DEFINITY
®
Enterprise Communications Server
Release 7
Basic Call Management System (BCMS)
Operations
555-230-706
Comcode 108485087
Issue 2
June 1999
Copyright 1999, Luc ent Technologies
All Rights Reserved
Printed in U .S.A.
Notice
Every effort was made to ensure that the informa tion in thi s book was
complete and accura te at th e time o f prin tin g. Howev er , in format ion is
subject to change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your tel ec ommunications system
by an unauthorized party, for example, persons other than your com-
pany’s employees, agents, subcontractors, or persons working on your
company’ s beh alf. Not e t hat t her e ma y be a ris k of toll f rau d ass oci at ed
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 confi guring your equipment to prevent unauthorized use. The system manager is also responsibl e for
reading all installation, instruc tion, and system administration doc uments provided with this pro duct in order to fully understand th e fe atures 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 fro m or will prevent unauthorized use of common-carrier telecommun ic ation services or facili ti es accessed through
or connected to it. Lucent Technologies will not be responsible for any
charges that result from such unauthorized use.
Lucent Technologies Fraud I n tervention
If you suspect that you are being victimized by toll fraud and you need
technical support or assistan ce , c al l Technical Service Cen ter Toll
Fraud Intervention Hotline at 1 800 643-2353.
Federal Communica tions Commissi on S ta tement
Part 15: Class A Statement. This equipment has been tested and
found to comply with the limits for a Class A digital device, pursua nt
to Part 15 of the FCC Rules. These limits are designed to provide reasonable 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 interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the
user will be required to correct th e in te rfe re nce at his own expense.
Part 68: Network Registration Number. This equipment is registered
with the FCC in accordan ce with Part 68 o f th e FCC Rules. It is identified by FCC registration number xxx.
Ordering Information
Call: Lucent Technologies Publications Center
Write: Lucent Technologies Publications Center
Order: Document No. 555-230-706
For additional documents, refer to Appe ndi x B, ‘‘References.’’
Y ou can be placed on a standing order list for this and other documents
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account information that you provide. For more information on standing orders, or to be put on a list to receive future issues of this document, contact the Lucent Technologies Publications Ce nt er.
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To receive support on your product, call 1-800-242-2121. Out s ide of
the continental United States, contact your local Lucent Technologies
authorized represen ta ti ve .
European Union Declaration of Conformity
The “CE” mark affixed to the eq uip ment described in this book indi cates that the equipment co nfo r ms to th e following European Union
(EU) Directives:
For more information on standards compliance, contact your l ocal distributor.
Comments
To com men t on this document, return the comment form lo cated at the
back of this book.
Lucent Technologies Web Page
The World Wide Web h om e pa ge 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 De ve lo pment
Organization for Global Learning Solutions
Lucent Technologies Bell Laboratories,
Denver, CO 80234-2703.
Voice 1-800-457-1235 International Voice 317-361-5353
Fax 1-800-457-1764 International Fax 317-361-53 55
P.O. Box 4100
Crawfordsville, IN 47933
Comcode 10848508 7
Issue 2, June 1999
• Electromagnetic Compatibil ity (89/336/EEC)
• Low Voltage (73/23/EEC )
• Telecommunic ations Terminal Equipment (TTE) i-CT R3
BRI and i-CTR4 PRI
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
dépassant les limites applicables aux appareils numériques de la class
A préscrites dans le reglement sur le brouillage radioélectrique édicté
par le ministére des Communications du Canada.
Trademarks
CentreVu, DEFINITY, and GuestWorks are registered trademarks of
Lucent Technologies.
Prologix is a trademark of Lucent Technologies.
érique n’é
met pas de bruits radioélectriques
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
555-230-706
Contents
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
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iii
■ 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 Acce ss 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
Contents
555-230-706
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
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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
Contents
555-230-706
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
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v
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
Contents
555-230-706
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
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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
Contents
555-230-706
Console operations B-8
Hospitality B-9
Non-U.S. audiences B-9
GL Glossary and Abbreviations GL-1
IN Index IN-1
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DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
Contents
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DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
About this Book
555-230-706
About this Book
Overview
Issue 2
June 1999
ixOverview
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
About this Book
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.
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xOrganization
■ 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 feat ure
■ 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: RETU RN
■ Function keys are shown as follows: CANCEL
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
About this Book
555-230-706
Where to find related documents
See Appendix B, ‘‘References’’, for a detailed list of documents related to
DEFINITY ECS. Use these documents to help administer, maintain, and operate
the system.
With each system that is shipped from the factory, you will receive a compact disc
(CD-ROM) that contains most of the supporting documents listed in Appendix B,
‘‘References’’. These documents can be viewed and printed from a personal
computer. The order number for the CD-ROM is 555-230-833.
How to order related documents
To obtain support documentation, contact:
BCS Publications Center
PO Box 4100
Crawfordsville, Indiana 47933-3126
U. S. A.
Issue 2
June 1999
xiWhere to find related documents
In North America: Outside of North America:
1-800-457-1235 or 1-317-322-6791 +1-317-361-5353
FAX 1-800-457-1764 or 1-317-322-6849 FAX +1-317-364-5355
How to comment on this document
Lucent T echnologies welcomes your feedback. Please fill out the reader comment
form and return it. Your comments are of great value and help improve our
documentation.
If the reader comment form is missing, FAX your comments to +1-303-538-1741,
and mention this document’s name and number,
Operations
, (555-230-706, Issue 2).
DEFINITY ECS R7 BCMS
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
About this Book
555-230-706
Issue 2
June 1999
xiiHow to comment on this document
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Description
1
555-230-706
BCMS Description
Overview
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1-1Overview
1
BCMS helps you 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:
■ Monitoring trunk group usage
■ Monitoring the calling volume for each split
■ Monitoring VDNs
■ Monitoring the work load of each agent
■ Comparing agents’ performances.
These reports can be displayed on a video display terminal in real time, printed
immediately, scheduled to print at a later time, or scheduled to print periodically at
times you specify.
NOTE:
All references to splits in this book also apply to skills as used with the
Expert Agent Selection (EAS) feature. However, Offer Category B products
DEFINITY BCS and GuestWorks do not support the EAS feature. Therefore,
if you are using the BCMS feature with DEFINITY BCS or GuestWorks, only
use the term “splits” to define agent groups. See ‘‘Interactions’’ on Page 1-7
for more information.
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Description
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BCMS Reports
The BCMS feature provides the following reports:
1. Real-time reports that present data on:
■ All splits, on a system basis, that are administered for internal
measurements or for both internal and external adjunct
measurement
NOTE:
DEFINITY BCS and GuestWorks does not support an external
adjunct (for example,
■ Individual splits and the agents staffing them that have been
CentreVu
administered for internal or both measurements
■ VDNs that are administered for internal measurement or for both
internal and external measurement.
2. Historical reports that present historical information and can be printed
immediately or scheduled for subsequent printing. These reports present
data on:
®
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1-2BCMS Reports
Call Managmenet System).
■ Individual agents or a group of agents, based on the time of day
■ Individual agents or a group of agents, based on the day of the week
■ Individual splits or a group of splits, based on the time of day
■ Individual splits or a group of splits, based on the day of the week
■ Individual trunk groups or a group of trunk groups, based on the time
of day
■ Individual trunk groups or a group of trunk groups, based on the day
of the week
■ Individual Vector Directory Numbers (VDNs) based on the time of
day
■ Individual VDNs based on the day of the week.
NOTE:
Agents can be measured by their physical extension (that is, the phone
extension they use), or they can be measured by their Login IDs when either
EAS or BCMS/VuStats Login IDs is optioned (EAS, VuStats, and Login IDs
are not supported with DEFINITY BCS and GuestWorks).
Chapter 4, ‘‘BCMS Report Reference’’
Chapter 6, ‘‘Use of BCMS Reports for ACD Planning’’
describes each B CMS re port i n det ail w hile
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
BCMS Description
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Printing and Storing Reports
The BCMS reports may be displayed on the Management Terminal or printed on
its associated printer. The reports also can be scheduled to print at a later time
with the Report Scheduler.
As an option, a personal computer (PC) or host computer may be used to store
the reports and provide additional data manipulation capabilities.
NOTE:
The BCMS software resides completely on the switch and does not include
any special software or unique communications protocol for the PC/host
computer application. Although Lucent Technologies does propose the use
of a PC to collect, store, and print the reports, Lucent Technologies does not
recommend an applications software package for the PC. Since Lucent
Technologies does not install, administer, or control the PC application,
Lucent Technologies does not guarantee correct operation of this
arrangement. Customers using a PC to collect report data will need the
following report output information for each report:
Issue 2
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1-3Printing and Storing Reports
1. Begin with one-half page of line feeds.
2. Print a four-line banner containing the following information:
■ Print job ID
■ Command
■ Time of day
■ User.
3. Provide a form feed.
4. Begin report data using 80 characters per line. Use spaces where there are
no data, and a newline character at the end of each line.
5. Provide a form feed after each page of data. (The page length is defined in
system parameters.)
6. Provide a form feed when the report is finished printing.
BCMS data is stored in volatile switch memory; it cannot be saved to or retrieved
from tape. The switch preserves historical data if a Reset System 1, Reset
System 2, or Reset System Interchange (in a duplicated system) occurs.
Real-time data is preserved if a Reset System 1 or Reset System Interchange
occurs.
The switch loses all data (historical and real-time) during software upgrades.
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Description
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Acceptable Service Level
Before using BCMS, you should understand the concept of Acceptable Service
Level and then set the acceptable service level field on various forms.
NOTE:
Acceptable Service Level is not supported on the DEFINITY BCS and
GuestWorks offers.
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 level can be administered for each hunt group or VDN, if the
BCMS/VuStats Service Level? customer option has been set to
group or VDN is measured by BCMS.
Issue 2
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y
and if the hunt
1-4Acceptable Service Level
To 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:
% IN SERV LEVL
----------------------------------------------------------------------------------------------------------------------- -=
ACDcalls + abandons + outflows + dequeued
accepted * 100
where
accepted — Is the number of calls answered for which the queue time was less
than or equal to the administered service 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:
% IN SERV LEVL
accepted * 100
--------------------------------------- -=
calls offered
where
accepted — Is the number of answered calls (
num ans
) for which the time to
answer was less than or equal to the administered service level for the VDN.
here refers to the data item on the form of the same name.
ans
num
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Description
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555-230-706
calls offered — Is the total number of completed calls that accessed the VDN
during the current interval.
Acceptable Service Level Administration
The
Acceptable Service Level
Customer-Options, VDN, and Hunt Group forms. On the System-Parameters
Customer-Options form (only changeable by a Lucent Technologies technician),
verify that the field BCMS/VuStats Service Level? is set to y.
