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0% found this document useful (0 votes)

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Admin

admin guide

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swarnalatha

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Available Formats

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Avaya Call Management System

Release 14
Administration

07-601585
July 2007

2007 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 might be incorporated in future releases.
Documentation disclaimer
Avaya Inc. is not responsible for any modifications, additions, or deletions to
the original published version of this documentation unless such modifications,
additions, or deletions were performed by Avaya. Customer and/or End User
agree to indemnify and hold harmless Avaya, Avaya's agents, servants and
employees against all claims, lawsuits, demands and judgments arising out of,
or in connection with, subsequent modifications, additions or deletions to this
documentation to the extent made by the Customer or End User.
Link disclaimer
Avaya Inc. is not responsible for the contents or reliability of any linked Web
sites referenced elsewhere within this documentation, and Avaya does not
necessarily endorse the products, services, or information described or offered
within them. We cannot guarantee that these links will work all the time and we
have no control over the availability of the linked pages.
Warranty
Avaya Inc. provides a limited warranty on this product. Refer to your sales
agreement to establish the terms of the limited warranty. In addition, Avayas
standard warranty language, as well as information regarding support for this
product, while under warranty, is available through the Avaya Support Web
site:
[Link]
License
USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S
ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL
LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE
[Link] ("GENERAL LICENSE TERMS"). IF
YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST
RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN
(10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.
Avaya grants End User a license within the scope of the license types
described below. The applicable number of licenses and units of capacity for
which the license is granted will be one (1), unless a different number of
licenses or units of capacity is specified in the Documentation or other
materials available to End User. "Designated Processor" means a single
stand-alone computing device. "Server" means a Designated Processor that
hosts a software application to be accessed by multiple users. "Software"
means the computer programs in object code, originally licensed by Avaya and
ultimately utilized by End User, whether as stand-alone Products or
pre-installed on Hardware. "Hardware" means the standard hardware
Products, originally sold by Avaya and ultimately utilized by End User.
License type(s)
Designated System(s) License (DS). End User may install and use each
copy of the Software on only one Designated Processor, unless a different
number of Designated Processors is indicated in the Documentation or other
materials available to End User. Avaya may require the Designated
Processor(s) to be identified by type, serial number, feature key, location or
other specific designation, or to be provided by End User to Avaya through
electronic means established by Avaya specifically for this purpose.
Concurrent User License (CU). End User may install and use the Software on
multiple Designated Processors or one or more Servers, so long as only the
licensed number of Units are accessing and using the Software at any given
time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the
pricing of its licenses and can be, without limitation, an agent, port or user, an
e-mail or voice mail account in the name of a person or corporate function
(e.g., webmaster or helpdesk), or a directory entry in the administrative
database utilized by the Product that permits one user to interface with the
Software. Units may be linked to a specific, identified Server.
Copyright
Except where expressly stated otherwise, the Product is protected by copyright
and other laws respecting proprietary rights. Unauthorized reproduction,
transfer, and or use can be a criminal, as well as a civil, offense under the
applicable law.
Third-party components
Certain software programs or portions thereof included in the Product may
contain software distributed under third party agreements ("Third Party
Components"), which may contain terms that expand or limit rights to use
certain portions of the Product ("Third Party Terms"). Information identifying
Third Party Components and the Third Party Terms that apply to them is
available on the Avaya Support Web site:
[Link]

Preventing toll fraud

"Toll fraud" is the unauthorized use of your telecommunications system by an
unauthorized party (for example, a person who is not a corporate employee,
agent, subcontractor, or is not working on your company's behalf). Be aware
that there can be a risk of toll fraud associated with your system and that, if toll
fraud occurs, it can result in substantial additional charges for your
telecommunications services.
Avaya fraud intervention
If you suspect that you are being victimized by toll fraud and you need technical
assistance or support, call Technical Service Center Toll Fraud Intervention
Hotline at +1-800-643-2353 for the United States and Canada. For additional
support telephone numbers, see the Avaya Support Web site:
[Link]
Trademarks
Avaya and the Avaya logo are either registered trademarks or trademarks of
Avaya Inc. in the United States of America and/or other jurisdictions.
MultiVantage is a trademark of Avaya Inc.
All other trademarks are the property of their respective owners.
Downloading documents
For the most current versions of documentation, see the Avaya Support Web
site:
[Link]
Avaya support
Avaya provides a telephone number for you to use to report problems or to ask
questions about your product. The support telephone number
is 1-800-242-2121 in the United States. For additional support telephone
numbers, see the Avaya Support Web site:
[Link]

Contents
Preface

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Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Intended users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Conventions and terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Related documentation . . . . . . . . . . . . . . . . . . . . . . .
Change description . . . . . . . . . . . . . . . . . . . . . . .
Administration documents . . . . . . . . . . . . . . . . . . .
Software documents. . . . . . . . . . . . . . . . . . . . . . .
Hardware documents . . . . . . . . . . . . . . . . . . . . . .
Call Center documents . . . . . . . . . . . . . . . . . . . . .
Avaya CMS upgrade documents . . . . . . . . . . . . . . . .
Base load upgrades . . . . . . . . . . . . . . . . . . . . .
Platform upgrades and data migration . . . . . . . . . . .
Avaya Call Management System Upgrade Express (CUE)
Documentation Web sites . . . . . . . . . . . . . . . . . . . .

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Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

What is Avaya CMS? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

27
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How Avaya CMS stores ACD data . . . . . . . .

How Avaya CMS logically stores ACD data .
Real-time databases . . . . . . . . . . . .
Historical databases . . . . . . . . . . . .
Data summarizing . . . . . . . . . . . . .
CMS data storage . . . . . . . . . . . . .
How Avaya CMS physically stores ACD data
Dbspace . . . . . . . . . . . . . . . . . .
Chunks . . . . . . . . . . . . . . . . . . .

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ACD Administration . . . . . . . . . . . . . . .
How Avaya CMS tracks ACD data . . . . .
How CMS tracks a call . . . . . . . . . .
Events that start or stop data collection

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Chapter 2: Configuring Avaya CMS Supervisor . . . . . . . . . . . . . . . . . . . . . . . .

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Administration

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July 2007

Contents

Scripting tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Report Colors tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Creating a new report color scheme . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Threshold Colors tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Creating a new threshold color scheme . . . . . . . . . . . . . . . . . . . . . . . . . .

Name Format tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Defining entity formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 3: Using the Dictionary to name contact center entities . . . . . . . . . . . . . .

About the Dictionary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Dictionary rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Searching the Dictionary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

ACD Groups . . . . . . . . . . . . . . . . .
Before you begin. . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . .
Listing all ACD Groups . . . . . . . . .
Viewing the contents of an ACD Group

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55
55
56

ACDs . . . . . . . . . . . . .
Permissions . . . . . . .
Adding an ACD name . .
Modifying an ACD name.
Deleting an ACD Name .

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58
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59
60

Agent groups. . . . . . . . . . . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . . . . . . .
Adding an agent group . . . . . . . . . . . . . .
Listing agents in an agent group . . . . . . . . .
Copying an existing agent group to a new name
Adding agents to an existing agent group . . . .
Deleting agents in an existing agent group . . .
Deleting an agent group. . . . . . . . . . . . . .

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66
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69
70

Agent string values . . . . . . . . . . . . . . .

Permissions . . . . . . . . . . . . . . . . .
Changing agent string value descriptions .
Agent string value field descriptions. . . .

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72
74

Announcement names . . . . . . .
Permissions . . . . . . . . . . .
Before you begin. . . . . . . . .
Adding an announcement name

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76
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77

Administration

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July 2007

Contents

Viewing an announcement name . . . . . . .

Listing all announcement names for an ACD
Modifying an announcement name. . . . . .
Deleting an announcement name. . . . . . .

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79
80
81

AUX reason code names . . . . . . . . .

Permissions . . . . . . . . . . . . . .
Before you begin. . . . . . . . . . . .
Adding an AUX reason code name . .
Viewing an AUX reason code name .
Listing all AUX reason code names .
Modifying an AUX reason code name
Deleting an AUX reason code. . . . .

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84
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87
88

Calculations . . . . . . . . . . . . .
Permissions . . . . . . . . . . .
Before you begin. . . . . . . . .
Viewing a calculation . . . . . .
Listing all calculations . . . . .
Adding a calculation. . . . . . .
Modifying a custom calculation
Deleting a custom calculation .

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89
89
90
91
92
93
94
95

Call work codes . . . . . . . . . . . . .

Permissions . . . . . . . . . . . . .
Before you begin. . . . . . . . . . .
Adding a name to a call work code .
Viewing a call work code name . . .
Listing all call work code names . .
Modifying a call work code name . .
Deleting a call work code name. . .

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96
97
97
98
99
100
101
102

Constants. . . . . . . . .
Permissions . . . . .
Adding a constant . .
Viewing a constant .
Listing all constants .
Modifying a constant
Deleting a constant .

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103
103
104
105
106
107
108

Custom database items . . . . . . .

Permissions . . . . . . . . . . .
Before you begin. . . . . . . . .
Adding a custom database item
Viewing a custom database item

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109
109
110
111

Administration

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July 2007

Contents

Listing all custom database items . . . . . . . . . . . . . . . . . . . . . . . . . . .

Modifying a custom database item . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting a custom database item . . . . . . . . . . . . . . . . . . . . . . . . . . . .

112
113
114

Generic string values synonyms . .

Permissions . . . . . . . . . . .
Viewing generic string values .
Modifying generic string values

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115
115
115
116

Location IDs . . . . . . . .
Permissions . . . . . .
Adding a location ID . .
Viewing a location ID .
Listing all location IDs.
Modifying a location ID
Deleting a Location ID .

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117
118
119
120
121
122

Login ID names . . . . . . . . .
Permissions . . . . . . . . .
Before you begin. . . . . . .
Adding a name to a login ID.
Viewing a login ID name. . .
Listing all login ID names . .
Modifying a login ID name .
Deleting a login ID name . .

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124
124
125
126
127
128

Logout reason code names . . . . . . . . .

Permissions . . . . . . . . . . . . . . .
Before you begin. . . . . . . . . . . . .
Adding a logout reason code name . .
Viewing a logout reason code name . .
Listing all logout reason code names .
Modifying a logout reason code name .
Deleting a logout reason code name . .

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129
130
130
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131
132
134
135

Split/skill string values . . . . . . . . . . . .

Permissions . . . . . . . . . . . . . . . .
Before you begin. . . . . . . . . . . . . .
Viewing split/skill string values. . . . . .
Modifying split/skill string values . . . .
Split/skill string value field descriptions .

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137
137
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138
140

Split/Skill names . . . . . . .
Permissions . . . . . . .
Before you begin. . . . .
Adding a split/skill name

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142
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143

Administration

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July 2007

Contents

Viewing a split/skill name . . .

Listing all the split/skill names
Modifying a split/skill name . .
Deleting a split/skill name . . .

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145
146
147

Standard database items . . . . . . . . . . . . . . . . .

Permissions . . . . . . . . . . . . . . . . . . . . . .
Viewing a standard database item . . . . . . . . . .
Viewing all standard database items alphabetically

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148
149
150

Trunk group names . . . . . . . .

Permissions . . . . . . . . . .
Before you begin. . . . . . . .
Adding a trunk group name . .
Viewing a trunk group name .
Listing all trunk group names.
Modifying a trunk group name
Deleting a trunk group name .

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151
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152
153
154
155
156

Trunk string values . . . . . . . . . . . . . . .

Permissions . . . . . . . . . . . . . . . . .
Viewing and modifying trunk string values
Trunk string values field descriptions . . .

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157
157
158
159

VDN names . . . . . . . . .
Permissions . . . . . .
Before you begin. . . .
Adding a VDN name . .
Viewing a VDN name .
Listing all VDN names .
Modifying a VDN name
Deleting a VDN name .

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161
161
162
163
164
165
166

Vector names. . . . . . . . .
Permissions . . . . . . .
Before you begin. . . . .
Adding a vector name . .
Viewing a vector name .
Listing all vector names .
Modifying a vector name
Deleting a vector name .

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167
168
168
169
170
171
172

Dictionary reports . . . . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . . .
Printing Dictionary reports . . . . . . . .
Running an agent group members report

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173
174
176

Administration

July 2007

Contents

Chapter 4: Using reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Background . . . . . . . . .
Interfaces for reports . .
Types of reports . . . . .
What reports summarize

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180
180
181

Choosing a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

181

Generating a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

183

Printing a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

184

Printing a Historical report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

185

Changing the print setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

185

Restarting a report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

186

Chapter 5: Scripting CMS operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

187

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

187

Tasks scripts can automate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

187

Interactive and automatic scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

188

Creating scripts . . . . . . . . . . . . . . . . . . . .
Accessing scripts . . . . . . . . . . . . . . . . .
Accessing the script options . . . . . . . . . . .
Creating an interactive report script . . . . . . .
Creating an automatic report script . . . . . . .
Creating a script to export report data . . . . . .
Creating a script to export report data as HTML

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188
189
189
191
192
193
194

Scripting other Supervisor operations .

Actions not associated with reports
Scripting an input window . . . . .
Scripting an action. . . . . . . . . .
Organizing scripts . . . . . . . . . .

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195
196
197
199

Error and warning messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

200

Chapter 6: Administering contact center agents . . . . . . . . . . . . . . . . . . . . . . .

201

Starting or stopping an agent trace . . . . . . . . . . . . . . . . . . . . . . . . . . . .

201

Viewing current agent trace states . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

204

Listing agents traced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

206

Changing agent skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

208

Changing skills for multiple agents . . . . . . . . . . . . . . . . . . . . . . . . . . . .

215

Changing extension split assignments . . . . . . . . . . . . . . . . . . . . . . . . . .

219

Moving extensions between splits . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

222

Administration

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July 2007

Contents

Running a split members report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

224

Chapter 7: Administering the contact center configuration . . . . . . . . . . . . . . . . .

227

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

227

ACD Groups . . . . . . . . . . . . . . . . .
Before you begin. . . . . . . . . . . . .
ACD Group capabilities . . . . . . . . .
ACD Groups feature interfaces . . . . .
Permissions . . . . . . . . . . . . . . .
Adding an ACD Group. . . . . . . . . .
Listing all ACD Groups . . . . . . . . .
Adding an ACD to an ACD Group . . .
Viewing the contents of an ACD Group
Deleting an ACD from an ACD Group .
Modifying an ACD Group . . . . . . . .
Deleting an ACD Group . . . . . . . . .

