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

Introduction
1-2Issue  4  September 1995 
nChapter 5. System Printer and Report Scheduler describes the 
optional Report  Scheduler feature. Also included in this chapter is a 
description of the report scheduler commands and a display of the 
reports.
nChapter 6. Use of BCMS Reports for ACD Planning desc ribes 
desirable objectives and how the BCMS reports can be used to plan, 
engineer, and optimize ACD splits and trunk groups.
nAppendix A, Error Messages contains a list of possible error 
messages...

Issue  4  September 19952-1 
Overview
In ord er to monitor the operations of an ACD application, which automatically` 
distributes incoming calls to one or more group s of agents, AT&T offers the Call 
Management System (CMS) software. The CMS collects data regarding the c alls 
on the switch and organizes the data into reports that help you manage ACD 
facilities and personnel. These reports may be displayed on a video display 
terminal in real time, p rinted  immediately, or scheduled for printing at a...

BCMS Description and Applications
2-2Issue  4  September 1995 
nIndividual splits that have been administered for internal or both 
measurements
nVDNs that are being measured by BCMS.
2. List Reports, which provide historical information and can be printed 
immediately or scheduled for subsequent printing. These reports present 
data on:
nIndividual agents or a group of agents, based on the time of day
nIndividual agents or a group of agents, based on the day of the 
week
nIndividual splits or a group of...

BCMS Reports
Issue  4  September 1995
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Feature Capacity Limits (Maximums)
The BCMS feature is designed to support ACD applications with requirements 
that do not exceed the capacity limits contained in Table 2-1.
NOTE:
In G3V3 and later releases, an agent can log into a maximum of four 
measured splits at any one time.
The important point regarding these capacity limits is that the system will only 
make internal measurements for parameters that are within these limits. If you 
want to measure one or...

BCMS Description and Applications
2-4Issue  4  September 1995 
— The G3 Management Terminal when powered up
— A remote Management Terminal when logged in
— A BCMS terminal when logged in
— The system printer while printing
NOTE:
BCMS data is stored in volatile switch memory; it cannot be saved to or 
retrieved from tape. The switch preserves historical data if a Reset System 
1, Reset System 2, or Reset System Interchange (in a duplicated system) 
o ccurs. Real-time data is preserved if a Reset System 1...

BCMS Reports
Issue  4  September 1995
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Figure 2-1. BCMS Sample Configuration
The Report Scheduler is enabled on the System-Parameters Customer-Op tions 
form. Only an authorized AT&T representative can ac c ess and make changes to 
the System-Parameters Customer-Options form. The parameters of the system 
p rinter, which are used by the Report Scheduler feature, are administered on the 
Feature-Related System Parameters form. If the parameters for the system printer 
are not administered, scheduled...

BCMS Description and Applications
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for using the Feature-Related System Parameters for to set up the Report 
Scheduler are covered in Chapter 5, System Printer and Report Scheduler.
The Report Scheduler should not be  confused with and does not repla ce the 
journal, Call Detail Records (CDR), or Property Management System (PMS) 
dedicated printers. Consisting of virtually any asynchronous printer, the Report 
Scheduler is intended to print all DEFINITY Generic 3  reports and...

BCMS Applications
Issue  4  September 1995
2-7
Determining the proper size for the ACD trunk groups and the number of agents 
that should be assigned to each split requires knowledge of the incoming call 
volume with resp e ct to the following factors:
nEach typ e of service provided
nTime of day
nDay of the week
nSkill level of the agent
Generally, ACD ap plications are not preplanned because the types of traffic  
information that would be required are unavailable. Initially, ACD applications are...

BCMS Description and Applications
2-8Issue  4  September 1995 
application. In other words, the capacities shown for BCMS are additive to those 
of External CMS.
NOTE:
If both BCMS and External CMS are used simultaneously, switch 
performance may be degraded.
Interactions with VuStats
G3V3 and later releases provide the VuStats feature, which enables agents and  
supervisors with display terminal to view  data about agents, splits, and  VDNs. 
Much of this information is the same as that provided by BCMS...

Issue  4  September 19953-1 
Logging In and Logging Off
BCMS provides one login ID and sup ports a maximum of five G3 Management 
Terminals log ged in simultaneously. (A BCMS terminal is considered to be a 
remote Management Terminal. You can access BCMS reports either from a 
Management Terminal (local) or on a dial-up (remote) basis. When dial-up  
access is used, the following two constraints affect the number of terminals that 
can access BCMS data simultaneously:
nThe number of dial-up (Netcon)...