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Lucent Technologies Centrevu Report Designer Version 8 User Guide
Lucent Technologies Centrevu Report Designer Version 8 User Guide
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CentreVuâ Report Designer Version 8 User Guide 585-210-930 Comcode 108502196 Issue 1 December 1999
Copyright Ó 1999, Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in sub- stantial additional charges for your telecommunications services. You and your system manager are responsible for the security of your sys- tem, such as programming and configuring your equipment to prevent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration documents provided with this product in order to fully understand the features that can intro- duce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication ser- vices or facilities accessed through or connected to it. Lucent Technolo- gies will not be responsible for any charges that result from such unauthorized use. Lucent Technologies Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1-800-643-2353. Federal Communications Commission Statement Part 15: Class A Statement. This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commer- cial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communica- tions. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense. Part 15: Class B Statement. This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses, and can radiate radio-frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures: • Reorient the receiving television or radio antenna where this may be done safely. • To the extent possible, relocate the receiver with respect to the telephone equipment. • Where the telephone equipment requires ac power, plug the telephone into a different ac outlet so that the telephone equip- ment and receiver are on different branch circuits.Part 15: Personal Computer Statement. This equipment has been certi- fied to comply with the limits for a Class B computing device, pursuant to Subpart J of Part 15 of FCC Rules. Only peripherals (computing input/ output devices, terminals, printers, etc.) certified to comply with the Class B limits may be attached to this computer. Operation with noncertified peripherals is likely to result in interference to radio and television recep- tion. Part 68: Answer-Supervision Signaling. Allowing this equipment to be operated in a manner that does not provide proper answer-supervision sig- naling is in violation of Part 68 rules. This equipment returns answer- supervision signals to the public switched network when: • Answered by the called station • Answered by the attendant • Routed to a recorded announcement that can be administered by the CPE user This equipment returns answer-supervision signals on all DID calls for- warded back to the public switched telephone network. Permissible exceptions are: • A call is unanswered • A busy tone is received • A reorder tone is received Canadian Department of Communications (DOC) Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications. Le Présent Appareil Nomérique n’émet pas de bruits radioélectriques dépassant les limites applicables aux appareils numériques de la class A préscrites dans le reglement sur le brouillage radioélectrique édicté par le ministére des Communications du Canada. TrademarkslDEFINITY is a registered trademark of Lucent Technologies.lCentreVu is a registered trademark of Lucent Technologies.lCONVERSANT is a registered trademark of Lucent Technologies.lInformix is a registered trademark of Informix Software, Inc.lIntel is a registered trademark of Intel. lMicrosoft, MS, MS-DOS, Windows, Windows 95, Windows NT, and Access are registered trademarks of Microsoft Corporation. lOpenLink is a trademark of OpenLink Software.lCrystal Reports is a trademark of SeaGate Software.lSolaris is a trademark of Sun Microsystems, Inc.lSPARC trademarks, including the SCD compliant logo, are trademarks or registered trademarks of SPARC International, Inc. SPARCstation, SPARCserver, SPARCengine, SPARCworks, and SPARCompiler are licensed exclusively to Sun Microsystems, Inc. Products bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems, Inc. lSun and Sun Microsystems are trademarks or registered trademarks of Sun Microsystems, Inc. lUltra Enterprise 3000 and Ultra 5 are trademarks of Sun Microsystems, Inc. lUNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open Company Limited. lAll other products mentioned herein are the trademarks of their respective owners.