On the Hunt Group Form, set the Acceptable Service Level field to a
number between 0 and 9999 seconds. Set the Measured field to either internal
or both.
On the Vector Directory Number form, set the Acceptable Service Level field to a
number between 0 and 9999 seconds. Set the Measured field to either internal
or both.
NOTE:
The column % IN SERV LEVL on a report will be blank if:
is administered on the System-Parameters
Issue 2
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1-5Acceptable Service Level
■ The BCMS/VuStats Service Level? field on the Customer Options form is
set to n.
■ No service level is defined for the split or VDN (it cannot be set if BCMS
Service Level is set to n).
■ No call ended in the interval.
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Description
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System Capacities
The following tables illustrates the feature capacities for BCMS and ACD based
on the different switch types and different offer categories. If the capacity differs
between Category A and B, the values in the table are shown as A/B. For
example, the BCMS capacity for Measured splits on an R7csi Category A system
is 99, but the capacity is only 5 for a Category B system.
Table 1-1. BCMS Feature Capacities
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1-6System Capacities
Item
Maximum active maintenance
DEFINITY
ECS
R6vs/csi/si
(BCS/GuestWorks
151 5
DEFINITY
Issue 4)
ECS
R6r
DEFINITY
ECS
R7csi/si
(BCS/GuestWorks
Issue 5)
DEFINITY
ECS
R7r
commands for the system
Maximum agents displayed by
monitor BCMS split command
1
100 100 100 100
Maximum BCMS terminals 3 4 3 4
Maximum simultaneous BCMS
131 3
terminals in monitor mode
Measured agents or login IDs 400/20 2000/20 400/25 2000/25
Measured agents per split 200/20 999/20 200/25 999/25
Measured splits 99/5 600/5 99/5 600/5
Measured trunk groups 32 32 32 32
Measured VDNs 99/4 512/8 99/10 512/20
Reporting periods
Intervals 25 25 25 25
Days 7 7 7 7
1. The Monitor Split command only displays status for the first 100 agents logged into the split
regardless of how many additional agents log into the split.
Maintenance commands and BCMS monitoring sessions compete for the same
access resources: in fact, DEFINITY counts the monitoring session as a
maintenance command. So, for example, you cannot execute a maintenance
command and run a monitoring session simultaneously on a G3si. (The limit for
active maintenance commands is higher on the G3r because this model reserves
two command slots for the Initialization and Administraiton System [INADS] and
System Access Terminal [SAT] logins.)
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Description
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Table 1-2. ACD Feature Capacities
R6vs/csi/si R6r R7csi/si R7r
Item
BCS/GuestWorks Issue 4 BCS/GuestWorks Issue 5
Logged-in ACD agents 150 150 150 150
Logged-in splits per agent 4 4 4 4
Announcements per split 2 2 2 2
Announcements per system 128 256 128 256
Queue slots per group 200 999 200 999
Queue slots per system 1500 15000 1500 15000
Splits 99 600 99 600
ACD members per split 200 999 200 999
Split members per system 150 150 150 150
Measured agents 20 20 25 25
Issue 2
1-7Interactions
Interactions
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
■ VuStats.
When using this BCMS Operations document with an Offer Category B product,
you should ignore references to these features.
®
Call Management System (CMS)
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Description
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Interactions With External CentreVu CMS
From the administration perspective, the ACD parameters associated with trunk
groups, hunt groups, and VDNs are any of the following:
■ Not measured
■ Internally measured by BCMS
Issue 2
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1-8Interactions
■ Externally measured by
■ Measured both internally by BCMS and externally by
Note that using BCMS in conjunction with
number of agents and trunk groups that can be measured for a particular ACD
application. In other words, the capacities for BCMS are additive to those of
CentreVu
CMS.
NOTE:
If both BCMS and
performance may be degraded.
Interactions with VuStats
VuStats enables agents and supervisors with telephone displays to view data
about agents, splits, and VDNs. Much of this information is the same as that
provided by BCMS.
CentreVu
CentreVu
CMS
CentreVu
CentreVu
CMS increase s t he m aximu m
CMS.
CMS are used simultaneously, switch
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
System Access
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System Access
Logging In and Logging Off
A BCMS terminal is considered to be a remote Management Terminal. You can
access BCMS reports either from a Management Terminal (local) or on a dial-up
(remote) basis. When dial-up access is used, the following constraints affect the
number of terminals that can access BCMS data simultaneously:
Issue 2
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2-1Logging In and Logging Off
2
■ The number of dial-up (Netcon) channels. (vs/si only)
■ The number of T erminal User IDs (TUIs). A TUI is a switch resource used
by:
— the Lucent Technologies Technical Service Center (TSC) when
logged in
— the Management Terminal when powered up
— a remote Management Terminal when logged in
— a BCMS terminal when logged in
— the system printer while printing
— journal/log printer.
When the switch is configured with more than one Management Terminal, you
may use one of the following terminal types to access the BCMS feature:
■ 4410
■ 4425
■ 513
■ 610
■ 615
■ 715 BCT
■ terminal emulation.
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
System Access
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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 names. The login name
identifies the user and his or her permitted capabilities to the system. Generally,
each category permits unique capabilities (and restrictions). You must create a
login for each supervisor or other user that you want to view BCMS reports. A
BCMS login can allow you to display, print, and schedule BCMS reports.
Logging In
There are two types of terminal configurations for logging into BCMS: a remote
and a local. Although both configurations use the same types of terminals, the
remote terminal requires a data module for dialing up the system.
!
CAUTION:
If you change your BCMS log-in, all scheduled reports must be rescheduled
under the new login in order to run.
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Logging In from a Local Terminal
To log into BCMS from a local terminal, perform the following steps:
1. Turn on the terminal (if required) and press
displayed).
— The screen displays the following prompt:
Login:
2. Enter the appropriate login and press
— The screen displays the following prompt:
Password:
3. Enter your password and press
password is not displayed as you type it. The system verifies that the login
and password you entered are valid.
— If you entered an invalid login or password, the system displays the
following message and prompt:
INCORRECT LOGIN
Login:
Repeat Steps 2 and 3.
BREAK (if no prompt is
RETURN.
RETURN. For security reasons, the
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— If you entered the correct login and associated password, the screen
displays the following prompt:
Terminal Type (Enter 513, 715, 4410, 4425, VT220):
[513]
Proceed to Step 4.
4. Enter the appropriate terminal type:
■ If you are using a 513 terminal, just press RETURN. 513 (which is
displayed in brackets on the screen) is the default.
■ If you are using a 4410 terminal, enter 4410 and press RETURN.
■ If you are using a 4425 terminal, enter 4425 and press RETURN.
■ If you are using a 610 or 615 MT terminal that has a 513 emulation
cartridge, just press
■ If you are using a 610 or 615 MT that does not have the 513
RETURN.
emulation cartridge, enter 4410 and press
■ If you are using a 715 BCT terminal, enter 715 and press RETURN.
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2-3Logging In and Logging Off
RETURN.
After you enter the appropriate terminal type, the system displays the
following prompt:
enter command:
The system is now ready for you to enter a command to generate a BCMS
report.
Logging In from a Remote Terminal
To log into BCMS from a remote terminal, perform the following steps:
1. Turn on the terminal and press
— The screen displays the following prompt:
Dial:
2. Enter the hunt group extension number for the Netcon channels and press
RETURN.
— The screen displays the following prompt:
Login:
3. Enter the appropriate login and press
— The screen displays the following prompt:
Password:
BREAK (if no prompt is displayed).
RETURN.
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4. Enter your password and press RETURN.
For security reasons, the password is not displayed as you type it. The
system verifies that the login and password you entered are valid.
— If you entered an invalid login or password, the system displays the
following message and prompt:
INCORRECT LOGIN
"Login:
Repeat Steps 3 and 4.
— If you entered the correct login and associated password, the screen
displays the following prompt:
Terminal Type (Enter 513, 715, 4410, 4425, VT220):
[513]
Proceed to Step 5.
5. Enter the appropriate terminal type:
■ If you are using a 513 terminal, just press RETURN. 513 (which is
displayed in brackets on the screen) is the default.
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Logging Off
Whenever you are not using the terminal, log off the system. To log off the system,
perform the following steps:
■ If you are using a 4410 terminal, enter 4410 and press RETURN.
■ If you are using a 4425 terminal, enter 4425 and press RETURN.
■ If you are using a 610 or 615 MT terminal that has a 513 emulation
cartridge, just press
■ If you are using a 610 or 615 MT that does not have the 513
emulation cartridge, enter 4410 and press
■ If you are using a 715 BCT, enter 715 and press RETURN.
RETURN.
RETURN.
After you enter the appropriate terminal type, the system displays the
following prompt:
enter command:
The system is now ready for you to enter a command to generate a BCMS
report.
1. Type logoff.
2. Press
RETURN.
The switch automatically disconnects the terminal.
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How to Change the BCMS Password
Any user can change the password for the login they have been assigned to view
BCMS reports. The System Manager (or any user with special privileges) can
change the password for other users.
The password should be changed at regular intervals and:
■ Each time a new person takes over a login name
■ If an unauthorized person has discovered the password
Once a password is assigned or changed, keep the following in mind:
■ Do not give the password to anyone
■ Keep the written password in a locked place
To change a password, perform the following steps:
1. At th e enter command: prompt, enter change password <login name>
and press
RETURN.
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2-5How to Change the BCMS Password
— The system displays the Password Administration screen (Screen
2-1). The cursor is positioned on the Password of Login
Making Change: field.
change password bcms Page 1 of 1
Password of Login Making Change:
LOGIN BEING ADMINISTERED
LOGIN’S PASSWORD INFORMATION
Reenter Login’s Password:
Password Aging Cycle Length (Days): 120
LOGOFF NOTIFICATION
Facility Test Call Notification? y Acknowledgment Required? y
Remote Access Notification? y Acknowledgment Required? y
LOGIN ADMINISTRATION
Login’s Name:
Login Type:
Service Level:
Login’s Password:
Screen 2-1. Password Change Screen
2. Enter your current password and press
RETURN.
— The cursor is positioned on the Login’s Password: field.
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3. Enter your new password and press RETURN.
NOTE:
Valid passwords contain four to seven alphabetic or numeric
characters, or a combination of alphabetic and numeric characters.
— The cursor is positioned on the Reenter Login’s Password:
field.
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2-6How to Change the BCMS Password
4. Re-enter your new password and press
— The system displays the following prompt:
command completed successfully
command:
ENTER.
