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 
3-19 Attendant Performance Report 
3
Analyzing Customer Supplied
(Theoretical) Data
For an installed  system, the measurement rep orts are always rec ommend ed  over 
theoretic al d ata d erived from traffic  tab les. However, it is rec og nized  there are 
oc c asions when the use of traffic  tab les is nec essary and  desirab le. For 
examp le, as a p art of respond ing  to a req uest for p rop osal (RFP), a p otential 
c ustomer may supp ly c ertain traffic  d ata ob tained  ind ep end ent of the switc h, 
and  req uest that the RFP inc lud e c alc ulations ind ic ating  how well the switc h 
ac c ommod ates the sp ec ified  traffic . It may also b e d esirab le to use traffic  tab les 
d uring the system eng ineering  and planning  stag e.
NOTE:
Traffic  Eng ineering  Cap ac ity tables suc h as the Erlang-C Infinite Queue, 
Erlang -C Finite Queue, and  Retrial Cap ac ity are used  for d ata analysis 
when nec essary. Traffic  Eng ineering  Cap ac ity tab les are b ased  on 
mathematic al mod els in whic h c ertain assumptions are mad e ab out c all 
arrivals, the serving  p roc ess, and  the d isp osition of bloc ked c alls.
Speed of Answer
Given the ap prop riate variables, you c an estimate the Sp eed  of Answer. You 
need  the following :
nErlang-C Infinite Queue Capac ity tab les (found  in Basic  Traffic Analysis)
nAWT (Averag e Work Time)
nNumber of Attend ant Positions Staffed  (Working  Servers)
nAOL, where: AOL =  (Calls Ans +  Calls Ab and ) X AWT 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-20 Attendant Performance Report 
3
Example:
Given the following  d ata, estimate the Sp eed  of Answer:
nTime Talk =  43 CCS
nTime Held  =  4 CCS
nCalls Answered =  170
nUsing  Time Talk, Time Held , and  Calls Answered , the c alc ulations ind ic ate 
AWT=  27.6 Sec ond s
nNumber of Attend ant Positions Staffed  =  2
nCalls Aband oned  =  3
nUsing  Calls Answered , Calls Ab and oned , and  AWT, the c alc ulations 
indic ate that AOL =  47.83 CCS
1. In the tab le shown in Figure 3-1
, loc ate the row that c orresp ond s to 
two attend ant positions (working  servers).
2. Read  ac ross to find  the offered  load  c losest to 47.83 CCS. (The 
c losest is 46.2 CCS, when round ing  up .)
3. Read  up  to find  the Averag e Delay in Multip les of Averag e Hold ing  
Time that c orresp onds to 46.2 CCS (for this examp le, the Averag e 
Delay in Multip les of Averag e Holding  Time is.700).
4. Estimate the theoretic al Sp eed  of Answer b y multip lying  the 
Averag e Delay in Multiples of Averag e Hold ing  Time b y AWT (that 
is, Sp eed  of Answer = .7 X 27.6 sec ond s =  19.3 sec ond s).
NOTE:
This examp le imp lies all c alls have an averag e of 19.3 
sec ond s d elay. Some of the c alls are answered  immed iately, 
while the remaining  c alls are d elayed . To find  the p ortion of 
c alls that experienc e a d elay b efore servic e c an b e 
estimated , use the tab le shown in Figure 3-2
. The averag e 
d elay of these c alls c an b e estimated  using  the tab le shown in 
Figure 3-3
. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-21 Attendant Performance Report 
3
Figure 3-1. Estimating the Speed of Answer
5. To d etermine the p erc entag e of c alls that exp erienc e a d elay, use 
the Averag e Delay in Multip les of Averag e Hold ing  Time that is 
c losest to the exp ec ted  AOL.
a. In the Erlang -C Infinite Queue Cap ac ity table shown in 
Figure 3-1
, loc ate the row that c orresp ond s to two working  
servers.
b . Read  ac ross until you find  the value c losest to the exp ec ted  
AOL (the value c losest to 47.83 CCS is 46.2 CCS).
c . Read  up  to find  the Averag e Delay in Multip les of Averag e 
Hold ing  Time that c orresp ond s to 46.2 CCS (the Averag e 
Delay in Multip les of AHT is .700).
d . In the Erlang -C Prob ab ility of Delay tab le shown in Figure 
3-2, find  the .700 c olumn.
e. Read  d own this c olumn until it intersec ts the row with two 
servers. The value at the intersec tion is .502, whic h 
rep resents the p rob ability of delay. This value shows that 
50.2 p erc ent of the c alls exp erienc e some d elay b efore 
being answered. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-22 Attendant Performance Report 
3
Figure 3-2. Estimating the Percentage of Delayed Calls
6. To d etermine the Averag e Delay of the Delayed Calls, p roc eed  as 
follows:
a. In Figure 3-3
, loc ate the .700 c olumn.
b . Read  d own this c olumn until it intersec ts the row with two 
servers. (The value at the intersec tion is 1.40. This is the 
Averag e Delay of Delayed Calls in Multip les of Averag e 
Hold ing  Time).
c . To ob tain the Averag e Delay of Delayed  Calls in sec ond s, 
multip ly the Averag e Holding  Time b y 1.40 (1.40 X 27.6 
sec ond s =  38.6 sec ond s).
In summary, when two attend ant p ositions are p rovid ed  to ac c ommod ate 173 
c alls d uring  the b usy hour, the sp eed of answer for all c alls is 19.3 sec ond s. 
While 49.8 p erc ent of the c alls are answered  immed iately, the remaining  50.2 
p erc ent have an averag e d elay of 38.6 sec ond s.
