Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

							  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Trunks Required Report4-9
Prerequisite 
System 
Administration
4
You must have write permission for the Forecast subsystem.
Trunks Required 
Input Window
4
To run the Trunks Required Forecast, you must complete the Trunks 
Required Input window (Figure 4-3
).
Figure 4-3:  Trunks Required Input Window
Field Descriptions4Trunk blocking probability:
Enter a number from 1 to 100. This number tells 
CentreVu CMS, as a 
percentage of time, how often calls will be blocked from reaching the 
ACD because all trunks are busy.
You may enter a decimal to specify percentages of less than one (for 
example, 1.25, which means 1¼ percent).
Average trunk holding time per call:
Enter the targeted or expected number of seconds each call, on average, 
should be connected to a trunk. This time would include time a call on a 
trunk waited in queue, as well as time connected to an agent.
Number of trunks:
Enter the maximum number of trunks for which you want 
CentreVu CMS 
to calculate call volume.
You may also enter a range of trunks (for example, 20-45). 
						

							  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Trunks Required Report4-10
Gradations (y/n):
Enter a y if you want only gradations of trunk quantities listed in the 
report. Enter an n if you want to list every possible quantity of trunks, as 
specified in the Number of trunks: field.
Report destination (Select one):
Enter an x next to Terminal, Printer, or File.
lTerminal is the default destination.
lIf you selected Printer and want to use a printer other than your 
default printer, enter the printer name in addition to the x.
lIf you selected File, enter a file name. If the file name already 
exists, the existing file is overwritten with the new report data. The 
file is in your home directory in the 
UNIX system (/usr/) or 
Solaris system (/export/home/) unless you specify a full path name. 
						

							  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Trunks Required Report4-11
Trunks Required 
Report Example
4
A description of each report item follows the report example in the Trunks 
Required Forecast Report Description table.
Figure 4-4:  Trunks Required Report Example
Table 4-2:  Trunks Required Report Description
Report Heading What It Means
% Trunk Blocking 
ProbabilityThe percentage of time, specified on the Trunks Required Input window, 
that calls will be blocked because all trunks are busy.
sec Trunk Holding 
Time/CallThe average number of seconds, specified on the Trunks Required Input 
window, that each call will be connected to a trunk.
Trunks ReqdThe number of trunks specified on the Trunks Required Input window, or 
an increment of trunks within the range of trunks specified on the Trunks 
Required Input Window.
Calls Carried/ Interval The number of calls the associated number of trunks can handle during 
your intrahour interval.
Usage Rate (Erlangs)Total trunk occupancy of the associated number of trunks, expressed in 
Erlangs (see “
Things to Know About Report Data” ). 
						

							  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Trunks Required Report4-12 
						

							  Trunk Performance Report CentreVu CMS R3V5 Forecast  585-215-825
General Information5-1
5 Trunk Performance Report
General Information5
The Trunk Performance report estimates, at the busiest intervals in a 
specified range of historical dates, what the usage rate and blocking 
percentages were for the selected trunk group(s).
The report also tells you, given the objective blocking percentage(s) specified 
in the Trunk Group Profile window, how many trunks the trunk group(s) would 
have needed during the busiest intervals to meet the objectives.
Figure 5-1:  Trunk Performance Report Administration Overview
Guidelines for 
the Trunk 
Performance 
Report
5
The Trunk Performance Report tells you, based on the number of calls in a 
period of time in the past (usually a month), how many trunks in a trunk group 
will maximize call handling efficiency.
To make its calculations, the Trunk Performance Report requires trunk group 
data in which the number of trunks in the trunk group is the same for each 
day. The number of trunks uses data that is found in the Stop date 
(mm/dd/yy or -n: field. Therefore, you must have data (collected by the 
Forecast Manager from historical trunk group tables in the forecast tables) 
for the Stop date (mm/dd/yy or -n: you specify. Only data for dates 
between your Start date (mm/dd/yy or -n: and your Stop date 
(mm/dd/yy or -n: which has the same number of trunks are used in the 
calculation.
NoteThis report does not actually predict the number of trunks needed.
Data Storage Allocation
Trunk Group Profile
Forecast Manager
Trunk Group Performance
NoteThis report does not actually predict the number of trunks. 
						