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Generating BCMS Reports
Overview
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3
This chapter describes the procedures for displaying and printing real-time reports
and for displaying, printing, and scheduling historical reports. It is assumed that a
system printer has been connected and administered before attempting to print
these reports.
Displaying and Printing Real-Time Reports
The monitor command is used to display and print real-time status reports. These
reports display data accrued since the last interval boundary. Data is based on
hourly or half-hourly intervals as administered in the “BCMS/VuStats
Measurement Interval” field on the Feature-Related System Parameters screen.
There are three monitor commands, one to display or print each real-time report:
■ bcms split
■ bcms system
■ bcms vdn.
Whenever a status report is displayed on the Management Terminal, it updates
automatically approximately every 30 seconds. You can immediately update the
on-screen status report by pressing
return to the command prompt, press
than one page, press
to display any previous pages.
NEXTPAGE to display any subsequent pages and PREVPAGE
UPDATE. To cancel the monitor command and
CANCEL. If the status report consists of more
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If you incorrectly enter the command, or if the qualifier is not applicable or is not
measured, an error message appears on the message line, located on the bottom
of the screen. If you require more information about the error message, press
HELP.
Complete the steps in the following sections to display or print real-time reports.
Displaying Real-Time Reports
To display a real-time report, complete the following procedures.
1. Type the monitor command that will display the report you want to view.
See Table 3-1
.
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2. Press
3. Press the
RETURN. The report appears on your screen.
NEXTPAGE key to display subsequent pages and the PREVPAGE
key to display previous pages if appropriate.
4. To immediately update the report data, press
5. To exit the report, press
:
CANCEL.
UPDATE.
Table 3-1. Commands for Displaying Real-Time Reports
To Vi e w t he Ty pe W he re
Split Status Report monitor bcms split ## ## is an administered split
measured by BCMS.
System Status Report monitor bcms system ## ## is an administered split or
range of splits measured by
BCMS. ## is optional. If not
included, the report shows all
splits.
VDN Status Report monitor bcms vdn ## ## is an administered VDN
extension measured by BCMS.
Printing Real-Time Reports
To print a real-time report, complete the following procedures.
1. Type the monitor command that will print the report. See Table 3-2
2. Press
RETURN. The report prints on the printer that is attached to your
terminal.
.
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Table 3-2. Commands for Printing Real-Time Reports
To Vi e w t he Ty pe W he re
Split Status Report monitor bcms split ## print ## is an administered split
measured by BCMS.
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System Status Report monitor bcms system ##
print
## is an administered split or
range of splits measured by
BCMS. ## is optional. If not
included, the report shows all
splits.
VDN Status Report monitor bcms vdn ## print ## is an administered VDN
extension measured by BCMS.
Displaying, Printing, and Scheduling Historical Reports
The list commands are used to display historical information for agents, splits,
trunk groups, and VDNs. There are eight secondary list commands:
■ bcms agent
■ bcms summary agent
■ bcms split
■ bcms summary split
■ bcms trunk
■ bcms summary trunk
■ bcms vdn
■ bcms summary vdn.
With these commands, you can specify:
■ Whether you want data that is collected during a specified range of dates
or during a specified period of time. Data collected during a specified
period of time is based on hourly or half-hourly intervals as administered in
the “BCMS/VuStats Measurement Interval” field on the Feature-Related
System Parameters screen.
!
CAUTION:
The switch stores time interval data in a time database that holds a
maximum of 25 intervals. Data for the 26th interval overwrites the first
interval in the time database (and so on). Therefore, if the half-hour
option is selected, care should be exercised to ensure that time
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interval reports are run while the data for the desired interval is still
available in the time database. For example, if you select the
half-hour option, print the report twice daily to ensure that you do not
lose information.
■ The times or days for which you wish to see data.
■ The system to immediately display the report on your terminal.
■ The system to print the report. If you include print at the end of the
command, the system will immediately print the report to the printer
attached to the management terminal. If you include schedule at the end
of the command, the system will allow you to schedule the report to print to
the system printer immediately (immediate), at a later time (deferred), or
routinely at specified times (scheduled).
Complete the steps in the following sections to display, print, or schedule historical
reports.
Displaying Historical Reports
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To display an historical report, complete the following procedures.
1. Type the list command that will display the report you want to view. See
Table 3-3
2. Press
3. Press the
.
RETURN. The report appears on your screen.
NEXTPAGE key to display subsequent pages and the PREVPAGE
key to display previous pages if appropriate.
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Table 3-3. Commands for Displaying Historical Reports
To Vi e w t he Typ e Wh er e
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Agent Report
(hourly/half-hourly)
list bcms agent ## time
staffed xx:xx xx:xx
Agent Report (daily) list bcms agent ## day
staffed xx/xx xx/xx
Agent Summary Report
(hourly/half-hourly)
list bcms summary agent
## time staffed xx:xx xx:xx
## is a valid agent extension or
login ID measured by BCMS.
staffed lists data only for the
intervals that the agent has
staffed time.
The first xx:xx is the start time.
The second xx:xx is the stop time.
Both are in military time.
## is a valid agent extension or
login ID measured by BCMS.
staffed list s da t a on l y f o r t h e da ys
that the agent has staffed time.
The first xx/xx is the start day.
The second xx/xx is the stop day.
## is a valid agent extension or
login ID or range of extensions/
login IDs measured by BCMS.
staffed lists data only for agents
with staffed time.
The first xx:xx is the start time.
The second xx:xx is the stop time.
Both are in military time.
Agent Summary Report
(daily)
Split Report
(hourly/half-hourly)
list bcms summary agent
## day staffed xx/xx xx/xx
list bcms split ## time xx:xx
xx:xx
## is a valid agent extension or
login ID or range of extensions/
login IDs measured by BCMS.
staffed lists data only for agents
with staffed time.
The first xx/xx is the start day.
The second xx/xx is the stop day.
## is an administered split
measured by BCMS.
The first xx:xx is the start time.
The second xx:xx is the stop time.
Both are in military time.
Continued on next page
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Table 3-3. Commands for Displaying Historical Reports — Continued
To Vi e w t he Typ e Wh er e
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Split Report (daily) list bcms split ## day xx/xx
xx/xx
Split Summary Report
(hourly/half-hourly)
Split Summary Report
(daily)
Trunk Group Report
(hourly/half-hourly)
Trunk Group Report
(daily)
list bcms summary split ##
time xx:xx xx:xx
list bcms summary split ##
day xx/xx xx/xx
list bcms trunk ## time
xx:xx xx:xx
list bcms trunk ## day xx/xx
xx/xx
## is an administered split
measured by BCMS.
The first xx/xx is the start day.
The second xx/xx is the stop day.
## is an administered split or
range of splits measured by
BCMS.
The first xx:xx is the start time.
The second xx:xx is the stop time.
Both are in military time.
## is an administered split or
range of splits measured by
BCMS.
The first xx/xx is the start day.
The second xx/xx is the stop day.
## is a trunk group measured by
BCMS.
The first xx:xx is the start time.
The second xx:xx is the stop time.
Both are in military time.
## is a trunk group measured by
BCMS.
Trunk Group Summary
Report
(hourly/half-hourly)
Trunk Group Summary
Report (daily)
list bcms summary trunk ##
time xx:xx xx:xx
list bcms summary trunk ##
day xx/xx xx/xx
The first xx/xx is the start day.
The second xx/xx is the stop day.
## is a trunk group or range of
trunk groups measured by BCMS.
The first xx:xx is the start time.
The second xx:xx is the stop time.
Both are in military time.
## is a trunk group or range of
trunk groups measured by BCMS.
The first xx/xx is the start day.
The second xx/xx is the stop day.
Continued on next page
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Table 3-3. Commands for Displaying Historical Reports — Continued
To Vi e w t he Typ e Wh er e
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VDN Report
(hourly/half-hourly)
list bcms vdn ##### time
xx:xx xx:xx
VDN Report (daily) list bcms vdn ##### day
xx/xx xx/xx
VDN Summary Report
(hourly/half-hourly)
VDN Summary Report
(daily)
list bcms summary vdn
##### time xx:xx xx:xx
list bcms summary vdn
##### day xx/xx xx/xx
## 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.
## is an administered VDN
extension measured by BCMS.
The first xx/xx is the start day.
The second xx/xx is the stop day.
## 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.
## 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.
Continued on next page
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Printing Historical Reports
If you do not have a printer directly connected to your terminal, see ‘‘Scheduling
Historical Reports’’ on page 3-11.
To print an historical report, complete the following procedures.
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1. Type the list command for the report that you want to print. See Table 3-4
2. Press
RETURN. The report prints on the printer that is attached to your
terminal.
Table 3-4. Commands for Printing Historical Reports
To Print the Type Where
Agent Report
(hourly/half-hourly)
list bcms agent ## time
staffed xx:xx xx:xx print
## is a valid agent extension or
login ID measured by BCMS.
staffed prints data only for the
intervals that the agent has staffed
time.
The first xx:xx is the start time. The
second xx:xx is the stop time. Both
are in military time.
Agent Report (daily) list bcms agent ## day
staffed xx/xx xx/xx print
## is a valid agent extension or
login ID measured by BCMS.
staffed prints data only for the days
that the agent has staffed time.
The first xx/xx is the start day. The
second xx/xx is the stop day.
.
Agent Summary
Report
(hourly/half-hourly)
list bcms summary agent
## time staffed xx:xx
xx:xx print
## is a valid agent extension or
login ID or range of extensions/
login IDs m easured by BCMS.
staffed prints data only for agents
with staffed time.
The first xx:xx is the start time. The
second xx:xx is the stop time. Both
are in military time.
Continued on next page
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Table 3-4. Commands for Printing Historical Reports — Continued
To Print the Type Where
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Agent Summary
Report (daily)
list bcms summary agent
## day staffed xx/xx xx/xx
print
Split Report
(hourly/half-hourly)
list bcms sp lit ## time
xx:xx xx:xx print
Split Report (daily) list bcms split ## day
xx/xx xx/xx print
Split Summary Report
(hourly/half-hourly)
list bcms summary split
## time xx:xx xx:xx print
## is a valid agent extension or
login ID or range of extensions/
login IDs m easured by BCMS.
staffed prints data only for agents
with staffed time.
The first xx/xx is the start day. The
second xx/xx is the stop day.
## is an administered split
measured by BCMS.
The first xx:xx is the start time. The
second xx:xx is the stop time. Both
are in military time.
## is an administered split
measured by BCMS.
The first xx/xx is the start day. The
second xx/xx is the stop day.
## is an administered split or range
of splits measured by BCMS.
The first xx:xx is the start time. The
second xx:xx is the stop time. Both
are in military time.
