BCMS Vu™ Software R2 V3 User Guide 585-217-102 Issue 3 July 2001 0
© 2001 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Documentation disclaimer Avaya Inc.
Any other equipment networked to your Avaya products. Trademarks BCMS Vu, Intuity Message Manager, CentreVu Agent, CentreVu Supervisor, and DEFINITY ONE are trademarks of Avaya; DEFINITY is a registered trademark of Avaya. All other product names mentioned herein are the trademarks of their respective owners. Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121 in the United States.
Software License Agreement DEFINITIONS ● “Avaya” means Avaya, 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. ● “Server” software provides requested information or applications to other (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 5. Assignment. Avaya may without your consent or notice to You, assign this Agreement to an entity to which it transfers ownership of the Software. Upon the effective date of such assignment, You agree that Avaya shall be released and discharged from all obligations and liabilities under this Agreement.
License Agreement
Table of Contents Preface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contents of This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents What Can I Do Using BCMS Vu Client? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Starting BCMS Vu Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 Disconnecting BCMS Vu Client from a Server . . . . . . . . . . . . . . . . . . . . . . 3-6 Reconnecting BCMS Vu Client to a Server . . . . . . . . . . . . . . . . . . . . . . . . . 3-6 Exiting BCMS Vu Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Compacting the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Managing Memory Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Opening the Historical Database in Access 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Managing Miscellaneous BCMS Vu Functions . . . . . . . . . . . . . . . . . . . . . . . . Downloading BCMS Data. . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Exporting Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8 Chapter 7 Working with Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 Creating a Real-Time Graph Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2 Creating a Real-Time Pie Chart Report .
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 Avaya. This document explains how to use BCMS Vu software. This section includes the following topics: ● Audience ● Contents of this document ● Conventions used in this document ● Related documents.
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 V3 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.” “Look for the file bcmsvuclient.
Preface Related Documents The following documents contain additional information about the BCMS Vu software and DEFINITY system: ● BCMS Vu Software R2 V3 Installation Guide ● BCMS Vu Wallboard Models WB1, WB2, IW1, and IW2 Installation, Programming, and Troubleshooting Instructions ● Wallboard 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 G3V4, R5, or later, or a DEFINITY ONE system. This chapter describes the benefits and features of the BCMS Vu software.
Introduction ● Administrative requirements ● Performance considerations ● Help escalation ● Software for maintenance contracts.
Introduction Benefits of BCMS Vu Software 1 ● 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 Release 2 of BCMS Vu is the response by Avaya to requests from users for more features than exist in Release 1. The most obvious difference between Release 1 and Release 2 is the separation of the Server application from the Client application. The Server application is installed on one PC, which is connected to a DEFINITY system. The Server receives data from the DEFINITY system.
Introduction Differences between R2, Version 1 and R2 Version 2 1 Differences between R2, Version 2 and R2 Version 3 1 BCMS Vu software supports connection to DEFINITY ECS and ProLogix via LAN. For more information, refer to “serverreadme.txt” file on the CD-ROM. Operating Environment 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.
Introduction ❐ A double-speed CD-ROM drive. Note If you install the software from a remote network drive, the machine on which the software is installed (either Server, Client, or Wallboard) does not need a CD-ROM drive. ❐ One external serial port if a data module is used to connect to a DEFINITY system or a Network Interface Card (NIC) to connect to a DEFINITY system via TCP/IP. ❐ You may need other unused serial ports: — One to connect to a wallboard. This serial port must be an external port.
Introduction For the BCMS Vu Client PC ❐ A single-processor Pentium ❐ 32 MB of main memory (with Windows 95 or Windows 98 installed) or 64 MB of memory (with Windows 2000 or Windows NT 4.0 installed) ❐ 5 MB (5,120 KB) of free disk space ❐ A double speed CD-ROM drive ❐ A serial port for each external wallboard connected to the PC, or one port if the wallboards are daisy-chained ❐ Windows 95, Windows 98, Windows 2000 or Windows NT 4.
