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
References 
B-7 Basic DEFINITY ECS documents 
B
Application-specific documents
These documents support specific DEFINITY documents.
ASAI
DEFINITY Communications System G3 — CallVisor ASAI Planning Guide, 
555-230-222, Issue 4
Provides procedures and directions for the account team and customer personnel 
for effectively planning and implementing the CallVisor Adjunct/Switch Application 
Interface (ASAI) PBX-Host environment. The CallVisor ASAI is a communications 
interface that allows adjunct processors to access switch features and to control 
switch calls. It is implemented using an Integrated Services Digital Network 
(ISDN) Basic Rate Interface (BRI). Hardware and software requirements are 
included.
DEFINITY ECS Release 6 — CallVisor ASAI Protocol Reference, 
555-230-221, Issue 7
Provides detailed layer 3 protocol information regarding the CallVisor 
Adjunct/Switch Application Interface (ASAI) for the systems and is intended for 
the library or driver programmer of an adjunct processor to create the library of 
commands used by the applications programmers. Describes the ISDN message, 
facility information elements, and information elements.
DEFINITY ECS Release 6 — CallVisor ASAI Technical Reference, 
555-230-220, Issue 7
Provides detailed information regarding the CallVisor Adjunct/Switch Application 
Interface (ASAI) for the systems and is intended for the application designer 
responsible for building and/or programming custom applications and features.
DEFINITY ECS — CallVisor ASAI DEFINITY LAN Gateway over MAP-D 
Installation, Administration, and Maintenance of, 555-230-113, Issue 2
Provides procedures for installation, administration, and maintenance of the 
CallVisor Adjunct/Switch Application Interface (ASAI) Ethernet application over 
the DEFINITY LAN Gateway and is intended for system administrators, 
telecommunications managers, Management Information System (MIS) 
managers, LAN managers, and Lucent personnel. The ASAI-Ethernet application 
provides ASAI functionality using 10Base-T Ethernet rather than BRI as a 
transport media. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
References 
B-8 Basic DEFINITY ECS documents 
B
DEFINITY ECS — CallVisor ASAI PC LAN over MAP-D Installation, 
Administration, and Maintenance of, 555-230-114, Issue 1
Provides procedures for installation, administration, and maintenance of the 
CallVisor Adjunct/Switch Application Interface (ASAI) Ethernet application over 
the PC LAN and is intended for system administrators, telecommunications 
managers, Management Information System (MIS) managers, LAN managers, 
and Lucent personnel. The ASAI-Ethernet application provides ASAI functionality 
using 10Base-T Ethernet rather than BRI as a transport media.
DEFINITY ECS Release 6 — CallVisor ASAI Overview, 555-230-225, Issue 2
Provides a general description of Call Visor ASAI.
This document is available in the following languages: English, German (DE), 
Dutch (NL), Brazilian Portuguese (PTB), European French (FR), Colombian 
Spanish (SPL), 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 6 — CallVisor PC ASAI Installation and Reference, 
555-230-227, Issue 3
Provides procedural and reference information for installers, Tier 3 support 
personnel, and application designers.
ACD
DEFINITY Communications Systems G3 — Automatic Call Distribution 
(ACD) Agent Instructions, 555-230-722, Issue 5
Provides information for use by agents after they have completed ACD training. 
Includes descriptions of ACD features and the procedures for using them.
DEFINITY Communications Systems G3 — Automatic Call Distribution 
(ACD) Supervisor Instructions, 555-230-724, Issue 4
Provides information for use by supervisors after they have completed ACD 
training. Includes descriptions of ACD features and the procedures for using 
them.
Console operations
The primary audience for these documents consists of attendant console users.
DEFINITY ECS Console Operations, 555-230-700, Issue 4
Provides operating instructions for the attendant console. Included are 
descriptions of the console control keys and functions, call-handling procedures, 
basic system troubleshooting information, and routine maintenance procedures. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
References 
B-9 Basic DEFINITY ECS documents 
B
DEFINITY ECS Release 7 — Console Operations Quick Reference, 
555-230-890, Issue 3
Provides operating instructions for the attendant console.Included are 
descriptions of the console control keys and functions, call-handling procedures, 
basic system troubleshooting information, and routine maintenance procedures. 
