Avaya R2 User's Guide

1BCMS Vu™ Software 0R2 0User Guide585-217-102Comcode 108226937Issue 1June 1998

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

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 Reportsallowed in pie charts, and there is only one set of such attributes for Agent Work State for Split

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

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

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

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

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

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

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 differ

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

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

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

Working with ReportsChapter 7Creating a Real-Time Graph Report 7-58. When all the data items you want to display are in the “Selected Items” list sel

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 ReportThe following illustration shows the window that appears if you select “Agent Work State

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 7-114. Select Next.The specific window that appears depends on the type of data you sel

Working with Reports7-12 Creating a Real-Time Text Reportc. Use the Remove and Remove All buttons to remove splits/skills and VDNs that you do not w

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 “

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

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 Displayb. To choose individual items, highlight them and select Add.c. Use the Remove and Remove All b

Working with ReportsChapter 7Creating a Wallboard Display 7-19text over which all the information will be spread. The more lines of text you choose f

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

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

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

Working with ReportsChapter 7Creating a Time Trace Report 7-25the first page of the wizard, and select “Fixed number of data points” on the third pag

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 “

Working with Reports7-32 Creating a Historical ReportThe next window that appears depends on whether you selected “Absolute” or “Relative” in the pre

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

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

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

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

Introduction1-2 Features of BCMS Vu SoftwareFeatures of BCMS Vu Software 1BCMS Vu software lets you●Receive real-time data from the DEFINITY system a

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 Wallboard8If an

Displaying Information on External WallboardsChapter 8Broadcasting a Message on an External Wallboard 8-52. In the pull-down menu, select the “number

Displaying Information on External Wallboards8-6 Broadcasting a Message on an External WallboardThe “broadcast details” window appears.5. Place your

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

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 9-3% Within Service LeveVDN The percent of calls offered to the VD

BCMS Vu Real-Time and Historical Data Items9-4 Data Items — Real-Time ReportsACD Calls VDN Number of ACD calls to this VDN that were answered by agen

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

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 Ta lk/Ho ld TimeVDN The average talk time for ACD calls to this

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 ReportsTo tal AvailableSplit/SkillDetail GraphThe number of agents in this spli

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 CallsSplit/Skill The total number of ACD calls that hav

BCMS Vu Real-Time and Historical Data Items9-12 Data Items — Historical ReportsAvg Aband TimeSplit/Skill The average time before an ACD call abandon

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-13Avg Speed AnsSplit/Skill The average amount of time that answ

BCMS Vu Real-Time and Historical Data Items9-14 Data Items — Historical ReportsAvg Ta lk/Ho ld TimeVDN The average duration of ACD calls (from answe

Introduction1-4 Differences between R1 and R2Differences between R1 and R2 1Release 2 of BCMS Vu is the response by Lucent Technologies to requests f

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-15Flow In Split/Skill The number of calls that the split/skill

BCMS Vu Real-Time and Historical Data Items9-16 Data Items — Historical ReportsFlow Out Split/Skill The total number of calls queued to this split/sk

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-17Flow Out (Continued)Split/Skill If a call queued to three spl

BCMS Vu Real-Time and Historical Data Items9-18 Data Items — Historical ReportsIncoming (Hold) TimeTrunk The average holding time for incoming calls

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-19Time/Day Agent The time or day interval specified in the comm

BCMS Vu Real-Time and Historical Data Items9-20 Data Items — Historical ReportsTo tal AUX/OtherAgent The sum of the time that the agent has the AUX b

BCMS Vu Real-Time and Historical Data ItemsChapter 9Data Items — Historical Reports 9-21Tot al AUX/OtherSplit/Skill The total amount of time that age

BCMS Vu Real-Time and Historical Data Items9-22 Data Items — Historical ReportsVDN VDN The extension number of this VDN at this timeVDN Name VDN The

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

Copyright © 1998, Lucent TechnologiesAll Rights ReservedPrinted in U.S.A.NoticeEvery effort was made to ensure that the information in this book was c

IntroductionChapter 1Differences between R1 and R2 1-5In addition, BCMS Vu is now licensed for one, five or ten clients.NoteThe 486 processor is no l

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

10-4 Resolving ProblemsTroubleshooting“Communications error” window appears offering two options:“Retry the connection” and “Cancel the connection.”Th

Resolving Problems 10-5TroubleshootingChapter 10In Windows 95 on a LAN:Attempted to start Server software. Received message that Omninames and/or Co

10-6 Resolving ProblemsTroubleshootingHistorical Data Downloading ProblemsProblem Probable Cause ActionHistorical data not updated and/or Historical R

