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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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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. Calls that cannot queue (for example, queue full, or calls that receive a busy signal from the Central Office because there aren’t any available trunks) are not included in the INCOMING ABAND number. Also included are calls directly to staffed ACD agents that are unanswered. 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 seconds (CCS). Refer to the Glossary for a description of the term CCS or hundred call seconds. OUTGOING CALLS — The total num ber of outgoing calls for this trunk group during the specified reporting interval. OUTGOING COMP — The total number of outgoing calls that were placed over this trunk group and answered during the specified reporting interval. NOTE: Comp letion is determined b y either return of network answer supervision, or a call that lasts longer than the answer supervision time-out parameter; whichever occurs first. OUTGOING TIME — The average holding time for outgoing calls during the specified reporting interval. The calculation is: OUTGOING CCS — The total holding time for outgoing calls from this trunk group. The units are expressed in CCS. INCOMING TIME= Total Number o f Incoming Calls Total Holding Timeforall Incoming Calls _ ____________________________________ OUTGOING TIME= Total Number o f Outgoing Calls Total Holding TimeforOutgoing Calls _ _________________________________
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 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 reporting purposes, call data is stored during the time interval (hour or half-hour) that the trunk goes idle, not when the station releases. Also, changing the number of trunks in a trunk group can cause unexpected results for that interval. BCMS Trunk Group Summary Report The BCMS Trunk Group Summary Report provides information about BCMS-measured trunk groups. You can specify the trunk groups you want included in the report. The BCMS Trunk Group Report can be used by the ACD administrator and/or manager to monitor use of one or more trunk groups and to determine the optimal number of trunks for the trunk groups. Note that this a p plies only to trunk groups measured by BCMS. This report is similar to the BCMS Trunk Group Report except that the information for a trunk a p pears on separate lines of the report, with totals of activity for all trunks in the trunk group for the sp ecified time. You can sp ecify up to 30 trunk groups. You c an print the report for a certain time period specified in either hours or days (up to 7 days). The report displays only the information that exists and does not i dentify absent data. If d ata does not exist for a specified trunk group, the trunk group does not %ALL BUSY= Time Interval Total o f all Busy Times _ _____________________ ´( 100 ) %TIME MAINT= Time Interval´Number o f Trunks in Group Total Maintenance Busy Time´100 _ ______________________________________
Basic Call Management System (BCMS) Issue 3 March 1996 3-269 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 are for completed calls only. nAsterisks in a field indicate that the maximum for that field is exceeded. nA single asterisk at the end of a time or date field indicates that during the interval, trunk group administration occurred that changed the number of trunks. Screen 3-21. BCMS Trunk Group Summary Report — Hourly list bcms trunk sum 23-25 time 8:00 BCMS TRUNK GROUP SUMMARY REPORT Switch Name: Lab Model Date: 12:59 pm THU APR 20, 1995 Time: 8:00-13:00 | INCOMING | OUTGOING |%ALL %TIME GROUP NAME |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY MAINT IN-800 23 2 2:15 31.02 1 1 1:36 0.96 0 0 OUT-WATTS* 35 2 1:48 35.74 4 4 1:42 4.08 0 0 TIE-GROUP 24 1 1:40 22.93 0 0 :00 0.00 0 0 ----------- ----- ---- ------ -------- ----- ----- ------ ------ --- --- SUMMARY 82 5 1:54 29.89 5 5 1:39 2.52 0 0
