Avaya Call Management SystemRelease 12Administration

07-300062Issue 1.0

June 2004

2004 Avaya Inc.All Rights Reserved.

NoticeWhile reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

Documentation disclaimerAvaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User.

Link disclaimerAvaya Inc. is not responsible for the contents or reliability of any linked Web sites and does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages.

WarrantyAvaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avayas standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site:http://www.avaya.com/support

Preventing toll fraud"Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya fraud interventionIf you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Web site:http://www.avaya.com/support

Providing telecommunications securityTelecommunications security (of voice, data, and video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party.Your company's "telecommunications equipment" includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, "networked equipment").An "outside party" is anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf. Whereas, a "malicious party" is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:

Use (of capabilities special to the accessed equipment) Theft (such as, of intellectual property, financial assets, or

toll-facility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration,

regardless of motive or intent)Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human and data privacy, intellectual property, material assets, financial resources, labor costs, and legal costs).

Your responsibility for your company's telecommunications securityThe final responsibility for securing both this system and its networked equipment rests with you, an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources, including, but not limited to:

Installation documents System administration documents Security documents Hardware-/software-based security tools Shared information between you and your peers Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure:

Your Avaya-provided telecommunications systems and their interfaces

Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces

Any other equipment networked to your Avaya products.

TrademarksAvaya is a trademark of Avaya Inc.CMS Supervisor, CMS Forecast, and Business Advocate are trademarks of Avaya Inc.All non-Avaya trademarks are the property of their respective owners.Document ordering information:Avaya Publications CenterVoice: +1-207-866-6701

1-800-457-1764 (Toll-free, U.S. and Canada only)

Fax: +1-207-626-72691-800-457-1764 (Toll-free, U.S. and Canada only)

Write: Globalware Solutions200 Ward Hill AvenueHaverhill, MA 01835 USAAttention: Avaya Account Manager

Web: http://www.avaya.com/support E-mail: totalware@gwsmail.com Order: Document No. 07-300062, Issue 1.0

June 2004For the most current versions of documentation, go to the Avaya support Web site:http://www.avaya.com/support

CompasThis document is also available from the Compas database. The Compas ID for this document is 102539.

Avaya supportAvaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site:http://www.avaya.com/support

Issue 1.0 June 2004 3

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Intended users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Conventions and terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Change description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Software documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Administration documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Avaya CMS upgrade documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Base load upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Platform upgrades and data migration . . . . . . . . . . . . . . . . . . . . . . . . 23Avaya Call Management System Upgrade Express (CUE) . . . . . . . . . . . . . . 24

Hardware documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Communication Manager documents. . . . . . . . . . . . . . . . . . . . . . . . . . 25Documentation Web sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27What is Avaya CMS? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27How Avaya CMS stores ACD data . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

How Avaya CMS logically stores ACD data . . . . . . . . . . . . . . . . . . . . . 28How Avaya CMS physically stores ACD data. . . . . . . . . . . . . . . . . . . . . 31

ACD Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32How Avaya CMS tracks ACD data . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

How CMS tracks a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Events that start or stop data collection . . . . . . . . . . . . . . . . . . . . . . . 34

Optional features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Call Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Expert Agent Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Forecast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Avaya Business Advocate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36ODBC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Disk Mirroring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Avaya Call Management SystemRelease 12

Administration

Contents

Contents

4 CMS Administration

Chapter 2: Configuring Avaya CMS Supervisor . . . . . . . . . . . . . . . . . . . . . 39Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Scripting tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Report Colors tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Creating a new report color scheme . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Threshold Colors tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Creating a new threshold color scheme . . . . . . . . . . . . . . . . . . . . . . . . . 47Name Format tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Defining entity formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Chapter 3: Using the Dictionary to name contact center entities . . . . . . . . . . . 51About the Dictionary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Dictionary rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Searching the Dictionary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Listing all ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Viewing the contents of an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . 59

ACDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Adding an ACD name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Modifying an ACD name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Deleting an ACD Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Agent groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Adding an agent group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Listing agents in an agent group . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Copying an existing agent group to a new name . . . . . . . . . . . . . . . . . . . . 70Adding agents to an existing agent group . . . . . . . . . . . . . . . . . . . . . . . 71Deleting agents in an existing agent group . . . . . . . . . . . . . . . . . . . . . . . 73Deleting an agent group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Agent string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Changing agent string value descriptions . . . . . . . . . . . . . . . . . . . . . . . . 77Agent string value field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Announcement names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Adding an announcement name . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Viewing an announcement name . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Listing all announcement names for an ACD . . . . . . . . . . . . . . . . . . . . . . 84Modifying an announcement name. . . . . . . . . . . . . . . . . . . . . . . . . . . 85Deleting an announcement name . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Contents

Issue 1.0 June 2004 5

AUX reason code names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Adding an AUX reason code name. . . . . . . . . . . . . . . . . . . . . . . . . . . 89Viewing an AUX reason code name . . . . . . . . . . . . . . . . . . . . . . . . . . 90Listing all AUX reason code names . . . . . . . . . . . . . . . . . . . . . . . . . . 91Modifying an AUX reason code name . . . . . . . . . . . . . . . . . . . . . . . . . 92Deleting an AUX reason code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Viewing a calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Listing all calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Adding a calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Modifying a custom calculation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Deleting a custom calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Adding a name to a call work code . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Viewing a call work code name . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Listing all call work code names . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Modifying a call work code name. . . . . . . . . . . . . . . . . . . . . . . . . . . . 108Deleting a call work code name . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Constants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Adding a constant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Viewing a constant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113Listing all constants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Modifying a constant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115Deleting a constant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Custom database items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118Adding a custom database item . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Viewing a custom database item . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120Listing all custom database items . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Modifying a custom database item . . . . . . . . . . . . . . . . . . . . . . . . . . . 122Deleting a custom database item. . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Generic string values synonyms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124Viewing generic string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Modifying generic string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Location IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Adding a location ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Viewing a location ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129Listing all location IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

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6 CMS Administration

Modifying a location ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131Deleting a Location ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Login ID names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Adding a name to a login ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Viewing a login ID name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Listing all login ID names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137Modifying a login ID name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Deleting a login ID name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Logout reason code names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141Adding a logout reason code name . . . . . . . . . . . . . . . . . . . . . . . . . . 142Viewing a logout reason code name . . . . . . . . . . . . . . . . . . . . . . . . . . 143Listing all logout reason code names . . . . . . . . . . . . . . . . . . . . . . . . . . 144Modifying a logout reason code name . . . . . . . . . . . . . . . . . . . . . . . . . 145Deleting a logout reason code name . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Split/skill string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149Viewing split/skill string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150Modifying split/skill string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151Split/skill string value field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . 152

Split/Skill names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154Adding a split/skill name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155Viewing a split/skill name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156Listing all the split/skill names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157Modifying a split/skill name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158Deleting a split/skill name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Standard database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Viewing a standard database item . . . . . . . . . . . . . . . . . . . . . . . . . . . 162Viewing all standard database items alphabetically . . . . . . . . . . . . . . . . . . . 163

Trunk group names. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164Adding a trunk group name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165Viewing a trunk group name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166Listing all trunk group names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167Modifying a trunk group name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168Deleting a trunk group name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Trunk string values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Viewing and modifying trunk string values . . . . . . . . . . . . . . . . . . . . . . . 172Trunk string values field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Contents

Issue 1.0 June 2004 7

VDN names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175Adding a VDN name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176Viewing a VDN name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177Listing all VDN names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178Modifying a VDN name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179Deleting a VDN name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Vector names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182Adding a vector name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183Viewing a vector name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184Listing all vector names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185Modifying a vector name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186Deleting a vector name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Dictionary reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Printing Dictionary reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Running an agent group members report . . . . . . . . . . . . . . . . . . . . . . . . 191

Chapter 4: Using reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Interfaces for reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194Types of reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194What reports summarize. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Choosing a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196Generating a report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198Printing a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199Printing a Historical report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200Changing the print setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200Restarting a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Chapter 5: Scripting CMS operations . . . . . . . . . . . . . . . . . . . . . . . . . . 203Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203Tasks scripts can automate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204Interactive and automatic scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204Creating scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Accessing scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205Accessing the script options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206Creating an interactive report script . . . . . . . . . . . . . . . . . . . . . . . . . . 207Creating an automatic report script . . . . . . . . . . . . . . . . . . . . . . . . . . . 208Creating a script to export report data . . . . . . . . . . . . . . . . . . . . . . . . . 209Creating a script to export report data as HTML . . . . . . . . . . . . . . . . . . . . . 210