Ordering Information Call: Lucent Technologies Publications Center Voice: 1-800-457-1235 International Voice: 317-322-6416 Fax: 1-800-457-1764 International Fax: 317-322-6699 Write: Lucent Technologies BCS Publications Center 2855 N. Franklin Road Indianapolis, IN 46219 Order: Document No. 585-210-930 Comcode 108502196 Issue 1, December 1999 You can be placed on a Standing Order list for this and other documents you may need. Standing Order will enable you to automatically receive updated versions of individual documents or document sets, billed to account information that you provide. For more information on Standing Orders, or to be put on a list to receive future issues of this document, please contact the Lucent Technologies Publications Center. War ra n ty Lucent Technologies provides a limited warranty on this product. Refer to the “Limited use Software License Agreement” card provided with your package. European Union Declaration of Conformity Lucent Technologies Business Communications Systems declares that XXX equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive 89/336/EEC Low Voltage Directive 73/23/EEC The “CE” mark affixed to the equipment means that it conforms to the above Directives. Disclaimer Intellectual property related to this product (including trademarks) and registered to AT&T Corporation has been transferred to Lucent Tech- nologies Incorporated. Any references within this text to American Telephone and Telegraph Corporation or AT&T should be interpreted as references to Lucent Tech- nologies Incorporated. The exception is cross references to books pub- lished prior to December 31, 1996, which retain their original AT&T titles. Heritage Statement Lucent Technologies—formed as a result of AT&T’s planned restructur- ing—designs, builds, and delivers a wide range of public and private net- works, communication systems and software, consumer and business telephone systems, and microelectronics components. The world- renowned Bell Laboratories is the research and development arm for the company. Comments To comment on this document, return the comment card at the front of the document. Acknowledgment This document was developed by Lucent Technologies Global Learning Solutions Organization.
Table of Contents CentreVu® Report Designer Version 8 User Guide CentreVu® Report Designer Version 8 User Guide iii 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 About the Report Designer . . . . . . . . . . . . . . . 1-1 About the Report Wizard . . . . . . . . . . . . . . . . 1-3 Contents of This Document . . . . . . . . . . . . . . . 1-4 Conventions Used in This Document . . . . . . . . . . . 1-6 Related Documents . . . . . . . . . . . . . . . . . 1-7 2 Using the Report Wizard . . . . . . . . . . . . . . . . . . . . . . . 2-1 About the Report Wizard . . . . . . . . . . . . . . . . 2-1 How the Report Wizard Works . . . . . . . . . . . . 2-1 Starting the Report Wizard . . . . . . . . . . . . . . . 2-5 Toolbar Button . . . . . . . . . . . . . . . . . 2-5 Report Selector Window . . . . . . . . . . . . . . 2-6 Creating a New Report . . . . . . . . . . . . . . . . 2-7 Selecting a Report Type Page. . . . . . . . . . . . . 2-8 Selecting a Report Layout Page . . . . . . . . . . . . 2-10 Defining a Report Layout Section(s) . . . . . . . . . . 2-13 Selecting the Table Format . . . . . . . . . . . . . 2-21 Changing Input Captions . . . . . . . . . . . . . . 2-26 Saving the Report . . . . . . . . . . . . . . . . 2-27 Finishing the Report . . . . . . . . . . . . . . . . 2-29 3 Using the Report Manager . . . . . . . . . . . . . . . . . . . . . . 3-1 Introduction . . . . . . . . . . . . . . . . . . . . 3-1 About the Report Manager . . . . . . . . . . . . . . . 3-2 Viewing or Changing a Report’s Properties . . . . . . . . . 3-3 Copying a Report to the Designer Category . . . . . . . . . 3-4 Copying a Designer Report to a File . . . . . . . . . . . . 3-7 Copying a Designer Report from a File . . . . . . . . . . . 3-9 Deleting a Report from the Designer Category . . . . . . . . 3-11 Opening the Report Designer Using the Edit or New Button . . . . 3-12
