187, DBI-150, SRPT-282,

SRPT-481, SRPT-499 CONNTALKTIME, ODBC-188, DBI-150 consider, LAA-89 consider command, EAS-423

multi-site examples, EAS-266, EAS-271 single-site examples, EAS-242, EAS-246

consider location, LAA-105 consider skill/location, LAA-77 consider split/location adjust-by x, EAS-241, ACD-108 Consider step, VVUG-54 considerations

adjunct routing, EAS-164 basic call vectoring, EAS-124, BCS-67 call prompting, EAS-202, BCS-83 look-ahead interflow, EAS-225 VDN in a Coverage Path, ACD-246 VDN return destination, EAS-489

console messages, LBA-80 console, redirecting

in OpenBoot mode, BLD-131, SE35-139, SUN-133, SIMT-367, UL5-155 with Solaris, BLD-128, SE35-136, SUN-130, UL5-152 with Solaris, SIMT-364

Constants, CRPT-69 constants, ADM-101


Consult interactions

VDN in a Coverage Path, ACD-249 CONSULTTIME, ODBC-222, DBI-150, ECHI-16, ECHI-23, ECHI-28 Contents menu item, RDUG-71


Book ID Book Title








51

control 3D appearance of chart, RDUG-183 control flow

type conditional branching, EAS-55, BCS-45 sequential flow, EAS-55, BCS-45 unconditional branching, EAS-55, BCS-45

control_lines, ECHI-43 controlling agent time in skill, ADV-75 controlling call processing, EAS-23, BCS-19 Controlling Forecast Results, FCST-16 Conventions, DBI-21, TPM-11 Conventions Used, ODBC-11 Conventions Used in Document, CRPT-14 conventions, writing, SIGS-11 CONVERSANT voice information system (CVIS)

host/adjunct call routing, ACD-156 Inbound Call Management (ICM), ACD-151,

ACD-153 converse commands, ACD-229 Converse First Data Delay/Second Data

Delay, ACD-289 converse-on vector command, ACD-257 Converse Signaling Tone/Pause, ACD-289 converse splits, see under splits Converse step, VVUG-55 Converse Vector Command (G3V2 and later), DBI-88 converse VRI calls

call flow phase data passing, EAS-587 data return, EAS-591 script completion, EAS-593 script execution, EAS-591

converse-on command, EAS-58, EAS-428 function, EAS-428 neutral vector command, EAS-207 success/failure criteria, EAS-496 syntax, EAS-423, EAS-428 troubleshooting, EAS-505

converse-on skill, LAA-77 converse-on split, LAA-88 converse-on vector command, ACD-67 converse-VRI calls

call flow phase VRU data collection, EAS-590

converting an X.25 link to a TCP/IP link, SCAT-211 cooling module, SE35-211 copy, RDUG-60

designer report from a file, RDUG-61 designer report to a file, RDUG-60 from diskette, RDUG-61 items on report, RDUG-67 query, RDUG-128 report to a designer category, RDUG-57 report to the designer category, RDUG-57 to a file, RDUG-60 to diskette, RDUG-60

Copy a Report, CRPT-47 copy and paste, RDUG-80, RDUG-81 Copy button, SIGS-59 Copy button on Report Selector window, RDUG-54 Copy field, RDUG-67 Copy on Terminal Emulator Edit menu, SIGS-64 Copying a Block, CRPT-52 copying an existing agent group to a new name, ADM-56


Book ID Book Title








52

Copying an Existing Report, CRPT-45 Copying Chart Reports, SRPT-84 copying vectors

from and to ACDs, VVUG-69 COR, LBA-62, ACD-278, ACD-311 Co-resident DEFINITY LAN Gateway, CDES-18 Corporate Security, ACD-14 Costs Profiles Administrati, FCST-16 Costs Profiles Administration

Costs Profiles Window, FCST-47 Definition, FCST-46 Guidelines, FCST-46 Start-Up Tasks, FCST-21, FCST-29

count(*), CRPT-74 counted-calls, LAA-70 COUNTS, ODBC-234 Coverage Incoming Call Identification (ICI)

incoming call ID tones, ACD-68 Coverage Path, ACD-278 cp, ECHI-36 CPU installation, BLD-120, SE35-133, SUN-80,

UL5-145 CPU/Memory+ board, SE35-190 create

custom report headings, RDUG-41 field, RDUG-137 historical query, RDUG-121 integrated query, RDUG-123 new report, RDUG-75 real-time query, RDUG-119 table, RDUG-145 text, RDUG-151

create a new Holiday table, EAS-320, BCS-108 Create a Query assistant, RDUG-68 Create button, SIGS-59 create vectors, LBA-32 creating

a new vector, EAS-30, BCS-24 ACDs, SIMT-234 service observing vectors, EAS-186

creating a BSR Application Plan, LAA-100 creating a new vector, EAS-30, BCS-24 creating a script to activate an agent trace, LBA-51 creating agent groups, LBA-54 creating timetable tasks, LBA-42 Cross-Platform Procedures

diagnose dial-in access problems, TPM-160 csplit, DBI-31, CRPT-91 CTI link numbers, CDES-17

CMS support, CDES-26 ctkgrp, DBI-31, CRPT-91 Ctrl-b, CRPT-43 Ctrl-d, CRPT-43 Ctrl-e, CRPT-45 Ctrl-f, CRPT-43 Ctrl-u, CRPT-43 Ctrl-x, CRPT-45 Ctrl-y, CRPT-45 Ctrl-z, CRPT-45 ctrunk, DBI-31, CRPT-91 Cumulative data

Cumulative data, definition, DBI-34 Cumulative data, definition, ODBC-69, DBI-34 Current, SRPT-553


Book ID Book Title








53

current, ADV-152 Current ACD, CRPT-63, CRPT-106, CRPT-108 current ACD, RDUG-104 Current Day Configuration Administration

Current Day Configuration Window, FCST-43 Definition, FCST-40 Guidelines, FCST-42 Start-Up Tasks, FCST-21, FCST-29 System Prerequisites, FCST-42

Current day configuration database items, DBI-61 Current Day Configuration ECS

Cross-Reference, ODBC-215 Current Day Configuration Forecast Database

Items, ODBC-214 Current Day Forecast Report Database

Items, ODBC-216 Current Day Report

Current Day Forecast Report Description, FCST-69

Current Day Forecast Report Example, FCST-69 Current Day Input Window, FCST-67 System Prerequisites, FCST-66

Current day report database items, DBI-62 Current Day Report ECS

Cross-Reference, ODBC-218 Current Interval, SRPT-554, CRPT-165 current interval, ADV-152 Current Interval, Definition, SRPT-26, CRPT-165 Current steps

stored, VVUG-46 visual, VVUG-46

Current Trending In Forecast Calls Carried Algorithm, FCST-144

Current Wait Time, SRPT-554 Current Wait Time (CWT), ADV-25, ADV-152,

LAA-111 Currently-Offered Equipment, TPM-22 custom data migration, PUDM-20 Custom Database Items, CRPT-69 custom database items, ADM-107


custom installations, SIGS-30 Custom Report

Definition, CRPT-15 custom report headings, RDUG-41 custom report migration, PUDM-19 Custom Reports, SRPT-554, HAU-39 Custom reports, CDES-26 custom reports, RDUG-62, RDUG-73 Custom Reports and the Screen Painter, CRPT-15 Custom Reports, Reference, SRPT-26 Custom Tables, CRPT-131

Adding Data, CRPT-143 Changing a Column, CRPT-142 Changing Data, CRPT-143 Deleting a Column, CRPT-142 Deleting Data, CRPT-143

customer acceptance procedures, SIMT-229 worksheet, SIMT-230


Book ID Book Title








54

Customer Care Center, ECHI-35 Customer Care Helpline, HAU-15 customer database provided digits, EAS-147 Customer Log Database Items, ODBC-234 Customer Options screen, BCMS-13 customer passwords, SIMT-224 customer support, BLD-18, TPM-23, SE35-20,

SUN-18, SIMT-24, SCAT-17, HAAD-13, CDES-14, PUDM-14, LAN-18, UL5-20

customer_log table, ODBC-74 Customer-created tables, ODBC-21 customizing call treatment, EAS-28, EAS-44,

BCS-22, BCS-37 cut

items from report, RDUG-82 undo, RDUG-67

Cut field, RDUG-67 CVCT

Windows NT support, CDES-17 Windows XP support, CDES-17

cvdn, DBI-31, CRPT-91 cvector, DBI-31, CRPT-91 CWC, LAA-41, LBA-59, SRPT-373, SRPT-554 CWC (index), ODBC-201, DBI-151 CWC1, DBI-151, LAA-42, LBA-59, ECHI-11,

ECHI-16 CWC2, ECHI-16 CWC3, ECHI-16 CWC4, ECHI-16 CWC5, ECHI-16 CWT, ADV-25, LAA-111

D

d_secs table, ODBC-74 DA_ABNCALLS, ODBC-122, DBI-151 DA_ABNTIME, ODBC-122, DBI-151 DA_ACDCALLS, ODBC-122, DBI-152, SRPT-321, SRPT-324, SRPT-330, SRPT-335, SRPT-340, SRPT-349,

SRPT-414, SRPT-420, SRPT-521, SRPT-527 DA_ACDTIME, ODBC-122, DBI-152, SRPT-340, SRPT-414, SRPT-420 DA_ACWINCALLS, ODBC-83, ODBC-123, DBI-152 DA_ACWINTIME, ODBC-84, ODBC-123, DBI-153 DA_ACWOADJCALLS, ODBC-123, DBI-153 DA_ACWOCALLS, ODBC-84, ODBC-123, DBI-153 DA_ACWOOFFCALLS, ODBC-123, DBI-154 DA_ACWOOFFTIME, ODBC-124, DBI-154 DA_ACWOTIME, ODBC-84, ODBC-124, DBI-154 DA_ACWTIME, ODBC-124, DBI-155, SRPT-340, SRPT-414, SRPT-420 DA_ANSTIME, ODBC-124, DBI-155 DA_INACW (real-time), DBI-155 DA_INQUEUE (real-time), DBI-155 DA_INRING (real-time), DBI-156 DA_OLDESTCALL (real-time), DBI-156 DA_ONACD (real-time), DBI-157 DA_OTHERCALLS, ODBC-124, DBI-157 DA_OTHERTIME, ODBC-125, DBI-157 DA_QUEUED, ODBC-222, DBI-157, ECHI-16, ECHI-24, ECHI-29 DA_RELEASE, ODBC-125, DBI-158 DA_SKILL, DBI-158, SRPT-521 DABN, SRPT-554 DACALLS_FIRST, DBI-158, ADV-144 DACD, SRPT-554


Book ID Book Title








55

DACW, SRPT-554 dagent, DBI-32, CRPT-92 dagent table, ODBC-73 Daily Data, SRPT-554, CRPT-165 daily data, LAA-58 Daily Data, Definition, SRPT-26, CRPT-165 Daily Multi-ACD Call Flow by VDN Report, LAA-81 Daily Reports, SRPT-312 daily start time, LAA-61 daily stop time, LAA-61 Data, ECHI-12

Adding Data in a Custom Table, CRPT-143 Changing Data in a Custom Table, CRPT-143 Deleting Data in a Custom Table, CRPT-143 Merging, CRPT-16 Ordered by Date, CRPT-98, CRPT-99 Ordered by Split, CRPT-99 Ordered by Split and ACD Calls, CRPT-100

data historical, migrating, ADM-558 storage, allocating, ADM-529

Data Availability, HAU-22 data backup

logs, LAN-58 on demand, LAN-34 performing, LAN-33

Data Call Setup interactions

Automatic Call Distribution (ACD), ACD-88 Data Collection

synchronizing CMS servers, HAU-50 turned off, HAU-36 turned on, HAU-46

Data collection, ECHI-34, ECHI-39 data collection, LAA-53

disabling, ADM-525 enabling, ADM-525 on during backup, LBA-77 report, ADM-405 state, changing, ADM-525 turning off and on, LAA-53

Data Collection Exceptions Database Items, ODBC-252 Data Collection Off, ADV-152, SRPT-554 Data Collection On, ADV-152, SRPT-554 Data Collection Period Historical Database Items, ODBC-232 Data Collection window, LAA-52 Data Expressions, CRPT-67

Aggregate Functions, CRPT-72 Calculation Names, CRPT-70 Calculations, CRPT-70 Constants, CRPT-69 count(*), CRPT-74 Data from More Than One Table, CRPT-74 for Bars, CRPT-82

Data Field Character, ACD-319 data group items

filter, RDUG-39 move, RDUG-40 removing, RDUG-40 reposition, RDUG-41 sorting, RDUG-40

Data in a Table Adding, CRPT-139, CRPT-142 Changing, CRPT-142 Deleting, CRPT-142


Book ID Book Title








56

data in/voice answer (DIVA) capability, ACD-120 data item columns in Report Wizard, RDUG-37 Data Item definition button, RDUG-112 Data Item Definition in Report Wizard, RDUG-37 data items

add, remove, or rearrange, RDUG-166 edit headings, RDUG-175 fields, RDUG-141

Data Labels tab about, RDUG-167 Above Point, RDUG-167 Base, RDUG-167 Below Point, RDUG-167 Category Name, RDUG-168 Center field, RDUG-167 define data labels, RDUG-169 field options, RDUG-167 Inside field, RDUG-167 Left, RDUG-168 None, RDUG-167 Outside, RDUG-168 Percent, RDUG-168 Right, RDUG-168 Series Name, RDUG-168 Value, RDUG-168

data migration tables, PUDM-87 data module

administration Generic 3r

R6 and earlier, SCAT-160 R7 and later, SCAT-169

Generic 3si R6 and earlier, SCAT-150 R7 and later, SCAT-155

connections Generic 2, SCAT-66 Generic 3r, SCAT-63 Generic 3si, SCAT-60

data on chart, RDUG-165 data on table, RDUG-189 Data Points, SRPT-554 data points, ADV-152 Data Points, Forecast, FCST-17

Definition, FCST-17 One Day Apart, FCST-17 One Week Apart, FCST-17

data restore, ADM-657 Data Restriction

interactions Automatic Call Distribution (ACD), ACD-88 Call Vectoring, ACD-129 VDN of Origin Announcement (VOA), ACD-255

Data Retrieval, CRPT-23 How CMS Retrieves Data, CRPT-23

data retrieval, RDUG-225 data screen delivery, ACD-154 Data Storage, CRPT-19

How CMS Stores Data, CRPT-19 data storage, RDUG-224

capacities, LAA-56 modifying, LAA-54 warnings, LAA-54


Book ID Book Title








57

Data Storage Allocation, ADM-529, HAU-46, ECHI-38

data storage allocation, PUDM-27 Data Storage Allocation Administration

Data Storage Allocation Window, FCST-31 Guidelines, FCST-30 Start-Up Tasks, FCST-21, FCST-29 System Prerequisites, FCST-31

Data Storage Allocation window, LAA-55 data storage parameters

storage.def file, SIMT-156 vector.def file, SIMT-156

Data Summarizing, ADM-539 data summarizing, LAA-57, ADM-573

daily, LAA-58 monthly, LAA-58 settings, modifying, ADM-580 weekly, LAA-58

data summarizing time, LAA-61 Data tab

about, RDUG-165, RDUG-189 available data, RDUG-165, RDUG-189 change data items, RDUG-166 data on chart, RDUG-165 data on table, RDUG-189 field options, RDUG-165

Data Type, ACD-321 Data Types, CRPT-136 Data Used For Split/Skill Forecasts, FCST-16 data values vs. percentages, RDUG-179 Data Weights, Definition, FCST-76, FCST-117 Database, SRPT-554

How CMS Retrieves Data, CRPT-23 How CMS Stores Data, CRPT-19 What is a Database Item, CRPT-21 What is a Database Table, CRPT-19

database, ADV-152, ECHI-13 deleting entries, VVUG-21 how CMS retrieves data, RDUG-225 item definition, RDUG-224 renaming entries, VVUG-22 what is a database item, RDUG-224 what is a database table, RDUG-224

Database constants, ADM-101 Database Item, SRPT-554

What is It, CRPT-21 Database item types, DBI-34

Busy Hour data, definition, DBI-34 Maximum Interval Value data, definition, DBI-34 Row Identifier data, definition, DBI-34 Special Table data, DBI-34 Status data, definition, DBI-34

Database Items, CRPT-162 ACD Shifts, ODBC-238 Agent, ODBC-115 Agent Login/Logout, ODBC-203 Agent Trace, ODBC-209 Archiver Execution, ODBC-233 Call Record, ODBC-219 Call Work Codes, ODBC-200 Current Day Configuration Forecast, ODBC-214 Current Day Forecast Report, ODBC-216 Custom, CRPT-69 Customer Log, ODBC-234


Book ID Book Title








58

Data Collection Period, ODBC-232 Database Items Table, ODBC-239 Exceptions

Agent, ODBC-241 Data Collection, ODBC-252 Disk Full, ODBC-244 Malicious Call Trace, ODBC-250 Split/Skill, ODBC-245 Trunk Group, ODBC-246 VDN, ODBC-247 Vector, ODBC-249

Not in Standard Reports, CRPT-19 Split/Skill, ODBC-75 Standard, CRPT-68 Synonyms, ODBC-236 Terminology, DBI-40 Trunk, ODBC-162 Trunk Group, ODBC-147 Vector, ODBC-169

Database items, CDES-30 database items, ADV-152

custom, ADM-107 custom, adding, ADM-108 custom, deleting, ADM-112 custom, listing all, ADM-110 custom, modifying, ADM-111 custom, viewing, ADM-109 standard, ADM-155

Database Items field, RDUG-112 Database Items table, ODBC-239 Database Logic Structure, ODBC-71

Circular Structure, ODBC-72 historical tables, ODBC-71

Database Management System (DBMS), ODBC-22 database migration

using the migrate.bat tool, VVIN-14 Database queries, ODBC-20 database table custom migration, PUDM-20 Database Table Names, ODBC-73, DBI-31, CRPT-91 Database table permissions, ODBC-21 Database Tables, SRPT-554

acd_shifts, ODBC-74 ag_actv, ODBC-74 agex, ODBC-74 agroups, ODBC-74 arch_stat, ODBC-74 call_rec, ODBC-74 customer_log table, ODBC-74 d_secs, ODBC-74 dagent, ODBC-73 dbitems, ODBC-74 dcwc, ODBC-74 dsplit, ODBC-73 dtkgrp, ODBC-73 dtrunk, ODBC-73 dvdn, ODBC-73 dvector, ODBC-73 f_cday, ODBC-74 f_cdayrep, ODBC-74 fullex, ODBC-74 hagalog, ODBC-74 hagent, ODBC-73 hcwc, ODBC-74 hsplit, ODBC-73


Book ID Book Title








59

htkgrp, ODBC-73 htrunk, ODBC-73 hvdn, ODBC-73 hvector, ODBC-73 linkex, ODBC-74 m_secs, ODBC-74 magent, ODBC-73 mctex, ODBC-74 mcwc, ODBC-74 msplit, ODBC-73 mtkgrp, ODBC-73 mtrunk, ODBC-73 mvdn, ODBC-74 mvector, ODBC-73 spex, ODBC-74 synonyms, ODBC-74 tgex, ODBC-74 vdnex, ODBC-74 vecex, ODBC-74 w_secs, ODBC-74 wagent, ODBC-73 wcwc, ODBC-74 wsplit, ODBC-73 wtkgrp, ODBC-73 wtrunk, ODBC-73 wvdn, ODBC-74 wvector, ODBC-73

Database tables, CDES-25 database tables, ADV-152 Date, SRPT-319, SRPT-321, SRPT-324, SRPT-326,

SRPT-330, SRPT-335, SRPT-340, SRPT-347, SRPT-349, SRPT-353, SRPT-358, SRPT-371, SRPT-380, SRPT-385, SRPT-387, SRPT-392, SRPT-399, SRPT-402, SRPT-405, SRPT-407, SRPT-413, SRPT-419, SRPT-439, SRPT-449, SRPT-466, SRPT-476, SRPT-480, SRPT-484, SRPT-487, SRPT-491, SRPT-493, SRPT-497, SRPT-502, CRPT-107, CRPT-109

date and time checking, SIMT-216

Date field, RDUG-97 Date Format, SRPT-554 date format, ADV-153 Date Report Was Run, CRPT-107 Date, Week Starting, Month Starting, SRPT-373 DATE_OCCURRED, ODBC-234 Dates, SRPT-390, SRPT-435 dates, ACD-299 dbitems table, ODBC-74 dbspace, SIMT-406

ACD, modifying, ADM-555 dbspaces

contents, viewing, ADM-553 DCOM95, SIGS-24, SIGS-88 dcwc, DBI-33, CRPT-93 dcwc table, ODBC-74 DDS4 tape drive, UL5-133 deactivating service observing, LBA-66 dedicated_address, ECHI-43 DEDICATED_AGENT, DBI-304 Default, CRPT-112, CRPT-113 Default ACD, ADM-24 default codes, ACD-198 default router file, SIMT-162


Book ID Book Title








60

Default Value field, RDUG-104 Default Value for Input Field, CRPT-59 define

data labels, RDUG-169 input fields, RDUG-92 queries, RDUG-110 sections in Report Wizard, RDUG-32

Define a Report, CRPT-31 Define Access to Report, CRPT-35 Define as Real-Time or Historical, CRPT-36 Define Input Window, CRPT-56 Define Input window, RDUG-92, RDUG-100 Define User ID, CRPT-35 Defining

a Report, CRPT-31 Access, CRPT-35 Aggregate Functions, CRPT-72 An Associated ACD, CRPT-62 Bar Data Expression, CRPT-82 Bar Direction, CRPT-83 Bar Position and Length, CRPT-82 Bar Scale, CRPT-83 Bars, CRPT-80 Block, CRPT-48 Calculation Names, CRPT-70 Constants, CRPT-69 Data Expression, CRPT-67 Data Expression for Fields, CRPT-67 Data for a Custom Report, CRPT-55 Default Value for Input Field, CRPT-59 Display Format, CRPT-107 Display Type, CRPT-107 Field Format, CRPT-75 Field Length, CRPT-67 Field Position, CRPT-67 Fields, CRPT-66 First Threshold for a Bar, CRPT-85 Input Field Type, CRPT-59 Input Fields, CRPT-55 Maximum Graph Value, CRPT-85 No-Scroll Areas, CRPT-114 Number of Columns, CRPT-59 Number of Rows, CRPT-59 Order of Input Fields, CRPT-64 Report Type, CRPT-36 Reports as Real-time or Historical, CRPT-36 Row Search ID, CRPT-90, CRPT-101 Rows, CRPT-88, CRPT-93, CRPT-96, CRPT-97, CRPT-98, CRPT-99, CRPT-156, CRPT-157 Second Threshold for a Bar, CRPT-86 Single Value or Range/List, CRPT-59 Sort Order For DataStep 8

Select a Sort Order, CRPT-99 Sort Type, CRPT-98 Tables for Calculation Names, CRPT-75, CRPT-83 User ID, CRPT-35 Variable Names, CRPT-57

defining a new ACD, SIMT-234 Defining a Report’s Name, Access, and Type, CRPT-31 defining desired service, EAS-47, BCS-40 defining exceptions, LBA-56 Defining Normal/Reverse Threshold, CRPT-86 Defining Report Fields, CRPT-66 defining service levels, LAA-44 DEFINITIY Generic 3 switches, DBI-29


Book ID Book Title








61

DEFINITY Dial Plan Expansion, CDES-20 Dial Plan Expansion database items, CDES-30 platforms, CDES-16, CDES-20

DEFLECTCALLS, ODBC-173, ODBC-188, DBI-159 Delete, ADV-153, SRPT-554, CRPT-39 delete

input fields from the Input window, RDUG-101 item from a report, RDUG-83 items from a report, RDUG-67 query, RDUG-129 undo, RDUG-67

Delete a Report, CRPT-39 Delete button, SIGS-59 Delete button on Report Selector window, RDUG-55 Delete field, RDUG-67 deleting

agent’s skill, LAA-29 objects, VVUG-21 vector step, EAS-33, BCS-26

deleting a custom calculation, ADM-92 Deleting a Custom Report, CRPT-39 deleting agents in an existing agent group, ADM-60 deleting an agent group, ADM-62 deleting an announcement name or

synonym, ADM-74 deleting an AUX reason code, ADM-82 deleting skills per agent, ADV-127 deleting vector step, EAS-33, BCS-26 delivery of queued calls, EAS-35, BCS-28 Demand Print


Depth to Height field, RDUG-182 DEQUECALLS, ODBC-84, DBI-159 DEQUETIME, ODBC-84, DBI-159 dequeued average queue time

definition, EAS-574 DESCR, ODBC-236, ODBC-239 DESCRIPTION, ODBC-234 Description, ACD-299, CRPT-34, CRPT-38 description of the ACD Status window

with EAS, ADM-596 without EAS, ADM-597

description of the Archiving Status — List All window, ADM-604 description of the Backup Data window, ADM-626 Description of the Connection Status Window, ADM-644 Description, Entering a Report, CRPT-34 design mode, RDUG-73, RDUG-79 Design Mode grid, align, RDUG-69 Design Options, CRPT-16 designer category, RDUG-57 Designer Reports, ADV-153, SRPT-554, HAU-40 Designer Reports, Definition, SRPT-26 Desktop Computer Client

Configuration, ODBC-49 Add Login ID-Based Data Source, ODBC-53 Add System Data Sources, ODBC-53 Administer ODBC Options, ODBC-59 Configure a New ODBC Data Source, ODBC-54 ODBC Administration Interface, ODBC-49 View Installed ODBC drivers, ODBC-53

Installation, ODBC-46 for Windows 95 and NT 4.0, ODBC-47 for Windows NT 3.51, ODBC-47


Book ID Book Title








62

System Requirements, ODBC-46 Test Connectivity, ODBC-61

Connect to a Data Source, ODBC-61 Disconnect From a Data Source, ODBC-62

Desktop Computer Client Installation, ODBC-46 DESTINATION (real-time), DBI-160 determining the computer model, BLD-27, SE35-34,

UL5-28 devices

backup/restore, ADM-605 devices, not recognized, SIMT-357 Diagnose Dial-In Access Problems, TPM-160 Diagnose Terminal-Related Problems (Aurora SBus

Cards), TPM-142 Diagnose Terminal-Related Problems (SAI/P

Cards), TPM-139 diagnosing dial-in access problems, SUN-150 Diagnosing NTS Port Problems, TPM-154 Diagnosing NTS Problems

Network Administrator Utility, TPM-149 Using CLI Tool, TPM-150 Using Panel Indicators, TPM-153

diagnosing remote console problems, SUN-152 dial-in returns random characters, SUN-153 no login prompt, SUN-152 no ringing and answered responses, SUN-152

Diagnosing SAI/P Cards, TPM-139 Diagnosing Terminal-Related Problems (SAI/P

Cards), TPM-139 dial ahead digits, ACD-259 Dial Plan Expansion CMS support, CDES-25 dial strings, SIGS-70 dial-ahead digits

ASAI provided, EAS-201 Dialed Digits, SRPT-359 Dialed Number Identification Service, LAA-74 Dialed Number Identification Service

(DNIS), ADV-153, SRPT-555 dialed number identification service (DNIS), ACD-86, ACD-230 DIALED_NUM, ODBC-223, DBI-160, ECHI-16, ECHI-26, ECHI-30 dial-in access problems, SIMT-371 dial-up access

constraints, BCMS-15 Dictionary, ADV-153, SRPT-555, HAU-41, HAU-42

ACD Groups, ADM-43 List all, ADM-45 view contents, ADM-46

ACD name, deleting, ADM-50 add a name, LBA-54 agent group members report, running, ADM-192 announcement name, adding, ADM-70 announcement name, viewing, ADM-71 assigning names, LBA-53 Calculations, DBI-300 calculations, adding, ADM-89 calculations, listing all, ADM-88 calculations, viewing, ADM-87 call work code names, adding, ADM-95 call work code names, deleting, ADM-100 call work code names, listing all, ADM-97 call work code names, modifying, ADM-98 call work code names, viewing, ADM-96 call work codes, ADM-93 constant, deleting, ADM-106


Book ID Book Title








63

constants, ADM-101 constants, adding, ADM-102 constants, listing all, ADM-104 constants, modifying, ADM-105 constants, viewing, ADM-103 creating agent groups, LBA-54 custom database item, viewing, ADM-109 custom database items, ADM-107 custom database items, adding, ADM-108 custom database items, deleting, ADM-112 custom database items, listing all, ADM-110 custom database items, modifying, ADM-111 definition, LBA-53 location ID, addding, ADM-118 location ID, deleting, ADM-122 location ID, listing all, ADM-120 location ID, modifying, ADM-121 location ID, viewing, ADM-119 location IDs, ADM-117 login ID name, adding, ADM-125 login ID name, deleting, ADM-129 login ID name, listing all, ADM-127 login ID name, modifying, ADM-128 login ID name, viewing, ADM-126 login ID names, ADM-123 logout reason code name, adding, ADM-132 logout reason code name, deleting, ADM-138 logout reason code name, listing all, ADM-134 logout reason code name, modifying, ADM-136 logout reason code name, viewing, ADM-133 logout reason code names, ADM-131 reports, ADM-189 reports, printing, ADM-190 searching, ADM-39 split/skill name, adding, ADM-149 split/skill name, deleting, ADM-154 split/skill name, listing all, ADM-151 split/skill name, modifying, ADM-152 split/skill name, viewing, ADM-150 split/skill names, ADM-147 split/skill string value, field descriptions, ADM-144 split/skill string values, ADM-141 split/skill string values, modifying, ADM-143 split/skill string values, viewing, ADM-142 standard CMS item, viewing, ADM-156 standard database item, viewing, ADM-156 standard database items, ADM-155 standard database items, viewing alphabetically, ADM-158 trunk group name, adding, ADM-160 trunk group name, deleting, ADM-165 trunk group name, listing all, ADM-161 trunk group name, modifying, ADM-163 trunk group names, ADM-159 trunk group names, listing all, ADM-162 trunk string value, viewing and modifying, ADM-168 trunk string values, ADM-167 trunk string values, field descriptions, ADM-170 VDN Name, adding, ADM-175 VDN name, deleting, ADM-179 VDN name, listing all, ADM-177 VDN name, modifying, ADM-178 VDN name, viewing, ADM-176 VDN names, ADM-173 vector name, adding, ADM-183


Book ID Book Title








64

vector name, deleting, ADM-187 vector name, listing all, ADM-185 vector name, modifying, ADM-186 vector name, viewing, ADM-184 vector names, ADM-181

Dictionary calculations, ADV-145 Dictionary Location, SRPT-555 dictionary migration, PUDM-20 Dictionary rules, ADM-37 Dictionary, Forecasting, FCST-27 Digit extension length, CDES-20 digits, EAS-184, BCS-72

ASAI provided dial-ahead digits, EAS-201 collect digits

maximum number, EAS-418, BCS-167 collect digits command

maximum number, EAS-403 collected prior to timeout, EAS-419, BCS-168 dial-ahead digits with *, EAS-420, BCS-169 entering, EAS-184, BCS-72

dial-ahead digits, EAS-184, EAS-185, BCS-72, BCS-73

variable-length digit strings, EAS-184, BCS-72 including # sign, EAS-420, BCS-169 maximum number, EAS-421, BCS-169 removing

incorrect digit strings, EAS-184, BCS-72 returned by VRU, EAS-418, BCS-167 Touch-Tone, EAS-419, BCS-168 with # sign, EAS-421, BCS-169 with # symbol, EAS-421, BCS-169 with *, EAS-421, BCS-169 with * symbol, EAS-421, BCS-169

DIGITS_DIALED, ODBC-210, DBI-160 Dim, CRPT-112 Direct Abandon (DABN), SRPT-555 direct agent, EAS-344 Direct Agent ACD (DACD), SRPT-555 Direct Agent ACD Call (G3), DBI-43 Direct Agent ACW (DACW), SRPT-555 Direct Agent Announcement Delay, ACD-289 Direct Agent Announcement Extension, ACD-288 Direct Agent Call, CDES-22 direct agent call

definition, EAS-44 Direct Agent Calling, SRPT-555 Direct Agent calling, ADV-153 direct agent calling (DAC)

Automatic Call Distribution (ACD), EAS-352, ACD-82 call handling preferences, EAS-353, ACD-83 Expert Agent Selection (EAS), ACD-146 Inbound Call Management (ICM), ACD-153, ACD-157 Multiple Call Handling (MCH), ACD-176 Reason Codes, ACD-199 Redirection on No Answer (RONA), ACD-210 RONA routing sequences, ACD-202 Service Observing, ACD-230 VDN of Origin Announcement (VOA), ACD-255

Direct Agent Calling (G3), DBI-88 Direct Agent Calls, ADV-29, SRPT-127, SRPT-132

administering, ADV-99 feature interactions, ADV-116 first, ADV-153

Direct Agent Calls First, ACD-278


Book ID Book Title








65

Direct Agent Skill, ACD-278 direct agent skill, changing, LAA-29 Direct Agent Skills, SRPT-132 direct department calling (DDC)

Redirection on No Answer (RONA), ACD-210 Voice Response Integration (VRI), ACD-262

directing calls to a specific agent, EAS-345 DIRECTION, ODBC-210, DBI-160, SRPT-220,


Direction, SRPT-271 DISCCALLS, ODBC-85, ODBC-154, ODBC-174,

ODBC-188, DBI-161, SRPT-296, SRPT-494, SRPT-499

Disconnect, SRPT-484 disconnect, LAA-77, LAA-88, EAS-300, BCS-86

from CMS servers, VVUG-39 disconnect command, EAS-58, EAS-437, BCS-48,

BCS-171 success/failure criteria, EAS-497, BCS-201 syntax, EAS-423, EAS-437, BCS-171 troubleshooting, EAS-505, EAS-506, BCS-207

Disconnect From a Data Source, ODBC-62 Disconnect on Terminal Emulator Connection

menu, SIGS-65 Disconnect step, VVUG-55 disconnect supervision, ACD-53 disconnecting Visual Vectors, VVIN-39 disconnects, forced, ACD-81 Discontinued Equipment, TPM-163

Modems Comsphere 3830, TPM-193 Paradyne DataPort Express Model

3710, TPM-191 Paradyne DataPort Express Model

3715, TPM-192 U.S. Robotics Sportster 14.4

Faxmodem, TPM-189 Terminals

2900/AWTC, TPM-174 4000/AWTC, TPM-182 605 BCT, TPM-173 615 CMT, TPM-171 615 MT, TPM-172 620 MTG, TPM-174 705 MT, TPM-168 715 BCT, TPM-164 Options, TPM-164

Discontinued Modems Options, TPM-189

DISCTIME, ODBC-85, ODBC-174, ODBC-188, DBI-162 disk

I/O problems, SIMT-413 partitioning, SIMT-40 recognition errors, SIMT-424

disk drive adding, SE35-83


administration, SE35-100, SE35-104, SE35-108, SE35-111, UL5-119, UL5-123 Enterprise 3000, SUN-54, SUN-58, SUN-62, SUN-65 SPARCserver, SUN-112, SUN-116


Book ID Book Title








66

compatibility with CMS, BLD-73, SE35-82, SUN-37, SUN-103, UL5-80

failure, BLD-153, UL5-179 installation, SE35-84, SE35-199 maintenance, BLD-73, SE35-82, UL5-80


partition values, BLD-97, SE35-90, UL5-108 Enterprise 3000, SUN-45 SPARCserver, SUN-107

partitioning, BLD-100, SE35-94, UL5-114 Enterprise 3000, SUN-48 SPARCserver, SUN-108

replacing, SE35-83 troubleshooting, SE35-166

disk drive partitioning, SUN-108 disk drives

device alias, SE35-180, SIMT-59 resetting the device alias, SE35-180, SIMT-59

disk failure, LAN-55 recovery, SIMT-298

Disk Full Exceptions Historical Database Items, ODBC-244

disk pairs, LAN-75, LAN-77 disk space

allocating, ADM-529 cooked, SIMT-406 raw, SIMT-406

disk_space, SIMT-246 DiskSuite

error messages, SIMT-429 installation, SIMT-100 installing, SIMT-100 troubleshooting, SIMT-412

DISPIVECTOR, ODBC-223, DBI-162, ECHI-18, ECHI-24, ECHI-28

Display Data Group items that contain, RDUG-37 Display Data Labels field, RDUG-43 display events, LAA-79 Display Grid Lines field, RDUG-46 Display Interval, ACD-319 Display Legend field, RDUG-43 Display Options, CRPT-111 displaying

switch options, SIMT-247 displaying digits on the agent’s set, EAS-186, BCS-74 Displaying NTS Port Configuration, TPM-154 displaying real-time status reports, BCMS-19 displaying switch information, PUDM-25 displays

RONA calling/called number displays, ACD-209 DISPOSITION, ODBC-223, DBI-163, DBI-299, ECHI-17, ECHI-18, ECHI-24, ECHI-29 DISPPRIORITY, ODBC-225, DBI-164, ECHI-18, ECHI-25, ECHI-29 DISPSKLEVEL, DBI-164, ECHI-18, ECHI-25, ECHI-30 DISPSPLIT, ODBC-225, DBI-165, ECHI-18, ECHI-24, ECHI-28 DISPTIME, ODBC-225, DBI-165, ECHI-16, ECHI-18, ECHI-23, ECHI-28 DISPVDN, ODBC-225, DBI-165, ECHI-19, ECHI-25, ECHI-30 Distance Limits

Aurora Port, TPM-40 NTS, TPM-27, TPM-44 SAI/P Port, TPM-35

distance limits Cat 5 cable, HAAD-22


Book ID Book Title








67

Distributed Communications System (DCS) interactions

Automatic Call Distribution (ACD), ACD-88 Service Observing, ACD-229 Voice Response Integration (VRI), ACD-262

distributed system, LAA-98 DLL incompatibilities, SIGS-94 DNIS, LAA-74 DNS, LAN-65 Document

Conventions, CRPT-14 Organization, CRPT-7 Use, CRPT-7

Documentation related, CDES-8

Documentation Web sites, ODBC-18, DBI-26, ADV-20, LAA-22, LBA-18, CRPT-13, ECHI-10

Documents, TPM-14 documents, BLD-11, SE35-12, SCAT-11, RDUG-19,

PUDM-8, UL5-12 ordering, VVUG-9

documents, ordering, VVIN-8, VVUG-8 documents, related, SIGS-12 Down, CRPT-43 drag-and-drop feature, VVIN-42 drag-and-drop to arrange items on the

report, RDUG-84 Drill-Down Reports, SRPT-298

Drill-Down Top Agent Work State Report, SRPT-300

Drill-Down Work State Report, SRPT-304 General Information, SRPT-298

Drill-Down Top Agent Work State Report, SRPT-300 Drill-Down Work State Report, SRPT-304 drive device name, SIMT-410 drivers

