ATT DEFINITY Communications System Generic 3 Instructions Manual

Basic Call Management System (BCMS)
Issue  3   March 1996
3-267
If switch administration causes the number of trunks in a BCMS-measured trunk 
group to change during a day or a time interval, an asterisk a ppears in the 
‘‘DAY/TIME’’ field.
INCOMING CALLS 
— The total number of incoming calls carried by this trunk 
group.
INCOMING ABAND 
— The number of incoming  calls that q ueued to ACD splits, 
then abandoned (without being answered by a staffed agent within this split) 
during the reporting interval....

Feature Descriptions
3-268Issue  3   March 1996 
% ALL BUSY — The percentage of time that all the trunks in this trunk group 
were busy. This value includes trunks that are maintenance busy. The calculation 
is:
where Busy Times is expressed in minutes and is the sum of all times when all 
trunks were simultaneously busy.
% TIME MAINT 
— The  percentage  of  time  that one or more trunks have been 
busied-out for maintenance purposes. The calculation is:
where:
nTotal Maintenance Busy Time is the sum of...

Basic Call Management System (BCMS)
Issue  3   March 1996
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a p pear on the report. Also, if information does not exist for a p ortion of the 
specified time period, the report displays all existing information but does not 
identify where there is no data. Screen 3-21 shows the BCMS Trunk Group 
Summary Re port for an interval of hours, and Screen 3-22 shows the BCMS 
Trunk Group Summary Re port for a d aily interval.
NOTE:
When analyzing this report, keep the following things in mind:
nAll averages...

Feature Descriptions
3-270Issue  3   March 1996 
Screen 3-22. BCMS Trunk Group Summary Report — Daily
Report Headers, Abbreviations, and 
Their Definitions
This report presents header information at the top of each page. This information 
includes the command entered to generate the report, the p age number of the 
report, the title of the report, and the time and date the report was generated.
TIME/DAY 
— The time or day interval specified in the command line. Time is 
always expressed in 24-hour...

Basic Call Management System (BCMS)
Issue  3   March 1996
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INCOMING TIME — The average holding time for incoming calls to this trunk 
group during the specified reporting interval. Holding time is defined as the 
length of time in minutes and seconds that a facility is used during a call. The 
calculation for incoming time is:
INCOMING CCS  
— The total holding time (usage) for incoming calls to the trunk 
group during the specified reporting interval. The units are expressed in hundred 
call...

Feature Descriptions
3-272Issue  3   March 1996 
% TIME MAINT — The  percentage  of  time  that one or more trunks have been 
busied-out for maintenance purposes. The calculation is:
where
nTotal Maintenance Busy Time is the sum of Maintenance Busy Time (in 
minutes) for all trunks (individually) in this trunk group during this interval
nTime Interval is expressed in minutes (for example, 30 if using a half-hour 
interval, 
60 if using a one-hour interval, and 1440 if using a daily summary)
NOTE:
For...

Basic Call Management System (BCMS)
Issue  3   March 1996
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Screen 3-23. BCMS VDN Report — Hourly
Screen 3-24. BCMS VDN Report 
— Daily
Report Headers, Abbreviations, and 
Their Definitions
This report presents header information at the top of each page. This information 
includes the command entered to generate the report, the p age number of the 
report, the title of the report, and the time and date the report was generated. If 
this is a time report and there are more than 10 time intervals, this...

Feature Descriptions
3-274Issue  3   March 1996 
VDN NAME — The name that is administered for this VDN. If no name exists, the 
VDN extension (for example, EXT 64532) is displayed.
ACCEPTABLE SERVICE LEVEL 
— The desired time to answer the VDN.  
Timing for a call b e gins when the VDN is encountered.
TIME/DAY 
— The time or day interval specified in the command line.
Time is always expressed in 24-hour format. Start and stop times are optional. 
Reports always start at the earliest time interval (either...

Basic Call Management System (BCMS)
Issue  3   March 1996
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while ringing an agent. Calls that a bandoned immediately after the agent 
answered are recorded as NUM ANS.
AVG ABAND TIME 
— The average time calls spent waiting in this VDN before 
being abandoned by the caller during the current interval. The calculation is:
AVG TALK/HOLD TIME 
— The average  duration of calls (from answer to 
disconnect) for this VDN d uring the current interval. This includes time spent 
talking and on hold. The...

Feature Descriptions
3-276Issue  3   March 1996 
calls offered the total number of completed calls that accessed the VDN during 
the current interval.
This field is blank if no calls have been recorded for this time interval. This field is 
also blank if no ‘‘Acceptable Service Level’’ is administered on the VDN form.
SUMMARY 
— For those columns that specify averages, the summary is also an 
average for the entire reporting interval. For the TOTA L ATTEM PT S,  N U M  ANS , 
NUM ABAND, FLOW OUT, and...