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
Blank Worksheets 
A-3  
A
WORKSHEET 2
ARS/AAR ROUTING PATTERN DATA WORKSHEET
_ _____________________________________________________________________________________________
System ID:  Location:  Report Type = Yesterday *
Route-Pattern No:  Queue Size:
_ _____________________________________________________________________________________________
% of Calls Carried
Day of  Total Calls  Calls  Calls  Calls  Queue_ ___________________________________
Week No.
Week  Offered  Carried  Blocked  Queued  Over¯ow  Pref 1  Pref 2  Pref 3  Pref 4  Pref 5  Pref 6  and Date
_ _____________________________________________________________________________________________
_ _____________________________________________________________________________________________
M
_ ___________________________________________________________________________________
T
_ ___________________________________________________________________________________
W
_ ___________________________________________________________________________________
T
_ ___________________________________________________________________________________
F
_ ___________________________________________________________________________________
S
_ ___________________________________________________________________________________
S
_ _____________________________________________________________________________________________
_ _____________________________________________________________________________________________
M
_ ___________________________________________________________________________________
T
_ ___________________________________________________________________________________
W
_ ___________________________________________________________________________________
T
_ ___________________________________________________________________________________
F
_ ___________________________________________________________________________________
S
_ ___________________________________________________________________________________
S
_ _____________________________________________________________________________________________
_ _____________________________________________________________________________________________
M
_ ___________________________________________________________________________________
T
_ ___________________________________________________________________________________
W
_ ___________________________________________________________________________________
T
_ ___________________________________________________________________________________
F
_ ___________________________________________________________________________________
S
_ ___________________________________________________________________________________
S
_ _____________________________________________________________________________________________
_ _____________________________________________________________________________________________
M
_ ___________________________________________________________________________________
T
_ ___________________________________________________________________________________
W
_ ___________________________________________________________________________________
T
_ ___________________________________________________________________________________
F
_ ___________________________________________________________________________________
S
_ ___________________________________________________________________________________
S
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
* Use ``Yesterdays report for the full day route-pattern measurement. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Blank Worksheets 
A-4  
A
WORKSHEET 3
HUNT GROUP DATA WORKSHEET
_ _____________________________________________________________________________________________
System ID:  Location:  Group Name:
Group ID:  Group Size:  Group Type:
Queue Size:
_ _____________________________________________________________________________________________
Calls Calls Calls Speed of Week No.
Day of Week Report Type* Meas Hour Total Usage Answered Abandoned Queued  Answer  and Date
_ _____________________________________________________________________________________________
_ _____________________________________________________________________________________________
M
_ ____________________________________________________________________________________
T
_ ____________________________________________________________________________________
W
_ ____________________________________________________________________________________
T
_ ____________________________________________________________________________________
F
_ ____________________________________________________________________________________
S
_ ____________________________________________________________________________________
S
_ _____________________________________________________________________________________________
_ _____________________________________________________________________________________________
M
_ ____________________________________________________________________________________
T
_ ____________________________________________________________________________________
W
_ ____________________________________________________________________________________
T
_ ____________________________________________________________________________________
F
_ ____________________________________________________________________________________
S
_ ____________________________________________________________________________________
S
_ _____________________________________________________________________________________________
_ _____________________________________________________________________________________________
M
_ ____________________________________________________________________________________
T
_ ____________________________________________________________________________________
W
_ ____________________________________________________________________________________
T
_ ____________________________________________________________________________________
F
_ ____________________________________________________________________________________
S
_ ____________________________________________________________________________________
S
_ _____________________________________________________________________________________________
_ _____________________________________________________________________________________________
M
_ ____________________________________________________________________________________
T
_ ____________________________________________________________________________________
W
_ ____________________________________________________________________________________
T
_ ____________________________________________________________________________________
F
_ ____________________________________________________________________________________
S
_ ____________________________________________________________________________________
S
_ _____________________________________________________________________________________________ 
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
* Report Type: LH for last hour, TP for todays peak, or YP for yesterdays peak 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Blank Worksheets 
A-5  
A
WORKSHEET 4
TRUNK GROUP DATA WORKSHEET
_ _____________________________________________________________________________________________
System ID:  Location:  Group Type:
Group No:  Group Size:  Group Dir:
Queue Size:
_ _____________________________________________________________________________________________
Day of
WeekReport
Type*Meas
HourTotal
UsageTotal
SeizeInc.