HSI/P, SIMT-74 HSI/S, SIMT-71 NTS, SIMT-80 SAI/P, SIMT-77 X.25, SIMT-87, SIMT-89

dsierror.log, LAN-60 dsm.opt, LAN-23 dsm.sys, LAN-24 dsmerror.log, LAN-60 dsplit, DBI-32, CRPT-92 dsplit table, ODBC-73 DSU connections for Generic 2, SCAT-86 dtkgrp, DBI-32, CRPT-92 dtkgrp table, ODBC-73 dtrunk, DBI-32, CRPT-92 dtrunk table, ODBC-73 Dual ACD Links, HAU-19, HAU-79 dual in-line package (DIP) shunts, SCAT-208 DURATION, ODBC-210, ODBC-225, ODBC-252, DBI-165, SRPT-359, ECHI-19, ECHI-23, ECHI-28 during peak

heavy traffic, EAS-38, BCS-31 dvdn, DBI-32, CRPT-92 dvdn table, ODBC-73 DVD-ROM drive, SE35-112 dvector, DBI-32, CRPT-92 dvector table, ODBC-73 Dynamic Percentage Adjustment, ADV-23, ADV-43, ADV-153, ACD-134, ACD-137

administering, ADV-100 example, ADV-43, LAA-131


Book ID Book Title








68

Dynamic Queue Position, ADV-30, ADV-90, ADV-107, ADV-154, LAA-116, ACD-135

definition, ADV-30 example, ADV-30 feature interactions, ADV-120 overview, LAA-116 where administered, ADV-83, LAA-138, ACD-135

Dynamic Threshold Adjustment, ADV-23, ADV-43, ADV-89, ADV-154, LAA-130, ACD-135, ACD-136

administering, ADV-112 setting the overload threshold, ADV-43

E

EAD, SRPT-555 EAD-LOA, ADV-35, ADV-37, ADV-40, ADV-49,

LAA-128, LAA-137, ACD-34, ACD-78, ACD-137, ACD-141

example, LAA-124 EAD-MIA, ADV-35, ADV-37, ADV-38, ADV-40,

ADV-49, LAA-128, LAA-136, ACD-34, ACD-78, ACD-137, ACD-141

example, LAA-125 EAS, LAA-65, SIMT-139, SRPT-555, ACD-296

definition, EAS-344 EAS (see Expert Agent Selection)

capabilities of, ADM-21 EAS (See Expert Agent Selection), Expert Agent

Selection, ADM-227 EAS (see Expert Agent Selection), Expert Agent

Selection, ADM-20 EAS feature, BCMS-10 ECS Cross-Reference

Agent Login/Logout, ODBC-207 Agent Trace, ODBC-213 Call Record, ODBC-229 Call Work Codes, ODBC-202 Current Day Configuration, ODBC-215 Current Day Report, ODBC-218 Split/Skill, ODBC-110 Trunk, ODBC-168 Trunk Group, ODBC-159 VDN, ODBC-196 Vector, ODBC-179

edit an existing integrated query, RDUG-127 an existing real-time or historical query, RDUG-125 appearance of input fields, RDUG-103 data item headings, RDUG-175 existing report in Report Designer, RDUG-77 order of input fields, RDUG-102

Edit | Inputs, RDUG-91 Edit | Queries, RDUG-109 Edit and View Hypothetical Data

Change Interval Length of Hypothetical Data, FCST-104 Edit Values Window, FCST-103 Guidelines, FCST-102 System Prerequisites, FCST-102

Edit Assignment window, VVUG-75 Edit button

on Report Selector window, RDUG-55 use to open Report Designer, RDUG-63


Book ID Book Title








69

Edit Inputs window, RDUG-100 Edit Item Heading button on Report

Wizard, RDUG-24 Edit Item Heading in Report Wizard, RDUG-37 Edit menu, RDUG-67 Edit menu on Terminal Emulator, SIGS-64 Edit Report in Report Designer field, RDUG-52 edit vectors, LBA-32 editing

VDN properties, VVUG-75 editing /etc/defaultrouter file, SIMT-162 editing /etc/hosts file, SIMT-159 Editing Keys, CRPT-42 Editing Keys on the Screen Painter, CRPT-45 editing profiles on Terminal Emulator, SIGS-79 Editing With Blocks, CRPT-48 EEPROM parameters, SIMT-55 ELAI

administering multi-site, LAA-85 description, LAA-71 maintenance, LAA-95 single queue configuration, LAA-84 tandem switch configuration, LAA-84 troubleshooting, LAA-97

electrical specifications, BLD-22, SE35-24, UL5-24 electronic system records, LBA-87 Elevation field, RDUG-181 Emergency access redirection, EAS-312, BCS-99 enabling

DNS, LAN-65 system to boot, LAN-37

enabling the vector disconnect timer, EAS-474, BCS-192

encouraging caller to remain on-line, EAS-36, BCS-29

End, ACD-299 Enhanced Look-Ahead Interflow, LAA-71 Enhancements, HAU-21 Enter a Report Name, CRPT-47 Enter a User ID, CRPT-47 entering

a command in abbreviated form, EAS-32, BCS-25

a vector, EAS-29, BCS-23 dial-ahead digits, EAS-185, BCS-73 digits, EAS-184, BCS-72

use of #, EAS-185, BCS-73 variable-length digit strings, EAS-184, BCS-72 vector steps, EAS-30, BCS-24

entering on Holiday Table, ACD-299 Entering Text, CRPT-53 Entity, SRPT-555 entity, ADV-154

definition of, VVUG-99 environment, BLD-23, SE35-26, UL5-25 EQ_LOCID, ECHI-19, ECHI-24, ECHI-29 EQLOC, ODBC-226, ODBC-246, ODBC-250, DBI-166, SRPT-466, ECHI-19, ECHI-25, ECHI-30 EQLOC (index), ODBC-164 Erase All Fields, CRPT-45 Erase Characters, CRPT-45 Erase Field, CRPT-45 Erasing a Block, CRPT-49


Book ID Book Title








70

Error Codes 1, CRPT-127 10, CRPT-128 11, CRPT-128 12, CRPT-128 13, CRPT-128 2, CRPT-127 3, CRPT-127 4, CRPT-127 5, CRPT-127 6, CRPT-127 7, CRPT-128 8, CRPT-128 9, CRPT-128 Historical, CRPT-122 Real-Time, CRPT-127

error codes, RDUG-220 historical, RDUG-216 real-time, RDUG-220

error log messages maintenance, ADM-661

Error Log Reports, LAA-54 error logs, SIMT-358, LAN-58 Error Message, SRPT-555 error message, ADV-154 Error Messages, CRPT-119

$ Not Defined, CRPT-119 Cannot Mix Aggregates.., CRPT-119 Cannot Use the SYN Function for Order

By, CRPT-119 CMS System Error

Check the Error Log, CRPT-120 Data Collection Off, CRPT-120 Too Much Data Retrieved, CRPT-120 Updating Translations, CRPT-121

Historical, CRPT-122 INFORMIX-SQL, CRPT-122 Keyword AVG Invalid in Where

Clause, CRPT-121 Keyword BETWEEN Invalid for Real-Time, CRPT-121 Keyword COUNT Invalid in Where Clause, CRPT-121 Keyword MAX Invalid in Where Clause, CRPT-121 Keyword MIN Invalid in Where Clause, CRPT-121 Keyword SUM Invalid in Where Clause, CRPT-122 Keyword SYN Invalid in Where Clause, CRPT-122 Real-Time, CRPT-127 Test Design, CRPT-119

Error messages, CDES-34 error messages, LBA-79, SIMT-382, SIGS-92, RDUG-213, BCMS-19

CMS system errors, RDUG-214 historical, RDUG-216 INFORMIX-SQL, RDUG-216 installation, SIGS-87 to SIGS-88 login, SIGS-92 real-time, RDUG-220 shared memory, LAN-71 storage pool variables, LAN-68

ERROR_CODE, ODBC-234 ESD precautions, BLD-52, SE35-63, SE35-186, UL5-58, UL5-192 ESQL, SIMT-114 Estimated Margin

Algorithms, FCST-147 ethernet ports, HAAD-21


Book ID Book Title








71

evaluating calls prior to processing, EAS-24 effectiveness of vector programming, EAS-564,

BCS-220 performance, EAS-564, BCS-220 split performance, EAS-572, BCS-225

evaluating a VDN or vector, BCMS-111 Event Count, SRPT-141 Event Count 1-9, SRPT-324 Event Count Report, SRPT-323 Event Count Summary Report, SRPT-139 Event counts, SRPT-139 event type

adjunct route failed, EAS-518 EVENT_TIME, ODBC-210, DBI-167, SRPT-358 EVENT1, ECHI-19, ECHI-25, ECHI-30 EVENT1-9, ODBC-85, ODBC-125, ODBC-226,

DBI-167, SRPT-141 events, EAS-512, EAS-515, BCS-210, BCS-213 Everyone field, RDUG-50 EWT, ADV-41, ADV-161, LAA-68, LAA-129,

SRPT-555 EWT High, SRPT-147 EWT Low, SRPT-147 EWT Medium, SRPT-147 EWT Top, SRPT-146 EWTHIGH, SRPT-147, SRPT-205, SRPT-241,

SRPT-253, SRPT-264 EWTHIGH (real-time), DBI-168 EWTLOW, SRPT-147, SRPT-206, SRPT-242,

SRPT-253, SRPT-264 EWTLOW (real-time), DBI-168 EWTMEDIUM, SRPT-147, SRPT-206, SRPT-241,

SRPT-253, SRPT-264 EWTMEDIUM (real-time), DBI-169 EWTTOP, SRPT-146, SRPT-205, SRPT-241,

SRPT-253, SRPT-263 EWTTOP (real-time), DBI-169 example application

remote access with host provided security, EAS-490 saving in trunk facilities between call centers, EAS-492 split flow tracking, EAS-567, BCS-221 VDN override, EAS-52, BCS-43 warranty service call center, EAS-78

Example standard dictionary calculations, DBI-295 example vector

accessing voice response scripts, EAS-114 accommodate a super agent pool, EAS-366 adjunct routing vector

with redundancy, EAS-179 ANI routing example, EAS-142 automated attendant application, EAS-64, BCS-131 call interflow, EAS-120, BCS-64 claims application, EAS-74 conditional branching, EAS-122, BCS-66 customer service application, EAS-75 delay with audible feedback, EAS-109, BCS-55 delay with multiple audio/music source feedback, EAS-110, BCS-56 dial-ahead digits, EAS-198, BCS-81 distributed call centers application, EAS-70 DIVA and data/message collection application, EAS-66, EAS-67, BCS-133, BCS-134 emergency and routine service application, EAS-98, EAS-99, BCS-146, BCS-148 expected wait time

for a call, EAS-127


Book ID Book Title








72

for a split, EAS-127 routing and passing VRU wait, EAS-130

expected wait time routing routing to the best split, EAS-132

field agent vector application, EAS-73 help desk application, EAS-71 late caller application, EAS-101, BCS-149 leaving recorded messages, EAS-117, EAS-118,

BCS-61, BCS-62 messaging options application, EAS-103,

BCS-151 multiple split queuing, EAS-116, BCS-59 notifying callers of wait-time without a

VRU, EAS-131 passing digits to an adjunct, EAS-193 receiving switch inflow vector, EAS-211 remote access service observing

vector, EAS-194 return destination vector

with announcement, EAS-492 with remote access, EAS-490

rolling ASA routing, EAS-136 service agency clients application, EAS-75 service observing vector, EAS-194, EAS-195 stopping vector processing, EAS-123, BCS-66 supplementary delay announcement, EAS-108,

BCS-54 tandem switch vector, EAS-219 testing

for ANI in vector routing table, EAS-143 for digit, EAS-190 for digits in vector routing table, EAS-189 for digits not in vector routing table, EAS-190

treating digits as a destination, EAS-187, BCS-74 unconditional branching, EAS-122, BCS-65 using digits to collect branching

information, EAS-188, BCS-76 using digits to select options, EAS-191, BCS-77 VDN calls routing, EAS-138 vector for service observing, EAS-121

example vector routing table for ANI routing, EAS-143 for call prompting, EAS-189

example vector step announcement, EAS-410, BCS-161 converse-on, EAS-428

Exception, ADV-154, SRPT-555 Exception Reports, ADV-154, SRPT-555, CRPT-166

Definition, SRPT-26 Exceptions

Audio difficulty, SRPT-139 exceptions

agent, ADM-335 agent, adding, ADM-337 agent, definitions, ADM-345 agent, deleting, ADM-343 agent, modifying, ADM-340 agent, report, ADM-348 data collection, ADM-405 defining, LBA-56 definition, ADM-327 malicious call trace report, ADM-409 notification, ADM-333


Book ID Book Title








73

notification, changing, ADM-334 Real-time exceptions log, ADM-413 split/skill, ADM-351 split/skill, adding, ADM-353 split/skill, definitions, ADM-360 split/skill, deleting, ADM-358 split/skill, modifying, ADM-355 split/skill, report, ADM-362 trunk group, ADM-365 trunk group, adding, ADM-366 trunk group, deleting, ADM-371 trunk group, modifying, ADM-368 trunk group, report, ADM-374 VDN, adding, ADM-379 VDN, deleting, ADM-384 VDN, modifying, ADM-381 VDN, report, ADM-388 vector, ADM-391 vector, adding, ADM-393 vector, deleting, ADM-398 vector, modifying, ADM-395 vector, report, ADM-401

Exceptions Data, CRPT-36 Including in Report, CRPT-147

exceptions data, RDUG-58 excessive ACD talk time, BCMS-111 Excluding Rows of Data, CRPT-96 executing VRU scripts, EAS-57 Existing Reports, Copying, CRPT-45 Existing Terminal Fails to Operate, TPM-134 Exit button, SIGS-60 Exit menu item, RDUG-66 Exit menu on Terminal Emulator, SIGS-64 exit Report Designer, RDUG-74 Exiting and Restarting Reports, SRPT-44 Exiting Reports, procedure, SRPT-44 exiting Terminal Emulator, SIGS-64, SIGS-78 exiting Visual Vectors, VVIN-39 expand and collapse categories in Report Wizard, RDUG-35 expander box for SAI/P, BLD-36, UL5-39 Expected Call Handling Time, ADV-87, ACD-134 Expected Calls

In Forecast Algorithm, FCST-144 In Special Day Forecast Algorithm, FCST-145

Expected Wait Time list changes, LAA-79

expected wait time, EAS-125, EAS-126 algorithm, EAS-128 factors causing for split priority level to decrease, EAS-133 factors effecting the value, EAS-133 for a call, EAS-127 passing to a VRU, EAS-128 when infinite, EAS-127

Expected Wait Time (EWT), ADV-41, ADV-154, ADV-161, LAA-129, SRPT-556 description, LAA-68

Expected Wait Time High, SRPT-241, SRPT-253, SRPT-264 Expected Wait Time Low, SRPT-242, SRPT-253, SRPT-264 Expected Wait Time Medium, SRPT-241, SRPT-253, SRPT-264 Expected Wait Time Top, SRPT-241, SRPT-253, SRPT-263 expected-wait, LAA-68 Expert Agent (EAS), LBA-63 Expert Agent Distribution - Least Occupied Agent, ADV-35 Expert Agent Distribution - Most Idle Agent, ADV-35 Expert Agent Distribution (EAD), ADV-154, SRPT-556


Book ID Book Title








74

Expert Agent Selection, ECHI-22 expert agent selection

adjunct and feature interactions, EAS-374 adjunct interactions, EAS-379 conversion

administration for, EAS-617 blocking of new incoming calls, EAS-623 considerations prior to, EAS-617 steps, EAS-617 steps for cutover, EAS-623

definition, EAS-344 feature interactions, EAS-374 requirements, EAS-344 requires ACD, EAS-344 requires call vectoring, EAS-344 splits, EAS-344 tracking

agents and their skills, EAS-576 direct agent calls, EAS-576 for VDN skill preferences, EAS-577 non-ACD calls, EAS-577

upgrading to, EAS-617 upgrading to R5, EAS-386 using CMS, EAS-576

Expert Agent Selection (EAS), DBI-43, ADV-155, LAA-65, SRPT-556, ACD-142 to ACD-150

agent administration, ACD-145 agent login IDs, ACD-146, ACD-147 agent trace, ADM-228 call distribution, ACD-145 call handling preference, ACD-145 considerations, ACD-147 direct agent announcement (DAA)

capabilities, ACD-143 forms, ACD-144

direct agent calling (DAC), ACD-146 expert agent distribution (EAD), ACD-145 forms, ACD-204 interactions

Abbreviated Dialing (AD), ACD-147 Add/Remove Skills, ACD-55, ACD-148 Administration without Hardware (AWOH), ACD-148 Agent Call Handling, ACD-70 AUDIX, ACD-148 Auto Available Split (AAS), ACD-148 automatic answering, ACD-148 Best Service Routing (BSR), ACD-114 Call Forwarding, ACD-149 Call Park, ACD-149 Call Pickup, ACD-149 Class of Restriction (COR), ACD-149 Class of Service (COS), ACD-149 directed call pickup, ACD-149 Leave Word Calling (LWC), ACD-150 Look Ahead Interflow (LAI), ACD-150 message waiting lights, ACD-150 Queue Status Indications, ACD-150 Service Observing, ACD-150 supervisor assist, ACD-148 VDN of Origin Announcement (VOA), ACD-255 Voice Response Integration (VRI), ACD-262


Book ID Book Title








75

Voice Terminal Display, ACD-149 VuStats, ACD-150 work modes, ACD-148

Multiple Call Handling (MCH), ACD-173 personal calls, ACD-147 uniform call distribution (UCD), ACD-145 vector administration, ACD-144 Vector Directory Number (VDN)

administration, ACD-144 Expert Agent Selection (EAS) Enabled, ACD-288 expert agent selection feature, BCMS-10 Expert Agent Selection–preference handling distribu-

tion (EAS–PHD) Add/Remove Skills, ACD-56 VuStats, ACD-274

export report output, ADM-214

Export All Data window, ADM-214 export archive file

selecting, VVUG-81 Export Archive File window, VVUG-81 Export Chart Data window, ADM-214 exporting data using scripts, LBA-50 Exporting Report Data, SRPT-82

Defaults, SRPT-82 Procedure, SRPT-82 Report Format, SRPT-82

EXT_CALL_IN, DBI-305, SRPT-321 EXT_CALL_IN>, SRPT-330 EXT_CALL_ORIG, ODBC-211, DBI-169 EXT_CALL_OUT, DBI-305, SRPT-321 EXT_CALL_OUT>, SRPT-330 EXT_IN_TIME, DBI-305, SRPT-321 EXT_OUT_TIME, DBI-305, SRPT-321 EXT_OUT_TIME>, SRPT-330 Extending Cabling Distances, TPM-44

ADUs, TPM-44 Modems, TPM-47

EXTENSION, ODBC-125, DBI-170, SRPT-271, SRPT-521, SRPT-527 Extension, ACD-310 extension assignments, LAA-35 Extension Call, DBI-43, SRPT-556 extension call, ADV-155 Extension field, RDUG-97 extension split assignment

changing, LAA-33 extension split assignments, LBA-88 extensions

moving between splits, LAA-35 split assignments, changing, ADM-246 splits, moving between, ADM-249

External Application Status feature, ADM-541 disabling, ADM-543 enabling, ADM-543

external applications starting or stopping, ADM-547 states, viewing, ADM-545

External Call, DBI-43 External Call History, CDES-28

authorize, SIMT-139 installing, SIMT-184

External Call History Interface, ECHI-33, ECHI-34 external CMS

interactions with BCMS, BCMS-14


Book ID Book Title








76

External Extn Out Calls, SRPT-342 external interfaces, BLD-35, UL5-38 external SCSI devices, BLD-37, UL5-40 EXTN, ODBC-203, DBI-170, SRPT-344, SRPT-347 Extn, SRPT-121, SRPT-124, SRPT-127, SRPT-132,

SRPT-163, SRPT-169, SRPT-271, SRPT-344, SRPT-347

Extn In Calls, SRPT-321, SRPT-330, SRPT-336, SRPT-341, SRPT-350, SRPT-353

Extn In Time, SRPT-321, SRPT-330, SRPT-350 Extn Out Calls, SRPT-321, SRPT-330, SRPT-337,


Extn Out Time, SRPT-321, SRPT-330, SRPT-350 EXTN_IN_TIME>, SRPT-330 EXTYPE, ODBC-241, ODBC-245, ODBC-246,

ODBC-248, ODBC-249, DBI-170 EXTYPE in the agent exception table, DBI-170 EXTYPE in the split/skill exception table, DBI-172 EXTYPE in the trunk group exception table, DBI-173 EXTYPE in the VDN exception table, DBI-174 EXTYPE in the vector exception table, DBI-175

F

f_cday, DBI-33, CRPT-93 f_cday table, ODBC-74 f_cdayrep, DBI-33, CRPT-93 f_cdayrep table, ODBC-74 FAC, LBA-63 Facility Busy Indication


Facility Restriction Levels (FRL) and Traveling Class Marks (TCM)

interactions Call Vectoring, ACD-129, ACD-131 Look Ahead Interflow (LAI), ACD-170

Facility Test Calls interactions

Call Vectoring, ACD-129 FACTIVE_AG, DBI-305 factory hardware installation procedures, SE35-185, UL5-191 FAGINRING, DBI-175, ADV-143, SRPT-187, SRPT-216 failure

data restore, LAN-71, LAN-73 system restore, LAN-73

FAILURES, ODBC-154, ODBC-164, DBI-176, SRPT-467 failures

voice response units (VRU), ACD-201 faulty disk

identifying, SIMT-287 FAVAILABLE, DBI-175, ADV-143 FBUSY, SRPT-556 FC-AL interface board, SE35-39, SE35-192 FCALLS, ODBC-216, DBI-176 FDISC, SRPT-556 Feature Access, LBA-31

user permissions, listing all, ADM-447 user permissions, modifying, ADM-449 user permissions, viewing, ADM-445

Feature Access (FAC) form, LBA-63


Book ID Book Title








77

feature access codes (FAC) agent login, ACD-59 skill changes, ACD-55

feature compatibility, ADV-47, ACD-139 features that work together, ADV-48, ADV-49,

LAA-135, LAA-136, ACD-141 feature doesn’t display, LBA-31 feature interactions, ADV-115

abandoned calls, ADV-119 Acceptable Service Level field, ADV-115 agent log in/log out, ADV-118, ADV-121 agent work states, ADV-119 Audix, ADV-119 auto available agent split/skills, ADV-119 Auto Reserve Agent, ADV-118 BCMS and VuStats, ADV-115 call coverage, ADV-121 call forwarding, ADV-121 call park, ADV-121 call pickup, ADV-121 conference/transfer, ADV-121 Direct Agent Calls, ADV-116 Dynamic Queue Position, ADV-120 extension calls and LOA, ADV-117 Least Occupied Agent, ADV-116 multiple call handling, ADV-118, ADV-119 multiple skill queuing, ADV-119 Percent Allocation, ADV-116 Percent Allocation Distribution, ADV-118 Predicted Wait Time, ADV-118 Redirect on no Answer, ADV-120 Service Level Supervisor, ADV-115, ADV-116 Service Objective, ADV-120 VDN of Origin Announcement, ADV-122 with adjunct routing, EAS-407 with announcement, EAS-411, BCS-162 with busy, EAS-412, BCS-163 with check digits, EAS-422, BCS-170 with check-backup, EAS-416, BCS-166 with converse-on, EAS-431 with disconnect, EAS-438, BCS-172 with goto step, EAS-427, EAS-444, BCS-175 with messaging, EAS-447, BCS-177 with queue-to, EAS-451, BCS-180 with route-to, EAS-458, BCS-184 with stop, EAS-463, BCS-187 with wait-time, EAS-468, BCS-190

Feature Packages, SIMT-184 External Call History, SIMT-184 Forecasting, SIMT-182 installing, SIMT-182, SIMT-238 set authorizations, SIMT-139

Feature-Related Parameters form, LAA-92 Feature-Related System Parameters, ACD-124 Feature-Related System Parameters form, ACD-134, ACD-294 Feature-Related System Parameters screen, BCMS-98 features, SE35-19

My World, VVUG-17 features of call vectoring, EAS-22, BCS-19

adjunct routing command, EAS-24 advanced vector routing, EAS-22 ANI/ii-digits, EAS-22 basic call vectoring, EAS-22, BCS-19 call prompting, EAS-23, BCS-19 look-ahead interflow, EAS-23


Book ID Book Title








78

fiber channel disk cabling, SE35-38 fiber-cable organizer, SE35-34 fiber-optic configurations, TPM-72 fiber-optic network hub unit, TPM-79 Field

Data Format, CRPT-66 Format, CRPT-66 Length, CRPT-66 Position, CRPT-66

field assistant, RDUG-138 select a field type, RDUG-139 select an input for your field, RDUG-142

field format options, RDUG-204, RDUG-206 Field menu item, RDUG-68, RDUG-70 Field Prompt, CRPT-58 Field Type, CRPT-59 Field With Data from More Than One

Table, CRPT-151 Fields

Assigning Row Search ID, CRPT-101 Changing Definition, CRPT-80 Changing Row Search ID, CRPT-105 Data Expressions for, CRPT-67 Defining, CRPT-66, CRPT-67, CRPT-69,

CRPT-70, CRPT-72, CRPT-73, CRPT-74, CRPT-75, CRPT-77, CRPT-78, CRPT-79

Defining Data Expression, CRPT-67 Formats for, CRPT-75 Highlighting, CRPT-111 Justifying Data in, CRPT-75 Position and Length, CRPT-67 Repeated, CRPT-97 Saving Definition, CRPT-79 Showing Run Time/Date and User

Inputs, CRPT-106 fields

ACD Name, RDUG-140 add input, RDUG-100 alignment, RDUG-68 Associated ACD, RDUG-104 create and insert, RDUG-137, RDUG-141 Default Value, RDUG-104 define, RDUG-92 Font, RDUG-205 Format, RDUG-205 format, RDUG-203, RDUG-206 Input Values, RDUG-142 Label (format), RDUG-205 Location on Field Format Options window, RDUG-205 Location on Legend tab, RDUG-172 Multi-value, RDUG-103 New Input, RDUG-117 pattern matching, RDUG-95 Prompt, RDUG-104 Report Data Start Time, RDUG-143 Report Input, RDUG-92 Show Value as Name, RDUG-205 Time Report Run, RDUG-144 Type, RDUG-103 Visible, RDUG-172, RDUG-205

fields that do not allow, ACD-125 File header, ECHI-12 File menu, VVUG-40 File name format, ECHI-12


Book ID Book Title








79

file system backup, SIMT-238 file-transfer program, ECHI-36 Fill Table by Column field, RDUG-46 Fill Table by Row field, RDUG-46 filter data group items, RDUG-39 filtering

VDNs Available for Selection, VVUG-74 vectors, VVUG-80, VVUG-83

FINACW, DBI-176, ADV-143, SRPT-187, SRPT-216 Financial Report

Financial Forecast Report Example, FCST-84 Financial Input Window, FCST-81 System Prerequisites, FCST-81

FINAUX, DBI-176, ADV-143, SRPT-216 Find One, SRPT-556 Find One button, SIGS-60 finding misplaced X.25 password, SIMT-355 Finish page in Report Wizard, RDUG-51 Finished button in Report Wizard, RDUG-23 first announcements, ACD-79 First call segment, ECHI-22 First call segment record table, ECHI-23 First Day of Week, ADM-24 First in/First out (FIFO), LAA-84 FIRSTIVECTOR, ECHI-24, ECHI-28 FIRSTVDN, ODBC-226, DBI-176, ECHI-19,

ECHI-25, ECHI-30 FIRSTVECTOR, ODBC-226, DBI-177, ECHI-19 fixed columns, RDUG-187 fixed rows, RDUG-187 flat file

CMS setup, SIMT-175 Flex Agents, SRPT-556 flex agents, ADV-155 Flex Agents (Active), SRPT-216 Flex Agents (AUX), SRPT-216 Flex Agents (Other), SRPT-216 Flex Agents Staffed, SRPT-156, SRPT-163,

SRPT-186 Flexible Routing, SRPT-556 Flow In, SRPT-451, SRPT-494, SRPT-497 Flow Out, SRPT-452, SRPT-494, SRPT-499, SRPT-556 flow, sequential, LAA-66 Flowins, LAA-80 Flowouts, LAA-80 FMCH, SRPT-556 FMETHOD, ODBC-214, DBI-177 folder

definition of, VVUG-99 FONACD, DBI-177, ADV-143, SRPT-187, SRPT-216 Font field, RDUG-205 font format, RDUG-210 fonts, RDUG-170, RDUG-171, RDUG-191 Fonts tab, RDUG-170, RDUG-191

change fonts, RDUG-171 choose font, RDUG-170, RDUG-191 field options, RDUG-170 fonts, RDUG-170, RDUG-191 use, RDUG-192

forced busy, ECHI-17 Forced Busy (FBUSY), ADV-155, SRPT-556 Forced Busy Calls, SRPT-476, SRPT-499 Forced Disc Calls, SRPT-477, SRPT-499 Forced disconnect, DBI-90


Book ID Book Title








80

forced disconnect, ECHI-17 Forced Disconnect (FDISC), ADV-155, SRPT-556 forced disconnects, ACD-81 forced first announcements, ACD-79 Forced Multiple Call Handling (FMCH), ADV-155,

SRPT-556 Forecast

capabilities of, ADM-22 Forecast Calls Carried

Algorithm For Intraday Forecasts, FCST-145 Algorithm For Special Day Forecasts, FCST-145 Algorithms, FCST-141 Definition, FCST-16, FCST-63 Forecast Methods, FCST-142

Forecast Data, CRPT-36 Including in Report, CRPT-144

forecast data, RDUG-58 Forecast Data Storage Allocation, HAU-46 Forecast Manager Administration

Forecast Manager Window, FCST-56 Guidelines, FCST-55 Start-Up Tasks, FCST-21 System Prerequisites, FCST-56

Forecast Menus Administration Forecast Submenu, FCST-24 Hypothetical Data Forecast Submenu, FCST-25 Hypothetical Forecast Submenu, FCST-25 Report Forecast Submenu, FCST-24

Forecast Methods Expected Calls, FCST-20 No Trending Definition, FCST-20 Seasonal Trending Definition, FCST-20

Forecast Reports, Guidelines, FCST-16 Forecast Terminology, FCST-16 Forecasting

Agent Positions Required Report, FCST-123 authorize, SIMT-139 Call Handling Profiles Administration, FCST-33 Costs Profiles Administration, FCST-46 Current Day Configuration Administration, FCST-40 Current Day Report, FCST-66 Description of Forecasting, FCST-13 Financial Report, FCST-80 Guidelines, FCST-16 Hypothetical Data, FCST-99 Hypothetical Financial Report, FCST-114 Hypothetical Report, FCST-108 installing, SIMT-182 Intraday Report, FCST-87 Longterm Report, FCST-73 Purpose of Forecasting, FCST-14 Special Day Report, FCST-93 Special Days Administration, FCST-59 Trunk Group Profile Administration, FCST-51 Trunk Performance Report, FCST-131 Trunks Required Report, FCST-127 Types of Forecasts, FCST-15

form Display Events, LAA-106 Feature-Related System Parameters, LAA-99

Format, ACD-321


Book ID Book Title








81

format chart reports, RDUG-157 charts in Report Wizard, RDUG-43 columns, RDUG-193 fonts, RDUG-191 tables, RDUG-186 text on the report, RDUG-211 title, RDUG-177

Format | Chart, RDUG-155 Format | Field, RDUG-203 Format | Table, RDUG-185 Format | Text, RDUG-209 Format Description, ACD-320 Format field, RDUG-193, RDUG-205 Format menu

Chart, RDUG-68 Field, RDUG-68 Sort by, RDUG-69 Table, RDUG-69 Text, RDUG-69

Format Number, ACD-318 Format of Fields, CRPT-66 Format tab, RDUG-193 Formats for Fields, CRPT-75 FORMULA, ODBC-239 Forward, CRPT-43 FOTHER, DBI-177, ADV-144, SRPT-216 Framework

definition of, VVUG-99 description, VVUG-37 using, VVUG-37

Free Space Allocation, ADM-549 contents, viewing, ADM-553 modifying, ADM-555 viewing, ADM-551

free space allocation, PUDM-28 Free Space Allocation window, LAA-59 Frequently Asked Questions, HAU-79 From Tables, CRPT-91 front panel, BLD-28, UL5-30, UL5-193 FSBE, HAAD-21 FSTAFFED, DBI-178, ADV-144, SRPT-156, SRPT-186, SRPT-225 FTE_AGENTS, DBI-305, SRPT-190 FTEA_AVAUX, DBI-305 full maintenance backup, LBA-24 Full Time Equivalent Agents Staffed, SRPT-190 fullex table, ODBC-74 functions

of basic call vectoring, EAS-106, BCS-52 of call prompting, EAS-186, BCS-74

functions of call prompting, EAS-186, BCS-74 Functions, Aggregate, CRPT-72

G

G3V4 Adv Route, ACD-297 G3V4 Enhanced, ACD-297 GBIC modules, SE35-173, SE35-210 General tab, RDUG-187

about, RDUG-159 background color, RDUG-159 changing chart parameters, RDUG-160


Book ID Book Title








82

field options, RDUG-159 fixed columns, RDUG-187 fixed rows, RDUG-187 Options, RDUG-159 orientation, RDUG-187 Real-Time, RDUG-159 Rolling Chart and Number of Data

Points, RDUG-159 show gridlines, RDUG-187

Generic 2 administering the link, SCAT-178 connecting

data modules, SCAT-66 DSUs, SCAT-86 IDI, SCAT-57

Generic 3 (R7 and later) administering a LAN, SCAT-109 connecting a LAN, SCAT-32

Generic 3r administering

data modules (R6 and earlier), SCAT-160 data modules (R7 and later), SCAT-169 IDI (R6 and earlier), SCAT-139 IDI (R7 and later), SCAT-145

connecting data modules, SCAT-63 IDI, SCAT-54 remote switch, SCAT-80, SCAT-86

Generic 3si administering

data modules (R6 and earlier), SCAT-150 data modules (R7 and later), SCAT-155 IDI (R6 and earlier), SCAT-131 IDI (R7 and later), SCAT-135

connecting data modules, SCAT-60 IDI, SCAT-50 remote switch, SCAT-70

generic string values synonyms, ADM-113 Get Contents button, SIGS-60 Global Access, CRPT-35 Global Dictionary, CDES-32

ACD Group Reporting, CDES-26 Glossary, TPM-249 GNAGINRING, DBI-178, ADV-144 GNAVAILABLE, DBI-178, ADV-144 GNDA_INACW, DBI-182, ADV-143 GNDA_ONACD, DBI-183, ADV-144 GNINACW, DBI-179, ADV-144 GNINAUX, DBI-179, ADV-144 GNINAUX0, ADV-144 GNINAUX1-9, ADV-144 GNONACD, DBI-179, ADV-144 GNONACDAUX-OUT, DBI-180 GNONACDAUXOUT, ADV-143 GNONACDOUT, DBI-181, ADV-143 GNONACWIN, DBI-181, ADV-143 GNONACWOUT, DBI-181, ADV-143 GNONAUXIN, DBI-182, ADV-143 GNONAUXOUT, DBI-182, ADV-143 GNOTHER, DBI-180, DBI-183, ADV-144 GNSKILL, DBI-184, ADV-144 GNSTAFFED, DBI-184, ADV-144


Book ID Book Title








83

Go To Vector, DBI-90 goto, LAA-85 goto command

differences between G2 and R5, EAS-553 example, EAS-122, BCS-65, BCS-66 neutral vector command, EAS-207 success/failure criteria, EAS-497, BCS-201 troubleshooting, EAS-506, BCS-207

goto step, LAA-77, EAS-300, BCS-86 goto step command, EAS-58, EAS-300, EAS-317,

EAS-439, BCS-48, BCS-86, BCS-105, BCS-173 neutral vector command, EAS-444

goto steps, VVIN-41 Goto vector

creating, VVUG-63 goto vector, LAA-77, EAS-300, BCS-86 goto vector command, EAS-58, EAS-300, BCS-48,

BCS-86 Goto Vector step, VVUG-62 GOTOCALLS, ODBC-175, DBI-184 GOTOTIME, ODBC-175, DBI-184 graphic conventions, SIGS-11 Graphical Active Agents Report, SRPT-184 Graphical Allocated Agents Report, SRPT-188 Graphical Reports

Introduction, SRPT-519 Graphical Skill Overload Report, LAA-148,

SRPT-210, SRPT-403 Graphical Staffing Profile Report, SRPT-213 Graphical Time Spent Report, SRPT-325 graphics, SIMT-139 Graphics+ I/O board, SE35-191 graphics, use of in this document, RDUG-17 Graphs, CRPT-80 Greatest Need, ADV-26, ADV-31, ADV-48, ADV-95,

ADV-155, LAA-135, ACD-140 description, LAA-112 example with Service Objective, LAA-118 example without Service Objective, LAA-118

Greatest Need with Service Objective, ADV-40, LAA-127, ACD-137 Greatest Need without Service Objective, ADV-40, LAA-127, ACD-137 grids, see tables Group Attendance Report, SRPT-329 Group AUX Report, SRPT-332 Group Summary Report, SRPT-334

H

hagent, DBI-32, CRPT-92 hagent table, ODBC-73 haglog, DBI-33 haglog table, ODBC-74 halts, ECHI-47 handling boards, SE35-67, SE35-195, SUN-22 handling multiple calls, EAS-45, BCS-38 hard drive partition values

boot disk, SIMT-392 data disk, SIMT-44, SIMT-394

Hardcoded Values, CRPT-95 Hardware

failures, HAU-22 platforms, HAU-20


Book ID Book Title








84

hardware components, BLD-53, UL5-59 external SCSI devices, BLD-37, UL5-40 required, LAN-16

Hardware documents, ODBC-16, DBI-25, ADV-18, LAA-19, LBA-16, CRPT-12, ECHI-9

hardware options, SE35-32 hardware requirements, VVIN-13 hardware, required, SIMT-192 hardware-related problems, SUN-137

CD-ROM drive failure failure to respond to commands, SE35-167,

SE35-168 diagnostic tools and resources, SUN-137 hard drive failure

failure to respond to commands, SE35-167, SE35-168

OpenBoot firmware, SUN-138 POST message diagnostics, SUN-137 system fails to boot properly, SUN-140

hcwc, DBI-33, CRPT-93 hcwc table, ODBC-74 HDATE1, ODBC-214 HDATE1-4, DBI-185 Header Option, RDUG-196 Headers tab, RDUG-196

Header Option, RDUG-196 Table Header, RDUG-196

headings create custom report, RDUG-41 edit data item, RDUG-175

headsets Agent Call Handling, ACD-68 automatic answering, ACD-68

HELD, ODBC-226, DBI-185, ECHI-19, ECHI-25, ECHI-29

Held Calls, SRPT-350, SRPT-353, SRPT-417 help, LBA-28

accessing, LAA-13 Help menu, RDUG-71, VVUG-41

About Avaya CMS Supervisor, RDUG-71 Contents, RDUG-71 technical support, RDUG-71

Help menu on Terminal Emulator, SIGS-66 Helpline, HAU-15

how to reach, ADM-18 Helplines, TPM-23 helplines, BLD-18, SE35-20, SCAT-17, HAAD-13, LAN-18, UL5-20 High, SRPT-205 high availability option, SCAT-22, SCAT-100 High Availability, defined, HAAD-16, HAU-17, HAU-79 HIGHCALLS, ODBC-86, DBI-185 Highlighting

Fields, CRPT-111 Options, CRPT-112

Highlighting Options Blinking, CRPT-112 Bright, CRPT-112 Default, CRPT-112 Dim, CRPT-112 Normal, CRPT-112 Reverse Video, CRPT-112 Underline, CRPT-112

