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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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VuS tat s Issue 3 March 1996 3-1245 Figure 3-35. Split 4 Displays Agent 12 Agent 12 acts as a backup for split 1 and so has special VuStats requirements. Agent 12 will enter AUX mode on split 4 and log into split 1 when: no agents are available on split 1; more than nine calls are waiting in the split 1 q ueue; and at least one other agent is available in split 4. Therefore agent 12 must know: nThe number of agents available on split 1. nThe number of calls waiting on split 1. nThe number of agents available on split 4. The agent can determine the number of agents available on split 4 by viewing format 3 while logged into split 4. For ma t 7 NEXT For ma t 8 STAFF = 3 AV = 1 AUX = 1 WAIT = 0 %SER = 96OBJ = 95 %SER = 96 ASL = 0:30 ASA = 0:28 (The split objective is 95% of calls answered with the acceptable service level, the percent of calls answered within the acceptable service levels equals 96%, the number of seconds within which a call must be answered to be within the acceptable service level is 30, and the average speed of answer for the interval is 28 seconds.) (For the split: agents staffed equals 3; agents available equals 1; agents in AUX work mode equals 1; calls waiting in queue equals 0; and percent of calls answered within the acceptable service level equals 96%.)
Feature Descriptions 3-1246Issue 3 March 1996 Because the agent is not logged into split 1 when the information is requested, an object type of split is used to access sp lit 1 information. A second VuStats button is used for the split d isplay. The b utton can be administered with the ID for split 1 to eliminate the need to enter the split number when accessing this display and, if necessary, to prevent the agent from viewing statistics for other splits. One a dditional format will be required to present sp lit 1 statistics to agent 25. Figure 3-36. Agent 25 Split 1 Display Split Supervisors All three supervisors are interested in receiving statistics for the splits they manage including: nThe objective for the split. nThe rate at which calls are being answered for the split. nThe percent of calls answered within the acceptable service level. nThe oldest call waiting for the split. Each supervisor will require 1 VuStats button. One format will b e required to present the information requested. For mat 9 AV=0 WAIT=12 (For split 1: the number of available agents is 0; the number of calls waiting in queue is 12.)
VuS tat s Issue 3 March 1996 3-1247 Figure 3-37. Split Supervisor Display Supervisor 1 Supervisor 1 is also concerned with monitoring the elite VDN that routes to split 1. Since this VDN is only accessed by high volume clients, the supervisor wants to b e certain that service is always available. Therefore the supervisor wants to know: nThe percent of calls answered within the acceptable service level. nThe average speed of answer for a call coming in on the VDN. nIf any calls have abandoned. nIf any calls are waiting. nHow long the oldest call in the queue has been waiting. A second VuStats button and one additional format are required for the VDN display. Figure 3-38. Supervisor 1 VDN Display For ma t 10 S=1 OBJ=40 RATE=42 %SER=87 OLD=1:16 (This example shows the display for the split 1 supervisor. The split number is 1; the objective is 40 calls per hour; calls are being answered at a rate of 42 per hour; the percent in service level is 87; the oldest call in the split has been waiting 1 minute and 16 seconds.) For ma t 11 (The percent of calls answered within the acceptable service level is 96; the average speed of answer for a call on the split is 20 seconds; no calls have abandoned the split during the current interval; no calls are waiting in the queue.)
Feature Descriptions 3-1248Issue 3 March 1996 Sample Administration To implement this call center example, a system a dministrator would need to create a total of eleven VuStats display formats: eight with an object type of agent; two with an object type of split; and one with an object type of VDN. See “Call Center Examp le” in the VuStats section of the DE FI NITY Co mm unications System Generic 3 Version 4 Implementation, 555-230-655, or DE FI NITY Communications System Generic 3 V2/V3 Implementation , 555-230-653, for instructions about how this example could be administered. Considerations Some of the VuStats data is accumulated for an agent’s login session. If agents log in in the morning and then log out for lunch, they end their sessions and the system clears their accumulated data. When agents log in after lunch, they b egin new sessions. To accumulate a full day’s statistic s, agents and/or supervisors must keep a running total of all the agents’ login sessions. To circumvent the need to keep track of login sessions use historical data or have agents go into AUX mode when they are on break. The DEFI NI TY s yst em s have varying limits on how many measured agents or login IDs can be monitored and how many terminals can display VuStats data simultaneously. See Appendix A, System Parameters for capacities. Interactions nBCMS If BCMS is not active, you cannot receive BCMS reports. The VuStats feature disp lays data collected by BCMS, but you do not need to have BCMS enabled in ord er to use VuStats. VuStats operates normally without BCMS turned on. nCall Prompting A Call Prompting digits display automatically cancels the VuStats feature. The Call Promp ting d isplay overwrites the VuStats display and the VuStats button lamp extinguishes. When the a gent reactivates VuStats, the VuStats display overwrites the Call Prompting display. nCall Work Codes When the call work code (CWC) is activated, it automatically cancels the VuStats feature. The CWC d isplay overwrites the VuStats display and the VuStats button lamp extinguishes. If VuStats is activated while a CWC is being entered — that is, the pound (#) sign is not yet dialed — the CWC display is overwritten. In this case, the CWC is not sent and must be reentered.
