Avaya CMS Supervisor R19 Workbook
Avaya CMS Supervisor R19 Workbook
Avaya CMS Supervisor R19 Workbook
A
TABLE
OF CONTENTS
SECTION 1 INTRODUCTION TO CMS SUPERVISOR...................................... 1
1.1 PURPOSE ............................................................................................. 1
1.2 SECTION OBJECTIVES .............................................................................. 1
1.3 HIGH LEVEL OVERVIEW OF AVAYA CMS SUPERVISOR..................................... 1
1.4 STARTING CMS SUPERVISOR .................................................................... 2
SECTION 2 LOGGING IN/OUT OF CMS SUPERVISOR ................................... 3
2.1 PURPOSE ............................................................................................. 3
2.2 SECTION OBJECTIVES .............................................................................. 3
2.3 AUTOMATIC LOGIN TO THE CMS SERVER .................................................... 3
2.4 LOGGING OUT OF THE CMS SERVER .......................................................... 4
2.5 THE CONTROLLER WINDOW ..................................................................... 4
2.5.1 SUPERVISOR CONTROLLER WINDOW .................................................... 4
2.5.2 MENU BAR ..................................................................................... 5
2.5.3 TOOL BAR ICON OPTIONS REVIEW ....................................................... 5
2.5.4 STATUS BAR AND STATUS INIDCATORS .................................................. 6
SECTION 3 RUNNING A REPORT ................................................................ 7
3.1 PURPOSE ............................................................................................. 7
3.2 SECTION OBJECTIVES .............................................................................. 7
3.3 REPORT TYPES ...................................................................................... 7
3.4 REVIEW OF THE AGENT WORK STATES ......................................................... 8
3.5 RUNNING A CMS REPORT ........................................................................ 9
3.5.1 SELECT A REPORT ............................................................................. 9
3.5.2 COMPLETING THE INPUT WINDOW .................................................... 12
3.6 EXITING OR RESTARTING A REPORT .......................................................... 13
SECTION 4 REAL TIME REPORTS .............................................................. 14
4.1 PURPOSE ........................................................................................... 14
4.2 SECTION OBJECTIVES ............................................................................ 14
4.3 OVERVIEW OF REAL TIME REPORTS .......................................................... 14
4.4 HOW TO RUN A REAL TIME REPORT ......................................................... 14
4.4.1 SORTING ...................................................................................... 15
4.4.2 THRESHOLD SETTINGS ..................................................................... 17
4.5 DRILLING DOWN IN REAL TIME REPORTS ................................................... 18
B
4.6 CHANGING AGENT SKILLS WITHIN A REPORT .............................................. 20
4.7 EXAMPLE OF A REAL TIME REPORT SPLIT/SKILL STATUS ................................ 22
SECTION 5 HISTORICAL REPORTS............................................................. 24
5.1 PURPOSE ........................................................................................... 24
5.2 SECTION OBJECTIVES ............................................................................ 24
5.3 OVERVIEW OF HISTORICAL REPORTS......................................................... 24
5.4 ORGANIZATION OF HISTORICAL REPORTS ................................................... 24
5.5 HISTORICAL AGENT REPORTS .................................................................. 25
5.5.1 RUNNING AGENT REPORTS ............................................................... 26
5.5.2 EXAMPLE OF THE AGENT SPLIT/SKILL DAILY REPORT .............................. 27
5.5.3 EXAMPLE OF THE TRACE BY LOCATION REPORT...................................... 27
5.5.4 EXAMPLE OF THE AGENT GROUP SUMMARY DAILY REPORT ..................... 27
5.6 HISTORICAL SPLIT/SKILL REPORTS ............................................................ 28
5.6.1 EXAMPLE OF THE SPLIT/SKILL DAILY REPORT ........................................ 29
5.6.2 EXAMPLE OF THE SPLIT/SKILL SUMMARY DAILY REPORT .......................... 29
5.6.3 EXAMPLE OF THE SPLIT/SKILL SUMMARY INTERVAL REPORT ..................... 30
5.6.4 EXAMPLE OF THE SPLIT/SKILL CALL PROFILE DAILY REPORT ...................... 30
5.7 HISTORICAL VDN REPORTS .................................................................... 31
5.7.1 EXAMPLE OF THE VDN (SKILL) DAILY REPORT....................................... 31
5.7.2 EXAMPLE OF THE VDN (SKILL) INTERVAL REPORT .................................. 32
5.8 TIME ZONE OFFSETS IN HISTORICAL REPORTS ............................................. 32
SECTION 6 INTEGRATED REPORTS ........................................................... 33
6.1 PURPOSE ........................................................................................... 33
6.2 SECTION OBJECTIVES ............................................................................ 33
6.3 OVERVIEW OF INTEGRATED REPORTS ........................................................ 33
6.3.1 EXAMPLE OF THE AGENT GRAPHICAL INFORMATION REPORT .................... 33
6.3.2 EXAMPLE OF THE SPLIT/SKILL COMPARISON REPORT .............................. 34
6.3.3 EXAMPLE OF THE SPLIT/SKILL COMPARISON REPORT .............................. 35
6.3.4 EXAMPLE OF THE GRAPHICAL SPLIT/SKILL VIEW REPORT ......................... 35
SECTION 7 EXPORTING REPORT DATA ..................................................... 36
7.1 PURPOSE ........................................................................................... 36
7.2 SECTION OBJECTIVES ............................................................................ 36
