CMS add-on packages, CentreVu Supervisor | Avaya 555-233-001

CMS add-on packages

5 Call Center

CMS add-on packages

The following sections describe CMS add-on packages:

•CentreVu Supervisor

•CentreVu Explorer II

•CentreVu Visual Vectors

CentreVu Supervisor

CentreVu Supervisor is an effective management tool that expands the capabilities of the CentreVu Call Management System (CMS). CentreVu Supervisor gives call center managers access to these capabilities and much more — all from the convenience of a desktop or laptop PC.

Now you can view your Call Center through a user-friendly, graphical user interface (GUI). With CentreVu Supervisor, the powerful capabilities of CentreVu CMS are expanded to provide a variety of administrative tools and reports to maximize your Call Center performance. CentreVu Supervisor enables you to:

•Generate status reports in full customizable color graphical formats that are easy to interpret at a glance

•Perform administration tasks easily using a mouse versus a series of commands

•Run other PC applications while actively monitoring Call Center conditions

•Create thresholds for each individual supervisor or manager

•Connect to a LAN allowing a CentreVu Supervisor user to print reports on any network printer for which the user has permissions

•View reports on the Web, saving time and distribution costs

•Schedule reports, printing and other administrative operations at a later time

•Access multi-site, real-time reporting for optimal Call Center management

CentreVu Supervisor gives Call Centers access to these capabilities from the convenience of desktop PC supported by Windows 95, Windows 98, or Windows NT 4.0.

The recommended PC configuration to support Call Center client applications in a

Windows environment is:

•Processor: Pentium 133 MHz or faster

•RAM: 48 megabytes

•Resolution: SVGA with a graphics adapter supporting 16-bit color (64K colors) or higher, with 800 x 600 resolution or higher

•Available free disk space: 30 megabytes or more before installation of CentreVu Supervisor (English)

•Communications: TCP/IP protocol stack

Overview
555-233-001 — Issue 2 — November 2000	5-13

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Avaya 555-233-001 manual CentreVu Supervisor, CMS add-on packages Call Center