Historical, CRPT-36


Book ID Book Title








85

historical create new query, RDUG-121 reports, RDUG-29

Historical Agent Reports, organization, SRPT-313 Historical Agent Reports, overview, SRPT-313 Historical Agent Trace Report, LAA-39 Historical Call Records Report, CDES-28 Historical Call Work Code Report, LAA-43 Historical Data, HAU-73 historical data

archiving, ADM-539 Historical Database, SRPT-557 historical database, ADV-156 Historical Database, Definition, SRPT-26 historical databases

storing, VVUG-15 summarizing, VVUG-15

Historical Other Reports, overview, SRPT-361 Historical Reports, SRPT-312, SRPT-374,

SRPT-557 Agent Attendance, SRPT-320 Agent AUX, SRPT-318 Agent Event Count, SRPT-323 Agent Graphical Time Spent, SRPT-325 Agent Group Attendance, SRPT-329 Agent Group AUX, SRPT-332 Agent Group Summary, SRPT-334 agent reports, SRPT-313 Agent Summary Report, SRPT-352 Agent Trace by Location Report, SRPT-357 Call Records Report, SRPT-363 Call Work Code Attendance, SRPT-370 Graphical Skill Overload Report, SRPT-403 Inbound/Outbound Summary, SRPT-339 introduction, SRPT-310 Login/Logout (Skill), SRPT-343 Login/Logout (Split), SRPT-346 organization, SRPT-309 overview, SRPT-309 presentation, SRPT-310 roadmap, SRPT-311 Split/Skill by Location Report, SRPT-418 Split/Skill Call Profile Report, SRPT-379 Split/Skill Graphical ASA Daily Report, SRPT-388 Split/Skill Graphical ASA Report, SRPT-382 Split/Skill Graphical Average Positions Staffed Report, SRPT-386 Split/Skill Graphical Call Profile Report, SRPT-391 Split/Skill Graphical Multi-ACD Service Level Report, SRPT-395 Split/Skill Graphical Service Level Report, SRPT-400 Split/Skill Graphical Time Spent Report, SRPT-406 Split/Skill Outbound Report, SRPT-409 Split/Skill Report, SRPT-348, SRPT-412 Split/Skill Summary Report, SRPT-424 System Graphical Maximum Delay Report, SRPT-432 System Multi-ACD by Split/Skill Report, SRPT-436 System Multi-ACD Report, SRPT-442 System Report, SRPT-447 System Reports, SRPT-430 Trunk Group Report, SRPT-465 Trunk Group Summary Report, SRPT-468 Trunk Report, SRPT-462 Trunk/Trunk Group Busy Hour Report, SRPT-459 Trunk/Trunk Group Reports, SRPT-454 VDN Busy Hour Report, SRPT-475


Book ID Book Title








86

VDN Call Profile Report, SRPT-478 VDN Graphical Busy/Abandon/Disconnect Com-

parison Report, SRPT-482 VDN Graphical Call Profile Report, SRPT-485 VDN Graphical Service Level Report, SRPT-489 VDN Multi-ACD Flow Report, SRPT-492 VDN Report, SRPT-496 VDN Reports, SRPT-472 VDN Skill Preference Report, SRPT-501 Vector Report, SRPT-505, SRPT-508

historical reports, ADV-156 definition, BCMS-51

Historical Reports, Definition, SRPT-26 Historical Reports, introduction, SRPT-310 Historical Reports, organization, SRPT-309 Historical Reports, overview, SRPT-309 Historical Reports, presentation, SRPT-310 Historical Reports, roadmap, SRPT-311 Historical Split report, ACD-203 Historical System Reports, general

information, SRPT-430 Historical System Reports, selector

window, SRPT-431 Historical Trunk/Trunk Group Reports, general

information, SRPT-454 Historical Trunk/Trunk Group Reports, selector

window, SRPT-455 Historical VDN Reports, general

information, SRPT-472 Historical VDN Reports, selector window, SRPT-473 Historical Vector Report, general

information, SRPT-505 Historical Vector Report, selector window, SRPT-505 Historical, Defining Report as, CRPT-36 HOLD, ADV-156, SRPT-557 Hold, DBI-43, SRPT-359

interactions Automatic Call Distribution (ACD), ACD-88 Call Prompting, ACD-122 Service Observing, ACD-230 VDN of Origin Announcement (VOA), ACD-255 Voice Response Integration (VRI), ACD-262

Hold Tracking (G3, G2, System 85), DBI-90 HOLDABN, ODBC-226, DBI-185, ECHI-20, ECHI-24, ECHI-29 HOLDABNCALLS, ODBC-86, ODBC-125, ODBC-189, DBI-186 HOLDACDCALLS, ODBC-189, DBI-186 HOLDACDTIME, ODBC-125, ODBC-189, DBI-186 Hold—Automatic

interactions Multiple Call Handling (MCH), ACD-176 Voice Response Integration (VRI), ACD-262

HOLDCALLS, ODBC-86, ODBC-126, ODBC-189, DBI-187, SRPT-350, SRPT-417 HOLDTIME, ODBC-86, ODBC-126, ODBC-189, DBI-187, SRPT-351, SRPT-417 holiday

table, EAS-320, BCS-108 vectoring, EAS-317, BCS-105 vectors, EAS-322, BCS-110

Holiday step, VVUG-58 Holiday Table, ACD-124 Holiday table, ACD-298

Create a new, EAS-320, BCS-108 Holiday Table form, ACD-298, ACD-299 holiday vectoring, LAA-69


Book ID Book Title








87

HOME variable creating, VVIN-15

horizontal bar chart, select, RDUG-179 horizontal table orientation, RDUG-187 host routing, ACD-156 hosts file, SIMT-159 How CentreVu CMS Retrieves Data, CRPT-23 How CentreVu CMS Stores Data, CRPT-19 HSI cabling

Blade 100, SCAT-29 Enterprise 3500/3000 and

SPARCserver, SCAT-27 Ultra 5, SCAT-29

HSI card, SE35-78, SE35-81, SUN-33, SUN-36, SUN-88, SUN-91

ACD switch links, BLD-70, SE35-79, SUN-34, SUN-89, UL5-77

installing first card, BLD-68, SE35-77, UL5-75 second card, BLD-71, SE35-80, UL5-78 software and patches, BLD-70, SE35-79,

UL5-77 HSI software and patches, SCAT-193 HSI/P card, BLD-68, BLD-69, BLD-72, UL5-75,

UL5-77, UL5-79 HSI/P driver installation, SIMT-74 HSI/S driver installation, SIMT-71 hsplit, DBI-32, CRPT-92 hsplit table, ODBC-73 htkgrp, DBI-32, CRPT-92 htkgrp table, ODBC-73 htrunk, DBI-32, CRPT-92 htrunk table, ODBC-73 http

//support.lucent.com, LAA-23, LBA-19 Hunt Group, ACD-124 hunt group

collection of data, BCMS-37 Hunt Group form, ACD-134, ACD-301 Hunt Group night destination, EAS-312, BCS-98 Hunt Group Queue, EAS-310, BCS-96 Hunt Group screen, BCMS-13 hunt group types, ADV-84, LAA-139

group type, ACD-136 Hunt Groups

ACD splits, ACD-75 interactions

VDN in a Coverage Path, ACD-249 VDN of Origin Announcement (VOA), ACD-256 Voice Response Integration (VRI), ACD-262

hvdn, DBI-32, CRPT-92 hvdn table, ODBC-73 hvector, DBI-32, CRPT-92 hvector table, ODBC-73 Hypothetical Data

Copy Historical Data, FCST-100 Copy Historical Data Window, FCST-101 Edit and View Hypothetical Data, FCST-102 Guidelines, FCST-100 Setting Up, FCST-99 System Prerequisites, FCST-100


Book ID Book Title








88

Hypothetical Financial Report Financial Report Input Window, FCST-115 Hypothetical Financial, FCST-118 Hypothetical Financial Forecast Report

Example, FCST-118 Hypothetical Report

Hypothetical Forecast Report Description, FCST-112

Hypothetical Forecast Report Example, FCST-111

Report Input Window, FCST-109 System Prerequisites, FCST-108

I

I, DBI-98 I/O board, SE35-42 I/O cards, BLD-42, BLD-55, BLD-57, BLD-62,

BLD-63, BLD-64, BLD-69, SE35-53, SE35-73, SE35-78, SUN-29, SUN-33, SUN-83, SUN-88, UL5-48, UL5-61, UL5-63, UL5-65, UL5-68, UL5-70, UL5-71, UL5-76, UL5-208

Enterprise 3000, SUN-28 installing, SE35-74, SE35-207 removing, SE35-74, SE35-207 system name, SE35-54

I_ACDAUX_OUTTIME, ODBC-87, ODBC-126, DBI-188

I_ACDAUXINTIME, ODBC-86, ODBC-126, DBI-188 I_ACDOTHERTIME, ODBC-87, ODBC-127, DBI-188 I_ACDTIME, ODBC-87, ODBC-127, DBI-100,

DBI-189, SRPT-321, SRPT-330, SRPT-337, SRPT-349, SRPT-415, SRPT-421, SRPT-441, SRPT-453, SRPT-521, SRPT-527, SRPT-547

I_ACDTIME_R1, DBI-98, DBI-189 I_ACDTIME_R2, DBI-98, DBI-190 I_ACWINTIME, ODBC-88, ODBC-127, DBI-190, SRPT-321, SRPT-330, SRPT-350 I_ACWOUTTIME, ODBC-89, ODBC-127, DBI-190, SRPT-321, SRPT-330, SRPT-350 I_ACWTIME, ODBC-89, ODBC-128, DBI-100, DBI-191, SRPT-321, SRPT-330, SRPT-337, SRPT-349,

SRPT-415, SRPT-421, SRPT-441, SRPT-453, SRPT-521, SRPT-527 I_ACWTIME_R1, DBI-98 I_ACWTIME_R2, DBI-98, DBI-192 I_ARRIVED, ODBC-189, DBI-192 I_AUXINTIME, ODBC-90, ODBC-128, DBI-192, SRPT-321, SRPT-330, SRPT-350 I_AUXOUTTIME, ODBC-90, ODBC-129, DBI-193, SRPT-321, SRPT-330, SRPT-350 I_AUXSTBYTIME, DBI-98, DBI-102, DBI-193 I_AUXSTBYTIME_R1, DBI-98, DBI-100, DBI-194 I_AUXSTBYTIME_R2, DBI-98, DBI-100, DBI-194 I_AUXTIME, ODBC-91, ODBC-129, DBI-100, DBI-195, SRPT-408, SRPT-422 I_AUXTIME_R1, DBI-98, DBI-195 I_AUXTIME_R2, DBI-98, DBI-196 I_AUXTIME0, ODBC-91, DBI-196, SRPT-408 I_AUXTIME1-9, ODBC-91, DBI-196, SRPT-408 I_AVAILTIME, ODBC-91, ODBC-130, DBI-197, SRPT-408, SRPT-416, SRPT-422 I_DA_ACDTIME, ODBC-91, ODBC-131, DBI-197, SRPT-321, SRPT-330, SRPT-337, SRPT-349, SRPT-415,

SRPT-421, SRPT-521, SRPT-527 I_DA_ACWTIME, ODBC-92, ODBC-131, DBI-197, SRPT-321, SRPT-330, SRPT-337, SRPT-349, SRPT-415,

SRPT-421, SRPT-521, SRPT-527 I_INOCC, ODBC-155, ODBC-164, DBI-198, SRPT-467 I_NORMTIME, ODBC-92, DBI-198, ADV-144, SRPT-405, SRPT-538 I_OL1TIME, ODBC-92, DBI-199, ADV-144, SRPT-405, SRPT-538 I_OL2TIME, DBI-199, ADV-144, SRPT-405, SRPT-538


Book ID Book Title








89

I_OTHERSTBYTIME, DBI-98, DBI-102, DBI-199 I_OTHERSTBYTIME_R1, DBI-98, DBI-100, DBI-200 I_OTHERSTBYTIME_R2, DBI-98, DBI-100, DBI-200 I_OTHERTIME, ODBC-134, DBI-94, DBI-100,

DBI-201, SRPT-408, SRPT-416, SRPT-422 I_OTHERTIME_R1, DBI-98, DBI-202 I_OTHERTIME_R2, DBI-98, DBI-202 I_OUTOCC, ODBC-155, ODBC-165, DBI-203,

SRPT-467 I_RINGTIME, ODBC-96, ODBC-135, DBI-100,

DBI-203, SRPT-135, SRPT-321, SRPT-326, SRPT-330, SRPT-337, SRPT-408, SRPT-415, SRPT-421, SRPT-527

I_RINGTIME_R1, DBI-98, DBI-204 I_RINGTIME_R2, DBI-98, DBI-204 I_STAFFTIME, ODBC-97, ODBC-135, DBI-100,

DBI-204, SRPT-416, SRPT-422, SRPT-441, SRPT-453

I_STAFFTIME_R1, DBI-205 I_STANDBYTIME, DBI-205 I_SUM_TIME, DBI-305 I_TAUXTIME, ODBC-97, DBI-205 I_TAVAILTIME, ODBC-97, DBI-205 I_TOTHERTIME, DBI-205 icon for Report Wizard, RDUG-26 icons, SIGS-59 identify down chunks, SIMT-286 identify PCI cards, BLD-42, UL5-48 identifying

hardware components, SE35-188 I/O cards, SE35-53 system boards, SE35-189

identifying caller needs call prompting/VRU digits, EAS-351 direct agent calling, EAS-351 DNIS/ISDN called party, EAS-350 example prompts, EAS-351 host database lookup, EAS-351 methods of, EAS-349 table of services and DNIS digits, EAS-350

identifying device entry names for ports on Aurora expander box, SPARCserver, SUN-92 identifying link problems

backing out HSI/P patch, SCAT-193 HSI/S patch, SCAT-198

checking cabling, SCAT-210 LEDs, SCAT-207 RS-232 to RS-422 interface converter, SCAT-207 status of LAPB, SCAT-203 switch administration, SCAT-210

monitoring LAPB protocol, SCAT-204 X.25 protocol, SCAT-204

removing HSI/P

patch, SCAT-193 software driver, SCAT-194

HSI/S patch, SCAT-198 software driver, SCAT-199

stopping and starting individual links, SCAT-204 X.25, SCAT-206


Book ID Book Title








90

Identifying Port Problems Checking Port Administration, TPM-158 Checking Port Connectivity, TPM-157 NTS Port Problems

Replacing the NTS, TPM-156 Resetting NTS Ports, TPM-158 Resetting Port(s) to Default

Configuration, TPM-158 Storing Port Configurations, TPM-159

IDI administration

Generic 2, SCAT-178 Generic 3r

R6 and earlier, SCAT-139 R7 and later, SCAT-145

Generic 3si R6 and earlier, SCAT-131 R7 and later, SCAT-135

connections Generic 2, SCAT-57 Generic 3r, SCAT-54 Generic 3si, SCAT-50

IDLE, ADV-156, SRPT-557 idle agent queue, ADV-156 IDLE trunk state name, RDUG-99 IDS, SIMT-111

turning on and off, SIMT-239, SIMT-245 II, SRPT-557 II_DIGITS, ODBC-250, DBI-206 ii-digits

table of those currently available, EAS-145 values associated with them, EAS-144

ii-digits routing, EAS-144 uses for, EAS-144

IL Number, HAU-15 ILN, DBI-206 ILS, SIMT-117 import archive file

overwriting duplicates, VVUG-84 selecting, VVUG-82

Import Archive File window, VVUG-82 Import Export Wizard

buttons, VVUG-78 Export Archive File window, VVUG-81 Import Archive File window, VVUG-82 opening, VVUG-78

Import Export wizard, VVIN-52 improving

performance, EAS-627, BCS-243 service, EAS-43, BCS-37 the average speed of answer, EAS-26, BCS-21

INACW, SRPT-148, SRPT-190, SRPT-247, SRPT-258, SRPT-540 INACW (real-time), DBI-206 INAUX, DBI-206, SRPT-149, SRPT-194, SRPT-248, SRPT-259, SRPT-540 INAUX (real-time), DBI-206 INAUX0, DBI-207, SRPT-194 INAUX1-9, DBI-207, SRPT-194 INBOUND (real-time), DBI-207


Book ID Book Title








91

Inbound Call Management (ICM), ACD-151 to ACD-157

adjuncts, ACD-151, ACD-156 applications

adjunct applications, ACD-153 agent data screen delivery, ACD-153 Call Prompting, ACD-153 Calling Party Number/Billing Number

(CPN/BN), ACD-153 direct agent calling (DAC), ACD-153 voice response units (VRU), ACD-153

configurations, ACD-154, ACD-155 considerations, ACD-157 CONVERSANT voice information system

(CVIS), ACD-151 displays, ACD-151 forms, ACD-151 host applications, ACD-151 host routing, ACD-156 integration with speech delivery, ACD-155 interactions

Call Prompting, ACD-122, ACD-157 direct agent calling (DAC), ACD-157 Look Ahead Interflow (LAI), ACD-170 Priority Calling, ACD-157 Redirection on No Answer (RONA), ACD-210

Inbound Calls, SRPT-467, SRPT-476, SRPT-493, SRPT-497, SRPT-502

Inbound CCS, SRPT-467 Inbound/Outbound Report, SRPT-339 INBOUND_ACDCALLS, DBI-305 INCALLS, ODBC-155, ODBC-165, ODBC-175,

ODBC-189, DBI-208, SRPT-280, SRPT-282, SRPT-288, SRPT-467, SRPT-480, SRPT-481, SRPT-493, SRPT-497, SRPT-502

include a status bar, RDUG-69 include exclude list, LAN-26, LAN-66 INCOMPLETE, ODBC-98, ODBC-135, ODBC-155, ODBC-165, ODBC-175, ODBC-190, ODBC-201, DBI-208 Increased BSR Application Plans, CDES-18

CMS support, CDES-25 increasing revenues, ADV-62 Incremental backup, HAU-67 Index

What is It?, CRPT-22 index column, RDUG-224 Individual Attendant Access

interactions Automatic Call Distribution (ACD), ACD-88 Call Vectoring, ACD-130

INFLAG, ODBC-203, DBI-210 inflow vector, LAA-87 INFLOWCALLS, ODBC-99, ODBC-175, ODBC-190, DBI-210, SRPT-292, SRPT-297, SRPT-451, SRPT-494,

SRPT-497 Information Forwarding, ACD-158 to ACD-162

Administering UUI Transport, ACD-158 Determining User Information Needs, ACD-161 interactions

Best Service Routing, ACD-162 Shared UUI Administration, ACD-159 Support of New Features, ACD-161 Testing, ACD-161 Troubleshooting, ACD-162


Book ID Book Title








92

information forwarding determining user information needs, EAS-158 enhanced information forwarding, EAS-155

backward compatibility, EAS-157 benefits of, EAS-152 call-related information, EAS-155 collected digits, EAS-155 global support, EAS-156 in-VDN time, EAS-156

function, EAS-151 network requirements, EAS-154 troubleshooting, EAS-161

Information Indicator (II), ADV-156, SRPT-557 information messages, Terminal Emulator, SIGS-83 Information Report, SRPT-519 INFORMIX, SRPT-557, HAU-71

Accessing, CRPT-132 Adding Data to the Table, CRPT-139 Building Tables, CRPT-133 Columns in a Table, Adding, CRPT-141 Columns in a Table, Changing, CRPT-141 Columns in a Table, Deleting, CRPT-141 Data in a Table, Adding, CRPT-142 Data in a Table, Changing, CRPT-142 Data in a Table, Deleting, CRPT-142 Data Types, CRPT-136

Informix environment set up, SIMT-108 IDS installation, SIMT-111 ILS installation, SIMT-117 initializing, SIMT-127 Runtime ESQL installation, SIMT-114 SQL installation, SIMT-108 tunables, SIMT-207

Informix Dynamic Server (IDS), ADM-549 Informix Software, Inc.INFORMIX®

interface to historical database, ADM-20 INFORMIX SQL, SRPT-557 initializing

Informix IDS, SIMT-127 INPROGRESS, SRPT-296 INPROGRESS (real-time), DBI-211 Input Field Type,Defining, CRPT-59 Input Fields, CRPT-55

Accessing Define Input Window, CRPT-56 Associating an ACD with the Variable Field, CRPT-62 Changing, CRPT-65 Columns, CRPT-59 Default Value, CRPT-59 Defining, CRPT-55, CRPT-56, CRPT-62, CRPT-63 Order of, CRPT-64 Pattern Matching, CRPT-62 Prompt, CRPT-58 Rows, CRPT-59 Saving a Variable Field, CRPT-63 Single Value or Range/List, CRPT-59 Variable Names for, CRPT-57

Input Fields That Allow Pattern Matching, CRPT-62 Input Prompts fields, RDUG-47 input types, RDUG-100 Input Value fields, RDUG-142 Input Variables, CRPT-90 input window, RDUG-108

scripting, ADM-220


Book ID Book Title








93

input window features, VVUG-19 input windows, VVUG-51 input, edit, RDUG-91 Input/Output palette, VVIN-43 Inputs field, RDUG-68 inputs for multi-ACD reports, RDUG-105 Inputs list, RDUG-100 INQUEUE, SRPT-535, SRPT-540 INQUEUE (real-time), DBI-212 INRING, SRPT-535, SRPT-540 INRING (real-time), DBI-212 Insert, CRPT-45 insert

ACD Name field on the report, RDUG-140 chart on a report, RDUG-133 data item fields on the report, RDUG-141 Input Value fields on the report, RDUG-142 Report Data Start Time field on the

report, RDUG-143 table on the report, RDUG-147 text on the report, RDUG-153 Time Report Run field on the report, RDUG-144

Insert | Chart, RDUG-131 Insert | Field, RDUG-137 Insert | Table, RDUG-145 Insert | Text, RDUG-151 Insert menu, RDUG-70

Chart, RDUG-70 Field, RDUG-70 Table, RDUG-70 Text, RDUG-70

inserting vector steps, EAS-33, BCS-25 Inside field, RDUG-167 install, ECHI-36 Install/Uninstall tab, SIGS-40 Installation

Desktop Computer Client, ODBC-46 for Windows 95 and NT 4.0, ODBC-47 for Windows NT 3.51, ODBC-47 System Requirements, ODBC-46

Server, ODBC-30 System Requirements, ODBC-30

Solaris client, ODBC-40 Procedure, ODBC-41 System Requirements, ODBC-40

installation custom vs. typical, SIGS-30 languages, SIGS-30 PC requirements, SIGS-24 procedures

main application files, VVIN-25 shared network clients, VVIN-30 Visual Vectors Server Software, VVIN-17

starting, SIGS-36 support, SIGS-19 Terminal Emulator, SIGS-74 tips, SIGS-19 types, described

local, VVIN-11, VVIN-23 shared network client, VVIN-12, VVIN-23

Installation and Configuration Overview, ODBC-29 installation checklist, BLD-19, UL5-21


Book ID Book Title








94

installation related problems, SIMT-353 checking installed Solaris patches, SIMT-274 using pkgchk command, SIMT-360

Installing, ECHI-34 installing, BLD-68, UL5-75

auxiliary peripheral power supply, SE35-212 Bay Networks Annex NTS drivers, SIMT-80 boards, SE35-68, SE35-196, SUN-23 CMS patches, SIMT-249, SIMT-250 CPU, BLD-120, SE35-133, SUN-80, UL5-145 disk drives, SE35-84, SE35-199 DiskSuite, SIMT-100 External Call History, SIMT-184 Feature Packages, SIMT-184, SIMT-238 fiber cable organizer, SE35-34 first HSI card


Forecasting, SIMT-182 GBIC modules, SE35-210 HSI card

adding a second HSI card, SE35-80 installing the first HSI card, SE35-77

HSI software and patches, BLD-70, UL5-77 Enterprise 3000, SUN-34 SPARCserver, SUN-89

I/O cards, BLD-57, BLD-62, BLD-63, BLD-64, BLD-69, SE35-78, SE35-207, SUN-29, SUN-33, SUN-83, SUN-88, UL5-63, UL5-65, UL5-68, UL5-70, UL5-71, UL5-76, UL5-208


memory, BLD-120, SE35-130, SE35-201, SE35-204, UL5-145, UL5-203

power/cooling module, SE35-211 remote console modem, SE35-48 second HSI card


second internal disk drive, BLD-82, UL5-90, UL5-195 SIMMs, SE35-130, SE35-204

INT_AUXTIME, DBI-305 integrated

create new query, RDUG-123 reports, RDUG-29

Integrated Agent Reports, SRPT-516 Integrated Agent Reports, overview, SRPT-516 Integrated Directory

interactions Call Vectoring, ACD-130 Service Observing, ACD-229 VuStats, ACD-274

Integrated Reports Agent Information, SRPT-519 Agent input fields, SRPT-518 Agent Reports, SRPT-516 Agent selector window, SRPT-517 Graphical Call Handling, SRPT-545 Graphical Split/Skill View, SRPT-539 Split/Skill report input fields, SRPT-533 Split/Skill report selector window, SRPT-532 Split/Skill Reports, SRPT-531 VDN Report, SRPT-543


Book ID Book Title








95

VDN Report input fields, SRPT-544 VDN Report selector window, SRPT-543

Integrated Reports, Definition, SRPT-26, SRPT-514 Integrated Reports, roadmap, SRPT-514 Integrated Services Digital Network, ECHI-15 Integrated Services Digital Network

(ISDN), ADV-156, SRPT-557 Integrated Split/Skill Reports, SRPT-531 Integrated Split/Skill Reports, general

information, SRPT-531 Integrated VDN Report, general

information, SRPT-543 Inter-PBX Attendant Service (IAS)


Interactive Scripts, HAU-48 interactive scripts, LBA-46 Intercept Treatment


Intercom—Dial interactions

Automatic Call Distribution (ACD), ACD-88 Interflow, EAS-119, BCS-63 Interflow VDN, ACD-284 Interflow VDN field, LAA-102 interflow vector, LAA-104 Interflow, Lookahead, LAA-83 INTERFLOWCALLS, ODBC-100, ODBC-176,

ODBC-190, DBI-213, SRPT-494 interflowed, ECHI-17 interflow-qpos command, LAA-90 Interflow-qpos EWT Threshold, ACD-290 Interflow-Qpos EWT Threshold field, LAA-92 Internal Automatic Answer (IAA)


Internal Call History, CDES-28 Internet Call Center, HAU-25 internet protocol (IP) addresses, TPM-90, TPM-96 Inter-PBX Attendant Service (IAS)


interpolation equation, BCMS-114 interval

intrahour, ADM-573 intrahour, changing, ADM-576

Interval Reports, SRPT-312 Interval-based data, definition, ODBC-69, DBI-35 Interval-Based Items, SRPT-557 interval-based items, ADV-156 intervals

storage, ADM-573 storage, viewing, ADM-575

INTERVL_END_TIME, DBI-305 INTIME, ODBC-156, ODBC-165, ODBC-176, ODBC-191, DBI-213, SRPT-467, SRPT-500 Intraday Report

Definition, FCST-156 Intraday Forecast Report Description, FCST-90 Intraday Forecast Report Example, FCST-90 Intraday Input Window, FCST-88 System Prerequisites, FCST-88


Book ID Book Title








96

Intraflow and Interflow, ACD-162 to ACD-165 ACD call redirection options, ACD-162 interactions

Automatic Call Distribution (ACD), ACD-89 Call Coverage, ACD-165 Call Vectoring, ACD-130 Temporary Bridged Appearance, ACD-165

Intrahour Interval, DBI-91, SRPT-557 intrahour interval, ADV-156, LAA-61, ADM-573

changing, ADM-576 Introduction, DBI-97 introduction to Report Designer, RDUG-13 INTRVL, ODBC-100, ODBC-136, ODBC-156,

ODBC-166, ODBC-176, ODBC-191, ODBC-202, ODBC-217, DBI-214, SRPT-324, SRPT-502

INVECTOR (real-time), DBI-216 inventory of parts, SE35-27, SE35-187 IP addresses for NTS, SIMT-213 IP trunk member port-ID

trunk member port ID conversion, ACD-119 ISDN, ECHI-15

interactions Voice Response Integration (VRI), ACD-262

Item field, RDUG-193 ITEM_NAME, ODBC-235, ODBC-237, ODBC-239 ITEM_TYPE, ODBC-237 ITEM_TYPE (index), ODBC-235, ODBC-239 ITN (index), DBI-216

J

Justifying Data, CRPT-75

K

keeping records, LBA-87 Key Combinations, CRPT-42 KEYBD_DIALED, ODBC-211, DBI-216 keyboard, SE35-46 keyboard commands, BLD-148, SE35-158, SUN-141, UL5-173 keyboard gets unplugged, SUN-161 Keyword AVG Invalid in Where Clause, CRPT-121 Keyword BETWEEN Invalid for Real-Time, CRPT-121 Keyword COUNT Invalid in Where Clause, CRPT-121 Keyword MAX Invalid in Where Clause, CRPT-121 Keyword MIN Invalid in Where Clause, CRPT-121 Keyword SUM Invalid in Where Clause, CRPT-122 Keyword SYN Invalid in Where Clause, CRPT-122 Korn shell, SIMT-52

L

Label field, RDUG-205 labels table, RDUG-174 LAI, LAA-71, ACD-297

function, EAS-203


Book ID Book Title








97

LAN, ECHI-42, ECHI-45, ECHI-47 connections, hardware, HAAD-22 connectivity options, HAAD-20 overview, HAAD-42

LAN (R7 and later) administration, SCAT-109 connections, SCAT-32

LAN backup initial software configuration, LAN-20 support, LAN-16

LAN Backup/Restore of CMS, CDES-27 language installation, SIGS-30 Language support, CDES-29 languages on operating systems, SIGS-16, SIGS-30 LAPB, SCAT-203, SCAT-204 Last coverage point in a coverage path, EAS-312,

BCS-98 LAST_TIME, ODBC-233, ODBC-234 LASTCWC, ODBC-226, DBI-216, LAA-42, LBA-60,

CDES-28, ECHI-11, ECHI-20, ECHI-26, ECHI-31 LASTDIGITS, ODBC-227, DBI-217, ECHI-20,

ECHI-26, ECHI-31 LASTOBSERVER, ODBC-227, DBI-217, ECHI-20,

ECHI-25, ECHI-30 latest VDN, EAS-52, BCS-43 LDN and trunk night destination, EAS-312, BCS-98 Least, ADV-35 Least Occupied Agent (LOA), ADV-35, ADV-156,

LAA-122, ACD-145 administering, ADV-92 extension calls, ADV-36 feature interactions, ADV-116 separate customer option, ADV-117 where administered, ADV-83, LAA-138, ACD-134

Leave Word Calling (LWC) interactions

Call Vectoring, ACD-130 Expert Agent Selection (EAS), ACD-150 Service Observing, ACD-230

leaving a message, EAS-22, EAS-40, EAS-118, BCS-19, BCS-34, BCS-62 LED status patterns, BLD-149, SE35-159, UL5-174 Left field, RDUG-168 Legend tab

about, RDUG-172 field options, RDUG-172 format chart legend, RDUG-173 Location, RDUG-172 Visible, RDUG-172

legends, format, RDUG-173 Length of Fields, CRPT-66 length of time that the oldest call has been queued, BCMS-110 Lenth, CRPT-67 LEVEL, DBI-217, DBI-296, ADV-144, SRPT-521 Level, SRPT-132, SRPT-170, SRPT-220, SRPT-227, SRPT-229, SRPT-233, SRPT-271 levels of data groups in Report Wizard, RDUG-33 line chart, select, RDUG-179 link, SIMT-222

busying out, PUDM-70 moving, PUDM-70

linkex, DBI-33, CRPT-93 linkex table, ODBC-74 linking an Application Plan to a primary VDN, LAA-102 List

Variables, CRPT-90


Book ID Book Title








98

list all action item, LBA-38 list commands

purpose, BCMS-22 List Devices button, SIGS-60 list history, LAA-79 List Trace Advocate, ADV-156 list trace ewt, LAA-79 list trace vec, LAA-79 Listen/Talk Access Code, LBA-63 listing

scheduled reports, BCMS-104 listing agent trace data, LAA-38 listing agents in an agent group, ADM-54 listing all announcements on an ACD, ADM-72 listing all AUX reason code names, ADM-79 listing existing vectors, EAS-30, BCS-24 LOA, ACD-134

Expert Agent Distribution (EAD-LOA), LAA-123 overview, LAA-122 Uniform Call Distribution (UCD-LOA), LAA-123

load balancing, EAS-23 optimal, EAS-203

load_all, SIMT-250 LOC_ID, ODBC-136, ODBC-166, ODBC-204,

ODBC-211, DBI-217, SRPT-194, SRPT-198, SRPT-229, SRPT-233, SRPT-261, SRPT-269, SRPT-302, SRPT-306, SRPT-358, SRPT-419

local console, BLD-130, SE35-138, SUN-132, SIMT-220, SIMT-366, UL5-154

local installation definition, SIGS-26 from the CD-ROM, SIGS-31 from the network, SIGS-32

Location, DBI-90, SRPT-557 location, ADV-157, ECHI-43 Location field on Field Format Options

window, RDUG-205 Location fields on Legend tab, RDUG-172 Location fields on Title tab, RDUG-176 Location ID, SRPT-194, SRPT-198, SRPT-229, SRPT-233, SRPT-261, SRPT-269, SRPT-302, SRPT-306,

SRPT-358 Location ID (agents), ODBC-266 Location ID field, RDUG-98 Location ID for Agents, ADV-157, SRPT-558 Location ID for Trunks, ODBC-266, ADV-157, SRPT-558 Location IDs, SRPT-419 location IDs, ADM-117 Location IDs on the switch and Supervisor, SRPT-25 Location Name, ACD-284 Location Name field, LAA-101 Location Number, ODBC-267, ACD-284 Lock, ACD-283, ACD-296 Logged-in Agent/Skill Pairs

CMS support, CDES-20, CDES-24 logging in, BCMS-15, BCMS-16

to a new server, VVUG-18, VVUG-38 to an existing server, VVIN-37 to existing server, VVUG-18, VVUG-38

logging into CMS, SIGS-76 to SIGS-77 using CentreVu Terminal Emulator, LBA-24

logging off, BCMS-15 steps, BCMS-17

logging out of CMS, SIGS-78 using CentreVu Supervisor, LBA-25 using CentreVu Terminal Emulator, LBA-25


Book ID Book Title








99

Logical Agent, ADV-157, SRPT-558 logical agent, EAS-344 logical agent IDs, ACD-219 LOGID, ODBC-204, ODBC-243, ODBC-246,

ODBC-250, DBI-219, SRPT-141, SRPT-194, SRPT-198, SRPT-220, SRPT-226, SRPT-242, SRPT-254, SRPT-261, SRPT-271, SRPT-321, SRPT-324, SRPT-326, SRPT-330, SRPT-335, SRPT-340, SRPT-349, SRPT-353, SRPT-358, SRPT-413, SRPT-419, SRPT-521, SRPT-527, SRPT-535, SRPT-540

LOGID (index), ODBC-136, ODBC-211 LOGIN, ODBC-204, DBI-220, SRPT-344, SRPT-347 login

warnings, LBA-24 login ACD, LBA-30 Login ID, SRPT-121, SRPT-124, SRPT-127,

SRPT-132, SRPT-163, SRPT-169, SRPT-194, SRPT-198, SRPT-229, SRPT-233, SRPT-261, SRPT-271, SRPT-302, ACD-277, ACD-286

login ID, LBA-23, LBA-29 Login ID field, RDUG-98 login ID name

adding, ADM-125 deleting, ADM-129 listing, ADM-127 modifying, ADM-128 viewing, ADM-126

login ID names, ADM-123 login IDs, PUDM-19 login prompt on Terminal Emulator, SIGS-77 Login Skills, SRPT-243 login status, VVUG-44 Login Time, SRPT-344, SRPT-347 login type, LBA-30 Login/Logout (Skill) Report, SRPT-343 Login/Logout (Split) Report, SRPT-346 LoginID for ISDN Display, ACD-279 logins

Agent Call Handling, ACD-59 Auto Available Split (AAS), ACD-72 Automatic Call Distribution (ACD), ACD-59 Expert Agent Selection (EAS), ACD-146

LOGOFF, ADV-157, SRPT-558 LOGON, ADV-158, SRPT-558 LOGONSKILL (real-time), DBI-220 LOGONSKILL2-20, DBI-220 LOGONSKILL2-5, ODBC-204 LOGONSTART, SRPT-521 LOGONSTART (real-time), DBI-221 LOGOUT, ODBC-204, DBI-221, SRPT-345, SRPT-347 Logout, ACD-305 Logout Date, SRPT-345, SRPT-347 Logout Reason, SRPT-358 logout reason code name


logout reason code names, ADM-131 Logout Reason Code Type, ACD-292 logout reason codes, LBA-60 Logout Time, SRPT-345, SRPT-347


Book ID Book Title








100

LOGOUT_DATE, ODBC-204, DBI-221, SRPT-347 LOGOUT_REASON, ODBC-204 LOGOUTREASON, ODBC-211, DBI-221 logouts (agent)

Agent Call Handling, ACD-59 Auto Available Split (AAS), ACD-73 Automatic Call Distribution (ACD), ACD-59 AUX Reason Codes, ACD-197 Redirection on No Answer (RONA), ACD-205

Longterm Report Guidelines, FCST-73 Longterm Forecast Report Example, FCST-77 Longterm Report Input Window, FCST-74 System Prerequisites, FCST-74

Look Ahead Interflow (LAI), ACD-166 to ACD-171, ACD-178, ACD-213

see also Call Vectoring interactions

AAR and ARS, ACD-168 Agent Terminal Display, ACD-168 Attendant Control of Trunk Group

Access, ACD-168 Authorization Codes, ACD-169 Basic Call Management System

(BCMS), ACD-169 Call Detail Recording (CDR), ACD-169 Call Prompting, ACD-170 Centralized Attendant Service

(CAS), ACD-170 Expert Agent Selection (EAS), ACD-150 Facility Restriction Levels (FRL) and Traveling

Class Marks (TCM), ACD-170 Inbound Call Management (ICM), ACD-170 Service Observing, ACD-230 Trunk to Trunk Transfer, ACD-171 VDN of Origin Announcement

(VOA), ACD-256 VDN Override, ACD-171 Voice Response Integration (VRI), ACD-263

testing, ACD-167 Look-Ahead Interflow, LAA-71


look-ahead interflow, EAS-23 achieving FIFO, EAS-213 ADR, EAS-224 alternate destination redirection, EAS-224 considerations, EAS-225 diagram of tandem switch configuration, EAS-219 diagram of two switch configuration, EAS-205 DNIS and VDN override, EAS-222 DNIS information, EAS-222 enhanced, EAS-213 function, EAS-203 hardware and software requirements, EAS-473 interflow eligibility, EAS-215 multisite applications, EAS-225 route-to command, EAS-209 setting the minimum EWT, EAS-216 tandem switch configuration

far end switch operation, EAS-220 sending switch operation, EAS-219 tandem switch operation, EAS-219


Book ID Book Title








101

troubleshooting, EAS-227, EAS-499 two switch configuration

receiving switch operation, EAS-211 Lookahead Interflow Attempts, SRPT-494 lookahead interflow attempts, LAA-96 Look-Ahead Interflow Calls, DBI-91 Lookahead Interflow Completions, SRPT-495 lookahead interflow completions, LAA-96 LOOKATTEMPTS, ODBC-176, ODBC-191,