7.3 EXPORTING REPORT DATA TO CLIPBOARD ................................................. 36
7.4 EXPORTING REPORT DATA TO FILE ........................................................... 37
SECTION 8 DICTIONARY........................................................................... 39
C
8.1 PURPOSE ........................................................................................... 39
8.2 SECTION OBJECTIVES ............................................................................ 39
8.3 OVERVIEW OF DICTIONARY .................................................................... 39
8.4 ABOUT DICTIONARY ............................................................................. 39
8.5 STARTING DICTIONARY .......................................................................... 40
8.6 DICTIONARY OPERATIONS TAB ................................................................ 40
8.7 DICTIONARY OPERATIONS INPUT WINDOW ................................................ 42
8.8 CREATING AGENT GROUPS..................................................................... 43
SECTION 9 EXCEPTIONS ........................................................................... 45
9.1 PURPOSE ........................................................................................... 45
9.2 SECTION OBJECTIVES ............................................................................ 45
9.3 OVERVIEW OF EXCEPTIONS .................................................................... 45
9.4 USING THE EXCEPTIONS COMMAND ......................................................... 46
9.5 STARTING EXCEPTIONS .......................................................................... 46
9.6 GENERAL RULES FOR ADMINISTERING EXCEPTIONS ...................................... 47
9.7 SETTING THE EXCEPTIONS CONDITIONS ..................................................... 48
9.8 EXCEPTIONS REPORTS TAB ..................................................................... 49
9.9 EXCEPTION REPORT INPUT WINDOWS ...................................................... 49
9.10 REAL TIME EXCEPTION LOG .................................................................... 50
SECTION 10 AGENT ADMINISTRATION .................................................... 52
10.1 PURPOSE ........................................................................................... 52
10.2 SECTION OBJECTIVES ............................................................................ 52
10.3 OVERVIEW OF AGENT ADMINISTRATION.................................................... 52
10.4 STARTING AGENT ADMINISTRATION ......................................................... 53
10.5 AGENT ADMINISTRATION WITH EAS FEATURE LIST ...................................... 53
10.6 INPUT WINDOW DISPLAYS ..................................................................... 54
10.6.1 ACTIVATE AGENT TRACE .................................................................. 54
10.6.2 LIST AGENTS TRACED ...................................................................... 55
10.6.3 CHANGING AGENT SKILLS ................................................................. 56
10.6.4 CREATING OR APPLYING AN AGENT TEMPLATE ...................................... 59
10.6.5 MULTI-AGENT SKILL CHANGES .......................................................... 60
SECTION 11 OPTIONS .............................................................................. 63
11.1 PURPOSE ........................................................................................... 63
11.2 SECTION OBJECTIVES ............................................................................ 63
11.3 OVERVIEW OF OPTIONS......................................................................... 63
D
11.4 OPTIONS NOT LOGGED INTO THE CMS SERVER .......................................... 64
11.5 OPTIONS LOGGED INTO THE CMS SERVER ................................................. 65
SECTION 12 EDITING THE TOOLBAR ........................................................ 70
12.1 PURPOSE ........................................................................................... 70
12.2 SECTION OBJECTIVES ............................................................................ 70
12.3 ADDING A BUTTON TO THE TOOLBAR........................................................ 70
12.4 EDITING A BUTTON ON THE TOOLBAR ....................................................... 73
12.5 REMOVING A BUTTON FROM THE TOOLBAR ............................................... 73
12.6 REARRANGING A BUTTON ON THE TOOLBAR ............................................... 74
SECTION 13 SCRIPTING ............................................................................ 75
13.1 PURPOSE ........................................................................................... 75
13.2 SECTION OBJECTIVES ............................................................................ 75
13.3 OVERVIEW OF SCRIPTING ....................................................................... 75
13.4 HOW TO USE SCRIPTING ........................................................................ 75
13.4.1 CREATING A SCRIPT FROM THE REPORT MANAGER ................................. 76
13.4.2 CREATING A SCRIPT FROM INSIDE A REPORT ......................................... 77
13.4.3 MODIFYING A SCRIPT FILE ................................................................ 79
13.4.4 MAKING A SCRIPT DESKTOP ICON ...................................................... 79
SECTION 14 AVAYA CMS SUPERVISOR HELP ............................................ 81
14.1 PURPOSE ........................................................................................... 81
14.2 SECTION OBJECTIVES ............................................................................ 81
14.3 HOW TO USE HELP ............................................................................... 81
E
Avaya CMS R19 Supervisor Workbook
Section 1
Introduction to Avaya CMS Supervisor
1.1 Purpose
This section introduces the Call Center manager and supervisor to a high-level overview of the
functionality of the Avaya CMS Supervisor software.
