BCMS V U ™ S OFTWARE R2 V2 User Guide 585-217-102 Issue 2 June 2000
Copyright © 2000, Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf.
How Are We Doing? Document Title: Lucent Technologies BCMS Vu Software R2 V2 User Guide Issue 2 Date: June 2000 Lucent Technologies welcomes your feedback on this document. Your comments can be of great value in helping us to improve our documentation. 1.
Software License Agreement DEFINITIONS ● “Lucent” means Lucent Technologies Inc. ● “You”, “Your”, or “Licensee” means the person or business 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.
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. 2. Software.
License Agreement 4. 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 Lucent Technologies Inc., 11900 North Pecos Street, Westminster, Colorado 80234. 5. Assignment.
License Agreement
Table of Contents 0 Preface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contents of This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Conventions Used in This Document . . . . . . . . . .
Table of Contents Using BCMS Vu Server On-Line Help . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18 Chapter 3 BCMS Vu Client Basics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 What Can I Do Using BCMS Vu Client? . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Starting BCMS Vu Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Backing Up Folders and Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-25 Repairing the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-26 Re-indexing the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-27 Compacting the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-28 Managing Memory Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Sample Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5 Historical Report Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6 Scheduling Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7 Exporting Historical Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8 Chapter 7 Working with Reports . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents TOC-vi
Preface P Introduction Note 0 In this guide, the term “DEFINITY system” refers to: DEFINITY® ProLogixTM; DEFINITY® ECS Generic 3 Version 4 (G3V4), R5, or later; and DEFINITY® ONETM Communications System R2 (DEFINITY ONE). Welcome to the BCMS Vu call center monitoring software from Lucent Technologies. 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.
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.
Preface 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.” To install the BCMS Vu software, refer to the BCMS Vu Software R2 V2 Installation Guide.
Preface Chapter 8 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 Chapter 9 BCMS Vu Real-Time and Historical Report Data Items Defines the data items used in reports Chapter 10 Troubleshooting Provides possible solutions to common operation problems you may encounter, and explains error messages Glossary Defines commonly used telecommunications and call center terms t
Preface 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:\Program 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.
Preface Related Documents The following documents contain additional information about the BCMS Vu software and DEFINITY system: ● BCMS Vu Software R2 V2 Installation Guide ● BCMS Vu Wallboard Models WB1, WB2, IW1, and IW2 Installation, Programming, and Troubleshooting Instructions ● Wallboard Models WB3 and IW3 Installation, Programming, and Troubleshooting Instructions ● Wallboard Model WB5 Installation, Programming, Troubleshooting Instructions ( ● DEFINITY Communications System Generic 3 Basic
Introduction 1 1 BCMS Vu Software 1 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 System G3V4, R5, or later, or a DEFINITY ONE System. This chapter describes the benefits and features of the BCMS Vu software.
Introduction ● Help escalation ● Software for maintenance contracts.
Introduction Features of BCMS Vu Software 1 ● 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 realtime report or Wallboard Display ● Redirect the display output of one of the defined Wallboard Display
Introduction Benefits of BCMS Vu Software BCMS Vu software provides the following benefits: ● Real-time data can be displayed graphically. ● Wallboard displays provide easy 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.
Introduction Differences between R1 and R2 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 installed 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.
Introduction In addition, BCMS Vu is now licensed for one, five or ten clients. Note The 486 processor is no longer supported.
Introduction Differences between R2, Version 1 and R2 Version 2 1 Chapter 1 Starting with Release 2, Version 2, BCMS Vu software supports connection to DEFINITY ONE via LAN. For all other DEFINITY systems, a data module is required for connection.
Introduction Operating Environment 1 To install BCMS Vu Software R2, you must have at least the following hardware and software: For the BCMS Vu Server PC ❐ A single-processor Pentium. ❐ Windows NT 4.0 Server or Workstation with up to Service Pack 5 installed on the PC. ❐ 64 MB of main memory. ❐ Up to 500 MB (512,000 KB) of disk space*. ❐ A double-speed CD-ROM drive.
❐ 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. ❐ A data module, either an 8400B Plus or 7400B/7400B Plus that is capable of accessing the DEFINITY system. The data module does not apply to DEFINITY ONE systems. ❐ A DEFINITY system login name and password for access to BCMS Vu.
Introduction ❐ The BCMS Vu R2 software distribution CD-ROM ❐ (Option): One of the wallboards dedicated to BCMS Vu software ❐ The name of the Server you want to connect to ❐ A sound card and speakers if you want to use the training CD-ROM. For a Wallboard PC without Client Software ❐ A single-processor Pentium ❐ Windows 95, Windows 98, or Windows NT 4.
Introduction Administrative Requirements 1 Note 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. .
Introduction Performance Considerations 1 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.
Introduction Software for Maintenance Contracts 1 Use the installation procedures in the pcANYWHERE documentation to install your Server PC as a host computer. Lucent Technologies recommends that pcANYWHERE software be opened only when working with Lucent Technologies Services personnel, to prevent unauthorized remote access to the BCMS Vu Server PC. Remote access is possible only when pcANYWHERE software is open and set up as a host PC.
Introduction 1-14 Software for Maintenance Contracts
BCMS Vu Server Basics 2 2 Introduction 2 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 BCMS Vu Server On-Line Help.
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.
BCMS Vu Server Basics Starting BCMS Vu Server Software 2 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.
BCMS Vu Server Basics To start BCMS Vu software, do the following. Refer to the following illustration. 2 3 4 1 1. Select the Start button from the Taskbar. 2. Move the cursor over Programs in the Start menu. 3. Move the cursor over Lucent Technologies in the Program menu. 4. Move the cursor over the BCMS Vu Server icon Technologies menu and click once.
