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Avaya R2 User Guide

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1. 7 34 schedule Historical Reports 3 13 Schedule Historical Reports menu 3 11 Schedule Historical Reports toolbar button 3 13 scheduling printing of Historical Reports 7 39 sending a display to an external wallboard 8 3 Server action area o o 2 16 Server Connect toolbar button 3 13 Server Disconnect toolbar button 3 14 Seryer NAMIC sa eS ol aay a Bee ee at 3 15 Shares te eb a ge ho a geet ea ek 4 15 Sharing o raa eh a ee OE ae Bee Moke aa 4 15 simulator mode 2 5 simulator BCMS Vu Server 2 5 software compatibility 1 8 TEQUILA sh a a OE See SS 1 5 restrictions aeii aoe BS por y ee BAS 1 8 Split Skill Historical Report 6 3 Start dais tia di ae ere a 7 32 starting BCMS Vu Client software 3 3 BCMS Vu Server software 2 3 BCMS Vu Wallboard software 8 2 static IP address o 10 33 status bar Chente t 3 12 3 14 SIM ot a BO ees 2 14 2 16 IN 5 Index Status Bar menu Cent se geg ote BAe a 3 12 A Hated an eon ee 2 14 stop historical data download 2 12 system configuration 2 14 system menu box Cliente ha o ee ate aos 3 9 SErveb nid sawed ah ae Sea a 2 11 T task manager 2 9 3 7 terminate historical data download 2 15 tile windows Client criada RA 3 14 E Sees as 2 14 Tile Windows toolbar but
2. 3 10 8 4 schedule Historical Reports 3 13 cascade windows 3 14 server DAME Lu Soh ace Fy eae e 3 15 closing 0 ee ee 3 7 SANE yoe ci a LS Rae 3 3 configure 000 3 10 SLU raaa tenor we ee es es X 3 14 connect toaServer 0 3 13 system menu box 3 9 connection status 3 14 tile menu item 3 12 disconnect from a Server 3 14 Tile Windows toolbar button 3 14 EMO lO aats a a a i A 3 12 title bar o o ooo ooo oo oo 3 9 EX sr to a lr 3 7 tol aks o 3 12 3 13 features o o oao aoa ce ee te 309 USES Leti Birt coy gt Spat A No 3 2 functions eee ee 3 2 wallboard broadcast 3 13 Helps hots sco O 3 14 BCMS Vu Client See BCMS Vu Client software mainwindow 3 8 BCMS Vu Server Simulator 2 5 menu BCMS Vu Server software About BCMS Vu 3 12 cascade windows 2 14 Broadcast Message 3 10 closing Bresette ne ae TN nan ee 2 9 Cate Broadcast od oi 3 11 configuration wizard 2 6 connect StatuS o oo 2 16 Cascade ooo eee ns geld connect to DEFINITY system 2 13 2 15 Close Report ooo 2 3 9 delete records 2 13 2 15 Configure oo ooo oo oo 3 10 disconnect from DEFINITY system 2 14 2 15 Connect to Server 3 11 download status oo o 2 16 Disconnect from Server 3 11 downlo
3. GL 5 Glossary GL 6 Index A New Report 3 9 Abandoned Calls Split Skill Historical Report 6 3 Open Report ooo 3 9 Abandoned Calls VDN Historical Report 6 3 Options 9 6 o e RAGE hee as 3 10 About BCMS Vu menu 3 12 Print Report ER Ba tay aide Be aS Gee cde amy ee 3 9 administering real time data 4 29 Printer tU ticos ea 3 10 Agent Historical Report 6 3 recently used reports 3 10 Agent Summary Historical Report 6 3 Report Properties 3 10 vee fe ie T Save Report 3 9 istorical Reports 00 Real Time Graph Reports ee tk he 5 8 Save Report As E 3 9 Real Time Pie Chart Reports 5 12 Schedule Historical Reports 3 11 Real Time Text Reports 5 15 Status Baron Bad 3 12 Time Trace Reports 5 24 Tiles eee 3 12 Wallboard Display Reports 5 20 Toolbar ooo ee eee 3 12 audience of user guide p 2 VIEWS Aes lid lt he 3 12 Window ico E e 3 12 B NEW TEPOS y ioy al sae a Se 3 13 backing up folders and files 4 25 Open reports 3 13 backing up the database 4 23 print current report 3 13 BEMS ark ei fd bo bab db luk dng ot hdd 1 1 report display area 3 14 BCMS data updating 4 29 report properties 3 13 BCMS Vu Client software Save report 2 2 2222 20 3 13 broadcasting a message
4. 6 3 View menu Client pus id 3 12 A fe soda wos nce e ew ea 2 14 W wallboard broadcast 3 13 Wallboard Broadcast toolbar button 3 13 Wallboard Display Reports 5 16 8 1 AUTIDUTES io tin dd ek ha 5 20 AS A choo harder ee 7 35 Creating ar ds a Fa a eS 7 13 features Lc a ak EA ee 5 17 opening o 7 36 Samples dipara py Wick er hk ok eee 5 19 SAVING oh re ea ek AGE Ae 7 34 TYPES sso ek wee ge ee 5 16 wallboard external 8 1 broadcasting a message 8 3 broadcasting amessageto 8 4 configure 00 8 2 displaying report 8 1 TO he ee So tle Bean po Bu tency Hh 8 1 Model kar oe dad ee eee ee 5 18 problems sn ss Saas Gad wo a n 10 24 sendingadisplayto 8 3 Window menu Client acia Ree a ee 3 12 Vas voces hE aa aes hehe Tee ie 2 2 14 Y Year 2000 compliant 1 3
5. The measurement TOTAL AUX OTHER is time interval based rather than being call related For example if the agent is in AUX from 9 55 to 10 05 five minutes is recorded in the 9 00 to 10 00 time interval and five minutes is recorded in the 10 00 to 11 00 time interval The measurement AVG EXTN TIME is call related For example if an agent is on a non ACD call from 9 55 to 10 05 the call and ten minutes of EXTN time are recorded in the 10 00 to 11 00 time interval N Q a a f a Because the agent report includes some call related items and some interval based items the sum of all items for a given hour may not exactly equal 60 minutes Data Items Historical Reports 9 19 BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Item Report Type Definition Total AUX Other Split Skill The total amount of time that agents spent in the AUX auxiliary work mode or in the Other state in all split skills This value does not include the time agents spent on another split skill s calls or in ACW for another split For the ECS this value includes time spent on non ACD calls while in AUX for this split For G3V4 this value does not include time spent on non ACD calls while in AUX For example AUX TIME is accumulated whenever any agent logs into the split and Receives an EXTN call while in AUX or AVAIL state e Makes an EXTN call while in AUX or
6. Working with Reports select the report display will appear but will not contain any data If you selected Relative in the previous window the following window appears If there is no historical data in the database for the dates you Historical Report Wizard Page 6 of 6 Specify the start and end dates for the report relative to the day on which the reportis run For example to run a daily report for the previous 6 days enter a start date of 6 days ago and an end date of 1 day ago Start date day s ago End date 1 day s ago Help Cancel lt Back Next gt Enter how many days ago you want the report to start reporting and how many days ago you want the report to stop reporting To close the wizard and display the Historical Report select Finish A report similar to the one on page 7 41 appears Note that the format of columns that display length of time is minutes seconds Creating a Historical Report 7 33 a Q a a f a Working with Reports Saving a Report To save a report do the following 1 Select the Save toolbar button or Select Save Report from the File menu 2 If this is the first time you have saved this report a dialog box appears showing the contents of the BCMS Vu reports directory 3 Inthe Files of type list box the file extension that matches the type of report you are saving appears The BCMS Vu report file extensions are as fol
7. Troubleshooting the Data Module 10 39 Troubleshooting The Connect To dialog box appears Connect To DB Data Module Test Enter details for the phone number that you want to dial Country code United States of America 1 v Area code 203 Phone number Connect using MMMM Cancel 5 In the Connect using field click on the down arrow to display a pull down menu of COM Ports 6 Beginning with COM 1 select each COM Port incrementally until you find the one that connects to your data module Note The PC may lock or post an error while you are performing the next several steps If it does restart HyperTerminal and begin at step 1 7 Select OK in the Phone Number dialog box a Ifthe COM Port you selected is not one that is being used by your PC a window appears with the message Unable to open COM N b Select OK c Ifthe PC locks up or you receive an error message restart HyperTerminal and begin at step 1 10 40 Troubleshooting the Data Module 8 Troubleshooting If the COM Port you selected is one that is being used by your PC the COM Properties dialog appears In the COM Properties dialog box select the following port settings from the pull down menu Bits per second Choose a baud rate of 9600 Data bits Choose 8 ASCII data bits Parity Choose the None parity setting Stop bits Choose stop bit Flow control Choose X
8. Windows NT Security window Windows NT 4 0 or ki Close Program window a Windows 95 or 98 s 4 Select Task Manager Windows NT4 0 only 5 In the Windows NT Task Manager window or Close Program window verify that ConnectionServer exe is running Resolving Problems 10 5 Troubleshooting Starting Connecting Problems Omninames and or ConnectionServer is are not running 9 Problem Probable Cause Action continued continued continued Attempted to start Server Omninames and or 6 Close Task M or Wallboard software ConnectionServer is are not 058 2a5 k Manager Received message that running 7 Repeat step 1 Double click on omniNames exe Repeat steps 3 and 4 10 In the Windows NT Task Manager window or Close Program window verify that omniNames exe is running 10 6 Resolving Problems Troubleshooting Historical Data Downloading Problems Problem Probable Cause Action Historical data not updated Lost connection to the Check the status of the and or Historical Reports DEFINITY system DEFINITY system and the have no data physical connections If necessary connect to the DEFINITY system Database location is incorrectly specified Check location of database If database is in incorrect location correctly specify the location Refer to Chapter 4 Configuring and Mana
9. Working with Reports b If you want to display the wallboard report on an external wallboard check the box next to Display data on physical wallboard and select Next Page 1 of the Wallboard wizard changes Wallboard Properties Wizard Page 1 of 6 M Display data on physical wallboard Select the type of wallboard s on which to display data Number of lines Two Lines Available Wallboards Selected Wallboards Spectrum 26 Ferrograph S Add All gt Spectrum 20 Add gt lt Remove lt Remove All Help Cancel lt Back n Finish c From the Number of lines pull down menu select the maximum number of rows of text supported on the wallboard s you want to use This is the maximum number of physical rows of text on the external wallboard s The names of all registered wallboards connected to PCs on the network that fit this description appear in the Available Wallboards list d From the Available Wallboards window choose the wallboard s on which you want to display the report 1 To choose all wallboards select Add All 7 14 Creating a Wallboard Display Working with Reports 2 To choose individual wallboards highlight each and click on Add 3 Select Remove and Remove All to remove wallboards from the list of selected wallboards e When all wallboards on which you want the display to appear on are in the Selected Wallboards list select Next Page 2
10. 6 Ifyou choose the TCP IP option follow Steps a and b and go to Step 8 a Complete the Host Name IP address box Type the Host Name or the IP address of the DEFINITY system to which you are connecting b Complete the Port box The port is the port on the switch to which TCP IP sockets will bind to initiate communications to the switch For the DEFINITY ONE system port 22 must be used 7 Ifyou choose the Data Module option follow Steps a and b a Use the drop down list for the Serial Port box to select the serial port that you are using to connect to the data module if the data module option is chosen The serial ports that are available in the drop down list will match the ports available on your PC If you do not know which serial COM port to choose look at the back of your PC for the port 1 through 8 to which the data module is connected b In the Phone Number box type the hunt group extension for Netcon channels that must be dialed for the data module to connect to the DEFINITY system 8 Select Next In the window that appears you will see a diagram showing the path to the DEFINITY system you are trying to connect to Select Test Connection to confirm that the connection has been properly set up A colored dot moves back and forth between the PC icon and the DEFINITY system icon 4 6 Configuring BCMS Vu from the Server Configuring and M
11. 9 When all the data items you want to display are in the Selected Items list select Next Page 5 of the Wallboard Wizard appears Wallboard Properties Wizard Page 5 of 6 Select the type of Wallboard The animation below shows you what the Wallboard will look like Three line wallboard v M Fixed first line Length of time in seconds to hold each line of text still P 7 18 Creating a Wallboard Display Working with Reports 10 Use the drop down menu at the top of the wizard page to select how many lines of text you want all the information to occupy This is not necessarily the same number of rows of text that appear at one time on the external wallboards you selected Rather it is the number of lines of text over which all the information will be spread The more lines of text you choose from the menu the less packed together the characters will be in the rows of the display If you have many items to display you should choose Four line wallboard Obviously if you choose more lines of text from this menu than there are rows on the external wallboard the lines of text will have to alternate on the external wallboard a im Q a R f a 11 Ifyou choose Three line wallboard a check box next to the words Fixed first line appears If you check this box the first line of text remains on the display while other lines change 12 In the Length of time in seconds to hold ea
12. 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 security The final responsibility for securing both this system and its networked equipment rests with you an Avaya customer s system administrator your telecommunicati
13. Broadcast Message Properties Wizard Page 1 of 1 Select the type of wallboard s on which to display data Number of lines Two Lines Available Wallboards Selected Wallboards Spectrum 20 Ferrograph Spectrum 26 Spectrum 33 ARONA dd gt lt Remove lt Remove All Help Cancel lt Back Finish 2 Inthe pull down menu select the number of lines supported by the wallboard on which you want the message to appear This is the maximum number or rows of text that can fit at one time on the external wallboard A list of 8 4 Broadcasting a Message on an External Wallboard Displaying Information on External Wallboards registered wallboards connected to PCs in the network that fit this description appears in the Available Wallboards list Select the names of the wallboards on which you want to display the message These are the names you gave to the wallboards when you registered them with the Server a To select all wallboards in the Available Wallboards list select Add All b To select individual wallboards highlight each and select Add c Use the Remove and Remove All buttons to remove wallboards that you do not want to select When all the wallboards you want to choose are in the Selected Wallboards list select Next The broadcast details window appears oe Fl Q a a f a Broadcast Message Properties Wizard Page 2 of 2 Fill in b
14. Data Report Definition Item Type VDN Name VDN The name that is administered for this VDN If no name exists the VDN extension for example EXT 64532 is displayed Data Items Historical Reports 9 21 N im o a R f a BCMS Vu Real Time and Historical Data Items 9 22 Data Items Historical Reports Troubleshooting Introduction This chapter describes procedures to help you identify and resolve problems with the BCMS Vu software It is divided into the following sections Resolving problems Error log Connection log Troubleshooting the data module Using a terminal emulator Error messages Note In addition to using the above methods to troubleshoot BCMS Vu software you should always check the Readme files that are delivered with the software These files include late breaking changes to and news about the software You will find them at Start Programs Avaya Server Readme Start Programs Avaya Client Readme and Start Programs Avaya Wallboard Readme Introduction 10 1 Troubleshooting Resolving Problems Use the following guidelines to investigate and correct errors 1 Scan through the Problem column to find the description of the problem that you have encountered 2 Inthe Probable Cause column one or more problem descriptions are offered Select the one that best describes the observable condition 3 Perform the corresponding task in the Action column Problem
15. HyperT erminal El 2 Do you want to save session Data Module Test To exit HyperTerminal without saving the data module test session select No o er ozi f a Troubleshooting the Data Module 10 45 Troubleshooting Error Codes Error codes their descriptions and error resolutions are listed in the table below ID Description Resolution 500 Internal software error Contact Avaya 501 Resource error a resource could not Under normal circumstances the be obtained for some reason software tries this operation again This is a problem only if it happens repeatedly 502 Internal software error Contact Avaya 6xx Problem accessing file Generally advisory only BCMS Vu will create the file automatically 1000 Internal software error Contact Avaya 1001 A historical download command Check that the DEFINITY system cannot be executed connection is functioning 1002 Missing or incorrect fids in reply BCMS Vu will recover from this from DEFINITY system problem automatically If it happens often check the DEFINITY system connection serial port and so forth 1003 The command scheduler has exited Restart the connection If this fails abruptly restart the Server 1101 ODBC reported an error BCMS Vu may resolve the problem If not check the ODBC installation See Troubleshooting in this chapter 1102 The database could not be found Check the supposed location of
16. Oldest Call Split Skill Name Within Service Level Agent Summary ACD Calls Agent Extension Agent Login ID Agent Name Agent State EXT In Calls EXT Out Calls Split Skill Split Skill Name Time 5 20 About Wallboard Displays Split Skills Details Acceptable Service Level Calls Waiting Oldest Call Split Skill Split Skill Name Total ACD Total ACW Total AUX Total Available Total Extn Total Other Total Staffed Within Service Level VDN Summary ACD Calls Abandoned Calls Average Abandoned Time Average Speed of Answer Average Talk Hold Time Calls Busy Disconnected Calls Waiting Connected Calls Flow Out Oldest Call VDN Name Within Service Level Report Basics About Time Trace Reports Time Trace Reports show the value of a single attribute for example Call Waiting Average Speed of Answer for a single measured entity agent split skill or VDN over a period of time The value of the attribute is represented by the height of the trace above the baseline Time is represented by distance along the baseline This section describes the following topics Categories of Time Trace Reports Characteristics of Time Trace Reports Sample Time Trace Report Time Trace Report attributes Categories of Time Trace Reports The following categories of Time Trace Reports are available Split Skill Summary Data Time Trace Shows variations in the value of a single data item f
17. Page 2 of 2 Select the split skill to be charted Split Skill name 3 Marketing 3 Marketing 2 Complaints 207 Service 1000 Sales 3333 Bill Inquiries Help Cancel lt Back Next gt 5 Foran Agent Work States for Split Skill Report or a VDN Calls Summary Report select a split skill or VDN from the pull down menu For an Agent Call Summary report select a split skill and an agent from the two pull down menus 6 To close the wizard and display the Pie Chart Report select Finish The Graph Properties Wizard closes and the Real Time Pie Chart you have just defined appears on the BCMS Vu main window 7 8 Creating a Real Time Pie Chart Report Working with Reports If you choose Agent Work States for Split Skill on the first page of the wizard your pie chart report resembles the following illustration Loix Agent work states summary pie chart Unsaved Split Skill 3 Marketing 18 81 86 fm D 100 91 17 Total Available 91 Y Total ACD 17 ij Total ACW 100 Total AUX 81 ij Q Total Extn 18 Total Other 86 ij After you create a new report you can save it if you want to If you try to close a report without saving it a message appears asking if you want to save the report Note Creating a Real Time Pie Chart Report 7 9 Working with Reports Creating a Real Time Text Report To create a Real Time Text Report 1 Inthe File menu select New Rep
18. f a Troubleshooting Wallboard Problems Problem Probable Cause Action Reports and messages do not appear on Wallboard Wallboard is not con nected to the specified port on the specified PC e Wallboard software is not running on the PC to which the wallboard is attached e Wallboard is not prop erly registered e Wallboard address is not correct e Wallboard has a poor physical connection Correct problem Refer to Installing a Wallboard in BCMS Vu Software R2 V2 Installation Guide and Registering Wallboards on page 4 12 Wallboard COM Port is not activated in your PC hardware configuration Consult your PC user guide or its manufacturer s technical support to see how to tell if your COM Port has been disabled Wallboard is not changing Data on wallboard indicates zero value and doesn t update for a long period of time Server lost connection to the DEFINITY system Check connection on status bar If the connection is not active and if the DEFINITY system is still operational try to reconnect to the DEFINITY system Make sure wallboard software is running on the PC to which the wallboard is connected 10 24 Resolving Problems Troubleshooting Wallboard Problems Problem Probable Cause Action The wallboard is not The physical configuration IF YOU KNOW WHICH updating When you try to of the wallboard may have
19. 3 11 Status Bar o o o o o ooo 3 12 A be Aas T Bee a tind te 3 12 Toolbars 4 sn Pe athe ne eo Bas 3 12 IN 4 VIEWS a a sees AS 3 12 Window erica fb BB aw Aes 3 12 Server Cascade windows 2 14 Configure 2 12 Connect to DEFINITY system 2 13 Delete Records 2 13 Disconnect from DEFINITY system 2 14 Downloading Historical Data 2 12 Error Log 2 14 EXIN a OF tn ot as e 2 11 Helpe nere oii ao 2 14 Repair Database 2 13 Status Bar o o oo 2 14 Stop Data Download 2 12 System Configuration 2 14 Tiler ats GES E 2 14 LOOM ALS ios des gt ee wd g 2 14 Update BCMS Data 2 12 message broadcast o 8 4 Microsoft Office o 1 8 Millenium compliant 1 3 miscellaneous problemS 10 28 mouse buttons useof p 5 N newreport 02000 3 13 New Reportmenu 3 9 New Report toolbar button 3 13 O Omninames 10 5 10 6 10 28 10 50 Online Help Chight s 4 2 ot een add otedens 3 16 Senveris sacs er uh AN 2 17 Open Report menu 3 9 Open Report toolbar button 3 13 openingareport 3 13 7 36 Options menu CHENG Zara 3 10 DELVED ity hee ot nos thes Sp wld es 2 12 Overflowed Calls Split Skills Historical Report 6 3 Overflowed Calls VDN Historical Report 6
20. Options Configure Sharing Setup 10 48 Error Codes Troubleshooting ID Description Resolution 4003 Unexpected loss of connection to Check network connectivity Client lt name gt The client machine between Server and Client If this may have been turned off or happens inexplicably and often disconnected or the Client may contact Avaya have hung 4004 Attempted login by unregistered Advisory only Use Client lt name gt A client has Options Configure Client on the attempted to log in and is not BCMS Vu Server to add client registered with the Server permissions 4100 Modified Administration Object by Advisory only lt login gt etc Administrative event the Server setup has been changed 4101 Registration of Client by lt login gt Advisory only lt new Client gt Administrative event a Client has been registered with the Server 4102 Removal of Client by lt login gt lt old Advisory only login gt Administrative event a Client has been unregistered from the Server 4103 Registration of wallboard by Advisory only lt login gt lt details gt Administrative event a Client has been registered with the Server 4104 Removal of wallboard by lt ogin gt Advisory only lt details gt Administrative event a wallboard has been deregistered from the Server 4105 Modified Wallboard Object by Advisory only lt login gt lt details gt Administrative eve
21. Real Time Pie Charts update as fast as every ten seconds Historical data downloading takes precedence over the updating of real time data Therefore real time reports update at a slower rate while historical data are downloading from the DEFINITY system to the historical database Categories of Real Time Pie Chart Reports You can create three categories of Real Time Pie Chart Reports You select the category of Real Time Pie Chart Report in the first window of the Graph Properties Wizard The categories are Agent Work States for Split Skill Shows a full domain of agent attributes for one split skill Agent Call Summary Shows a full domain of attributes for one agent s work in one split skill VDN Call Summary Shows a full domain of attributes for one VDN Note The VDN summary is available only if the Vectoring feature is administered on the DEFINITY system 5 10 About Real Time Pie Chart Reports Report Basics Sample Real Time Pie Chart Report The following illustration is an example of how Real Time Pie Chart Reports appear in BCMS Vu Agent call summary pie chart Unsaved Split Skill O Sales Agent 1 Byrne J 45 81 ACD Calls 81 EE EXT In Calls 45 EXT Out Calls 67 About Real Time Pie Chart Reports 5 11 Report Basics Real Time Pie Chart Report Attributes The following table lists the categories of Real Time Pie Charts and the attributes data items that are measured in
22. You can also compact the database in order to store more data on your hard disk To repair a corrupted database 1 In the Options menu select Repair Database or select the Repair Database Toolbar button 2 In the window that appears click on Repair Corrupted Database The buttons in the window become gray temporarily When the operation finishes or fails the grayed items become normal If the operation fails an error notice appears 3 To exit the window select Finish 10 38 Troubleshooting the Data Module Troubleshooting Using a Terminal Emulator If you cannot connect BCMS Vu Server to the DEFINITY system it may be because BCMS Vu Server is not communicating with the data module You can check the communication between the PC and the data module by using a terminal emulator that can establish a serial connection such as HyperTerminal a terminal emulator supplied with Windows Opening HyperTerminal and Setting Options 1 In the Start menu select Programs Accessories 2 In the Accessories drop down menu select HyperTerminal HyperTerminal The HyperTerminal window opens with the Connection Description dialog box active Connection Description Y New Connection Enter a name and choose an icon for the connection Name Q a a a 3 In the Name field of the Connection Description dialog box enter Data Module Test 4 Select OK
23. either all pages or a specific number of pages 6 Select the number of copies you want to print 7 Ifyou want to print the report to a file click on the box next to Print to file The Print to file window appears 1 Select the file name you want to use 2 Select the folder in which you want to put the file 3 Select Save 8 Select the OK button 7 38 Printing Reports Working with Reports Scheduling the Printing of a Historical Report To schedule a Historical Report for printing at a later date 1 In the Options menu select Schedule Historical Reports or select the Schedule Historical Reports toolbar button 2 The Schedule Historical Reports window appears 3 Ifyou want to change the schedule for printing a report that is found in this window highlight the file and select Properties Go to step 4 E Fu Q 2 a f a 4 Ifyou want to schedule a report that is not in the list a Double click on Add Scheduled Report or select Add b From the standard Open window find and select the report whose printing you want to schedule c Go to step 4 5 From the Select the frequency of printing the report window select one of the radio buttons either Daily Weekly or Monthly a If you select Daily the Select the time of day to print the report appears Go to step 6 b If you select Weekly the Select the days of the week on which the repor
24. 9 7 BCMS Vu Real Time and Historical Data Items Data Items Real Time Reports Data Item Report Type Definition Total Available Split SkillDe tail Graph The number of agents in this split skill currently available to receive an ACD call In order to be counted as being available agents must either be in the Auto In or Manual In work mode Refer to the Glossary for a description of work modes If the agent is on another split skill call or is performing After Call Work for another split skill the agent is not considered available and is not recorded here If a call is ringing at the agent s phone or a call is on hold the agent is not considered available unless Multiple Call Handling is active and the agent selects AI MI with a call on hold If the agent is on an extension or on an extension out call the agent is not considered available Total Extn Split Skill Detail Real Time Graph The number of agents in this split skill who are currently on non ACD calls These non ACD calls may be either incoming direct to the extension or outgoing direct from the extension Those agents receiving or making extension calls while available or while in the ACW or AUX work mode are recorded as being on extension calls Total Other Split SkillDe tail Graph The number of agents in this split who e Are ona call from another split skill Are in ACW work mode for another split skill Have placed a
25. AVAIL state e Presses his her AUX button The AUX Othertime measurement is time interval based since it is not directly related to a call For example if an agent is in AUX from 9 55 to 10 05 then five minutes is recorded in the 9 00 to 10 00 time interval and five minutes is recorded in the 10 00 to 11 00 time interval Total Avail Time Agent The sum of the time that the agent was available to receive ACD calls during the reporting interval During this time the agent e Was in Auto In or Manual In work mode for at least one split skill e Was not in ACW in any split skill Was not on any call or placing any call unless MCH is active Did not have ringing calls Total Hold Time Agent The total time ACD calls spent on hold at this agent This time is the caller s hold time and is independent of the state of the agent TOTAL HOLD TIME does not include the hold time for non ACD calls Total Time Staffed Agent The total time that the agent spent logged into at least one split skill during the reporting interval Staff time is accumulated for an agent who is in multiple splits skills as long as the agent is logged into any split skill Concurrent times for each split skill are not totaled VDN VDN The extension number of this VDN at this time 9 20 Data Items Historical Reports BCMS Vu Real Time and Historical Data Items Data Item Historical Reports
26. BCMS Vu Client Main Window 3 15 BCMS Vu Client Basics BCMS Vu Client On Line Help You can get on line help for the following e Toolbar buttons and menu options The BCMS Vu window you are working in A particular BCMS Vu topic or function For information about a toolbar button or menu option move the mouse pointer over the item Brief information or instructions will appear either in the status bar at the bottom of the BCMS Vu main window or as a tooltip For information about any BCMS Vu window you are working in press the F1 key or click a Help button if one is displayed in the window To select a particular topic or read about BCMS Vu functions choose Help Topics from the Help menu 3 16 BCMS Vu Client On Line Help Configuring and Managing BCMS Vu Software Introduction This chapter is divided into four main sections Configuring BCMS Vu software from the Server after it has been installed on your PC Configuring BCMS Vu software from the Client after it has been installed on your PC Managing historical data from the Server Managing miscellaneous BCMS Vu software functions In BCMS Vu Server you use configuration wizards to Establish a connection from the Server to the DEFINITY system to retrieve real time data Specify when and where historical data will be downloaded from the DEFINITY system to your PC Register external wallboards Register clients Introduction 4 1 Configuring and
27. BCMS Vu Server On Line Help Introduction 2 1 BCMS Vu Server Basics What Can I Do Using BCMS Vu Server Use BCMS Vu Server to Connect to a DEFINITY system Disconnect from a DEFINITY system Download historical data from a DEFINITY system Schedule historical data downloading on a regular basis Register wallboards Register Clients Manage historical data Perform maintenance on the database View the error log 2 2 What Can I Do Using BCMS Vu Server BCMS Vu Server Basics Starting BCMS Vu Server Software The BCMS Vu installation program creates a menu item on your PC s Start Programs menu Refer to BCMS Vu R2 V3 Software Installation Guide for detailed installation instructions Note The following procedure presumes that whoever installed BCMS Vu software on the Server accepted the default program locations If the installer chose to install the program icons in a different location folder you will have to go to that location to start BCMS Vu software using the program icon An alternate method of starting BCMS Vu is to use the Find function of Windows to locate the program file for BCMS Vu Server BCMSVuServer exe and select it N pa D w a a O Note Ifthe hardware key is not attached to the PC before you start BCMS Vu software the software will be loaded but the program will run only in simulator mode when you try to start it To view real time reports and download historical data from the
28. Back Next gt 7 From the Select your preferred type of time trace window select the radio button next to Fixed number of data points if you want the time trace graph to display data for a set period of time and to discard old data or All data for trace data item if you want all data displayed from the time you create the time trace graph to the present A maximum of twelve hours worth of data will be displayed 8 To close the wizard and display the Time Trace Report select Finish 7 24 Creating a Time Trace Report Working with Reports The Time Trace Report wizard closes and the Time Trace report you have just defined appears For example if you choose Agent Data on the first page of the wizard and select Fixed number of data points on the third page a report similar to the following illustration appears Agent data time trace Unsaved 101x Agent O Peters Greg ACD Calls D Q gt a S O 11 35 11 AM 11 37 12 A Normal Values E Caution Zone a Warning Zone Valid value Y Invalid value 4 Value exceeds maximum display value A to close a report without saving it a message appears asking if you After you create a new report you can save it if you want to If you try want to save the report Creating a Time Trace Report 7 25 Working with Reports Creating a Historical Report To create a Historical Report 1 From the File menu select New Report
29. Busy Time is the sum of Maintenance Busy Time in minutes for all trunks individually in this trunk group during this interval and Time Interval is expressed in minutes for example 30 if using a half hour interval 60 if using a one hour interval and 1440 if using a daily summary Changing the number of trunks in a trunk group can cause unexpected results for that interval Aband Calls Split Skill The total number of ACD calls that have hung up while waiting to be answered during this time interval This value includes those calls that have abandoned while in queue or while ringing Calls that abandon before queuing for example while listening to a forced first announcement or that cannot be queued for example because the queue is full are not counted as abandoned for the split skill Data Items Historical Reports BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Report Definition Item Type Aband Calls VDN The total number of calls that have abandoned from the VDN before being answered or outflowed to another position during the current interval This value includes calls that abandoned while in vector processing or while ringing an agent It also includes calls with a talk time that is less than the value administered for the BCMS VuStats Abandon Call Timer Acceptable Any The number of seconds within which a call to a
30. EXT In Calls EXT In Calls ACD Calls 2 T o as gt io 2 T o a Q lt 4 ACD Calls Agent O Peters Greg ACD Agent 4 Peterson C N Avail Agent 66 Gittleson H M Avail After you create a new report you can save it if you want to If you try to close a report without saving it a message appears asking if you want to save the report Note 7 6 Creating a Real Time Graph Report Working with Reports Creating a Real Time Pie Chart Report To create a Real Time Pie Chart Report 1 In the File menu select New Report The New window appears 2 Select Real Time Pie Chart The Select the type of data for which to create a pie chart window appears E Fu Q 2 a f a Pie Chart Properties Wizard Page 1 of 2 Selectthe type of data for which to create a pie chart Agent Work States for Split Skill O Agent Call Summary YDN Call Summary Help Cancel 3 Select the radio button next to the category of data that you want to show on this Real Time Pie Chart Report 4 Select Next The Pie Chart Wizard window page 2 of 2 appears This window depends on which type of report you selected in the previous window The following Creating a Real Time Pie Chart Report 7 7 Working with Reports illustration shows the window that appears if you select Agent Work State for Split Skill in the first window Pie Chart Properties Wizard