The data tracked includes caller identification, service parameters, internal call transfers,
outgoing calls, and agent statistics. Real-time reports can be updated as often as every 3
seconds. Historical reports are available by interval, daily, weekly, or monthly summaries.
Integrated reports include data from any starting point in the last 24 hours up to and including
the moment the report is generated.
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Section 2
Logging In/Out of CMS Supervisor
2.1 Purpose
This section walks you through logging in/out of the CMS Server and exiting Supervisor. It also
describes the Controller Window and instructs you how to navigate through various toolbars .
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2. Click on the Logout button on the toolbar or select Exit from the Connect menu. The
application will prompt you “You are currently logged in. Are you sure you want to exit?”
Select “Yes” to log off the server and to close the Supervisor application.
Menu Bar
Tool Bar
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CMS System Setup – Allows you to view and modify information relevant to how the CMS and
switch were configured during installation.
Maintenance – Indicates the Maintenance tool used to perform routine maintenance of the
CMS, including backing up data, checking on the status of the connection to the switch, and
scanning of the error log.
User Permissions – Indicates the Users Permissions tool where the CMS Administrator defines
CMS user IDs and access capabilities each user will have.
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Section 3
Running a CMS Report
3.1 Purpose
This section explains how to run CMS and other specialized reports.
Real Time Reports: The data in these reports are updated based on the refresh rate that is set
on the report input window (minimum is 3 seconds). When the current interval changes, all
cumulative data is cleared and Avaya CMS begins counting cumulative data again starting from
zero.
Historical Reports: There are four types of historical reports offered in CMS:
• Interval – Provides statistics by pre-determined system intervals. These reports can be
generated once the interval has completed or for an entire day. This type of data is
typically stored for 31 days and can be stored up to 62 days.
• Daily – Provides a summary of daily activity. These reports are available on the day
following the day the data was collected (the default time is 12:35 AM the following
day). This type of data is typically stored for 387 days and can be stored up to 5 years.
• Weekly – Provides a summary of weekly activity. These reports are available after the
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last day of the week has been archived (the default time is 2:35 AM the following
Sunday, if the first day of the week is Sunday). This type of data is typically stored for 53
weeks and can be stored up to 10 years. NOTE! When running weekly reports, you must
enter the first day of the week into the Date input window.
• Monthly – Provides a summary of monthly activity. These reports are available on the
first day of the following month (the default time is 4:35 AM on the first day of the
following month). This type of data is typically stored for 13 months and can be stored
up to 10 years. NOTE! When running monthly reports, you must enter the first day of
the calendar month into the Date input window.
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MANUAL-IN mode any time a station does not have a call active or on hold.
DACD – The agent is on a direct-agent ACD call.
DACW – The agent is in the after-call work state for a direct agent ACD call.
OTHER – On agent reports, the agent has put a call on hold, is dialing to place a call or activate
a feature or has a non-ACD call ringing. On split/skill reports, the agent has a call for that skill
on hold, is dialing to place a call or activate a feature or has a non-ACD call ringing. In a multi-
skill environment, OTHER displays on real-time reports when the multi-skilled agent is doing
work for a skill other than the skill being viewed.
RINGING – The time a call rings at an agent’s voice terminal after leaving the queue and before
the agent answers the call. This time is part of the average speed of answer (ASA).
UNKNOWN – CMS does not recognize the agent’s current state. UNKNOWN remains until the
condition is cleared (corrected) and/or the agent completes the current ACD call and any
associated ACW, or a current agent state message is sent to Avaya CMS from the switch.
