Avaya 1.2 - Manuals

System Overview 1-1 1 CentreVuExplorer Software Installation 1 System Overview 1 CentreVu ® Explorer collects data in a Lucent Technologies call center environment. Data is delivered to an external Microsoft * Windows NT † server via a local area network (LAN) connection to the CentreVu Call Managem...

1-2 Network Diagram Software Installation Network Diagram 1 The following is a list of the network requirements: l ECS/switch l CentreVu CMS l CentreVu Explorer server l Local area network l CentreVu Explorer client workstation. The following diagram indicates a typical network configuration utilizi...

Network Diagram 1-3 Software Installation ECS/Switch Requirements 1 The ECS/switch requires a communication link to the CentreVu CMS. Appropriate automatic call distribution (ACD) translations must be configured to generate external call history (ECH) results on the CentreVu CMS. These results inclu...

1-4 Network Diagram Software Installation Customer Responsibilities 1 You must do the following to transfer call history data: 1. Purchase the External Call History Interface package. 2. Contact your Lucent representative to have the ECHI feature authorized. If you are an international customer, con...

Network Diagram 1-5 Software Installation Memory 1 CentreVu Explorer requires 128 MB of memory. Database server performance on large data sets is directly affected by available memory. Call centers of all sizes benefit from CentreVu Explorer. Call centers taking 100,000 or more ACD calls per day qui...

1-6 Network Diagram Software Installation Remote access is necessary for system diagnosis, maintenance, and software updates. System Software Configuration 1 The following software packages are required to operate with CentreVu Explorer Version 1.0: l Microsoft Windows NT Server 4.0 Service Pack 3 l...

Network Diagram 1-7 Software Installation Disk Storage Requirements 1 This table shows call record storage requirements based on the number of calls per day over a period of months. Table 1: Disk Storage Example Question: How much disk space do I need on my server to store 3 months of call records? ...

1-8 Network Diagram Software Installation ECS/switch call vector processing has a minimum of one (1) segment. Over the life of the call, information is added to a segment based on the corresponding events occurring during the call’s life, starting from the time it entered vector processing and until...

Network Diagram 1-9 Software Installation Network Connectivity 1 CentreVu Explorer requires a transmission control protocol/internet protocol (TCP/IP) connection to the CentreVu CMS via a local area network (LAN). The TCP/IP LAN connection is necessary so that the CMS can transfer external call hist...

1-10 Network Diagram Software Installation Client Requirements and Recommendations 1 The client workstation must be able to run a supported web browser. CentreVu Explorer has been tested with Microsoft Internet Explorer 3.01 and Netscape Navigator * 3.0. However, any hypertext markup language (HTML)...

Installation Information Chart 1-11 Software Installation Installation Information Chart 1 This information applies to installations. Please complete the following table and keep for your records when installing or upgrading. Table 2: Checklist What you need Definition Write It Down Here LAN Card Th...

1-12 CentreVu Explorer Installation Preparation Software Installation CentreVu Explorer Installation Preparation 1 The following checklist is designed to assist Lucent Technologies in the installation of your CentreVu Explorer server. CentreVu Explorer Server Hardware Checklist 1 Please fill in the ...

CentreVu Explorer Installation Preparation 1-13 Software Installation Disk Controller Type — EIDE controller — SCSI controller — RAID (Redundant Array of Inexpensive Disks) Array Controller (Please specify RAID Level): _____________________________ — Other (Please specify): ____________________ Numb...

1-14 CentreVu Explorer Installation Preparation Software Installation Setting Up the CentreVu Explorer Server 1 Verify that the CentreVu CMS can ping the CentreVu Explorer server. This test establishes the IP connectivity required for the CentreVu CMS to transfer external call history data to the Ce...

CentreVu Explorer Installation Preparation 1-15 Software Installation Setting Up CentreVu Explorer Client 1 If you plan on accessing the CentreVu Explorer server from a client workstation, verify that you can reach the CentreVu Explorer server by pinging it from a workstation. Can you successfully p...

