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 Report Reference 
4-9 Real-Time Reports 
4
Sample Report
Screen 4-2. BCMS System Status Report Screen
Header Definitions
&Split name is not administered — default is EXT xxxx, where 
xxxx is the extension administered for the split.
Split is displayed as “Skill” when EAS is optioned (EAS and skills 
are not supported with DEFINITY BCS and GuestWorks).
Table 4-3. System Status Report Header Definitions 
Header Definition
SPLIT NAME The name of the split (for example, sales, service, or help line). If no 
name exists, the split extension (for example, EXT 12345) is 
displayed.
CALLS WAIT The number of calls in the split’s queue that are currently waiting to be 
answered and calls ringing at an agent’s phone. If any of the calls in 
the queue are Direct Agent calls, an asterisk appears before this field. 
Consult the Glossary for a description of the Direct Agent feature.
OLDEST CALL The number of minutes and seconds the oldest call in queue has been 
waiting to be answered. This includes calls ringing at an agent’s 
phone.
Continued on next page
 
 monitor bcms system
BCMS SYSTEM STATUS
Date: 12:53 MON MAY 15, 1995
AVG AVG AVG AVG % IN
CALLS OLDEST SPEED AVAIL ABAND ABAND ACD TALK  AFTER SERV
SPLIT NAME   WAIT  CALL ANS   AGENT CALLS TIME  CALLS TIME  CALL  LEVL
 
Service   3 1:03   :45     0     3   :30    20 2:30 1:25 85
EXT 4000 5    :33   :15     0    11   :45    36 1:32 :35 91 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-10 Real-Time Reports 
4
AVG SPEED 
ANSThe average amount of time it takes before the calls are answered by 
agents. This value includes time waiting in the queue and time ringing 
at the agent’s telephone. The calculation is:
Keep the following things in mind:
nCalls that flow in from other split(s) do not include time in queue 
from the other splits in this calculation. Also, the AVG SPEED 
ANS does not include time spent listening to a forced first 
announcement.
nA completed call may span more than one time period. ACD 
calls that are in process (have not terminated) are counted in 
the time period in which they terminate. For example, if an ACD 
call begins in the 10:00 to 11:00 time period, but terminates in 
the 11:00 to 12:00 time period, the data for this call is counted in 
the 11:00 to 12:00 time period.
nAsterisks indicate that the maximum for the associated field has 
been exceeded.
AVAIL AGENT The number of agents in this split who are currently available to 
receive an ACD call directed to this split.
ABAND CALLS The total number of ACD calls that have hung up while waiting to be 
answered. This includes those calls that have abandoned while in 
queue or while ringing. Calls that are not queued (for example, 
because the queue is full, the caller receives a forced first 
announcement and abandons during the announcement, or no agents 
are staffed) are not counted as abandoned for the hunt group.
AVG ABAND 
TIMEThe average time before an ACD call abandons. This does not include 
any time spent in another split’s queue before intraflowing to this split. 
The calculation is:
This value does not include time spent listening to a forced first 
announcement or calls that 
abandon while listening to a forced first 
announcement.
Table 4-3. System Status Report Header Definitions  — Continued
Header Definition
Continued on next page
AVG SPEED ANS  =
Sum of Each Completed Calls Time In Queue + Time Ringing
Total Number of ACD Calls Answered --------------------------------------------------------------------------------------------------------------------------------------------------------------------
AVG ABAND TIMETotal Abandon Time
Total Number of Abandoned Calls ------------------------------------------------------------------------------------------ = 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-11 Real-Time Reports 
4
ACD CALLS The number of ACD calls completed during the current interval. This 
number also includes those calls that flow in from other splits.
AVG TALK 
TIMEThe average duration of ACD calls for each split. This calculation 
includes the time each agent spent talking but does not include ring 
time at an agent’s telephone. The calculation is:
AVG AFTER 
CALLThe average ACW time for call-related ACW time completed by agents 
in this split during this time interval. Call-related ACW is the time that 
occurs immediately after an ACD call (that is, when an agent was in 
Manual mode and an ACD call ended, or when the agent presses the 
ACW button during an ACD call). AVG AFTER CALL does not include 
time spent on direct incoming or outgoing calls while in ACW or time 
that immediately follows an EXTN call. The calculation is:
The average is for ACW sessions, which may not correspond to the 
number of ACD calls either because some ACD calls did not have 
ACW time or because the call was recorded in another interval.
% IN SERV 
LEVLThe percentage of calls answered within the administered service level 
for this split.  Calculation is based on the following
where
accepted is calls answered whose queue time was less than or equal 
to the administered service level for the split.
dequeued is a call that encountered the split’s queue, but which was 
NOT answered, abandoned, or outflowed. This occurs with multiple 
split queuing.
NOTE:
Not available with DEFINTY BCS and Guestworks.
Table 4-3. System Status Report Header Definitions  — Continued
Header Definition
Continued on next page
AVG TALK TIMETotal ACD Talk Time
Total Number of ACD Calls Answered ---------------------------------------------------------------------------------------------------- =
AVG AFTER CALLTotal Call-Related ACW Time
Number of Call-Related ACW Sessions -------------------------------------------------------------------------------------------------------- =
% IN SERV LEVLaccepted * 100
ACDcalls + abandons + outflows + dequeued ------------------------------------------------------------------------------------------------------------------------ = 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-12 Real-Time Reports 
4
BCMS VDN Status Report
Command
Use the following command to generate the BCMS VDN Status report:
monitor bcms vdn extension [print]
Description
The VDN Status report gives real-time status information for internally measured 
VDNs. (See the BCMS Feature Capacity table in Chapter 1, ‘‘BCMS 
Description’’.) You must specify the extensions of the VDNs you want the system 
to monitor. You can specify the extensions in a list or in a range format. For 
example, monitor bcms vdn 12345 12346 12350-12359
.
Sample Report
Screen 4-3. BCMS VDN Status Report Screen
* Indicates that the VDN name is not administered for the VDN; 
default extension is as shown.
 
