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555-230-706 Comcode 108485087 Issue 2 June 1999 DEFINITY ® Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations Copyright  1999, Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your com- pany’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to pre- vent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration docu- ments provided with this product in order to fully understand the fea- tures that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of com- mon-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use. Lucent Technologies Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643-2353. Federal Communications Commission Statement Part 15: Class A Statement. This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide rea- sonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio-frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interfer- ence to radio communications. Operation of this equipment in a resi- dential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense. Part 68: Network Registration Number. This equipment is registered with the FCC in accordance with Part 68 of the FCC Rules. It is identi- fied by FCC registration number xxx. Canadian Department of Communications (DOC) Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications. Le Présent Appareil Nom érique n’é met pas de bruits radio é lectriques d é passant les limites applicables aux appareils num é riques de la class A pr é scrites dans le reglement sur le brouillage radio é lectrique é dict é par le minist é re des Communications du Canada. Trademarks CentreVu, DEFINITY, and GuestWorks are registered trademarks of Lucent Technologies. Prologix is a trademark of Lucent Technologies. Ordering Information Call: Lucent Technologies Publications Center Voice 1-800-457-1235 International Voice 317-361-5353 Fax 1-800-457-1764 International Fax 317-361-5355 Write: Lucent Technologies Publications Center P.O. Box 4100 Crawfordsville, IN 47933 Order: Document No. 555-230-706 Comcode 108485087 Issue 2, June 1999 For additional documents, refer to Appendix B, ‘‘References.’’ You can be placed on a standing order list for this and other documents you may need. Standing order will enable you to automatically receive updated versions of individual documents or document sets, billed to account information that you provide. For more information on stand- ing orders, or to be put on a list to receive future issues of this docu- ment, contact the Lucent Technologies Publications Center. Product Support To receive support on your product, call 1-800-242-2121. Outside of the continental United States, contact your local Lucent Technologies authorized representative. European Union Declaration of Conformity The “CE” mark affixed to the equipment described in this book indi- cates that the equipment conforms to the following European Union (EU) Directives: • Electromagnetic Compatibility (89/336/EEC) • Low Voltage (73/23/EEC) • Telecommunications Terminal Equipment (TTE) i-CTR3 BRI and i-CTR4 PRI For more information on standards compliance, contact your local dis- tributor. Comments To comment on this document, return the comment form located at the back of this book. Lucent Technologies Web Page The World Wide Web home page for Lucent Technologies is http://www.lucent.com Acknowledgment This document was prepared jointly by the Customer Training and Information Products Organization and the Information Development Organization for Global Learning Solutions Lucent Technologies Bell Laboratories, Denver, CO 80234-2703. DEFINITY Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 Issue 2 June 1999 Contents iii Contents Contents iii About this Book ix ■ Overview ix ■ Reasons for reissue ix Offer Category A Versus Offer Category B ix ■ Organization x ■ Conventions used in this document x ■ Where to find related documents xi ■ How to order related documents xi ■ How to comment on this document xi 1 BCMS Description 1-1 ■ Overview 1-1 ■ BCMS Reports 1-2 ■ Printing and Storing Reports 1-3 ■ Acceptable Service Level 1-4 Percent within Service Level 1-4 Acceptable Service Level Administration 1-5 ■ System Capacities 1-6 ■ Interactions 1-7 Offer Category A Versus Offer Category B 1-7 Interactions With External CentreVu CMS 1-8 Interactions with VuStats 1-8 2 System Access 2-1 ■ Logging In and Logging Off 2-1 BCMS Login 2-2 Logging In 2-2 Logging In from a Local Terminal 2-2 Logging In from a Remote Terminal 2-3 Logging Off 2-4 ■ How to Change the BCMS Password 2-5 3 Generating BCMS Reports 3-1 ■ Overview 3-1 ■ Displaying and Printing Real-Time Reports 3-1 DEFINITY Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 Issue 2 June 1999 Contents iv Displaying Real-Time Reports 3-2 Printing Real-Time Reports 3-2 ■ Displaying, Printing, and Scheduling Historical Reports 3-3 Displaying Historical Reports 3-4 Printing Historical Reports 3-8 Scheduling Historical Reports 3-11 4 BCMS Report Reference 4-1 ■ Overview 4-1 ■ Real-Time Reports 4-3 BCMS Split Status Report 4-3 Command 4-3 Description 4-3 Sample Report 4-4 Header