Avaya R2 Guide de l'utilisateur

1BCMS Vu™ Software R2 V3 0User Guide585-217-102Issue 3July 2001

Table of ContentsTOC-x What Can I Do Using BCMS Vu Client? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2Starting BCMS Vu Client Sof

Report Basics5-6 About Real-Time Graph ReportsThings to Remember About Real-Time Graph Reports 5There are several things you need to remember when pl

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

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

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

Report Basics5-10 About Real-Time Pie Chart ReportsYou cannot select which data items will be displayed in a pie chart (unlike in a bar graph report)

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

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

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

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

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

Table of ContentsTOC-xiCompacting the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-28Managing Memory Allocat

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

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

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

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

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

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

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

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

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

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

Table of ContentsTOC-xii Exporting Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8Chapter 7 Wor

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Working with ReportsChapter 7Creating a Real-Time Graph Report 7-5The “Select orientation of the bar chart” window appears.9. a. Select the radio but

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

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

Working with Reports7-8 Creating a Real-Time Pie Chart Reportillustration shows the window that appears if you select “Agent Work State for Split/Ski

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

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

Working with ReportsChapter 7Creating a Real-Time Text Report 7-11The specific window that appears depends on the type of data you selected on the fi

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

Working with Reports7-12 Creating a Real-Time Text Reportd. When all the splits/skills or VDNs that you want to display are in the “Selected...” list

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

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

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

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

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

Working with Reports7-18 Creating a Wallboard Displayc. Use the Remove and Remove All buttons to remove attributes that you do not want to display.9

Working with ReportsChapter 7Creating a Wallboard Display 7-1910. Use the drop-down menu at the top of the wizard page to select how many lines of te

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

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

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

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

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

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

Working with ReportsChapter 7Creating a Time Trace Report 7-25The Time Trace Report wizard closes and the Time Trace report you have just defined app

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

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

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

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

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

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

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

Working with Reports7-32 Creating a Historical ReportIf you selected Absolute, the following window appears:12. Enter the beginning and end dates for

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Displaying Information on External Wallboards8-4 Broadcasting a Message on an External WallboardBroadcasting a Message on an External Wallboard 8If a

Displaying Information on External WallboardsChapter 8Broadcasting a Message on an External Wallboard 8-5registered wallboards connected to PCs in th

Displaying Information on External Wallboards8-6 Broadcasting a Message on an External Wallboard5. Place your cursor in the first line of the message

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

Displaying Information on External Wallboards8-8 Cancelling a Broadcast Message

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

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

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

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Real-Time Reports 9-3Abandoned CallsSplit/Skill Summary GraphThe total number of ACD

BCMS Vu Real-Time and Historical Data Items9-4 Data Items — Real-Time ReportsAverage Abandoned TimeSplit/Skill Summary GraphThe average time before a

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

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

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

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

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

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

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-11Aband Calls VDN The total number of calls that have abandoned

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

BCMS Vu Real-Time and Historical Data Items9-12 Data Items — Historical ReportsAvg Aband TimeVDN The average time calls spent waiting in this VDN bef

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-13Avg Speed AnsVDN The average time to answer ACD and connect c

BCMS Vu Real-Time and Historical Data Items9-14 Data Items — Historical ReportsAvg Talk TimeSplit/Skill The average amount of time agents talked on A

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-15Flow Out Split/Skill The total number of calls queued to this

BCMS Vu Real-Time and Historical Data Items9-16 Data Items — Historical ReportsFlow Out (Continued)Split/Skill If a call queued to three splits (for

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-17Outgoing CallsTrunk The total number of outgoing calls for th

BCMS Vu Real-Time and Historical Data Items9-18 Data Items — Historical ReportsTotal After CallAgent The total amount of time that the agent spent in

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-19Total AUX/OtherAgent The sum of the time that the agent has t

BCMS Vu Real-Time and Historical Data Items9-20 Data Items — Historical ReportsTotal AUX/OtherSplit/Skill The total amount of time that agents spent

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-21VDN Name VDN The name that is administered for this VDN. If n

