Lucent Technologies DEFINITY® Enterprise Communication Server Release 8.2 Reports Guide

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-89 Hunt Group Measurements Report 
3
Data Analysis Guidelines
The following guid elines are intend ed  to show an easy method  for determining  
whether c urrently rep orted  d ata is ac c ep tab le or not. These g uid elines represent 
the minimum you should  d o to verify the rec orded  measurement values are 
c onsistent with exp ec ted  and  historic  values. You should  p erform ad d itional 
checks as necessary.
To c hec k the ac c eptab ility of hourly Hunt Group  Measurements Rep orts, verify 
the following :
nThe system clock or g roup  size has not been chang ed  d uring  the 
measurement hour.
nThe averag e time ag ents sp end  working  on c alls is typ ic ally b etween 60 
and  300 sec ond s. The ac tual ap p lic ation and  sp ec ific  typ es of work b eing  
p erformed may p ermit you to arrive at a more p rec ise numb er. If your 
c alc ulated  averag e c all leng th is out of this rang e, it should  b e 
investig ated .
NOTE:
Total Usage plus Total Avail (both in CCS) should not exc eed 36 X 
the g roup  size. For examp le, with a hunt g roup  c ontaining  two 
extensions, total usag e measured  should  not exc eed  2 X 36 =  72 
CCS for d ata c ollec tion.
Analyzing the Data
The Hunt Group  Data Worksheet serves to b ac k up  the d ata from the rep orts and  
to p rovid e an easy means for id entifying  the p eak hour. The d ata from the 
id entified  p eak hour should  b e used  in sub seq uent c alc ulations.
Before analyzing  d ata ob tained  from the hunt g roup  rep orts, several ad d itional 
c onsid erations relating  to b oth ACD hunt g roups and  non-ACD hunt group s need  
mentioning . This information inc lud es their similarities and  d ifferenc es.
NOTE:
It should b e realized  that d ata c ollec ted  in a real-time environment, suc h as 
what ac tually hap p ens, virtually always d eviates from the theoretic ally 
p redic ted  d ata bec ause of the async hronous nature of proc esses and  
interac tions with other events suc h as maintenanc e. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-90 Hunt Group Measurements Report 
3
Important Considerations for Both 
ACD and Non-ACD Hunt Groups
1.To t a l  U s a g e : If the extension is a memb er of more than one hunt g roup , 
then Total Usage is only ac c umulated  for the g roup  that answers the c all. 
But, Time Avail is d ec remented  for all g roup s. For examp le, assume 
extension x3000 b elong s to hunt g roups 1, 2, and  3. Furthermore, assume 
a c all terminates on hunt g roup  2 and  x3000 answers the c all. The end  
result is that usag e time is ac c umulated  for hunt g roup  2 (thus inc reasing  
Total Usag e for g roup  2 and  d ec rementing  Time Avail for g roup s 1, 2, and  
3).
Time (Total Usag e) is not ac c umulated  when a hunt g roup  memb er is on 
an inc oming  or outg oing  p ersonal c all.
2.
Ti m e  A v a i l : If an extension is a memb er of more than one hunt g roup , then 
Time Avail is ac c umulated for eac h g roup . For examp le, assume 
extension x3000 b elong s to hunt g roups 1, 2, and  3. Furthermore, assume 
extension x3000 is availab le for the full measurement hour. The end result 
is that 36 CCS is ad d ed  to Time Avail for hunt g roup s 1, 2, and 3.
Time (Time Available) is not ac c umulated when a hunt group  memb er is 
on an inc oming  or outg oing  p ersonal c all.
Differences Between Non-ACD and 
ACD Hunt Groups
For Non-ACD Hunt Groups
1.Calls Ans: Inc oming  c alls that route to c all c overag e (or d on’t answer 
c riteria) ac c umulate time (Total Usag e and  Time Avail) as if they are 
answered  within the hunt g roup . Furthermore, c alls to a hunt g roup  p ic ked  
up  b y a memb er of a pic kup  g roup  are c ounted  as answered  within the 
hunt g roup .
2.
Calls Aband : Inc oming c alls that route to c all c overage (or d on’t answer 
c riteria) are c ounted  as ab and oned , for the hunt g roup , if the c aller hang s 
up  when the c all is at the ring ing  c overag e p oint.
3.
Speed of Answer: Sp eed  of Answer inc lud es any and  all times sp ent in 
c overing  to other stations, b ut d oes not inc lude the time sp ent for forc ed  
first announc ements. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-91 Hunt Group Measurements Report 
3
For ACD Hunt Groups
1.Calls Aband : If the c aller hang s-up  when the c all is in q ueue or while 
ring ing  at the ag ent’s p osition, the c all is c ounted  as ab and oned . If all 
memb ers of an ACD sp lit are logg ed  out or in Aux-work mod e, inc oming  
ACD c alls are not q ueue for the sp lit and , therefore, are never c ounted  as 
ab andoned .