CentreVu® Report Designer Version 8 User Guide iv 4 Report Designer Basics . . . . . . . . . . . . . . . . . . . . . . . 4-1 Introduction . . . . . . . . . . . . . . . . . . . . 4-1 Starting the Report Designer . . . . . . . . . . . . . . 4-2 Exiting the Report Designer. . . . . . . . . . . . . . . 4-3 Report Designer Menus . . . . . . . . . . . . . . . . 4-4 Menu Bar . . . . . . . . . . . . . . . . . . . 4-4 Other Attributes of the Design Mode Window . . . . . . . 4-10 Online Access to Database Definitions . . . . . . . . . 4-10 Steps Required to Create a New Report . . . . . . . . . . . 4-11 Steps Required to Edit an Existing Report . . . . . . . . . . 4-13 5 Design Mode Basics . . . . . . . . . . . . . . . . . . . . . . . . 5-1 Introduction . . . . . . . . . . . . . . . . . . . . 5-1 Copying an Item and Pasting the Item Into the Same Report . . . . 5-2 Copying an Item from One Report and Pasting the Item Into Another Report . . . . . . . . . . . . . . . . . 5-3 Cutting an Item from the Report . . . . . . . . . . . . . 5-4 Deleting an Item from the Report . . . . . . . . . . . . . 5-5 Using Drag-and-Drop to Arrange Items on the Report . . . . . . 5-6 Resizing an Item on the Report . . . . . . . . . . . . . 5-7 Selecting and Moving Multiple Items on the Report . . . . . . . 5-8 Changing the Width of a Column in a Table . . . . . . . . . 5-9 Changing the Column Headings . . . . . . . . . . . . . 5-10 Aligning Fields . . . . . . . . . . . . . . . . . . . 5-11 Scale to Page . . . . . . . . . . . . . . . . . . . 5-12 6 Edit | Inputs . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Introduction . . . . . . . . . . . . . . . . . . . . 6-1 About Report Input Fields . . . . . . . . . . . . . . . 6-2 Adding Input Fields to the Input Window . . . . . . . . . . 6-3 Deleting Input Fields from the Input Window . . . . . . . . . 6-8 Editing the Order of Input Fields . . . . . . . . . . . . . 6-9 Editing the Appearance of Input Fields . . . . . . . . . . . 6-10 Setting Up Inputs for a Multi-ACD Report . . . . . . . . . . 6-12 Viewing the Input Window . . . . . . . . . . . . . . . 6-15
CentreVu® Report Designer Version 8 User Guide v 7 Edit | Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 Introduction . . . . . . . . . . . . . . . . . . . . 7-1 Defining Queries for a Report . . . . . . . . . . . . . . 7-2 Creating a Real-Time or Historical Query . . . . . . . . . . 7-3 Creating an Integrated Query . . . . . . . . . . . . . . 7-12 Editing an Existing Real-Time or Historical Query . . . . . . . 7-17 Editing an Existing Integrated Query . . . . . . . . . . . . 7-21 Copying a Query . . . . . . . . . . . . . . . . . . 7-25 Deleting a Query . . . . . . . . . . . . . . . . . . 7-26 8 Insert | Chart. . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 Introduction . . . . . . . . . . . . . . . . . . . . 8-1 Inserting a Chart on a Report . . . . . . . . . . . . . . 8-2 9 Insert | Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1 Introduction . . . . . . . . . . . . . . . . . . . . 9-1 Using the Field Assistant “Select a field type” Window . . . . . 