AT&T Definity - Enterprise R 8-2 Reports Guide

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DEFINITY

Enterprise Communication Server

Release 8. 2 Reports Guide

555-233-505 Comcode 108596388 Issue 1 April 2000

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 design ed 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 of the FCC Rules. It is identified by FCC registration number AS593M-13283-MF-E.

Part 68: Answer-Supervision Signaling. Allowing this equipment to be operated in a manner that does not provide proper answ e r-supervi sion signaling is in violation of Part 68 Rule s. This e qui pm e nt retu rns answer-supervision signals to the public switched netw ork whe n:

• Answered b y the called station

• Answered by the attendant

• Routed to a recorded announcement that can be administered by the CPE user

This equipment returns answer-supervision signals on all DID calls forwarded back to the publi c swi tched telephone network. Permissible exceptions are:

• A call is unanswered

• A busy tone is received

• A reorder tone is received

Canadian Department of Communications (DOC) Interference Information

This digital apparatus does no t exceed the Class A limits for radio noise emissions set out in the radi o int er f erence regulations of the Canadian Department of Com m unications.

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

See the preface of this docum e nt.

Ordering Information Call: Lucent Technologies Publications Center

Voice 1 800 457-1235 International Voice 317 322-6416 Fax 1 800 457-1764 International Fax 317 322-6699

Write: Lucent Technologies Publications Center

2855 N. Franklin Road Indianapolis, IN 46219

Order: Document No. 555-233-505

Issue 1, April 2000

For additional documents, refer to the section in “About This Document” entitled “Related Resources.”

Y ou can be placed on a standing order list for this and other documents you may need. Standing order will enable you to automatically receive updated versions of individu al documents or document sets, billed to 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.

European Union Declaration of Conformity

The “CE” mark affixed to the DEFIN ITY® equipment described in this book indicates that the e quipment conforms to the foll ow i ng European Union (EU) Directives:

• Electromagne tic Compatibility (89/336/EEC)

• Low Voltage (73/23/EEC)

• Telecommunications Terminal Equi p ment (TTE) i-CTR3 BRI and i-CTR4 PRI

For more information on standards compliance, contact your local distributor.

Comments

To comment on this document, re turn the comment ca rd at the front of the document.

Acknowledgment

This document was prepared by Product Documentation Development, Lucent Technologies, Denver, CO.

érique n’é

met pas de bruits radioélectriques

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Contents

Contents iii About This Document xiii

■ Purpose of Traffic Reports xiii

■ Who Should Read This Document xiv

■ How This Document Is Organized xiv

■ Trademarks and Servic e Mark s xv

■ Conventions Used in This Document xvi

■ Related Resources xvii

■ How to Make Comments about This

Document xvii

1 How to Enter Commands and

Display and Print Reports 1-1

■ Commands and the Command

Line Format 1-1

Monitor Commands 1-4

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List Commands 1-4 Display Commands 1-4 Change Commands 1-5 Clear Commands 1-5

■ Displaying Reports 1-5

■ Screen Format 1-6

■ Command Structure 1-9

■ G3csi, G3si, and G3r Reports 1-10

2 System Printer and Report-Scheduler 2-1

■ System Printer 2-1

System Printer Data Link Operation and Maintenance 2-3

■ Report Scheduler 2-4

Print Intervals 2-4 Adding a Report to the Report Scheduler 2-5 Summary of Steps for Printing

Reports on the System-Printer 2-7

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Contents

Listing Scheduled Reports 2-7 Command 2-8 Change Command 2-10 Remove Command 2-11

3 Traffic Data Analysis 3-1

■ How This Chapter Is Organized 3-1

■ General Information about Reports 3-3

Report Screen Fields 3-3

■ Attendant Group Reports 3-4

■ Attendant Group Report 3-4

Command 3-4 Screen 3-4

■ Attendant Positions Report 3-11

Command 3-11

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Screen 3-11

■ Attendant Performance Report 3-13

Command 3-13 Screen 3-13 Data Analysis Guidelines 3-15 Analyzing the Report Data 3-15

■ Automatic Circuit Assurance 3-25

■ ACA Parameters Report 3-26

Command 3-26 Screen 3-27

■ ACA Measurements Report 3-30

Command 3-30 Screen 3-30

■ ARS/AAR/UDP Route Pattern 3-33

Command 3-33 Screen 3-34

■ ARS/AAR/UDP Route Pattern Measurements Report 3-35

Command 3-35 Screen 3-36 Data Analysis Guidelines 3-40 Analyzing the Data 3-40

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Contents

■ Call Rate Measurements Reports 3-42

Command 3-42 Screen 3-43

■ Call Summary Measurements Report 3-45

Command 3-45 Screen 3-45

■ Call Coverage Measurements Reports 3-48

Terms 3-48 Feature Interactions 3-48 Data Analysis Guidelines 3-49

■ Coverage Path Measurements Selection 3-50

Command 3-50 Screen 3-51

■ Coverage Path Measurements Report 3-52

Command 3-52

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Screen 3-53

■ Principal Coverage Measurements Selection 3-55

Command 3-55 Screen 3-56

■ Principal Coverage Meas urements Report 3-57

Command 3-57 Screen 3-58

■ DS1 Link Performance Measurements 3-60

■ DS1 Link Performance Measurements

Summary Report 3-62

Command 3-62 Screen 3-63

■ DS1 Link Performance Detailed Log Report 3-67

Command 3-67 Screen 3-68

■ DS1 Converter Reports 3-71

Command 3-72 Screen 3-73

■ Emergency Access Calls Report 3-77

Command 3-77 Screen 3-78

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Contents

■ Hunt Group Reports 3-79

■ Hunt Groups Report 3-79

Command 3-79 Screen 3-80

■ Hunt Group Members Report 3-82

Command 3-82 Screen 3-83

■ Hunt Group Measurements Report 3-85

Command 3-85 Screen 3-86 Data Analysis Guidelines 3-89 Analyzing the Data 3-89 Total Usage 3-91

■ Hunt Group Performance Report 3-93

Command 3-93

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Screen 3-93

■ Hunt Group Status Report 3-95

Command 3-95 Screen 3-95

■ LAN Performance Reports 3-97

Commands 3-97 Screens 3-98

■ LAR Route Pattern Measurements Report 3-100

Command 3-100 Screen 3-101

■ Logins Report 3-103

Command 3-103 Screen 3-103

■ Modem Pool Groups Report 3-104

Command 3-104 Screen 3-105

■ Multimedia Reports 3-107

■ MMI Report 3-107

Command 3-107 Screen 3-108

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Contents

■ ESM Reports 3-110

Command 3-110 Screen 3-111

■ VC Reports 3-113

Command 3-113 Screen 3-113

■ Performance Summary Report 3-116

Command 3-116 Screen 3-116

■ Port Network Reports 3-119

■ Blockage Study Report 3-119

Command 3-121 Port Network Screen 3-121 Switch Node Screen 3-124

■ Port Network Load Balance Report 3-125

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Command 3-126

■ Port Network Load Balance

Total Calls Report 3-127

Screen 3-127

■ Port Network Load Balance

Intercom Calls Report 3-130

Screen 3-130

■ Port Network Load Balance

Incoming Calls Report 3-131

Screen 3-131

■ Port Network Load Balance

Outgoing Calls Report 3-132

Screen 3-132

■ Port Network Load Balance

Tandem Calls Report 3-134

Screen 3-134

■ System Status Reports 3-136

Command 3-136 Screen 3-137

■ Tone Receiver Summary Report 3-140

Command 3-140 Screen 3-141

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Contents

■ Tone Receiver Detail Report 3-143

Command 3-144 Screen 3-144

■ Trace Route Report 3-147

Commands 3-147 Screen 3-147

■ Traffic Summary Report 3-149

Command 3-149 Screen 3-150

■ Trunk Group Reports 3-154

■ Trunk Group Summary Report 3-154

Command 3-155 Screen 3-155

■ Trunk Group Hourly Report 3-162

Command 3-162

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Screen 3-163

■ Trunk Group Measurement Selection 3-165

Command 3-165 Screen 3-166

■ Trunk Group Performance Report 3-167

Command 3-167 Screen 3-167

■ Trunk Outage Measurements Report 3-170

Command 3-170 Screen 3-171

■ Trunk Group Status Report 3-174

Command 3-174 Screen 3-174 Data Analysis Guidelines 3-176 Analyzing the Data 3-177

■ Trunk Group Call-By-Call (CBC) 3-183

Background Information 3-183

■ Trunk Group Call-By-Call

Measurements Report 3-185

Command 3-185 Screen 3-185

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Contents

■ Trunk Lightly Used

Measurements Report 3-193

Command 3-193 Screen 3-193

■ Wideband Trunk Groups 3-195

■ Wideband Trunk Group

Summary Report 3-196

Command 3-196 Screen 3-196

■ Wideband Trunk Group

Hourly Report 3-201

Command 3-201 Screen 3-201

■ Wideband Trunk Group Measurement Selection 3-204

Command 3-204

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Screen 3-205 Data Analysis Guidelines 3-205 Wideband Trunk Group Summary Report 3-206 Wideband Trunk Group Hourly Report 3-207 Performance Considerations 3-207

4 Processor Occupancy Reports 4-1

■ Processor Occupancy Repor ts 4-1

■ The Summary Command 4-3

When to Use the Summary Command 4-3

■ Processor Occupancy Summary Report 4-4

Command 4-4 Screen 4-4

■ The Last-Hour Command 4-9

When to Use the Last-Hour Command 4-9

■ Processor Occupancy Last-Hour

Measurements Report 4-9

Command 4-9 Screen 4-10 Using the Last-Hour Report to Resolve Problems 4-10

■ The Busiest-Interval Command 4-11

When to Use the Busiest-Interval Command 4-11

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Contents

■ Processor Occupancy Busiest-Interval

Measurements Report 4-11

Command 4-11 Screen 4-11 Using the Busiest-Interval Report

to Resolve Problems 4-12

■ The Pktint Command 4-13

When to Use the Pktint Command 4-13

■ Processor Occupancy Pktint Report 4-13

Command 4-13 Screen 4-13

■ The Communications Links Command 4-15

When to Use the Communications Links Command 4-15

■ Processor Occupancy Communications

Link Measurements Report 4-15

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Command 4-15 Screen 4-16

■ Mapping Links to Applications 4-18

Command 4-18 Screen 4-18 Data Analysis Guidelines 4-20 Analyzing the Data 4-20

5 Security Violations Reports 5-1

■ Security Violations Summary Report 5-1

Commands 5-1 Screen 5-2

■ Security Violations Detail Report 5-7

Commands 5-7 Screen 5-8

■ Security Violations Status Reports 5-10

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Screens 5-10

Security Violations Status—Authorization Code Violations report 5-14

Security Violations Status—Station Security Code Violations report 5-16

6 History Reports 6-1

■ History Reports 6-1

Data Commands 6-2

■ History Report 6-3

Command 6-3 Screen 6-3

■ Access Security Gateway

Session History Report 6-6

Command 6-6 Screen 6-6

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A Blank Worksheets A-1 GL Glossary and Abbreviations GL-1 IN Index IN-1

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DEFINITY Enterprise Communication Server Release 8.2 Reports Guide

About This Document

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About This Document

This document provides a comprehensive description of the performance reports that are available with the DEFINITY Enterprise Communications Server (ECS).

