Lucent Technologies Definity Systems Little Instruction Book For Advanced Administration

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Using reports 
63 Trunk group reports 
The Trunk Group Summary report allows you to determine 
measurement data such as the trunk group’s total usage, the total 
number of calls, and trunk blockage.
If a trunk is out of service, see ‘‘Out-of-service trunks’’ on page 
64. It is best to make adjustments to a trunk group only when all 
of the trunks are functioning.
For more information on interpreting the reports, refer to 
DEFINITY ECS Reports.
Hourly trunk group activity
Trunk Group Hourly reports are used in conjunction with the 
Trunk Group Summary report to locate trunk problems. For 
example, if the Traffic Group Summary report indicates a traffic 
flow problem, run the hourly report to help you locate the 
problem.
When you run this report, you first specify the trunk group you 
want to monitor on the Trunk Group Measurement screen. Once 
you select the trunk group you want to gather data on, the system 
starts collecting information on the trunk group activity. The 
Trunk Group Hourly report can display up to 24 hours of 
information. For example, if you started data collection on 
Thursday at noon (12:00) you would have 24-hours of data by 
noon (12:00) on Friday. 
						

							Using reports 
64 Trunk group reports 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
To monitor trunk group 12 for the next hour:
1. Type 
change meas-selection trunk-group and press 
RETU RN.
The Trunk Group Measurement Selection screen appears.
2. Move to a measurement field and type 
12.
3. Press 
EN TER to save your changes.
The system records the activity of trunk group 12 for the 
next hour.
4. Type 
list measurements trunk-group hourly 12
 and  
p ress 
RETU RN.
The Trunk Group Hourly report displays data from the 
previous hour.
Out-of-service trunks
The Trunk Outage Measurements report lists the trunks that were 
out-of-service during a selected period of time. This report may 
include up to five out-of-service trunks and lists how many times 
each trunk was out during the specified time. The system records 
trunk-outage data for the last hour, current day, and previous day.
To display the Trunk Outage Measurements report for yesterday:
1. Type 
list measurements outage-trunk yesterday
 and 
p ress 
RETU RN.
 If there are no outages, the form is blank.
The Trunk Outage Measurements report samples trunk activity 
once per hour. Therefore, if the report covers several hours, but 
indicates only a small number of outages, a trunk member may be 
providing intermittent service. 
						

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Using reports 
65 Trunk group reports 
Current trunk group status
The Trunk Group Status report displays a current view of the load 
on various trunk groups by showing the number of calls waiting 
for service. This report shows data for 60 trunk groups at a time, 
but you can start the display at any number you want. For 
example, let’s display trunk groups 5 and up.
To display the Trunk Group Status report:
1. Type 
monitor traffic trunk-groups 5
 and press RETU RN.
The Trunk Group Status report displays trunk groups 5 
through 64.
This report shows only administered trunk groups.
2. Press 
CANCEL to return to the prompt.
Least used trunks
The Trunks Lightly Used Measurements report lists the five trunk 
members with the lowest number of calls carried for each trunk 
group. The system shows trunk lightly-used data for the last hour, 
current day, or previous day. Let’s display this report for today.
To display the Trunks Lightly Used Measurements report for 
today:
1. Type 
list measurements lightly-used-trunk today
 and 
press 
RETU RN.
If the trunk member in the Calls Carried field has an unusually 
low number of calls compared to other trunk members, use 
Facility Test Calls to determine how a specific trunk member is 
functioning. To monitor a particular trunk group, use Automatic 
Circuit Assurance (ACA). Refer to DEFINITY System’s Little 
Instruction Book for basic diagnostics for more information. 
						