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 format. Start and sto p times are o ptional. Re ports always start at the top of the time interval (either hour or half-hour). If no start time is given, the report displays data accrued for the previous 24 time intervals. A stop time requires an associated start time. If no stop time is given, the last completed time interval (hour or half-hour) is the default. If no start time or stop time is given, the report displays data accrued for the previous 24 time intervals. If you specify ‘‘day’’ in the command and do not include a start day or stop day, the report d isplays data accrued for the previous six days and data accrued through the most recently completed interval (hour or half-hour). 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. GROUP NAME — The name that is a dministered for this trunk group. If no name is administered, this field is displayed as blank. 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. Calls that cannot queue (for example, queue full, or calls that receive a busy signal from the central office because there are no available trunks) are not included in the INCOMING ABAND number. Also included are calls directly to staffed ACD agents that are unanswered. list bcms trunk sum 23 day 4/20/95 BCMS TRUNK GROUP SUMMARY REPORT Switch Name: Lab Model Date: 12:59 pm THU APR 20, 1995 Day: 5/17/95 | INCOMING | OUTGOING |%ALL %TIME GROUP NAME |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY MAINT IN-800* 82 5 1:54 29.89 5 5 1:39 2.52 0 0 ----------- ----- ---- ------ -------- ----- ----- ------ ------ --- --- SUMMARY 82 5 1:54 29.89 5 5 1:39 2.52 0 0
Basic Call Management System (BCMS) Issue 3 March 1996 3-271 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 seconds (CCS). Refer to the Glossary for a description of the term CCS or hundred call seconds. OUTGOING CALLS — The total num ber of outgoing calls for this trunk group during the specified reporting interval. OUTGOING COMP — The total number of outgoing calls that were placed over this trunk group and answered during the specified reporting interval. NOTE: Comp letion is determined b y either return of network answer supervision, or a call that lasts longer than the answer supervision time-out parameter; whichever occurs first. OUTGOING TIME — The average holding time for outgoing calls during the specified reporting interval. The calculation is: OUTGOING CCS — The total holding time for outgoing calls from this trunk group. The units are expressed in CCS. % 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. INCOMING TIME= Total Number o f Incoming Calls Total Holding Time for all Incoming Calls _ __________________________________ OUTGOING TIME= Total Number o f Outgoing Calls Total Holding Time for Outgoing Calls _ ________________________________ %ALL BUSY= Time Interval Total o f all Busy Times _ _____________________ ´( 100 )
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 reporting purposes, call data is stored during the time interval (hour or half-hour) that the trunk goes idle, not when the station releases. Also, changing the number of trunks in a trunk group can cause unexpected results for that interval. BCMS VDN Report The BCMS VDN Re port provides statistical information for the specified VDN. Depending on specifics from the command line, the information may be displayed as either a time interval or a daily summary. If neither ‘‘time’’ nor ‘‘day’’ is specified, ‘‘time’’ is the default. In this case, the report displays data accrued for the previous 24 time intervals (hour or half-hour), including data from the most recently completed interval. The next two sc reens show the VDN Number Report — Hourly and the VDN Number Report — Daily. NOTE: When analyzing this report, keep the following things in mind: nAll averages are for completed calls only. nA c ompleted call may span more than one time period. ACD calls that are in process (have not terminated) are counted in the time period in which they terminate. For exam ple, if an ACD call be gins in the 10:00 to 11:00 time p eriod, but terminates in the 11:00 to 12:00 time period, the data for this call is counted in the 11:00 to 12:00 time period. nAsterisks indicate that the maximum for the associated field has been exceeded. %TIME MAINT= Time Interval´Number o f Trunks in Group Total Maintenance Busy Time´100 _ ______________________________________
Basic Call Management System (BCMS) Issue 3 March 1996 3-273 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 report is displayed on multiple pages. A daily summary report is displayed on the last p a ge of the report. VDN — The VDN specified with the command line. list bcms vdn 12345 time 8:00 12:00 BCMS VECTOR DIRECTORY NUMBER REPORT Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995 VDN: 12345 VDN Name: Ginsu Knives Acceptable Service Level: 17 AVG AVG AVG CALLS % IN CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV TIME OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL 08:00-09:00 79 50 :39 5 :45 2:30 0 0 24 85* ----------- ----- ----- ----- ----- ----- ----- ----- ---- ---- --- SUMMARY 79 50 :39 5 :45 2:30 0 0 24 85 list bcms vdn 12345 day 5/14 BCMS VECTOR DIRECTORY NUMBER REPORT Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995 VDN: 12345 VDN Name: Ginsu Knives Acceptable Service Level: 17 AVG AVG AVG CALLS % IN CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV DAY OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL 5/14/95 79 50 :39 5 :45 2:30 0 0 24 85* ----------- ----- ----- ----- ----- ----- ----- ----- ---- ---- --- SUMMARY 79 50 :39 5 :45 2:30 0 0 24 85