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xiiiPurpose of Traffic Reports

Purpose of Traffic Reports

The traffic measurements and their associated reports are designed to monitor and collect traffic data (also called usage data) for trunk groups, hunt groups, the attendant group, and so on. The system accumulates and stores the traffic data. You can display (and/or print) the traffic data, as an organized report, by issuing the appropriate identifying command from the management terminal.

The system reports and the supporting information contained within this document permit you to:

■ Monitor and evaluate system performance

■ Monitor security violations data, which identifies illegal attempts to access

the system

■ Observe usage trends and recommend possible corrective actions, as

needed

■ Determine the source of performance degradations (for example,

processor overload)

■ Determine possible trunk problems (for example, blocking level too high)

■ Recommend system updates and upgrades, when appropriate

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Who Should Read This Document

This document is intended for:

■ System Administrators

■ Communications System Managers

■ Technicians who resolve certain usage-related customer complaints

■ Technicians who plan system expansions and upgrades

■ Personnel involved in traffic engineering

NOTE:

You do not need a thorough knowledge of traffic theory to use the information contained in this document. However, such knowledge is helpful if you want to perform in-depth analysis of the traffic data presented in the various reports.

How This Document Is Organized

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xivWho Should Read This Document

This document consists of six chapters, an appendix, a list of abbreviations, and a glossary.

■ Chapter 1, ‘‘How to Enter Commands and Display and Print Reports’’ lists

each traffic command, describes the different types of commands, and describes how to enter a command to display and/or print a report.

■ Chapter 2, ‘‘System Printer and Report-Scheduler’’

describes the Report Scheduler software and how to schedule and print reports on the system printer.

■ Chapter 3, ‘‘Traffic Data Analysis’’ provides detailed descriptions of the

traffic measurement reports, excluding processor occupancy and security violations reports.

■ Chapter 4, ‘‘Processor Occupancy Reports’’

describes the purpose of

these four reports, when to use each report, and how to interpret each

report’s data. It also lists “Suggested Actions” that may be taken if a particular field should report data indicating an abnormal condition.

■ Chapter 5, ‘‘Security Violations Reports’’ describes the reports that contain

data on possible security violations.

■ Chapter 6, ‘‘History Reports’’ describes the History report that lists the

most recent administration and maintenance changes and the Access Security Gateway Session History report of all session establishment and rejection events.

■ Appendix A, ‘‘Blank Worksheets’’.

— Attendant Group Data Worksheet

to record the Attendant Group daily measurements for the selected days.

— Used for historical purposes

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About This Document

— Routing Pattern Data Worksheet — Used for historical purposes to

record the Routing Pattern daily measurements for the selected pattern number and days.

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xvTrademarks and Service Marks

— Hunt Group Data Worksheet

— Used for historical purposes to

record the Hunt Group daily measurements for the selected hunt group and days.

— Trunk Group Data Worksheet

— Used for historical purposes to

record the Trunk Group daily measurements for the selected trunk group and days.

— Wideband Trunk Group Worksheet

— Used for historical purposes

to record the Wideband Trunk Group daily measurements for the selected trunk groups and days.

— Processor Occupancy Data Worksheets

— Used for historical

purposes to record the Processor Occupancy daily measurements for the selected days.

— General Traffic, ACD, and CallVisor. ASAI/OCM Applications

—

Used to calculate the BHCC for complex traffic applications.

■ Appendix B, ‘‘References’’ provides an abbreviated listing and description

of system documents. Ordering information is also included.

■ Glossary and Abbreviations contains a list of abbreviations, frequently

used terms and their definitions.

■ Index.

Trademarks and Service Marks

The following are trademarks or registered trademarks of Lucent Technologies:

■ 5ESS™, 4ESS™

■ AUDIX

■ Callvisor

■ Callmaster

■ CentreVu™

■ CONVERSANT

■ DEFINITY

■ DIMENSION

■ MERLIN

■ VOICE POWER

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About This Document

The following are trademarks or registered trademarks of AT&T:

■ ACCUNET

■ DATAPHONE

■ MEGACOM

■ MULTIQUEST

■ TELESEER

The following are trademarks or registered trademarks of other companies:

■ Ascend

■ Audichron

■ MS-DOS

■ MicroChannel

■ MULTIQUEST

■ PagePac

■ UNIX

(registered trademark of Ascend, Inc.)

(registered trademark of the Audichron Company)

(registered trademark of the Microsoft Corporation)

(registered trademark of IBM Systems)

(registered trademark of Telecommunications Service)

(trademark of the Dracon Division of the Harris Corporation)

(trademark of the Novell Corporation)

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xviConventions Used in This Document

Conventions Used in This Document

This manual uses the following conventions:

■ Anything that you type at the command prompt appears in the following

typeface:

list measurements blockage pn

■ Any required fields for commands appear enclosed by <>, for example:

list measurements blockage pn <yesterday-peak/today-peak/last-hour>

■ Any optional fields appear enclosed by [], for example:

list measurements blockage pn <yesterday-peak/today-peak/last-hour> [print/schedule]

■ Keyboard keys are shown as follows: RETURN

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Related Resources

For the names and document numbers of manuals that contain additional information, see

Appendix B, ‘‘References’’

How to Make Comments about This Document

Reader comment cards are provided at the front of this document. While we have tried to make this document fit your needs, we are interested in your suggestions for improving it and urge you to complete and return a reader comment card.

If the reader comment cards have been removed from this document, please send your comments to:

Luc ent Technologies Product Documentation Development Group Room 22-2H15 11900 North Pecos Street Denver, CO 80234

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in this book.

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xviiiHow to Make Comments about This Document

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How to Enter Commands and Display and Print Reports

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How to Enter Commands and Display and Print Reports

Commands and the Command Line Format

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1-1Commands and the Command Line Format

The DEFINITY Enterprise Communications Server (E CS) management terminal is the primary device for issuing commands to the system. Following a successful login procedure, the screen displays the prompt:

Command:

If you know it, enter the complete command. Alternately, you can use HELP to obtain the list of permissible commands.

The command line consists of three parts. The parts are known as (1) the

ACTION QUALIFIER

associated with the traffic measurements.

to be taken, (2) the

for the specified object. Table 1-1

OBJECT

for the specified action, and (3) the

lists all of the commands

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Table 1-1. Traffic Measurement Commands

COMMANDS

Action Object Qualifier

change meas-selection cove ra ge change meas-selection prin cipal change meas-selection route-pattern change meas-selec tion trunk-gro up change meas-selec tion wideband - tru nk- group change report-scheduler <report number> clear measurements ds1 <CabCarSSF> [options] clear measurements ds1-facility <CabCarSSF> [options] [print or schedule] clear measurements occupancy busiest-intervals clear measurements security-violations display commu nications-int erf ace links [p r int or sched u l e] display meas-selection cove ra ge [p r int or sched u l e] display meas-selection prin cip al [p r int or sched u le] display meas-selection route-pattern [p r int or sched u l e] display meas-selec t ion trun k-group [pr int or sched u l e] display meas-selec t i on wideb an d-trunk-group [p r int or sched u l e] list aca-parameters [options] [print or schedule] list asg-history [p r int or schedule] list eme rgency [print or sc he dule] list hunt group [option] [print or schedule] list logins [pr int or schedule] list measurements aca [print or schedule] ist measurements attendant group [print or schedule] liist measurements attendant positions [print or schedule] list measurements blockage pn <required field> [print or schedule] list measurements blockage sn [option] [print or schedule] list measurements call-rate <required field> [print or schedule] list measurements call-summary [pr i nt or sched u le] list measurements cbc-trunk-group <ISDN CBC tgn>last-hour[print or schedule] list measurements clan ethernet <CabCarSSF> [print or schedule] list measurements clan ppp <CabCarSSF > [print or schedule] list measurements communications-links <xx-yy>[print or schedule] list measurements coverage-path <required field>[options] [print or schedule]

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Continued on next page

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Table 1-1. Traffic Measurement Commands — Continued

COMMANDS

Action Object Qualifier

list measurements ds1 summary <CabCarSSF> [options] [print or schedule] list measurements ds1 log <CabCarSSF> [options] [print or schedule] list measurements ds1-facility summary <CabCarSSF> [options] [print or schedule] list measurements ds1-facility log <CabCarSSF> [options] [print or schedule] list measurements hunt-group <required field>[print or schedule] list measurements lar-route-pattern <required fields>[option] [print or schedule] list measurements lightly-used-trunk <required field>[print or schedule] list measurements load-balance incoming <required field>[print or schedule] list measurements load-balance intercom <required field>[print or schedule] list measurements load-balance outgoing <required field>[print or schedule] list measurements load-balance tandem <required field>[print or schedule] list measurements load-balance total <required field>[print or schedule] list measurements modem-pool <required field>[print or schedule] list measurements occupancy busiest-intervals [print or schedule] list measurements occupancy last-hour [print or schedule] list measurements occupancy pktint [print or schedule] list measurements occupancy summary [print or schedule] list measurements outage-trunk <required field>[print or schedule] list measurements principal <required field>[options] [print or schedule] list measurements route-pattern <pat_no><required field>[print or schedule] list measurements security-violations detail [print or schedule] list measurements security-violations summary [print or schedule] list measurements summary [print or schedule] list measurements tone-receiver detail <required field>[print or schedule] list measurements tone-receiver summary <required field>[print or schedule] list measurements trunk-group hourly <tgn> [print or schedule] list measurements trunk-group summary <required field>[print or schedule] list measurements wideband-trunk-group hourly <tgn>[print or schedule] list measurements wideband-trunk-group summary <required field>[print or schedule] list performance attendant <required field>[print or schedule] list performance hunt-group <required field>[print or schedule] list performance summary <required field>[print or schedule] list performance trunk-group <required field>[print or schedule]

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1-3Commands and the Command Line Format

Continued on next page

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Table 1-1. Traffic Measurement Commands — Continued

COMMANDS

Action Object Qualifier

list report-scheduler [p r int or sched u le] monitor security-violations <required field>[print] monitor system <conn>, <scr>, <view1>, <view2> monitor traffic hunt-groups <hgn> starting group number monitor traffic trunk-groups <tgn> starting group number monitor trunk <tgn>[member #] remove report-scheduler <report number>

Monitor Commands

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1-4Commands and the Command Line Format

Continued on next page

Use the

monitor

report is displayed on the management terminal, it is automatically updated every thirty seconds. Press

NOTE:

When canceling out of some monitor commands, the management terminal interface is automatically logged off. This is not administrable.