Resolving Problems 10-7TroubleshootingChapter 10Historical data downloads not occurring at scheduled times.BCMS Vu user was shut down at scheduled d

10-8 Resolving ProblemsTroubleshootingFor Windows 95:Historical data download (manual and scheduled) “freezes” on Split/Skill Data Table.Microsoft DAO

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

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 10Real-Time Report ProblemsProblem Probable Cause ActionFor non-EAS installations:Agent Reports are no

10-12 Resolving ProblemsTroubleshootingReal-time reports do not update within thirty seconds.Too many open real-time reportsReduce the number of open

Introduction1-6 Operating EnvironmentOperating Environment 1To install BCMS Vu Software R2, you must have at least the following hardware and software

Resolving Problems 10-13TroubleshootingChapter 10Real-Time reports do not run on the client PC.When DNS is used on a Client with Windows 95, and the

10-14 Resolving ProblemsTroubleshootingWallboard ProblemsProblem Probable Cause ActionReports and messages do not appear on Wallboard.●Wallboard is no

Resolving Problems 10-15TroubleshootingChapter 10Wallboard display does not change for several minutes.Server program has been closed or Server PC ha

10-16 Resolving ProblemsTroubleshootingMiscellaneous ProblemsProblem Probable Cause ActionAnother application on the PC “freezes.”User started to clos

Resolving Problems 10-17TroubleshootingChapter 10Error # 1111: Message stating that DAO did not install correctly.Microsoft DAO installation failed.R

10-18 Resolving ProblemsTroubleshootingUnexpected symptoms, such as processor hanging and/or error messages indicating a memory allocation problem.Pro

Resolving Problems 10-19TroubleshootingChapter 10For Windows NT 4.0 only:Received a message reporting a virtual memory error or memory allocation err

10-20 Resolving ProblemsTroubleshootingFor Windows 95:Received a message reporting a virtual memory error or memory allocation error.Insufficient memo

Resolving Problems 10-21TroubleshootingChapter 10One or more of the following happens:●Clients “freeze” for over a minute, then post error message te

10-22 Resolving ProblemsTroubleshootingFor Windows NT 4.0:Can’t establish sharing.When you start BCMS Vu Server, you receive an error message telling

IntroductionChapter 1Operating Environment 1-7❐ A parallel port to connect the hardware key. A printer may be also connected to this port.❐ The BCMS

Resolving Problems 10-23TroubleshootingChapter 10On Novell network only:Can’t access database or configuration files in supposedly shared folders.Nov

10-24 Resolving ProblemsTroubleshootingOn Windows 95:Chronic 7105 error (Receive Buffer Overrun)Receive Buffer Speed set too highBCMS Vu recovers from

Error Log 10-25TroubleshootingChapter 10Error Log 10The BCMS Vu error log is an ASCII file containing the most recent 300 system messages generated

10-26 Error LogTroubleshooting●The error description is a brief statement about the cause of the error. For more about the cause of the error and how

Connection Log 10-27TroubleshootingChapter 10Connection Log 10In addition to the error log, which is typically kept on the Server PC, another file c

10-28 Troubleshooting the Data ModuleTroubleshootingTroubleshooting the Data Module 10Verifying the COM Port 10If the DEFINITY system connection test

Troubleshooting the Data Module 10-29TroubleshootingChapter 10Setting Up The COM Port 10If you get a message that BCMS Vu cannot start, it may be be

10-30 Troubleshooting the Data ModuleTroubleshootingUsing a Terminal Emulator 10If you cannot connect BCMS Vu Server to the DEFINITY system it may be

Troubleshooting the Data Module 10-31TroubleshootingChapter 10For Windows NT 4.0 only:In the “Accessories” drop-down menu select HyperTerminal/ Hype

10-32 Troubleshooting the Data ModuleTroubleshootingThe “Phone Number” (In Windows NT 4.0, the “Connect To”) dialog box appears.4. In the “Connect us

Introduction1-8 Operating EnvironmentFor a Wallboard PC without Client Software 1❐ A single-processor Pentium ❐ Windows 95 or Windows NT 4.0 installed

Troubleshooting the Data Module 10-33TroubleshootingChapter 107. If the COM Port you selected is one that is being used by your PC, the “COM Propert

10-34 Troubleshooting the Data ModuleTroubleshootingThe Port Settings should look like this:9. Select OK to set your current settings and close the “

Troubleshooting the Data Module 10-35TroubleshootingChapter 1012. Press the Enter key again.If nothing happens repeat steps 9 through 12.13. Enter a

10-36 Troubleshooting the Data ModuleTroubleshooting15. Enter the BCMS Vu Login ID (The BCMS Vu Login ID administered on the DEFINITY system).16. Pre

