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
System Printer and Report Scheduler 
5-7 Report Scheduler 
5
Procedure:
Type in the desired print time and press 
ENTER. The cursor is now on the days of 
the week field. For those days that you desire to print the report, type in a y.
Response:
Press 
ENTER to execute the command. The system responds with a prompt for the 
next command.
Listing Scheduled Reports
To display a list of all reports that are on the Report Scheduler, enter the list 
report-scheduler command. This command displays a list of all reports in the 
Report Scheduler. The order of the list is according to scheduled print time. 
Reports will be printed according to this list (for example, first report on the list is 
the first report printed). Screen 5-4
 shows the screen for the list 
report-scheduler command. Table 5-3
 describes the data fields for this screen.
Screen 5-4. Report Scheduler Screen Form — Ty p i c a l
NOTE:
In instances such as those for Job Id 4, if an immediate report is scheduled, 
the Days field is completed with one y for the current day and n for the 
others.
All fields are display-only. If, after reviewing this report, it is determined that 
change needs to be made, the change report-scheduler command may be used 
to make the desired changes.
list report-scheduler
                                                                     Page 1 of x
                                REPORT SCHEDULER
       Job Id     Days (smtwtfs)        Time      User      Status     Type
             Command
         4              nynnnnn        18:45      bcms      printing   immediate
            list measurements attendant-group time 14:15
         2              nynynyn        19:00      bcms      waiting    scheduled
            list measurements call-rate time 07:00
         7              nnnnnyn        19:15      bcms      waiting    deferred
            list bcms agent 5000 time  08:00     12:00
         23             nnynnnn        19:15      bcms      waiting    scheduled
            list bcms agent 4000  day  09/11     09/15 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
System Printer and Report Scheduler 
5-8 Report Scheduler 
5
Table 5-3. Report Scheduler Screen Form
Field Description
Job Id Whenever a command is executed with the schedule qualifier, 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.
Days (smtwtfs) On a per-day basis, an n indicates that the report will not be printed 
that day; a y indicates that the report will be printed that day. 
Selecting an n for all seven days of the week will effectively disable 
a report from being printed.
Time The time interval that the report is scheduled to be printed.
User The user login that scheduled the identified report.
StatusSame as “Job Status” which was described previously. The four 
possible states are:
nWaiting—means that the report is not scheduled for any activity 
during the current 15-minute time interval.
nPrint-Next—means that the report is scheduled to be printed 
within the current 15-minute time interval.
nPrinting—means that the report is currently being printed.
nPrinted—means that the report has been successfully printed 
during the current 15-minute time interval.
Type Indicates the type of print interval that is scheduled for the report.
Command This field displays the complete command line (excluding the 
schedule option) that the user entered to produce the identified 
report. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
System Printer and Report Scheduler 
5-9 Report Scheduler 
5
Change Command
The change report-scheduler command is used to change the schedule of a 
report. To display this screen form, enter the change report-scheduler xx 
command. The xx corresponds to the Job Id. Screen 5-5
 shows the Change 
Report-Scheduler screen. Table 5-4
 describes the data fields for this screen.
Screen 5-5. Change Report-Scheduler Screen
Table 5-4. Change Report-Scheduler Screen Form 
Field Description
Job Id: This is a display-only field. It is the unique identifier for the report. 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. The 
four possible states are:
nWaiting—means that the report is not scheduled for any activity during 
the current 15-minute time interval.
nPrint-Next—means that the report is scheduled to be printed within 
the current 15-minute time interval.
nPrinting—means that the report is currently being printed.
nPrinted—means that the report has been successfully printed during 
the current 15-minute interval.
Command: This is a display-only field. It is the command that is to be executed.
Continued on next page
change report-scheduler 23                                              Page 1
                                REPORT SCHEDULER
    Job Id: 23                        Job Status: printed
    Command: list bcms agent 4000 time start 08:00 stop 12:00
    Print Interval: scheduled
    Print Time: 19:15
     Sun: n    Mon: y    Tue: n    Wed: y    Thu: n    Fri: y    Sat: n 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
System Printer and Report Scheduler 
5-10 Report Scheduler 
5
Remove Command
The remove report-scheduler command is used to remove a report from the 
Report Scheduler. To display this screen form, enter the remove 
report-scheduler xx command. The xx corresponds to the Job Id. Screen 5-6
 
