AT&T CentreVu CMS Administration Guia do Utilizador

585-215-835Comcode 108217571Issue 2May 1998CentreVu®ExplorerVersion 1.2Installation and Getting Started Guide585-215-835-I2_tp 9/21/01 2:02 PM Page

1-2 Network DiagramSoftware InstallationNetwork Diagram 1The following is a list of the network requirements:ECS/switchCentreVu CMSCentreVu Explorer s

Network Diagram 1-3Software InstallationECS/Switch Requirements 1The ECS/switch requires a communication link to the CentreVu CMS. Appropriate autom

1-4 Network DiagramSoftware InstallationCustomer Responsibilities 1You must do the following to transfer call history data: 1. Purchase the External C

Network Diagram 1-5Software InstallationMemory 1CentreVu Explorer requires 128 MB of memory. Database server performance on large data sets is dire

1-6 Network DiagramSoftware InstallationRemote access is necessary for system diagnosis, maintenance, and software updates.System Software Configurati

Network Diagram 1-7Software InstallationDisk Storage Requirements 1This table shows call record storage requirements based on the number of calls pe

1-8 Network DiagramSoftware InstallationECS/switch call vector processing has a minimum of one (1) segment. Over the life of the call, information is

Network Diagram 1-9Software InstallationNetwork Connectivity 1CentreVu Explorer requires a transmission control protocol/internet protocol (TCP/IP)

1-10 Network DiagramSoftware InstallationClient Requirements and Recommendations 1The client workstation must be able to run a supported web browser.

Installation Information Chart 1-11Software InstallationInstallation Information Chart 1This information applies to installations. Please complete th

DisclaimerIntellectual property related to this product (including trademarks) and registeredto Lucent Technologies Inc. has been transferred or licen

1-12 CentreVu Explorer Installation PreparationSoftware InstallationCentreVu Explorer Installation Preparation 1The following checklist is designed t

CentreVu Explorer Installation Preparation 1-13Software InstallationDisk Controller Type— EIDE controller— SCSI controller— RAID (Redundant Array of

1-14 CentreVu Explorer Installation PreparationSoftware InstallationSetting Up the CentreVu Explorer Server 1Verify that the CentreVu CMS can ping th

CentreVu Explorer Installation Preparation 1-15Software InstallationSetting Up CentreVu Explorer Client 1If you plan on accessing the CentreVu Explo

1-16 CentreVu Explorer Installation PreparationSoftware InstallationProvisioning and Activation of ECHI 1Call your Lucent representative to schedule

CentreVu Explorer Server Software Installation Sequence 1-17Software InstallationCentreVu Explorer Server Software Installation Sequence1This sectio

1-18 CentreVu Explorer Server Software Installation SequenceSoftware InstallationMicrosoft Windows NT 4.0 and Microsoft InternetInformation Server 2.

CentreVu Explorer Server Software Installation Sequence 1-19Software InstallationMicrosoft Internet Information Server 3.0 1The Microsoft Internet I

1-20 CentreVu Explorer Server Software Installation SequenceSoftware InstallationInstalling on CentreVu Explorer Server 1The primary tasks in CentreV

CentreVu Explorer Server Software Installation Sequence 1-21Software InstallationEstablishing Network Connection 1Appendix A of this document contai

Copyright© 1998 Lucent TechnologiesAll Rights ReservedPrinted in U.S.A.NoticeEvery effort was made to ensure that the information in this document was

1-22 CentreVu Explorer Server Software Installation SequenceSoftware InstallationLaunching CentreVu Explorer 1After installing the appropriate browse

Verifying the Installation 1-23Software InstallationVerifying the Installation 1When you have completed the installation of CentreVu Explorer, the f

1-24 Verifying the InstallationSoftware InstallationYou should then see the CentreVu Data Import Service Control applet as shown below:Verify that the

Verifying the Installation 1-25Software InstallationThe last two items in the list can be checked by looking in the NT Event Log for any errors pert

1-26 Verifying the InstallationSoftware InstallationCentreVu Explorer Database Backup 1CentreVu Explorer stores ECHI data from the CentreVu CMS in a M

Product Overview 2-12CCentreVuExplorerGetting Started with Explorer1Product Overview 1CentreVu® Explorer transforms valuable DEFINITY® call center in

2-2 Product OverviewGetting Started with ExplorerQueue treatment such as holding times and abandons in queue.CentreVu Explorer delivers knowledge to t

Explorer Login Window 2-3Getting Started with ExplorerExplorer Login Window 1After launching CentreVu Explorer, the login window appears as follows:

2-4 Main MenuGetting Started with ExplorerMain Menu 1The CentreVu Explorer main window displays four icons as shown below:Click on Explorer to go to t

