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/CentreVu CMS Report Heading Comparison 
A-7 Summary of Differences 
A
Table A-4. BCMS Agent Report / CentreVu CMS Agent Summary
BCMS Column DescriptionCMS Column/DB 
Item CMS Notes
Agent Agent extn or Login 
IDAgent Name login ID if no name
ACD CALLS ACD/DA calls 
completed for all 
splitsACD Calls
AVG TALK TIME avg time talking on 
ACD/DA calls, all 
splitsAvg Talk Time
TOTAL AFTER CALL Total ACW time for 
ACD/DA calls and 
non-call related ACW; 
includes time on extn 
callsI_ACWTIME
TOTAL AVAIL TIME time avail in at least 
one splitAgent Time Avail
TOTAL AUX/OTHER time in AUX in ALL 
splits and time on 
AUX extn calls; does 
include “Other” time, 
ringing timeAgent Time AUX does not include time 
ringing, in other
EXTN CALLS in/out extn calls 
completedExtn In Calls, Extn 
Out CallsCMS has two 
columns
AVG EXTN TIME avg time on extn calls Avg Extn In Talk 
Time, Avg Extn Out 
Talk TimeCMS has two 
columns
TOTAL TIME 
STAFFEDtotal time staffed in 
any splitAgent Time Staff
TOTAL HOLD TIME time ACD calls on 
holdHOLDTIME ACD and personal 
calls 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS/CentreVu CMS Report Heading Comparison 
A-8 Summary of Differences 
A
Table A-5. BCMS Split Summary / CentreVu CMS Split Summary
BCMS Column DescriptionCMS 
Column/DB 
Item CMS Notes
Split split number Split name or number
Split Name split name or extn Split name or number
ACD CALLS ACD/DA calls completed by this 
splitACD Calls ACD calls only
AVG SPEED ANS avg speed of ans for ACD/DA 
callsAvg Speed Ans ACD calls only
ABAND CALLS ACD/DA calls abandoned for 
this splitAban Calls ACD calls only
AVG ABAND TIME avg time to abandon for 
ACD/DA callsAvg Aban Time ACD calls only
AVG TALK TIME avg talk time for ACD/DA calls Avg Talk Time ACD calls only
TOTAL AFTER 
CALLtotal ACW time for ACD/DA calls 
and non-call related ACWI_ACWTIME for ACD calls and 
non-call related ACW
FLOW IN calls split accepted as coverage 
pt, or call-forwarded 
(non-vectoring); calls answered 
by non-primary split (vectoring). 
Must have outflowed from a 
BCMS-measured split.Flow In
FLOW OUT calls split extends to its 
coverage pt, which call-forward 
out or are answered via call 
pickup (non-vectoring); calls that 
dequeue (and are not 
answered) from primary split’s 
queue (vectoring)Flow Out
TOTAL 
AUX/OTHERtime agents spent in AUX, 
including “Other” timeI_AUXTIME other time not 
included
AVG STAFF avg # people staffed during 
periodAvg Pos Stf
% IN SERV LEVL % calls answered within service 
level% Within Service 
Levelon Split Status report 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS/CentreVu CMS Report Heading Comparison 
A-9 Summary of Differences 
A
Table A-6. BCMS Trunk Group Summary / CentreVu CMS Trunk Group Summary 
Report
BCMS Column DescriptionCMS Column/DB 
Item CMS Notes
Group trunk group number Trunk group name or number
Group Name trunk group name Trunk group name or number
Number of Trunks trunks in group Number of trunks
INCOMING CALLS incoming calls carried Inbound Calls Carr
INCOMING ABAND incoming calls 
abandonedInbound Calls Aban
INCOMING TIME avg holding time, 
incoming callsInbound Avg Trk 
Holding Time
INCOMING CCS total holding time in CCS, 
incoming callsInbound Total CCS
OUTGOING CALLS outgoing calls carried Outbound Calls Carr
OUTGOING COMP outgoing calls answered Outbound Far End 
Comp
OUTGOING TIME avg holding time, 
outgoing callsOutbound Avg Trk 
Holding Time
OUTGOING CCS total holding time in CCS, 
outgoing callsOutbound Total CCS
% ALL BUSY % time all trunks in tk gp 
busy% Time All Trunks 
Busy
% TIME MAINT % time trunks busied out 
for maint% Time Maint Busy 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS/CentreVu CMS Report Heading Comparison 
A-10 Summary of Differences 
A
Table A-7. BCMS VDN Summary / CentreVu CMS VDN Report
