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
About this Book 
xi Where to find related documents 
Where to find related documents
See Appendix B, ‘‘References’’, for a detailed list of documents related to 
DEFINITY ECS. Use these documents to help administer, maintain, and operate 
the system.
With each system that is shipped from the factory, you will receive a compact disc 
(CD-ROM) that contains most of the...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
About this Book 
xii How to comment on this document  

BCMS Description 
1-1 Overview 
1
DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
1
BCMS Description
Overview
BCMS helps you monitor the operations of your ACD application. BCMS collects 
data regarding the calls on the switch and organizes the data into reports that help 
you manage ACD facilities and personnel. The BCMS reports allow you to 
manage the hourly and/or daily operations of the ACD by:
nMonitoring trunk...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Description 
1-2 BCMS Reports 
1
BCMS Reports
The BCMS feature provides the following reports:
1. Real-time reports that present data on:
nAll splits, on a system basis, that are administered for internal 
measurements or for both internal and external adjunct 
measurement
NOTE:
DEFINITY BCS and GuestWorks does not support an external 
adjunct (for example, 
CentreVu®...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Description 
1-3 Printing and Storing Reports 
1
Printing and Storing Reports
The BCMS reports may be displayed on the Management Terminal or printed on 
its associated printer. The reports also can be scheduled to print at a later time 
with the Report Scheduler.
As an option, a personal computer (PC) or host computer may be used to store 
the reports and provide...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Description 
1-4 Acceptable Service Level 
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Acceptable Service Level
Before using BCMS, you should understand the concept of Acceptable Service 
Level and then set the acceptable service level field on various forms.
NOTE:
Acceptable Service Level is not supported on the DEFINITY BCS and 
GuestWorks offers.
Acceptable Service Level is the desired time for an agent to...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Description 
1-5 Acceptable Service Level 
1
calls offered — Is the total number of completed calls that accessed the VDN 
during the current interval.
Acceptable Service Level Administration
The Acceptable Service Level is administered on the System-Parameters 
Customer-Options, VDN, and Hunt Group forms. On the System-Parameters 
Customer-Options form (only changeable...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Description 
1-6 System Capacities 
1
System Capacities
The following tables illustrates the feature capacities for BCMS and ACD based 
on the different switch types and different offer categories. If the capacity differs 
between Category A and B, the values in the table are shown as A/B. For 
example, the BCMS capacity for Measured splits on an R7csi Category A system...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Description 
1-7 Interactions 
1
Table 1-2. ACD Feature Capacities
Interactions
Offer Category A Versus Offer Category B
Offer Category A products (DEFINITY ECS and Prologix™) supports more 
features and feature capacities than the Offer Category B products (DEFINITY 
BCS and GuestWorks). In relation to the BCMS feature, the following features are 
not supported with...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Description 
1-8 Interactions 
1
Interactions With External CentreVu CMS
From the administration perspective, the ACD parameters associated with trunk 
groups, hunt groups, and VDNs are any of the following:
nNot measured
nInternally measured by BCMS
nExternally measured by CentreVu CMS
nMeasured both internally by BCMS and externally by CentreVu CMS.
Note that using...