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Avaya IP600 manual CMS add-on packages, CentreVu Supervisor

Models: IP600

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CMS add-on packages

5

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 for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000	55

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Avaya IP600 manual CMS add-on packages, CentreVu Supervisor

Contents

2YHUYLHZ IRU Avaya Web Contents Adjuncts ContentsWireless Solutions Networking Appendix B Telephone Features 109 Viii Intended audiences How to use this documentAbout This Document PurposeSecurity Conventions used in this documentConventions used in this document Trademarks TrademarksHow to comment on this document How to comment on this documentIntroduction Announcements Avaya IP600 Communications SystemAvaya IP600 Communications System Call Center Definity Site Administration DSAWeb Browser Access Definity Site Administration DSAAmis Analog Networking System AdministrationCall Accounting Snmp Native AgentRack-Mounted Cabinet HardwareHardware Avaya IP600 Rack-Mounted Cabinet Avaya IP600 Site RequirementsCabinet Type Circuit Breaker Size Distribution UnitReliability ReliabilityIncomparable service Incomparable serviceIncomparable service Telephones for the global marketplace Desktop/Console SolutionsSeries IP Telephones Telephones for the global marketplace IP SoftphonesSeries digital telephones Series DCP telephones Telephones for the global marketplace 6424D+M telephone Feature Series Telephones Analog single-line telephones Telephone Features Wireless Handsets for X-Station Mobility Wireless Handsets for X-Station MobilitySoundStation Audioconferencing Systems Teleconferencing ProductsTeleconferencing Products Soundstation EX with External Microphones Attendant Consoles Attendant ConsolesDefinity Attendant Console Definity PC ConsoleAn IBM-compatible personal computer with Attendant Consoles Adjuncts Power SystemsHeadsets On hold and delayed announcement systemsOn hold and delayed announcement systems Audio and visual paging Audio and visual pagingAlerts and sensors External speakerphonesSecurity devices Security devicesCall Accounting Systems Call Accounting SystemsCall Accounting Systems Application overview of Audix Intuity Audix MessagingAdditional sources of information Accessing Audix AdministrationUsing Definity Site Administration DSA Additional sources of informationReview and test the DSA connection Accessing Audix AdministrationVoice Messaging Features of AudixUsing Telnet to access Audix Administration Features of AudixCall Answer Voice Messaging languages Category Description Voice mailboxTCP/IP Avaya Message Manager Function Description Features of Audix FAX Messaging Bulletin Board Automated AttendantCornerStone Software Call Center Automatic Call Distribution ACD Automatic Call Distribution ACDAudix Automatic Call Distribution ACD Basic Call Management System Basic Call Management SystemCall Center Basic Attendant VectoringAttendant Vectoring Call Center Elite Call Center DeluxeCall Center Deluxe CentreVu Virtual Routing CentreVu Virtual RoutingCentreVu Advocate CentreVu AdvocateBcms Vu Bcms VuRequirements CentreVu CTCentreVu CT CentreVu Call Management System CMS CentreVu Call Management System CMSCentreVu Supervisor CMS add-on packagesCMS add-on packages CentreVu Explorer CentreVu Visual Vectors CentreVu Compact Call Center Solutions Packages CentreVu Compact Call Center Solutions PackagesMedium-Range mobility Wireless SolutionsTransTalk Medium-Range mobilityLong-Range mobility Long-Range mobilityDefinity Wireless Business System PWT Definity Wireless Business System PWTComputer Telephony Integration Server-based solutionsThird-Party applications Third-Party applicationsTrunks Enterprise Class IP SolutionsAvaya IP Softphones Avaya IP SoftphonesRoad Warrior TelecommuterNative H.323 Avaya IP TelephonesAvaya R300 Remote Office Communicator CentreVu IP AgentAvaya R300 Remote Office Communicator Personal Station Access Avaya IP600 features for telecommutingTelecommuting/Virtual Office Station Security Codes PipelinePipeline Definity Extender Audix features for telecommutingDefinity Extender Audix features for telecommuting Definity Site Administration System AdministrationDefinity Site Administration ~ VDN Portless Administration/Administration Without Hardware AdministrationAdministration Scheduling SchedulingPerformance measurements Basic reportingBasic reporting Performance measurements ECS Reports GeneratorCall Charge information Call Charge informationCall Detail Recording Call Detail Recording featuresCall Detail Recording Variable format recordsCall Detail Recording devices Call RestrictionsSecurity Uniform Dial Plan NetworkingDistributed Communications System and Isdn Qsig global networking Avaya IP600 DCS networksAvaya IP600 DCS networks World-Class Routing World-Class RoutingAutomatic Route Selection Network management featuresNetwork management features Time of Day RoutingGeneralized Route Selection Automatic Alternate RoutingFacility Restriction Level Authorization codesTrunk group circuits Network interfaces and equipmentNetwork interfaces and equipment Isdn Digital interfacesCentralized Attendant Service Centralized Attendant ServiceMain/Satellite/Tributary Main/Satellite/TributaryElectronic Tandem Network Electronic Tandem NetworkVia the Snmp MIB Agent AdministrationSnmp Native Agent Software Avaya IP600 DataWatchDog Snmp TrapsAvaya IP600 Co-Resident Modules Via the SnmpLicense Server Logins and the LACAvaya IP600 Co-Resident Modules Avaya IP600 Co-Resident Modules Automatic routing features Avaya IP600 FeaturesBasic features Basic featuresBasic features 102 Basic features Call Center features Call Center featuresCall Center features Private networking features Private networking featuresTrunk group features Trunk group features108 Handling Incoming Calls Telephone FeaturesCall Park ConferenceHandling Incoming Calls Misoperation Handling Call Redirection Typical Avaya IP600 Call Coverage Options Night Service Enhanced Night Service Bridged Call Appearance Multi Appearance Telephone Disconnecting Unanswered Calls Disconnecting Unanswered CallsActive Dialing Telephone Self-AdministrationSpeed/Convenience Calling Abbreviated DialingRingback Queuing Remote AccessRecorded Telephone Dictation Access Automatic CallbackManual Originating Line Service Emergency Access to the AttendantTrunk Flash Telephone Displays Telephone DisplaysSpecial Dial Tone Call Charge InformationGroup Communication Group CommunicationSpecial Ringing Special RingingMessaging Messaging~ Definity Audix ~ Intuity Audix Telecommuting Telecommuting126 Definity PC Console Attendant Operator FeaturesAttendant Operator Attendant ConsoleAttendant Features Attendant FeaturesCall Handling Making Calls Monitoring Calls Accessing the AttendantCentralized Attendant Service Attendant with DCS Attendant with DCSNumerals IndexConversant Audix 136 Page 138