SeizeGrp
Ov¯Calls
QuedQue
Ov¯Que
AbdOut
Serv%
ATB%
Out
BlkWeek No.
and Date
_ _____________________________________________________________________________________________
_ _____________________________________________________________________________________________
M
_ _____________________________________________________________________________________________
T
_ _____________________________________________________________________________________________
W
_ _____________________________________________________________________________________________
T
_ _____________________________________________________________________________________________
F
_ _____________________________________________________________________________________________
S
_ _____________________________________________________________________________________________
S
_ _____________________________________________________________________________________________
_ _____________________________________________________________________________________________
M
_ _____________________________________________________________________________________________
T
_ _____________________________________________________________________________________________
W
_ _____________________________________________________________________________________________
T
_ _____________________________________________________________________________________________
F
_ _____________________________________________________________________________________________
S
_ _____________________________________________________________________________________________
S
_ _____________________________________________________________________________________________
_ _____________________________________________________________________________________________
M
_ _____________________________________________________________________________________________
T
_ _____________________________________________________________________________________________
W
_ _____________________________________________________________________________________________
T
_ _____________________________________________________________________________________________
F
_ _____________________________________________________________________________________________
S
_ _____________________________________________________________________________________________
S
_ _____________________________________________________________________________________________
_ _____________________________________________________________________________________________
M
_ _____________________________________________________________________________________________
T
_ _____________________________________________________________________________________________
W
_ _____________________________________________________________________________________________
T
_ _____________________________________________________________________________________________
F
_ _____________________________________________________________________________________________
S
_ _____________________________________________________________________________________________
S
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
* Report Type: LH for last hour, TP for todays peak, or YP for yesterdays peak 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Blank Worksheets 
A-6  
A
WORKSHEET 5
WIDEBAND TRUNK GROUP DATA WORKSHEET
_ ___________________________________________________________________________________________________
System ID:  Location:  Service Type:
Group No:  Group Size:  Group Dir:
_ ___________________________________________________________________________________________________
Day of
WeekReport
Type*Meas
HourTotal
UsageTotal
SeizeInc.
SeizeGrp
Ov¯Out
Serv%
ATB%
Out
BlkWeek No.
and Date
_ ___________________________________________________________________________________________________
_ ___________________________________________________________________________________________________
M
_ ___________________________________________________________________________________________________
T
_ ___________________________________________________________________________________________________
W
_ ___________________________________________________________________________________________________
T
_ ___________________________________________________________________________________________________
F
_ ___________________________________________________________________________________________________
S
_ ___________________________________________________________________________________________________
S
_ ___________________________________________________________________________________________________
_ ___________________________________________________________________________________________________
M
_ ___________________________________________________________________________________________________
T
_ ___________________________________________________________________________________________________
W
_ ___________________________________________________________________________________________________
T
_ ___________________________________________________________________________________________________
F
_ ___________________________________________________________________________________________________
S
_ ___________________________________________________________________________________________________
S
_ ___________________________________________________________________________________________________
_ ___________________________________________________________________________________________________
M
_ ___________________________________________________________________________________________________
T
_ ___________________________________________________________________________________________________
W
_ ___________________________________________________________________________________________________
T
_ ___________________________________________________________________________________________________
F
_ ___________________________________________________________________________________________________
S
_ ___________________________________________________________________________________________________
S
_ ___________________________________________________________________________________________________
_ ___________________________________________________________________________________________________
M
_ ___________________________________________________________________________________________________
T
_ ___________________________________________________________________________________________________
W
_ ___________________________________________________________________________________________________
T
_ ___________________________________________________________________________________________________
F
_ ___________________________________________________________________________________________________
S
_ ___________________________________________________________________________________________________
S
_ ___________________________________________________________________________________________________ 
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
* Report Type: LH for last hour, TP for todays peak, or YP for yesterdays peak 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Blank Worksheets 
A-7  
A
WORKSHEET 6
PROCESSOR OCCUPANCY SUMMARY DATA WORKSHEET
____________________________________________________________________________________________________________
System ID:  Location:
____________________________________________________________________________________________________________
Day of
WeekPeak
HourStat
OccCP
OccSM
OccIdle
OccTotal
CallsTandem
CallsTotal
ATMPTINTCOM
ATMPTINC
ATMPTOUT
ATMPTPNET
ATMPTWeek No.