Troubleshooting the Data Module 10-37TroubleshootingChapter 1021. To exit HyperTerminal, select File and then Exit from the “HyperTerminal” main men

10-38 Error CodesTroubleshootingError Codes 10Error codes, their descriptions, and error resolutions are listed in the table below.ID Description Reso

Error Codes 10-39TroubleshootingChapter 10 1102 The database could not be found. Check the supposed location of the database

10-40 Error CodesTroubleshooting1110 Mismatch between a split’s list of agents and the overall list of agentsThis may happen when agent definitions ar

Error Codes 10-41TroubleshootingChapter 10 400 2 T he S e rv er a tte m pte d t o sh a r e a directory so that Client

10-42 Error CodesTroubleshooting4103 Registration of wallboard by <login> <details>: Administrative event - a Client has been registered w

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

Error Codes 10-43TroubleshootingChapter 106502 Client:Object does not exist.Find the Server.6504 Unable to find naming service Check that Omninames

10-44 Error CodesTroubleshooting7102 Serial port in use Find out what else could be using the Serial port. If nothing is, try restarting the Connectio

Error Codes 10-45TroubleshootingChapter 107401 Internal software error Contact Lucent Technologies.7402 Server link timed out - the process you were

10-46 Error CodesTroubleshooting7413 The ConnectionServer device version does not match.Upgrade your BCMS Vu installation or the Connection Server ins

Error Codes 10-47TroubleshootingChapter 108103 Crystal Report errors (strings generated by Crystal Reports)A possible cause is no printer driver ins

10-48 Error CodesTroubleshooting8505 The Server is performing maintenance operations.Typically, database repairs/compaction are being carried out. Che

Error Codes 10-49TroubleshootingChapter 108510 The configuration files are not accessible through the share.On the Server application go to menu ite

10-50 Error CodesTroubleshooting

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 Call An ACD call is a call that was queued to a split/skill and then answered by an agent in that split/skill, or a call that queued

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

GlossaryGL-3GlossaryAUX The work state an agent is in when logged into a split/skill but not in ACD, ACW or Other work states. AUX work mode is a work

GlossaryGL-4 Data module A serial communications device used for the asynchronous transfer of data. BCMS Vu connects to the DEFINITY system through a

GlossaryGL-5GlossaryOther The work state an agent is in when doing work for splits/skills other than the one for which the current report is being run

GlossaryGL-6 VDN (Vector Directory Number). An extension that provides access to the Vectoring feature of the DEFINITY system. Vectoring allows you t

IN-1INIndex 0AAbandoned Calls Split/Skill Historical Report .6-3Abandoned Calls VDN Historical Report . .6-3About BCMS Vu menu. . . . . . . .

IN-2 IndexBCMS Vu Client: See BCMS Vu Client softwareBCMS Vu Server Simulator . . . . . . . . . .2-5BCMS Vu Server softwarecascade windows .

IN-3IndexIndexconnection statusClient. . . . . . . . . . . . . . . . . . . . 3-14Server . . . . . . . . . . . . . .

IN-4 IndexHistorical Reports . . . . . . . . . . . .6-1, 7-35Abandoned Calls Split/Skill . . . . . . .6-3Abandoned Calls VDN . .

IN-5IndexIndexOOmninames . . . . . . . . . . .10-5, 10-16, 10-42Online HelpClient. . . . . . . . . . . . . . . . . . . .

IN-6 Indexserver action area . . . . . . . . . . . . . . . 2-17Server Connect toolbar button . . . . . . . 3-13Server Disconnect

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

IN-7IndexIndexsaving . . . . . . . . . . . . . . . . . . . 7-34types . . . . . . . . . . . . . . . . . . . . 5-1

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

Software License AgreementDEFINITIONS●“Lucent” means Lucent Technologies Inc.●“You”, “Your”, or “Licensee” means the person or business entity who pur

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 Basics6. If the name of the Server to which you want to connect is not in the list of server names

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 DEFINITYSystem2If BCMS Vu Server is running and is con

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

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

The BCMS Vu Server Main Window 2-13BCMS Vu Server BasicsChapter 2Stop data downloadHalts any active update of BCMS data or an active historical data

2-14 The BCMS Vu Server Main WindowBCMS Vu Server BasicsView 2The View menu has the following items:Repair DatabaseThe database records that have be

The BCMS Vu Server Main Window 2-15BCMS Vu Server BasicsChapter 2Window 2The Window menu has the following items:Help 2The Help menu has the follo

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

The BCMS Vu Server Main Window 2-17BCMS Vu Server BasicsChapter 2The download status and connection status are not visible or active if the Status b