VuS tat s Issue 3 March 1996 3-1249 nChange Skills An agent changing skills automatically cancels the VuStats feature. The display of the new skills overwrites the VuStats display and the VuStats button lamp extinguishes. When the a gent reactivates VuStats, the VuStats display overwrites the display of the new skills. nIntegrated Directory If a user activates the Integrated Directory feature, the VuStats feature is automatically cancelled. The Inte grated Directory display overwrites the VuStats display and the VuStats button extinguishes. When VuStats is reactivated, the VuStats display overwrites the Integrated Directory display. nMove Agents from CMS If an agent moves from one sp lit or skill to another, the change does not affect the ID administered to the VuStats (vu-display) button. If an agent is moved from one split or skill to another, the switch does not reassociate VuStats buttons (associated with the a gents previous split or skill) to the new split or skill. Therefore, in a call-environment in which agents are often moved between splits or skills, VuStats buttons should not have an assigned association with a specific split or skill. Instead, a VuStats b utton associated with the agent format (without an ID) should be assigned to each agent’s voice terminal, and a sp lit reference can be used to view the agent’s first, second, third, or fourth split/skill. nQueue-Status Indications The queue-status button display automatically cancels the VuStats feature. The queue-status display overwrites the VuStats display and the VuStats lamp extinguishes. When VuStats is reactivated, the VuStats display overwrites the queue-status disp lay. nService Observing On terminals with a one-line display, the Service Observing b utton display automatically cancels the VuStats feature. The Service Observing display overwrites the VuStats display and the VuStats lamp extinguishes. When VuStats is reactivated, the VuStats disp lay overwrites the Service Observing display
Feature Descriptions 3-1250Issue 3 March 1996 Administration In order to use VuStats, Automatic Call Distribution (ACD) and VuStats must b e optioned on the “ System-Parameters Customer-Options” form. Hunt Groups, Trunk Groups, and VDNs must also be administered as measured ‘internal’’ or ‘‘both.’’ Use the “ VuStats Display Format” form to administer the display formats. Up to 25 different 40-character display formats can be created. A feature button for ‘‘vu-d isplay’’ must be administered on those attendant consoles and voice terminals that will display VuStats data. A ‘‘next’’ button must be administered for voice terminals that will display linked formats. For d etailed instructions for a dministering VuStats, or for c om pleting the “VuStats Display Format” form, see the DEFINITY Communications System Generic 3 Version 4 Imp lementation, 555- 230-655, or DEFINITY Communications System Generic 3 V2/V3 Implementation , 555-230-653. Hardware Requirements VuStats is only available for attendant consoles and voice terminals with d i gital display capability. VuStats is most effective on voice terminals with two-line displays (of 40 characters per line), such as the CallMaster voice terminals. This type of display allows users to see call ap p earances on the top line and VuStats on the b ottom line. With other displays, VuStats overwrites call a p pearance information when a user presses the VuStats button.
Wideband Switching Issue 3 March 1996 3-1251 Wideband Switching Feature Availability The Wideband Switching feature is optional with G3V2 and later releases. Description The Wideband feature provides you with the a bility to d e dicate 2 or more ISDN B-c hannels or DS0 endpoints for applications which require large amounts of bandwidth. The ISDN-PRI d ivides a T1 (E1 for international switches) trunk into 24 (31 for E1) information channels and one signaling channel for standard narrowband communication. Certain ap p lications, such as video conferencing, require greater b andwidth, and it becomes necessary to aggregate several of those narrowband channels into one ‘‘wideband’’ channel to accommodate the extra bandwidth requirement. The DEFI NI TY switch may serve as a gateway to many types of high bandwidth traffic . Applications involving the Wideband Switc h ing feature are listed below: nVideo conferencing nWAN Disaster Re covery nScheduled batch processing (for example, nightly file transfers) nLAN Interconnections and Imaging nOther ap plications involving high-sp eed data or video transmission or a high degree of bandwidth NOTE: For a d ditional information on the DEFINITY system Wideband Switching feature, see the DEFINITY Communications System Generic 3 Wideband Technical Reference , 555-230-230, DEFINITY Communications System Generic 3 Version 4 Implementation , 555-230-655, or DEFI NIT Y Communications System Generic 3 V2/V3 Imp lementation , 555-230-653.