Main Menu 2-5Getting Started with ExplorerWindow Elements 1The CentreVu Explorer window is divided into the following frames: Element Selection Fram

Document Support Telephone NumberLucent Technologies provides telephone numbers for you to use to report errors or to ask questions about the informa

2-6 Main MenuGetting Started with ExplorerSample Query” in the CentreVu Explorer User Guide (585-215-840) for additional information on building queri

Main Menu 2-7Getting Started with ExplorerWindow Viewing and Sizing 1Based on your monitor’s size and terminal resolution, a varying amount of data

2-8 Main MenuGetting Started with ExplorerReduce Search Criteria Section—Moving the control bar between windows expands the results section.Session Di

A Quick Start to CentreVu Explorer 2-9Getting Started with ExplorerA Quick Start to CentreVu Explorer 11. To enter CentreVu Explorer, click on the E

2-10 A Quick Start to CentreVu ExplorerGetting Started with ExplorerThe Element Selection window appears:2. Check the query elements for your search

A Quick Start to CentreVu Explorer 2-11Getting Started with ExplorerWhen the following window refreshes, parameters for each of the options you sele

2-12 A Quick Start to CentreVu ExplorerGetting Started with ExplorerThe Query Results frame appears at the bottom of the window. This frame shows the

A Quick Start to CentreVu Explorer 2-13Getting Started with ExplorerThe Cradle-to-Grave window appears as shown below:final_manual.book : getting st

2-14 A Quick Start to CentreVu ExplorerGetting Started with Explorerfinal_manual.book : getting started.fm Page 14 Monday, May 4, 1998 1:00 PM

Introduction 3-13CCentreVuExplorerTroubleshooting 1Introduction 1If you are having trouble with any of the procedures mentioned in this document, ple

How are we doing?Document Title:CentreVu® ExplorerInstallation and Getting Started GuideDocument No.: 585-215-835 Date: May 1998Lucent Technologies

3-2 IntroductionTroubleshootingTroubleshooting Tips 1This section helps you with problems you may encounter when installing, logging into, or running

Introduction 3-3Troubleshooting* Microsoft is a registered trademark of Microsoft Corp.† Windows NT is a registered trademark of Microsoft Corp.Th

3-4 IntroductionTroubleshootingSQL Server Error Messages 1This table lists the SQL server error messages.Error Message Corrective ActionError: 1105, S

Introduction 3-5TroubleshootingData Import Service Messages 1This table lists the data import service messages.Error Messages Corrective ActionThe s

3-6 IntroductionTroubleshootingOBDC Error Messages 1This table lists the OBDC error messages.DB-Library Error Messages 1This table lists the DB-Librar

Introduction 3-7TroubleshootingLog-in Error Messages 1This table lists the DB-Library error messagesService Affecting Automated Procedures 1This sec

3-8 IntroductionTroubleshootingDatabase Maintenance Procedures 1CentreVu Explorer contains built in database maintenance procedures designed to keep t

NT Server Connection Assistance A-1ACentreVuExplorerAppendix A 1NT Server Connection Assistance 1The following sections provide assistance in connect

A-2 NT Server Connection AssistanceAppendix AEstablishing Server Network Connection 1Hardware 1Communication between CentreVu Explorer and CentreVu C

NT Server Connection Assistance A-3Appendix ACentreVu Explorer Server Identification 1Select the Identification tab in the Network Administration wind

NO POSTAGENECESSARYIF MAILEDIN THEUNITED STATESDo Not Tear — Fold Here First--------------------------------------------------------------------------

A-4 NT Server Connection AssistanceAppendix ACentreVu Explorer Protocol Assignment 1The Ethernet or Token Ring assignments must be made to successful

NT Server Connection Assistance A-5Appendix ASelect the TCP/IP Protocol item from the Protocols tab of the Network dialog box. The following window is

A-6 NT Server Connection AssistanceAppendix AThe DNS Server information is configured via the DNS tab. After selecting the DNS tab, the following scr

NT Server Connection Assistance A-7Appendix ASet the adapter to Auto Detect in the Adapters tab.If you are still experiencing problems, contact your n

A-8 NT Server Connection AssistanceAppendix Afinal_manual.book : appendix.fm Page 8 Monday, May 4, 1998 1:00 PM

TOC-iCentreVuExplorerTable of ContentsSoftware Installation 1-1System Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Table of ContentsTOC-ii Explorer Login Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-3Main Menu . . . . . . . .

System Overview 1-11CentreVuExplorerSoftware Installation1System Overview 1CentreVu® Explorer collects data in a Lucent Technologies call center envi