Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

							  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Trunk Performance Report6-19
Trunk Performance Report6
This section includes all the algorithms used in the Trunk Performance 
report.
Algorithm for 
Tru nk  
Performance
6
This algorithm estimates, at the busiest intervals in the specified time 
period, the number of trunks required to meet your objective blocking 
percentage.
To determine the actual blocking percentage for a trunk group, 
CentreVuCMS uses the following algorithm:
1. Find the trunk occupancy for the trunk group in the average busy 
interval for the period of the report.
2. Convert the trunk occupancy into Erlangs (that is, the number of 
trunks that are likely to busy at any given point in time). For 
example, if at any point in time 8 trunks are likely to be busy, trunk 
occupancy is 8 Erlangs. This is the actual carried load for the busy 
hour and represents the trunk occupancy due to calls that actually 
connected to the switch.
3. Set lower and upper boundaries for offered load. The offered load is 
the actual carried load, plus the additional load that would have 
occurred if blocked calls had connected to the switch. The initial 
upper boundary for the offered load is set at twice the actual carried 
load. The initial lower boundary is set at 0.
4. Find the midpoint of the lower and upper boundaries, and use this 
midpoint as the offered load in Equation 1.
5. Complete the following equation to find the estimated blocking 
percentage 
P (which will be represented as a decimal between 0 
and 1).
(1)
where 
a = load in Erlangs (midpoint), n = the number of trunks.
6. Complete Equation 2 to find an estimated carried load. Use the 
estimated blocking percentage 
P found in Step 5 and the offered 
load (midpoint) found in Step 4.
carried = offered (1-P)(2)
Pa
n
n!------
1a
k
k!-----
k1
n
å+
----------------------------- = 
						

							  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Trunk Performance Report6-20
Compare the estimated carried load found in Step 6 with the actual 
carried load found in Step 2.
If the estimated carried load is greater than the actual carried load:
a. Return to Step 3, and replace the upper boundary with the 
midpoint previously found in Step 4.
b. Repeat Step 4 to find the new midpoint of the lower and upper 
boundaries.
c. Repeat Steps 5 through 7.
If the estimated carried load is less than the actual carried load:
7. Return to Step 3, and replace the lower boundary with the midpoint 
value previously found in Step 4.
8. Repeat Step 4 to find the new midpoint of lower and upper 
boundaries.
9. Repeat Steps 5 through 7.
If the estimated carried load approximately equals the actual carried load, 
the estimated blocking percentage found in Step 5 is the actual blocking 
percentage.
“Approximately equals” means that the following expression is true:
difference between actual and estimated load³ .0001´estimated load
Once the offered load has been found, it is used to find the number of 
trunks which should have been in the trunk group to meet your blocking 
objective. A recursive formula is used to calculate the actual probability of 
blocking 
P.
where 
a = offered load in Erlangs, n = the number of trunks, and 
Pn = probability of blocking where there are n trunks.
The number of trunks 
n starts at 0 and counts up until the actual blocking 
probability 
P becomes less than or equal to the objective blocking 
probability.
P01.0=
Pn
aPn1–
naP+ ------------------n1–= 
						

							  Glossary CentreVu CMS R3V5 Forecast  585-215-825
GL-1
Glossary
Abandoned CallA call in which a caller hangs up before receiving an answer from an agent. 
The call could be queued to a split or in the vector/VDN before abandoning.
Access PermissionsPermissions assigned to a CMS user so that user can access different 
subsystems in CMS or administer specific elements (splits/skills, trunks, 
vectors, etc.) of the ACD. Access permissions are specified as read or write 
permission. Read permission means the CMS user can access and view 
data (for example, run reports or view the Dictionary subsystem). Write 
permission means the CMS user can add, modify, or delete data and execute 
processes.
ACDSee 
Automatic Call Distribution.
ACD CallA call that queued to a split/skill and was answered by an agent in that 
split/skill, or a call that queued as a direct agent call and was answered by 
the agent to whom it was queued.
ACWSee 
After Call Work.
After Call Work 
(ACW)An agent state generally representing work related to the preceding ACD 
call. Going on-hook after an ACD call during MANUAL-IN operation places 
the call in ACW. With Generic 1 and Generic 3, ACW is accessible by a key 
on the agents set and may not be related to an ACD call.
AgentA person who answers calls to an extension in an ACD split/skill. The agent 
is known to CMS by a login identification keyed into a voice terminal.
Agent OccupancyThe average percentage of time that you are expecting or targeting for each 
split/skill agent to spend, while logged in, on ACD calls and in after call work 
(ACW).
Agent StateA feature of agent call handling. Agent states are the different call work 
modes an agent can be in (ACD, ACW, AVAIL, AUX, UNSTAFF, DACD, 
DACW, OTHER, UNKNOWN, RING). Data about these states is displayed in 
real-time and historical reports. 
See the definition of each state for additional information. 
						