Split Summary Report
(daily)
Trunk Group Report
(hourly/half-hourly)
Trunk Group Report
(daily)
list bcms summary split
## day xx/xx xx/xx print
list bcms trunk ## time
xx:xx xx:xx print
list bcms trunk ## day
xx/xx xx/xx print
## is an administered split or range
of splits measured by BCMS.
The first xx/xx is the start day. The
second xx/xx is the stop day.
## is a trunk group measured by
BCMS.
The first xx:xx is the start time. The
second xx:xx is the stop time. Both
are in military time.
## is a trunk group measured by
BCMS.
The first xx/xx is the start day. The
second xx/xx is the stop day.
Continued on next page
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Table 3-4. Commands for Printing Historical Reports — Continued
To Print the Type Where
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Trunk Group
Summary Report
list bcms summary trunk
## time xx:xx xx:xx print
(hourly/half-hourly)
Trunk Group
Summary Report
list bcms summary trunk
## day xx/xx xx/xx print
(daily)
VDN Report
(hourly/half-hourly)
list bcms vdn ##### time
xx:xx xx:xx print
VDN Report (daily) list bcms vdn ##### day
xx/xx xx/xx print
VDN Summary Report
(hourly/half-hourly)
list bcms summary vdn
##### time xx:xx xx:xx
print
## is a trunk group or range of
trunk groups measured by BCMS.
The first xx:xx is the start time. The
second xx:xx is the stop time. Both
are in military time.
## is a trunk group or range of
trunk groups measured by BCMS.
The first xx/xx is the start day. The
second xx/xx is the stop day.
## 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.
## is an administered VDN
extension measured by BCMS.
The first xx/xx is the start day. The
second xx/xx is the stop day.
## is an administered VDN
extension or range of extensions
measured by BCMS.
VDN Summary Report
(daily)
list bcms summary vdn
##### day xx/xx xx/xx
print
The first xx:xx is the start time. The
second xx:xx is the stop time. Both
are in military time.
## 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.
Continued on next page
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Scheduling Historical Reports
The Report Scheduler allows you to schedule the day or days for the system to
print the report. If you do not have a printer directly connected to your terminal,
you can use the Report Scheduler feature to print the report immediately to the
system printer. For more detailed information about the Report Scheduler, see
Chapter 5, ‘‘System Printer and Report Scheduler’’
To schedule an historical report, complete the following procedures.
.
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1. Type the list command that will schedule the report. See Table 3-5
2. Press
RETURN.
— The Report Scheduler form appears on your screen. The cursor is
located in the Print Interval: field.
list bcms agent ## time xx:xx xx:xx
Page 1
Date: 11:00 pm MON APR 23, 1990
Job Id: 1 Job Status: none
Command: list bcms agent ## time xx:xx xx:xx
Print Interval: immediate
REPORT SCHEDULER
Screen 3-1. Report Scheduler Form
NOTE:
If you do not have a printer directly connected to your terminal, you
can immediately print the report to the system printer by pressing
ENTER.
.
3. Enter schedule and press
—The Print Time: field appears beneath the Print
Interval: field, and fields for each day of the week appear at the
bottom of the form. The cursor is located in the Print Time:
field.
RETURN.
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list bcms agent ## time xx:xx xx:xx
Page 1
Date: 11:00 pm MON APR 23, 1990
Job Id: 1 Job Status: none
Command: list bcms agent ## time xx:xx xx:xx
Print Interval: scheduled
Print Time: xx:xx
Sun: n Mon: n Tue: n Wed: n Thu: n Fri: n Sat: n
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REPORT SCHEDULER
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Screen 3-2. Report Scheduler Form with the Print Interval Set to
4. Enter the time you want the report printed and press RETURN.
— The cursor moves to the Sun: field.
5. Enter y for the day(s) you want the report printed. Use
cursor to the next field.
6. When you are finished, press
ENTER.
— The report has been scheduled, and the system presents the enter
command: prompt.
!
CAUTION:
If you change your BCMS log-in, all scheduled reports must be rescheduled
under the new login in order to run.
NOTE:
The commands for scheduling historical reports also can be used to defer
printing of a report to a later time. See ‘‘Report Scheduler’’ on page 5-3
more information.
scheduled
RETURN to move the
for
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Table 3-5. Commands for Scheduling Historical Reports
To Print the Type Where
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Agent Report
(hourly/half-hourly)
list bcms agent ## time
staffed xx:xx xx:xx
schedule
Agent Report (daily) list bcms agent ## day
staffed xx/xx xx/xx
schedule
Agent Summary
Report
(hourly/half-hourly)
list bcms summary agent
## time staffed xx:xx xx:xx
schedule
## is a valid agent extension or
login ID measured by BCMS.
staffed prints data only for the
intervals that the agent has staffed
time.
The first xx:xx is the start time.
The second xx:xx is the stop time.
Both are in military time.
## is a valid agent extension or
login ID measured by BCMS.
staffed prints data only for the
days that the agent has staffed
time.
The first xx/xx is the start day. The
second xx/xx is the stop day.
## is a valid agent extension or
login ID or range of extensions/
login IDs measured by BCMS.
staffed prints data only for agents
with staffed time.
The first xx:xx is the start time.
The second xx:xx is the stop time.
Both are in military time.
Agent Summary
Report (daily)
Split Report
(hourly/half-hourly)
list bcms summary agent
## day staffed xx/xx xx/xx
schedule
list bcms split ## time
xx:xx xx:xx schedule
## is a valid agent extension or
login ID or range of extensions/
login IDs measured by BCMS.
staffed prints data only for agents
with staffed time.
The first xx:xx is the start day. The
second xx:xx is the stop day.
## is an administered split
measured by BCMS.
The first xx:xx is the start time.
The second xx:xx is the stop time.
Both are in military time.
Continued on next page
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Table 3-5. Commands for Scheduling Historical Reports — Continued
To Print the Type Where
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Split Report (daily) list bcms split ## day
xx/xx xx/xx schedule
Split Summary Report
(hourly/half-hourly)
list bcms summary split
## time xx:xx xx:xx
schedule
Split Summary Report
(daily)
list bcms summary split
## day xx/xx xx/xx
schedule
Trunk Group Report
(hourly/half-hourly)
Trunk Group Report
(daily)
list bcms trunk ## time
xx:xx xx:xx schedule
list bcms trunk ## day
xx/xx xx/xx schedule
## is an administered split
measured by BCMS.
The first xx/xx is the start day. The
second xx/xx is the stop day.
## is an administered split or
range of splits measured by
BCMS.
The first xx:xx is the start time.
The second xx:xx is the stop time.
Both are in military time.
## is an administered split or
range of splits measured by
BCMS.
The first xx/xx is the start day. The
second xx/xx is the stop day.
## is a trunk group measured by
BCMS.
The first xx:xx is the start time.
The second xx:xx is the stop time.
Both are in military time.
## is a trunk group measured by
BCMS.
Trunk Group Summary
Report
(hourly/half-hourly)
Trunk Group Summary
Report (daily)
list bcms summary trunk
## time xx:xx xx:xx
schedule
list bcms summary trunk
## day xx/xx xx/xx
schedule
The first xx/xx is the start day. The
second xx/xx is the stop day.
## is a trunk group or range of
trunk groups measured by BCMS.
The first xx:xx is the start time.
The second xx:xx is the stop time.
Both are in military time.
## is a trunk group or range of
trunk groups measured by BCMS.
The first xx/xx is the start day. The
second xx/xx is the stop day.
Continued on next page
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Table 3-5. Commands for Scheduling Historical Reports — Continued
To Print the Type Where
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VDN Report
(hourly/half-hourly)
list bcms vdn ##### time
xx:xx xx:xx schedule
VDN Report (daily) list bcms vdn ##### day
xx/xx xx/xx schedule
VDN Summary Report
(hourly/half-hourly)
list bcms summary vdn
##### time xx:xx xx:xx
schedule
VDN Summary Report
(daily)
list bcms summary vdn
##### day 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.
## is an administered VDN
extension measured by BCMS.
The first xx/xx is the start day. The
second xx/xx is the stop day.
## 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.
## 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.
Continued on next page
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3-16Displaying, Printing, and Scheduling Historical Reports
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BCMS Report Reference
Overview
Issue 2
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4-1Overview
4
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’’
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.
for
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Table 4-1. BCMS Administration Commands
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4-2Overview
BCMS Administration Commands
1
Action Object Qualifiers
monitor bcms split split number [print]
bcms system [split number]
2
[print]
bcms vdn extension2 [print]
list bcms agent ext.|loginID
3
[time] [staffed] [start time] [stop time] [print|sched ule]2
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]
2 3
bcms summary agent ext.|loginID
[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
bcms summary split split number
2
[time] [start time] [stop time] [print|schedule]
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
bcms summary trunk group number
2
[time] [start time] [stop time] [print|schedule]
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 extension2 [day] [start day] [stop day] [print|schedule]
1. Items depicted within brackets, such as [print], are optional.
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.
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.)
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Real-Time Reports
BCMS provides three real-time reports:
■ BCMS Split Status
■ BCMS System Status
■ BCMS 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
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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
beginning of the next interval, the report resets.
UPDATE. At the
DEFINITY Enterprise Communications Server Release 7 Basic Call
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Sample Report
monitor bcms split 30
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
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
BCMS SPLIT (AGENT) STATUS
ACD EXT IN EXT OUT
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Screen 4-1. BCMS Split Status Report Screen
*
An asterisk precedes the
Calls Waiting
Direct Agent calls.
&The
LOGIN ID
parameter is set to
column is empty if the BCMS login system
no.
$ If name is not administered, this column is blank for the agent.
Split is displayed as “Skill” when EAS is optioned (EAS and skills are not
supported with DEFINITY BCS and GuestWorks).
field if any of the calls are
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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 Waiting The 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.
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Acceptable
Service Level
% Within
Service Level
The 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.
The 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
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Table 4-2. Split Status Report Header Definitions — Continued
Header Definition
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.
4-6Real-Time Reports
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:
■ Are on a call from another split
■ Are in ACW work mode for another split
■ Have placed a call on HOLD and made no other state selections
■ Have a call ringing at their telephones
■ Are 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 NAME The 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.
Continued on next page
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Table 4-2. Split Status Report Header Definitions — Continued
Header Definition
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.
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EXT OUT
CALLS
The 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.
Continued on next page
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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
of the time interval (for example, hour or half-hour).
NOTE:
When analyzing this report, keep the following things in mind:
UPDATE. This report is reset at the beginning
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■ All averages are for completed calls only.
■ A 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.
■ Asterisks indicate that the maximum for the associated field has been
exceeded.
