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585-215-835 Comcode 108217571 Issue 2 May 1998 CentreV u ® Explorer V ersion 1.2 Installation and Getting Started Guide 585-215-835-I2_tp 9/21/01 2:02 PM Page 1[...]

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Copyrig ht© 19 98 Lu cent T e chnolog ies All Righ ts Reserved Printed in U.S .A. Notice Every effort was made t o ensure that the i nformati on in thi s docu ment was c omplete and acc urate at th e time of pri nting. Howev er , informat ion is subjec t to chang e. Y o u r R esp on si bil i ty fo r Y our Sys te m’s Se c ur i ty T oll fraud i s [...]

Document S upport T elephone Numb er Lucen t T ec hnologi es provi des tel ephone num bers fo r you to use to r eport e rrors or t o ask qu estions abo ut the infor mation i n this document. The su pport telepho ne num bers a re: V oice: 1 888 584-6366 and Intern ational V o ice: +1-317-32 2-6 848. Europ ean Unio n Declara tion of C o nformity Luce[...]

How ar e we do ing? Doc ument Tit le: CentreVu ® Expl orer Inst alla tio n and Get ting S tar ted Gui de Doc ument No.: 585- 215 - 8 35 Dat e: Ma y 1998 Luce nt T ec hnol ogie s welco mes you r fe edba ck on th is doc ument . Y our co mment s can be of gr eat valu e in he lpin g us to impr ove ou r doc ument atio n. 1. Pl ea se r ate th e effect i[...]

NO POS T AGE N ECESSA RY IF M AIL ED IN T HE UNITED ST A TE S Do No t T ear — Fo ld Here First ---------- --------------- --------------- --------------- --------------- --------------- --------------- --------------- ---------------- --------------- --------------- ---- - BUSINESS REPL Y MAIL FIRS T CL ASS PER MIT NO. 1 999 Lucent T echnologies [...]

TOC -i Centr eV u E xpl or e r Table of Con tents Software Installation 1-1 Sys tem O verv iew . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1- 1 Network Di agram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 ECS/S witch Req uirement s . . . . . . . . . . . . . . . . [...]

Tabl e o f Co nt e nts TOC -ii Expl orer L ogi n Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2- 3 Ma in Me nu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4 W indow Element s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2- [...]

Sy st em Ove rvi ew 1-1 1 Centre V u E xplor er Softwar e Installation 1 System O verview 1 Centr eV u ® Exp lore r coll ects d ata i n a L ucen t T echn olog ies call cente r envi ronmen t. Da ta i s d e liv er e d to an e x te rna l Micr osoft * W indows NT † se rv er v i a a lo cal ar ea network (L AN ) conne ction to the Centr eV u Call Mana[...]

1-2 Netwo rk Di agr am Softwa re Installation Network Diagram 1 The foll owing is a lis t of the net w ork r equire ments: ECS/s witch Centr eV u CMS Centr eV u Expl orer se rve r Lo cal ar ea net work Centr eV u E xplore r cli ent wor kstation . The fol lowing di agram indi c ate s a typi cal networ k configur a tion ut ilizing Cen ter V u Explore[...]

Network Diagram 1-3 So ft ware Inst all ati on ECS/Switch Requireme nt s 1 The ECS/swi tch requi res a communi cati on link to the Cent reV u CM S. Ap pr opr iat e automat i c cal l distr ibution (ACD) tr a nsla tions must be configure d to generate exter nal call his tory (ECH) result s on the Centr eV u CMS . Thes e re su lts incl ud e measur ed [...]

1-4 Netwo rk Di agr am Softwa re Installation Custom er Respons ibilities 1 Y ou m ust do the fol lowing to tra nsfer cal l history dat a: 1. Pur chas e th e Ext er nal Call Hi stor y Int erf ace pac kage. 2. Contact your Lucent re presentat ive to have the E CHI feature author ized. If you are an in ternat ional custom er , conta c t your Luc ent [...]