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2. From the Report Selector window, choose the tab corresponding to the desired type of
report (Real Time, Historical, or Integrated).
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5. Select the ACD for which you want to run the report (if applicable) and then click on “OK”
or double-click on the report name.
Please Note: In addition to the reports listed in the Report Selector window, reports are
also located in the Dictionary – Reports tab, Exceptions – Reports tab, Call Center
Administration – Reports tab, and Maintenance – Reports tab. The Reports tab under
Agent Administration is not used.
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2. Press the Browse button to view all available inputs. The Browse button serves as a
“list all” to view and select the input needed.
3. Click on the drop-down menu button to choose from a list of the last 10 items you have
selected.
Historical
Input Field Drop Down
Browse
Button
Historical Reports
introduce a date
range Input field.
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Section 4
Real Time Reports
4.1 Purpose
This section will familiarize the learner with Real-Time Reports and Input Windows required to
run Real Time reports.
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Step 2: Fill in the input field(s). Input fields are where you specify the information for which
you are running the report.
To complete the input field, you can do any of the following:
• Type in the name or number of input requested. Please note that Dictionary names are
case sensitive.
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Step 3:
If you chose the Browse button, this screen will appear:
• Select the skill you want from the list and click on OK to get back to the report window,
and then OK again to run the report.
Step 4:
From the report screen you can perform the following functions:
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4.4.1 Sorting
Right click on any of the headers, such as “Agent Name”, and select “Sort by” from the sub-
menu. This will:
• Allow sorting by the category selected e.g., “Agent Name”.
• Allow sorting in ascending or descending order.
When done with the selections for sorting, click on “Apply” and then “OK’.
click on “OK”.
Arrow up or down to
choose a work mode
for which you want to
set the threshold.
Low Warning/Caution: Notification when a threshold of less than “x” has been triggered, such
as when an agent’s talk-time is less than 10 seconds, a possible indicator that a queue has been
cleared.
High Caution/Warning: Notifies user that a threshold has been met and/or exceeded. An
example would be if an agent’s AUX-time exceeded a break or meal time frame.
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You can also right click on any Agent Name, and select “Integrated Graphical Agent
Information”. This report combines both Real Time and Historical information cumulative since
Midnight of that day.
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Click on the number in the left- The interrupt type is for skills
hand column. This will highlight which allow ACD calls to be
the entire row and enable you offered to agents while in an
to choose from Add, Delete, or AUX state. This is driven from
Make Top Skill. CM programming.
that changes the skill assignments for up to 50 agents at a time (depending on how many
digits are used in the dial plan).
statistics for a specific split/skill. Select the Reports Tab from the Controller Window and
then make sure the ACD is correct, chose the Split/Skill Category and chose the Graphical Status
report, then click on OK or just double click on the report name.
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Set up the input window with the appropiate information and click OK:
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Section 5
Historical Reports
5.1 Purpose
The following section will familiarize the learner with Historical Reports and Input Windows
required to run reports.
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• Monthly – Display provides one line per month, is run by entering the first day of the
month, and can only be run when the month is completed.
• Data is stored based on type. Historical reports can be run for the following timeframes
(be sure to check with your CMS system administrator for your company’s storage
capabilities):
➢ Interval: 31 Days
➢ Daily: 387 Days
➢ Weekly: 53 Weeks
➢ Monthly: 13 Months
• When running a report, input fields will need to be completed to determine specific
data to be retrieved. When the field is plural, you can enter multiples of the
requirement. When the field is singular, you can only enter a single item for that
requirement. For example, when retrieving a Split/Skill report, the field may show:
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All input windows give the option The input window tells you the
to send directly to the printer or specific printer designated for your
view it on the screen. If “Print reports and gives the standard
Report on:” is selected, the report printer setting options when
will not be displayed to your PC. pressing the printer icon button
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many (up to 99) or as few agents as needed so that reports can be ran for individual sections or
teams of agents within an overall department or company.
This report is very helpful for Team Leaders or Supervisors that need to see only their specific
agent’s activities. Please note for very large groups (over 99 members) a Skill(s) based report is
recommended.
Historical Agent Agent Group Summary Daily:
Avaya CMS Supervisor Split/Skill Reports give you access to specific information about your
business. For example, you can obtain information about:
• Every split/skill activity and the date it occurred for a particular skill, detailing the
agents assigned with that skill in the Split/Skill Daily Report.
• An individual split/skill’s performance by interval for the business hours of operation in
the Split/Skill Summary Interval Report.
• How an individual split/skill performs day by day in the Split/Skill Summary Daily Report.