Introduction Software Restrictions Note Note BCMS Vu software supports English, French, German, Italian, Spanish, Dutch, Portuguese, Japanese, and Chinese languages on Windows 95, Windows 98, Windows 2000 and Windows NT 4.0 operating systems. Avaya certifies that BCMS Vu software has been tested and found to run co-resident with Microsoft Office 95, 97 or 2000, and Symantec pcANYWHERE. Avaya makes no claims whatsoever as to the compatibility of BCMS Vu software with any other software application.
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. Avaya recommends that pcANYWHERE software be opened only when working with Avaya 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 1-12 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 Avaya in the Program menu. 4. Move the cursor over the BCMS Vu Server icon 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/Avaya/. 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 A second “Server Identification” window appears. a. In the second “Server Identification” window, enter the name used to identify the server you want to add to the list. b. Select OK. The second “Server Identification” window disappears and the first “Server Identification” window becomes the active window. c. If you want to keep the name of the Server you just added in the list of Servers, select Save. d. Highlight the name of the Server you just added to the list and select Connect.
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 ● ● ● Title bar Status bar Server action area Download status Connection status Menu bar Toolbar Avaya Status bar Server action area 2-10 The BCMS Vu Server Main Window Download status 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 Delete Records Action 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 Disconnect Action Breaks the connection between the Server and the DEFINITY system. If there is no active connection with the DEFINITY system, this command is disabled.
BCMS Vu Server Basics Menu Item About BCMS Vu Action Shows version, copyright and other information about the BCMS Vu software Toolbar 2 Icon Name Command Download Downloads latest historical data Historical Data Terminate Download Terminates historical data download that is in progress 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
BCMS Vu Server Basics Icon Name Command 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 the button. The status bar also has two status indicators: Download Status When data is being downloaded from the DEFINITY system, this indicator displays status messages relating to the download.
BCMS Vu Server Basics Using BCMS Vu Server On-Line Help 2 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 any BCMS Vu window you are working in, press the F1 key, or select a Help button if one is displayed in the window. To select a particular topic or read about BCMS Vu functions, choose Help Topics from the Help menu.
BCMS Vu Server Basics 2-18 Using BCMS Vu Server On-Line Help
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 real-time
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 Avaya in the Program menu. 4. Move the cursor over the BCMS Vu Client icon click once. in the Avaya menu and The Avaya splash window appears for a few seconds. You may clear it quickly by clicking on it. The “Server Connection” window appears.
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, Avaya BCMS Vu Client). If one or more reports in the report display area are displayed, the name of the active report is also shown in the title bar. Menu Bar 3 The “Menu” bar displays the available drop-down menu commands.
BCMS Vu Client Basics Menu Item Action Printer Setup Displays a standard Windows printer setup window. The BCMS Vu software supports parallel or networkconnected 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 Command New Report Creates a new Real-Time or Historical Report or Wallboard Display Open Reports Opens an existing Real-Time or Historical Report or Wallboard Display Save Report Saves the properties of the active report. This button is available only if one or more reports are open. Print current report Prints the active report.
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 real-time 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 2. In the “Login Name:” box, type the login that will be automatically supplied to the DEFINITY system when you connect to the DEFINITY system. The login must match the BCMS Vu login name administered on the DEFINITY system. Note This DEFINITY system login must have the following permissions: • Display Admin and Maint Data • System Measurements The DEFINITY system login must not be a “service” login.
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 If the connection is established, the words “The test was successful” appear. If the connection is not successful, BCMS Vu attempts to connect until it times out and tells you why it failed. In this case, select Cancel and correct the problem. Refer to “Troubleshooting the Data Module” on page 10-37, if you are using a data module to connect to the DEFINITY system. For the DEFINITY ONE system, refer to the associated error codes. 9.
Configuring and Managing the BCMS Vu Software Connecting to and Disconnecting from the DEFINITY System 4 BCMS Vu Server normally remains connected for as long as both BCMS Vu Sever and the DEFINITY system are running. While BCMS Vu Server is connected to the DEFINITY system, you can manually disconnect it. To do this, select Disconnect from the Options menu, or select the Disconnect icon from the toolbar. BCMS Vu Server disconnects.