Scripting other Supervisor operations . . . . . . . . . . . . . . . . . . . . . . . . . . 212Actions not associated with reports. . . . . . . . . . . . . . . . . . . . . . . . . . . 212

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8 CMS Administration

Scripting an input window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212Scripting an action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Organizing scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

Error and warning messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

Chapter 6: Administering contact center agents . . . . . . . . . . . . . . . . . . . . 219Starting or stopping an agent trace . . . . . . . . . . . . . . . . . . . . . . . . . . . 220Viewing current agent trace states. . . . . . . . . . . . . . . . . . . . . . . . . . . . 223Listing agents traced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225Changing agent skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227Changing skills for multiple agents . . . . . . . . . . . . . . . . . . . . . . . . . . . 234Changing extension split assignments . . . . . . . . . . . . . . . . . . . . . . . . . . 238Moving extensions between splits . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241Running a split members report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

Chapter 7: Administering the contact center configuration . . . . . . . . . . . . . . 247Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248ACD Group capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249ACD Groups feature interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250Adding an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251Listing all ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252Adding an ACD to an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . . . 253Viewing the contents of an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . 254Deleting an ACD from an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . 256Modifying an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258Deleting an ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260

Call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263Adding call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263Viewing call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264Listing all call work codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265Deleting call work codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266

VDN skill preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269Changing VDN skill preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269Viewing VDN skill preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270Listing all VDN skill preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272

Split/skill call profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275Adding split/skill call profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275Viewing an existing split/skill call profile . . . . . . . . . . . . . . . . . . . . . . . . 277

Contents

Issue 1.0 June 2004 9

Modifying a split/skill call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278Deleting a split/skill call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280

Trunk group assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282Viewing all trunk group assignments . . . . . . . . . . . . . . . . . . . . . . . . . . 283Viewing a single trunk group assignment . . . . . . . . . . . . . . . . . . . . . . . . 284Viewing a trunk group assignment by VDN or split . . . . . . . . . . . . . . . . . . . 285

Trunk group members report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287Running a trunk group members report. . . . . . . . . . . . . . . . . . . . . . . . . 287

VDN-to-vector assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290Viewing all VDN-to-vector assignments. . . . . . . . . . . . . . . . . . . . . . . . . 290Listing VDNs associated with a vector . . . . . . . . . . . . . . . . . . . . . . . . . 291Modifying VDN-to-vector assignments . . . . . . . . . . . . . . . . . . . . . . . . . 292

VDN call profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295Adding a VDN call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295Viewing an existing VDN call profile . . . . . . . . . . . . . . . . . . . . . . . . . . 297Modifying a VDN call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298Deleting a VDN call profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300

Vector configuration report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303Running vector configuration reports . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Chapter 8: Administering exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . 305About exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306

Types of Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307Exception capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310Exception notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311

Changing exception notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311Agent exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313Adding agent exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313Modifying agent exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315Deleting agent exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317Agent exception definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319Agent exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321

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10 CMS Administration

Split/skill exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325Adding split/skill exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326Modifying split/skill exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328Deleting split/skill exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330Split/skill exception definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332Split/skill exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333

Trunk group exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337Adding trunk group exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338Modifying trunk group exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . 340Deleting trunk group exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342Trunk group exception definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . 343Trunk group exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344

VDN exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349Adding VDN exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349Modifying VDN exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351Deleting VDN exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353VDN exception definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355VDN exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356

Vector exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361Adding vector exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361Modifying vector exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363Deleting vector exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365Vector exception definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366Vector exceptions report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367

Data collection exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371Running a data collection exceptions report . . . . . . . . . . . . . . . . . . . . . . 371

Malicious call trace report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374Running a malicious call trace report . . . . . . . . . . . . . . . . . . . . . . . . . . 374