Contents

Definity ONE Communications System Avaya Web Contents Adjuncts Contents Computer Telephony Integration Index IN-1 Intended audiences How to use this documentAbout This Document Purpose Security Conventions used in this documentConventions used in this document About This Document Trademarks About This Document Trademarks How to comment on this document How to order documentationHow to order documentation About This Document Definity ONE Communications System Introduction Definity ONE Communications System Introduction What’s new in release Definity Site Administration DSA Introduction Definity Site Administration DSACall Center Starter packages Web browser accessWeb browser access Introduction Call Accounting System administration Introduction System administrationMasterDirectory and PhoneLine Amis Analog Networking Introduction Amis Analog NetworkingHardware Compact modular cabinet 3 4 Hardware Introduction Reliability SoftwareSoftware Introduction Incomparable service Introduction Incomparable service Incomparable service Introduction Telephones for the global marketplace Desktop/Console Solutions Digital DCP telephones Series digital telephones Overview Series digital telephones Series digital telephones Feature Series Telephones 7300/ATL-Series hybrid telephones Requirements Analog single-line telephones Series analog telephones Series analog telephones Definity PC Console Attendant Consoles Desktop/Console SolutionsAttendant Consoles Definity Attendant Console Requirements Attendant Consoles Desktop/Console Solutions Adjuncts Power Systems Headsets On hold and delayed announcement systemsOn hold and delayed announcement systems Adjuncts Security devices Audio and visual pagingAlerts and sensors External speakerphones Call Accounting Systems Adjuncts Call Accounting Systems Call Accounting Systems Adjuncts Call Accounting Systems Adjuncts Application overview of Audix Intuity Audix Messaging Additional sources of information Ntuity Audix Messaging Accessing Audix AdministrationUsing Definity Site Administration DSA Additional sources of information Review and test the DSA connection Accessing Audix Administration Ntuity Audix Messaging Using Telnet to access Audix Administration Features of Audix Ntuity Audix Messaging Features of AudixVoice Messaging Voice mailbox Features of Audix Intuity Audix Messaging Category Description TCP/IP Avaya Message Manager Function Description Features of Audix Intuity Audix Messaging Automated Attendant FAX Messaging CornerStone Software Bulletin Board Features of Audix Intuity Audix Messaging Call Center Automatic Call Distribution ACD Call Center Automatic Call Distribution ACD Group C General Information Automatic Call Distribution ACD Call Center Basic Call Management System Call Center Basic Call Management System Call Center Basic Attendant VectoringAttendant Vectoring Call Center Call Center Elite Call Center DeluxeCall Center Deluxe CentreVu Virtual Routing Call Center CentreVu Virtual Routing CentreVu Advocate Call Center CentreVu Advocate Bcms Vu Call Center Bcms Vu Requirements CentreVu CTCentreVu CT Call Center CentreVu Call Management System CMS Call Center CentreVu Call Management System CMS CentreVu Supervisor CMS add-on packagesCMS add-on packages Call Center CentreVu Explorer CentreVu Compact Call Center Solutions Packages CentreVu Compact Call Center Solutions PackagesCentreVu Visual Vectors CentreVu Compact Call Center Solutions Packages Medium-Range mobility Wireless Solutions Long-Range mobility Long-Range mobility Wireless Solutions Long-Range mobility Definity Wireless Business System PWT Application Starter Package Application Starter Package Wireless Solutions Computer Telephony Integration Server-Based solutions Third-Party applications Server-Based solutions Computer Telephony Integration Definity IP Softphone Computer Telephony Integration Definity IP Softphone Definity IP Softphone Computer Telephony Integration Personal Station Access Definity ONE features for telecommutingTelecommuting/Virtual Office Station Security Codes PipelinePipeline Telecommuting/Virtual Office Definity Extender Audix features for telecommutingDefinity Extender Telecommuting/Virtual Office Starter application package Remote MaxRemote Max Telecommuting/Virtual Office Definity Site Administration release System Administration Definity Site Administration release System Administration ~ VDN Portless Administration/Administration Without Hardware Terminal administrationTerminal administration System Administration Scheduling Scheduling System Administration Basic reporting Basic reporting System AdministrationPerformance measurements ECS Reports Generator Performance measurements System Administration Call Charge information Call Charge information System Administration Variable format records Call Detail Recording featuresCall Detail Recording System Administration Call Detail Recording Call Detail Recording devices Security System AdministrationCall restrictions Starter application package System Administration Starter application package System Administration Uniform Dial Plan Networking Distributed Communications System and Isdn Qsig global networking Definity ONE DCS networksDefinity ONE DCS networks Networking World-Class Routing Networking World-Class Routing Automatic Route Selection Network management featuresNetwork management features Networking Time of Day Routing Generalized Route Selection Automatic Alternate Routing Facility Restriction Level Authorization codes Trunk group circuits Network interfaces and equipmentNetwork interfaces and equipment Networking Isdn Digital interfaces Centralized Attendant Service Networking Centralized Attendant ServiceMain/Satellite/Tributary Electronic Tandem Network Networking Electronic Tandem Network Starter application package Networking Via the Snmp MIB Agent AdministrationSnmp Native Agent Software Definity Data WatchDog Snmp TrapsDefinity ONE Co-Resident Modules Via the Snmp License Server Logins and the LACDefinity ONE Co-Resident Modules Snmp Native Agent Software 11-4 Issue 2 November Automatic routing features Features Basic features Features Basic features Basic features Features Basic features Features Basic features Features Call Center features Features Call Center features Call Center features Features Private networking features Features Private networking features Trunk group features Features Trunk group features Trunk group features Features Numerals Index Conversant Index Medium range 10-4 Overview Issue 2 November IN-5 IN-6