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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 3-277 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 on multiple pages. A daily summary report is displayed on the last p a ge of the report. list bcms summary vdn 12345 day 5/14 BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995 Day: 5/14/95 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 Ginsu Knives 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 3-278Issue 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 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). VDN NAME — The name that is administered for this VDN. If no name exists, the VDN extension (for example, EXT 64532) is displayed. CALLS OFFERED — The total number of completed calls that accessed the VDN during the current interval. This calculation is: where OTHE R CA LLS are calls classified as forced busy or forced disconnect. ACD CALLS — The total number of calls to the VDN that ended in the specified interval and were answered b y an agent as a result of a queue to main or check backup split step. AVG SPEED ANS — The average time that calls spend in a ve ctor before being connected as an ACD call to an agent (for example, via a queue to the main sp lit or check backup step) during the current interval. This includes queue time and time ringing at an agent’s station. This calculation is: NOTE: A completed call may span more than one time p eriod. ACD calls that are in process (have not terminated) are counted in the time period in which they terminate. For example, 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 data for this call 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 while ringing an agent. Calls that a bandoned immediately after the agent answered are recorded as NUM ANS. CALLS OFFERED=NUM ANS+FLOW OUT+OTHER CALLS+NUM ABAND AVG TIME TO CONNECT= NUM ANS Total Time Calls spend in VDN be f ore being answered _ _______________________________________________
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 of c alls that were route d to a station, attendant, or announcement, and were answered there. FLOW OUT — The total number of calls that were route d to another VDN or to a trunk. FLOW OU T does not include calls that encounter a goto vector command or calls that forward to another extension (which are tracked as CONNected CALLS). 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 b e 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 3-280Issue 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 switch measurement reports for telemarketing centers or customer service centers. These reports can help in managing ACD splits (hunt groups) without the need for an adjunct CMS. The maximum number of measured agents for the BCMS feature is limited to 200 (Generic 3). An a gent can be a member of up to three splits, but is treate d as a single agent. An agent can be assigned to as many splits as you like, but the agent can only log into three splits at most. The maximum number of CMS measured agents (both basic and adjunct) is restricted to 400. Agents in multiple splits are counted as one for each split that he or she is assigned. The maximum number of internally measured trunk groups is limited to 32 (Generic 3). The maximum number of internally measured sp lits is limited to 99 (Generic 3). If a split is assigned more than 200 a gents in Generic 3, it cannot be measured internally. A maximum of 25 time intervals are allocated for storing data. A time interval can be either a one-hour or a one-half hour interval. A maximum of seven summary days is stored for each historical report. The maximum number of internally measured trunk group members is limited to 400. The a d dition of an EPN can affect the operation of the measurements only when the EPN is unavailable. Any resource that resides in the EPN cabinet is not available for use or for measurement data. If a remote Management Terminal connected to the EPN and the fiber link goes down, the Management Terminal session is dropped and the login prompt appears. Interactions The following features interact with the BCMS feature:
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 been in queue for the split. Calls that cover due to the split queue being ful l d o not c a u se t he FLOW OUT field to be incremented nCall Forwarding Calls forwarded to a BCMS measured split from an extension are treated like new incoming calls to that split. INFLOW and OUTFLOW counts are not affected. If a split’s calls are forwarded, inflow and outflow a p ply. An agent’s call forward ing does not forward ACD calls. nCall Pickup Calls answered using the call pic kup feature are treated as non-ACD calls (EXT N I N ) f o r the a gent picking up the call. ACD calls that are picked up for a BCMS measured agent are included in the FLOW OUT column on the BCMS Split report. nCall Vectorin g With Call Vectoring, calls can be queued to up to three splits. ACD call count are pegged to the answering split. Abandoned calls, outflows, and disconnects are credited to the first (primary) split. If a call that is queued for three splits is answered by the second or third split, BCMS records an outflow for the primary sp lit, b oth an answer and inflow for the answering split, and nothing for the other split (the split that is neither the answering split nor the primary sp lit). nConference/Transfer When an agent conferences or transfers an ACD call, the agent is credited with an ACD call and an ExtnOut call. nEA S BCMS does not use LoginIDs. Tracking for agents is done strictly on physical extensions. Therefore if multiple agents use a single phone (different shifts) the d ata is combined for these agents and accessed via an extension number. nHunt Groups The BCMS measurements are not determined in the same way as hunt group measurements although some of the information is similar. Therefore, the two reports may represent the data differently.