Network Diagram 1-5 So ft ware Inst all ati on Me mo ry 1 Centr eV u Explore r requi res 128 MB of me mory . Data ba se s erver performan c e on larg e dat a se ts is d ire ct ly affe ct ed b y av ai la ble m emo ry . Cal l cent er s of al l si ze s bene f it fro m Cent r eV u Explorer . Cal l centers taki ng 100,000 or mor e ACD c alls per day q u[...]

1-6 Netwo rk Di agr am Softwa re Installation Remote ac cess is ne cessary for sy stem dia gnosis, mai ntena nce, and sof tware update s. System Softwar e Configur ation 1 The following soft ware pac kages a re re quired to op e rate with Centr eV u Expl orer V ersion 1.0: Micr oso ft W indows NT Server 4.0 Servi ce Pack 3 M ic ros of t SQL Server [...]

Network Diagram 1-7 So ft ware Inst all ati on Disk S tor age Require ment s 1 This t a ble shows call record stor ag e r equirements based o n the number o f calls p er day over a period of months. T abl e 1: Di sk S tor ag e Example Question: How much dis k space do I need on my server to s tor e 3 months of call rec o r d s ? Y o ur c all ce nt [...]

1-8 Netwo rk Di agr am Softwa re Installation ECS/sw itch call ve ctor pr oc es sing has a mi nimum of one (1) segment . Over the life of the call, i nformatio n is adde d to a segm ent b ased on the cor responding event s occurri ng during the cal l’ s life, startin g from the tim e it entered vec tor proce ssing a nd unt il ve cto r p r oce ssi[...]

Network Diagram 1-9 So ft ware Inst all ati on Network Con nectivity 1 Centr eV u Explore r requi res a tra nsmissi on con trol p rotocol /internet pr otocol (TCP /IP) con nection to the Ce n treV u C MS v ia a lo ca l are a net wo rk (L AN ). Th e TCP/IP L AN conne ction is ne c es sary s o that the CMS ca n tra nsfer exte rnal c all hist ory data[...]

1- 10 Netw o rk D i ag ram Softwa re Installation Cl ie nt Re qui re men ts an d Re com me n dat i on s 1 The clien t worksta tion must be abl e to run a supporte d web brows er . Centr eV u Explore r has been test ed with Micr osof t Int ernet Explor er 3.01 and Ne tsca pe Navigat or * 3.0. However , any hype rtext markup l anguage (HTML) 2.0 co m[...]

Inst al l a tion In format ion Ch art 1-11 So ft ware Inst all ati on Ins t allation Info rmation Chart 1 This i nform ation appl ies to in s tal lati ons. Ple ase comp lete th e followin g tabl e an d keep for your record s when install ing or upgradi ng. T able 2: Checklist What you need Definiti on Write It Down Here LAN Card The physic al conne[...]

1- 12 Cen tr eVu Ex plo r er I ns tall at io n Prep ar at ion Softwa re Installation CentreV u Explorer Inst allation Prep aration 1 The fol lowing ch eckli st is des igne d to assi st Lu cent T echnolo gies in th e instal latio n of your Centr eV u Explorer serve r . Centr eVu Explorer S erver Hard ware Checklist 1 Pleas e fill in the ha rdware ch[...]

Cen tre Vu Exp lorer In stall ati on P rep ar ati on 1- 13 So ft ware Inst all ati on Disk Contr oller T y pe — EIDE control ler — SCSI controller — RAID (Redunda nt Array of Inexpens ive Disks ) Arr ay Control ler (Please specify RAID Le vel): ________ ___________ __________ — Other (Plea se specify ): ___________ _________ Number of I /O [...]

1- 14 Cen tr eVu Ex plo r er I ns tall at io n Prep ar at ion Softwa re Installation Settin g Up the Centre Vu Explo rer Ser ver 1 V er ify th at th e Centr eV u CMS c an pi ng the Cen treV u E xpl ore r s e rv er . T his te s t establ ishes the IP connect ivity re quired for the Ce ntreV u C M S t o t ran sf er ext ern al call his tory da ta t o t[...]

