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
Generating BCMS Reports 
3-15 Displaying, Printing, and Scheduling Historical Reports 
3
VDN Report 
(hourly/half-hourly)list bcms vdn ##### time 
xx:xx xx:xx schedule## is an administered VDN 
extension measured by BCMS.
The first xx:xx is the start time. 
The second xx:xx is the stop time. 
Both are in military time.
VDN Report (daily) list bcms vdn ##### day 
xx/xx xx/xx schedule## is an administered VDN 
extension measured by BCMS.
The first xx/xx is the start day. The 
second xx/xx is the stop day.
VDN Summary Report 
(hourly/half-hourly)list bcms summary vdn 
##### time xx:xx xx:xx 
schedule## is an administered VDN 
extension or range of extensions 
measured by BCMS.
The first xx:xx is the start time. 
The second xx:xx is the stop time. 
Both are in military time.
VDN Summary Report 
(daily)list bcms summary vdn 
##### day xx/xx xx/xx 
schedule## is an administered VDN 
extension or range of extensions 
measured by BCMS.
The first xx/xx is the start day. The 
second xx/xx is the stop day.
Table 3-5. Commands for Scheduling Historical Reports  — Continued
To Print the Type Where
Continued on next page 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Generating BCMS Reports 
3-16 Displaying, Printing, and Scheduling Historical Reports 
3 
						

							BCMS Report Reference 
4-1 Overview 
4
DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
4
BCMS Report Reference
Overview
Table 4-1 is a quick reference to the commands that you can use to display, print, 
and schedule BCMS reports. See Chapter 3, ‘‘Generating BCMS Reports’’
 for 
more detailed instructions for displaying, printing, and scheduling reports.
The remainder of this chapter describes each report in detail, providing a brief 
description of each report, sample reports, and a description of the information 
contained in each report.
NOTE:
Most BCMS measurement data is collected at the end of a call, whereas 
hunt group measurements count calls as soon as they begin. Therefore, 
calls spanning across a time interval boundary will be counted differently by 
the two. If comparing the measurements from BCMS with those from the 
hunt groups, there may be slight differences. However, both hunt group and 
BCMS measurements should indicate the same trends. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-2 Overview 
4
.
Table 4-1.  BCMS Administration Commands
 BCMS Administration Commands1
1. Items depicted within brackets, such as [print], are optional.
Action Object Qualifiers
monitor bcms split split number [print]
bcms system [split number]
2 [print]
2. Whenever the command line qualifier [schedule] is initially executed, the system defaults the 
report for immediate printing (unless a day/time of day is scheduled) and generates a Job Id. 
The Job Id is required by the Report Scheduler feature for updating and deleting the 
schedule of reports.
bcms vdn extension2 [print]
list bcms agent  ext.|loginID
3 [time] [staffed] [start time] [stop time] [print|schedule]2 
3.If “BCMS/VuStats Login IDs” is enabled on the System-Parameters Customer-Options form, 
then you must enter an agent’s login ID or a range of login IDs in place of the physical 
extension or range of extensions. (VuStats is not supported with DEFINITY BCS and 
GuestWorks; however, BCMS Login IDs are supported.)
  bcms agent ext.|loginID3 [day] [staffed] [start day] [stop day] [print|schedule]
bcms summary agent ext.|loginID
2 3 [time] [staffed] [start time] [stop time] 
[print|schedule]
bcms summary agent ext.|loginID
2 3 [day] [staffed] [start day] [stop day] [print|schedule]
bcms split split number [time] [start time] [stop time] [print|schedule]
bcms split split number [day] [start day] [stop day] [print|schedule]
bcms summary split split number
2 [time] [start time] [stop time] [print|schedule]
bcms summary split  split number
2 [day] [start day] [stop day] [print|schedule]
bcms trunk group number [time] [start time] [stop time] [print|schedule]
bcms trunk group number [day] [start day] [stop day] [print|schedule]
bcms summary trunk group number
2 [time] [start time] [stop time] [print|schedule]
bcms summary trunk group number
2 [day] [start day] [stop day] [print|schedule]
bcms vdn extension [time] [start time] [stop time] [print|schedule]
bcms vdn extension [day] [start day] [stop day] [print|schedule]
bcms summary vdn extension
2 [time] [start time] [stop time] [print|schedule]
bcms summary vdn extension
2 [day] [start day] [stop day] [print|schedule] 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-3 Real-Time Reports 
4
Real-Time Reports
BCMS provides three real-time reports:
nBCMS Split Status
nBCMS System Status
nBCMS VDN Status.
