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
Glossary and Abbreviations 
GL-7  
work state
An ACD agent may be a member of up to three different splits. Each ACD agent continuously 
exhibits a work state for every split of which it is a member. Valid work states are Avail, Unstaffed, 
AUX-Work, ACW, ACD (answering an ACD call), ExtIn, ExtOut, and OtherSpl. An agent’s work 
state for a particular split may change for a variety of reasons (example: when a call is answered or 
abandoned, or the agent changes work modes). The BCMS feature monitors work states and uses 
this information to provide BCMS reports. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Glossary and Abbreviations 
GL-8   
						

							Index 
IN-1  
DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706   Issue 2
June 1999
IN
Index
A
ac c ep table service level
ad ministration of
,1-5d efinition,1-4ACD
d efinition of p arameters
,1-8d etermine how it is functioning,6-2eng ineering  of
interp olation method
,6-5
using  BCMS reports,6-5
example ap p lication
c lassified ad s d ep artment,6-8
insurance ag enc y,6-35
reservations d ep artment,6-8
split management,6-9
manag ing  op erations with BCMS,1-1monitoring  the operations of an app lic ation,1-1
op timization of,6-5overall d esig n criteria,6-2p lanned  future g rowth,6-5
p lanning,6-1when exc essive time in answering  calls,6-3ACD feature,6-1
ACD planning
ag ent eng ineering/op timizing  g uid elines,6-6p lanning /eng ineering  objectives,6-1
ACD trunk eng ineering
tab le,6-36Agent Rep ort
example screen
,4-18Agent Summary Rep ort
example screen,4-22
example summary,4-23ag ents
c hang ing  their sched ule,6-4
d etermine how time utilized,6-4determining required number,6-7
d etermining  when to add  more to a split,6-3evaluating  time spent answering  ExtnCalls,6-3evaluating  when more training  need ed,6-4
measured  b y Login IDs,1-2measured  b y p hysic al extension,1-2p lac ing  in multip le sp lits,6-4
when to ad d  more,6-5averag e amount of time
for incoming calls,6-4
for outg oing  c alls,6-4averag e leng th of time
b efore a c all ab and ons the q ueue,6-2
taken b efore the ACD calls are answered,6-2the ag ents spend in ACW mod e,6-2the ag ents spend talking,6-2
averag e servic e time 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706    Issue 2
June 1999
Index 
IN-2  
tab le,6-12, 6-14, 6-16, 6-18, 6-20, 6-22, 6-24, 6-26, 6-28, 6-30, 6-32
AVG ABAND TIME field,6-5A VG  TA L K  TI M E f i e l d,6-4, 6-7
B
BCMS
capacities,1-6changing password,2-5
c ollec tion of d ata,4-1c omp are rep ort head ing s with CMS,A-1d ata loss d uring software up grad es,1-3
description of,1-1feature,1-2interactions with external CMS,1-8
interactions with VuStats feature,1-8login,2-2password,2-2
c hanging,2-5
rep orts,1-2
how to ac cess,2-1
list of primary d ifferenc es from CMS rep orts,A-1
storag e of d ata,1-3terminal config urations for log g ing  in,2-2
type of rep orts
list,1-2
monitor rep orts,1-2
BCMS Agent Rep ort
ACD p lanning
,6-4example screen,4-18purpose,4-17, 6-4
tab le of d ifferenc es with CMS Rep orts,A-7BCMS Agent Summary Rep ort
example screen,4-22, 4-23
purpose,4-22BCMS c ommand s
tab le of,4-2
BCMS Log in IDs,4-2BCMS Split or Skill Rep ort,6-7ACD p lanning,6-5
example screen,4-28purpose,6-5
BCMS Split or Skill Status Rep ort,4-3ACD Planning,6-3example screen,4-4
purpose,4-3, 6-3BCMS Split or Skill Summary Rep ort,4-35example screen,4-36
BCMS Split Rep ort
purpose,4-27BCMS Sp lit Summary Rep ort
purpose
,4-35BCMS System Status Report,4-8ACD p lanning,6-2
description,6-2example screen,4-9purpose,4-3, 4-8, 6-2 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706    Issue 2
June 1999
Index 
IN-3  
tab le of d ifferenc es with CMS Rep orts,A-5
BCMS Trunk Group  Report,4-42ACD p lanning,6-4example screen,4-43
purpose,6-4BCMs Trunk Group Report
purpose,4-42
BCMS Trunk Group  Summary Report
example screen,4-48purpose,4-47
BCMS VDN Rep ort,4-53ACD p lanning,6-5example screen,4-53
purpose,4-52, 6-5BCMS VDN Status Rep ort,4-12ACD p lanning,6-3
example screen,4-12purpose,4-3, 6-3tab le of d ifferenc es with CMS Rep orts,A-6
BCMS VDN Summary Rep ort
example screen,4-58, 4-59
C
call hand ling
evaluation of,6-5capacities
BCMS
,1-6CCS traffic  load,6-4chang e command,5-9
Chang e Report-Sc hed uler
example screen,5-9Chang e Report-Sc hed uler sc reen
field descriptions
,5-9commands
tab le of,4-2
Comments,xicomp aring  ag ents’ p erformanc es,1-1conventions used  in this d ocument,x
Customer Op tions form,1-5
D
dial-up access
c onstraints,2-1d isp laying  real-time status rep orts,3-1
Doc uments,xi
E
EAS f e at u r e,1-2
error messag es,3-2evaluating  a VDN or vector,6-3 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706    Issue 2
June 1999
Index 
IN-4  
excessive ACD talk time,6-3
exp ert ag ent selection feature,1-2external CMS