 monitor bcms vdn 12345-12349
BCMS VECTOR DIRECTORY NUMBER STATUS
Date: 15:30 Mon May 15, 1995
AVG AVG AVG                CALLS % IN
            CALLS OLDEST ACD   SPEED  ABAND ABAND  TALK/ CONN   FLOW  BUSY/ SERV
 VDN NAME  WAIT  CALL   CALLS ANS    CALLS TIME   HOLD  CALLS  OUT   DISC  LEVL
 knives 5    :25 50   :39 5 :45   2:30     0     0 24 91
 EXT 12346* 0    :00 0   :00 0 :00    :00     0     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 
4-13 Real-Time Reports 
4
Header Definition
Table 4-4. VDN Status Report Header Definitions 
Header Definition
Date The current date and time (updated every 30 seconds or when the update 
key is pressed).
VDN NAME The name of the VDN being reported. If the VDN does not have a name 
administered, this field displays 
EXT XXXXX where “XXXXX” is the 
VDN’s extension.
CALLS WAIT The number of calls that encountered this VDN and have not been 
answered, abandoned, outflowed, or forced busy/disc. Includes calls in 
queues, in vector processing, and ringing at an agent’s station.
OLDEST CALL The time the oldest call currently waiting has waited in the VDN. Timing 
starts when the call enters the VDN.
ACD CALLS The number of completed ACD calls answered in a BCMS-measured 
split. The split may have been reached via the queue-to-main, check 
backup, route-to, messaging split, or adjunct routing commands. Includes 
Direct Agent calls (EAS only).
AVG SPEED 
ANSThe average speed of answer for ACD and connect calls (see CONN 
CALLS below) that have completed for this VDN during the current 
period. This includes the time in vector processing, in a split’s queue, and 
time ringing. The calculation is:
Answer time for a call is recorded when the call ends. If a call originates 
in interval x, is answered in interval y, and ends in interval z, the 
associated answer and talk times are recorded in interval z.
ABAND CALLS The number of calls to this VDN that have abandoned before being 
answered during the current period. This includes VDN calls that were 
routed to an attendant, station, or announcement, and abandoned before 
being answered.
Continued on next page
AVG SPEED ANSTotal Answer Time
Total ACD Calls + Total CONNect CALLS -------------------------------------------------------------------------------------------------------------- = 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-14 Real-Time Reports 
4
AVG ABAND 
TIMEThe average time abandoned calls waited before abandoning during the 
current period. The calculation is:
AVG 
TALK/HOLDThe average talk time for ACD calls completed by this VDN during the 
current period. This does not include ring time, but it does include any 
time the caller spent on Hold. The calculation is:
CONN CALLS The number of completed calls that were routed to a station, attendant, 
announcement, messaging skill, or call pickup and were answered there.
Table 4-4. VDN Status Report Header Definitions  — Continued
Header Definition
Continued on next page
AVG ABAND TIMETotal Abandon Time
Total Calls Abandoned ------------------------------------------------------------ =
AVG TALK/HOLDTotal Talk Time
ACD Calls ----------------------------------------- = 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-15 Real-Time Reports 
4
FLOW OUT The number of calls that were routed to another VDN or to a trunk, 
including successful look-ahead attempts.
CALLS 
BUSY/DISCThe number of calls that were forced busy or forced disconnect during the 
current interval. This value includes:
ncalls that encountered a busy or disconnect vector step
ncalls disconnected by a stop vector step
ncalls forwarded to a split or skill with a full queue
ncalls forwarded to a split or skill with no available agents and no 
queue
This value does not include abandoned calls.
% IN SERV 
LEVLThe percent of calls offered that completed and were answered within the 
acceptable service level defined on the VDN form. The calculation is:
call offered is defined as:
acdcalls + flowout calls + abandoned + connect + busy/disc
Accepted is the number of ACD and CONNect calls that were answered 
within the administered service level. This field is blank if no calls were 
recorded for this time interval. This field is also blank if no 
Acceptable 
Service Level
 has been administered on the VDN form.
NOTE:
Not available with DEFINTY BCS and Guestworks.
Table 4-4. VDN Status Report Header Definitions  — Continued
Header Definition
Continued on next page
% IN SERV LEVLaccepted * 100
calls offered ---------------------------------------- = 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-16 Historical Reports 
4
Historical Reports
BCMS provides eight historical reports. These reports give you information for an 
interval of time. You can print the reports for a period of time measured in minutes 
or hours, or a period of time measured in days. The BCMS historical reports are 
as follows:
nAgent
nAgent Summary
nSplit
nSplit Summary 
nTrunk Group 
nTrunk Group Summary 
nVDN 
nVDN Summary. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-17 Historical Reports 
4
BCMS Agent Report
Command
Use one of the following commands to generate the BCMS Agent Report:
list bcms agent extension/loginID [time] [staffed] [start time] [stop 
time][print/schedule]
list bcms agent extension/loginID [day] [staffed] [start day] [stop day] 
[print/schedule]
Description
The BCMS Agent Report provides traffic information for the specified agent. 
Depending on specifics from the command line, the information may be displayed 
as either a time interval or a daily summary. If neither 
time nor day is specified, 
time is the default. In this case, the report displays data accrued for the 
previous 24 time intervals (hour or half-hour), including data from the most 
recently completed time interval. To get information on the current time interval, 
you must use a monitor bcms command.
When analyzing this report, keep the following 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. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-18 Historical Reports 
4
Sample Reports
Screen 4-4. BCMS Agent Report — Hourly
Screen 4-5. BCMS Agent Report — Daily
 
