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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Voice Terminal Display Issue 3 March 1996 3-1225 Considerations The Voice Terminal Display feature provides an instant d isplay of information associated with certain system features, functions, and services. Information that allows p ersonalized call answering is available on many calls. Retrieval of stored information, such as messages received and directory information, is easy as well as convenient. The system supports as many d isplay modules as are needed, provided the voice terminal has a sufficient number of buttons. Certain voice terminals and the attendant group can be designated for systemwide message retrieval. Users of these voice terminals or consoles can retrieve LWC and Call Coverage messages for other voice terminal users including DDC groups, UCD groups, PCOL groups, and TEGs. Selected users cannot retrieve messages for other selected users. Systemwide retrieving voice terminals or consoles are assigned when the system is implemented. If the following conditions are met, messages for a voice terminal user can be retrieved at selected terminals or any attendant console: nThe retriever must be in the user’s Call Coverage path. nPermission to retrieve messages must be assigned for the user’s voice terminal. If permission is granted, any voice terminal with a display module or the attendant group in the user’s Call Coverage path can retrieve messages for that user. When all messages have been displayed and deleted for an extension number, the Message lamp on the voice terminal and any associated Remote Message Waiting Indicator, if assigned, go dark. The display module used with voice terminals is similar to the attendant console display. However, the display mo dule has an On-Off button, and can be turned off when not in use. The display module can be used only with specific voice terminals. If you are using a 7506D or 7507D to make calls that require additional digits, a comma may appear in the dial sequence after you receive second dial tone or after the c all has been set up. The comma is used to separate the c alled number from subsequent information.
Feature Descriptions 3-1226Issue 3 March 1996 Interactions The following features interact with the Voice Terminal Disp lay feature. nBrid ged Call Ap pearance A call from the primary extension number or a brid ged call appearance of the primary extension number is displayed as a call from the primary extension number. nLast Numb er Diale d If the Last Numb er Dialed feature access code is dialed after the stored number button has been pressed, the last number dialed is no longer displayed. However, if the Last Number Dialed button is pressed after the stored number button has been pressed, the last numb er dialed is displayed. nSingle-Digit Dialing and Mixed Station Numbering If prefixed extensions are used in the system’s dial p lan, the prefix is not displayed when the extension is displayed. The Return Call b utton c an b e used to dial prefixed extensions, because the system dials the prefix, even though it is not displayed. Administration Voice Terminal Display is administered on a per-voice terminal b asis b y the System Manager. The following items require administration. nWhether or not a display module is provided (per display capable voice terminal) nWhether or not to restrict other users from reading or canceling the voice terminal’s message (per display module) nThe following buttons (per display module): — Normal — Inspect — Stored Number — Date and Time — Elapsed Time — Integrated Directory — Message Retrieval — Coverage Message Retrieval — Next Message (must be assigned with either Retrieval button)
Voice Terminal Display Issue 3 March 1996 3-1227 — Delete (must be assigned with either Retrieval button) — Return Call (optional with either Retrieval button or the Integrated Directory button) Hardware and Software Requirements DCP services require a display-equipped voice terminal and one p ort on a TN754 or TN2181 Digital Line circuit pack (TN413, TN754B, and TN2181 su pport A-law). No a d ditional software is required. ISDN-BRI services require the following hardware: nTN778 Packet Control circuit pack, which provides the interface to the LAN (packet) bus on G3i for establishing the signaling connectivity nTN556 BRI-S/T (4 wire) p ort circuit pack or TN2198 ISDN BRI-U (2 wire) line circ uit pack nAT&T ISDN 7506 and 7507 voice terminals
Feature Descriptions 3-1228Issue 3 March 1996 Voice Terminal Flash Timing See the Recall Signaling feature.
VuS tat s Issue 3 March 1996 3-1229 VuStats Feature Availability VuStats is available with G3V3 and later releases. What Is VuStats? VuStats presents Basic Call Management System (BCMS) statistics on voice terminal displays. By pressing a button, agents, split supervisors, call center managers, and other users can access statistics for agents, splits or skills, VDNs, and trunk groups. With G3V3 these statistic s are limited to information collected either during the current BCMS interval, or in some cases since the agent logged in. G3V4 and later releases can also display historical d ata accumulated over an administered number of intervals. In either case, the information is limited to 40 characters at any one time. It can display on demand or u pdate periodically. With VuStats, any digital display voice terminal user can view BCMS statistics normally available only on BCMS reports or management terminals. These statistics can help agents monitor their own performance, or can be used to manage splits or small call centers. NOTE: Although VuStats can run with either BCMS or CMS enabled, neither is required. BCMS does not need to be optioned for VuStats to be available. The following picture illustrates a CallMaster terminal with a VuStats display.