interactions with BCMS,1-8
F
Feature-Related  System Parameters sc reen,5-2form
Customer Op tions
,1-5Hunt Group,1-5System-Parameters Customer Op tions,5-1
VD N,1-5
H
historical rep orts
d efinition
,4-16hunt g roup
c ollec tion of d ata,4-1
Hunt Group  form,1-5
I
interp olation eq uation,6-6
L
length of time that the old est call has been q ueued,6-2list c ommand s
purpose
,3-3listing
scheduled reports,5-7
logging in,2-1, 2-2from remote terminal,2-3
step s
from loc al terminal,2-2
log g ing  off,2-1step s,2-4
M
monitor c ommand
purpose,3-1Monitor Sp lit Status Rep ort.,6-2
monitoring
the c alling  volume for eac h sp lit,1-1the work load  of eac h ag ent,1-1
trunk g roup usag e,1-1 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706    Issue 2
June 1999
Index 
IN-5  
VDNs,1-1
N
numb er of ag ents availab le to rec eive ACD c alls,6-2numb er of c alls
that have ab and oned
,6-2that have b een answered,6-2waiting  in the q ueue,6-2
numb er of inc oming  and  outg oing  c alls,6-4numb er of inc oming  calls that ab and oned,6-4
O
Ord ering Doc uments,xi
P
Password Chang e sc reen,2-5
p assword for BCMS
changing,2-5PC req uirements
for collecting rep ort data
,1-3p eak traffic,6-4p erc ent of time that all trunks within this g roup  are b usy,6-4
p erc ent within servic e level
c alc ulation for hunt g roup s,1-4c alc ulation for VDNs,1-4
how calculated,1-4p erc entag e of c alls answered  with in servic e level,6-2performance,1-8
p rint intervals,5-4, 5-5printer
hardware ad ministration,5-2
p rob lem indic ators c onc erning  sp lits,6-2
R
real-time status rep orts
description,3-1Rel a te d  D oc u me nt s,xi
remove c ommand,5-10Remove Rep ort Scheduler Command
example screen,5-10
Remove Rep ort Scheduler Command  screen,5-10field descriptions,5-11Rep ort Sc hed uler feature,ix, 5-3
ad d ing  a rep ort,5-4change command,5-9enab ling,5-1
field descriptions,5-5 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706    Issue 2
June 1999
Index 
IN-6  
p rint intervals,5-4
purpose,5-3remove c ommand,5-10what it prints,5-1
Rep ort Sc hed uler form
typic al examp le,5-7Rep ort Sc hed uler sc reen
field descriptions
,5-8rep orts
adding to Report Scheduler,5-4
BCMS,1-2BCMS Ag ent Report,4-17ACD p lanning,6-4
BCMS Ag ent Summary Report,4-22BCMS Sp lit or Skill Rep ort,4-27
ACD p lanning,6-5
B C M S Sp l it  or  Ski l l St at u s Re p or t,4-3
ACD p lanning,6-3
B C M S Sp l it  or  Ski l l Su mma r y Re p or t,4-35
B C M S Sy st e m Sta t us  Rep o r t,4-8ACD p lanning,6-2
BCMS Trunk Group Report,4-42ACD p lanning,6-4
BCMS Trunk Group  Summary Rep ort,4-47BCMS VDN Rep ort,4-52ACD p lanning,6-5
BCMS VDN Status Report,4-12ACD p lanning,6-3
BCMS VDN Summary Rep ort,4-58c hang ing  sc hed ule,5-9
C MS VD N  St at u s Re p or t,4-12d isp laying  list of scheduled  rep orts,5-7d isp laying  real-time status rep orts,3-1
listing  sc hed uled,5-7maximum numb er for p rinting,5-3maximum p er nig ht,6-2
on ag ents,1-2on sp lits,1-2on trunk g roup s,1-2
on VDNs,1-2removing  from Report Sc hed uler,5-10sp ec ifying  day and time to p rint,5-3
step s for printing using Rep ort Sched uler feature,5-6type of
list rep orts
,1-2
monitor rep orts,1-2
when scheduled  rep orts c an’t b e p rinted,5-1
S
scheduled reports
time and  date,5-6servic e level
ac cep tab le
,1-4p ercent within,1-4setting  the field,1-4
Split or Skill Rep ort 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706    Issue 2
June 1999
Index 
IN-7  
example screen,4-28
Split or Skill Status Rep ort,4-3example screen,4-4purpose,4-3
Split or Skill Summary Rep ort,4-35example screen,4-36sp lits
backup
when to ad d more
,6-5
id entifying  busy times,6-5staffed  ag ents
d etermining  if enough for inc oming  c alls,6-3
system p rinter,5-1ad ministering  hard ware p arameters,5-2assump tions ab out op eration,5-3
d ata link
maintenance,5-3
op eration,5-3
op erational states,5-3
minor alarm,5-3op eration different from CDR and  journal p rinter,5-3
paper jams,5-3p arameters,5-1refill pap er b in,5-3
warning  alarm,5-3System Printer Hard ware Ad ministration
example screen,5-2
example screen for G3i,5-2System Status Report,4-8example screen,4-9
System-Parameters Customer-Options form,5-1form
System-Parameters Customer-Op tions,1-5
T
terminal typ es
for accessing BCMS
,2-1Trunk Group  Report,4-42example screen,4-43
trunks
determining the number required,6-34
g uid elines for eng ineering,6-34range of typ ical numb er,6-34ratio to numb er of ag ents,6-34
when to ad d  more,6-5
V
VDN form,1-5
VDN Rep ort,4-53example screen,4-53VDN Status Rep ort,4-12
example screen,4-12purpose,4-12 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706    Issue 2
June 1999
Index 
IN-8  
VDN Summary Rep ort
example screen
,4-58, 4-59vec tors
evaluation of p erformanc e,6-5
VuStats feature,1-2description of,1-8