Real-time exceptions log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377Running the real-time exceptions log . . . . . . . . . . . . . . . . . . . . . . . . . . 378

Chapter 9: Administering user permissions. . . . . . . . . . . . . . . . . . . . . . . 379Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380Example of user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380User data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381

Adding a CMS user . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381

Contents

Issue 1.0 June 2004 11

Viewing CMS users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384Modifying CMS users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387Deleting CMS users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389

ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393Adding ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393Viewing ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 395Listing all ACD access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396Modifying ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398Deleting ACD access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400

Feature access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404Viewing Feature Access user permissions . . . . . . . . . . . . . . . . . . . . . . . 405Listing all Feature Access user permissions . . . . . . . . . . . . . . . . . . . . . . 406Modifying Feature Access user permissions . . . . . . . . . . . . . . . . . . . . . . 408

Main Menu Addition Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411Viewing Main Menu Addition Access . . . . . . . . . . . . . . . . . . . . . . . . . . 411Listing all Main Menu Addition Access . . . . . . . . . . . . . . . . . . . . . . . . . 412Assigning or modifying Main Menu Addition Access . . . . . . . . . . . . . . . . . . . 414

Split/Skill access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417Adding split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . 417Viewing split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . 419Listing all split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 421Modifying split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 422Deleting split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 424

Trunk group access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428Adding trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 428Viewing trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . . . 430Listing all trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . . 432Modifying trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . . 433Deleting trunk group user permissions . . . . . . . . . . . . . . . . . . . . . . . . . 435

Vector access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439Adding vector user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439Viewing vector user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441Listing all vector user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . 443Modifying vector user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . 444

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Deleting vector user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . 446VDN access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450Adding VDN user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450Viewing VDN user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 452Listing all VDN user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454Modifying VDN user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . 455Deleting VDN user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 457

Chapter 10: Configuring CMS system settings . . . . . . . . . . . . . . . . . . . . . 461Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461CMS state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463Changing the CMS state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463Changing the master ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464

Data collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467Changing the data collection state . . . . . . . . . . . . . . . . . . . . . . . . . . . 467

Data Storage Allocation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470Viewing Data Storage Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470Modifying Data Storage Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . 472

Data summarizing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 478Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 478Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479Archiving data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479

External Application Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481Enabling or disabling the External Application Status feature . . . . . . . . . . . . . . 482Viewing the states of external applications . . . . . . . . . . . . . . . . . . . . . . . 483Starting or stopping external applications . . . . . . . . . . . . . . . . . . . . . . . . 484

Free Space Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488Viewing Free Space Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488Viewing Free Space Allocation contents . . . . . . . . . . . . . . . . . . . . . . . . 490Modifying Free Space Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492Verifying chunk allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 493

Migrating CMS data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495Migrating R3 data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495

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Pseudo-ACDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 502Creating a pseudo-ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 502Viewing pseudo-ACDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503Deleting a pseudo-ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504Loading pseudo-ACD data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505

Storage intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508Viewing storage interval settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509Changing the intrahour interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . 510Changing switch time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512Modifying data summarizing settings . . . . . . . . . . . . . . . . . . . . . . . . . . 514

Switch setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 518Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 518Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519Viewing switch setup data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519Listing all switch setup data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 520

Chapter 11: Maintaining CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 523Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524ACD status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 525Viewing ACD status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 525Listing ACD status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 528Description of the ACD Status window - with EAS . . . . . . . . . . . . . . . . . . . . 529Description of the ACD Status window - without EAS . . . . . . . . . . . . . . . . . . 530Requesting ACD translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531

Archiving status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532Viewing the archiving status of a single ACD . . . . . . . . . . . . . . . . . . . . . . 533Viewing the archiving status of all ACDs . . . . . . . . . . . . . . . . . . . . . . . . 534Description of the Archiving Status - List All window . . . . . . . . . . . . . . . . . . . 536

Backup/restore devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537Viewing a backup/restore device . . . . . . . . . . . . . . . . . . . . . . . . . . . . 538Listing all backup/restore devices . . . . . . . . . . . . . . . . . . . . . . . . . . . 539Adding a backup/restore device . . . . . . . . . . . . . . . . . . . . . . . . . . . . 541Modifying a backup/restore device . . . . . . . . . . . . . . . . . . . . . . . . . . . 542Deleting a backup/restore device . . . . . . . . . . . . . . . . . . . . . . . . . . . 544