The BCMS Split Status report provides the current (real-time) status and 
cumulative measurement data for those agents assigned to the split you specify. 
The BCMS System Status report provides current (real-time) status information 
for either all BCMS splits or selected splits. The BCMS VDN Status report 
provides the current (real-time) status and cumulative measurement data for 
VDNs monitored by BCMS.
BCMS Split Status Report
Command
Use the following command to generate the BCMS Split Status report:
monitor bcms split (split number) [print]
Description
The BCMS Split Status report provides the current (real-time) status and 
cumulative measurement data for those agents assigned to the split you specify. 
This report displays data accrued since the last interval boundary. For example, if 
the interval is set for hourly, and you issue the command to display the BCMS 
Split Status report at 11:10 a.m., the report displays the data accrued since 11:00 
a.m. Although this report is updated approximately every 30 seconds, you can 
immediately update the information on the screen by pressing 
UPDATE. At the 
beginning of the next interval, the report resets. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-4 Real-Time Reports 
4
Sample Report
Screen 4-1. BCMS Split Status Report Screen
*An asterisk precedes the Calls Waiting field if any of the calls are 
Direct Agent calls.
&The 
LOGIN ID column is empty if the BCMS login system 
parameter is set to 
no.
$ If name is not administered, this column is blank for the agent.
Splitis displayed as “Skill” when EAS is optioned (EAS and skills are not 
supported with DEFINITY BCS and GuestWorks).
 
monitor bcms split 30
BCMS SPLIT (AGENT) STATUS
Split: 30 Date: 12:13 pm MON MAY 15, 1995
Split Name: headquarters                    
 Calls Waiting:   5                     Acceptable Service Level: xxx
Oldest Call:  1:39                         % Within Service Level: xxx 
 
Staffed: 7 Avail: 1 ACD: 1 ACW: 2 AUX: 2 Extn Calls: 2 Other: 1
 
 ACD EXT IN EXT OUT
AGENT NAME LOGIN ID EXT STATE TIME CALLS CALLS CALLS
 Agent 1           32191 12345 Avail 12:00      0       0 0
 Agent 2           32192 12346 ACD 12:04      1       0 0
 Agent 3           32193 12347 ACW 12:12      3       0 0
 Agent 4           32194 12348 AUX 11:30      0       0 0
 Agent 5           32195 12349 Ext In 12:08      1       2 0
 Agent 6           32196 12350 Ext Out 12:10      0       0 1
 Agent 7           32197 12351 Other 11:58      0       0 0
 $                 32198 12352 INIT 00:00      0       0 0 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-5 Real-Time Reports 
4
Header Definition
Table 4-2. Split Status Report Header Definitions
Header Definition
Split The split number specified with the command line.
Split Name The administered name of the split. This name usually describes the 
purpose or service of the split (for example, sales, service, or help line). If 
no name exists, BCMS displays the split extension (for example, 
EXT 65222).
The split name is limited to a maximum of 11 characters. If you enter 
more than 11 characters, the additional characters are not printed on the 
System Printer.
Calls WaitingThe number of calls currently queued and calls ringing at an agent’s 
phone. If any of the calls in the queue are Direct Agent calls, an asterisk 
appears before the value in this field. 
Oldest Call The number of minutes and seconds that the oldest call in queue has 
been waiting to be answered. This includes calls ringing at an agent’s 
phone.
Acceptable 
Service LevelThe desired time for an agent to answer a call for a given hunt group or 
VDN. Timing for a call begins when the call enters the hunt group queue.
% Within 
Service LevelThe percentage of calls answered within the administered service level. 
This field is blank if no calls have been recorded for this time interval or if 
there is no 
Acceptable Service Level administered on the Hunt Group 
form.
NOTE:
Not available with DEFINTY BCS and Guestworks.
Staffed The number of agents currently logged into the split. Staffed equals 
available agents, agents on ACD calls and agents in ACW, AUX, and 
Other.
Avail The number of agents in this split currently available to receive an ACD 
call. In order to be counted as being available, agents must either be in 
the Auto-In (AI) or Manual-In (MI) work mode. Refer to the Glossary for a 
description of work modes. If the agent is on another split’s call or is 
performing After Call Work for another split, the agent is not considered 
available and is not recorded here. If a call is ringing at the agent’s phone 
or a call is on hold, the agent is not considered available unless Multiple 
Call Handling is active and the agent selects AI/MI with a call on hold.