BCMS Vu Server Basics Note If you want to become familiar with BCMS Vu software but are not connected to or do not want to connect to a DEFINITY system, select the BCMS Vu Server Simulator icon in Start/Programs/Lucent Technologies/. 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. Chapter 2 The “Server Identification” window appears: 5.
BCMS Vu Server Basics 6. If the name of the Server to which you want to connect is not in the list of server names, select Add Server... or Add.... 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.
Chapter 2 BCMS Vu Server Basics 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.
BCMS Vu Server Basics Disconnecting BCMS Vu Server from the DEFINITY System 2 Caution 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.
BCMS Vu Server Basics Exiting BCMS Vu Server Software Caution 2 Do not exit BCMS Vu Server while any client is connected to the Server or you may experience problems. ● Select Exit from the File menu. ● Select the Close button in the upper-right corner of the main window. ● Select Close from the System drop-down menu box. Note BCMS Vu can take a while to shut down.
BCMS Vu Server Basics The BCMS Vu Server Main Window 2 The BCMS Vu Server main window contains the following items, as shown in the figure below: ● ● ● ● System menu box Title bar Menu bar Toolbar System Menu box Status bar Title bar Server action area 2-10 The BCMS Vu Server Main Window ● ● ● ● Status bar Server action area Download status Connection status Menu bar Download status Toolbar Connection status
BCMS Vu Server Basics System Menu Box 2 Use the “System Menu” box to carry out common Windows operations, such as closing the current window. Title Bar 2 Menu Bar 2 The “Menu” bar displays the available drop-down menu commands. The following tables present the options available from each menu. File 2 The File menu has the following item: Menu Item Exit Action Selecting the File|Exit command closes the BCMS Vu Server application.
BCMS Vu Server Basics Options 2 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: • Switch Connection • Downloads • Wallboards • Clients • First Time • 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.
BCMS Vu Server Basics Action Stop data download Halts any active update of BCMS data or an active historical data download. 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 will 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: • Interval data only • Daily data only • Both interval and daily.
BCMS Vu Server Basics Menu Item Action Repair 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. You can also compact the database in order to store more data on your hard disk. Connect Connects the Server to a DEFINITY system.
BCMS Vu Server Basics Window 2 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 2 Menu Item Action Help topics Displays a list of help topic categories About BCMS Vu Shows version, copyright and other information about the BCMS Vu software Toolbar 2 The following BCMS Vu toolbar buttons provide quick ways to start common BCMS Vu tasks: Icon Chapter 2 The Help menu has the followin
BCMS Vu Server Basics Icon Name Command Delete Records Deletes old records from the database Repair Database Performs maintenance on the historical database Connect Establishes a connection to a switch Disconnect Breaks the connection to a switch Help Topics Opens Online Help Status Bar 2 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
BCMS Vu Server Basics Connection Status 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.
BCMS Vu Server Basics Using BCMS Vu Server On-Line Help You can get on-line help for the following: ● 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.
BCMS Vu Client Basics 3 3 Introduction 3 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.
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 realtime
BCMS Vu Client Basics Starting BCMS Vu Client Software 3 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.
BCMS Vu Client Basics To start BCMS Vu Client software, do the following. Refer to the following figure. 2 3 4 1 1. Select the Start button from the Taskbar. 2. Move the cursor over Programs in the Start menu. 3. Move the cursor over Lucent Technologies in the Program menu. 4. Move the cursor over the BCMS Vu Client icon Technologies menu and click once. in the Lucent The Lucent Technologies splash window appears for a few seconds. You may clear it quickly by clicking on it.
5. Select the name of the Server to which you want to connect the client. a. If the Server’s name is in the list of server names, highlight it and select Connect. b. If the 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.
BCMS Vu Client Basics Disconnecting BCMS Vu Client from a Server Caution 3 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.
BCMS Vu Client Basics Exiting BCMS Vu Client Software Caution 3 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. ● Select Exit from the File menu. ● Select the Close button in the upper right corner of the main window. ● Select Close from the Window menu. Note BCMS Vu can take a while to shut down.
BCMS Vu Client Basics The BCMS Vu Client Main Window 3 The BCMS Vu Client main window contains the following items, as shown in the figure below: ● ● ● ● ● System menu box Title bar Menu bar Toolbar System menu box Status bar ● ● ● Title bar Report display area 3-8 The BCMS Vu Client Main Window Status bar Report display area Connection status Server name Menu bar Connection status Toolbar Server PC name
BCMS Vu Client Basics System Menu Box 3 Use the “System Menu” box to carry out common Windows operations, such as closing the current window. Title Bar 3 The “Title” bar displays the name of the application (in this case, Lucent Technologies 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 3 The following tables present the options available from each menu.
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 reports After the BCMS Vu software has been used for the first 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.
BCMS Vu Client Basics Menu Item Action Terminates an active broadcast message 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.
BCMS Vu Client Basics View 3 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.
BCMS Vu Client Basics Toolbar 3 The following BCMS Vu toolbar buttons provide quick ways to start common BCMS Vu tasks: Name New Report Command 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.
BCMS Vu Client Basics Icon Name Command Server Disconnect Disconnects from a Server. If there is no active connection to a Server, this button is disabled.
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.
BCMS Vu Client Basics BCMS Vu Client On-Line Help You can get on-line help for the following: ● 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.
Configuring and Managing BCMS Vu Software 4 4 Introduction 4 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.
Configuring and Managing the BCMS Vu Software In BCMS Vu Client you use configuration wizards to ● Define alerts ● Specify palette colors for real-time reports ● Define thresholds and maximum values for items displayed in realtime reports.
Configuring and Managing the BCMS Vu Software Configuring BCMS Vu from the Server 4 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.
Configuring and Managing the BCMS Vu Software Connecting to the DEFINITY System 4 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.