© 2001 Avaya Inc.All Rights Reserved.NoticeWhile reasonable efforts were made to ensure that the information in this document was complete and accurat

Introduction1-2 Features of BCMS Vu Software●Administrative requirements●Performance considerations●Help escalation●Software for maintenance contract

BCMS Vu Real-Time and Historical Data Items9-22 Data Items — Historical Reports

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

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

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

10-4 Resolving ProblemsTroubleshootingTCP/IP is being used to connect to the switch and the network is downContact the network administrator.TCP/IP is

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

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

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

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

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

IntroductionChapter 1Benefits of BCMS Vu Software 1-3Benefits of BCMS Vu Software 1BCMS Vu software provides the following benefits:●Real-time data c

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

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

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

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

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

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

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

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

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

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

Introduction1-4 Differences between R1 and R2Differences between R1 and R2 1Release 2 of BCMS Vu is the response by Avaya to requests from users for

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

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

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

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

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

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

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

Resolving Problems 10-27TroubleshootingChapter 10Wallboard display does not change for several minutes.Server program has been closed or Server PC h

10-28 Resolving ProblemsTroubleshootingMiscellaneous ProblemsProblem Probable Cause ActionAnother application on the PC “freezes.”User started to clos

Resolving Problems 10-29TroubleshootingChapter 10Error # 1111: Message stating that DAO did not install correctly.Microsoft DAO installation failed.

IntroductionChapter 1Differences between R2, Version 1 and R2 Version 2 1-5Differences between R2, Version 1 and R2 Version 21Starting with Release 2

10-30 Resolving ProblemsTroubleshootingFor Windows 2000 or NT 4.0 :Received a message reporting a virtual memory error or memory allocation error.Insu

Resolving Problems 10-31TroubleshootingChapter 10For Windows 95 or 98:Received a message reporting a virtual memory error or memory allocation error

10-32 Resolving ProblemsTroubleshootingCan’t establish sharing.When you start BCMS Vu Server, you receive an error message telling you that the Server

Resolving Problems 10-33TroubleshootingChapter 10On Novell network only:Can’t access database or configuration files in supposedly shared folders.No

10-34 Error LogTroubleshootingError Log 10The BCMS Vu error log is an ASCII file containing the most recent 300 system messages generated by BCMS Vu.

Error Log 10-35TroubleshootingChapter 10refer to “Error Log” and “Error Codes” in Online Help or “Error Messages” in this guide.●The date/time stamp

10-36 Connection LogTroubleshootingConnection Log 10In addition to the error log, which is typically kept on the Server PC, another file called the co

Troubleshooting the Data Module 10-37TroubleshootingChapter 10Troubleshooting the Data Module 10Verifying the COM Port 10If the DEFINITY system conn

10-38 Troubleshooting the Data ModuleTroubleshootingSetting Up The COM Port 10If you get a message that BCMS Vu cannot start, it may be because you s

Troubleshooting the Data Module 10-39TroubleshootingChapter 10Using a Terminal Emulator 10If you cannot connect BCMS Vu Server to the DEFINITY syste

Introduction1-6 Operating Environment❐ A double-speed CD-ROM drive.❐ One external serial port if a data module is used to connect to a DEFINITY system

10-40 Troubleshooting the Data ModuleTroubleshootingThe “Connect To” dialog box appears.5. In the “Connect using:” field, click on the down arrow to

Troubleshooting the Data Module 10-41TroubleshootingChapter 108. If the COM Port you selected is one that is being used by your PC, the “COM Propert

10-42 Troubleshooting the Data ModuleTroubleshootingThe Port Settings should look like this:10. Select OK to set your current settings and close the

Troubleshooting the Data Module 10-43TroubleshootingChapter 1013. Press the Enter key again.If nothing happens repeat steps 9 through 12.14. Enter a

10-44 Troubleshooting the Data ModuleTroubleshooting17. Press <Enter>.18. At the password prompt, enter the BCMS Vu password associated with th

Troubleshooting the Data Module 10-45TroubleshootingChapter 1022. To exit HyperTerminal, select File and then Exit from the “HyperTerminal” main men