							  Glossary CentreVu CMS R3V5 Forecast  585-215-825
GL-2
AlgorithmA prescribed set of well-defined rules or instructions for the solution of a 
problem; for example, the performance of a calculation, in a finite number 
of steps. Expressing an algorithm in a formal notation is one of the main 
parts of a software program.
Automatic Call 
Distribution (ACD)A switch feature. Automatic Call Distribution (ACD) is software that 
channels high-volume incoming call traffic to agent groups (splits or 
skills).
Also an agent state where the extension is engaged in an ACD call (with 
the agent either talking to the caller or the call waiting on hold).
Average Agent Service 
TimeThe average time you are expecting or targeting for each agent to spend 
on an ACD call, including talk time and ACW time. 
Average Speed of 
AnswerThe average time you are expecting or targeting for callers to wait in 
queue before connecting to an agent.
BlockingUsed by the Forecast subsystem just as traffic engineers use it: to model 
system performance based on specified levels of accessibility to the 
system. This blocking objective is administered on a trunk-group-by-
trunk-group basis in the Forecast subsystem.
Call Handling ProfileA set of objectives describing how you want a split/skill to handle calls. 
Call Volume/Agents 
ForecastA type of forecast report which calculates the expected number of calls 
(forecast calls carried) and the number of agents required to handle 
those calls within the objectives you specified in the call handling profile.
Calls CarriedThe number of inbound/outbound calls carried. 
Forecast uses historical data to determine the sum of the ACD and 
abandoned calls.
See also 
Number of Calls Carried and Forecast Calls Carried.
CentreVu™Call 
Management System 
(CMS)A software product used by business customers that have Lucent 
Technologies telecommunications switches and receive a large volume 
of telephone calls that are processed through the Automatic Call 
Distribution (ACD) feature of the switch. The 
CentreVu CMS collects call-
traffic data, formats management reports, and provides an administrative 
interface to the ACD feature in the switch.
CMSSee 
Call Management System. 
						

							  Glossary CentreVu CMS R3V5 Forecast  585-215-825
GL-3
Cost ProfileA set of objectives describing costs and revenues used in calculating 
financial forecasts. 
Current Day 
ConfigurationA set of input parameters that describe how Forecast Manager is to 
calculate a Current Day Forecast for a specified split/skill.
Current Day ForecastA forecast for today calculated by the Forecast Manager (usually in the 
early morning on a timetable after Daily Summarizing).
Current TrendingA forecast method in which the trend of recent historical data is used to 
predict the forecast calls carried.
See the 585-215-822, 
Call Management System R3V5 Custom Reports, 
document for more information.
Data PointsDates of historical data. A data point should include data for each interval 
of the working day.
Data WeightsData weights are used to reduce (de-emphasize) the relative importance 
of data in a data point used in a forecast. For example, you should leave 
the relative weight of each date at 10 unless you know that the data 
stored for a particular date is highly unusual or incorrect.
Expected CallsA forecast method in which you specify the number of calls to be carried 
for a day, and the system distributes them into intervals based on the 
pattern in the historical data.
Financial ForecastA Longterm Forecast which also includes financial information based on 
the Costs Profile you specify.
ForecastForecasting is the method used to estimate, calculate, or predict, in 
advance, the staffing and capacity for specified time periods. With 
forecasting, you can predict the following:
lNumber of calls you could receive during a specified time period
lNumber of agents you will need to handle a specified volume of calls 
(for example, you can vary the input parameters for agent 
occupancy, average speed of answer, average agent service time, 
and service level to predict different needs for your call center)
lNumber of required trunks you will need
lTrunk performance.
Forecast Calls CarriedThe sum of future ACD and abandoned calls.
See also 
Calls Carried and Number of Calls Carried. 
						