If the status report consists of more than one page, use subsequent pages and

If you enter the or cannot be measured, a descriptive error message appears on the message line. The message line is the bottom line on the screen. Usually the error messages provide enough detail to determine the problem. However, you may press HELP when needed.

List Commands

Use the range of) attendants, trunk groups, hunt groups, and so on.

list

Display Commands

command to display real-time status reports. Whenever a status

monitor

command.

NEXT PAGE to display any

monitor

CANCEL to abort the

PREV PAGE to display previous pages.

command incorrectly, or if the qualifier is not applicable

command to obtain historical information for a list of all (or a selected

Use the

display

command to identify the parameters associated with a specific

object/qualifier (for example, the parameters being measured).

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Change Commands

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1-5Displaying Reports

Use the

change

Clear Commands

Use the result of an alarm or a system irregularity.

clear

command to remove the measurement data generated as the

Displaying Reports

T he commands, listed in Table 1-1, and the resulting reports are described in

detail in Chapters 2–6. Each of the

producing (displaying) a different report on the management terminal screen. If the command line qualifier

on the slave printer associated with the management terminal. Whenever the command line qualifier report for immediate printing (on the System Printer unless a day and time of day is scheduled) and generates a Job Id. The Job Id is required by the Repo rt Scheduler feature for updating and deleting the schedule of reports. The Report Scheduler, which is described in

Report-Scheduler’’, is used to administer a time/day schedule for each desired

report.

monitor

command to alter the group of parameters being measured.

and

schedule

list

comma nds, depicted in

is selected

is initially executed, the system defaults the

Chapter 2, ‘‘System Printer and

— the report is immediately printed

Table 1-1

, results in

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Screen Format

The on screen format for reports is as shown in Figure 1-1.

Report TitleSwitch Name/Date

list measurements occupancy summary Page 1

Switch Name: Date: 11:33 am TUE JUL 31, 1990

OCCUPANCY SUMMARY MEASUREMENTS

Peak Hour For Occupancy: 1400

Meas

Stat

Idle

Total

Hour

Occ

Calls

1000

4410

900

5010

800

3823

700

Report Area

600 500 400 300 200 100

press CANCEL to quit -- press NEXT PAGE to continue

Informational or Error Messages

23 22 23 21 23 22

1301 1287 1108 1267 1099 1049 701

Total Atmpt

5705 6499 4969 1691 1436 1294 1601 1312 1278 901

Page Numbers for Multi-Page Screens

Intcom Atmpt

1439 1637 1644 421 359 324 483 329 319 267

Inc Atmpt

1461 1601 1620 361 301 298 384 205 226 206

Out Atmpt

1510 1383 626 384 223 268 361 301 281 246

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Pnet Atmpt

1395 1878 1079 525 553 404 373 477 452 182

Figure 1-1. Screen Format

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Error messages appear highlighted above the command line, as shown in

Figure 1-2

list measurements occupancy summary Page 1

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1-7Screen Format

]"x" an invalid identifier; please press HELP[

command:

Error Message

Figure 1-2. Error Message

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Commands that you type appear as shown in Figure 1-3.

list measurements occupancy summary Page 1

command: list measurements trunk group summary

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1-8Screen Format

Command Line

Figure 1-3. Command Line

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Command Structure

A common command structure is shared across the G3csi, G3si, and G3r machines. Table 1-2 machines. Not listed are the

measurements

Table 1-2. Comparison of G3csi, G3si, and G3r Traffic-Related Commands

lists the categories of commands on the specified

list measurements

commands. For the

commands, refer to Table 1-1.

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1-9Command Structure

list

G3csi and G3si TrafficRelated Commands

G3r TrafficRelated Commands

Action Object Qualifier Action Object Qualifier

change meas-selection coverage change meas-selection coverage change meas-selection principal change meas-selection principal change meas-selection route-pattern change meas-selection route-pattern change meas-selection trunk-group change meas-selection trunk-group change meas-selection wideband-trunk-group change meas-selection wideband-trunk-group clear measurements ds1 clear measurements ds1 n/a clear measurements ds1-facility clear measurements security-violations clear measurements security-violations clear measurements occupancy busiest-intervals clear measurements occupancy busiest-intervals display meas-selection coverage display meas-selection coverage display meas-selection principal display meas-selection principal display meas-selection route-pattern display meas-selection route-pattern display meas-selection trunk-group display meas-selection trunk-group display meas-selection wideband-trunk-group display meas-selection wideband-trunk-group list performance attendant list performance attendant list performance hunt-group list performance hunt-group list performance trunk-group list performance trunk-group list performance summary list performance summary monitor traffic hunt-groups monitor traffic hunt-groups monitor traffic trunk-groups monitor traffic trunk-groups monitor system view1 monitor system view1 monitor system view2 monitor system view2 traceroute board <CabCarSSF> traceroute board <CabCarSSF> traceroute ip-address <ip-address> traceroute ip-address <ip-address>

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April 2000

G3csi, G3si, and G3r Reports

This book covers all the DEFINITY ECS G3csi, G3si, and G3r performance reports. However, some differences exist between the reports available on the different versions of the switch. Table 1-3

report applies only to the G3r version of the switch, “n/a” appears in the G3csi and G3si column.

Table 1-3. Comparison of G3csi, G3si, and G3r Traffic Reports

G3csi and G3si Traffic Reports G3r Traffic Reports

Report Sub-Report Type Report Sub-Report Type

aca Accumulated aca Accumulated

attendant group YTL attendant positions YT L-Peak attendant positions YTL-Peak blockage pn YTL-Peak blockage pn YTL-Peak n/a blockage sn YTL-Peak call-rate YTL-Peak c all-rate YTL-Peak call-summary Hourly call-summary Hourly cbc-trunk-group YTL-Peak cbc-trunk-group YTL-Peak communications-links 1-8 Hourly communications-links 1-8 Hourly n/a communications-links 9-16 Hourly coverage-path YTL-Peak coverage-path YTL-Peak ds1 log Accumulated ds1 log Accumulated ds1 summary Accumulated ds1 summary Accumulated n/a ds1-facility log Accumulated n/a ds1-facility summary Accumulated hunt-group YTL-Peak hunt-group YTL-Peak lar-route-pattern YTL lar-rout-patterne YTL lightly-used-trunk YTL lightly-used-trunk YTL load-balance total YT L-Peak load-balance total YTL-Peak load-balance intercom YTL-Peak load-balance intercom YTL-Peak load-balance incoming YTL-P eak load-balance incoming YTL-Peak load-balance outgoing YTL-Peak load-balance outgoing YTL-Peak load-balance tandem YTL-Peak load-balance tandem YTL-Peak modem-pool YTL-Peak modem-pool YTL-Peak occupancy busiest- intervals Accumulated occupancy busiest- intervals Accumulated occupancy last-hour Accumulated occupancy last-hour Accumulated n/a occupancy pktint Hourly

-Peak attendant group YT L-Peak

shows these differences. Where a

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Table 1-3. Comparison of G3csi, G3si, and G3r Traffic Reports — Continued

G3csi and G3si Traffic Reports G3r Traffic Reports

Report Sub-Report Type Report Sub-Report Type

occupancy summary Hourly oc cupancy summary Hourly outage-trunk YTL outage-trunk YTL principal YTL-Peak principal YTL-Peak route-pattern YTL route-pattern YTL security-violations detail A ccumulated security-violations detail Accumulated security-violations summary Accumulated security-violations summary Accumulated summary YT L-Peak summary YTL-Peak tone-receiver summary YTL-Peak tone-receiver summary YTL-Peak tone-receiver detail YTL-Peak tone-receiver detail YTL-Peak clan ethernet detail Accumulated clan ethernet detail Accumulated clan ppp detail Accumulated clan ppp detail Accumulated trunk-group hourly Hourly trunk-group hourly Hourly trunk-group summary YTL-Peak trunk-group summary YTL-Peak wideband-trunk-group hourly Hourly wideband-trunk-group hourly Hourly wideband-trunk-group summary YTL-Peak wideband-trunk-group summary YTL-Peak

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1. YTL = yesterday, today, and last-hour report op tions available

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System Printer and Report-Scheduler

System Printer

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The system printer, rather than the slave printer attached directly to the management terminal, is used to schedule reports to be printed. However, when desired a nd on dem and, you may pr int individual reports usi ng the management terminal printer.

The Report Scheduler feature uses the system printer as its output device. The hardware parameters for the system printer must have been previously administered.

