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
BCMS Report Reference 
4-49 Historical Reports 
4
Header Definitions
Table 4-10. Trunk Group Summary Report Header Definitions 
Header Definition
TIME/DAY  The time or day interval specified in the command line.
Time is always expressed in 24-hour format. Start and stop times are 
optional. Reports always start at the top of the time interval (either hour or 
half-hour). If no start time is given, the report displays data accrued for 
the previous 24 time intervals. A stop time requires an associated start 
time. If no stop time is given, the last completed time interval (hour or 
half-hour) is the default. If no start time or stop time is given, the report 
displays data accrued for the previous 24 time intervals. If you specify 
day in the command and do not include a start day or stop day, the report 
displays data accrued for the previous six days and data accrued through 
the most recently completed interval (hour or half-hour).
If switch administration causes the number of trunks in a 
BCMS-measured trunk group to change during a day or a time interval, 
an asterisk appears in the 
DAY/TIME field.
Group Name  The name that is administered for this trunk group. If no name is 
administered, then this field is displayed as blank.
INCOMING 
CALLSThe total number of incoming calls carried by this trunk group.
INCOMING 
ABANDThe number of incoming calls that queued to ACD splits, then abandoned 
(without being answered by a staffed agent within this split) during the 
reporting interval. Calls that cannot queue (for example, queue full, or 
calls that receive a busy signal from the Central Office because there are 
no available trunks) are not included in the INCOMING ABAND number. 
Also included are calls directly to staffed ACD agents that are 
unanswered.
INCOMING 
TIMEThe average holding time for incoming calls to this trunk group during the 
specified reporting interval. Holding time is defined as the length of time 
in minutes and seconds that a facility is used during a call. The 
calculation for incoming time is:
Continued on next page
INCOMING TIMETotal Holding Time for all Incoming Calls
Total Number of Incoming Calls ----------------------------------------------------------------------------------------------------------- = 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-50 Historical Reports 
4
INCOMING 
CCSThe total holding time (usage) for incoming calls to the trunk group during 
the specified reporting interval. The units are expressed in hundred call 
seconds (CCS).
OUTGOING 
CALLS The total number of outgoing calls for this trunk group during the 
specified reporting interval.
OUTGOING 
COMPThe total number of outgoing calls that were placed over this trunk group 
and answered during the specified reporting interval.
Completion is determined by either return of network answer supervision, 
or a call that lasts longer than the answer supervision time-out parameter; 
whichever occurs first.
OUTGOING 
TIMEThe average holding time for outgoing calls during the specified reporting 
interval. The calculation is:
Table 4-10. Trunk Group Summary Report Header Definitions  — Continued
Header Definition
Continued on next page
OUTGOING TIMETotal Holding Time for Outgoing Calls
Total Number of Outgoing Calls ---------------------------------------------------------------------------------------------------- = 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-51 Historical Reports 
4
OUTGOING 
CCSThe total holding time (usage) for outgoing calls from this trunk group. 
The units are expressed in CCS.
% ALL BUSY The percentage of time that all the trunks in this trunk group were busy. 
This value includes trunks that are maintenance busy. The calculation is:
where Busy Times is expressed in minutes and is the sum of all times 
when all trunks were simultaneously busy.
% TIME 
MAINTThe percentage of time that one or more trunks have been busied-out for 
maintenance purposes. The calculation is:
where:
nTotal Maintenance Busy Time is the sum of Maintenance Busy 
Time (in minutes) for all trunks (individually) in this trunk group 
during this interval
nTime Interval is expressed in minutes (for example, 30 if using a 
half-hour interval, 
60 if using a one-hour interval, and 1440 if using 
a daily summary)
For reporting purposes, call data is stored during the time interval 
(hour or half-hour) that the trunk goes idle, not when the station 
releases. Also, changing the number of trunks in a trunk group can 
cause unexpected results for that interval.
Table 4-10. Trunk Group Summary Report Header Definitions  — Continued
Header Definition
Continued on next page
% ALL BUSYTotal of all Busy Times
Time Interval ------------------------------------------------------------X100 () =
% TIME MAINTENANCETotal Maintenance Busy Time x 100
Time Interval x Number of Trunks in Group ----------------------------------------------------------------------------------------------------------------- = 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-52 Historical Reports 
4
BCMS VDN Report
Command
Use one of the following commands to generate the BCMS VDN report:
list bcms vdn extension [time] [start time] [stop time][print/schedule]
list bcms vdn extension [day] [start day] [stop day] [print/schedule]
Description
The BCMS VDN report provides statistical information for the specified VDN. 
Depending on specifics from the command line, the information may be displayed 
as either a time interval or a daily summary. If neither 
time nor day is specified, 
time is the default. In this case, the report displays data accrued for the 
previous 24 time intervals (hour or half-hour), including data from the most 
recently completed interval.