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, 555-230-890DE for German. No 
suffix is needed for the English version.
Hospitality
The primary audience for these documents consists of hotel and health care 
administrators, and telephone operators at these locations.
DEFINITY ECS Release 7 — Hospitality Operations, 555-230-723, Issue 5
Provides step-by-step procedures for using the features available for the lodging 
and health industries to improve their property management and to provide 
assistance to their employees and clients. Includes detailed descriptions of 
reports.
Non-U.S. audiences
DEFINITY ECS Release 7 — Application Notes for Type Approval
Describes specific hardware and administration required to operate the DEFINITY 
ECS in countries outside the United States. Available on the DEFINITY ECS 
Release 7 Library CD only.  
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
References 
B-10 Basic DEFINITY ECS documents 
B 
						

							Glossary and Abbreviations 
GL-1  
DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
GL
Glossary and Abbreviations
A
abandoned call
An incoming call in which the caller hangs up before the call is answered.
ACD
See Automatic Call Distribution (ACD)
.
ACD agent
See agent
.
ACW
See after-call work (ACW) mode
.
access code
A 1-, 2-, or 3-digit dial code used to activate or cancel a feature, or access an outgoing trunk.
ACD
See Automatic Call Distribution (ACD). ACD also refers to a work state in which an agent is on an 
ACD call.
ACD work mode
See work mode
.
active-notification call
A call for which event reports are sent over an active-notification association (communication 
channel) to the adjunct. Sometimes referred to as a monitored call.
active notification domain
VDN or ACD split extension for which event notification has been requested.
adjunct-controlled split
An ACD split that is administered to be under adjunct control. Agents logged into such splits must 
do all telephony work, ACD login/ logout, and changes of work mode through the adjunct (except for 
auto-available adjunct-controlled splits, whose agents may not log in/out or change work mode).
after-call work (ACW) mode
A mode in which agents are unavailable to receive ACD calls. Agents enter the ACW mode to 
perform ACD-related activities such as filling out a form after an ACD call. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Glossary and Abbreviations 
GL-2  
agent
A person who receives calls directed to a split. A member of an ACD hunt group or ACD split. Also 
called an ACD agent.
agent report
A report that provides historical traffic information for internally measured agents.
Auto-In Work mode
One of four agent work modes: the mode in which an agent is ready to process another call as soon 
as the current call is completed.
Automatic Call Distribution (ACD)
A feature that answers calls, and then, depending on administered instructions, delivers messages 
appropriate for the caller and routes the call to an agent when one becomes available.
Automatic Call Distribution (ACD) split
A method of routing calls of a similar type among agents in a call center. Also, a group of extensions 
that are staffed by agents trained to handle a certain type of incoming call.
AUX-Work mode
A work mode in which agents are unavailable to receive ACD calls. Agents enter AUX-Work mode 
when involved in non-ACD activities such as taking a break, going to lunch, or placing an outgoing 
call.
B
BCMS
Basic Call Management System
C
Call Management System (CMS)
An application, running on an adjunct processor, that collects information from an ACD unit. CMS 
enables customers to monitor and manage telemarketing centers by generating reports on the 
status of agents, splits, trunks, trunk groups, vectors, and VDNs, and enables customers to partially 
administer the ACD feature for a communications system.
call vector
A set of up to 32 vector commands to be performed for an incoming or internal call.
call work code
A number, up to 16 digits, entered by ACD agents to record the occurrence of customer-defined 
events (such as account codes, social security numbers, or phone numbers) on ACD calls.
CCS or hundred call seconds
A unit of call traffic. Call traffic for a facility is scanned every 100 seconds. If the facility is busy, it is 
assumed to have been busy for the entire scan interval. There are 3600 seconds per hour. The 
Roman numeral for 100 is the capital letter C. The abbreviation for call seconds is CS. Therefore, 
100 call seconds is abbreviated CCS. If a facility is busy for an entire hour, then it is said to have 
been busy for 36 CCS. See also Erlang
. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Glossary and Abbreviations 
GL-3  
CMS
Call Management System
CWC
See call work code
.