Feature Descriptions 3-1230Issue 3 March 1996 Figure 3-31. CallMaster Terminal with VuStats Display VuStats Applications Self-Managed Teams VuStats can provide call center agents with statistics about their performance. For exam ple: nAgents can review their statistics against a predefined objective for a given split. This could include an agent comparing their average talk time per call to a split objective for average talk time, or comp aring their calls handled against a split objective for calls handled. The agent can also review a sp lit objective for percent of calls within service level to see if they should improve their performance to improve the overall split percentage. nAgents can also review their statistics against s plit averages for all a gents. In this case, an agent could compare their average talk time p er call to the average talk time per call for the entire split. Statistics also are useful to call center agents in managing their time. For example: Agents might examine statistics about the numb er of agents log ged into a split, the number of agents available to receive Automatic Call Distribution (ACD) calls, the numb er of agents who have entered AUX work mode, the number of abandoned calls, or the time the oldest call in queue has been waiting. This
VuS tat s Issue 3 March 1996 3-1231 information can be used to d etermine if it would be best to log out of one split to devote time to a busier s plit, or if it was an a ppropriate time to take a lunch break. Information Distribution VuStats can increase the distribution of performance statistics throughout the c all center. It replaces the need for additional CMS terminals for supervisors while also providing essential statistics to agents without the need for additional hardware. It lessens requirements for BCMS p a per reports. Call Center Management Even small call centers without BCMS or CMS enabled can receive VuStats statistics. These statistics can be used to evaluate agent performance, balance workloads, examine sp lit staffing requirements, and generally optimize call center performance. Detailed Description VuStats takes information stored on the switch in BCMS database tables and shows that information on a disp lay terminal. In g eneral, the system administrator uses the “ VuStats Display Format” form to create a format d efining the information to a p pear on a display. Up to 25 different formats can be created. One or more b uttons on the voice terminal are then assigned a format. When one of these b uttons is pressed, the information associated with the format is displayed on the voice terminal. There is a limit to the num ber of VuStat b uttons that c an be administered with the “ID “ field filled in. For d etailed instructions on administering VuStats, or for completing the VuStats Display Format form, see the DEFI NIT Y Com munications System Generic 3 Version 4 Implementation, 555-230-655, or D EFI NITY Communications System Generic 3 V2/V3 Implementation , 555-230-653. As state d, the format defines what information appears on the display. Specifically it determines: what text and database items are shown on the display; how the information looks on the display; and when the display updates. The following sections detail the information that can be administered to a p pear on the VuStats d isp lay. What Information Appears on the Display Object Type To d efine the information that will a p pear on the display, the system administrator must first determine who will use the information or what object the information will describe. This is the object typ e. The object type can b e an agent (or agent extension), split/skill, trunk group or vector directory number (VDN). Each o bject type is associated with specific information in the BCMS data base tables. This
Feature Descriptions 3-1232Issue 3 March 1996 object typ e is entered on the “VuStats Format Display” form and controls the types of information that are available for display. The following list describes each of these object typ es. nAgent ¾ The a gent o bject type provides agents with their own statistics, or statistics about the splits/skills they log into. nAgent-extension ¾ The a gent-extension object type provides supervisors or other users with statistics about agents or the splits/skills the a gents log into. With an object type of agent-extension, the VuStats display can be administered to automatically show statistics for a specific agent. Or, the supervisor can enter the ID of any agent they want to review. nSplit ¾ The split object typ e is used to display statistics about a specific split/skill. Much of the information available with a split object typ e is also available with the a gent or agent-extension object type. The selection of object typ e will d epend on the application. nTrunk-group ¾ The trunk-group object type is used to display statistics about a sp ecific trunk group. nVDN ¾ The VDN object type is used to display statistics about a sp ecific VDN. Data Type Once the object type is selected, the system administrator must d efine what d ata should be displayed for that o bject. For example, with an object type of agent, VuStats could display information of interest to an agent, including: the total number of calls the agent has answered since logging in, the average time the agent has spent on each ACD call, the number of agents available to receive calls for a split, or the percent in service level for a given split. On the other hand, for an object type of split, VuStats could display information describing the split and performance for the sp lit. For example: the average speed of answer; the number of calls waiting; or information about agent work states. The data displayed for each object is defined with a data type, which is entered on the “ VuStats Format Disp lay” form. A maximum of 10 data types can be entered for each display. For a comp lete description of each data type see Tables of Data Types in the “VuStats” section in the D EFI NITY Com munications System Generic 3 Version 4 Implementation, 555-230-655, or DE FI NITY Communications System Generic 3 V2/V3 Implementation , 555-230-653. Interval With the exception of two agent shift d ata items, in G3V3 the information displayed on the terminal only represents data collected during the current interval. In other words, if VuStats displays the average After Call Work (ACW) time, it represents the average amount of time the agents on the sp lit have spent in ACW during the current interval. Likewise, if VuStats displays the number of