2.
Speed of Answer: The Sp eed  of Answer c ount is set to zero every time a 
c all reac hes a new c overag e p oint.
NOTE:
Bec ause of this d ifferenc e, the Speed  of Answer values for ACD hunt 
g roup s tend  to b e less (smaller) than for non-ACD typ e hunt g roup s.
3.
Calls Ans: Calls that g o to c all c overag e (or d on’t answer c riteria) and  are 
answered  at the c overag e p oint are not inc lud ed in the numb er d isp layed  
for this report. Unlike non-ACD hunt g roup s, the ACD hunt g roup memb er 
who initially rec eived the c all is available to answer other ACD calls while 
the c overag e p oint is answering the c overed  c all.
4.
Ti m e  A v a i l — Not ac c umulated  for ACD c alls that g o to c overag e.
5.
To t a l  U s a g e — Not ac c umulated  for ACD c alls that g o to c overage.
Total Usage
Total Usag e is the sum of all times the memb ers of a hunt g roup  are b usy on 
inc oming  g roup  c alls.
Figure 3-8. Estimating Attendant Position Requirements
Total Holding Time(in seconds)=So f  the individual Holding Time(in sec)
Total Usage(in seconds)=Total Holding Time(in seconds) 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-92 Hunt Group Measurements Report 
3
For d emonstration p urp oses, we c onsid er a hunt g roup  with 3 c alls. Assume the 
c all durations were of 480, 300, and  220 sec ond s. 
Figure 3-9. Estimating Attendant Position Requirements
Average Holding Time
With the numb er of Calls Answered  and  the numb er for Total Usag e, the averag e 
leng th of time the hunt g roup  members sp end  answering  the c alls (Averag e 
Holding Time) may be calculated. The calculation is as follows:
Figure 3-10. Estimating Attendant Position Requirements
For d emonstration p urp oses, we c onsid er the following  c alc ulations. 
Figure 3-11. Estimating Attendant Position Requirements
Total Usage(in seconds)=480+300+220seconds
Total Usage(CCS)=
100seconds per CCS 1000seconds
_
  __________________
Total Usage(CCS)=10CCS
Average Holding Time=ì
ï
îCalls Answered Total Usage CCS
_
  _______________ü
ï
þ´
CCS 100Seconds
_
  ___________
Average Holding Time=ì
ï
î3calls 10CCS
_
  _______ü
ï
þ´
CCS 100seconds
_
  __________
Average Holding Time=333seconds(or5minutesand 33seconds per call) 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-93 Hunt Group Performance Report 
3
Hunt Group Performance Report
The Hunt Group Performanc e rep ort g ives the slowest hourly averag e sp eed of 
answer for eac h hunt g roup  for either the p revious d ay or the c urrent day 
(yesterd ay or tod ay) along  with the hour the measurement oc c urred . The rep ort 
d isp lays the information b oth g rap hic ally and  numeric ally.
Command
To d isp lay the Hunt Group  Performanc e Rep ort:
1. Type list performance hunt-group  [print/schedule]
 
and  p ress RETURN.
Required Fields: There is one req uired  field  for this c ommand  — 
yesterday/today
. 
nEn t e r  yesterday 
to list the hunt g roup  p erformanc e ac tivity for 
yesterd ay. 
nEn t e r  today
 to list the hunt g roup  p erformanc e ac tivity for tod ay.
Options: The print 
and  schedule
 op tions are availab le for this c ommand .
Screen
Screen 3-26 shows a typ ic al sc reen for the Hunt Group  Performanc e report, 
using the yesterday
 option. Table 3-22
 describes the data fields presented in the 
Hunt Group  Performanc e rep ort.
Screen 3-26. Hunt Group Performance Report 
list performance hunt-group yesterday
Switch Name: Cust_Switch_Name              Date: 6:13 pm  THU MAR 30, 19xx
     Hunt Group Performance
No. Size Type 1 2 3 4 5 6 7 8 9 10 20 40 60 80 100 200  Ans(sec) Hour  Avg.
1   3    ucd  ///                                        2       1800  3
2   2    ddc  ///////////////////////                    23      1500   4
3   5    ddc  //////////////////////                     17      1100   3
4   9    ucd  ///////////////                            8       1100   4
5   2    ucd  ////////////////////////                   31      1500   7
6   1    ddc  ////////////////////                       11      1600   5
7   6    ucd  /////////                                  5       1600   3
8   4    ddc  //////////////////                         10      1600   7
Command successfully completed
Command: 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-94 Hunt Group Performance Report 
3
Table 3-22. Hunt Group Performance Report
Field Description
 No.