Data Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546CMSADM backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546Maintenance backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 547Ordering tapes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 547

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14 CMS Administration

Things to consider when backing up or restoring data . . . . . . . . . . . . . . . . . . 547Factors that impact backup and restore times . . . . . . . . . . . . . . . . . . . . 548Reducing tape backup and restore times . . . . . . . . . . . . . . . . . . . . . . 549Alternate methods for backing up and restoring data . . . . . . . . . . . . . . . . . 549

Performing a CMSADM backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . 550Performing a maintenance backup . . . . . . . . . . . . . . . . . . . . . . . . . . . 552Description of the Backup Data window . . . . . . . . . . . . . . . . . . . . . . . . 555

The Backup Data window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 555Field descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 555Data to back up descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556

Common backup error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 557Labeling the backup volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 557Recovery kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 558

Restoring data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 560Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 560Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 561Automatic restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 561Manual restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563

Connection status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 566Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 566Viewing the connection status of an ACD. . . . . . . . . . . . . . . . . . . . . . . . 566Listing the connection status of all ACDs . . . . . . . . . . . . . . . . . . . . . . . . 568Description of the Connection Status window . . . . . . . . . . . . . . . . . . . . . . 569

Administering a printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 572Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 572Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 572Adding a new printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 573Listing all printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 574Modifying printer options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576Deleting a printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 577

Maintenance Error Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 579Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 579Running a Maintenance Error Log . . . . . . . . . . . . . . . . . . . . . . . . . . . 580Severity of errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 582Maintenance Error Log messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 582

ACD Administration Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 606Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 606Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 606Running the ACD Administration Log report . . . . . . . . . . . . . . . . . . . . . . 607ACD Administration Log window field descriptions . . . . . . . . . . . . . . . . . . . 609

Chapter 12: Using Solaris . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611Logging in to CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 612

Logging in to CMS from the remote console . . . . . . . . . . . . . . . . . . . . . . 612Logging in to CMS from the server console . . . . . . . . . . . . . . . . . . . . . . . 612

Administering passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 614

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Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 614Changing a user's password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 615Administering password aging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 616

Using Solaris printer commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 617

Chapter 13: Using timetables and shortcuts. . . . . . . . . . . . . . . . . . . . . . . 619Timetables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 619

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 620Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 621Creating and scheduling a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . 621Adding tasks to a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 625Listing all timetables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 627Copying a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 628Copying timetable tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 629Modifying timetable tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 631Editing timetables globally . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 633Globally editing tasks in a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . 635Deleting tasks from a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . 638Deleting a timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 640

Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 642Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 642Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 643Creating a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 643Adding tasks to a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 645Running a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 646Modifying a shortcut description . . . . . . . . . . . . . . . . . . . . . . . . . . . . 647Copying a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 648Copying shortcut tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 649Modifying shortcut tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 651Deleting shortcut tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 652Deleting a shortcut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 653

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 655

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 671

Contents

16 CMS Administration

Issue 1.0 June 2004 17

Preface

Avaya Call Management System (CMS) is an application for businesses and organizations that use Avaya communication servers to process large volumes of telephone calls using the Automatic Call Distribution (ACD) feature. Avaya CMS supports solutions for routing and agent selection, multi-site contact centers, remote agents, reporting, interfaces to other systems, workforce management, desktop applications, system recovery, and quality monitoring.

Avaya CMS is part of the Operational Effectiveness solution of the Avaya Customer Interaction Suite.

This section includes the following topics:

Purpose on page 18

Intended users on page 18

Overview on page 18

Conventions and terminology on page 20

Reasons for reissue on page 20

Availability on page 21

Related documentation on page 22

Support on page 26

Preface

18 CMS Administration

PurposeThe purpose of this document is to provide instructions on administering a contact center through Avaya CMS Supervisor.

This information product specifically addresses the functionality of CMS.