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Sample Report
monitor bcms system
BCMS SYSTEM STATUS
Date: 12:53 MON MAY 15, 1995
Issue 2
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SPLIT NAME WAIT CALL ANS AGENT CALLS TIME CALLS TIME CALL LEVL
CALLS OLDEST SPEED AVAIL ABAND ABAND ACD TALK AFTER SERV
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
AVG AVG AVG AVG % IN
Screen 4-2. BCMS System Status Report Screen
&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).
Header Definitions
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
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Table 4-3. System Status Report Header Definitions — Continued
Header Definition
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AVG SPEED
ANS
The 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:
AVG SPEED ANS =
Sum of Each Completed Call’s Time In Queue + Time Ringing
-------------------------------------------------------------------------------------------------------------------------------------------------------------------Total Number of ACD Calls Answered
Keep the following things in mind:
■ Calls 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.
■ A 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.
■ Asterisks 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
TIME
The 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:
AVG ABAND TIME
------------------------------------------------------------------------------------------=
Total Number of Abandoned Calls
Total Abandon Time
This value does not include time spent listening to a forced first
announcement or calls that
abandon
while listening to a forced first
announcement.
Continued on next page
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Table 4-3. System Status Report Header Definitions — Continued
Header Definition
ACD CALLS The number of ACD calls completed during the current interval. This
number also includes those calls that flow in from other splits.
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AVG TALK
TIME
AVG AFTER
CALL
% IN SERV
LEVL
The 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 TALK TIME
----------------------------------------------------------------------------------------------------=
Total Number of ACD Calls Answered
Total ACD Talk Time
The averag e ACW t ime for call -relat ed ACW tim e comple ted by agen ts
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:
AVG AFTER CALL
Total Call-Related ACW Time
------------------------------------------------------------------------------------------------------- -=
Number of Call-Related ACW Sessions
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.
The percentage of calls answered within the administered service level
for this split. Calculation is based on the following
% IN SERV LEVL
----------------------------------------------------------------------------------------------------------------------- -=
ACDcalls + abandons + outflows + dequeued
accepted * 100
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.
Continued on next page
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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
monitor bcms vdn 12345-12349
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.
BCMS VECTOR DIRECTORY NUMBER STATUS
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
Date: 15:30 Mon May 15, 1995
Screen 4-3. BCMS VDN Status Report Screen
* Indicates that the VDN name is not administered for the VDN;
default extension is as shown.
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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
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 process i ng, and ringi ng at an agent’s stati on.
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).
where “
XXXXX”
is the
4-13Real-Time Reports
AVG SPEED
ANS
The 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:
AVG SPEED ANS
--------------------------------------------------------------------------------------------------------------=
Total ACD Calls + Total CONNect CALLS
Total Answer Time
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
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Table 4-4. VDN Status Report Header Definitions — Continued
Header Definition
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AVG ABAND
TIME
AVG
TALK/HOLD
The average time abandoned calls waited before abandoning during the
current period. The calculation is:
AVG ABAND TIME
Total Abandon Time
------------------------------------------------------------=
Total Calls Abandoned
The 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:
AVG TALK/HOLD
Total Talk Time
---------------------------------------- -=
ACD Calls
CONN CALLS The number of completed calls that were routed to a station, attendant,
announcement, messaging skill, or call pickup and were answered there.
Continued on next page
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Table 4-4. VDN Status Report Header Definitions — Continued
Header Definition
FLOW OUT The number of calls that were routed to another VDN or to a trunk,
including successful look-ahead attempts.
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CALLS
BUSY/DISC
% IN SERV
LEVL
The number of calls that were forced busy or forced disconnect during the
current interval. This value includes:
■ calls that encountered a busy or disconnect vector step
■ calls disconnected by a stop ve ctor step
■ calls forwarded to a split or skill with a full queue
■ calls forwarded to a split or skill with no available agents and no
queue
This value does not include aban don ed calls .
The percent of calls offered that completed and were answered within the
acceptable service level defined on the VDN form. The calculation is:
% IN SERV LEVL
accepted * 100
--------------------------------------- -=
calls offered
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
Service Level
has been administered on the VDN form.
Acceptable
NOTE:
Not available with DEFINTY BCS and Guestworks.
Continued on next page
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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:
■ Agent
■ Agent Summary
■ Split
■ Split Summary
■ Trunk Group
■ Trunk Group Summary
■ VDN
■ VDN Summary.
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4-16Historical Reports
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
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 [ d ay] [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
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 comma nd.
time
nor
day
is specified,
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When analyzing this report, keep the following in mind:
■ All averages are for completed calls only.
■ A 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.
■ Asterisks indicate that the maximum for the associated field has been
exceeded.
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Sample Reports
list bcms agent 4222 8:00
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Agent: 4222
Agent Name: s-jones
BCMS AGENT REPORT
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TIME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME
ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD
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
AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL
Screen 4-4. BCMS Agent Report — Hourly
list bcms agent 4222 day 5/13
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
BCMS AGENT REPORT
Screen 4-5. BCMS Agent Report — Daily
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Issue 2
June 1999
Header Definitions
Table 4-5. Agent Report Header Definitions
Header Definition
Agent The extension or login ID of the agent.
Agent Name The name of the agent. If no name is administered, the agent’s extension
is displayed in the form
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 earliest time interval (either hour or
half-hour). If no start time is given, the oldest time interval is the default. 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
include a start day or stop day, the report displays data accrued for the
previous 6 days and data accrued through the most recently completed
interval (hour or half-hour) for the current day.
EXT 65432.
day
in the command and do not
4-19Historical Reports
ACD CALLS The number of ACD calls answered by this agent for all splits during the
reporting interval. This value includes calls that flowed in from other splits
and Direct Agent calls.
AVG TALK
TIME
The average duration of ACD calls for all splits the agent was logged into.
This value includes time spent talking but does not include the amount of
time the agent was holding an ACD call or ring time at the agent’s
telephone. The calculation is:
Total ACD Talk Time
TOTAL
AFTER CALL
AVG TALK TIME
----------------------------------------------------------------------------------------------------=
Total Number of ACD Calls Answered
The total amount of time that the agent spent in call-related or
non-call-related ACW work states for all splits during the reporting
interval. This includes time agents spent on extension-in and
extension-out calls while in the ACW work mode. If an agent entered
ACW in one interval, but ended ACW in another interval, the appropriate
amount of ACW time is credited to each of the intervals.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
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Table 4-5. Agent Report Header Definitions — Continued
Header Definition
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TOTAL AVAIL
TIME
TOTAL
AUX/OTHER
The sum of the time that the agent was available to receive ACD calls
during the reporting interval. During this time, the agent:
■ Was in Auto-In or Manual-In work mode for at least one split.
■ Was not in ACW in any split.
■ Was not on any call or placing any call (unless Multiple Call
Handling [MCH] is active).
■ Did not have ringing calls.
The total time that this agent was unavailable to receive calls in any split
during the reporting interval.
A split totals AUX TIME whenever any agent is logged into the split and:
■ Receives an EXTN call while in AUX or AVAIL state.
■ Makes an EXTN call while in AUX or AVAIL state.
■ Hits his/her AUX button.
Note that if the agent was in Other for all logged-in splits, that time is
reflected here. For example, ringing calls can cause several seconds of
AUX/OTHER time to accrue.
For the agent report, any non-ACD call time is also totaled in the AVG
EXTN TIME column. Two points of contrast are:
1. The measurement TOT AL AUX/OTHER is time-interval based, rather
than being call-related. For example, assuming that the previously
identified stipulations are met, then if the agent is in AUX from 9:55 to
10:05, 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.
2. The measurement A VG EXTN TIME is call related. For example, if an
agent is on a non-ACD call from 9:55 to 10:05, the call and 10
minutes of EXTN time is recorded in the 10:00 to 11:00 time interval.
Because the agent report includes some call-related items, the sum of all
items for a given hour may not exactly equal 60 minutes.
EXTN CALLS The total number of non-ACD incoming and outgoing calls for this agent
during the reporting interval. Only those non-ACD calls that are originated
and/or received while the agent is logged into at least one split are
counted.
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.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Table 4-5. Agent Report Header Definitions — Continued
Header Definition
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AVG EXTN
TIME
The average amount of time that the agent spent on non-ACD calls while
logged into at least one split during the reporting interval. This average
does not include time when the agent was holding the EXTN call. The
calculation is:
AVG EXTN TIME
Total Ext Time
------------------------------------------------------------------- -=
Total Number of Ext Calls
If an extension-in call is active for less than the time set for the Abandon
Call Timer, the call will not be counted and the duration of the call will be
counted as AUX/OTHER time.
TOTAL TIME
STAFFED
The total time that the agent spent logged into at least one split during the
reporting interval. Staff time is clocked for an agent who is in multiple
splits as long as the agent is logged into any split. Concurrent times for
each split are not totaled.
TOTAL HOLD
TIME
The total time that the agent placed ACD calls on hold. This time is the
caller’s hold time
and is independent of the state of the agent. TOTAL
HOLD TIME does not include the hold time for non-ACD calls.
SUMMARY The total of each of the columns that do not contain averages. Columns
that do contain averages are the total time divided by the total number of
calls.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
BCMS Agent Summary Report
Command
Use one of the following commands to generate the BCMS Agent Summary
report:
list bcms summary agent extension| loginID [time ] [staff ed] [start time] [stop
time][print/schedule]
list bcms summary agent extension|loginID [day] [staffed] [start day] [stop
day] [print/schedule]
Description
This report is similar to the BCMS Agent report except that this report provides
one line of data for each agent. Yo u can specify one or more agents by entering
agent IDs or extensions. An agent does not appear on the report if there is no
data for that agent. If you specify that you want the report to include more than
one time period, and the data exists for one or more, but not all of the specified
times, the system uses the available data to calculate and display the one-line
summary; the system does not identify which times are not included in the
calculations.