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227
228
229
230
230
230
231
233
234
236
238
240

Call work codes . . . . . . . .

Before you begin. . . . . .
Permissions . . . . . . . .
Adding call work codes . .
Viewing call work codes. .
Listing all call work codes
Deleting call work codes .

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241
241
242
242
244
245
246

VDN skill preferences . . . . . . . .

Before you begin. . . . . . . . .
Permissions . . . . . . . . . . .
Changing VDN skill preferences
Viewing VDN skill preferences .
Listing all VDN skill preferences

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247
247
248
248
249
251

Split/skill call profiles . . . . . . . . . . . . .

Before you begin. . . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . . .
Adding split/skill call profiles . . . . . . .
Viewing an existing split/skill call profile
Modifying a split/skill call profile . . . . .
Deleting a split/skill call profile . . . . . .

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252
252
253
253
255
256
258

Trunk group assignments . . . . . . . . .

Before you begin. . . . . . . . . . . .
Permissions . . . . . . . . . . . . . .
Viewing all trunk group assignments

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259
260
260
260

Administration

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July 2007

Contents

Viewing a single trunk group assignment . . . . . . . . . . . . . . . . . . . . . . .

Viewing a trunk group assignment by VDN or split . . . . . . . . . . . . . . . . . .

262
263

Trunk group members report . . . . . . . .

Before you begin. . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . .
Running a trunk group members report

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264
265
265
265

VDN-to-vector assignments. . . . . . . . .
Before you begin. . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . .
Viewing all VDN-to-vector assignments
Listing VDNs associated with a vector .
Modifying VDN-to-vector assignments .

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266
267
267
267
268
269

VDN call profiles . . . . . . . . . . . . .

Before you begin. . . . . . . . . . .
Permissions . . . . . . . . . . . . .
Adding a VDN call profile . . . . . .
Viewing an existing VDN call profile
Modifying a VDN call profile . . . .
Deleting a VDN call profile . . . . .

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271
271
272
272
274
275
277

Vector configuration report . . . . . . . .

Before you begin. . . . . . . . . . . .
Permissions . . . . . . . . . . . . . .
Running vector configuration reports

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278
279
279
279

Chapter 8: Administering exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

283

About exceptions . . . .
Types of Exceptions .
Notification . . . . . .
Exception capacities

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284
284
285
286

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

286

Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

287

Exception notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Changing exception notification . . . . . . . . . . . . . . . . . . . . . . . . . . . .

288
288

Agent exceptions . . . . . . . .
Before you begin. . . . . . .
Permissions . . . . . . . . .
Adding agent exceptions . .
Modifying agent exceptions.
Deleting agent exceptions .
Agent exception definitions .

289
289
290
290
292
294
297

Administration

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July 2007

Contents

Agent exceptions report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Split/skill exceptions . . . . . . . .
Before you begin. . . . . . . . .
Permissions . . . . . . . . . . .
Adding split/skill exceptions . .
Modifying split/skill exceptions.
Deleting split/skill exceptions. .
Split/skill exception definitions .
Split/skill exceptions report . . .

299

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302
303
303
303
306
308
310
311

Trunk group exceptions . . . . . . . .

Before you begin. . . . . . . . . .
Permissions . . . . . . . . . . . .
Adding trunk group exceptions. .
Modifying trunk group exceptions
Deleting trunk group exceptions .
Trunk group exception definitions
Trunk group exceptions report . .

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314
315
315
315
317
319
321
322

VDN exceptions . . . . . . . .
Before you begin. . . . . .
Permissions . . . . . . . .
Adding VDN exceptions . .
Modifying VDN exceptions
Deleting VDN exceptions .
VDN exception definitions
VDN exceptions report . .

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324
325
326
326
328
330
332
333

Vector exceptions . . . . . . . .
Before you begin. . . . . . .
Permissions . . . . . . . . .
Adding vector exceptions . .
Modifying vector exceptions
Deleting vector exceptions .
Vector exception definitions
Vector exceptions report . .

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336
337
337
337
339
341
342
343

Data collection exceptions report . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Running a data collection exceptions report . . . . . . . . . . . . . . . . . . . . .

346
346
347

Malicious call trace report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Running a malicious call trace report . . . . . . . . . . . . . . . . . . . . . . . . .

349
349
349

Real-time exceptions log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

351

Administration

July 2007

Contents

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Running the real-time exceptions log . . . . . . . . . . . . . . . . . . . . . . . . .

352
352

Chapter 9: Administering user permissions . . . . . . . . . . . . . . . . . . . . . . . . . .

355

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

355

Example of user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

356

User data . . . . . . . . .
Adding a CMS user .
Viewing CMS users .
Modifying CMS users
Deleting CMS users .

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356
357
360
362
364

ACD access . . . . . . . .
Before you begin. . . .
Permissions . . . . . .
Adding ACD access . .
Viewing ACD access. .
Listing all ACD access
Modifying ACD access
Deleting ACD access .

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367
367
368
368
369
371
372
374

Feature access . . . . . . . . . . . . . . . . . . .
Contents . . . . . . . . . . . . . . . . . . . .
Before you begin. . . . . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . . . . .
Viewing Feature Access user permissions .
Listing all Feature Access user permissions
Modifying Feature Access user permissions

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376
376
377
377
378
379
381

Main Menu Addition Access . . . . . . . . . . . . . . . .

Contents . . . . . . . . . . . . . . . . . . . . . . . . .
Before you begin. . . . . . . . . . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . . . . . . . . . .
Viewing Main Menu Addition Access. . . . . . . . . .
Listing all Main Menu Addition Access . . . . . . . .
Assigning or modifying Main Menu Addition Access .

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382
383
383
383
383
385
386

Split/Skill access. . . . . . . . . . . . . .
Before you begin. . . . . . . . . . . .
Permissions . . . . . . . . . . . . . .
Adding split/skill user permissions .
Viewing split/skill user permissions .
Listing all split/skill user permissions
Modifying split/skill user permissions

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388
389
389
389
391
393
394

Administration

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July 2007

Contents

Deleting split/skill user permissions . . . . . . . . . . . . . . . . . . . . . . . . . .

396

Trunk group access . . . . . . . . . . . . . .

Before you begin. . . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . . .
Adding trunk group user permissions . .
Viewing trunk group user permissions .
Listing all trunk group user permissions
Modifying trunk group user permissions
Deleting trunk group user permissions .

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398
398
399
399
401
403
404
406

Vector access . . . . . . . . . . . . . .
Before you begin. . . . . . . . . . .
Permissions . . . . . . . . . . . . .
Adding vector user permissions . .
Viewing vector user permissions. .
Listing all vector user permissions.
Modifying vector user permissions
Deleting vector user permissions .

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408
408
409
409
411
413
414
416

VDN access . . . . . . . . . . . . . .
Before you begin. . . . . . . . . .
Permissions . . . . . . . . . . . .
Adding VDN user permissions . .
Viewing VDN user permissions . .
Listing all VDN user permissions .
Modifying VDN user permissions.
Deleting VDN user permissions .

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418
418
419
419
421
423
424
426

Chapter 10: Configuring CMS system settings . . . . . . . . . . . . . . . . . . . . . . . .

429

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

429

CMS state. . . . . . . . . . . .
Before you begin. . . . . .
Permissions . . . . . . . .
Changing the CMS state. .
Changing the master ACD

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429
430
430
431
432

Data collection . . . . . . . . . . . . . .
Before you begin. . . . . . . . . . .
Permissions . . . . . . . . . . . . .
Changing the data collection state .

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433
433
434
434

Data Storage Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

436
436
437

Administration

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July 2007

Contents

Viewing Data Storage Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Modifying Data Storage Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . .
Data summarizing . .
Before you begin.
Permissions . . .
Archiving data . .

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444
445
445
446

External Application Status . . . . . . . . . . . . . . . . . . . . . .

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enabling or disabling the External Application Status feature .
Viewing the states of external applications . . . . . . . . . . .
Starting or stopping external applications . . . . . . . . . . . .

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447
448
448
448
450
451

Free Space Allocation . . . . . . . . . . . . .

Before you begin. . . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . . .
Viewing Free Space Allocation . . . . . .
Viewing Free Space Allocation contents .
Modifying Free Space Allocation . . . . .
Verifying chunk allocation . . . . . . . .

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452
453
454
454
456
458
459

Migrating CMS data .

Before you begin.
Permissions . . .
Migrating R3 data

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460
460
460
461

Pseudo-ACDs . . . . . . . . .
Before you begin. . . . . .
Permissions . . . . . . . .
Creating a pseudo-ACD . .
Viewing pseudo-ACDs. . .
Deleting a pseudo-ACD . .
Loading pseudo-ACD data

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464
464
466
466
467
468
470

Storage intervals. . . . . . . . . . . . . .
Before you begin. . . . . . . . . . . .
Permissions . . . . . . . . . . . . . .
Viewing storage interval settings . . .
Changing the intrahour interval . . .
Changing switch time zone . . . . . .
Modifying data summarizing settings

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472
473
473
473
474
476
479

Switch setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

482
482
482

Administration

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437
439

July 2007

Contents

Viewing switch setup data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Listing all switch setup data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

483
484

Chapter 11: Maintaining CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

487

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

487

ACD status . . . . . . . . . . . . . . . . . . . . . . . . . .
Before you begin. . . . . . . . . . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . . . . . . . . . .
Viewing ACD status . . . . . . . . . . . . . . . . . . .
Listing ACD status. . . . . . . . . . . . . . . . . . . .
Description of the ACD Status window - with EAS . .
Description of the ACD Status window - without EAS
Requesting ACD translations . . . . . . . . . . . . . .

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488
488
488
489
492
493
494
495

Archiving status . . . . . . . . . . . . . . . . . . . . . . .
Before you begin. . . . . . . . . . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . . . . . . . . . .
Viewing the archiving status of a single ACD . . . . .
Viewing the archiving status of all ACDs . . . . . . .
Description of the Archiving Status - List All window

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495
495
496
496
498
499

Backup/restore devices . . . . . . . . .
Permissions . . . . . . . . . . . . .
Viewing a backup/restore device . .
Listing all backup/restore devices .
Adding a backup/restore device . .
Modifying a backup/restore device .
Deleting a backup/restore device. .

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500
501
501
503
504
506
507

Data Backup . . . . . . . . . . . . . . . . . . . . . . . . . . .
CMSADM backup . . . . . . . . . . . . . . . . . . . . . .
Maintenance backup. . . . . . . . . . . . . . . . . . . . .
Tape drives and cartridges . . . . . . . . . . . . . . . . .
Things to consider when backing up or restoring data . .
Factors that impact backup and restore times . . . .
Reducing tape backup and restore times . . . . . . .
Alternate methods for backing up and restoring data
Performing a CMSADM backup . . . . . . . . . . . . . . .
Performing a maintenance backup . . . . . . . . . . . . .
Description of the Backup Data window . . . . . . . . . .
The Backup Data window . . . . . . . . . . . . . . . .
Field descriptions . . . . . . . . . . . . . . . . . . . .
Data to back up descriptions . . . . . . . . . . . . . .

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508
509
509
510
510
510
511
512
512
514
517
517
517
518

Administration

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July 2007

Contents

Common backup error messages . . . . . . . . . . . . . . . . . . . . . . . . . . .

Labeling the backup volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Recovery kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Restoring data . . . .
Before you begin.
Permissions . . .
Automatic restore
Manual restore . .

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521
521
522
522
524

Recommendation to restart your CMS server . . . . . . . . . . . . . . . . . . . . . . .

526

Connection status . . . . . . . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . . . . . .
Viewing the connection status of an ACD . . .
Listing the connection status of all ACDs . . .
Description of the Connection Status window

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527
527
528
529
531

Administering a printer . . .
Before you begin. . . . .
Permissions . . . . . . .
Adding a new printer . .
Listing all printers . . . .
Modifying printer options
Deleting a printer . . . .

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532
533
533
534
535
537
538

Maintenance Error Log . . . . . . . .

Before you begin. . . . . . . . . .
Running a Maintenance Error Log
Severity of errors . . . . . . . . .
Maintenance Error Log messages

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539
540
540
542
542

ACD Administration Log . . . . . . . . . . . . . . . . .

Before you begin. . . . . . . . . . . . . . . . . . . .
Permissions . . . . . . . . . . . . . . . . . . . . . .
Running the ACD Administration Log report . . . .
ACD Administration Log window field descriptions

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566
567
567
568
570

Chapter 12: Using Solaris . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

571

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

571

Logging in to CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Logging in to CMS from the remote console . . . . . . . . . . . . . . . . . . . . .
Logging in to CMS from the server console . . . . . . . . . . . . . . . . . . . . . .

571
571
572

Administering passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Changing a user's password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

574
574
575

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519
519
520

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Contents

Administering password aging . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

576

Using Solaris printer commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

576

Chapter 13: Using timetables and shortcuts. . . . . . . . . . . . . . . . . . . . . . . . . .

579

Timetables . . . . . . . . . . . . . . . . .
Before you begin. . . . . . . . . . . .
Permissions . . . . . . . . . . . . . .
Creating and scheduling a timetable .
Adding tasks to a timetable . . . . . .
Listing all timetables . . . . . . . . .
Copying a timetable . . . . . . . . . .
Copying timetable tasks. . . . . . . .
Modifying timetable tasks . . . . . . .
Editing timetables globally . . . . . .
Globally editing tasks in a timetable .
Deleting tasks from a timetable. . . .
Deleting a timetable . . . . . . . . . .

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579
580
581
581
585
587
588
589
591
593
595
598
600

Shortcuts . . . . . . . . . . . . . . . .
Before you begin. . . . . . . . . .
Permissions . . . . . . . . . . . .
Creating a shortcut . . . . . . . .
Adding tasks to a shortcut . . . .
Running a shortcut . . . . . . . .
Modifying a shortcut description .
Copying a shortcut . . . . . . . .
Copying shortcut tasks . . . . . .
Modifying shortcut tasks . . . . .
Deleting shortcut tasks . . . . . .
Deleting a shortcut . . . . . . . .