BCMS Column Description CMS Column(s) CMS Notes
VDN Ext VDN extension VDN name or number
VDN Name VDN name or extension VDN name or number
CALLS OFFERED calls that used the VDN Calls Offered
ACD  CALLS ACD/DA calls answered by 
agent; for “queue to main” 
and “check backup” onlyCalls Ans includes calls from 
“queue to main”, “check 
backup”, “route to” 
split/skill, “messaging 
split/skill” and “adjunct 
routing”
AVG  SPEED ANS avg speed ans for ACD/DA 
callsAvg Speed Ans
ABAND  CALLS calls abandoned from VDN 
from “queue to main” and 
“check backup” onlyCalls Aban includes calls from 
“queue to main”, “check 
backup”, “route to” 
split/skill, “messaging 
split/skill” and “adjunct 
routing”
AVG ABAND TIME avg time in VDN before 
abandonAvg Aban Time
AVG TALK/HOLD avg talk time on ACD/DA 
calls, including time on 
holdAvg Talk Time excludes time on hold
CONN CALLS calls routed to station, 
attendant, annc, call 
pickup, or messaging split, 
and answered thereOther Calls 
Connect
FLOW OUT calls that execute “route 
to”, “messaging split” or 
“adjunct routing” 
successfullyVDN Flow Out calls that route to 
external or VDN only
CALLS 
BUSY/DISCcalls forced busy or 
disconnectedCalls Forced Busy, 
Calls Forced Disc
% IN SERV LEVL % ACD and connect calls 
answered within service 
level% Within Service 
Levelon VDN Status rept 
						

							References 
B-1 Basic DEFINITY ECS documents 
B
DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
B
References
This chapter contains a list of user documents for the DEFINITY Enterprise 
Communications Server (ECS) Release 7. (Most of these documents are 
backward compatible with, and can be used with, the DEFINITY ECS Release 6 
systems.)
To order these or other DEFINITY documents, contact the Lucent Technologies 
Publications Center at the address and phone number on the back of the title 
page of this document. A complete catalog of Business Communications Systems 
(BCS) documents, including previous issues of the documents listed here, is 
available on the World Wide Web. Ask your account team for the web address.
Basic DEFINITY ECS documents
These documents are issued for all new and upgrade DEFINITY ECS Release 7 
systems.
Administration
The primary audience for these documents consists of customer administrators.
DEFINITY ECS Release 7 — Overview, 555-230-024, Issue 7
Provides a brief description of the features available with DEFINITY ECS R7. This 
book does not provide a general overview of the switch nor of basic telephony. 
This book is available in the following languages: English, German (DE), Dutch 
(NL), Brazilian Portuguese (PTB), European French (FR), Latin Spanish (SPL), 
Italian (IT), Russian (RU), and Japanese (JA). To order, append the language 
suffix to the document number; for example, 555-230-024DE for German. No 
suffix is needed for the English version. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
References 
B-2 Basic DEFINITY ECS documents 
B
DEFINITY ECS Release 7 — Administrator’s Guide, 555-233-502, Issue 1
A task-based document that provides step-by-step procedures for administering 
the switch. This book contains information previously found in DEFINITY ECS 
Administration and Feature Description, 555-230-522, as well as new information 
for this release and procedural sections added in Release 7.
DEFINITY ECS Release 7.1 — Change Description, 555-230-405, Issue 1
Provides a high-level overview of what is new in DEFINITY ECS R7.1. Describes 
the hardware and software enhancements and lists the problem corrections for 
this release. It also includes any last-minute changes that come in after the 
remaining books have gone to production.
DEFINITY ECS Release 7 — System Description Pocket Reference, 
555-230-211, Issue 4
Provides hardware descriptions, system parameters, listing of hardware required 
to use features, system configurations, and environmental requirements.