DBI-222, SRPT-494 LOOKFLOWCALLS, ODBC-176, ODBC-191,

DBI-222, SRPT-495 loss of data, LBA-77 loss of power, BLD-158, SE35-174, UL5-184 Low, SRPT-206 LOWCALLS, ODBC-100, DBI-223 LWC Reception, ACD-279

M

m_secs table, ODBC-74 machine panics, SUN-159, SIMT-362 magent, DBI-32, CRPT-92 magent table, ODBC-73 mail, ECHI-49 Main ACD Calls, SRPT-498 Main Menu, HAU-47

Addition Access, assigning/modifying, ADM-457 Addition Access, listing all, ADM-455 Addition Access, viewing, ADM-453

Main Menu Addition Access, LBA-31 MAIN_ACD_CALLS, DBI-305 maintaining service levels, ADV-52 Maintenance, ADV-158 maintenance

adding external SCSI tape drive, SE35-121 adding, removing, or replacing tape drives, BLD-113, UL5-135 backup, SIMT-252 boards, SE35-65 BSR, LAA-105, LAA-106 Call Vectoring, LAA-79 CD-ROM drive, SE35-112, SUN-66 cleaning tape drives, BLD-112, SUN-70, UL5-132 cleaning the tape drive, SE35-116 DDS4 tape drive, UL5-133 disk drive administration, UL5-119, UL5-123 disk drive partition values, BLD-97, UL5-108 disk drive partitioning, BLD-100, UL5-114 disk drives, BLD-73, SE35-82, UL5-80 DVD-ROM drive, SE35-112 ELAI, LAA-95 Enterprise 3000

adding disk drives, SUN-38 adding external tape drives, SUN-74 adding memory, SUN-79 boards, SUN-20 clock board, SUN-25 disk drive administration, SUN-54, SUN-58, SUN-62, SUN-65 disk drive partition values, SUN-45 disk drive partitioning, SUN-48 disk drives, SUN-37


Book ID Book Title








102

I/O cards, SUN-28 installing an HSI/S card, SUN-28 installing first HSI card, SUN-32 installing HSI software and patches, SUN-34 installing I/O cards, SUN-29 installing second HSI card, SUN-35 removing external SCSI tape drives, SUN-76 removing I/O cards, SUN-29 replacing disk drives, SUN-38 replacing internal tape drives, SUN-71 tape drives, SUN-69

external SCSI disk drives, BLD-90, UL5-99 HSI cards, BLD-68, UL5-75 I/O cards, BLD-55, SE35-73, UL5-61 installing memory, BLD-120, UL5-145 power/cooling module, SE35-134, SE35-211 removing a tape drive, BLD-117, UL5-142 removing external SCSI tape drive, SE35-123 replacing an UltraSCSI card with a SunSwift

card, UL5-65 replacing internal tape drive, SE35-118 replacing the CD-ROM drive, BLD-106, UL5-127 replacing the primary internal EIDE boot disk

drive, BLD-74, UL5-82 restore, SIMT-260 SAI/P cards, BLD-61, UL5-68 second internal disk drive, BLD-82, UL5-90,

UL5-195 SLR5 tape drive, UL5-134 SPARCserver

adding external SCSI tape drive, SUN-120 adding memory, SUN-126 adding SCSI disks, SUN-103 adding, removing or, moving Aurora SBus mul-

tiport card, SUN-98 disk drive administration, SUN-112, SUN-116 disk drive partition values, SUN-107 disk drive partitioning, SUN-108 disk drives, SUN-103 identifying device entry names for ports on Aurora expander box, SUN-92 installing HSI cards, SUN-87, SUN-90 installing HSI software and patches, SUN-89 installing I/O cards, SUN-83 removing Aurora SBus software drivers, SUN-97 removing external SCSI tape drive, SUN-123 removing I/O cards, SUN-83 replacing external SCSI tape drive, SUN-120 tape drives, SUN-120

tape drive, SE35-115 tape drives, BLD-111, BLD-113, UL5-132, UL5-135

maintenance backup, ADM-623 Maintenance Busy (MBUSY), ADV-158, SRPT-558 Maintenance Error Log

running, ADM-657 Maintenance Error Log messages, ADM-661 maintenance records, LBA-89 maintenance requests, LAA-23, LBA-19 Maintenance Restores, non-disruptive, HAU-21 Maintenance tool, ADM-589 making adjustments

Advocate, LAA-148


Book ID Book Title








103

MALICIOUS, ODBC-227, DBI-223, ECHI-20, ECHI-24, ECHI-29

Malicious Call, SRPT-359 malicious call trace

report, ADM-409 Malicious Call Trace Exceptions Database

Items, ODBC-250 manual answer, see under agents Manual In (MI), ADV-158, SRPT-558 Manual-in mode (MI), DBI-43 manual-in work modes, ACD-62 Manually synchronizing servers, HAU-21 master ACD, LAA-51

see ACD Matches Operator, CRPT-156 Max Delay, SRPT-441, SRPT-451 Max Delay Seconds, SRPT-435 Max Pos Allocated, SRPT-387 MAX_DEDICATED_AGT, DBI-305, SRPT-387 MAX_FTE_AGENTS, DBI-306 MAX_TOT_PERCENTS, DBI-225, ADV-144 maximizing performance, EAS-627, EAS-628,

EAS-629, EAS-631, EAS-632, EAS-633, BCS-243, BCS-244, BCS-245, BCS-247

example vector, EAS-628, EAS-630, EAS-633, EAS-634, BCS-244, BCS-247

Maximum Interval Value data, ODBC-69 Maximum Interval Value data, definition, DBI-34 Maximum Suppression Time, ACD-283 Maximum trunk groups

CMS support, CDES-20, CDES-24 MAXINQUEUE, ODBC-100, DBI-223 MAXOCWTIME, ODBC-100, ODBC-191, DBI-224,

SRPT-435, SRPT-441, SRPT-451 MAXSTAFFED, ODBC-100, DBI-224 MAXTOP, ODBC-100, DBI-224 MAXWAITING, ODBC-192, DBI-225 MBUSY, SRPT-558 MBUSY (real-time), DBI-225 MBUSYTIME, ODBC-156, ODBC-166, DBI-225 MCH, SRPT-558 MCT, ODBC-211, DBI-226 mctex, DBI-33, CRPT-93 mctex table, ODBC-74 mcwc, DBI-33, CRPT-93 mcwc table, ODBC-74 Measured, SRPT-558, ACD-311 measured, ADV-158 Measured trunks

CMS support, CDES-20, CDES-24 MEDCALLS, ODBC-101, DBI-226 Medium, SRPT-206 Meet-me Conference

Command Set, EAS-328, BCS-116 MEGACOM 800 service, ACD-86 memory, BLD-120, SE35-126, SE35-127, SE35-130, SE35-204, UL5-145, UL5-203

Enterprise 3000, SUN-79 failure, BLD-147, UL5-172 SPARCserver, SUN-126

memory installation, BLD-120, UL5-145 menu bar

Controller, LBA-27


Book ID Book Title








104

menus can’t see features, LBA-31 File, VVUG-40 Help, VVUG-41 Tools, VVUG-40 Window, VVUG-41

menus in Report Designer, RDUG-66 Merge with Next field, RDUG-194 Merging Data, CRPT-16 message centers


message collection options, ACD-120 Message Waiting Lamp Indicates Status

For, ACD-289 message waiting lights

Expert Agent Selection (EAS), ACD-150 messages

status, VVUG-44 messaging, EAS-58, EAS-446, BCS-48, BCS-176

ASAI contents of, EAS-168

example, EAS-117, BCS-61 leaving a message, EAS-40, BCS-34

messaging command example, EAS-118, BCS-62 neutral vector command, EAS-207 success/failure criteria, EAS-497, BCS-202 syntax, EAS-446, BCS-176 troubleshooting, EAS-506, BCS-207

Messaging Server, ACD-312 Messaging Server Name for Messaging, ACD-279 messaging skill, LAA-77 Messaging Skill step, VVUG-62 messaging split, LAA-88 metadevice

troubleshooting, SIMT-414 metadevices, SIMT-407 MI, SRPT-558 MIA, SRPT-558

Expert Agent Distribution (EAD-MIA), LAA-122 overview, LAA-122 Uniform Call Distribution (UCD-MIA), LAA-122

MIA Across Splits or Skills, ACD-291 migrating CentreVu® CMS data, ADM-558 migration, PUDM-18

administration data, HAAD-56 CMS historical data, HAAD-54 CMS system admin data, HAAD-48 custom reports, PUDM-19 data tables, PUDM-87 login IDs, PUDM-19 menu additions, PUDM-20 multiple ACDs, PUDM-19 phased migration, PUDM-20 potential data collisions, PUDM-19 shortcuts, PUDM-20 timetables, PUDM-20

Minimum Agent-LoginID Password Length, ACD-288 minimum configuration, SE35-31 minimum EWT threshold, LAA-92 minimum expected wait time, setting, LAA-92


Book ID Book Title








105

mirror layout Enterprise 3000, SIMT-410, SIMT-411 Enterprise 3500, SIMT-410

mirrored system about, SIMT-405 DiskSuite, SIMT-407 Informix, SIMT-405

mirrored system disk pairs, LAN-75, LAN-77 mirrored systems

alternate boot device, HAAD-47 mirrors

error messages, SIMT-429 layout, SIMT-410 required hardware, SIMT-192

missing devices, SIMT-357 mode, ECHI-43 models of computers, BLD-27 models of Enterprise 3500 computers, SE35-29 models of Ultra 5 computers, UL5-28 Modem

Paradyne Comsphere 3910, TPM-66 modem connection problems, SIGS-96 Modem Options, TPM-63 modem options

Comsphere 3910, BLD-45, TPM-66, SE35-57, UL5-51

Sportster 33.6, BLD-43, SE35-55, UL5-49 Modem tab on Terminal Emulator, SIGS-70 Modems

Options Comsphere 3830, TPM-65 U.S. Robotics Sportster 33.6

Faxmodem, TPM-63 Modify, ADV-158, SRPT-558 Modify button, SIGS-60 modifying a custom calculation, ADM-91 modifying an ACD name, ADM-49 modifying an announcement name, ADM-73 modifying an AUX reason code name, ADM-80 modifying generic string values, ADM-115 monitor, SE35-46 monitor command

purpose, BCMS-19 Monitor Split Status Report., BCMS-110 monitoring

LAPB protocol, SCAT-204 the calling volume for each split, BCMS-9 the work load of each agent, BCMS-9 trunk group usage, BCMS-9 VDNs, BCMS-9 X.25 protocol, SCAT-204

Month, SRPT-319 Month Starting, SRPT-321, SRPT-324, SRPT-330, SRPT-340, SRPT-349, SRPT-353, SRPT-380, SRPT-413,

SRPT-480 Month starting, SRPT-449, SRPT-466, SRPT-493, SRPT-497, SRPT-502 Monthly Data, SRPT-558, CRPT-168 monthly data, ADV-158 Monthly Data, Definition, SRPT-26 Monthly Reports, SRPT-312 Most Idle Agent (MIA, ADV-93 Most Idle Agent (MIA), ADV-35, ADV-158, LAA-124, SRPT-559


Book ID Book Title








106

most idle agents (MIA) across splits or skills, ACD-33 across splits/skills, ACD-85 MIA algorithm, ACD-145 queues, ACD-61 skills, ACD-146 splits, ACD-146

move agent requests, ACD-230 Move agent while staffed, DBI-92 Move Agents Between Skills dialog box, ADV-139 move data group items, RDUG-40 Move Pending?, SRPT-127, SRPT-132 Movement Keys on the Screen Painter, CRPT-42 MOVEPENDING, SRPT-521, SRPT-527 MOVEPENDING (real-time), DBI-226 moving

extensions between splits, LAA-35 Moving a Block, CRPT-50 moving an SAI/P card, BLD-63, UL5-70 Moving Cursor on Screen Painter, CRPT-42 moving vectors

from and to ACDs, VVUG-69 msplit, DBI-32, CRPT-92 msplit table, ODBC-73 mtkgrp, DBI-32, CRPT-92 mtkgrp table, ODBC-73 mtrunk, DBI-32, CRPT-92 mtrunk table, ODBC-73 Multi-ACD, CRPT-63 Multi-ACD by Split/Skill report, CRPT-19 Multi-ACD Report, SRPT-142 Multi-ACD report, CRPT-19 multi-ACD reports, RDUG-105 Multi-ACD Top Agent Report, SRPT-150 Multi-Agent Skill Change dialog box, ADV-158

accessing, ADV-135 adding agents to a skill, ADV-136 moving agents between skills, ADV-138 removing agents from a skill, ADV-137

multi-agent skill, changing, LAA-30 multiappearance phones

Agent Call Handling, ACD-64 Multiappearance Preselection and Preference


Multibyte Character Set, DBI-43 Multimedia, ACD-295 multiple ACDs, PUDM-19

migration, PUDM-19 multiple ACDs (switches), SCAT-22, SCAT-100 multiple call handling, EAS-45, BCS-38 Multiple Call Handling (G2, System 85, G3V4), DBI-90, DBI-92 Multiple Call Handling (MCH), ADV-159, SRPT-559, ACD-172 to ACD-177

applications, ACD-172 considerations, ACD-175 example, ACD-174 feature interactions, ADV-118, ADV-119 forms, ACD-172 interactions

Agent Call Handling, ACD-70 call work codes (CWC), ACD-176 direct agent calling (DAC), ACD-176 Expert Agent Selection (EAS), ACD-173 Hold—Automatic, ACD-176


Book ID Book Title








107

move agent while staffed, ACD-176 nonACD calls, ACD-176 queues, ACD-177 Redirection on No Answer (RONA), ACD-177,

ACD-210 restricted line appearance, ACD-177 Service Observing, ACD-230 stroke counts, ACD-176

settings many forced, ACD-174 on request splits/skills, ACD-173 one forced, ACD-173 one per skill MCH, ACD-174

work modes, ACD-175 Multiple Call Work Codes, ODBC-222, DBI-151,

ECHI-11 Multiple Call Work Codes per Call Record, CDES-28,

CDES-32 Multiple Clauses, CRPT-96 multiple fields, align, RDUG-68 Multiple Skill Queuing, LAA-71 multiple skill queuing

feature interactions, ADV-119 Multiple Split Queuing, SRPT-559 Multiple split/skill queueing example, DBI-93 multiple splits, see under splits Multiple-Split/ Skill Queuing (G3), DBI-92 Multiport, ECHI-42 Multi-Skill Change dialog box, ADV-134 Multiuser Mode, SRPT-559, CRPT-168 multi-user mode, LAA-52

setting, ADM-519 multiuser mode, ADV-159 Multiuser Mode, Definition, SRPT-26 Multi-value field, RDUG-103 MultiVantage, LBA-10 MultiVantage system, SIGS-9, SIGS-17 Music, ACD-124 music on delay, ACD-230 Music on Hold Access

interactions Redirection on No Answer (RONA), ACD-211 Service Observing, ACD-230 Voice Response Integration (VRI), ACD-263

Music step, VVUG-53 Music/Tone on Hold, ACD-124 mvdn, DBI-32, CRPT-92 mvdn table, ODBC-74 mvector, DBI-32, CRPT-92 mvector table, ODBC-73 My World

features, VVUG-17 setting up, VVUG-17

My World object description of, VVUG-31


Book ID Book Title








108

N

Name, ACD-277, ACD-283, ACD-287, ACD-295, ACD-299, ACD-310, ACD-315, CRPT-31, CRPT-33, CRPT-47

Name (Synonym) Fields, SRPT-559 Name (Synonym) fields, ADV-159 Name changes, CDES-7 Name Format Tab, ADM-33 name reports, RDUG-57 naming

a vector, EAS-30, BCS-24 naming a vector, EAS-30, BCS-24 naming report items, LBA-54 National Customer Care Center phone

number, SIGS-19 National Customer Care Center Support

Line, EAS-18, BCS-14, ACD-14 NATO timers, ACD-212 Navigator

features, VVUG-43 status indicators, VVUG-44 using, VVUG-43

Navigator tool using, VVUG-43

Navigator, using, VVIN-39 NCR, DBI-91 NETDICCALLS, ODBC-177 NETDISCCALLS, ODBC-192, DBI-227 NETINCALLS, ODBC-192, DBI-227 NETINTIME, ODBC-192, DBI-227, ECHI-20,

ECHI-23, ECHI-28 NETPOLLS, ODBC-177, ODBC-192, DBI-228 Network, ECHI-42 network and client setups, SIGS-27 Network Call Redirection (NCR), DBI-91 Network Call Redirection Protocol, CDES-21 network card, LAN-69 network configurations, about shared, SIGS-27 network fiber-optic sample configurations, TPM-72 network hub unit, TPM-79 network installation folder, setting up, VVIN-24 network installations

on a local PC, SIGS-32 permissions, SIGS-97 shared network drive, SIGS-34

network interface set up, SIMT-161 Network Redirct, ACD-284 network setup, LAN-63 network software operation, SIGS-97 Network Terminal Server, ECHI-42 neutral vector command, EAS-207 New button

on Report Selector window, RDUG-55 use to open Report Designer, RDUG-63

New Input field, RDUG-117 New on Terminal Emulator Profile menu, SIGS-63 new report, RDUG-75 New Terminal Fails to Operate, TPM-133 Next button, SIGS-60 Next button on Report Wizard, RDUG-23 Next buttons, ACD-272


Book ID Book Title








109

Next Format Number, ACD-318 Night Service, EAS-311, BCS-97

hunt group night service Automatic Call Distribution (ACD), ACD-89

interactions Basic Call Management System

(BCMS), ACD-92 Call Vectoring, ACD-130 Service Observing, ACD-231 VDN in a Coverage Path, ACD-249

night station service Redirection on No Answer (RONA), ACD-211

No Pre-selection in Report Wizard, RDUG-38 No Trending

In Forecast Calls Carried Algorithm, FCST-142 NOANSREDIR, ODBC-102, ODBC-137, ODBC-192,

DBI-228 nohup command, SIMT-65, SIMT-232 nonACD calls, ACD-176 non-business hours

call during, EAS-40, BCS-33 non-business hours, call during, EAS-40, BCS-33 Non-customizable Reports, CRPT-19 None field, RDUG-167 Nonprimary Split/Skill, SRPT-559 nonprimary split/skill, ADV-159 Non-reserve Agent database items, DBI-103 nonvector controlled splits, see under splits Normal, SRPT-405, CRPT-112 No-Scroll Areas, CRPT-114

Changing, CRPT-115 Not Matches Operator, CRPT-156 NTS, TPM-82, ECHI-42, ECHI-44

64-port patch panel, TPM-87 adding and removing, TPM-104 administration, HAAD-46 changing IP addresses, TPM-104 changing IP addresses locally, TPM-96 changing IP addresses remotely, TPM-90 connecting NTS patch panel, TPM-87 connecting to network hub, TPM-82 connectivity, TPM-86 driver installation, SIMT-80 removing from service, TPM-105 set up, TPM-89, SIMT-213 setting up start up files, SIMT-85 setup, HAAD-46 Troubleshooting, TPM-160

null, ECHI-13 Num field, LAA-101 NUMAGREQ, ODBC-217, DBI-229 Number, ACD-283, ACD-295, ACD-299, ACD-315, ACD-316 Number field, RDUG-98 number of agents available to receive ACD calls, BCMS-110 Number of Agents Staffed, LAA-80 number of calls

that have abandoned, BCMS-110 that have been answered, BCMS-110 waiting in the queue, BCMS-110

Number of Columns Defining, CRPT-59

Number of Data Points field, RDUG-159 number of incoming and outgoing calls, BCMS-112 number of incoming calls that abandoned, BCMS-112


Book ID Book Title








110

Number of Intervals, ACD-319 number of queued calls (NQC)

hunt groups, ACD-195 Number of Rows

Defining, CRPT-59 numbering

of vector steps, EAS-33, BCS-26 numbering of vector steps, EAS-33, BCS-26 numbers

how do i make names display?, LBA-54 NUMINUSE (real-time), DBI-229 NUMTGS, ODBC-192, DBI-229 NUMVDNS, DBI-230 nuucp, ECHI-37 NVRAM, SE35-71, SE35-180, SUN-26, SIMT-59

O

O_ABNCALLS, ODBC-103, ODBC-156, ODBC-166, DBI-230, SRPT-467

O_ACDCALLS, ODBC-103, ODBC-137, ODBC-156, ODBC-166, DBI-230, SRPT-340, SRPT-341

O_ACDTIME, ODBC-104, ODBC-137, DBI-231, SRPT-340

O_ACWTIME, ODBC-104, ODBC-137, DBI-231, SRPT-340, SRPT-341

O_OTHERCALLS, ODBC-104, ODBC-157, ODBC-166, DBI-232

OACDCALLS, SRPT-340 Object Type, ACD-318 object-oriented, VVUG-17 objects

adding, VVUG-20 adding and deleting, VVUG-17, VVUG-19 Call Center World, VVUG-24 changing properties, VVUG-23 copying, VVIN-40 deleting, VVUG-21 description of, VVUG-25 list of, VVUG-24 moving, VVIN-40 My World, VVUG-31 properties of, VVUG-30 renaming, VVIN-40, VVIN-41, VVUG-22

Oblique field, RDUG-182 OBS_LOCID, ECHI-20, ECHI-24, ECHI-29 Observe on Agent Answer, ACD-313 observer, LBA-61 observing by feature access code, LBA-65 observing extensions, LBA-64 observing logical-agent IDs, LBA-64 observing remotely, LBA-65 observing VDNs, LBA-65, EAS-54 OBSERVINGCALL, ODBC-227, DBI-232, ECHI-20, ECHI-24, ECHI-29 OBSLOCID, DBI-233 OCX incompatibilities, SIGS-94 ODBC Administration Interface, ODBC-49 ODBC Data Source dialog box, ODBC-50 ODBC Data Source Fields, ODBC-51 ODBC Driver, ODBC-28

Function, ODBC-28 Vendor, ODBC-28


Book ID Book Title








111

ODBC Driver Functionality, ODBC-25 ODBC Drivers screen, ODBC-53 ODBC feature, description, ODBC-19 ODBC Functionality, ODBC-22 ODBC installation, SIMT-151 ODBC Installation for Solaris, ODBC-30 ODBC Login dialog box, ODBC-61 ODBC performance impact, ODBC-20 ODBC SDK 2.0 C++ Demo SQL Query dialog

box, ODBC-62 ODBC SDK C++ Demo screen, ODBC-61 ODBC security, ODBC-21 ODBC terminology, ODBC-19 off-loading calls, EAS-23 Oldest Call Waiting, SRPT-146, SRPT-154,

SRPT-173, SRPT-209, SRPT-221, SRPT-241, SRPT-246, SRPT-252, SRPT-257, SRPT-291

oldest queued times (OQT), ACD-195 OLDEST_LOGON (real-time), DBI-233 OLDESTCALL, SRPT-146, SRPT-209, SRPT-221,


OLDESTCALL (real-time), DBI-233 oldest-call wait, LAA-94 ONACD, SRPT-148, SRPT-190, SRPT-247,

SRPT-258, SRPT-540 ONACD (real-time), DBI-233 ONACDAUXOUT (real-time), DBI-234 ONACDOUT (real-time), DBI-234 ONACWIN (real-time), DBI-234 ONACWOUT (real-time), DBI-235 ONAUXIN (real-time), DBI-235 ONAUXOUT (real-time), DBI-235 ON-Bar

recommended configurations, LAN-21 ONHOLD (real-time), DBI-236 Only Me field, RDUG-50 Only Me Report, SRPT-559 Open Database Connectivity, SIMT-151 Open Database Connectivity (ODBC), definition, ODBC-22 Open Database Connectivity (ODBC), ODBC (Open Database Connectivity, ADM-22 Open on Terminal Emulator Profile menu, SIGS-77 open Report Designer, RDUG-63 Open Screen Painter, CRPT-41 OpenBoot

diagnostic tests, BLD-144, SE35-153, UL5-168 firmware, SUN-138 PROM firmware tests, BLD-138, UL5-162 redirecting the console, BLD-131, SE35-139, SUN-133, UL5-155 using OpenBoot, BLD-145, SE35-154, UL5-169

OpenBoot firmware, BLD-145, SE35-154, UL5-169 OpenBoot mode

redirecting the console, SIMT-367 opening a profile on Terminal Emulator, SIGS-63 opening Terminal Emulator, SIGS-75 OpenLink Error Messages, ODBC-64 OpenLink Multi-Tier ODBC driver, ODBC-28 OpenLink Multi-Tier ODBC driver, description, ODBC-19, ODBC-28 OpenLink ODBC Driver (MT) User’s Guide and Reference Manual, ODBC-29 OpenLink Request Agent, ODBC-28 OpenLink Request Broker, ODBC-28 OpenLink Setup Input Fields, ODBC-56 Operand1 box, RDUG-117 Operand2 box, RDUG-117


Book ID Book Title








112

operating systems languages, SIGS-16, SIGS-30 non supported, SIGS-20 upgrading, SIGS-20 Windows 95, SIGS-20

Operations both CMS servers, HAU-32 data collection off, HAU-36

operations, CMS, SIGS-57 Operator box, RDUG-117 Operators

And/Or, CRPT-96 Arithmetic, CRPT-70 Matches, CRPT-156 Not Matches, CRPT-156 Relational, CRPT-94

option VDN override, EAS-52, BCS-43

option for VDN override, EAS-52, BCS-43 Options

2900/260lf Small Footprint Terminal, TPM-48 Default ACD, ADM-24 fields on General tab, RDUG-159 First Day of Week, ADM-24 general, ADM-24 menu, RDUG-69 Modems

U.S. Robotics Sportster 33.6 Faxmodem, TPM-63

Printers, TPM-61 Okidata ML321T, TPM-62 Okidata OP16N, TPM-62 Okidata OP20N, TPM-63

report colors, ADM-27 Terminals, TPM-48 threshold colors, ADM-30 time synchronization, ADM-24

Options for Discontinued Equipment, TPM-163 Options for Discontinued Modems, TPM-189 Options for Discontinued Terminals, TPM-164 Options Menu, SRPT-56

Menu Item Functions, SRPT-56 Options on Terminal Emulator Connection menu, SIGS-65 Options...

Communications Tab, ADM-27, ADM-33 Name Format Tab, ADM-33

Or button, RDUG-117 Order

for Input Window Prompts, CRPT-64 for Sorting, CRPT-99

order of input fields, edit, RDUG-102 ordering documentation, VVIN-8, VVUG-8, VVUG-9 ordering tape cartridges, LBA-81

what to order, LBA-81 who to contact, LBA-83

Organization, TPM-21 organization, SE35-11, SCAT-9 Organization of Document, CRPT-7 organizing scripts, LBA-52 orientation, RDUG-187 ORIG_LOCID, ECHI-21, ECHI-24, ECHI-29 ORIGHOLDTIME, ODBC-227, DBI-236, ECHI-21, ECHI-23, ECHI-28 ORIGIN (real-time), DBI-236 originator’s display, EAS-223


Book ID Book Title








113

ORIGLOCID, DBI-236 ORIGLOGIN, ODBC-227, ODBC-228, DBI-237,

ECHI-21, ECHI-25, ECHI-30 ORIGREASON, DBI-237, ECHI-21, ECHI-25,

ECHI-29 Orthogonal field, RDUG-182 OTHER, ADV-159, SRPT-136, SRPT-149,

SRPT-226, SRPT-248, SRPT-258, SRPT-326, SRPT-408, SRPT-540, SRPT-559

Other, SRPT-127, SRPT-149, SRPT-248, SRPT-258 other, ECHI-17 OTHER (real-time), DBI-237 Other Calls, SRPT-477 Other field, RDUG-112 Other Reports, SRPT-137

Call Records Report, SRPT-363 Call Work Code, SRPT-370 Event Count Summary Report, SRPT-139 general information, SRPT-361 Multi-ACD Report, SRPT-142 Multi-ACD Top Agent Report, SRPT-150 Overview, SRPT-137 overview, SRPT-361 Roadmap, SRPT-137 selector window, SRPT-138, SRPT-362

Other Reports Selector Window, SRPT-362 Other Reports, selector window, SRPT-138 Other Time, SRPT-338, SRPT-353, SRPT-416,

SRPT-422 OTHERCALLS, ODBC-104, ODBC-157, ODBC-167,

ODBC-177, ODBC-192, DBI-238 OTHERTIME, ODBC-105, ODBC-177, ODBC-193,

DBI-239 OUTBOUND (real-time), DBI-239 Outbound Aban Calls, SRPT-467 Outbound ACD Calls, SRPT-340 Outbound Call Management (OCM), DBI-93 Outbound Calls, SRPT-467 Outbound CCS, SRPT-467 OUTCALLS, ODBC-157, ODBC-167, DBI-240, SRPT-467 OUTFLAG, ODBC-205, DBI-240 outflow vector, LAA-85 OUTFLOWCALLS, ODBC-105, ODBC-107, ODBC-177, ODBC-193, DBI-240, SRPT-292, SRPT-297,

SRPT-452, SRPT-494, SRPT-499, SRPT-547 OUTFLOWTIME, ODBC-107, ODBC-177, ODBC-193, DBI-241 Out-of-Service Printer (One Printer Configuration), TPM-127

Rejecting Print Jobs, TPM-128, TPM-130 Saving Print Jobs, TPM-127

Out-of-Service Printer (Two Printer Configuration), TPM-129 Move Jobs in Queue, TPM-129 Routing to Another Printer, TPM-129

Outside field, RDUG-168 OUTTIME, ODBC-158, ODBC-167, DBI-242, SRPT-467 over threshold state, ADV-159 Overload Thresholds, ACD-135 overload thresholds, ADV-41, ADV-88, LAA-129

assigning, ADV-42, LAA-130 Overload1, SRPT-405 Overload2, SRPT-405 Overview of CMS Database, CRPT-19 Overwrite the existing report button, RDUG-61


Book ID Book Title








114

P

PA, ACD-281 package contents, SIGS-18 PAD, ACD-134 pagent, DBI-31, CRPT-91 palettes

Vector steps, VVUG-50 parameters, ECHI-43 partitioning

hard drives, SIMT-40 partitioning a disk drive, BLD-100, SE35-94,

UL5-114 Enterprise 3000, SUN-48 SPARCserver, SUN-108

parts list, BLD-26, BLD-32, SE35-28, SE35-45, UL5-28, UL5-35

passing digits to an adjunct, EAS-186 to PBX, EAS-51, BCS-43

passing digits to switch, EAS-51, BCS-43 passwd_age, SIMT-241 Password, ACD-280 password

aging, ADM-704 CMS, SIMT-224 customer, SIMT-224 finding misplaced X.25, SIMT-355 root, SIMT-50

password aging, SIMT-241 password for BCMS

changing, BCMS-18 password prompt on Terminal Emulator, SIGS-77 passwords

changing, LBA-34 choosing, ADM-701 CMS, LBA-34 replacing forgotten, LBA-35

Paste field, RDUG-67 paste items on a report, RDUG-67, RDUG-80, RDUG-81 Paste on Terminal Emulator Edit menu, SIGS-64 patch panels, TPM-87, TPM-88

NTS, TPM-87 PBX-champ connectors, TPM-88

patch_inst, SIMT-249 patch_rmv, SIMT-250 patches

CMS, SIMT-146 installing CMS, SIMT-250, SIMT-277 listing installed CMS, SIMT-276 removing CMS, SIMT-251, SIMT-278 requirements for CMS, SIMT-275 Solaris, SIMT-271 Solaris, SIMT-104

Path Replacement, ACD-116, ACD-171 Path replacement, EAS-175, EAS-221, EAS-281 Pattern Matching, CRPT-62 pattern matching, RDUG-95 PBX-champ connectors, TPM-88 PC requirements

for collecting report data, BCMS-11 PCI cards, BLD-42, UL5-48


Book ID Book Title








115

PCM (power/cooling module), SE35-211 pcwc, DBI-31, CRPT-91 peak traffic, BCMS-112 PENDINGSPLIT (real-time), DBI-242 PER_CHG, DBI-299 PERCENT, DBI-243, ADV-144, SRPT-271 Percent, SRPT-132, SRPT-169, SRPT-271 Percent (%) Within Service Level, ADV-160,

SRPT-559 Percent Allocation, ADV-27, ADV-40, ADV-48,

ADV-160, LAA-27, LAA-127, LAA-136, ACD-134, ACD-137, ACD-140, ACD-281

administering, ADV-98 Auto Reserve Agents, ADV-44, LAA-132 description, LAA-113 Dynamic Percentage Adjustment, ADV-89 example, LAA-120 feature interactions, ADV-116 remove skills via FAC, ADV-117 where administered, ADV-83, LAA-138, ACD-134

Percent Allocation Distribution (PAD), ADV-40, ADV-49, ADV-160, LAA-123, LAA-128, LAA-137, ACD-34, ACD-78, ACD-137, ACD-141

administering, ADV-100 example, ADV-39, LAA-126 feature interactions, ADV-118

Percent field, RDUG-168 percent of time that all trunks within this group are

busy, BCMS-112 Percent With Service Level, Definition, FCST-156 percent within service level

calculation for hunt groups, BCMS-12 calculation for VDNs, BCMS-12 how calculated, BCMS-12

PERCENT_ CALL_ABAN, SRPT-402 PERCENT_ SERV_LVL_ VDN, SRPT-491 PERCENT_ SERV_LVL_SPL>, SRPT-393 PERCENT_ACD_TIME, DBI-306 PERCENT_ACD_TIME_SUM, DBI-306 PERCENT_AL_BSY_SUM_D, DBI-306 PERCENT_AL_BSY_SUM_M, DBI-306 PERCENT_AL_BSY_SUM_W, DBI-307 PERCENT_ALL_BUSY, DBI-306 PERCENT_ALL_BUSY_D, DBI-306 PERCENT_ALL_BUSY_I, DBI-306 PERCENT_ALL_BUSY_M, DBI-306 PERCENT_ALL_BUSY_SUM, DBI-306 PERCENT_ALL_BUSY_W, DBI-306 PERCENT_ALL_MBUSY_I, DBI-307 PERCENT_AUX_WORK, DBI-307 PERCENT_AUX_WORK_SUM, DBI-307 PERCENT_CALL_ABAN, DBI-307 PERCENT_CALL_ANS, DBI-307 PERCENT_CALL_ANS_SUM, DBI-307 PERCENT_MBUSY, DBI-307 PERCENT_MBUSY_D, DBI-307 PERCENT_MBUSY_M, DBI-307 PERCENT_MBUSY_SUM, DBI-308 PERCENT_MBUSY_SUM_D, DBI-308 PERCENT_MBUSY_SUM_M, DBI-308 PERCENT_MBUSY_SUM_W, DBI-308 PERCENT_MBUSY_W, DBI-307 PERCENT_SERV_LVL_SPL, DBI-308, SRPT-540 PERCENT_SERV_LVL_VDN, DBI-308


Book ID Book Title








116

PERCENT_SERV_SPL_OUT, DBI-308 PERCENT_SERV_VDN_OUT, DBI-308 PERCENT_SLVL_SPL_SUM, DBI-308 PERCENT_VDN_ABAN, DBI-308, SRPT-491 PERCENT_VDN_ANSCONN, DBI-308 Percentage, SRPT-399 Percentage Abandoned, SRPT-183 Percentage Allocation

example, ADV-33 Percentage Answered, SRPT-182 percentage of calls answered with in service

level, BCMS-110 percentages vs. data values, RDUG-179 performance, BCMS-14

basic principles for improving, EAS-627, BCS-243

effects of ASAI link failure, EAS-169 evaluating, EAS-564, BCS-220

effectiveness of vector programming, EAS-564, BCS-220

for split, EAS-572, BCS-225 improving, EAS-628, EAS-629, EAS-631,

EAS-632, EAS-633, BCS-244, BCS-245, BCS-247

example vector, EAS-628, EAS-630, EAS-633, EAS-634, BCS-244, BCS-247

looping, EAS-627, BCS-243 maximizing, EAS-627, EAS-629, EAS-631,

EAS-632, EAS-633, BCS-243, BCS-245, BCS-247

, EAS-628, BCS-244 processing cost

comparisons, EAS-629, EAS-630, EAS-632, BCS-245, BCS-246

testing vectors, EAS-627, BCS-243 performing CMS backups, LBA-73 Period, ACD-321 PERIOD 1-9, ODBC-108, DBI-243 PERIOD1-9, ODBC-193, SRPT-181, SRPT-281, SRPT-285, SRPT-380, SRPT-480, SRPT-488 PERIODCHG, ODBC-108, ODBC-193, DBI-243, SRPT-380, SRPT-393 peripheral equipment, SE35-44 Permissions, CRPT-35 permissions, SIGS-97, RDUG-73

ACD, ADM-431 Main Menu Addition Access, assigning/modifying, ADM-457 Main Menu Addition Access, listing all, ADM-455 Main Menu Addition Access, viewing, ADM-453 split/skill, adding user, ADM-461 split/skill, deleting user, ADM-470 split/skill, listing all user, ADM-465 split/skill, modifying user, ADM-467 split/skill, viewing user, ADM-463 trunk group, adding user, ADM-475 trunk group, deleting user, ADM-484 trunk group, listing all user, ADM-479 trunk group, modifying user, ADM-481 trunk group, viewing user, ADM-477 user, adding ACD, ADM-433 user, deleting ACD, ADM-441 user, listing all ACD, ADM-437 user, listing all Feature Access, ADM-447 user, modifying ACD, ADM-439 user, modifying Feature Access, ADM-449 user, viewing ACD, ADM-435


Book ID Book Title








117

user, viewing Feature Access, ADM-445 VDN, adding user, ADM-503 VDN, deleting user, ADM-512 VDN, listing all user, ADM-507 VDN, modifying user, ADM-509 VDN, viewing user, ADM-505 vector, adding user, ADM-489 vector, deleting user, ADM-498 vector, listing all user, ADM-493 vector, modifying user, ADM-495 vector, viewing user, ADM-491

Personal Call Tracking, DBI-94 Abandoned Calls, DBI-95 Audio Difficulty, DBI-96 Phantom Abandoned Calls, DBI-95 Transferred and Conferenced Calls, DBI-96

Personal CO lines (PCOL) interactions

VDN in a Coverage Path, ACD-249 personalizing call treatment, EAS-28, BCS-22 Perspective field, RDUG-182 Phantom Abandon Call Timer, ADV-160, SRPT-559 phantom abandon call timer, ADM-583 Phantom Abandon Calls, DBI-95 phantom call, LAA-97 Phantom call administration, EAS-177 PHANTOMABNS, ODBC-108, ODBC-138,

ODBC-178, ODBC-194, DBI-244 Phase 1 Error Messages, CRPT-119 Phone Display


phones button assignments, ACD-67

physical specifications, BLD-22, SE35-25, UL5-25 pie chart, select, RDUG-179 pkg_install, SIMT-238 pkg_remove, SIMT-238, SIMT-239 pkgchk

command, SIMT-360 errors, SIMT-360

pkgname command, SIMT-359

placing a call in queue, EAS-22, BCS-19 platforms

combinations supported by High Availability, HAAD-8 supported HA combinations, HAAD-8