When analyzing this report, keep the following in mind:
nAll averages are for completed calls only.
nA completed call may span more than one time period. ACD calls 
that are in process (have not terminated) are counted in the time 
period in which they terminate. For example, if an ACD call begins in 
the 10:00 to 11:00 time period, but terminates in the 11:00 to 12:00 
time period, the data for this call is counted in the 11:00 to 12:00 
time period.
nAsterisks indicate that the maximum for the associated field has 
been exceeded. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-53 Historical Reports 
4
Sample Reports
Screen 4-16. BCMS VDN Report — Hourly
Screen 4-17. BCMS VDN Report — Daily
 list bcms vdn 12345 time 8:00 12:00
BCMS VECTOR DIRECTORY NUMBER REPORT
Switch Name: Lab Model   Date: 11:05 am MON MAY 15, 1995
VDN: 12345
VDN Name: Ginsu Knives Acceptable Service Level:  17
 
AVG AVG    AVG               CALLS  % IN
CALLS   ACD    SPEED ABAND  ABAND  TALK/ CONN   FLOW BUSY/  SERV
TIME          OFFERED CALLS  ANSW  CALLS  TIME   HOLD  CALLS  OUT  DISC   LEVL
08:00-09:00 79 50 :39 5 :45 2:30 0 0 24 85*
----------- ----- ----- ----- -----  -----  ----- -----  ----  ----   ---
SUMMARY 79 50 :39 5 :45 2:30 0 0 24 85
 
list bcms vdn 12345 day 5/14
BCMS VECTOR DIRECTORY NUMBER REPORT
Switch Name: Lab Model   Date: 11:05 am MON MAY 15, 1995
VDN: 12345
VDN Name: Ginsu Knives Acceptable Service Level:  17
 
AVG AVG    AVG               CALLS  % IN
CALLS   ACD    SPEED ABAND  ABAND  TALK/ CONN   FLOW BUSY/  SERV
DAY OFFERED CALLS  ANSW  CALLS  TIME   HOLD  CALLS  OUT  DISC   LEVL
5/14/95 79 50 :39 5 :45 2:30 0 0 24 85*
----------- ----- ----- ----- -----  -----  ----- -----  ----  ----   ---
SUMMARY 79 50 :39 5 :45 2:30 0 0 24 85 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-54 Historical Reports 
4
Header Definition
Table 4-11. VDN Report Header Definitions 
Header Definition
VDN The VDN specified with the command line.
VDN Name The name that is administered for this VDN. If no name exists, the VDN 
extension (for example EXT 64532) is displayed.
Acceptable 
Service LevelThe desired time to answer calls to the VDN. Timing for a call begins 
when the VDN is encountered.
TIME/DAY The time or day interval specified in the command line.
Time is always expressed in 24-hour format. Start and stop times are 
optional. Reports always start at the top of the time interval (either hour or 
half-hour). If no start time is given, the report displays data accrued for 
the previous 24 time intervals. A stop time requires an associated start 
time. If no stop time is given, the last completed time interval (hour or 
half-hour) is the default. If no start time or stop time is given, the report 
displays data accrued for the previous 24 time intervals. If you specify 
day in the command and do not include a start day or stop day, the report 
displays data accrued for the previous 6 days and data accrued through 
the most recently completed interval (hour or half-hour).
CALLS 
OFFEREDThe total number of completed calls that accessed the VDN during the 
current interval. This calculation is:
CALLS OFFERED=
ACD CALLS + FLOW OUT + CALLS BUSY/DISC + ABAND CALLS
ACD CALLS The total number of calls to the VDN that ended in the specified interval 
and were answered by an agent in a BCMS-measured hunt group. ACD 
calls include calls that reached the split via the queue-to-main, check 
backup, route-to, messaging split, or adjunct routing commands.
Continued on next page 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-55 Historical Reports 
4
AVG SPEED 
ANSThe average speed of answer for answered ACD and CONNect calls that 
have ended for this VDN during the current period. This includes time in 
vector processing, time in a split’s queue, and time ringing. This 
calculation is:
A completed call can span more than one time period. ACD calls that are 
in process (have not terminated) are counted in the time period in which 
they terminate. For example, if an ACD call begins in the 10:00 to 11:00 
time period, but terminates in the 11:00 to 12:00 time period, the data for 
this call is counted in the 11:00 to 12:00 time period.
ABAND 
CALLSThe total number of calls that have abandoned from the VDN before 
being answered or outflowed to another position during the current 
interval. This value includes calls that abandoned while in vector 
processing or while ringing an agent. It also includes calls with a talk time 
that is less than the value administered for the BCMS/VuStats Abandon 
Call Timer (not supported with the DEFINITY BCS and GuestWorks offer.