31. HU 32 Split Skill 33 T10 Hu 33 SplitiSkill 31 T10 hu 31 Split Skill 32 T10 HU 32 Split Skill 33 T10 Hu 33 5 gt 2 o E 5 Ed Ya a a ACD Calls Available Agents Within Service Level About Real Time Graph Reports 5 5 Report Basics Things to Remember About Real Time Graph Reports There are several things you need to remember when planning a Real Time Graph Items appear on the graph in the order in which you select them You cannot select some table items in a Real Time Graph Report because They are not measurements for example Agent extension in the Agent Summary table or BCMS Vu automatically includes them on the graph for example the x axis labels for Agent Summary are Agent Names You should consider the probable range of maximum values when you decide which items of a table to show in a Real Time Graph If you include items that vary significantly in their ranges of values items with smaller ranges will appear not to update when they are displayed For example assume you want to monitor a group of items one of which has typical values of about 100 and varies between 50 and 150 and another that has typical values of about five and varies between two and eight If both of these items are displayed on the same Real Time Graph the changes in the smaller item may not be noticeable Real Time Graphs update as fast as every ten seconds Downloading of historical data takes precede
32. LaserJet 4MP in the right selection box and select Next In the window with the text Do you want your Windows based programs to use this printer as the default printer select the radio button next to Yes and select Next In the window with the text Indicate whether this printer will be shared with other network users select the radio button next to Not shared and select Next Resolving Problems 10 13 im oe gt a a f a Troubleshooting Historical Report Problems Problem continued When you try to open a historical report the following error message appears There is no default print er To install and select a default printer open the Start button choose Set tings Select Printers and then select Add Printer Probable Cause continued No printer is administered for the PC Before you can open a historical report a fictitious printer name must be administered and made the default printer even if no printer is available to the PC Action In the window with the text After your printer is installed you can print a test page so you can confirm that the printer is set up properly select the radio button next to No and select Finish If the printer driver is already installed on your hard drive the printer administration will be completed If Windows 2000 or NT 4 0 was installed on your hard drive from
33. On Novell network only Can t access database or configuration files in supposedly shared folders Novell network not properly administered When you use a Novell network you must use a TCP IP stack configuration If the Server is running on a machine using domain validation all Clients must log into either the same domain as the NT 4 0 machine or to a domain that has a trustee relationship with that domain in addition to logging into the Novell LAN You may need to refer to your network documentation or contact your network supervisor to do this On a LAN network with DHCP Remote Client can t stay connected to the Server long enough to receive data Incorrect network configuration When you use DHCP you must be sure the PC running the BCMS Vu server has a static IP address When you configure DHCP the host name under DNS in TCP IP network properties must be the name of the PC Resolving Problems 10 33 a im a a R f a Troubleshooting Error Log The BCMS Vu error log is an ASCII file containing the most recent 300 system messages generated by BCMS Vu It is kept on the Server PC and contains messages about both Server and Client incidents Note In spite of its name the error log also reports potential problems and useful information about the software and the system The error log displays information about the last 300 incidents that have
34. R f a BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Report Definition Item Type Avg Aband VDN The average time calls spent waiting in this VDN before being Time abandoned by the caller during the current interval The calculation is AVG ABAND TIME Total VDN Abandon Time Total Number of Abandoned VDN Calls Avg Extn Agent Average time that was spent talking on non ACD calls that Time completed during this interval This does not include time the call spent on hold The calculation is AVG EXTN TIME Total Ext Time Total Number of Ext Calls Avg Speed Split Skill The average amount of time that answered ACD calls split skill Ans and Direct Agent that completed during the reporting interval spent in queue and ringing at an agent before being answered during the reporting interval Calls that flowed in do not have queue time from the previous split skill included in this average This calculation is AVG SPEED ANS Sum of Each Completed Call s Time In Queue Time Ringing Total Number of ACD Calls Answered Keep the following things in mind This value does not include time before the call queued to this split skill for example while listening to a forced first announcement A completed call may span more than one time period ACD calls that are in process have not terminated are counted in the time period in which they terminate For example if a
35. See DEFINITY system BCMS interval Manual In An ACD work mode The Manual In MI mode makes the agent avallable to receive an ACD call and automatically places the agent into the ACW state upon release from the call 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 The agent is also in the Other state when the agent puts a call on hold from the AI or MI work mode The first split skill to which a call queues in a VDN is called the primary split skill A name used when referring to Real Time Graphs Wallboard Displays Real Time Text reports and Historical Reports A set of historical data items contained in BCMS Vu Historical Reports For example agent data comprises a report class Secondary Skill Service Level Split skill Tertiary Skill VDN Glossary The second split skill to which a call queues in a VDN is called the secondary split skill See Acceptable Service Level A group of extensions that are staffed by agents trained to handle a certain type of call When a call is queued to multiple splits skills the third split skill the call queued to in a VDN is called the tertiary split skill Vector Directory Number An extension that provides access to the Vectoring feature of the DEFINITY system Vectoring allows you to specify the treatment of inbound calls based on the dialed number a ful R n NR O
36. Starting Connecting Problems Probable Cause Action Attempted to start Server software Software froze Machine name was changed in Control Panel Network Identification ComputerN ame Reinstall BCMS Vu Server software You do not have to first uninstall it Can t start BCMS Vu Server except in simulator mode Hardware key was not installed before BCMS Vu Server software was started Attach hardware key and restart BCMS Vu Server software Refer to the Installation Guide and instructions that accompany the hardware key DEFINITY system connection test does not pass Cannot connect to DEFINITY system The data module is being used to connect to the switch and the wrong cable is being used to connect the PC to the data module Use the correct cable The data module is being used to connect to the switch and the cable between the PC and data module is not connected properly Properly connect the cable between the PC and data module Refer to Chapter 3 Installing the Data Module and Hardware Key in BCMS Vu Software R2 V3 Installation Guide 10 2 Resolving Problems Troubleshooting Starting Connecting Problems Problem Probable Cause Action continued DEFINITY system connection test does not pass Cannot connect to DEFINITY system continued DEFINITY system connection test does not pass Cannot connect to DEFINITY s
37. The New window appears 2 Select Historical Report from the New window Page 1 of the Historical Report Wizard the Select the class of report you wish to create window appears Historical Report Wizard Page 1 of 6 Select the class of report you wish to create The class of report specifies the fields that will be included in the report Class of report Ag Split Skill Trunk VDN Abandoned Calls Split Skill Abandoned Calls WDN Owerflowed Calls Split Skill Overllawed Calls WON 3 Use the drop down list to choose one of the available Historical Report formats 4 Select Next 7 26 Creating a Historical Report Working with Reports Page 2 of the Historical Report Wizard appears The contents of this window depend on what you selected in step 3 but it will be similar to the window in the following illustration Historical Report Wizard Page 2 of 6 Select the agents you wish to include in the report Available Agents Selected Agents 4202 T10 Agent 4202 4208 T10 Agent 4208 4203 T10 agent 4203 Add All gt 4212 T10 agent 4212 4204 T10 Agent 4204 4100 Manual agent 41 4205 T10 agent 4205 4201 T10 agent 4201 4206 T10 Agent 4206 Add gt 4207 T10 agent 4207 4211 T10 Agent 4211 4213 T10 agent 4213 4214 T10 agent 421 4 4215 T10 agent 4215 lt Remove All 4216 T10 agent 4216 8 Chapter 7 421 T10 agent 421 4218 T10 agent 421 FAN statinn AAN2 zl Help C
38. The COM Port 00 10 38 Repairing a Corrupted Database 00 cee eee eee eee ee 10 38 Using a Terminal Emulator 20 0 0 cece cece 10 39 Opening HyperTerminal and Setting Options 10 39 Error Cod ent e Mod deeb tr hes Moa eas 10 46 GOSS ANY sos Steed ee sa Mise See ise ce Mee Brad ea Cod site A eR eae RSE ORY GL 1 TOC xii Preface Introduction Note In this guide the term DEFINITY system refers to DEFINITY ProLogix DEFINITY ECS Generic 3 Version 4 G3V4 R5 or later and DEFINITY ONE Communications System R2 DEFINITY ONE Welcome to the BCMS Vu call center monitoring software from Avaya This document explains how to use BCMS Vu software This section includes the following topics Audience Contents of this document Conventions used in this document Related documents Introduction P 1 Preface Audience You will find this user guide helpful if you are A call center manager server administrator who needs to store and display data from a DEFINITY system This guide tells you how to Configure BCMS Vu software Manage the software Download historical data from the DEFINITY system Register clients so they can access the server Register wallboards Manage data Inspect the error log A split skill supervisor who needs to review the present and previous status of a call center This guide tells you how to Create real time
39. Trace Report tra Historical Report his 4 From the available files list highlight the report you want to open 5 Select Open BCMS Vu opens the report 7 36 Opening a Report Working with Reports Changing the Properties of a Report To change the properties of a report after you have created it do the following 1 Open the report and make it the active report by clicking on its title bar 2 Select the Report Properties toolbar button or From the Edit menu select Report Properties The appropriate report Properties Wizard which is the same wizard you used to create the report starts 3 Follow the directions in the Report Properties Wizard The changes take effect as soon as you finish working in the wizard If you select Cancel at any point in the wizard the changes are discarded Changing the Properties of a Report 7 37 E Fu Q 2 a f a Working with Reports Printing Reports The BCMS Vu software lets you print Real Time Text Reports and Historical Reports to your local postscript or network printer To print a report 1 Create or open the report 2 Make the report the current window 3 Select the Print button on the Historical Report s window or on the toolbar or From the File menu select Print Report The Print window appears 4 Be sure the correct printer is displayed If it is not use Print Setup to select a printer 5 Define a print range
40. Vu Client Basics Menu Item Action Cancel Terminates an active broadcast message Broadcast Connect Attempts to establish a connection with the Server If a connection is already established this command is disabled Disconnect Breaks the connection with the Server If there is no active connection with a Server this command is disabled Schedule Lets you schedule the printing of Historical Reports at Historical a later date Reports The BCMS Vu Client Main Window 3 11 fog im Q 2 a f a BCMS Vu Client Basics View The View menu has the following items Menu Item Action Toolbar Shows or hides the toolbar Status Bar Shows or hides the status bar Error log Displays the error log Because the error log is stored on the Server this item is disabled when the client is not connected to a Server Window The Window menu has the following items Menu Item Action Tile Arranges windows in non overlapping tiles Cascade Arranges windows so that they overlap list of open reports Goes to a specified report Available only when one or more reports are open Help The Help menu has the following items Menu Item Action Help topics Displays a list of help topic categories About BCMS Vu Displays version and copyright information about BCMS Vu 3 12 The BCMS Vu Client Main Window Toolbar The following BCM
41. a E a Bes Serv o ea ce ote ls E eh Poe Bogs H hardware Key o o o o o o 2 3 hardware required 1 5 Hep ie hse dens hy RE eG ak We tea id 3 14 Customer Service 1 10 documentation 1 10 Online ei gd ease Bad oe Odo 1 10 Help menu Client s oe edi BAe SASS 3 12 Server 2 6 ce edb Bae Got Shs aH 2 14 Help Topics menu item Client ecg es Bah bok Ages a s SS 3 12 SOrver 252 08 od Ht Seas alae ee ae 2 14 Help Topics toolbar button Client 4 ew Se eh de 3 14 DELVE Ane cit as Mla the a 2 16 historical data daylight savings considerations 4 11 downloading o o 4 8 location Ofo o o o o o oo 4 10 preventing loss of 6 2 storage space needed 4 11 Historical Reports 6 1 7 35 Abandoned Calls Split Skill 6 3 Abandoned Calls VDN 6 3 Agent bi ce oe tee eae da 6 3 Agent Summary 6 3 attributes ce Gree hele Lge eS 6 6 Creating e oe ES 6 4 7 26 data items 2 6h ean be eg a ai 6 6 EXPOTtING he a a ae e 6 8 format of time columns 6 5 7 33 OPENING cine oa e a A 6 4 7 36 Overflowed Calls Split Skill 6 3 Overflowed Calls VDN 6 3 A are 6 a wee 10 9 Sample sok ra eee Sd 6 5 SAVIA gt Seva Sgn Bike of GOR eed aye die 7 34 scheduling printingof 7 39 Split SkUM occ cid Aso Wee a 6 3 Trunks dn ee NA ee 6 3 types of hrs eae dba tad 6 3 M
42. a compact disc but printer drivers were not installed insert the compact disc that contains the Windows 2000 or NT 4 0 program into your compact disc drive Be sure the correct path to the drive is in the text window and select Next The printer administration will be completed 10 14 Resolving Problems Troubleshooting Historical Report Problems Problem Probable Cause Action continued When you try to open a historical report the following error message appears There is no default print er To install and select a default printer open the Start button choose Set tings Select Printers and then select Add Printer continued No printer is administered for the PC Before you can open a historical report a fictitious printer name must be administered and made the default printer even if no printer is available to the PC If Windows 2000 or NT 4 0 was installed on your hard drive from a network drive enter the path to the network drive directory that contains the Windows 2000 or NT 4 0 program and select Next The printer administration will be completed When you try to export a historical report to Excel 5 0 by selecting Excel 5 0 XLS in the Format box of the Export window the second window that appears labeled Choose Export File allows you to save the file only in Excel 4 0 format in the Save as type box Crystal Report problem If
43. a data module is required for connection Differences between R2 Version 2 and R2 Version 3 BCMS Vu software supports connection to DEFINITY ECS and ProLogix via LAN For more information refer to serverreadme txt file on the CD ROM Operating Environment To install BCMS Vu Software R2 you must have at least the following hardware and software For the BCMS Vu Server PC O A single processor Pentium O Windows NT Server or Workstation with at least Service Pack 4 installed on the PC Windows 2000 Professional or Server 64 MB of main memory Up to 500 MB 512 000 KB of disk space For splits skills agents VDNs and trunk groups measured by BCMS the following formula is an approximate guide to the space required in megabytes for each day 5 historical data when the interval measured is an hour When the interval is a half hour use 185 instead of 370 in the formula splits skills agents trunk groups VDNs 370 BCMS interval in hours Differences between R2 Version 1 and R2 Version2 1 5 Q a a f a Introduction OO OF l A double speed CD ROM drive Note If you install the software from a remote network drive the machine on which the software is installed either Server Client or Wallboard does not need a CD ROM drive One external serial port if a data module is used to connect to a DEFINITY system or a Network Interface Card NIC to connec
44. agent The calculation is AVG TALK TIME Total ACD Talk Time Total ACD Hold Time ACD Calls Avg Talk Time Agent The average duration of ACD calls for all internally measured splits skills the agent was logged into This value includes time spent talking but does not include the amount of time the agent was holding an ACD call or ring time at the agent The calculation is AVG TALK TIME Total ACD Talk Time Total Number of ACD Calls Answered Data Items Historical Reports 9 13 N im Q a a f a BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Item Report Type Definition Avg Talk Time Calls Busy Disc Split Skill VDN The average amount of time agents talked on ACD calls split skill and direct agent for this split skill The calculation does not include time that the call was ringing at an agent or time the call spent on hold The calculation is AVG TALK TIME Total ACD Talk Time Total Number of ACD Calls Answered The total number of calls that were forced busy or forced disconnect during the current interval Conn Calls VDN The total number of calls completed during this interval that routed to a station attendant or announcement and were answered there or calls that were answered in an unmeasured split skill Extn Calls Agent The total number of non ACD incoming and outgoing calls compl
45. and putting it into a report You do this from BCMS Vu Client After a report has been created you can print it immediately save it and schedule it to be printed later You do this from BCMS Vu Client This section describes the following topics Data on the DEFINITY system Categories of Historical Reports Creating and opening Historical Reports Sample Historical Report Historical Report attributes Scheduling Historical Reports Exporting Historical Reports Historical Report Basics 6 1 About Historical Reports Data on the DEFINITY system BCMS stores data on the DEFINITY system in two formats interval and daily Interval data is stored on the DEFINITY system in increments of a half hour or an hour The interval length is set at the DEFINITY system not from BCMS Vu For example if the DEFINITY system stores data in half hour intervals each line of a report created from interval data presents a half hour s worth of data If the DEFINITY system stores data in intervals of an hour each line of a report created from interval data will present an hour s worth of data However the DEFINITY system can store no more than 24 intervals worth of data before it deletes the oldest data to make room for the most recent Thus data stored on the DEFINITY system can be no older than 12 hours if the DEFINITY system stores in half hour intervals or 24 hours if the DEFINITY system stores in hour intervals Daily data is stored on th
46. and saved a Real Time Pie Chart report you access the report using the Open Reports option on the File menu Real Time Pie Chart reports give a quick idea of the relative values of different BCMS items in a pie chart format Each segment represents the value of a different data item and is presented in a different color or pattern The value of the data item is displayed next to the pie segment and a legend identifies the data item represented by each segment and shows the value of each segment as a numerical value If no data is available a window similar to the following illustration appears Agent work states summary pie chart Unsaved Split Skill 51 CVS 51 Total Available Of Total ACD Off Total ACW 0 Total AUX Of Total Extn 07 Total Other Of Pie charts do not give visual or audible indication of alerts when thresholds are reached About Real Time Pie Chart Reports 5 9 Report Basics You cannot select which data items will be displayed in a pie chart unlike in a bar graph report Only those attributes that add up to a whole domain are allowed in pie charts and there is only one set of such attributes for Agent Work State for Split Skill Agent Call Summary and VDN Call Summary reports Real Time Pie Charts cannot be printed This section includes the following sub sections Categories of Real Time Pie Chart Reports Sample Real Time Pie Chart Report Real Time Pie Chart Report attributes Note
47. applies to that data item on all graphs text reports and Wallboard Displays created by that Client For each threshold you can specify that the alert be visual visual and audible or disabled Audible alerts An audible alert is a beep from the PC onl vo w Q S Q Visual alerts If the default palette is used visual alerts appear as follows Ina Real Time Graph Report a visual alert is indicated by the item bar color changing to red when the item is outside either of the set warning threshold values The item bar color changes to yellow when the item is outside the set caution threshold values Configuring BCMS Vu from the Client 4 17 Configuring and Managing the BCMS Vu Software In a Real Time Text Report a visual alert is indicated by the background color of the item text changing to red when the item is outside either of the set warning threshold values The background color changes to yellow when the item is outside the set caution threshold values In a Wallboard Display a visual alert is indicated by the item text color changing to red when the item is outside either of the set warning threshold values The item text color changes to yellow or amber when the item is outside the set caution threshold values Palette settings do not affect wallboards In a Time Trace Report the horizontal bands in the warning zones turn to red when the item is outside the set warning threshold values The horizontal
48. call on HOLD and made no other state selections Have a call ringing at their voice terminals Are dialing a number to place a call or activate a feature All agents in the Other state are unavailable for ACD calls Total Staffed Split SkillDe tail Graph The number of agents currently logged into the split skill Staffed equals available agents agents on ACD calls and agents in ACW AUX and Other VDN Name VDN The name of the VDN being reported If the VDN does not have a name administered this field displays EXT XX XXX where XXXXX is the VDN s extension 9 8 Data Items Real Time Reports BCMS Vu Real Time and Historical Data Items Data Items Historical Reports Data Item Historical Reports Data Report Definition Item Type All Busy Trunk The percentage of time that all the trunks in this trunk group were busy on calls or maintenance busy during this interval The calculation is ALL BUSY Total time all trunks busy x 100 Time Interval where all trunks busy is the sum of all times when all trunks were simultaneously busy In Service Split Skill The percentage of ACD calls completed during the interval that Level were answered within the administered service level IN SERVICE LEVEL acceptable x 100 offered where acceptable are ACD calls answered whose wait time was less than or equal to the administered service
49. consider the following Real Time Graphs Real Time Pie Charts and Wallboard Displays are not just different ways of displaying the same data Each has strengths and weaknesses Real Time Text reports display the same information that is available on a BCMS SAT screen You can be notified of thresholds being met on all types of real time reports except Real Time Pie Charts You use a Real Time Text report when you want to report on a large number of items Real Time Graph report Real Time Pie Chart report or Wallboard Display to report on a smaller number of items e Time Trace report when you want a visual display showing how one item changes over time When you decide between a Real Time Graph Real Time Pie Chart or Wallboard Display you should consider the following Real Time Graphs are easy to monitor for anomalies and imbalances For example you can monitor several splits skills agents or VDNs on one graph Real Time Pie Charts indicate the balance for one split skill agent or VDN by showing the relative values of certain items Wallboard Displays are easy to monitor for actual values and for values that vary widely For example you might display oldest call waiting values for several splits skills You can open several Real Time Graphs Real Time Pie Charts and Wallboard Displays at the same time This means that you can be very flexible about how data are grouped and displayed You can send da
50. contains the following information E Ignore Number Ignore Date and Time The time at which the incident occurred Severity 0 Error 2 Warning 1 Information Logged by The Client name ID 8601 Successful connection 8602 Failed to connect 8603 Normal disconnection 8604 Abnormal disconnection Details Textual description of the error If the Client fails to connect to the Server the textual description of the entry describes in more detail the cause of the problem and the error number of the problem Refer to Error Messages in this chapter and use this error number to track the real cause of the problem The connection log is found at C Program Files Avaya BCMS Vul Client Connection log and must be viewed in Notepad or any other ASCII editor 10 36 Connection Log Troubleshooting Troubleshooting the Data Module Verifying the COM Port If the DEFINITY system connection test does not pass l Verify that the cable between the data module and the PC serial port is properly connected If it is go to step 2 If it is not correctly connect the cable between the data module and the PC serial port If the problem still exists replace the cable to be sure you do not have a faulty cable If the problem still exists go to step 2 Verify that you have selected the correct COM Port for the data module If you have go to step 3 If you have not change the COM Port selection Go to Setting Up The COM Port on pag
51. eee 5 21 Characteristics of Time Trace Reports 00 0 cee eens 5 22 Sample Time Trace Report 0 cece eee eee 5 23 Creating a Time Trace Report 0 0 cee 5 23 Time Trace Report Attributes 0 0 cece eee 5 24 Chapter 6 Understanding Historical Reports ooooooooooo 6 1 Historical Report Basics 1 0 1 eee eee teens 6 1 Data on the DEFINITY system 0 0c cee eee eee 6 2 Categories of Historical Reports 2 0 0 0c cece eects 6 3 Creating Historical Reports 0 eee eens 6 4 Sample Historical Report 20 0 eee eee eee ee 6 5 Historical Report Attributes 0 0 eee ee 6 6 Scheduling Historical Reports 0 0 0 0 0 e eee eee ene 6 7 TOC xi Table of Contents Exporting Historical Reports 20 0 cee eee cee eee 6 8 Chapter 7 Working with Reports 0 ccc cece cece cece e eee eeees 7 1 O VEIA WI A kee es 7 1 Creating a Real Time Graph Report 0 0 cece eee 7 2 Creating a Real Time Pie Chart Report 0 0 c eee eee ee eee 7 7 Creating a Real Time Text Report 0 0 cece cece eee 7 10 Creating a Wallboard Display 0 0 eee cee 7 13 Creating a Time Trace Report 11 0 eect teens 7 22 Creating a Historical Report 0 2 0 0 eee eee eee 7 26 Saving a Repor sepeser ose ode Ane ir ddeoe gene Eset seh eg abe ened 7 34 Closing a Reports ss ri be eek vies He ete io eens 7 35 Opening a Report 15 6
52. file space Received a message size reporting a virtual memory Always use at least the file size error or memory allocation recommended by Windows are 1 Select Control Panel System Performance 2 On the Performance tab in the Virtual Memory box select Change 3 In the box labeled Total Paging File Size for all Drives note the number next to Recommended 4 Enter this number in the box labeled Maximum Size MB 5 Select Set 6 Exit the Control Panel 10 30 Resolving Problems Troubleshooting Miscellaneous Problems Problem Probable Cause Action For Windows 95 or 98 Insufficient memory Always use at least the file size Received a message allocated for paging file recommended by Windows reporting a virtual memory size error or memory allocation error 1 Select Control Panel System Performance 2 On the Performance tab select Virtual Memory 3 Activate the radio button next to Let Windows manage my virtual memory settings 4 Select OK 5 Exit Control Panel One or more of the Server connection to Stop the Server application following happens network is broken and restart it Server and Client e Clients freeze for programs should recover over a minute then post error message telling that network connection from Server is broken yet in the configuration diagram the Server indicates that Cli
53. in queues in vector processing and ringing at an agent s station Total ACD Split SkillDe Total number of ACD calls that were answered by this agent for tail Graph this split skill that completed during the current interval Calls in process are not counted until they are completed N Q a a f a Total ACW Split Skall The number of agents in this split skill who are currently in ACW Detail Graph mode for this split skill Refer to the Glossary for a description of After Call Work ACW mode For G3V4 agents on extension calls from ACW are not included in the Total ACW For the DEFINITY system agents on extension calls from AUX or from AI M1 are included in the Total AUX Ifan agent is in ACW mode for another split the agent is included in the Other state count for this split Total AUX Split SkillDe The number of agents in this split skill who are currently in the tail Graph AUX work mode for this split skill For G3V4 agents on extension calls from AUX or from AI MI are not included in the Total AUX For the DEFINITY system agents on extension calls from AUX or from AI MI are included in the total AUX Ifan agent is answering a call from another split skill or is in ACW work mode for another split skill that agent is not considered in AUX work mode for this split skill and is not included in this number The agent is included in the Other state count Data Items Real Time Reports
54. level for the split skill and ay im Q gt a a f a offered includes all calls that queued to the split skill those that were answered those that abandoned those that outflowed and those that were queued to another split skill and were handled in that split skill Data Items Historical Reports 9 9 BCMS Vu Real Time and Historical Data Items 9 10 Data Item Historical Reports Data Item Report Type Definition In Service Level VDN The percentage of ACD connect calls that completed during the current interval and that were answered with the administered service level for this VDN Calculated as follows IN SERVICE LEVEL x 100 acceptable calls offered where acceptable is the number of answered calls whose answer time was less than or equal to the administered service level for the VDN and calls offered is the total number of calls that accessed the VDN and completed during the current interval This field is blank if no calls have been recorded for this time interval This field is also blank if no Acceptable Service Level is administered on the VDN form Time Maintenance Trunk The percentage of time that one or more trunks were busied out for maintenance purposes The calculation is TIME MAINTENANCE Total Maintenance Busy Time x 100 Time Interval x Number of Trunks in Group where Total Maintenance
55. necessary for accurately reporting DEFINITY system data We strongly advise you to download data for half hour intervals at least twice a day and for hour intervals at least once a day Be sure to carefully read Downloading Historical Data on page 4 22 and How the DEFINITY System Stores Data on page 4 23 4 8 Configuring BCMS Vu from the Server Configuring and Managing the BCMS Vu Software This wizard is pages 4 6 of the wizard you are presented when you start BCMS Vu Server the first time The same wizard appears when you choose First Time in the Options Configure menu To schedule downloads of historical data 1 In the Options Configure menu select Downloads 2 In the window that appears be sure the box next to Enable Downloading of Historical Data is checked 3 Select Next The Specify the time at which window appears 4 Inthe Upper box enter the time of day when you want the first download of the day to occur Use the time format specified on the Time tab of the Regional Settings Windows application 5 In the lower box enter in hours how often you want downloads to occur For example if you enter the number 6 downloads occur every six hours Configuring BCMS Vu from the Server 4 9 wt al a 2 a K a Configuring and Managing the BCMS Vu Software 6 Be sure that the correct path for the folder where the data is stored appears below the words Data
56. of the Wallboard Wizard appears Wallboard Properties Wizard Page 2 of 6 im Q a a f a Select the type of data you wish to display Split Skill summary Split Skill details VDN summary Help Cancel lt Back Finish Select the radio button next to the type of data for example Split Skill Agent summary VDN summary that you want to show on this Wallboard Display Select Next Page 3 of the Wallboard Wizard appears Creating a Wallboard Display 7 15 Working with Reports The content of this window depends on the category of data you chose to display in Page 2 of the wizard For example if you chose Agent summary in Page 2 of the wizard the following window appears Wallboard Properties Wizard Page 3 of 6 Selectthe split skill for which to display agent data Split Skill name 51 CVS 51 Available Agents Selected Agents 6204 T10 sta 6204 6201 T10 sta 6201 6205 T10 sta 6205 PETE 6202 T10 sta 6202 6206 T10 sta 6206 6203 T10 sta 6203 6207 T10 sta 6207 6208 T10 sta 6208 Add gt 6211 T10 sta 6211 6212 T10 sta 6212 6213 T10 sta 6213 lt Remove 6214 T10 sta 6214 6215 T10 sta 6215 lt Remove All 6216 T10 sta 6216 6217 T10 sta 621 6 Select the items you want to report on a If there is a Split Skill name pull down menu on the wizard page select one item from the menu b From the Available list choose the splits skill
57. report and you can choose whether to sort data according to the name or number of a split skill agent or VDN However you cannot choose what attributes are measured When the value of an item in a Real Time Text Report triggers a visual alert the background of the text changes to yellow caution or red warning Note If there is no data available from the DEFINITY system zeros appear in this report as the values of items This section describes the following topics Categories of Real Time Text Reports Sample Real Time Text Report Real Time Text Report attributes N im Q 2 lozi a About Real Time Text Reports 5 13 Report Basics Categories of Real Time Text Reports There are three categories of Real Time Text Reports System Summary Real Time Text Report Displays predetermined attributes of one or several splits skills that you select Split Skill Summary Real Time Text Report Displays predetermined attributes of a single split skill that you select VDN Summary Real Time Text Report Displays predetermined attributes of one or more VDNs that you select Note The VDN Real Time Text Report is available only if the Vectoring feature is administered on the DEFINITY system Sample Real Time Text Report Below is an example of how Real Time Text reports appear in BCMS Vu Es Split Skill summary text report Unsaved Split Skill 3 Date 14 02 TUE OCT 15 1996 Spli