You use Page 4 of the Feature Related System Parameters screen to administer the hardware parameters of the system printer. To access this screen, use the

change system-parameters fe atures

screen. Table 2-1

describes the data fields for this screen.

command. Screen 2-1

depicts this

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change system-parameters features Page 4 of 8 SPE A

FEATURE-RELATED SYSTEM PARAMETERS

SYSTEM PRINTER PARAMETERS System Printer Extension: 45206 Lines Per Page: 60

EIA Device Bit Rate: 9600

SYSTEM-WIDE PARAMETERS Switch Name: System Test 2

MALICIOUS CALL TRACE PARAMETERS

Apply MCT Warning Tone? n MCT Voice Recorder Trunk Group:

Screen 2-1. Feature Related System Parameters

NOTE:

The system printer must use an Electronic Industries Association (EIA) RS-232 asynchronous serial interface. Depending upon the type/model of serial printer you use, you may have to administer certain hardware option switch settings as part of the installation procedure.

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Table 2-1. System Printer Hardware Administration

Field Description

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System Printer Extension:

Enter the extension number if connected to a switched

port, or “eia” (see note below). There are two different types of switched port circuits. The TN754 circuit pack supports connections to 7400B-type data modules, while the TN726 circuit pack supports connections to the Asynchronous Data Unit (ADU)-type data module. Local requirements determine which data link option to select.

Lines Per Page:

The number of lines on the computer form. The range is from 24 to 132. Generally, 60 will be the appropriate selection.

EIA Device Bit Rate

1200, 2400, 4800, 9600 (This field displays when the System Printer Extension field is set to

System Printer Data Link Operation and Maintenance

NOTE:

If your system is a G3si or G3csi, you may connect the printer to the EIA, unless the EIA is used for Call Detail Record (CDR) collection.

eia.

)

Operation and maintenance of the system printer data link is significantly different from the CDR and journal printer data links. For example, the CDR and journal printer data links are maintained in a constant link up state, while the system printer data link is only brought up once every 15 minutes provided there are reports to be printed, or when an immediate report is scheduled.

The system printer data link has three states that identify its operational condition. The states are: (1) link up, (2) link down, and (3) maintenance busy-out. Whenever the communication path (including software processes, hardware cabling, and printer) functions properly and data is exchanged successfully between them, the data link is defined as being in the link up state. The link down state refers to all times except whenever reports are printed and whenever maintenance personnel disable the link. The maintenance busy-out state is the result of executing the

busyout sp-link

command from the management terminal. While in the maintenance busy-out state, the switch software processes and link retry operations are disabled.

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It is assumed all customers monitor the operating status of the system printer and, as necessary, refill the paper bin, relieve any paper jams, verify the printer is receiving power, and so on.

NOTE:

The Basic Call Management System (BCMS) login cannot execute the

busyout sp-link

command. This is normally only performed via the maintenance login. Therefore, as necessary, all non-maintenance personnel should simply flip the printer power switch to the OFF position to refill the paper bin and remove jammed paper. Subsequently, the system-printer can be restored on-line by turning the power switch ON.

If the system printer link generates either a warning alarm or a minor alarm, the problem should be referred to the proper maintenance personnel.

Report Scheduler

The Report Scheduler can be used with many switch features. Specifically, virtually all

list, display

qualifier. Therefore, the system administrator login, maintenance login, and other logins can schedule reports.

, or

test

commands can be executed with the

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schedule

2-4Report Scheduler

Whenever a command containing the a Job Id. A maximum of 50 different Job Ids (50 different reports) can be scheduled for printing. The R eport Scheduler feature is used to specify the actual day(s) and time of day each report is printed. For a list of measurement commands that can be scheduled, refer to Table 1-1

Print Intervals

For purposes of printing reports, three print intervals are available:

■ Immediate — The report prints immediately.

■ Scheduled — The report prints each week for the time and days

■ Deferred — The report generates once for the time and day specified

schedule

option is executed, it generates

specified. The date, time, and day(s) parameters for the report are set administratively. To change them, re-administration is required.

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Adding a Report to the Report Scheduler

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To add a report to the Report Scheduler, enter a followed by the print interval of

immediate scheduled

Screen 2-2

schedule

immediate

option. Whenever a report is initially scheduled, the

is automatically assigned as the default. Therefore, if is not desired, you must change the print interval to and you must add a day and print time to the Report Scheduler.

depicts this screen with sample data. Table 2-2 describes the data

list, test

, or

display

deferred

command

fields for this screen.

list measurements attendant-group Page 1

Job Id: 1 Job Status: none Command: list measurements attendant-group Print Interval: immediate

Screen 2-2. Report Scheduler screen

REPORT SCHEDULER

— Immediate Print Interval

Table 2-2. Report Scheduler Field Descriptions

Field Description

Job Id

This is a display-only field. Whenever a command is executed with the qualifier

schedule

, the system responds by generating a unique Job Id number. The Job Id assigned by the system is the lowest number from 1 to 50 not already in use.

Job Status

Command

This is a display-only field. It identifies the print status of the report. Since the job is not yet on the report scheduler, this field

di splay s “none.” This is a display-only field. It displays the ACTION, OBJECT,

and QUALIFIER entered when the report was scheduled.

Continued on next page

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Table 2-2. Report Scheduler Field Descriptions — Continued

Field Description

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Print Interval

Print Time

This field has three options:

scheduled

. T he default is

Interval field is changed from

scheduled

Screen 2-3

, the screen changes to the format depicted in

and the administrator is prompted to enter values

immediate, deferred

immediate.

immediate

Whenever the Print

, and

deferred

for the Print Time and the days of the week fields.

NOTE:

deferred

The

option is only used when you want to schedule a report for a single printing. Thereafter, the Job Id is automatically removed from the Report Scheduler. Those reports administered as scheduled print on a week-after-week basis.

Within a given hour, reports can be scheduled at 15-minute intervals (that is, xx:00, xx:15, xx:30, or xx:45). The system printer requires significant switch processor resources; therefore, it is important reports be scheduled for off-peak hours. Furthermore, you should not schedule all reports for the same hour and time interval, but stagger them across multiple off-peak time intervals.

If, because of printing volume or other problems, a report is not printed within 4 hours of its scheduled time interval, it is not printed until its next scheduled time interval. This is a 4-hour (non-administrable) limit. Immediate and deferred jobs are removed from the report scheduler under this scenario and require reentry to print.

Days of Week

Enter

(yes) for each day of the week the report is to be

printed. Enter

(no) for those days when the report should not

be printed. Selecting an

for all seven days of the week

effectively disables a report from being printed.

Continued on next page

list measurements attendant groups Page 1

Job Id: 1 Job Status: none Command: list report scheduler Print Interval: scheduled Print Time: xx:xx

Sun: n Mon: n Tue: n Wed: n Thu: n Fri: n Sat: n

REPORT SCHEDULER

Screen 2-3. Report Scheduler screen — Scheduled Print Interval

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2-7Report Scheduler

Other commands, such as those described in are added to the Report Scheduler in a similar manner. Simply append the

schedule

qualifier to the command (for example,

and, when the first screen appears, change the Print Interval field from

immediate

scheduled

days of the week fields.

Summary of Steps for Printing Reports on the System-Printer

1. Execute a command with the The Report Scheduler screen appears (for example,

appropriate command). It indicates the print interval is immediate.

2. Choose one of these options:

a. Press b. Type scheduled or deferred in the Print Interval field and press

NOTE:

If you are using a personal computer (PC) running a terminal emulation package, your keyboard may not have an must map a function key to serve in this capacity. (See your terminal emulation software documentation for instructions on how to do this.)

ENTER to print the report (immediately) on the system printer.

ENTER.

Chapter 3, ‘‘Traffic Data Analysis’’

list aca-parameters schedule

and subsequently administer the Print Time and the

schedule

qualifier.

Screen 2-2

ENTER key. You

with the

, )

When you change the print interval to Time and the days of the week fields are displayed (for example,

2-3).

3. Type in the desired Print Time and press The cursor is now on the days of the week field.

4. Type

5. Press

for those days that you desire to print the report.

ENTER to execute the command.

The comman d prompt appears.

Listing Scheduled Reports

This command displays a list of all reports in the Report Scheduler. The order of the list is according to scheduled print time. Reports are printed according to this list (for example, first report on the list is the first report printed).

scheduled

ENTER.

deferred

, the Print

Screen

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Command

To display a list of all reports on the Report Scheduler:

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1. Type

Screen 2-4

list report-scheduler [print/schedule]

Options

: T he

depicts the screen for the

and

schedule

list report-scheduler

and press

RETURN.

options are available for this command.

command. Table 2-3

describes the data fields for this screen.

list report-scheduler Page 1 of x

Job Id Days (smtwtfs) Time User Status Type

Command

4 nynnnnn 18:45 bcms printing immediate

list measurements attendant-group

2 nynynyn 19:00 bcms waiting scheduled

list measurements call-rate

7 nnnnnyn 19:15 bcms waiting deferred

list bcms agent 5000

23 nnynnnn 19:15 bcms waiting scheduled

list bcms agent 4000 day 09/11 09/15

Report Scheduler

Screen 2-4. List Report Scheduler screen

NOTE:

In instances such as for Job Id 4, if an immediate report is scheduled, the Days field is completed with one

for the current day and n for all others.

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All fields are display-only. If, after reviewing this report, it is determined changes need to be made, use the

change report-scheduler

desired changes.

Table 2-3. Report Scheduler Screen

Field Description

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command to make the

Job Id

Days (smtwtfs)

Time User Status

Type

When a command is executed with the

schedule

qualifier, the system responds by generating a unique Job Id number. The Job Id assigned by the system is the lowest number from 1 to 50 not already in use.

On a per-day basis, an n indicates the report is not printed that day; a y indicates the report is printed that day. Selecting an n for all seven days of the week effectively disables a report from printing.

The time interval the report is scheduled to print. The user login that scheduled the identified report. This is a display-only field. It identifies the print status of the

report. The four possible states are:

■ Waiting — Indicates the report is not scheduled for any

activity during the current 15-minute time interval.

■ Print-Next — Indicates the report is scheduled to print

within the current 15-minute time interval.

■ Printing — Indicates the report is currently printing.

■ Printed — Indicates the report has successfully printed

during the current 15-minute time interval.

The type of print interval scheduled for the report.

Command

This is a display-only field. It displays the ACT ION, O BJE CT, and QUALIFIER entered when the report was scheduled.

