ATT DEFINITY Communications System Generic 3 Instructions Manual

Basic Call Management System (BCMS)
Issue  3   March 1996
3-277
Screen 3-26. BCMS VDN Summary Report — Daily Summary
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 report is 
displayed...

Feature Descriptions
3-278Issue  3   March 1996 
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 hour or half-hour). If no 
start time is given, the oldest time interval is the default. A sto p time requires an 
associated start time. If no stop time is given, the last completed time interval 
(hour or half-hour) is the d efault. If no start or stop...

Basic Call Management System (BCMS)
Issue  3   March 1996
3-279
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 calculation does not include ring time at an agent’s 
voice terminal. The calculation is:
CONN CALLS 
— The number...

Feature Descriptions
3-280Issue  3   March 1996 
calls offered the total number of completed calls that accessed the VDN during 
the current interval.
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  OTHER  C A LLS  c o l u m n s,  t h e  s u m m a r y i s  th e s u m  
of individual time intervals or specified d ays.
Considerations
BCMS provides a set of internal...

Basic Call Management System (BCMS)
Issue  3   March 1996
3-281
nCall Coverage
Calls extended to a BCMS measured split as a c overage point are treated 
like new incoming calls to that split. These calls increment the FLOW IN 
field on the BCMS Split report, provided they were covered from the 
queue of another BCMS measured split. Calls successfully going to a 
coverage point from a BCMS measured sp lit are included in the FLOW 
OUT field on the BCMS Split report. Again, those calls must have first...

Feature Descriptions
3-282Issue  3   March 1996 
nMove Ag ents From CMS
If agents are moved from one split to another split by the CMS adjunct, 
measurements are sto p pe d for the agent’s “ from” split and started for the 
agent’s “to” split. Generic 3 denies agent move requests when agents are 
logg e d in (staffed). This  denial is important since it eliminates 
measurement complications associated with move requests when the 
agent is on an ACD call. Move requests are also denied if the agent is...

Basic Call Management System (BCMS)
Issue  3   March 1996
3-283
— internal—Measured by BCMS only
— external—Measured by CMS adjunct only
— both—Measured by both BCMS and the adjunct CMS
— none—Not measured (default)
If BCMS has not been administered in customer options, neither “internal” 
not “both” is allowed. If the split or trunk group is measured by BCMS only, 
the busyout sp-link command is not required to make changes. 
Measurements can be turned off for a split while a gents are logged in, but...

Feature Descriptions
3-284Issue  3   March 1996 
Bridged Call Appearance—
Multi-Appearance Voice Terminal
Feature Availability
Brid g ed Call Ap pearance—Multi-Ap pearance Voice Terminal is available with all 
Generic 3 releases. Bridging enhancements available only with G3V4 and later 
releases are identified throughout this feature description.
Description
The appearance of a voice terminal’s primary extension number at another voice 
terminal is called a bridged call a p pearance. To set up a bridged...

Brid ged Call Ap pearance— Multi-Ap pearance Voice 
Terminal
Issue  3   March 1996
3-285
Extension Administrable Buttons and Lamps
With G3V4 and later releases, the Message lamp and certain feature buttons can 
be  administered to apply to a sp ecified extension rather than the extension of the 
terminal they reside on.
nThe Mess a ge lamp  can be administered to light when messages are 
waiting for the extension specified on the station form. In this way, the 
bridged user’s terminal can be set u p to...

Feature Descriptions
3-286Issue  3   March 1996 
nService environments
It may be necessary that several people be able to handle calls to a 
particular extension number. For example, several users may be required 
to answer calls to a hot line numb er in a ddition to their normal functions. 
Each user may also b e required to bridge onto existing hot line calls. A 
bridged call a p pearance provides this capability.
nA user frequently using voice terminals in different locations
A user may not  spend all...