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
Glossary and Abbreviations 
GL-7  
work state
An ACD agent may be a member of up to three different splits. Each ACD agent continuously 
exhibits a work state for every split of which it is a member. Valid work states are Avail, Unstaffed, 
AUX-Work, ACW, ACD (answering an ACD call), ExtIn, ExtOut, and OtherSpl. An agent’s work 
state for a particular split may change for a...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Glossary and Abbreviations 
GL-8   

Index 
IN-1  
DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706   Issue 2
June 1999
IN
Index
A
ac c ep table service level
ad ministration of
,1-5d efinition,1-4ACD
d efinition of p arameters
,1-8d etermine how it is functioning,6-2eng ineering  of
interp olation method
,6-5
using  BCMS reports,6-5
example ap p lication
c lassified ad s d ep artment,6-8
insurance ag enc y,6-35
reservations d ep artment,6-8
split management,6-9
manag ing  op...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706    Issue 2
June 1999
Index 
IN-2  
tab le,6-12, 6-14, 6-16, 6-18, 6-20, 6-22, 6-24, 6-26, 6-28, 6-30, 6-32
AVG ABAND TIME field,6-5A VG  TA L K  TI M E f i e l d,6-4, 6-7
B
BCMS
capacities,1-6changing password,2-5
c ollec tion of d ata,4-1c omp are rep ort head ing s with CMS,A-1d ata loss d uring software up grad es,1-3
description of,1-1feature,1-2interactions with external CMS,1-8...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706    Issue 2
June 1999
Index 
IN-3  
tab le of d ifferenc es with CMS Rep orts,A-5
BCMS Trunk Group  Report,4-42ACD p lanning,6-4example screen,4-43
purpose,6-4BCMs Trunk Group Report
purpose,4-42
BCMS Trunk Group  Summary Report
example screen,4-48purpose,4-47
BCMS VDN Rep ort,4-53ACD p lanning,6-5example screen,4-53
purpose,4-52, 6-5BCMS VDN Status Rep ort,4-12ACD p lanning,6-3
example...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706    Issue 2
June 1999
Index 
IN-4  
excessive ACD talk time,6-3
exp ert ag ent selection feature,1-2external CMS
interactions with BCMS,1-8
F
Feature-Related  System Parameters sc reen,5-2form
Customer Op tions
,1-5Hunt Group,1-5System-Parameters Customer Op tions,5-1
VD N,1-5
H
historical rep orts
d efinition
,4-16hunt g roup
c ollec tion of d ata,4-1
Hunt Group  form,1-5
I
interp olation eq...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706    Issue 2
June 1999
Index 
IN-5  
VDNs,1-1
N
numb er of ag ents availab le to rec eive ACD c alls,6-2numb er of c alls
that have ab and oned
,6-2that have b een answered,6-2waiting  in the q ueue,6-2
numb er of inc oming  and  outg oing  c alls,6-4numb er of inc oming  calls that ab and oned,6-4
O
Ord ering Doc uments,xi
P
Password Chang e sc reen,2-5
p assword for BCMS
changing,2-5PC req...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706    Issue 2
June 1999
Index 
IN-6  
p rint intervals,5-4
purpose,5-3remove c ommand,5-10what it prints,5-1
Rep ort Sc hed uler form
typic al examp le,5-7Rep ort Sc hed uler sc reen
field descriptions
,5-8rep orts
adding to Report Scheduler,5-4
BCMS,1-2BCMS Ag ent Report,4-17ACD p lanning,6-4
BCMS Ag ent Summary Report,4-22BCMS Sp lit or Skill Rep ort,4-27
ACD p lanning,6-5
B C M S Sp l it  or...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706    Issue 2
June 1999
Index 
IN-7  
example screen,4-28
Split or Skill Status Rep ort,4-3example screen,4-4purpose,4-3
Split or Skill Summary Rep ort,4-35example screen,4-36sp lits
backup
when to ad d more
,6-5
id entifying  busy times,6-5staffed  ag ents
d etermining  if enough for inc oming  c alls,6-3
system p rinter,5-1ad ministering  hard ware p arameters,5-2assump tions ab out op...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706    Issue 2
June 1999
Index 
IN-8  
VDN Summary Rep ort
example screen
,4-58, 4-59vec tors
evaluation of p erformanc e,6-5
VuStats feature,1-2description of,1-8