shows this screen. Table 5-5
 describes the data fields for the screen.
Screen 5-6. Remove Report Scheduler Command ScreenPrint Interval: The three possible options are immediate, scheduled, and deferred. If the 
print time of a report is changed so that its scheduled time now falls inside 
the current 15-minute time interval (that is, the Job Status: field changes 
from waiting to print-next), the report will not be printed in the current 
interval.
Print Time: Within a given hour, reports may be scheduled at 15-minute intervals (that 
is xx:00, xx:15, xx:30, xx:45). This field may be changed as desired. 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 (nonadministrable) 
limit. Immediate and deferred jobs would be removed from the Report 
Scheduler under this scenario and would require reentry to print.
Days of 
WeekOn a per-day basis, an n indicates that the report will not be printed for 
that day; a y indicates that the report will be printed for that day. This field 
may be changed as desired. Selecting an n for all seven days of the week 
will effectively disable a report.
Table 5-4. Change Report-Scheduler Screen Form  — Continued
Field Description
Continued on next page
remove report-scheduler 23                                              Page 1
REPORT SCHEDULER
    Job Id: 23                        Job Status: printed
    Command: list bcms agent 7000 time start 08:00 stop 12:00
    Print Interval: scheduled
    Print Time: 19:15
    Sun: n    Mon: y    Tue: n    Wed: y    Thu: n    Fri: y    Sat: n 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
System Printer and Report Scheduler 
5-11 Report Scheduler 
5
NOTE:
All fields are display-only. Once the user has verified that the identified 
report is the one to be removed, it is then necessary to press 
RETURN. 
Following this action, the system waits for the next command.
Table 5-5. Remove Report Scheduler Command Screen
Field Description
Job Id: The unique identifier for the report. 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: Identifies the print status of the report. The four possible states are: 
nWaiting—Means that the report is not scheduled for any activity 
during the current 15-minute time interval.
nPrint-Next—Means that the report is scheduled to be printed within 
the current 15-minute time interval.
nPrinting—Means that the report is currently being printed.
nPrinted—Means that the report has been successfully printed during 
the current 15-minute interval.
Command: The command associated with the Job Id that is being removed.
Print Interval: The three possible options are immediate, scheduled, and deferred.
Print Time: Within a given hour, reports may be scheduled at 15-minute intervals 
(for example, xx:00, xx:15, xx:30, xx:45).
Days of Week On a per-day basis, an n indicates that the report will not be printed for 
that day; a y indicates that the report will be printed that day. Selecting 
an n for all seven days of the week will effectively disable a report from 
being 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 
5-12 Report Scheduler 
5 
						

							Use of BCMS Reports for ACD Planning 
6-1 Planning/Engineering Objectives 
6
DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
6
Use of BCMS Reports for ACD 
Planning
Planning/Engineering Objectives
Before presenting examples of how you can use the BCMS reports to optimize the 
operations of an ACD application, this chapter reviews certain relevant points. 
First, recall that the ACD hunt groups and trunk groups may be administered for:
nInternal measurements (DEFINITY BCS and GuestWorks supports internal 
measurements only)
nExternal measurements (CentreVu Call Management System)
nBoth internal and external
nNone (no measurements)
Second, the ACD feature can support a maximum number of agents, splits, and 
trunk groups. Since the BCMS feature may measure fewer agents, splits, and 
trunk groups, those agents, splits, and trunk groups that are not measured with 
the BCMS feature either are measured with external 
CentreVu CMS or are not 
measured at all (
CentreVu CMS is not supported with DEFINITY BCS or 
GuestWorks).
If you are planning to implement BCMS and you do not have accurate traffic 
information, then the ACD splits are initially designed based on an estimated 
number of trunks and agents according to the particular needs of each ACD split. 
The number of trunks and agents is based on an estimated volume of incoming 
traffic. The primary purpose of the BCMS reports is to monitor the ACD 
application and provide information detailing how the splits, agents, and trunk 
groups are being used. By analyzing these reports, you can determine the 
optimum number of agents and trunks needed to support a given ACD 
application. 
						

							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 
6-2 Planning/Engineering Objectives 
6
The overall design of an ACD should be based on how a business values a lost or 
blocked call. For example, if the ACD split handles sales and each blocked or 
dropped call represents potential lost revenue, it will probably be desirable to 
provide more trunks than agents to minimize the lost calls. As a contrast, if the 
ACD split handles calls from a captive customer base and each agent performs a 
significant amount of “After Call Work” that results in an expense to the 
organization, it will probably be desirable to provide fewer trunks than agents.
Finally, remember that the report scheduler allows only 50 reports each night. If 
you do not need to view historical data on an hour-by-hour basis, or if you prefer 
to see data sorted by entity (such as agents, splits, or VDNs) rather than sorted by 
time, then you should utilize the summary reports. These reports can include up to 
30 entities at one time, and thus can allow you to make better use of the 50 
available scheduler slots.
BCMS System Status Report
You should use the BCMS System Status Report (monitor bcms system) as the 
first step toward determining how the ACD is functioning. This report displays data 
that details how each split’s queue is currently functioning. Specifically, the report 
lists:
nThe number of CALLS WAITING in the queue (this includes calls ringing)
nThe length of time that the OLDEST CALL has been queued
nThe number of ACD calls that have been answered
nThe number of agents that are available to receive ACD calls
nThe number of calls that have abandoned
nThe average length of time before a call abandons the queue
nThe average length of time it is taking before the ACD calls are answered
nThe average length of time the agents spend talking
nThe average length of time the agents spend in ACW mode.
nThe percentage of calls answered within service level.
If any of the numbers are not within their desired range, the individual 
split(s) should be observed more closely with the Monitor Split Status 
Report. Some of the more obvious indications of a problem are:
— An excessive number of calls waiting in the queue, or a very old 
“oldest call.”
— An excessive number of calls that have abandoned the queue
— A large number of agents that are available to receive ACD calls
— If only a small number of ACD calls have been answered, but the 
split is still staffed with a large number of agents 
						