							  Trunk Performance Report CentreVu CMS R3V5 Forecast  585-215-825
General Information5-2
If a row in the report contains all zeros except for Objective Blocking, then 
there was no data found in the forecast trunk group tables between the 
Start date (mm/dd/yy or -n: and the Stop date (mm/dd/yy 
or -n: field to make a calculation on.
Things to Know 
About Report 
Data
5
lCentreVu™  CMS finds the number of trunks each trunk group had 
on the stop date of the report time period. 
CentreVu CMS then 
searches for the 5 busiest days in the report time period where the 
trunk group had that same number of trunks.
lFrom the 5 busiest days, the 5 busiest intervals are selected. This 
trunk group interval data may be marked incomplete if the link was 
down or if there were trunk failures or trunks were made 
maintenance busy while on a call. You may direct 
CentreVu CMS to 
consider incomplete data in the busy interval calculation or choose 
not to.
lThe Trunks Performance Report, in addition to calculating the 
number of calls carried for each trunk group, tells you what the 
usage rate of the trunks in each trunk group will be.
The report presents the usage rate in Erlangs. An Erlang is 100 
percent occupancy of one trunk in a given time frame — for this 
forecast, the length of your intrahour interval. If the report shows a 
usage rate of 7 Erlangs and your intrahour interval is 30 minutes, 
this means the trunk occupancy of all trunks added together would 
equal 210 minutes (7 times 30 minutes). If your intrahour interval 
were 15 minutes, 7 Erlangs would equal a total trunk occupancy of 
95 minutes.
Therefore, you could think of 7 Erlangs as equivalent to 7 trunks 
occupied for the whole intrahour interval. Or, from a different 
perspective, you could think of 7 Erlangs as meaning that, on 
average, 7 trunks will be in use at any given time in the interval.
NoteFor a detailed explanation of how CentreVu CMS generates 
forecast data, see the section, “How the Forecast System 
Generates Data,” at the end of this chapter. 
						

							  Trunk Performance Report CentreVu CMS R3V5 Forecast  585-215-825
General Information5-3
Prerequisite 
System 
Administration
5
lYou must have previously defined a Trunk Group Profile for each 
trunk group in the report.
lThe Forecast Manager must have collected data for the days in the 
reporting period. If not, you may manually run the Forecast Manager 
to collect data for those days, providing that the data is still in the 
historical database. 
						

							  Trunk Performance Report CentreVu CMS R3V5 Forecast  585-215-825
Trunk Performance Input Window5-4
Trunk Performance Input Window5
To run a Trunk Performance Report, you must complete the Trunk 
Performance Input window (Figure 5-2
).
Figure 5-2:  Trunk Performance Input Window
Field Descriptions5Start date (mm/dd/yy or -n:
Enter a past date as a relative day (for example, -2 means 2 days ago) or 
in mm/dd/yy format. This is the first date in the time period for which 
CentreVu CMS will check call volume and trunk usage.
Stop date (mm/dd/yy or -n:
Enter a past date as a relative day or in mm/dd/yy format. This is the last 
date in the time period for which 
CentreVu CMS will check call volume 
and trunk usage.
The stop date must be more recent than the start date.
Trunk group(s):
Enter the number(s) or name(s) of the trunk groups for which you want 
trunk performance data.
Consider incomplete data (y/n:
Enter y or n. Enter y if you think your trunk group data may be 
incomplete due to link outages (link between 
CentreVu CMS and the  
						

							  Trunk Performance Report CentreVu CMS R3V5 Forecast  585-215-825
Trunk Performance Input Window5-5
switch) or frequent trunk failures. This allows consideration of data that 
would not normally be found in a busy interval since some trunks were 
not working or data was not being collected for some portion of the 
interval.
Report destination (Select one:
Enter an x next to Terminal, Printer, or File.
lTerminal is the default destination.
lIf you selected Printer and want to use a printer other than your 
default printer, enter the printer name in addition to the x.
lIf you selected File, enter a file name. If the file name already 
exists, the existing file is overwritten with the new report data. The 
file is in your home directory in the 
UNIX* system (/usr/) or 
Solaris system (/export/home/) unless you specify a full path name.
*UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open 
Corporation. 
						

							  Trunk Performance Report CentreVu CMS R3V5 Forecast  585-215-825
Trunk Performance Report Example5-6
Trunk Performance Report Example5
A description of each report item follows the report example in the Trunk 
Performance Report Description table.
Figure 5-3:  Trunk Performance Report Example