• How an individual Split/Skill performed against the business requirements in the
Split/Skill Call Profile Daily Report.
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Agent
Names listed
here
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Section 6
Integrated Reports
6.1 Purpose
This section will familiarize the learner with Integrated Reports.
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Section 7
Exporting Report Data
7.1 Purpose
The purpose of this section is to instruct the learner to export data from reports to be used by
other software applications.
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From this point, you can manipulate the data, create custom fields, calculations, or formulas,
and create continuous worksheets and graphs day by day, week by week, or month by month.
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Once everything is set as you need, click on OK, you will see a confirmation window indicating
how many records have been “saved”. The following steps show exporting the data to an Excel
spreadsheet. However, the file could also be imported to a database software application for
managing daily to monthly call volume statistics.
1. Open Microsoft Excel
2. In the Excel spreadsheet place cursor on upper left corner or on the specific cell you want
to populate.
3. Select File/Open, and select the file you just exported. You will see the following screen:
4. This is the Text Import Wizard in Excel. You will need to walk through the Wizard by
selecting the Next button to determine column widths and formats for each column. This
allows you to format each column based on your database or excel requirements. (Please
see the Excel help screens for specifics to importing files.)
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Section 8
Dictionary
8.1 Purpose
This section instructs you in using the Operations tabs in the Avaya CMS Supervisor Dictionary.
It also gives you information on performing tasks that are specific to the Dictionary command .
• Globally search for anything in Dictionary subsystem and search for patterns from any
data entry field.
• Obtain a report on most parts of the Dictionary subsystem.
1. Choose Dictionary from the Commands menu, or, Select the Dictionary Button on the
toolbar.
2. The Dictionary window appears. You can select from the following tabs:
• Operations: To edit Dictionary items.
• Reports: To create a list of Dictionary items that can be viewed or printed.
The above screen shows the Dictionary Operations window available in Supervisor.
Splits/Skills, Standard CMS Items, Trunk Groups, String Values, VDNs, and Vectors are not
shown in the visible window area when the window first opens. Use the scroll bar to the
right of the Operations list box to display these options.
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ACD administration.
• Agent Groups – Used to create and name, copy, or delete agent groups. Use this
window to add, delete, or list the agents in a group.
• Agent String Values – Used to modify the descriptive words, dealing with agent states,
which appear as field values on reports. For example, you may modify names of states
such as “ACD,” “ACW,” or “AVAIL” so that they display as “On Call”, “Wrap-Up”, and
“Ready”.
• Announcements – Used to assign names to announcements.
• AUX Reason Codes – Used to assign names to AUX reason codes. AUX reason codes
enable a call center to track an agent’s time more precisely when the agent is in the
AUX state.
• Calculations – Used to define names for calculations that are used in reports on Avaya
CMS. Caution! Please do not alter any calculations without consulting with your CMS
System Administrator. Any changes to standard calculations would change the way CMS
presents the data on multiple reports.
• Call Work Codes – Used to assign names to call work codes.
• Constants – Used to define items with fixed numerical values that you can enter into
the database and use in custom reports.
• Custom Items – Used to define your own database items that are stored in their own
tables within the CMS database.
• Generic String Values – Used to enter a character for Yes or No that you want to appear
on custom reports.
• Global Search – Used to search for anything in Dictionary (e.g. Login ID).
• Location IDs – Used to assign a number to a port network, including voice terminals and
trunks.
• Login Identifications – Used to assign agent names to CMS login IDs.
• Logout Reason Codes – Used to assign names to logout reason codes. These codes
enable an agent to specify the reason for logging out, such as the end of a shift or
training.
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• Split/Skill String Values – Used to modify the descriptive words (that appear as field
values) on Split/Skill Call Profile Reports.
• Splits/Skills – Used to assign names to your ACD splits or skills (to make your reports
easier to identify and read).
• Standard CMS Items – Used to display the names of columns in CMS database tables.
CMS uses the database tables to collect, store, and retrieve report information.
• Trunk Groups – Used to assign names to your trunk groups (to make your reports easier
to identify and read).
• Trunk String Values – Used to modify the descriptive words (that appear as field values)
on trunk reports.
• VDNs – Used to assign names to VDNs so that names, instead of VDN numbers, appear
on VDN reports and administration windows.
• Vectors – Used to assign names to vectors so that names, instead of vector numbers,
appear on vector reports and administration windows.
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5. Click on Actions and select Add from the drop-down menu, or, select the Add button
on the toolbar.