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Sample Reports
list bcms summary agent 4222-4224 4869 time 8:00-12:00
BCMS AGENT SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
AGENT NAME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME
s-jones 10 1:15 7:30 25:00 10:40 1 4:00 60:00 :20
t-anderson 18 1:40 18:00 4:20 :00 2 3:20 60:00 1:00
j-jacobsen 10 1:20 8:20 16:10 :00 0 :0 38:00 :10
----------- ----- ------ ------- ------- ------- ----- ----- -------- -----SUMMARY 38 1:28 33:50 45:30 10:40 3 3:33 158:00 1:30
Screen 4-6. BCMS Agent Summary Report — Hourly Summary
Time: 8:00-12:00
AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL
ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
list bcms sum agent 4222-4223 4869 day 5/14
BCMS AGENT SUMMARY REPORT
555-230-706
Issue 2
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Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
AGENT NAME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME
s-jones 10 1:15 7:30 25:00 10:40 1 4:00 60:00 :20
t-anderson 18 1:40 18:00 4:20 :00 2 3:20 60:00 1:00
j-jacobsen 10 1:20 8:20 16:10 :00 0 :0 38:00 :10
----------- ----- ------ ------- ------- ------- ----- ----- -------- -----SUMMARY 38 1:28 33:50 45:30 10:40 3 3:33 158:00 1:30
Day: 5/14
AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL
ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD
Screen 4-7. BCMS Agent Summary Report — Daily Summary
Header Definitions
Table 4-6. Agent Summary Report Header Definitions
Header Definition
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 earliest time interval (either hour or
half-hour). If no start time is given, the most recent time interval is the
default. A stop time requires an associated start time. If no stop time is
given, only the start interval/day is used. If no start time or stop time is
given, the most current interval/day is used. If you specify
command and do not include a start day or stop day, the report displays
data for the current day accrued through the most recently completed
interval (hour or half-hour).
day
in the
Agent Name The name of the agent. If no name is administered, the agent’s extension is
displayed in the form
EXT 65432.
ACD CALLS The number of ACD calls answered by this agent for all splits during the
reporting interval. This value includes calls that flowed in from other splits
and Direct Agent calls.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Table 4-6. Agent Summary Report Header Definitions — Continued
Header Definition
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AVG TALK
TIME
TOTAL
AFTER CALL
TOTAL
AVAIL TIME
The average duration of ACD calls for all splits the agent was logged into.
This value includes time spent talking but does not include the amount of
time the agent was holding an ACD call or ring time at the agent’s
telephone. The calculation is:
AVG TALK TIME
----------------------------------------------------------------------------------------------------=
Total Number of ACD Calls Answered
Total ACD Talk Time
The total amount of time that the agent spent in call-related or
non-call-related ACW work states for all splits during the reporting interval.
This includes time agents spent on extension-in and extension-out calls
while in the ACW work mode. If an agent entered ACW in one interval, but
ended ACW in another interval, the appropriate amount of ACW time is
credited to each of the intervals.
The sum of the time that the agent was available to receive ACD calls
during the current interval. During this time, the agent:
■ Was in Auto-In or Manual-In work mode for at least one split.
■ Was not in ACW in any split.
■ Was not on any call or placing any call (unless Multiple Call Handling
[MCH] is active).
■ Did not have ringing calls.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
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Table 4-6. Agent Summary Report Header Definitions — Continued
Header Definition
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TOTAL
AUX/OTHER
The total time that each agent was unavailable to receive calls in any split
during the reporting interval.
A split totals AUX TIME whenever any agent is logged into the split and:
■ Receives an EXTN call while in AUX or AVAIL state.
■ Makes an EXTN call while in AUX or AVAIL state.
■ Hits his/her AUX button.
Note that if the agent was in Other for all logged-in splits, that time is
reflected here. For example, ringing calls can cause several seconds of
AUX/OTHER time to accrue.
For the agent report, any non-ACD call time is also totaled in the AVG
EXTN TIME column. Two points of contrast are:
1. The measurement TOTAL AUX/OTHER is time-interval based, rather
than being call-related. For example, assuming that the previously
identified stipulations are met, then if the agent is in AUX from 9:55 to
10:05, 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.
2. The measurement A VG EXTN TIME is call related. For example, if an
agent is on a non-ACD call from 9:55 to 10:05, the call and 10 minutes
of EXTN time is recorded in the 10:00 to 11:00 time interval.
Because the agent report includes some call-related items, the sum of all
items for a given hour may not exactly equal 60 minutes.
EXTN CALLS The total number of non-ACD incoming and outgoing calls for this agent
during the reporting interval. Only those non-ACD calls that are originated
and/or received while the agent is logged into at least one split are counted.
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.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
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Table 4-6. Agent Summary Report Header Definitions — Continued
Header Definition
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AVG EXTN
TIME
The average amount of time that the agent spent on non-ACD calls while
logged into at least one split during the reporting interval. This average
does not include time when the agent was holding the EXTN call. The
calculation is:
AVG EXTN TIME
Total Ext Time
------------------------------------------------------------------- -=
Total Number of Ext Calls
If an extension-in call is active for less than the time set for the Abandon
Call Timer, the call will not be counted and the duration of the call will be
counted as AUX/OTHER time.
TOTAL TIME
STAFFED
The total time that the agent spent logged into at least one split during the
reporting interval. Staff time is clocked for an agent who is in multiple splits
as long as the agent is logged into any split. Concurrent times for each split
are not totaled.
TOTAL HOLD
TIME
The total time that the agent placed ACD calls on hold. This time is the
caller’s hold time
and is independent of the state of the agent. TOTAL
HOLD TIME does not include the hold time for non-ACD calls.
SUMMARY The total of each of the columns that do not contain averages. Columns
that do contain averages are the total time divided by the total number of
calls.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
BCMS Split Report
Command
Use one of the following commands to generate the BCMS Split report:
list bcms split (split number) [time] [start time] [stop time][print/schedule]
list bcms split (split number) [day] [s tart day] [stop day] [print/schedule]
Description
The BCMS Split report provides traffic information for the specified split number.
Depending on specifics from the command line, the information may be displayed
as either a time interval or a daily summary. If neither
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 comma nd.
time
nor
day
is specified,
Issue 2
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4-27Historical Reports
When analyzing this report, keep the following in mind:
■ All averages are for completed calls only.
■ A 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.
■ Asterisks within a field indicate that the maximum for that field has been
exceeded.
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Sample Reports
list bcms split 3 time 8:00-10:00
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Split: 03
Split Name: services Acceptable Service Level: 17
AVG AVG AVG TOTAL TOTAL % IN
ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV
TIME CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL
8:00- 9:00 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 80*
9:00-10:0 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 85
----------- ----- ----- ----- ----- ----- ------- ---- ---- ------ ----- --SUMMARY 40 :21 5 :26 4:52 :26 3 5 13:00 3.1 81
Screen 4-8. BCMS Split or Skill Report — Hourly
BCMS SPLIT REPORT
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* Acceptable service level changed.
Split is displayed as “Skill” when EAS is optioned (EAS and skills
are not supported with DEFINITY BCS and GuestWorks).
list bcms split 3 day 5/14/95
BCMS SPLIT REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Split: 03
Split Name: services Acceptable Service Level: 17
DAY CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL
5/14/95 40 :21 5 :26 4:52 17:20 3 5 13:00 3.1 81
-------- ----- ----- ---- ----- ----- ------- ---- ---- ------- ----- --SUMMARY 40 :21 5 :26 4:52 17:20 3 5 13:00 3.1 81
AVG AVG AVG TOTAL TOTAL % IN
ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV
Screen 4-9. BCMS Split or Skill Report — Daily
Split is displayed as “Skill” when EAS is optioned (EAS and skills
are not supported with DEFINITY BCS and GuestWorks).
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Issue 2
June 1999
Header Definitions
Table 4-7. Split Report Header Definitions
Header Definition
Split The split number specified with the command line.
Split Name Displays the name that is administered for this split number. If no name
exists, BCMS displays the split extension (for example, EXT 65432).
4-29Historical Reports
Acceptable
Service Level
The desired time for an agent to answer a call for a given hunt group.
Timing for a call begins when the call enters the hunt group queue.
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 earliest time interval (either hour or
half-hour). If no start time is given, the oldest time interval is the default. A
stop time requires an associated start time. If no stop time is given, the
last complete d tim e inter va l (hou r or half- hou r) is th e def aul t. If no star t or
stop time is given, the report displays data accrued for the previous 24
day
time intervals. If you specify
in the command and do not include a
start day or stop day, the report displays data accrued for the previous 6
days and data accrued through the most recently completed interval
(hour or half-hour).
ACD CALLS The number of ACD calls completed for this split during the current
interval. This number also includes calls that flowed in from other splits
and Direct Agent (EAS only) calls.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
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Table 4-7. Split Report Header Definitions — Continued
Header Definition
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AVG SPEED
ANS
The average amount of time answered ACD calls (split and Direct Agent)
spent in queue and ringing at an agent’s station before being answered
during the reporting interval. Calls that flowed in do not have queue time
from the previous split included in this average. This calculation is:
AVG SPEED ANS =
Sum of Each Completed Call’s Time In Queue + Time Ringing
-------------------------------------------------------------------------------------------------------------------------------------------------------------------Total Number of ACD Calls Answered
Keep the following things in mind:
■ This value does not include time listening to a forced first
announcement.
■ A 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.
ABAND
CALLS
AVG ABAND
TIME
The total number of ACD calls that have hung up while waiting to be
answered during this time interval. This value includes those calls that
have abandoned while in queue or while ringing. Calls that are not
queued (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. Also, calls that abandon
while on hold are not counted as abandoned.
The average time before an ACD call abandons. This value does not
include any time spent in another split’s queue before flowing into this
split. The calculation is:
AVG ABAND TIME
----------------------------------------------------------------------------------------- -=
Total Number of Abandoned Calls
Total Abandon Time
This value does not include time listening to a forced first announcement
or calls that
abandon
while listening to a forced first announcement.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
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Table 4-7. Split Report Header Definitions — Continued
Header Definition
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AVG TALK
TIME
The average amount of time agents are active on ACD calls (split and
direct agent) for each split. This includes time spent talking. The
calculation does not include ring time at an agent’s telephone or time
spent on hold. The calculation is:
Total ACD Talk Time
TOTAL
AFTER CALL
AVG TALK TIME
----------------------------------------------------------------------------------------------------=
Total Number of ACD Calls Answered
The amount of time that the agents in this split spent in call-related or
noncall-related ACW mode during the reporting interval. This value
includes time spent on direct incoming or outgoing calls while in ACW. If
an agent entered ACW in one interval, but left ACW in another interval,
each interval is credited with ACW time.
FLOW IN The total number of completed calls that this split received as a coverage
point (intraflowed) from another BCMS-measured split, or are call
forwarded (interflowed) to this split and co mpl ete d during the re porti ng
interval. This total does not include calls that are interflowed from a
remote switch by means of the Look Ahead Interflow feature. FLOW INs
are recorded when a call ends.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
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Table 4-7. Split Report Header Definitions — Continued
Header Definition
FLOW OUT The total number of calls queued to this split that were:
■ Successfully 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.)
■ Forwarded-out via call forwarding
■ Forwarded-out via a route to station extension vector step
■ Answered via the Call Pickup feature
■ Forwarded-out via Look Ahead Interflow
■ First queued to this split and then were answered by the second or
third split
■ Were redirected back to this split or its coverage path due to
Redirect On No Answer timing
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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.