10-46 Error CodesTroubleshootingError Codes 10Error codes, their descriptions, and error resolutions are listed in the table below.ID Description Reso

Error Codes 10-47TroubleshootingChapter 10 1103 BCMS data does not match DEFINITY system time. If the difference is more

10-48 Error CodesTroubleshooting 1111 DAO failed to initialize. Reinstall DAO:1. Close all applications.2. Insert the BCMS

Error Codes 10-49TroubleshootingChapter 104003 Unexpected loss of connection to Client <name>. The client machine may have been turned off or

IntroductionChapter 1Operating Environment 1-7For the BCMS Vu Client PC 1❐ A single-processor Pentium❐ 32 MB of main memory (with Windows 95 or Windo

10-50 Error CodesTroubleshooting4106 Database records have been erased. Advisory only4107 A monitored application cannot be found: Connection Server o

Error Codes 10-51TroubleshootingChapter 107014 Call not completed. The device could not be connected to.Verify that the hunt group extension for Net

10-52 Error CodesTroubleshooting7107 Transmit Buffer overrun See receive buffer overrun (7105).7108 Serial transmit error See serial receive error (71

Error Codes 10-53TroubleshootingChapter 107406 Server execution error Restart the Server. Depending on context, this could be the ConnectionServer

10-54 Error CodesTroubleshooting7420 A DEFINITY system command could not be run to completion. BCMS Vu retries it.BCMS Vu recovers from this problem a

Error Codes 10-55TroubleshootingChapter 108503 This Client is not registered with that Server.On the Server application go to menu item Options|Conf

10-56 Error CodesTroubleshooting8509 The historical database was not accessible through the share.On the Server application go to menu item Options|Co

BCMS VuGL-1Glossary 0Acceptable Service LevelA target value set to define the acceptable amount of time for an agent to answer a call. Target values a

GlossaryGL-2 ACD split/skill See split/skill.Active document See Active report.Active report The report whose window is currently selected. To make a

GlossaryGL-3GlossaryBCMS (Basic Call Center Management System). A software feature of the DEFINITY system which collects data about inbound ACD calls

Introduction1-8 Operating EnvironmentSoftware Restrictions 1NoteBCMS Vu software supports English, French, German, Italian, Spanish, Dutch, Portuguese

GlossaryGL-4 Direct Agent CallingAn EAS capability that makes it possible for a caller to reach the same agent every time and still include the call i

GlossaryGL-5GlossarySecondary Skill The second split/skill to which a call queues in a VDN is called the secondary split/skill.Service Level See Accep

GlossaryGL-6

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

IN-2 IndexCascade Windows . . . . . . . . . . . 2-14Configure . . . . . . . . . . . . . . . . 2-12Connect . . . . . .

IN-3IndexIndexinterval . . . . . . . . . . . . . . . . . . . . 6-2loss when DEFINITY system is reset . . . . 6-2data itemsHist

IN-4 Indexhow the DEFINITY system stores data . . . . . 6-2LLAN . . . . . . . . . . . . . . . . . . . . . 10-33languages

IN-5IndexIndexPrinter Setup menu . . . . . . . . . . . . . . . 3-10printing a report . . . . . . . . . . . . . . . .

IN-6 IndexStatus Bar menuClient . . . . . . . . . . . . . . . . . . . . 3-12Server . . . . . . . . . . . . . . . .

IntroductionChapter 1Administrative Requirements 1-9Administrative Requirements 1In order to view data on BCMS Vu reports, you must have the login na

Introduction1-10 Performance ConsiderationsPerformance Considerations 1There are three general criteria you should keep in mind when you use the BCMS

IntroductionChapter 1Software for Maintenance Contracts 1-11Software for Maintenance Contracts 1In addition to installing BMCS Vu software, you need

Any other equipment networked to your Avaya products.TrademarksBCMS Vu, Intuity Message Manager, CentreVu Agent, CentreVu Supervisor, and DEFINITY ONE

Introduction1-12 Software for Maintenance Contracts

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

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

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

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

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

2-6 Starting BCMS Vu Server SoftwareBCMS Vu Server BasicsA second “Server Identification” window appears.a. In the second “Server Identification” win

