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

Glossary
Issue  4  September 1995GL-31 
work state
An ACD agent may be a memb er of up to three different splits. Each ACD agent continuously 
exhibits a work state for every split that it is a member of. Valid work states are Avail, Unstaffed, 
AUX-work, ACW, ACD (answering an ACD call), ExtIn, ExtOut, and OtherSpl. An agent’s work 
state for a particular split may change for a variety of reasons (for examp le, whenever a call is 
answered, abandoned, the agent changes work modes, etc.). The BCMS...

Issue  4  September 1995IN-1 
INIndex
Numerics
7400A data module
switch settings for AT&T 475 printer, B-2
switch settings for BCMS terminals, B-1
A
acceptable service level, 4-1
administration of, 4-2
definition, 4-1
ACD
definition of parameters, 2-7
determine how it is functioning, 6-2
engineering of
interpolation method, 6-5
using BCMS reports, 6-5
example application
classified ads department, 6-7
insurance agency, 6-35
reservations department, 6-8
split management, 6-9
managing operations with BCMS,...

Index
IN-2Issue  4  September 1995
real-time, 2-1
where displayed, 2-4
storage of data, 2-4
terminal configurations for logging in, 3-2
time interval, 5-2, 5-4
type of reports
list, 2-2
monitor reports, 2-1
with the ACD feature, 2-6
BCMS Agent Report, 4-19
ACD planning, 6-4
displaying, 4-23
example screen, 4-20
header definitions, 4-21
printing, 4-24
purpose, 4-19, 6-4
scheduling, 4-25
table of differen ces with CMS Reports, D-3, D-7
BCMS Agent Summary Report, 4-28
displaying, 4-31
example screen, 4-28...

Index
Issue  4  September 1995IN-3 
displaying, 4-91
example s creen, 4-88 to 4-89
header definitions, 4-89
printing, 4-92
scheduling, 4-93
table of differen ces with CMS Reports, D-10
C
call centers
BCMS feature, 2-6
call handling
evaluation of, 6-5
Call Management System (CMS), 2-1
capacity limits
for G3iV3, 2-3
for G3iV4, 2-3
for G3rV3, 2-3
for G3rV4, 2-3
for G3V3 and G3V4, 2-3
for G3vs/sV3, 2-3
for G3vs/sV4, 2-3
historical data storage, 2-3
historical reports, 2-3
maximum, 2-3
measuring ACD...

Index
IN-4Issue  4  September 1995
lo g ging in, 3-1 to 3-2
from remote terminal, 3-3
step s
from local terminal, 3-2
lo g ging off, 3-1
step s, 3-4
login terminals
maximum number, 3-1
M
monitor command, 4-5 to 4-6
purpose, 4-6
Monitor Split Status Report., 6-2
monitoring
the calling volume for each split, 2-7
the work load of each agent, 2-7
trunk group usage, 2-7
VDNs, 2-7
N
number of agents available to receive ACD calls, 6-2
number of calls
that have abandoned, 6-2
that have been answered, 6-2...

Index
Issue  4  September 1995IN-5 
BCMS VDN Report, 4-79
ACD planning, 6-5
BCMS VDN Status Report, 4-14
ACD planning, 6-3
BCMS VDN Summary Report, 4-88
changing schedule, 5-11
CMS VDN Status Report, 4-14
displaying list of scheduled reports, 5-10
displaying real-time status reports, 4-6
historical
c ap a city limits, 2-3
list of historical, 4-18
list of real-time, 4-5
listin g
c ap a city limits, 2-3
listing scheduled, 5-10
maximum number for printing, 5-6
maximum  per night, 6-2
on agents, 2-2
on...

Index
IN-6Issue  4  September 1995
T
terminal typ es
for ac cessing BCMS, 3-1
Trunk Group Report, 4-60, 4-64, 4-66
displaying, 4-64
example screen, 4-61 to 4-62
header definitions, 4-62
printing, 4-65 to 4-66
scheduling, 4-66
Trunk Group Summary Report, 4-70
displaying, 4-73
header definitions, 4-71
printing, 4-75
scheduling, 4-76
trunk groups
c a pacity limits, 2-3
trunks
determining the number required, 6-34
guidelines for engineering, 6-34
range of typical number, 6-34
ratio to numb er of agents,...