							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 
6-3 Planning/Engineering Objectives 
6
— An excessive amount of time is spent in ACW mode, AUX work, or 
ExtnIn/ExtnOut calls.
BCMS Split Status Report
You can use the Split Status Report (monitor bcms split) to determine:
nWhether there are enough “staffed” agents for the current level of incoming 
calls.
— If after monitoring the Avail field for several minutes and no agents 
are indicated as being available to receive calls, you will probably 
want to “staff” some of the “unstaffed” positions, especially if this 
loss of business represents a loss in revenue.
— If all agent positions are “staffed,” it may be appropriate to add more 
agents to the split.
— If an excessive amount of time is being spent answering ACD calls 
for another split, then it may be appropriate to determine the reason 
and possibly to assign more agents to the other split.
nWhether any particular agent or agents are spending too much time on 
ExtnCalls.
— If an agent is suspected of spending too much time on ExtIn/ExtOut 
calls, the BCMS Agent Report should be used to investigate further.
nWhether, based on a comparison of agents within this split, any particular 
agent is taking more time to handle calls than appropriate. More 
specifically, this would be referred to as excessive ACD talk time.
— If an agent is suspected of taking more time than appropriate, the 
BCMS Agent Report should be used to investigate further.
BCMS VDN Status Report
You can use the BCMS VDN Status Report (monitor bcms vdn) to determine 
how one or more internally-measured VDNs and vectors are functioning. This 
report can help you to determine whether you need to change a VDN instead of 
moving agents between splits when ACD traffic changes. Specifically, some 
information this report indicates is:
nHow many calls have encountered a VDN but have not been answered
nThe time the oldest call has been waiting in the VDN
nThe average length of time for a call to be completed in the VDN during the 
current period
nThe average length of time a call waited before abandoning during the 
current period
nThe average length of talk time for calls to the VDN completed during the 
current period 
						

							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 
6-4 Planning/Engineering Objectives 
6
nThe percent of calls being answered in the VDN within the acceptable 
service level during the current period
BCMS Trunk Group Report
You can use the BCMS Trunk Group Report (list bcms trunk) to determine:
nThe number of incoming and outgoing calls
nThe average amount of time for incoming calls
nThe average amount of time for outgoing calls
nThe number of incoming calls that abandoned. This may be an indication 
that there are not enough “staffed” agent positions rather than not enough 
trunks
nThe number of outgoing calls that were placed over this trunk group and 
answered during the specified reporting period
nThe CCS traffic load for incoming calls
nThe CCS traffic load for outgoing calls
nThe percent of time that one or more trunks have been busied-out for 
maintenance purposes
nThe percent of time that all trunks within this group are busy. This field 
should serve as an indication of whether additional trunks may be needed.
If the designated trunk group serves a split that provides a revenue-producing 
function, it will generally be desirable for the trunk group to contain enough trunks 
to accommodate the peak level of traffic. After identifying when peak traffic 
occurs, it is then necessary to schedule a trunk report for that time of day. 
Subsequently, the information from this report and other reports may be used with 
the “Trunk Engineering Guidelines” (described later) to determine the correct 
number of trunks for the trunk group.
BCMS Agent Report
You can use the BCMS Agent Report (list bcms agent) to determine exactly how 
the specified agent uses his or her time. Subsequently, and depending on the 
specifics of the data, you may observe that certain changes are in order. For 
example, if the TOTAL AVAIL TIME field shows a high number, you may find it 
desirable to:
1. Change this agent’s work schedule
2. Place this agent into multiple splits via an administration change. You can 
identify those splits that may be in need of additional agents by analyzing 
the individual BCMS Split Reports.
If the AVG TALK TIME field shows high numbers, this may indicate that the agent 
needs additional instruction and training.