							  Glossary CentreVu CMS R3V5 Forecast  585-215-825
GL-4
Forecast Input DataThe split/skill and trunk group data collected from the historical data 
tables and stored in special forecast tables. (Also known as Forecast 
Data.)
Forecast ManagerThe process which collects forecast input data from historical data, 
manages the forecast data, and calculates configured Current Day 
Forecasts.
Forecast ReportsThese reports display expected call traffic and agent/trunk group 
requirements for your call center for a particular day or period in the 
future.
Historical DatabaseContains intrahour records for up to 62 days in the past, daily records for 
up to 5 years in the past, and weekly/monthly records for up to 10 years 
for each CMS-measured agent, split/skill, trunk, trunk group, vector, and 
VDN.
Hypothetical ForecastA Longterm-type Forecast which is calculated based on the Hypothetical 
Data which you have defined (and edited).
Intraday ForecastA forecast for the remainder of today which adjusts the Current Day 
Forecast based on data collected so far today.
Longterm ForecastA forecast for a day between today and 35 days in the future calculated 
on demand based on your inputs and saved forecast data.
Number of Calls CarriedForecast uses historical data to determine the sum of the ACD and 
abandoned calls.
See also 
Calls Carried and Forecast Calls Carried.
Percent Within Service 
LevelThe percentage of calls that you are expecting or targeting to be 
answered by an agent within a specific number of seconds.
ProfileAn abstraction of the behavioral objectives of some part of the system. 
Forecast includes profiles for call handling objectives, trunk group 
blocking objectives, and cost/profit objectives.
Real-Time DatabaseConsists of the current and previous intrahour data on each CMS-
measured agent, split, trunk, trunk group, vector, and Vector Directory 
Number (VDN).
Seasonal TrendingA forecast method which scales the average number of calls in recent 
historical data with the trend present in the seasonal data to predict 
Forecast Calls Carried. 
						

							  Glossary CentreVu CMS R3V5 Forecast  585-215-825
GL-5
Special Day ForecastA forecast for an unusual day (for example, a holiday) based on specially 
saved historical data.
Top SkillAn agent’s top skill is the agent’s highest-level, first administered skill. If 
the agent has no other skills at that same level, then the top skill 
represents that skill for which it is most likely that the agent will take calls.
Tr e n di n gUsed in forecasting. The overall direction of change in call volume over 
time. Trending may be figured from seasonal data or current data.
Trunk Blocking 
ProbabilityUsed in forecasting. The percent chance that a call coming in on a trunk 
group will be blocked at the central office because no trunks in the trunk 
group are available. This caller receives a busy signal.
Trunk Group ProfileAn objective for a specified trunk group describing a percentage of trunk 
blocking that is acceptable.
Trunk PerformanceA forecast calculating actual trunk blocking based on historical data. This 
is determined by projecting the number of trunks that should have been 
in the trunk group to handle that call volume given your objective for 
blocking in the trunk group profile. 
						