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 6. Be sure that the correct path for the folder where the data is stored appears below the words “Database Location.” If the correct path is not displayed, select the “Browse” button to bring up an Explorer-type window, in which you can specify the correct path. Note When you install BCMS Vu Server software, the installation program suggests that you store historical data in a default location.
Configuring and Managing the BCMS Vu Software Note The amount of data you leave in your historical database is a matter of choice. You will probably want to use a hard disk with a large storage capacity and save at least five years of daily data and six months of interval data in order to track trends effectively. After you decide how long you want to save historical data, use the formula below to determine approximately how much disk space you need.
Configuring and Managing the BCMS Vu Software Registering Wallboards When you configure a wallboard you register it with the Server. A Client can then send a report or message to any wallboard connected to any PC in the network. BCMS Vu Wallboard software must be installed and running on the PC to which the wallboard is connected. You register a wallboard from the BCMS Vu Server.
Configuring and Managing the BCMS Vu Software Panel/Network from Windows. On the Identification tab, the machine name is in the “Computer Name” field. 6. From the “Model of wallboard” pull-down menu, select the model name of the wallboard. 7. 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.
Configuring and Managing the BCMS Vu Software A window appears with a message asking you if you saw the “Test message” on the wallboard. If you select “Yes,” you are told that the test was successful, meaning that the wallboard is properly registered and connected to a PC. If you select “No,” you are told that the test failed and why it failed. The following conditions will cause a failure: ● The wallboard is not connected to the specified port on the specified PC.
Configuring and Managing the BCMS Vu Software About Shares 4 Certain configuration information, for example, saved reports and Client and Wallboard configurations, is stored in the Server folder. The historical database is also stored in the Server folder. Clients operating from other PCs on the network must be able to access these folders. This permission, known as a share, gives Clients read permission for these folders. A share is permission to access (read) the files in a particular folder.
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 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 ● In a Real-Time Text Report a visual alert is indicated by the background color of the item text changing to red when the item is outside either of the set warning threshold values. The background color changes to yellow when the item is outside the set caution threshold values. ● In a Wallboard Display, a visual alert is indicated by the item text color changing to red when the item is outside either of the set warning threshold values.
Configuring and Managing the BCMS Vu Software value of Number of ACD Calls, is often at least 90 but seldom more than 100, you might select 100 as the maximum value. If you do this, the maximum height of a 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 You can also choose to set a unique threshold for each data item for each split/skill, agent or VDN. For example, you can designate an upper caution value of 5 minutes for Average Speed of Answer for all split/skills except Service, and an upper caution value of 3 minutes for Service. To do this, 1. Under the category Split/Skill, designate an upper caution value of 5 minutes for Average Speed of Answer (see above). 2.
Configuring and Managing the BCMS Vu Software 6. Check the box next to the type of warning or caution for which you want to define and activate a threshold. If you use the default palette, ● The Upper Warning threshold is the value above which the bar on the graph will appear red. You will probably want to make this threshold number less than the Maximum Bar Height. ● The Upper Caution threshold is the value above which the bar on the graph will appear yellow.
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 halfhour 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 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 also compact the database in order to store more data on your hard disk. Note To avoid problems, be sure that all Clients are logged out when you repair the database. To repair a corrupted database, 1. In the Options menu, select Repair Database... or select the Repair Database toolbar button. 2. In the window that appears, select Repair Corrupted Database. The buttons in the window become gray temporarily.
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. 5. Exit Control Panel.
Configuring and Managing the BCMS Vu Software Select Update BCMS Data from the Options menu. The Download Status indicator in the status bar shows the progress of the download.
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 Real-Time Graph report, you use the New Report option in the File menu to create the report. After you have created and saved a Real-Time Graph report, you can access the report using the Open Reports option on the File menu. You can specify that the bars on a Real-Time Graph Report be either horizontal or vertical.
