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 
4-39 Historical Reports 
4
FLOW OUT The total number of calls queued to this split that were:
nSuccessfully sent to the split’s coverage point after queuing for the 
specified 
don’t answer interval. (This does not include calls that 
went to coverage based on any other criterion.)
nForwarded-out via call forwarding
nForwarded-out via a route to station extension vector step
nAnswered via the Call Pickup feature
nForwarded-out via Look Ahead Interflow
nFirst queued to this split and then were answered by the second or 
third split
nWere redirected back to this split or its coverage path due to 
Redirect On No Answer timing
FLOW OUTs are recorded when a call ends.
In a multiple split-queuing environment, inflows and outflows become a 
bit more complicated. Consider the following scenarios:
If a multiple queued call is answered in a nonprimary split (that is, a 
second or third split), an outflow is recorded in the statistics for the first 
split, and an inflow and an answer are recorded to the statistics for the 
answering split. For example, suppose there are three splits numbered 1 
through 3. A call comes in for split 1, but all agents are busy in this split. 
The call then goes into queue for splits 2 and 3. An agent in split 3 
answers the call. In this example, an outflow is recorded in the statistics 
for split 1, and an inflow and an answer are recorded in the statistics for 
split 3. A dequeued call is counted for split 2.
If the call is answered in the primary split, no inflows or outflows are 
recorded for any split. Splits 2 and 3 record the call as dequeued.
If a call is queued to three splits (for example, splits 1, 2, and 3, with split 
1 being the primary split), then encounters a
 route-to command that 
sends the call to another VDN, that queues to different splits (for 
example, splits 4 and 5), an outflow is recorded in the statistics for split 1. 
If the call is answered in split 4, an answer is recorded in the statistics for 
split 4. However, no inflow is recorded to the statistics for split 4.
Table 4-8. Split Summary 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 
4-40 Historical Reports 
4
FLOW OUT 
(cont.)If the call is answered in split 5, an outflow is recorded for the statistics for 
split 4, and both an inflow and an answer are recorded in the statistics for 
split 5.
Similarly, if a multiple queued call routes to another split, an outflow is 
recorded to the statistics for the primary split, but no inflow is recorded to 
the statistics for the routed-to split.
TOTAL 
AUX/OTHERThe total time that logged-in agents in this split were unavailable to 
receive calls during the reporting interval. This value includes time spent 
on non-ACD calls while in AUX for this split. This value does not include 
the time agents spent on another split’s calls or in ACW for another split.
For example, a split totals AUX TIME whenever any agent is logged into 
the split and:
nReceives an EXTN call while in AUX or AVAIL state
nMakes an EXTN call while in AUX or AVAIL state
nHits his/her AUX button
Furthermore, the split report measurement AUX TIME is time-interval 
based, since it is not directly related to a call. For example, if an agent is 
in AUX for any of the previously identified reasons from 9:55 to 10:05, 
then 5 minutes is recorded in the 9:00 to 10:00 time interval and 5 
minutes is recorded in the 10:00 to 11:00 time interval.
Table 4-8. Split Summary 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 
4-41 Historical Reports 
4
AVG STAFF The average number of agents who were logged into this split (staffed) 
during the reporting interval.
% IN SERV 
LEVLThe percentage of calls answered within the administered service level.
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 that was NOT 
answered, abandoned, or outflowed. This occurs with multiple split 
queuing.
NOTE:
Not available with DEFINTY BCS and Guestworks.
SUMMARY For those columns that specify averages, the summary is an average for 
the entire reporting interval. For the ACD CALLS, ABAND CALLS, 
TOTAL AFTER CALL, FLOW IN, FLOW OUT, AUX TIME, and TOTAL 
HOLD TIME columns, the summary is the sum of individual time intervals 
or specified days.
Table 4-8. Split Summary Report Header Definitions  — Continued
Header Definition
Continued on next page
AVG STAFFTotal Staff Time
Time Interval ------------------------------------------ =
% 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 
4-42 Historical Reports 
4
BCMS Trunk Group Report
Command
Use one of the following commands to generate the BCMS Trunk Group report:
list bcms trunk (group number) [time] [start time] [stop time][print/schedule]
list bcms trunk (group number) [day] [start day] [stop day] [print/schedule]
Description
The BCMS Trunk Group report gives statistical information for all BCMS 
measured trunk groups. The BCMS Trunk Group report may be used by the ACD 
administrator and/or manager to monitor use of the trunk group and to determine 
the optimal number of trunks for the trunk group. 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.
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 in a field indicate that the maximum for that field has been 
exceeded.
nA single asterisk at the end of a time or date field indicates that 
during the interval, trunk group administration occurred which 
changed the number of trunks. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-43 Historical Reports 
4
Sample Reports
Screen 4-12. BCMS Trunk Group Time Interval Report
Screen 4-13. BCMS Trunk Group Daily Report
 list bcms trunk 1 time 8:00 11:00
BCMS TRUNK GROUP REPORT
Switch Name: Lab Model   Date: 12:59 pm THU APR 20, 1995
Group: 1
Group Name: TG 1  Number of Trunks: 11
 