Intended usersThis document is written for:

Avaya Call Management System (CMS) administrators who have access to all parts of CMS

Split/Skill supervisors with limited access to CMS

OverviewThis document includes the following topics:

Chapter 1: Introduction on page 27

Provides an overview of this document, password information, and cross-references for Avaya CMS Supervisor usage

Chapter 2: Configuring Avaya CMS Supervisor on page 39

Describes the Supervisor configuration options

Chapter 3: Using the Dictionary to name contact center entities on page 51

Describes how to create synonyms in the Dictionary

Chapter 4: Using reports on page 193

Describes the basic use of the Reports subsystem

Chapter 5: Scripting CMS operations on page 203

Describes how to script common actions

Chapter 6: Administering contact center agents on page 219

Describes how to change agent splits/skills, create agent templates, move extensions between splits, and use agent trace

Overview

Issue 1.0 June 2004 19

Chapter 7: Administering the contact center configuration on page 247

Describes how to add or delete call work codes and split/skill call profiles, change VDN skill preferences, view trunk group assignments, change VDN call profiles, and other contact center activities

Chapter 8: Administering exceptions on page 305

Describes how to define exceptions and run exception reports for agents, split/skills, trunk groups, VDNs, and vectors

Chapter 9: Administering user permissions on page 379

Describes how to create users and define, change, or modify associated CMS permissions

Chapter 10: Configuring CMS system settings on page 461

Describes how to change the state of CMS, allocate storage space, specify storage intervals, and other system setup activities

Chapter 11: Maintaining CMS on page 523

Describes backups, restores, backup strategies, maintenance reports, backup volumes, and labeling

Chapter 12: Using Solaris on page 611

Describes the Sun Microsystems, Inc. Solaris operating system and how to use it with CMS

Chapter 13: Using timetables and shortcuts on page 619

Describes how to use timetables and shortcuts to streamline activities

Preface

20 CMS Administration

Conventions and terminologyIf you see any of the following safety labels in this document, take careful note of the information presented.

! CAUTION:CAUTION: Caution statements call attention to situations that can result in harm to

software, loss of data, or an interruption in service.

! WARNING:WARNING: Warning statements call attention to situations that can result in harm to

hardware or equipment.

! DANGER:DANGER: Danger statements call attention to situations that can result in harm to

personnel.

! SECURITY ALERT:SECURITY ALERT: Security alert statements call attention to situations that can increase the

potential for unauthorized use of a telecommunications system.

TerminologyA Communication Manager may be referred to as "switch". Unless otherwise noted, the term Communication Manager includes Release 12 and later communication servers.

Reasons for reissueThis is the first issue of this document.

Availability

Issue 1.0 June 2004 21

AvailabilityCopies of this document are available from one or both of the following sources:

Note:Note: Although there is no charge to download documents through the Avaya Web

site, documents ordered from the Avaya Publications Center must be purchased.

The Avaya online support Web site, http://www.avayadocs.com

The Avaya Publications Center, which you can contact by:

Voice: +1-207-866-6701+1-800-457-1764 (Toll-free, U.S. and Canada only)

Fax: +1-207-626-7269+1-800-457-1764 (Toll-free, U.S. and Canada only)

Mail: GlobalWare Solutions200 Ward Hill AvenueHaverhill, MA 01835 USAAttention: Avaya Account Manager

E-mail: totalware@gwsmail.com

Preface

22 CMS Administration

Related documentationYou might find the following Avaya CMS documentation useful. This section includes the following topics:

Change description on page 22

Software documents on page 22

Administration documents on page 23

Avaya CMS upgrade documents on page 23

Hardware documents on page 24

Communication Manager documents on page 25

Documentation Web sites on page 25

Change descriptionFor information about the changes made in Avaya CMS R12, see:

Avaya Call Center 2.1 and CMS Release 12 Change Description, 07-300197

Software documentsFor more information about Avaya CMS software, see:

Avaya Call Management System Release 12 Software Installation, Maintenance, and Troubleshooting Guide, 585-215-117

Avaya CMS Open Database Connectivity, 585-780-701

Avaya Call Management System Release 12 LAN Backup User Guide, 585-215-721

Avaya Call Management System Release 12 External Call History Interface, 07-300064