58. the sections BCMS Vu R2 lets you choose among four different color schemes and a gray scale scheme for a total of five different ways to differentiate between various sections of a graph pie chart and time trace When you select a new color palette that set or combination of colors applies to all graphs pie charts and time traces you cannot apply one set of colors to one kind of report and a different set of colors to another kind of report at the same time To configure a color palette 1 In the Options menu select Configure 4 16 Configuring BCMS Vu from the Client Configuring and Managing the BCMS Vu Software 2 Select Color Palettes The Color Palettes Configuration window appears 3 Select the radio button next to the graphic that displays the set of colors you want to activate 4 To visualize what the colors will look like before you exit the configuration window select Apply 5 To close the Color Palettes Configuration window select OK Thresholds and Maximum Values Configuration Thresholds BCMS Vu software can display or sound an alert in all reports except Pie Charts and Historical Reports whenever a specified item exceeds or falls below a pre selected value Each Client sets its own threshold values and these values do not apply to reports created by other Clients Thresholds are set for each data item not for each report Therefore once a Client sets a threshold for a data item the alert
59. this command is disabled View The View menu has the following items Menu Item Action Toolbar Shows or hides the Toolbar Status Bar Shows or hides the Status bar Error log Displays the Error log System Produces a graphic representation of the DEFINITY Configuration system the Server and the Clients connected to the Server Window The Window menu has the following items Menu Item Action Cascade Arranges windows so that they overlap Tile Arranges windows in non overlapping tiles Help The Help menu has the following items Menu Item Action Help topics Displays a list of help topic categories 2 14 The BCMS Vu Server Main Window BCMS Vu Server Basics Menu Item Action About BCMS Vu Shows version copyright and other information about the BCMS Vu software Toolbar The following BCMS Vu toolbar buttons provide quick ways to start common BCMS Vu tasks Icon Name Command N E Download Downloads latest historical data 5 Historical Data r iS Terminate Terminates historical data download that is in Download progress Delete Records Deletes old records from the database a Be Repair Performs maintenance on the historical database hp Database Re Connect Establishes a connection to a switch yy Disconnect Breaks the connection to a switch oe The BCMS Vu Server Main Windo
60. to display 8 When all the data items you want to display are in the Selected Items list select Next 7 4 Creating a Real Time Graph Report Working with Reports The Select orientation of the bar chart window appears Real Time Graph Properties Wizard Page 4 of 4 Select the orientation of the bar chart Vertical Bars Horizontal Bars Select the grouping ofthe bar chart data By agent By data item Help Cancel lt Back Next gt 9 a Select the radio button next to Vertical Bars or Horizontal Bars depending on how you want the bars in the chart to align themselves b Select the radio button next to either By split skill or By agent or By VDN as appropriate or By data item depending on how you want the data arranged on the report Refer to Sample Real Time Graph Report on page 5 5 for examples of the two ways of displaying Real Time Graph Reports 10 To close the wizard and display the report select Finish The Graph Properties Wizard closes and the Real Time Graph you have just defined appears on the BCMS Vu main window Creating a Real Time Graph Report 7 5 E Fu Q 2 a f a Working with Reports If you choose Agent summary in the first wizard window and By split skill in the fourth wizard window your report resembles the following illustration Mf Agent summary bar graph Unsaved
61. to the BCMS Vu Server PC Remote access is possible only when pcANYWHERE software is open and set up as a host PC Because pcANYWHERE software allows a remote PC to access the We BCMS Vu Server PC it is essential that you take the following precautions While installing pcANYWHERE software do not select the Autoload option The Autoload option starts pcANYWHERE each time the computer is turned on Do not start pc ANYWHERE software unless you are asked to do so by Avaya Services and be sure to close it immediately afterwards If you must leave pcANYWHERE software open at all times for your own purposes use a password that is not related in any way to the passwords you use to access the DEFINITY system or BCMS Include characters in the password that are not alphabetic use numbers special characters Do not make this password widely known Refer to the ppANYWHERE user s guide for instructions on establishing passwords Software for Maintenance Contracts 1 11 Introduction 1 12 Software for Maintenance Contracts BCMS Vu Server Basics Introduction This chapter describes the main features of BCMS Vu Server software It includes the following topics What can I do using BCMS Vu Server Starting BCMS Vu Server software Disconnecting BCMS Vu Server from a DEFINITY system Reconnecting BCMS Vu Server to a DEFINITY system Exiting BCMS Vu Server software Understanding the BCMS Vu Server main window Using
62. twenty four hours Remember however that the intervals you choose for downloading data from the DEFINITY system are not necessarily the same as the intervals at which data is stored on the DEFINITY system Be sure that you download data often enough so that none is lost For example if the DEFINITY system saves interval data every half hour you should download interval data at least every twelve hours 24 intervals to make sure none is lost Backing up the Historical Database If you want to perform periodic archives of the historical database to keep its size reduced do the following 1 In the database directory select the file histdb mdb wt al a 2 R f a 2 Copy the file to another location For security you may want to keep a copy on a different external disk 3 In the database directory copy the file empty mdb to the database directory 4 Rename the copy of empty mdb file to histdb mdb Managing BCMS Vu Historical Data 4 23 Configuring and Managing the BCMS Vu Software Removing Historical Data from the PC BCMS Vu stores historical data until you remove it You may need to periodically remove data to prevent your disk from filling up and to keep the performance of your reports acceptable This can be done through automatic purging of database records We suggest that you back up the historical database before removing old database records For splits skills agents VDNs and trunk groups measure
63. using the correct username password combination Try manual login on SAT 10 20 Resolving Problems Troubleshooting Real Time Report Problems Problem Probable Cause Action Real Time reports do not When DNS is used on a Edit the host file run on the client PC Client with Windows 95 or 98 the Server must have a 1 Using an editor open lt 3 WINNT System32 line added to the Hosts j file drivers etc Hosts 2 Insert the following line if it is not there already with the other Hosts lines lt client IP address gt lt tab gt lt client PC Name gt domain lt tab gt PC Name For example if the client PC host name is BCMSVuPC the domain is ABCINC com and the IP address is 123 123 123 123 add the following line 123 123 123 123 lt tab gt BCMSVuPC ABCINC com lt tab gt BCMSVuPC 3 Save the file and exit the editor im Q gt a a f a Continued on next page Resolving Problems 10 21 Troubleshooting Real Time Report Problems Problem Probable Cause Action Note The computer name PC Name and identification name must be the same If the PC does not have a domain name the PC Name domain information need not be included This information can be found in Start Settings Control Panel Network Protocols DNS is not configured Configure DNS properly Refer to Configuring a Non Novell LAN Network in
64. you can access data from only one DEFINITY system at a time The data modules cannot be used to connect to the DEFINITY ONE system You specify the connection information for a given DEFINITY system and give this set up a name through the Switch Connection Configuration Wizard When you start the Server software you select the name of the connection you want To connect to a DEFINITY system 1 From the Options Configure menu select Switch Connection or From the Options Configure menu select First Time The Enter a login and password window appears 4 4 Configuring BCMS Vu from the Server Configuring and Managing the BCMS Vu Software 2 In the Login Name box type the login that will be automatically supplied to the DEFINITY system when you connect to the DEFINITY system The login must match the BCMS Vu login name administered on the DEFINITY system Note This DEFINITY system login must have the following permissions Display Admin and Maint Data System Measurements The DEFINITY system login must not be a service login Refer to BCMS Vu Login and Password in Chapter 2 of BCMS Vu Software R2 Installation Guide 3 In the Login Password box type the password that is associated with Login Name It must match the password for the BCMS Vu login on the DEFINITY system Note Ifthe following conditions exist you must change the password on the DEFINITY system and in BCMS Vu Server for that l
65. you choose Excel 5 0 XLS as the format in the Format box of the first window the file will be saved in Excel 5 0 format regardless of the format specified in the second window Resolving Problems 10 15 al Q a R f a Troubleshooting Historical Report Problems Problem When you try to export a historical report to Microsoft Word all pages of the report are labeled Page 1 in the header Probable Cause Crystal Report problem Action In Microsoft Word edit the document header to insert the page number instead of 1 1 In the View menu item select Header and Footer 2 Delete the number 1 after the word Page in the document header Leave the cursor after the word Page 3 In the Header and Footer toolbar select the Page Numbers icon the icon with the pound character 4 Close the Header and Footer toolbar 5 Save the file and if appropriate exit Microsoft Word 10 16 Resolving Problems Troubleshooting Historical Report Problems Problem Probable Cause Action A historical report was The printer that was configured WINDOWS 2000 or NT 4 0 scheduled to print to a file to print to a file was not the f but it was printed on a application default printer If 1 Select Start Settings printer connected to the You set the port ofa printer that Control Panel PC or on the network is not the applicati
66. 0 53 a im Q a a f a Troubleshooting ID Description Resolution 7420 A DEFINITY system command BCMS Vu recovers from this could not be run to completion problem automatically If it happens BCMS Vu retries it often check the DEFINITY system connection serial port and so forth 7499 An unexpected CORBA error has Note the code number given in the occurred code lt number gt exception message and contact Avaya 7500 The session could not be connected Check that the connection is not in use already Otherwise retry restart the Connection Server and if that fails restart BCMS Vu Server 8001 Cannot open file lt file full path Use Explorer to check that the file name gt exists in the location given 8101 Internal software error Contact Avaya 8102 Failed to set database location ODBC call failed Verify that ODBC is set up properly through the ODBC control panel 8103 Crystal Report errors strings A possible cause is no printer driver generated by Crystal Reports installed Install a printer If this does not solve the problem contact Avaya 8104 Error in report definition file Remove the file and reinstall BCMS lt filename gt The report definition Vu Server file is present but unusable 8501 Not enough information given to You must specify both a Server locate a server name and the name of the BCMS Vu Server PC 8502 The current version of the BCMS Vu Upg
67. 3 P pcANYWHERE 1 8 1 11 performance factors 1 10 permissions required 1 9 Print Current Report toolbar button 3 13 Print Reportmenu 3 9 Printer Setup menu 3 10 printing a report 7 38 printing areporttoafile 7 40 problems downloading historical data 10 7 historical reports 10 9 miscellaneous 10 28 real time reports 10 20 starting connecting 10 2 wallboardS 10 24 problems resolving 10 2 R real time administration data updating 4 29 Real Time Graph Reports 5 3 attributes pool ot BLY ae Clay s 5 8 CLOSING aci RS aed aoe ao 7 35 CLEAN ye cy ges Sect dat Medes Lain a nae 7 2 maximum values 5 7 Opening 2 4 2 need ee e wae 7 36 Sample ui oa ee a Ae aes N 5 5 SAVING ea 89 ase Santee ates aed 7 34 types Of toa made ba 5 4 Real Time Pie Chart Reports 5 9 attributes ms e neha 8 eens a 5 12 Closing pa ana aina Fana AR oo Me 7 35 CREAN Gh aie E GaP ae Ge Na 7 7 OPENING gps ee Ree ee Bee 7 36 Sample eii dB sapere Waka Serene ads 5 11 SAVING 3 lt n sea ae LA a de ae Ba 7 34 LY DOSS Sov eee A Be Bae ag 5 10 Real Time Text Reports 5 13 attributes ec tot ae A eS 5 15 CLOSING ea s dad a ee ard 7 35 Creating se eee cae GE Ee ede 7 10 Opening 2 aise bea e
68. 3 9 AA O E ag EARS O SE babs 3 9 Ment Baf e este ed ioe ee oe ne ne aide ee E E EE EEEE 3 9 Files 68 ae et tie tt Get td CTA th A hoo tet RS 3 9 n E a one eoten nh ee bel beta tegea he Shee bed E 3 10 Options rae aes oR Sos agree sacs See te ne ee case bts E 3 10 Mi Words healed casks Le ec A ea 3 12 Window sitas ese eae siete ho nee Ete E ees 3 12 Helechos 3 12 A cece Eea EEE db ENA deca See asian eas 3 13 Status Bats sco ets sobs Shee dle fide ge Oh ee lene e bah 3 14 Report Display Area 20 cece E E A 3 14 Connection Statist ew sade Sah ti Lee Sih Er Dd 3 14 Server Name cae ia 3 15 BCMS Vu Client On Line Help 2 0 0 00 0 ccc eee 3 16 Chapter 4 Configuring and Managing BCMS Vu Software 4 1 Introduction cit A ak ea eran ae ae 4 1 Configuring BCMS Vu from the Server 0 0 eee eee eee 4 3 Connecting to the DEFINITY System 0 0 0 c eee eee eee 4 4 Connecting to and Disconnecting from the DEFINITY System 4 8 Downloading Historical Data 0 2 eee 4 8 Registering Wallboards 0 0 0 0 eee cee eee eens 4 12 Registering Clients ti Ae wages Baie este 4 14 About Shares emi eene e a raa aae T EE a EE aE iaa 4 15 Configuring BCMS Vu from the Client 0 0 0 0 cee eee eee eee 4 16 Activating Alerts ici a See Se 4 16 Configuring Color Palettes A a ASRS See 4 16 Thresholds and Maximum Values Configuration 4 17 A A sen E aE ooh he ack EEE 4 17 Maximum
69. 4 Ifitis displayed in the list of running applications highlight it 5 Select End Process Windows 2000 or Windows NT 4 0 or End Task Windows 95 or Windows 98 Exiting BCMS Vu Client Software 3 7 BCMS Vu Client Basics The BCMS Vu Client Main Window The BCMS Vu Client main window contains the following items as shown in the figure below System menu box Status bar e Title bar Report display area Menu bar e Connection status e Toolbar e Server name System menu box Title bar Menu bar Toolbar F Avaya BCMS Vu Client File Edit Options View Window Help ala ala El sa Alt For Help press Fl Status bar Report display area Connection status Server PC name 3 8 The BCMS Vu Client Main Window BCMS Vu Client Basics System Menu Box Use the System Menu box to carry out common Windows operations such as closing the current window Title Bar The Title bar displays the name of the application in this case Avaya BCMS Vu Client If one or more reports in the report display area are displayed the name of the active report is also shown in the title bar Menu Bar The Menu bar displays the available drop down menu commands The following tables present the options available from each menu en 3 File E The File menu has the following items 5 Menu Item Action New Report Creates a new report Open Reports Opens an existing report Close Report Closes an o
70. 97 140 0 12865 1 5590 140 0 31185 253900 140 y JJ ion D ie 459of459 Total a59 100 delp press Fl a 2 gy BOMSVu5Serwer bemsvwu5 y Note The format of columns that display length of time is minutes seconds Sample Historical Report 6 5 About Historical Reports Historical Report Attributes The following tables list the data items reported in the different categories of Historical Reports Data items are defined in Chapter 9 BCMS Vu Real Time and Historical Report Data Items Agent and Agent Summary Historical Reports ACD Calls Agent Agent Name Average External Time Average Talk Time External Calls Total After Call Total AUX Other Total Available Time Total Hold Time Total Time Staffed 6 6 Historical Report Attributes Split Skill Historical Report Abandoned Calls ACD Calls Average Abandoned Time Average Speed of Answer Average Staffed Average Talk Time Flow In Flow Out Split Skill Split Skill Name Total After Call Total AUX Other Within Service Level Trunk Historical Report Group Group Name Incoming Abandoned Incoming Calls Incoming CCS Incoming Hold Time About Historical Reports VDN Historical Report Abandoned Calls ACD Calls Average Abandoned Time Average Talk Hold Time Average Speed of Answer Calls Busy Disconnected im Q 2 oi f a Outgoing Calls Connected Calls Outgoing CCS Calls Offered Outgoing H
71. A EE PRG Oe See a 7 36 Changing the Properties of a Report 0 eee ee eee 7 37 Printing Reports sea pt SN eh ee E etches 7 38 Scheduling the Printing of a Historical Report 0 00 00 000 7 39 Using the Controls on the Historical Report Window 0 5 7 41 Chapter Displaying Information on External Wallboards 8 1 Introduction p23 SI ade de 8 1 Configuring a Wallboard s o nose o e a cee eens 8 2 Starting BCMS Vu Wallboard Software 0 0 00 eee eee eee 8 2 Exiting BCMS Vu Wallboard Software 0 0 0 eee eee een ee 8 2 Sending a Wallboard Display to an External Wallboard 8 3 Broadcasting a Message on an External Wallboard 00 8 4 Cancelling a Broadcast Message 0 2 0 cece eee eens 8 7 Chapter 9 BCMS Vu Real Time and Historical Report Data Items 9 1 Introduction A hae ee ha on ea ee ae tee 9 1 Data Items Real Time Reports 0 0 ccc eee eee eee 9 2 Data Items Historical Reports 00 0 cee cece eee eens 9 9 Chapter 10 Troubleshooting 0 cece cee cece cece cece ee eeee 10 1 Introducir GOOF eee BRE Roe ee Hd 10 1 Resolving Problems 0 cece cece t eee tenes 10 2 Error OG ka de NRE oe hy ats Bal ete tendo alates 10 34 Connection Log iii o a Susans 10 36 Troubleshooting the Data Module 0 2 0 2 0 cece eee 10 37 Verifying the COM Port 00 ete 10 37 Setting Up
72. AVAYA BCMS Vu Software R2 V3 User Guide 585 217 102 Issue 3 July 2001 2001 Avaya Inc All Rights Reserved Notice While 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 disclaimer Avaya 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 disclaimer Avaya 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 Warranty Avaya Inc provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In a
73. Administrative Requirements In order to view data on BCMS Vu reports you must have the login name and password for the DEFINITY system to allow the Server PC to access BCMS data For the PC to be able to access BCMS data on the DEFINITY system the login must have the following permissions Display Admin and Maint Data System Measurements Lack of these permissions prevents reports and or downloads from functioning properly Do not use the craft login or any service Login ID as the BCMS login If you need to create these permissions contact your DEFINITY system administrator For non EAS installations If the System Parameters Customer Options Field bcms loginIDs is set to y the Feature related System E 29 Parameters Field Validate Login IDs must also be set to y In this case if Validate Login IDs is not set to y Agent Reports will not function properly Administrative Requirements 1 9 im Q a R f a Introduction Performance Considerations There are three general criteria you should keep in mind when you use the BCMS Vu software The larger the call center the more disk space is required to store historical data For example a small call center with one trunk group five VDNs five splits skills and ten agents using an interval of a minute will require approximately 57 KB a day acall center with three trunk groups ten VDNs 20 splits skills and 40 agents using an inter
74. BCMS Vu Server from a DEFINITY system without closing the Server application you can reconnect to a DEFINITY system by doing the following In the Options menu select Connect or Select the Connect toolbar button The Server Identification window refer to page 2 5 appears Highlight the Server name that will connect to the DEFINITY system you want to monitor and select Connect 2 8 Starting BCMS Vu Server Software BCMS Vu Server Basics Exiting BCMS Vu Server Software Do not exit BCMS Vu Server while any client is connected to the Server or you may experience problems You can exit BCMS Vu Server software using any of the standard Windows methods including e Select Exit from the File menu Select the Close button in the upper right corner of the main window e Select Close from the System drop down menu box Note BCMS Vu can take a while to shut down If you experience problems with other applications not working properly you may want to make sure that the BCMS Vu software shut down completely and end the task if it did not To do this complete the following steps N im Q 2 a O 1 Press CTRL ALT DEL to open the Windows NT Security window 2 Select Task Manager 3 In the Windows NT Task Manager window look for BCMSVu Server 4 If itis displayed in the list of running applications highlight it 5 Select End Process Exiting BCMS Vu Server Software 2 9 BCMS
75. BCMS Vu software but are not The Server Identification window appears Server Identification To connectto a BOMS Vu Server select the Server name from the list below and click the Connect button To add a Server name to the list double click the Add Server icon or click the Add button Chapter 2 Server Names fal Add Server El BCMSVuServer Connect Save Cancel Help 5 Highlight the name of the server that will connect to the switch you want to monitor and select Connect The first time you open BCMS Vu Server accept the default BCMS VuServer as the Server name 6 Ifthe name of the Server to which you want to connect is not in the list of server names select Add Server or Add Starting BCMS Vu Server Software 2 5 BCMS Vu Server Basics A second Server Identification window appears a In the second Server Identification window enter the name used to identify the server you want to add to the list b Select OK The second Server Identification window disappears and the first Server Identification window becomes the active window c If you want to keep the name of the Server you just added in the list of Servers select Save d Highlight the name of the Server you just added to the list and select Connect The Server Identification window disappears Opening BCMS Vu Server the First Time Note The first time you connect to the Se
76. CCS by the number of trunks in a trunk group gives you the maximum occupancy for the trunk group which you can then compare with your actual CCS A CCS example follows x The trunk for this 100 second increment is busy The trunk may not be busy for the entire 100 second increment Ist 2nd 3rd 16th 17th 18th 34th 35th 36th ccs ccs ccs ccs ccs ccs ccs ccs 2 se qJ gt gt gt gt gt 100 100 100 100 100 100 100 100 100 sec sec sec sec sec sec sec sec sec 1800 seconds 1 2 hour 3600 seconds 1 hour Data module A serial communications device used for the asynchronous transfer of data BCMS Vu connects to the DEFINITY system through a data module Note BCMS Vu does not work with analog modems hu PDMs or INADS DEFINITY system The period of time either one hour or one half hour during BCMS interval which measurements are collected in the DEFINITY system At the end of the interval counts are reset to 0 gt ful R n NR O GL 3 Glossary Direct Agent Calling Document Hundred call seconds Interval Other Primary Skill Report Report class GL 4 An EAS capability that makes it possible for a caller to reach the same agent every time and still include the call in the management tracking of the call center as an ACD call This is ideal for claims processing where a client needs to speak with the agent handling the claim See Report See CCS
77. CLIENT LAST ACCESSED send a test message to the wallboard you receive the error message Address claimed by two different wallboards been moved or re arranged causing the wallboard and client to disconnect before the client released the wallboard Therefore the wallboard address appears to be in use THE WALLBOARD do the following steps in order until the wallboard begins to update 1 Close then reopen any open report that is accessing the wallboard If more than one report is open you can use Report Properties to find the report that is accessing the problem wallboard Alternately you can close all reports then reopen a report and send it to the problem wallboard Close the Client or disconnect the Client from the Server then open the Client or reconnect the Client to the Server and send a report to the problem wallboard Close the Server restart the Server and send a report to the problem wallboard Resolving Problems 10 25 im Q Qa oo f a Troubleshooting Wallboard Problems Problem Probable Cause Action If you have more than one Client and DO NOT KNOW WHICH CLIENT LAST ACCESSED THE WALLBOARD do the following steps in order until the wallboard begins to update l Have all Clients close any wallboard report that is accessing the problem wallboard then reopen a report from one Client and send it to the prob
78. CMS Vu Client software and how to access the features of the software Configuring and Managing BCMS Vu Software Describes how to configure BCMS Vu software to use with the DEFINITY system and external wallboards and how to maintain the software and database for maximum results Understanding Real Time Reports Describes the types of real time reports available Understanding Historical Reports Describes the types of Historical Reports available Working with Reports Describes how to create edit save open and print reports Contents of This Document P 3 Preface Chapter 8 Chapter 9 Chapter 10 Glossary Displaying Information on External Wallboards Describes how to display the contents of Wallboard Displays on external wallboards and how to broadcast messages to external wallboards BCMS Vu Real Time and Historical Report Data Items Defines the data items used in reports Troubleshooting Provides possible solutions to common operation problems you may encounter and explains error messages Defines commonly used telecommunications and call center terms that are used in this document and the BCMS Vu software P 4 Contents of This Document Preface Conventions Used in This Document The following conventions are used in this document Bold type Menu names button names option names and file paths on a disk are shown in bold type For example Select Save from the File menu The file is located in C Pro
79. Chapter 2 Value of item does not If the label containing the None appear above vertical bar value of the item is wider in Real Time Graph than the bar the value is not report shown This prevents the numbers overlapping the numbers above adjacent bars Real time report updates Too many open real time Reduce the number of open take longer than thirty reports real time reports Ten clients seconds should each be able to open ten real time reports without impacting performance Download of Historical data Wait until download is is occurring completed Real time text reports do BCMSVu requirements None not state the time and date dictate that time and date on in the regional format real time text reports be in chosen in Windows the same format as on the DEFINITY system 10 22 Resolving Problems Real Time Report Problems Troubleshooting Problem Probable Cause Action JAPANESE only In the Japanese version of BCMSVu R2 column headings of real time text reports are sometimes truncated Default width of column is sometimes too small in Japanese Place the cursor over the vertical line that separates the narrow column from the column to its right Hold down the primary mouse key and drag the vertical line to the right until the column is wide enough to accommodate the column heading Resolving Problems 10 23 im Q a a
80. Client can then send a report or message to any wallboard connected to any PC in the network BCMS Vu Wallboard software must be installed and running on the PC to which the wallboard is connected You register a wallboard from the BCMS Vu Server Note The Wallboard Configuration Wizard is not part of the wizard that appears the first time you run BCMS Vu Server or when you select Options Configure First Time Note Before you can register a wallboard from the server it must already be connected to a PC with Wallboard software installed and running The PC must be on the network 1 Inthe Options Configure menu item select Wallboards The Wallboard Registration window appears Previously registered wallboards are listed under Wallboard Names 2 In the Wallboard Registration window double click on Add Wallboard or select Add 3 Inthe Wallboard Name window enter the name of the wallboard which you want to be accessible to the Clients The wallboard name is an arbitrary designation unique in the network that you assign to the external wallboard It is the name by which you select the wallboard when you want to send a display or message to it You will probably want to give each wallboard a name that describes its characteristics or location 4 Select OK The Specify the name and model type of the wallboard window appears 5 In the Machine name box enter the name of the PC to whi
81. DEFINITY system you must attach the hardware key and restart BCMS Vu Server software Starting BCMS Vu Server Software 2 3 BCMS Vu Server Basics To start BCMS Vu software do the following Refer to the following illustration 2 A 37 Startup Programs K Command Prompt CONDUCTOR 97 Lm Documents Windows NT Explorer 3 a Administrative Tools Common ER Settings a Adobe Acrobat 4 Compas 5 al Find CorelDRAW 7 a ForeHelp 2 1 A TESIT NN a McAfee VirusScan NT gt BCMS Vu Client Help 3 McAfee WebScan i Boms vu Server g ee a Message Manager gt BCMS Vu Server Help 3 y a Netscape Communicator BCMS Yu Server Simulator 5 Bo Shut Down B Startup Client Readme la Training Solutions Server Readme fE WinZip gt Wallboard Readme 1 Select the Start button from the Taskbar 2 Move the cursor over Programs in the Start menu 3 Move the cursor over Avaya in the Program menu 4 Move the cursor over the BCMS Vu Server icon in the Avaya menu and click once 2 4 Starting BCMS Vu Server Software BCMS Vu Server Basics connected to or do not want to connect to a DEFINITY system select the BCMS Vu Server Simulator icon in Start Programs A vaya This is a version of BCMS Vu Server software that simulates a connection to a switch and provides randomly generated data for real time and Historical Reports If you want to become familiar with
82. DN summary depending on whether you want to set a threshold for a split skill agent or VDN data item by selecting the next to the name of the category Select the data item for which you want to set thresholds When you have highlighted the name of a data value the name will appear just above the Maximum Bar Height box on the right side of the window If you want to change the value in the Maximum Bar Height box at this time type the number that you want a fully extended bar to represent For example if you are assigning threshold values for Number of ACD Calls you might select 100 as the Maximum Bar Height If you do this 100 ACD Calls will cause the bar to extend to its maximum length 4 20 Configuring BCMS Vu from the Client Configuring and Managing the BCMS Vu Software 6 Check the box next to the type of warning or caution for which you want to define and activate a threshold If you use the default palette The Upper Warning threshold is the value above which the bar on the graph will appear red You will probably want to make this threshold number less than the Maximum Bar Height The Upper Caution threshold is the value above which the bar on the graph will appear yellow The Lower Caution threshold is the value below which the bar on the graph will appear yellow The Lower Warning threshold is the value below which the bar on the graph will appear red 7 Type the threshold value for
83. Managing the BCMS Vu Software In BCMS Vu Client you use configuration wizards to e Define alerts e Specify palette colors for real time reports Define thresholds and maximum values for items displayed in real time reports You manage historical data when you Download historical data Back up the historical database Remove historical data from the PC Back up folders and files Repair the database Re index the database Compact the database Manage memory allocation A miscellaneous BCMS Vu function you manage is downloading BCMS data After you initially configure BCMS Vu software you can change the configuration options 4 2 Introduction Configuring and Managing the BCMS Vu Software Configuring BCMS Vu from the Server The BCMS Vu Server contains four configuration wizards The Switch Connection Configuration Wizard lets you connect to the DEFINITY system whose activity you want to measure The Downloads Configuration Wizard lets you schedule historical data downloads from the DEFINITY system The Wallboards Configuration Wizard lets you register the wallboards connected to PCs on the network The Clients Configuration Wizard lets you register the Clients that you allow to connect to the Server Normally you run each of these wizards individually The first time you open BCMS Vu Server however you are presented with the Switch Connection Downloads and Clients wizar
84. ON co eek ei Bae es Bes 6 3 IN 3 Index how the DEFINITY system stores data 6 2 L BAN abs Paha ed be bE d 10 33 languages supported 1 8 list of open reports menu 3 12 location of historical database 4 10 Log Era a 4 5 M Mail Application Programming Interface 6 8 main window BCMS VuClient 3 8 BCMS Vu Server 2 10 maintenance software for 1 11 managing the DEFINITY system connection 4 8 MAPI See Mail Application Programming Interface maximum values o oo 5 7 menu bar Clint e fabs dao a A 2 ds 3 9 SOtvelint a scan Sk Gi ASE Sa a es 2 11 menu item Client About BCMS Vu 3 12 Broadcast Message 3 10 Cancel Broadcast 3 11 Cascade bl e oe 3 12 Close Reports o 3 9 Configures e sodio Roe 3 10 Connect to Server 3 11 Disconnect from Server 3 11 Ed a ad werd AS 3 10 Erot LOS seas do ie ab 3 12 E sent QoS eS yk 8 a 3 10 Help eii E a te ere eA es 3 12 Help Topics eV 3 12 listofopenreports 3 12 New Report 0 3 9 Open Reports o 3 9 Optio e aies sey eo Bo Bw es 3 10 Print Report 3 9 Printer Setup 3 10 recently used reports 3 10 Report Properties 3 10 Save Report o o o o 3 9 Save ReportAs 3 9 Schedule Historical Reports
85. R ee Re ee ee 7 36 Sample a dg ae eG as 5 14 SAVING sno ce ae es uss ahead Basen ds 7 34 TYPES a eae tb Ae hee be ee 5 14 recently used reports menu 3 10 reconnecting to the DEFINITY system 4 8 related documents p 6 relative time oca see PA apa ges 7 31 repair database 2 13 2 15 10 38 report display area o 3 14 report properties 0 3 13 Report Properties menu 3 10 Report Properties toolbar button 3 13 LEDO St A a a A 7 2 changing properties 7 37 choosing the appropriate type 5 2 A be eo hog ae Ee ee Re ae a 7 35 OPEN E s e ib Reeds Baca 7 36 Index printing sacl a a A 7 38 printing to a file 7 40 SAVING S eee ar e Gow E 7 34 See Wallboard Display Reports See Historical Reports See Real Time Graph Reports See Real Time Pie Chart reports See Real Time Text Reports See Time Trace Reports PESO tis e Gd ee Wee eel aie od 5 1 6 1 requirements administrative 1 9 disk storage space 1 10 HAWAI a Gk Gm wea a wd 1 5 1 7 non EAS installations 1 9 PCTMISSIONS gt lod e as 1 9 Software js aeu a e aR G aT E RE 1 5 1 7 resolving problems 10 2 S A Aon ak ee E 3 13 savereportas 2 o o e 3 9 Save ReportAsmenu 3 9 Save Reportmenu 3 9 Save Report toolbar button 3 13 savingareport
86. S Vu Historical Data 4 27 Configuring and Managing the BCMS Vu Software Compacting the Database A database can become fragmented It is a good idea to compact the database periodically This ensures the integrity of the database and regains hard drive disk space by reducing the size of the database To compact the database 1 In the Options menu select Repair Database or select the Repair Database button on the toolbar 2 Inthe window that appears select Compact the Database The buttons in the window become gray temporarily When the operation finishes or fails the grayed items become normal If the operation fails an error notice appears 3 To exit the window select Finish Managing Memory Allocation Memory errors may occur if you do not allocate sufficient virtual memory for BCMS Vu We recommend that you allow Windows to manage your memory When you first install BCMS Vu Server Client or Wallboard perform the following steps If a memory error occurs subsequently perform these steps again For Windows NT 4 0 1 Select Start Control Panel System Performance 2 On the Performance tab in the Virtual Memory box select Change 3 In the box labeled Total Paging File Size for all Drives note the number next to Recommended 4 Enter this number in the box labeled Maximum Size MB 5 Select Set 6 Exit the Control Panel 4 28 Managing BCMS Vu Historical Data Config