Report Basics Categories of Real-Time Graph Reports 5 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 Real-Time Graph: ● Items appear on the graph in the order in which you select them. ● You cannot select some table items in a Real-Time Graph Report because: — They are not measurements (for example, Agent extension in the Agent Summary table), or — BCMS Vu automatically includes them on the graph (for example, the x-axis labels for Agent Summary are Agent Names).
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 Real-Time 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 You cannot select which data items will be displayed in a pie chart (unlike in a bar graph report). Only those attributes that add up to a whole domain are allowed in pie charts, and there is only one set of such attributes for Agent Work State for Split/Skill, Agent Call Summary, and VDN Call Summary reports. Real-Time Pie Charts cannot be printed.
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 Real-Time 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 713.
Report Basics Wallboard Display Attributes 5 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 RealTime 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 722.
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 Real-Time 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 half-hour’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 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 6 The following tables list the data items reported in the different categories of Historical Reports. Data items are defined in Chapter 9, “BCMS Vu Real-Time and Historical Report Data Items.
About Historical Reports VDN 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 ACD Calls Average Abandoned Time Average Talk/Hold Time Average Speed of Answer Calls Busy/Disconnected Connected Calls Calls Offered VDN VDN Name % In Service Level Abandoned Calls VDN Historical Report Abandoned
About Historical Reports Exporting Historical Reports You can export a Historical Report in various formats by e-mail using MAPI (Mail Application Programming Interface) if Microsoft Messaging is installed on your PC. If Microsoft Messaging is installed, you can see a Messaging icon in the Historical Report status bar. You can also save a Historical Report to a file in various formats. To export a Historical Report, 1. Click on the Export icon. The “Export” window appears. 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 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 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. 4. Select Next.
Working with Reports 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 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. The Real-Time Text Wizard closes and the Real-Time Text report you have just defined appears in the BCMS Vu main window.
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. b.
Working with Reports 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.
Working with Reports If you have many items to display, you should choose “Four line wallboard.” Obviously, if you choose more lines of text from this menu than there are rows on the external wallboard, the lines of text will have to alternate on the external wallboard. 11. If you choose “Three line wallboard,” a check box next to the words “Fixed first line” appears. If you check this box, the first line of text remains on the display while other lines change. 12.
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 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 time-trace 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 Time Trace Report wizard closes and the Time Trace report you have just defined appears. For example, if you choose “Agent Data” on the first page of the wizard, and select “Fixed number of data points” on the third page, a report similar to the following illustration appears. 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 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 toolbar. or on the 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 4-12.
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 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 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. These are the names you gave to the wallboards when you registered them with the Server. a. To select all wallboards in the “Available Wallboards” list, select Add All. b. To select individual wallboards, highlight each and select Add. 4.
Displaying Information on External Wallboards 5. Place your cursor in the first line of the message box. 6. Enter the first line of the message you want to broadcast. If the wallboard accepts more than one line, enter the subsequent line(s) in the message box(es) below. 7. Select the radio button next to the color (green, yellow, or red) in which you want the message displayed. 8.
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 real-time and historical reports. Real-time data items are retrieved directly from the BCMS on the DEFINITY system. Historical data items previously downloaded from BCMS are stored in a historical database on your PC. This chapter defines every data item that is used by BCMS Vu to create both realtime 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 Report Type Definition Abandoned Calls Split/Skill Summary Graph The total number of ACD calls that have hung up while waiting to be answered. This includes those calls that have abandoned while in queue or while ringing.
BCMS Vu Real-Time and Historical Data Items Data Items — Real-Time Reports Data Item Average Abandoned Time Report Type Split/Skill Summary Graph Definition The average time before an ACD call abandons. This does not include any time spent in another split/skill’s queue before intraflowing to this split/skill.
BCMS Vu Real-Time and Historical Data Items Data Items — Real-Time Reports Data Item Average Speed of Answer Report Type 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. The calculation is: Sum of Each Completed Call’s Time In Queue + Time Ringing Total Number of ACD Calls Answered Keep the following things in mind: A completed call may span more than one time period.