Avaya CMS Custom Reports, 585-215-822

Avaya CMS Forecast, 585-215-825

Avaya Visual Vectors Release 12 Installation and Getting Started, 07-300069

Avaya Visual Vectors Release 12 User Guide, 07-300200

Avaya Business Advocate Release 12 User Guide, 07-300063

Avaya CMS Release 12 Report Designer User Guide, 07-300068

Related documentation

Issue 1.0 June 2004 23

Administration documentsFor more information about Avaya CMS administration, see:

Avaya Call Management System Release 12 Administration, 07-300062

Avaya Call Management System Database Items and Calculations, 07-300011

Avaya CMS Supervisor Release 12 Reports, 07-300012

Avaya CMS Supervisor Release 12 Installation and Getting Started, 07-300009

Avaya Call Management System High Availability User Guide, 07-300065

Avaya Call Management System High Availability Connectivity, Upgrade and Administration, 07-300065

Avaya CMS upgrade documentsThere are several upgrade paths supported with Avaya CMS. There is a document designed to support each upgrade. None of the following upgrade documents are available from the publications center.

This section includes the following topics:

Base load upgrades on page 23

Platform upgrades and data migration on page 23

Avaya Call Management System Upgrade Express (CUE) on page 24

Base load upgrades

Use a base load upgrade when upgrading CMS to the latest load of the same version (for example, R3V9 ak.g to R3V9 al.k). A specific set of instructions is written for the upgrade and is shipped to the customer site with the CMS software CD-ROM as part of a Quality Protection Plan Change Notice (QPPCN).

For more information about base load upgrades, see:

Avaya CMS R12 Base Load Upgrades

Platform upgrades and data migration

Use a platform upgrade when upgrading to a new hardware platform (for example, upgrading from a SPARCserver 5 to a Sun Blade 150). The new hardware platform is shipped from the Avaya factory with the latest CMS load. Therefore, as part of the upgrade you will have the latest CMS load (for example, R3V9 to R12 or the latest load of the same

Preface

24 CMS Administration

CMS version). For R12, a specific set of instructions is written for the upgrade and is shipped to the customer site with the new hardware.

For more information about platform upgrades and data migration, see:

Avaya Call Management System Release 12 Platform Upgrade and Data Migration, 07-300067

Avaya Call Management System Upgrade Express (CUE)

Use CUE in the following conditions:

CMS is being upgraded from an earlier version (for example R3V6) to the latest version (for example, R12).

The hardware platform is not changing.

A specific set of upgrade instructions is written for the upgrade and is shipped to the customer site with the CUE kit.

For more information about CUE upgrades, see:

Avaya Call Management System (CMS) Release 12 CMS Upgrade Express (CUE) Customer Requirements, 07-300010

Avaya Call Management System Release 12 Sun Blade 100 Workstation CMS Upgrade Express

Avaya Call Management System Release 12 Sun Blade 100 Workstation Mirrored System CMS Upgrade Express

Avaya Call Management System Release 12 Sun Enterprise 3500 Computer CMS Upgrade Express

Avaya Call Management System Release 12 Sun Enterprise 3500 Computer Mirrored System CMS Upgrade Express

Avaya Call Management System Release 12 Sun Fire V880 Computer CMS Upgrade Express

Hardware documentsFor more information about Avaya CMS hardware, see:

Avaya Call Management System Sun Fire V880 Computer Hardware Installation, Maintenance, and Troubleshooting, 585-215-116

Avaya Call Management System Sun Fire V880 Computer Connectivity Diagram, 585-215-612

Avaya Call Management System Sun Blade 100/150 Computer Hardware Installation, Maintenance, and Troubleshooting, 585-310-783

Related documentation

Issue 1.0 June 2004 25

Call Management System Sun Blade 100/150 Computer Connectivity Diagram, 585-310-782

Avaya Call Management System Sun Enterprise 3500 Computer Hardware Installation, Maintenance, and Troubleshooting, 585-215-873

Call Management System Sun Enterprise 3500 Computer Connectivity Diagram, 585-215-877

Avaya Call Management System Terminals, Printers, and Modems, 585-215-874

Communication Manager documentsFor more information about Avaya CMS communication servers, see:

Avaya Call Management System Switch Connections, Administration, and Troubleshooting, 585-215-876

Avaya Communication Manager Call Center Software - Call Vectoring and Expert Agent Selection (EAS) G