Figure 3-3. Estimating the Average Delay of Delayed Calls 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-23 Attendant Performance Report 
3
Estimating the Number of Attendant Positions Required
Given the ap prop riate variables, you c an estimate the number of attendant 
p ositions req uired  to ac hieve a d esired Sp eed  of Answer. You need  the following :
nErlang-C CCS Cap ac ity Tables
nAWT
nAOL
nDesired  Sp eed  of Answer
Example:
For this examp le, we c ontinue with the p revious examp le’s d ata; that is:
nAWT =  27.6 sec ond s
nAOL =  47.83 CCS
nAssuming  that the Desired  Sp eed  of Answer =  13 sec ond s
To d etermine the Averag e Delay in Multiples of AWT:
Figure 3-4. Estimating the Average Delay of Delayed Calls
a. In the tab le shown in Figure 3-9
, Erlang -C Infinite Queue Cap ac ity, loc ate 
the c olumn that most c losely c orrespond s to the ob jec tive d elay of .4710 
(this falls between .450 and  .500, so use the .500 c olumn).
b . Read  d own the c olumn until the offered  load  c losest to 47.83 CCS is found  
(this falls between 41.6 and  74.3, so use the 41.6 row).
c . Read  horizontally to the left or right margin to find  the numb er of servers 
required (number of servers required =  2).
Average Delay in Multiples o f  AWT=
AWT Desired Speed o f  Answer
_
  ______________________
=
27. 6seconds 13seconds
_
  ___________
=.4710 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-24 Attendant Performance Report 
3
Figure 3-5. Estimating Attendant Position Requirements
Estimating Percent Occupancy
To d etermine the p erc ent oc c up anc y (total time) you need  the following  d ata:
nNumber of attendant p ositions staffed
nAOL
Example:
For this examp le we c ontinue with the p revious example’s data; that is:
nAOL =  47.83 CCS
n# of p ositions staffed  =  2
Assume the attend ant p ositions are staffed  100 perc ent of the time, then eac h 
p osition c an handle 36 CCS of load  d uring  the p eak hour.
Figure 3-6. Estimating Attendant Position Requirements
%Occupancy(total time)=
# positions  x36CCS AOL
____________________
´100=
2x36CCS 47. 83CCS
_
  ___________
´100=66 % 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-25 Automatic Circuit Assurance 
3
Automatic Circuit Assurance
This sec tion d esc rib es the p arameters and  measurements rep orts for the 
Automatic  Circ uit Assuranc e (ACA) feature. Sp ec ific ally, these two rep orts are 
id entified  as the ACA Parameters rep ort and  ACA Measurements rep ort.
The ACA feature c an b e used  to id entify p ossib le malfunc tioning  trunks b y 
p rovid ing  an alerting  mec hanism that monitors:
nThe oc c urrenc e of an exc essive numb er of short hold ing  time c alls
nThe oc c urrenc e of c alls that have an ab normally long  hold ing time
When the numb er of short hold ing  time c alls exc eed s the threshold  ad ministered 
for a trunk g roup , or the d uration of a c all exc eed s the ad ministrated  long  hold ing  
time limit for the trunk g roup , the following ac tions oc c ur:
1. An entry is made on the ACA Measurement Rep ort.
2. A referral c all is p lac ed  to a d esig nated  attend ant c onsole or 
d isp lay-eq uip p ed  voic e terminal.
NOTE:
For a more c omp lete d esc rip tion of the ACA feature, refer to 
DEFINITY ECS Ad ministrator’s Guid e.
Background Information:
1. To d etermine if the ACA feature is enab led , use the display 
system-parameters feature
 command.
2. When ACA is enab led , it may be used  either on a sing le system b asis or in 
a Distrib uted Communic ations System (DCS) network. Ad ministration of 
the ACA Referral Calls field (also d isp layed  on the System Parameters 
sc reen) d etermines where referral c alls terminate. For DCS networks, one 
switc h (the p rimary) is ad ministered  to rec eive ACA referred  c alls from 
remote nod es in the network for all switc hes within the network. 
Furthermore, the field ACA Remote PBX Id entific ation must b e 
ad ministered  with the PBX ID of the nod e that is d esig nated  as p rimary.
For non-DCS arrangements, the switc h is administered as local.
3. The switc h that d isp lays the ACA measurements must have a valid  
numb er ad ministered  in the ACA Referral Destination field .
4. A valid ACA referral destination can be any of the following:
nAn individual attendant
nThe attend ant g roup
nA desig nated  station that is eq uip p ed  with an alp hanumeric  display
5. Those systems eq uip p ed  with a Sp eec h Synthesizer c irc uit p ac k may also 
provide an audio (voice synthesized) report of the referral c alls. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-26 ACA Parameters Report 
3
ACA Parameters Report
The ACA Parameters rep ort lists all trunk g roups in the system and  d isp lays the 
c urrent d efinitions (p arameters) for long  and short holding  times.
NOTE:
The p arameters are ad ministered  on the trunk g roup  sc reens.
Command
To d isp lay the ACA Parameters rep ort: 
1. Type list aca-parameters [number 
x] [to number x] [name x] [aca-on
 x] 
[count 
n] [print/schedule]
 and press RETU RN.
Options: There are six op tions for this c ommand :
1.number
 