DEFINITY System’s Little Instruction Book for basic administration, 
555-230-727, Issue 5
Provides step-by-step procedures for performing basic switch administration 
tasks. Includes managing phones, managing features, routing outgoing calls, and 
enhancing system security.
DEFINITY System’s Little Instruction Book for advanced administration, 
555-233-712, Issue 2
Provides step-by-step procedures for managing trunks, managing hunt groups, 
setting up night service, writing vectors, recording announcements, using reports, 
and understanding call centers.
DEFINITY System’s Little Instruction Book for basic diagnostics, 
555-230-713, Issue 2
Provides step-by-step procedures for baselining your system, solving common 
problems, reading alarms and errors, using features to troubleshoot your system, 
and contacting Lucent.
DEFINITY ECS Release 7 — Reports, 555-230-511, Issue 5
Provides detailed descriptions of the measurement, status, security, and recent 
change history reports available in the system and is intended for administrators 
who validate traffic reports and evaluation system performance. Includes 
corrective actions for potential problems. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
References 
B-3 Basic DEFINITY ECS documents 
B
BCS Products Security Handbook, 555-025-600, Issue 6
Provides information about the risks of telecommunications fraud and measures 
for addressing those risks and preventing unauthorized use of BCS products. This 
document is intended for telecommunications managers, console operators, and 
security organizations within companies.
DEFINITY ECS Release 7 — System 75 and System 85 Terminals and 
Adjuncts Reference, 555-015-201, Issue 10
Provides drawings and full descriptions for all phones, phone adjuncts, and data 
terminals that can be used with System 75, System 85, DEFINITY 
Communications System, and DEFINITY ECS. This document is intended for 
customers and Lucent Technologies account teams for selecting the correct 
equipment.
Guide Builder™ Software for DEFINITY® Telephones, 555-230-755
Provides the ability to produce laser-printed documentation for specific 
telephones. A comprehensive user’s guide and on-line help support the software. 
This information applies to Release 7 as well as earlier DEFINITY systems. All 
customers receive this software.
Installation and maintenance
DEFINITY ECS Release 7 — Administration for Network Connectivity, 
555-233-501, Issue 1
Describes the main types of switch-to-switch connections that use OverLAN 
hardware and software, and the procedures required to administer these 
connections.
DEFINITY ECS Release 7 — Installation and Test for Single-Carrier Cabinets, 
555-230-894, Issue 4
Provides procedures and information for hardware installation and initial testing of 
single-carrier cabinets. This book is available in the following languages: English, 
German (DE), Dutch (NL), Brazilian Portuguese (PTB), European French (FR), 
Latin Spanish (SPL), Italian (IT), Russian (RU), and Japanese (JA). To order, 
append the language suffix to the document number; for example, 
555-230-894DE for German. No suffix is needed for the English version.
DEFINITY ECS Release 7 — Installation and Test for Multi-Carrier Cabinets, 
555-230-112, Issue 6
Provides procedures and information for hardware installation and initial testing of 
multi-carrier cabinets. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
References 
B-4 Basic DEFINITY ECS documents 
B
DEFINITY ECS Release 7 — Installation for Adjuncts and Peripherals, 
555-230-125, Issue 5
Provides procedures and information for hardware installation and initial testing of 
ECS adjunct and peripheral systems and equipment.
DEFINITY ECS Release 7 — Installation, Upgrades and Additions for 
Compact Modular Cabinets, 555-230-128, Issue 4
Provides procedures and information for hardware installation and initial testing of 
compact modular cabinets.
DEFINITY ECS Release 7 — ATM Installation, Upgrades, and Administration, 
555-233-106, Issue 1
Provides step-by-step instructions for how to install, upgrade, and administer ATM 
switches.
DEFINITY ECS Release 7 — Installation and Maintenance for Survivable 
Remote EPN, 555-233-102, Issue 2
Describes how to install, cable, test, and perform maintenance on a Survivable 
Remote Expansion Port Network (SREPN). Provides power, ground, and fiber 
connections.
DEFINITY ECS Release 7 — Upgrades and Additions for R7r, 555-230-121, 
Issue 5
Provides procedures for an installation technician to upgrade an existing 
DEFINITY Communications System or DEFINITY ECS to DEFINITY ECS 
Release 7.