Platforms, supported, HAU-20 Pop-Up Menus, SRPT-79

Displayed Menus, SRPT-79 Port, ACD-124 port, ECHI-37, ECHI-44 Port Administration Tool, TPM-109 Port Extension, ACD-279 port_admin, SIMT-240 Ports, ECHI-34 ports, ECHI-34, ECHI-42 ports limitation

Aurora, TPM-40 NTS, TPM-27 SAI/P, TPM-35

ports, ethernet on CMS computers, HAAD-21

Position, CRPT-67


Book ID Book Title








118

POSITION (index), DBI-245 Position of Fields, CRPT-66 POSITIONS, DBI-245 POST, BLD-39, BLD-147, SE35-50, UL5-45,

UL5-172 diagnostic messages, SE35-157

POST diagnostic messages, BLD-147, UL5-172 POST message diagnostics, SUN-137 power cord, BLD-30, SE35-36, UL5-32 power management, SIMT-53 power supply, BLD-30, UL5-32 power/cooling module (PCM), SE35-211 power-related problems, SUN-147

fails autoboot after power failure, SUN-148 fails autoboot when given reboot

command, SUN-148 when system loses power, SUN-147

power-up, BLD-39, SE35-50, UL5-45 precautions, BLD-20, BLD-21, BLD-52, SE35-22,

SE35-23, UL5-22, UL5-23, UL5-58, UL5-192 ESD, SE35-63, SE35-186

Predicted Wait Time feature interactions, ADV-118

Predicted Wait Time (PWT), ADV-26, ADV-160, LAA-111

where administered, ADV-84, LAA-139, ACD-135 Preface

Organization of This Document, FCST-10, CRPT-7

R3V2 CMS Publications, FCST-10, CRPT-14 PREFERENCE, ODBC-205, DBI-245, ADV-144,

ADV-145, SRPT-521 preparing for the installation, BLD-20, SE35-22,

UL5-22 preparing the environment, BLD-23, SE35-26,

UL5-25 Prerequisites, HAU-7, ECHI-33 Presentation

Administrative data, ODBC-69 Calculations, DBI-295 Call-based data, ODBC-69, DBI-34 Cumulative data, ODBC-69 ECS Reference Tables, ODBC-70 Inter-based data, DBI-35 Interval-based data, ODBC-69 Switch Reference Tables, DBI-47

preserving data after a system fails, SE35-174 preserving data after a system failure, BLD-158, SUN-140, UL5-184 preventing unauthorized users access, EAS-595 Preview button in Report Wizard, RDUG-24 Preview Option page in Report Wizard, RDUG-48 Previous button, SIGS-60 Previous Interval, SRPT-559, CRPT-170 Previous Interval, Definition, SRPT-26 Primary CMS Server, HAU-25

failure, HAU-77 unscheduled outage, HAU-65

Primary Rate Interface, ECHI-15 primary server

defined, HAAD-7 installed software, HAAD-7

Primary Skill, SRPT-560 primary skill, ADV-160 primary vector, LAA-103


Book ID Book Title








119

print setup, ADM-202

print intervals, BCMS-100, BCMS-102 Print Jobs Not Being Printed, TPM-124 Print window, VVUG-48 print window, ADM-201 printer

adding, ADM-648 deleting, ADM-654 hardware administration, BCMS-99 listing all, ADM-650 modifying options, ADM-652

Printer Does Not Print, TPM-125 printer log, LBA-92 Printer Loses Power, TPM-126 Printer Options, TPM-61 Printer Out of Paper, TPM-125 Printer Output Is Bad, TPM-126 Printers Connected to NTS, TPM-131 Printers Connected to SAI/P Port, TPM-126 printing a report, ADM-201 printing historical reports through scripts, LBA-48 Printing Properties window, VVIN-47 printing vector graphics, VVIN-48 prioritizing calls, EAS-27, EAS-35, EAS-38, EAS-44,

BCS-22, BCS-28, BCS-32, BCS-37 PRIORITY (real-time), DBI-246 Priority Calling

interactions Call Vectoring, ACD-130 Inbound Call Management (ICM), ACD-157

priority queuing, ACD-82 PRIORITY2-3 (real-time), DBI-246 Private Access, CRPT-35 probe command, SE35-149, SE35-150, SE35-152 probe command warnings, BLD-160, SE35-176,

SUN-143, UL5-186 probe-SCSI command problem, SUN-143 probing devices, BLD-140, UL5-164 problem indicators concerning splits, BCMS-110 PROC_NAME, ODBC-244 process

involving general number dialing diagram of, EAS-81

involving specific number dialing diagram of, EAS-80

processing calls faster, EAS-25, BCS-20 functions, EAS-106, BCS-52 intelligently, EAS-25, BCS-20

Product name changes, CDES-7 Professional Services Organization, CDES-21, CDES-26 Profile menu on Terminal Emulator, SIGS-63 to SIGS-64 profile options on Terminal Emulator

Modem tab, SIGS-70 setting, SIGS-76 window, SIGS-76

profiles creating Terminal Emulator, SIGS-76 preserving user, SIGS-98

programming call processing, EAS-22, BCS-19 Projection field, RDUG-181 Prompt Field, CRPT-58 Prompt field, RDUG-104


Book ID Book Title








120

Prompting, ACD-297 prompting a caller, EAS-52, BCS-43 Prompting Timeout, ACD-290 properties, EAS-48, BCS-41

CMS database, VVUG-21 of objects, VVUG-30

Properties button on Report Selector window, RDUG-54

Properties of many objects window skill preferences, VVUG-76 vector Id, VVUG-75

Properties window, VVIN-45 properties, view and change, RDUG-56 Property Management System (PMS) Interface


Property window Adjunct Route step, VVUG-61 Agent Activity step, VVUG-57, VVUG-60 Announcement step, VVUG-52 Busy step, VVUG-55 Center Info step, VVUG-56, VVUG-59 Collect step, VVUG-54 Consider step, VVUG-54 Converse step, VVUG-55 Disconnect step, VVUG-55, VVUG-56 Goto Vector step, VVUG-62 Holiday step, VVUG-58 Messaging Skill step, VVUG-62 Music step, VVUG-53 Queue Activity step, VVUG-57, VVUG-59 Queue Unconditional step, VVUG-60 Reply step, VVUG-54 Ringback step, VVUG-53 Route To Digits step, VVUG-61 Route To Number step, VVUG-61 Silence step, VVUG-53 Stop step, VVUG-55 Time Of Day step, VVUG-58 Timed Announcement step, VVUG-53

providing an announcement, EAS-22, BCS-19 call treatments, EAS-57, BCS-47 caller feedback, EAS-25, BCS-20 choices to callers, EAS-26, BCS-21 faster service, EAS-27, BCS-22 feedback, EAS-35, EAS-36, EAS-37, BCS-28, BCS-29, BCS-30 initial feedback to caller, EAS-45, BCS-38

prtdiag command, BLD-136, SE35-144, UL5-160 pseudo-ACD

data, loading, ADM-569 Pseudo-ACDs, ADM-563 pseudo-ACDs

creating, ADM-566 deleting, ADM-568 viewing, ADM-567

psplit, DBI-31, CRPT-91 ptkgrp, DBI-31, CRPT-91 ptrunk, DBI-31, CRPT-91 publications center, BLD-11, ODBC-12, ODBC-13, ADV-15, TPM-14, LAA-14, SE35-12, LBA-12, SUN-10,

SIMT-15, SCAT-11, CDES-8, HAU-9, PUDM-8, LAN-9, CRPT-9, ECHI-6, UL5-12 pvdn, DBI-31, CRPT-91 pvector, DBI-31, CRPT-91 PWT, LAA-111


Book ID Book Title








121

Q

qpos, LAA-91 QSIG CAS, EAS-312 QSIG path replacement, EAS-175, EAS-221,

EAS-281, ACD-171 QUECOUNT (real-time), DBI-247 Queries field, RDUG-68 query

copy, RDUG-128 create historical, RDUG-121 create integrated, RDUG-123 create real-time, RDUG-119 define, RDUG-110 delete, RDUG-129 Edit | Queries menu, RDUG-109 edit historical, RDUG-125 edit integrated, RDUG-127 edit real-time, RDUG-125

Query Assistant input fields, RDUG-112 window, RDUG-111

Query Items field, RDUG-112 query select, RDUG-127, RDUG-128 QUETYPE (real-time), DBI-247 QUETYPE2-3 (real-time), DBI-247 Queue, SRPT-560 Queue Activity step, VVUG-57

Queue, VVUG-59 Queue Agent Status Report, SRPT-165 Queue Agent Summary Report, SRPT-172 queue position, LAA-91 Queue Status Indications, ACD-194 to ACD-195

interactions Attendant Display, ACD-195 Call Management System (CMS), ACD-195 Expert Agent Selection (EAS), ACD-150 Redirection on No Answer (RONA), ACD-211 Voice Terminal Display, ACD-195 VuStats, ACD-274

oldest queued times (OQT), ACD-195 Queue Unconditional step, VVUG-60 Queue/Agent Reports, SRPT-157

general information, SRPT-157 input fields, SRPT-158 Queue Agent Status Report, SRPT-165 Queue Agent Summary Report, SRPT-172 Queue/Top Agent Status Report, SRPT-159 Roadmap, SRPT-157 selector window, SRPT-158

Queue/Agent Reports input fields, SRPT-158 Queue/Agent Reports selector window, SRPT-158 Queue/Agent Reports, general information, SRPT-157 Queue/Top Agent Status Report, SRPT-159 QUEUED, ADV-160, SRPT-560 Queued, DBI-44 QUEUED trunk state name, RDUG-99


Book ID Book Title








122

queues most idle agents (MIA), ACD-61 Multiple Call Handling (MCH), ACD-177 number of queued calls (NQC), ACD-195 oldest queued times (OQT), ACD-195 priority levels, ACD-82 Redirection on No Answer (RONA), ACD-211 split, ACD-81 status indications, ACD-82 status indicators, ACD-55, ACD-274 Voice Response Integration (VRI), ACD-257,

ACD-263 queue-to attd-group, EAS-59, EAS-300, BCS-48,

BCS-86 queue-to attendant, EAS-300, BCS-86 queue-to command, EAS-58, EAS-449, BCS-48,

BCS-178 queue-to hunt-group, EAS-300, BCS-86 queue-to main

neutral vector command, EAS-452, BCS-180 queue-to main command

neutral vector command, EAS-207, EAS-451, EAS-452, BCS-180

success/failure criteria, EAS-498, BCS-202 syntax, EAS-449, BCS-178 troubleshooting, EAS-503, BCS-205

queue-to skill/best, LAA-78 queue-to split, LAA-88, LAA-90 queuing calls

methods for, EAS-42, BCS-36 to split, EAS-43, BCS-36

maximum number of, EAS-43, BCS-37 queuing, multiple skill, LAA-71

R

R10 enhancements, CDES-16 R11

Enhancements, CDES-15 Platforms, CDES-16 Product names, CDES-7

R1ACTIVE_AGT, DBI-309 R1AGINRING, DBI-248, ADV-144, SRPT-187, SRPT-217 R1AVAILABLE, DBI-248, ADV-144 R1INACD, SRPT-217 R1INACW, DBI-248, ADV-143, SRPT-187, SRPT-217 R1INAUX, DBI-249, ADV-143, SRPT-216 R1INAUXSTBY, DBI-98, DBI-99, DBI-249 R1ONACD, DBI-249, ADV-143, SRPT-187 R1OTHER, DBI-250, ADV-143, SRPT-217 R1OTHERSTBY, DBI-98, DBI-99 R1OTHERSTBY (real-time), DBI-250 R1STAFFED, DBI-250, ADV-143, SRPT-156, SRPT-186, SRPT-191 R2 multifrequency compelled (MFC) signaling

Voice Response Integration (VRI), ACD-263 R21AGINRING, SRPT-187 R2ACTIVE_AGT, DBI-309 R2AGINRING, DBI-251, ADV-143, SRPT-217 R2AVAILABLE, DBI-251, ADV-143 R2INACD, SRPT-217 R2INACW, DBI-251, ADV-144, SRPT-187, SRPT-217 R2INAUX, DBI-252, ADV-144, SRPT-217


Book ID Book Title








123

R2INAUXSTBY, DBI-98, DBI-99, DBI-252 R2ONACD, DBI-252, ADV-144, SRPT-187 R2OTHER, DBI-253, ADV-144, SRPT-217 R2OTHERSTBY, DBI-98, DBI-99, DBI-253 R2OTHERSTBY (real-time), DBI-250 R2STAFFED, DBI-253, ADV-144, SRPT-156,

SRPT-186, SRPT-191 R3 migration, non-disruptive, HAU-21 R3V11

Database items, CDES-30 Enhancements, CDES-23 Error Messages, CDES-34 Language support, CDES-29 Report Changes, CDES-33

R3V8 Enhancements, HAU-21 RAGOCC, ODBC-217, DBI-254 Range/List, CRPT-59 Range/List Variable, CRPT-96 RAVGSPEEDANS, ODBC-217, DBI-254 rcp, ECHI-36 Read Permission, SRPT-560 read permission, ADV-160 read/write permissions, VVUG-16 reading mail, ECHI-49 Readme file, SIGS-19, SIGS-93, SIGS-98 Real-Time, CRPT-36 real-time

create new query, RDUG-119 reports, RDUG-29

Real-Time Agent Reports, overview, SRPT-116 Real-Time Database, SRPT-560, CRPT-170 real-time database, ADV-160 Real-Time Database, Definition, SRPT-26 real-time databases

storing, VVUG-15 summarizing, VVUG-15

Real-Time fields on General tab, RDUG-159 Real-Time Reports, SRPT-560

Agent Graphical Information Report, SRPT-131 Agent Group Report, SRPT-120 Agent Information Report, SRPT-126 Agent Report, SRPT-123 Agent report input window, SRPT-118 Agent report selector window, SRPT-117 Agent Reports, SRPT-116 Call Profile, SRPT-180 Drill-Down Reports, SRPT-298 Drill-Down Top Agent Work State Report, SRPT-300 Drill-Down Work State Report, SRPT-304 Event Count Summary Report, SRPT-139 Graphical Active Agents, SRPT-184 Graphical Allocated Agents, SRPT-188 Graphical Call Profile Report, SRPT-199 Graphical EWT Report, SRPT-203 Graphical Queue Report, SRPT-207 Graphical Skill Overload Report, SRPT-210 Graphical Staffing Profile Report, SRPT-213 Graphical Status Report, SRPT-218 Graphical Top Skill Status Report, SRPT-223 Multi-ACD Report, SRPT-142 Multi-ACD Top Agent Report, SRPT-150 organization, SRPT-113 Other Reports, SRPT-137 overview, SRPT-113


Book ID Book Title








124

presentation, SRPT-114 Queue Agent Status Report, SRPT-165 Queue Agent Summary Report, SRPT-172 Queue/Agent report, SRPT-158 Queue/Agent Report selector window, SRPT-158 Queue/Agent Reports, SRPT-157 Queue/Top Agent Status Report, SRPT-159 Reserve1 AUX Agents Report, SRPT-228 Reserve2 AUX Agents Report, SRPT-232 roadmap, SRPT-115 Skill AUX Report, SRPT-236 Skill Status Report, SRPT-238 Skill Top Agent Report, SRPT-244 Split Status Report, SRPT-250 Split/Skill Agent Status by Location

Report, SRPT-267 Split/Skill by Location Report, SRPT-259 Split/Skill Graphical AUX Agents

Report, SRPT-192 Split/Skill Graphical AUX Top Agents

Report, SRPT-196 Split/Skill Report, SRPT-255 Split/Skill Reports, SRPT-175 Split/Skill Top Agent Status Report, SRPT-262 Trunk Group Report, SRPT-272 Trunk Group report, SRPT-272 VDN Call Profile Report, SRPT-279 VDN Graphical Call Profile Report, SRPT-283 VDN Report, SRPT-290 VDN Reports, SRPT-276 VDN Skill Preference Report, SRPT-287 Vector Report, SRPT-293

Real-time reports Split/Skill, SRPT-179

real-time reports, ADV-160 Real-Time Reports, Definition, SRPT-26 Real-Time Reports, organization, SRPT-113 Real-Time Reports, overview, SRPT-113 Real-Time Reports, presentation, SRPT-114 Real-Time Reports, roadmap, SRPT-115 real-time status reports

description, BCMS-19 Real-time, Defining Report as, CRPT-36 rearrange data items, RDUG-166 REASON, ODBC-252, DBI-254 Reason Code 0, SRPT-194, SRPT-198, SRPT-227, SRPT-326, SRPT-408 Reason Code 1 I 9, SRPT-227 Reason Code 1-9, SRPT-194, SRPT-198, SRPT-408 Reason Code Names form, ACD-304 Reason Codes, ACD-196 to ACD-199

auxiliary (AUX) work modes, ACD-197 considerations, ACD-198 default codes, ACD-198 forced reason codes, ACD-197 forms, ACD-196 interactions

Abbreviated Dialing (AD), ACD-199 Auto Available Split (AAS), ACD-199 Basic Call Management System (BCMS), ACD-199 Call Management System (CMS), ACD-199 CallVisor ASAI, ACD-199 direct agent calling (DAC), ACD-199 multiple skills, ACD-199 Redirection on No Answer (RONA), ACD-199 VuStats, ACD-274


Book ID Book Title








125

requested reason codes, ACD-197 reason codes, LBA-59 Reason Codes 1-9, SRPT-326 REASON_ CODE, ODBC-243 REASON_CODE, DBI-255 Reasons for Reissue, TPM-11 reasons for reissue, SCAT-7 Reboot, ECHI-44 reboot, LBA-78 receiving computer, ECHI-36 receiving feedback about a call, EAS-35, BCS-28 recognition errors on disk, SIMT-424 recognizing new hardware devices, SIMT-357 recommended configurations

ON-Bar, LAN-21 storage manager, LAN-23

RECONNECT, ODBC-211, DBI-255, SRPT-359 Reconnect, SRPT-359 Record field format, ECHI-13 Recorded Announcement

interactions Call Vectoring, ACD-131 Service Observing, ACD-231

records, LBA-87 recovering a system, SIMT-298 Recovery Kit, HAU-28 recovery kit, ADM-630 recovery kit and software log, LBA-90 recovery procedures, BLD-158, SE35-174, UL5-184

keyboard becomes unplugged, SE35-175, SUN-161, UL5-185

loss of power, BLD-158, SE35-174, UL5-184 NTS fails to load the boot file, TPM-106 NVRAM chip, SE35-180, SIMT-60 preserving data after a system failure, BLD-158,

SE35-174, SUN-140, UL5-184 probe command warnings, BLD-160, SE35-176,

SUN-143, UL5-186 Redirect calls to VDNs, EAS-311, BCS-97 Redirect On No Answer, SRPT-560 Redirect On No Answer (RONA), ADV-160

feature interactions, ADV-120 redirect remote console port, SIMT-219, SIMT-220, SIMT-365 redirecting calls

methods for, EAS-42, BCS-36 redirecting calls, methods for, EAS-42, BCS-36 redirecting the console, BLD-129, SE35-137, SUN-131, UL5-153

in OpenBoot mode, BLD-131, SE35-139, SUN-133, SIMT-367, UL5-155 with Solaris, BLD-128, SE35-136, SUN-130, UL5-152 with Solaris, SIMT-364

Redirection on No Answer (G3V2 and later), DBI-104 Redirection on No Answer (RONA), ACD-200 to ACD-212

applications, ACD-201 auxiliary (AUX) work modes, ACD-201 considerations, ACD-204 forms, ACD-200 home agents, ACD-202 interactions

Abandoned Call Search, ACD-205 agent logout, ACD-205 agent work modes, ACD-205 agents in multiple splits, ACD-205 attendant return call, ACD-207 Auto Available Split (AAS), ACD-205


Book ID Book Title








126

automatic answering, ACD-208 Basic Call Management System

(BCMS), ACD-203 Best Service Routing (BSR), ACD-116 Call Coverage, ACD-208 Call Detail Recording (CDR), ACD-208 Call Forwarding, ACD-209 Call Management System (CMS), ACD-203 Call Pickup, ACD-209 Call Vectoring, ACD-131, ACD-209 called number displays, ACD-209 calling number displays, ACD-209 CallVisor ASAI, ACD-206 delay announcements, ACD-209 direct agent calling (DAC), ACD-210 direct department calling (DDC), ACD-210 home agents, ACD-210 Inbound Call Management (ICM), ACD-210 message center/server service, ACD-210 Multiple Call Handling (MCH), ACD-177,

ACD-210 Music on Hold Access, ACD-211 Night Service, ACD-211 Queue Status Indications, ACD-211 queues, ACD-211 Reason Codes, ACD-199 Service Observing, ACD-231 stations, ACD-211 VDN in a Coverage Path, ACD-250 VDN of Origin Announcement

(VOA), ACD-256 Voice Messaging Systems, ACD-207 Voice Response Integration (VRI), ACD-211,

ACD-264 NATO timers, ACD-212 reports, ACD-203 returning AAS agents to service, ACD-204 ringing call timers, ACD-212 routing sequences, ACD-202 split lamp indicators, ACD-204 vector directory numbers (VDN), ACD-200 voice response unit (VRU) applications, ACD-201 wait answer supervision timers (WAST), ACD-212

reducing caller hold time, EAS-27, BCS-22 number of needed agents, EAS-46, BCS-39 staffing requirements, EAS-27, BCS-22 transferred calls, EAS-27, EAS-43, BCS-21, BCS-36

Refresh Rate, SRPT-560 refresh rate, ADV-161, LBA-30 regulations (for Service Observing), ACD-218 reinstalling

HSI/P patch, SCAT-196 software, SCAT-195

HSI/S patch, SCAT-201 software, SCAT-200

Related Documents, TPM-14 Related documents, ODBC-13, DBI-21, ADV-15, LAA-14, LBA-12, CRPT-9, ECHI-6


Book ID Book Title








127

related documents, SE35-12, SUN-10, SIGS-12, RDUG-19, LAN-9

Relational database model, ODBC-23 Relational Operators, CRPT-94 Release buttons, ACD-67 releases supported, SCAT-20 remote, ECHI-36 Remote Access

Service Observing, ACD-221 remote access port

redirecting to local, SIMT-220, SIMT-366 redirecting to remote, SIMT-219 testing, SIMT-218

Remote Access security, LBA-71 remote connections

Generic 2 analog connection to DCIU, SCAT-91 DS1 connection to DCIU, SCAT-94

Generic 3r analog connection to packet

gateway, SCAT-80 DS1 connection to packet gateway, SCAT-83

Generic 3si analog connection to processor

interface, SCAT-70 analog connection via digital port, SCAT-74 DS1 connection to processor

interface, SCAT-77 remote console

access, BLD-128, SE35-136, SUN-130, UL5-152 administering the port, SIMT-200 designating ports, HAAD-45 modem connectivity, BLD-34, UL5-37 placing into single-user mode, TPM-160 redirecting the port, BLD-129, SE35-137,

SUN-131, SIMT-219, SIMT-220, SIMT-365, UL5-153

set up, HAAD-45 setting up the software, HAAD-45 single-user mode, SIMT-376 using, SIMT-201, SIMT-364

remote console modem installation, SE35-48 options, SE35-55

remote service observing, ACD-220 remove

data group items in Report Wizard, RDUG-40 data items, RDUG-166 input fields, RDUG-101 item from a report, RDUG-67

Remove a Data Source, ODBC-54 Remove Agents from Skill dialog box, ADV-137 remove command, BCMS-108 removing

ACDs, SIMT-236 Aurora SBus software drivers, SPARCserver, SUN-97 boards, SE35-67, SE35-195, SUN-22 CMS package fails, SIMT-378 external SCSI tape drives


feature packages, SIMT-238, SIMT-239


Book ID Book Title








128

HSI/P patch, SCAT-193 software driver, SCAT-194

HSI/S patch, SCAT-198 software driver, SCAT-199

I/O cards Enterprise 3000, SUN-29 SPARCserver, SUN-83

NTS, TPM-104 patches, SIMT-250 SAI/P cards, BLD-64, UL5-71 tape drive, UL5-142 tape drives, BLD-113, BLD-117, UL5-135,

UL5-142 removing incorrect digits strings, EAS-184, BCS-72 renaming objects, VVIN-41 Repeated Horizontally, CRPT-97 Repeated Vertically, CRPT-97 replacing

clock board, SUN-25 disk drives


external SCSI disk drives, BLD-90, UL5-99 external SCSI tape drive, SUN-120 internal tape drives, SUN-71 NVRAM, SE35-71, SUN-26 power/cooling module, SE35-134, SE35-211 primary internal EIDE boot disk drive, BLD-74,

UL5-82 second internal disk drive, BLD-82, UL5-90,

UL5-195 tape drives, BLD-113, UL5-135 UltraSCSI card with a SunSwift card, UL5-65

Reply step, VVUG-54 reply-best, LAA-78, LAA-89 reply-best command, EAS-453 Report

Copy, CRPT-47 Editing with Blocks, CRPT-48 Verify, CRPT-47

report Agent Occupancy, LAA-96 Call Profile, LAA-80 Error Log, LAA-54 Graphical Skill Overload, LAA-148 Multi-ACD Call Flow by VDN, LAA-81 Split Skill by Interval, LAA-80 Split/Skill, LAA-44 Trunk Group Members, LAA-46 Trunk Group Summary by Interval, LAA-81 VDN Call Profile, LAA-44 Vector Configuration, LAA-48

Report Access, CRPT-35 Report Charts, SRPT-59 report colors, ADM-27 Report Data Start Time field, RDUG-143 Report Description, CRPT-34 Report Description field, RDUG-50


Book ID Book Title








129

Report Designer, ADM-196 basics, RDUG-65 definition, RDUG-14 introduction, RDUG-13 menus, RDUG-66 start, RDUG-73

report destination, RDUG-94 Report Input Variables, CRPT-90 Report Input window and fields, RDUG-92 Report Intervals, SRPT-312 Report Manager

about, RDUG-53 copy report to designer category, RDUG-57 definition, RDUG-54

Report menu, RDUG-66 Exit, RDUG-66 Run, RDUG-66 Save, RDUG-66 Save As, RDUG-66

Report Menu Bar, SRPT-45 Report Menu Bar, report menu, SRPT-45 Report Menu Bar, Save as HTML, SRPT-48 Report Name, CRPT-33, CRPT-37 Report Name field, RDUG-50 Report Run Dates, Browse Date, SRPT-38 Report Run Dates, Browse Dates, SRPT-39 Report Run Dates, Browse Months, SRPT-40,

SRPT-41 Report Run Dates, Selecting, SRPT-37 Report Run Times, Browse Time, SRPT-43 Report Run Times, Selecting, SRPT-42 Report Scheduler feature, BCMS-7, BCMS-100

adding a report, BCMS-101 change command, BCMS-106 enabling, BCMS-97 print intervals, BCMS-100 purpose, BCMS-100 remove command, BCMS-108 what it prints, BCMS-98

Report Scheduler screen field descriptions, BCMS-104

Report Select Window, CRPT-32 Report Selector window, RDUG-54 Report Tables, SRPT-57 Report Type, CRPT-47 Report Types, SRPT-57 Report Windows

Changing Column Widths, SRPT-85 Graphical Report Window, SRPT-85 Resizing, SRPT-85 Standard Windows, SRPT-85

Report Wizard buttons, RDUG-23 Change Input Captions page, RDUG-47 chart formats, RDUG-43 create custom report headings, RDUG-41 data item colums on Select Data Items page, RDUG-37 defining sections, RDUG-32 Display Data Group items that contain, RDUG-37 expand and collapse categories, RDUG-35 filter data group items, RDUG-39 Finish page, RDUG-51 levels of data groups, RDUG-33 move data group items, RDUG-40


Book ID Book Title








130

No Pre-selection, RDUG-38 overview of steps, RDUG-25 Preview Option page, RDUG-48 procedures for Select Data Items page, RDUG-39 removing data group items, RDUG-40 reposition data group items, RDUG-41 Save Report page, RDUG-49 Select a Data Group page, RDUG-33 Select a Report Layout page, RDUG-30 Select a Report Type page, RDUG-28 Select Chart Format page, RDUG-42 Select Data Items page, RDUG-36 Select Table Format page, RDUG-45 Selection Layout page, RDUG-31 sorting data group items, RDUG-40 start, RDUG-26 toolbar icon, RDUG-26

Report, Editing and Viewing, SRPT-57 reporting

agent handling, EAS-47, BCS-40 call handling, EAS-47, BCS-40 via Basic Call Management System, EAS-47,

BCS-40 via BCMS, EAS-47, BCS-40 via Call Management System, EAS-47 via CMS, EAS-47

Reports, LBA-55 Access to, CRPT-35 Changing Input Fields for, CRPT-65 Changing No-Scroll Areas, CRPT-115 Copying an Existing Report, CRPT-45 custom, HAU-39 Defining Report Type, CRPT-36 Description, Entering, CRPT-34 designer, HAU-40 Fields in, CRPT-66 Highlighting Fields, CRPT-111 Input Fields for, CRPT-55 Naming, CRPT-33 No-Scroll Areas, CRPT-114 Running, CRPT-129 Saving a Design, CRPT-116 Saving the Name, CRPT-37 Showing Run Time/Date and User Inputs, CRPT-106 Testing a Design, CRPT-117 Text, CRPT-53

reports ACD Administration Log, ADM-689 adding to Report Scheduler, BCMS-101 BCMS, BCMS-10

BCMS Split Report, EAS-575, BCS-226 VDN Real-Time Report, EAS-575, BCS-226 VDN Summary Report, EAS-575, BCS-226

BCMS Agent Report, BCMS-52 ACD planning, BCMS-112

BCMS Agent Summary Report, BCMS-57 BCMS Split or Skill Report

ACD planning, BCMS-113 BCMS Split or Skill Status Report

ACD planning, BCMS-111 BCMS Split Report, BCMS-62 BCMS Split Status Report, BCMS-40 BCMS Split Summary Report, BCMS-70


Book ID Book Title








131

BCMS System Status Report, BCMS-44 ACD planning, BCMS-110

BCMS Trunk Group Report, BCMS-78 ACD planning, BCMS-112

BCMS Trunk Group Summary Report, BCMS-83 BCMS VDN Report, BCMS-87

ACD planning, BCMS-113 BCMS VDN Status Report, BCMS-48

ACD planning, BCMS-111 BCMS VDN Summary Report, BCMS-92 changing schedule, BCMS-106 choosing, ADM-198 CMS

Split Summary Report, EAS-574 VDN Report, EAS-574 Vector Report, EAS-574

CMS VDN Status Report, BCMS-48 colors, ADM-30 configuring, ADM-196 custom, ADM-196 data collection, ADM-405 Dictionary, ADM-189 Dictionary, printing, ADM-190 displaying list of scheduled reports, BCMS-104 displaying real-time status reports, BCMS-19 exceptions, agent, ADM-348 exceptions, trunk group, ADM-374 format charts, RDUG-157 format tables, RDUG-186 generating, ADM-200 historical, RDUG-29 integrated, RDUG-29 kinds of, RDUG-14 listing scheduled, BCMS-104 malicious call trace, ADM-409 maximum number for printing, BCMS-100 maximum per night, BCMS-109 members, trunk group, ADM-303 name, RDUG-57 on agents, BCMS-10 on splits, BCMS-10 on trunk groups, BCMS-10 on VDNs, BCMS-10 print setup, changing, ADM-202 printing, ADM-201 real-time, RDUG-29 removing from Report Scheduler, BCMS-108 restarting, ADM-203 running, ADM-198 specifying day and time to print, BCMS-100 split members, running, ADM-252 split/skill, exceptions, ADM-362 standard, ADM-196 steps for printing using Report Scheduler feature, BCMS-103 to summarize, ADM-197 type of

list reports, BCMS-10 monitor reports, BCMS-10

types, RDUG-29 types of, ADM-196 VDN, exceptions, ADM-388 vector, exceptions, ADM-401 when scheduled reports cannot be printed, BCMS-97


Book ID Book Title








132

Reports input window, ADM-201 reports saved as HTML, ADM-216 Reports That Cannot Be Customized, CRPT-19 Reports, Copying Charts, SRPT-84 Reports, Editing, SRPT-52

Menu, SRPT-52 Menu Item Functions, SRPT-53

Reports, Exporting Data, SRPT-82 Reports, Formatting


Reports, Layouts, SRPT-57 Reports, Minimized, SRPT-77

Icons, SRPT-77 Threshold Icons, SRPT-78

Reports, Options, SRPT-56 Reports, Resizing Windows and Columns, SRPT-85 Reports, Tools


Reports-specific calculations, DBI-311 reposition data group items in Report

Wizard, RDUG-41 Requesting Data in ODBC, ODBC-25 requeuing calls, EAS-44, BCS-37 required

hardware, LAN-16 software, LAN-16

Requirement Forecast Reports, FCST-121 Agent Positions Required Report, FCST-121,

FCST-123 Trunks Required Report, FCST-121, FCST-127

Requirements, ECHI-34, ECHI-46 requirements

software and hardware for adjunct routing, EAS-473 for advanced vector routing, EAS-471 for ANI/ii-digits routing, EAS-472, BCS-192 for basic call vectoring, EAS-470, BCS-191 for Best Service Routing, EAS-471 for call prompting, EAS-470, BCS-192 for look-ahead interflow, EAS-473

Reserve Agent, DBI-87 reserve agent, ADV-161 Reserve Agent Work Time Tracking, DBI-88, DBI-97, CDES-28, CDES-31 Reserve Agent Work Time Tracking database items, DBI-98 Reserve Agent Work Time Tracking feature

Requirements, DBI-97 Reserve Agents, ACD-135 reserve agents, ADV-41, ADV-42, ADV-91, LAA-129

activating, ADV-42, LAA-130 administering, ADV-113

Reserve Agents ACD Calls, DBI-87 Reserve Level, ACD-281 reserve level, ADV-161 reserve levels, ADV-91 reserve skills, ADV-42, LAA-130 Reserve1 Agents (Active), SRPT-217 Reserve1 Agents (active), SRPT-191 Reserve1 Agents (AUX), SRPT-216 Reserve1 Agents (Other), SRPT-217 Reserve1 Agents in AUX, SRPT-229 Reserve1 Agents Staffed, SRPT-156, SRPT-163, SRPT-186, SRPT-191 Reserve1 AUX Agents Report, SRPT-228


Book ID Book Title








133

Reserve2 Agents (Active), SRPT-217 Reserve2 Agents (active), SRPT-191 Reserve2 Agents (AUX), SRPT-217 Reserve2 Agents (Other), SRPT-217 Reserve2 Agents in AUX, SRPT-233 Reserve2 Agents Staffed, SRPT-156, SRPT-163,

SRPT-186, SRPT-191 Reserve2 AUX Agents Report, SRPT-232 reset, ECHI-44 resize items on a report, RDUG-85 Resizing Report Windows and Columns, SRPT-85 Responsibilities, TPM-22 responsibilities, LAN-16 restart, LBA-78 restarting a report, ADM-203 restarting a restore, LAN-73 Restarting Reports, procedure, SRPT-44 Restore, HAU-65 restore

automatic, ADM-633 CMS data, LAN-35 CMS system, LAN-37 CMS system data, LAN-46 disk partitioning, LAN-42 manual, ADM-635 specific files, LAN-36

restore, historical data, HAAD-58 restore.log, LAN-62 restoring a system, SIMT-331 restoring data, ADM-657

disk failure, SIMT-290, SIMT-298, LAN-53 disk replacement, SIMT-290, SIMT-298, LAN-53 full and incremental backup, SIMT-262 maintenance backup, SIMT-260 specific files, SIMT-350 without backup, SIMT-349

restricted line appearances, ACD-177 resync problem, SIMT-412 Retrieve Data, CRPT-23 retrieve data, RDUG-225 Return Destination, ACD-312 RETURNCALLS, ODBC-194, DBI-255 Reverse Video, CRPT-112 RFS, ECHI-36 Right field, RDUG-168 Ringback Queuing


Ringback step, VVUG-53 RINGCALLS, ODBC-108, ODBC-138, ODBC-178, ODBC-194, DBI-255 RINGING, ADV-161, SRPT-127, SRPT-135, SRPT-226, SRPT-326, SRPT-408, SRPT-560 Ringing, SRPT-148, SRPT-247, SRPT-258 Ringing (G3, G2, System 85), DBI-104 ringing call timers, ACD-212 RINGTIME, ODBC-108, ODBC-138, ODBC-178, ODBC-194, DBI-256 RL, ACD-281 Rls, SRPT-359 Roadmap

Historical Split/Skill Reports, SRPT-374 Historical System Reports, SRPT-430 Historical Trunk/Trunk Group Reports, SRPT-454 Historical VDN Reports, SRPT-472 Historical Vector Report, SRPT-505 Real-Time Agent Reports, SRPT-116


Book ID Book Title








134

Real-Time Other Reports, SRPT-137 Real-Time Queue/Agent Reports, SRPT-157 Real-Time Split/Skill Reports, SRPT-175

ROLE, DBI-257, DBI-297, ADV-144, SRPT-271 Role, SRPT-169, SRPT-229, SRPT-233, SRPT-271 roles and responsibilities

customer, HAAD-12 technical support personnel, HAAD-11

Rolling ASA, ADV-161, SRPT-560 rolling ASA

considerations, EAS-136 split calculation, EAS-135 VDN calculation, EAS-135

Rolling Average Speed of Answer, LAA-70 rolling average speed of answer, EAS-134 Rolling Chart field, RDUG-159 Rolling check box, RDUG-134 rolling-asa, LAA-70 RONA, DBI-104 root, ECHI-34 root password, SIMT-50 Rotation field, RDUG-181 Route To Digits step, VVUG-61 Route To Number step, VVUG-61 route-to vector commands, ACD-147 route validation, EAS-406 route validation failure, EAS-406 route-to, LAA-78, LAA-85, LAA-88

look-ahead interflow, EAS-209 route-to command, EAS-455, BCS-181

differences between G2 and R5, EAS-554 neutral vector command, EAS-208, EAS-460 summary of conditions for destination

types, EAS-579, BCS-227 syntax, EAS-455, BCS-181 troubleshooting, EAS-507, BCS-208

route-to digits, EAS-59, BCS-48 route-to digits with coverage, LAA-94 route-to number, EAS-59, EAS-300, BCS-48, BCS-86 route-to number vector command

service observing, ACD-231 route-to number with coverage, LAA-94 route-to requests

multiple outstanding, EAS-179 routing, EAS-141

adjunct, LAA-72 Best Service, LAA-72 CentreVu Virtual, LAA-83 ii-digits, EAS-144

uses for, EAS-144 routing calls, EAS-22, EAS-24, EAS-27, EAS-42, EAS-43, EAS-57, BCS-21, BCS-36, BCS-47

based on DNIS, EAS-46, BCS-39 example table of call distribution via UCD/EAD, EAS-370 example table of UCD/EAD call scenario, EAS-369 intelligently, EAS-203 to an agent, EAS-367

delivery from a skill hunt group, EAS-367 to skill queue

using call prompting, EAS-364 using expert agent selection, EAS-367 using super agent pool, EAS-365

routing tables, EAS-142 roving agents, ADV-161 ROW, ODBC-249


Book ID Book Title








135

Row Identifier data, ODBC-69 Row Identifier data, definition, DBI-34 ROW_DATE, SRPT-319, SRPT-321, SRPT-324,