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 being moved into an unmeasured sp lit. If the adjunct CMS attempts to move an agent that is not being measured by BCMS into a sp lit that is being measured by BCMS, and the move would exceed the maximum of 30 measured agents, the switch rejects the move. Otherwise, internal BCMS measurements are started for the agent. If the adjunct CMS moves an a gent from a split that is measured by BCMS to a split that is not BCMS measured, internal measurements for the agent are sto p pe d. nNight Service When night service is activated for a split, new calls go to an alternate destination. The sp lit in night servic e does not consider these calls to be OUTF LOW . Th e calls are treated as new incoming calls if the destination is a measured split (that is, they are not considered INFLOW). nSystem Measurements DEFI NI TY Com munications System Generic 3 can have BCMS reports, adjunct CMS reports, and switch traffic measurements simultaneously. The BCMS measurements are not determined in the same way as trunk group measurements although some of the information is similar. Therefore, the two reports may represent data differently. Administration The BCMS is a dministered by the System Ad ministrator. The following items require administration: nCommunication Interfaces If the link to the adjunct CMS has b een administered, CMS measurements must be busied-out (busyout sp-link command) in ord er to a d d/remove adjunct CMS and BCMS measured agents or trunks to the switch. When the “busyout” has been released, adjunct CMS checks for translation changes and, if they exist, the c urrent d atabase is u pd ated and measurements are restarted. If the link has not been administered (BCMS measurements only), the busyout sp-link command is not required to change translation data. nHunt Group and Trunk Group The measured field on the Hunt Group and Trunk Group forms should be administered as one of the following:
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 agents must be logged off to start measurements. nSystem Ad ministration The BCMS field must be set to y by an authorized AT&T employee. nSystem-Parameters The following items require administration: — Measurement interval—Specifies what time interval is used for polling and reporting measurement data. The time c an b e specified by hour or half-hour intervals with “hour” as the default. There is a maximum of 25 time slots available for measurement intervals. If hourly is specified, an entire day of traffic information is available for history reports; otherwise, only half a day is available. This does not affect daily summaries as they always reflect traffic information for the entire day. The interval may be changed anytime, but does not go into effect until the top of the hour. — Printer information for the system printer—This includes the printer extension, EIA device b it rate, and lines per page. Hardware and Software Requirements No a d ditional hardware is required to support the BCMS feature. However, a customer may decide to use an asynchronous system printer to o btain hard copies of BCMS history reports. The system printer can be interfaced to the switch through the EIA port on the processor board or through any of the alternate data interfaces such as PDMs connected to a digital port, or ADUs connected to a data line circuit port. BCMS software is required.
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 call appearance, the primary extension and the button numb er associated with it is administered on any two-lamp button on the bridging station voice terminal. The Brid g ed Call Ap pearance feature is used by lifting the handset and p ressing the Bridged Ap pearance button. The user is then bridged onto the other voice terminal’s primary extension numb er and can handle calls on that extension number. The bridged appearance can be used to originate calls from, and answer calls to, the other voice terminal’s primary extension number. The user can also bridge onto an existing call to or from the other voice terminal. An incoming call rings the primary extension number’s voice terminal and all voice terminals that have a brid g ed call appearance of the voice terminal’s primary extension number. Each voice terminal is visually alerted for all bridged appearances on the voice terminal, but has the option of aud i ble ringing. NOTE: See the Ringing — Abbreviated and Delayed feature for other bridged appearance alerting option. A b rid ged call appearance can be assigned to any two-lamp button. It does not require the use of a regular call appearance. A bridged call appearance can b e used just like a regular call a p pearance for most features. For example, the Conference, Transfer, Hold, Drop, and Priority Calling features can be used from a bridged appearance, just as they would be used from a regular call appearance. G3V4 and later releases allow for the administration of a voice terminal with zero call appearances of its primary extension. In this way, a voice terminal can be administered to have only bridged appearances.
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 indicate when messages are waiting for the primary extension. nThe Call Forwarding All Calls and Call Forwarding Busy/Don’t Answer buttons can be administered to activate call forwarding for any extension that is on the voice terminal even if this extension is a bridged appearance. In addition, the lamp associated with the call forwarding button can be administered to track the call forwarding status of any extension. In this way, a bridged user cannot only activate or deactivate call forwarding for all p rimary and b rid ged appearances of the extension from the b rid ged a p pearance terminal, but the bridged appearance terminal will show the call forwarding status of the specified extension. nThe Send All Calls button can be administered to activate Send All Calls for any administered extension. In ad dition, the lamp associated with Send All Calls tracks the status of the administered extension. In this way, a bridged user can activate Send All Calls for the primary extension user. Sample Applications The Brid ged Call Ap pearance feature allows calls to b e handled from more than one voice terminal. Some practical uses of this c a pability are as follows: nA secretary making or answering calls on an executive’s primary extension These calls can be placed on hold for later retrieval by the executive, or the executive can simply bridge onto the call. In all cases, the executive handles the c all as if he or she had placed or answered the call. It is never necessary to transfer the call to the executive. nA secretary taking c are of details for an executive who is already active on a call A secretary can bridge onto an active call and take down information su ch as an address or telephone number. nVisitor telephones An executive may have another voice terminal in his or her office that is to be used b y visitors. It may be desirable that the visitor be able to bridge onto a call which is active on the executive’s primary extension number. A bridged call a p pearance makes this possible.
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 of his or her time in the same place. For this typ e of user, it is convenient to have his or her extension number bridged at several different voice terminals. nExecutive suite environments With G3V4 and later releases, terminals can be administered with zero call appearances of their primary extension number. When this feature is combined with extension a dministrable buttons and lamps, it is possible to administer several nearly identical phones for one office suite. The user can then operate his or her voice terminal the same way regardless of which voice terminal is being used. Security G3V4 and later releases provide a system option that prohibits bridged terminals from bridging on to a call when the call has Data Priva cy or Data Restriction enabled. Considerations A voice terminal’s primary extension number can have an appearance on up to seven (15 for G3r) other voice terminals. The numb er of bridged call appearances allowed at each voice terminal is limite d only b y the number of two-lamp buttons available on the voice terminal. Up to six parties can be off-hook and involved in a conversation on a bridged appearance of an extension. It is recommended that a bridging voice terminal have a bridged call appearance corresponding to each call appearance of the primary extension number at the bridged voice terminal. For examp le, if a primary voice terminal has three call appearances, then a bridging voice terminal should have three bridged call a p pearances of that primary extension. This allows users to refer to the individual call appearances when talking about a specific call. Bridged call appearances may result in the reduction of available feature buttons, thereby reducing a user’s capabilities. A Call Coverage module or expansion module can be used to provide up to 20 bridged call appearances.