Configuring and Managing the BCMS Vu Software 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.
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.
Configuring and Managing the BCMS Vu Software A colored dot moves back and forth between the PC icon and the DEFINITY system icon. 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 10-40, if you are using a data module to connect to the DEFINITY system.
Configuring and Managing the BCMS Vu Software 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.
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.
Configuring and Managing the BCMS Vu Software 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. Note BCMS Vu software is Year 2000-compliant. You should have no problems with historical data when the year 2000 begins.
Configuring and Managing the BCMS Vu Software 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.
Configuring and Managing the BCMS Vu Software 1. In the 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. In the “Wallboard Name” window, enter the name of the wallboard which you want to be accessible to the Clients.
Configuring and Managing the BCMS Vu Software 7. In the “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 Lucent 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 Lucent wallboard using hexadecimal notation.
Configuring and Managing the BCMS Vu Software 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. ● The wallboard has a poor physical connection.
Configuring and Managing the BCMS Vu Software 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.
Configuring and Managing the BCMS Vu Software Configuring BCMS Vu from the Client Activating Alerts 4 4 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.
Configuring and Managing the BCMS Vu Software To configure a color palette, 1. In the Options menu, select Configure. 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.
Configuring and Managing the BCMS Vu Software 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.
Configuring and Managing the BCMS Vu Software 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 vertical 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.
Configuring and Managing the BCMS Vu Software 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. 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.
Configuring and Managing the BCMS Vu Software 5. 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. 6. Check the box next to the type of warning or caution for which you want to define and activate a threshold.
Configuring and Managing the BCMS Vu Software Managing BCMS Vu Historical Data 4 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.
Configuring and Managing the BCMS Vu Software How the DEFINITY System Stores Data 4 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.
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.
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 this 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.
Configuring and Managing the BCMS Vu Software size of the historical database that you are using on a daily basis relatively small. 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.
Configuring and Managing the BCMS Vu Software 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. 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...
Configuring and Managing the BCMS Vu Software Compacting the Database 4 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. In the window that appears, select Compact the Database.
Configuring 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. Chapter 4 5. Exit Control Panel.
Configuring and Managing the BCMS Vu Software Opening the Historical Database in Access 2000 4 Chapter 4 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.
Configuring and Managing the BCMS Vu Software Managing Miscellaneous BCMS Vu Functions Downloading BCMS Data 4 4 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: Select Update BCMS Data from the Options menu.
Configuring and Managing the BCMS Vu Software 4-32 Managing Miscellaneous BCMS Vu Functions
Understanding Real-Time Reports 5 5 Introduction 5 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.
Report Basics Which Type of Real-Time Report Shall I Use? 5 To get the most value from displaying real-time data, you should 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.
Report Basics About Real-Time Graph Reports 5 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 RealTime 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.
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 split/skill ● Agent Summary — Data items for all agents logged into a single split/skill.
Report Basics Sample Real-Time Graph Report 5 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. Chapter 5 The following illustration is an example of how Real-Time Graph reports appear in BCMS Vu when you choose to group by attribute.
Report Basics Things to Remember About Real-Time Graph Reports There are several things you need to remember when planning a RealTime 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).
Report Basics Maximum Values and Real-Time Graph Scales 5 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. ● Select items whose maximum values are similar.
Report Basics Real-Time Graph Report Attributes 5 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.
Report Basics About Real-Time Pie Chart Reports 5 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 RealTime Pie Chart report, you use the New Report option on the File menu to create the report. After you have created and saved a Real-Time Pie Chart report, you access the report using the Open Reports option on the File menu.
Report Basics 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 Real-Time Pie Charts update as fast as every ten seconds.
Report Basics Sample Real-Time Pie Chart Report 5 Chapter 5 The following illustration is an example of how Real-Time Pie Chart Reports appear in BCMS Vu.
Report Basics Real-Time Pie Chart Report Attributes 5 The following table lists the categories of Real-Time Pie Charts and the attributes (data items) that are measured in each category. Data items are defined in Chapter 9, “BCMS Vu Real-Time and Historical Report Data Items.
Report Basics About Real-Time Text Reports 5 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 bcms 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.
Report Basics Categories of Real-Time Text Reports 5 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.
Report Basics Real-Time Text Report Attributes 5 The following table lists the attributes reported in each category of a RealTime Text Report. Data items are defined in Chapter 9, “BCMS Vu Real-Time and Historical Report Data Items.
Report Basics About Wallboard Displays 5 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.
Report Basics Wallboard Display Features 5 When you 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.
Report Basics Types of Wallboards 5 BCMS Vu supports the following types of wallboards.
Report Basics Sample Wallboard Display 5 Below is an example of a Wallboard Display in BCMS Vu. Creating a Wallboard Display 5 Chapter 5 To create a Wallboard Display, refer to “Creating a Wallboard Display” on page 7-13.
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.
Report Basics About Time Trace Reports 5 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.
Report Basics Characteristics of Time Trace Reports You can specify time in either of two ways: ● As a 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.
Report Basics Sample Time Trace Report 5 The following illustration is an example of a Time Trace Report. Creating a Time Trace Report 5 Chapter 5 To create a Time Trace Report, refer to “Creating a Time Trace Report” on page 7-22.
Report Basics Time Trace Report Attributes 5 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 RealTime and Historical Report Data Items.
Understanding Historical Reports 6 6 Historical Report Basics 6 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 and putting it into a report.
About Historical Reports Data on the DEFINITY system 6 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 halfhour’s worth of data.
Categories of Historical Reports 6 There are nine kinds of Historical Reports: 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.
About Historical Reports Creating Historical Reports 6 Historical Reports are reports that you create using the interval and daily data downloaded from the DEFINITY system. In addition 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.