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 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 time is given, the report displays data accrued for the previous 24 time intervals. If you specify ‘‘day’’ in the command and do not include a start day or stop day, the report displays d ata accrued for the previous six days and data accrued through the most recently completed interval (hour or half-hour). CALLS OFFERED — The total number of ended calls that a c cesse d the VDN during the current interval. This calculation is: ACD CALLS — The total number of calls to the VDN that ended in the specified interval and were answered b y an agent in a BCMS-measured hunt g roup. ACD calls include calls that reached the split via the queue-to-main, check backup, route-to, messaging split, or adjunct routing commands. AVG SPEED ANS — The average speed of answer for answered ACD and CONNect calls that have ended for this VDN during the current period. This includes time in vector processing, time in a split’s queue, and time ringing. This calculation is: NOTE: A completed call can span more than one time p eriod. ACD calls that are in process (have not terminate d) are counted in the time p eriod in which they terminate. For exam ple, if an ACD call begins in the 10:00 to 11:00 time period, but terminates in the 11:00 to 12:00 time period, the d ata for this c all is counted in the 11:00 to 12:00 time period. ABAND CALLS — The total number of calls that have abandoned from the VDN before being answered or outflowed to another position during the current interval. This value includes calls that abandoned while in vector processing or CALLS OFFERED=NUM ANS+FLOW OUT+CALLS BUSY / DISC+NUM ABAND AVG SPEED ANS= Total ACD Calls+Total Connect Calls Total Answer Time _ __________________________________
Basic Call Management System (BCMS) Issue 3 March 1996 3-275 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 calculation does not include ring time at an agent’s voice terminal. The calculation is: CONN CALLS — The number of ended calls that were route d to a station, attendant, or announcement, and were answered there. FLOW OUT — The total number of ended calls that were routed to another VDN or to a trunk, including successful lookahead attempts. FLOW OU T does not include calls that encounter a goto vector command. Once a call outflows, the system does not take further measurements on the call for this VDN. As a result, if an outflowed call later abandons, it is not recorded in NUM ABAND for this VDN. CALLS BUSY/DISC — The total numb er of calls that were forced busy or forced disconnect during the current interval. This value does not include abandoned calls. % IN SERV LEVL — The percentage of calls that were answered with the administered service level for this VDN. Calculate as the following: where accepted is the number of answered calls ( num ans) whose answer time was less than or equal to the administered service level for the VDN. num ans here refers to the data item on the form of the same name. AVG ABAND TIME= Total Number o f Abandoned VDN CallsTotal VDN Abandon Time _ __________________________________ AVG TALK TIME= NUM ANS Total VDN Talk / Hold Time _ _______________________ %IN SERV LEVL= calls o ff ered accepted *100 _ _____________
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 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. enter command: prompt. BCMS VDN Summary Report This report is similar to the VDN Report except that you can specify up to 30 extensions to include in the report. Also, this report provides one line of data for each VDN included in the report, and the one line includes all data for the specified times. If no data exists for a VDN, the VDN d oes not a p pear on the report. Screen 3-25. BCMS VDN Summary Report — Hourly Summary list bcms summary vdn 12345, 13443-13448 time 8:00-12:00 BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995 Time: 8:00-12:00 AVG AVG AVG CALLS % IN CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV VDN NAME OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL EXT 13443 0 0 :00 0 :00 :00 0 0 0 EXT 13444 0 0 :00 0 :00 :00 0 0 0 EXT 13445 0 0 :00 0 :00 :00 0 0 0 EXT 13446 0 0 :00 0 :00 :00 0 0 0 EXT 13447 0 0 :00 0 :00 :00 0 0 0 EXT 13448 0 0 :00 0 :00 :00 0 0 0 Ginsu Knive 79 50 :39 5 :45 2:30 0 0 24 85* ----------- ----- ----- ----- ---- ----- ----- ----- ---- ---- --- SUMMARY 79 50 :39 5 :45 2:30 0 0 24 85