							Using reports 
66 Measuring call center performance 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Measuring call center 
performance
Standard switch reports on DEFINITY ECS provide valuable 
data about your center’s operation.
What should I measure?
Focus on three things:
nHow many calls are answered?
nHow fast are calls answered?
nHow cost-effective is the system?
DEFINITY ECS has three hunt group reports that give you 
information about agents, hunt groups, trunks, and trunk groups 
to help you answer these questions. The reports are:
nHunt Group Measurements
nHunt Group Performance
nHunt Group Status 
						

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Using reports 
67 Measuring call center performance 
The table below shows you how to monitor the performance of 
your call center by using these reports. To use the table, pick what 
you want to measure from the column headings. As you read 
down the column, each row shows the fields on a particular hunt 
group report — if any — that measure that aspect of call center 
performance. 
For detailed information on these reports, see DEFINITY ECS 
Reports.
How many people can use switch reports?
The number of switch administrators and super-users who can log 
in simultaneously to view switch reports varies with the type of 
switch you have:
A scheduled report counts as a login.  Therefore, you should 
schedule reports to print during off-hours.
ReportsHow many calls are 
answered? How fast?Cost-
effective?
Hunt Group 
MeasurementsCalls Ans/Aban. Speed Ans (sec) Total Usage
Time 
Available
Hunt Group 
Performance
Speed Ans (sec)
Hunt Group StatusLCIQ
csi si r
137 
						

							Using reports 
68 Measuring call center performance 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Viewing hunt group reports
These procedures tell you how to display or print switch hunt 
group reports.
Viewing Hunt Group Measurements reports
The Hunt Group Measurements report displays call data for each 
hunt group in your system. You can print this report for 
yesterday’s peak, today’s peak, or the last hour.
A peak hour is the hour that during which the greatest usage of 
agent time occurred. Use this report to determine the time of day 
with the most traffic or to measure traffic during the previous 
hour.
Let’s print the Hunt Group Measurements report for today’s peak:
1. Type 
list measurements hunt-group today-peak print 
and press RETURN.
Viewing Hunt Group Performance reports
The Hunt Group Performance report gives both the slowest 
hourly average speed of answer for each hunt group and the daily 
average. You can run the report for today or yesterday. This report 
can help you quickly find times during the day when your staffing 
is too low. 
To display a Hunt Group Performance report for yesterday:
1. Type 
list performance hunt-group yesterday and press 
RETU RN. 
						

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Using reports 
69 Using security reports 
Viewing Hunt Group Status reports
The Hunt Group Status report displays a current view of your 
hunt groups. This report shows 32 hunt groups at a time. To 
display higher-numbered hunt groups, type the number of the first 
hunt group to be displayed. For example, let’s display hunt 
groups 2 and higher.
To display the Hunt Group Status report:
1. Type 
monitor traffic hunt-groups 2 and press RETURN.
The Hunt Group Status report displays hunt groups 2 
through 33.
2. Press 
CANCEL to return to the prompt.
This report shows all hunt groups in the range, even if you have 
not administered them.
For more information on interpreting any of these reports, refer to 
DEFINITY ECS Reports.
Using security reports
Security Violation Notification lets you know when someone 
may be trying to break into the system. Refer to DEFINITY 
System’s Little Instruction Book for basic administration for 
information on how to set Security Violation Notification.  
						

							Using reports 
70 Using security reports 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000 
						

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Understanding call centers 
71 What is a call center? 
Understanding call centers
This section introduces you to inbound call centers. It shows how 
to set up a simple inbound call center and lists things to consider 
as you plan and design your center.
What is a call center?
A call center is a way of organizing people and equipment to 
achieve particular business goals. For example, you can use a call 
center to make several people accessible through one number or 
to handle multiple calls simultaneously. Call centers work by 
organizing staff (called agents) with specific functions or 
expertise into hunt groups.
Call centers use some of the features covered in other chapters of 
this book: hunt groups, announcements, vectors, and VDNs. In 
this section, we’ll show you how these features work together in a 
call center. 
						

							Understanding call centers 
72 Planning a call center 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Planning a call center
Good planning is crucial to setting up an effective call center. 
Before you administer any part of your call center on DEFINITY 
ECS, you should have a plan that is thorough and specific. Your 
call center plan should identify:
nthe purpose of the call center — what the call center has to 
do to be successful
nexpected call volume — the number of calls you expect 
per day, per week, and per month
ntype of calls — whether the call center should answer 
internal or external calls or both
nagent functions — the major agent functions
nnecessary resources — the resources you must add to the 
system, such as trunk groups and phones
Once you develop a plan for the call center, organize agents 
according to their functions. These agent groups will be your hunt 
groups.