Continued on next page 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-6 Real-Time Reports 
4
ACD The number of agents who are currently on an ACD call for this split. This 
value also includes Direct Agent calls and those agents who are currently 
on ACD calls that flowed in from another split.
ACW The number of agents in this split who are currently in ACW mode for this 
split. Refer to the Glossary for a description of After Call Work (ACW) 
mode. If an agent is in ACW mode for another split, the agent is included 
in the Other state count for this split. ACW includes agents who are on 
extension-in and extension-out calls while in ACW.
AUX The number of agents in this split who are currently in the AUX work 
mode for this split. If an agent is answering a call from another split or is 
in ACW work mode for another split, that agent is not considered in AUX 
work mode for this split and is not included in this number. The agent is 
included in the Other state count. AUX includes agents who are on 
extension-in and extension-out calls while in AUX, Auto-In and 
Manual-In.
Extn The number of agents in this split who are currently on non-ACD calls. 
These non-ACD calls may be either incoming (direct to the extension) or 
outgoing (direct from the extension). Those agents receiving or making 
extension calls while available, or while in the ACW or AUX work mode 
are recorded as being on extension calls.
Other The number of agents in this split who:
nAre on a call from another split
nAre in ACW work mode for another split
nHave placed a call on HOLD and made no other state selections
nHave a call ringing at their telephones
nAre dialing a number (to place a call or activate a feature)
All of the agents in the Other state are unavailable for ACD calls.
AGENT NAMEThe name of the agent. Generally, this is the agent’s first or last name. 
However, if no name is administered on the station form, this field is left 
blank. When the field is blank, the data can be identified by the extension.
LOGIN ID The BCMS login ID(s) (taken from the BCMS/VuStatus Login ID form or 
EAS Login form) for which you requested the report. This column is 
empty if BCMS logins are not optioned. (VuStats are not supported on 
DEFINITY BCS and GuestWorks: however, BCMS Login IDs are 
supported.)
EXT The 1-, 2-, 3-, 4-, or 5-digit extension number for the agent.
Table 4-2. Split Status Report Header Definitions — Continued
Header Definition
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							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-7 Real-Time Reports 
4
STATE The current work state for the agent. Possible work states are Avail, 
ACD, ACW, AUX, Extn, and Other. Unstaffed agents do not appear on 
the report. When the system time is changed, agents are in the INIT 
state. Each agent remains in the INIT state until he or she takes a call or 
pushes a work mode button.
TIME The 24-hour clock time at which the agent entered this work state.
ACD CALLS The number of ACD calls that the agent has completed since the 
beginning of the current interval. This value includes any calls that flowed 
in from other splits. (Calls in process are not counted until they are 
completed.)
EXT IN CALLS The number of non-ACD calls that the agent has received (incoming) 
since the beginning of the current interval. (Calls in process are not 
counted until they are completed.) The maximum value is 255.
If an extension-in call is active for less than the time set for the Abandon 
Call Timer, the call will not be counted in this field. The duration of such 
calls is counted as AUX/OTHER time.
EXT OUT 
CALLSThe number of non-ACD calls that the agent has made (outgoing) since 
the beginning of the current interval. (Calls in process are not counted 
until they are completed.) The maximum value is 255.
Table 4-2. Split Status Report Header Definitions — Continued
Header Definition
Continued on next page 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-8 Real-Time Reports 
4
BCMS System Status Report
Command
Use the following command to generate the BCMS System Status report:
monitor bcms system [split number] [print]
Description
The BCMS System Status report provides current (real-time) status information 
for either all BCMS splits or selected BCMS splits. This report displays data 
accrued since the last interval boundary. For example, if the interval is set to hour, 
and you issue the command to display the BCMS System Status report at 11:10 
a.m., the report displays the data accrued since 11:00 a.m. Although this report is 
updated approximately every 30 seconds, you can immediately update the 
information on the screen by pressing 
UPDATE. This report is reset at the beginning 
of the time interval (for example, hour or half-hour).
NOTE:
When analyzing this report, keep the following things in mind:
nAll averages are for completed calls only.
nA completed call may span more than one time interval. ACD calls that are 
in process (have not terminated) are counted in the time interval in which 
they terminate. For example, if an ACD call begins in the 10:00 to 11:00 
time interval, but terminates in the 11:00 to 12:00 time interval, the data for 
this call is counted in the 11:00 to 12:00 time interval.
nAsterisks indicate that the maximum for the associated field has been 
exceeded.