87. S Vu toolbar buttons provide quick ways to start common BCMS Vu tasks BCMS Vu Client Basics Name Command New Report Creates a new Real Time or Historical Report or Wallboard Display Open Reports Opens an existing Real Time or Historical Report or Wallboard Display Save Report Saves the properties of the active report This button is available only if one or more reports are open Print current report Prints the active report This button is available only if the active report is a Real Time Text or a Historical Report BCMS Vu software supports parallel and network connected printers Report Changes the properties of the active report This Properties button is available only if one or more reports are open Schedule Schedules the future printing of a Historical Report Historical Reports Wallboard Broadcasts a message to an external wallboard Broadcast Server Connect Attempts to connect to a Server If there is an active connection to a Server this button is disabled The BCMS Vu Client Main Window 3 13 fog fom Q a a f a BCMS Vu Client Basics Icon Name Command Server Disconnects from a Server If there is no active A Disconnect connection to a Server this button is disabled Cascade Arranges the open reports so that they overlap one Windows another Tile Windows Displays the open reports in non overlapping til
88. SOFTWARE WILL BE UNINTERRUPTED Some states or countries do not allow the exclusion of implied warranties or limitations on how long an implied warranty lasts so the above limitation may not apply to You This warranty gives You specific legal rights which vary from state to state EXCLUSIVE REMEDY EXCEPT FOR BODILY INJURY CAUSED BY AVAYA S NEGLIGENCE AVAYA S ENTIRE LIABILITY ARISING FROM OR RELATING TO THIS AGREEMENT OR THE Software OR DOCUMENTATION AND YOUR EXCLUSIVE REMEDY IS LIMITED TO DIRECT DAMAGES IN AN AMOUNT NOT TO EXCEED 10 000 AVAYA SHALL NOT IN ANY CASE BE LIABLE FOR ANY SPECIAL INCIDENTAL CONSEQUENTIAL INDIRECT OR PUNITIVE DAMAGES EVEN IF AVAYA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AVAYA IS NOT RESPONSIBLE FOR LOST PROFITS OR REVENUE LOSS OF USE OF THE Software LOSS OF DATA COSTS OF RECREATING LOST DATA THE COST OF ANY SUBSTITUTE EQUIPMENT OR PROGRAM OR CLAIMS BY ANY PARTY OTHER THAN YOU Some states or countries do not allow the exclusion or limitation of incidental or consequential damages so the above limitation or exclusion may not apply to You GENERAL CONDITIONS 1 Governing Law This Agreement shall be governed by and interpreted in accordance with the substantive laws of the State of New Jersey of the United States of America 2 Entire Agreement This Agreement sets forth the entire understanding and agreement between You and Avaya and may be amended only in a writing or writings signed by
89. Select the name of the Server to which you want to connect the client a Ifthe Server s name is in the list of server names highlight it and select Connect fog fm Q O ozi f a b Ifthe server s name is not in the list of server names double click Add Server or select Add The Server Selection window appears c In the Server Selection window enter the name of the new Server you want to create and configure d Select OK The Server Selection window disappears and the Server Connection window reappears e To save the name of the new Server in the list of Server names and connect to it highlight it and select Connect f To save the name of the Server in the list of Server names without connecting to it select Save The Server Connection window closes Starting BCMS Vu Client Software 3 5 BCMS Vu Client Basics Disconnecting BCMS Vu Client from a Server If BCMS Vu Client is generating reports do not close the Client application or disconnect the Client from the Server until the reports are displayed or you will lose some of the reports If BCMS Vu Client is connected to a Server you can disconnect from the Server without closing the Client application by doing either of the following In the Options menu select Disconnect or Select the Disconnect toolbar button As E Reconnecting BCMS Vu Client to a Server If you have disconnected the Client
90. Split Skill click on the next to the split skill icon 2 Highlight Average Speed of Answer 3 Set the upper caution value to 05 00 A caution alert now appears in reports covering any and all splits skills where Average Speed of Answer is being measured and the average rises above 5 minutes Configuring BCMS Vu from the Client 4 19 Configuring and Managing the BCMS Vu Software You can also choose to set a unique threshold for each data item for each split skill agent or VDN For example you can designate an upper caution value of 5 minutes for Average Speed of Answer for all split skills except Service and an upper caution value of 3 minutes for Service To do this 1 Under the category Split Skill designate an upper caution value of 5 minutes for Average Speed of Answer see above Expand Average Speed of Answer click on Highlight Service Set the upper caution value to 03 00 Now a caution alert will go on when the Average Speed of Answer for calls to Sales exceeds 3 minutes and when it exceeds 5 minutes for calls to all other splits skills Setting Thresholds and Maximum Values To set Thresholds and Maximum Values l Ze In the Options menu select Configure Select Thresholds and Maximum Values The Thresholds and Maximum Values window appears In the tree structure in the window on the left side of the wizard window open either Split Skill Agent summary or V
91. There are two types of after call work ACW call related ACW and ACW not associated with a call For G3V4 time the agents spent on non ACD calls in ACW is not included nor is time in ACW following a non ACD call Time on non ACD calls in ACW is included for the DEFINITY system Auto In An ACD work mode that makes the agent available to receive calls and allows the agent to receive a new ACD call immediately after disconnecting from the previous call The login ID that staffed the extension or VRU port This term is often extended to mean the person who used the ID to staff the extension 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 mode in which agents are engaged in non ACD work This may represent a break or lunch training mail team meetings etc Glossary BCMS Basic Call Center Management System A software feature of the DEFINITY system which collects data about inbound ACD calls and how they are handled ccs The report item Centum Call Seconds CCS is the number of 100 second increments in which the trunk was busy during the intrahour interval A trunk is seized while the call is in queue and while the call is connected to an agent Therefore wait time for abandoned calls is figured into the CCS figures For example since a half hour has 1800 seconds the maximum CCS for each trunk in a trunk group is 18 CCS Multiplying 18
92. V4 If an agent entered ACW in one interval but ended ACW in another interval the appropriate amount of ACW time is credited to each of the intervals Total After Call Split Skill The amount of time that the agents in this split skill spent in call related or noncall related ACW mode during the reporting interval This value includes time spent on direct incoming or outgoing calls while in ACW If an agent entered ACW in one interval but left ACW in another interval each interval is credited with ACW time 9 18 Data Items Historical Reports BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Report Definition Item Type Total Agent The sum of the time that the agent has the AUX button pressed and AUX Other is not doing anything else for any of the other splits skills that is the sum of the time that the agent is in AUX work mode for all splits skills This value does not include time the agent spent in Manual In Auto In or ACW mode for another split skill For the G3V4 time on AUXIN AUXOUT calls is not included here For the DEFINITY system time on AUXIN AUXOUT calls is included here Note that if the agent was in Other for all logged in splits that time is reflected here For example ringing calls can cause several seconds of AUX OTHER time to accrue Also any non ACD call time is also counted in the AVG EXTN TIME column Two points of contrast are
93. Values 0 2 0c cece cette eens 4 18 Configuring Thresholds and Maximum Values 4 19 Setting Thresholds and Maximum Values 002 000 4 20 Managing BCMS Vu Historical Data 0 cee cee 4 22 Downloading Historical Data 0 0 eee ee eee 4 22 How the DEFINITY System Stores Data o ooooooooooomoo 4 23 Backing up the Historical Database 0 0c eee eee ee 4 23 Removing Historical Data from the PC 0 0 eee eee eee 4 24 Backing Up Folders and Files 0 0 cece eee eee eee 4 25 Repairing the Database 0 0 2 eee cece ee 4 26 Re indexing the Database 2 0 0 e eect eee 4 27 TOC x Table of Contents Compacting the Database presni osn a E cee eens 4 28 Managing Memory Allocation 2 0 0 0 cee eee eee eee eee 4 28 Opening the Historical Database in Access 2000 32 e enere Gore Hs ie ed be ae hk hae aS 4 29 Managing Miscellaneous BCMS Vu Functions 00 000 ee 4 29 Downloading BCMS Data 0 0 cee 4 29 Chapter 5 Understanding Real Time Reports ooooooooooooo o 5 1 Introd ctioi eene sti seo ee eae re ai Mee eee te ey 5 1 Which Type of Real Time Report Shall I Use 0 0 00 0002 eee 5 2 About Real Time Graph Reports 1 0 0 0 0c cece eee eee eee 5 3 Categories of Real Time Graph Reports 00000 e ee eee 5 4 Sample Real Time Graph Report 0 0 0 e eee ees 5 5 Things to Remember Abou
94. Vu Server Basics The BCMS Vu Server Main Window The BCMS Vu Server main window contains the following items as shown in the figure below System menu box o Status bar e Title bar e Server action area Menu bar Download status e Toolbar e Connection status System Menu box Title bar Menu bar Toolbar Avaya BCMS Vu Server BCMSVuServer File Gptions View Window Help SESA AE Status bar Server action area Download status Connection status 2 10 The BCMS Vu Server Main Window System Menu Box BCMS Vu Server Basics Use the System Menu box to carry out common Windows operations such as closing the current window Title Bar The Title bar displays the name of the application in this case Avaya BCMS Vu Server and the name of the server being run Menu Bar The Menu bar displays the available drop down menu commands The following tables present the options available from each menu File The File menu has the following item Menu Item Action Exit Selecting the File Exit command closes the BCMS Vu Server application The BCMS Vu Server Main Window 2 11 N im Q a a a BCMS Vu Server Basics 2 12 Options The Options menu has the following items Menu Item Action Configure You configure your system using commands in the Options Configure menu There are six commands available e Switch Connection e Do
95. Vu software Operating environment Software restrictions BCMS Vu Software 1 1 Introduction Administrative requirements Performance considerations Help escalation Software for maintenance contracts Features of BCMS Vu Software BCMS Vu software lets you Receive real time data from the DEFINITY system and display it in textual and graphical form on a PC monitor Print the textual form of this real time data Display real time data as a Wallboard Display that mimics the display capabilities of external wallboards used in call centers Select the data items you want to display when you define a real time report or Wallboard Display Redirect the display output of one of the defined Wallboard Displays to several types of external wallboards Specify alerts on real time data items to provide a visual or visual audible indication that the item has crossed the threshold alert level Download DEFINITY system historical data regularly to a database on the PC Display this stored data in a text format and retrieve it through third party products Print this data Access this data from several DEFINITY systems Create and print Historical Reports from downloaded historical data Schedule printing of Historical Reports 1 2 Features of BCMS Vu Software Introduction Benefits of BCMS Vu Software BCMS Vu software provides the following benefits Real time data can be displayed graphically Wallboard displays provide eas
96. You and Avaya NO VENDOR DISTRIBUTOR DEALER RETAILER SALES PERSON OR OTHER PERSON IS AUTHORIZED TO MODIFY THIS AGREEMENT OR TO MAKE ANY WARRANTY REPRESENTATION OR PROMISE WHICH IS DIFFERENT THAN OR IN ADDITION TO THE REPRESENTATIONS OR PROMISES OF THIS AGREEMENT ABOUT THE SOFTWARE Export Licensee hereby agrees that it will not knowingly directly or indirectly without prior written consent if required of the Office of Export Licensing of the U S Department of Commerce Washington D C 20230 export or transmit any of the Products to any group Q S W Y or Z country specified in the Export Administration Regulations issued by the U S Department of Commerce or to any country which such transmission is restricted by applicable regulations or statutes U S Government Restricted Rights Use duplication or disclosure by the United States Government is subject to restrictions as set forth in FAR 52 227 14 June 1987 Alternate III g 3 June 1987 FAR 52 227 19 June 1987 or DFARS 52 227 7013 c 1 ii June 1988 as applicable Contractor Manufacturer is Avaya Inc 11900 North Pecos Street Westminster Colorado 80234 License Agreement 5 Assignment Avaya may without your consent or notice to You assign this Agreement to an entity to which it transfers ownership of the Software Upon the effective date of such assignment You agree that Avaya shall be released and discharged from all obligations and liabilities under this Agreem
97. a Items Real Time Reports 9 5 BCMS Vu Real Time and Historical Data Items Data Items Real Time Reports Data Report Definition Item Type Average VDN The average talk time for ACD calls to this VDN that completed Talk Hold during the current period This does not include ring time but it Time does include Direct Agent calls and any time the caller spent on Hold The calculation is AVG TALK HOLD Total ACD Talk Time Total ACD Hold Time ACD Calls Calls VDN The number of calls that encountered a busy or disconnect step in Busy Disc vector processing Calls Any The total number of completed calls that accessed the VDN during Offered the current interval This calculation is CALLS OFFERED ACDCALLS OUTFLOWCALLS BUSY_DISCONNECT ABN CALLS Calls Split Skill The number of calls currently queued and calls ringing at an Waiting Detail Graph agent s phone Calls Split Skill Number of calls waiting in the split skill s queue or ringing at Waiting Summary agents in the split skill If any of the calls in the queue are Direct Graph Agent calls the Direct Agent Calls field is set to y in the Real Time Text System report Consult the Glossary for a description of the Direct Agent feature Calls VDN The number of calls that encountered this VDN and have not been Waiting answered abandoned outflowed or forced busy disc Includes calls in queues in vector processing and ringing at an a
98. a items to provide a visual or visual audible indication that the item has exceeded or fallen below the threshold alert level Create and print Historical Reports from the downloaded historical data Schedule the printing of Historical Reports Save and reopen all types of reports View the error log Display stored historical data in a table format using Microsoft Access or Microsoft Excel 3 Excel is a registered trademark of Microsoft Corp 3 2 What Can I Do Using BCMS Vu Client BCMS Vu Client Basics Starting BCMS Vu Client Software The BCMS Vu installation program creates a menu item on your PC s Programs menu Refer to BCMS Vu R2 Software Installation Guide for detailed installation instructions Note The following procedure presumes that whoever installed the BCMS Vu Client software accepted the default program locations If the installer chose to install the program start icons in a different location folder you will have to go to that location to start BCMS Vu using the program start icon An alternate method of starting BCMS Vu is to use the Find function of Windows to locate the program file for BCMS Vu Client bcmsvuclient exe and select it Note Before you can connect a Client to a Server the Client must be registered with the Server See Registering Clients on page 4 14 er in D w 2 a f a Starting BCMS Vu Client Software 3 3 BCMS Vu Client Basics To start BCMS Vu Cli
99. ading historical data 2 15 dite De Soc Seo sas a a cts 3 10 EMOL eek hs Ay decd em Res de 2 14 Error liogi eet da ar aae 3 12 EXI a Ck pea ae ele eae 2 9 Priest shed bin AA fk 3 10 features 6 omo aa ee Ra es 2 1 2 2 o A bans Glee dg bE Ss 2 6 By ihe RENE eae rong es as Help Topics culiar es 2 16 Help hoa AE CO Ra 3 12 main window 2 10 Help Topics caia apo 3 12 meni list of open reports aeaa 3 12 About BCMS Vu 2 14 IN 1 Index Cascade Windows 2 14 Configure 2 12 Connects ai ee ah 2 13 Delete Records 2 13 Disconnect 2 14 Downloading Historical Data 2 12 Error Log he da ete dd 2 14 Exit a e A ee ee 2 11 A Ghosh tc Bala ee 2 11 Helpe scene Ba ae ap i es 2 14 Help TOPICS oaa pl s OS 2 14 Optio ecc ia pa eS 2 12 Repair Database 2 13 Status Bar o 2 14 Stop Data Download 2 12 System Configuration 2 14 A Oe paces atop Batre GE Re R 2 14 Tool ji xe ean Beco Behe 2 14 Update BCMS Data 2 12 VIEW Rd PR RE Hes 2 14 Window 0 2 14 men bat ss is Ae tacked eases 2 11 3 9 online help o 2 17 repair database 2 13 2 15 server actionarea 2 16 simulator os a Sees Ree ee Be 2 5 SEAT cd a ee peel a Gea eo eas BE 2 3 Status bar o 2 14 2 16 system configuration 2 14 system menu
100. al Time Graph Report Attributes The following table lists the available categories of Real Time Graph Reports and the data items that you can choose to measure in each Data items are defined in Chapter 9 BCMS Vu Real Time and Historical Report Data Items Split Skill Summary Graph Report Abandoned Calls ACD Calls Available Agents Average Abandoned Time Average After Call Average Speed of Answer Average Talk Time Calls Waiting Oldest Call Within Service Level Agent Summary Graph Report ACD Calls EXT In Calls EXT Out Calls Split Skill Details Graph Report Calls Waiting Oldest Call Total ACD Total ACW Total AUX Total Available Total Extn Total Other Total Staffed Within Service Level VDN Summary Graph Report Abandoned Calls ACD Calls Average Abandoned Time Average Speed of Answer Average Talk Hold Time Calls Busy Disc Calls Waiting Connected Calls Flow Out Oldest Call Within Service Level Creating a Real Time Graph Report To create a Real Time Graph Report refer to Creating a Real Time Graph Report on page 7 2 5 8 About Real Time Graph Reports Report Basics About Real Time Pie Chart Reports BCMS Vu Real Time Pie Charts provide periodically updated images of the current status of the call center The first time you open a BCMS Vu Real Time Pie Chart report you use the New Report option on the File menu to create the report After you have created
101. all list of agents definitions are changed on the DEFINITY system Try another download and see if it goes away Otherwise contact Avaya Error Codes 10 47 im Q a a f a Troubleshooting ID Description Resolution 1111 DAO failed to initialize Reinstall DAO 1 Close all applications 2 Insert the BCMS Vu CD ROM into the CD drive 3 Inthe BCMS Vu R2 Master Setup window select Exit 4 In Windows My Computer or Explorer select the CD ROM drive 5 In the folder Server dao disk1 double click on setup exe The program will correctly install DAO 4000 Attempt to run more than one Server There are two BCMS Vu Servers running If one of them is not visible try looking for it in Task Manager 4001 A client has attempted to log in when the maximum number are already logged in This Client cannot be connected to the Server because there are already lt number gt Clients logged in You must wait until a Client logs out of the Server The lt number gt is determined by the type of hardware key installed 4002 The Server attempted to share a directory so that Client machines could access configuration files This attempt failed because lt error text Check that file sharing is enabled and that the Server login has appropriate permissions If necessary create a share manually sharing the paths specified in
102. allows you to test whether the wallboard is properly registered and physically connected to a PC 11 Click on the Test Connection button Configuring BCMS Vu from the Server 4 13 Configuring and Managing the BCMS Vu Software A window appears with a message asking you if you saw the Test message on the wallboard If you select Yes you are told that the test was successful meaning that the wallboard is properly registered and connected to a PC If you select No you are told that the test failed and why it failed The following conditions will cause a failure The wallboard is not connected to the specified port on the specified PC Wallboard software is not running on the PC to which the wallboard is attached The wallboard is not properly registered The wallboard address is not correct e The wallboard has a poor physical connection Registering Clients Client registration is page 7 of the wizard you are presented when you start BCMS Vu Server the first time and when you choose First Time in the Options Configure menu To register a Client with a Server you must be in the BCMS Vu Server application 1 In the Options Configure menu select Clients The Registered Clients window appears 2 Ifyou want to register a Client that is not listed in the Registered Clients column double click on Add Client or select Add A window entitled Client Registration appear
103. anaging the BCMS Vu Software If the connection is established the words The test was successful appear If the connection is not successful BCMS Vu attempts to connect until it times out and tells you why it failed In this case select Cancel and correct the problem Refer to Troubleshooting the Data Module on page 10 37 if you are using a data module to connect to the DEFINITY system For the DEFINITY ONE system refer to the associated error codes 9 To exit the Switch Connection Configuration Wizard select Finish If however you entered the Switch Connection Configuration Wizard by selecting Options Configure First Time or if this is the first time you have gone through the wizard and you want to continue to the Download Historical Data Wizard select Next whatever reason a Communications Error window appears offering you the following options e Retry the connection e Cancel the connection The program attempts to reconnect If it does not reconnect and you do not select Cancel the program attempts to reconnect again after thirty seconds offering the same options It tries again after a minute then after two minutes four minutes and so forth It continues trying to reconnect indefinitely at larger and larger intervals until it is successful or you select Cancel If the connection to the DEFINITY system is dropped for vo w S Configuring BCMS Vu from the Server 4 7 Configuring a
104. ancel lt Back Next gt Depending on what you selected in step 3 select the split s skill s agent s trunk s or VDN s you want to report on a To choose all items in the Available list select Add All b To choose individual items highlight each and select Add c Use the Remove and Remove All buttons to remove items that you do not want to display When all the agent s split s skill s trunk s or VDN s you want to display are in the Selected list select Next Creating a Historical Report 7 27 Working with Reports The Select the time period for the report window appears Historical Report Wizard Page 3 of 6 Select the time period for the report Weekly Monthly Quarterly Help Cancel lt Back Next gt 7 Select the radio button next to the time unit that you want the report to include Available time units are Interval Daily Weekly Monthly and Quarterly If you select Interval each line of the report contains summary information covering one interval If you select weekly each line of the report contains summary information covering one week 8 Select Next a Ifyou select anything except Interval on page 3 of the wizard the Select the days to be included in the report window appears Go to step 9 7 28 Creating a Historical Report Working with Reports b Ifyou select Interval on page 3 of the wizard
105. ard 8 2 A A E O E 2 12 Configure menu CHENG Ra AA A 3 10 Servet iz A ate ab 2 12 connect to a DEFINITY system 2 13 2 15 4 8 TOA SOV oss eg kh kG ey 3 6 3 13 Connect to Server menu 3 11 comnectionlog 10 36 connection status Client ceria SAA aa des 3 14 SEYE Duro an ast ed ee hale SRS 2 16 ConnectionServer 10 5 10 6 10 28 10 50 conventions used in user guide p 5 co residency with other software 1 8 correcting problems 10 2 creating Historical Reports 6 4 7 26 Real Time Graph Reports 7 2 Real Time Pie Chart Reports 7 7 Real Time Text Reports 7 10 Time Trace Reports 7 22 Wallboard Display Reports 7 13 customer options field 1 9 D data daily aden meri pe GSS 6 2 how the DEFINITY system stores 6 2 teva Agee A ok ge nk Bees 6 2 loss when DEFINITY system is reset 6 2 data items Historical Reports 6 6 Real Time Graph Reports 5 8 Real Time Pie Chart Reports 5 12 Real Time Text Reports 5 15 Time Trace Reports 5 24 Wallboard Display Reports 5 20 data module troubleshooting 10 37 database backing up 00 4 23 downloading 2 12 2 15 4 8 locationof o o o o ooo oo 4 10 TED LL sya ind a Began 10 38 daylight savings time adjust
106. ary Graph The average ACW time for call related ACW time completed by agents in this split during this time interval Call related ACW is the time that occurs immediately after an ACD call that is when an agent was in Manual mode and an ACD call ended or when the agent presses the ACW button during an ACD call For G3V4 time that the agents spent on non ACD calls in ACW is not included nor is time in ACW following a non ACD Call Time on non ACD calls in ACW is included for the DEFINITY ECS The calculation for Average After Call is Total Call Related ACW Time Number of Call Related ACW Sessions The average is for ACW sessions which may not correspond to the number of ACD calls either because some ACD calls did not have ACW time or because the call was recorded in another interval 9 4 Data Items Real Time Reports BCMS Vu Real Time and Historical Data Items Data Items Real Time Reports Data Report Definition Item Type Average Split Skill The average amount of time it takes before ACD calls are being Speed of Summary answered This value includes time waiting in the queue and time Answer Graph ringing at the agent The calculation is Sum of Each Completed Call s Time In Queue Time Ringing Total Number of ACD Calls Answered Keep the following things in mind Calls that flow in from other split s skill s do not include time in queue from the other split skills in this calculation Also
107. ata from the Options menu The Download Status indicator in the status bar shows the progress of the download The following data which is internally measured on the DEFINITY system is downloaded to BCMS Vu Split Skill names numbers and acceptable service levels Agent names and numbers BCMS VuStats logical IDs if Validate Y on the DEFINITY system for non EAS only Split members for non EAS only Trunk Group names and numbers VDN names numbers and acceptable service levels if Vectoring Y on the DEFINITY system Managing Miscellaneous BCMS Vu Functions 4 30 vt im Q 2 a K a Understanding Real Time Reports Introduction This section of this chapter introduces you to Real Time Reports and tells you how to decide what type of report fulfills a particular need The five types of real time reports available are Real Time Graph Reports Real Time Pie Chart Reports Real Time Text Reports Wallboard Displays Time Trace Reports The remainder of the chapter describes in detail the five types of real time reports The sections included in this chapter are Which type of real time report shall I use About Real Time Graph Reports About Real Time Pie Chart Reports About Real Time Text Reports About Wallboard Displays About Time Trace Reports Introduction 5 1 Report Basics Which Type of Real Time Report Shall I Use To get the most value from displaying real time data you should
108. ating a Time Trace Report 1 Inthe File menu select New Report 2 Select Time Trace The Select the type of data you wish to create a time trace for window appears Time Trace Properties Wizard Page 1 of 3 Select the type of data you wish to create a time trace for Split Skill Summary Data Split Skill Details Agent Data VDN Data 3 In the Select the type of data you wish to create a time trace for window select the radio button next to the category of report you want to create 4 Select Next 7 22 Creating a Time Trace Report Working with Reports The window that appears now depends on what you selected in the first window For instance if you selected Agent Data the following window appears Time Trace Properties Wizard Page 2 of 3 Select an Agent and the data to trace Split Skill name Chapter 7 1000 Sales Trace data ACD Calls Help Cancel lt Back Next gt In the displayed wizard window in each pull down menu select the name of the split skill agent if appropriate or VDN and the time trace data you want to display Select Next Creating a Time Trace Report 7 23 Working with Reports The Select your preferred type of time trace window appears Time Trace Properties Wizard Page 3 of 3 Select your preferred type of time trace Fixed number of data points All data for trace data item Help Cancel lt
109. b was printed sent to the print queue when actually it was not check to see if the printer was actually offline at the time the report was scheduled to be printed 7 40 Scheduling the Printing of a Historical Report Working with Reports Using the Controls on the Historical Report Window The Historical Report window has its own set of controls and indicators which perform the following functions 8 Split skill daily Report Unsaved olx BEMS Vu Sp l Skill Da ily Report From 21396 To 51608 Dari of Week Included Sunday Mondey Tuesday Wednesday Thursday Friday Saturday E Fl Q 2 a K a AVG AVG AVG TOTAL ACD SPEED ABAND ABARD TALE AFTER CALLS ARS TIME CALL Spleskilt 31 Spl Skill Moma T10 Hu 31 Current Acceptable Service Lavet ioe 093 9119 159 100 7475 O02 1 22011 ue 100 517 093 3 4124 1p gt 00 3 9035 153 0 090 5 023 92 155 0 090 690058 1p o 090 3 0211 lis 0 090 2 5140 103 0 090 1 7417 129 0 090 191199 157 0 090 186641 140 0 090 2 28397 140 0 2 5500 140 0 1 55 90 140 459 of 459 Total 459 100 telpprefs Fl A Jal eg BCMSVuBServer bomsvub ls Export E mail this report Move Curent Save the report in a format suitable for forward exporting to a spreadsheet or database or back and total application using Microsoft Word or Excel a page Pages In Move to report firator Print the report lastpage A in report Change the magnification of the view Using the Control
110. bands in the caution zones turn to yellow when the item is outside the set caution threshold values Thresholds exist for the sole purpose of generating alerts After an alert has been triggered it continues until the item value falls within the threshold range or until you reset the threshold value or disable the alert You can define any or all of the following four limits High Warning Ifthe value of the data item goes above this threshold a warning alert occurs High Caution Ifthe value of the data item goes above this threshold a caution alert occurs Low Caution Ifthe value of the data item goes below this threshold a caution alert occurs Low Warning Ifthe value of the data item goes below this threshold a warning alert occurs The value of each item in the above list except the first value must be lower in value than the item above it Maximum Values Maximum values are used to scale graphs appropriately to the data you expect The number you specify as the maximum value determines the maximum height to which a bar or trace will extend You will probably choose as a maximum value a value that the data item often approaches but seldom exceeds For example if the 4 18 Configuring BCMS Vu from the Client Configuring and Managing the BCMS Vu Software value of Number of ACD Calls is often at least 90 but seldom more than 100 you might select 100 as the maximum value If you do this the maximum height of a vert
111. bar graphs real time pie charts real time text reports time traces wallboard displays and Historical Reports Open previously saved reports Print text and Historical Reports Schedule printing of Historical Reports Set thresholds and alerts Resolve problems with operation of the software Respond to error messages This manual assumes that you are familiar with Your computer Microsoft Windows 95 Windows 98 Windows 2000 and Windows NT 4 0 operating systems Standard Windows conventions such as using the F1 key to activate Help Microsoft Windows and Windows NT are registered trademarks of Microsoft corp P 2 Audience Contents of This Document The BCMS Vu Software R2 User Guide describes what you need to know to use the BCMS Vu software on a daily basis in particular how to perform the tasks listed in the section entitled Audience Preface To install the BCMS Vu software refer to the BCMS Vu Software R2 V3 Installation Guide The user guide is organized into the following chapters Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Introduction Specifies the hardware and software environment needed to run BCMS Vu software and describes the features and benefits of the software BCMS Vu Server Basics Describes how to start the BCMS Vu Server software and how to access the features of the software BCMS Vu Client Basics Describes how to start the B
112. base Location If the correct path is not displayed select the Browse button to bring up an Explorer type window in which you can specify the correct path Note When you install BCMS Vu Server software the installation program suggests that you store historical data in a default location If you accept the default location historical data is stored in C Program files Avaya BCMS Vu Server You can decide to store the data in another location The Automatic purging of old data window appears 7 Select the kind of purging you want to take place and fill in the interval in the box that opens If you do not choose automatic purging you need to use the Delete records menu command or the corresponding toolbar button periodically to reduce the size of the database 8 To schedule the download and close the configuration wizard select Finish If you entered the Switch Connection Configuration Wizard by selecting Options Configure First Time or if this is the first time you have gone through the wizard and you want to continue to the Client Configuration Wizard select Next 4 10 Configuring BCMS Vu from the Server Configuring and Managing the BCMS Vu Software Note The amount of data you leave in your historical database is a matter of choice You will probably want to use a hard disk with a large storage capacity and save at least five years of daily data and six months of interval data in order to track trends
113. box 2 11 terminate historical data download 2 15 tile windows 0 2 14 Hleba ee e Roe ied ee 2 11 toolbar e a kp eS 2 14 2 15 BCMS Vu Server See BCMS Vu Server software BCMS Vu software benefitsa ssia a e eee a a 1 3 compatibility with other software 1 8 definition 3 0 jr de Bake ea gees 1 1 differences between Rl and R2 1 4 features da a ca bate bs o E 1 2 TUNCLONS s a s da dt a 2 2 languages supported 1 8 reg irem nts e ra e arise a 1 5 Testrictions A 6 y ane as ae 1 8 USA NA A Sa 2 2 When to Uses aa A a it 1 4 BCMS Vu Wallboard software ClOSING s se a FE ee EAs 8 2 EXIME iia GS eee ee bs 8 2 St ring oe ee A se Cac adbohn oo ar darko oO ate 8 2 IN 2 broadcast message 0 8 1 Broadcast Messagemenu 3 10 broadcasting a message 8 3 C Cancel Broadcast menu 3 11 Cascade menu A SS BRS 3 12 SERVED ta ee Sec da Da 2 14 cascade windows Client 8 3 2 ar LR eee ae 3 14 DOPVel eed eg a Ee ea ee oe 2 14 Cascade Windows toolbar button 3 14 changing properties ofareport 7 37 choosing the appropriate type of report 5 2 Close Report menu 3 9 COSES Dania a A HS 7 35 O te ces anh eee ca e een 7 35 BCMS Vu Client software 3 7 BCMS Vu Server software 2 9 BCMS Vu Wallboard software 8 2 configure Client 24 4 soe 24 44 3 10 external wallbo
114. censors The source code and embodied trade secrets are not licensed to You and any modification addition or deletion is strictly prohibited You agree not to disassemble decompile or otherwise reverse engineer the Software in order to discover the source code and or the trade secrets contained in the source code or for any other reason To the extent that the Software is located in a Member State of the European Community and You need information about the Software in order to achieve interoperability of an independently created software program with the Software You shall first request such information from Avaya Unless Avaya refuses to make such information available You shall not take any steps such as reverse assembly or reverse compilation to derive a source code equivalent to the Software Avaya may charge You a reasonable fee for the provision of such information Copies You may make copies of the Software however you may not execute more than one instance of the Server Software at any one time and more instances of the Client Software at any one time than the number of Single User Licenses purchased and owned by you You may not copy Documentation unless it carries a statement that copying is permitted All proprietary rights notices must be faithfully reproduced and included on all copies Ownership Ownership of and title to the Software and Documentation including any adaptations or copies remains with Avaya and or its licensor