Feature Descriptions 3-1252Issue 3 March 1996 Technical Description The Wideband Switching feature provides end-to-end connectivity between endpoints at data rates from 128 to 1536 Kb ps over a T1 facility, or up to 1984 Kb ps over an E1 (European Standard) facility, according to the ITU-T a n d ANSI standards for 384 (H0, a 6 channel aggregate), 1536 (H11, a 24 channel aggregate or dedicated T1 trunk), and 1920 (H12, a 31 channel aggregate, or dedicated E1 trunk) Kb ps rates and ITU-T a n d ANSI sta n dards for NX64 Kb ps rates (where N may equal 2 to 24 on a T1 trunk and 2 to 31 on an E1 trunk). NOTE: Typically, a T1 facility provides for 23 B-channels and 1 data channel while an E1 facility provides 30 B-channels and 1 D-channel. If however, Non-Facility Associated Signaling (NFAS) is used, a group of T1/E1 facilities can be configured to share a single data channel allowing all but one of the T1/E1 facilities to be configured with an extra B-channel. DEFI NI TY switches can be configured for Wideband Switching for various uses, including the following: nSending data over a domestic network T1 facility, typically providing 1 D-channel and 23 B-channels. nSending data over an international network E1 facility, typically providing 1 D-c hannel and 30 B-channels. nAn ISDN-PRI line-side (switch to terminal) a p plication Each B-channel can provide 64 Kb ps transmission rates. There are two service types for encoding the aggregation of channels, both of which are sup p orted by the DEFINITY switch. NX64 allows the a ggregation of any channel groupings while H0, H11, and H12 have fixed channel assignments. Table 3-87 summarizes the ISDN channel types with the associated data rates that support Wi deband Switching. Table 3-87. ISDN Channel Types and Wideband Associated Data Rates Channel Type Data Rate H0 (6 channels) 384 Kb p s H11 (24 channels) 1536 Kb ps H12 (31 channels) 1920 Kb p s NXDS0 (2 to 31 channels) 128 to 1984 Kb p s
Wideband Switching Issue 3 March 1996 3-1253 Any endpoint with an ISDN-PRI interface can be administered for Wideband Switc h ing a p plications. For both network and line-side use, a Universal DS1 (UDS1) circuit p ack is the interface for carrying wideband calls. On the line side, an ISDN-PRI terminal adaptor such as the Paradyne Acculink Bandwidth Controller is used to support switched and permanent connections. Channel Allocation Wideband channel allocation is performed using one of three allocation algorithms: fixed, flexible, or floating. This subject is discussed in greater detail in the Im plementation Guide, but in brief: nFixed allocation provides contiguous channel a ggregation and the starting channel is constrained to a p redetermined starting point. (Used only for H0, H11, and H12 calls.) nFlexible allocation allows a Wideband call to occupy non-contiguous positions within a single T1 or E1 facility. nFloating allocation enforces contiguous channel aggregation but the position of the first channel is not constrained like it is in fixed allocation. Typical Uses Many Wideband Switching applications are video applications such as video conferencing or data applications. A typ ical video application is illustrated in Figure 3-39. The video application uses an ISDN-PRI interface to DS0 1 through 6 of the line-side facility. NOTE: A line-side facility is the use of ISDN-PRI between the switch and the terminal, in this case a video conference facility. Most lines b etween switch and audio terminals use the ISDN-BRI, and do not have the available bandwidth for this kind of application. Sp e cial line-side uses of ISDN-PRI have to b e arranged as special implementation needs. In a ctual use, the channels aggregated for Wideband use may not be contiguous and vary constantly.
Feature Descriptions 3-1254Issue 3 March 1996 Figure 3-39. Wideband Switching Video Application Considerations Glare and blocking are the two most pertinent trunking considerations when using Wideband Switching. Glare Glare arises when both sides of an ISDN-PRI interface simultaneously select the same B-channel for call initiation. For example, the user side of the ISDN-PRI interface selects a B-channel for an outg oing call. Before the network receives t h e S ETUP message, the network might select the same B-c hannel for a call. Even with channel negotiation schemes, glare might cause the call from the user side to be dropped. Since Wid e band Switching uses multiple B-channels, the possibility of glare is greater than it is with other calls. Network Definity Switch U D S I UDSI DSO 24 D-Channel DSO 7-23 Narrow Bands DSO 1-6 Wideband ISDN-PRI Trunk DSO 24 D-Channel DSO 7-23 Unused DSO 1-6 WidebandLine-side ISDN-PRI Port 1 Port 2 Video Application Ascend ISDN-PRI Terminal Adapter