SRPT-326, SRPT-330, SRPT-335, SRPT-340, SRPT-344, SRPT-347, SRPT-349, SRPT-353, SRPT-358, SRPT-373, SRPT-380, SRPT-385, SRPT-387, SRPT-390, SRPT-392, SRPT-399, SRPT-402, SRPT-405, SRPT-407, SRPT-413, SRPT-419, SRPT-435, SRPT-439, SRPT-449, SRPT-466, SRPT-476, SRPT-480, SRPT-484, SRPT-487, SRPT-491, SRPT-493, SRPT-497, SRPT-502

ROW_DATE (index), ODBC-108, ODBC-138, ODBC-158, ODBC-167, ODBC-178, ODBC-194, ODBC-202, ODBC-205, ODBC-211, ODBC-215, ODBC-217, ODBC-228, ODBC-232, ODBC-243, ODBC-244, ODBC-245, ODBC-247, ODBC-248, ODBC-249, ODBC-250, ODBC-252, DBI-257

ROW_TIME, ODBC-243, ODBC-244, ODBC-245, ODBC-247, ODBC-248, ODBC-249, ODBC-250, ODBC-252, DBI-260

ROW_TIME (index), ODBC-228 row-oriented reports, RDUG-46 Rows

Accessing the Row Search Window, CRPT-89 Assigning Search ID, CRPT-101 Changing Search Conditions, CRPT-105 Changing Search ID, CRPT-105 Defining, CRPT-88, CRPT-90, CRPT-91,

CRPT-93, CRPT-96, CRPT-97, CRPT-98, CRPT-99, CRPT-100, CRPT-155, CRPT-156, CRPT-157, CRPT-158

Field/Bar Types for, CRPT-97 From Tables, CRPT-91 Range of Values, CRPT-155 Saving Search Conditions, CRPT-100 Selecting from a Table, CRPT-93 Selecting Search ID, CRPT-90 Sort Types, CRPT-98 Sorting Data, CRPT-99 With User Inputs, CRPT-95

RSERVLEVELP, ODBC-217, DBI-261 RSV_LEVEL, DBI-98, DBI-102, DBI-261 run a report, LBA-55 Run button, SIGS-60 Run menu item, RDUG-66 Run or Edit Report at a later time field, RDUG-52 Run Report field, RDUG-51 Run Report for ACD field, RDUG-51 run_cms, SIMT-240, SIMT-245 run_ids, SIMT-239, SIMT-245 Run-Date, CRPT-106 running a cmsadm backup, LBA-77 Running a Report, CRPT-129 running a report, ADM-198 Running Custom Reports, CRPT-129 Running Reports, SRPT-37 Run-Time, CRPT-106


Book ID Book Title








136

S

safety precautions, BLD-20, SE35-22, UL5-22 SAI/P

card moving, BLD-63, UL5-70 removing, BLD-64, UL5-71

expander box, BLD-36, UL5-39 SAI/P driver installation, SIMT-77 Sample, ECHI-22 Sample of Data Ordered by Date in Ascending

Order, CRPT-99 Sample of Data Ordered by Date in Descending

Order, CRPT-98 Sample of Data Ordered by Split, CRPT-99 Sample of Data Ordered by Split and ACD

Calls, CRPT-100 Save, CRPT-54

Work, CRPT-109 Save as HTML, SRPT-48

Browsers, SRPT-48 Fonts, SRPT-51 Not Using Templates, SRPT-50 Output Files, SRPT-50 Save as location, SRPT-48 Template Tags, SRPT-51 Templates, SRPT-50 Using, SRPT-49 Using Existing Templates, SRPT-51

Save As HTML window, ADM-216 Save As menu item, RDUG-66 Save As on Terminal Emulator Profile

menu, SIGS-63 Save as Script – Action window, ADM-222 Save menu item, RDUG-66 Save on Terminal Emulator Profile menu, SIGS-63 Save Profile As dialog box on Terminal Emulator, SIGS-76 Save Report page in Report Wizard, RDUG-49 Save the report being copied as button, RDUG-61 Save the Report Name, CRPT-37 Save Vector As window, VVUG-48 Saving

Bar Definition, CRPT-87 Design, CRPT-54 Field Definitions, CRPT-79 Report Design, CRPT-116 Report Name, CRPT-37 Row Search Conditions, CRPT-100 Var/Date/Time Field, CRPT-109 Variable Field, CRPT-63 Your Work, CRPT-54

saving a profile on Terminal Emulator, SIGS-63 saving vectors

from and to ACDs, VVUG-69 Saving Your Work, CRPT-109 SBus+ I/O board, SE35-191 scalable printing, VVIN-48 Scalable Printing window, VVUG-48 Scale

None, CRPT-84 Without Tick Marks, CRPT-83


Book ID Book Title








137

scenario Vector Editor, VVUG-63

scheduling scripts to print reports, LBA-49 timetable, LBA-41

scheduling backups full maintenance, LBA-84

scheduling packages, LBA-49 ScratchPad, VVIN-40 ScratchPad folder, VVIN-52 ScratchPad object

description of, VVUG-25, VVUG-31 screen

Customer Options, BCMS-13 Hunt Group, BCMS-13 System-Parameters Customer

Options, BCMS-97 VDN, BCMS-13

Screen Painter Accessing, CRPT-41 Definition, CRPT-15 Editing Keys, CRPT-42, CRPT-45 Entering Text, CRPT-53 Get Copy Window, CRPT-46 Movement Keys, CRPT-42 Moving the Cursor, CRPT-42 Scrolling, CRPT-44 Secondary Windows, CRPT-44

script creating automatic, ADM-212 creating to run reports, ADM-207 exporting report output, ADM-214 to export report data as HTML, ADM-216

Script button, SIGS-60 Script button on Report Selector window, RDUG-54 Scripting, ADV-161, SRPT-560 scripting

non-report actions, ADM-219 scripting an action, ADM-222 scripting an input window, ADM-220 Scripting, Using, SRPT-36 scripts

administration for automatic scripts, LBA-47 automatic scripts, LBA-46 conditions, LBA-46 creating a script to activate an agent trace, LBA-51 definition, LBA-46 interactive, LBA-46 organizing, LBA-52, ADM-224 scheduling reports to print, LBA-49

Scrolling Screen Painter, CRPT-44 SCSI devices

daisy chaining, BLD-37, UL5-40 installing/connecting, BLD-37, UL5-40 SunSwift, UL5-40 UltraSCSI, UL5-42

SCSI problems, SUN-144 SCSI terminator, SE35-43 Search ID

Assigning, CRPT-101 Changing, CRPT-105 Selecting, CRPT-90

search values, DBI-296 Searching for Database Items, CRPT-88


Book ID Book Title








138

Seasonal Trending In Forecast Calls Carried Algorithm, FCST-143

second announcements, ACD-80 Second call segment, ECHI-27 Second call segment record table, ECHI-28 Secondary CMS Server, HAU-25

failure, HAU-77 unscheduled outage, HAU-66

secondary server defined, HAAD-7 installed software, HAAD-7

Secondary Skill, SRPT-561 secondary skill, ADV-161 Seconds, SRPT-380, SRPT-480, SRPT-491 SECPERWK, ODBC-232 Secs, SRPT-181, SRPT-201, SRPT-286, SRPT-402 Secs., SRPT-281, SRPT-285 SECS_PER_DAY, DBI-309 SECSPERDAY, ODBC-232 SECSPERMN, ODBC-232 security

main type of problem, EAS-595 method

front-ending remote access, EAS-595 advantages, EAS-595

replacing remote access, EAS-596 methods for preventing remote access

abuse, EAS-595 preventing unauthorized users access, EAS-595 replacing remote access, EAS-596 with EAS, EAS-596 with expert agent selection, EAS-596 with remote access, EAS-595 with service observing, EAS-597 with vector initiated service observing, EAS-597

security alerts Service Observing, ACD-225 Voice Response Integration (VRI), ACD-259

Security Code, ACD-278 security precautions

service observing, LBA-69 SEGMENT, ODBC-228, DBI-261, ECHI-21, ECHI-25, ECHI-29 SEGSTART, ODBC-228, DBI-261, ECHI-21, ECHI-23, ECHI-28 SEGSTOP, ODBC-228, DBI-262, ECHI-21, ECHI-23, ECHI-28 SEIZED, ADV-161, SRPT-561 SEIZED trunk state name, RDUG-99 select

chart type, RDUG-180 field type, RDUG-139 multiple items on the report, RDUG-86

Select a Data Group page, RDUG-33 Select a Data Group page in Report Wizard, RDUG-33 Select a Report Layout page in Report Wizard, RDUG-30 Select a Report Type, CRPT-47 Select a Report Type page in Report Wizard, RDUG-28 Select an input for your field window, RDUG-142 SELECT box, RDUG-117 Select Chart Format page in Report Wizard, RDUG-42 Select Data Items page in Report Wizard, RDUG-36 Select Data Items page procedures, RDUG-39 Select Field, CRPT-67 Select Inputs assistant, RDUG-68 Select Table Format page in Report Wizard, RDUG-45 Select Tables button, SIGS-60


Book ID Book Title








139

Select the Vector to Open window, VVUG-47 Selected Data Items in Report Wizard, RDUG-37 selecting calls for an agent, ADV-25 selecting elements of BSR Application Plan, LAA-99 Selecting Reports, SRPT-37 Selecting Rows from an ACD, CRPT-96 selection, ADV-22 Selection Layout page in Report Wizard, RDUG-31 Send All Calls (SAC)


Send Break on Terminal Emulator Connection menu, SIGS-65

Send UCID to ASAI, ACD-291 Seq, SRPT-358 SEQNO, ODBC-243, ODBC-244, ODBC-245,

ODBC-247, ODBC-248, ODBC-249, ODBC-250, ODBC-252

SEQUENCE_NUM, ECHI-23 sequential flow, LAA-66 serial connection problems, SIGS-96 Series Labels tab

about, RDUG-174 edit data item headings, RDUG-175 field options, RDUG-174 labels table, RDUG-174

Series Name field, RDUG-168 Server

Installation System Requirements, ODBC-30

server, ADM-20 Server - Run ODBC, ODBC-39 Server Configuration

Debug Levels, ODBC-38 Log Levels, ODBC-38 Run ODBC, ODBC-39

Server Debug Levels, ODBC-38 Server Inicheck Utility, ODBC-64 Server Log File, ODBC-63 Server Log Levels, ODBC-38 service access, SE35-25 Service Interval - Seconds, SRPT-488 Service Interval Answers and Abandons, SRPT-393, SRPT-488 Service Interval Calls Answered, SRPT-393, SRPT-487, SRPT-488 Service Intervals Changed, SRPT-380, SRPT-393, SRPT-480, SRPT-487 Service Level, SRPT-392, SRPT-487, SRPT-561 service level, ADV-161

acceptable, BCMS-12 defining, LAA-44 increment, ADM-289 increments, ADM-313 percent within, BCMS-12 reports, LAA-44 setting the field, BCMS-12

Service Level Supervisor, ADV-41, ADV-87, ADV-161, LAA-129, ACD-135 administering, ADV-110 description, LAA-117 Dynamic Threshold Adjustment, ADV-43, ADV-89, LAA-130 feature interactions, ADV-115, ADV-116, ADV-119 reserve agents, ADV-42, LAA-129 where administered, ADV-84, LAA-139

Service Level Supervisor Call Selection Override, ADV-28, ADV-85, LAA-114, ACD-292 Service Level Target, ADV-90, ACD-134, ACD-135 service level target, LAA-131


Book ID Book Title








140

Service Objective, ADV-27, ADV-91, ADV-162, LAA-113, ACD-135, ACD-278

administering, ADV-103 by VDN, ADV-86 example, ADV-32 new field, ADV-87 where administered, ADV-83, LAA-138

Service Objective, Acceptable Service Level, ACD-311

Service Observe, LAA-79 Service Observing, ADV-162, ACD-218 to ACD-232

activation allowed (after observe activated), ACD-223

activation allowed (at time of activation), ACD-223

button light indicators, ACD-221 button restrictions, ACD-224 conferenced calls, ACD-227 considerations, ACD-226 indicators (to observers), ACD-221 ineligibility, ACD-226 interactions

Add/Remove Skills, ACD-230 assists, ACD-228 Attendant Call Waiting, ACD-229 Automatic Call Distribution (ACD), ACD-86 Basic Call Management System

(BCMS), ACD-228 Bridged Call Appearance, ACD-228 Busy Verification of Terminals and Trunks

(Verify), ACD-228 Call Coverage, ACD-229 Call Management System (CMS), ACD-229 Call Park, ACD-229 Call Pickup, ACD-229 call work codes (CWC), ACD-229 CallVisor ASAI, ACD-228 conference, ACD-229 converse commands, ACD-229 converse-on command, ACD-229 dialed number identification service (DNIS), ACD-230 direct agent calling (DAC), ACD-230 Distributed Communications System (DCS), ACD-229 Expert Agent Selection (EAS), ACD-150 groups, ACD-231 Hold, ACD-230 Integrated Directory, ACD-229 Leave Word Calling (LWC), ACD-230 Look Ahead Interflow (LAI), ACD-230 move agents, ACD-230 Multiple Call Handling (MCH), ACD-230 Music on Hold Access, ACD-230 Night Service, ACD-231 Recorded Announcement, ACD-231 Redirection on No Answer (RONA), ACD-231 Route-to number vector command, ACD-231 Telephone Display, ACD-232 VDN of Origin Announcement (VOA), ACD-231, ACD-256 VOA, ACD-231 Voice Response Integration (VRI), ACD-264


Book ID Book Title








141

VuStats, ACD-232, ACD-274 zip tones, ACD-232

Listen/Talk Access Code, LBA-63 logical agent IDs, ACD-219 multiple observers, ACD-227 observability, ACD-226 observing remotely, ACD-220 regulations, ACD-218 Remote Access, ACD-221 security alerts

general security, ACD-225 remote access security, ACD-226 VDN call security, ACD-225 vector initiated security, ACD-225

Service Observing buttons, ACD-219 skills, ACD-226 splits, ACD-226 transferred calls, ACD-228 trunk calls, ACD-227 vector directory numbers (VDN), ACD-218,

ACD-220, ACD-221 warning tones, ACD-219

service observing, EAS-54, EAS-120, EAS-194 administering, LBA-61 answer supervision, LBA-68 Basic, LBA-61 bridged observers, LBA-67 button lamps and tone indicators, LBA-66 Class of Restriction, LBA-62 conferenced calls, LBA-68 Customer-Options System Parameters

form, LBA-62 deactivating, LBA-65, LBA-66 extensions, LBA-64 feature access code (FAC), LBA-65 Feature Access form, LBA-63 indicators, LBA-66 ineligibility, LBA-67 logical-agent IDs, LBA-64 multiple observers, LBA-68 remote, LBA-65 security precautions, LBA-66, LBA-69 Station form, LBA-63 transferred calls, LBA-69 trunk calls, LBA-68 VDN, LBA-61 VDNs, LBA-65 warning tone, LBA-64

Service Observing (Basic), LBA-62 Service Observing (Remote/By FAC), LBA-62 Service Observing (VDNs), LBA-62 Service Observing interactions

transfer, ACD-229 Service Observing Listen Only Access Code, LBA-63 Service Observing Warning Tone, LBA-63, ACD-290 service observing, definition, LBA-61 Service ObservingVDNs, SRPT-561 Service Routing (BSR), DBI-91 SERVICELEVEL, ODBC-109, ODBC-194, DBI-262, SRPT-201, SRPT-286, SRPT-392, SRPT-402 Services menu, ECHI-34 SERVLEVEL, SRPT-487, SRPT-491 SERVLEVELP, ODBC-217, DBI-262 SERVLEVELT, ODBC-217, DBI-263


Book ID Book Title








142

set up Alarm Origination Manager, SIMT-203, HAAD-46 CMS, SIMT-163, SIMT-164, SIMT-175 CMS authorizations, SIMT-139 data storage parameters, SIMT-156 Informix environment, SIMT-108 LAN for switch connections, SIMT-159 network interface, SIMT-161 NTS, SIMT-213 NTS start-up files, SIMT-85 remote console, SIMT-199, HAAD-45 switch LAN, HAAD-42 TCP/IP, SIMT-159, HAAD-42 Visual Vectors, SIMT-189

set up NTS, TPM-89 setting DIP shunts, SCAT-208 Setting Modem Options, TPM-63 Setting Options

U.S. Robotics Sportster 33.6 Faxmodem, TPM-63 Setting Printer Options, TPM-61 setting the minimum Expected Wait Time, LAA-92 Setting up, ECHI-33, ECHI-34 setting user adjustments, LAA-105 settings

ACD, listing all, ADM-587 ACD, viewing, ADM-585

setup, PUDM-26 ACD/switch, ADM-583

Setup executable file, SIGS-35 setups for network and client, SIGS-27 SETUPTIME, ODBC-158, DBI-263 SEVERITY, ODBC-234 shared memory, LAN-71 shared network configurations, SIGS-27 shared network installation

definition, SIGS-26 procedure, SIGS-34

Shift-Tab, CRPT-43 SHORTCALLS, ODBC-158, ODBC-167, DBI-263 Shortcuts, HAU-49, CRPT-42 shortcuts, ADM-707

copying, ADM-745 copying tasks in, ADM-747 creating, ADM-739 deleting, ADM-753 description, modifying, ADM-744 overview, ADM-737 running, ADM-743 tasks, adding, ADM-741 tasks, deleting, ADM-751 tasks, modifying, ADM-749

Shortcuts, Forecasting, FCST-27 Show All Formats field, RDUG-194 show gridlines, RDUG-187 Show Percentage field, RDUG-43 Show Value As field, RDUG-193 Show Value as Name field, RDUG-205 Show Value field, RDUG-43 shut down CMS, LBA-78 silence, EAS-57, BCS-47

when occurs, EAS-45, EAS-46, EAS-59, BCS-38, BCS-39, BCS-48 Silence step, VVUG-53


Book ID Book Title








143

SIMMs installation sequence, SE35-129, SE35-203 installing, SE35-130, SE35-204

Single ACD Only, CRPT-33, CRPT-170 single objects

changing properties, VVUG-23 Single Value, CRPT-59 Single-User Mode, SRPT-561, CRPT-170 single-user mode, ADV-162, LAA-52, SIMT-376

remote console, TPM-160 setting, ADM-519

Single-User Mode, Definition, SRPT-26 SIT Ineffective Other, ACD-307 SIT Intercept, ACD-307 SIT No Circuit, ACD-307 SIT Reorder, ACD-307 SIT Treatment for Call Classification

form, ACD-305 to ACD-306 SIT Unknown, ACD-307 SIT Vacant Code, ACD-307 Skill, SRPT-132, SRPT-153, SRPT-189, SRPT-194,

SRPT-198, SRPT-201, SRPT-225, SRPT-227, SRPT-229, SRPT-233, SRPT-240, SRPT-302, SRPT-344, SRPT-561, ACD-312

skill, ADV-162 definition, EAS-354 example table for an auto club, EAS-354 table for auto club application, EAS-365 table of preferences assignments for VDN

1616, EAS-366 skill call

example table of distribution for a single agent, EAS-368

skill call queue sequence example table, EAS-368

Skill Level, DBI-44, ADV-26, ADV-32, ADV-48, ADV-96, LAA-136, SRPT-561, ACD-140, ACD-281

description, LAA-112 example, ADV-32 example with Service Objective, LAA-120 example without Service Objective, LAA-119

skill level decisions, ADV-86 Skill Level with Service Objective, ADV-40, LAA-127, ACD-137 Skill Level without Service Objective, ADV-40, LAA-127, ACD-137 skill level, changing, LAA-32, LAA-36 Skill List, LAA-31, LAA-36 Skill Number, ACD-280 skill preferences

Properties of many objects window, VVUG-76 Skill State, DBI-45, DBI-87, SRPT-146, SRPT-153, SRPT-160, SRPT-173, SRPT-186, SRPT-189, SRPT-209,

SRPT-212, SRPT-215, SRPT-220, SRPT-225, SRPT-240, SRPT-256, SRPT-263, SRPT-306 Skill state, DBI-104 Skill Top Agent Report, SRPT-244 SKILL1, SRPT-500, SRPT-503 SKILL1-3, ODBC-195, DBI-264 SKILL2, SRPT-500, SRPT-503 SKILL3, SRPT-500, SRPT-504 SKILLACWTIME1, SRPT-503 SKILLACWTIME1-3, ODBC-194, DBI-264 SKILLACWTIME2, SRPT-503 SKILLACWTIME3, SRPT-504 SKILLCALLS1, SRPT-289, SRPT-503 SKILLCALLS1-3, ODBC-194, DBI-264 SKILLCALLS2, SRPT-289, SRPT-503


Book ID Book Title








144

SKILLCALLS3, SRPT-289, SRPT-504 Skills, SRPT-246 skills

agent skill level routing, ACD-145 auxiliary (AUX) work modes, ACD-201 call handling preferences, EAS-353, ACD-83 converse skills, ACD-258 multi-agent, changing, ADM-243 multiple agents, changing, ADM-242 multiple skills, ACD-199 on request MCH settings, ACD-173 Reason Codes, ACD-199 Redirection on No Answer (RONA), ACD-200,

ACD-202 Service Observing, ACD-226 settings

many forced MCH, ACD-174 one forced MCH, ACD-173 one per skill MCH, ACD-174

VDN, configuring preferences, ADM-281 vector controlled skills, ACD-265 voice response units (VRU), ACD-258 VuStats, ACD-274

Skills 1-15, SRPT-345 SKILLTIME1, SRPT-503 SKILLTIME1-3, ODBC-195, DBI-264 SKILLTIME2, SRPT-503 SKILLTIME3, SRPT-504 SKILLTYPE, ODBC-206, DBI-265 SKILLTYPE2-4, ODBC-206, DBI-265 SKLEVEL, ODBC-205, ODBC-206, DBI-266,

ADV-144, ADV-145 SKLEVEL2-20, ODBC-205, ODBC-206, DBI-266,

ADV-144, ADV-145 SKPERCENT, ODBC-205, DBI-267, ADV-144,

ADV-145 SKPERCENT2-20, ODBC-205, DBI-267, ADV-144,

ADV-145 SKSTATE, DBI-268, DBI-299, ADV-144, SRPT-146, SRPT-153, SRPT-160, SRPT-173, SRPT-186, SRPT-189,

SRPT-209, SRPT-212, SRPT-215, SRPT-220, SRPT-225, SRPT-240, SRPT-256, SRPT-263, SRPT-306, SRPT-535, SRPT-540

SL, ACD-281 slave, ECHI-43 slices, SIMT-408 SLR5 tape drive, UL5-134 SLVL_CHG, DBI-299 SLVLABNS, ODBC-109, ODBC-195, DBI-268 SLVLOUTFLOWS, ODBC-109, ODBC-195, DBI-268 SN, ACD-280 soft partitions, SIMT-396 Software

failures, HAU-22 Internet Call Center, HAU-25 shipped with CMS, HAU-29

software required, LAN-16 required and optional, HAAD-9

software components Visual Vectors client, VVIN-11 Visual Vectors Server Software, VVIN-11


Book ID Book Title








145

software installation DiskSuite, SIMT-100 Bay Networks Annex NTS, SIMT-80 booting from the Solaris software

CD-ROM, SIMT-27 CMS, SIMT-65, SIMT-135 CMS patches, SIMT-146, SIMT-277 CMS Supplemental Services, SIMT-129 DiskSuite, SIMT-100 Feature Packages, SIMT-182 HSI/P, SIMT-74 Informix IDS, SIMT-111 Informix Runtime ESQL, SIMT-114, SIMT-117 Informix software packages, SIMT-107 Informix SQL, SIMT-108 ODBC, SIMT-151 SAI/P, SIMT-77 Solaris, SIMT-25 Solaris, SIMT-25 Solaris patches, SIMT-104, SIMT-271 Sun Online Validation Test Suite, SIMT-67 SunLink HSI/S, SIMT-71 Visual Vectors, SIMT-189 X.25 driver, SIMT-87 X.25 license, SIMT-93

software maintanence, SIMT-231 software requirements, VVIN-13 Solaris, ADM-695

Administering Modems, TPM-239 Administering Printers, TPM-219 Administering Terminals, TPM-200 changing user passwords, ADM-702 local login, ADM-699 printer commands, ADM-705 remote login, ADM-698

Solaris assigning root password, SIMT-50 backing out a patch, SIMT-274 booting from CD-ROM, SIMT-27 checking installed patches, SIMT-274 EEPROM parameters, SIMT-55 enabling Korn shell, SIMT-52 finalizing the installation, SIMT-51 identifying the system, SIMT-29 installing, SIMT-25 opening a terminal window, SIMT-52 partitioning disk drives, SIMT-40 patches, SIMT-104, SIMT-271 redirecting the console, SIMT-364 selecting the system files, SIMT-36 setting date and time, SIMT-34 system activity recorder, SIMT-63

Solaris Client Building an ODBC Application, ODBC-45 Configuration, ODBC-42 Installation, ODBC-40

Procedure, ODBC-41 System Requirements, ODBC-40

Test Connectivity, ODBC-43 Possible Failure Causes, ODBC-44

Solstice for Server Connect installing, X.25 package, SIMT-87 X.25 drivers, SIMT-89

Solving General NTS Problems, TPM-148


Book ID Book Title








146

Solving Hardware-Related Problems Diagnosing Terminal-Related Problems (SAI/P

Cards), TPM-139 Identifying Port Problems

Checking Port Administration, TPM-158 Checking Port Connectivity, TPM-157 NTS Port Problems, TPM-156 Resetting NTS Ports, TPM-158 Resetting Port(s) to Default

Configuration, TPM-158 Storing Port Configurations, TPM-159

Solving Modem-Related Problems, TPM-146 Connecting Modem to Aurora Port, TPM-147

Solving Printer-Related Problems, TPM-119 Out-of-Service Printer (One Printer

Configuration), TPM-127 Rejecting Print Jobs, TPM-128, TPM-130 Saving Print Jobs, TPM-127

Out-of-Service Printer (Two Printer Configuration), TPM-129

Move Jobs in Queue, TPM-129 Routing to Another Printer, TPM-129

Print Jobs Not Being Printed, TPM-124 Printer Does Not Print, TPM-125 Printer Loses Power, TPM-126 Printer Out of Paper, TPM-125 Printer Output Is Bad, TPM-126 Printers Connected to SAI/P Port, TPM-126 Serial Printers Connected to NTS, TPM-131 Stop and Reprint Current Print Job, TPM-127

Solving Terminal-Related Problems, TPM-132 Diagnosing NTS Problems

Network Administrator Utility, TPM-149 Using CLI Tool, TPM-150 Using Panel Indicators, TPM-153

Diagnosing SAI/P Cards, TPM-139 Existing Terminal Fails to Operate, TPM-134 New Terminal Fails to Operate, TPM-133

Sort, ACD-315 Sort By fields, RDUG-198 Sort by menu item, RDUG-69 sort data group items in Report Wizard, RDUG-40 Sort tab, RDUG-198 Sorting Data, CRPT-99

in Ascending or Descending Order, CRPT-98 spatches, backing out, SIMT-274 speakerphones, ACD-68 Special Day Report

Definition, FCST-93 Forecast Report Description, FCST-96 Guidelines, FCST-93 Special Day Input Window, FCST-94 System Prerequisites, FCST-94

Special Days Administration Definition, FCST-59 Guidelines, FCST-59 Special Days Window, FCST-60 Start-Up Tasks, FCST-21, FCST-29 System Prerequisites, FCST-60

special information tones (SIT), ACD-305 Special Table data, ODBC-69, DBI-34 Specific Color, CRPT-113 specifications, BLD-22, SE35-24, SE35-25, UL5-24, UL5-25


Book ID Book Title








147

speech processing adjuncts, ACD-155 speed, ECHI-43 Speripherals, ECHI-44 spex, DBI-33, CRPT-93 spex table, ODBC-74 SPI (Switch Protocol Interface), CDES-25 SPLIT, ODBC-158, ODBC-212, ODBC-243,

ODBC-245, ODBC-251, DBI-269, SRPT-141, SRPT-145, SRPT-181, SRPT-185, SRPT-189, SRPT-194, SRPT-198, SRPT-201, SRPT-205, SRPT-209, SRPT-212, SRPT-215, SRPT-220, SRPT-225, SRPT-237, SRPT-240, SRPT-252, SRPT-256, SRPT-269, SRPT-302, SRPT-306, SRPT-344, SRPT-349, SRPT-359, SRPT-380, SRPT-385, SRPT-387, SRPT-390, SRPT-393, SRPT-399, SRPT-402, SRPT-405, SRPT-407, SRPT-413, SRPT-419, SRPT-435, SRPT-439, SRPT-445, SRPT-449, SRPT-521, SRPT-527, SRPT-535, SRPT-538, SRPT-540

Split, SRPT-127, SRPT-205, SRPT-252, SRPT-347, SRPT-561

split backup

definition, EAS-43, BCS-37 extension assignments, changing, ADM-246 extensions, moving, ADM-249 main

definition, EAS-43, BCS-37 members report, running, ADM-252

SPLIT (index), ODBC-109, ODBC-138, ODBC-206, ODBC-215, ODBC-217

split flows differences among G1/G2/G3, EAS-560

split members, LBA-88 Split or Skill Status Report

purpose, BCMS-40 split parameters, LBA-87 Split Skill by Interval Report, LAA-80 Split Status Report, SRPT-250, BCMS-40 Split Summary Report, BCMS-70 Split/Skill, SRPT-121, SRPT-124, SRPT-141, SRPT-170, SRPT-173, SRPT-181, SRPT-185, SRPT-209,

SRPT-212, SRPT-215, SRPT-220, SRPT-221, SRPT-237, SRPT-269, SRPT-349, SRPT-359, SRPT-380, SRPT-385, SRPT-387, SRPT-390, SRPT-393, SRPT-399, SRPT-402, SRPT-405, SRPT-407, SRPT-413, SRPT-419, SRPT-435, SRPT-439, SRPT-445, SRPT-449

ACD Call, DBI-45 Nonprimary (G3 vectoring, G2.2 EAS), DBI-44 Nonzero (G2.2 EAS), DBI-44 Primary (G3 vectoring, G2.2 EAS), DBI-44 Secondary (G3 vectoring, G2.2 EAS), DBI-44 Status report, CRPT-19 Tertiary (G3 vectoring, G2.2 EAS), DBI-45

split/skill call profile, deleting, ADM-295 call profile, modifying, ADM-293 call profile, viewing, ADM-291 call profiles, ADM-287 call profiles, adding, ADM-289 exceptions, ADM-351 exceptions, adding, ADM-353 exceptions, defintion, ADM-360 exceptions, deleting, ADM-358 exceptions, modifying, ADM-355 exceptions, report, ADM-362 string values, ADM-141


Book ID Book Title








148

user permissions, adding, ADM-461 user permissions, deleting, ADM-470 user permissions, listing all, ADM-465 user permissions, modifying, ADM-467 user permissions, viewing, ADM-463

Split/Skill Access, LBA-31 Split/Skill Agent Status by Location

Report, SRPT-267 Split/Skill by Location Report, SRPT-259, SRPT-418 Split/Skill Call Profile, HAU-49 Split/Skill Call Profile Report, SRPT-379 Split/Skill Database Items, ODBC-75 Split/skill database items, DBI-62 Split/Skill ECS Cross-Reference, ODBC-110 Split/Skill Exceptions Database Items, ODBC-245 Split/Skill field, RDUG-98 Split/Skill Folder object

description of, VVUG-27, VVUG-33 Split/Skill Forecast MethodsForecast Methods

Overview, FCST-18 Split/Skill Graphical ASA Daily Report, SRPT-388 Split/Skill Graphical ASA Report, SRPT-382 Split/Skill Graphical AUX Agents Report, SRPT-192 Split/Skill Graphical AUX Top Agents

Report, SRPT-196 Split/Skill Graphical Average Positions Staffed

Report, SRPT-386 Split/Skill Graphical Call Profile Report, SRPT-199,

SRPT-391 Split/Skill Graphical EWT Report, SRPT-203 Split/Skill Graphical Multi-ACD Service Level

Report, SRPT-395 Split/Skill Graphical Multi-ACD Service Level Report

Input Fields, SRPT-397 Split/Skill Graphical Queue Report, SRPT-207 Split/Skill Graphical Service Level Report, SRPT-400 Split/Skill Graphical Status Report, SRPT-218 Split/Skill Graphical Status report

Split/Skill Graphical Status report, SRPT-220 Split/Skill Graphical Time Spent Report, SRPT-406 Split/Skill Graphical Top Skill Status Report, SRPT-223 split/skill name

adding, ADM-149 deleting, ADM-154 modifying, ADM-152 viewing, ADM-150

split/skill names, ADM-147 listing all, ADM-151

Split/Skill object description of, VVUG-27, VVUG-33

Split/Skill Outbound Report, SRPT-409 Split/Skill Report, LAA-44, SRPT-255, SRPT-348, SRPT-412 Split/Skill Report Input Fields, SRPT-376 Split/Skill report input fields, SRPT-533 Split/Skill report selector window, SRPT-532 Split/Skill Reports, SRPT-175, SRPT-374, SRPT-531

Call Profile, SRPT-180 Call Profile Report, SRPT-379 general information, SRPT-175, SRPT-374, SRPT-531 Graphical Active Agents, SRPT-184 Graphical Allocated Agents, SRPT-188 Graphical ASA Daily Report, SRPT-388 Graphical ASA Report, SRPT-382 Graphical Average Positions Staffed Report, SRPT-386


Book ID Book Title








149

Graphical Call Profile Report, SRPT-199, SRPT-391

Graphical EWT Report, SRPT-203 Graphical Multi-ACD Service Level

Report, SRPT-395 Graphical Queue Report, SRPT-207 Graphical Service Level Report, SRPT-400 Graphical Skill Overload Report, SRPT-210,

SRPT-403 Graphical Staffing Profile Report, SRPT-213 Graphical Status Report, SRPT-218 Graphical Time Spent Report, SRPT-406 Graphical Top Skill Status Report, SRPT-223 Graphical View, SRPT-539 input fields, SRPT-179, SRPT-376 organization, SRPT-374 Outbound Report, SRPT-409 Report, SRPT-412 Reserve1 AUX Agents Report, SRPT-228 Reserve2 AUX Agents Report, SRPT-232 Roadmap, SRPT-175, SRPT-374 selector window, SRPT-177, SRPT-375 Skill AUX Report, SRPT-236 Skill Status Report, SRPT-238 Skill Top Agent Report, SRPT-244 Split Status Report, SRPT-250 Split/Skill Agent Status by Location

Report, SRPT-267 Split/Skill by Location Report, SRPT-259,

SRPT-418 Split/Skill Graphical AUX Agents

Report, SRPT-192 Split/Skill Graphical Top AUX Agents

Report, SRPT-196 Split/Skill Report, SRPT-255 Split/Skill Top Agent Status Report, SRPT-262 Summary Report, SRPT-424 VDN Report, SRPT-543

Split/Skill Reports selector window, SRPT-177 Split/Skill Reports, general information, SRPT-175 Split/Skill Reports, input fields, SRPT-179 Split/Skill Skill AUX Report, SRPT-236 Split/Skill Skill Status Report, SRPT-238 split/skill string value

field descriptions, ADM-144 split/skill string values

modifying, ADM-143 viewing, ADM-142

Split/Skill Summary Report, SRPT-424 Split/Skill Top Agent Status Report, SRPT-262 SPLIT1, ODBC-228, DBI-270, ECHI-21, ECHI-24, ECHI-28 SPLIT2, ODBC-228, ECHI-22, ECHI-24, ECHI-28 SPLIT2 ... 3, DBI-271 SPLIT3, ODBC-228, ECHI-22, ECHI-24, ECHI-29 Splits, DBI-85, SRPT-254 splits, ACD-266

ACD split queues, ACD-78 ACD splits, ACD-69, ACD-75, ACD-86, ACD-200 adjunct controlled, ACD-206 auxiliary (AUX) work modes, ACD-201 backup

when to add more, BCMS-113 bridging, ACD-69 converse splits, ACD-255, ACD-258


Book ID Book Title








150

identifying busy times, BCMS-113 login split numbers, ACD-59 multiple splits

Automatic Call Distribution (ACD), ACD-68 Redirection on No Answer (RONA), ACD-205

nonvector controlled splits Agent Call Handling, ACD-68 Automatic Call Distribution (ACD), ACD-78 Voice Response Integration (VRI), ACD-263

on request MCH settings, ACD-173 queues, ACD-81 Redirection on No Answer (RONA), ACD-200,

ACD-202 Service Observing, ACD-226 settings

many forced MCH, ACD-174 one forced MCH, ACD-173

supervisors, ACD-63, ACD-75 vector controlled splits, ACD-61, ACD-87,

ACD-265 voice response units (VRU), ACD-258

Splits shown on real-time reports, DBI-85 Splits/Skills, SRPT-145, SRPT-256 splits/skills

VuStats, ACD-266 Sportster 33.6 faxmodem

installation, SE35-48 Sportster 33.6 options, BLD-43, SE35-55, UL5-49 SQL Data Sources dialog box, ODBC-61 SQL installation, SIMT-108 SQL queries, ODBC-19, ODBC-28 Stacked check box, RDUG-179 stacked data, RDUG-179 STAFFED, SRPT-141, SRPT-149, SRPT-248,

SRPT-259, SRPT-535, SRPT-540 Staffed, SRPT-149, SRPT-248, SRPT-259,

SRPT-261 STAFFED (real-time), DBI-271 Staffed Agent, SRPT-561 staffed agent, ADV-162 staffed agents

check backup command, EAS-44, BCS-37 conditional branching, EAS-55, BCS-45 definition of, EAS-44, BCS-37 determining if enough for incoming calls, BCMS-111 for non-ACD hunt groups, EAS-44, BCS-37 goto command, EAS-44, BCS-37 number of, EAS-58, BCS-48

Staffed Time, SRPT-136, SRPT-319, SRPT-321, SRPT-330, SRPT-333, SRPT-338, SRPT-353, SRPT-416, SRPT-422

STANDARD, ODBC-237, ODBC-239 standard agents, ADV-162 Standard Agents (active), SRPT-190 Standard Agents (staffed), SRPT-190 standard CMS reports, RDUG-62 standard database item

viewing, ADM-156 standard database items, ADM-155

viewing alphabetically, ADM-158 Standard Dictionary Calculations, DBI-300 Standard Reports, SRPT-561 standard reports, ADV-162 StarLAN 10 fiber-optic network hub unit, TPM-79 Start, SRPT-364, ACD-299


Book ID Book Title








151

start Create a Query assistant, RDUG-68 Report Designer, RDUG-73 Report Wizard, RDUG-26 Select Inputs assistant, RDUG-68

Start button, SIGS-60 Start Time (Interval), SRPT-385 Start Time field, RDUG-94 STARTED (real-time), DBI-271 starting CMS, SIMT-240, SIMT-245, SIMT-246 starting IDS, SIMT-239, SIMT-245 starting the installation, SIGS-36 STARTTIME, ODBC-109, ODBC-138, ODBC-202,