Sample Historical Report 6 The following illustration is an example of a Historical Report. Note The format of columns that display length of time is minutes:seconds.
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 RealTime and Historical Report Data Items.
Trunk Historical Report Group Group Name Incoming Abandoned Incoming Calls Incoming CCS Incoming (Hold) Time Outgoing Calls Outgoing CCS Outgoing (Hold) Time Outgoing Completed % All Busy % Time Maintenance Abandoned Calls Split/ Skill Historical Report Abandoned Calls Average Abandoned Time Overflowed Calls Split/ Skill Historical Report ACD Calls Flow Out Split/Skill Split/Skill Name Chapter 6 About Historical Reports VDN Historical Report Abandoned Calls ACD Calls Average Abandoned Time Average Talk
About Historical Reports Exporting Historical Reports 6 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. 2.
About Historical Reports Chapter 6 3. Choose one of the formats in the “Format:” pull-down menu on the left: 4. Select OK. If you select “Microsoft Mail (MAPI),” an e-mail-type window appears. Enter the appropriate information and select Send.
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.
Working with Reports 7 7 Overview 7 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 ● ● ● ● ● ● ● Note Create different types of reports Save reports 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.
Working with Reports Creating a Real-Time Graph Report To create a Real-Time Graph Report 1. In the 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. 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.
Working with Reports Chapter 7 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.” 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.
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. 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.
Working with Reports 8. When all the data items you want to display are in the “Selected Items” list select Next. Chapter 7 The “Select orientation of the bar chart” window appears. 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.
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. 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.
Working with Reports Creating a Real-Time Pie Chart Report 7 To create a Real-Time Pie Chart Report 1. In the File menu select New Report. 2. Select Real-Time Pie Chart. The “Select the type of data for which to create a pie chart:” window appears. 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.
Working with Reports The following illustration shows the window that appears if you select “Agent Work State for Split/Skill” in the first window. 5. For an 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.
Working with Reports Chapter 7 If you choose “Agent Work States for Split/Skill” on the first page of the wizard, your pie chart report resembles the following illustration: 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.
Working with Reports Creating a Real-Time Text Report To create a Real-Time Text Report 1. In the File menu, select New Report. The “New” window appears. 2. Select Real-Time Text. The “Select the type of data on which to base the report:” window appears. 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.
Working with Reports 4. Select Next. The specific window that appears depends on the type of data you selected on the first page of the wizard. Chapter 7 For example, if you choose the System summary report, the following window appears: 5. If you 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.
Working with Reports c. Use the Remove and Remove All buttons to remove splits/skills and VDNs that you do not want to display. d. When all the splits/skills or VDNs that you want to display are in the “Selected...” list, select Next. 6. If you 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.
Working with Reports Creating a Wallboard Display 7 To create a Wallboard Display 1. In the “File” menu select New Report. Chapter 7 The “New” window appears. 2. Select Wallboard Display. Page 1 of the Wallboard Wizard appears. 3. a. If you 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.
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: 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).
Working with Reports 2. To choose individual wallboards, highlight each and click on Add. e. When all wallboards on which you want the display to appear on are in the “Selected Wallboards” list, select Next. Page 2 of the Wallboard Wizard appears. 4. 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. 5. Select Next. Page 3 of the Wallboard Wizard appears. Creating a Wallboard Display 7-15 Chapter 7 3.
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: 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/skills, agents, or VDNs you want to report on. 1.
Working with Reports 3. Use the Remove and Remove All buttons to remove splits/skills, agents, or VDNs from the “Selected ...” list. 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: 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.
Working with Reports b. To choose individual items, highlight them and select Add. c. Use the Remove and Remove All buttons to remove attributes that you do not want to display. 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. 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.
Working with Reports 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. 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. 11. If you choose “Three line wallboard,” a check box next to the words “Fixed first line” appears.
Working with Reports Page 6 of the Wallboard Wizard appears. 14. If you check the box next to “Show Field names,” both the abbreviated names and the full names of data items (enclosed by “< >” 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.
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. “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.
Working with Reports Creating a Time Trace Report 7 1. In the 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. 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.
Working with Reports Chapter 7 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: 5. In the displayed wizard window, in each pull-down menu, select the name of the split/skill, agent (if appropriate), or VDN, and the timetrace data you want to display. 6. Select Next.
Working with Reports The “Select your preferred type of time trace” window appears: 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.
Working with Reports Chapter 7 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. 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.
Working with Reports Creating a Historical Report To create a Historical Report 1. From the File menu, select New Report. 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. 3. Use the drop-down list to choose one of the available Historical Report formats. 4. Select Next.
Working with Reports Chapter 7 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. 5. 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.
Working with Reports The “Select the time period for the report” window appears. 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.
Working with Reports Chapter 7 b. If you select “Interval” on page 3 of the wizard, the “Select the start and end times for the interval data for each day” window appears. 1. In the “Start Time” window, enter the time of day for which you want the first entry to appear. 2. In the “End Time” window, enter the time of day for which you want the report to stop reporting. 3. Select Next.
Working with Reports The “Select the days included in the report” window appears. 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.
Working with Reports Chapter 7 Page 5 of the wizard appears. 10. Select the radio button next to 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). b.
Working with Reports The next window that appears depends on whether you selected “Absolute” or “Relative” in the previous window. If you selected Absolute, the following window appears: 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.
Working with Reports Note If there is no historical data in the database for the dates you select, the report display will appear but will not contain any data. Chapter 7 If you selected “Relative” in the previous window, the following window appears: 13. Enter “how many days ago” you want the report to start reporting and “how many days ago” you want the report to stop reporting. 14. To close the wizard and display the Historical Report, select Finish.
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. In the 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 follows: ● ● ● ● ● ● Real-Time Graph Report (*.