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Change Command

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Use the To display this screen, use the corresponds to the Job Id. Screen 2-5 screen. Table 2-4

change report-scheduler 23 Page 1

Job Id: 23 Job Status: printed Command: list bcms agent 4000 time start 08:00 stop 12:00 Print Interval: scheduled Print Time: 19:15 Sun: n Mon: y Tue: n Wed: y Thu: n Fri: y Sat: n

change report-scheduler

change report-scheduler xx

describes the data fields for this screen.

Report Scheduler

command to change the schedule of a report.

command, where xx

depicts the Change Report Scheduler

Screen 2-5. Change Report Scheduler

Table 2-4. Change Report Scheduler Screen

Field Description

Job Id

This is a display-only field. It is the unique identifier for the report. The Job Id assigned by the system is the lowest number from 1 to 50, not already in use.

Job Status

This is a display-only field. It identifies the print status of the report. The four possible states are:

Command

■ Waiting — Indicates the report is not scheduled for any

activity during the current 15-minute time interval.

■ Print-Next — Indicates the report is scheduled to print

within the current 15-minute time interval.

■ Printing — Indicates the report is currently printing.

■ Printed — Indicates the report has successfully printed

during the current 15-minute time interval.

NOTE:

The Print Time and the days of the week fields may be changed and effect a change of the Job Status.

This is a display-only field. It displays the ACTION, OBJECT, and QUALIFIER entered when the report was scheduled.

Continued on next page

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Table 2-4. Change Report Scheduler Screen — Continued

Field Description

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Print Interval

Print Time

Days of Week

The three possible options are immediate, scheduled, and deferred. If the print time of a report is changed so its scheduled time now falls inside the current 15-minute time interval (that is, the Job Status field changes from waiting to print-next), the report is not printed in the current interval. But, the report is printed during the next scheduled time interval. As a contrast, if a report scheduled for some time interval (other than the current 15-minute time interval) has its print interval changed from scheduled to immediate, the report is printed immediately.

Within a given hour reports can be scheduled at 15-minute intervals (that is xx:00, xx:15, xx:30, xx:45). This field may be changed as desired. The system printer requires significant switch processor resources; therefore, it is important that the reports be scheduled for off-peak hours. Furthermore, you shout not schedule all reports for the same hour and time interval, but stagger them across multiple off-peak time intervals. If, because of printing volume or other problems, a report is not printed within 4 hours of its scheduled time interval, it is not printed until its next scheduled time interval. This is a 4-hour (non-administrable) limit.

On a per-day basis, an n indicates the report is not to be printed that day; a y indicates the report is to be printed that day. This f i eld ca n be ch a nged a s des i red. Selecti n g an n for a ll seven days of the week effectively disables a scheduled printing of a report.

Remove Command

remove report-scheduler

The Report Scheduler. To display this screen, enter the command, where xx corresponds to the Job Id. Screen 2-6

Table 2-5

describes the data fields for the screen.

Continued on next page

command is used to remove a report from the

remove report-scheduler

depicts this screen.

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remove report-scheduler 23 Page 1

Job Id: 23 Job Status: printed Command: list bcms agent 7000 time start 08:00 stop 12:00 Print Interval: scheduled Print Time: 19:15 Sun: n Mon: y Tue: n Wed: y Thu: n Fri: y Sat: n

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Report Scheduler

Screen 2-6. Remove Report Scheduler

NOTE:

All fields are display-only. Once the user verifies the identified report is the one to be removed, it is then necessary to press

RETURN. Following this

action, the system waits for the next command.

Table 2-5. Remove Report Scheduler Command Screen

Field Description

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Job Id

Job Status

Command

Print Interval

Print Time

Days of Week

The unique identifier for the report. The Job Id assigned by the system is the lowest number from 1 to 50 not already in use.

This is a display-only field. It identifies the print status of the report. The four possible states are:

■ Waiting — Indicates the report is not scheduled for any

activity during the current 15-minute time interval.

■ Print-Next — Indicates the report is scheduled to print

within the current 15-minute time interval.

■ Printing — Indicates the report is currently printing.

■ Printed — Indicates the report has successfully printed

during the current 15-minute time interval.

This is a display-only field. It displays the ACT ION, O BJE CT, and QUALIFIER entered when the report was scheduled.

The three possible options are immediate, scheduled, and deferred.

Within a given hour, reports can be scheduled at 15-minute intervals (for example, xx:00, xx:15, xx:30, xx:45).

On a per-day basis, an n indicates the report is not to be print ed th at da y; a y in dicates the report is to be printed t hat day. Selecting an n for all seven days of the week effectively disables a report from printing.

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Traffic Data Analysis

How This Chapter Is Organized

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3-1How This Chapter Is Organized

This chapter describes all of the traffic measurement reports, excluding history, processor occupancy, and security reports. The reports are in alphabetical order. Each report description includ e s the foll owi ng elements:

■ An explanation of the report

■ The full command used to call up the report (elements of the command

may be abbreviated as long as they are unique), including a description of any required fields and options

■ An illustration of a typical report screen

■ A table that defines all field labels in the report and, when appropriate, a

“Suggested Actions” list

The following reports are provided:

■ Attendant

for attendant groups and attendant positions and provides an analysis of the data provided in the reports.

■ Automatic Circui t Assurance

measurements reports for the Automatic Circuit Assurance (ACA) feature.

■ ARS/AAR/UDP Route Pattern Measurements

measurements selection screen and routing pattern measurements report for the Automatic Route Selection (ARS), Automatic Alternate Routing (AAR), and User Datagram Protocol (UDP) features and provides an analysis of the data provided in the measurements report.

. Describes the traffic measurements and performance reports

. Describes the parameters and

. Describes the

■ Call Rate

available with DEFINITY systems.

■ Call Summary

. Describes the Call Rate measurements and summary reports

. Lists the number of completed calls for the last 24 hours.

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■ Call Coverage Measurements

. Describes the Principal Coverage and

Coverage Path measurement reports available with DEFINITY systems.

■ DS1 Link Performance Measurements

. Describes performance measurements for DS1 links. The reports available include detailed log and summary reports.

■ DS1 Converter Link Performance Measurements

. Describes performance measurements for DS1 Converter links. The reports available include detailed log and summary reports.

■ Emergency Access Calls

. Tracks emergency calls by extension, event, type of call, and time of day. This report prints in the system journal printer with name, time and event code (attendant crisis alert).

■ Hunt Groups

. Lists the hunt groups on your system. Describes the traffic measurements, performance, and status reports for Automatic Call Distribution (ACD)/Uniform Call Distribution (UCD)/Direct Department Calling (DDC) Hunt Groups and provides the analysis of the data provided in the reports.

■ LAN Performance Measurements. Describes the performance

measurements report for traffic over ethernet or ppp LAN connections.

■ LAR Route Pattern Measurements. Describes the route pattern

measurements report for the Look Ahead Routing feature.

■ Logins

. Describes the login ID information for each system user.

■ Modem Pool Groups

. Describes the traffic measurements report for

modem pool groups.

■ Multimedia

. Describes the traffic measurement reports used to determine

multimedia traffic resources.

■ Performance Summary

. Describes the traffic measurements

Performance Summary report.

■ Port Network /Load Balance

. Describes the Blockage Study report which provides information on loading and blocking for each port network as well as between switch node pairs; and the Load Balance report which provides information on load and balance for each port network and indications of the source of the load.

■ System Status

. Describes the System Status reports, which provide an

overall view of how the system is performing.

■ Tone Receiver

. Describes the Tone Receiver Summary and Tone Receiver Detailed Measurements reports which display traffic data for tone receivers.

■ Traffic Summary

. Describes the Traffic Measurements Summary report.

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3-3General Information about Reports

■ Trunk Groups

. Describes the traffic, outage, lightly used and measurements/selection reports, call-by-call (CBC), performance and status reports for T runk Groups; it also provides the validation and analysis of the data provided in the reports.

■ Wideband Trunk Groups

. Describes the Wideband Trunk Group Summary and Hourly reports and the Wideband Trunk Group Selection screen.

General Information about Reports

Report Screen Fields

Switch Name

The Switch Name field appears at the top left of all the traffic data analysis screens, just below the command. The field value is a 20-character string administered by the customer that uniquely defines the switch being measured.

Time and Date

The time and date the report is requested displays at the top right. When a question mark appears in the time fields, three possible explanations

exist.

1. The attendant presses start immediately followed by pressing cancel.

2. Pressing start and letting calls time-out after ten seconds.

3. No staffing, but making calls.

Measurement Hour

The Measurement Hour field displays the starting time (using a 24-hour clock) of the hour during which the data was recorded.

Changing the Time

If you change the time, the hour in which the time was changed is shown on the measurements reports as

hh**

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Attendant Group Reports

The Attendant Group reports are used to assess the quality of service provided to customers calling through the Listed Directory Numbers, and to facilitate the management of the attendant group so it is neither under- nor over-staffed.

The Attendant Group Measurements consist of two reports: The Attendant Group report provides hourly traffic measurements for the Attendant Group as a whole. The Attendant Positions report gives peak individual Attendant Position Measurements.

Both reports are available as PEAK reports for yesterday’s peak hour, today’s peak hour, and the last hour. A peak hour is the hour within a 24-hour period with the greatest usage (

Time Talk

Hourly data for the entire attendant group can be obtained by polling the Attendant Group report on an hourly basis.

plus

Time Held

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3-4Attendant Group Reports

) for the specified day.

Attendant Group Report

Command

To display the Attendant Group report:

1. Type

Screen

Screen 3-1 shows a typical screen for the Attendant Group report.

describes the data fields presented in the Attendant Group report.

list measurements attendant group SPE A Switch Name: Cust_Switch_Name Date: 4:47 pm WED NOV 27, 19xx

Grp Meas --------- Calls --------- ----- Time ---- Time Speed Siz Hour Ans Abnd Qued H-Abd Held Avail Talk Held Abnd Ans(sec)

0 0 0 0 0 0 0 0 0 0 0 0 YEST PEAK 10 1200 1006 0 0 0 0 212 76 0 0 0 TODAY PEAK 10 1500 1007 0 0 0 0 224 64 0 0 1 LAST HOUR

list measurements attendant group [print/schedule]

RETURN.

Options

: T he

ATTENDANT GROUP MEASUREMENTS

and

schedule

options are available for this command.

and press

Table 3-1

Screen 3-1. Attendant Group report

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Table 3-1. Attendant Group Report

Field Description

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Grp Siz

Meas Hour

Calls Ans

Calls Aband

Group Size

. The number of attendant positions (consoles)

administered for the groups.