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602
602
603
603
605
606
607
608
609
611
612
613

Glossary

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

615

Index

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

627

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July 2007

Contents

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July 2007

Preface
Avaya Call Management System (CMS) is an application for businesses and organizations that
use Avaya communication servers to process large volumes of telephone calls using the
Automatic Call Distribution (ACD) feature. Avaya CMS supports solutions for routing and agent
selection, multi-site contact centers, remote agents, reporting, interfaces to other systems,
workforce management, desktop applications, system recovery, and quality monitoring.
Avaya CMS is part of the Operational Effectiveness solution of the Avaya Customer Interaction
Suite.
This section includes the following topics:

Purpose on page 19

Intended users on page 19

Overview on page 20

Conventions and terminology on page 21

Reasons for reissue on page 22

Availability on page 22

Split/Skill supervisors with limited access to CMS

Overview
This document includes the following topics:

Chapter 1: Introduction on page 27

This chapter provides an overview of this document, password information, and
cross-references for Avaya CMS Supervisor usage

Chapter 2: Configuring Avaya CMS Supervisor on page 37

This chapter describes the Supervisor configuration options

Chapter 3: Using the Dictionary to name contact center entities on page 49

This chapter describes how to create synonyms in the Dictionary

Chapter 4: Using reports on page 179

This chapter describes the basic use of the Reports subsystem

Chapter 5: Scripting CMS operations on page 187

This chapter describes how to script common actions

Chapter 6: Administering contact center agents on page 201

This chapter describes how to change agent splits/skills, create agent templates, move
extensions between splits, and use agent trace

Chapter 7: Administering the contact center configuration on page 227

This chapter describes how to add or delete call work codes and split/skill call profiles,
change VDN skill preferences, view trunk group assignments, change VDN call profiles,
and other contact center activities

Chapter 8: Administering exceptions on page 283

This chapter describes how to define exceptions and run exception reports for agents,
split/skills, trunk groups, VDNs, and vectors

Chapter 9: Administering user permissions on page 355

This chapter describes how to create users and define, change, or modify associated CMS
permissions

Chapter 10: Configuring CMS system settings on page 429

This chapter describes how to change the state of CMS, allocate storage space, specify
storage intervals, and other system setup activities

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July 2007

Conventions and terminology

Chapter 11: Maintaining CMS on page 487

This chapter describes backups, restores, backup strategies, maintenance reports,
backup volumes, and labeling

Chapter 12: Using Solaris on page 571

This chapter describes the Sun Microsystems, Inc. Solaris operating system and how to
use it with CMS

Chapter 13: Using timetables and shortcuts on page 579

This chapter describes how to use timetables and shortcuts to streamline activities

Conventions and terminology

If you see any of the following safety labels in this document, take careful note of the information
presented.
!

CAUTION:
Caution statements call attention to situations that can result in harm to software,
loss of data, or an interruption in service.

WARNING:
Warning statements call attention to situations that can result in harm to hardware
or equipment.

DANGER:
Danger statements call attention to situations that can result in harm to personnel.

SECURITY ALERT:
Security alert statements call attention to situations that can increase the potential
for unauthorized use of a telecommunications system.

CAUTION:

WARNING:

DANGER:

SECURITY ALERT:

Note:

Note:
In some instances, your communication server and its associated software may
be referred to as "switch". Unless otherwise noted, the term, Communication
Manager, includes earlier Avaya communication servers, such as MultiVantage
and DEFINITY.

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Preface

Reasons for reissue

This is the first issue of this document.

Availability
Copies of this document are available from one or both of the following sources:
Note:
Although there is no charge to download documents through the Avaya Web site,
documents ordered from the Avaya Publications Center must be purchased.

Note:

The Avaya online support Web site, [Link]

The Avaya Publications Center, which you can contact by:

Voice:
+1-207-866-6701
+1-800-457-1764 (Toll-free, U.S. and Canada only)
Fax:
+1-207-626-7269
+1-800-457-1764 (Toll-free, U.S. and Canada only)
Mail:
GlobalWare Solutions
200 Ward Hill Avenue
Haverhill, MA 01835 USA
Attention: Avaya Account Manager
E-mail:
totalware@[Link]

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July 2007

Change description on page 23

Administration documents on page 23

Software documents on page 24

Hardware documents on page 24

Call Center documents on page 24

Avaya CMS upgrade documents on page 25

Documentation Web sites on page 26

Change description
For information about recent changes made in Avaya CMS, see:

Avaya Call Management System Release 14 Change Description, 07-601579

Administration documents
For more information about Avaya CMS administration, see:

Avaya Call Management System Release 14 Administration, 07-601585

Avaya Call Management System (CMS) Release 14 Database Items and Calculations,
07-601591

Avaya Call Management System Supervisor Release 14 Reports, 07-601590

Avaya Call Management System (CMS) Supervisor Release 14 Installation and Getting
Started, 07-601587

Avaya Call Management System High Availability User Guide, 07-300066

Avaya Call Management System High Availability Connectivity, Upgrade and

Administration, 07-600957

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Preface

Software documents
For more information about Avaya CMS software, see:

Avaya Call Management System Release 14 Software Installation, Maintenance, and

Troubleshooting Guide, 07-601578

Avaya CMS Open Database Connectivity Version 5.2, 07-601580

Avaya Call Management System Release 14 LAN Backup User Guide, 07-601589

Avaya Call Management System Release 14 External Call History Interface, 07-601586

Avaya CMS Custom Reports, 585-215-822

Avaya CMS Forecast User Guide, 585-215-825

Avaya Call Management System (CMS) Supervisor Release 14 Report Designer,

07-601588

Avaya Business Advocate Reports, 07-601618

Hardware documents
For more information about Avaya CMS hardware, see:

Avaya Call Management System Sun Netra 210 Computer Hardware Installation,
Maintenance, and Troubleshooting, 07-600963

Avaya Call Management System Sun Fire V880/V890 Computer Hardware Installation,
Maintenance, and Troubleshooting, 07-600965

Avaya Call Management System Sun Blade 100/150 Workstation Hardware Installation,
Maintenance, and Troubleshooting, 07-600964

Avaya Call Management System Terminals, Printers, and Modems, 585-215-874

Call Center documents

For more information about Avaya Call Center documents, see:

Avaya Call Management System Switch Connections, Administration, and

Troubleshooting, 07-601582

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July 2007

Avaya CMS upgrade documents

There are several upgrade paths supported with Avaya CMS. There is a document designed to
support each upgrade.
This section includes the following topics:

Base load upgrades on page 25

Platform upgrades and data migration on page 25

Avaya Call Management System Upgrade Express (CUE) on page 25

Base load upgrades

Use a base load upgrade when upgrading CMS to the latest load of the same version (for
example, r14ak.g to r14al.k). A specific set of instructions is included with the upgrade. The
Avaya Call Management System Release 14 Base Load Upgrade document is shipped to the
customer site with the CMS software CD-ROM as part of a Product Correction Notice (PCN).

Platform upgrades and data migration

Use a platform upgrade when upgrading to a new hardware platform (for example, upgrading
from a SPARCserver 5 to a Sun Netra 210). The new hardware platform is shipped from the
Avaya factory with the latest CMS load. Therefore, as part of the upgrade you will have the
latest CMS load (for example, R3V11 to R14).
For more information about platform upgrades and data migration, see:

Avaya Call Management System Release 14 Platform Upgrade and Data Migration,
07-601581

Avaya Call Management System Upgrade Express (CUE)

Use CUE when CMS is being upgraded from an earlier version (for example, R3V11) to the
latest version (for example, R14).
A specific set of upgrade instructions is included with the upgrade. The Avaya Call Management
System Release 14 CMS Upgrade Express (CUE) for Sun Computers document is included on
the CUE software CD-ROM that is shipped to the customer site with the CUE kit.
For information about customer requirements for CUE upgrades, see:

Avaya Call Management System Release 14 CMS Upgrade Express (CUE) Customer
Requirements, 700419930

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Preface

Documentation Web sites

For Avaya product documentation, go to [Link] Additional information
about new software or hardware updates will be contained in future issues of this book. New
issues of this book will be placed on the Web site when available.
Use the following Web sites to view related support documentation:

Information about Avaya products and service

[Link]

Sun hardware documentation

[Link]

Support
Contacting Avaya technical support
Avaya provides support telephone numbers for you to report problems or ask questions about
your product.
For United States support:
1- 800- 242-2121
For international support:
See the 1-800 Support Directory listings on the Avaya Web site.

Escalating a technical support issue

Avaya Global Services Escalation Management provides the means to escalate urgent service
issues. For more information, see the Escalation Management listings on the Avaya Web site.

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July 2007

Chapter 1: Introduction
This section provides introductory information on Avaya CMS Supervisor and complementary
products. Basic information regarding the interfaces and usage of Supervisor can be found in
the Avaya CMS Supervisor Installation and Getting Started document.
This section contains the following topics:

What is Avaya CMS? on page 27

How Avaya CMS stores ACD data on page 27

ACD Administration on page 33

What is Avaya CMS?

Avaya CMS is a software product for businesses and organizations that have an Avaya
Communication Manager system and receive a large volume of telephone calls that are
processed through the Automatic Call Distribution (ACD) feature. Avaya CMS collects call-traffic
data, formats management reports, and provides an administrative interface to the ACD feature
on the Communication Manager system.
A CMS administrator accesses the CMS database, generates reports, administers ACD
parameters, and monitors call activities to determine the most efficient service for the calling
customers.

Operating system
Avaya CMS resides on the Sun Microsystems, Inc. Solaris operating system and uses several
Solaris system utilities to communicate with terminals and printers, to log errors, and to execute
processes. CMS utilizes the Informix Software, Inc. INFORMIX database management system,
which provides an interface to the CMS historical database.

How Avaya CMS stores ACD data

There are two ways to describe how Avaya Call Management System (CMS) stores ACD data:

Logically - How the CMS system organizes data for processing

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Chapter 1: Introduction

Physically - How the CMS system mechanically stores the data on the disk drive

This section includes the following topics:

How Avaya CMS logically stores ACD data on page 28

How Avaya CMS physically stores ACD data on page 31

How Avaya CMS logically stores ACD data

The logical storage of the ACD data has more impact on the CMS user than does the physical
storage. The logical data storage controls how a CMS user is able to access and manipulate
ACD data. CMS stores all of the ACD data received from the communication server in the
real-time and historical databases.

Real-time databases
Real-time databases include tables for the current intrahour interval data and the previous
intrahour interval data. The storage interval can be 15, 30, or 60 minutes.

Historical databases
Historical databases include tables for the intrahour, daily, weekly, and monthly data. The
following table shows all of the historical database tables and the maximum amount of time data
can be stored in a particular table:

Note:

Historical database tables

Maximum time for data storage

Intrahour historical data

62 days

Daily historical data

5 years (1825 days)

Weekly historical data

10 years (520 weeks)

Monthly historical data

10 years (120 months)

Note:
You can use historical data to predict future call traffic and future agent and trunk
requirements. For more information see Avaya CMS Forecast User Guide.

Data summarizing
When CMS collects data from the ACD, the data is stored in the real-time database for the
current interval. At the end of the current interval, the following events occur:

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How Avaya CMS stores ACD data

The data that was in current interval database table is archived to the previous interval
database table.

The data that was in previous interval database table is archived in the historical database
as intrahour historical data.

The data remains in the historical database as intrahour historical data for a maximum of 62
days. At your designated data summarizing time, the intrahour historical data is summarized
into daily historical data.
The daily historical data is summarized on a weekly and monthly basis. At the end of your
designated week, the daily historical data is summarized into weekly historical data. On the first
day of a new month, the daily historical data is summarized into monthly historical data for the
previous month.
For more information, see CMS data storage on page 29.

CMS data storage

The following figure illustrates how CMS stores data.

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Chapter 1: Introduction

Communication Server ACD#

Data

CMS processor

Real-time database
Current interval data
Agent
(cagent)

Split
(csplit)

Trunk
(ctrunk)

Trunk
Vector
group
(cvector)
(ctkgrp)

VDN
(cvdn)

Call
work
codes
(ccwc)

Previous interval data

Agent
(pagent)

The previous
interval data is
archived at the
end of the interval
to the intrahour
historical data

Split
(psplit)

Trunk
(ptrunk)

VDN
(pvdn)

Call
work
codes
(pcwc)

Historical database
Intrahour historical data
Agent
(hagent)

Split
(hsplit)

Intrahour data is
summarized into
daily data.

Daily data is
summarized into
weekly data and
monthly data

Trunk
Vector
group
(pvector)
(ptkgrp)

The current
interval data is
archived at the
end of the interval
to the previous
interval data

VDN
(hvdn)

Call
work
codes
(hcwc)

VDN
(dvdn)

Call
work
codes
(dcwc)

Trunk
Trunk
Vector
VDN
(wtrunk) group
(wvector) (wvdn)
(wtkgrp)

Call
work
codes
(wcwc)

Trunk
(htrunk)

Trunk
Vector
group
(hvector)
(htkgrp)

Daily historical data

Agent
(dagent)

Split
(dsplit)

Trunk
(dtrunk)

Trunk
Vector
group
(dvector)
(dtkgrp)

Weekly historical data

Weekly data is
summarized at
the end of your
designated week.

Agent
Split
(wagent) (wsplit)

Monthly historical data

Monthly data is
summarized on
the first day of
the month for the
previous month.

Administration

Trunk
Agent
Trunk
Split
Vector
VDN
(magent) (msplit) (mtrunk) group
(mvector) (mvdn)
(mtkgrp)

Call
work
codes
(mcwc)

July 2007

How Avaya CMS stores ACD data

How Avaya CMS physically stores ACD data

The relational database used by CMS R3V9 and later is Informix Dynamic Server (IDS). IDS
manages the CMS data in specific dbspaces. The historical database can span multiple disks.
Each ACD dbspace contains the CMS historical database table for a single ACD.
In the following example:

The dbspace acd1 contains the historical database table for ACD 1

The dbspace acd2 contains the historical database table for ACD 2

Logical

Physical
Disk 1

Disk 2

Historical
database
tables
agent
split
trunk
tkgrp
vector
vdn
cwc

Disk 3
dbspace acd1

dbspace acd1
dbspace acd1

dbspace acd2

Dbspace
A dbspace is a logical unit that consists of one or more chunks. Dbspaces can exist across
multiple disks. A CMS system contains the following dbspaces:

rootdbs

physdbs

logdbs

dbtemp

aasdbs

cmsdbs

freedbs

acd1 through acd26

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Chapter 1: Introduction

!
Important:

Important:
Do not attempt to alter rootdbs, physdbs, logdbs, dbtemp, aasdbs, or cmsdbs.
Contact CMS services if you think you have a problem with any of these
dbspaces.