115. ch line of text still box type the number of seconds that you want each line of the display to be visible before it changes The display at the bottom of the window reflects your choice from the pull down menu on this page 13 Select Next Creating a Wallboard Display 7 19 Working with Reports Page 6 of the Wallboard Wizard appears Wallboard Properties Wizard Page 6 of 6 x Double click on an item to change its title Split Skill lt Split Skill gt Split Skill Name lt Split Skill Name gt ID lt Agent Login ID gt Time lt Time gt State lt Agent State gt M Show field names Help Cancel lt Back Next gt Finish 14 If you check the box next to Show Field names both the abbreviated names and the full names of data items enclosed by lt gt brackets appear in the wallboard display on your monitor On external wallboards brackets are replaced by the data item value If you do not check the box only abbreviated names appear in the display on the monitor The fields labeled Line 1 Line 2 and so forth on Page 6 of the wizard reflect this choice In the example above the field names lt A gent Login ID gt and lt A gent State gt appear next to the abbreviated names ID and State Only the abbreviated names appear on the external wallboard and lt Agent Login ID gt and lt A gent States gt are replaced by the data item value 7 20 Creating a Wallboard Di
116. ch the wallboard is physically attached If you do not know this name open Start Settings Control 4 12 Configuring BCMS Vu from the Server Configuring and Managing the BCMS Vu Software Panel Network from Windows On the Identification tab the machine name is in the Computer Name field 6 From the Model of wallboard pull down menu select the model name of the wallboard 7 Inthe Address box enter the address of the wallboard This is a number from zero to 127 Refer to the wallboard user guide to find out how to specify the wallboard address Note You address Avaya wallboards using the remote control unit that comes with the wallboard Refer to the user s guide that comes with the wallboard You address a Avaya wallboard using hexadecimal notation However when you enter a wallboard address in the BCMS Vu configuration procedure you must use decimal notation Furthermore BCMS Vu accepts wallboard addresses only from 0 to 127 decimal For a table that translates hexadecimal addresses into decimal addresses refer to Installing the Wallboard in Chapter 5 of BCMS Vu Software R2 Installation Guide 8 Select Next The Specify the Serial Port window appears 9 From the pull down menu select the name of the port on the PC to which the wallboard is connected Only COM Port numbers from 1 through 8 are allowed 10 Select Next wt im Q 2 a K a A window appears that
117. correct this by using the Repair Database command in the Options menu After you repair the database you will probably want to update the database index that allows reports to be quickly created 4 26 Managing BCMS Vu Historical Data Configuring and Managing the BCMS Vu Software You can also compact the database in order to store more data on your hard disk Note To avoid problems be sure that all Clients are logged out when you repair the database To repair a corrupted database 1 In the Options menu select Repair Database or select the Repair Database toolbar button 2 In the window that appears select Repair Corrupted Database The buttons in the window become gray temporarily When the operation finishes or fails the grayed items become normal If the operation fails an error notice appears 3 To exit the window select Finish Re indexing the Database After you repair the database update the database index that allows reports to be quickly created To re index the database 1 In the Options menu select Repair Database or select the Repair Database button on the toolbar wt im Q a R f a 2 In the window that appears click on Rebuild the Table Indices The buttons in the window become gray temporarily When the operation finishes or fails the grayed items become normal If the operation fails an error notice appears 3 To exit the window select Finish Managing BCM
118. ct Error log from the View menu or Start Notepad and open the file C Program Files Avaya BCMS Vu Server BCMSVuServer ERR_xx txt where xx is the build number of the software version Note When you update from one version of BCMS Vu Software R2 to a higher version the error log is not recreated That is the old error log is copied verbatim into the directory with the new software and new incidents are added as they occur By default the most recent errors are at the top of the error log You can scroll through the error log to see recent errors When you display the error log from BCMS Vu you can sort the entries according to individual columns Click on a column heading and the rows are sorted according to the values or alphabetization on the items in the column To reverse the order or sorting click on the column heading again im Q a a f a Error Log 10 35 Troubleshooting Connection Log In addition to the error log which is typically kept on the Server PC another file called the connection log resides on each Client PC In it are stored statistics and information about all instances where the Client attempts to connect to or disconnect from the Server If the Server is unavailable for some reason this attempt cannot be logged to the error log but it is entered into the connection log Each line contains details of each attempt the client makes to connect or disconnect from a Server and
119. curely attached Retry the connection Error Codes 10 51 im Q Qa a f a Troubleshooting ID Description Resolution 7107 Transmit Buffer overrun See receive buffer overrun 7105 7108 7109 Serial transmit error Could not communicate with device See serial receive error 7106 Be sure the data module or wallboard is securely plugged in 7202 General network failure If the DEFINITY system is booting wait for the system to come up retry connecting again 7203 Invalid destination Make sure the host name is a valid one If using DNS use the fully qualified host name 7204 Network connection failed Make sure that the port specified is 22 7205 Network remote reset This error occurs when the DEFINITY system is being brought down and hence the existing connection is being forcibly closed Try connecting again after the DEFINITY system is restarted This error can also occur if the network is down Contact the Network Administrator 7401 Internal software error Contact Avaya 7402 Server link timed out the process you were trying to contact is missing hung or busy Be sure the process is running properly The missing process will be Omninames ConnectionServer or BCMS Vu Server It may be necessary to restart the process If using TCP IP for connection to the DEFINITY system make sure th
120. d by BCMS the following formula is an approximate guide to the space required in megabytes for each day s historical data splits skills agents trunk groups VDNs 370 BCMS interval in hours When the interval is a half hour use 185 instead of 370 in the formula For example a small call center with one trunk group five VDNs five splits skills and ten agents using an interval of 60 minutes will require approximately 57 KB per day You can choose the type of records that you delete Interval data only Daily data only Both interval and daily You can delete all of the data selected according to the date on which it was stored or according to the length of time it has been stored In the latter case you can request that records stored more than a given length of time be deleted daily To delete historical data 1 From the Options menu select Delete records or select the Delete Record toolbar button 2 From the Choose the type of records to be removed window select the radio button next to the type of data you want removed 3 Select Next 4 From the Choose the records to be removed window click the box next to the criteria according to which you want the data removed 4 24 Managing BCMS Vu Historical Data Configuring and Managing the BCMS Vu Software a Click on the window next to Remove data by date if you want data stored before a certain day removed and type t
121. d on one PC which is connected to a DEFINITY system The Server receives data from the DEFINITY system Client applications are installed on the same PC as the Server or on other PCs which connect to the Server over a LAN instead of connecting directly to the DEFINITY system With Release 2 users can now Access real time data without each BCMS Vu program having a direct connection to a system management port on the DEFINITY system Create real time pie chart graphs and time trace graphs Print real time text reports e Schedule printing of Historical Reports Send displays to wallboards connected to other PCs in the network Wallboards need to be registered with but not physically connected to the Server PC Send one report to several wallboards or send different reports to wallboards daisy chained together Alternate reports and a broadcast message to the same wallboard or wallboards Define four levels of alerts and thresholds in reports e Define different thresholds for each split skill agent and VDN Manage the storage of interval and daily data separately In addition BCMS Vu is now licensed for one five or ten clients The 486 processor is no longer supported 1 4 Differences between R1 and R2 Introduction Differences between R2 Version 1 and R2 Version 2 Starting with Release 2 Version 2 BCMS Vu software supports connection to DEFINITY ONE via LAN For all other DEFINITY systems
122. ddition Avaya s 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 intervention If 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 security Telecommunications 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
123. define a Wallboard Display you select the type of data and the data items to display The Wallboard Display shows default labels for the items that you choose and the current value of the item You can change the labels in the Wallboard Wizard Items are displayed on a Wallboard Display in the order in which you select them A Wallboard Display on your monitor shows the data that you will see on an external wallboard You can have more than one Wallboard Display open on your PC at the same time and you can send a wallboard displayed on your monitor to several external wallboards or send different displays to different wallboards You can change the size of a report window that contains a Wallboard Display BCMS Vu changes the size of the display text not the number of characters displayed or the proportion of empty space When an item on a wallboard display on your monitor exceeds a threshold the item name and value are displayed in yellow caution or red warning If you send the display to an external wallboard the colors also appear provided the external wallboard supports these colors You can specify how long from one second to one hour the lines of a multiple line display remain on a wallboard before the next line or lines appear You can have as many as 35 characters per line in a display on your monitor Remember however that the maximum number of characters that fit on a line on an external wallboard is limited by the wal
124. dels WB3 and IW3 Installation Programming and Troubleshooting Instructions Wallboard Model WBS Installation Programming Troubleshooting Instructions DEFINITY Communications System Generic 3 Basic Call Management System BCMS Operations DEFINITY Communications System Generic 3 Feature Description DEFINITY Enterprise Communications Server Release 8 Administrator s Guide 8400B Plus Data Module User Guide 7400B 7400B Plus Data Module User Guide 4 Microsoft Access user documentation If you are using a spreadsheet or another application to analyze BCMS Vu historical data consult the user documentation for that application Access is a registered trademark of Microsoft Corp P 6 Related Documents Introduction BCMS Vu Software BCMS Vu is a graphical user interface software application that monitors the status and performance of a call center It uses data collected in the Basic Call Management System BCMS on a DEFINITY ProLogix or DEFINITY G3V4 R5 or later or a DEFINITY ONE system This chapter describes the benefits and features of the BCMS Vu software It includes the following topics Features of BCMS Vu software Benefits of BCMS Vu software When to use BCMS Vu software Differences between Release 2 and Release 1 of BCMS Vu software Differences between Release 2 Version 1 and Release 2 Version 2 of BCMS Vu software Differences between Release 2 Version 2 and Release 2 Version 3 of BCMS
125. ding time for incoming calls to this trunk group Hold Time that completed during the specified reporting interval Holding time is defined as the length of time in minutes and seconds that a facility is used during a call The calculation for incoming time is INCOMING TIME Total Holding Time for all Incoming Calls Total Number of Incoming Calls 9 16 Data Items Historical Reports BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Report Definition Item Type Outgoing Trunk The total number of outgoing calls for this trunk group that Calls completed during the specified reporting interval Outgoing Trunk The total holding time usage for outgoing calls from this trunk CCS group The units are expressed in CCS Outgoing Trunk The average holding time for outgoing calls that completed during Hold Time the specified reporting interval The calculation is OUTGOING TIME Total Holding Time for Outgoing Calls Total Number of Outgoing Calls Outgoing Trunk The total number of outgoing calls that were placed over this trunk Comp group and answered during the specified reporting interval A call is considered completed if network answer supervision is returned or if the call lasts longer than the answer supervision time out parameter gt N im Split Split Skill The split skill number 2 a Split Name Split Skill Displays the name that is administered
126. ds as successive parts of a larger wizard You can also access this larger wizard by selecting First Time in the Options Configure menu As you finish each of the three individual wizards you select Next to move to the next wizard and after the last window of the Clients wizard you select Finish to close the wizard If you want to access only one of the four individual configuration wizards select it in the Options Configure menu A description of the four wizards follows Note The user who runs the BCMS Vu Server must be administered as a Power User im vo w Q S Configuring BCMS Vu from the Server 4 3 Configuring and Managing the BCMS Vu Software Connecting to the DEFINITY System The Switch Connection Configuration Wizard is pages 1 3 of the larger wizard you are presented when you start BCMS Vu Server software the first time and when you choose First Time in the Option Configure menu You can also start the Switch Connection Configuration Wizard by itself You connect to the DEFINITY system from the Server The windows of the Switch Connection Configuration Wizard allow you to set up a connection between your Server PC and the DEFINITY system This connection allows you to download data from the BCMS database and to see real time BCMS data Note The Server can be physically connected via data modules through separate serial ports or a TCP IP LAN connection to more than one DEFINITY system but
127. e IP address if specified is correct or the DEFINITY system is up and running 10 52 Error Codes Troubleshooting ID Description Resolution 7406 Server execution error Restart the Server Depending on context this could be the ConnectionServer or the BCMS Vu Server If this persists contact Avaya 7407 The Server is missing Restart the Server Depending on context this could be the ConnectionServer or the BCMS Vu Server 7408 An internal process on the Server has vanished unexpectedly Reconnect the Client or restart the Server 7411 Unknown host name Check that host is spelled correctly and is still on the network Check your DNS settings and network setup generally Try using the ping command from an MS DOS prompt to see if TCP IP connectivity to the machine is working Refer to Configure Networks in Chapter 2 of User Guide 7412 The Naming Service could not be found Restart the Connection Server 7413 The ConnectionServer device version does not match Upgrade your BCMS Vu installation or the Connection Server installation 7414 The ConnectionServer profile version does not match Upgrade your BCMS Vu installation or the Connection Server installation 7415 The operation you requested does not exist Upgrade your BCMS Vu installation or the Connection Server installation Error Codes 1
128. e 10 38 for instructions on how to change the COM Port If the problem still exists after you change the COM Port selection go to step 3 Consult your PC user guide or its manufacturer s technical support to see how to tell if your COM Port has been disabled Use the terminal emulator to be sure that your PC is communicating with the data module See Using a Terminal Emulator on page 10 39 Connect the data module voice terminal to another PC where BCMS Vu is working properly If the datamaster voice terminal works properly on the new PC there is a problem with your PC Contact your technical support Troubleshooting the Data Module 10 37 al Q a a f a Troubleshooting Setting Up The COM Port If you get a message that BCMS Vu cannot start it may be because you selected the wrong COM Port during installation You need to configure the COM Port so that your associated software can create the connections between your PC and your data module To set up the COM Port configure the DEFINITY system See Connecting to the DEFINITY System on page 4 4 Restart your PC Repairing a Corrupted Database The database records that have been downloaded and stored on your PC hard disk can become corrupted You can correct this by using the Repair Database command in the Options menu After you repair the database you will probably want to update the database Index that allows reports to be quickly created
129. e Cause Action Error message appears on 1092 min 15 sec 18 hr 12 Make sure each agent has a PC monitor list bems min 15 sec is the longest unique ID and logs out at the xxx day Column data in period of time that end of each shift BCMS has overflowed DEFINITY system can DEFINITY system display record capacity Historical Report indicates that an agent was logged on 1092 min 15 sec but agent was actually logged on for a longer period of time This error is reported if the value of any data item overflows that is becomes larger than the maximum value of the item that can be reported However the chance of a field in a Historical Report overflowing other than a time field is exceedingly small Each line of data in The database may be Compact the database Refer historical data report is fragmented to Compacting the Database duplicated on the next line in Chapter 4 e Scheduled Historical If you specify Print to file Do not schedule a Historical E Report to print to file and when you schedule the Report to print to a file 2 1t did not happen printing of Historical or e Reports when the time to Be ready to supply a file name 3 print arrives the program at the scheduled time requests that you enter a file name and waits until one is supplied Resolving Problems 10 9 Troubleshooting Historical Report Problems Problem Sched
130. e DEFINITY system in increments of one day Thus each line of a report created from daily data represents a day s worth of data However the DEFINITY system can store daily data no more than seven days daily data older than seven days is deleted to make room for new data Since BCMS saves data for a limited time if you want to view old data you must copy data from the DEFINITY system to a location you can access before it is erased from the DEFINITY system This is called downloading data To learn how to download historical data refer to Downloading Historical Data on page 4 8 Note Ifthe DEFINITY system is reset BCMS data will be lost on the DEFINITY system and will not be downloaded to BCMS Vu As a result Historical Reports that include a period when the DEFINITY system was reset may not display complete data 6 2 Data on the DEFINITY system About Historical Reports Categories of Historical Reports There are nine kinds of Historical Reports No im Q 2 ozi a Agent Displays data for one several or all agents Agent activity data is for all splits skills that each agent was logged into during the reporting interval Each agent is allotted a separate line on the report for each time interval day week and so forth that is measured Agent Summary Displays data for one several or all agents Agent activity data is for all splits skills that each agent was logged into during the r
131. e Reports BCMS Vu Real Time and Historical Data Items Data Items Real Time Reports Data Report Definition Item Type Abandoned Split Skill The total number of ACD calls that have hung up while waiting to Calls Summary be answered This includes those calls that have abandoned while Graph in queue or while ringing Calls that abandon before queuing for example while listening to a forced first announcement or that cannot be queued for example because the queue is full are not counted as abandoned for the split skill Abandoned VDN The number of calls to this VDN that abandoned before being Calls answered during the current period This includes VDN calls that were routed to an attendant station or announcement and abandoned before being answered Acceptable Any The number of seconds within which a call to a hunt group or VDN Service must be answered in order for it to be considered acceptable The Level service level is administered on the hunt group from the DEFINITY system Timing for a call begins when the call enters the hunt group or when the VDN is encountered ACD Calls Agent The number of agents who are currently on an ACD call for this Summary split skill This value also includes agents on Direct Agent calls Graph ACD Calls Split Skill The number of ACD calls answered by agents that completed Summary during the current interval This number also includes those calls Graph that flow in
132. e Reports 5 23 Report Basics Time Trace Report Attributes The following table lists the data items measured by the different categories of Time Trace Reports Data items are defined in Chapter 9 BCMS Vu Real Time and Historical Report Data Items Split Skill Summary Data Time Trace Split Skill Details Time Trace Abandoned Calls ACD Calls Available Agents Average Abandoned Time Average After Call Average Speed of Answer Average Talk Time Calls Waiting Oldest Call Within Service Level Agent Data Time Trace ACD Calls Ext In Calls Ext Out Calls 5 24 About Time Trace Reports Calls Waiting Oldest Call Total ACD Total ACW Total AUX Total Available Total Extn Total Other Total Staffed Within Service Level VDN Data Time Trace Abandoned Calls ACD Calls Average Abandoned Time Average Speed of Answer Average Talk Hold Time Calls Busy Disc Calls Waiting Connected Calls Flow Out Oldest Call Within Service Level Understanding Historical Reports Historical Report Basics In addition to viewing on going activity of a DEFINITY system in real time reports you can create view and print reports that describe past status These reports of past activity are called Historical Reports You create Historical Reports in two steps Downloading data from the DEFINITY system and storing it in a database You do this from BCMS Vu Server Selecting the data for the report
133. e ee 2 2 Starting BCMS Vu Server Software 2 0 6 eee eee nee 2 3 Opening BCMS Vu Server the First TiM ooooooooooooo oo 2 6 Disconnecting BCMS Vu Server from the DEFINITY System 2 8 Reconnecting BCMS Vu Server to the DEFINITY System 2 8 Exiting BCMS Vu Server Software 0 0 0 0 cece rr 2 9 The BCMS Vu Server Main Window 0 000 eee e eee ene 2 10 System Menu Box cusco ve ae a ER ES TES Bee 2 11 Title Bar re EE eters 2 11 Menu Bar ca T n EAE E ia E ant Suites i 2 11 El A AS EE E 2 11 IPHONE eae a pe 2 12 VIEW selenite thecal ES de da Aa fell foe 2 14 Willd Wisin e ca 2 14 HG o ERE E Meo Seek ih gages dts en hea eae te E Sg eos 2 14 TOO aR A ak bh ea ea eee Ri A BR ee ees 2 15 Status Daria ti ii wikis edhe mere are gto emacs heey 2 16 Server Action ATA ia a A debe e 2 16 Using BCMS Vu Server On Line Help o ooooooocoocororo 2 17 Chapter 3 BCMS Vu Client Basics osese keaser cee rere cere eee 3 1 Introdtiction via i 3 1 TOC ix Table of Contents What Can I Do Using BCMS Vu Client 0 2 00 eee eee ee 3 2 Starting BCMS Vu Client Software 00 ee eee eee 3 3 Disconnecting BCMS Vu Client from a Server 00 000 00 3 6 Reconnecting BCMS Vu Client to a Server 0 0 0 cece eee eee 3 6 Exiting BCMS Vu Client Software 0 0 cee eee eee 3 7 The BCMS Vu Client Main Window 2 00 cee eee cece eee eee 3 8 System Menu BOX ui a cia
134. e to Redirect On No Answer timing FLOW OUTs are recorded when a call ends When calls are queued to multiple splits skills at one time inflows and outflows become a bit more complicated If a call queued to more than one split skill is answered in a non primary split skill that is the second or third split skill to which it is queued an outflow is recorded in the statistics for the primary split skill and an inflow and an answer are recorded in the statistics for the answering split skill For example suppose there are three splits numbered 1 through 3 A call queues for split 1 since all agents are busy in this split The call then goes into queue for splits 2 and 3 An agent in split 3 answers the call In this example an outflow is recorded in the statistics for split 1 and an inflow and an answer are recorded in the statistics for split 3 A dequeued call is counted for split 2 N Q a a f a If the call is answered in the primary split no inflows or outflows are recorded for any split Splits 2 and 3 record the call as dequeued Data Items Historical Reports 9 15 BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Report Definition Item Type Flow Out Split Skill If a call queued to three splits for example splits 1 2 and 3 with Continued split 1 being the primary split encounters a route to command that sends t
135. each category Data items are defined in Chapter 9 BCMS Vu Real Time and Historical Report Data Items Agents Work States for Agent Call Summary Split Skill Pie Chart Pie Chart Total Available ACD Calls Total ACD Ext In Calls Total ACW Ext Out Calls Total AUX Total Extn Total Other VDN Calls Summary Pie Chart Abandoned Calls ACD Calls Calls Busy Disc Connected Calls Flow Out Creating a Real Time Pie Chart Report To create a Real Time Pie Chart Report refer to Creating a Real Time Pie Chart Report on page 7 7 5 12 About Real Time Pie Chart Reports Report Basics About Real Time Text Reports BCMS Vu Real Time Text Reports are displays of the standard monitor BCMS SAT forms You use the New Report option in the File menu to create Real Time Text Reports Real Time Text Reports are predefined to display the data as it appears when you use the monitor bems xxx commands on a BCMS SAT terminal You can name and save a Real Time Text Report and open it later and you can print it when it is open Real Time Text Reports mimic the features of the three monitor CMS SAT forms If you need detailed information on a large number of items you will use a Real Time Text Report You can sort the items in a Real Time Text Report in ascending or descending order according to the entries in any column by clicking on the column title You can choose which split s skill s or VDN s to measure in the
136. ected to the PC or one port if the wallboards are daisy chained Windows 95 Windows 98 Windows 2000 or Windows NT 4 0 Workstation or Server with at least Service Pack 4 installed on the PC The BCMS Vu R2 software distribution CD ROM Option One of the wallboards dedicated to BCMS Vu software a im Q a R f a a The name of the Server you want to connect to 00 040 A sound card and speakers if you want to use audible alerts For a Wallboard PC without Client Software O A single processor Pentium Windows 95 Windows 98 Windows 2000 or Windows NT 4 0 installed on the PC 32 MB of RAM 10 MB of free disk space A double speed CD ROM drive 000 OF 0 An available serial port for each non daisy chained wallboard Operating Environment 1 7 Introduction Software Restrictions Note BCMS Vu software supports English French German Italian Spanish Dutch Portuguese Japanese and Chinese languages on Windows 95 Windows 98 Windows 2000 and Windows NT 4 0 operating systems Note Avaya certifies that BCMS Vu software has been tested and found to EN run co resident with Microsoft Office 95 97 or 2000 and Symantec pcANYWHERE Avaya makes no claims whatsoever as to the compatibility of BCMS Vu software with any other software application Those who attempt to run BCMS Vu software with any other co resident application do so at their own risk 1 8 Operating Environment Introduction
137. effectively After you decide how long you want to save historical data use the formula below to determine approximately how much disk space you need For splits skills agents VDNs and trunk groups measured by BCMS the following formula is an approximate guide to the space required in megabytes for each day s historical data splits skills agents trunk groups VDNs 370 BCMS interval in hours When the interval is a half hour use 185 instead of 370 in the formula Note Your PC s inner clock automatically changes from Standard to Daylight Savings Time if you specify this feature in Control Panel Date Time in Windows However the DEFINITY system does not change automatically We recommend that you turn off automatic daylight savings change on the PC and manually adjust the time on the DEFINITY system and on the PC at the same time when no agents are logged in or call center activity is very low If you do this remember that turning back the time on the DEFINITY system clears BCMS data on the DEFINITY system If agents are logged in at this time you may receive incorrect data when you switch to Standard Time wt al Q a R K a Before you change the time perform a historical data download to minimize data loss Configuring BCMS Vu from the Server 4 11 Configuring and Managing the BCMS Vu Software Registering Wallboards When you configure a wallboard you register it with the Server A
138. either Relative or Absolute to choose how you want to specify the time for which the report is created a Check the radio button next to Absolute if you want to specify specific dates for the data included in the report for example 4 15 98 to 4 21 98 Check the radio button next to Relative if you want to run a report for a specific period of time prior to the time the report is created or later prior to the time it is opened for example over the last seven days 11 Select Next The next window that appears depends on whether you selected Absolute or Relative in the previous window Creating a Historical Report 7 31 Chapter 7 Working with Reports If you selected Absolute the following window appears Historical Report Wizard Page 6 of 6 Select the dates to start and end the report Start Date End Date 6 15 98 6 19 98 Help Cancel lt Back Next gt Finish 12 Enter the beginning and end dates for the period of time you want the report to cover Note If you enter start dates and or end dates that do not represent an actual start end of the week month quarter then you will receive a report that includes the partial data For example if you are creating a weekly report and enter dates that are a Monday and a Wednesday the report displays one line of data for the week of Monday through Wednesday 7 32 Creating a Historical Report 13 14
139. ent License Agreement Table of Contents Preta is EE E E T E d p 1 Introductio sie ecard seta Med Noe PR E eee the E ae p 1 Audience aid a A elas p 2 Contents of This Document 0 0 nanara p 3 Conventions Used in This Document 00 0 ccc cece eee eee p 5 Related Documents cn nA Ae Pe eR eS p 6 Chapter 1 Introduction cece cece eee eee cree cece eens 1 1 BEMS Vu Sottwate rnn oa eae NE es ER eee eS 1 1 Features of BCMS Vu Software 0 0 eee cee eee 1 2 Benefits of BCMS Vu Software 0 0 ce eee cee eee 1 3 Differences between R1 and R2 00 eee eee 1 4 Differences between R2 Version 1 and R2 Version2 o oooooo 1 5 Differences between R2 Version 2 and R2 Version 3 o oooooo 1 5 Operating Environment 0 20 2 0 0 0 ccc eee tenet ees 1 5 For the BCMS Vu Server PC 2 0 0 ce eens 1 5 For the BEMS Vu Client PC 2 eee ene 1 7 For a Wallboard PC without Client Software ooo oooooooo 1 7 Software Restrictions 0 n ene 1 8 Administrative Requirements 0 0 0 0 cee eee eee ences 1 9 Performance Considerations 000 cece eee cette ene 1 10 Help Escalations 05 4 66 02 ta E E 1 10 Software for Maintenance Contracts nesana cece eee eens 1 11 Chapter 2 BCMS Vu Server Basics 0 eee e cece eee rere cece eee 2 1 Intro dCi eh ee eae ae Eke VERSE a 2 1 What Can I Do Using BCMS Vu Server 0 6 eee ce
140. ent software do the following Refer to the following figure Startup Programs Command Prompt CONDUCTOR 97 QJ Windows NT Explorer Documents 3 4 3 Administrative Tools Common Ed Settings gt 5 Adobe Acrobat a Compas 5 aJ Eind b B CorelDRAW 7 w e 3 ForeHelp 2 1 l Q vse 2 5 McAfee VirusScan NT gt BCMS Vu Client Help 5 on an B McAfee WebScan gt a BCMS Vu Server E S ai la Message Manager gt BCMS Vu Server Help 2 Netscape Communicator BCMS Vu Server Simulator D Shut Down B Startup Client Readme La Training Solutions Server Readme amp WinZip Wallboard Readme 1 Select the Start button from the Taskbar 2 Move the cursor over Programs in the Start menu 3 Move the cursor over Avaya in the Program menu 4 Move the cursor over the BCMS Vu Client icon in the Avaya menu and click once The Avaya splash window appears for a few seconds You may clear it quickly by clicking on it The Server Connection window appears 3 4 Starting BCMS Vu Client Software BCMS Vu Client Basics Server Connection From the list of BCMS Vu Servers below select the Server you wish to connect to and hit the Connect button Ifthe Server is not listed double click the Add Server icon or hitthe Add button to add itto the list Location E e BCMSWU5 a BCMSVuServe allenp Remove Connect Save Cancel Help m No Server connected 5
141. ents are still connected e Server freezes and takes inordinately long time to display menu items e Server connectivity icons three icons at right end of taskbar blink slowly im Q gt a a f a Resolving Problems 10 31 Troubleshooting Miscellaneous Problems Problem Probable Cause Action Can t establish sharing When you start BCMS Vu Server you receive an error message telling you that the Server cannot establish sharing No sharing privileges The server user must be either an Administrator or Power User Ask your network administrator to configure your user Login ID as such or 1 Open Start Programs Administrative Tools User Manager 2 In the upper window click on your user name 3 Click on Groups 4 Add Administra tor or Power User to the Server For Japanese version only In the Japanese version of BCMSVu R2 dates do not appear in the format based on the formal Year of the Emperor calendar BCMSVu does not support the Japanese formal calendar based on the Year of the Emperor Do not choose the formal calendar format when you install Windows Ifwindows is already installed and the formal calendar format is chosen change to the Gregorian calendar format 10 32 Resolving Problems Miscellaneous Problems Troubleshooting Problem Probable Cause Action
142. eporting interval Each agent is allotted one line on the report The value of each data item is the average or total of the item over the entire time covered by the report Split Skill Displays data for one or more splits skills during the reporting interval Trunk Displays data for one or more trunk groups on the DEFINITY system VDN Displays data for one or more VDNs measured by BCMS You can create VDN reports only if the Vectoring feature is administered on the DEFINITY system Abandoned Calls Split Skill Displays a summary of abandoned calls by split skill during the reporting interval Abandoned Calls VDN Displays a summary of abandoned calls by VDN during the reporting interval Overflowed Calls Split Skill Displays a summary of the overflowed calls by split skill during the reporting interval Overflowed Calls VDN Displays a summary of the overflowed calls by VDN during the reporting interval On all Historical Reports you cannot choose the format or kinds of data items that the report displays although you can choose the type date range level of detail and other parameters You can also export historical data to other applications such as spreadsheets Categories of Historical Reports 6 3 About Historical Reports Creating Historical Reports Historical Reports are reports that you create using the interval and daily data downloaded from the DEFINITY system In addit
