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 
4-59 Historical Reports 
4
Screen 4-19. BCMS VDN Summary Report — Daily Summary
Header Definitions
Table 4-12. VDN 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 6 days and data accrued through 
the most recently completed interval (hour or half-hour).
VDN Name The name that is administered for this VDN. If no name exists, the VDN 
extension (for example EXT 64532) is displayed.
CALLS 
OFFEREDThe total number of completed calls that accessed the VDN during the 
current interval. This calculation is:
CALLS OFFERED=
ACD CALLS + FLOW OUT + OTHER CALLS + ABAND CALLS
ACD CALLS The total number of calls to the VDN that ended in the specified interval 
and were answered by an agent as a result of a 
queue-to-main or 
check-backup split
 step.
Continued on next page
 
 list bcms summary vdn 12345 day 5/14
BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT
Switch Name: Lab Model  Date: 11:05 am MON MAY 15, 1995
Day: 5/14/95
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
Ginsu Knives 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 
4-60 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. Calls that abandoned immediately 
after the agent answered are recorded as ACD CALLS.
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 4-12. VDN Summary 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 
4-61 Historical Reports 
4
FLOW OUT The total number of completed calls that were routed to another VDN or 
to a trunk.
FLOW OUT does not include calls that encounter a 
goto vector command 
or calls that forward to another extension (which are tracked as 
CONNected CALLS).
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.
% 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.
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 4-12. VDN Summary 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 
4-62 Historical Reports 
4 
						

							System Printer and Report Scheduler 
5-1 Overview 
5
DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
5
System Printer and Report Scheduler
Overview
The Report Scheduler is enabled on the System-Parameters Features form. Only 
an authorized Lucent Technologies representative can access and make changes 
to the System-Parameters Customer-Options form. The parameters of the system 
printer, which are used by the Report Scheduler feature, are administered on the 
Feature-Related System Parameters form. If the parameters for the system 
printer are not administered, scheduled reports cannot be printed. The system 
administrator login may access this screen by entering the change 
system-parameters features command. This command and the requirements 
for using the Feature-Related System Parameters to set up the Report Scheduler 
are covered in this chapter.
System Printer
The system printer, rather than the printer that is attached directly to the 
Management Terminal is used to print scheduled reports. Scheduled reports 
cannot be sent to the Management Terminal or to its printer.
NOTE:
The system printer should not be confused with and does not replace the 
journal, Call Detail Records (CDR), or Property Management System (PMS) 
dedicated printers. The Report Scheduler is intended to print all DEFINITY 
System reports and the output of virtually all list, display, and test 
commands.  
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
System Printer and Report Scheduler 
5-2 System Printer 
5
System Printer Administration
Use the Feature-Related System Parameters screen to administer the hardware 
parameters of the system printer. The system administrator login may access this 
screen form by entering the change system-parameters features command. 
Screen 5-1
 shows the Feature-Related System Parameters screen and Table 5-1 
describes the data fields for this screen.
Screen 5-1. System Printer Hardware Administration Screen
NOTE:
For complete installation instructions for the System Printer, see the 
installation documents as referenced in Appendix B
.
Table 5-1. System Printer Hardware Administration
Field Description
System Printer 
Extension:Enter either the data module extension number associated with 
the System printer or enter “eia” if the DCE jack is used to 
interface the printer. The “eia” option is not available for G3r.
EIA Device Bit Rate: This field is not displayed for R5r configurations. Enter “1200”, 
“2400”, “4800”, or “9600” per the required printer speed setting. 
Default is “9600”.
Lines Per Page: Enter the number of lines per page required for the report. Valid 
entries are 24 through 132. Default is “60”.
                                                                   Page 4 of 9
                          FEATURE-RELATED SYSTEM PARAMETERS
SYSTEM PRINTER PARAMETERS
             System Printer Extension: ____                 Lines Per Page: 60
                  EIA Device Bit Rate: 9600
SYSTEM-WIDE PARAMETERS
                          Switch Name: ________________
MALICIOUS CALL TRACE PARAMETERS
               Apply MCT Warning Tone? n     MCT Voice Recorder Trunk Group: ___ 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
System Printer and Report Scheduler 
5-3 Report Scheduler 
5
System Printer Data Link Operation 
and Maintenance
Operation and maintenance of the system printer data link is significantly different 
from the CDR and journal printer data links. For example, the CDR and journal 
printer data links are maintained in a constant link up state, while the system 
printer data link is only brought up once every 15 minutes provided there are 
reports to be printed, or when an immediate report is scheduled.
The system printer data link has three states that identify its operational condition. 
The states are: (1) link up, (2) link down, and (3) maintenance busyout. Whenever 
the communication path (including software processes, hardware cabling, and 
printer) functions properly and data is exchanged successfully between them, the 
data link is defined as being in the link up state. The link down state refers to all 
times except (1) whenever reports are being printed and (2) whenever 
maintenance personnel have disabled the link. The maintenance busyout state is 
the result of executing the busyout sp-link command from the Manager I 
terminal. While in the maintenance busyout state, the switch software processes 
are disabled and the link retry operation is disabled.
Monitor the operating status of the system printer and, as necessary, refill the 
paper bin, relieve any paper jams, verify that the printer is receiving power, etc.
NOTE:
Only personnel with maintenance permissions can execute the busyout 
sp-link command. This is normally only performed via the maintenance 
login. Therefore, as necessary, all nonmaintenance personnel should simply 
flip the printer power switch to the OFF position to refill the paper bin and 
remove jammed paper. Subsequently, the system printer can be restored 
on-line by turning the power switch ON.
