Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Costs Profile Administration2-23
Get Contents 
Window
2
When you select Get contents on the Costs Profiles window, the 
following Get Contents window displays.
Figure 2-9:   Get Contents Window
Field/Action List 
Usage
2
Add
To add costs/revenues for one interval, complete all fields, and select 
Add. Intervals may only be added one at a time.
Delete
To delete costs/revenues for one or more intrahour intervals, complete 
the Interval start time field, and select Delete.
Find one/Modify
To modify costs/revenues, do a Find one for an interval, change data 
in the appropriate fields, and select Modify.
List all
To view the costs defined for each intrahour interval, enter the 
appropriate range of intervals (or leave the Interval start time: 
field blank for all intervals), and select List all. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Costs Profile Administration2-24
Field Descriptions2Interval start time:
Enter a time of day in hh:mm format, either as military time (for example, 
13:30) or with am or pm appended (for example, 10:15am).
lThis time is the start time of the interval whose costs/revenues you 
want to view, add, modify, or delete.
lWhen viewing, modifying, or deleting costs, you may specify 
multiple intervals with:
— A range (for example, 7:00am -12:00pm)
— A series (for example, 7:00am;7:30am;4:30pm;5:00pm)
— A series of ranges (for example, 7:00am-11:30am; 12:30pm- 
5:00pm).
Cost of a call:
Enter an average cost per call. You may enter a dollar figure from 0 to 
1000. You may enter a decimal to specify cents.
In determining an average cost, you may want to consider access line 
charges, service charges, usage rates, and so on.
Cost of agent for interval:
Enter an average cost per agent for a single intrahour interval. You may 
enter a dollar figure from 0 to 1000. You may enter a decimal to specify 
cents.
lRemember that if your intrahour interval is 15 minutes, you must 
figure your cost per agent for each of the specified 15-minute 
period(s), not for an hour.
lIn determining an average cost, you may want to include equipment 
and facilities costs, management overhead, benefits, and so on.
Average revenue per call:
Enter an average revenue per call. You may enter a dollar figure from 0 to 
10000. You may enter a decimal to specify cents.
Do not enter a comma to specify thousands.
NoteYou can add costs/revenues one interval at a time only. If you 
enter multiple intervals and select Add, the action will fail. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Trunk Group Profile Administration2-25
Trunk Group Profile Administration2
Purpose2You define a trunk group profile to specify a targeted blocking percentage 
for the trunks in a trunk group.
Things to Know 
Before You Start
2
lA blocking percentage is the percentage of time that incoming 
calls to an ACD will fail to connect to the ACD because all trunks in a 
trunk group are busy. When a call is blocked, it typically receives a 
busy signal from the public network.
lIn a Trunk Performance report, CentreVu CMS finds the number of 
trunks that, in a specified period in the past, would have been 
required to handle calls carried at your objective blocking 
percentage.
lYou must define a profile for a trunk group before you can run a 
Trunk Performance report on that trunk group.
lYou can define a profile for each measured trunk group in the ACD.
lFor the Trunk Performance report, CentreVu CMS finds the five 
busiest days in the reports time period, and then finds the busiest 
intrahour interval in each of those days. 
CentreVu CMS finally 
averages the traffic for those five intervals to determine the average 
busy interval. The blocking objective you set for a trunk group will 
apply to this average busy interval.
Prerequisite 
System 
Administration
2
lYou must have write permission for the Forecast subsystem if you 
want to create, change, or add a profile.
lYou must have write permission for the trunk group(s) whose 
profile(s) you are defining. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Trunk Group Profile Administration2-26
Trunk Group 
Profile Window
2
Use the Trunk Group Profile window (Figure 2-10) to specify a blocking 
percentage objective for a trunk group.
Figure 2-10:   Trunk Group Profile Window
Field/Action List 
Usage
2
Add
To add trunk group blocking objectives for one or more trunk groups, 
complete all fields, and select Add.
Delete
To delete a blocking objective for one or more trunk groups, complete the 
Trunk group: field, and select Delete.
Find one/Modify
To modify a single trunk groups blocking objective, do a Find one for 
the trunk group, change data in the appropriate fields, and select 
Modify.
List all
To view trunk group blocking objectives, enter the appropriate trunk 
group numbers or names, range of numbers, or leave the Trunk 
group(s): blank, and select List all. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Trunk Group Profile Administration2-27
Field Descriptions2Trunk group(s):
Enter the number(s) or name(s) of the trunk group(s) whose blocking 
objective you want to view, add, modify, or delete.
You can view and modify trunk group profiles only one trunk group at a 
time.
When adding or deleting profiles, you can enter the following:
lA range (for example, 18-24)
lA series (for example, 18;24;32)
lA series of ranges (for example, 18-24;32-40).
Blocking objective:
Enter a number from 0 to 100. This number tells 
CentreVu CMS, as a 
percentage of time, how often you expect to have calls blocked from 
reaching the ACD because all trunks are busy. This number is typically 
small.
You may enter a decimal to specify percentages (for example, 1.25, 
which means 1¼  percent). 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Forecast Manager Administration2-28
Forecast Manager Administration2
Purpose2You run the Forecast Manager to collect data from the CentreVu CMS 
historical tables and to put the data in the forecast input tables. See 
Figure 2-12
. CentreVu CMS can then use the data to generate forecasts. 
Figure 2-11
 illustrates the process of collecting input data for forecasts.