 Numb er. A numb er that id entifies eac h hunt g roup.
 Size
The numb er of extensions assig ned  to the hunt g roup  (not 
necessarily staffed ).
 Type
Id entifies the typ e of hunt g roup , whic h may b e one of the 
following :
nDDC - d irec t d ep artment c alling
nUCD - uniform c all d istrib ution
nEAD - expert agent distribution
1 2 3 4 5 
6 7 8 9 10 
20 40 60 
80 100 200
Slowest Sp eed  of Answer (sec ond s). A bar graph 
rep resentation of the “ slowest hourly averag e sp eed  of 
answer”  for the rep ort interval (either yesterd ay or tod ay).
Ans (sec)
Answer in sec ond s. The number of sec ond s c orrespond ing  to 
the “ slowest hourly averag e sp eed  of answer”  (longest amount 
of time to answer) for the report interval. This time inc lud es 
q ueue time and ring  time, b ut d oes not inc lud e the time sp ent 
on a forc ed  first announc ement.
 Hour
 Hour. The starting  time (using  the 24-hour c loc k) of the hour 
d uring  whic h the data was rec ord ed. 
Suggested Actions:
 From analyzing Screen 3-26
 you c an 
d etermine hunt g roup  #5 has the “ slowest hourly sp eed  of 
answer”  for all of yesterd ay. The value was 31 sec ond s and  
the time interval was 1500 hours (3:00 p .m. to 4:00 p .m.). If this 
time interval hap p ens to b e the p eak usage hour as indic ated  
from the list measurements hunt g roup  yesterd ay-p eak rep ort, 
then c onsid er ad d ing /staffing  more ag ents d uring  the p eak 
hour.
 Avg.
 Averag e. The numb er c orrespond ing  to the 24-hour daily 
“ averag e sp eed  of answer”  for eac h hunt g roup . 
Daily Average=
Total # of  Answered Calls(so far today)
Sof  the Delays For Each Answered Call
_
  _____________________________________ 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-95 Hunt Group Status Report 
3
Hunt Group Status Report
The Hunt Group Status rep ort gives an instantaneous ind ic ation of the load  
p end ing  (numb er of c alls waiting  to b e servic ed ) for various hunt g roup s. The 
rep ort also ind ic ates the leng th of time the old est c all in the q ueue has b een 
waiting  for service.
NOTE:
The information on this rep ort is up d ated  every 60 sec ond s.
Command
To d isp lay the Hunt Group  Status rep ort:
1. Type monitor traffic hunt-groups [starting group number] 
and press 
RETU RN. 
Options: Enter the numb er of the hunt g roup  that you want to b eg in the 
list. This is referred  to as the starting g roup  numb er. The rep ort d isp lays a 
list of 32 c onsec utively numb ered  hunt g roups. The default is to b eg in the 
rep ort with hunt group  1.
Bec ause the c ommand  is c onstantly up d ating , you must p ress c anc el key 
to end  the report.
Screen
Screen 3-27 shows a typ ic al sc reen for the Hunt Group  Status Report.
Eac h sc reen d isp lays 32 hunt g roup  field s, even thoug h they may not all b e 
ad ministered . If the hunt g roup  is not ad ministered  then its c orresp ond ing  field s 
are b lank. For eac h ad ministered  hunt g roup, the rep ort d isp lays the time the first 
c all in the q ueue has b een waiting  for servic e, the LCIQ field . The d ata on the 
sc reen is updated every 60 sec onds.
Table 3-23
 d esc rib es the d ata field s p resented  in the Hunt Group  Status rep ort. 
The ab b reviated  lab els are also id entified  in a key at the b ottom of the sc reen. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-96 Hunt Group Status Report 
3
Screen 3-27. Hunt Group Status Report
Table 3-23. Hunt Group Status Report
Field Description
#
Group Numb er. The numb er that id entifies the hunt g roup s.
S
Group Size. The numb er of extensions assig ned  to the hunt g roup  (not 
nec essarily staffed ).
A
Ac tive Hunt Group  Memb ers. The numb er of memb ers in a g roup  c urrently 
active (only) on incoming hunt group calls.
NOTE:
This measurement d oes not inc lud e ind ivid ual extension typ e c alls.
Q
Queue Leng th. The numb er of c alls allowed  to wait for an ag ent.
W
Waiting  Calls. The numb er of c alls c urrently waiting  in the hunt g roup  
q ueue to b e servic ed  b y an ag ent.
LCIQ
Long est Call In Queue. The time in sec ond s the old est c all in the hunt 
g roup  q ueue has b een waiting  to b e servic ed .
Suggested Actions:
1. If the numb er of c alls waiting  (W) is too hig h (for example, the q ueue is 
full or ap p roaching  its maximum) it may b e d esirable to increase the 
numb er of ac tive memb ers (A).