In the following example, the dbspace acd1 exists across multiple disks.

acd1

rootdbs through
freedbs
acd1

acd1

Individual
dbspaces

acd2 through acd26

Disk 1

Disk 2

Disk 3

Chunks
A chunk is a unit of physical disk space used to store database data that is managed by IDS.
Each chunk contains 256 MB of disk space. In the following example, the dbspace acd1
contains multiple chunks.

rootdbs through
freedbs

Chunk

acd1

Chunk

Chunk
acd1

Chunk

acd2 through acd26

acd1

Chunk
Chunk
Chunk
Chunk

Disk 1

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Disk 2

Disk 3

July 2007

ACD Administration

ACD Administration
CMS provides an administrative interface to the communication server. From the ACD interface,
you can view or change parameters on the communication server related to ACDs, Call
Vectoring, and Expert Agent Selection (EAS). An administrator can also run reports that
describe your contact center configuration.
For example, an administrator can:

Add or remove agents from splits or skills

Move extensions between splits

Change skill assignments

Change trunk group-to-split

Change trunk group-to-VDN

Change VDN-to-vector assignments

Start an agent trace

List the agents being traced

Create, copy, and edit call vectors

How Avaya CMS tracks ACD data

CMS uses the data in the real-time and historical databases to generate standard reports that
help you monitor your contact centers activities. Various agent, split/skill, trunk, trunk group,
vector, and VDN activities are tracked at different points in the call process.
This section includes the following topics:

How CMS tracks a call on page 33

Events that start or stop data collection on page 34

How CMS tracks a call

The following diagram shows how CMS tracks a call from the time the call seizes a trunk until
an agent ends after-call-work (ACW) activity.
The trunk table, trunk group table, vector table, VDN table, split/skill table, agent table, and call
work code (CWC) table are CMS database tables that store call data. In the following diagram,
the positions of the CMS database tables identify the points where CMS begins to collect call
data. The arrowheads identify the points where data collection ends. The data is not recorded in
the tables until the call and any ACW is complete.

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Chapter 1: Introduction

Note:
With vectoring, the Stop command stops the processing of vector commands.

Note:

Call process
Call
seizes
trunk

Call enters
VDN/vector

Call
queues to
split/skill

Vector
processing
ends

Call rings
agent

Agent
answers
call

Trunk
drops
call

Agent
ends ACW

Trunk/trunk group
table
Vector table
VDN table
Split/Skill table
Agent table
CWC table

Events that start or stop data collection

Data collection starts or stops when one of these events occur:

The Agent table starts collecting data on non-ACD calls when the agent answers or
completes dialing.

The Split/Skill table stops collecting data when:

- The ACW for an ACD call ends
- The call leaves the split queue and is forwarded to another destination (for example,
intraflow)
- The caller abandons the call

The Vector table stops collecting data for the current vector when the call is:
- Sent to an ACD agent
- Connected to a station or trunk
- Routed to a VDN or vector
- Abandoned by the caller
Note:
Time in the vector stops but the vector tracks the call disposition to determine if
the call was answered or abandoned.

Note:

The VDN table stops collecting data for the current VDN when:
- The ACW for an ACD call ends
- The call is routed to a trunk or VDN

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ACD Administration

- The call is transferred

- The caller abandons the call

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Chapter 1: Introduction

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July 2007

Chapter 2: Configuring Avaya CMS

Supervisor
This section contains information regarding configuration of Avaya CMS Supervisor through the
Options window.
The Options window allows you to adjust and control the following types of settings:

The default ACD for all operations and reports windows

Scripting defaults

Colors used in Supervisor reports

Formatting of the different types of fields displayed in Supervisor reports

This section contains the following topics:

Before you begin on page 37

General tab on page 38

Scripting tab on page 39

Report Colors tab on page 40

Creating a new report color scheme on page 41

Threshold Colors tab on page 43

Creating a new threshold color scheme on page 44

Name Format tab on page 46

Defining entity formats on page 47

Before you begin

Except for the CMS Servers tab, all other tabs of the Options window are only available after a
successful login to a CMS server. The CMS Servers tab is disabled when you are logged in to a
CMS server.

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Chapter 2: Configuring Avaya CMS Supervisor

General tab
Use the General tab to set your first calendar day, default ACD, and other interface usage
options.

This tab of the Options dialog contains the following controls:

First Day of Week - This option affects only how the calendar is displayed. For example, if
you browse for a date, the calendar starts the week based on the day that you choose. It
does not change the Start of Week day for weekly data collection which is set through the
System Setup - Storage Intervals window.

Default ACD - Select the ACD that will be used as the default ACD for operations and
reports windows. Note that an ACD Group can also be set as the default.

Synchronize PC and CMS Time at Login - Select this check box to change the internal
clock of the PC to match the current time on the CMS server. This option does not affect
the time on the CMS server.

Use Sound - Select this check box to receive an audible alert when the Exceptions
Indicator box is updated. The Exceptions Indicator box is located on the Controller
status bar. The sound that you hear is the sound that you chose for the exclamation event
in Windows. Note that Threshold Highlighting does not use sound. It uses color only as an
indicator of a threshold being met.

Use Tooltips - Select this check box to make tooltips visible for the controls in the
Supervisor interface. For example, when you are working in the Supervisor Controller
window, you can place your mouse cursor over a toolbar button and the system displays a
yellow box that provides a brief description of that button.

Use Taskbar Icon - Select this check box to have Supervisor place an icon in the system
tray.

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July 2007

Scripting tab

Window Menu Sort Order - Use this option group to determine how items that are
displayed in the menu for system tray icon are sorted:
- Start Order - Select this option to display the items in the system tray icon menu
where the last item used appears at the top of the menu.
- Alphabetical - Select this option to display the items in the system tray icon menu in
alphabetical order.

Scripting tab
Use the Scripting tab to set the user ID used to run scripts, adjust the logging level, and set the
file used for logging.

This tab of the Options dialog contains the following controls:

User ID - The login ID for a CMS user.

Set User Button - Select this button to open the Save as Script - User Information
dialog box.

Logging Level - This option group allows the following logging levels in configuring the
amount of information that is recorded during the use of scripting:
- Minimum - The only activities that will be logged are errors and messages from
Supervisor that would have been displayed to the window as if the user performed the
scripted activity manually.
- Normal - All of the above activities are logged plus the start and stop time of each task
of the script. The script name is also included.

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Chapter 2: Configuring Avaya CMS Supervisor

- Maximum - All of the above activities are logged plus additional information that may
be useful for debugging a script. Any message that displays as the script runs is
logged.

Log File Path - Enter the path and filename of the logfile in this field. You may also use the
Browse button to the right of this field to select an existing file on the PC.

Log File Size - This field determines how large the script log file can get before it is begins
replacing the oldest data. The field defaults to a value of 200KB.

View Log Button - Select this button to view the script log file.

Report Colors tab

Use the Report Colors tab to set the colors that are used in your graphical reports.

This tab of the Options dialog contains the following controls:

Scheme - This drop-down list box contains all of the existing color schemes available.

Save As - Selecting this button saves any changes made in the color bar window as a new
scheme. See Creating a new report color scheme on page 41 for instructions on creating
report color schemes.

Remove - Selecting this button deletes the currently displayed scheme.

Color window - This displays of 16 bars allows you to change the color and pattern of
each bar by performing a right-click on that bar.

Background - There are two choices for the background color of reports:
- White - Select this option to display a white background for all reports.

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Creating a new report color scheme

- Automatic - Select this option to have the background of all reports use the color
scheme configured through Windows.

Creating a new report color scheme

To create a new color scheme for reports:
1. From the menu bar of the Controller window, select Tools > Options.
Supervisor displays the Options window.
2. Select the Report Colors tab.
3. From the Scheme drop-down list, select the color scheme you want to use as a basis for
the new color scheme.
Supervisor displays the configuration of the scheme in the color bar window.

4. From the Background options, select White or Automatic.

5. Click the color bar (1 through 16) that you want to modify.

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6. If you want to modify the color, select the Change Color button and select the color
through the Color dialog that is displayed.

7. If you want to modify the pattern, select the Change Pattern button and select the pattern
from the resulting list.

8. Repeat Step 5 through Step 7 until you have updated all of the color bars that you want to
modify.

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Threshold Colors tab

9. When you are done modifying color bars, select the Save As button.
Supervisor displays the Save Scheme As window.

Note:

Note:
If you do not save the new color scheme using the Save As button, the changes
that you have made will overwrite the default color scheme that you modified.
10. Enter a name for this new color scheme in the text box.
11. Select OK to save this scheme.
To view the changes that you made to a color scheme at any point in the modification,
select the Apply button. The current color scheme is then applied to any reports that are
running.

Threshold Colors tab

Use the Threshold Colors tab to set the colors that are used in reports to notify you when
exceptions thresholds are reached.

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This tab of the Options dialog contains the following controls:

Scheme - This drop-down list box contains all of the existing color schemes available.

Save As - Selecting this button saves any changes made in the color bar window as a new
scheme. See Creating a new threshold color scheme on page 44 for instructions on
creating new color schemes.

Remove - Selecting this button deletes the currently displayed scheme.

View/set colors for report threshold indicators - This list box displays the states used
for exception thresholds. A graphical representation of the selected state is displayed in
the area to the right.

Color - Use the button to the right of this field to change the color for the selected
exception threshold state.

Pattern - Use the button to the right of this field to change the graphical pattern applied for
the selected exception threshold state.

Creating a new threshold color scheme

To create a new threshold color scheme for reports:
1. From the menu bar of the Controller window, select Tools > Options.
Supervisor displays the Options window.
2. Select the Threshold Colors tab.

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Creating a new threshold color scheme

3. From the Scheme drop-down list, select the color scheme you want to use as a basis for
the new color scheme.
Supervisor displays the view of the scheme.

4. In the View/set colors for report threshold indicators list, select the item you want to
change.
Supervisor displays the current setting for the selected item in the area to the right of the
list box. The Color: and Pattern:/Background: fields display the respective settings for
the current item.
5. If you want to change the color of the selected item, select the Change Color button at the
right of the Color: field.
Supervisor displays the standard Color window from Windows allowing you to select the
new color.

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6. If you want to change the pattern/background color for the selected item, select the button
at the right of the Pattern:/Background: field.
Depending on the item selected, Supervisor will display either the pattern list or the Color
window which allows you to select a new pattern or background color.
7. Repeat Steps 4 through 6 until you have updated all of the threshold element colors that
you want to modify.
8. When you are done modifying the threshold element colors, select the Save As button.
Supervisor displays the Save Scheme As window:

9. In the text box, enter a name for this new threshold color scheme you have just created.
10. Select the OK button to save this new color scheme.
To view the changes that you made to a color scheme at any point in the modification,
select the Apply button. The current color scheme is then applied to any reports that are
running.

Name Format tab

Use the Name Format tab to choose or create formats for how CMS entities (splits/skills,
ACDs, VDNs, vectors, trunks, trunk groups, call work codes, and AUX codes) are displayed in
Supervisor. The display can be set to any one or a combination of {name} for Dictionary Name,
{entity} for entity type, and {number} for entity number.

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Defining entity formats

Choose or create a name format using {name} for entity name (as entered in the Dictionary),
{entity} for entity type, and {number} for entity number. These formats determine how items are
displayed in reports. For example, if you select the name format of {entity}{number}, all of the
entities that can be named in the Dictionary are displayed as the entity type and number instead
of the name defined in the Dictionary. If you selected {name} as the name format, the names
that are assigned to the entities in the Dictionary are displayed.

Defining entity formats

To define the name format for an entity:
1. From the Entity field, select the item for which you want to change the format.
2. In the Format field, use one of the following methods to select a format for the specified
entity type:

Manually enter the format that you want using the three possible types: {name},
{entity}, and/or {number}. It is not necessary to use a separator character between
formats unless you want the separator to appear in the report.
For example, if you want to display agent names and extension numbers on reports,
enter {name} {number} in the Format box.

Use the drop-down list to choose from a set of preformatted options.

The Example field provides an example of what the format looks like based on your
current definition.

If you entered a nonstandard name format, it is not saved in the Format list.
3. Select OK to save your changes.

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Chapter 3: Using the Dictionary to name

contact center entities
This section provides information on procedures for using the Dictionary to administer names
associated with contact center entities.
This section includes the following topics:

About the Dictionary on page 50

Before you begin on page 50

Dictionary rules on page 51

Searching the Dictionary on page 52

ACD Groups on page 54

ACDs on page 57

Agent groups on page 61

Agent string values on page 71

Announcement names on page 75

AUX reason code names on page 82

Calculations on page 89

Call work codes on page 96

Constants on page 103

Custom database items on page 109

Generic string values synonyms on page 115

Location IDs on page 117

Login ID names on page 123

Logout reason code names on page 129

Split/skill string values on page 136

Split/Skill names on page 141

Standard database items on page 148

Trunk group names on page 151

Trunk string values on page 157

VDN names on page 160

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Vector names on page 167

Dictionary reports on page 173

About the Dictionary

The Dictionary subsystem is used to assign synonyms or names to contact center entities. The
following list gives a short sample of the items used in the Dictionary:

Splits/skills

Call work codes

ACDs

AUX reason codes

Logout reason codes

Trunk groups

VDNs

Vectors

The Dictionary also allows users to work with items in the database such as:

Viewing standard database items

Viewing standard calculations

Creating and administering custom calculations

Creating and administering constants

Creating and administering custom database items

The names assigned through the Dictionary appear on reports to help users understand them
better. The Dictionary also makes it possible for users to create agent groups, change agent
splits/skills, and change trunk string values for reporting purposes. The Dictionary also provides
a global search function to find any item within it.

Before you begin

If an ACD Group is selected as the current ACD in the Dictionary window, only those
operations that are valid for the ACD Group will appear in the Operations: list.