D
DIVA
Data In/Voice Answer
DNIS
Dialed-Number Identification Service
direct agent calling
An Expert Agent Selection (EAS) capability that makes it possible for a caller to reach the same 
agent every time and still include the call in the managment tracking of the call center. This is ideal 
for claims processing where a client need to speak with the agent handling the claim. This felxibility 
ensures a high level of customer service without reducing management control.
domain
VDNs, ACD splits, and stations. The VDN domain is used for active-notification associations. The 
ACD-split domain is for active-notification associations and domain-control associations. The 
station domain is used for the domain-control associations.
E
Erlang
A unit of traffic intensity, or load, used to express the amount of traffic needed to keep one facility 
busy for one hour. One Erlang is equal to 36 CCS. See also CCS or hundred call seconds
.
extension-in
Extension-In (ExtIn) is the work state agents go into when they answer (receive) a non-ACD call. If 
the agent is in Manual-In or Auto-In and receives an extension-in call, it is recorded by CMS as an 
AUX-In call.
extension-out
The work state that agents go into when they place (originate) a non-ACD call.
external measurements
Those ACD measurements that are made by the External CMS adjunct.
I
ICM
Inbound Call Management 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Glossary and Abbreviations 
GL-4  
internal measurements
BCMS measurements that are made by the system. ACD measurements that are made external to 
the system (via External CMS) are referred to as external measurements.
INADS
Initialization and Administraiton System
L
LDN
Listed directory number
M
Manual-In work mode
One of four agent work modes: the mode in which an agent is ready to process another call 
manually. 
See Auto-In Work mode for a contrast.
MMCH
Multimedia call handling
O
OCM
Outbound Call Management
offered load
The traffic that would be generated by all the requests for service occurring within a monitored 
interval, usually one hour.
OQT
Oldest queued time
othersplit
The work state that indicates that an agent is currently active on another split’s call, or in ACW for 
another split.
P
POE
Processor occupancy evaluation 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Glossary and Abbreviations 
GL-5  
Q
queue
An ordered sequence of calls waiting to be processed.
queuing
The process of holding calls in order of their arrival to await connection to an attendant, to an 
answering group, or to an idle trunk. Calls are automatically connected in first-in, first-out sequence.
R
Redirection on No Answer
An optional feature that redirects an unanswered ringing ACD call after an administered number of 
rings. The call is then redirected back to the agent.
report scheduler
Software that is used in conjunction with the system printer to schedule the days of the week and 
time of day that the desired reports are to be printed.
S
SAT
System access terminal
split 
A group of ACD agents.
split condition
A condition whereby a caller is temporarily separated from a connection with an attendant. A split 
condition automatically occurs when the attendant, active on a call, presses the start button.
split number
The split’s identity to the switch and BCMS.
split report
A report that provides historical traffic information for internally measured splits.
split (agent) status report
A report that provides real-time status and measurement data for internally measured agents and 
the split to which they are assigned.
staffed
Indicates that an agent position is logged in. A staffed agent functions in one of four work modes: 
Auto-In, Manual-In, ACW, or AUX-Work.
stroke counts
A method used by ACD agents to record up to nine customer-defined events per call when CMS is 
active. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Glossary and Abbreviations 
GL-6  
system administrator
The person who maintains overall customer responsibility for system administration. Generally, all 
administration functions are performed from the Management Terminal. The switch requires a 
special login, referred to as the system administrator login, to gain access to system-administration 
capabilities.
system printer
An optional printer that may be used to print scheduled reports via the report scheduler.
system report
A report that provides historical traffic information for internally measured splits.
system-status report
A report that provides real-time status information for internally measured splits.
system manager
A person responsible for specifying and administering features and services for a system.
U
UCD
Uniform call distribution
V
VDN
See vector directory number (VDN)
.
vector directory number (VDN)
An extension that provides access to the Vectoring feature on the switch. Vectoring allows a 
customer to specify the treatment of incoming calls based on the dialed number.
vector-controlled split
A hunt group or ACD split administered with the vector field enabled. Access to such a split is 
possible only by dialing a VDN extension.
W
work mode
One of four states (Auto-In, Manual-In, ACW, AUX-Work) that an ACD agent can be in. Upon 
logging in, an agent enters AUX-Work mode. To become available to receive ACD calls, the agent 
enters Auto-In or Manual-In mode. To do work associated with a completed ACD call, an agent 
enters ACW mode.