Measurement Hour

. The hours represented are indicated by

the labels in the right-hand column (YEAS PEAK — the hours of yesterday’s peak activity, TODAY PEAK — today’s peak activity, and LAST HOUR — the last hour activity).

NOTE:

A pair of asterisks in the minute portion of the measurement hour indicates the switch time was changed during the measurements interval. All measurement data for this interval is set to zero.

Calls Answered

. The number of calls answered by all active attendants during the measurement hour. With Total Usage and Calls Answered, you can determine the Average Work Time (AWT), which is the time it takes an attendant to handle a call (refer to ‘‘Data Analysis Guidelines’’ on page 3-15

Calls placed to individual attendant extensions or that route to an attendant via a hunt group do not increment the

Calls Ans

counter.

Calls Abandoned

. The number of calls that ring an attendant group and drop (the caller hangs up) before an attendant answers. Where applicable, this total includes calls abandoned from the attendant queue before answered. A call abandoned after placed on hold is

not

included in this measurement, because it is already added to the calls answered measurement.

Suggested Action:

Observe times during which the calls abandoned number may be higher than desirable, and then schedule additional attendants in the group as needed during

the indicated times. Also, see “Percent Occupancy,” located under ‘‘Data Analysis Guidelines’’ on page 3-15

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Table 3-1. Attendant Group Report — Continued

Field Description

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Calls Qued

Calls H-Abd

Calls Held

Time Avail

Calls Queued

. T he t otal nu mber of calls placed in the attendant queue (delayed) because no attendants are available. Calls remain in the queue:

■ Until an attendant becomes available and the call is

connected.

■ Until the caller, while waiting in the queue, abandons the

call (hangs up) before an attendant is available. See

“Suggested Action” in the description of the

Calls Aband

field.

■ The call covers to another point in a coverage path.

Calls Held-Abandoned

. The number of calls that abandon while the caller is in hold mode. Held calls which time out and re-alert are included in the held-abandoned call count.

Suggested Action:

If this number is determined to be excessive, you should investigate and attempt to identify the reasons.

Calls Held

. The number of calls answered by the attendant group and subsequently placed on hold by the attendant group.

Time Available

. The time during which the “pos avail” lamp is lit on all attendant consoles, and the attendants are not talking on calls but are available to handle new calls. Measured in

(Hundred) Call Seconds or

CCS.

Centum

NOTE:

An attendant can have calls on hold and still be available.

For example, if two attendants are available for 15 minutes each during the measurement hour, the total available time would be 30 minutes or 18 CCS (0.5 hour X 36 CCS per hour).

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Table 3-1. Attendant Group Report — Continued

Field Description

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Time Avail (cont.)

Consoles may be administered either with their own unique extension number or without any extension number. For the

“with extension number” case, traffic measurements for outgoing calls and incoming calls to the extension are allotted to the console’s extension number and not to the attendant group. For the “without” case, all traffic measurements are allotted to the attendant group. The time the console is on outgoing calls is not included in the attendant group’s Time Avail meas urement.

Attendants are not available and do not accumulate time available when:

■ The position is in Night Service

■ The position was busied-out

■ The headset is unplugged

■ The attendant is servicing a call

Suggested Actions:

1. If the Time Avail plus Time Talk fields total to a number less than 36 CCS X the number of attendants, then some of the attendant positions are not staffed for the measurement hour. If this is a problem, then it is appropriate to staff additional positions during the busy hour(s).

2. If the Time Avail plus Time Talk fields equal 36 CCS X the number of attendants, then any time available is idle time or time not spent on calls. A large number for the

Avail

field indicates a low occupancy . If this is a problem,

Time

then it is appropriate to reduce the number of attendant positions that are staffed. Staffed time is usually very close to the sum of the Time Avail and Time Talk fields.

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Table 3-1. Attendant Group Report — Continued

Field Description

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Time Talk

Also referred to as

Talk Time

. The total time, during the measurement interval, attendant(s) are active or talking on a loop (measured in CCS).

Talk time is not started until the call is answered by the attendant. The duration of time between the call terminating at the attendant console and when the call is answered is not accumulated as either

Avail Time

Talk Time.

Calls split by the attendant do not accumulate talk time from the point when the attendant presses the start button until the call is placed.

Calls routed to an attendant via a hunt group are treated as calls to the attendant extension and therefore do not accumulate talk time.

NOTE:

An attendant can have up to six calls on hold at any one time. However, each attendant can only be active on one loop at a time.

Suggested Action:

If talk time is acceptable, but one or more of the other measurements are unacceptable, then all parameters should be studied in order to identify what should be changed (the number of consoles, number of attendant positions staffed, attendants schedule, faulty trunks, and so on).

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Table 3-1. Attendant Group Report — Continued

Field Description

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Time Held

Time Abnd

Also referred to as

Held Time

. The total amount of time

(measured in seconds) the attendants have calls on hold. Also referred to as

Time to Abandoned

. The average amount of time calls spend in queue and/or ringing at the console before the callers hang up (measured in seconds).

NOTE:

Time to abandoned does not include calls that overflow the attendant group queue.

Time To Abandoned =

Total Delay For All Abandoned Calls (in seconds )

_ ___________________________________________

Total Number o f Calls Abandoned

Suggested Action:

If the Time to Abandoned number is smaller than the Speed of Answer number then you need more agents. As a contrast, if the Time to Abandoned number is larger than the Speed of Answer number, then the attendant group should process the calls faster.

The attendant group

should be engineered so “Time to Abandoned” approximately equals “Avg Delay”

Total Delay =

(Time To Abandoned) × (# o f Abandoned Calls ) +

(Speedo f Answer)×(# o f CallsAnswered)

vg Delay =

_ ____________________________

Calls Answered + Calls Aband

Total Delay

NOTE:

If the average time to abandon is equal to or exceeds 9999 seconds, the value 9999 displays in the field.

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Table 3-1. Attendant Group Report — Continued

Field Description

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Speed Ans (Sec)

Speed of Answer

. The average elapsed time from when a call terminates at the attendant group to when the call is answered by an attendant (measured in seconds).

The average time calls wait to ring an attendant (Queue Usage / Calls Answered). The Queue Usage is the total time calls spend in the Attendant Queue.

NOTE:

Calls terminate either directly to an attendant console and subsequently begin ringing or in the attendant queue when there are no attendant positions available.

Speed o f Answer =

Total Delay For All Answered Calls (in seconds )

_ __________________________________________

Total Number o f Calls Answered

NOTE:

If the average time to abandon is equal to or exceeds 9999 seconds, the value 9999 displays in the field.

Suggested Action:

If this number appears to be too high and all attendants are working at acceptable efficiency levels, consider additional training that may help the attendants complete calls more quickly. Alternatively, observe the hours during which speed of service becomes unacceptable and consider adding consoles and staffing additional attendants during those hours.

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Attendant Positions Report

The Attendant Positions report provides hourly individual attendant position measurements. It is used to assess personnel performance, and to identify when additional training may be necessary.

Command

To display the Attendant Positions report:

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1. Type

list measurements attendant positions [print/schedule]

press

RETURN.

Options

: T he

and

schedule

options are available for this command.

Screen

Screen 3-2 and Screen 3-3 show a typical Attendant Positions report. Table 3-2

describes the data fields presented in the Attendant Positions report.

list measurements attendant positions Switch Name: Customer_Switch_Name Date: 4:46 pm WED NOV 27, 19xx

Yesterday’s Peak Today’s Peak Last Hour Meas Hour: 0 Meas Hour: 1200 Meas Hour: 1500 Attd ------ Time ------ Calls ------ Time ------ Calls ------ Time ------ Calls ID Avail Talk Held Ans Avail Talk Held Ans Avail Talk Held Ans 1 0 0 0 0 0 0 0 0 0 0 0 0 2 0 0 0 0 0 0 0 0 0 0 0 0 6 0 0 0 0 27 9 0 127 28 8 0 126 7 0 0 0 0 26 10 0 125 28 8 0 126 8 0 0 0 0 26 10 0 125 28 8 0 126 9 0 0 0 0 26 10 0 125 28 8 0 126 10 0 0 0 0 27 9 0 126 28 8 0 126 15 0 0 0 0 26 10 0 126 28 8 0 125 press CANCEL to quit -- press NEXT PAGE to continue

ATTENDANT POSITIONS MEASUREMENTS

and

Screen 3-2. Typical Attendant Positions report

list measurements attendant positions Page 2 Switch Name: Customer_Switch_Name Date: 4:46 pm WED NOV 27, 19xx

ATTENDANT POSITIONS MEASUREMENTS

Screen 3-3. Typical Attendant Positions report

— Page 1

— Page 2

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Table 3-2. Attendant Positions Report

Field Description

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Attd ID

Time Talk

Time Held

Time Avail

Calls Ans

Attendant ID

. A number between 1 and the maximum

number of attendants to identify which attendant’s data is being displayed This number is chosen by the user upon administering this attendant.

The time the attendant is active on calls (in CCS). Time Talk is measured from the time the attendant activates an attendant loop until the loop is released. If more than one loop is active on an attendant console at one time, the usage is counted only once (for example, one attendant is not counted as being busy more than once at a single time).

The time the attendant had calls on hold (measured in seconds).

Time Available

. The total time the subject attendant is available to receive calls during the polling interval (measured in CCS).

Calls Answered

. The total number of calls answered by this attendant (measured in CCS). Calls placed to an individual attendant extension or that route to an attendant via a hunt group do not increment the

Calls Ans.

counter.

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Attendant Performance Report

The Attendant Performance report gives the console attendant group average speed of answer for each hour of a 24-hour period, for either yesterday or today.

Command

To display the Attendant Performance report:

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Screen

1. Type

Screen 3-4 and

list performance attendant <yesterday/today> [print/schedule]

and press

Required Fields

yesterday/today

■ Enter

Options

RETURN.