Working with Reports Closing a Report 7 To close a report, do the following: 1. Click on the Close button in the upper right corner of the report window 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. 2. a. . If you 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.
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 (*.
Working with Reports Changing the Properties of a Report 7 To change the properties of a report after you have created it, do the following: 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.
Working with Reports Printing Reports 7 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 on the toolbar. or 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.
Working with Reports Scheduling the Printing of a Historical Report 7 To schedule a Historical Report for printing at a later date, 2. The “Schedule Historical Reports” window appears. 3. If you 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. 4. If you want to schedule a report that is not in the list, a. Double-click on Add Scheduled Report or select Add.... b.
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 1. Select Change Printer.
Working with Reports Using the Controls on the Historical Report Window 7 Chapter 7 The “Historical Report” window has its own set of controls and indicators which perform the following functions: Export/E-mail this report. Move forward or back a page. Current and total pages in report Save the report in a format suitable for exporting to a spreadsheet or database application (using Microsoft Word or Excel). Move to first or last page in report. Print the report.
Working with Reports 7-42 Using the Controls on the Historical Report Window
Displaying Information on External Wallboards 8 8 Introduction 8 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.
Displaying Information on External Wallboards Configuring a Wallboard 8 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 4-11.
Displaying Information on External Wallboards Sending a Wallboard Display to an External Wallboard 8 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. If the Wallboard Display Report is already created, a. Open it. Refer to “Opening a Report” on page 7-36. or In Edit, select Report Properties. c.
Displaying Information on External Wallboards Broadcasting a Message on an External Wallboard 8 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.
Displaying Information on External Wallboards 2. In the 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 registered wallboards connected to PCs in the network that fit this description appears in the “Available Wallboards” list. 3. Select the names of the wallboards on which you want to display the message.
Displaying Information on External Wallboards The “broadcast details” window appears. 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.
Displaying Information on External Wallboards Cancelling a Broadcast Message 8 Chapter 8 To cancel a broadcast message in progress, select Cancel Broadcast from the Options menu.
Displaying Information on External Wallboards 8-8 Cancelling a Broadcast Message
BCMS Vu Real-Time and Historical Report Data Items 9 9 Introduction 9 BCMS Vu uses data items that are stored in database tables to build realtime 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.
BCMS Vu Real-Time and Historical Data Items Data Items — Real-Time Reports 9 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.
BCMS Vu Real-Time and Historical Data Items Data Items — Real-Time Reports Data Item % Within Service Leve Report Type VDN Definition 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.
BCMS Vu Real-Time and Historical Data Items Data Items — Real-Time Reports Data Item Report Type Definition 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.
BCMS Vu Real-Time and Historical Data Items Data Items — Real-Time Reports Data Item Report Type Average Speed of Answer Split/Skill Summary Graph Definition The average amount of time it takes before ACD calls are being answered. This value includes time waiting in the queue and time ringing at the agent.
BCMS Vu Real-Time and Historical Data Items Data Items — Real-Time Reports Data Item Average Talk/Hold Time Report Type VDN Definition The average talk time for ACD calls to this VDN that completed during the current period. This does not include ring time, but it does include Direct Agent calls and any time the caller spent on Hold.
BCMS Vu Real-Time and Historical Data Items Data Items — Real-Time Reports Report Type Definition EXT Out Call Agent Summary Graph Number of non-ACD calls that this agent has made that completed during the current interval. (Calls in process are not counted until they are completed.) The maximum value is 255.
BCMS Vu Real-Time and Historical Data Items Data Items — Real-Time Reports Data Item Report Type Definition Total Available Split/Skill Detail 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.
BCMS Vu Real-Time and Historical Data Items Data Items — Historical Reports 9 Data Item — Historical Reports Data Item % All Busy Report Type Trunk Definition 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.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Data Item % In Service Level Report Type VDN Definition The percentage of ACD connect calls that completed during the current interval and that were answered with the administered service level for this VDN.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Report Type Definition 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.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Data Item Avg Aband Time Report Type Split/Skill Definition The average time before an ACD call abandons. This value does not include any time spent in another split/skill’s queue before flowing into this split/skill.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Data Item Avg Speed Ans Report Type Split/Skill Definition The average amount of time that answered ACD calls (split/skill 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.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Data Item Avg Talk/Hold Time Report Type VDN Definition 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 agent.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Flow In Report Type Split/Skill Definition 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.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Data Item Report Type Flow Out Split/Skill Definition The total number of calls queued to this split/skill that were: • 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.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Data Item Flow Out (Continued) Report Type Split/Skill Definition If a call queued to three splits (for example, splits 1, 2, and 3, with split 1 being the primary split) encounters a route-to command that sends the 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.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Data Item Incoming (Hold) Time Report Type Trunk Definition The average holding time for incoming calls to this trunk group 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.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Report Type Definition 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.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Data Item Total AUX/Other Report Type Agent Definition The sum of the time that the agent has the AUX button pressed and 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.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Data Item Total AUX/Other Report Type Split/Skill Definition 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.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Data Item Report Type Definition VDN VDN The extension number of this VDN at this time VDN Name VDN The name that is administered for this VDN. If no name exists, the VDN extension (for example EXT 64532) is displayed.
Troubleshooting 10 10 Introduction 10 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.
Troubleshooting Resolving Problems 10 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. In the 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. Starting/Connecting Problems Problem Probable Cause Action Attempted to start Server software.
Troubleshooting Starting/Connecting Problems Probable Cause (continued) No administration DEFINITY system session available. connection test does not pass. Cannot connect to DEFINITY system. Action 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.
Troubleshooting Starting/Connecting Problems Problem (continued) DEFINITY system connection test does not pass. Cannot connect to DEFINITY system. Probable Cause Action TCP/IP is being used to Obtain the correct IP connect to the switch and address or host name. the IP address or hostname and/or port are invalid TCP/IP is being used to Contact the network connect to the switch and administrator. the network is down TCP/IP is being used to Configure the network on connect to the switch and the PC.