143. es displaying the current report at the top left of the BCMS Vu Report Display area Help Opens the Help Topics window Status Bar The status bar displays a brief description of menu commands when they are highlighted by the mouse pointer and displays a description of a toolbar button when the mouse pointer is positioned over the button Report Display Area The report display area is the area of the application where BCMS Vu displays new and existing real time and Historical Reports It also displays activities shown in windows such as setting threshold and alert windows Connection Status If there is an active connection between the Client and a Server three icons connected by moving dots appear in this area one icon symbolizing the Client one the Server and one the DEFINITY system 3 14 The BCMS Vu Client Main Window BCMS Vu Client Basics If there is no connection between the Server and the DEFINITY system the DEFINITY system icon is covered by a red X If there is not an active connection between the Client and a Server an icon covered by a red X and the words No Server connected appear in this area The connection status will not be visible or active if the status bar is disabled from the menu Server Name If there is an active connection between the Client and a Server the Server name and the Server PC name appear in this area fog im Q 2 a a The
144. ess entity who purchased this License to use this Software or for whom such License was purchased Software means a software application that operates on a computer system that provides resources to Software Software includes both Server software and Client software Server software provides requested information or applications to other Client software Client software requests information or applications from other Server software Documentation means the manual and any other printed material provided by Avaya with the Software License means the License purchased and granted pursuant to this Agreement Single User License means the license to use a single instance of the Client Software at any one time LICENSE AND PROTECTION 1 License Grant Avaya grants to You subject to the following terms and conditions a nonexclusive nontransferable right to use the Server Software on a single device and to use the Client Software on one or more single user devices the maximum simultaneous users of the Client Software being limited to the number of Single User licenses purchased and owned by You Avaya reserves all rights not expressly granted to You Protection of Software You agree to take all reasonable steps to protect the Software and Documentation from unauthorized copy or use The Software source code represents and embodies trade secrets of Avaya and or its li
145. eted by this agent during the reporting interval Only those non ACD calls that are originated and or received while the agent is logged into at least one split skill are counted Flow In Split Skill The number of calls that the split skill received as a coverage point or that call forwarded to this split skill from another internally measured split skill during this interval This also includes calls answered in this split skill as the second or third split skill to which they queued and calls that were redirected from this split skill by redirection on no answer This item is recorded immediately when it occurs not at the end of the call 9 14 Data Items Historical Reports BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Report Definition Item Type Flow Out Split Skill The total number of calls queued to this split skill that were e Successfully sent to the split skill s coverage point after queuing for the specified don t answer interval This does not include calls that went to coverage based on any other criterion Forwarded out via call forwarding Forwarded out via a route to station extension vector step e Answered via the Call Pickup feature e Forwarded out via Look Ahead Interflow First queued to this split skill and then were answered by the second or third split skill queued to Redirected back to this split skill or its coverage path du
146. for this split number If no 3 name exists BCMS displays the split extension for example EXT 0 65432 Time Day Agent The time or day interval specified in the command line Time is always expressed in 24 hour format Start and stop times are optional Reports always start at the earliest time interval either hour or half hour If no start time is given the oldest time interval is the default A stop time requires an associated start time If no stop time is given the last completed time interval hour or half hour is the default If no start time or stop time is given the report displays data accrued for the previous 24 time intervals If you specify day in the command and do not include a start day or stop day the report displays data accrued for the previous six days and data accrued through the most recently completed interval hour or half hour for the current day Data Items Historical Reports 9 17 BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Item Report Type Definition Total After Call Agent The total amount of time that the agent spent in ACW work states whether related to an ACD call or not for all splits skills during the reporting interval This includes time agents spent on extension in and extension out calls while in the ACW work mode For the DEFINITY system this does NOT include time agents spent on extension calls while in ACW for G3
147. from a Server without closing the Client application you can reconnect by doing either of the following In the Options menu select Connect or Select the Connect toolbar button LR K The Server Connection window appears See page 5 Highlight the name of the Server you want to connect to and select Connect 3 6 Starting BCMS Vu Client Software BCMS Vu Client Basics Exiting BCMS Vu Client Software If BCMS Vu Client is generating reports do not close the Client application or disconnect the Client from the Server until the reports start printing or you will lose some of the reports You can exit BCMS Vu software using any of the standard Windows methods including e Select Exit from the File menu Select the Close button in the upper right corner of the main window e Select Close from the Window menu Note BCMS Vu can take a while to shut down If you experience problems with other applications not working properly you may want to make sure that BCMS Vu has shut down completely and end the task if it did not To do this complete the following steps 1 Press CTRL ALT DEL to open the Windows NT Security window Windows 2000 or Windows NT 4 0 or Close Program window Windows 95 or Windows 98 log pa D w a a a 2 Select Task Manager Windows 2000 or Windows NT 4 0 3 In the Windows NT Task Manager window or Close Program window look for bemsvuclient
148. from other split skills ACD Calls VDN Number of ACD calls to this VDN that were answered by agents in internally measured splits skills and that completed during the current interval The split skill may have been reached via the queue to main check backup route to messaging split or adjunct routing commands Includes Direct Agent calls Available Split Skill The number of agents in this split skill who are currently available Agents Summary to receive an ACD call directed to this split skill Graph Data Items Real Time Reports 9 3 N Q a a f a BCMS Vu Real Time and Historical Data Items Data Items Real Time Reports Data Item Report Type Definition Average Abandoned Time Split Skill Summary Graph The average time before an ACD call abandons This does not include any time spent in another split skill s queue before intraflowing to this split skill The calculation is AVG ABAND TIME Sum of each aband call s time in queue Total AbanTime Total Number of Abandoned Calls This value does not include time spent listening to a forced first announcement or calls that abandon before queuing to the split skill Average Abandoned Time VDN The average time abandoned calls waited before abandoning during the current period The calculation is AVG ABAND TIME Total Abandon Time Total Calls Abandoned Average After Call Split Skill Summ
149. gent s station Connected VDN Total number of calls to this VDN that completed during the Calls interval that were routed to an extension attendant or announcement and were answered there Date VDN The current date and time updated every 30 seconds or when the update key is pressed EXT In Call Agent Number of non ACD calls that this agent has received that Summary completed during the current interval Calls in process are not Graph counted until they are completed The maximum value is 255 9 6 Data Items Real Time Reports BCMS Vu Real Time and Historical Data Items Data Items Real Time Reports Data Report Definition Item Type EXT Out Agent Number of non ACD calls that this agent has made that completed Call Summary during the current interval Calls in process are not counted until Graph they are completed The maximum value is 255 Flow Out VDN Total number of calls to the VDN that were successfully routed to another VDN or off the DEFINITY system Oldest Call Split Skill Amount of time that the oldest call currently waiting has spent in Detail Graph this split skill s queue and ringing at an agent Oldest Call Split Skill Amount of time that the oldest call has been waiting in this Summary split skill s queue and ringing to be answered Graph Oldest Call VDN The number of calls that encountered this VDN and have not been answered abandoned outflowed or forced busy disc Includes calls
150. ging BCMS Vu Software If database location is correct and problem persists contact Avaya Lack of proper user Be sure you have the following permission permissions Display Admin and Maint Data and System Measurements Improper Be sure you are using the username password correct username password combination Try manual login on SAT There is no data in the database for the Absolute dates specified Verify that the Absolute dates are correct Resolving Problems 10 7 im Q Qa a f a Troubleshooting Historical Data Downloading Problems Problem Probable Cause Action Historical data downloads not occurring at scheduled times BCMS Vu user was shut down at scheduled download times Find out if BCMS Vu was shut down at time of scheduled download 1 Log in to the DEFINITY system 2 Execute command list history 3 Verify that BCMS Vu user was logged in at the scheduled download times If it was not logged in make sure it is always logged in at scheduled download times If it was logged in at scheduled download times make sure database location is correctly specified See Chapter 4 Configuring and Managing the BCMS Vu Software If database location is correct and problem persists contact Avaya 10 8 Resolving Problems Troubleshooting Historical Report Problems Problem Probabl
151. gram Files Sometimes items are shown in bold type for emphasis Italics Italics are used for trademarks the exact wording of file names and the titles of referenced documents For example BCMS Vu software runs on Microsoft Windows Look for the file bemsvuclient Sometimes words are italicized for emphasis Mouse button Unless the secondary mouse button is specified use the primary mouse button whenever you are instructed to click or select an item Terminology Standard call center industry terminology is used in this document as well as terms such as split skill ACD and AUX For definitions of terms used in this document refer to the Glossary Whenever there are several ways to perform a command for example double click on a file name or highlight the file name and click on OK the term select is used You may choose either of the methods Another example of different ways to do the same thing is either selecting a command in a menu for example selecting Save in the File menu or clicking on the corresponding toolbar button In this case you are instructed to select Save Conventions Used in This Document P 5 Preface Related Documents The following documents contain additional information about the BCMS Vu software and DEFINITY system BCMS Vu Software R2 V3 Installation Guide BCMS Vu Wallboard Models WB1 WB2 IW1 and IW2 Installation Programming and Troubleshooting Instructions Wallboard Mo
152. he call to another VDN an outflow is recorded in the statistics for split 1 If this other VDN queues the call to splits 4 and 5 and the call is answered in split 4 an answer is recorded in the statistics for split 4 However no inflow is recorded to the statistics for split 4 If the call is answered in split 5 an outflow is recorded for the statistics for split 4 and both an inflow and an answer are recorded in the statistics for split 5 Similarly if a call queued to more than one split routes to another split an outflow is recorded to the statistics for the primary split but no inflow is recorded to the statistics for the routed to split Flow Out VDN The total number of calls that were routed to another VDN or off of the DEFINITY system Once a call outflows the system does not take further measurements on the call for this VDN Group Trunk The trunk group number Group Name Trunk The name that is administered for this trunk group If no name is administered then this field is displayed as blank Incoming Trunk Total number of incoming calls on this trunk group that abandoned Aband during this interval Incoming Trunk The total number of incoming calls carried by this trunk group that Calls ended during this interval Incoming Trunk The total holding time usage for incoming calls to the trunk group CCS during the specified reporting interval The units are expressed in hundred call seconds CCS Incoming Trunk The average hol
153. his date into the Remove stored data before window b Click on the window next to Remove data by age if you want data that has been stored for a certain length of time removed and type the age number of days old of the data you want removed into the Remove stored data older than in days window c Click in the box labeled Continue removing records this old if you want records of this age automatically removed every day 5 Select Next 6 To remove the records select Finish in the Confirm destruction of historical records window Backing Up Folders and Files Because the BCMS Vu historical database and the reports you create using the BCMS Vu software are stored on your hard drive it is important for you to establish a backup process to prevent loss of data should problems occur with your PC You can use a backup utility on your PC to back up the BCMS Vu data and settings The information that you should back up includes the following The properties that you define for Historical Reports Real Time Reports and Wallboard Displays vt im Q a R K a Your BCMS Vu configuration options The historical database Note If you want to perform periodic archives of the historical database so that it is not so large refer to Backing up the Historical Database on page 4 23 Archiving the historical database in this manner is useful because it lets you keep historical da
154. hunt group or VDN Service must be answered in order for it to be considered acceptable The Level service level is administered on the hunt group from the DEFINITY system Timing for a call begins when the call enters the hunt group or when the VDN is encountered ACD Calls Agent Number of split skill and direct agent ACD calls that were answered by the agent for all splits skills that completed during this interval ACD Calls Split Skill The number of split skill and direct agent ACD calls that were answered for this split skill and that completed during this interval ACD Calls VDN The total number of completed split skill and direct agent ACD calls processed by this VDN that were answered by agents in an internally measured split skill during this period Agent Agent The extension or login ID of the agent Agent Name Agent The name of the agent If no name is administered the agent s extension is displayed in the form EXT 65432 Avg Aband Split Skill The average time before an ACD call abandons This value does Time not include any time spent in another split skill s queue before flowing into this split skill The calculation is AVG ABAND TIME Sum of each abandoned call s time in queue Total Number of Abandoned Calls This value does not include time listening to a forced first announcement or calls that abandon before queuing to the split skill Data Items Historical Reports 9 11 N Q gt a
155. ical bar graph or time trace will represent 100 For a value above 100 the bar will extend above the maximum value line and terminate in an apex The actual value of the item will appear above the point of the apex Every data item is assigned a default maximum value You can change each of these default values through the Options ConfigureThresholds and Maximum Values menu command Note If multiple splits skills or types of data items are represented on the same report the maximum height of the graph will be the largest of the maximum thresholds of all the data items selected Configuring Thresholds and Maximum Values You set thresholds and maximum values from a window of the same name You open this window by selecting Options Configure Thresholds and Maximum Values The following is a description of this window When the tree in the left hand window is collapsed fully three categories of measured entities Split Skill Agent summary and VDN summary are listed You cannot set a maximum value or threshold for a category If you expand a category the data items that pertain to that category for example Calls Waiting and Oldest Call are displayed You can set a maximum value and thresholds for a data item across all members of a category onl vo gt S For example you can designate an upper caution value of five minutes for Average Speed of Answer for all splits skills To do this 1 Expand
156. ies will remain in the error log New entries will be added as they occur None 10 28 Resolving Problems Miscellaneous Problems Troubleshooting Problem Probable Cause Action Error 1111 Message stating that DAO did not install correctly Microsoft DAO installation failed Reinstall DAO 1 Close all applications 2 Insert the BCMS Vu CD ROM into the CD drive 3 In the BCMS Vu R2 Master Setup window select Exit 4 In My Computer or Explorer select the CD ROM drive 5 In the folder Server dao disk1 double click on setup exe The program will correctly install DAO Unexpected symptoms such as processor hanging and or error messages indicating a memory allocation problem Programs other than Microsoft Office 95 97 or 2000 and Symantec pcANYWHERE installed on the Server or Client PC Avaya certifies that BCMS Vu software has been tested and found to run co resident with Microsoft Office and Symantec pcANYWHERE Avaya makes no claims whatsoever as to the compatibility of BCMS Vu software with any other software application Remove incompatible application s and restart BCMS Vu Resolving Problems 10 29 im Q gt a a f a Troubleshooting Miscellaneous Problems Problem Probable Cause Action For Windows 2000 or NT Insufficient memory Check for enough disk free 4 0 allocated for paging
157. ill probably want to archive this data before you delete it from your hard disk You can choose the type of records that you want to delete e Interval data only e Daily data only Both interval and daily You can delete all of the data selected according to the e date on which it was stored e length of time it has been stored In the latter case you can order that records stored more than a given length of time be deleted daily N im Q a a a CAUTION The importance of performing periodic backup of your database cannot be overemphasized To protect the integrity of your database you must schedule frequent backups on a regular basis Repair Database The database records that have been downloaded and stored on your PC hard disk can become corrupted Y ou can correct this by using the Repair Database command in the Options menu After you repair the database you will probably want to update the database Index that allows reports to be quickly created You can also compact the database in order to store more data on your hard disk Connect Connects the Server to a DEFINITY system If the Server is already connected to a switch this command 1s disabled The BCMS Vu Server Main Window 2 13 BCMS Vu Server Basics Menu Item Action Disconnect Breaks the connection between the Server and the DEFINITY system If there is no active connection with the DEFINITY system
158. inish 5 Select the splits skills agents or VDNs as appropriate that you want to include on the display a If there is a pull down menu on the wizard page choose one item from the menu b If there are Available and Selected windows on the wizard page select one or more items from the Available list 1 To select all items in the Available list select Add All 2 To select individual items highlight them and select Add 3 Use the Remove and Remove All buttons to remove items that you do not want to display Creating a Real Time Graph Report 7 3 Working with Reports 6 Select Next The next window that appears which depends on the type of data you selected on the first window asks you to choose the attributes that you want to measure in the report For example the following illustration shows the window that appears if you chose the radio button next to Agent summary Real Time Graph Properties Wizard Page 3 of 4 Select the Agent Summary items you wish to graph Available Items Selected Items EXT Out Calls ACD Calls EXT In Calls Add All gt Add gt lt Remove lt Remove All 7 Select the attributes data items that you want to include on the display a To select all items in the Available list select Add All b To select individual items highlight them and select Add c Use the Remove and Remove All buttons to remove attributes that you do not want
159. ion to presenting the report in interval and daily increments BCMS Vu can take daily data and summarize it over a week month and quarter three month period You create a BCMS Vu Historical Report using the New Report option in the File menu After you have created and saved a Historical Report you can access the report using the Open Reports option in the File menu Historical Reports have predefined formats and you cannot choose the data items reported in each category of Historical Report You choose the type date range interval and some other aspects of the report To learn how to create open and print Historical Reports refer to Chapter 7 Working with Reports 6 4 Creating Historical Reports About Historical Reports Sample Historical Report The following illustration is an example of a Historical Report fm Q O ozi a 8 Split skill daily Report Unsaved BCMS Vu Spli8kill Dv ily Report From 2 13 98 To 516198 Laps of Week Included Sunday Monday Tuesday Wednesday Thursday Friday Saturday AVG AVG AVG TOTAL ACD SPEED ABAND ABAND TALE AFTER FLOW FLOW CALLS ARS CALLS TIME TIME CALL If OUT Sp ltsSkilt Sp lt Skill Mames rent Acceptable Service Lawet 5 21 656 59m 9119 159 100 11785 7478 1 22011 17 100 11868 aly 3 014 us gt 11968 39035 153 0 12088 302302 158 0 18185 EAI o 0 12158 30411 154 0 12385 248140 103 0 10485 1 7417 ng 0 MIR 1 91149 157 0 12186 1 5641 140 0 12788 2288
160. ithin Service Level About Real Time Text Reports 5 15 N im Q 2 R f a Report Basics About Wallboard Displays In BCMS Vu a Wallboard Display is a window on the PC screen that mimics the behavior of an external wallboard When you create a display on your monitor you can send it to be displayed on an external wallboard This section includes the following topics Categories of Wallboard Displays Wallboard Display features Types of wallboards Sample Wallboard Display Wallboard Display attributes Categories of Wallboard Displays There are four categories of Wallboard Displays Split Skill Summary Displays values of one or more data items over one or more splits skills The data items you can choose for this report are different from those in a Split Skill Details Wallboard Display See Wallboard Display Attributes on page 5 20 for a list of these items Split Skill Details Displays values of one or more data items for one split skill The data items you can choose for this report are different from those in a Split Skill Summary Wallboard Display See Wallboard Display Attributes on page 5 20 for a list of these items Agent Summary Displays values of one or more data items for one or more agents in one split skill VDN Summary Displays values of one or more data items for several VDNs 5 16 About Wallboard Displays Report Basics Wallboard Display Features When you
161. k administrator TCP IP is being used to connect to the switch and the network on the PC is not properly configured Configure the network on the PC See Chapter 2 of the Installation Guide Communications error window appears with two options Retry the connection and Cancel the connection The program attempts to reconnect If it does not reconnect and you do not select Cancel the program attempts to reconnect again after thirty seconds offering the same options It tries again after 1 min 2 min 4 min and so forth It continues trying to reconnect indefinitely at greater and greater intervals until it is successful or until you select Cancel The connection to the DEFINITY system has dropped Connect to DEFINITY system 10 4 Resolving Problems Troubleshooting Starting Connecting Problems Problem Probable Cause Action Attempted to start Server Omninames and or 1 Close all applications or Wallboard software ConnectionServer is are not Received message that running 2 Reboot the PC Omninames and or ConnectionServer is are not running 4 Restart Server software 3 Wait three minutes This allows time for the TCP IP stacks to correctly set up on your PC LAN or Restart Omninames and ConnectionServer 1 Open C Programs Files Avaya BCMS Vu Common 2 Double click on ConnectionServer exe 3 Press Ctrl Alt Del to open the
162. l down menu on the left im Q 2 a f a Format Destination Character separated values Disk file Character separated values Commarseparated values CSV Crystal Reports RPT Data Interchange Format DIF Cancel Excel 2 1 XLS Excel 3 0 XLS Excel 4 0 XLS Excel 5 0 XLS Lotus 1 2 3 WK1 Lotus 1 2 3 WK3 Lotus 1 2 3 4 Select OK If you select Microsoft Mail MAPI an e mail type window appears Enter the appropriate information and select Send Send Mail El Check Names Address Cancel To Cg Subject Message Exporting Historical Reports 6 9 About Historical Reports If you select Disk File a window entitled Choose Export File appears Select the file location and file name you want and select Save Choose Export File saven oll al eed Acrobat3 1Fh296 m OnNet3 Data au Winnt Adobeapp Forehelp Program Files Works BCMSYuServer 1386 Recycler Client _jIcons _i1Smtsmt Compas JMsg_mgr Temp Corel _IMSOffice _j Temporary deleteme J My Documents Test Exchange notes unzipped o File name Jagentd doc Save as type Word for Windows doc Cancel 6 10 Exporting Historical Reports Working with Reports Overview Chapters 5 and 6 described Real Time and Historical Reports what they are and what they measure In this chapter you will learn how to Create different types of reports Save re
163. larly and safely from the DEFINITY system Failure to do this carefully can cause you to lose data irrevocably Downloading data is described in an earlier section of this chapter In order for you to download data in a timely manner and not lose data you should consider how the DEFINITY system stores data The following section describes this process Note When you install BCMS Vu Server software the installation program suggests that you store historical data in default locations If you accept the default location historical data is stored in C Program files Avaya BCMS Vu Server You can decide to store the data in another location 4 22 Managing BCMS Vu Historical Data Configuring and Managing the BCMS Vu Software How the DEFINITY System Stores Data The DEFINITY system stores interval data for only 24 intervals 12 hours of half hour intervals and 24 hours of hour intervals and daily data for only seven days In order to save data for longer periods you must download it before it is deleted from the DEFINITY system Using the Server you download the data to the hard disk where the database destination location has been defined You can perform the download immediately or you can schedule it to take place later on a regular basis When you schedule downloads to take place on a regular basis you choose how frequently the downloads occur You can specify that they occur as often as every hour or as infrequently as every
164. lboard itself Refer to the table in the following section N im Q 2 lozi a About Wallboard Displays 5 17 Report Basics Types of Wallboards BCMS Vu supports the following types of wallboards Wallboard Number of Characters Manufacturer E g Type Lines per Line WB1 IW1 Avaya 2 20 WB2 IW2 Avaya 2 26 WB3 IW3 Avaya 2 33 WBS IW5 Avaya 1 20 TCD226C AdvaTel 1 26 TCD426C AdvaTel 4 26 Japanese AdvaTel 2 26 Wallboard UPD 64 Ferrograph 2 30 5 18 About Wallboard Displays Report Basics Sample Wallboard Display Below is an example of a Wallboard Display in BCMS Vu Lucent Technologies BCMS Vu File Edit Options View Window Help Osea ajaj 2 Split skill summary display Unsaved For Help press F1 DEFINITY y Creating a Wallboard Display To create a Wallboard Display refer to Creating a Wallboard Display on page 7 13 N fom Q 2 a f a About Wallboard Displays 5 19 Report Basics Wallboard Display Attributes The following tables list the data items measured in the different categories of Wallboard Display Reports Data items are defined in Chapter 9 BCMS Vu Real Time and Historical Report Data Items Splits Skills Summary Available Agents Abandoned Calls ACD Calls Average Abandoned time Average After Call Average Speed of Answer Average Talk Time Calls Waiting Direct Agent Call
165. lboards 8 8 Cancelling a Broadcast Message BCMS Vu Real Time and Historical Report Data Items Introduction BCMS Vu uses data items that are stored in database tables to build real time and historical reports Real time data items are retrieved directly from the BCMS on the DEFINITY system Historical data items previously downloaded from BCMS are stored in a historical database on your PC This chapter defines every data item that is used by BCMS Vu to create both real time and historical reports It consists of two tables Data Items Real Time Reports This table defines data items used in real time reports Data Items Historical Reports This table defines data items used in historical reports Note Data items with the same name can have different definitions in different types of reports Introduction 9 1 BCMS Vu Real Time and Historical Data Items Data Items Real Time Reports Data Items Real Time Reports Data Item Report Type Definition Within Service Level Split Skill Detail Graph Percentage of calls offered to the split skill that completed during the interval and were answered within the acceptable service level This represents a target level of service that is a measure of split skill performance For example a split s service objective might be to answer 90 of calls within 20 seconds the acceptable service level This field is blank if no calls have been
166. le you try s to write to 1t no message ha is sent reporting that the wallboard can t be S f contacted a When you try to uninstall Install Uninstall program After you uninstall the the Wallboard software Wallboard program look in not every associated file is C Program Files Avaya removed BCMSVu Common If the file Wallboard dll is present remove it Resolving Problems 10 27 Troubleshooting Miscellaneous Problems Problem Probable Cause Action Another application on the PC freezes User started to close BCMS Vu but closing was not completed 1 Press Ctrl Alt Del to open the Windows NT Security window Windows NT 4 0 or Close Program window Windows 95 or 98 Select Task Manager Windows 2000 and NT 4 0 In the Windows NT Task Manager window or Close Program window look for BCMSVuServer bemsvuclient omniNames exe and ConnectionsServe Ifany of these application names is there highlight it and select the End Task or End Process Button Another application on the PC is not responding BCMS Vu is performing a historical data download Wait for the download to finish Consider rescheduling the historical data download for a time of day when you are not using the PC When you upgrade from one version of R2 to another version the old error log remains unchanged This is normal Old entr
167. led with the clock time at the beginning and end of the trace Threshold ranges are represented by colored or patterned horizontal bands Caution and warning colors are those you select with the Option Configure Color Palette command but the normal band is the default color When the trace is at its highest distance above the baseline it represents the maximum value you set with the Options Configure Thresholds and Maximum Value command or the default maximum value if you do not choose one If no data is available at a particular time a special character appears on the graph If you position the cursor over this character a tool tip displays No data available Time trace values greater than the maximum value are indicated by a distinctive mark at the maximum value level If you position the cursor over a time trace graph line the value and time of that point on the graph appears in a pop up window Note If there is no data available from the DEFINITY system the value of the trace is given as zero 5 22 About Time Trace Reports Report Basics Sample Time Trace Report The following illustration is an example of a Time Trace Report Split Skill summary time trace Unsaved Split Skill 31 T10 hu 31 ACD Calls 1 18 16 PM O Normal Values O Caution Zone E Warning Zone Creating a Time Trace Report To create a Time Trace Report refer to Creating a Time Trace Report on page 7 22 About Time Trac
168. lem wallboard If more than one wallboard report is open you can use Report Properties to find the report that is accessing the problem wallboard Alternately you can simply close all reports then reopen a report from one Client and send it to the problem wallboard Close all Clients or disconnect all Clients from the Server then open all Clients or reconnect all clients to the Server and send a report to the problem wallboard Close the Server restart the Server and send a report to the problem wallboard 10 26 Resolving Problems Troubleshooting Wallboard Problems Problem Probable Cause Action Wallboard display does Server program has been _ Reconnect Server PC and or not change for several closed or Server PC has restart Server software minutes been disconnected Server cannot register COM Port larger than 8 Use a COM Port number from wallboard specified in COM Port 1 through 8 setting After you try to register a Another Server is accessing Wait until the other Server has wallboard you select Test the wallboard finished accessing the Connection You do not wallboard see Test Message on the wallboard even though you are sure that the wallboard is properly connected and that you entered the correct matching name and COM Port number Ferrograph wallboards Nature of Ferrograph None only wallboard If wallboard is disconnected whi
169. lows Real Time Graph Report gra Real Time Pie Chart Report pie Real Time Text Report trp Wallboard Display wal Time Trace Report tra Historical Report his 4 Typea file name for the report This name will be displayed in the title bar of the report window the next time you open the report 5 Select Save 7 34 Saving a Report Working with Reports Closing a Report To close a report do the following 1 Click on the Close button in the upper right comer of the report window or Select Close Report from the File menu If you have not saved the report since you created it or changed it a window appears asking you if you want to save the unsaved report a im Q a a f a 2 a Ifyou want to save the report select Yes b If you want to exit the report without saving it select No c If you want to return to the report select Cancel Closing a Report 7 35 Working with Reports Opening a Report To open a report that you have previously saved do the following 1 Select the Open toolbar button or Select Open Reports from the File menu 2 A dialog box appears showing the contents of the BCMS Vu reports directory 3 In the Files of type list box select the type of report you want to open The available types are as follows Real Time Graph Report gra Real Time Pie Chart Report pie Real Time Text Report trp Wallboard Display wal Time
170. ment 4 11 DEFINITY system 1 1 connectingto 4 4 4 8 datastorageon 6 2 definition 00 p 1 disconnecting from 4 8 managing the connection 4 8 reconnecting to 00 4 8 delete records nd ee ee Hes 2 13 2 15 DHCP arrio 48 fics takin ee Ve lahat de ak 10 33 disconnect fromaServer 3 6 3 14 from the DEFINITY system 2 14 2 15 4 8 Disconnect from Server menu 3 11 disk space storage requirements 1 10 displaying information on wallboards 8 1 A naaman She pele ae Pe ces 10 33 documents related p 6 download status o o 2 16 downloading historical data 2 12 2 15 4 8 terminates 2 as a doa A ee 2 15 E Edit men sei 0 bea dt ad 3 10 end dater ss ff ny ee Cage ie LR tt 7 32 error description 10 34 error log A 2 14 10 34 ErrorLogmenu 3 12 Exit menu Clot ict we Ae ek Gack pde 3 10 Serveri peas Ges do le ae 2 11 exiting BCMS Vu Client software 3 7 BCMS Vu Server software 2 9 BCMS Vu Wallboard software 8 2 exporting Historical Reports 6 8 external wallboard 8 1 8 3 broadcast message o 8 1 broadcast message to configuring Sok a ee a feaf res ai e ead a sending a Wallboard Display Report to F File menu CHENG eau