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Dictionary rules

Dictionary rules
The following rules apply to the names assigned in the Dictionary:

Dictionary names can have from 1 to 20 characters.

Names (synonyms) must begin with an alphabetic character.

Dictionary names can include the following characters:

- Any alphanumeric character
- Underscore (_)
- Blank ( )
- Comma (,)
- Period (.)
- Apostrophe (')
- Plus sign (+)

Blanks ( ) are allowed in all Dictionary names except:

- Calculation names
- Constant names

Names must be unique within each section of the Dictionary for an ACD.
For example, you can name trunk group 1 as sales, and split/skill 1 as sales, but you
cannot name split/skill 1 as sales and split/skill 2 as sales on the same ACD.

Fields and entries made in the Dictionary are case-sensitive.

The following rules apply to the descriptions assigned in the Dictionary:

Descriptions in the Dictionary can have from 1 to 50 characters.

Descriptions can include all printable characters except:

- Semicolon (;)
- Backward slash (\)
- Grave accent (`)
- Tilde (~)
- Double quotes (")
- Pipe symbol (|)
- Asterisk (*)
- Question mark (?)

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Chapter 3: Using the Dictionary to name contact center entities

Searching the Dictionary

The Dictionary contains a global search feature that can be used to find a wide variety of
information. Some examples of the types of information you can search for in the dictionary are:

A login ID or a group of login IDs

A split, skill, or trunk group

ACD names

Database items

Calculations

Agent names

Permissions
To do a global search in the dictionary, you need write permissions for the Dictionary
subsystem.

Steps
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

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Searching the Dictionary

2. In the Operations: list, highlight Global Search.

Supervisor displays the Dictionary Global Search Input window.

Note:

Note:
Remember the following before entering search criteria:
- You can search on any pattern
- You can include an asterisk (*) or question mark (?) in your pattern
- The search is case sensitive
3. In the Search for: field, enter the item name or pattern.
4. From the Actions menu, select Run.
Supervisor displays the Dictionary Global Search Results window.

Field

Contents

Value matched

Displays the matches for your pattern.

Field matched

Displays the name of the field in the Dictionary that

corresponds to value matched.

In submenu

The Dictionary submenu where your search pattern was

found.

Name

The name that corresponds to the value matched.

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Chapter 3: Using the Dictionary to name contact center entities

ACD Groups
This section provides information for viewing ACD Groups in the Dictionary. ACD Groups and
the corresponding members can only be viewed through the Dictionary Operations window.
Administration of ACD Groups is done through the Call Center Administration subsystem.
The capability of viewing ACD Groups through the Dictionary subsystem allows those
individuals who only run reports in the contact center to view which ACDs are defined within
each ACD Group. This capability can assist these individuals in determining which ACD Groups
should be used when running reports.
Note:
ACD Groups cannot be selected to display information through standard CMS
reports. To run reports for ACD Groups, you will need to create custom reports
through the CMS ASCII interface or have them created for you by contacting the
Avaya Professional Services Organization.

Note:

This section contains the following topics:

Before you begin on page 54

Permissions on page 55

Listing all ACD Groups on page 55

Viewing the contents of an ACD Group on page 56

Related topic
For more information on ACD Groups and their usage, see ACD Groups on page 227.

Before you begin

The following should be read and understood before working with ACD Groups in the
Dictionary:

If you add an ACD Group, you will need to log out of Supervisor and log back in to see this
group as a choice in the appropriate dialogs.

An ACD Group cannot serve as the CMS master ACD.

Overlapping ACD Groups (groups having common member ACDs), could result in
synonym conflict within the members of an ACD Group if poorly administered. Because of
this capability, entity IDs in overlapping ACD Groups must be mutually exclusive.

Entity synonyms must be unique for an ACD Group and across all of the ACDs that are
members of the ACD Group.

User permissions are administered separately for an ACD Group and its member ACDs.

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ACD Groups

CMS real-time custom reports are only displayed if data collection is enabled and the ACD
link status is 'up' for at least one member ACD in the specified ACD Group. An error
message will be displayed if these conditions are not met.

Custom reports that are created with the Single ACD Only option enabled cannot be run
for an ACD Group and vice versa.

Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To view ACD Group names, you need read permissions for the Dictionary subsystem and
the ACD Group.

Listing all ACD Groups

To view all ACD Groups defined on the CMS server:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight ACD Groups.

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Chapter 3: Using the Dictionary to name contact center entities

3. Select OK.
Supervisor displays the Dictionary ACD Groups window.

4. From the menu bar, select Actions > List all.

Supervisor displays the Dictionary ACD Groups List all window listing all ACD Groups
defined on this CMS server.

Viewing the contents of an ACD Group

To view the ACDs assigned to an ACD Group:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight ACD Groups.

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ACDs

3. Select OK.
Supervisor displays the Dictionary ACD Groups window.

4. In the ACD Group Name: field, enter the name of the ACD Group that you want to view.
5. From the menu bar, select Actions > Find one.
Supervisor retrieves the information for the specified ACD Group, if valid.
6. From the menu bar, select Actions > Get contents.
Supervisor displays the Dictionary ACD Groups Get contents window which lists all
ACDs assigned to this ACD Group.

ACDs
This section provides information on administering ACD names in the Dictionary. The
Dictionary Operations window is used to assign names to real and pseudo ACDs. Generated
reports will contain the ACDs names, rather than the assigned ACD numbers.
You can add, delete, or change an ACD name regardless of the ACD that you are currently
logged in to. For example, you can be logged in to ACD 1 and change the name for ACD 3. This
change does not appear on the changed window border of the ACD until you open a new
window.

!
Important:

Important:
The Dictionary naming rules apply to these procedures. See Dictionary rules on
page 51 for more information.

This section contains the following topics:

Permissions on page 58

Adding an ACD name on page 58

Modifying an ACD name on page 59

Deleting an ACD Name on page 60

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Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To add, delete, or modify the name of an ACD, you need write permissions for the
Dictionary subsystem and for the ACD.

To view ACD names, you need read permissions for the Dictionary subsystem and for the
ACD.

Adding an ACD name

To add a name for an ACD to the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight ACDs.

3. Select OK.
Supervisor displays the Dictionary ACDs window.

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ACDs

4. In the ACD Name: field, enter the name of the ACD or ACD Group that you want to add,
delete, or change.
The name you assign to an ACD, pseudo ACD, or ACD Group in the Dictionary is
displayed on all reports and window titles that are associated with that ACD.
5. In the ACD Number: field, enter a number between 1 and 38 to correspond with the new
ACD name where 1 through 8 is reserved for real ACDs, 9 through 26 is reserved for
pseudo-ACDs, and 27 through 38 is reserved for ACD Groups.
Any additional information about the ACD can be entered in the Description: field. Only
50 or fewer characters can be entered in this field.
6. To add your changes to the Dictionary, select Actions > Add.

Modifying an ACD name

To modify the name of an ACD in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight ACDs.

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Chapter 3: Using the Dictionary to name contact center entities

3. Select OK.
Supervisor displays the Dictionary ACDs window.

4. In the ACD Number: field, enter the number of the ACD, pseudo-ACD, or ACD Group that
you want to modify.
5. From the Actions menu, select Find One.
6. In the ACD Name: field, enter the new name for the selected ACD.
7. To add your changes to the Dictionary, select Actions > Modify.

Deleting an ACD Name

!
Important:

Important:
Deleting an ACD name from the Dictionary only removes the name of the ACD.
The ACD is then displayed as unnamed_acd n where n is the number of the
ACD. No warnings are given during the process of deleting an ACD name. This
procedure should not be performed unless you are certain that you want to delete
the ACD name.

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Agent groups

To delete the name of an ACD in the Dictionary:

1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight ACDs.

3. Select OK.
Supervisor displays the Dictionary window.

4. In the ACD Number: field, enter the number of the ACD, psuedo-ACD, or ACD Group for
which you want to delete the name.
5. From the Actions menu, select Find One.
The name of the ACD is displayed in the ACD Name: field.
6. Select Actions > Delete to remove the ACD from the Dictionary.

Agent groups
This section provides procedures for creating and naming, copying, and deleting agent groups
in the Dictionary using the Agent Groups window.

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Agents can be grouped for reporting purposes, without regard to the split/skill assignment for
the agent. For example, you can create a group for new employees or a group for employees
with special skills.
This section contains the following topics:

Permissions on page 62

Adding an agent group on page 63

Listing agents in an agent group on page 64

Copying an existing agent group to a new name on page 66

Adding agents to an existing agent group on page 67

Deleting agents in an existing agent group on page 69

Deleting an agent group on page 70

Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To add, delete, or modify agent groups, you need write permissions for the Dictionary
subsystem.

To view agent groups, you need read permissions for the Dictionary subsystem.

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Agent groups

Adding an agent group

To add an agent group to the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Agent Groups.

3. In the ACD: field, enter the ACD or ACD Group on which you want to create the agent
group.
4. Select OK.
Supervisor displays the Dictionary Agent Groups window.

5. In the Agent group name: field, enter the name of the new agent group.
6. To add the agent group to the Dictionary, select Actions > Add.

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Chapter 3: Using the Dictionary to name contact center entities

7. To add the Login IDs for this agent group, select Actions > Get Contents.
Supervisor displays the Agent Groups-Get Contents window.

8. Enter the Login IDs for the new group.

9. To add the Login IDs to the Dictionary for this agent group, select the Actions > Add.

Listing agents in an agent group

To list the agents defined in an agent group in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Agent Groups.

3. In the ACD: field, enter the ACD or ACD Group on which the agent group exists.

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Agent groups

4. Select OK.
Supervisor displays the Dictionary Agent Groups window.

5. In the Agent group name: field, enter the name of the agent group.
6. From the Actions menu, select Get contents.
Supervisor displays the Agent Groups-Get Contents window.

7. From the Actions menu, select List All.

Supervisor displays the Dictionary Agent Groups-Get Contents-List All window listing
the agents in the group.

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Chapter 3: Using the Dictionary to name contact center entities

Copying an existing agent group to a new name

To copy an existing agent group in the Dictionary to a new name:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Agent Groups.

3. In the ACD: field, enter the ACD or ACD Group on which the agent group exists.
4. Select OK.
Supervisor displays the Dictionary Agent Groups window.

5. In the Agent group name: field, enter the name of the new agent group.

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Agent groups

6. From the Actions menu, select Copy Group.

Supervisor displays the Dictionary-Agent Groups-Copy window.

7. In the Copy from: field, enter the name of the agent group that you want to copy.
8. From the Actions menu, select Copy Group.
The new agent group is automatically populated with all the agents from the copied group.

Adding agents to an existing agent group

To add agents to a group that already exists in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Agent Groups.

3. In the ACD: field, enter the ACD or ACD Group on which the agent group exists.

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Chapter 3: Using the Dictionary to name contact center entities

4. Select OK.
Supervisor displays the Dictionary Agent Groups window.

5. In the Agent group name: field, enter the name of the agent group to which you will add
agents.
6. From the Actions menu, select Get Contents.
Supervisor displays the Dictionary-Agent Groups-Get Contents window.

7. Enter the Login IDs that you want to add to this group.
8. From the Actions menu, select Add.

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Agent groups

Deleting agents in an existing agent group

To delete agents from an existing group in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Agent Groups.

3. In the ACD: field, enter the ACD or ACD Group on which the agent group exists.
4. Select OK.
Supervisor displays the Dictionary Agent Groups window.

5. In the Agent group name: field, enter the name of the agent group from which agents will
be deleted.

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Chapter 3: Using the Dictionary to name contact center entities

6. From the Actions menu, select Get contents.

Supervisor displays the Agent Groups-Get Contents window.

7. Enter the Login IDs to delete from this group.

8. From the Actions menu, select Delete.

Deleting an agent group

To delete an agent group from the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Agent Groups.

3. In the ACD: field, enter the ACD or ACD Group on which the agent group exists.

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Agent string values

4. Select OK.
Supervisor displays the Dictionary Agent Groups window.

5. In the Agent group name: field, enter the name of the agent group to delete.
6. From the Actions menu, select Delete.
The selected agent group name is removed from the Dictionary.

Agent string values

Agent string values are the descriptive words in reports that correspond with agent states.
These words, such as ACD, ACW, or AUX, describe the value of the data. Strings are changed
to the values you administer when they are displayed as data in a report. The report heading is
not affected.
This section contains the following topics:

Permissions on page 71

Changing agent string value descriptions on page 72

Agent string value field descriptions on page 74

Permissions
Depending on the procedure that you want to perform, you will need the following permissions:

To modify agent string values, you need write permissions for the Dictionary subsystem.

To view agent string values, you need read permissions for the Dictionary subsystem.

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Chapter 3: Using the Dictionary to name contact center entities

Changing agent string value descriptions

To change agents string value descriptions in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Agent String Values.

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Agent string values

3. In the ACD: field, select the ACD or ACD Group that you want to modify.
Supervisor displays the Dictionary Agent String Values window.

4. Enter a new descriptive word in the field that you want to change. See Agent string value
field descriptions on page 74 for field descriptions.

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Agent string value field descriptions

The following table describes the fields for the agent string values:

Field

Description

Work Mode

To change any of the work-mode default names, enter the new

descriptive word in the appropriate work mode field. Agents can be in
any one of the following work modes:
ACD - The agent is on an ACD call.
ACW - The agent is in the after-call work mode.
AUX - The agent is in the auxiliary work mode.
AVAIL - The agent is available to take an ACD call.
DACD - The agent is on a direct agent ACD call.
DACW - The agent is in the after-call work mode for a direct agent
ACD call.
OTHER - The agent has just logged in and CMS has not yet been
notified of the agent's state, or the agent is dialing to place an
extension call while in auto-in/manual-in (AI/MI), or the agent is in
AI/MI and has an extension call ringing, or the agent has put a call
on hold and has taken no further call-related action.
RINGING - An ACD call is ringing at the agent's voice terminal and
the agent is not doing anything else.
UNKNOWN - CMS does not recognize the current state.
UNSTAFF - The agent is not logged in (is not staffed).

Agent Trace
Work Mode

To change the agent trace, work-mode default names, enter the new
descriptive word next to LOGON or LOGOFF.
LOGON - An agent is logged in.
LOGOFF - An agent is logged out and is not available to take ACD
calls.