 list bcms agent 4222 8:00
BCMS AGENT REPORT
Switch Name: Lab Model  Date: 11:05 am MON MAY 15, 1995
Agent: 4222
Agent Name: s-jones
AVG    TOTAL   TOTAL   TOTAL        AVG   TOTAL    TOTAL
ACD     TALK   AFTER   AVAIL   AUX/  EXTN   EXTN  TIME     HOLD
TIME CALLS   TIME   CALL    TIME    OTHER CALLS  TIME  STAFFED  TIME
8:00- 9:00    10 1:15    7:30   25:00   10:40 1 4:00 60:00 :20
9:00-10:00 18 1:40   18:00    4:20     :00 2 3:20 60:00 1:00
10:00-11:00 10 1:20    8:20   16:10     :00 0 :00 38:00 :10
----------- ----- ------ ------- ------- ------- ----- ----- -------- ------
SUMMARY 38 1:28   33:50   45:30   10:40 3 3:33 158:00 1:30
 
 list bcms agent 4222 day 5/13
BCMS AGENT REPORT
Switch Name: Lab Model  Date: 11:05 am MON MAY 15, 1995
Agent: 4222
Agent Name: s-jones
AVG    TOTAL   TOTAL   TOTAL        AVG   TOTAL    TOTAL
ACD     TALK   AFTER   AVAIL   AUX/  EXTN   EXTN  TIME     HOLD
DAY CALLS   TIME   CALL    TIME    OTHER CALLS  TIME  STAFFED  TIME
 5/14/95  200 1:30  100:00   35:00   80:00 10 2:00 540:00 5:00
 5/13/95 38 1:28   34:12   45:30   10:40 3 3:33 158:00 1:30
----------- ----- ------ ------- ------- ------- ----- ----- -------- ------
SUMMARY 238 1:30  134:12   80:30   90:40 13 2:22 698:00 6:30