Cen tre Vu Exp lorer In stall ati on P rep ar ati on 1- 15 So ft ware Inst all ati on Settin g U p Centre Vu Explorer Clie nt 1 If you plan on ac cessing the Cent reV u E xp lo rer se rv er f ro m a clie n t w o rkst a tion , verify th a t you can reac h the Ce ntr eV u Explore r server by pingi ng it from a worksta tion. Can you successfully ping [...]

1- 16 Cen tr eVu Ex plo r er I ns tall at io n Prep ar at ion Softwa re Installation Prov isio ning an d Acti vation of E CHI 1 Call your Luce nt re present a tive to sc hedule act ivati on of E CHI. Has Externa l C a ll Histor y Inte rface been ins talled on CMS? —Y e s — No Note: EC HI shou ld be acti vated wi thin 2 4 h ours p rior to the in[...]

Cen tr eV u Expl or er Ser v er Sof tw ar e Ins tal lati on Seq ue nc e 1-1 7 So ft ware Inst all ati on CentreV u Exp lorer Server Software I nst allati on Sequence 1 This s ect ion doc uments th e s oftware inst allatio n seque nce r equired to i nsta ll t he software co mponents fo r the Ce ntr eV u Ex plo rer ser ver. The foll owing list co mpr[...]

1- 18 Cen tr eVu Ex plo r er S er ver S oftw a re I ns tall at i on Seq ue nce Softwa re Installation Mic rosof t Wi ndow s NT 4. 0 and Mic rosof t In tern et Inf ormatio n Server 2 .0 1 Micr oso ft W indows NT Server 4.0 is the operating s ystem for t h e Ce ntre V u Explo rer and mus t be loade d befo re an y othe r software compone nts. If t he [...]

Cen tr eV u Expl or er Ser v er Sof tw ar e Ins tal lati on Seq ue nc e 1-1 9 So ft ware Inst all ati on Mic rosoft In ternet In formatio n Ser ver 3.0 1 Th e Mic r osof t Int ernet Infor m ati on Server 3 . 0 with ASP su pport i s i ntende d to b e loade d on top of t he Micr osoft Inte rnet Infor mation Serv er 2.0, and it must be loaded aft er t[...]

1- 20 Cen tr eVu Ex plo r er S er ver S oftw a re I ns tall at i on Seq ue nce Softwa re Installation Installin g on CentreVu Ex pl orer Se rv er 1 Th e prim ary t asks in Centr eV u Explore r server i nstallati on are a s fo llows: Loadi ng Cent r eV u E xplorer soft w are Establ ishing n e two rk conn e ctio n. Load ing Centre V u Explor er Softw[...]

Cen tr eV u Expl or er Ser v er Sof tw ar e Ins tal lati on Seq ue nc e 1-2 1 So ft ware Inst all ati on E stabl i shi ng Ne two rk C onn ec t ion 1 Appendix A of this document contai ns a high -level ove rview fo r connecti ng a s erver running M icros of t N T S erver 4.0 to a local ar ea network. Re fer to Micr osoft document a tion for comple t[...]

1- 22 Cen tr eVu Ex plo r er S er ver S oftw a re I ns tall at i on Seq ue nce Softwa re Installation Launc hing CentreVu Ex pl orer 1 After insta lling th e appropri a te browser , cli ck on the int ernet browse r ico n o n your deskt op. After cli cking th e internet brows er ico n, your prede fined “home page ” is activ ated. If the Ce n tre[...]

Verify ing the In sta llatio n 1-2 3 So ft ware Inst all ati on V erifying the Inst allation 1 When you have c ompleted t he instal la tion of Centr eV u Explor er , the fo llowing procedu re can be used to dete rmine if dat a is flowing from the Ce ntr eV u CMS: 1. L o g into the Cen tre V u Explorer se rver . 2. From the Start Menu choos e Settin[...]

1- 24 Veri fyi ng t he Ins tal la tio n Softwa re Installation Y ou shoul d then see the Ce n treV u Data Import Servic e Control applet as s hown below: V er ify th at th e Centr eV u E x plo rer S er vic e is ru nni n g. I f t he st at us is sto p ped , clic k on the St ar t bu tto n to st art t he s er vic e. If t her e ar e e xte rna l call h i[...]