| INCOMING | OUTGOING |%ALL %TIME
TIME |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY  MAINT
8:00- 9:00* 23 2 2:15 31.02 1 1 1:36 .96 0 0
9:00-10:00 35 2 1:48 35.74 4 4 1:42 4.08 0 0
10:00-11:00 24 1 1:40 22.93 0 0 :00 .00 0 0
----------- ----- ---- ------ -------- ----- ---- ------ ------ --- ---
SUMMARY 82 5 1:54 29.89 5 5 1:39 2.52 0 0
 
 list bcms trunk 1 day 4/17
BCMS TRUNK GROUP REPORT
Switch Name: Lab Model  Date: 12:59 pm THU APR 20, 1995
Group: 1
Group Name: TG 1  Number of Trunks: 11
 
| INCOMING | OUTGOING |%ALL %TIME
DAY |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY MAINT
4/17/95* 82 5 1:54 29.89 5 5 1:39 2.52 0 0
----------- ----- ---- ------ -------- ----- ---- ------ ------ --- ---
 SUMMARY 82 5 1:54 29.89 5 5 1:39 2.52 0 0 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-44 Historical Reports 
4
Header Definitions
Table 4-9. Trunk Group Report Header Definitions 
Header Definition
Group The trunk group number specified with the command line.
Group Name The name that is administered for this trunk group. If no name is 
administered, then this field is displayed as blank.
Number of 
TrunksThe number of individual trunks in the trunk group at the end of the first 
interval being reported.
TIME/DAY The time or day interval specified in the command line.
Time is always expressed in 24-hour format. Start and stop times are 
optional. Reports always start at the top of the time interval (either hour or 
half-hour). If no start time is given, the report displays data accrued for 
the previous 24 time intervals. A stop time requires an associated start 
time. If no stop time is given, the last completed time interval (hour or 
half-hour) is the default. If no start time or stop time is given, the report 
displays data accrued for the previous 24 time intervals. If you specify 
day in the command and do not include a start day or stop day, the report 
displays data accrued for the previous six days and data accrued through 
the most recently completed interval (hour or half-hour).
If switch administration causes the number of trunks in a 
BCMS-measured trunk group to change during a day or a time interval, 
an asterisk appears in the 
DAY/TIME field.
INCOMING 
CALLSThe total number of incoming calls carried by this trunk group.
INCOMING 
ABANDThe number of incoming calls that queued to ACD splits, then abandoned 
(without being answered by a staffed agent within this split) during the 
reporting interval. It also includes calls with a talk time that is less than the 
value administered for the BCMS/VuStats Abandon Call Timer (not 
supported with the DEFINITY BCS and GuestWorks offer). Calls that 
cannot queue (for example, queue full, or calls that receive a busy signal 
from the Central Office because there aren’t any available trunks) are not 
included in the INCOMING ABAND number. Also included are calls 
directly to staffed ACD agents that are unanswered.
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 
4-45 Historical Reports 
4
INCOMING 
TIMEThe average holding time for incoming calls to this trunk group during the 
specified reporting interval. Holding time is defined as the length of time 
in minutes and seconds that a facility is used during a call. The 
calculation for incoming time is:
INCOMING 
CCSThe total holding time (usage) for incoming calls to the trunk group during 
the specified reporting interval. The units are expressed in hundred call 
seconds (CCS).
OUTGOING 
CALLSThe total number of outgoing calls for this trunk group during the specified 
reporting interval.
OUTGOING 
COMPThe total number of outgoing calls that were placed over this trunk group 
and answered during the specified reporting interval.
Completion is determined by either return of network answer supervision, 
or a call that lasts longer than the answer supervision time-out parameter; 
whichever occurs first.
OUTGOING 
TIMEThe average holding time for outgoing calls during the specified reporting 
interval. The calculation is:
Table 4-9. Trunk Group Report Header Definitions  — Continued
Header Definition
Continued on next page
INCOMING TIMETotal Holding Time for all Incoming Calls
Total Number of Incoming Calls ----------------------------------------------------------------------------------------------------------- =
OUTGOING TIMETotal Holding Time for Outgoing Calls
Total Number of Outgoing Calls ---------------------------------------------------------------------------------------------------- = 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-46 Historical Reports 