Call Handling
Preference

To change the call-handling preference default names, enter the new

descriptive word next to LEVEL, NEED, or PERCENT.
LEVEL - The agent's call-handling preference is by skill level.
NEED - The agent's call-handling preference is by greatest need.
PERCENT - The agent's call-handling preference is based on an
assigned percentage of time allocated to each skill.

Reserve Level

To change the reserve-level default names, enter the new descriptive

word next to Rsv1 or Rsv2.
Rsv1 - The agent begins answering calls when the skill's 1st
threshold is crossed.
Rsv2 - The agent begins answering calls when the skill's second
threshold is crossed.

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Announcement names

Field

Description

Call Direction

To change the call-direction default names, enter the new descriptive

word next to IN or OUT.
IN - The agent is on an incoming call.
OUT - The agent is on an outbound call.

Call Origination

To change the call-origination default names, enter the new

descriptive word next to PHONE or KEYBOARD. Agents can be on
either type of the following outbound calls:
PHONE - The agent dialed an outbound call using the voice
terminal dial pad.
KEYBOARD - The agent dialed an outbound call using the
computer keyboard.

Call Destination

To change the call-destination default names, enter the new

descriptive word next to PBX or OFF.
PBX - Internal to the switch.
OFF - External to the switch.

Agent Role

To change the agent role default names, enter the new descriptive
word next to TOP, ALLOCATED, BACKUP, ROVING, or RESERVE.
TOP - The agent can be counted on to answer the skill's calls
(unless an agent's other skills go into overload).
ALLOCATED - The agent has a percentage of his/her time
allocated to answering the skill's calls.
BACKUP - The agent helps to answer the skill's calls when his/her
top skill is not busy.
ROVING - The agent answers a skill's calls when this skill has the
greatest need.
RESERVE - The agent helps answer the skill's calls when the skill
is over threshold. These roles vary according to call-handling
preference.

Announcement names
This section provides information on working with announcement names in the Dictionary.
Announcements are recorded messages that are played for callers. Announcement names are
synonyms assigned to these recorded messages in the Dictionary.
This section contains the following topics:

Permissions on page 76

Before you begin on page 76

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Adding an announcement name on page 77

Viewing an announcement name on page 78

Listing all announcement names for an ACD on page 79

Modifying an announcement name on page 80

Deleting an announcement name on page 81

Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To view announcement names, you need read permissions for the Dictionary subsystem.

To add, delete, or modify announcement names, you need write permissions for the
Dictionary subsystem.

Before you begin

The following items should be read and understood before working with announcement names
in the Dictionary:

Announcement names must be unique.

Multiple values are not allowed for announcement names or numbers.

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Announcement names

Adding an announcement name

To add a name for an announcement to the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Announcements.

3. In the ACD: field, enter the ACD on which the announcement resides.
4. Select OK.
Supervisor displays the Dictionary Announcements window.

5. In the Announcement Name: field, enter the name that you want to assign to the
announcement.
6.

In the Announcement Number: field, enter a number that will correspond with the
announcement name.
Any additional information about the announcement can be entered in the Description:
field. Only 50 or fewer characters can be entered in this field.

7. From the Action menu, select Add.

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Viewing an announcement name

To view an announcement name in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Announcements.

3. In the ACD: field, enter the ACD on which the announcement resides.
4. Select OK.
Supervisor displays the Dictionary Announcements window.

5. To find an announcement name to view, only one of the fields requires an announcement
to be specified. Perform one of the following actions to specify an existing announcement
in the Dictionary:

In the Announcement Name: field, enter the synonym name of the announcement.
In the Announcement Number: field, enter the number of the announcement.

6. From the Action menu, select Find One.

Supervisor retrieves and displays the data for the specified announcement, if valid.

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Announcement names

Listing all announcement names for an ACD

To list all announcement names that are defined in the Dictionary for an ACD:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Announcements.

3. In the ACD: field, enter the ACD on which the announcement resides.
4. Select OK.
Supervisor displays the Dictionary Announcements window.

5. From the Action menu, select List All.

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Modifying an announcement name

To modify an announcement name in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Announcements.

3. In the ACD: field, enter the ACD on which the announcement resides.
4. Select OK.
Supervisor displays the Dictionary Announcements window.

5. To find an announcement name to modify, only one of the fields requires an

announcement to be specified so that it can be found. Perform one of the following actions
to specify an existing announcement in the Dictionary:

In the Announcement Name: field, enter the name of the announcement.

In the Announcement Number: field, enter the number of the announcement.

6. From the Action menu, select Find One.

Supervisor retrieves and displays the data for the specified announcement, if valid.

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7. In the Announcement Name: field, enter the new announcement name.

8. From the Action menu, select Modify.

Deleting an announcement name

To delete an announcement name in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Announcements.

3. In the ACD: field, enter the ACD on which the announcement resides.
4. Select OK.
Supervisor displays the Dictionary Announcements window.

5. To find an announcement name to delete, only one of the fields requires an announcement
to be specified so that it can be found in the Dictionary. Perform one of the following
actions to specify an existing announcement in the Dictionary:

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In the Announcement Number: field, enter the number of the announcement.

6. From the Action menu, select Find One.

Supervisor retrieves and displays the data for the specified announcement, if valid.
7. From the Action menu, select Delete.

AUX reason code names

This section provides information on working with AUX reason code names in the Dictionary.
AUX reason codes enable a contact center to track an agent's time more precisely when the
agent is in the AUX work mode. The agent can specify exactly why the AUX state is used, such
as for lunch or meetings. You can view, add, delete, or change AUX reason code names by
selecting AUX Reason Codes from the Dictionary menu.
Complete the AUX Reason Codes window if you want names associated with your AUX
reason codes to appear in the AUX Reasons Code standard real-time and historical reports.
This section contains the following topics:

Permissions on page 82

Before you begin on page 83

Adding an AUX reason code name on page 83

Viewing an AUX reason code name on page 84

Listing all AUX reason code names on page 85

Modifying an AUX reason code name on page 87

Deleting an AUX reason code on page 88

Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To view AUX reason codes, you need read permissions for the Dictionary subsystem.

To add, delete, or modify AUX reason codes, you need write permissions for the Dictionary
subsystem.

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Before you begin

The following items should be read and understood before working with AUX reason code
names in the Dictionary:

To use AUX reason codes, your switch must have EAS.

AUX reason codes are single digits, 0 through 9.

AUX reason code names can be up to 20 characters long.

AUX reason code 0 is used for cases in which the switch automatically puts an agent into
AUX work mode. You can change this name.

Names must be unique within an ACD. No two AUX reason codes in the same ACD can
have the same name.

If you make changes to the AUX reason code names you must restart any report that uses
AUX reason codes to see the changes.

Adding an AUX reason code name

To add a name in the Dictionary for an AUX reason code:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight AUX Reason Codes.

3. In the ACD: field, enter the ACD or ACD Group on which the AUX Reason Codes reside.

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4. Select OK.
Supervisor displays the Dictionary AUX Reason Codes window.

5. In the AUX Reason Code name: field, enter the name for the AUX reason code.
6. In the AUX Reason Code: field, enter the one-digit AUX reason code number, between 0
and 9.
Any additional information about the AUX reason code can be entered in the Description:
field. Only 50 or fewer characters can be entered in this field.
7. From the Action menu, select Add.

Viewing an AUX reason code name

To view the name of an AUX reason code in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight AUX Reason Codes.

3. In the ACD: field, enter the ACD or ACD Group on which the AUX Reason Codes reside.

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4. Select OK.
Supervisor displays the Dictionary AUX Reason Codes window.

5. To find an AUX reason code name to view, only one of the fields requires an AUX reason
code to be specified. Perform one of the following actions to specify an existing AUX
reason code in the Dictionary:

In the AUX Reason Code name: field, enter the name for the AUX reason code.

In the AUX Reason Code: field, enter the one-digit AUX reason code number,
between 0 and 9.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified AUX reason code, if
valid.

Listing all AUX reason code names

To list all AUX reason code names in the Dictionary for an ACD:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight AUX Reason Codes.

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3. In the ACD: field, enter the ACD or ACD Group on which the AUX Reason Codes reside.
4. Select OK.
Supervisor displays the Dictionary AUX Reason Codes window.

5. From the Actions menu, select List All.

Supervisor displays the Dictionary AUX Reason Codes - List All window.

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AUX reason code names

Modifying an AUX reason code name

To modify an AUX reason code name in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight AUX Reason Codes.

3. In the ACD: field, enter the ACD or ACD Group on which the AUX reason codes reside.
4. Select OK.
Supervisor displays the Dictionary AUX Reason Codes window.

5. To find an AUX reason code name to modify, only one of the fields requires an AUX reason
code name to be specified. Perform one of the following actions to specify an existing AUX
reason code name in the Dictionary:

In the AUX Reason Code name: field, enter the name for the AUX reason code.

In the AUX Reason Code: field, enter the one-digit AUX reason code number,
between 0 and 9.

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6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified AUX reason code, if
valid.
7. In the AUX Reason Code name: field, enter the new name for the AUX reason code.
8. From the Actions menu, select Modify.
Supervisor updates the name for the AUX reason code in the database.

Deleting an AUX reason code

To delete an AUX reason code name from the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight AUX Reason Codes.

3. In the ACD: field, enter the ACD or ACD Group on which the AUX reason codes reside.
4. Select OK.
Supervisor displays the Dictionary AUX Reason Codes window.

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5. To find an AUX reason code name to delete, only one of the fields requires an AUX reason
code to be specified. Perform one of the following actions to specify an existing AUX
reason code in the Dictionary:

In the AUX Reason Code name: field, enter the name for the AUX reason code.

In the AUX Reason Code: field, enter the one-digit AUX reason code number,
between 0 and 9.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified AUX reason code, if
valid.
7. From the Actions menu, select Delete.
Supervisor removes the specified AUX reason code from the Dictionary.

Calculations
Calculation names are abbreviated names for the calculations in the database that are used to
create reports. You can view standard calculations or create your own custom calculations to
use in custom reports. The names for calculations used in standard reports already exist in the
Dictionary.
This section contains the following topics:

Permissions on page 89

Before you begin on page 90

Viewing a calculation on page 91

Listing all calculations on page 92

Adding a calculation on page 93

Modifying a custom calculation on page 94

Deleting a custom calculation on page 95

Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To view calculations, you need read permissions for the Dictionary subsystem.

To create, delete or modify a custom calculation, you need write permissions for the
Dictionary subsystem.

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Before you begin

The following items should be read and understood before changing calculations in the
Dictionary:

Calculations must be one word with no blanks.

Reports will not run if you embed calculations more than three levels deep.

Standard calculations cannot be deleted.

The standard CMS calculations are listed in the following documents:
- Avaya CMS Database Items and Calculations
- Avaya CMS Supervisor Report Designer User Guide
- Avaya CMS Supervisor Reports
- Avaya CMS Custom Reports

It is recommended that you identify your own calculations in all lowercase letters to
distinguish them from the standard CMS calculations, which are in all uppercase letters.

If you delete a custom calculation from the Dictionary, any reports that it appeared in will
not run.

You can adversely affect standard reports if you change a standard CMS calculation.
Reports will probably run, but the results may be different from those expected.

Reports will not run if you create calculations that reference each other in a circular
fashion. For example, assume that CALC_1 uses CALC_2 in its processing. If CALC_2
then uses CALC_1 in its processing, this creates a circular pattern where processing
cannot be completed.

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Viewing a calculation
To view a calculation in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Calculations.

3. Select OK.
Supervisor displays the Dictionary Calculations window.

4. To find a calculation to view, only one of the fields requires a calculation to be specified.
Perform one of the following actions to specify an existing database calculation in the
Dictionary:

If you know the name of the calculation, enter it in the Calculation name: field.

If you do not know the name of the calculation, perform the following steps to view all
the calculations alphabetically:
1. Leave all the fields in the Dictionary Calculations window blank, and from the
Actions menu, select Find One.

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2. Use the Next or Previous buttons to move through the list of existing calculations.

Listing all calculations

To list all calculations in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Calculations.

3. Select OK.
Supervisor displays the Dictionary Calculations window.

4. From the Actions menu, select List All.

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Adding a calculation
To add a calculation in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Calculations.

3. Select OK.
Supervisor displays the Dictionary Calculations window.

4. Enter the name of the calculation in the Calculation name: field.

!
Important:

Important:
Use lowercase letters in the name to distinguish this custom calculations from a
standard CMS calculation.

5. In the Calculation: field, enter the formula for the calculation.

Formulas can include:

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Constants

Calculations (the maximum nesting level is 3)

The following arithmetic operators:

- + (add)
-

- (subtract)

- * (multiply)
- / (divide)
- ( ) (do first, as in standard mathematical operations)
Any additional information about the calculation can be entered in the Description: field.
Only 50 or fewer characters can be entered in this field.
6. From the Actions menu, select Add.
The custom calculation is added to the Dictionary.

Modifying a custom calculation

!
Important:

Important:
Modifying a standard CMS calculation is not recommended. If you modify a
standard CMS calculation, the meaning of that calculation is changed in every
report in which it appears.

To modify a custom calculation:

1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Calculations.

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3. Select OK.
Supervisor displays the Dictionary Calculations window.

4. Enter the name of the custom calculation in the Calculation name: field.
5. From the Actions menu, select Find One.
6. In the Calculation: field, enter the new formula.
Any changes to the descriptive information, can be entered in the Description: field.
7. From the Actions menu, select Modify.

Deleting a custom calculation

To delete a custom calculation:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Calculations.

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3. Select OK.
Supervisor displays the Dictionary Calculations window.

4. Enter the name of the custom calculation in the Calculation name: field.
5. From the Actions menu, select Find One.
Supervisor retrieves and displays the information for the specified calculation, if valid.
6. From the Actions menu, select Delete.
The specified calculation is removed from the Dictionary.

Call work codes

Call work codes are numeric sequences that are entered by agents to categorize the type of call
that they have just received or are currently handling. By entering call work codes, agents can
assign one of many defined categories to the calls which can be later viewed in detail through
reports. The call work codes are defined in the Dictionary and can be used to represent any
type of call in which there is an interest in tracking, such as complaints, special sales,
promotional events, and so forth. Up to five call work codes can be assigned to each call. You
can view, add, delete, or modify call work codes and their names from the Call Work Codes
window. These names then appear in the standard Call Work Code historical report.
This section contains the following topics:

Permissions on page 97

Before you begin on page 97

Adding a name to a call work code on page 98

Viewing a call work code name on page 99

Listing all call work code names on page 100

Modifying a call work code name on page 101

Deleting a call work code name on page 102

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Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To view call work code names, you need read permissions for the Dictionary subsystem.