Verify ing the In sta llatio n 1-2 5 So ft ware Inst all ati on The last two items i n the list can be checked by lo oking in the NT E vent Log for any errors pert aining to the SQL Server or the Ce ntr eV u E xp lo rer S erv ice. I f th e re a re n o err or me ssa ges ind icati ng a failu re, re cor d the mes sag e and c onta ct the Natio nal Cust[...]

1- 26 Veri fyi ng t he Ins tal la tio n Softwa re Installation CentreVu Expl or er Da tabase Ba cku p 1 Centr eV u Expl orer stor es ECHI data fr om the Cen tr eV u CMS in a Micr osoft SQL Server dat abase. W e recommend the databa se be periodi call y arc hived to al low for data recove ry in the event of a catastro phic sy stem failure . The back[...]

Prod u ct Ove rvi ew 2-1 2 C Centre V u E xplor er Getting S tarted with Explor er 1 Produ ct Overview 1 Centr eV u ® Explorer tra nsforms valu able DEFINITY ® ca ll c en ter i nf orm at ion i nto powerful kno w led ge. This kno w led ge is cruc ial to t he m ana gement of your ca ll cen ter . By applyi ng informati on collect e d from the Lucent[...]

2-2 Produ ct Over view Getting Started w ith Ex plor er Queue tre atment such as holdin g t imes and aban dons in que ue. Centr eV u Expl orer deliver s knowled ge to the deskt op via powerfu l Micr osof t * W indows N T † bas ed in ternet serve r tech nologie s . Ce ntr eV u Explorer r e quires on ly a frame compli a nt web brows er on the clien[...]

E xplore r Lo gin Wi ndo w 2 -3 Getting S tarted wi th E xplorer Exp lorer Login Wind ow 1 Af t er la unc h in g Centr eV u Expl orer , the login window appear s as follows: Enter a vali d a ccoun t na me and pas sword then cl ic k the Submit button t o gain acce ss to the Centr eV u Expl ore r Main Menu wi ndow . If y ou do not have a Cen treV u E[...]

2-4 Main Menu Getting Started w ith Ex plor er Mai n Me nu 1 Th e Cen tr eV u Expl orer main window displ ays four icons as shown below: Click on Ex plo rer to go t o the qu ery and reporting i nterface o f Cent r eV u Explorer . Click on Agent In-Focus t o acce ss pre defi ned qu eri es for commo n r epor tin g scena rios. Click on Admin to acce s[...]

Main Menu 2-5 Getting S tarted wi th E xplorer Wind ow El ement s 1 Th e Cen tr eV u E xplorer window i s divid ed in to the f ollowing frames: El em ent Se le cti on Fra m e — Thi s fra me con tain s t he EC HI elem en ts that are u se d to formula te q ueries. The ECHI element s are divided into two l ogical groups: Agent Info—Cont ai n s ele[...]

2-6 Main Menu Getting Started w ith Ex plor er Sampl e Qu ery ” i n the C entr eV u Explor er User Guide ( 585-215-840) for addit ional inf ormation on buil ding queries . Sear ch Criteria Fra me —This fram e all ows th e user to enter pa ramet ers spec ific to th e it em s sele ct ed in th e que r y sect io n w he n the “B uil d Qu er y” b[...]

Main Menu 2-7 Getting S tarted wi th E xplorer Wind ow Viewi ng a nd Sizi ng 1 Based on your mo nitor ’ s size and termin al resolut ion, a varying amount of data may be dis played in a sin gle window . T o vary the amount of dat a avai lable , the fol lowing options exist as shown below: Sc roll B ars— Three scro ll b ars exi st and a ppear in[...]

2-8 Main Menu Getting Started w ith Ex plor er Re du c e Sea rch C rit er ia S ec tio n —Moving the con trol bar betw een win dows expa nds the re sults s ec tion. Sessi on Di splay —V iewi ng with the S ession Display mode reduc e s elemen ts to most commonly requ ested ite m s. Addit ional deta ils can be obtain ed in the cradl e-to-grave re [...]