6. Once added, click on Actions, and select Get Contents from the menu, or select the Get
Contents button on the toolbar. The Dictionary Agent Groups-Get Contents window
displays:
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7. Type the Login IDs of the agents you want to add to this group in the text box (there is no
Browse button for this section). Please note the recommended max amount of agents in an
Agent Group is 99.
8. Click on Actions and select Add from the drop-down menu, or, select the Add button
on the toolbar.
9. When the last agent login ID is added to the desired group, close the window.
NOTE: When entering login IDs, type a dash “-“ if in a range (example: 2009-2015), or a semi
colon “;” if not in sequence (example 2035;2037). You can use a combination of both as
displayed in the example above.
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Section 9
Exceptions
9.1 Purpose
This section teaches you how to use the Operations and Reports tabs in the Exceptions
command. It also gives you information on performing tasks that are specific to the Exceptions
command.
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3. Uncheck the box “Use Sound”. This will stop the Exception notifications from being audible
alerts using your Windows Notifications Alert sound.
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2. The Exceptions Window appears. You will see the following tabs:
• Operations
• Reports
The following graphic display shows the Exceptions Operations available in Avaya CMS
Supervisor.
When you select an item from the Exceptions Operations list, an input window displays.
Below is an example of one of the input windows that you will see. Note: you can set
exceptions for more than one data item at a time. To do this, use the Browse button to list
all available choices and select the ones needed.
Menu Bar
Input Field
Exceptions
Active Box History List
Exceptions
Time Limit
Field List of
Exception
Types
Exceptions
Threshold Limit
Field
Current ACD
particular exception can occur ten times before you will be notified. On the eleventh
occurrence, you will receive an exceptions notification.
4. When you are done setting the thresholds, select Add from the Actions menu, or select the
1. Select Exceptions from the Commands menu or select the Exceptions button on the
toolbar.
2. Select the Reports Tab.
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3. Select the type of exceptions reports you want to run. The report input window displays.
Below is an example of an input window:
History Lists
Destination Options
Selected ACD
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Section 10
Agent Administration
10.1 Purpose
This section teaches you how to use the Operations and Reports tabs in the Agent
Administration command. It also teaches you how to perform tasks that are specific to the
Agent Administration command.
• Add agents to, remove agents from, or move agents (extensions) between splits/skills.
• Change an agent’s assigned skills or change one skill for as many as 50 agents
simultaneously (depending on how long the agent extensions are).
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1. Select Agent Administration from the Commands menu, or, select the Agent
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4. From the Agent names or logins list box, enter or select the name or the login ID of the
agent for whom you want to start or stop a trace.
Find One
Modify the List All Matching Entries of the input
Entry
Radio buttons
to turn Tracing Input Window
on or off. Browse Buttons
5. To start an agent trace, select the On option. To stop an agent trace, select the Off option.
6. Select Modify from the Actions menu or select the Modify button on the toolbar.
2. Select the ACD that the agent traces reside on from the ACD list box.
3. Choose List Agents Traced from the Operations list box and then click on OK.
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4. Type in the names or numbers of the agents you want to list, or use the Browse button ,
or the drop-down list to select agents to list. Leave this field blank to list all agents for
which there is trace data.
Browse Buttons
Input Windows
5. Type in the date(s) you want to include on the list or use the Browse button . Leave this
field blank to list all agents for which there is trace data.
6. Select List all from the Actions menu or select the List all button on the toolbar to list
information on all agents and dates you entered.
7. Select Find one from the Actions menu, select the Find One button on the toolbar.
Use the Change Agent Skills window to view an agent’s or template’s current skill
assignments or to change one or more skills and the associated skill type or skill level (1-16)
for any Communications Manager with Expert Agent Selection Preference Handling
Distribution and also Reserve 1 and Reserve 2 if Avaya Business Advocate is optioned .
You may also use the Change Agent Skills window to apply an agent template to a group of up
to 50 agents (depending on how many digits are utilized in the dial plan). One may use
Scripting to run a script that changes the skill assignments for up to 50 agents at a time. For
additional information on automating agent administration actions, see Scripting, Chapter 13.
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To change the skills and the associated skill level/type, do the following:
1. Select the Agent Administration button or click on Commands then select Agent
Administration from the Command Bar.
2. In the ACD field, select the ACD for which you want to change agent skills. Then select
Change Agent Skills and click on OK.
3. The Select Agent / Template window appears. On the Select Agent/Template window, type
the Agents login ID number, or template/agent whose skills you want to view, or select the
login ID from the drop-down list, or click on the browse button and select the agent’s
name. Then click ok.