1-16 CentreVu Explorer Installation Preparation Software Installation Provisioning and Activation of ECHI 1 Call your Lucent representative to schedule activation of ECHI. Has External Call History Interface been installed on CMS? — Yes — No Note: ECHI should be activated within 24 hours prior to th...

CentreVu Explorer Server Software Installation Sequence 1-17 Software Installation CentreVu Explorer Server Software Installation Sequence 1 This section documents the software installation sequence required to install the software components for the CentreVu Explorer server. The following list comp...

1-18 CentreVu Explorer Server Software Installation Sequence Software Installation Microsoft Windows NT 4.0 and Microsoft InternetInformation Server 2.0 1 Microsoft Windows NT Server 4.0 is the operating system for the CentreVu Explorer and must be loaded before any other software components. If the...

CentreVu Explorer Server Software Installation Sequence 1-19 Software Installation Microsoft Internet Information Server 3.0 1 The Microsoft Internet Information Server 3.0 with ASP support is intended to be loaded on top of the Microsoft Internet Information Server 2.0, and it must be loaded after ...

1-20 CentreVu Explorer Server Software Installation Sequence Software Installation Installing on CentreVu Explorer Server 1 The primary tasks in CentreVu Explorer server installation are as follows: l Loading CentreVu Explorer software l Establishing network connection. Loading CentreVu Explorer Sof...

CentreVu Explorer Server Software Installation Sequence 1-21 Software Installation Establishing Network Connection 1 Appendix A of this document contains a high-level overview for connecting a server running Microsoft NT Server 4.0 to a local area network. Refer to Microsoft documentation for comple...

1-22 CentreVu Explorer Server Software Installation Sequence Software Installation Launching CentreVu Explorer 1 After installing the appropriate browser, click on the internet browser icon on your desktop. After clicking the internet browser icon, your predefined “home page” is activated. If the Ce...

Verifying the Installation 1-23 Software Installation Verifying the Installation 1 When you have completed the installation of CentreVu Explorer, the following procedure can be used to determine if data is flowing from the CentreVu CMS: 1. Log into the CentreVu Explorer server. 2. From the Start Men...

1-26 Verifying the Installation Software Installation CentreVu Explorer Database Backup 1 CentreVu Explorer stores ECHI data from the CentreVu CMS in a Microsoft SQL Server database. We recommend the database be periodically archived to allow for data recovery in the event of a catastrophic system f...

Product Overview 2-1 2 CCentreVuExplorer Getting Started with Explorer 1 Product Overview 1 CentreVu ® Explorer transforms valuable DEFINITY ® call center information into powerful knowledge. This knowledge is crucial to the management of your call center. By applying information collected from the ...

2-4 Main Menu Getting Started with Explorer Main Menu 1 The CentreVu Explorer main window displays four icons as shown below: Click on Explorer to go to the query and reporting interface of CentreVu Explorer. Click on Agent In-Focus to access predefined queries for common reporting scenarios. Click ...

Main Menu 2-5 Getting Started with Explorer Window Elements 1 The CentreVu Explorer window is divided into the following frames: Element Selection Frame—This frame contains the ECHI elements that are used to formulate queries. The ECHI elements are divided into two logical groups: l Agent Info—Conta...

2-6 Main Menu Getting Started with Explorer Sample Query” in the CentreVu Explorer User Guide (585-215-840) for additional information on building queries. Search Criteria Frame—This frame allows the user to enter parameters specific to the items selected in the query section when the “Build Query” ...

Main Menu 2-7 Getting Started with Explorer Window Viewing and Sizing 1 Based on your monitor ’s size and terminal resolution, a varying amount of data may be displayed in a single window. To vary the amount of data available, the following options exist as shown below: l Scroll Bars—Three scroll ba...