AVG ABAND 
TIMEThe average time calls spent waiting in this VDN before being abandoned 
by the caller during the current interval. The calculation is:
AVG 
TALK/HOLD 
TIMEThe average duration of calls (from answer to disconnect) for this VDN 
during the current interval. This includes time spent talking and on hold. 
The calculation does not include ring time at an agent’s telephone. The 
calculation is:
CONN CALLS The number of completed calls that were routed to a station, attendant, 
announcement, messaging skill, or call pickup and were answered there.
Table 4-11. VDN Report Header Definitions  — Continued
Header Definition
Continued on next page
AVG SPEED ANSTotal Answer Time
Total ACD Calls + Total CONNect CALLS -------------------------------------------------------------------------------------------------------------- =
AVG ABAND TIMETotal VDN Abandon Time
Total Number of Abandoned VDN Calls -------------------------------------------------------------------------------------------------------- =
AVG TALK TIMETotal VDN Talk/Hold Time
NUM ANS --------------------------------------------------------------------- = 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-56 Historical Reports 
4
FLOW OUT The total number of completed calls that were routed to another VDN or 
to a trunk, including successful lookahead attempts.
FLOW OUT does not include calls that encounter a 
goto vector 
command.
Once a call outflows, the system does not take further measurements on 
the call for this VDN. As a result, if an outflowed call later abandons, it is 
not recorded in ABAND CALLS for this VDN.
CALLS 
BUSY/DISCThe total number of calls that were forced busy or forced disconnect 
during the current interval. This value includes:
ncalls that encountered a busy or disconnect vector step
ncalls disconnected by a stop vector step
ncalls forwarded to a split or skill with a full queue
ncalls forwarded to a split or skill with no available agents and no 
queue
This value does not include abandoned calls.
Table 4-11. VDN Report Header Definitions  — Continued
Header Definition
Continued on next page 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-57 Historical Reports 
4
% IN SERV 
LEVLThe percentage of calls that were answered with the administered service 
level for this VDN. Calculate as the following:
where
accepted is the number of answered calls whose answer time was less 
than or equal to the administered service level for the VDN.
calls offered is the total number of completed calls that accessed the 
VDN and completed during the current interval.
This field is blank if no calls have been recorded for this time interval. This 
field is also blank if no 
Acceptable Service Level is administered on the 
VDN form.
NOTE:
Not available with DEFINTY BCS and Guestworks.
SUMMARY For those columns that specify averages, the summary is also an 
average for the entire reporting interval. For the TOTAL ATTEMPTS, 
ACD CALLS, ABAND CALLS, FLOW OUT, and OTHER CALLS columns, 
the summary is the sum of individual time intervals or specified days.
Table 4-11. VDN Report Header Definitions  — Continued
Header Definition
Continued on next page
% IN SERV LEVLaccepted * 100
calls offered ---------------------------------------- = 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-58 Historical Reports 
4
BCMS VDN Summary Report
Command
Use one of the following commands to generate the BCMS VDN Summary report:
list bcms summary vdn extension [time] [start time] [stop time] 
[print/schedule]
list bcms summary vdn extension [day] [start day] [stop day] 
[print/schedule]
Description
This report is similar to the VDN report except that it provides one line of data for 
each VDN included in the report, and the one line includes all data for the 
specified times. If no data exists for a VDN, the VDN does not appear on the 
report.
Sample Reports
Screen 4-18. BCMS VDN Summary Report — Hourly Summary
 list bcms summary vdn 12345, 13443-13448 time 8:00-12:00
BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT
Switch Name: Lab Model  Date: 11:05 am MON MAY 15, 1995
Time: 8:00-12:00
AVG AVG    AVG               CALLS  % IN
CALLS   ACD    SPEED ABAND  ABAND  TALK/ CONN   FLOW BUSY/  SERV
VDN NAME  OFFERED CALLS  ANSW  CALLS  TIME   HOLD  CALLS  OUT  DISC   LEVL
EXT 13443 0 0 :00     0    :00 :00 0     0     0    
EXT 13444 0 0 :00     0    :00    :00 0     0     0    
EXT 13445 0 0 :00     0    :00    :00 0     0     0    
EXT 13446 0 0 :00     0    :00    :00 0     0     0    
EXT 13447 0 0 :00     0    :00    :00 0     0     0    
EXT 13448   0 0 :00     0    :00    :00 0     0     0    
Ginsu Knive 79 50 :39     5    :45   2:30 0     0    24 85*
----------- ----- ----- ----- ----  -----  ----- -----  ----  ---- ---
SUMMARY 79 50 :39     5    :45   2:30 0     0    24 85