To add, delete or modify call work code names, you need write permissions for the
Dictionary subsystem.

Before you begin

The following items should be read and understood before changing call work codes in the
Dictionary:

Call work codes must be activated on the ACD before the administration and naming of
them can be performed.

Call work codes require storage space on the CMS file system. The number of call work
codes available on a system must be configured through the Data Storage Allocation
window. See Chapter 10: Configuring CMS system settings on page 429 for more
information.

Call Work Code 0 is reserved for unadministered work codes so that summary data can
be collected. The default name for Call Work Code 0 is Unadministered codes, but this
name can be modified.

Even though call work codes can be up to 16 digits in length, a Dictionary name can only
be assigned to a call work code that is 9 digits in length.

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Adding a name to a call work code

To add a name to a call work code:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Call Work Codes.

3. In the ACD: field, enter the ACD on which the call work code resides.
4. Select OK.
Supervisor displays the Dictionary Call Work Codes window.

5. In the Call work code name: field, enter the name of the of the new call work code.
6. In the Call work code: field, enter the number of the of the new call work code.
7. From the Actions menu, select Add.
The specified call work code and its associated name is added to the Dictionary.

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Viewing a call work code name

To view the name assigned to a call work code in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Call Work Codes.

3. In the ACD: field, enter the ACD on which the call work code resides.
4. Select OK.
Supervisor displays the Dictionary Call Work Codes window.

5. To find a call work code name to view, only one of the fields requires a call work code to be
specified. Perform one of the following actions to specify an existing call work code in the
Dictionary:

In the Call work code name: field, enter the name of the call work code.

In the Call work code: field, enter the number of the of the call work code.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified call work code, if valid.

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Listing all call work code names

To list all call work code names in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Call Work Codes.

3. In the ACD: field, enter the ACD on which the call work codes reside.
4. Select OK.
Supervisor displays the Dictionary Call Work Codes window.

5. From the Actions menu, select List All.

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Modifying a call work code name

To modify a call work code name in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Call Work Codes.

3. In the ACD: field, enter the ACD on which the call work code resides.
4. Select OK.
Supervisor displays the Dictionary Call Work Codes window.

5. To find a call work code name to modify, only one of the fields requires a call work code to
be specified. Perform one of the following actions to specify an existing call work code in
the Dictionary:

In the Call work code name: field, enter the name of the of the call work code.

In the Call work code: field, enter the number of the of the call work code.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified call work code, if valid.
7. In the Call work code name: field, enter the new name for the of the call work code.

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8. From the Actions menu, select Modify.

The specified call work code entry is modified in the Dictionary.

Deleting a call work code name

To delete the name of a call work code in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Call Work Codes.

3. In the ACD: field, enter the ACD on which the call work code resides.
4. Select OK.
Supervisor displays the Dictionary Call Work Codes window.

5. To find a call work code name to delete, only one of the fields requires a call work code to
be specified. Perform one of the following actions to specify an existing call work code in
the Dictionary:

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In the Call work code name: field, enter the name of the of the call work code.

In the Call work code: field, enter the number of the of the call work code.

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6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified call work code, if valid.
7. From the Actions menu, select Delete.
The specified call work code is removed from the Dictionary.

Constants
Constants are items with fixed numerical values that you can enter into the Dictionary for use
only in custom and designer reports. Constants do not exist in CMS when it is installed.
This section contains the following topics:

Permissions on page 103

Adding a constant on page 104

Viewing a constant on page 105

Listing all constants on page 106

Modifying a constant on page 107

Deleting a constant on page 108

Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To view a constant, you need read permissions for the Dictionary subsystem.

To add, delete or modify a constant, you need write permissions for the Dictionary
subsystem.

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Adding a constant
To add a constant to the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Constants.

3. Select OK.
Supervisor displays the Dictionary Constants window.

4. In the Constant name: field, enter the name of the new constant.
5. In the Value: field, enter the numerical value of the constant. The value can range from
-99999 to 999999.
Any additional information about the constant can be entered in the Description: field.
Only 50 or fewer characters can be entered in this field.
6. From the Actions menu, select Add.

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Viewing a constant
To view a constant in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Constants.

3. Select OK.
Supervisor displays the Dictionary Constants window.

4. To find a constant to view, only one of the fields requires an entry to be specified. Perform
one of the following actions to specify an existing constant in the Dictionary:

In the Constant name: field, enter the name of the constant.

In the Value: field, enter the numerical value of the constant.

5. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified constant, if valid.

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Listing all constants

To list all constants defined in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Constants.

3. Select OK.
Supervisor displays the Dictionary Constants window.

4. From the Actions menu, select List All.

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Modifying a constant
To modify a constant that is defined in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Constants.

3. Select OK.
Supervisor displays the Dictionary Constants window.

4. To find a constant to modify, only one of the fields requires an entry to be specified.
Perform one of the following actions to specify an existing constant in the Dictionary:

In the Constant name: field, enter the name of the constant.

In the Value: field, enter the numerical value of the constant.

5. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified constant, if valid.
6. In the Value: field, enter the new numerical value for the constant.

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Note:

Note:
You cannot modify the name of the new constant. If you want to change the
name, you must delete the old constant and add a new one.
7. From the Actions menu, select Modify.

Deleting a constant
To delete a constant from the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Constants.

3. Select OK.
Supervisor displays the Dictionary Constants window.

4. To find a constant to delete, only one of the fields requires an entry to be specified.
Perform one of the following actions to specify an existing constant in the Dictionary:

108

In the Constant name: field, enter the name of the constant.

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In the Value: field, enter the numerical value of the constant.

5. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified constant, if valid.
6. From the Actions menu, select Delete.
The specified constant is removed from the Dictionary.

Custom database items

You can define your own custom database items, which are stored in the CMS database. The
custom database items are entered from the Dictionary Custom Items window, and allow you
to combine your own data with the CMS data on custom or designer reports. You can also
modify or delete custom database items.
This section contains the following topics:

Permissions on page 109

Before you begin on page 109

Adding a custom database item on page 110

Viewing a custom database item on page 111

Listing all custom database items on page 112

Modifying a custom database item on page 113

Deleting a custom database item on page 114

Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To view a custom database item, you need read permissions for the Dictionary subsystem.

To add, delete, or modify a custom database item, you need write permissions for the
Dictionary subsystem.

Before you begin

The following items should be read and understood before working with custom database items
in the Dictionary:

You must first create the table in the database before you create a custom database item.

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Adding a custom database item

To create a custom database item in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Custom Items.

3. Select OK.
Supervisor displays the Dictionary Custom Items window.

4. In the Database item: field, enter the name of the new database item.
Any additional information about the custom database item can be entered in the
Description: field. Only 50 or fewer characters can be entered in this field.
5. In the Table: field, enter the name of the table that will contain the new custom database
item.
6. From the Actions menu, select Add.

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Viewing a custom database item

To view a custom database item in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Custom Items.

3. Select OK.
Supervisor displays the Dictionary Custom Items window.

4. In the Database item: field, enter the name of the custom database item.
5. From the Actions menu, select Find One.
Supervisor retrieves and displays the information for the specified custom database item, if
valid.

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Listing all custom database items

To list all custom database items in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Custom Items.

3. Select OK.
Supervisor displays the Dictionary Custom Items window.

4. In the Database item: field, enter the name of the custom database item.
5. From the Actions menu, select List All.

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Modifying a custom database item

To modify an existing custom database item in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Custom Items.

3. Select OK.
Supervisor displays the Dictionary Custom Items window.

4. In the Database item: field, enter the new name for the custom database item.
5. In the Table: and Description: fields, enter the new information for the custom database
item. Only 50 or fewer characters can be entered in the Description: field.

Note:

Note:
Note: You cannot modify the name of a custom database item. You must delete
the old item and add the new item if you want a different name.
6. From the Actions menu, select Modify.
The specified custom database item and its changes are saved to the Dictionary.

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Deleting a custom database item

To delete a custom database item from the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Custom Items.

3. Select OK.
Supervisor displays the Dictionary Custom Items window.

4. In the Database item: field, enter the name of the database item to delete.
5. From the Actions menu, select Find One.
Supervisor retrieves and displays the information for the specified custom database item, if
valid.
6. From the Actions menu, select Delete.
The specified custom database item is removed from the Dictionary.

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Generic string values synonyms

Modifying generic string values allows you to enter a replacement string for the default y for
YES and n for NO values. The string values can be up to six characters in length. These
modified string values appear in custom or designer reports that use the YES or NO synonyms.
This section contains the following topics:

Permissions on page 115

Viewing generic string values on page 115

Modifying generic string values on page 116

Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To view generic string values, you need read permissions for the Dictionary subsystem.

To modify generic string values, you need write permissions for the Dictionary subsystem.

Viewing generic string values

To view a generic string value from the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Generic String Values.

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3. In the ACD: field, enter the ACD or ACD Group on which the generic string values reside.
4. Select OK.
Supervisor displays the Dictionary Generic String Values window.

Modifying generic string values

To modify an existing generic string value in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Generic String Values.

3. In the ACD: field, enter the ACD or ACD Group on which the generic string values reside.

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4. Select OK.
Supervisor displays the Dictionary Generic String Values window.

5. In the YES: field, enter up to six characters.

6. In the NO: field, enter up to six characters.
The characters entered in the YES: and NO: fields will appear in reports that use YES and
NO fields.
7. From the Actions menu, select Modify.

Location IDs
Location IDs represent the physical location or site where an agent sits or the port network to
which a trunk is assigned. Location IDs can be named for ease of identification in reporting for
multi-site environments. The same location IDs and their synonyms are used for both agents
and trunks.
This section contains the following topics:

Permissions on page 117

Adding a location ID on page 118

Viewing a location ID on page 119

Listing all location IDs on page 120

Modifying a location ID on page 121

Deleting a Location ID on page 122

Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To view the name of a location ID, you need read permissions for the Dictionary
subsystem.

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To add, delete, or modify the name of a location ID, you need write permissions for the
Dictionary subsystem.

Adding a location ID
To add a location ID to the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Location IDs.

3. In the ACD: field, enter the ACD on which you want to add the location ID.
4. Select OK.
Supervisor displays the Dictionary Location IDs window.

5. In the Location name: field, enter the name of the new location.
6. In the Location ID: field, enter the number from 1 to 44 for the new location.
Any additional information about the location ID can be entered in the Description: field.
Only 50 or fewer characters can be entered in this field.

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7. From the Actions menu, select Add.

Viewing a location ID
To view the information associated with an existing location ID in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Location IDs.

3. In the ACD: field, enter the ACD on which the location ID resides.
4. Select OK.
Supervisor displays the Dictionary Location IDs window.

5. To find a location ID to view, only one of the fields requires a value to be specified. Perform
one of the following actions to specify a location ID in the Dictionary:

In the Location Name: field, enter the name of the location.

In the Location ID: field, enter the number of the location.

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6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified location ID, if valid.

Listing all location IDs

To list all location IDs defined in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Location IDs.

3. In the ACD: field, enter the ACD on which the location IDs reside.
4. Select OK.
Supervisor displays the Dictionary Location IDs window.

5. From the Actions menu, select List All.

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Modifying a location ID
To modify an existing location ID in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Location IDs.

3. In the ACD: field, enter the ACD on which the location ID resides.
4. Select OK.
Supervisor displays the Dictionary Location IDs window.

5. To find a location ID to modify, only one of the fields requires a value to be specified.
Perform one of the following actions to specify a location ID in the Dictionary:

In the Location Name: field, enter the name of the location.

In the Location ID: field, enter the number of the location.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified location ID, if valid.
7. In the Location Name: field, enter the new name for the location.

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8. From the Actions menu, select Add.

Deleting a Location ID
To remove a location ID from the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Location IDs.

3. In the ACD: field, enter the ACD on which the location ID resides.
4. Select OK.
Supervisor displays the Dictionary Location IDs window.

5. To find a location ID to delete, only one of the fields requires a value to be specified.
Perform one of the following actions to specify a location ID in the Dictionary:

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In the Location Name: field, enter the name of the location.

In the Location ID: field, enter the number of the location.

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6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified location ID.
7. From the Actions menu, select Delete.
The specified location ID is removed from the Dictionary.

Login ID names
CMS uses agent login IDs to identify measured ACD agents. After an agent's name is assigned
to a login ID, CMS windows and reports show that agent's login ID name instead of the login ID
number.
You do not have to input agent names in the Dictionary, but CMS administration windows and
reports are easier to understand with agent names instead of login IDs. Depending on the
amount of space in the report, agent names can be truncated.
This section contains the following topics:

Permissions on page 123

Before you begin on page 124

Adding a name to a login ID on page 124

Viewing a login ID name on page 125

Listing all login ID names on page 126

Modifying a login ID name on page 127

Deleting a login ID name on page 128

Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To view login IDs, you need read permissions for the Dictionary subsystem.

To add, delete, or modify login IDs, you need write permissions for the Dictionary
subsystem.

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Before you begin

The following items should be read and understood before working with login ID names in the
Dictionary:

Login ID names are sorted alphabetically in the Dictionary based on the first character that
you input in the Agent name: field.
For example, if the agent is listed as Jane Brown, CMS sorts on the J for Jane. If the
agent is listed as Brown, Jane CMS sorts on the B in Brown. Supervisor reports do not
automatically sort by agent name, but the user can request the report to do so.

You can assign no more than one agent name to the same login ID.

You cannot assign the same agent name to multiple login IDs.

You can use only numbers in login IDs.

If you are viewing a real-time report when a change is made to a login ID that appears on
that report, you must exit the report and rerun it to see the change.

Adding a name to a login ID

To add a name to a login ID in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Login Identifications.

3. In the ACD: field, enter the ACD or ACD Group on which you want to assign a name to a
login ID.

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4. Select OK.
Supervisor displays the Dictionary Login Identifications window.

5. In the Login ID: field, enter the number of the login ID on which you want to assign a new
name.
6. In the Agent Name: field, enter the name of the agent to be associated with the Login ID
number.
7. From the Actions menu, select Add.