A Quick Start to CentreVu Explorer 2-9 Getting Started with Explorer A Quick Start to CentreVu Explorer 1 1. To enter CentreVu Explorer, click on the Explorer icon as shown below: final_manual.book : getting started.fm Page 9 Monday, May 4, 1998 1:00 PM

2-10 A Quick Start to CentreVu Explorer Getting Started with Explorer The Element Selection window appears: 2. Check the query elements for your search and click on Build Query. See “Appendix B, Query Elements” in the CentreVu Explorer User Guide (585-215-840) for definitions and parameters for each...

Introduction 3-1 3 CCentreVuExplorer Troubleshooting 1 Introduction 1 If you are having trouble with any of the procedures mentioned in this document, please read through this section before calling the National Customer Care Center. The problem may be something you can quickly solve yourself. If yo...

3-2 Introduction Troubleshooting Troubleshooting Tips 1 This section helps you with problems you may encounter when installing, logging into, or running CentreVu ® Explorer. It contains tables which describe error messages that may appear in CentreVu Explorer. NT Event Log Error Messages Types 1 The...

3-4 Introduction Troubleshooting SQL Server Error Messages 1 This table lists the SQL server error messages. Error Message Corrective Action Error: 1105, Severity: 17, State: 2 Can’t allocate space for object ’Syslogs’ in database ’[dbname]’ because the ’logsegment’ is full. If you ran out of space ...

Introduction 3-5 Troubleshooting Data Import Service Messages 1 This table lists the data import service messages. Error Messages Corrective Action The service was started. INFORMATION No corrective action required. This is merely an informational message. The service was stopped. INFORMATION No cor...

3-6 Introduction Troubleshooting OBDC Error Messages 1 This table lists the OBDC error messages. DB-Library Error Messages 1 This table lists the DB-Library error messages. Error Message Corrective Action [Microsoft] [ODBC SQL Server Driver] [SQL Server] Login failed WARNING An attempt to login to S...

Introduction 3-7 Troubleshooting Log-in Error Messages 1 This table lists the DB-Library error messages Service Affecting Automated Procedures 1 This section documents the automated procedures within CentreVu Explorer that cause service interruptions. The interruptions range from moments to over an ...

3-8 Introduction Troubleshooting Database Maintenance Procedures 1 CentreVu Explorer contains built in database maintenance procedures designed to keep the database healthy and responsive. These procedures are setup during the installation of CenterVu Explorer and are scheduled to run automatically ...

NT Server Connection Assistance A-1 A CentreVuExplorer Appendix A 1 NT Server Connection Assistance 1 The following sections provide assistance in connecting CentreVu ® Explorer to your local area network (LAN). In particular, these instructions pertain to the administration of the Microsoft * Windo...

A-2 NT Server Connection Assistance Appendix A Establishing Server Network Connection 1 Hardware 1 Communication between CentreVu Explorer and CentreVu Call Management System (CMS) is provided via a LAN connection. Additionally, for terminals external to the CentreVu Explorer server, access is provi...

NT Server Connection Assistance A-3 Appendix A CentreVu Explorer Server Identification 1 Select the Identification tab in the Network Administration window. The following screen appears: Enter the following information: 1. Computer Name—This field provides a place to type the host name for your comp...

A-4 NT Server Connection Assistance Appendix A CentreVu Explorer Protocol Assignment 1 The Ethernet or Token Ring assignments must be made to successfully connect to the network. Assignments are made in the Protocols tab of the Network Administration window. Following is a representative setup of an...

A-6 NT Server Connection Assistance Appendix A The DNS Server information is configured via the DNS tab. After selecting the DNS tab, the following screen appears: The following information is required: l Host Name—Enter the same information entered in the Computer Name field in the Identification t...

NT Server Connection Assistance A-7 Appendix A Set the adapter to Auto Detect in the Adapters tab. If you are still experiencing problems, contact your network administrator for the proper software setup. Caution After setting up the system software, you must restart your computer for the changes to...