2-18 Using BCMS Vu Server On-Line HelpBCMS Vu Server BasicsUsing BCMS Vu Server On-Line Help 2You can get on-line help for the following:●Toolbar but

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

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

License Agreement4. U.S. Government Restricted Rights. Use, duplication, or disclosure by the United States Government is subject to restrictions as s

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

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

Table of Contents 0TOC-iPreface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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 4system. The login must match the BCMS Vu login name adm

4-6 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu Software6. Use the drop-down list for the “Serial Port:” box to select th

Configuring BCMS Vu from the Server 4-7Configuring and Managing the BCMS Vu SoftwareChapter 4Connecting to and Disconnecting from the DEFINITY Syste

4-8 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu SoftwareWhen BCMS Vu Server is connected to the DEFINITY system, the stat

Table of ContentsTOC-ii Chapter 3 BCMS Vu Client Basics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1Introduction . . . . . . . .

Configuring BCMS Vu from the Server 4-9Configuring and Managing the BCMS Vu SoftwareChapter 45. In the lower box, enter (in hours) how often you wan

4-10 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu SoftwareNoteThe amount of data you leave in your historical database is

Configuring BCMS Vu from the Server 4-11Configuring and Managing the BCMS Vu SoftwareChapter 4Registering Wallboards 4When you configure a wallboard

4-12 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu Software5. In the “Machine name” box, enter the name of the PC to which

Configuring BCMS Vu from the Server 4-13Configuring and Managing the BCMS Vu SoftwareChapter 4A window appears that allows you to test whether the w

4-14 Configuring BCMS Vu from the ServerConfiguring and Managing the BCMS Vu SoftwareThe “Registered Clients” window reappears.4. To exit the wizard,

Configuring BCMS Vu from the Client 4-15Configuring and Managing the BCMS Vu SoftwareChapter 4Configuring BCMS Vu from the Client 4Activating Alerts

4-16 Configuring BCMS Vu from the ClientConfiguring and Managing the BCMS Vu SoftwareTo configure a color palette,1. In the Options menu, select Conf

Configuring BCMS Vu from the Client 4-17Configuring and Managing the BCMS Vu SoftwareChapter 4the set warning threshold values. The background color

4-18 Configuring BCMS Vu from the ClientConfiguring and Managing the BCMS Vu Softwareat least 90 but seldom more than 100, you might select 100 as th

Table of ContentsTOC-iiiRepairing the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-25Re-indexing the Database

Configuring BCMS Vu from the Client 4-19Configuring and Managing the BCMS Vu SoftwareChapter 4A caution alert now appears in reports covering any an

4-20 Configuring BCMS Vu from the ClientConfiguring and Managing the BCMS Vu Software5. If you want to change the value in the “Maximum Bar Height” b

Managing BCMS Vu Historical Data 4-21Configuring and Managing the BCMS Vu SoftwareChapter 4Managing BCMS Vu Historical Data 4This section includes t

4-22 Managing BCMS Vu Historical DataConfiguring and Managing the BCMS Vu SoftwareHow the DEFINITY System Stores Data 4The DEFINITY system stores int

Managing BCMS Vu Historical Data 4-23Configuring and Managing the BCMS Vu SoftwareChapter 4Removing Historical Data from the PC 4BCMS Vu stores hist

4-24 Managing BCMS Vu Historical DataConfiguring and Managing the BCMS Vu Softwarea. Click on the window next to “Remove data by date” if you want da

Managing BCMS Vu Historical Data 4-25Configuring and Managing the BCMS Vu SoftwareChapter 4size of the historical database that you are using on a d

4-26 Managing BCMS Vu Historical DataConfiguring and Managing the BCMS Vu SoftwareYou can correct this by using the Repair Database command in the Op

Managing BCMS Vu Historical Data 4-27Configuring and Managing the BCMS Vu SoftwareChapter 4Compacting the Database 4A database can become fragmented

4-28 Managing BCMS Vu Historical DataConfiguring and Managing the BCMS Vu SoftwareFor Windows 95:1. Select Start/Control Panel/System/Performance.2.

Table of ContentsTOC-iv Chapter 7 Working with Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1Overview . . . . . . . . . .

Managing Miscellaneous BCMS Vu Functions 4-29Configuring and Managing the BCMS Vu SoftwareChapter 4Managing Miscellaneous BCMS Vu Functions 4Downloa

4-30 Managing Miscellaneous BCMS Vu FunctionsConfiguring and Managing the BCMS Vu Software

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

Report Basics5-6 About Real-Time Graph ReportsThings to Remember About Real-Time Graph Reports5There are several things you need to remember when pla

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