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/SkillDe tail Graph The number of agents in this split/skill currently available to receive an ACD call. In order to be counted as being available, agents must either be in the Auto-In or Manual-In work mode. Refer to the Glossary for a description of work modes.
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 VDN The total number of calls that have abandoned from the VDN before being answered or outflowed to another position during the current interval. This value includes calls that abandoned while in vector processing or while ringing an agent. It also includes calls with a talk time that is less than the value administered for the BCMS/VuStats Abandon Call Timer.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Data Item Avg Aband Time Report Type VDN Definition The average time calls spent waiting in this VDN before being abandoned by the caller during the current interval. The calculation is: AVG ABAND TIME = Total VDN Abandon Time Total Number of Abandoned VDN Calls Avg Extn Time Agent Average time that was spent talking on non-ACD calls that completed during this interval. This does not include time the call spent on hold.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Data Item Avg Speed Ans Report Type VDN Definition The average time to answer ACD and connect calls (see CONN Calls below) that completed for this VDN during the current period. This includes the time in vector processing, in a split/skill's queue and time ringing. This calculation is: AVG SPEED ANS = Total Answer Time Total ACD Calls + Total CONNect CALLS A completed call can span more than one time period.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Data Item Avg Talk Time Report Type Split/Skill Definition The average amount of time agents talked on ACD calls (split/skill and direct agent) for this split/skill. The calculation does not include time that the call was ringing at an agent or time the call spent on hold.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Flow Out Report Type 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 Report Type Definition Outgoing Calls Trunk The total number of outgoing calls for this trunk group that completed during the specified reporting interval Outgoing CCS Trunk The total holding time (usage) for outgoing calls from this trunk group. The units are expressed in CCS. Outgoing (Hold) Time Trunk The average holding time for outgoing calls that completed during the specified reporting interval.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports Data Item Report Type Definition Total After Call Agent The total amount of time that the agent spent in ACW work states (whether related to an ACD call or not) for all splits/skills during the reporting interval. This includes time agents spent on extension-in and extension-out calls while in the ACW work mode. For the DEFINITY system, this does NOT include time agents spent on extension calls while in ACW for G3V4.
BCMS Vu Real-Time and Historical Data Items Data Item — Historical Reports 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. For the G3V4, time on AUXIN/AUXOUT calls is not included here.
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 VDN Name Report Type VDN Definition The name that is administered for this VDN. If no name exists, the VDN extension (for example EXT 64532) is displayed.
BCMS Vu Real-Time and Historical Data Items 9-22 Data Items — Historical Reports
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 Attempted to start Server software. Software “froze.
Troubleshooting Starting/Connecting Problems Problem (continued) DEFINITY system connection test does not pass. Cannot connect to DEFINITY system. Probable Cause No administration session available. Action Request an administration session from the DEFINITY system administrator. Phone number is incorrect; Obtain the correct phone password and/or user ID are number; obtain the correct user incorrect. ID and password from the DEFINITY system administrator.
Troubleshooting Starting/Connecting Problems Problem Probable Cause TCP/IP is being used to connect to the switch and the network is down Action Contact the network administrator. Configure the network on the TCP/IP is being used to PC. See Chapter 2 of the connect to the switch and the network on the PC is not Installation Guide. properly configured. “Communications error” The connection to the window appears with two DEFINITY system has dropped.
Troubleshooting Starting/Connecting Problems Attempted to start Server or Wallboard software. Received message that Omninames and/or ConnectionServer is/are not running. Probable Cause Action Omninames and/or 1. Close all applications. ConnectionServer is/are not 2. Reboot the PC. running. 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.
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 Action (continued) (continued) Omninames and/or 6. Close Task Manager. ConnectionServer is/are not running. 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 updated Lost connection to the and/or Historical Reports DEFINITY system 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 Probable Cause Historical data downloads BCMS Vu user was shut not occurring at scheduled down at scheduled times. 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 the end of each shift. period of time that 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 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." Probable Cause 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) 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." (continued) No printer is administered for the PC.