Viewing a login ID name

To view the information associated with an existing login ID name in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Login Identifications.

3. In the ACD: field, enter the ACD or ACD Group on which you want to view a login ID
name.

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4. Select OK.
Supervisor displays the Dictionary Login Identifications window.

5. To find a login ID to view, only one of the fields requires a value to be specified. Perform
one of the following actions to specify a login ID in the Dictionary:

In the Login ID: field, enter the number of the login ID.

In the Agent Name: field, enter the name of the agent.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified login ID, if valid.

Listing all login ID names

To list all login ID names defined in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Login Identifications.

3. In the ACD: field, enter the ACD or ACD Group on which you want to list all login ID
names.

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4. Select OK.
Supervisor displays the Dictionary Login Identifications window.

5. From the Actions menu, select List All.

Modifying a login ID name

To modify an existing login ID name in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Login Identifications.

3. In the ACD: field, enter the ACD or ACD Group on which you want to modify a login ID
name.

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4. Select OK.
Supervisor displays the Dictionary Login Identifications window.

5. To find a login ID to modify, only one of the fields requires a value to be specified. Perform
one of the following actions to specify a login ID in the Dictionary:

In the Login ID: field, enter the number of the login ID.

In the Agent Name: field, enter the name of the agent.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information associated with the specified login ID
name, if valid.
7. In the Agent Name: field, enter the modified name of the agent.
8. From the Actions menu, select Modify.
The specified login ID name and its changes are saved in the Dictionary.

Deleting a login ID name

To delete an existing login ID name from the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

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2. In the Operations: list, highlight Login Identifications.

3. In the ACD: field, enter the ACD or ACD Group on which the login ID name to delete
resides.
4. Select OK.
Supervisor displays the Dictionary Login Identifications window.

5. To find a login ID to delete, only one of the fields requires a value to be specified. Perform
one of the following actions to specify a login ID in the Dictionary:

In the Login ID: field, enter the number of the login ID.

In the Agent Name: field, enter the name of the agent.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified login ID name, if valid.
7. From the Actions menu, select Delete.

Logout reason code names

Logout reason codes enable an agent to give the reason for logging out, such as attending
training or the end of a shift. You can add, delete, modify, and view logout reason codes from
the Logout Reason Codes window. The names that are assigned to the logout reason codes
appear in the standard agent login/logout and agent trace historical reports.
This section contains the following topics:

Permissions on page 130

Before you begin on page 130

Adding a logout reason code name on page 130

Viewing a logout reason code name on page 131

Listing all logout reason code names on page 132

Modifying a logout reason code name on page 134

Deleting a logout reason code name on page 135

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Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To view logout reason codes, you need read permissions for the Dictionary subsystem.

To add, delete, or modify logout reason code, you need write permissions for the
Dictionary subsystem.

Before you begin

Logout reason codes are single digits, 0 through 9. A zero is used when the system logs
an agent out or if the agent does not specify a code.

Logout reason code names can be up to 20 characters long.

To use logout reason codes, your switch must have the Expert Agent Selection (EAS)
feature.

Adding a logout reason code name

To add a logout reason code name in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Logout Reason Codes.

3. In the ACD: field, enter the ACD or ACD Group on which you want to add a logout reason
code.

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4. Select OK.
Supervisor displays the Dictionary Logout Reason Codes window.

5. In the Logout Reason Code name: field, enter the name of the new logout reason code.
6. In the Logout Reason Code: field, enter a number from 0 to 9 to be associated with the
logout reason code name.
Any additional information about the logout reason code can be entered in the
Description: field. Only 50 or fewer characters can be entered in this field.
7. From the Actions menu, select Add.

Viewing a logout reason code name

To view an existing logout reason code name in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Logout Reason Codes.

3. In the ACD: field, enter the ACD or ACD Group on which you want to view a logout reason
code name.

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4. Select OK.
Supervisor displays the Dictionary Logout Reason Codes window.

5. To find a logout reason code to view, only one of the fields requires a value to be specified.
Perform one of the following actions to specify a logout reason code in the Dictionary:

In the Logout Reason Code name: field, enter the name of the logout reason code.

In the Logout Reason Code: field, enter a number from 0 to 9 that is associated with
the logout reason code.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified logout reason code
name, if valid.

Listing all logout reason code names

To list all existing logout reason code names in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Logout Reason Codes.

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3. In the ACD: field, enter the ACD or ACD Group on which you want to view all logout
reason code names.
4. Select OK.
Supervisor displays the Dictionary Logout Reason Codes window.

5. From the Actions menu, select List All.

Supervisor displays the Dictionary Logout Reason Codes - List All window.

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Modifying a logout reason code name

To modify an existing logout reason code name in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Logout Reason Codes.

3. In the ACD: field, enter the ACD or ACD Group on which you want to modify a logout
reason code name.
4. Select OK.
Supervisor displays the Dictionary Logout Reason Codes window.

5. To find a logout reason code to modify, only one of the fields requires a value to be
specified. Perform one of the following actions to specify a logout reason code in the
Dictionary:

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In the Logout Reason Code name: field, enter the name of the logout reason code.

In the Logout Reason Code: field, enter the number from 0 to 9 that is associated
with the logout reason code.

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6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified logout reason code
name, if valid.
7. In the Logout Reason Code name: field, enter the new name for the logout reason code.
8. From the Actions menu, select Modify.
The specified logout reason code name and its changes are saved to the Dictionary.

Deleting a logout reason code name

To delete an existing logout reason code name from the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Logout Reason Codes.

3. In the ACD: field, enter the ACD or ACD Group on which the logout reason code name to
delete resides.

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4. Select OK.
Supervisor displays the Dictionary Logout Reason Codes window.

5. To find a logout reason code to delete, only one of the fields requires a value to be
specified. Perform one of the following actions to specify a logout reason code in the
Dictionary:

In the Logout Reason Code name: field, enter the name of the logout reason code.

In the Logout Reason Code: field, enter the number from 0 to 9 that is associated
with the logout reason code.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified logout reason code
name, if valid.
7. From the Actions menu, select Delete.
The specified logout reason code name is removed from the Dictionary.

Split/skill string values

Split/skill string values are the descriptive words used in the split/skill call profile reports in place
of the split/skill numeric values. From the Split/Skill String Values window, you can change the
default string values to correspond with your own requirements.
This section contains the following topics:

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Permissions on page 137

Before you begin on page 137

Viewing split/skill string values on page 137

Modifying split/skill string values on page 138

Split/skill string value field descriptions on page 140

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Split/skill string values

Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To view split/skill string values, you need read permissions for the Dictionary subsystem.

To modify split/skill string values, you need write permissions for the Dictionary subsystem.

Before you begin

If you assign values that are longer than the field lengths allowed on standard reports,
those values are truncated to fit on the reports. Similar custom reports can be created to
accommodate the longer string values.

If you do not assign different values to the split/skill string values, the default values are
used.

Viewing split/skill string values

To view the string value for splits or skills in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Split/Skill String Values.

3. In the ACD: field, enter the ACD or ACD Group on which you want to view the split/skill
string values.

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4. Select OK.
Supervisor displays the Dictionary Split/Skill String Values window.

Modifying split/skill string values

To modify the existing string values for splits or skills in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Split/Skill String Values.

3. In the ACD: field, enter the ACD or ACD Group on which you want to modify the split/skill
string values.

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4. Select OK.
Supervisor displays the Dictionary Split/Skill String Values window.

5. Enter a new split/skill string value in each field that you want to modify.
See Split/skill string value field descriptions on page 140 for more information.
6. From the Actions menu, select Modify.
The split/skill string values and their changes are saved to the Dictionary.

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Split/skill string value field descriptions

The following table describes the fields in the Dictionary Split/Skill String Values window:
Field

Description

Service Level
Changed

The service level is the time limit in seconds for calls to wait in queue
before being answered. The Split/Skill Call Profile reports can be used
to see how many calls were either answered or abandoned within
each service level increment.
The string values in the following fields are displayed on the Split/
Skill Call Profile Report:

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YES - The string value in this field will appear on the Split/Skill Call
Profile Report if the service level in the split/skill call profile has
changed.
NO - The string value in this field will appear on the Split/Skill Call
Profile Report if the service level in the split/skill call profile has not
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Field

Description

Period Changed

There are ten time increments of administrable length in the real-time

and historical Split/Skill Call Profile Reports.
The string values in the following fields are displayed on the Split/
Skill Call Profile Report:

Skill State

YES - The string value in this field will appear on the Split/Skill Call
Profile if the time period in the split/skill call profile has changed.
NO - The string value in this field will appear on the Split/Skill Call
Profile if the time period in the split/skill call profile has not
changed.

Skill states are used to specify states for the different skills.
The string values in the following fields represent the following skill
states:

UNKNOWN - Leave the default value. The default value is UNKN.

NORMAL - Enter the descriptive word for the state of a skill using
the Service Level Supervisor feature when it is below all overload
thresholds. The default value is NORMAL.
OVERLOAD1 - Enter the descriptive word for the state of a skill
using the Service Level Supervisor feature when it exceeds the
first overload threshold. The default value is OVRLD1.
OVERLOAD2 - Enter the descriptive word for the state of a skill
using the Service Level Supervisor feature when it exceeds both
the first and second thresholds. The default value is OVRLD2.
BEHIND - This string indicates that a split or skill is either close to
or failing to meet the administered target service level and agents
are not being auto-reserved to compensate for this situation. The
default value for this string is BEHIND.
AUTORSV - This string indicates that a split or skill is either close
to or failing to meet the administered target service level and
agents are currently being auto-reserved to achieve the necessary
level. The default value for this string is AUTORSV.

Split/Skill names
You can assign names to your ACD splits or skills. These split/skill names appear on the split/
skill reports, making your reports easier to identify and read.
Split/skill names should reflect the configuration of your splits/skills and ACDs.

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For example, if you want splits in your system to be divided according to Sales, Customer
Service, and Wholesale, assign those names to the splits that handle those areas of the
business. If you want skills in your system to be divided by language such as French, Spanish,
and German, assign those names to the skills that handle calls in those languages.
This section contains the following topics:

Permissions on page 142

Before you begin on page 142

Adding a split/skill name on page 143

Viewing a split/skill name on page 144

Listing all the split/skill names on page 145

Modifying a split/skill name on page 146

Deleting a split/skill name on page 147

Permissions
Depending on the procedure that you want to perform, you need the following permissions:

To view the name assigned to a split/skill, you need read permissions for the Dictionary
subsystem and for the split/skill.

To add, delete or modify the name assigned to a split/skill, you need write permissions for
the Dictionary subsystem and for the split/skill.

Before you begin

The following items should be read and understood before working with split/skill names in the
Dictionary:

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It is advised that you be consistent with the names given by your switch administrator.

If you assign a name, the split/skill number no longer appears in split/skill reports or
windows. The split/skill name appears instead.

If you make changes to split/skill names when viewing a report that includes those splits/
skills, you must exit the report and rerun it to see the changes.

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Adding a split/skill name

To add a name for a split or skill in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Splits/Skills.

3. In the ACD: field, enter the ACD or ACD Group on which you want to name a split/skill.
4. Select OK.
Supervisor displays the Dictionary Splits/Skills window.

5. In the Split/Skill name: field, enter the name of the split/skill.

6. In the Split/Skill number: field, enter the number of the split/skill.
Any additional information about the split/skill can be entered in the Description: field.
Only 50 or fewer characters can be entered in this field.
7. From the Actions menu, select Add.

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Viewing a split/skill name

To view an existing name for a split or skill in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Splits/Skills.

3. In the ACD: field, enter the ACD or ACD Group on which you want to view a split/skill.
4. Select OK.
Supervisor displays the Dictionary Splits/Skills window.

5. To find a split/skill to view, only one of the fields requires a split/skill to be specified.
Perform one of the following actions to specify an existing split/skill in the Dictionary:

In the Split/Skill name: field, enter the name of the split/skill.

In the Split/Skill number: field, enter the number of the split/skill.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified split/skill name, if valid.

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Listing all the split/skill names

To list the names for all splits or skills in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Splits/Skills.

3. In the ACD: field, enter the ACD or ACD Group on which you want to view all split/skill
names.
4. Select OK.
Supervisor displays the Dictionary Splits/Skills window.

5. From the Actions menu, select List All.

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Modifying a split/skill name

To modify an existing name for a split or skill in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Splits/Skills.

3. In the ACD: field, enter the ACD or ACD Group on which you want to modify the split/skill
name.
4. Select OK.
Supervisor displays the Dictionary Splits/Skills window.

5. To find a split/skill to modify, only one of the fields requires a split/skill to be specified.
Perform one of the following actions to specify an existing split/skill in the Dictionary:

In the Split/Skill name: field, enter the name of the split/skill.

In the Split/Skill number: field, enter the number of the split/skill.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified split/skill name, if valid.

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7. In the Split/Skill name: field, enter the new name of the split/skill.
8. From the Actions menu, select Modify.
The split/skill name and its changes are saved to the Dictionary.

Deleting a split/skill name

To delete the name for a split or skill in the Dictionary:
1. From the Controller Window, select Commands > Dictionary.
Supervisor displays the Dictionary window.

2. In the Operations: list, highlight Splits/Skills.

3. In the ACD: field, enter the ACD or ACD Group on which the split/skill name to delete
resides.
4. Select OK.
Supervisor displays the Dictionary Splits/Skills window.

5. To find a split/skill to delete, only one of the fields requires a split/skill to be specified.
Perform one of the following actions to specify an existing split/skill in the Dictionary:

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Chapter 3: Using the Dictionary to name contact center entities

In the Split/Skill number: field, enter the number of the split/skill.

6. From the Actions menu, select Find One.

Supervisor retrieves and displays the information for the specified split/skill name, if valid.
7. From the Actions menu, select Delete.
The split/skill name is removed from the Dictionary.

Standard database items

Standard database items store ACD data and are used by CMS in its default reports.
You cannot change or delete standard database items because this is a read-only section of the
Dictionary. You can view the standard information about each database item, the description for
that item, and the tables in which the item appears.
The following example shows a current real-time agent table with standard CMS database item
column headings:
Extension

Split

Logid

Logon
start

Work
mode

Started

Direction

Changed

1000

4000