Continued on next page
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Management System (BCMS) Operations
BCMS Report Reference
4
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Table 4-7. Split Report Header Definitions — Continued
Header Definition
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FLOW OUT
(cont.)
TOTAL
AUX/OTHER
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.
The 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 logs into the
split and:
■ Receives an EXTN call while in AUX or AVAIL state
■ Makes an EXTN call while in AUX or AVAIL state
■ Hits 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.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
June 1999
Table 4-7. Split Report Header Definitions — Continued
Header Definition
AVG STAFF The average number of agents who were logged into this split (staffed)
during the reporting interval.
Total Staff Time
----------------------------------------- -=
Time Interval
accepted * 100
% IN SERV
LEVL
AVG STAFF
The percentage of calls answered within the administered service level.
% IN SERV LEVL
----------------------------------------------------------------------------------------------------------------------- -=
ACDcalls + abandons + outflows + dequeued
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.
Issue 2
4-34Historical Reports
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.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
BCMS Split Summary Report
Command
Use one of the following commands to generate the BCMS Split Summary report:
list bcms summary split (split number) [time] [start time] [stop time]
[print/schedule]
list bcms summary split (split number) [day] [start day] [stop day]
[print/schedule]
Description
The BCMS Split Summary report provides traffic measurement information for a
specified group of BCMS splits. Depending on specifics from the command line,
the information may be displayed as either a time interval or daily summary. If
time
nor
day
neither
is specified,
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.
time
is the default. In this case, the report
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4-35Historical Reports
This report is similar to the Split Report except that this report provides one line of
data for each split, which includes all data for the specified times. A split does not
appear on the report if there is no data for that split. If you specify more than one
time period, and data exists for one or more, but not all, of the specified times, the
system uses the available data to calculate and display the one-line summary; the
system does not identify which times are not included in the calculations.
When analyzing this report, keep the following in mind:
■ All averages are for completed calls only.
■ Asterisks indicate that the maximum for the associated field has been
exceeded.
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Sample Reports
list bcms summary split 5 3 time 9:00-16:00
BCMS SPLIT SUMMARY REPORT
Issue 2
June 1999
4-36Historical Reports
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
SPLIT NAME CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL
Service 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 83*
-------- ----- ----- ---- ----- ----- ------- ---- ---- ------- ----- --SUMMARY 40 :21 5 :26 4:52 16:00 3 5 13:00 3.1 76
Time: 9:00-16:00
AVG AVG AVG TOTAL TOTAL % IN
ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV
Sales 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 75
Screen 4-10. BCMS Split or Skill Summary Report — Hourly Summary
Split is displayed as “Skill” when EAS is optioned (EAS and skills
are not supported with DEFINITY BCS and GuestWorks).
list bcms summary split 5 3 day
BCMS SPLIT SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
Day: 5/15/95
AVG AVG AVG TOTAL TOTAL % IN
SPLIT NAME CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL
Sales 32 :25 4 :32 5:15 16:00 3 5 3:30 4.0 75
Service 8 :07 1 :03 3:20 :00 0 0 9:30 2.2 83*
-------- ----- ----- ---- ----- ----- ------- ---- ---- ------- ----- --SUMMARY 40 :21 5 :26 4:52 16:00 3 5 13:00 3.1 76
ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV
Screen 4-11. BCMS Split or Skill Summary Report — Daily Summary
Split is displayed as “Skill” when EAS is optioned (EAS and skills are
not supported with DEFINITY BCS and GuestWorks).
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Issue 2
June 1999
Header Definitions
Table 4-8. Split Summary Report Header Definitions
Header Definition
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 earliest time interval (either hour or
half-hour). If no start time is given, the oldest time interval is the default. A
stop time requires an associated start time. If no stop time is given, the
last complete d tim e inter va l (hou r or half- hou r) is th e def aul t. If no star t or
stop time is given, the report displays data accrued for the previous 24
day
time intervals. If you specify
start day or stop day, the report displays data accrued for the previous 6
days and data accrued through the most recently completed interval
(hour or half-hour).
Split Name Displays the name that is administered for this split number. If no name
exists, BCMS displays the split extension (for example, EXT 65432).
in the command and do not include a
4-37Historical Reports
ACD CALLS The number of ACD calls completed for this split during the current
interval. This number also includes calls that flowed in from other splits
and Direct Agent calls.
AVG SPEED
ANS
The average amount of time answered ACD calls (split and Direct Agent)
spent in queue and ringing at an agent’s station before being answered
during the reporting interval. Calls that flowed in do not have queue time
from the previous split included in this average. This calculation is:
AVG SPEED ANS =
Sum of Each Completed Call's Time In Queue + Time Ringing
-------------------------------------------------------------------------------------------------------------------------------------------------------------------Total Number of ACD Calls Answered
Keep the following in mind:
■ This value does not include time listening to a forced first
announcement.
■ Asterisks indicate that the maximum for the associated field has
been exceeded.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Table 4-8. Split Summary Report Header Definitions — Continued
Header Definition
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June 1999
4-38Historical Reports
ABAND
CALLS
AVG ABAND
TIME
AVG TALK
TIME
The total number of ACD calls that have hung up while waiting to be
answered during this time interval. This value includes those calls that
have abandoned while in queue or while ringing. It also includes calls with
a talk time that is less than the value administered for the BCMS/VuStats
Abandon Call Timer. Calls that are not queued (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.
Also, calls that abandon while on hold are not counted as abandoned.
The average time before an ACD call abandons. This value does not
include any time spent in another split’s queue before flowing into this
split. The calculation is:
AVG ABAND TIME
----------------------------------------------------------------------------------------- -=
Total Number of Abandoned Calls
Total Abandon Time
This value does not include time listening to a forced first announcement
or calls that
abandon
while listening to a forced first announcement.
The average duration of ACD calls (split and direct agent) for each split.
This includes time spent talking. The calculation does not include ring
time at an agent’s telephone or time spent on hold. The calculation is:
AVG TALK TIME
----------------------------------------------------------------------------------------------------=
Total Number of ACD Calls Answered
Total ACD Talk Time
TOTAL
AFTER CALL
The amount of time that the agents in this split spent in call-related or
noncall-related ACW mode during the reporting interval. This value
includes time spent on direct incoming or outgoing calls while in ACW. If
an agent entered ACW in one interval, but left ACW in another interval,
each interval is credited with ACW time.
FLOW IN The total number of completed calls that this split received as a coverage
point (intraflowed) from another BCMS-measured split, or are call
forwarded (interflowed) to this split and co mpl ete d during the re porti ng
interval. This total does not include calls that are interflowed from a
remote switch by means of the Look Ahead Interflow feature. FLOW INs
are recorded as they occur.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Table 4-8. Split Summary Report Header Definitions — Continued
Header Definition
FLOW OUT The total number of calls queued to this split that were:
■ Successfully 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.)
■ Forwarded-out via call forwarding
■ Forwarded-out via a route to station extension vector step
■ Answered via the Call Pickup feature
■ Forwarded-out via Look Ahead Interflow
■ First queued to this split and then were answered by the second or
third split
■ Were redirected back to this split or its coverage path due to
Redirect On No Answer timing
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4-39Historical Reports
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.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Table 4-8. Split Summary Report Header Definitions — Continued
Header Definition
Issue 2
June 1999
4-40Historical Reports
FLOW OUT
(cont.)
TOTAL
AUX/OTHER
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.
The 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:
■ Receives an EXTN call while in AUX or AVAIL state
■ Makes an EXTN call while in AUX or AVAIL state
■ Hits 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.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
June 1999
Table 4-8. Split Summary Report Header Definitions — Continued
Header Definition
AVG STAFF The average number of agents who were logged into this split (staffed)
during the reporting interval.
Total Staff Time
----------------------------------------- -=
Time Interval
accepted * 100
% IN SERV
LEVL
AVG STAFF
The percentage of calls answered within the administered service level.
% IN SERV LEVL
----------------------------------------------------------------------------------------------------------------------- -=
ACDcalls + abandons + outflows + dequeued
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.
Issue 2
4-41Historical Reports
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.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
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] [sto p time ][pri nt/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
time
nor
day
summary. If neither
is specified,
report displays data accrued for the previous 24 time intervals (hour or half-hour),
including data from the most recently completed time interval.
time
is the default. In this case, the
Issue 2
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4-42Historical Reports
When analyzing this report, keep the following in mind:
■ All averages are for completed calls only.
■ A 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.
■ Asterisks in a field indicate that the maximum for that field has been
exceeded.
■ A 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
BCMS Report Reference
4
555-230-706
Sample Reports
list bcms trunk 1 time 8:00 11:00
Issue 2
June 1999
4-43Historical Reports
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
BCMS TRUNK GROUP REPORT
Screen 4-12. BCMS Trunk Group Time Interval Report
list bcms trunk 1 day 4/17
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
BCMS TRUNK GROUP REPORT
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
Screen 4-13. BCMS Trunk Group Daily Report
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
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.
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4-44Historical Reports
Number of
Trunks
The 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,
INCOMING
an asterisk appears in the
DAY/TIME
The total number of incoming calls carried by this trunk group.
field.
CALLS
INCOMING
ABAND
The 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
BCMS Report Reference
4
555-230-706
Table 4-9. Trunk Group Report Header Definitions — Continued
Header Definition
Issue 2
June 1999
4-45Historical Reports
INCOMING
TIME
INCOMING
CCS
OUTGOING
CALLS
OUTGOING
COMP
The 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 TIME
Total Holding Time for all Incoming Calls
-----------------------------------------------------------------------------------------------------------=
Total Number of Incoming Calls
The 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).
The total number of outgoing calls for this trunk group during the specified
reporting interval.
The 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
TIME
The average holding time for outgoing calls during the specified reporting
interval. The calculation is:
OUTGOING TIME
Total Holding Time for Outgoing Calls
--------------------------------------------------------------------------------------------------- -=
Total Number of Outgoing Calls
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Table 4-9. Trunk Group Report Header Definitions — Continued
Header Definition
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4-46Historical Reports
OUTGOING
CCS
The 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:
% ALL BUSY
Total of all Busy Times
------------------------------------------------------------ X 100()=
Time Interval
where Busy Times is expressed in minutes and is the sum of all times
when all trunks were simultaneously busy.
% TIME
MAINT
The percentage of time that one or more trunks have been busied-out for
maintenance purposes. The calculation is:
% TIME MAINTENANCE
Total Maintenance Busy Time x 100
-----------------------------------------------------------------------------------------------------------------=
Time Interval x Number of Trunks in Group
where:
■ Total Maintenance Busy Time is the sum of Maintenance Busy
Time (in minutes) for all trunks (individually) in this trunk group
during this interval
■ Time Interval is expressed in minutes (for example,
60
half-hour interval,
if using a one-hour interval, and
30
if using a
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.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
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.