Includes upgrade considerations, lists of required hardware, and step-by-step 
upgrade procedures. Also includes procedures to add control carriers, switch 
node carriers, port carriers, circuit packs, auxiliary cabinets, and other equipment.
DEFINITY ECS Release 7 — Upgrades and Additions for R7si, 555-233-104, 
Issue 1
Provides procedures for an installation technician to upgrade an existing 
DEFINITY Communications System or DEFINITY ECS to DEFINITY ECS 
Release 7. 
Includes upgrade considerations, lists of required hardware, and step-by-step 
upgrade procedures. Also includes procedures to add control carriers, switch 
node carriers, port carriers, circuit packs, auxiliary cabinets, and other equipment. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
References 
B-5 Basic DEFINITY ECS documents 
B
DEFINITY ECS Release 7 — Maintenance for R7r, 555-230-126, Issue 4
Provides detailed descriptions of the procedures for monitoring, testing, 
troubleshooting, and maintaining the R7r ECS. Included are maintenance 
architecture, craft commands, step-by-step trouble-clearing procedures, the 
procedures for using all tests, and explanations of the system’s error codes.
DEFINITY ECS Release 7 — Maintenance for R7si, 555-233-105, Issue 1
Provides detailed descriptions of the procedures for monitoring, testing, 
troubleshooting, and maintaining the R7si ECS. Included are maintenance 
architecture, craft commands, step-by-step trouble-clearing procedures, the 
procedures for using all tests, and explanations of the system’s error codes.
DEFINITY ECS Release 7 — Maintenance for R7csi, 555-230-129, Issue 4
Provides detailed descriptions of the procedures for monitoring, testing, 
troubleshooting, and maintaining the R7csi (Compact Modular Cabinet) ECS. 
Included are maintenance architecture, craft commands, step-by-step 
trouble-clearing procedures, the procedures for using all tests, and explanations 
of the system’s error codes.
Call center documents
These documents are issued for DEFINITY ECS Call Center applications. The 
intended audience is DEFINITY ECS administrators.
DEFINITY
DEFINITY ECS Release 7 — Guide to ACD Call Centers, 555-233-503, Issue 1
This module contains information about the call center-specific features of the 
DEFINITY ECS. This information was previously contained in DEFINITY ECS 
Administration and Feature Description. 
DEFINITY ECS Release 7 — Call Vectoring/EAS Guide, 555-230-521, Issue 2
Provides information on how to write, use, and troubleshoot vectors, which are 
command sequences that process telephone calls in an Automatic Call 
Distribution (ACD) environment.
It is provided in two parts: tutorial and reference. The tutorial provides 
step-by-step procedures for writing and implementing basic vectors. The 
reference includes detailed descriptions of the call vectoring features, vector 
management, vector administration, adjunct routing, troubleshooting, and 
interactions with management information systems (including the Call 
Management System). 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
References 
B-6 Basic DEFINITY ECS documents 
B
DEFINITY ECS Release 7 — Basic Call Management System (BCMS) 
Operations, 555-230-706, Issue 1
Provides detailed instructions on how to generate reports and manage the 
system. It is intended for telecommunications managers who wish to use Basic 
Call Management System (BCMS) reports and for system managers responsible 
for maintaining the system. This documentation applies to Release 7 as well as 
earlier DEFINITY systems.
CentreVu CMS
The following documents provide information about administration and use of the 
CentreVu Call Management System.
CentreVu Call Management System Release 3 Version 6— Administration, 
Issue 1, 585-215-850
CentreVu Supervisor Version 6 — Reports, 585-215-851, Issue 1
CentreVu Call Management System Release 3 Version 5 — Custom Reports, 
585-215-822, Issue 1
CentreVu Call Management System Release 3 Version 6 — Upgrades and 
Migrations, 585-215-856, Issue 1
CentreVu Call Management System Release 3 Version 6 — External Call 
History Interface, 585-215-854, Issue 1
CentreVu Call Management System Release 3 Version 5 — Forecast, 
585-215-825, Issue 1
CentreVu CMS R3V6 — Planning, Configuration, and Implementation, 
585-215-879, Issue 1