A Qui ck S tart t o Cen treV u Ex plo rer 2-9 Getting S tarted wi th E xplorer A Quick St art to CentreVu Expl orer 1 1. T o enter Ce n treV u Explor e r , click on the Explorer icon as shown be low: final_manual.book : getting started.fm Page 9 Monday, May 4, 1998 1:00 PM[...]

2-1 0 A Qu ick S tart to Ce n tr eV u Exp lore r Getting Started w ith Ex plor er Th e Elem ent Se lect ion win dow appe ars: 2. Check the query ele ments for you r se arch and clic k on Bu ild Query . See “Appendi x B, Query Element s” in the Centr eV u Expl or er Us er Guide (585- 215-840) for def initions and para meters for ea ch of the que[...]

A Qu ick S tart t o C ent r eVu Ex plo rer 2-11 Getting S tarted wi th E xplorer When the foll owing window refr eshes, para meters f or each of the options you sel ected appear in th e Search Crite ria frame on the r ight side of the window . Also inc luded in th e Sea rch Cri teria fram e are query cont rol param eters for the date range a nd the[...]

2-1 2 A Qu ick S tart to Ce n tr eV u Exp lore r Getting Started w ith Ex plor er The Query R e sul ts frame a ppears a t the bottom of the window . T his fram e shows t he results of your search. The top of the scree n contin ues to displ ay the Elemen t Se le cti on an d Se arc h Cr it eri a fra me s. 7. By clic king on a Call I D num ber , you s[...]

A Qu ick S tart t o C ent r eVu Ex plo rer 2-13 Getting S tarted wi th E xplorer The Cradle -to-Gr ave window appears as shown below: final_manual.book : getting started.fm Page 13 Monday, May 4, 1998 1:00 PM[...]

2-1 4 A Qu ick S tart to Ce n tr eV u Exp lore r Getting Started w ith Ex plor er final_manual.book : getting started.fm Page 14 Monday, May 4, 1998 1:00 PM[...]

In trod uct ion 3 -1 3 C Centre V u E xplor er T r oubleshooting 1 Intro ducti on 1 If you are havi ng trouble with an y of the proced ures mentione d in this document , please read t hrough t his sect ion be fore cal ling the Na tiona l Customer Care Ce nter . The probl em may be so mething you ca n quic kly solve yourse lf. If you have not solv e[...]

3-2 In tr oduct ion T rou ble shoot ing T ro uble sh oot ing Tips 1 This se ction helps you with proble m s you may en counte r when ins tall ing, log ging into, or running Centr eV u ® Expl ore r . It cont ains ta bles wh ic h de scribe e rror m ess ag es tha t m ay ap pe ar i n Centr eV u Expl orer . NT Even t Log Error Message s T ypes 1 The fo[...]

Int rod uction 3 -3 Trou blesh oot ing * Microso f t is a reg ister ed trademar k of Micro soft Corp. † Windows NT is a registe r ed trad emark of Micr osoft Corp. This m achin e does not have the co rrect ver sion of Mi cr osof t Inte rnet I nform ati on Server ins ta lled . Plea se corr ect th e proble m by ins ta lli ng Int er net In fo rm at [...]

3-4 In tr oduct ion T rou ble shoot ing SQL S erver Er ror Messa ges 1 Th is tabl e lis ts t he SQL s erver er ror me ssa ges. Erro r Message Co rrective Action Error : 1 105, Sev erit y: 17, S tate: 2 Can’ t allo cate s pace for object ’ Sysl ogs ’ i n datab ase ’ [ d bname ]’ beca use the ’ lo gse gme nt’ is ful l. If you ra n out o[...]

Int rod uction 3 -5 Trou blesh oot ing Dat a Import Ser vice Mes sag es 1 T his tab le list s th e da ta im port se rv ic e mes s age s. Erro r Message s Correcti ve Action Th e se rvi ce was st ar te d . INFO RMA TI ON No cor rect ive acti on requi red. This is m erel y an info rmati onal mess ag e. Th e se rvi ce wa s st opp e d. INFO RMA TI ON N[...]