9-2 Inserting an ACD Name Field on the Report . . . . . . . . . 9-3 Inserting Data Item Fields on the Report . . . . . . . . . . 9-4 Inserting Input Value Fields on the Report . . . . . . . . . . 9-5 Inserting Report Data Start Time Field on the Report . . . . . . 9-6 Inserting Time Report Run Field on the Report . . . . . . . . 9-7 10 Insert | Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1 Introduction . . . . . . . . . . . . . . . . . . . . 10-1 Inserting a Table on the Report . . . . . . . . . . . . . 10-2 11 Insert | Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 -1 Introduction . . . . . . . . . . . . . . . . . . . . 11-1 Inserting Text on the Report . . . . . . . . . . . . . . 11-2 12 Format | Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-1 Introduction . . . . . . . . . . . . . . . . . . . . 12-1 Formatting a Chart in a Report . . . . . . . . . . . . . . 12-2 General Tab . . . . . . . . . . . . . . . . . . . . 12-3 General Tab Options . . . . . . . . . . . . . . . . 12-3
CentreVu® Report Designer Version 8 User Guide vi Using the General Tab . . . . . . . . . . . . . . . 12-4 Axis Tab . . . . . . . . . . . . . . . . . . . . . 12-5 Axis Tab Options . . . . . . . . . . . . . . . . . 12-5 Using the Axis Tab . . . . . . . . . . . . . . . . 12-7 Data Tab . . . . . . . . . . . . . . . . . . . . . 12-9 Data Tab Options . . . . . . . . . . . . . . . . . 12-9 Using the Data Tab . . . . . . . . . . . . . . . . 12-9 Data Labels Tab . . . . . . . . . . . . . . . . . . . 12-11 Data Labels Tab Options . . . . . . . . . . . . . . 12-11 Using the Data Labels Tab . . . . . . . . . . . . . . 12-12 Fonts Tab . . . . . . . . . . . . . . . . . . . . . 12-13 Fonts Tab Options . . . . . . . . . . . . . . . . 12-13 Using the Fonts Tab . . . . . . . . . . . . . . . . 12-13 Legend Tab . . . . . . . . . . . . . . . . . . . . 12-15 Legend Tab Options . . . . . . . . . . . . . . . . 12-15 Using the Legend Tab . . . . . . . . . . . . . . . 12-16 Series Labels Tab . . . . . . . . . . . . . . . . . . 12-17 Series Labels Tab Option . . . . . . . . . . . . . . 12-17 Using the Series Labels Tab . . . . . . . . . . . . . 12-17 Title Tab . . . . . . . . . . . . . . . . . . . . . 12-18 Title Tab Options . . . . . . . . . . . . . . . . . 12-18 Using the Title Tab . . . . . . . . . . . . . . . . 12-18 Type Tab . . . . . . . . . . . . . . . . . . . . . 12-20 Type Tab Options . . . . . . . . . . . . . . . . . 12-20 Using the Type Tab . . . . . . . . . . . . . . . . 12-21 3D Effects Tab . . . . . . . . . . . . . . . . . . . 12-22 3D Effects Tab Options . . . . . . . . . . . . . . . 12-22 Using the 3D Effects Tab . . . . . . . . . . . . . . 12-24 13 Format | Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-1 Introduction . . . . . . . . . . . . . . . . . . . . 13-1 Formatting a Table in a Report . . . . . . . . . . . . . . 13-2 General Tab . . . . . . . . . . . . . . . . . . . . 13-3 General Tab Options . . . . . . . . . . . . . . . . 13-3 Using the General Tab . . . . . . . . . . . . . . . 13-4 Data Tab . . . . . . . . . . . . . . . . . . . . . 13-5 Data Tab Options . . . . . . . . . . . . . . . . . 13-5 Using the Data Tab . . . . . . . . . . . . . . . . 13-5 Fonts Tab . . . . . . . . . . . . . . . . . . . . . 13-6 Fonts Tab Options . . . . . . . . . . . . . . . . 13-6 Using the Fonts Tab . . . . . . . . . . . . . . . . 13-7 Format Tab . . . . . . . . . . . . . . . . . . . . 13-8