							  Glossary CentreVu CMS R3V5 Forecast  585-215-825
GL-6 
						

							  Index CentreVu CMS R3V5 Forecast  585-215-825
IN-1
Index
A
Agent Occupancy, Definition .  .  .  .  .  .  .  .  .  .  .   1-4
Agent Positions Required Report
Agent Positions Required Input Window.  .  .  .   4-4
Agent Positions Required Report Description .   4-7
Agent Positions Required Report Example  .  .   4-6
Algorithm.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-14, 6-16
Guidelines .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   4-3
Algorithms, Forecast
Agent Positions Required  .  .  .  .  .  .  .  .  .  .  . 6-16
Current and Seasonal Data Points.  .  .  .  .  .  .   6-2
Definition.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   1-4
Estimated Margin  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-15
Forecast Calls Carried .  .  .  .  .  .  .  .  .  .  .  .  .   6-7
Forecast Calls Carried - Current Trending.  .  . 6-10
Forecast Calls Carried - Expected Calls.6-11, 6-13
Forecast Calls Carried - No Trending  .  .  .  .  .   6-8
Forecast Calls Carried - Seasonal Trending.  .   6-9
Forecast Calls Carried Intraday  .  .  .  .  .  .  .  . 6-12
Number of Agents Required .  .  .  .  .  .  .  .  .  . 6-14
Special Day Forecast Calls Carried .  .  .  .  .  . 6-13
Trunk Performance.  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-19
Trunks Required .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-17
Average Agent Service Time, Definition  .  .  .  .  .   1-4
Average Speed of Answer, Definition.  .  .  .  .  .  .   1-4
B
Blocking Percentage, Definition.  .  .  .  .  .  .  .  .  . 2-25
C
Call Carried, Definition  .  .  .  .  .  .  .  .  .  .  .  .  .  .   1-4
Call Handling Profiles Administration
Call Handling Profiles Window.  .  .  .  .  .  .  .  .   2-8
Definition.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   1-4
Split/Skill Forecast Objectives .  .  .  .  .  .  .  .  .   2-6
Start-Up Tasks.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  1-9, 2-1
System Prerequisites  .  .  .  .  .  .  .  .  .  .  .  .  .   2-8
Call Volume/Agent  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   3-1
Call Volume/Agents Forecast
Guidelines .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   3-1
Call Volume/Agents Forecast Reports  .  .  .  .  .  .   3-1
Algorithms .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   6-1
Current Day Forecast  .  .  .  .  .  .  .  .  .  .  .  3-1, 3-5
Definition.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   1-4
Hypothetical Financial Forecast .  .  .  .  .  .  .  . 3-58
Hypothetical Forecast  .  .  .  .  .  .  .  .  .  .  .  .  . 3-51
Intraday Forecast  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 3-28
Longterm Forecast.  .  .  .  .  .  .  .  .  .  .  .   3-1, 3-12
Special Day Forecast  .  .  .  .  .  .  .  .  .  .   3-1, 3-35
Calls Carried - in Forecasting
Definition.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   1-4
Controlling Forecast Results  .  .  .  .  .  .  .  .  .  .  .   1-4Costs Profiles Administrati.  .  .  .  .  .  .  .  .  .  .  .  .  1-4
Costs Profiles Administration
Costs Profiles Window .  .  .  .  .  .  .  .  .  .  .  .   2-21
Definition .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-20
Guidelines  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-20
Start-Up Tasks .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 1-9, 2-1
Current Day Configuration Administration
Current Day Configuration Window.  .  .  .  .  .   2-16
Definition .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-14
Guidelines  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   2-15
Start-Up Tasks .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 1-9, 2-1
System Prerequisites.  .  .  .  .  .  .  .  .  .  .  .  .   2-16
Current Day Report
Current Day Forecast Report Description  .  .  .  3-9
Current Day Forecast Report Example.  .  .  .  .  3-8
Current Day Input Window .  .  .  .  .  .  .  .  .  .  .  3-6
System Prerequisites.  .  .  .  .  .  .  .  .  .  .  .  .  .  3-6
Current Trending
In Forecast Calls Carried Algorithm  .  .  .  .  .   6-10
D
Data Points, Forecast .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  1-5
Definition .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  1-5
One Day Apart  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  1-5
One Week Apart  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  1-6
Data Storage Allocation Administration
Data Storage Allocation Window .  .  .  .  .  .  .  .  2-3
Guidelines  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-2
Start-Up Tasks .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 1-9, 2-1
System Prerequisites.  .  .  .  .  .  .  .  .  .  .  .  .  .  2-3
Data Used For Split/Skill Forecasts .  .  .  .  .  .  .  .  1-4
Data Weights, Definition.  .  .  .  .  .  .  .  .  .   3-15, 3-61
Dictionary, Forecasting  .  .  .  .  .  .  .  .  .  .  .  .  .   1-15
E
Edit and View Hypothetical Data
Change Interval Length of Hypothetical Data.  3-46
Edit Values Window  .  .  .  .  .  .  .  .  .  .  .  .  .   3-45
Guidelines  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   3-44
System Prerequisites.  .  .  .  .  .  .  .  .  .  .  .  .   3-44
Estimated Margin
Algorithms  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   6-15
Expected Calls
In Forecast Algorithm.  .  .  .  .  .  .  .  .  .  .  .  .   6-11
In Special Day Forecast Algorithm .  .  .  .  .  .   6-13
F
Financial Report
Financial Forecast Report Example  .  .  .  .  .   3-25
Financial Input Window.  .  .  .  .  .  .  .  .  .  .  .   3-21
System Prerequisites.  .  .  .  .  .  .  .  .  .  .  .  .   3-21
Forecast Calls Carried
Algorithm For Intraday Forecasts.  .  .  .  .  .  .   6-12 
						