and Date
____________________________________________________________________________________________________________
____________________________________________________________________________________________________________
M
_ _________________________________________________________________________________________
T
_ _________________________________________________________________________________________
W
_ _________________________________________________________________________________________
T
_ _________________________________________________________________________________________
F
_ _________________________________________________________________________________________
S
_ _________________________________________________________________________________________
S
____________________________________________________________________________________________________________
____________________________________________________________________________________________________________
M
_ _________________________________________________________________________________________
T
_ _________________________________________________________________________________________
W
_ _________________________________________________________________________________________
T
_ _________________________________________________________________________________________
F
_ _________________________________________________________________________________________
S
_ _________________________________________________________________________________________
S
____________________________________________________________________________________________________________
____________________________________________________________________________________________________________
M
_ _________________________________________________________________________________________
T
_ _________________________________________________________________________________________
W
_ _________________________________________________________________________________________
T
_ _________________________________________________________________________________________
F
_ _________________________________________________________________________________________
S
_ _________________________________________________________________________________________
S
____________________________________________________________________________________________________________
____________________________________________________________________________________________________________
M
_ _________________________________________________________________________________________
T
_ _________________________________________________________________________________________
W
_ _________________________________________________________________________________________
T
_ _________________________________________________________________________________________
F
_ _________________________________________________________________________________________
S
_ _________________________________________________________________________________________
S
____________________________________________________________________________________________________________
____________________________________________________________________________________________________________
4 Week
Avg NA
____________________________________________________________________________________________________________ 
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
ç
``NA means that the ®eld () should not be calculated.  It is not applicable. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Blank Worksheets 
A-8  
A
WORKSHEET 7     1 of 10
The Call Center Operations worksheet allows Lucent Technologies personnel to assess
the status and capacity of your DEFINITY Generic 3r switch.  The information collected
helps Lucent Technologies determine the impact of the proposed con®guration on your
switch.
The worksheet contains four general sections:  General Business, Incoming Call
Management (for example, ACD), Outgoing Call Management, and Call Flows.  The
general business section provides the general business (non ICM/OCM) call traf®c mix
expected for the switch.  The Incoming Call Management (ICM) section provides general
information about inbound telemarketing operations.  The Outgoing Call Management
(OCM) section provides general information about outbound telemarketing operations.
The Call Flows section provides a list of important items to include in the customer call
¯ows and several examples of appropriate call ¯ows.
The accuracy of the information provided determines whether realistic and achievable
switch capacity estimates can be obtained.  Therefore, it is STRONGLY recommended
that the information provided is as accurate as possible and be reviewed by the customer
and the appropriate Lucent Technologies representative.
General Business
1.  Indicate how much of the general business traf®c (non-ICM/OCM) in your system
®ts into each of the following categories.  Use percentages.  The ®ve categories
must add to 100%.
Traf®c Type  Percentage
_ ____________________________________________________________
Intercom_
  ______________
Incoming_
  ______________
Outgoing_
  ______________
Private Network (ETN, UDP, DCS)_
  ______________
General Business Vectoring (Note)_
  ______________
Total 100%
NOTE:General Business Vectoring applies to incoming calls that use Call
Vectoring and terminate to destinations other than ACD splits. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Blank Worksheets 
A-9  
A
WORKSHEET 7     2 of 10
2.  Indicate the call characteristics for each of the categories above.  Again, each
category (intercom, incoming, outgoing, private networking) must add to 100%.
Intercom Answered_
  ______________
Coverage (Note 1)_
  ______________
Auto Call Back_
  ______________
Total 100%
Incoming DID Answered_
  ______________
DID Coverage (Note 1)_
  ______________
Attendant Answered (Note 2)_
  ______________
Attendant Extended (Note 3)_
  ______________
Total 100%
Outgoing  DOD 7/8 Digit Calls_
  ______________
DOD 10/11 Digit Calls_
  ______________
Total 100%
Private Networking  Incoming Answered_
  ______________
Incoming Coverage (Note 1)_
  ______________
Outgoing_
  ______________
Tandem_
  ______________
Total 100%
Notes:
1.  Coverage means that the call goes to coverage without being answered at the
original destination.
2.  Attendant answered means that an attendant answers a call, handles the
callers request and disconnects.
3.  Attendant extended means that an attendant answers a call and extends the call
to a station that answers.
3.  For the general business traf®c (non ICM/OCM), specify the percentage (%) of calls
that ®t into the following categories.  Percentages do not need to add up to 100%.
DCS Calls on Private Network_
  ______________
ISDN-PRI on Private Network_
  ______________
ISDN-PRI on Incoming Calls_
  ______________
ISDN-PRI on Outgoing Calls_
  ______________
ISDN-PRI on General Business Vectoring_
  ______________
4.  Specify the number of CDR ports used (maximum 2)
_
  ______________
5.  Specify the percentage of calls on Intra-Switch CDR
_
  ______________ 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Blank Worksheets 
A-10  
A
WORKSHEET 7     3 of 10
6.  Specify the percentage of total business traf®c that terminates and originates at each
of the following types of stations.  Percentages must add up to 100%.
Analog Stations_
  ______________
DCP Non-display_
  ______________
DCP with Display_
  ______________
ISDN BRI_
  ______________
Total 100%
7.  For the general business traf®c indicate how coverage calls are handled.  The total of
the percentages below cannot exceed 100%.