Troubleshooting Historical Report Problems (continued) 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." Probable Cause Action 3. Select the radio button next (continued) No printer is administered to "My Computer" and for the PC. Before you can select "Next." open a historical report, a fictitious printer name must 4.
Troubleshooting Historical Report Problems Problem (continued) 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." Probable Cause Action 8. In the window with the text (continued) No printer is administered "After your printer is for the PC.
Troubleshooting Historical Report Problems Probable Cause (continued) 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." (continued) No printer is administered for the PC.
Troubleshooting Historical Report Problems Problem Probable Cause When you try to export a Crystal Report problem 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 Problem Probable Cause Action 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. 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 configured 10.When you schedule the to print to a file was not the historical report, in the application 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 configured 4. Exit Control Panel. to print to a file was not the application default printer. If 5. In BCMSVu Client, you set the port of a printer that a. Select File/Printer Setup. is not 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 Avaya. Real-time reports are not changing.
Troubleshooting Real-Time Report Problems Real-Time reports do not run on the client PC. Probable Cause Action Edit the “host” file. When DNS is used on a Client with Windows 95 or 1. Using an editor, open 98, the Server must have a WINNT\System32\ line added to the “Hosts” drivers\etc\Hosts. file. 2. Insert the following line (if it is not there already) with the other “Hosts” lines: .
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 NonNovell LAN Network” in Chapter 2. Value of item does not appear above vertical bar in Real-Time Graph report.
Troubleshooting Real-Time Report Problems Problem Probable Cause Action Chapter 10 Default width of column is 1. Place the cursor over the JAPANESE only: vertical line that separates In the Japanese version of sometimes too small in Japanese. the narrow column from the BCMSVu R2, column column to its right. headings of real-time text reports are sometimes 2. Hold down the primary truncated.
Troubleshooting Wallboard Problems Problem Probable Cause Reports and messages do • not appear on Wallboard. • • • • 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 Problem Probable Cause Action 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." 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 Wallboard display does not change for several minutes. Server program has been closed or Server PC has been disconnected. Reconnect Server PC and/or restart Server software. Server cannot register wallboard. COM Port larger than 8 specified in “COM Port” setting. Use a COM Port number from 1 through 8.
Troubleshooting Miscellaneous Problems Problem Probable Cause Action Another application on the User started to close BCMS 1. Press Ctrl-Alt-Del to open PC “freezes.” Vu, but closing was not the “Windows NT completed. Security” window (Windows NT 4.0) or “Close Program” window (Windows 95 or 98). 2. Select Task Manager (Windows 2000 and NT 4.0). 3. In the “Windows NT Task Manager” window or “Close Program” window look for BCMSVuServer, bcmsvuclient, omniNames.exe and ConnectionsServe. 4.
Troubleshooting Miscellaneous Problems Problem Error # 1111: Message stating that DAO did not install correctly. Probable Cause Action Microsoft DAO installation Reinstall DAO: failed. 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. In My Computer or Explorer select the CDROM drive. 5. In the folder Server\dao\disk1, doubleclick on “setup.exe.
Troubleshooting Miscellaneous Problems Problem Probable Cause For Windows 2000 or NT Insufficient memory allocated for paging file 4.0 : size. Received a message reporting a virtual memory error or memory allocation error. 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 Problem Probable Cause Insufficient memory For Windows 95 or 98: allocated for paging file Received a message reporting a virtual memory size. error or memory allocation error. 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 No sharing privileges Can’t establish sharing. 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. 4.
Troubleshooting Miscellaneous Problems Probable Cause On Novell network only: Novell network not properly Can’t access database or administered. configuration files in supposedly shared folders. On a LAN network with DHCP: Remote Client can’t stay connected to the Server long enough to receive data. Incorrect network configuration Action When you use a Novell network, you must use a TCP/IP stack configuration.