CentreVu® Report Designer Version 8 User Guide vii Format Tab Options . . . . . . . . . . . . . . . . 13-8 Using the Format Tab . . . . . . . . . . . . . . . 13-9 Headers Tab . . . . . . . . . . . . . . . . . . . . 13-10 Headers Tab Options . . . . . . . . . . . . . . . 13-10 Using the Headers Tab . . . . . . . . . . . . . . . 13-10 Sort Tab . . . . . . . . . . . . . . . . . . . . . 13-11 Sort Tab Options . . . . . . . . . . . . . . . . . 13-11 Using the Sort Tab . . . . . . . . . . . . . . . . 13-12 Summary Tab . . . . . . . . . . . . . . . . . . . 13-13 Summary Tab Options . . . . . . . . . . . . . . . 13-13 Using the Summary Tab . . . . . . . . . . . . . . 13-14 14 Format | Field . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1 Introduction . . . . . . . . . . . . . . . . . . . . 14-1 Field Format Window Elements . . . . . . . . . . . . . 14-2 Using the Field Format Options Window . . . . . . . . . . 14-4 15 Format | Text . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1 Introduction . . . . . . . . . . . . . . . . . . . . 15-1 Text Format Options Window Elements . . . . . . . . . . . 15-2 Formatting Text on the Report . . . . . . . . . . . . . . 15-3 16 Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . 16-1 Introduction . . . . . . . . . . . . . . . . . . . . 16-1 Phase 1 Error Messages . . . . . . . . . . . . . . . . 16-2 Phase 2 Historical Report Error Codes . . . . . . . . . . . 16-5 Phase 2 Real-Time Report Error Codes . . . . . . . . . . . 16-11 17 How CentreVu® CMS Stores and Retrieves Data . . . . . . . . . . . . . 17-1 Introduction . . . . . . . . . . . . . . . . . . . . 17-1 How CentreVu CMS Stores Data . . . . . . . . . . . . . 17-2 How CentreVu CMS Retrieves Data . . . . . . . . . . . . 17-5 18 SQL Query and CMS Database Table Basics . . . . . . . . . . . . . . 18-1 Introduction . . . . . . . . . . . . . . . . . . . . 18-1 About SQL Queries . . . . . . . . . . . . . . . . . 18-2 Basic WHERE Clause . . . . . . . . . . . . . . . 18-2 WHERE Clause with Variable . . . . . . . . . . . . . 18-3 Multiple WHERE Clauses . . . . . . . . . . . . . . 18-4 WHERE Clause with a Range/List Variable . . . . . . . . 18-4
CentreVu® Report Designer Version 8 User Guide viii WHERE Clause for Selecting Rows from an ACD . . . . . . 18-4 WHERE Clause for Excluding Rows of Data . . . . . . . . 18-5 CMS Database Table Basics . . . . . . . . . . . . . . 18-6 Database Items . . . . . . . . . . . . . . . . . 18-8 Constants . . . . . . . . . . . . . . . . . . . 18-9 Calculations . . . . . . . . . . . . . . . . . . 18-10 Creating a Custom Data Table . . . . . . . . . . . . . . 18-13 Step 1: Access the CentreVu CMS Database in INFORMIX . . . 18-14 Step 2: Build the Table . . . . . . . . . . . . . . . 18-15 Step 3: Add Data to the Table . . . . . . . . . . . . . 18-19 Modifying a Table . . . . . . . . . . . . . . . . . . 18-22 Adding a Column to a Table . . . . . . . . . . . . . 18-22 Changing a Column . . . . . . . . . . . . . . . . 18-23 Deleting a Column . . . . . . . . . . . . . . . . 18-23 Changing Data in a Table . . . . . . . . . . . . . . 18-24 Adding Rows of Data to a Table . . . . . . . . . . . . 18-24 Changing Rows of Data in a Table . . . . . . . . . . . 18-24 Deleting Rows of Data From a Table . . . . . . . . . . 18-25 A Using the Report Designer - Examples . . . . . . . . . . . . . . . . . A-1 General Information . . . . . . . . . . . . . . . . . A-1 Creating a Integrated Report Using the Report Designer . . . . . . . . . . . . . . . . . A-1 Modify the Integrated Report Using the Report Designer. . . . A-2 B Database Items and Calculations . . . . . . . . . . . . . . . . . . . B-1 General Information . . . . . . . . . . . . . . . . . B-1 Index . . . . . . . . . . . . . . . . . . . . . . . . . IN-1