171. n ACD call begins in the 10 00 to 11 00 time period but terminates in the 11 00 to 12 00 time period the data for this call is counted in the 11 00 to 12 00 time period 9 12 Data Items Historical Reports BCMS Vu Real Time and Historical Data Items Data Item Historical Reports Data Item Report Type Definition Avg Speed Ans VDN The average time to answer ACD and connect calls see CONN Calls below that completed for this VDN during the current period This includes the time in vector processing in a split skill s queue and time ringing This calculation is AVG SPEED ANS Total Answer Time Total ACD Calls Total CONNect CALLS A completed call can span more than one time period ACD calls that are in process have not terminated are counted in the time period in which they terminate For example if an ACD call begins in the 10 00 to 11 00 time period but terminates in the 11 00 to 12 00 time period the data for this call is counted in the 11 00 to 12 00 time period Avg Staff Split Skill The average number of agents who were logged into this split skill staffed during the reporting interval AVG STAFF Total Staff Time Time Interval Avg Talk Hold Time VDN The average duration of ACD calls from answer to disconnect for this VDN during the current interval This includes time spent talking and on hold The calculation does not include time spent ringing at an
172. nce over the updating of real time data Therefore real time reports will update at a slower rate while historical data are downloading from the DEFINITY system to the historical database If you display too many items in a graph with vertical bars their values will not appear above the bars If the label containing the value of the item is wider than the bar the value is not shown This prevents numbers from overlapping numbers above adjacent bars If there is no data available from the DEFINITY system zeros appear above the names of the items You cannot print Real Time Graph Reports 5 6 About Real Time Graph Reports Report Basics Maximum Values and Real Time Graph Scales To determine the scale of a Real Time Graph BCMS Vu uses the highest specified maximum value of the items that the graph contains To obtain the best results from a Real Time Graph you should do the following Specify maximum values that are reasonably close to actual values See Thresholds and Maximum Values Configuration on page 4 17 e Select items whose maximum values are similar At installation BCMS Vu specifies the default maximum values for all measurement items To change the specified maximum value for any item select Thresholds and Alerts in the Options Configure menu See Thresholds and Maximum Values Configuration on page 4 17 N im Q 2 R f a About Real Time Graph Reports 5 7 Report Basics Re
173. nd Managing the BCMS Vu Software Connecting to and Disconnecting from the DEFINITY System BCMS Vu Server normally remains connected for as long as both BCMS Vu Sever and the DEFINITY system are running While BCMS Vu Server is connected to the DEFINITY system you can manually disconnect it To do this select Disconnect from the Options menu or select the Disconnect icon from the toolbar BCMS Vu Server disconnects If BCMS Vu Server is not connected to the DEFINITY system you can manually connect it To do this 1 Select Connect from the Options menu or select the Connect icon on the toolbar The Server Connection window appears 2 Highlight the Server you want to connect to and select Connect Provided the PC is properly connected and the DEFINITY system is running BCMS Vu Server connects to the DEFINITY system Allow several minutes for the connection to be established When BCMS Vu Server is connected to the DEFINITY system the status bar shows icons of a large and small PC connected by moving colored dots If BCMS Vu Server is disconnected from the DEFINITY system only one icon appears Downloading Historical Data The Downloads Configuration Wizard in the Server allows you to specify how often at what time and where the historical database is downloaded from the DEFINITY system to your PC You download historical data from the Server Note Downloading historical data regularly and correctly is absolutely
174. nt a registered wallboard configuration has been changed Error Codes 10 49 al Q a a f a Troubleshooting ID Description Resolution 4106 Database records have been erased Advisory only 4107 A monitored application cannot be Restart these applications from the found Connection Server or Common directory refer to Omninames are not running Resolving Problems this chapter or stop and restart the Server 4108 A monitored application has been Advisory only restarted 6008 Naming Service not in map Entries have been removed from the registry of the machine that reports the error Reinstall BCMS Vu on that machine 6502 Server Check that the machine you are Connection Server is not running on trying to connect to has a running the machine PC specified Connection Server or stop and restart the Server 6502 Client Find the Server Object does not exist 6504 Unable to find naming service Check that Omninames is running or stop and restart the Server 7001 Internal software error Contact Avaya 7011 The process you were trying to Make sure the process is running contact is missing hung or unable properly Retry the operation to complete the operation in time Restart the process if necessary Note if the problem is a DEFINITY system connection try powering down the data module and powering it up again 7012 Internal software error Con
175. nters In the Printers window select Add Printer Inthe Add Printer Wizard window select Next Select Local Printer and select Next Highlight HP in the left selection box and HP LaserJet 4MP in the right selection box and select Next Highlight LPT1 and select Next In the window with the text Do you want your Windows based programs to use this printer as the default printer select the radio button next to Yes and select Next In the window with the text Would you like to print a test page select the radio button next to No and select Finish Resolving Problems 10 11 im Q a a f a Troubleshooting Historical Report Problems Problem continued When you try to open a historical report the following error message appears There is no default print er To install and select a default printer open the Start button choose Set tings Select Printers and then select Add Printer Probable Cause continued No printer is administered for the PC Before you can open a historical report a fictitious printer name must be administered and made the default printer even if no printer is available to the PC Action 9 If the printer driver is already installed on your hard drive the printer administration will be completed If Windows 95 or 98 was in stalled on your hard drive f
176. occurred After 300 entries have been reported the log rolls over deleting the oldest record and writing in the newest The contents are updated automatically every 30 seconds the most recent incident is displayed at the top of the error log window You will not be able to see information about incidents which have occurred since you opened the error log until you close the Notepad window and re open it You should close the error log display as soon as you have read it or fixed the problem You can select it again later if you encounter any more trouble Each row of the error log describes one incident The significance of each column is as follows There are three severity levels indicated by icons 6 Danger A problem that stops part of the system from functioning normally O Warning A problem that should be fixed immediately Li Information Useful information The subsystem name identifies the module of the application in which the problem occurred For example the Server Client and ConnectionServer The error description is a brief statement about the cause of the error For more about the cause of the error and how to prevent its happening again 10 34 Error Log Troubleshooting refer to Error Log and Error Codes in Online Help or Error Messages in this guide The date time stamp identifies the time the error occurred To see the latest messages in the error log do the following Sele
177. oftware you do not need to install or start BCMS Vu Wallboard software on your Server PC it is automatically installed when you install Server software and it starts automatically when you start Server software However in order to access a wallboard attached to a PC other than a Server PC you must start the Wallboard software on that PC Therefore if a wallboard is connected to a PC without Server software you must manually start BCMS Vu Wallboard software on that PC To start the BCMS Vu Wallboard software in Start Programs Avaya select BCMS Vu Wallboard The Wallboard program starts However the only indication that it is running is an icon NU at the right end of the status bar on your screen Exiting BCMS Vu Wallboard Software To exit BCMS Vu Wallboard Software 1 Click with the secondary mouse button on the icon NU at the right end of the status bar 2 Follow the menu that appears to close the Wallboard software 8 2 Introduction Displaying Information on External Wallboards Sending a Wallboard Display to an External Wallboard If an external wallboard has been registered with BCMS Vu Server you can direct the output of one Wallboard Display on your monitor to appear on the external wallboard To assign a Wallboard Display to an external wallboard do the following 1 Ifthe Wallboard Display Report is already created a Open it Refer to Opening a Report on page 7 36 b Select the Report Propertie
178. ogin e Password aging for the BCMS Vu logon is in effect on the DEFINITY system and Aging is in effect for the login that BCMS Vu Server uses to access the DEFINITY system and The password expires To eliminate this problem altogether you may turn off password aging on the DEFINITY system add login form To do this leave the password aging field in the next screen blank To change login passwords refer to BCMS Vu Login and Password in Chapter 2 of BCMS Vu Software R2 Installation Guide onl vo w Q S Q 4 Select Next The Specify the Host Name IP Address and Port for TCP IP or Phone Number and Serial Port for the data module for BCMS Vu to use to access the switch window appears Configuring BCMS Vu from the Server 4 5 Configuring and Managing the BCMS Vu Software 5 In the Mode of Connection group box choose the TCP IP or the Data Module radio button If you choose the TCP IP option the Host Name IP Address and Port boxes are enabled and the Phone Number and Serial Port are disabled If you choose the Data Module option the Phone Number and Serial Port boxes are enabled and the Host Name IP Address and Port boxes are disabled Note If you are configuring for the first time then the TCP IP radio button is selected by default Otherwise the option that was used the previous time is selected
179. old Time VDN Outgoing Completed VDN Name All Busy In Service Level Time Maintenance Abandoned Calls Split Abandoned Calls VDN Skill Historical Report Historical Report Abandoned Calls Abandoned Calls Average Abandoned Time Average Abandoned Time Overflowed Calls Split Overflowed Calls VDN Skill Historical Report Historical Report ACD Calls ACD Calls Flow Out Flow Out Split Skill VDN Split Skill Name VDN Name Scheduling Historical Reports To schedule the printing of Historical Reports refer to Scheduling the Printing of a Historical Report on page 7 39 Historical Report Attributes 6 7 About Historical Reports Exporting Historical Reports You can export a Historical Report in various formats by e mail using MAPI Mail Application Programming Interface if Microsoft Messaging is installed on your PC If Microsoft Messaging is installed you can see a Messaging icon in the Historical Report status bar You can also save a Historical Report to a file in various formats To export a Historical Report 1 Click on the Export icon The Export window appears Destination Disk file Cancel 2 Choose either Disk File or Microsoft Mail MAPI in the Destination pull down menu on the right Format Destination JE Microsoft Mail MAPI 6 8 Exporting Historical Reports About Historical Reports 3 Choose one of the formats in the Format pul
180. on Xoff for the flow control Troubleshooting the Data Module 10 41 im Q a a f a Troubleshooting The Port Settings should look like this COM2 Properties Bits per second Data bits Parity Stop bits Flow control xon off v Restore Defaults 10 Select OK to set your current settings and close the COM Properties dialog box 11 In the HyperTerminal window press the Enter key 12 Type ati 10 42 Troubleshooting the Data Module Troubleshooting 13 Press the Enter key again If nothing happens repeat steps 9 through 12 14 Enter atd lt extension gt where lt extension gt is the hunt group number In the following example it is 4444 Note If you chose a COM Port in step 6 that is being used by your PC but is not attached to the data module you cannot type in the HyperTerminal window Check the cabling between the PC and the data module and between the data module and the DEFINITY system Exit HyperTerminal and restart it before testing the next COM Port 15 When the HyperTerminal window resembles the following illustration Data Module Test HyperT erminal lol x File Edit View Call Transfer Help Connected 0 01 41 Auto detect 9600 8 N 1 SCROLL press lt Enter gt A Login prompt appears 16 Enter the BCMS Vu Login ID The BCMS Vu Login ID administered on the DEFINITY system Troubleshooting
181. on default printer to print to a file and you schedule a historical 3 report to be printed on that 2 Select Printers Position the cursor over the icon that represents the printer then the report will be printed printer that you will on the application default designate or have printer not to a file designated as the default application printer Click To schedule a historical report the secondary mouse to be printed to a file you must button 1 Set the port of a printer to print to a file 4 Select Properties 2 Make that printer the 5 Select the Ports tab default application printer if it is not already 6 Under the heading Port 3 Schedule the historical check the box next to report to be printed by the FILE default application printer that you designated in step 7 Select OK ra 2 2 i a CAUTION 8 Exit Control Panel E If you print to a file remember 9 In BCMSVu Client 0 that at the time you choose for i the report to be printed your a Select File Printer Setup will be prompted to enter a file name The prompt window b In the Printer Setup remains on the screen no file is window be sure the written and BCMSVu Client is printer you configured in halted until you enter a file steps 3 through 6 is in the name Printer Name box c Select OK Resolving Problems 10 17 Troubleshooting Historical Report Problems Problem A historical re
182. ons 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 Trademarks BCMS Vu Intuity Message Manager CentreVu Agent CentreVu Supervisor and DEFINITY ONE are trademarks of Avaya DEFINITY is a registered trademark of Avaya All other product names mentioned herein are the trademarks of their respective owners Avaya support Avaya 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 Software License Agreement DEFINITIONS Avaya means Avaya Inc You Your or Licensee means the person or busin
183. or a single split skill over time The data items you can choose for this report are different from those in a Split Skill Details Time Trace See Time Trace Report Attributes on page 5 24 for a list of these items Split Skill Details Time Trace Also shows variations in the value of a single data item for a single split skill over time The data items you can choose for this report are different from those in a Split Skill Summary Data Time Trace See Time Trace Report Attributes on page 5 24 for a list of these items Agent Data Time Trace Shows variations in the value of a single attribute for a single agent over time N pa D w 2 a a VDN Data Time Trace Shows variations in the value of a single attribute for a single VDN over time About Time Trace Reports 5 21 Report Basics Characteristics of Time Trace Reports You can specify time in either of two ways Asa specified number of data points in which case the distance along the baseline represents a fixed period of time and data older than this time is dropped from the left edge of the graph as new data is displayed at the right edge As the time that has elapsed since the report was newly created or opened In this case over a period of time the scale of the baseline decreases to represent the total period since the report began A maximum of twelve hours can be displayed on one time trace The baseline is labe
184. ort The New window appears 2 Select Real Time Text The Select the type of data on which to base the report window appears Real Time Text Properties Wizard Page 1 of 2 Select the type of data on which to base the report System summary Split Skill summary VDN summary 3 Select the radio button next to the type of data System summary Split Skill summary or VDN summary that you want to show on this Real Time Text report 4 Select Next 7 10 Creating a Real Time Text Report Working with Reports The specific window that appears depends on the type of data you selected on the first page of the wizard For example if you choose the System summary report the following window appears Real Time Text Properties Wizard Page 2 of 2 Selectthe splits skills you wish to include in the display Chapter 7 Available Splits Skills Selected Splits Skills 1000 Sales 3 Marketing 3333 Bill Inquiries Add All gt 2 Complaints 207 Service Add gt lt Remove lt Remove All 5 Ifyou select System summary or VDN summary on page 1 of the wizard on this page select the splits skills or VDNs that you want to include on the display a To select all items in the Available list select Add All b To select individual splits skills or VDNs highlight each and select Add c Use the Remove and Remove All buttons to remove splits skills and VDNs that you do not
185. ort to be printed by the default application printer that you designated in step te 2 2 F CAUTION a If you print to a file remember that at the time you choose for the report to be printed your will be prompted to enter a file name The prompt window remains on the screen no file is written and BCMSVu Client is halted until you enter a file name Resolving Problems 10 19 Troubleshooting Real Time Report Problems Problem Probable Cause Action For non EAS Login ID option is not Validate Login ID at the installations validated Agent Reports are not functioning properly DEFINITY system by doing the following e Ifthe System Customer Option Field bcms login IDs is set to y the Fea ture related System Parameters Field Vali date loginIDs must also be set to y e If bcems loginIDs is set to n call Avaya Real time reports are not changing Lost connection to the DEFINITY system Check connection on status bar Try to reconnect to the DEFINITY system if the connection is not active and if the DEFINITY system is still operational Reports and or downloads do not appear to be functioning Lack of proper user permission Make sure the login ID for the DEFINITY system has the following permissions Display Admin and Maint Data and System Measurements Improper username password Make sure you are
186. pen report Save Report Saves an open report with the same file name Save Report As Saves an open report to a different file name Print Report Ifa Real Time Text Report or a Historical Report is active selecting this menu item displays a standard Windows print window The BCMS Vu Client Main Window 3 9 BCMS Vu Client Basics Menu Item Action Printer Setup Displays a standard Windows printer setup window The BCMS Vu software supports parallel or network connected printers recently used After the BCMS Vu software has been used for the first reports time a list of the most recently displayed reports appears here Select the number or name that corresponds to the report you want to open Exit Exits BCMS Vu Client and terminates the connection to BCMS Vu Server Edit The Edit menu has the following items Menu Item Action Report Runs the Properties Wizard to let you change the Properties properties of the active report on your screen Options The Options menu has the following items Menu Item Action Configure Runs a Configuration Wizard to change the configuration settings for the following e Alerts Color Palettes Thresholds and Maximum Values Broadcast Broadcasts a message to be displayed on the wallboard Message If a wallboard is not registered this command is disabled 3 10 The BCMS Vu Client Main Window BCMS
187. plit skill Agent Summary Data items for all agents logged into a single split skill Note Real time agent reports will function only if you select fewer than 100 agents logged into the split skill for which the report is running VDN Summary Details relating to calls processed by VDNs Note The VDN summary is available only if the Vectoring feature is administered on the DEFINITY system You select how items are grouped on graphs By measured entity split skill agent VDN e By attribute for example average speed of answer answered calls abandoned calls 5 4 About Real Time Graph Reports Report Basics Sample Real Time Graph Report The following illustration is an example of how Real Time Graph Reports appear in BCMS Vu when you choose to group by a measured entity ff Split skill summary bar graph Unsaved a a co a ailable Agents Within Service Level Available Agents Within Service Level ailable Agents Within Service Level wn ACD Calls ES plit Skill 31 T10 hu 31 plit Skill 32 T10 HU 32 plit Skill 33 T10 Hu 33 The following illustration is an example of how Real Time Graph reports appear in BCMS Vu when you choose to group by attribute fff Split skill summary bar graph Unsaved D D w Split Skill 32 T10 HU 32 Split Skill 33 T10 Hu 33 Split Skill 31 T10 hu 31 Split Skill 32 T10
188. port was scheduled to print to a file but it was printed on a printer connected to the PC or on the network Probable Cause The printer that was configured to print to a file was not the application default printer If you set the port of a printer that is not the application default printer to print to a file and you schedule a historical report to be printed on that printer then the report will be printed on the application default printer not to a file To schedule a historical report to be printed to a file you must 1 Set the port of a printer to print to a file 2 Make that printer the default application printer if it is not already 3 Schedule the historical report to be printed by the default application printer that you designated in step 2 CAUTION If you print to a file remember that at the time you choose for the report to be printed your will be prompted to enter a file name The prompt window remains on the screen no file is written and BCMSVu Client is halted until you enter a file name Action 10 When you schedule the historical report in the window where you select the printer be sure to select the application default printer that you chose in step 9 WINDOWS 95 or 98 1 Select Start Settings Control Panel Select Printers 3 Position the cursor over the icon that represents the printer that you will designate or have designated as
189. ports Open previously saved reports Change the properties of a report Print reports Schedule the printing of Historical Reports Use the controls on the Historical Report window Reports are created saved opened edited and printed from BCMS Vu Client Overview 7 1 Working with Reports Creating a Real Time Graph Report To create a Real Time Graph Report 1 Inthe File menu select New Report The New window appears 2 Select Real Time Graph The Select the type of data you wish to graph window appears Real Time Graph Properties Wizard Page 1 of 4 Select the type of data you wish to graph Split Skill summary Split Skill details VDN summary Help Cancel lt Back Finist 3 Select the radio button next to the type of data for example Agent summary that you want to show on this Real Time Graph 4 Select Next 7 2 Creating a Real Time Graph Report Working with Reports The specific window that appears depends on the type of data you selected on the first window For example the following window appears if you select the radio button next to Agent summary Real Time Graph Properties Wizard Page 2 of 4 Selectthe split skill for which to graph agent data Split Skill name Chapter 7 Available Agents Selected Agents 5555 Schwarz W J 0 Peters Greg 4 Peterson C N pada 66 Gitleson HM Add gt lt Remove All Help Cancel lt Back F
190. r at the bottom of the BCMS Vu main window or as a tooltip For information about any BCMS Vu window you are working in press the F1 key or select a Help button if one is displayed in the window To select a particular topic or read about BCMS Vu functions choose Help Topics from the Help menu N pa D gt a a a Using BCMS Vu Server On Line Help 2 17 BCMS Vu Server Basics 2 18 Using BCMS Vu Server On Line Help BCMS Vu Client Basics Introduction This chapter describes the main features of BCMS Vu Client software It includes the following topics What can I do using BCMS Vu Client Starting BCMS Vu Client software Disconnecting BCMS Vu Client from a Server Reconnecting BCMS Vu Client software to a Server Exiting BCMS Vu Client software Understanding the BCMS Vu Client main window BCMS Vu Client Online Help Introduction 3 1 BCMS Vu Client Basics What Can I Do Using BCMS Vu Client Use BCMS Vu Client to Connect to a server Receive real time data from the DEFINITY system and display it in textual and graphical form on a PC monitor Print real time textual reports Display real time data As Wallboard Displays on a monitor that mimic the display capabilities of external wallboards used in call centers On several types of external wallboards Select the data items you want to display when you define a real time report or Wallboard Display Specify alerts on real time dat
191. rade your server or client Server interface version lt Server version gt is not compatible with this version of the BCMS Vu Client interface version lt Client version gt software to ensure compatibility 10 54 Error Codes Troubleshooting ID Description Resolution 8503 This Client is not registered with that Server On the Server application go to menu item Options Configure Clients and add the Windows login ID of the user on the Client PC 8504 Too many connections to the Server The limit is lt number gt This Client cannot be connected to the Server because there are already lt number gt Clients logged in You must wait until a Client logs out of the Server The lt number gt is determined by the type of hardware key installed 8505 The Server is performing maintenance operations Typically database repairs compaction are being carried out Check the Server to see what it is doing and if necessary wait for the operation to finish 8506 Unknown rejection code lt number gt The Server has rejected the Client connection for an unknown reason Contact Avaya 8507 The Server is not properly configured The Server has detected a serious problem with its own configuration Check the Server configuration through Options Configure Switch Connection 8508 The Server could not be connected The Client has attempted to
192. recorded for this time interval or if there is no Acceptable Service Level administered on the Hunt Group form Within Level Split Skill Summary Graph Percentage of calls offered to the split skill that completed during the current interval and were answered within the administered acceptable service level The calculation is based on the following INSERVLEVL acceptable x 100 offered where acceptable are ACD calls answered whose wait time was less than or equal to the administered service level for the split skill and offered includes all calls that queued to the split skill those that were answered those that abandoned those that outflowed and those that were queued to another split skill and were handled in that split skill Within Service Leve VDN The percent of calls offered to the VDN that completed during the current interval and were answered within the acceptable service level defined on the VDN form The calculation is IN SERV LEVL acceptable x 100 calls offered calls offered is defined as acdcalls outflows abandoned connect busy disc and acceptable is the number of ACD and CONNect calls that were answered within the administered service level This field is blank if no calls were recorded for this time interval This field is also blank if no Acceptable Service Level has been administered on the VDN form 9 2 Data Items Real Tim
193. roadcast details First line of message Congratulations Team Second line of message we Hit Our Target C Double Height Characters r Message Color o Em occ o Hm Message hold time seconds f Message display time hh mm ss 00 00 30 Help Cancel lt Back Next gt Broadcasting a Message on an External Wallboard 8 5 Displaying Information on External Wallboards 5 Place your cursor in the first line of the message box 6 Enter the first line of the message you want to broadcast If the wallboard accepts more than one line enter the subsequent line s in the message box es below 7 Select the radio button next to the color green yellow or red in which you want the message displayed 8 In the Message hold time text box enter how long in seconds you want each line of the message to appear on the external wallboard before the next line appears 9 In the Message display time text box enter the period of time in hr min sec that you want the entire message to be displayed 10 To send the message to the wallboard select Finish 8 6 Broadcasting a Message on an External Wallboard Displaying Information on External Wallboards Cancelling a Broadcast Message To cancel a broadcast message in progress select Cancel Broadcast from the Options menu oo Q 2 a a Cancelling a Broadcast Message 8 7 Displaying Information on External Wal
194. rom a compact disc but printer drivers were not installed in sert the compact disc that con tains the Windows 95 program into your compact disc drive Be sure the correct path to the drive is in the text window and select Next The printer ad ministration will be completed If Windows 95 or 98 was in stalled on your hard drive from a network drive enter the path to the network drive directory that contains the Windows 95 or 98 program and select Next The printer adminis tration will be completed For PCs using Windows 2000 or NT 4 0 1 Select Start Settings Printers 2 In the Printers window select Add Printer 10 12 Resolving Problems Historical Report Problems Troubleshooting Problem Probable Cause Action continued When you try to open a historical report the following error message appears There is no default print er To install and select a default printer open the Start button choose Set tings Select Printers and then select Add Printer continued No printer is administered for the PC Before you can open a historical report a fictitious printer name must be administered and made the default printer even if no printer is available to the PC Select the radio button next to My Computer and select Next Check the box next to LPT1 Local Port and select Next 5 Highlight HP in the left selection box and HP
195. rver after you install BCMS Vu Server software a configuration wizard appears The first window of this wizard the Welcome window gives you some information about what follows It is shown in the following illustration 2 6 Starting BCMS Vu Server Software BCMS Vu Server Basics Configuration Wizard Page 1 of 8 Welcome to BCMS Vu This wizard steps you through the settings to allow you to connectto a switch schedule the historical data download register clients and set up wallboards The wizard also gives you the option of testing your switch connection and wallboard connection N i Q a a iS Help Cancel Select Next The wizard that follows is identical to the wizard you encounter when you chose Options Configure First Time For a description of the wizard refer to Configuring BCMS Vu from the Server on page 4 3 Starting BCMS Vu Server Software 2 7 BCMS Vu Server Basics Disconnecting BCMS Vu Server from the DEFINITY System Do not disconnect BCMS Vu Server from the DEFINITY system while any client is connected to the Server or you may experience problems If BCMS Vu Server is running and is connected to a DEFINITY system you can disconnect it without closing the Server application by doing the following In the Options menu select Disconnect or Select the Disconnect toolbar button A A Reconnecting BCMS Vu Server to the DEFINITY System If you have disconnected
196. s Restrictions You agree not to rent lease sublicense modify or time share the Software or Documentation Termination This Agreement shall automatically terminate if You breach any of the terms or conditions of this Agreement You agree to destroy the original and all copies of the Software and Documentation or to return them to Avaya upon Termination of this License License Agreement LIMITED WARRANTY AND LIMITED LIABILITY 1 Compatibility The Software is only compatible with certain computers and operating systems THE SOFTWARE IS NOT WARRANTED FOR INCOMPATIBLE SYSTEMS Software Avaya warrants that if the Software fails to substantially conform to the specifications in the Documentations and if the Software is returned to the place from which it was purchased within one 1 year from the date purchased then Avaya will either replace the Software or offer to refund the License Fee to You upon return of all copies of the Software and Documentation to Avaya In the event of a refund the License shall terminate DISCLAIMER OF WARRANTIES Avaya makes NO WARRANTY REPRESENTATION OR PROMISE NOT EXPRESSLY SET FORTH IN THIS AGREEMENT Avaya DISCLAIMS AND EXCLUDES ANY AND ALL IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE Avaya DOES NOT WARRANT THAT THE Software OR DOCUMENTATION WILL SATISFY YOUR REQUIREMENTS OR THAT THE Software OR DOCUMENTATION ARE WITHOUT DEFECT OR ERROR OR THAT THE OPERATION OF THE
197. s toolbar button or In Edit select Report Properties c Page 1 of the Wallboard Wizard opens It is the same window that opened when you created the Wallboard Display Refer to Creating a Wallboard Display on page 7 13 d Check the box next to Display data on physical wallboard oe Fu Q a a f a e Select Finish 2 Ifthe wallboard display report does not exist create it following the instructions in Creating a Wallboard Display on page 7 13 Be sure you check the box next to Display data on physical wallboard on page 1 of the Wallboard Properties wizard Note If you try to send a display to a wallboard that is being used the Wallboard connection failed window appears with the following message The following wallboards were already in use lt name gt lt name gt Sending a Wallboard Display to an External Wallboard 8 3 Displaying Information on External Wallboards Broadcasting a Message on an External Wallboard If an external wallboard is registered with BCMS Vu Server you can send short messages to the wallboard connected to any PC in the network that is running BCMS Vu Wallboard software and from the Server PC For example you might broadcast birthday messages or announcements about shift changes To broadcast a message on a wallboard do the following 1 Choose Broadcast Message from the Options menu The Broadcast Message window appears
198. s 3 Enter the Windows Login ID of the Client that you want to register The Registered Clients window reappears 4 To exit the wizard select Save 4 14 Configuring BCMS Vu from the Server Configuring and Managing the BCMS Vu Software About Shares Certain configuration information for example saved reports and Client and Wallboard configurations is stored in the Server folder The historical database is also stored in the Server folder Clients operating from other PCs on the network must be able to access these folders This permission known as a share gives Clients read permission for these folders A share is permission to access read the files in a particular folder This includes access to all files in all folders below the share folder To a Client accessing a shared folder from another PC on the network the shared folder appears to be in the root directory of the server PC The share name can be an alias different from the name of the folder on the Server PC During the installation of BCMS Vu Server the folders in which these files are stored are created by default The folder containing configuration information and the historical database is created in the path C Program Files Avaya BCMS Vu Server and is named BCMSVuServer You can refuse to accept the default and can create your own folder to store these items To find out which folders are shared select Sharing Setup in the Options Configure menu i