Issue 2
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4-47Historical Reports
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:
■ All averages are for completed calls only.
■ Asterisks in a field indicate that the maximum for that field is
exceeded.
■ A 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
BCMS Report Reference
4
555-230-706
Sample Reports
list bcms trunk sum 23-25 time 8:00
BCMS TRUNK GROUP SUMMARY REPORT
Issue 2
June 1999
4-48Historical Reports
Switch Name: Lab Model Date: 12:59 pm THU APR 20, 1995
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
Time: 8:00-13:00
| INCOMING | OUTGOING |%ALL %TIME
Screen 4-14. BCMS Trunk Group Summary Report — Hourly
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
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
Day: 5/17/95
| INCOMING | OUTGOING |%ALL %TIME
Screen 4-15. BCMS Trunk Group Summary Report — Daily
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Header Definitions
Table 4-10. Trunk Group Summary Report Header Definitions
Header Definition
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.
Issue 2
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4-49Historical Reports
Group Name The name that is administered for this trunk group. If no name is
administered, then this field is displayed as blank.
INCOMING
The total number of incoming calls carried by this trunk group.
CALLS
INCOMING
ABAND
The 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. Calls that cannot queue (for example, queue full, or
calls that receive a busy signal from the Central Office because there are
no available trunks) are not included in the INCOMING ABAND number.
Also included are calls directly to staffed ACD agents that are
unanswered.
INCOMING
TIME
The 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 TIME
Total Holding Time for all Incoming Calls
-----------------------------------------------------------------------------------------------------------=
Total Number of Incoming Calls
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Table 4-10. Trunk Group Summary Report Header Definitions — Continued
Header Definition
Issue 2
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4-50Historical Reports
INCOMING
CCS
OUTGOING
CALLS
OUTGOING
COMP
OUTGOING
TIME
The 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).
The total number of outgoing calls for this trunk group during the
specified reporting interval.
The 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.
The average holding time for outgoing calls during the specified reporting
interval. The calculation is:
OUTGOING TIME
Total Holding Time for Outgoing Calls
--------------------------------------------------------------------------------------------------- -=
Total Number of Outgoing Calls
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Table 4-10. Trunk Group Summary Report Header Definitions — Continued
Header Definition
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June 1999
4-51Historical Reports
OUTGOING
CCS
The 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:
% ALL BUSY
Total of all Busy Times
------------------------------------------------------------ X 100()=
Time Interval
where Busy Times is expressed in minutes and is the sum of all times
when all trunks were simultaneously busy.
% TIME
MAINT
The percentage of time that one or more trunks have been busied-out for
maintenance purposes. The calculation is:
% TIME MAINTENANCE
Total Maintenance Busy Time x 100
-----------------------------------------------------------------------------------------------------------------=
Time Interval x Number of Trunks in Group
where:
■ Total Maintenance Busy Time is the sum of Maintenance Busy
Time (in minutes) for all trunks (individually) in this trunk group
during this interval
■ Time Interval is expressed in minutes (for example,
60
half-hour interval,
if using a one-hour interval, and
30
if using a
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.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
BCMS VDN Report
Command
Use one of the following commands to generate the BCMS VDN report:
list bcms vdn extension [time] [start time] [stop time][print/schedule]
list bcms vdn extension [day] [start day] [stop day] [print/schedule]
Description
The BCMS VDN report provides statistical information for the specified VDN.
Depending on specifics from the command line, the information may be displayed
as either a time interval or a daily summary. If neither
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 interval.
When analyzing this report, keep the following in mind:
time
nor
day
is specified,
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4-52Historical Reports
■ All averages are for completed calls only.
■ A 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.
■ Asterisks indicate that the maximum for the associated field has
been exceeded.
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Sample Reports
list bcms vdn 12345 time 8:00 12:00
BCMS VECTOR DIRECTORY NUMBER REPORT
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June 1999
4-53Historical Reports
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
TIME OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL
08:00-09:00 79 50 :39 5 :45 2:30 0 0 24 85*
----------- ----- ----- ----- ----- ----- ----- ----- ---- ---- --SUMMARY 79 50 :39 5 :45 2:30 0 0 24 85
VDN: 12345
VDN Name: Ginsu Knives Acceptable Service Level: 17
AVG AVG AVG CALLS % IN
CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV
Screen 4-16. BCMS VDN Report — Hourly
list bcms vdn 12345 day 5/14
BCMS VECTOR DIRECTORY NUMBER REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
DAY OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL
VDN: 12345
VDN Name: Ginsu Knives Acceptable Service Level: 17
AVG AVG AVG CALLS % IN
CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV
5/14/95 79 50 :39 5 :45 2:30 0 0 24 85*
----------- ----- ----- ----- ----- ----- ----- ----- ---- ---- --SUMMARY 79 50 :39 5 :45 2:30 0 0 24 85
Screen 4-17. BCMS VDN Report — Daily
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Issue 2
June 1999
Header Definition
Table 4-11. VDN Report Header Definitions
Header Definition
VDN The VDN specified with the command line.
VDN Name The name that is administered for this VDN. If no name exists, the VDN
extension (for example EXT 64532) is displayed.
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Acceptable
Service Level
The desired time to answer calls to the VDN. Timing for a call begins
when the VDN is encountered.
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 6 days and data accrued through
the most recently completed interval (hour or half-hour).
CALLS
OFFERED
The total number of completed calls that accessed the VDN during the
current interval. This calculation is:
CALLS OFFERED=
ACD CALLS + FLOW OUT + CALLS BUSY/DISC + ABAND CALLS
ACD CALLS The total number of calls to the VDN that ended in the specified interval
and were answered by an agent in a BCMS-measured hunt group. ACD
calls include calls that reached the split via the queue-to-main, check
backup, route-to, messaging split, or adjunct routing commands.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Table 4-11. VDN Report Header Definitions — Continued
Header Definition
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June 1999
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AVG SPEED
ANS
ABAND
CALLS
The average speed of answer for answered ACD and CONNect calls that
have ended for this VDN during the current period. This includes time in
vector processing, time in a split’s queue, and time ringing. This
calculation is:
AVG SPEED ANS
--------------------------------------------------------------------------------------------------------------=
Total ACD Calls + Total CONNect CALLS
Total Answer Time
A completed call can 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.
The total number of calls that have abandoned from the VDN before
being answered or outflowed to another position during the current
interval. This value includes calls that abandoned while in vector
processing or while ringing an agent. 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.
AVG ABAND
TIME
AVG
TALK/HOLD
TIME
The average time calls spent waiting in this VDN before being abandoned
by the caller during the current interval. The calculation is:
AVG ABAND TIME
--------------------------------------------------------------------------------------------------------=
Total Number of Abandoned VDN Calls
Total VDN Abandon Time
The average duration of calls (from answer to disconnect) for this VDN
during the current interval. This includes time spent talking and on hold.
The calculation does not include ring time at an agent’s telephone. The
calculation is:
AVG TALK TIME
Total VDN Talk/Hold Time
---------------------------------------------------------------------=
NUM ANS
CONN CALLS The number of completed calls that were routed to a station, attendant,
announcement, messaging skill, or call pickup and were answered there.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Issue 2
June 1999
Table 4-11. VDN Report Header Definitions — Continued
Header Definition
FLOW OUT The total number of completed calls that were routed to another VDN or
to a trunk, including successful lookahead attempts.
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CALLS
BUSY/DISC
FLOW OUT does not include calls that encounter a
goto vecto r
command.
Once a call outflows, the system does not take further measurements on
the call for this VDN. As a result, if an outflowed call later abandons, it is
not recorded in ABAND CALLS for this VDN.
The total number of calls that were forced busy or forced disconnect
during the current interval. This value includes:
■ calls that encountered a busy or disconnect vector step
■ calls disconnect ed by a stop ve cto r ste p
■ calls forwarded to a split or skill with a full queue
■ calls forwarded to a split or skill with no available agents and no
queue
This value does not include aban don ed calls .
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
Table 4-11. VDN Report Header Definitions — Continued
Header Definition
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% IN SERV
LEVL
The percentage of calls that were answered with the administered service
level for this VDN. Calculate as the following:
% IN SERV LEVL
accepted * 100
--------------------------------------- -=
calls offered
where
accepted is the number of answered calls whose answer time was less
than or equal to the administered service level for the VDN.
calls offered is the total number of completed calls that accessed the
VDN and completed during the current interval.
This field is blank if no calls have been recorded for this time interval. This
field is also blank if no
Acceptable Service Level
is administered on the
VDN form.
NOTE:
Not available with DEFINTY BCS and Guestworks.
SUMMARY For those columns that specify averages, the summary is also an
average for the entire reporting interval. For the TOTAL ATTEMPTS,
ACD CALLS, ABAND CALLS, FLOW OUT, and OTHER CALLS columns,
the summary is the sum of individual time intervals or specified days.
Continued on next page
DEFINITY Enterprise Communications Server Release 7 Basic Call
Management System (BCMS) Operations
BCMS Report Reference
4
555-230-706
BCMS VDN Summary Report
Command
Use one of the following commands to generate the BCMS VDN Summary report:
list bcms summary vdn extension [time] [start time] [stop time]
[print/schedule]
list bcms summary vdn extension [day] [start day] [stop day]
[print/schedule]
Description
This report is similar to the VDN report except that it provides one line of data for
each VDN included in the report, and the one line includes all data for the
specified times. If no data exists for a VDN, the VDN does not appear on the
report.
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Sample Reports
list bcms summary vdn 12345, 13443-13448 time 8:00-12:00
BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT
Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995
VDN NAME OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL
EXT 13443 0 0 :00 0 :00 :00 0 0 0
EXT 13444 0 0 :00 0 :00 :00 0 0 0
EXT 13445 0 0 :00 0 :00 :00 0 0 0
EXT 13446 0 0 :00 0 :00 :00 0 0 0
EXT 13447 0 0 :00 0 :00 :00 0 0 0
EXT 13448 0 0 :00 0 :00 :00 0 0 0
Ginsu Knive 79 50 :39 5 :45 2:30 0 0 24 85*
----------- ----- ----- ----- ---- ----- ----- ----- ---- ---- --SUMMARY 79 50 :39 5 :45 2:30 0 0 24 85
Screen 4-18. BCMS VDN Summary Report — Hourly Summary
Time: 8:00-12:00
AVG AVG AVG CALLS % IN
CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV
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