x
Enter the b eg inning  trunk g roup  numb er.
2.to-number
 
x
Enter the end ing trunk g roup  numb er. 
3.name
 
x
Enter the trunk group  name. 
4.aca on
 
x
En t e r  y
 to ind ic ate the trunk g roup  is monitored  b y ac a.
5.count
 
n 
Enter the numb er of trunk g roup s to list.
6.print
 and  schedule
 
This op tion allows you to p rint the rep ort immed iately or sc hed ule 
the rep ort to p rint at another time. 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-27 ACA Parameters Report 
3
Screen
Screen 3-6 shows a typ ic al sc reen for the ACA Parameters rep ort. Table 3-4 
d esc rib es the d ata field s p resented  in the ACA Parameters rep ort.
Screen 3-6. Typical ACA Parameters report
Table 3-4. ACA Parameters Report 
Field Description
Group 
NumberA uniq ue numb er (assig ned  d uring  ad ministration) that 
id entifies eac h trunk g roup . It may b e any numb er within the 
rang e of one to the maximum numb er of trunk g roup s 
supported by the system.
TAC
Trunk Ac c ess Cod e. The TAC (assigned during 
ad ministration) for the trunk g roup.
Continued on next page
list aca-parameters
   ACA PARAMETERS
Group        Group    Group           ACA    Short     Short      Long
Number  TAC  Type    Name       On? Hold Time  Thres   Hold Time
41     351  tie      MARKETING        n      10        15          1
42     352  tie      PURCHASING       n      10        15          1
43     353  isdn-pri D5-G2 PRI Tie    n      10        15          1
44     354  tie      FINANCE          n      10        15          1
45     355  tie      SALES            n      10        15          1
46     356  tie      NEW YORK         n      10        15          1
54     373  wats     SERVICE-WATS     y      10        15          1
55     371  tie      DATA LINK        n      10        15          1
57     387  tie      2 WAY TIE LINE   y      10        15          1
58     386  wats     NJ-WATS          y      10        15          1
59     385  wats     WATS-800         y      10        15          1
60     384  did      DID              y      10        15          1
61     383  co       WASHINGTON       y      10        15          1
Command successfully completed
Command: 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Traffic Data Analysis 
3-28 ACA Parameters Report 
3
Group Type
The typ e of trunk. The system allows the following  trunk typ es:
nAcc ess (access
)
nAd vanc ed  Private Line Termination (aplt
)
nCentral Offic e (co
) or Pub lic  Network Servic e
nCustomer Provid ed  Eq uip ment (cpe
)
nDig ital Multip lexed  Interfac e-Bit Oriented Sig naling  
(dmi-bos
)
nDirec t Inward  Dialing  (did
)
nDirec t Inward /Outward  Dialing  (diod
)
nForeig n Exc hang e (fx
)
nInteg rated  Servic es Dig ital Network (isdn-pri
)
nRelease Link Trunk (rlt
)
nTand em (tandem
)
nTie  Trun k (tie
)
nWid e Area Telec ommunic ations Servic e (wats
)
NOTE:
For a c omp lete d efinition of these trunk g roup  typ es, 
refer to the 
D EFI N I TY EC S A d m in is t r a t o r’ s Gu id e.
Group Name
The trunk g roup  id entific ation ad ministered  on the Trunk 
Group  sc reen.
ACA On?
Ind ic ates whether or not the trunk g roup is monitored  b y ACA.
Suggested Actions:
 The d ec ision to monitor a trunk g roup 
(field  entry y) may d epend  on a c omp laint from a user, 
historic al p rob lems, or susp ic ious data from another rep ort. 
ACA measurements may b e used  in c onjunc tion with other 
measurement rep orts for c onfirmation p urp oses. These other 
rep orts includ e:
nThe list p erformanc e trunk-g roup
nThe list p erformanc e summary
nThe list measurements outag e-trunk
nThe list measurements trunk-g roup summary or hourly
Table 3-4. ACA Parameters Report  — Continued
Field Description
Continued on next page