4
OUTGOING 
CCSThe total holding time (usage) for outgoing calls from this trunk group. 
The units are expressed in CCS.
% ALL BUSY The percentage of time that all the trunks in this trunk group were busy. 
This value includes trunks that are maintenance busy. The calculation is:
where Busy Times is expressed in minutes and is the sum of all times 
when all trunks were simultaneously busy.
% TIME 
MAINTThe percentage of time that one or more trunks have been busied-out for 
maintenance purposes. The calculation is:
where:
nTotal Maintenance Busy Time is the sum of Maintenance Busy 
Time (in minutes) for all trunks (individually) in this trunk group 
during this interval
nTime Interval is expressed in minutes (for example, 30 if using a 
half-hour interval, 
60 if using a one-hour interval, and 1440 if using 
a daily summary)
For reporting purposes, call data is stored during the time interval 
(hour or half-hour) that the trunk goes idle, not when the station 
releases. Also, changing the number of trunks in a trunk group can 
cause unexpected results for that interval.
Table 4-9. Trunk Group Report Header Definitions  — Continued
Header Definition
Continued on next page
% ALL BUSYTotal of all Busy Times
Time Interval ------------------------------------------------------------X100 () =
% TIME MAINTENANCETotal Maintenance Busy Time x 100
Time Interval x Number of Trunks in Group ----------------------------------------------------------------------------------------------------------------- = 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-47 Historical Reports 
4
BCMS Trunk Group Summary Report
Command
Use one of the following commands to generate the BCMS Trunk Group 
Summary report:
list bcms summary trunk (group number) [time] [start time] [stop 
time][print/schedule]
list bcms summary trunk (group number) [day] [start day] [stop day] 
[print/schedule]
Description
The BCMS Trunk Group Summary report provides information about 
BCMS-measured trunk groups. You can specify the trunk groups you want 
included in the report. The BCMS Trunk Group report can be used by the ACD 
administrator and/or manager to monitor use of one or more trunk groups and to 
determine the optimal number of trunks for the trunk groups. Note that this applies 
only to trunk groups measured by BCMS.
This report is similar to the BCMS Trunk Group report except that the information 
for a trunk group appears on separate lines of the report, with totals of activity for 
all trunks in the trunk group for the specified time. You can print the report for a 
certain time period specified in either hours or days (up to 7 days).
The report displays only the information that exists and does not identify absent 
data. If data does not exist for a specified trunk group, the trunk group does not 
appear on the report. Also, if information does not exist for a portion of the 
specified time period, the report displays all existing information but does not 
identify where there is no data.
When analyzing this report, keep the following in mind:
nAll averages are for completed calls only.
nAsterisks in a field indicate that the maximum for that field is 
exceeded.
nA single asterisk at the end of a time or date field indicates that 
during the interval, trunk group administration occurred which 
changed the number of trunks. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Report Reference 
4-48 Historical Reports 
4
Sample Reports
Screen 4-14. BCMS Trunk Group Summary Report — Hourly
Screen 4-15. BCMS Trunk Group Summary Report — Daily
 list bcms trunk sum 23-25 time 8:00
BCMS TRUNK GROUP SUMMARY REPORT
Switch Name: Lab Model  Date: 12:59 pm THU APR 20, 1995
Time: 8:00-13:00
 
| INCOMING | OUTGOING |%ALL %TIME
GROUP NAME |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY  MAINT
IN-800          23 2 2:15 31.02 1 1 1:36 0.96 0 0
OUT-WATTS*      35 2 1:48 35.74 4 4 1:42 4.08 0 0
TIE-GROUP       24 1 1:40 22.93 0 0 :00 0.00 0 0
----------- ----- ---- ------ -------- ----- ----- ------ ------ --- ---
SUMMARY         82     5   1:54    29.89 5     5   1:39 2.52 0 0
 list bcms trunk sum 23 day 5/17/92
BCMS TRUNK GROUP SUMMARY REPORT
Switch Name: Lab Model  Date: 12:59 pm THU APR 20, 1995
 Day: 5/17/95
 
| INCOMING | OUTGOING |%ALL %TIME
GROUP NAME |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY  MAINT
IN-800*         82     5   1:54    29.89 5     5   1:39 2.52 0 0
----------- ----- ---- ------ -------- ----- ----- ------ ------ --- ---
SUMMARY 82     5   1:54    29.89 5     5   1:39 2.52 0 0