ATT DEFINITY Communications System Generic 3 Basic Call Management System Instructions Manual

System Printer and Report Scheduler
5-10Issue  4  September 1995 
Procedure:
Type in the desired print time and press 
ENTE R. The cursor is now on the days of 
the week field. For those days that you desire to print the report, typ e in a y.
Response:
Pre ss  
ENTE R to execute the c ommand. The system responds with a prompt for the 
next command.
Listing Scheduled Reports
To disp lay a list of all reports that are on the Report Scheduler, enter the list 
report-scheduler command. This command displays...

Report Scheduler
Issue  4  September 1995
5-11
Change Command
The change report-scheduler command is used to change the schedule of a 
report. To display this screen form, enter the change report-scheduler xx 
command. The xx corresponds to the Job Id. Screen 5-6 shows the Change 
Report-Scheduler screen. Table 5-5 describes the data fields for this screen.
Table 5-4. Report Scheduler Screen Form
Field Description
Job Id Whenever a command is executed with the schedule qualifier, the 
system responds by...

System Printer and Report Scheduler
5-12Issue  4  September 1995 
Screen 5-6. Change Report-Scheduler Screen
Table 5-5. Change Report-Scheduler Screen Form
Field Description
Job Id: This is a display-only field. It is the unique identifier for the report. 
The Job Id assigned by the system is the lowest number within the 
range of 1 through 50 that is not in use.
Job Status: This is a display-only field. It identifies the print status of the report. 
The four possible states are: 
nWaiting—means that the...

Report Scheduler
Issue  4  September 1995
5-13
Remove Command
The remove report-scheduler command is used to remove a report from the 
Report Scheduler. To display this sc reen form, enter the remove 
report-scheduler xx  command. The xx correspond s to the Job Id. Screen 5-7 
shows this sc reen. Table 5-6 desc ribes the data fields for the screen.
Screen 5-7. Remove Report Scheduler Command ScreenPrint Interval: The three possible options are immediate, scheduled, and 
deferred. If the print time of a...

System Printer and Report Scheduler
5-14Issue  4  September 1995 
NOTE:
All fields are display-only. Once the user has verified that the identified  
report is the one to be removed, it is then necessary to press 
RETU RN. 
Following this action, the system waits for the next command.
Table 5-6. Remove Report Scheduler Command Screen
Field Description
Job Id: The unique identifier for the report. The Job Id assigned by the 
system is the lowest number within the range of 1 through 50 that is 
not in...

Issue  4  September 19956-1 
Planning/Engineering Objectives
Before presenting examples of how you can use the BCMS reports to optimize 
the operations of an ACD application, this chapter reviews certain relevant 
points. First, recall that the ACD hunt group s and trunk group s may be 
administered for:
nInternal measurements
nExternal measurements
nBoth internal and external
nNone (no measurements)
Second, the ACD feature can support a maximum number of agents, splits, and 
trunk groups. Since the BCMS...

Use of BCMS Rep orts for ACD Plannin g
6-2Issue  4  September 1995 
d rop ped call represents potential lost revenue, it will probably be desirable to 
p rovide more trunks than agents to minimize the lost calls. As a contrast, if the 
ACD split handles calls from a captive customer base and each agent performs 
a significant amount of ‘‘After Call Work’’ that results in an expense to the 
organization, it will probably be desirable to provide fewer trunks than agents.
Finally, remember that the report...

Planning/Engineering Objectives
Issue  4  September 1995
6-3
BCMS Split Status Report
You can use the Split Status Report (monitor bcms split) to determine:
nWhether there are enough staffed agents for the current level of incoming 
calls.
— If after monitoring the Avail field for several minutes and no agents 
are indicated as being available to receive calls, you will probably 
want to ‘‘staff’’ some of the ‘‘unstaffed’’ positions, esp e cially if this 
loss of business represents a loss in revenue.
—...

Use of BCMS Rep orts for ACD Plannin g
6-4Issue  4  September 1995 
BCMS Trunk Group Report
You can use the BCMS Trunk Group Report (list bcms trunk) to determine:
nThe number of incoming and outgoing calls
nThe average amount of time for incoming calls
nThe average amount of time for outgoing calls
nThe number of incoming calls that abandoned. This may be an indication 
that there are not enough ‘‘staffed’’ agent positions rather than not enough 
trunks
nThe number of outgoing calls that were placed...

Engineering  ACD Applications with Data Obtained from 
the BCMS Reports
Issue  4  September 1995
6-5
BCMS Split or Skill Report
You can use the BCMS Split Report (list bcms split) to identify the time of day 
and days of the week when the split is most and least busy. Again, the type of 
actions that should be taken will be determined by the business function 
provided by the split (for example, whether the split provides a 
revenue-producing function such as sales or a revenue-draining function such as...