ODBC-212, ODBC-217, DBI-272, SRPT-319, SRPT-321, SRPT-324, SRPT-340, SRPT-349, SRPT-497, SRPT-502

State, SRPT-121, SRPT-124, SRPT-127, SRPT-132, SRPT-169, SRPT-220, SRPT-226, SRPT-242, SRPT-254, SRPT-271, SRPT-359

state changing, CMS, ADM-519

state databases, SIMT-407 Station, DBI-45, SRPT-561 station, ADV-162 Station form, LBA-63 Station Identification, ECHI-15 station ports, ACD-377 stations

Redirection on No Answer (RONA), ACD-211 statistics, see VuStats STATUS, ODBC-233 status bar

Controller, LBA-27 Status Bar field, RDUG-69 status bar, include on report, RDUG-69 Status data, definition, DBI-34 status indicators, VVUG-44

Vector Editor, VVUG-46 status lamp, EAS-192, BCS-78

CALLR-INFO button, EAS-192, BCS-78 NORMAL button, EAS-192, BCS-78

status messages, LBA-79, VVUG-44 Status Poll VDN, ACD-284 Status Poll VDN field, LAA-102 status poll vector, LAA-104 Status report, CRPT-19 Step 1

Access Row Search, CRPT-89 Access the Define Input Window, CRPT-56 Access the Get Copy Window, CRPT-46 Access the Report Select Window, CRPT-32 Access the Var/Time/Date Window, CRPT-107 Define the Position and Length of a Field, CRPT-67 Deine Position and Length, CRPT-82

Step 10 Save the Definition, CRPT-87

Step 2 Assign a Name to the Report, CRPT-33 Define Data Expression, CRPT-82 Define Display Type and Format, CRPT-107 Define the Data Expression, CRPT-67 Enter a Report Name, CRPT-47 List the Report Input Variables, CRPT-90


Book ID Book Title








152

Step 3 Define Calculation Names, CRPT-75, CRPT-83 Enter a Field Prompt, CRPT-58 Enter a Report Description, CRPT-34 Enter a User ID, CRPT-47 Save the Var/Date/Time Field, CRPT-109 Select a Row Search ID, CRPT-90

Step 4 Define Bar Direction, CRPT-83 Define Number of Field Columns and

Rows, CRPT-59 Define the User ID, CRPT-35 Justify Data in the Field, CRPT-75 Select a Report Type, CRPT-47 Select Tables, CRPT-91

Step 5 Define Access to the Report, CRPT-35 Define Bar Scale, CRPT-83 Define Field, CRPT-59 Select Rows in Table, CRPT-93 Verify the Report, CRPT-47

Step 6 Copy the Report, CRPT-47 Default Value for the Field, CRPT-59 Define Max Graph Value, CRPT-85 Define the Report as Real-Time or

Historical, CRPT-36 Save the Field Definition, CRPT-79 Select a Field/Bar Type, CRPT-97

Step 7 Define First Threshold, CRPT-85 Save the Report Name, CRPT-37 Select a Sort Type, CRPT-98 Select Field Type, CRPT-59

Step 8 Associate and ACD with the Field, CRPT-62 Define Second Threshold, CRPT-86

Step 9 Normal or Reversed Thresholds, CRPT-86 Save a Variable Input Field, CRPT-63 Save Row Search, CRPT-100

step chart, select, RDUG-179 Step2

Define Variable Name, CRPT-57 steps

maximum number of, EAS-55, BCS-45 Vector Editor, VVUG-50

Stop, SRPT-364 stop, LAA-78, LAA-90, EAS-300, BCS-86 Stop and Reprint Current Print Job, TPM-127 stop command, EAS-59, BCS-48

example, EAS-123, BCS-66 neutral vector command, EAS-208, EAS-463 success/failure criteria, EAS-498, BCS-202 syntax, EAS-463, BCS-186 troubleshooting, EAS-507, BCS-208

Stop commands, BLD-148, SE35-158, SUN-141, UL5-173 Stop step, VVUG-55 stopping and starting

individual links, SCAT-204 X.25, SCAT-206

stopping CMS, SIMT-240, SIMT-245 stopping IDS, SIMT-239, SIMT-245 storage intervals, LAA-60, ADM-573

viewing, ADM-575


Book ID Book Title








153

Storage Intervals window, LAA-60 storage manager

recommended configurations, LAN-23 storage pool variables, LAN-68 Store Data, CRPT-19 store data, RDUG-224 storing

ACD data, VVUG-15 String field, RDUG-98 string values

generic, modifying, ADM-115 generic, viewing, ADM-114

String-value Database Items, CRPT-157 Stroke Count, SRPT-323 Stroke counts, SRPT-139 stroke counts, LBA-58

Call Management System (CMS), ACD-64 forced entry, ACD-65 Multiple Call Handling (MCH), ACD-176

Structured Query Language, ODBC-23 Structured Query Language (SQL), ODBC-19,

ODBC-28 Subsystem, SRPT-561, CRPT-170 subsystem, ADV-162 Subsystem, Definition, SRPT-26 sum(I_AUXTIME), SRPT-423 sum(I_AVAILTIME), SRPT-423 sum(I_OTHERTIME), SRPT-423 sum(I_RINGTIME), SRPT-423 sum(I_STAFFTIME), SRPT-423 sum(TOTAL_ACDCALLS), SRPT-422 sum(TOTAL_I_ACD_TIME), SRPT-423 sum(TOTAL_I_ACW_TIME), SRPT-423 summarizing

ACD data, VVUG-15 data, modifying, ADM-580

summarizing data, LAA-57 summary lines, RDUG-200 Summary Options fields, RDUG-200 Summary tab, RDUG-200 Sun computer, ECHI-42 Sun Enterprise 3000, HAU-8 Sun Enterprise 3500, HAU-8 Sun Microsystems, Inc.Solaris®

interface to CentreVu® CMS, ADM-20 Sun Online Validation Test Suite (VTS), SIMT-67 Sun online Validation Test Suite (VTS), BLD-151, SE35-165, UL5-177 SunSwift, BLD-37, BLD-91, BLD-114, HAAD-21, UL5-40, UL5-100, UL5-136 SunVTS diagnostics, SUN-154 Supervisor

enhancements, CDES-29 help, LBA-28 language support, CDES-30 performance, SIGS-15 reliability/availability, SIGS-15 security, SIGS-15 upgrading Windows, SIGS-20

supervisor assist

buttons, ACD-63 Expert Agent Selection (EAS), ACD-148 Service Observing, ACD-228 VDN of Origin Announcement (VOA), ACD-256

split assignments, ACD-75


Book ID Book Title








154

Supervisor and switch location IDs, SRPT-25 Supervisor reports, RDUG-62 Supplemental Services installation, SIMT-129 Support, TPM-23 support, BLD-18, SE35-20, SUN-18, SCAT-17,

HAAD-13, UL5-20 Supported Logins, ODBC-28 Supported platforms, HAU-20 supported switch releases, SCAT-20 SVCLEVELCHG, ODBC-109, ODBC-195, DBI-273,


swap files, SIGS-97 swap space, adding, SE35-132 swinfo, SIMT-247 Switch, SRPT-561 switch, ADV-162

administration, HAAD-51, HAAD-67 link, SIMT-159, SIMT-222, HAAD-42 options, SIMT-247 settings, listing all, ADM-587 settings, viewing, ADM-585 setup, SIMT-247, ADM-583 support for High Availability, HAAD-8 TCP/IP, SIMT-159, HAAD-42

Switch documents, ODBC-16, DBI-25, ADV-19, LAA-20, LBA-17, CRPT-12, ECHI-9

switch information, PUDM-25 switch information, viewing, LAA-62 switch link, BLD-35, SE35-49, UL5-38 switch links

connectivity options, HAAD-20 planning, HAAD-18

Switch location IDs, SRPT-25 Switch Node, ACD-284 Switch Node field, LAA-101 switch setup, LAA-62 Switch Setup window, LAA-62 switch time zone offset, LAA-61 switches, ADM-21

supported, VVUG-12 switches, supported, VVUG-12 switch-over

options, HAAD-16 swsetup, SIMT-247 syn(SPLIT), SRPT-347 Synchronization

backup tapes, HAU-65 data, HAU-26 Main Menu additions, HAU-47

synchronize time zone, ADM-578

synchronizing the clock board, SE35-69, SE35-72, SE35-179, SE35-197, SUN-24, SUN-27 Synonyms, CDES-26 Synonyms Database Items, ODBC-236 synonyms table, ODBC-74 system

backup, SIMT-214 checking date and time, SIMT-269 country and time zones, SIMT-270 date and time, SIMT-216, SIMT-269 messages, SIMT-381 restoring specific files, SIMT-350 restoring without backup, SIMT-349


Book ID Book Title








155

system activity recorder, SIMT-63 system administration data, migrating, HAAD-48 system AUX, ADV-162 system backup, LAN-31

on demand, LAN-32 system configuration

minimum recommended, VVIN-13 System Data Sources screen, ODBC-53 system fails to auto-boot, SIMT-361 System Fails to Boot Properly

Ultra 5 diagnose problems from a remote

console, TPM-160 system fails to boot properly, SUN-140, SIMT-376

blank screen - no output, SUN-147 keyboard commands, SE35-158, SUN-141 power-on sequence, SUN-140 preserve data after a system failure, SE35-174 preserving data after a system failure, SUN-140 probe-SCSI command problem, SUN-143 SCSI problems, SUN-144 system will not boot from disk, SUN-142

System Graphical Maximum Delay Report, SRPT-432

System Graphical Maximum Delay Report Input Fields, SRPT-433

system measurements Basic Call Management System

(BCMS), ACD-92 Voice Response Integration (VRI), ACD-264

system messages, BLD-137, SE35-146, SUN-155, UL5-161

System Multi-ACD by Split/Skill Report, SRPT-436 System Multi-ACD by Split/Skill Report Input

Fields, SRPT-438 System Multi-ACD Report, SRPT-442 System Multi-ACD Report Input Fields, SRPT-443 System Multi-ACD Report Input Window, SRPT-442 System Parameters Customer-Options, ACD-124 system precautions, BLD-21, SE35-23, UL5-23 system printer, BCMS-98

administering hardware parameters, BCMS-98 assumptions about operation, BCMS-100 data link

maintenance, BCMS-99 operation, BCMS-99 operational states, BCMS-99

minor alarm, BCMS-100 operation different from CDR and journal printer, BCMS-99 paper jams, BCMS-100 parameters, BCMS-97 refill paper bin, BCMS-100 warning alarm, BCMS-100

System Report, SRPT-447 System report, ACD-203 System Reports, SRPT-430

general information, SRPT-430 Graphical Maximum Delay Report, SRPT-432 Multi-ACD by Split/Skill Report, SRPT-436 Multi-ACD Report, SRPT-442 Roadmap, SRPT-430 selector window, SRPT-431 System Report, SRPT-447

System Setup, SRPT-562


Book ID Book Title








156

System Setup, Forecasting, FCST-27 System Status Report, BCMS-44 System Status report, ACD-203 System-Parameters Customer-Options form

form System-Parameters

Customer-Options, BCMS-13 System-Parameters Customer-Options

screen, BCMS-97

T

T1 connectivity, ACD-262 Tab, CRPT-42 Table

Definition, CRPT-19 Sample, CRPT-20

Table Additions, CDES-30 Table Assistant window, RDUG-147 Table field, RDUG-69 Table Header field, RDUG-196 Table menu item, RDUG-70 Table Names, ODBC-73, DBI-31 Table Reports

Accessing Options Window, SRPT-60 Formatting, SRPT-60 General Tab, SRPT-60 General Tab Parameters, SRPT-61 Sort Tab, SRPT-61 Using Sort Tab, SRPT-62

Table-Level Permissions, ODBC-28 Table-level permissions, ODBC-19 Tables

Building, CRPT-133 Creating Custom, CRPT-131 for Calculation Names, CRPT-75, CRPT-83 Selecting Rows from, CRPT-91

tables add, remove, and reorganize data, RDUG-189 create and insert, RDUG-145 definition, RDUG-224 format columns, RDUG-193 format fonts, RDUG-192 format gridlines, scroll, and orientation, RDUG-187 format headers, RDUG-196 format summary lines, RDUG-200 insert, RDUG-147 sort information, RDUG-198

tables, data migration, PUDM-87 TAGINRING, DBI-274, SRPT-186, SRPT-187, SRPT-216, SRPT-226 talk time, LAA-65 TALKTIME, ODBC-229, DBI-274, ECHI-22, ECHI-23, ECHI-28 tandem switch

far end operation, EAS-219, EAS-220 far end switch operation, EAS-219 sending switch operation, EAS-219

tape cartridges ordering, LBA-81


Book ID Book Title








157

tape drive, BLD-113, UL5-135 adding external SCSI, SE35-121 adding or replacing, BLD-113, UL5-135 cleaning, BLD-112, SE35-116, SUN-70, UL5-132 maintenance, BLD-111, SE35-115, UL5-132 removing, BLD-117, UL5-142 removing external SCSI, SE35-123 replacing, SE35-118 troubleshooting, BLD-155, SE35-170, UL5-181

tape drive, verification, HAAD-30 Enterprise 3000, HAAD-31 Ultra 5, HAAD-31

tape drives, SUN-71 how to clean, LBA-84 maintenance


SPARCserver UniPack 2.5-GB QIC tape drive fix, SUN-124

when to clean, LBA-83 tape drives and cartridges, SIMT-254

ordering, ADM-618 tape rotation, LBA-80 target address switches, BLD-38, BLD-92, BLD-115,

UL5-41, UL5-44, UL5-101, UL5-104, UL5-137, UL5-140

TASK_GRP, ODBC-244 Tasks

1. Define the name, access, type, CRPT-17 2. Access Screen Painter, CRPT-17 3. Copy existing report, CRPT-17 4. Edit the report, CRPT-17 5. Enter report text, CRPT-17 6. Define the report input window, CRPT-17 7. Define data fields and bars, CRPT-17 8. Select rows of da, CRPT-17

tasks timetable, adding, ADM-709, ADM-716 timetable, modifying, ADM-724

TAVAILABLE, DBI-274, SRPT-225 TCP/IP, SIMT-159, HAAD-42, HAU-19, ECHI-36 TCP/IP testing

CMS, SCAT-190 switch, SCAT-188

TDA_INACW, DBI-274 TDA_ONACD, DBI-275 Technical Service Center, HAU-15, ECHI-33 technical support, VVIN-16, RDUG-71, HAAD-13

Avaya National Customer Care Center, VVUG-85 Technical Support, obtaining, VVUG-16 technician support, BLD-18, TPM-23, SE35-20, SUN-18, SIMT-24, SCAT-17, HAAD-13, CDES-14, PUDM-14,

LAN-18, UL5-20 Telephone Display

interactions Service Observing, ACD-232

telephony services servers, ACD-151 Temporary Bridged Appearance

interactions Intraflow and Interflow, ACD-165

Tenant night destination, EAS-312, BCS-98 term_var, ECHI-43 terminal and PC log, LBA-91


Book ID Book Title








158

Terminal Emulator creating profiles, SIGS-76 exiting, SIGS-64, SIGS-78 help, LBA-28 information about, SIGS-62 installing, SIGS-74 logging into CMS, SIGS-77, SIGS-78 menu bar, SIGS-66 messages, information, SIGS-83 opening, SIGS-75 type prompt, SIGS-77 using, SIGS-62 window, SIGS-63

Terminals Setting Options, TPM-48

Terminating Extension Group (TEG) interactions

Automatic Call Distribution (ACD), ACD-89 Terminating Extension Groups


terminator, SE35-43 Terminology, DBI-40 Tertiary Split/Skill, SRPT-562 tertiary split/skill, ADV-162 Test button, RDUG-117 Test Connectivity

Desktop Computer Client, ODBC-61 Connect to a Data Source, ODBC-61 Disconnect Form a Data Source, ODBC-62

ODBC Login dialog box, ODBC-61 ODBC SDK 2.0 C++ Demo SQL Query dialog

box, ODBC-62 ODBC SDK C++ Demo screen, ODBC-61 Solaris Client, ODBC-43

Possible Failure Causes, ODBC-44 SQL Data Sources dialog box, ODBC-61

Test Design Error Messages, CRPT-119 testing

ACD link, SIMT-222 CMS software, SIMT-225 connection to TSC, SIMT-218 remote access port, SIMT-218

Testing a Report Design, CRPT-117 testing an HSI card, SCAT-191 testing call treatment, EAS-26, BCS-21 testing vectors, EAS-475, BCS-193 text

create and insert, RDUG-151, RDUG-153 fonts, RDUG-210 format, RDUG-211

Text Assistant window, RDUG-153 Text Color

Default, CRPT-113 Specific Color, CRPT-113

Text contents field, RDUG-210 Text font field, RDUG-210 Text menu item, RDUG-69, RDUG-70 Text, Entering, CRPT-53 tgex, DBI-33, CRPT-93 tgex table, ODBC-74 THRESHOLD, ODBC-243, ODBC-245, ODBC-247, ODBC-248, ODBC-249, ODBC-252, DBI-275


Book ID Book Title








159

Threshold, SRPT-562, ACD-321 First, CRPT-85 Reversing Colors, CRPT-86 Second, CRPT-86

threshold colors, ADM-30 Threshold highlights

entities, SRPT-86 example, SRPT-87 set, SRPT-88 threshold settings window, SRPT-88 turn on and off, SRPT-86

Threshold Settings window, SRPT-88 thresholds, ADV-163 TI database items, DBI-103 TI_AUXTIME, ODBC-139, DBI-276, SRPT-135,

SRPT-321, SRPT-326, SRPT-330, SRPT-338, SRPT-416, SRPT-521, SRPT-527

TI_AUXTIME0, ODBC-139, DBI-277, SRPT-326, SRPT-521

TI_AUXTIME1-9, ODBC-139, DBI-277 TI_AUXTIME19, SRPT-326 TI_AVAILTIME, ODBC-140, DBI-277, SRPT-135,


TI_OTHERTIME, ODBC-141, DBI-278, SRPT-136, SRPT-326, SRPT-521, SRPT-527

TI_STAFFTIME, ODBC-142, DBI-278, SRPT-136, SRPT-321, SRPT-330, SRPT-338, SRPT-521, SRPT-527

Tick Marks, CRPT-83 TIME, ODBC-243, ODBC-245, ODBC-247,

ODBC-248, ODBC-249, DBI-279 Time, SRPT-121, SRPT-124, SRPT-127, SRPT-132,

SRPT-171, SRPT-195, SRPT-199, SRPT-220, SRPT-227, SRPT-229, SRPT-233, SRPT-243, SRPT-254, SRPT-271, SRPT-319, SRPT-321, SRPT-324, SRPT-340, SRPT-349, SRPT-358, SRPT-359, SRPT-497, SRPT-502, CRPT-107, CRPT-109

time synchronization, master ACD, ADM-521

Time (duration) field, RDUG-98 Time (point in time) field, RDUG-99 Time Format, SRPT-562 time format, ADV-163 Time of Day (TOD) Routing


Time of Day Clock Synchronization, CDES-21 Time Of Day step, VVUG-58 time of day synchronization

designing an ASA synch schedule, ACD-352 internet time servers, ACD-359 methods

direct, ACD-346 scheduled through ASA, ACD-346

scheduling through ASA, ACD-357 SNTP software, ACD-359 using Avaya Site Administration to set up, ACD-348

Time Report Run field, RDUG-144 Time Report Was Run, CRPT-108 time synchronization, ADM-24 time zone

offset, ACD, ADM-578


Book ID Book Title








160

time zones, SIMT-270 Time/duration tracking, DBI-105 Timed ACW, DBI-104 timed after call work (ACW)

Agent Call Handling, ACD-62, ACD-67 Call Vectoring, ACD-131 cancelling, ACD-63 vector directory numbers (VDN), ACD-62

Timed Announcement step, VVUG-53 Timed Reminder and Attendant Timers


Times, SRPT-491 Timetable, ADV-163, SRPT-562 timetable, LAA-47

accessing, LBA-38 action list, LBA-41 creating and scheduling, LBA-37 creating tasks, LBA-42 definition, LBA-37 field descriptions, LBA-39 finding an existing, LBA-43 input window, LBA-38 list all action item, LBA-38 scheduling, LBA-41 tasks, adding, ADM-709

Timetables, HAU-25 changing server information, HAU-58 running on servers, HAU-56

timetables, ADM-707 backups, ADM-710 changing, ADM-710 copying, ADM-719 creating, ADM-709, ADM-712 deleting, ADM-735 global edits, ADM-726 listing all, ADM-718 overview, ADM-709 prerequisites, ADM-710 scheduling, ADM-712 tasks, adding, ADM-716 tasks, copying, ADM-721 tasks, deleting, ADM-733 tasks, global edits, ADM-729 tasks, modifying, ADM-724

Timetables, Forecasting, FCST-27 timezone

adjustment, ACD, ADM-573 TINACW, DBI-280, SRPT-186, SRPT-187, SRPT-216, SRPT-226 TINAUX, DBI-280, SRPT-198, SRPT-215, SRPT-226 TINAUX0, DBI-280, SRPT-198 TINAUX1-9, DBI-281, SRPT-198, SRPT-227 title format, RDUG-177 Title tab

about, RDUG-176 field options, RDUG-176 format the title, RDUG-177 Location fields, RDUG-176 Visible check box, RDUG-176

Tivoli password file, LAN-25

Tivoli Storage Manager (TSM), CDES-27 TK_DIR, DBI-298 TK_PRI, DBI-298


Book ID Book Title








161

TK_QTYPE, DBI-298 TK_VPRI, DBI-298 TKGRP, ODBC-229, ODBC-251, DBI-281,

SRPT-466, ECHI-22, ECHI-24, ECHI-29 TKGRP (index), ODBC-158, ODBC-167 TKSTATE, DBI-298 TKSTATE (real-time), DBI-282 TN, ACD-277, ACD-311 TN744 call classifier circuit packs, ACD-305 TN750C announcement board circuit

packs, ACD-253 Toll Fraud, EAS-18, BCS-14, ACD-14 TONACD, DBI-282, SRPT-186, SRPT-187,

SRPT-216, SRPT-225 TONACDAUXOUT, DBI-282 TONACDOUT, DBI-283 TONACWIN, DBI-283 TONACWOUT, DBI-283 TONAUXIN, DBI-284 TONAUXOUT, DBI-284 tones

call waiting, EAS-354, ACD-84 incoming call ID, ACD-68 special information tones (SIT), ACD-305 warning, ACD-219 zip, ACD-68, ACD-147

toolbar Controller, LBA-26

toolbar icon for Report Wizard, RDUG-26 Tools

Port Administration, TPM-109 Solaris, TPM-199

tools, BLD-21, BLD-135, SE35-23, SE35-143, UL5-23, UL5-159

Tools menu, VVUG-40 tooltip, LBA-26 Top, SRPT-205 top agents, ADV-163 Top Agents (Active), SRPT-216 Top Agents (AUX), SRPT-215 Top Agents (Other), SRPT-216 Top Agents Active chart Other Skills, SRPT-186 Top Agents Active chartThis Skill, SRPT-186 Top Agents Avail, SRPT-155 Top Agents in ACW, SRPT-155 Top Agents in AUX, SRPT-155, SRPT-198 Top Agents in Other, SRPT-156 Top Agents on ACD Calls, SRPT-155 Top Agents Ringing, SRPT-155 Top Agents Staffed, SRPT-156, SRPT-185, SRPT-225 Top Skill, ADV-129, ADV-130, SRPT-132 Top skill, DBI-45 top skill, changing, LAA-29 TOP_AVAUXTIME, DBI-309 TOP_AVAUXTIME_SUM, DBI-309 TOPCALLS, ODBC-109, DBI-284 TOPSKILL, DBI-285, ADV-144, SRPT-521 TOT_I_ACDACW_SUM, DBI-309 TOT_I_ACDHOLD_SUM, DBI-310 TOT_PERCENTS, DBI-285, ADV-144 Total ACD Calls, SRPT-422 Total ACD Time, SRPT-423 Total ACW Time, SRPT-423 Total Agent AUX Time, SRPT-423


Book ID Book Title








162

Total Agent Avail Time, SRPT-423 Total Agent Other Time, SRPT-423 Total Agent Ring Time, SRPT-423 Total Agent Staffed Time, SRPT-423 Total Agents Active, SRPT-190 Total AUX Time, SRPT-319 Total Avg ACD Time, SRPT-423 Total Avg ACW Time, SRPT-423 Total Calls Abandoned, SRPT-182 Total Calls Answered, SRPT-182 Total Hold Time, SRPT-351 TOTAL_ACDCALLS, DBI-310, SRPT-141,

SRPT-321, SRPT-335 TOTAL_ACDCALLS>, SRPT-330 TOTAL_ACDTIME, DBI-310, SRPT-335 TOTAL_ACWTIME, DBI-310, SRPT-335 TOTAL_I_ACDACW, DBI-310 TOTAL_I_ACDHOLD, DBI-310 TOTAL_I_ACDTIME, DBI-310, SRPT-321,

SRPT-324, SRPT-330 TOTAL_I_ACDTIME>, SRPT-326 TOTAL_I_ACWTIME, DBI-310, SRPT-321,

SRPT-326, SRPT-330 TOTHER, DBI-285, SRPT-186, SRPT-216,

SRPT-226 touch tone dialing

Voice Response Integration (VRI), ACD-264 trace

agent, listing all records, ADM-233 trace vdn, LAA-79 traceroute, SCAT-189 tracing an agent’s call activity, LAA-37 tracking

agents and their skills, EAS-576 calls, EAS-564, BCS-220 direct agent calls, EAS-576 example

split flow, EAS-567, BCS-221 for abandoned calls, EAS-569, BCS-223 for call answered

after route to split, EAS-572, BCS-225 by a primary split, EAS-568, BCS-222 by non-primary split, EAS-569, BCS-222

after route to VDN, EAS-571, BCS-224 for non-ACD calls, EAS-577 VDN skill preferences, EAS-577

tracking call activity, LBA-58 Training, ADM-761 Trans Out, SRPT-342, SRPT-351, SRPT-353, SRPT-360, SRPT-417 Transfer

interactions Agent Call Handling, ACD-71 Automatic Call Distribution (ACD), ACD-89 Call Prompting, ACD-122 Call Vectoring, ACD-131 VDN in a Coverage Path, ACD-250 VDN of Origin Announcement (VOA), ACD-256 Voice Response Integration (VRI), ACD-265

transfer call management control caller-selected routing, EAS-43, BCS-36 messaging, EAS-43, BCS-36

Transfer Tracking, DBI-105


Book ID Book Title








163

TRANSFERRED, ODBC-110, ODBC-142, ODBC-159, ODBC-195, ODBC-212, ODBC-229, DBI-286, SRPT-342, SRPT-351, SRPT-417, ECHI-22, ECHI-24, ECHI-29

Transferred, ECHI-47 Transferred and Conferenced Calls, DBI-96 treating digits as a destination, EAS-186, BCS-74 TRENDBASE, ODBC-215, DBI-287 TRKGRP, ODBC-247 Troubleshooting, ODBC-63, HAU-77

Client Trace, ODBC-64 OpenLink Error Messages, ODBC-64 Server Inicheck Utility, ODBC-64 Server Log File, ODBC-63 Solving Modem-Related Problems, TPM-146 Solving Terminal-Related Problems, TPM-132

troubleshooting, SIMT-353, RDUG-213, LAN-57 /cms file system, SIMT-415 1,000 step executed, EAS-515, BCS-213 AAS split cannot queue, EAS-526, BCS-216 adjunct

link error, EAS-518 route cancelled, EAS-518 route failed, EAS-518

administration change, EAS-515, BCS-213 agent

drops converse, EAS-519 not logged in, EAS-518 not member of split, EAS-518 receiving phantom call, EAS-499

all look-ahead interflow attempts accepted, EAS-500

all trunks busy on a quiet system, EAS-501, EAS-507, BCS-208

alternate audio/music source not heard, EAS-508, BCS-209

ANI digits not passed, EAS-505 ANI not avail - digits, EAS-520 ANI not avail - table, EAS-520 announcement not heard, EAS-502, EAS-505, BCS-204, BCS-207

while waiting for digits, EAS-503, BCS-205 ASA - invalid VDN, EAS-520 ASA - no staffed agents, EAS-527 ASAI transfer converse, EAS-519 audible feedback

lasts longer than the delay interval, EAS-499, BCS-203 longer than delay interval, EAS-508, BCS-209 shorter than delay interval, EAS-508, BCS-209

AUDIX link down, EAS-526, BCS-217 branch is not made

to the specified step, EAS-506, BCS-207 to the specified vector, EAS-506, BCS-207

busy step for CO trunk, EAS-518, BCS-215 busy tone, EAS-506, BCS-208 call apparently answered in wrong order, EAS-503, BCS-205 call cannot be queued, EAS-516, BCS-214 call does not enter queue or terminate to agent, EAS-502, EAS-503, BCS-205 call dropped, EAS-507, EAS-515, BCS-208, BCS-213 call dropped by vector disconnect timer, EAS-515, BCS-213 call stuck in converse, EAS-509 caller information button denied, EAS-504, BCS-206 Can’t connect idle agent, EAS-526, BCS-217 CD-ROM, SE35-166


Book ID Book Title








164

CD-ROM drive, BLD-152, SIMT-377, UL5-178 checking error log files, SUN-155 checking installed software packages, SIMT-359 CMS installation fails, SIMT-378 CMSADM, SIMT-379 collect

announcement not heard, EAS-511 not heard and first collected digit

incorrect, EAS-505, BCS-206 collect step and announcement

skipped, EAS-504, BCS-206 common error messages, SIMT-382 converse

drop during data, EAS-519 no ANI digits, EAS-519 no prompt digits, EAS-519 no qpos digits, EAS-519 step skipped, EAS-509 transfer denied, EAS-519

coverage conference denied, EAS-520, BCS-216 data backup log, LAN-58 data return

no digits, EAS-519 timeout, EAS-520

delay before AUDIX answers, EAS-506, BCS-208 delay before hearing announcement, EAS-504,

BCS-206 diagnosing dial-in access problems, SUN-150 diagnosing remote console problems, SUN-152 dial-ahead digits not recognized, EAS-504,

BCS-206 dial-ahead discarded, EAS-516, BCS-214 dial-In access problems, SIMT-371 digits incomplete, EAS-510 disk drives, BLD-152, SE35-166, UL5-178 disk I/O problems, SIMT-413 DiskSuite error messages, SIMT-429 DiskSuite software, SIMT-412 double coverage attempt, EAS-518, BCS-215 DVD-ROM, SE35-166 error logs, SIMT-358 expected wait-time

call no working agents, EAS-527 call not queued, EAS-520 no split queue, EAS-527 not sent to VRU, EAS-521 split locked, EAS-527 split no working agents, EAS-527 split queue full, EAS-527

expected wait-time no history for split, EAS-527 extra delay, EAS-506, BCS-207

before hearing announcement, EAS-502, BCS-204 first set of digits not collected, EAS-509 GBIC modules, SE35-173 HSI cards, SCAT-191 ii-digits not avail - digits, EAS-521 ii-digits not avail - table, EAS-521 include exclude list, LAN-66 incomplete announcement, EAS-502, EAS-505, BCS-204, BCS-207 insufficient digits collected

call routed to intercept, EAS-504, BCS-206


Book ID Book Title








165

invalid destination, EAS-518 direct agent, EAS-518 EAS hunt group used in the vector

step, EAS-520 keyboard commands, BLD-148, UL5-173 LED status patterns, BLD-149, SE35-159,

UL5-174 look-ahead

DNIS name not displayed, EAS-500 interflow retry, EAS-518

machine panics, SIMT-362 messages not found, EAS-506, BCS-208 messaging step failed, EAS-517, BCS-215 metadevices, SIMT-414 mirrored system, SIMT-412 music not heard, EAS-508, BCS-209 network card, LAN-69 network reorder, EAS-507, BCS-208 networking software operation, SIGS-97 no announcement available, EAS-516, BCS-214 no available trunks, EAS-517, BCS-215 no data returned from VRU, EAS-505 no digits

collected, EAS-519, BCS-216 to route-to, EAS-517, BCS-215

no entries in routing table, EAS-520 no look-ahead interflow attempts

accepted, EAS-499 no power on peripherals, SIMT-357 no Touch-Tone Receiver available, EAS-516,

BCS-214 no vector steps, ANI sent, EAS-520 not a messaging split, EAS-526, BCS-217 not all digits returned to the DEFINITY

switch, EAS-511 not vector-controlled, EAS-526, BCS-216 OCX and DLL incompatibilities, SIGS-94 OpenBoot diagnostic tests, BLD-144, SE35-153, UL5-168 OpenBoot PROM firmware tests, BLD-138, SE35-147, SUN-138, UL5-162 pkgchk errors, SIMT-360 POST

diagnostic messages, UL5-172 POST diagnostic messages, BLD-147, SE35-157 preserve data after a system failure, BLD-158, UL5-184 preserving Supervisor user profiles, SIGS-98 probe command, SE35-149, SE35-150, SE35-152 probe command warnings, BLD-160, SE35-176, SUN-143, UL5-186 probing devices, BLD-140, UL5-164 problems with CMS administration scripts, SIMT-413 prompting buffer overflow, EAS-517, BCS-215 prtdiag command, BLD-136, SE35-144, UL5-160 qpos digits not passed, EAS-505 queue before route, EAS-518 queued to three splits, EAS-516, BCS-214 recognizing new hardware, SIMT-357 recovery procedures, BLD-158, SE35-174, UL5-184 redirect

of call failed, EAS-519, BCS-216 unanswered call, EAS-519, BCS-216

remote console access, BLD-128, SE35-136, SUN-130, UL5-152 resolving TCP/IP host name, SIGS-95 retrying announcement, EAS-515, BCS-213


Book ID Book Title








166

ringback heard instead of busy tone, EAS-502, BCS-204

route -to step failed, EAS-517, BCS-215 route-to step failed, EAS-517, BCS-215 routing table not assigned, EAS-520 second set of digits

is the same as the first digits passed, EAS-510 not collected, EAS-510

serial/modem connection problems, SIGS-96 skill indirection used improperly, EAS-520 soft partitions, SIMT-399 solutions for X.25 error messages, SIMT-356 solving hardware-related problems, SUN-137 solving power-related problems, SUN-147 split queue is full, EAS-526, BCS-216 step skipped, EAS-501, EAS-506, BCS-208

no message left, EAS-506, BCS-207 that is, default treatment, EAS-507, BCS-208

steps display event report, EAS-513, BCS-211 display events form, EAS-512, BCS-210

Sun online Validation Test Suite (VTS), BLD-151, SE35-165, UL5-177

SunVTS diagnostics, SUN-154 system clock change, EAS-521, BCS-216 system fails to auto-boot, SIMT-361 system messages, BLD-137, SE35-146,

SUN-155, UL5-161 system will not boot from disk, SUN-142 tape drives, BLD-155, SE35-170, UL5-181 TCP/IP, SCAT-188 time not set, EAS-518, BCS-215 tools, BLD-135, SE35-143, UL5-159 unexpected

busy tone, EAS-501 intercept or reorder tone heard, EAS-501 network reorder or intercept, EAS-501 silence after announcement, EAS-502, BCS-204 step skipped (that is, default treatment), EAS-501

unexpected intercept or reorder tone heard, EAS-507, BCS-208 vector processing halted at collect step, announcement heard again upon return, EAS-504, BCS-206 vector processing stops, EAS-502, BCS-204 vector stuck, EAS-499, EAS-504, EAS-506, BCS-203, BCS-206, BCS-207

with busy, EAS-506, BCS-208 with ringback, EAS-506, BCS-207

vector with no steps, EAS-515, BCS-213 VRU script

not executed, EAS-505 terminated prematurely, EAS-505

wait digits not passed, EAS-505 wait step

music failed, EAS-519, BCS-216 ringback failed, EAS-519, BCS-216

X.25 license installation problems, SIMT-355 X.25 link, SCAT-203

troubleshooting, ELAI, LAA-97 Trunk, SRPT-466, SRPT-562 trunk, ADV-163, ECHI-19 Trunk Capacity Increase

CMS support, CDES-20, CDES-24 Trunk Database Items, ODBC-162 Trunk database items, DBI-72 Trunk ECS Cross-Reference, ODBC-168


Book ID Book Title








167

Trunk Failures, SRPT-467 Trunk field, RDUG-99 Trunk Group, SRPT-562 trunk group

assignment, viewing a single, ADM-299 assignment, viewing by VDN/split, ADM-301 assignments, ADM-297 exceptions, ADM-365 exceptions, adding, ADM-366 exceptions, deleting, ADM-371 exceptions, modifying, ADM-368 exceptions, report, ADM-374 members report, ADM-303 members report, running, ADM-304 user permissions, adding, ADM-475 user permissions, deleting, ADM-484 user permissions, listing all, ADM-479 user permissions, modifying, ADM-481 user permissions, viewing, ADM-477

Trunk Group Access, LBA-32 trunk group assignments, LBA-88

viewing all, ADM-298 Trunk Group Capacity Increase

CMS support, CDES-20, CDES-24 Trunk Group Database Items, ODBC-147 Trunk group database items, DBI-73 Trunk Group ECS Cross-Reference, ODBC-159 Trunk group exception table, DBI-173 Trunk Group Exceptions Database Items, ODBC-246 Trunk group field, RDUG-99 Trunk Group Folder object

description of, VVUG-27, VVUG-34 Trunk group incoming destination, EAS-312, BCS-98 trunk group members, LAA-46, LBA-88 Trunk Group Members Report, LAA-46 Trunk Group Name, SRPT-466 trunk group name

adding, ADM-160 deleting, ADM-165 listing all, ADM-161 modifying, ADM-163

trunk group names, ADM-159 listing all, ADM-162

Trunk Group object description of, VVUG-28, VVUG-34

Trunk Group Profile Administration Start-Up Tasks, FCST-21, FCST-29 System Prerequisites, FCST-51 Trunk Group Profile Window, FCST-52

Trunk Group Profiles Administration Definition, FCST-157

Trunk Group Report, SRPT-272, SRPT-465, BCMS-78 Trunk Group Reports

General Information, SRPT-272 Input Fields, SRPT-272 Selector Window, SRPT-272 selector window, SRPT-272 Trunk Group Report, SRPT-272

Trunk Group Reports selector window, SRPT-272 Trunk Group Summary by Interval Report, LAA-81 Trunk Group Summary Report, SRPT-468 trunk groups

Service Observing trunk, ACD-231 VuStats, ACD-344


Book ID Book Title








168

Trunk No Answer Timeout (G3V2 and later), DBI-105 Trunk Performance Report

Algorithm, FCST-150 Definition, FCST-131 System Prerequisites, FCST-132 Trunk Performance Input Window, FCST-133 Trunk Performance Report

Description, FCST-135 Trunk Performance Report Example, FCST-134

Trunk Report, SRPT-462 Trunk state field, RDUG-99 trunk state names, RDUG-99 trunk string values, ADM-167

field descriptions, ADM-170 modifying, ADM-168 viewing, ADM-168

Trunk to Trunk Transfer interactions

Look Ahead Interflow (LAI), ACD-171 Trunk/Trunk Group Busy Hour Report, SRPT-459 Trunk/Trunk Group Report Input Fields, SRPT-456 Trunk/Trunk Group Reports, SRPT-454

Busy Hour Report, SRPT-459 general information, SRPT-454 Roadmap, SRPT-454 selector window, SRPT-455 Trunk Group Report, SRPT-465 Trunk Group Summary Report, SRPT-468 Trunk Report, SRPT-462