Browse Window
Agent ID or
name Browse Buttons
Historical List
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4. The skills for the agent you named in the previous window, along with the associated skill
levels, are displayed in the Assigned Skills box. To change which calls an agent gets first,
select Skill Level, Greatest Need, or Percent Allocation under Call Handling Preferences. The
concept of “Top Skill” and the levels associated with skills are significant only for agents
whose call handling preference is “Skill Level”.
5. To change the skill used to queue an agent’s direct agent calls, type the skill name or
number under Agent Skills and Skill Levels, or select the number from the drop-down list. If
the agent has only reserve skills (not on the list) you cannot give that agent a direct agent
skill.
6. To change the level on an already assigned skill, select the level from the drop-down list. If
Skill Level Call Handling is enabled, an arrow icon points to the agent’s top skill. Select a
new skill-level value. Select OK to save your changes or select cancel to ignore your
changes.
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7. To change which skills are assigned to this agent or template, select the skill on the drop-
down list. Assigned skill must have either a skill level or reserve level. To assign one or more
skills, select Add Skill.
8. Choose from the following:
• If using Avaya Business Advocate, to set a new percent allocation, select Percent and
select Yes. If an agent or template already has a reserve level, the Percent field is
blank.
• To make an assigned skill the top skill for this agent, select the skill and select Make Top
Skill.
• To apply your changes to a group of up to 50 agents, select “Use for one or more
agent(s)”, type the agent login IDs, or select the names or login IDs on the drop-down
list, or select Browse. Select OK.
• To change skill assignments for the other agents or templates, select another agent or
template in the Select Agent/Template window and repeat steps 1 through 7.
9. If you are done making changes, select OK to save your changes and exit this procedure.
Note: No changes shown on this window are submitted to the Avaya CMS server until the
OK button on the “Change Agent Skills” window is selected. If a change is pending, a message
tells you that the changes will not be made until the pending conditions are resolved (i.e. if
the agent is on an ACD call or if in ACW). If you are applying changes to a group of up to 50
agents, a status field shows the status of each change.
2. In the ACD field, select the ACD for which you want to change agent skills. Then select
Change Agent Skills and click on OK.
3. To move, add or delete agents from skill to skill, do one of the following steps:
• Select one Agent Name/Agent ID, drag it to the new skill, and release the mouse button.
If you hold down the CTRL key while dragging and dropping the agent name, the agent is
added instead of moved to the destination skill.
• Hold down the CTRL key on your keyboard and select multiple agent names (as many as
32) in one skill, then drag the agents to the new skill and release the mouse button. If
you hold down the CTRL key while dragging and dropping the agent names, the agents
are added instead of moved to the destination skill.
• Hold down the Shift key and select the first agent name and the last agent name in a
range to select those agents listed between the two. Drag the agents (as many as 32) to
the new skill and release the mouse button. If you hold down the CTRL key while
dragging and dropping the agent names, the agents are added instead of moved to the
destination skill.
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A confirmation window shows the agents you moved in the left-hand field, with the agent’s
call handling preference, reserve level, or skill level, service objective, and percent allocation
for the skill (if using Avaya Business Advocate.) The right-hand field shows the from-to skill
information.
4. When Moving or Adding, type a skill-level value for each agent moved/added to this new
skill. If using Avaya Business Advocate, Reserves 1 and 2 are also valid skill levels.
• On the Move Agents between Skills window, select Preserve Original Level, to keep the
agent’s original skill levels. This deactivates the Level field so you cannot type a skill
level or reserve level for the destination skill.
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Section 11
Options
11.1 Purpose
This section teaches you how to use the Options tool to change the setup of the Avaya CMS
Supervisor Application.
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• When not logged into the CMS Server, only the CMS Server tab will appear in the Options
window. This is meant to set up the CMS servers needed to log in to the CMS Client.
Typically this is a one-time set up.
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• General Tab
➢ First Day of Week: This option affects only how the calendar displays for the
individual user, not for the CMS Data collection. It is important to know what the
First Day of the week is so that the Historical Weekly reports are ran appropriately.
➢ Default ACD: This is the ACD that will be the default listed in the multiple function
windows (example: the Reports window). If your environment has multiple ACDs,
make sure the one you spend the most time running reports for is the default.
➢ Use Sound: To provide a sound alert when the Exceptions Indicator box is updated.
The sound you hear is the sound chosen for the exclamation event associated with
your PC (checked by default).
➢ Use Tooltips: To make the tooltips visible. Tooltips are the small boxes that hover
over a toolbar item to let you know what you’re about to select (checked by
default).
➢ Display Taskbar Icon: This box will ensure that the Avaya CMs Supervisor icon will
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Entity box.