3-6 In tr oduct ion T rou ble shoot ing OBDC Error Mes sages 1 T his ta b le l ist s the O B DC erro r me ss ages . DB-Libra r y Error Messa ges 1 This t able li sts t he DB-Lib rary error m essage s. Erro r Mess age Correcti ve Action [M icro s of t] [O DB C S QL Se rv er D r ive r] [SQ L Serve r] L ogin fail ed WA R N I N G An at tem pt to lo gin[...]

Int rod uction 3 -7 Trou blesh oot ing Log-i n Error Messag es 1 This t able li sts t he DB-Lib rary error m essage s Servi ce Affecti ng Automa ted Proc edure s 1 This se ction doc uments th e automat ed procedures wit hin Centr eV u Expl orer that cause servi ce int errupti ons. The int errupti ons range from moment s to over an hour in durati on[...]

3-8 In tr oduct ion T rou ble shoot ing Dat abas e Mainte nance Pr oce dures 1 Centr eV u Explore r cont a ins built in dat abase maintena nce procedu res des igned to keep the dat abase healt hy a nd res ponsive. These proce dures are set up during the inst allation of Ce nterV u Expl orer and a re s chedu led t o run automati call y in the lat e [...]

NT Server Connection Assistance A-1 A Centre V u E xplor er Appendix A 1 NT Server Connection Assist ance 1 The fo llowing s ec tions provide a ssis tanc e in connec ting Ce ntr eV u ® Expl orer to your local are a network (LAN). In part icula r , these inst ruction s pertain to the adminis trati on of the Micr osoft * W indow s NT † Serv er 4.0[...]

A-2 NT S erver Connection Assistance Appe ndix A Est ablis hing Serve r Netw ork C onnec tio n 1 Hardware 1 Communic a tion be tween Centr eV u Expl orer a nd Cen tre V u Call Ma nagement Syste m (CMS) is provi ded via a LAN c on nection. Additi onally , for ter minals e xte rn al to th e Centr eV u Explorer serve r , acces s is provided via a LAN.[...]

NT Server Con n ection Assi sta nce A-3 Ap pendi x A Cen treVu Explo rer Ser ver Iden tificat ion 1 Se le ct the Iden tifica tion tab in the Ne twork Adm inis trati on window . The follo wing scr een app ears: E nte r th e foll o win g inf o rmat i on : 1. Computer Name—Thi s field provi des a place to type the host name for your compu ter . This[...]

A-4 NT S erver Connection Assistance Appe ndix A Ce ntr eV u Exp lorer Prot ocol A ssi gnmen t 1 The Ethern et or T oken Ri ng assign ments must be made to successfu lly connect to the net work. Assignme nts are made in the Pr otocols ta b of the Network Admini stration window . Foll owing is a repre sentati ve setup of an Ethe rnet e nvi r o nm en[...]

NT Server Con n ection Assi sta nce A-5 Ap pendi x A Se le ct t h e TC P/ I P Pr ot oc ol item fro m t he Proto cols tab of the Network dial og box. The foll owing window is dis playe d: Enter the appropri a te IP addre ss for the Centr eV u Expl orer se rver . Also en ter t he Subnet Mas k and Default Gat eway informatio n. 1. IP Address —Enter [...]

A-6 NT S erver Connection Assistance Appe ndix A The DNS Server inf orm ati on is configure d via the DNS t ab . Af te r s e le cti ng th e DNS tab, the followi ng s cre en a p pears: The following information is re quired: Host Name—Ent er the same info rmation ent ered in the Compute r N ame field in the Identi ficat ion tab. Domain — Ente r [...]

NT Server Con n ection Assi sta nce A-7 Ap pendi x A Se t th e a da pte r to Au to Det ec t in the Adapters ta b. If you are stil l e xperie ncing pro blems, contac t your network ad ministr a tor f or the proper softwa re setup. Caution After sett ing up the syst em software, y ou must re start your computer for the c hanges t o take ef fect. E xi[...]

A-8 NT S erver Connection Assistance Appe ndix A final_manual.book : appe ndix.fm Page 8 M o nda y, Ma y 4, 1998 1:00 PM[...]