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 refer to “Error Log” and “Error Codes” in Online Help or “Error Messages” in this guide. ● The date/time stamp identifies the time the error occurred. To see the latest messages in the error log, do the following: Select Error log from the View menu. or Start Notepad and open the file C:\Program Files\Avaya\BCMS Vu\Server\BCMSVuServer\ ERR_xx.txt, where “xx” is the build number of the software version.
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 10 1. In the Start menu, select Programs/Accessories. 2.
Troubleshooting The “Connect To” dialog box appears. 5. In the “Connect using:” field, click on the down arrow to display a pull-down menu of COM Ports. 6. Beginning with COM 1, select each COM Port incrementally until you find the one that connects to your data module. Note The PC may lock or post an error while you are performing the next several steps. If it does, restart HyperTerminal , and begin at step 1. 7. Select OK in the “Phone Number” dialog box. a.
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 The Port Settings should look like this: 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 17. Press . 18. At the password prompt, enter the BCMS Vu password associated with the BCMS Vu Login ID. 19. Press . Two more lines appear in the open window, which resembles the following illustration: 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. 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. ID Description Resolution 500 Internal software error Contact Avaya. 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 Avaya. 6xx Problem accessing file Generally advisory only.
Troubleshooting Description Resolution 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
Troubleshooting ID Description 1111 DAO failed to initialize. Resolution 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. In Windows My Computer or Explorer select the CD-ROM drive. 5. In the folder Server\dao\ disk1 double-click on “setup.exe.” The program will correctly install DAO. 4000 Attempt to run more than one Server There are two BCMS Vu Servers running.
Troubleshooting ID Description Resolution Unexpected loss of connection to Client . The client machine may have been turned off or disconnected, or the Client may have hung. Check network connectivity between Server and Client. If this happens inexplicably and often, contact Avaya. 4004 Attempted login by unregistered Client . A client has attempted to log in and is not registered with the Server. Advisory only.
Troubleshooting ID Description Resolution 4106 Database records have been erased. Advisory only 4107 A monitored application cannot be found: Connection Server or Omninames are not running. Restart these applications from the Common directory (refer to “Resolving Problems,” this chapter, or stop and restart the Server). 4108 A monitored application has been restarted.
Troubleshooting Description Resolution 7014 Call not completed. The device could not be connected to. Verify that the hunt group extension for Netcon channels is correct. 7015 Unknown exception (caught by default) Retry the operation. Contact Avaya. 7101 Serial port does not exist. Check the serial port (COM Port) selection under Options|Configure| Switch Connection. 7102 Serial port in use Find out what else could be using the Serial port. If nothing is, try restarting the Connection Server.
Troubleshooting ID Description Resolution 7107 Transmit Buffer overrun See receive buffer overrun (7105). 7108 Serial transmit error See serial receive error (7106). 7109 Could not communicate with device. Be sure the data module or wallboard is securely plugged in. 7202 General network failure If the DEFINITY system is booting, wait for the system to come up; retry connecting again. 7203 Invalid destination Make sure the host name is a valid one.
Troubleshooting Description Resolution 7406 Server execution error Restart the Server. Depending on context, this could be the ConnectionServer or the BCMS Vu Server. If this persists, contact Avaya. 7407 The Server is missing. Restart the Server. Depending on context, this could be the ConnectionServer or the BCMS Vu Server. 7408 An internal process on the Server has vanished unexpectedly. Reconnect the Client or restart the Server.
Troubleshooting ID Description Resolution 7420 A DEFINITY system command could not be run to completion. BCMS Vu retries it. BCMS Vu recovers from this problem automatically. If it happens often, check the DEFINITY system connection, serial port, and so forth. 7499 An unexpected CORBA error has occurred (code ). Note the code number given in the exception message and contact Avaya. 7500 The session could not be connected. Check that the connection is not in use already.
Troubleshooting 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 0 Acceptable Service A target value set to define the acceptable amount of time for Level 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 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). ACD work done when the agent is not on a call. There are two types of after call work (ACW): call related ACW and ACW not associated with a call.