VuS tat s Issue 3 March 1996 3-1233 ACD calls, it is the number of calls received during the current interval. The interval is either 1/2 or 1 hour d e pending upon the value a dministered for the BCMS measurement interval on the “Feature-Related System Parameters” form. With G3V4 and later releases, VuStats also can be administered to show historical d ata. It can show statistics that have accumulated for the day or for an administered number of intervals. For example, if VuStats displays the number of ACD calls for the past four completed intervals, it will display the number of ACD calls received in the past two hours (1/2 hour intervals) or four hours (one hour intervals) plus those completed during the current interval. The use of historical data can impact processor occupancy depending upon the number of active users, their update rates, and the number of historical data types. With an object type of agent or agent-extension, shift data is available for the number of ACD calls answered and the average ACD talk time for that agent. Shift data accumulates d uring the time an agent is logged in. If the agent logs out of all splits, shift data clears. For this reason, if shift d ata is required, agents should enter AUX work mode when taking breaks rather than logging out. Thresholds With G3V4 many data types can be administered with a threshold comparator and value. When the condition d efined by the threshold is true, and the data type is shown on the display, the VuStats button lamp flashes. For example, sup pose a format is created in which the oldest call waiting data type is administered with a threshold of > = (greater than or equal to) five minutes. Whenever that VuStats format is d isplayed, if the oldest c all in queue has been waiting for five minutes or longer, the VuStats lamp flashes on the voice terminal. Each time the display u p dates the threshold is checked for each data type being disp layed. Text Text associated with data can be entered on the “ VuStats Display Format” form. This text will a p pear on the d isp lay to i dentify the data. For exam ple, in the illustration at the b e ginning of this section, AUX= was entered as text on the “ VuStats Display Format” form to identify the data type split-agents-in-aux (the number of agents currently in AUX work mode for a specified split). Text is optional. When used, it appears exactly as entered on the form. Remembering that each display is limite d to 40 characters, it is important to limit the amount of text, and to use a b breviations when possible. For example S= could indicate that the number following the e quals sign is the split number. Display Linking Display formats can be linked so that users can step through a series of displays thereby increasing the amount of information they can view. For examp le, a display providing information for the a gent’s first s plit could b e linked to a second display providing the same information for the agent’s second sp lit. Or, a split
Feature Descriptions 3-1234Issue 3 March 1996 supervisor might want one disp lay providing information about the work states of all a gents on a split linked to a second display that provided information a bout calls waiting, numb er of calls abandoned, or the oldest call waiting for the split. To allow a gents to view linked displays, a next b utton must be administered on the voice terminals. Displays should have the same object type if they are linked. For detailed information to administer what will appear on the display, see What Information Appears in the VuStats section in the DEFINITY Communications System Generic 3 Version 4 Implementation, 555-230-655, or DE FI NITY Communications System Generic 3 V2/V3 Implementation , 555-230-653. How the Information Looks VuStats statistics appear on the second line of two-line DCP terminal displays or on the first line of one-line DCP terminals and all BRI terminals. For voice terminals with 2 x 24 displays, the display automatically wraps to the second line of the display. When VuStats is activate d, it overwrites and cancels any display feature on the second line of a two-line display and on the first line of a one-line display. The format of the information on the display is defined exclusively on the “ VuStats Display Format” form. Using this form, the system a dministrator defines: nThe text associated with each data type and the amount of space left for each piece of data. For example, AUX= $$$ i n dicates the text AUX= will a p pear with 3 spaces left for the data associated with this text. nThe order in which the data types will appear on the display. nThe format for time related d ata types. For example, whether the data will display as hours rounded to the nearest hour, minutes rounded to the nearest minute, or minutes and seconds. nThe display that should follow the current one when the next b utton is pressed. Name database items, for example the name of a split or VDN, will be truncated on the right to fit the data field size specified for the data type. Numerical database items will display asterisks if the number is too large to fit the data field size specified for the data type. For detailed information to administer how the information will look on the display terminal, see How the Information Looks in the VuStats section in Chapter 3 of the DEFINITY Communications System Generic 3 Version 4 Implementation, 555-230-655, or DEFI NIT Y Com munications System Generic 3 V2/V3 Implementation , 555-230-653.