Definition 4-5 BCMS System Status Report 4-8 Command 4-8 Description 4-8 Sample Report 4-9 Header Definitions 4-9 BCMS VDN Status Report 4-12 Command 4-12 Description 4-12 Sample Report 4-12 Header Definition 4-13 ■ Historical Reports 4-16 BCMS Agent Report 4-17 Command 4-17 Description 4-17 Sample Reports 4-18 Header Definitions 4-19 BCMS Agent Summary Report 4-22 Command 4-22 Description 4-22 Sample Reports 4-22 Header Definitions 4-23 DEFINITY Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 Issue 2 June 1999 Contents v BCMS Split Report 4-27 Command 4-27 Description 4-27 Sample Reports 4-28 Header Definitions 4-29 BCMS Split Summary Report 4-35 Command 4-35 Description 4-35 Sample Reports 4-36 Header Definitions 4-37 BCMS Trunk Group Report 4-42 Command 4-42 Description 4-42 Sample Reports 4-43 Header Definitions 4-44 BCMS Trunk Group Summary Report 4-47 Command 4-47 Description 4-47 Sample Reports 4-48 Header Definitions 4-49 BCMS VDN Report 4-52 Command 4-52 Description 4-52 Sample Reports 4-53 Header Definition 4-54 BCMS VDN Summary Report 4-58 Command 4-58 Description 4-58 Sample Reports 4-58 Header Definitions 4-59 5 System Printer and Report Scheduler 5-1 ■ Overview 5-1 ■ System Printer 5-1 System Printer Administration 5-2 DEFINITY Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 Issue 2 June 1999 Contents vi System Printer Data Link Operation and Maintenance 5-3 ■ Report Scheduler 5-3 Print Intervals 5-4 Adding a Report to the Report Scheduler 5-4 Summary of the Steps for Printing Reports on the System Printer 5-6 Listing Scheduled Reports 5-7 Change Command 5-9 Remove Command 5-10 6 Use of BCMS Reports for ACD Planning 6-1 ■ Planning/Engineering Objectives 6-1 BCMS System Status Report 6-2 BCMS Split Status Report 6-3 BCMS VDN Status Report 6-3 BCMS Trunk Group Report 6-4 BCMS Agent Report 6-4 BCMS Split or Skill Report 6-5 BCMS VDN Report 6-5 ■ Engineering ACD Applications with Data Obtained from the BCMS Reports 6-5 Agent Engineering/Optimizing Guidelines 6-6 Trunk Engineering Guidelines 6-34 A BCMS/CentreVu CMS Report Heading Comparison A-1 ■ Summary of Differences A-1 B References B-1 ■ Basic DEFINITY ECS documents B-1 Administration B-1 Installation and maintenance B-3 Call center documents B-5 DEFINITY B-5 CentreVu CMS B-6 Application-specific documents B-7 ASAI B-7 ACD B-8 DEFINITY Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 Issue 2 June 1999 Contents vii Console operations B-8 Hospitality B-9 Non-U.S. audiences B-9 GL Glossary and Abbreviations GL-1 IN Index IN-1 DEFINITY Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 Issue 2 June 1999 Contents viii About this Book ixOverview DEFINITY Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 Issue 2 June 1999 About this Book Overview This document provides a comprehensive description of the Basic Call Management System (BCMS) feature, which is available with the DEFINITY ® Enterprise Communications Server (Offer Category A). This document also describes the Report Scheduler feature, which is often used with BCMS. Although intended primarily for the BCMS administrator, this document may prove useful to the system administrator, the Automatic Call Distribution (ACD) split supervisor, the ACD administrator, and ACD agents. Reasons for reissue This document is being reissued to define BCMS attributes that are not used with the offer category B products, DEFINITY Business Communications System (BCS) and GuestWorks ® . Offer Category A Versus Offer Category B Offer Category A products (DEFINITY ECS and Prologix™) supports more features and feature capacities than the Offer Category B products (DEFINITY BCS and GuestWorks). In relation to the BCMS feature, the following features are not supported with Offer Category B: ■ Expert Agent Selection (EAS) and skills ■ CentreVu ® Call Management System (CMS) ■ VuStats. When using this BCMS Operations document with an Offer Category B product, you should ignore references to these features. DEFINITY Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 Issue 2 June 1999 About this Book xOrganization Organization This guide is divided into the following chapters and appendices: ■ Chapter , "About this Book", is an introduction to this document. ■ Chapter 1, "BCMS Description", provides a brief overview of the BCMS feature and lists the BCMS reports. ■ Chapter 2, "System Access" ,provides procedures on how to log in and log off BCMS. This chapter also provides the procedures for changing the BCMS password. ■ Chapter 3, "Generating BCMS Reports", describes the procedures for displaying, printing, and scheduling BCMS reports. ■ Chapter 4, "BCMS Report Reference", gives a detailed description of each BCMS report. ■ Chapter 5, "System Printer and Report Scheduler", describes the optional Report Scheduler feature. This chapter also includes a description of the report scheduler commands and a display of the reports. ■ Chapter 6, "Use of BCMS Reports for ACD Planning", describes desirable objectives and how the BCMS reports can be used to plan, engineer, and optimize ACD splits and trunk groups. ■ Appendix A, ‘‘BCMS/CentreVu