2. If the LCIQ field ind ic ates c alls are having  to wait in q ueue too long , it 
may be ap p ropriate to d etermine if the c alls c an b e p roc essed  faster. 
Alternately, it may b e ap prop riate to inc rease the numb er of ac tive 
memb ers (A).
monitor traffic hunt-groups
         HUNT GROUP STATUS    14:27 TUE APR 3 19xx
 #   S   A   Q   W   LCIQ           #   S   A   Q   W   LCIQ
 1   3   0   10  0   0              17
 2   2   0   20  0   0              18
 3   5   2   10  0   0              19
 4   1   0   40  0   0              20
 5   6   0   10  1   67             21
 6   1   0   10  0   0              22
 7   6   1   10  1   141            23
 8   4   0   0   0   0              24
 9                                  25
 10                                 26
 11                                 27
 12                                 28
 13                                 29
 14                                 30
 15                                 31
 16                                 32
(#: Group;  S: Grp Size;  A: Active Members;  Q: Q Length;  W: Calls Waiting)
(LCIQ: Longest Call In Queue in seconds                                     ) 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-97 LAN Performance Reports 
3
LAN Performance Reports 
These rep orts p rovid e a 24-hour history of imp ortant p ac ket-level statistic s from 
whic h you c an infer some LAN p erformanc e c harac teristic s.  For examp le, 
nhigh c ollision c ounts c ould ind ic ate hig h traffic  on the LAN seg ment 
(c ong estion on the b us). 
nhigh Cyc lic  Red und anc y Chec k (CRC—d etec ts and  c orrec ts errors on 
every frame) errors c ould  sug g est that 
— the LAN c onnec tion may b e “ noisy”
— a wire c onnec tion is loose
— a wire is frayed  or  b roken.
The 24-hour histories give the ab ility to look b ac k at these measures if the troub le 
c leared .
The d ata is c ollec ted  at 15-minute intervals over 24 hours for the Cyc lic  
Red und anc y Chec k (CRC) and  c ollisions for ethernet c onnec tions. If the d ata 
c annot b e retrieved  for the 15-minute interval, N/A
 displays in the field. The delta 
(the c hang e from the last inq uiry) and the total are p rovid ed  for eac h error c ount. 
After the oc c urrenc e of “ N/A”  (not availab le), the d elta eq uals the total.
The p rimary use of these rep orts is to q uic kly and  unamb ig uously determine if 
the fault lies within the Luc ent-p rovid ed eq uipment or if the fault is with the LAN 
or LAN ad ministration to whic h the DEFINITY ECS switc h is c onnec ted.
Commands 
To d isp lay the LAN Performanc e Measurements rep orts:
1. Type list measurements clan ethernet  [print/schedule] 
and press 
RETU RN.
For examp le, to display the p erformanc e of the ethernet c irc uit 
p ac k with thead d ress 1C1017, typ e list measurements clan 
ethernet 1C1017.
Options: The print
 and  schedule
 op tions are availab le for this c ommand .
OR
Ty p e list measurements clan ppp  [print/schedule] 
and press 
RETU RN. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-98 LAN Performance Reports 
3
Screens
Screen 3-28 shows a typ ic al sc reen for the C-LAN Ethernet Performanc e 
Measurement rep ort. Table 3-24
 d esc rib es the d ata field s presented  in the 
rep ort.
Screen 3-28. C-LAN Ethernet Performance Measurement Report
Table 3-24. C-LAN Ethernet Performance Measurement Report
Field Description
DateThe d ate that the d ata was c ollec ted .
TimeThe c urrent 15-minute interval in whic h the ac tion was p erformed
CRC CheckThe error c ount for CRC errors
TotalThe total value of the c ounter on the b oard
NOTE:
The c ounter value c an b e up  to 11 d ig its long  b ec ause of 
the 32-b it c ounter on the b oard . After the oc c urrenc e of an 
“ N/A,”  the d elta eq uals the total. Busyout or release of a 
b oard or a p ort, the reset board
 c ommand , and  reseating  
the b oard  all c lear the firmware c ounters.
DeltaThe d ifferenc e b etween the c urrent and  the p revious samp le
Collision 
CountThe error c ount for c ollisions on the ethernet
list measurements clan ethernet 1C1017                              Page 1 of x
Switch Name: sierra Date:4:07pm MON AUG 01,1999
               C-LAN ETHERNET PERFORMANCE MEASUREMENT DETAILED REPORT
Date      Time           CRC Check               Collision Count
                         total        delta       total           delta
08/01     0308             650           50         650            250
08/01 0253        600          600         400            400
08/01 0238        N/A          N/A         N/A            N/A
08/01 0223 1000000570           20 10000000570             20
08/01 0208 1000000550  10000000550 10000000550    10000000550