Troubleshooting Starting/Connecting Problems Probable Cause Attempted to start Omninames and/or Server or Wallboard ConnectionServer is/are software. Received not running. message that Omninames and/or ConnectionServer is/are not running. Action 1. Close all applications. 2. Reboot the PC. 3. Wait three minutes. 4. Restart Server software. 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\Lucent\ BCMS Vu\Common.
Troubleshooting Starting/Connecting Problems Problem (continued) Attempted to start Server or Wallboard software. Received message that Omninames and/or ConnectionServer is/are not running Probable Cause (continued) Omninames and/or ConnectionServer is/are not running. Action (continued) 6. Close Task Manager. 7. Repeat step 1. 8. Double-click on omniNames.exe. 9. Repeat steps 3 and 4. 10.In the “Windows NT Task Manager” window or “Close Program” window, verify that omniNames.exe is running.
Troubleshooting Historical Data Downloading Problems Probable Cause Historical data not Lost connection to the updated and/or DEFINITY system Historical Reports have no data. Action Check the status of the DEFINITY system and the 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 Managing BCMS Vu Software.”.
Troubleshooting Historical Data Downloading Problems Problem Historical data downloads not occurring at scheduled times. Probable Cause BCMS Vu user was shut down at scheduled download times. Action 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.
Troubleshooting Historical Report Problems Problem Error message appears on PC monitor: “list bcms xxx day: Column data in BCMS has overflowed DEFINITY system display 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. Action 1092 min, 15 sec (18 hr, 12 Make sure each agent has a min, 15 sec) is the longest unique ID and logs out at period of time that the end of each shift. DEFINITY system can record.
Troubleshooting Historical Report Problems Problem Probable Cause Action Scheduled Historical Report printing did not occur, and this is not recorded in the error log. 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. 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.
Troubleshooting Historical Report Problems Probable Cause 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.
Troubleshooting Historical Report Problems Problem Probable Cause (continued) (continued) When you try to open a No printer is historical report, the administered for the PC. following error message Before you can open a appears: historical report, a "There is no default fictitious printer name printer. To install and must be administered select a default printer, and made the default open the Start button, printer, even if no printer choose Settings. Select is available to the PC.
Troubleshooting Historical Report Problems Problem Probable Cause Action 6. 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." 7. 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 Chapter 10 (continued) (continued) 3.
Troubleshooting Historical Report Problems Problem Probable Cause Action (continued) (continued) 8. In the window with the When you try to open a No printer is text "After your printer is historical report, the administered for the PC. installed, you can print a following error message Before you can open a test page so you can appears: historical report, a confirm that the printer "There is no default fictitious printer name is set up properly," select printer.
Troubleshooting Historical Report Problems Probable Cause (continued) (continued) When you try to open a No printer is historical report, the administered for the PC. following error message Before you can open a appears: historical report, a "There is no default fictitious printer name printer. To install and must be administered select a default printer, and made the default open the Start button, printer, even if no printer choose Settings. Select is available to the PC.
Troubleshooting Historical Report Problems Problem Probable Cause When you try to export Crystal Report problem a historical report to Microsoft Word, all pages of the report are labeled "Page 1" in the header. 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.
Troubleshooting Historical Report Problems A historical report 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.
Troubleshooting Historical Report Problems Problem A historical report was scheduled to print to a file, but it was printed on a printer connected to the PC or on the network. Probable Cause Action The printer that was 10.When you schedule the configured to print to a file historical report, in the was not the application window where you default printer.
Troubleshooting Historical Report Problems A historical report was scheduled to print to a file, but it was printed on a printer connected to the PC or on the network. Probable Cause Action The printer that was 4. Exit Control Panel. configured to print to a file 5. In BCMSVu Client, was not the application default printer. If you set the a. Select File/Printer port of a printer that is not Setup. the application default printer, to print to a file, b.
Troubleshooting Real-Time Report Problems Problem Probable Cause Action For non-EAS installations: Agent Reports are not functioning properly. Login ID option is not validated. Validate Login ID at the DEFINITY system by doing the following: • If the System Customer Option Field, “bcms login IDs,” is set to “y,” the Feature-related System Parameters Field, “Validate loginIDs,” must also be set to “y.” • If “bcms loginIDs” is set to “n,” call Lucent. Real-time reports are not changing.
Troubleshooting Real-Time Report Problems Problem Probable Cause Action 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 BCMSVuPC.ABCINC. comBCMSVuPC 3. Save the file and exit the editor. (Continued on next page.) Resolving Problems 10-21 Chapter 10 Real-Time reports do When DNS is used on a Edit the “host” file. not run on the client PC. Client with Windows 95 1.
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 properly. Configure DNS: Refer to “Configuring a Non-Novell LAN Network” in Chapter 2.
Troubleshooting Real-Time Report Problems Problem Probable Cause Action Chapter 10 JAPANESE only: Default width of column 1. Place the cursor over the In the Japanese version is sometimes too small in vertical line that of BCMSVu R2, column Japanese. separates the narrow headings of real-time column from the column text reports are to its right. sometimes truncated. 2.
Troubleshooting Wallboard Problems Problem Reports and messages do not appear on Wallboard. Probable Cause • • • • • 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. Wallboard is not properly registered. Wallboard address is not correct. Wallboard has a poor physical connection. Action Correct problem.
Troubleshooting Wallboard Problems The wallboard is not updating. When you try to send a test message to the wallboard, you receive the error message, "Address # claimed by two different wallboards." Probable Cause Action The physical configuration of the wallboard may have 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.