·Specify the percentage of all coverage calls that go to AUDIXÔ
Voice Messaging System.
_
  ______________
·Specify the percentage of all coverage calls that go to an ASAI
Messaging Service that sets the Message Waiting Indicator (Set
Value - Message Waiting Indicator)
_
  ______________
8.  Specify the percentage of general business calls that involve an ASAI
monitored/controlled station (3rd Party Domain Control)
_
  ______________
9.  Specify the percentage of the domain controlled calls (from 8 above)
that are initiated via ASAI (3rd Party Auto Dial)
_
  ______________
10.  Provide the appropriate call ¯ow for call vectoring, if any, as speci®ed in the Call
Flow Section.
Incoming Call Management (ICM)
1.  Specify the percentage of your systems inbound ICM traf®c that ®ts into the
following categories:
ICM Calls using ISDN PRI facilities_
  ______________
ICM Calls using CDR_
  ______________
2.  Indicate in minutes per hour the expected agent ef®ciency (that is, in a
typical hour how many minutes is an agent active on ACD Calls or
available to receive ACD Calls?)
_
  ______________
NOTE:Agents in After Call (ACW) and Auxiliary (AUX) work modes are not available
to receive calls. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Blank Worksheets 
A-11  
A
WORKSHEET 7     4 of 10
3.  Specify the maximum number of inbound ACD agents
(exclude Voice Response Unit ports) on the system
_
  ______________
4.  Specify the percentages of ICM traf®c that terminates at each of the following
station types (this is not the administered number of ACD stations, but the actual
station mix used to answer calls).  Percentages must add up to 100%.
Analog Stations_
  ______________
DCP Non-display_
  ______________
DCP with Display_
  ______________
ISDN BRI_
  ______________
Total 100%
5.  Provide the appropriate call ¯ows as speci®ed in the Call Flow Section.
Outgoing Call Management (OCM)
1.  Specify the percentage of your systems outbound OCM traf®c that ®ts into the
following categories:
OCM Calls using ISDN trunks_
  ______________
OCM Calls using CDR_
  ______________
2.  Specify the average number of rings for calls that are never
answered
_
  ______________
3.  Specify the average number of rings for calls that are answered
_
  ______________
4.  Indicate in minutes per hour the expected agent ef®ciency (that is,
in a typical hour how many minutes is an agent active on
outbound calls or available to initiate outbound OCM calls?)
_
  ______________
NOTE:Agents in After Call (ACW) and Auxiliary (AUX) work modes are not available
to receive calls.
5.  Specify the maximum number of outbound ACD agents (exclude
Voice Response Unit ports) on the system
_
  ______________ 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Blank Worksheets 
A-12  
A
WORKSHEET 7     5 of 10
6.  Specify the station type mix (in percentages) used by active ACD agents (this is not
the administered number but the actual mix used by agents in the outbound calling).
Percentages must add up to 100%.
Analog Stations_
  ______________
DCP Non-display_
  ______________
DCP with Display_
  ______________
ISDN BRI_
  ______________
Total 100%
7.  Is CMS/BCMS used to monitor and measure the outbound ACD calls?
_
  ______________
8.  Provide the appropriate call ¯ows as speci®ed in the Call Flow Section.
Call Flows
Using Figures A-1, A-2, A-3, and A-4 as examples, specify a call ¯ow, complete with
percentages, that best depicts the call operations during the busy hour.  As a minimum,
call ¯ows should be provided for general business call vectoring, Incoming Call
Management, and Outgoing Call Management areas.  If there are several different call
¯ows within each area, draw a call ¯ow for each and give the percentages of the overall
traf®c that each call ¯ow represents.  Table A-1 shows the most important items to
include in the call ¯ow for each of the call categories:  General Business (Call Vectoring),
ICM, and OCM.
Table A-1.  Items to Include in Call Flow Diagrams
General Business
Items Call Vectoring ICM OCM
_ ___________________________________________________________________________________
Call Vectoring Commands Executed
Ð Announcement
Ð Wait
Ð Collect Digit
Ð Total Digits Collected
Ð Available Agent Conditional Checks
Ð Conditional Checks (Goto, Route to, and Check Backup)
other than Available Agents
Ð Unconditional Route to
Ð Successful Queue Commands
Ð Messaging (AUDIX Messaging System only)
Ð ASAI Adjunct Routing
Ð Look Ahead Inter¯ow Successes
Ð Look Ahead Inter¯ow FailuresX
X
X
X
X
X
X
XX
X
X
X
X
X
X
X
X
X
X
X
X