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 
6-35 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
nDetermine the desired grade of service (the blocking probability). The 
blocking probability for each split is defined as the ratio of blocked calls to 
the total number of incoming calls.
nIn the column corresponding to the desired grade of service, (for...

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 
6-36 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Table 6-12. ACD Trunk Engineering 
Blocking Probability
trunks 0.01% 0.02% 0.05% 0.10% 0.20% 0.50% 1.00% 2.00% 5.00%
1 0.0002 0.0003 0.0006 0.0011 0.0021 0.0050 0.0100 0.0200 0.0500
2 0.0142 0.0202 0.0321 0.0457 0.0652 0.1049 0.1511 0.2190 0.3622
3 0.0868...

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 
6-37 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
200 156.2 158.7 162.4 165.5 168.8 173.8 177.9 182.4 188.6
225 178.5 181.3 185.2 188.5 192.1 197.5 201.9 206.7 213.3
250 201.0 203.9 208.2 211.7 215.6 221.3 226.0 231.1 238.0
275 223.7 226.8 231.3 235.0 239.1 245.1 250.2 255.5 262.7
300 246.4 249.7 254.4 258.4...

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 
6-38 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6 

BCMS/CentreVu CMS Report Heading Comparison 
A-1 Summary of Differences 
A
DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
A
BCMS/CentreVu CMS Report
Heading Comparison
The following is a comparison of reports and report headings for BCMS and 
CentreVu Call Management System (CMS). The attachments detail each column 
from each BCMS report, its corresponding column from a standard 
CentreVu 
CMS report (or a database item...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS/CentreVu CMS Report Heading Comparison 
A-2 Summary of Differences 
A
3.The system supports “ring” state when reporting on ACD calls to the 
CentreVu CMS. CentreVu CMS tracks the time that calls spend ringing and 
will show an agent with a call ringing as being in the “ring” state, on 
real-time reports. BCMS receives notification when a call is ringing at the 
agent’s...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS/CentreVu CMS Report Heading Comparison 
A-3 Summary of Differences 
A
Table A-1. BCMS Agent Status (Real-Time) Report 
BCMS 
Column Description CMS ReportCMS Column/DB 
Item CMS Notes
Split Split number Split Status Split name or number
Split Name Split name Split Status Split name or number
Calls Waiting ACD/DA calls 
waitingSplit Status Calls Waiting ACD calls only...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS/CentreVu CMS Report Heading Comparison 
A-4 Summary of Differences 
A
TIME clock time agent 
entered stateAgent Report Time elapsed time in state
ACD CALLS number in/out 
ACD + DA calls 
completedACDCALLS + 
DA-ACD CALLSNot on standard
 
CentreVu CMS
 RT 
reports
EXT IN 
CALLSextension in calls 
completedACWINCALLS+ 
AUXINCALLSNot on standard
 
CentreVu CMS
 RT...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS/CentreVu CMS Report Heading Comparison 
A-5 Summary of Differences 
A
Table A-2. BCMS System Status (real-time) Report/CentreVu CMS Real-time Split 
Report
BCMS Column DescriptionCMS Column/DB 
Item CMS Notes
SPLIT Split name or ext Split
CALLS WAIT ACD and DA calls 
waitingCalls Waiting ACD calls only
OLDEST CALL time oldest ACD/DA 
call has waitedOldest Call Waiting...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS/CentreVu CMS Report Heading Comparison 
A-6 Summary of Differences 
A
Table A-3.  BCMS VDN Status Report / CentreVu CMS VDN Report
BCMS Column Description CMS Column/DB Item CMS Notes
VDN NAME VDN name or extension VDN name or number
CALLS WAIT calls waiting in VDN Calls Wait
OLDEST CALL time oldest call has 
waitedOldest Call
ACD CALLS completed ACD/DA calls ACD Calls...