2. In the Format box, choose a name format in the drop down box or create your
own using {name} for dictionary Name, {entity} for an entity type, and {number}
for entity number.
• 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.
➢ User ID: The login ID for a CMS user. A User must be specified and password must
be set before any automatic scripts can run. To set this information, click on the
“Set User” button and the “Save as Script - User Information” dialog box will open.
➢ Logging Level: This option group allows the 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.
❖ 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
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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.
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Section 12
Editing the Toolbar
12.1 Purpose
This section instructs you in the creation of buttons, removing buttons, and reorganizing
buttons on the toolbar.
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3. Select the action that the button you are creating will perform. In this example, we are
adding a button to run a report, so highlight Run a Report and click on Next.
4. Select the type of report that will run. In this example, select Real-Time Folder and click on
Next.
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5. The following window displays and allows you to select three items:
• On the left side, highlight the report Category of report you want.
• On the right side, highlight the Report you want to run.
• Select the ACD for which you would like to run the report.
When everything is set as you want, click Next.
6. The following window appears and allows you to customize your button further:
• Description: Type in the Description you want to display in the status bar for this
button.
• Tooltip: Type a one or two word description of the button, which will display as the
tooltip when the mouse cursor is hovering on the top of the button.
• Button Face: Click on “Edit”. A new window opens. Click on the “Clear” button. By using
the left and right mouse button on the list of colors, you are able to click on the grid
and make your own button face and click OK and then click on Finished.
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Right Click
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Section 13
Scripting
13.1 Purpose
The purpose of this section is to explain the basics of creating and modifying scripts.
• From the Report Manager: When a script is created using this method, the script will take
you to the input screen for the report, where you can select the proper input and then run
the report. This method is useful if you frequently run a particular report, but you make
different input selections each time you run it.
• From inside a report that is already displayed on the screen: When a script is created using
this method, the script will actually display the report on the screen, using the same data
input as when the script was created. This method is nice for quickly running a report
where the data input does not change. For example, every day you run a Historical-Skill-
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Summary Interval Report for Skill 55, for the previous day. In this case, the input is always
the same:
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2. A “Save as Script” Window opens. At the bottom of the screen there are two fields:
• File Name: This field will be pre-populated with the name of the report you selected. If
you prefer, you can type in a different file name.
• Save As Type: Identify the script type as interactive. (Very important!)
Once all the items are changed, click on the “Save” button.
_
3. Once the script has been saved, you may access it from the Script menu on your main
Avaya CMS Supervisor Tool Bar.
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automatically sort the report, then also include the sorting before you save the script. Same for
thresholds if you want to add them. Also, if you would like the report to be located in the
upper right-hand corner of your computer screen make sure to position it there prior to
creating the script. Once you have the screen organized, do the following.
1. From within an open report, click on “Reports” and then Script.
4. A “Save as Script” Window opens. At the bottom of the screen there are two fields:
• File Name: This field will be pre-populated with the name of the report you selected. If
you prefer, you can type in a different file name.
• Save As Type: Identify the script type as interactive. (Very important!)
Once all the items are changed, click on the “Save” button.
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5. Repeat this procedure for each report you want displayed on your screen. When you add
each additional report, once you change the type to interactive, you will see the name you
created for the first report. Simply click on the name in the middle of the “Save as Script”
window and it will populate the File Name for you.
Once the script has been saved, you may access it from the Script menu on your main Avaya
CMS Supervisor Tool Bar. This will generate the report/task(s) with the data inputs included
(e.g., skill name or number, refresh rate) in the script.
You may want to have multiple script files for the same report with different data (e.g., Skill
Graphical Status with different skills), or have multiple scripts for the same reports, but sorted
with different criteria.
Once the script file has been saved, you may also create a shortcut and place it on your
desktop by following the standard windows procedure for creating and moving shortcuts
(see instructions below).
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Section 14
Avaya CMS Supervisor Help
14.1 Purpose
This section explains how to use Help screens in CMS.
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Under the Contents tab select the topic item such as “Historical Reports”, expand the section.
You can continue to expand each category or section until you find the report you are looking
for. When you reach the report you can:
• Review report header and input window definitions
• Database items – Identifies in which CMS tables the items are located
• Calculations – Specifically identifies the calculation in which the formulas are written.
NOTE: All items within the Avaya CMS Supervisor Help function are for the Standard reports
loaded during the installation of the Communications Manager and Avaya Call Management
System equipment. Custom Reports that are not standard reports will not reflect any
information as to description(s) and/or calculation(s), dependent upon whether the designer of
the custom reports manually updated the CMS with that information.
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