: There is one required field for this command —

yesterday today

: T he

Screen 3-5

to list the attendant group activity for yesterday.

to list the attendant group activity for today.

schedule

and

options are available for this command.

show typical screens for the Attendant Performance

report, using the yesterday option. Page 1 of the display shows hours from 0000 (midnight) through 1100 (11:00

am), and Page 2 shows hours from 1200 (noon) through 2300 (11:00 pm). As shown at the bottom of Page 1, press report, or press

Table 3-3

NEXT PAGE to see the Page 2.

describes the data fields presented in the Attendant Performance

CANCEL to exit the Attendant Performance

report.

list performance attendant yesterday Page 1 Switch Name: Customer_Switch_Name Date: 1:58 pm THU MAR 29, 19xx

Meas ----------------Average Speed of Answer (sec) ------------- Speed Hour 1 2 3 4 5 6 7 8 9 10 15 20 30 40 50 100 200 Ans(sec) 0 0 100 0 200 0 300 0 400 0 500 0 600 0 700 /////// 3 800 ///////////// 5 900 ///////////// 5 1000 ///////////// 5 1100 /////////////////// 7 press CANCEL to quit -- press NEXT PAGE to continue

Screen 3-4. Attendant Performance report

ATTENDANT SPEED OF ANSWER

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list performance attendant yesterday Page 2 Switch Name: Customer_Switch_Name Date: 1:58 pm THU MAR 29, 19xx

Meas ----------------Average Speed of Answer (sec) ------------- Speed Hour 1 2 3 4 5 6 7 8 9 10 15 20 30 40 50 100 200 Ans(sec) 1200 //////////////// 6 1300 ///////////// 5 1400 ////////////////////////////////// 17 1500 ///////////// 5 1600 ///////////////////////// 9 1700 //// 2 1800 0 1900 0 2000 0 2100 0 2200 0 2300 0 Command successfully completed Command:

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ATTENDANT SPEED OF ANSWER

Screen 3-5. Attendant Performance report — Page 2

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Table 3-3. Attendant Performance Report

Field Description

Meas Hour

Measurement Hour.

The starting time (using the 24-hour

clock) of the hour during which the data was recorded.

Average Speed of

A graphic display of the average time taken by attendants to answer calls.

Answer (sec)

Speed Ans (sec)

Speed of Answer (in seconds).

answer is also displayed numerically in seconds for each hour in the report interval.

Suggested Action:

If this number appears to be too high and all attendants are working at acceptable efficiency levels, consider additional training that may help the attendants complete calls more quickly. Alternatively, observe the hours during which speed of answer becomes unacceptable and consider adding consoles and scheduling more attendants during those hours.

The average sp eed of

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Data Analysis Guidelines

The following guidelines are intended to show an easy method for determining whether currently reported data is acceptable or not. These guidelines represent the minimum you should do to verify the recorded measurement values are consistent with expected and historic values. You should perform additional checks as necessary.

To check the acceptability of hourly Attendant Measurements reports, verify the following:

■ T he system clock or group size was not changed during the measurement

hour. If the system clock was changed, the minutes field displays double asterisks (for example, 11**) and all other fields (for the indicated time interval) display zero.

■ The Average Work Time (AWT) typically ranges between 10 and 30

seconds per call (different values may be acceptable for specific applications).

NOTE:

Time Talk (in CCS) plus Time Avail (in CCS) should not exceed 36 X the group size. For example, with two attendant positions, this should not exceed 2 X 36 = 72 CCS for data collection.

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NOTE:

The attendant can have up to six calls on hold at one time.

Analyzing the Report Data

To use the Attendant Measurements reports to estimate the number of attendant positions for the application, you need additional data. The additional data needed can be calculated using data from the reports which you subsequently recorded on the Worksheet 1. The following paragraphs describe how to use data from the completed Worksheet 1 to evaluate Average Work Time, Staffed Time, Attendant Offered Load, Percent Occupancy, and Percent of Calls Queued.

NOTE:

The Attendant Data Worksheet serves to backup the data from the reports and to provide an easy means for identifying the peak hour. The data from the identified peak hour should be used in subsequent calculations.

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Average Work Time

The AWT is the average number of seconds it takes attendants to process calls. The number of calls answered and the total time the attendants are busy handling these calls (Talk Time) are used to determine the AWT.

To determine AWT, use the figures for Talk Time, Time Held (provided that time

held is considered to be a part of the agent’s normal work time), and Calls Answered from the measurements report in the following equation:

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Example

The typical report screen shown earlier in this section (see following data for yesterday’s peak hour:

Using these figures as an example, the average work time is:

Staffed Time

Staffed time is the time the attendant positions are active (ready for calls). If staffed time (per agent) equals 36 CCS, then all agents were active for the full hour. Using



Talk Time + Time Held CCS

WT =

_ _________________________

 

Calls Answered

■ Time Talk = 43 CCS or 4300 seconds

■ Time Held = 4 CCS or 400 seconds

■ Calls Answered = 170



43 CCS + 4 CCS

WT =

_ _______________



170 calls



Screen 3-1

as an example, staffed time per agent is:

Sta ff ed Time (per Agent) =



× 100 Seconds = 27. 6 Seconds per call

 

Time Available + Talk Time

_ ___________________________





100 Seconds

___________







# o f Agents

CCS

  

Screen 3-1

) lists the

29 CCS + 43 CCS

Sta ff ed Time (per Agent) =

_ ___________________

= 36 CCS

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Attendant Offered Load

The Attendant Offered Load (AOL) is the sum of the Calls Answered plus Calls Abandoned times the AWT (Average Work T ime). You can determine the AOL with the following equation:

OL (in seconds ) = (Calls Ans + Calls Aband) × AWT in seconds

AOL in seconds

OL (in CCS ) =

_ _____________

100

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Example

The typical report screen shown earlier in this section (see Screen 3-1

following data for yesterday’s peak hour:

■ Calls Answered = 170

■ Calls Abandoned = 3

And from the calculations in the previous example:

■ AWT = 27.6 Seconds

Percent Occupancy

The occupancy level may be expressed as a function of the total time of the measurement hour or a function of the time the positions were active and attended. Generally, it is expected all positions are staffed 100 percent of the time during the peak busy hour. Therefore, the measurement Per cent Occupancy (total time) is sufficient in most instances.

Assuming attendant positions are staffed 100 percent of the time, then each position can handle 36 CCS of load during the peak hour. Therefore, based upon the calculated AOL of 47.75 CCS, two attendant positions are required.

The two status reports be used to display status of the attendant console positions. Specifically, you can use these two reports to determine, on an instantaneous basis, how many attendant positions are activated, and the identifying number of those deactivated.

) lists the

monitor system view1

monitor system view2

and

, can

NOTE:

Since the

monitor system view1

and

commands not only display status of the attendant consoles but also maintenance and traffic status, they are included in this chapter under the heading System Status.

For this example, the percent occupancy is calculated as follows:

aximum Possible Usage = 36 CCS × Total # o f Members

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Suggested Actions:

attendants are neither underworked nor overworked. If the percent occupancy is high and the time available (from the Worksheet) is low, the recommendation is to staff another attendant position. If the percent occupancy is low and the time available (from the worksheet) is high, the recommendation is to staff fewer attendant positions.

NOTE:

The Percent Occupancy should not exceed 92% (even on large systems with several attendant consoles). The 92% is a human factors limitation and does not apply to hardware servers.

The formula for calculating “Percent Occupancy (attended)” is as follows:

Percent Occupancy (attended) =

When all positions of the attendant group are staffed, the equation for percent occupancy (attended) yields the same results as the equation for percent occupancy (total time).

Percent of Calls Queued

As the percent of calls queued increases, the Speed of Ans field also increases. Callers are more likely to become frustrated as they are delayed and more likely to abandon their calls, thus contributing to the perception that the level of service has decreased.

You should staff a sufficient number of positions so the

_ _____________________

Time Avail + Time Talk

AOL

× 100

Percent of Calls Queued (or delayed) is defined as follows:

% Queued =

_ _______________________

_ __________________

Calls Queued

Calls Ans + Calls Aband

78 calls

170 calls + 3 calls

78 calls

_ ________

173 calls

= 45 %

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Analyzing Customer Supplied (Theoretical) Data

For an installed system, the measurement reports are always recommended over theoretical data derived from traffic tables. However, it is recognized there are occasions when the use of traffic tables is necessary and desirable. For example, as a part of responding to a request for proposal (RFP), a potential customer may supply certain traffic data obtained independent of the switch, and request that the RFP include calculations indicating how well the switch accommodates the specified traffic. It may also be desirable to use traffic tables during the system engineering and planning stage.

NOTE:

Traffic Engineering Capacity tables such as the Erlang-C Infinite Queue, Erlang-C Finite Queue, and Retrial Capacity are used for data analysis when necessary. Traffic Engineering Capacity tables are based on mathematical models in which certain assumptions are made about call arrivals, the serving process, and the disposition of blocked calls.

Speed of Answer

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Given the appropriate variables, you can estimate the Speed of Answer. You need the following:

■ Erlang-C Infinite Queue Capacity tables (found in

■ AWT (Average Work Time)

■ Number of Attendant Positions Staffed (Working Servers)

■ AOL, where: AOL = (Calls Ans + Calls Aband) X AWT

Basic Traffic Analysis

)

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Example:

Given the following data, estimate the Speed of Answer:

■ Time Talk = 43 CCS

■ Time Held = 4 CCS

■ Calls Answered = 170

■ Using Time Talk, Time Held, and Calls Answered, the calculations indicate

AWT= 27.6 Seconds

■ Number of Attendant Positions Staffed = 2

■ Calls Abandoned = 3

■ Using Calls Answered, Calls Abandoned, and AWT, the calculations

indicate that AOL = 47.83 CCS

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1. In the table shown in Figure 3-1

, locate the row that corresponds to

two attendant positions (working servers).

2. Read across to find the offered load closest to 47.83 CCS. (The closest is 46.2 CCS, when rounding up.)

3. Read up to find the Average Delay in Multiples of Average Holding Time that corresponds to 46.2 CCS (for this example, the Average Delay in Multiples of Average Holding Time is.700).

4. Estimate the theoretical Speed of Answer by multiplying the Average Delay in Multiples of Average Holding Time by AWT (that is, Speed of Answer =.7 X 27.6 seconds = 19.3 seconds).