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

2-8 Starting BCMS Vu Server SoftwareBCMS Vu Server BasicsDisconnecting BCMS Vu Server from the DEFINITYSystem 2If BCMS Vu Server is running and is c

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

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

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

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

The BCMS Vu Server Main Window 2-13BCMS Vu Server BasicsChapter 2Delete Records You can delete records (database items downloaded from the DEFINITY

2-14 The BCMS Vu Server Main WindowBCMS Vu Server BasicsView 2The View menu has the following items:Window 2The Window menu has the following items

The BCMS Vu Server Main Window 2-15BCMS Vu Server BasicsChapter 2Toolbar 2The following BCMS Vu toolbar buttons provide quick ways to start common B

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

Using BCMS Vu Server On-Line Help 2-17BCMS Vu Server BasicsChapter 2Using BCMS Vu Server On-Line Help 2You can get on-line help for the following:●T

2-18 Using BCMS Vu Server On-Line HelpBCMS Vu Server Basics

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

Software License AgreementDEFINITIONS●“Avaya” means Avaya, Inc.●“You”, “Your”, or “Licensee” means the person or business entity who purchased this Li

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Configuring BCMS Vu from the Server 4-5Configuring and Managing the BCMS Vu SoftwareChapter 42. In the “Login Name:” box, type the login that will b

License Agreement5. Assignment. Avaya may without your consent or notice to You, assign this Agreement to an entity to which it transfers ownership of

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

Configuring BCMS Vu from the Server 4-7Configuring and Managing the BCMS Vu SoftwareChapter 4If the connection is established, the words “The test w

4-8 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu SoftwareConnecting to and Disconnecting from the DEFINITY System 4BCMS Vu

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

4-10 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu Software6. Be sure that the correct path for the folder where the data i

Configuring BCMS Vu from the Server 4-11Configuring and Managing the BCMS Vu SoftwareChapter 4NoteThe amount of data you leave in your historical da

4-12 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu SoftwareRegistering Wallboards 4When you configure a wallboard you regis

Configuring BCMS Vu from the Server 4-13Configuring and Managing the BCMS Vu SoftwareChapter 4Panel/Network from Windows. On the Identification tab,

4-14 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu SoftwareA window appears with a message asking you if you saw the “Test

Configuring BCMS Vu from the Server 4-15Configuring and Managing the BCMS Vu SoftwareChapter 4About Shares 4Certain configuration information, for e

License Agreement

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

Configuring BCMS Vu from the Client 4-17Configuring and Managing the BCMS Vu SoftwareChapter 42. Select Color Palettes.The “Color Palettes Configura

4-18 Configuring BCMS Vu from the ClientConfiguring and Managing the BCMS Vu Software●In a Real-Time Text Report a visual alert is indicated by the b

Configuring BCMS Vu from the Client 4-19Configuring and Managing the BCMS Vu SoftwareChapter 4value of Number of ACD Calls, is often at least 90 but

4-20 Configuring BCMS Vu from the ClientConfiguring and Managing the BCMS Vu SoftwareYou can also choose to set a unique threshold for each data item

Configuring BCMS Vu from the Client 4-21Configuring and Managing the BCMS Vu SoftwareChapter 46. Check the box next to the type of warning or cautio

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

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

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

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

Table of ContentsTOC-ixPreface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

4-26 Managing BCMS Vu Historical DataConfiguring and Managing the BCMS Vu SoftwareOnce you have archived the historical database, you can retrieve it

Managing BCMS Vu Historical Data 4-27Configuring and Managing the BCMS Vu SoftwareChapter 4You can also compact the database in order to store more

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

Opening the Historical Database in Access 2000 4-29Configuring and Managing the BCMS Vu SoftwareChapter 4For Windows 95 or Windows 98:1. Select Star

Managing Miscellaneous BCMS Vu Functions 4-30Configuring and Managing the BCMS Vu SoftwareChapter 4Select Update BCMS Data from the Options menu.The

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

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

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

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

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