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: 1. 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 problem wallboard.
Troubleshooting Wallboard Problems Problem Probable Cause Action Close the Server, restart the Server, and send a report to the problem wallboard. Wallboard display does Server program has been Reconnect Server PC not change for several closed or Server PC has and/or restart Server minutes. been disconnected. software. COM Port larger than 8 Use a COM Port number specified in “COM Port” from 1 through 8. setting.
Troubleshooting Wallboard Problems Problem Probable Cause When you try to Install/Uninstall uninstall the Wallboard program software, not every associated file is removed. 10-28 Resolving Problems Action After you uninstall the Wallboard program, look in C:\Program Files\Lucent\ BCMSVu\Common. If the file "Wallboard.dll" is present, remove it.
Troubleshooting Miscellaneous Problems Problem Probable Cause Another application on User started to close the PC “freezes.” BCMS Vu, but closing was not completed. Action 1. Press Ctrl-Alt-Del to open the “Windows NT Security” window (Windows NT 4.0) or “Close Program” window (Windows 95 or 98). 2. Select Task Manager (Windows NT 4.0 only). 4. If any of these application names is there, highlight it and select the End Task or End Process Button.
Troubleshooting Miscellaneous Problems Problem Probable Cause Action When you upgrade from one version of R2 to another version, the old error log remains unchanged. This is normal. Old None entries will remain in the error log. New entries will be added as they occur. 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 CDROM into the CD drive. 3.
Troubleshooting Miscellaneous Problems Unexpected symptoms, such as processor hanging and/or error messages indicating a memory allocation problem. Probable Cause Action Programs other than Remove incompatible Microsoft Office 95, 97 or application(s) and restart 2000 and Symantec BCMS Vu. pcANYWHERE installed on the Server or Client PC. Lucent Technologies certifies that BCMS Vu software has been tested and found to run coresident with Microsoft Office and Symantec pcANYWHERE.
Troubleshooting Miscellaneous Problems Problem For Windows NT 4.0 only: Received a message reporting a virtual memory error or memory allocation error. Probable Cause Insufficient memory allocated for paging file size. Action Check for enough disk free space. Always use at least the file size recommended by Windows: 1. Select Control Panel/ System/ Performance. 2. On the “Performance” tab, in the “Virtual Memory” box, select Change. 3.
Troubleshooting Miscellaneous Problems For Windows 95 or 98: Received a message reporting a virtual memory error or memory allocation error. Probable Cause Insufficient memory allocated for paging file size. Action Always use at least the file size recommended by Windows. 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.
Troubleshooting Miscellaneous Problems Problem Probable Cause One or more of the Server connection to following happens: network is broken. • Clients “freeze” for over a minute, then post error message telling that network connection from Server is broken, yet in the configuration diagram the Server indicates that Clients are still connected. • Server “freezes” and takes inordinately long time to display menu items. • Server connectivity icons (three icons at right end of taskbar) blink slowly.
Troubleshooting Miscellaneous Problems Problem Probable Cause Can’t establish sharing. No sharing privileges When you start BCMS Vu Server, you receive an error message telling you that the Server cannot establish sharing. Action 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.
Troubleshooting Miscellaneous Problems Problem Probable Cause Action On Novell network Novell network not only: properly administered. Can’t access database or configuration files in supposedly shared folders. 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.
Troubleshooting Error Log 10 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 occurred.
Troubleshooting ● 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, 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.
Troubleshooting Connection Log 10 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.
Troubleshooting Troubleshooting the Data Module Verifying the COM Port 10 10 If the DEFINITY system connection test does not pass, 1. 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. 2.
Troubleshooting Setting Up The COM Port 10 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 .
Troubleshooting Using a Terminal Emulator 10 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.
Troubleshooting The “Connect To” dialog box appears. 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. If the 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.
Troubleshooting 8. If the COM Port you selected is one that is being used by your PC, the “COM Properties” dialog appears: 9. 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 1 stop bit. ● Flow control - Choose Xon/Xoff for the flow control.
Troubleshooting 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.
Troubleshooting 13. Press the Enter key again. If nothing happens repeat steps 9 through 12. 14. Enter atd where 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.
Troubleshooting 16. Enter the BCMS Vu Login ID (The BCMS Vu Login ID administered on the DEFINITY system). 17. Press . 18. At the password prompt, enter the BCMS Vu password associated with the BCMS Vu Login ID. 19. Press . 20. If your screen resembles the one above, you have successfully logged into the DEFINITY system.
Troubleshooting 22. To exit HyperTerminal, select File and then Exit from the “HyperTerminal” main menu. The following message appears: 23. Select Yes. The following message appears: To exit HyperTerminal without saving the data module test session, select No.
Troubleshooting Error Codes 10 Error codes, their descriptions, and error resolutions are listed in the table below. Description Resolution 500 Internal software error Contact Lucent Technologies. 501 Resource error: a resource could not be obtained for some reason. Under normal circumstances the software tries this operation again. This is a problem only if it happens repeatedly. 502 Internal software error Contact Lucent Technologies. 6xx Problem accessing file Generally advisory only.
Troubleshooting ID Description Resolution 1102 The database could not be found. Check the supposed location of the database in Options| Configure|Sharing Setup and verify that the database is present. 1103 BCMS data does not match DEFINITY system time. If the difference is more than about a week, this is a DEFINITY system problem. Use list bcms
ID Description Resolution 1110 Mismatch between a split’s list of agents and the overall list of agents This may happen when agent definitions are changed on the DEFINITY system. Try another download and see if it goes away. Otherwise, contact Lucent Technologies. 1111 DAO failed to initialize. Reinstall DAO: 1. Close all applications. 2. Insert the BCMS Vu CDROM into the CD drive. 3. In the “BCMS Vu R2 Master Setup” window, select Exit. 4.