Figure 2-11:  Collecting Forecast Input Data
You can also set the Forecast Manager to generate current day forecast 
data and store the data in the Current Day Forecast tables in the 
CentreVu CMS database. This storage offers two benefits:
lCentreVu CMS can include current day forecast data alongside 
historical data in the standard Split/Skill Forecast Summary report.
lYou can include current day forecast data in a custom report. Use 
the Forecast Manager to calculate the Current Day Forecasts.
NoteYou must run the Forecast Manager to collect split/skill data for at 
least 28 days before you can get reliable split/skill forecasts. The 
Forecast Manager must collect trunk group data for at least 35 
days before you can get reliable Trunk Performance reports. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Forecast Manager Administration2-29
Things to Know 
Before You Start
2
lYou should schedule the Forecast Manager in Timetable to run 
every night after the Data Summarizing window has compiled and 
saved daily historical data.
By running the Forecast Manager via Timetable, you ensure that the 
Forecast Manager collects input data every day. You also ensure 
that current day forecast data is put into the database every day.
lThe Forecast Manager collects and stores intrahour data for an 
ACD according to the interval length administered in the System 
Setup: Storage Intervals window.
lUsing the Get status action in the Forecast Manager window, 
you may view the last three attempts to collect data and decide 
whether or not those attempts were successful.
lYou can, in addition to scheduling the Forecast Manager to run 
automatically, run the Forecast Manager on demand to collect input 
data for past days if you forgot to collect data, lost data, or just 
purchased forecasting.
You may collect forecast input data with either of two options:
Daily data collection option—Use this option to collect data 
for a single day. This is the option to use when you schedule the 
Forecast Manager in Timetable.
Recollect data option—Use this option to collect data for a 
range of dates. You should do this only if any of the following 
conditions are true:
— You change your intrahour intervals and migrate your historical 
data into the new intervals.
— You have not run the Forecast Manager for a period of time (for 
example, after your 
CentreVu CMS is installed, several weeks 
pass before you start running the Forecast Manager).
— You are migrating your historical data from an earlier version of 
the Call Management System, and you want to use this data for 
forecasting.
NoteIf you want current day forecasts, you must set the Forecast 
Manager to generate and store current day forecast data. 
However, the Forecast Manager does not actually display or 
print the forecast. To see the forecast, you will have to order 
the forecast via the Reports: Current Day Input window. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Forecast Manager Administration2-30
Prerequisite 
System 
Administration
2
lYou must create a current day configuration for each split/skill for 
which you want current day forecast data. Without a current day 
configuration for a split/skill, the Forecast Manager will not generate 
current day forecast data on that split/skill.
lYou must have write permission for the Forecast subsystem.
lThe Data Summarizing window must run to summarize a days 
intrahour data into daily data before the Forecast Manager can 
collect the data for that day. Therefore, via Timetable, you should 
schedule the Data Summarizing window to finish running before the 
Forecast Manager begins.
CautionIf you use the Recollect option, CentreVu CMS will delete 
all data previously stored in the forecast input tables. 
Therefore, if you recollect data, you should specify a range 
that includes all forecast input days you need, usually from 
some date in the past up to yesterday.
Also, if you use the Recollect option, the next backup of 
data for 
CentreVuCMS must be a full backup. A full 
backup is required before any incremental backups 
because, during an incremental backup, 
CentreVu CMS 
will look for unchanged data in the forecast input tables 
and will not find any. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Forecast Manager Administration2-31
Forecast Manager 
Window
2
For CentreVu CMS to generate forecasts, you must run the Forecast 
Manager to collect data from the 
CentreVu CMS historical tables and to 
put the data in the forecast input tables. See Figure 2-12
.
Figure 2-12:   Forecast Manager Window
Field/Action List 
Usage
2
Get status
To check the time, date, and status of the data (success or failure) for the 
last three times the Forecast Manager ran, select Get status. Data 
collected for a single date are for Daily data collection. Data 
collected for a range of dates are for Recollect data for a range 
of dates.
Run
To generate the Forecast Manager data, select Run.
If you want to schedule the Forecast Manager to run at a particular time 
to make a change, you should run the Forecast Manager in a timetable.
Field Descriptions2Daily data collection:
Enter an x to turn on daily data collection.
If you select this option, you must also complete the associated Date 
(mm/dd/yy or -n): and Run current day report (y/n): 
fields. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Forecast Manager Administration2-32
Date (mm/dd/yy or -n):
Enter a relative day as a negative number (for example, -1 for 
yesterday) or a date in mm/dd/yy format to specify the day from which the 
Forecast Manager should collect data.
If you are going to schedule the Forecast Manager in Timetable to run 
daily, use -1.
Run current day report (y/n):
lEnter y to generate current day forecast data and store it in the 
CMS database. You must enter y if you want current day forecasts.
With this option, the Forecast Manager generates current day 
forecast data for the day that follows the day from which it collects 
data.
So, if you set the Forecast Manager to collect data from yesterday, 
the current day forecast data will be for today. If you set the Forecast 
Manager to collect input data from 06/11/95, the Forecast Manager 
will in turn generate current day forecast data for 06/12/95.
lEnter n if you do not want current day forecasts.
Recollect data for a range of dates: 
Enter x to recollect data.
NoteThe Forecast Manager does not actually display or print the 
forecast. You have to order the forecast via the Reports: 
Current Day Input window to display or print it.
NoteDo not forget to change the option back to Daily data 
collection when you finish recollecting data.