199. s agents or VDNs you want to report on 1 To choose all splits skills agents or VDNs in the Available list select Add All 2 To choose individual splits skills agents or VDNs highlight each item and select Add 7 16 Creating a Wallboard Display Working with Reports 3 Use the Remove and Remove All buttons to remove splits skills agents or VDNs from the Selected list 7 When all the splits skills agents or VDNs that you want to report on are in the Selected list select Next Page 4 of the Wallboard Wizard appears It varies slightly depending on which button you selected on Page 2 of the wizard For example if you choose Agent Summary in Page 2 of the wizard the following window appears Q a a f a Wallboard Properties Wizard Page 4 of 6 Select the Agent Summary items you wish to display Available ltems Selected Items Split Skill Split Skill Name Agent Login ID EXT In Calls Add All gt EXT Out Calls Add gt lt Remove All Help Cancel lt Back Next gt 8 Choose the attributes data items that you want to include on the display a To choose all items in the Available list select Add All b To choose individual items highlight them and select Add Creating a Wallboard Display 7 17 Working with Reports c Use the Remove and Remove All buttons to remove attributes that you do not want to display
200. s on the Historical Report Window 7 41 Working with Reports 7 42 Using the Controls on the Historical Report Window Displaying Information on External Wallboards Introduction BCMS Vu software lets you display information on actual wallboards external wallboards There are two different ways you can use the BCMS Vu software to display information on external wallboards You can create a Wallboard Display report on your monitor and send the report to an external wallboard You can type a short message called a broadcast message and send it to an external wallboard to be displayed for a set period of time Note When you are creating a Wallboard Display a maximum of 35 characters per line can appear on your monitor Keep in mind however that the maximum number of characters per line on an external wallboard depends on the specifications of the external wallboard See Types of Wallboards on page 5 18 Introduction 8 1 Displaying Information on External Wallboards Configuring a Wallboard Before you can show any information from BCMS Vu on an external wallboard you must first connect the wallboard to a PC and register the wallboard on the BCMS Vu Server To find out how to do this see Chapter 5 Installing a Wallboard in BCMS Vu Software Installation Guide and Registering Wallboards on page 4 12 Starting BCMS Vu Wallboard Software If a wallboard is connected to a PC running BCMS Vu Server s
201. splay Working with Reports The display at the bottom of this wizard reflects the choice you made from the pull down menu on Page 5 of the wizard In the previous example Two Lines was chosen on page of the wizard This reflects the fact that the targeted extended wallboard is constructed to display only two rows of text Three line wallboard was selected on page 5 of the wizard This distributes the reported data items over three lines of text Since the external wallboard can display only two rows of characters at a time the three lines of the text must alternate on the external wallboard If Fixed first line is checked on page 5 of the wizard the first line of text split skill always appears on the top row of the wallboard and lines 2 and 3 of the text alternate on the second row If Display data on physical wallboard was not checked on page of the wizard the number of lines chosen on page 5 of the wizard appears in the black window at the bottom of pages 5 and 6 If you are satisfied with the settings you have specified select Finish The Wallboard Properties Wizard closes and the Wallboard Display you have just defined appears in the BCMS Vu main window The display also appears on the external wallboard if you selected the Display data on physical wallboard checkbox on page 1 of the wizard Creating a Wallboard Display 7 21 a im Q a a f a Working with Reports Cre
202. t Real Time Graph Reports 5 6 Maximum Values and Real Time Graph Scales 5 7 Real Time Graph Report Attributes 0 2 0 eee eee eee 5 8 Creating a Real Time Graph Report 2 00 0 e eee eee ee eee 5 8 About Real Time Pie Chart Reports 0 5 9 Categories of Real Time Pie Chart Reports 00005 5 10 Sample Real Time Pie Chart Report 0 2 0 0 c eee eee eee 5 11 Real Time Pie Chart Report AttributeS o ooooooooooomoo 5 12 Creating a Real Time Pie Chart Report 0 0 00 e eee eee 5 12 About Real Time Text Reports 0 0 c eee eee teens 5 13 Categories of Real Time Text Reports 0 0 cece ee eee eee 5 14 Sample Real Time Text Report 0 0 0 cece eee eee 5 14 Creating a Real Time Text Report 0 0 c cece eee eee ee 5 14 Real Time Text Report Attributes 0 0 0 0 cece eee eee ee 5 15 About Wallboard Displays 0 00 cc ccc teens 5 16 Categories of Wallboard Displays 000 c eee eee eee 5 16 Wallboard Display Features 0 0 0 cece eee eens 5 17 Types of Wallboards nuunuu eaaa 5 18 Sample Wallboard Display 0 cece eee 5 19 Creating a Wallboard Display 2 0 00 cece ee eee 5 19 Wallboard Display Attributes 0 ee eee ee eee 5 20 About Time Trace Reports 00 0 eect teens 5 21 Categories of Time Trace Reports 00 cece cece eee ee
203. t Skill Name Marketing Calls Waiting 100 Acceptable Service Level 3 Oldest Call 7 06 Within Service Level 0 Staffed 55 Avail 83 ACD 35 ACW 100 AUX 11 Extn 47 Other 73 Agent Name Agent Login ID Agent Extension Agent State Time ACD Calls EXT In Calls EXT Out Calls Peters Greg 0 AUX 0 44 i H Peterson C N 4 Avail i 4 52 Schwarz W J 5555 ACD 5555 37 Gittleson HM 66 Other 6B 15 Creating a Real Time Text Report To Create a Real Time Text Report refer to Creating a Real Time Text Report on page 7 10 5 14 About Real Time Text Reports Report Basics Real Time Text Report Attributes The following table lists the attributes reported in each category of a Real Time Text Report Data items are defined in Chapter 9 BCMS Vu Real Time and Historical Report Data Items System Summary Text Report Split Skill Summary Text Report Abandoned Calls ACD Calls ACD Calls Agent Extension Available Agents Agent Login ID Average Abandoned Time Agent Name Average After Call Agent State Average Speed of Answer EXT In Calls Average Talk Time Ext Out Calls Calls Waiting Time Direct Agent Call Oldest Call Split Skill ID Split Skill Name Within Service Level VDN Summary Text Report Abandoned Calls ACD Calls Average Abandoned Time Average Speed of Answer Average Talk Hold Time Calls Busy Disc Calls Waiting Connected Calls Flow Out Oldest Call VDN ID VDN Name W
204. t should be printed window appears Click next to one or more days of the week Select Next The Select the time of day to print the report window appears Go to step 5 c If you select Monthly the Select the day of the month for printing the report window appears Type a 1 or 2 digit number in the box specifying the day of the month that you want the report printed Select Next The Select the time of day to print the report appears Go to step 5 Scheduling the Printing of a Historical Report 7 39 Working with Reports 6 In the text box in the Select the time of day to print the report window type in the time of day when you want the report printed Note If you schedule a report to print to a file you will be prompted to enter a file name when the report starts to print Until you enter a file name printing is halted and other print jobs are stacked in a queue 7 Select Next A printer selection window appears 8 a To change the printer shown in the wizard window l 2 3 4 Select Change Printer Select a different printer Select OK Select Finish b To choose the printer shown in the wizard window select Finish 9 Select Save Note You may not receive notification if a scheduled report fails to print However an information entry is made in the error log when BCMS Vu Client successfully passes a print job to the print queue If the error log reports that a jo
205. t to a DEFINITY system via TCP IP You may need other unused serial ports One to connect to a wallboard This serial port must be an external port One for remote maintenance if you are using an external modem A parallel port to connect the hardware key A printer may be also connected to this port The BCMS Vu R2 software distribution CD ROM If using a data module either an 8400B Plus or 7400B 7400B Plus that is capable of accessing the DEFINITY system A DEFINITY system login name and password for access to BCMS Vu For DEFINITY systems other than DEFINITY ONE a DEFINITY system telephone number hunt group extension for Netcon channel is required to connect via the data module For any DEFINITY system a DEFINITY hostname IP address is required to connect via the LAN A sound card and speakers if you want to use audible alerts The pcANYWHERE CD ROM An internal or external modem for remote maintenance using pcANYWHERE The name of the Server PC the names of all Client PCs on the network and the names of all wallboards on the network that you want to use 1 6 Operating Environment Introduction For the BCMS Vu Client PC O A single processor Pentium O 32 MB of main memory with Windows 95 or Windows 98 installed or 64 MB of memory with Windows 2000 or Windows NT 4 0 installed O 5 MB 5 120 KB of free disk space O A double speed CD ROM drive A serial port for each external wallboard conn
206. t values are normally set as objectives by management A percentage of calls answered within a set amount of time for example 80 of calls answered within 20 seconds Note that BCMS Vu calculates the In Service Level value differently than does BCMS When there is no activity during an interval BCMS leaves the value for the service level blank while BCMS Vu includes a zero value for the service level This difference does not affect the summary calculation for the In Serv Levl because the summary calculation is a weighted average and it does not include the intervals for which null blank and zero were entered for the service level Automatic Call Distribution A DEFINITY system feature using software that channels high volume incoming and outgoing call traffic to agent groups splits or skills Also an agent state where the extension is engaged on an 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 as a direct agent call and was answered by the agent to whom it was queued GL 1 Glossary ACD split skill Active document Active report ACW Al Agent AUX GL 2 See split skill See Active report The report whose window is currently selected To make a report the active report open it and click on its title bar or anywhere in the report After Call Work ACD work done when the agent is not on a call
207. ta for as long as you want yet lets you keep the size of the historical database that you are using on a daily basis relatively small Managing BCMS Vu Historical Data 4 25 Configuring and Managing the BCMS Vu Software Once you have archived the historical database you can retrieve it in one of several ways You can install Server software in simulator mode on a PC that points to the archived data and have a Client connect to this Server or you can use Microsoft Access Microsoft Excel or another database tool to run reports and extract data from the archived database If you accepted the BCMS Vu software default file locations during the installation the folders or files that you must include in your regular BCMS Vu backup are as follows Data Location Historical database Program Files Avaya BCMS VulServen Server Name Historical Reports and Real Time Server PC NameWVuShare Server Graph Reports Name Client Name IBCMS configuration downloaded Server PC Name Program Files from the DEFINITY system Avaya BCMS Vu Server Server Name Thresholds and alerts configuration Server PC Name Program settings Files Avaya BCMS Vu Server Client Name Note The actual locations of the files depend on the paths you specified in the installation of the software Repairing the Database The database records that have been downloaded and stored on your PC hard disk can become corrupted You can
208. ta from any Wallboard Display to several external wallboards so that your agents or others in the call center can see the information 5 2 Which Type of Real Time Report Shall I Use Report Basics About Real Time Graph Reports BCMS Vu Real Time Graphs provide periodically updated images of the current status of the call center The first time you open a BCMS Vu Real Time Graph report you use the New Report option in the File menu to create the report After you have created and saved a Real Time Graph report you can access the report using the Open Reports option on the File menu You can specify that the bars on a Real Time Graph Report be either horizontal or vertical The numeric value of each item will be displayed next to the bar that represents it This section includes the following sub sections Categories of Real Time Graph Reports Sample Real Time Graph Report Things to remember about Real Time Graph Reports Maximum values and real time graph scales Real time Graph Report attributes About Real Time Graph Reports 5 3 N im Q 2 a K a Report Basics Categories of Real Time Graph Reports You can create four categories of Real Time Graphs You select the category of Real Time Graph on the first window of the Graph Properties Wizard The categories are Split Skill Summary Summary information about one or more splits skills Split Skill Details Detailed information about one s
209. tact Avaya 7013 The login attempt has failed or Check password and login for timed out BCMS Vu and the DEFINITY system 10 50 Error Codes Troubleshooting ID Description Resolution 7014 Call not completed The device could not be connected to Verify that the hunt group extension for Netcon channels is correct 7015 Check the serial port COM Port 7101 Unknown exception caught by default Serial port does not exist Retry the operation Contact Avaya selection under Options Configure Switch Connection 7102 Serial port in use Find out what else could be using the Serial port If nothing is try restarting the Connection Server Refer to Troubleshooting in this chapter 7103 Serial port failure Make sure the data module or wallboard is securely plugged in Refer to Troubleshooting in this chapter 7104 Serial port lost carrier Make sure the data module connection to the DEFINITY system is intact Refer to Troubleshooting the Data Module in this chapter 7105 Receive buffer overrun BCMS Vu recovers from this problem automatically If it occurs frequently try adjusting the buffer speed through Start Settings Control Panel System Device Manager Com Port Port Settings Advanced See Resolving Problems on page 10 2 7106 Serial receive error Check that the serial port connection is se
210. tem Shares is a Windows Network concept and if you want to change the sharing setup you can do so from Windows Explorer For more information refer to your Microsoft Windows documentation Note If you make changes to the sharing setup you may prevent clients from creating historical reports and opening and saving reports Do not change sharing setup unless it is absolutely necessary vo w S Configuring BCMS Vu from the Server 4 15 Configuring and Managing the BCMS Vu Software Configuring BCMS Vu from the Client Activating Alerts In order for an alert to function threshold s for the alert must be defined and activated You may define the threshold s before or after you activate the alert s To activate an alert 1 In the Options menu select Configure 2 Select Alerts The Alerts Wizard appears 3 Select the radio button next to the type of alert you want to activate Notice that you cannot choose an audible alert without an accompanying visual alert Note You cannot set different types of alerts for different data items For al example if you chose visual only alerts in this wizard alerts in all reports for this client for all data items will be visual only 4 Toclose the Alerts Wizard select OK Configuring Color Palettes A color palette is a set of colors that are applied to different sections of a graph pie chart text report or time trace for easier differentiation between
211. the database in Options Configure Sharing Setup and verify that the database is present 10 46 Error Codes Troubleshooting ID Description Resolution 1103 BCMS data does not match If the difference is more than about a DEFINITY system time week this is a DEFINITY system problem Use list bcms lt object gt lt id gt day to check date consistency and contact your DEFINITY system administrator 1104 Database could not be opened It Try to repair the database Refer to may be corrupt Repairing the Database in BCMS Vu Software R2 User Guide Otherwise investigate your DAO installation 1106 Bad time conversion Check serial connection to the DEFINITY system 1107 Column data has overflowed some Make sure agents log out at the end historical data is too big to be of the shift If it persists use list displayed by the DEFINITY system bcms lt object gt lt id gt commands to and appears as which is find out which one has the problem converted to the maximum possible and track it from there value It is not advisable to measure VRU or AUDIX splits skills since the agents in these splits skills will be logged in and available 24 hours a day which will cause this error to be logged 1108 BCMS Vu passed incomplete data to Contact Avaya historical download code 1110 Mismatch between a split s list of This may happen when agent agents and the over
212. the Select the start and end times for the interval data for each day window appears Historical Report Wizard Page 4 of Select the start and end times for the interval data for each day Start Time End Time fi 00 PM 9 00 PM im Q a a f a In the Start Time window enter the time of day for which you want the first entry to appear In the End Time window enter the time of day for which you want the report to stop reporting 3 Select Next Creating a Historical Report 7 29 Working with Reports The Select the days included in the report window appears Historical Report Wizard Page 4 of 6 Select the days to be included in the report C Sunday M Monday M Tuesday M Wednesday M Thursday M Friday C Saturday Help Cancel lt Back Next gt 9 Select the days for which you want information Deselect the days if any for which you do not want information If for example you select Saturday and Sunday information about weekend activity is reported 7 30 Creating a Historical Report Working with Reports Page 5 of the wizard appears Historical Report Wizard Page 5 of 6 You may choose to specify the time span for the report using absolute dates e g from 6 8 98 to 6 12 98 or using relative dates e g from 8 days ago to 3 days ago selectthe date representation you wantto use O Relative Absolute 10 Select the radio button next to
213. the AVG SPEED ANS does not include time spent in processing before the call is queued for example listening to a forced first announcement A completed call may span more than one time period ACD calls that are in process have not terminated are counted in the time period in which they terminate For example if an ACD call begins in the 10 00 to 11 00 time period but terminates in the 11 00 to 12 00 time period the data for this call is counted in the 11 00 to y 12 00 time period T Average VDN The average time to answer ACD and connect calls see CONN a Speed of CALLS below that completed for this VDN during the current f Answer period This includes the time in vector processing in a split skill s O queue and time ringing The calculation is AVG SPEED ANS Total Answer Time Total ACD Calls Total CONNect CALLS Answer time for a call is recorded when the call ends If a call originates in interval x is answered in interval y and ends in interval z the associated answer and talk times are recorded in interval z Average Split Skill Average talk time for answered ACD calls to the split skill that Talk Time Summary completed during the current interval This calculation includes the Graph time each agent spent talking but does not include time the call spent ringing at an agent The calculation is AVG TALK TIME Total ACD Talk Time Total Number of ACD Calls Answered Dat
214. the Data Module 10 43 Q er ozi f a Troubleshooting 17 Press lt Enter gt 18 At the password prompt enter the BCMS Vu password associated with the BCMS Vu Login ID 19 Press lt Enter gt Two more lines appear in the open window which resembles the following illustration b Data Module Test HyperTerminal File Edit View Call Transfer Help Login bemsvu Password System G3sivS m Software Version G3V5i 05 0 215 0 Terminal Type 513 715 4410 4425 VT220 513 Cy CE Connected 0 06 09 VT100 9600 8 N 1 SCROLL CAPS NUM Pi 4 20 If your screen resembles the one above you have successfully logged into the DEFINITY system If after you enter the password in step 17 and press lt Enter gt once the screen displays Incorrect Login a check the BCMS Vu Login ID and password administered on the DEFINITY system and b re enter them and press lt Enter gt 21 If this does not correct the problem check the data module installation and administration Refer to Chapters 2 and 3 in BCMS Vu Software R2 Installation Guide 10 44 Troubleshooting the Data Module Troubleshooting 22 To exit HyperTerminal select File and then Exit from the HyperTerminal main menu The following message appears HyperT erminal You are currently connected Are you sure you want to disconnect now Mo 23 Select Yes The following message appears
215. the default application printer Click the secondary mouse button Select Properties Select the Details tab In the Details tab in the pull down box labeled Print to the following port select FILE Select OK 10 18 Resolving Problems Troubleshooting Historical Report Problems Problem Probable Cause Action A historical report was The printer that was configured 4 Exit Control Panel scheduled to print to a file to print to a file was not the i but it was printed on a application default printer If 5 In BCMSVu Client printer connected to the YOU set the port of a printer that PCor on th network is not the application default i printer to print to a file and you schedule a historical report to be printed on that a Select File Printer Setup b In the Printer Setup window be sure the printer you configured in printer a then the report will be printed Sieps 3 throigh 6 is in the on the application default Printer Name box printer not to a file c Select OK To schedule a historical report 6 When you schedule the to be printed to a file you must historical report in the 1 Set the port of a printer to window where you select print to a file the printer be sure to select 2 Make that printer the the application default default application printer printer that you chose in if it is not already step 9 3 Schedule the historical rep
216. the type of warning you selected in step 6 8 Repeat steps 4 through 7 for other types of warnings and cautions you want to define 9 Ifyou decide you do not want a threshold activated remove the check from the box next to that type of warning or caution 10 Unless you activate them alerts will not function when a threshold is exceeded There is a difference between activating a threshold and activating an alert Checking the box next to a caution or warning threshold in the Thresholds and Maximum Values window assigns the value in the adjacent box However the alert associated with this threshold does not function unless the alert is turned on through the Options Configure Alerts menu item wt im Q 2 a K a 11 To close the Thresholds and Maximum Values Wizard select Finish Configuring BCMS Vu from the Client 4 21 Configuring and Managing the BCMS Vu Software Managing BCMS Vu Historical Data This section includes the following general data management topics Downloading historical data How the DEFINITY system stores data Backing up the historical database Removing historical data from the PC Backing up folders and files Repairing the database Re indexing the database Compacting the database Managing memory allocation Opening the historical database in Access 2000 Downloading Historical Data Perhaps the most important task in managing your data is being sure it is downloaded regu
217. ton 3 14 time adjustment for daylight savings time 4 11 format of in Historical Reports 6 5 7 33 Time Trace Reports 5 21 attributes a oe ee a 5 24 characteristics of 5 22 ClOSING 34 oe a ee a ee aui od 7 35 CLEANS ein lee ek a a a 7 22 OPENING sisao O 7 36 Sample E E 5 23 SAVING ARA ee te SO 7 34 types e a e eka 5 21 title bar Clientes ato eee TAR abe aos 3 9 IV As 2 11 toolbar sis sata hoes Rae A ce ae a 2 14 Cliente cat e aA 3 12 3 13 SEVE oil s Si ae dota UH aca ed 2 15 toolbar button Client Cascade Windows 3 14 Connect to a Server 3 13 Disconnect from a Server 3 14 A A A ee 3 14 New Report 3 13 Open Reports 3 13 Print Current Report 3 13 Report Properties 3 13 Save Report soaa aid 3 13 Schedule Historical Reports 3 13 Tile Windows 3 14 Wallboard Broadcast 3 13 Server Connect eGo du ond PRS 2 15 IN 6 Delete Records 2 15 Disconnect 2 15 Downloading Historical Data 2 15 Help Topics 2 16 Repair Database 2 15 Terminate Download 2 15 Toolbarmenu 3 12 troubleshooting the datamodule 10 37 Trunk Historical Report 6 3 U updating BCMS data 4 29 real time administration data 4 29 Vv VDN Historical Report
218. uled Historical Report printing did not occur and this is not recorded in the error log Probable Cause If BCMS Vu Server or Client is closed or if printer is not operating when printing is scheduled this is not indicated in the error log Error log records only successful scheduled printing Action Check error log If printing is recorded find out if BCMS Vu Server or Client was closed at the scheduled time or if printer was not operating Scheduled Historical Report prints on a printer that was removed from the printer list If you remove a printer from your printer list scheduled reports that are targeted to that printer will print if the printer is still on the network and you will not be informed of this Change the printer to which the report is targeted 10 10 Resolving Problems Historical Report Problems Troubleshooting Problem Probable Cause Action When you try to open a historical report the following error message appears There is no default printer To install and select a default printer open the Start button choose Settings Select Printers and then select Add Printer No printer is administered for the PC Before you can open a historical report a fictitious printer name must be administered and made the default printer even if no printer is available to the PC For Windows 95 or 98 1 Select Start Settings Za Pri
219. uring and Managing the BCMS Vu Software For Windows 95 or Windows 98 1 Select Start Control Panel System Performance 2 On the Performance tab select Virtual Memory 3 Activate the radio button next to Let Windows manage my virtual memory settings 4 Select OK 5 Exit Control Panel Opening the Historical Database in Access 2000 The BCMS Vu software creates the historical database in the Access 95 or 97 format This database however can be opened in Access 2000 When you try to open this file from Access 2000 you will be asked to select from two options Convert database and Open Database Choose Open Database which will let you view all objects in the database It will not let you change the design of the objects If you select Convert Database then make sure you save this file with a new name as directed by Access 2000 wt al Q a R K a Managing Miscellaneous BCMS Vu Functions Downloading BCMS Data BCMS Vu continually monitors real time measurements for as long as it is connected to the DEFINITY system However it downloads administration and descriptive data such as agent and split skill names only during a historical data download If you want to download organizational and descriptive data at any other time do the following Opening the Historical Database in Access 2000 4 29 Configuring and Managing the BCMS Vu Software Select Update BCMS D
220. use the Server without connecting to it Contact Avaya Error Codes 10 55 al a Qa oo f a Troubleshooting ID Description Resolution 8509 The historical database was not accessible through the share On the Server application go to menu item Options Configure Sharing Setup and note the name of the share Go to menu item Options Configure Downloads to find the location of the historical database On the Client PC use Explorer to check that the historical database is accessible through the share noted above 8510 The configuration files are not accessible through the share On the Server application go to menu item Options Configure Sharing Setup and note the name of the share On the Client PC use Explorer to check that the configuration files are accessible through the share noted above The configuration files are BCMSSwitch and BCMSFields 8511 The Server has detected a problem with the database Check the Server to see what sort of problem has occurred If none is showing request a download If this works try the Client again 8512 The Server you selected could not be found Verify that the BCMS Vu Server you have requested is running 10 56 Error Codes Glossary Si Acceptable Service A target value set to define the acceptable amount of time for Level ACD ACD Call an agent to answer a call Targe
221. val of a half hour requires approximately 400 KB a day Refer to the formula on page 1 5 for a better method of calculating historical data storage needs The more reports there are running the slower real time updates will be Historical downloads take longer at larger call centers Note Each DEFINITY system type has a limit to the number of simultaneous ial system management sessions that can be active at any one time Each BCMS Vu Server that is currently logged into the DEFINITY system counts as one session Help Escalation If errors occur while you are using BCMS Vu software take the following steps to resolve the error 1 Consult on line help 2 Refer to the Troubleshooting chapter to see if the error is discussed there 3 Contact your Avaya product distributor In the United States you can also call the Avaya Call Center Helpline on 1 800 242 2121 1 10 Performance Considerations Introduction Software for Maintenance Contracts In addition to installing BMCS Vu software you need to install pcANYWHERE software on the same PC as the Server software The pcANYWHERE software enables Avaya Services to log into your PC remotely and perform troubleshooting procedures Use the installation procedures in the pcANYWHERE documentation to install your Server PC as a host computer Avaya recommends that pcANYWHERE software be opened only when working with Avaya Services personnel to prevent unauthorized remote access
222. w 2 15 BCMS Vu Server Basics Icon Name Command Help Topics Opens Online Help Status Bar The status bar displays a brief description of menu commands when the commands are highlighted by the mouse pointer and displays a description of a toolbar button when the mouse pointer is positioned over the button The status bar also has two status indicators Download Status Connection Status When data is being downloaded from the DEFINITY system this indicator displays status messages relating to the download When BCMS Vu Server is connected to the DEFINITY system the status bar shows icons of a large and small PC connected by moving colored dots When BCMS Vu Server is disconnected from the DEFINITY system only one icon appears The download status and connection status are not visible or active if the Status bar is disabled from the View menu Server Action Area The Server Action area is the area of the Server application where windows resulting from menu selections appear 2 16 The BCMS Vu Server Main Window BCMS Vu Server Basics Using BCMS Vu Server On Line Help You can get on line help for the following e Toolbar buttons and menu options The BCMS Vu window you are working in A particular BCMS Vu topic or function For information about a toolbar button or menu option move the mouse pointer over the item Brief information or instructions will appear either in the status ba
223. want to display Creating a Real Time Text Report 7 11 Working with Reports d When all the splits skills or VDNs that you want to display are in the Selected list select Next 6 Ifyou choose to create a Split Skill summary report from the Split Skill name pull down menu on this page select the split skill you want to display 7 To close the wizard and display the Real Time Text Report select Finish The Real Time Text Wizard closes and the Real Time Text report you have just defined appears in the BCMS Vu main window Note After you create a new report you can save it if you want to If you try to close a report without saving it a message appears asking if you want to save the report 7 12 Creating a Real Time Text Report Working with Reports Creating a Wallboard Display To create a Wallboard Display 1 In the File menu select New Report The New window appears 2 Select Wallboard Display Page of the Wallboard Wizard appears E Fu Q 2 a f a Wallboard Properties Wizard Page 1 of 6 C Display data on physical wallboard f wallboardis an which to display data Number of lines Two Lines Selecte Add All gt aw aw Spectrum 33 3 a Ifyou do not want to display the wallboard report on an external wallboard at this time select Next Page 2 of the Wallboard Wizard appears Go to step 4 Creating a Wallboard Display 7 13
224. wnloads e Wallboards e Clients e First Time e Sharing Setup With these commands you can administer the connections to the DEFINITY system and register Clients and Wallboards See Chapter 4 Configuring and Managing BCMS Vu Software to find out how to use these commands Update BCMS data Downloads details of the internally measured splits skills trunk groups and VDNs used on the BCMS system and those agents who can be logged into the splits skills NOTE If the Vectoring feature is not administered on the DEFINITY system there will be no VDN data Download Historical Data Starts an immediate download of historical data from the switch If the DEFINITY system is reset BCMS data will be lost on the switch and will not be downloaded to BCMS Vu As a result Historical Reports that include a period when the switch was reset may not display complete data To be sure that you retain as much of the data from the switch as possible you should use this menu item to download the historical data once calls have ceased but before the switch is reset Stop data download Halts any active update of BCMS data or an active historical data download The BCMS Vu Server Main Window BCMS Vu Server Basics Menu Item Action Delete Records You can delete records database items downloaded from the DEFINITY system and stored on a PC to prevent your hard disk from becoming overloaded with data You w
225. y monitoring of call center activity Multiple reports can be displayed on the screen at the same time The ability to set alerts on data items allows management by exception Graphical output under Microsoft Windows removes reliance on the DEFINITY system text based terminal im Q a a f a BCMS Vu software lets you store more than the seven days of historical data a DEFINITY system stores With BCMS Vu software you can keep historical data for as long as you want by periodically archiving the historical database The historical database created by the BCMS Vu software can be accessed using other products such as Microsoft Access BCMS Vu software provides an interface to the DEFINITY system that allows you to create custom real time reports using the BCMS data that resides on the DEFINITY system e The Server Client architecture allows more real time monitors of BCMS data than the DEFINITY system supports There is no limit to the number of Historical Reports you can schedule for printing BCMS Vu R2 is Year 2000 compliant Benefits of BCMS Vu Software 1 3 Introduction Differences between R1 and R2 Release 2 of BCMS Vu is the response by Avaya to requests from users for more features than exist in Release 1 The most obvious difference between Release 1 and Release 2 is the separation of the Server application from the Client application The Server application is installe
226. ystem No administration session available Request an administration session from the DEFINITY system administrator Phone number is incorrect password and or user ID are incorrect Obtain the correct phone number obtain the correct user ID and password from the DEFINITY system administrator User ID permissions are not correct Obtain the correct user ID permission from the DEFINITY system administrator Data Module is being used to connect to the switch and BCMS Vu is not communicating with the data module Check communication between PC and data module using a terminal emulator such as HyperTerminal Refer to Using a Terminal Emulator on page 10 39 The serial port specified to connect to the data module is connected to something else or is not connected Specify correct serial port in Server Configuration Wizard Server is intentionally not Start BCMS Vu Simulator to connected to DEFINITY run BCMS Vu Server and system Client with randomly generated data TCP IP is being used to Obtain the correct IP address connect to the switch and the IP address or hostname and or port are invalid or host name Resolving Problems 10 3 im Q gt a a f a Troubleshooting Starting Connecting Problems Problem Probable Cause TCP IP is being used to connect to the switch and the network is down Action Contact the networ

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