CMS Report Heading Comparison’’, compares reports and report headings between BCMS and CentreVu Call Management System (CMS). ■ Appendix B, ‘‘References’’, lists other documents that may be used for reference. ■ ‘‘Glossary and Abbreviations’’, contains a list of frequently used terms and their definitions as well as a list of abbreviations and acronyms. ■ ‘‘Index’’, contains a cross-referenced index. Conventions used in this document This document uses the following conventions: ■ The names of commands are shown in the following typeface: change system-parameters feature ■ Information you type is shown in the following typeface: EIA ■ Information displayed on the screen is shown in the following typeface: login: ■ Keyboard keys are shown as follows: RETURN ■ Function keys are shown as follows: CANCEL [...]... calculate the percentage of calls within the acceptable service level, BCMS divides the number of acceptable calls by the calls offered For hunt groups, BCMS calculates the Percent Within Service Level as follows: accepted * 100 % IN SERV LEVL = ACDcalls + abandons + outflows + dequeued where accepted — Is the number of calls answered for which... Acceptable Service Level is the desired time for an agent to answer a call for a given VDN or hunt group Timing for a call begins when the call encounters a VDN or enters a hunt group queue If the number of seconds to answer the call is equal to or less than the administered acceptable service level for the VDN or hunt group, the call is recorded as acceptable Percent within Service Level A service... monitor the operations of your ACD application BCMS collects data regarding the calls on the switch and organizes the data into reports that help you manage ACD facilities and personnel The BCMS reports allow you to manage the hourly and/or daily operations of the ACD by: s Monitoring trunk group usage s Monitoring the calling volume for each split s Monitoring VDNs s Monitoring the work load of each... Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 About this Book How to comment on this document Issue 2 June 1999 xii DEFINITY Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 1 BCMS Description Overview BCMS Description Issue 2 June 1999 1-1 1 Overview BCMS helps you monitor the operations of your ACD application BCMS collects... Chapter 4, ‘‘BCMS Report Reference’’ describes each BCMS report in detail while Chapter 6, ‘‘Use of BCMS Reports for ACD Planning’’ describes how to plan and maintain an ACD based on the information provided by these reports DEFINITY Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 1 Issue 2 June 1999 BCMS Description Printing and Storing Reports... level for the split dequeued — Is the number of calls that encountered the split’s queue, but were NOT answered, abandoned, or outflowed This occurs with multiple split queuing For VDNs, BCMS calculates the Percent Within Service Level as follows: accepted * 100 % IN SERV LEVL = calls offered where accepted — Is the number of answered calls (num ans) for which the time to answer was... here refers to the data item on the form of the same name DEFINITY Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 1 Issue 2 June 1999 BCMS Description Acceptable Service Level 1-5 calls offered — Is the total number of completed calls that accessed the VDN during the current interval Acceptable Service Level Administration The Acceptable Service... (it cannot be set if BCMS Service Level is set to n) s No call ended in the interval Issue 2 June 1999 DEFINITY Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 BCMS Description System Capacities 1 1-6 System Capacities The following tables illustrates the feature capacities for BCMS and ACD based on the different switch types and different offer... [INADS] and System Access Terminal [SAT] logins.) Issue 2 June 1999 DEFINITY Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 1 BCMS Description Interactions Table 1-2 1-7 ACD Feature Capacities R6vs/csi/si Item Logged-in ACD agents R6r BCS/GuestWorks Issue 4 R7csi/si R7r BCS/GuestWorks Issue 5 150 150 150 150 Logged-in splits per agent 4 4 4 4 Announcements... BCT s terminal emulation DEFINITY Enterprise Communications Server Release 7 Basic Call Management System (BCMS) Operations 555-230-706 2 Issue 2 June 1999 System Access Logging In and Logging Off 2-2 Typically, one terminal is dedicated to the administration and/or maintenance tasks, while the others are used for the ACD/ BCMS features BCMS Login The switch provides several different categories of login . may prove useful to the system administrator, the Automatic Call Distribution (ACD) split supervisor, the ACD administrator, and ACD agents. Reasons for reissue This document is being reissued. agent to answer a call for a given VDN or hunt group. Timing for a call begins when the call encounters a VDN or enters a hunt group queue. If the number of seconds to answer the call is equal. LEVL accepted * 100 ACDcalls + abandons + outflows + dequeued = % IN SERV LEVL accepted * 100 calls offered = DEFINITY Enterprise Communications Server Release 7 Basic Call Management System