TRUNKS, ODBC-159, DBI-287 trunks

determining the number required, BCMS-144 guidelines for engineering, BCMS-144 range of typical number, BCMS-144 ratio to number of agents, BCMS-144 when to add more, BCMS-114, BCMS-121

Trunks Required Report Algorithm, FCST-149 Guidelines, FCST-127 System Prerequisites, FCST-127 Trunks Required Input Window, FCST-128 Trunks Required Report Description, FCST-129 Trunks Required Report Example, FCST-129

TSC, HAU-15 TSTAFFED, DBI-288, SRPT-185, SRPT-225 turn CMS back on, ECHI-39 turning data collection off and on, LAA-53 Turning ECHI on or off, ECHI-40 turnover system to customer, SIMT-215 two-section report, RDUG-48 Type, CRPT-31 type, ECHI-43 TYPE (real-time), DBI-288 Type field, RDUG-103 Type tab

about, RDUG-178 field options, RDUG-179 select chart type, RDUG-180

types of reports, RDUG-29 typical installations, SIGS-30


Book ID Book Title








169

U

UCD-LOA, ADV-37, ADV-40, ADV-49, LAA-128, LAA-136, ACD-34, ACD-78, ACD-137, ACD-141

example, ADV-38, LAA-125 UCD-MIA, ADV-35, ADV-37, ADV-40, ADV-49,

LAA-128, LAA-136, ACD-34, ACD-78, ACD-137, ACD-141

example, ADV-39, LAA-126 UCID, ODBC-212, ODBC-229, DBI-288, ECHI-22,

ECHI-25, ECHI-30 Ultra5, HAU-8 UltraSCSI, UL5-42, UL5-102, UL5-138 unconditional branching, LAA-67 Underline, CRPT-112 undo

alignment, RDUG-67 cuts or deletions, RDUG-67

Undo Align Controls field, RDUG-67 Undo Cut/Delete field, RDUG-67 Uniform Call Distribution - Least Occupied

Agent, ADV-35 Uniform Call Distribution - Most Idle Agent, ADV-35 Uniform Call Distribution (UCD), DBI-46, ADV-163,

SRPT-562 uniform call distribution (UCD)

Voice Response Integration (VRI), ACD-265 uninstalling Supervisor

all versions except 5, SIGS-40 version 5, SIGS-41

uninstalling Visual Vectors, VVIN-16 Universal Call ID, DBI-105 Universal Call ID (UCID), ACD-233, ACD-239

Administering UCID, ACD-242 Before you administer UCID, ACD-241 creating, ACD-234 interactions

Distributed Communications System (DCS), ACD-240 Remote AUDIX, ACD-240

purpose, ACD-233 Tandem Calls, ACD-240 testing, ACD-245 tracking

complex conference, ACD-236 incoming trunk calls, ACD-235 outgoing trunk calls, ACD-235 simple transfer or conference, ACD-235 station-to-station calls, ACD-235

transmitting, ACD-234 Troubleshooting, ACD-245

Universal Call Identifier (UCID), DBI-46, ADV-163, SRPT-562 UNIX, ECHI-36, ECHI-46, ECHI-49 UNKNOWN, ADV-163, SRPT-562 unpacking, SE35-27 unscheduled, HAU-65 UNSTAF, SRPT-562 Up, CRPT-43 Update Interval, ACD-318 update rate in seconds, RDUG-94 Updating

Agent Skills, HAU-39 Call Work Codes, HAU-38


Book ID Book Title








170

upgrade, ADV-163 overview, HAAD-27 scenarios, HAAD-25 special considerations, HAAD-10

upgrade considerations general, VVIN-14 upgrading from Version 1, VVIN-14

Upgrade documents, ODBC-14, DBI-22, ADV-16, LAA-16, LBA-13, CRPT-10, ECHI-7

Upgrade Procedures, TPM-196 Upgrades

base load, HAU-38 upgrading

a contact center to expert agent selection, EAS-617

information about, SIGS-28 operating systems, SIGS-20 to a call vectoring environment, EAS-474

upgrading a mirrored system, SIMT-351 Use First data item as chart title field, RDUG-43 Use of Document, CRPT-7 Use of This Document, FCST-10, CRPT-7 USE_SVC_OBJ, DBI-289, ADV-144 User ID, SRPT-562, CRPT-35, CRPT-47

Defining, CRPT-35 user ID, ADV-163, LBA-23

assigning, LBA-29 user interface

Framework, VVUG-37 Navigator, VVUG-43 Navigator tool, VVUG-43

User Permissions, ADV-163, SRPT-562 user permissions, LBA-30, RDUG-73, VVUG-16

administrator, LBA-30 CMS, LBA-26 normal user, LBA-30

user permissions records, LBA-88 User Permissions, Forecast, FCST-26 user profiles, preserving, SIGS-98 user window, ADV-163 user window count, LBA-30 user_name, ECHI-43 users

adding, ADM-418 deleting, ADM-428 Main Menu Addition Access, assigning/modifying, ADM-457 Main Menu Addition Access, listing all, ADM-455 Main Menu Addition Access, viewing, ADM-453 permissions, ACD, ADM-431 permissions, adding ACD, ADM-433 permissions, adding split/skill, ADM-461 permissions, adding trunk group, ADM-475 permissions, adding VDN, ADM-503 permissions, adding vector, ADM-489 permissions, deleting ACD, ADM-441 permissions, deleting split/skill, ADM-470 permissions, deleting trunk group, ADM-484 permissions, deleting VDN, ADM-512 permissions, deleting vector, ADM-498 permissions, listing all ACD, ADM-437 permissions, listing all Feature Access, ADM-447 permissions, listing all split/skill, ADM-465 permissions, listing all trunk group, ADM-479 permissions, listing all VDN, ADM-507


Book ID Book Title








171

permissions, listing all vector, ADM-493 permissions, modifying ACD, ADM-439 permissions, modifying Feature

Access, ADM-449 permissions, modifying split/skill, ADM-467 permissions, modifying trunk group, ADM-481 permissions, modifying VDN, ADM-509 permissions, modifying vector, ADM-495 permissions, viewing ACD, ADM-435 permissions, viewing Feature Access, ADM-445 permissions, viewing split/skill, ADM-463 permissions, viewing trunk group, ADM-477 permissions, viewing VDN, ADM-505 permissions, viewing vector, ADM-491 settings, modifying, ADM-425 settings, viewing, ADM-422

user-specific settings, VVIN-14 Uses for ODBC data, ODBC-25 using digits

to collect branching information, EAS-186, BCS-74

to select options, EAS-186, BCS-74 Using Existing Cabling, TPM-196 using the remote console, SIMT-364 using the VDN Assignment Wizard, VVIN-49 using Vector Editor, VVIN-47 UTC, CDES-21 uucp, ECHI-33, ECHI-47, ECHI-48 UUI, EAS-168 uustat, ECHI-36 UUXQT, ECHI-48

V

V11setup executable file, SIGS-33, SIGS-36 valid entries

for converse-on, EAS-428 Validate BCMS/VuStats Login IDs, ACD-293 validating vectors, VVIN-41 VALUE, ODBC-235, ODBC-237 Value field, RDUG-168 Variable, CRPT-107, CRPT-109 Variable Name, CRPT-95

ACD, CRPT-63 Defining, CRPT-57

Variable/Time/Date, CRPT-107 VDISCCALLS, ODBC-178, ODBC-195, DBI-289 VDN, ODBC-159, ODBC-248, ODBC-251, DBI-289, LAA-66, EAS-48, BCS-41, SRPT-243, SRPT-254,

SRPT-280, SRPT-285, SRPT-288, SRPT-291, SRPT-476, SRPT-480, SRPT-484, SRPT-487, SRPT-491, SRPT-493, SRPT-497, SRPT-502, SRPT-547, SRPT-562, ECHI-20

active, EAS-52, BCS-43 assignments, LAA-47 busy hour report, LAA-81 call profile, adding, ADM-315 call profile, deleting, ADM-321 call profile, modifying, ADM-319 call profile, viewing, ADM-317 call profiles, ADM-313 calls, EAS-137 calls counts

which calls included, EAS-137


Book ID Book Title








172

definition, EAS-21, EAS-41, EAS-47, BCS-17, BCS-35, BCS-40

description, LAA-66 exceptions, adding, ADM-379 exceptions, deleting, ADM-384 exceptions, modifying, ADM-381 exceptions, report, ADM-388 historical report, LAA-80 in coverage path

application uses, EAS-53, BCS-44 latest, EAS-52, BCS-43 multi-ACD Call Flow Report, LAA-81 multiple, EAS-21, BCS-17 observing, EAS-54 override

example application, EAS-52, BCS-43 properties

extension, EAS-48, BCS-41 name, EAS-48, BCS-41 vector number, EAS-48, BCS-41

return destination considerations, EAS-489

service observe, LAA-79 skill preferences, ADM-281 skill preferences, changing, LAA-43, ADM-283 skill preferences, configuring, ADM-281 skill preferences, listing all, ADM-286 skill preferences, viewing, ADM-285 skills

administering, EAS-356 user permissions, adding, ADM-503 user permissions, deleting, ADM-512 user permissions, listing all, ADM-507 user permissions, modifying, ADM-509 user permissions, viewing, ADM-505

VDN (index), ODBC-196 VDN Access, LBA-32 VDN active calls, DBI-106 VDN Activity, LAA-81 VDN Assignment Wizard

buttons, VVUG-72 Edit Assignment window, VVUG-75 opening, VVUG-71

VDN Assignment Wizard, using, VVIN-49 VDN assignments, LBA-88 VDN Busy Hour Report, SRPT-475 VDN Call Profile Administration, HAU-62 VDN Call Profile Report, LAA-44, SRPT-279, SRPT-478

Acceptable service level, SRPT-279 Caution, SRPT-478 Service level increments, SRPT-279

VDN Calls, LAA-70 VDN Calls-Counted, ADV-164, SRPT-563 VDN database items, DBI-77 VDN Display for Route-to DAC, CDES-22 VDN ECS Cross-Reference, ODBC-196 VDN exception table, DBI-173 VDN Exceptions Database Items, ODBC-247 VDN extension, ACD-125 VDN field, RDUG-99 VDN Folder object

description of, VVUG-29, VVUG-35 VDN Graphical Busy/Abandon/Disconnect Comparison Report, SRPT-482 VDN Graphical Call Handling Report, SRPT-545


Book ID Book Title








173

VDN Graphical Call Profile Report, SRPT-283, SRPT-485

VDN Graphical Service Level Report, SRPT-489 VDN in a Coverage Path, ACD-246 to ACD-250

considerations, ACD-246 interactions

AAR/ARS Partitioning, ACD-246 ASAI, ACD-247 Attendant, ACD-247 AUDIX, ACD-247 Automatic Call Distribution (ACD), ACD-247 Call Coverage, ACD-247 Call Fowarding, ACD-247 Call Park, ACD-248 Call Vectoring, ACD-132, ACD-248 Class of Restriction (COR), ACD-249 Conference, ACD-249 Consult, ACD-249 Hunt Groups, ACD-249 Look-Ahead Interflow, ACD-249 Night Service, ACD-249 Personal CO lines (PCOL), ACD-249 Redirection on No Answer (RONA), ACD-250 Terminating Extension Groups, ACD-250 Transfer, ACD-250 Voice Terminal Display, ACD-250

VDN in a Coverage Path (VICP), ACD-246 VDN Interflow, SRPT-494 VDN level decisions, ADV-86 VDN Multi-ACD Flow Report, SRPT-492 VDN Name, SRPT-121, SRPT-124, SRPT-476,

SRPT-493, SRPT-497 VDN name


VDN names, ADM-173 VDN object

description of, VVUG-29, VVUG-36 VDN of Origin Annc. Extension, ACD-312 VDN of Origin Announcement, ADV-122 VDN of Origin Announcement (VOA), SRPT-563, ACD-251 to ACD-256

auxiliary trunks (aux-trunks), ACD-253 considerations, ACD-253 detailed description, ACD-252 distribution, ACD-256 forms, ACD-251 interactions

Agent Call Handling, ACD-254 Auto Available Split (AAS), ACD-254 Automatic Wakeup, ACD-255 Call Coverage, ACD-255 Call Forwarding, ACD-254 Call Pickup, ACD-254 CallVisor ASAI adjunct routing, ACD-254 Conference—Terminal, ACD-254 converse splits, ACD-255 Data Restriction, ACD-255 direct agent calling (DAC), ACD-255


Book ID Book Title








174

Expert Agent Selection (EAS), ACD-255 Hold, ACD-255 home agents, ACD-255 Hunt Groups, ACD-256 Look Ahead Interflow (LAI), ACD-256 Redirection on No Answer (RONA), ACD-256 Service Observing, ACD-231, ACD-256 supervisor assists, ACD-256 Transfer, ACD-256

multiple announcement boards, ACD-253 setting up VOAs, ACD-252 vector directory number (VDN)

override, ACD-252 VOA Repeat buttons, ACD-252

VDN Override interactions

Look Ahead Interflow (LAI), ACD-171 VDN properties

editing, VVUG-75 VDN Report, SRPT-290, SRPT-496 VDN Report Input Fields, SRPT-474 VDN Report input fields, SRPT-544 VDN Report selector window, SRPT-543 VDN Reports, SRPT-276, SRPT-472

Busy Hour Report, SRPT-475 Call Profile Report, SRPT-478 General Information, SRPT-276 general information, SRPT-472 Graphical Busy/Abandon/Disconnect Compari-

son Report, SRPT-482 Graphical Call Handling, SRPT-545 Graphical Call Profile Report, SRPT-485 Graphical Service Level Report, SRPT-489 Input Fields, SRPT-276 Multi-ACD Flow Report, SRPT-492 Report, SRPT-496 Roadmap, SRPT-276, SRPT-472 Selector Window, SRPT-276 selector window, SRPT-473 Skill Preference Report, SRPT-501 VDN Call Profile Report, SRPT-279 VDN Graphical Call Profile Report, SRPT-283 VDN Report, SRPT-290 VDN Skill Preference Report, SRPT-287

VDN screen, BCMS-13 VDN Skill Preference, SRPT-563 VDN skill preference, ADV-164 VDN Skill Preference Report, SRPT-287, SRPT-501 VDN skill preferences, LBA-88 VDN Status Report, BCMS-48

purpose, BCMS-48 VDN Timed ACW Interval, ACD-312 vdnex, DBI-33, CRPT-93 vdnex table, ODBC-74 VDNs

Available for Selection, VVIN-49 how to filter, VVIN-56 how to select, VVIN-49

VDNs Available for Selection filtering, VVUG-74

VDN-to-vector assignments, ADM-307 modifying, ADM-311 viewing all, ADM-309 viewing by vector, ADM-310


Book ID Book Title








175

vecex, DBI-33, CRPT-93 vecex table, ODBC-74 VECTOR, ODBC-159, ODBC-248, ODBC-249,

DBI-290, SRPT-296, SRPT-497, SRPT-502 Vector, SRPT-296, SRPT-497, SRPT-502,

SRPT-563 vector, ADV-164, LAA-66, ECHI-18

call acceptance commands, LAA-88 call denial commands, LAA-89 changing existing, EAS-30, EAS-475, BCS-24,

BCS-193 commands, LAA-77 configuration report, ADM-323 configuration report, running, ADM-325 configurations, LAA-48 creating, VVUG-63 creating a new, EAS-30, BCS-24 definition, EAS-21, EAS-47, BCS-17, BCS-40 disconnect timer, EAS-474, BCS-192 entering, EAS-29, BCS-23 events, EAS-512, EAS-515, BCS-210, BCS-213 example, EAS-118, BCS-62

accessing voice response scripts, EAS-114 accommodate a super agent pool, EAS-366 adjunct routing vector with

redundancy, EAS-179 automated attendant application, EAS-64,

BCS-131 call interflow, EAS-120, BCS-64 claims application, EAS-74 conditional branching, EAS-122, BCS-66 customer service application, EAS-75 delay with audible feedback, EAS-109,

BCS-55 delay with multiple audio/music source

feedback, EAS-110, BCS-56 dial-ahead digits, EAS-198, BCS-81 distributed call centers application, EAS-70 DIVA and data/message collection application, EAS-66, EAS-67, BCS-133, BCS-134 emergency and routine service application, EAS-98, EAS-99, BCS-146, BCS-148 expected wait time

for a call, EAS-127 for a split, EAS-127 routing - routing to the best split, EAS-132 routing and passing VRU wait, EAS-130

field agent vector application, EAS-73 help desk application, EAS-71 late caller application, EAS-101, BCS-149 leaving recorded message, EAS-117, BCS-61 leaving recorded messages, EAS-117, BCS-61 messaging options application, EAS-103, BCS-151 multiple split queueing, EAS-116, BCS-59 notifying callers of wait-time without a VRU, EAS-131 passing digits to an adjunct, EAS-193 receiving switch inflow vector, EAS-211 remote access service observing vector, EAS-194 return destination vector

with announcement, EAS-492 with remote access, EAS-490

rolling ASA routing, EAS-136 service agency clients application, EAS-75


Book ID Book Title








176

service observing vector, EAS-194, EAS-195 stopping vector processing, EAS-123, BCS-66 supplementary delay

announcement, EAS-108, BCS-54 tandem switch vector, EAS-219 testing

for ANI in vector routing table, EAS-143 for digits in vector routing

table, EAS-189 treating digits as a destination, EAS-187,

BCS-74 unconditional branching, EAS-122, BCS-65 using digits

to collect branching information, EAS-188, BCS-76

to select options, EAS-191, BCS-77 VDN calls routing, EAS-138 vector for service observing, EAS-121

exceptions, ADM-391 exceptions, adding, ADM-393 exceptions, deleting, ADM-398 exceptions, modifying, ADM-395 exceptions, report, ADM-401 inflow, LAA-87 interflow, LAA-104 list changes, LAA-79 listing existing, EAS-30, BCS-24 maintenance, LAA-79 naming, EAS-30, BCS-24 outflow, LAA-85 primary, LAA-103 reports, LAA-79, LAA-80 samples, LAA-103 status poll, LAA-104 testing, EAS-475, BCS-193 trace call flow, LAA-79 tracking events, LAA-79 user permissions, adding, ADM-489 user permissions, deleting, ADM-498 user permissions, listing all, ADM-493 user permissions, modifying, ADM-495 user permissions, viewing, ADM-491

VECTOR (index), ODBC-178, ODBC-196 Vector Access, LBA-32 vector chaining

using the goto command, EAS-121, BCS-65 using the route-to number command, EAS-119, BCS-63

Vector command Adjunct Route Link, CDES-26

vector command adjunct routing command, EAS-57, EAS-403 advanced vector routing, EAS-126, EAS-300, BCS-86

command table, EAS-126 ANI/ii-digits, EAS-140 announcement command, EAS-410, BCS-161 announcements, EAS-57, BCS-47 available with

call prompting, EAS-389, BCS-153 call vectoring, EAS-389, BCS-153

busy, EAS-57, EAS-412, BCS-47, BCS-163 call denial

qualification of commands, EAS-207


Book ID Book Title








177

call prompting, EAS-182, BCS-70 command table, EAS-182, BCS-70

check-backup, EAS-58, EAS-414, BCS-47, BCS-164

collect digits, EAS-58, EAS-418, BCS-47, BCS-167

comparison operators, EAS-60 condition testing, EAS-59, BCS-49 consider, EAS-423 converse-on, EAS-428 converse-on command, EAS-58 disconnect, EAS-58, BCS-48 disconnect command, EAS-437, BCS-171 function of each, EAS-393, BCS-155 goto step, EAS-58, BCS-48 goto step command, EAS-439, BCS-173 goto vector, EAS-58, BCS-48 maximum number, EAS-32, BCS-25 messaging, EAS-58, EAS-446, BCS-48,

BCS-176 neutral

qualification of commands, EAS-207 OCM predictive calls, EAS-377 parameters, EAS-394, BCS-156 queue-to, EAS-58, BCS-48 queue-to command, EAS-449, BCS-178 reply-best, EAS-453 route-to, EAS-455, BCS-181 route-to digits, EAS-59, BCS-48 route-to number, EAS-59, BCS-48 stop, EAS-59, BCS-48 success/failure criteria, EAS-494, BCS-200 syntax, EAS-394, BCS-156 wait-time, EAS-59, EAS-464, BCS-48, BCS-187

vector commands, LAA-103, EAS-237, EAS-253, ACD-109, ACD-111

Call Prompting, ACD-120 Call Vectoring, ACD-123 Inbound Call Management (ICM), ACD-156

Vector commands for multi-site BSR multi-site BSR, EAS-253, ACD-111

Vector commands for single-site BSR Single-site BSR, EAS-237, ACD-109

vector configuration, LBA-88 Vector Configuration Report, LAA-48 Vector Contents window, LAA-75 vector controlled splits, see under splits Vector Database Items, ODBC-169 Vector database items, DBI-81 Vector Directory Number, ACD-124 vector directory number

definition, EAS-41, EAS-47, BCS-35, BCS-40 properties, EAS-48, BCS-41 vector routing tables, EAS-142

Vector Directory Number (VDN), ADV-164, LAA-66, SRPT-563 Vector Directory Number form, EAS-51, ACD-308 to ACD-313

administration commands, ACD-308 implementation notes–list, EAS-51, BCS-43, ACD-313 instructions, ACD-308 screen–add/change, EAS-48, EAS-242, EAS-246, EAS-260, EAS-267, BCS-41


Book ID Book Title








178

vector directory numbers (VDN) Agent Call Handling override, ACD-71 Redirection on No Answer (RONA), ACD-200 Service Observing, ACD-218, ACD-220,

ACD-221 timed after call work (ACW), ACD-62 VDN reports, ACD-203 VOA override, ACD-252 Voice Response Integration (VRI), ACD-265 VuStats data types, ACD-342

Vector Disconnect Timer, ACD-124 Vector Disconnect Timer (G3V2 and later), DBI-106 Vector ECS Cross-Reference, ODBC-179 Vector Editor, LAA-75

palettes, VVIN-43 Input/Output, VVIN-43

Properties window, VVIN-45 status indicators, VVUG-46 using, VVIN-47

Vector Editor scenario, VVUG-63 disconnecting weekend calls, VVUG-64 playing announcement, VVUG-68 routing callers, VVUG-66 selecting ringback, VVUG-65

vector event advantages of tracking unexpected, EAS-512,

BCS-210 displaying, EAS-512, BCS-210 unique number, EAS-514, BCS-212 with debugging, EAS-509

vector events, LAA-79 Vector exception table, DBI-175 Vector Exceptions Database Items, ODBC-249 Vector Export Summary window, VVUG-82 Vector field, RDUG-99 Vector Flow In, SRPT-297 Vector Flow Out, SRPT-297 Vector Folder object

description of, VVUG-28, VVUG-34 vector Id

Properties of many objects window, VVUG-75 Vector Import Summary window, VVUG-84 vector name


vector names, ADM-181 Vector Number, ACD-310 Vector object

description of, VVUG-28, VVUG-35 vector processing

ASAI link failure, EAS-404 BCMS Report

description, EAS-574 BDMS Report

description, EAS-575, BCS-226 branching, EAS-55, EAS-57, EAS-58, BCS-45, BCS-47, BCS-48 collecting from caller, EAS-59, BCS-48 control flow, EAS-47, BCS-40

types of, EAS-55, BCS-45 failure

converse-on step, EAS-433 resulting in these destinations, EAS-459, BCS-184


Book ID Book Title








179

maximum number of steps, EAS-55, BCS-45 programming

collecting and acting on information, EAS-57, BCS-47

collecting from caller, EAS-57, BCS-47 providing treatments, EAS-57 routing calls, EAS-57, BCS-47

programming capabilities branching, EAS-55, BCS-45

Split Summary Report description, EAS-574

stopping, EAS-41, EAS-55, EAS-56, EAS-57, EAS-106, EAS-109, EAS-123, EAS-328, BCS-35, BCS-45, BCS-46, BCS-47, BCS-52, BCS-55, BCS-66, BCS-116

terminating, EAS-117, EAS-118, EAS-120, EAS-122, BCS-61, BCS-62, BCS-64, BCS-65

termination, EAS-57, EAS-58, BCS-47 termination vs stopping, EAS-56, BCS-46 troubleshooting, EAS-499, BCS-203 VDN Real-Time Report

description, EAS-575, BCS-226 VDN Report

description, EAS-574 VDN Summary Report

description, EAS-575, BCS-226 Vector Report

description, EAS-574 with coverage, EAS-53, EAS-187, BCS-44,

BCS-75 Vector Report, SRPT-293, SRPT-505, SRPT-508

General Information, SRPT-293 general information, SRPT-505 Input Fields, SRPT-293 Roadmap, SRPT-293, SRPT-298, SRPT-505 Selector Window, SRPT-293 selector window, SRPT-505

Vector Report Input Fields, SRPT-506 Vector Routing Table, ACD-124 vector routing table, EAS-143, EAS-188, EAS-189 Vector Routing Table form, ACD-314 to ACD-315 vector routing tables, ACD-314 vector step

conditional branching, EAS-55, BCS-45 deleting, EAS-33, BCS-26 entering, EAS-30, BCS-24 example

announcement, EAS-410, BCS-161 converse-on, EAS-428

inserting, EAS-33, BCS-25 maximum number, EAS-41, BCS-35 numbering, EAS-33, BCS-26 sequential flow, EAS-55, BCS-45 stopping, EAS-56, BCS-46 terminating, EAS-56, BCS-46 termination vs stopping, EAS-56, BCS-46 unconditional branching, EAS-55, BCS-45

Vector steps palettes, VVUG-50

vector,call, LAA-66 vector-controlled split, EAS-116, EAS-117, BCS-60 Vectoring (ANI/II-Digits Routing), ACD-124 Vectoring (Attendant Vectoring), ACD-124


Book ID Book Title








180

Vectoring (Basic), ACD-124 Vectoring (G3V4 Advanced Routing), ACD-124 Vectoring (G3V4 Enhanced), ACD-124 Vectoring (Holiday Vectoring), ACD-124 Vectoring (Prompting), LBA-62 vectoring, call, LAA-63 vectors, LAA-66

accessing, VVUG-47 archiving, VVIN-54 Available for Selection, VVIN-53 create, LBA-32 edit, LBA-32 evaluation of performance, BCMS-113 exporting, VVIN-52 filtering, VVUG-80, VVUG-83 holiday, LAA-69 selecting, VVIN-54 validating, VVIN-41 writing, LAA-75 writing, BSR, LAA-104

Verify a Report, CRPT-47 verifying

dsm.opt, LAN-23 dsm.sys, LAN-24 include exclude list, LAN-26 network card settings, LAN-69

verifying POST, BLD-39, SE35-50, UL5-45 verifying system date and time, SIMT-216 VERSION, ECHI-23 version, ECHI-13 version upgrades, SIGS-28 vertical table orientation, RDUG-187 view

input window, RDUG-108 report’s properties, RDUG-56

View Installed ODBC Drivers, ODBC-53 viewing

agent skill, LAA-25 free space, LAA-59 storage intervals, LAA-60 switch information, LAA-62 trunk group members, LAA-46 vector configurations, LAA-48

viewing an AUX reason code name, ADM-78 Viewing Distance field, RDUG-182 viewing generic string values, ADM-114 Visible check box, RDUG-176 Visible field, RDUG-172, RDUG-205 Visual Vectors, LBA-32

administering, VVUG-12 description of, VVUG-11 installation, SIMT-189 set up, SIMT-189 start up, VVIN-21, SIMT-206

Visual Vectors Client definition of, VVUG-103

Visual Vectors Framework, VVIN-36 Visual Vectors interactions

with CMS, VVUG-14 Visual Vectors Server software

supported switches, VVUG-12 Visual Vectors software

description of, VVUG-11 VOA

service observing, ACD-231


Book ID Book Title








181

Voice Messaging Systems interactions


Voice Response Integration (VRI), ACD-257 to ACD-265

audiotex applications, ACD-257 converse-on vector command, ACD-257 detailed description, ACD-258 dial ahead digits, ACD-259 forms, ACD-258 interactions

Agent Call Handling, ACD-71 agents, ACD-260 answer supervision, ACD-260 AUDIX, ACD-265 Auto Available Split (AAS), ACD-261 automatic answering, ACD-261 Basic Call Management System

(BCMS), ACD-261 Call Detail Recording (CDR), ACD-261 Call Management System (CMS), ACD-261 Call Park, ACD-261 Call Pickup, ACD-261 Call Prompting, ACD-259 CallVisor ASAI, ACD-260 Class of Restriction (COR), ACD-261 Conference—Terminal, ACD-261 direct department calling (DDC), ACD-262 Distributed Communications System

(DCS), ACD-262 Expert Agent Selection (EAS), ACD-262 Hold, ACD-262 Hold—Automatic, ACD-262 Hunt Groups, ACD-262 intraswitch CDR, ACD-262 ISDN, ACD-262 Look Ahead Interflow (LAI), ACD-263 message centers, ACD-263 Music on Hold Access, ACD-263 nonvector controlled splits, ACD-263 queuing, ACD-263 R2 multifrequency compelled (MFC) signaling, ACD-263 recorded announcements, ACD-263 Redirection on No Answer (RONA), ACD-211, ACD-264 Service Observing, ACD-264 system measurements, ACD-264 T1 connectivity, ACD-262 touch tone dialing, ACD-264 Transfer, ACD-265 uniform call distribution (UCD), ACD-265 VDN display override, ACD-265 vector controlled splits, ACD-265 Voice Messaging Systems, ACD-260

queues, ACD-257 security alerts, ACD-259 voice response units (VRU), ACD-257


Book ID Book Title








182

voice response script, EAS-106, EAS-113 accessing, EAS-114 checking amount of time for execution, EAS-115 execution of, EAS-114 interruption of, EAS-115

Voice Response Unit (VRU) Conversant, ACD-257

voice response units (VRU) failures, ACD-201 Inbound Call Management (ICM), ACD-153 Redirection on No Answer (RONA), ACD-201 Voice Response Integration (VRI), ACD-257

Voice Terminal, SRPT-563 voice terminal, ADV-164 Voice Terminal Display

interactions Expert Agent Selection (EAS), ACD-149 Queue Status Indications, Telephone Display,

Telephone interactions, ACD-195 VDN in a Coverage Path, ACD-250

voice terminals auto answer terminals, ACD-74

voltage selector switch, UL5-32 VRI

advantage of, EAS-114 capabilities, EAS-113 description, EAS-113

VRU, EAS-113 activating a voice response script, EAS-428 advantages of, EAS-113 executing a script, EAS-106 execution of VRU script, EAS-113 normal override rules, EAS-436 offloading recorded announcements to, EAS-434 outpulsing data, EAS-430, EAS-431, EAS-435 outpulsing to extension, EAS-115 passing data between VRU and DEFINITY

switch, EAS-113 passing EWT to, EAS-114 returning data to the switch, EAS-429 service observing pending mode, EAS-435 storing received data, EAS-429 tandemed to ASAI host, EAS-113 used as an external announcement, EAS-113 using digits returned from, EAS-418, BCS-167

VRU digits conditional branching, EAS-429 displayed via CALLR-INFO button, EAS-429 extension in a route-to command, EAS-429 tandemed to an ASAI host, EAS-429

VTS, SIMT-67 VuStats, ACD-266 to ACD-274

button light flashes, ACD-271 CALLMASTER display, ACD-266 considerations, ACD-273 data types, ACD-271

agents and agent extensions, ACD-330 trunk groups, ACD-344 vector directory numbers (VDN), ACD-342

detailed description, ACD-270 display formats, ACD-271 display linking, ACD-272 how information appears, ACD-272 information displayed, ACD-270


Book ID Book Title








183

interactions Add/Remove Skills, ACD-55, ACD-56 Basic Call Management System

(BCMS), ACD-273 Call Management System (CMS), ACD-274 Call Prompting, ACD-273 call work codes (CWC), ACD-273 changing skills, ACD-274 Expert Agent Selection (EAS), ACD-150 Expert Agent Selection–preference handling

distribution (EAS–PHD), ACD-274 Integrated Directory, ACD-274 Queue Status Indications, ACD-274 Reason Codes, ACD-274 Service Observing, ACD-232, ACD-274

Next buttons, ACD-272 statistical periods, ACD-271 text labels, ACD-271 thresholds, ACD-271 VuStats feature buttons, ACD-269 when information updates, ACD-272

VuStats Display Format form, ACD-316 administration commands, ACD-316 instructions, ACD-317 required and allowed field tables, ACD-324

VuStats feature, BCMS-10 description of, BCMS-14 display formats

split data types, ACD-327 trunk group data types, ACD-329 VDN data types, ACD-329

VuStats Login ID, ACD-285

W

w_secs table, ODBC-74 wagent, DBI-32, CRPT-92 wagent table, ODBC-73 Wait Answer Supervision Timer (WAST), DBI-106 wait answer supervision timers (WAST), ACD-212 wait-time, LAA-78, LAA-88, EAS-59, EAS-300, EAS-464, BCS-48, BCS-86, BCS-187

predictions circumstances that will limit, EAS-129

when to use predictions, EAS-129 wait-time command

differences between G2 and R5, EAS-556 example, EAS-110, BCS-56 neutral vector command, EAS-208, EAS-468 success/failure criteria, EAS-498, BCS-202 syntax, EAS-464, BCS-187 troubleshooting, EAS-508, BCS-209

wait-time hearing i-silent, LAA-88 WAN, ECHI-42, ECHI-45, ECHI-47 WARNING

login, LBA-24 warning tones

Service Observing, ACD-219 warnings,data storage, LAA-54 wcwc, DBI-33, CRPT-93 wcwc table, ODBC-74


Book ID Book Title








184

web access to support, LAA-23, LBA-19 Week, SRPT-319 week

beginning of, ADM-580 end of, ADM-580

week start day, LAA-61 Week Starting, SRPT-321, SRPT-324, SRPT-330,


Week starting, SRPT-449, SRPT-466, SRPT-493, SRPT-497, SRPT-502

week stop day, LAA-61 Weekly Data, SRPT-563, CRPT-172 weekly data, ADV-164, LAA-58 Weekly Data, Definition, SRPT-26 Weekly Reports, SRPT-312 Welcome window, VVUG-73, VVUG-79, VVUG-82 What is a Custom Report, CRPT-15 What Is a Custom Report?, CRPT-15 WHERE box, RDUG-117 Width to Height field, RDUG-182 Wildcard Searches, CRPT-156 wildcards, EAS-188 Window

Add Highlights, CRPT-111 Bar, CRPT-82 Define Input, CRPT-56 Define Input: Order, CRPT-64 Field Descriptions, FCST-44 Row Search, CRPT-89 Sample Test Design Input, CRPT-117 Screen Painter Get Copy, CRPT-46 Var/Time/Date, CRPT-107

window Activate Agents Trace, LAA-37 Call Profile Setup, LAA-44 Call Work Codes, LAA-41 Change Agents Skills, LAA-27 Change Extension Split Assignments, LAA-33 Change VDN Skill Preferences, LAA-43 CMS State, LAA-51 Data Collection, LAA-52, LAA-53 Data Storage Allocation, LAA-54 Data Summarizing, LAA-57 Define Input, RDUG-92 Free Space Allocation, LAA-59 List Agents Traced, LAA-38 Move Extensions Between Splits, LAA-35 Multi-Agent Skill Change, LAA-30 Query Assistant, RDUG-111 Report Selector, RDUG-54 Storage Intervals, LAA-60 Switch Setup, LAA-62 System Setup, LAA-51 VDN Assignments, LAA-47 Vector Contents, LAA-75 Vector Export Summary, VVUG-82 Vector Import Summary, VVUG-84

window count, ADV-164 Window menu, VVUG-41 Windows, ECHI-46, ECHI-48

Report Select, CRPT-32


Book ID Book Title








185

windows buttons, VVUG-72, VVUG-78 Import Export Wizard, VVUG-79, VVUG-80,

VVUG-82, VVUG-83 input, VVUG-19 input windows, VVUG-51 menu bar, VVUG-40 Print, VVUG-48 Save Vector As, VVUG-48 Scalable Printing, VVUG-48 Select the Vector to Open, VVUG-47 status bar, VVUG-40 toolbar, VVUG-39 VDN Assignment Wizard, VVUG-73, VVUG-74,

VVUG-75 window controls, VVUG-39, VVUG-72, VVUG-78

Windows 95, SIGS-20 Windows 95, NT 4.0 ODBC Installation, ODBC-47 Windows 95, permissive installation, VVIN-7,

VVIN-13, VVUG-7 Windows NT 3.51 ODBC Installation, ODBC-47 Windows XP, CDES-17 windows, closing Supervisor, SIGS-55 Windows, upgrading, SIGS-20 WMODE_SEQ, ODBC-212, DBI-291, SRPT-358 work day

start time, ADM-580 stop time, ADM-580

work mode after-call-work mode, EAS-44, BCS-38 auto-in work mode, EAS-45, BCS-38 auxiliary-work mode, EAS-45, BCS-38 manual-in work mode, EAS-45, BCS-38

work modes buttons, ACD-143 Expert Agent Selection (EAS), ACD-148 Multiple Call Handling (MCH), ACD-175

WORKCODE, ODBC-212, DBI-291 WORKMODE, ODBC-212, DBI-292, DBI-297, SRPT-220, SRPT-242, SRPT-254, SRPT-269, SRPT-270,

SRPT-359 WORKSKILL, SRPT-227, SRPT-271, SRPT-521, SRPT-527 WORKSKILL (real-time), DBI-292 WORKSKLEVEL, ADV-144, SRPT-271 WORKSKLEVEL (real-time), DBI-293 WORKSPLIT, SRPT-254 WORKSPLIT (real-time), DBI-293 WORKSPLIT2, SRPT-254 WORKSPLIT2 and WORKSPLIT3 (real-time), DBI-294 WORKSPLIT2-3 (real-time), DBI-294 WORKSPLIT3, SRPT-254 WORKSPLIT4, SRPT-254 WORKSPLIT4 through WORKSPLIT20 (real-time), DBI-294 wrapping the fiber cable, SE35-40 Write Permission, SRPT-563 write permission, ADV-164 writing BSR vectors, LAA-104 writing vectors, LAA-75 wsplit, DBI-32, CRPT-92 wsplit table, ODBC-73 WT1, ODBC-215 WT1 ... 4, DBI-294 wtkgrp, DBI-32, CRPT-92 wtkgrp table, ODBC-73 wtrunk, DBI-32, CRPT-92


Book ID Book Title








186

wtrunk table, ODBC-73 wvdn, DBI-32, CRPT-92 wvdn table, ODBC-74 wvector, DBI-32, CRPT-92 wvector table, ODBC-73

X

X.25 driver, SIMT-87, SIMT-89 error messages, SIMT-356 finding license password, SIMT-355 Golden Key, SIMT-94 license installation problems, SIMT-355 license password, SIMT-88 manual license, SIMT-95 retrieving system information, SIMT-87

Y

YES_NO, DBI-299

Z

Zeros as Blanks field, RDUG-194 zip tones

CALLMASTER voice terminals, ACD-68 data restricted agent extension, ACD-68 Expert Agent Selection (EAS), ACD-147 Service Observing, ACD-232 VDN of Origin Announcement, ACD-256

Avaya Contact Center R3V11 Documentation Master Index · Avaya Contact Center R3V11 Documentation...

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