If the system printer link generates either a Warning alarm or a Minor alarm, the 
problem should be referred to the proper maintenance personnel.
Report Scheduler
The Report Scheduler may be used with many switch features. Specifically, 
virtually all list, display, or test commands may be executed with the schedule 
qualifier. Therefore, the system administrator login, maintenance login, and other 
logins, may schedule reports.
Whenever a command containing the schedule option is executed, it results in 
generating a Job Id. A maximum of 50 different Job Ids (50 different reports) can 
be scheduled for printing. The Report Scheduler feature is used to specify the 
actual day(s) and time of day that each report will be printed. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
System Printer and Report Scheduler 
5-4 Report Scheduler 
5
Print Intervals
For purposes of printing reports, three print intervals are available:
nimmediate — If you select this option, the report will be printed 
immediately.
nscheduled — If you select this option, the date, time, and day(s) 
parameters for the report are set administratively. To change them, 
readministration is required.
ndeferred — If you select this option, the report will be generated once for 
the date, time, and day specified.
Adding a Report to the Report Scheduler
To add a report to the Report Scheduler, enter a list, test, display, or other 
command followed by the schedule option. Whenever a report is initially 
scheduled, the print interval of immediate is automatically assigned as the 
default. Therefore, if immediate is not desired, the print interval must be changed 
to deferred or scheduled and a day and print time must still be added to the 
Report Scheduler. Table 5-2
 describes the data fields for this screen.
Screen 5-2. Adding a Report with the List Measurements Attendant-Group Schedule 
Command
list measurements attendant-group                                         Page 1
                                REPORT SCHEDULER
    Job Id: 1                         Job Status: none
    Command: list measurements attendant-group
    Print Interval: immediate 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
System Printer and Report Scheduler 
5-5 Report Scheduler 
5
Table 5-2. Report Scheduler Field Descriptions 
Field Description
Job Id: This is a display-only field. Whenever a command is executed with the 
qualifier schedule, the system responds by generating a unique Job Id 
number. The Job Id assigned by the system is the lowest number within 
the range of 1 through 50 that is not in use.
Job Status: This is a display-only field. It identifies the print status of the report. Since 
the job is not yet on the Report Scheduler, this field displays none.
Command: This is a display-only field. It displays the command line parameters 
ACTION, OBJECT, and QUALIFIER, of the command being scheduled.
Print Interval: This field has three options: immediate, deferred, and scheduled. The 
immediate option is initially assigned as a default. Thereafter this option 
is used whenever the administrator would like to print the report 
immediately. Whenever the Print Interval: field is changed from 
immediate to deferred, or scheduled, the system responds as 
appropriate with the word deferred or scheduled. Furthermore, the 
screen changes to the format shown in Screen 5-6
 and the administrator 
is prompted to enter values for the Print Time: and the days of the week 
fields.
NOTE:
The deferred option is only used when you want to schedule the 
report for a single printing. Thereafter, the Job Id is automatically 
removed from the Report Scheduler. Those reports that are 
administered as scheduled are printed on a week after week basis.
Print Time: Within a given hour, reports may be scheduled at 15-minute intervals 
(that is, xx:00, xx:15, xx:30, or xx:45). The system printer requires 
significant switch processor resources. Therefore, it is important that the 
reports be scheduled for off-peak hours. Furthermore, the reports should 
not all be scheduled for the same hour and time interval, but should be 
staggered across multiple off-peak time intervals. If, because of printing 
volume or other problems, a report is not printed within four hours of its 
scheduled time interval, it will not be printed until its next scheduled time 
interval. This is a 4-hour (non-administrable) limit. Immediate and 
deferred jobs would be removed from the Report Scheduler under this 
scenario and would require reentry to print.
Days of Week For each day of the week that the report is to be printed, enter y (yes). 
Alternatively, enter n (no) for those days when the report should not be 
printed. Selecting an n for all seven days of the week will effectively 
disable a report from being printed. Days are defaulted to n.
Continued on next page 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
System Printer and Report Scheduler 
5-6 Report Scheduler 
5
Screen 5-3. Administering a Time/Date When Adding a Scheduled Report
Other commands are added to the Report Scheduler in a similar manner. Simply 
append the schedule qualifier to the command and, whenever the first screen 
appears, change the Print Interval: field from immediate to scheduled 
and subsequently administer the Print Time: and days of the week fields.
Summary of the Steps for Printing Reports
on the System Printer
Procedure:
Execute a command with the schedule qualifier.
Response:
The first screen of the Report Scheduler (for example, Screen 5-4
 with the 
appropriate command) is displayed. It indicates that the print interval is 
immediate.
Procedure:
Either (a) press 
ENTER — to print the report (immediately) on the system printer, or 
(b) since the cursor is on the word immediate just type the word scheduled, or 
deferred, and then press 
ENTER.
NOTE:
If you are using a PC running the 513 terminal emulation package, your 
keyboard will not have an 
ENTER. You must map a function key to serve in 
this capacity (pressing 
RETURN will not achieve the desired results).
Response:
When the print interval is changed to scheduled or deferred, the Print Time: 
and the days of the week fields are displayed (for example, Screen 5-3
 with the 
appropriate command).
list report scheduler                                                   Page 1
                                REPORT SCHEDULER
    Job Id: 1                         Job Status: none
    Command: list report scheduler
    Print Interval: scheduled
    Print Time: xx:xx
         Sun: n   Mon: n   Tue: n   Wed: n   Thu: n   Fri: n   Sat: n