Glossary BCMS (Basic Call Center Management System). A software feature of the DEFINITY system which collects data about inbound ACD calls and how they are handled. CCS The report item Centum Call Seconds (CCS) is the number of 100-second increments in which the trunk was busy during the intrahour interval. A trunk is “seized'' while the call is in queue and while the call is connected to an agent. Therefore, wait time for abandoned calls is figured into the CCS figures.
Glossary Direct Agent Calling An EAS capability that makes it possible for a caller to reach the same agent every time and still include the call in the management tracking of the call center as an ACD call. This is ideal for claims processing, where a client needs to speak with the agent handling the claim. Document See Report. Hundred call seconds See CCS. Interval See DEFINITY system BCMS interval. MI (Manual-In). An ACD work mode.
Glossary Secondary Skill The second split/skill to which a call queues in a VDN is called the secondary split/skill. Service Level See Acceptable Service Level. Split/skill A group of extensions that are staffed by agents trained to handle a certain type of call. Tertiary Skill When a call is queued to multiple splits/skills, the third split/skill the call queued to in a VDN is called the tertiary split/skill. VDN (Vector Directory Number).
Glossary GL-6
A Abandoned Calls Split/Skill Historical Report . Abandoned Calls VDN Historical Report . . . About BCMS Vu menu. . . . . . . . . . . . . administering real-time data . . . . . . . . . . Agent Historical Report . . . . . . . . . . . . Agent Summary Historical Report . . . . . . . attributes Historical Reports . . . . . . . . . . . . . Real-Time Graph Reports . . . . . . . . . Real-Time Pie Chart Reports . . . . . . . . Real-Time Text Reports . . . . . . . . . . Time Trace Reports . . . . . . . . . . . .
Index Cascade Windows . . . . . . . . . . . 2-14 Configure . . . . . . . . . . . . . . . . 2-12 Connect . . . . . . . . . . . . . . . . . 2-13 Delete Records . . . . . . . . . . . . . 2-13 Disconnect . . . . . . . . . . . . . . . 2-14 Downloading Historical Data . . . . . 2-12 Error Log . . . . . . . . . . . . . . . . 2-14 Exit . . . . . . . . . . . . . . . . . . . 2-11 File . . . . . . . . . . . . . . . . . . . 2-11 Help. . . . . . . . . . . . . . . . . . . 2-14 Help Topics. . . . . . . . . . . . . . .
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. . . . . . . . . 5-20 data module, troubleshooting. . . . . . . . . 10-37 database backing up . . . . . . . . . . . . . . . . .
Index how the DEFINITY system stores data . . . . . 6-2 L LAN . . . . . . . . . . . . . languages supported . . . . . list of open reports menu . . . location of historical database Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-33 . . 1-8 . 3-12 . 4-10 . . 4-5 M Mail Application Programming Interface . . . . 6-8 main window BCMS Vu Client . . . . . . . . . . . . . . . 3-8 BCMS Vu Server . . . . . . . . . . . . . .
Index . . . . . . . 3-10 . . . . . . . 7-38 . . . . . . . 7-40 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-7 . 10-9 10-28 10-20 . 10-2 10-24 . 10-2 R real-time administration data updating . . . . . 4-29 Real-Time Graph Reports . . . . . . . . . . . . 5-3 attributes . . . . . . . . . . . . . . . . . . . 5-8 closing . . . . . . . . . . . . . . . . . . . 7-35 creating . . . . . . . . . . . . . . . . . . . . 7-2 maximum values . . . . . . . . . . . . . . .
Index Status Bar menu Client . . . . . . . . . . . Server . . . . . . . . . . . stop historical data download system configuration . . . . . system menu box Client . . . . . . . . . . . Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12 2-14 2-12 2-14 . . . . . . . . . . 3-9 . . . . . . . . . 2-11 T task manager . . . . . . . . . . . . . . . terminate historical data download . . . . tile windows Client . . . . . . . . . . . . . . . . .