							  Index CentreVu CMS R3V5 Forecast  585-215-825
IN-2
Algorithm For Special Day Forecasts .  .  .  .  .  6-13
Algorithms .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-7
Definition.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   1-4, 3-1
Forecast Methods .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-7
Forecast Manager Administration
Forecast Manager Window  .  .  .  .  .  .  .  .  .  .  2-31
Guidelines .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-29
Start-Up Tasks.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 1-9
System Prerequisites  .  .  .  .  .  .  .  .  .  .  .  .  .  2-30
Forecast Menus
Administration Forecast Submenu.  .  .  .  .  .  .  1-12
Hypothetical Data Forecast Submenu.  .  .  .  .  1-13
Hypothetical Forecast Submenu.  .  .  .  .  .  .  .  1-12
Report Forecast Submenu.  .  .  .  .  .  .  .  .  .  .  1-12
Forecast Methods
Expected Calls.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 1-8
No Trending Definition.  .  .  .  .  .  .  .  .  .  .  .  .  . 1-8
Seasonal Trending Definition  .  .  .  .  .  .  .  .  .  . 1-8
Forecast Reports, Guidelines.  .  .  .  .  .  .  .  .  .  .  . 1-4
Forecast Terminology.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 1-4
Forecasting
Agent Positions Required Report  .  .  .  .  .  .  .  . 4-3
Call Handling Profiles Administration  .  .  .  .  .  . 2-6
Costs Profiles Administration  .  .  .  .  .  .  .  .  .  2-20
Current Day Configuration Administration.  .  .  2-14
Current Day Report  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 3-5
Description of Forecasting.  .  .  .  .  .  .  .  .  .  .  . 1-1
Financial Report .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  3-20
Guidelines .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 1-4
How Forecasting System Works.  .  .  .  .  .  .  .  . 6-1
Hypothetical Data  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  3-41
Hypothetical Financial Report .  .  .  .  .  .  .  .  .  3-58
Hypothetical Report .  .  .  .  .  .  .  .  .  .  .  .  .  .  3-51
Intraday Report  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  3-28
Longterm Report.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  3-12
Purpose of Forecasting  .  .  .  .  .  .  .  .  .  .  .  .  . 1-2
Relationships to Other Subsystems .  .  .  .  .  .  1-14
Special Day Report  .  .  .  .  .  .  .  .  .  .  .  .  .  .  3-35
Special Days Administration.  .  .  .  .  .  .  .  .  .  2-38
Trunk Group Profile Administration  .  .  .  .  .  .  2-25
Trunk Performance Report  .  .  .  .  .  .  .  .  .  .  . 5-1
Trunks Required Report .  .  .  .  .  .  .  .  .  .  .  .  . 4-8
Types of Forecasts  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 1-3
H
Hypothetical Data
Copy Historical Data.  .  .  .  .  .  .  .  .  .  .  .  .  .  3-42
Copy Historical Data Window .  .  .  .  .  .  .  .  .  3-43
Edit and View Hypothetical Data.  .  .  .  .  .  .  .  3-44
Guidelines .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  3-42
Setting Up .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  3-41
System Prerequisites  .  .  .  .  .  .  .  .  .  .  .  .  .  3-42Hypothetical Financial Report
Financial Report Input Window.  .  .  .  .  .  .  .  . 3-59
Hypothetical Financial  .  .  .  .  .  .  .  .  .  .  .  .  . 3-62
Hypothetical Financial Forecast Report Example   . 
3-63
System Prerequisites.  .  .  .  .  .  .  .  .  .  .  .  .  . 3-59
Hypothetical Report
Hypothetical Forecast Report Description .  .  . 3-56
Hypothetical Forecast Report Example  .  .  .  . 3-55
Report Input Window.  .  .  .  .  .  .  .  .  .  .  .  .  . 3-52
System Prerequisites.  .  .  .  .  .  .  .  .  .  .  .  .  . 3-52
I
Intraday Report
Definition .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   GL-4
Intraday Forecast Report Description  .  .  .  .  . 3-33
Intraday Forecast Report Example.  .  .  .  .  .  . 3-32
Intraday Input Window .  .  .  .  .  .  .  .  .  .  .  .  . 3-30
System Prerequisites.  .  .  .  .  .  .  .  .  .  .  .  .  . 3-29
L
Longterm Report
Guidelines  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 3-12
Longterm Forecast Report Example .  .  .  .  .  . 3-17
Longterm Report Input Window  .  .  .  .  .  .  .  . 3-13
System Prerequisites.  .  .  .  .  .  .  .  .  .  .  .  .  . 3-12
N
No Trending
In Forecast Calls Carried Algorithm  .  .  .  .  .  .   6-8
P
Percent With Service Level, Definition  .  .  .  .  .   GL-4
Preface
Organization of This Document  .  .  .  .  .  .  .  .  P-2
R3V2 CMS Publications  .  .  .  .  .  .  .  .  .  .  .  .  P-2
R
Requirement Forecast Reports .  .  .  .  .  .  .  .  .  .   4-1
Agent Positions Required Report.  .  .  .  .  .  4-1, 4-3
Trunks Required Report  .  .  .  .  .  .  .  .  .  .  4-1, 4-8
S
Seasonal Trending
In Forecast Calls Carried Algorithm  .  .  .  .  .  .   6-9
Shortcuts, Forecasting  .  .  .  .  .  .  .  .  .  .  .  .  .  . 1-15