Lucent Technologies Definity Release 7 Basic Call Management System Operations Manual

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-25 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
200 5694 5754 5800 5853 5883 5918 5937 5957 5967
225 6436 6499 6547 6601 6632 6667 6686 6706 6717
250 7178 7244 7294 7349 7381 7417 7436 7456 7467
275 7921 7990 8041 8098 8130 8166 8186 8206 8217
300 8665 8737 8789 8847 8880 8916 8936 8956 8967
350 10154 10230...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-26 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Table 6-8. 180 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
1222233345
2 111111121314161921
3 222324252629313539
4 353637394145485357
5 495152555762667276
6 646667717479849196
7 798183879197102110115
8 95 97 100 104 108 115...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-27 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
200 3755 3794 3826 3867 3892 3922 3939 3958 3968
225 4246 4288 4322 4365 4391 4421 4439 4458 4468
250 4738 4783 4819 4863 4890 4921 4938 4957 4967
275 5231 5278 5316 5361 5388 5420 5438 5457 5467
300 5724 5774 5813 5859 5887 5920 5938 5957 5967
350 6713 6766...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-28 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Table 6-9. 240 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
1222222233
28889910111214
3 161717181920222427
4 262727283032343740
5 363738404144465154
6 474849515357596468
7 586061636669737882
8 707173767883879297
9...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-29 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
200 2796 2823 2847 2879 2900 2926 2942 2959 2968
225 3162 3192 3218 3251 3273 3300 3316 3334 3343
250 3530 3562 3589 3624 3647 3675 3691 3708 3718
275 3898 3932 3961 3997 4021 4049 4065 4083 4093
300 4267 4302 4332 4370 4394 4423 4440 4458 4468
350 5005 5045...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-30 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Table 6-10. 300 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
1111112222
26677788910
3 131313141415161820
4 212121222324262830
5 292930313234363941
6 373839404144464952
7 464748505154566063
8 565657596164677175
9...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-31 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
200 2225 2245 2264 2289 2307 2330 2344 2360 2369
225 2518 2539 2559 2586 2605 2629 2643 2660 2669
250 2811 2834 2855 2884 2904 2928 2943 2959 2969
275 3104 3129 3152 3182 3202 3227 3242 3259 3268
300 3398 3425 3449 3480 3501 3527 3542 3559 3568
350 3987 4017...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-32 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Table 6-11. 600 Seconds Average Service Time 
AVG SPEED ANS
agents 11 15 22 30 45 60 90 120 180
1111111111
2333334445
3667777889
4 101011111111121314
5 141415151516171819
6 191919192021222325
7 232324242526272830
8 282828293030323336
9 323233343536373941
10 37...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-33 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
200 1106 1113 1123 1132 1145 1154 1165 1172 1180
225 1251 1259 1270 1280 1293 1303 1314 1322 1330
250 1397 1405 1418 1428 1442 1452 1464 1471 1480
275 1543 1552 1565 1576 1591 1601 1614 1621 1630
300 1690 1699 1713 1724 1740 1750 1763 1771 1780
350 1983 1994...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-34 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Trunk Engineering Guidelines
The number of trunks required for a typical ACD ranges from 1.1 to 1.7 times the 
number of agents (whenever a blocked call represents potential lost revenue). As 
in the case of agents, the number of trunks required for an ACD is...