Troubleshooting ID Description Resolution 4002 The Server attempted to share a directory so that Client machines could access configuration files. This attempt failed because . 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 Options|Configure| Sharing Setup. 4003 Unexpected loss of connection to Client .
Troubleshooting Description Resolution 4104 Removal of wallboard by - : Administrative event: a wallboard has been deregistered from the Server. Advisory only 4105 Modified Wallboard Object by - : Administrative event: a registered wallboard configuration has been changed. Advisory only 4106 Database records have been erased. Advisory only 4107 A monitored application cannot be found: Connection Server or Omninames are not running.
Troubleshooting ID Description Resolution 7001 Internal software error Contact Lucent Technologies. 7011 The process you were trying to contact is missing, hung, or unable to complete the operation in time. Make sure the process is running properly. Retry the operation. 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. Contact Lucent Technologies.
Troubleshooting Description Resolution 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.
Troubleshooting ID Description 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 Lucent Technologies. 7402 Server link timed out - the process you were trying to contact is missing, hung, or busy.
Troubleshooting Description Resolution 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.
Troubleshooting ID Description Resolution 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: Use Explorer to check that the file exists in the location given. 8101 Internal software error Contact Lucent Technologies. 8102 Failed to set database location ODBC call failed.
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 . This Client cannot be connected to the Server because there are already Clients logged in. You must wait until a Client logs out of the Server. The is determined by the type of hardware key installed.
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.
Glossary BCMS Vu 10 Acceptable Service A target value set to define the acceptable amount of Level time for an agent to answer a call. Target 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.
Glossary 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. ACD split/skill See split/skill. Active document See Active report. 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. ACW (After Call Work).
Glossary 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. 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.
Glossary 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, PDMs, or INADS. DEFINITY system BCMS interval The period of time, either one hour or one half hour, during which measurements are collected in the DEFINITY system. At the end of the interval, counts are reset to 0.
Other 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. Primary Skill The first split/skill to which a call queues in a VDN is called the primary split/skill. Report A name used when referring to Real-Time Graphs, Wallboard Displays, Real-Time Text reports and Historical Reports.
Glossary VDN (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.
IN Index 10 A Abandoned Calls Split/Skill Historical Report . 6-3 Abandoned Calls VDN Historical Report . . 6-3 About BCMS Vu menu. . . . . . . . . . . . 3-12 absolute time . . . . . . . . . . . . . . . . . 7-31 administering real-time data . . . . . . . . 4-31 Agent Historical Report . . . . . . . . . . . . 6-3 Agent Summary Historical Report . . . . . . 6-3 attributes Historical Reports . . . . . . . . . . . . . 6-6 Real-Time Graph Reports . . . . . . . . . 5-8 Real-Time Pie Chart Reports . . . . . .
Index BCMS Vu Client: See BCMS Vu Client software BCMS Vu Server Simulator . . . . . . . . . . 2-5 BCMS Vu Server software cascade windows . . . . . . . . . . . . . 2-15 closing . . . . . . . . . . . . . . . . . . . . 2-9 configuration wizard . . . . . . . . . . . . 2-6 connect status . . . . . . . . . . . . . . . 2-17 connect to DEFINITY system . . . 2-14, 2-16 delete records . . . . . . . . . . . . 2-13, 2-16 disconnect from DEFINITY system2-14, 2-16 download status . . . . . . . . . . . . .
Index D data daily . . . . . . . . . . . . . . . . . . . . . 6-2 how the DEFINITY system stores . . . . 6-2 interval. . . . . . . . . . . . . . . . . . . . 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 . . . . . . .
Index Historical Reports . . . . . . . . . . . .6-1, 7-35 Abandoned Calls Split/Skill . . . . . . . 6-3 Abandoned Calls VDN . . . . . . . . . . 6-3 Agent. . . . . . . . . . . . . . . . . . . . . 6-3 Agent Summary . . . . . . . . . . . . . . 6-3 attributes. . . . . . . . . . . . . . . . . . . 6-6 creating . . . . . . . . . . . . . . . .6-4, 7-26 data items . . . . . . . . . . . . . . . . . . 6-6 exporting . . . . . . . . . . . . . . . . . . 6-8 format of time columns . . . . . . . 6-5, 7-33 opening . . . . .
O Omninames . . . . . . . . . . .10-5, 10-29, 10-53 Online Help Client. . . . . . . . . . . . . . . . . . . . 3-16 Server . . . . . . . . . . . . . . . . . . . 2-18 Open Report menu . . . . . . . . . . . . . . . 3-9 Open Report toolbar button . . . . . . . . . 3-13 opening a report . . . . . . . . . . . . 3-13, 7-36 Options menu Client. . . . . . . . . . . . . . . . . . . . 3-10 Server . . . . . . . . . . . . . . . . . . .
Index Server Connect toolbar button . . Server Disconnect toolbar button . server name . . . . . . . . . . . . . shares . . . . . . . . . . . . . . . . sharing . . . . . . . . . . . . . . . . simulator mode . . . . . . . . . . . simulator, BCMS Vu Server . . . . software compatibility . . . . . . . . . . required . . . . . . . . . . . . . restrictions. . . . . . . . . . . . Split/Skill Historical Report. . . . start date . . . . . . . . . . . . . . . starting BCMS Vu Client software . . .
types . . . . . . . . . . . . . wallboard, external . . . . . . . broadcasting a message . . broadcasting a message to . configure. . . . . . . . . . . displaying report . . . . . . features . . . . . . . . . . . models . . . . . . . . . . . . problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16 . . 8-1 . . 8-3 . . 8-4 . . 8-2 . . 8-1 . . 8-1 . 5-18 10-24 sending a display to . . . . . . . . . . . .
Index IN-8