NOTE:

This example implies all calls have an average of 19.3 seconds delay. Some of the calls are answered immediately, while the remaining calls are delayed. To find the portion of calls that experience a delay before service can be estimated, use the table shown in Figure 3-2

. The average delay of these calls can be estimated using the table shown in

Figure 3-3

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Figure 3-1. Estimating the Speed of Answer

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5. To determine the percentage of calls that experience a delay, use the Average Delay in Multiples of Average Holding Time that is closest to the expected AOL.

a. In the Erlang-C Infinite Queue Capacity table shown in

Figure 3-1

, locate the row that corresponds to two working

servers.

b. Read across until you find the value closest to the expected

AOL (the value closest to 47.83 CCS is 46.2 CCS).

c. Read up to find the Average Delay in Multiples of Average

Holding Time that corresponds to 46.2 CCS (the Average Delay in Multiples of AHT is .700).

d. In the Erlang-C Probability of Delay table shown in Figure

3-2, find the .700 column.

e. Read down this column until it intersects the row with two

servers. The value at the intersection is .502, which represents the probability of delay. This value sh ows that

50.2 percent of the calls experience some delay before being answered.

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Figure 3-2. Estimating the Percentage of Delayed Calls

6. To determine the Average Delay of the Delayed Calls, proceed as follows:

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a. In Figure 3-3

, locate the .700 column.

b. Read down this column until it intersects the row with two

servers. (The value at the intersection is 1.40. This is the Average Delay of Delayed Calls in Multiples of Average Holding Time).

c. To obtain the Average Delay of Delayed Calls in seconds,

multiply the Average Holding Time by 1.40 (1.40 X 27.6 seconds = 38.6 seconds).

In summary, when two attendant positions are provided to accommodate 173 calls during the busy hour, the speed of answer for all calls is 19.3 seconds. While 49.8 percent of the calls are answered immediately, the remaining 50.2 percent have an average delay of 38.6 seconds.

Figure 3-3. Estimating the Average Delay of Delayed Calls

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Estimating the Number of Attendant Positions Required

Given the appropriate variables, you can estimate the number of attendant positions required to achieve a desired Speed of Answer. You need the following:

■ Erlang-C CCS Capacity Tables

■ AWT

■ AOL

■ Desired Speed of Answer

Example:

For this example, we continue with the previous example’s data; that is:

■ AWT = 27.6 seconds

■ AOL = 47.83 CCS

■ Assuming that the Desired Speed of Answer = 13 seconds

To determine the Ave rage Delay in Multiples of AWT:

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verage Delay in Multiples o f AWT =

Desired Speed o f Answer

_ ______________________

AWT

13 seconds

_ ___________

27. 6 seconds

= .4710

Figure 3-4. Estimating the Average Delay of Delayed Calls

a. In the table shown in

Figure 3-9

, Erlang-C Infinite Queue Capacity, locate the column that most closely corresponds to the objective delay of .4710 (this falls between .450 and .500, so use the .500 column).

b. Read down the column until the offered load closest to 47.83 CCS is found

(this falls between 41.6 and 74.3, so use the 41.6 row).

c. Read horizontally to the left or right margin to find the number of servers

required (number of servers required = 2).

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Figure 3-5. Estimating Attendant Position Requirements

Estimating Percent Occupancy

To determine the percent occupancy (total time) you need the following data:

■ Number of attendant positions staffed

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■ AOL

Example:

For this example we continue with the previous example’s data; that is:

■ AOL = 47.83 CCS

■ # of positions staffed = 2

Assume the attendant positions are staffed 100 percent of the time, then each position can handle 36 CCS of load during the peak hour.

% Occupancy (total time ) =

47. 83 CCS

_ ___________

2 x 36 CCS

× 100 = 66 %

____________________

# positions x 36 CCS

AOL

× 100 =

Figure 3-6. Estimating Attendant Position Requirements

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Automatic Circuit Assurance

This section describes the parameters and measurements reports for the Automatic Circuit Assurance (ACA) feature. Specifically, these two reports are identified as the ACA Parameters report and ACA Measurements report.

The ACA feature can be used to identify possible malfunctioning trunks by providing an alerting mechanism that monitors:

■ The occurrence of an excessive number of short holding time calls

■ The occurrence of calls that have an abnormally long holding time

When the number of short holding time calls exceeds the threshold administered for a trunk group, or the duration of a call exceeds the administrated long holding time limit for the trunk group, the following actions occur:

1. An entry is made on the ACA Measurement Report.

2. A referral call is placed to a designated attendant console or display-equipped voice terminal.

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NOTE:

For a more complete description of the ACA feature, refer to

DEFINITY ECS Administrator’s Guide

Background Information:

1. To determine if the ACA feature is enabled, use the

system-parameters feature

command.

display

2. When ACA is enabled, it may be used either on a single system basis or in a Distributed Communications System (DCS) network. Administration of the ACA Referral Calls field (also displayed on the System Parameters screen) determines where referral calls terminate. For DCS networks, one switch (the primary) is administered to receive ACA referred calls from remote nodes in the network for all switches within the network. Furthermore, the field ACA Remote PBX Identification must be administered with the PBX ID of the node that is designated as primary.

For non-DCS arrangements, the switch is administered as local.

3. The switch that displays the ACA measurements must have a valid number administered in the ACA Referral Destination field.

4. A valid ACA referral destination can be any of the following:

■ An individual attendant

■ The attendant group

■ A designated station that is equipped with an alphanumeric display

5. Those systems equipped with a Speech Synthesizer circuit pack may also provide an audio (voice synthesized) report of the referral calls.

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ACA Parameters Report

The ACA Parameters report lists all trunk groups in the system and displays the current definitions (parameters) for long and short holding times.

NOTE:

The parameters are administered on the trunk group screens.

Command

To display the ACA Parameters report:

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1. Type

[count

Options

list aca-parameters [number

] [print/schedule]

and press

] [to number x] [name x] [aca-on

RETURN.

: There are six options for this command:

number

Enter the beginning trunk group number.

to-number

Enter the ending trunk group number.

name

Enter the trunk group name.

aca on

Enter y to indicate the trunk group is monitored by aca.

count

Enter the number of trunk groups to list.

and

schedule

This option allows you to print the report immediately or schedule the report to print at another time.

]

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Screen

Screen 3-6 shows a typical screen for the ACA Parameters report. Table 3-4

describes the data fields presented in the ACA Parameters report.

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3-27ACA Parameters Report

list aca-parameters

Group Group Group ACA Short Short Long Number TAC Type Name On? Hold Time Thres Hold Time 41 351 tie MARKETING n 10 15 1 42 352 tie PURCHASING n 10 15 1 43 353 isdn-pri D5-G2 PRI Tie n 10 15 1 44 354 tie FINANCE n 10 15 1 45 355 tie SALES n 10 15 1 46 356 tie NEW YORK n 10 15 1 54 373 wats SERVICE-WATS y 10 15 1 55 371 tie DATA LINK n 10 15 1 57 387 tie 2 WAY TIE LINE y 10 15 1 58 386 wats NJ-WATS y 10 15 1 59 385 wats WATS-800 y 10 15 1 60 384 did DID y 10 15 1 61 383 co WASHINGTON y 10 15 1 Command successfully completed Command:

ACA PARAMETERS

Screen 3-6. Typical ACA Parameters report

Table 3-4. ACA Parameters Report

Field Description

Group Number

A unique number (assigned during administration) that identifies each trunk group. It may be any number within the range of one to the maximum number of trunk groups supported by the system.

TAC

Trunk Access Code

. The TAC (assigned during

administration) for the trunk group.

Continued on next page

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Table 3-4. ACA Parameters Report — Continued

Field Description

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Group Type

The type of trunk. The system allows the following trunk types:

■ Access (

■ Advanced Private Line Termination (

■ Central Office (

■ Customer Provided Equipment (

■ Digital Multiplexed Interface-Bit Oriented Signaling

dmi-bos

(

■ Direct Inward Dialing (

■ Direct Inward/Outward Dialing (

■ Foreign Exchange (

■ Integrated Services Digital Network (

■ Release Link Trunk (

■ Tandem (

■ Tie Trunk (

■ Wide Area Telecommunications Service (

access

)

tandem

tie

)

aplt

) or Public Network Service

cpe

)

did

)

diod

)

isdn-pri

rlt

)

wats

)

NOTE:

For a complete definition of these trunk group types, refer to the

DEFINITY ECS Administrator’s Guide

Group Name

ACA On?

The trunk group identification administered on the Trunk Group screen.

Indicates whether or not the trunk group is monitored by ACA.

Suggested Actions:

The decision to monitor a trunk group (field entry y) may depend on a complaint from a user, historical problems, or suspicious data from another report. ACA measurements may be used in conjunction with other measurement reports for confirmation purposes. These other reports include:

■ The list performance trunk-group

■ The list performance summary

■ The list measurements outage-trunk

■ The list measurements trunk-group summary or hourly

Continued on next page

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Table 3-4. ACA Parameters Report — Continued

Field Description

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Short Hold Time

Short Thres

Long Hold Time

The maximum number of seconds a call is considered a short holding time call. A holding time t longer than this value is considered as a normal call up until the long holding time is exceeded. The short holding time value is specified on the Trunk Group screen when the trunk group is administered. The field range is from 0 to 160 seconds with 10 seconds being the default.

Short Threshold

. The system maintains a running count of each call with a duration of less than or equal to the administered short holding time. The count is increased by one for each call that meets the short holding time criteria. When this count reaches the designated threshold, an entry is made in the ACA Measurements report, and a referral call is placed. The threshold value is specified on the Trunk Group screen when the trunk group is administered. The field range is from 0 to 30 with 15 being the default.

The minimum time of seizure, in hours, the system considers a call as having a long holding time. This number is specified on the Trunk Group screen when the trunk group is administered. The number has a range of zero to ten hours with one hour as the default. A referral call is placed as soon as a single long holding call is detected.

Continued on next page

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ACA Measurements Report

The ACA Measurements report displays the audit trail list of short and long holding time referral calls placed.

Command

To display the ACA Measurements Report:

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3-30ACA Measurements Report

Screen

1. Type

list measurements aca [print/schedule]

Options

: T he

and

schedule

options are available for this command.

and press

RETURN.

Screen 3-7 and Screen 3-8 show typical screens for the ACA Measurements

report. The date and time the report was requested is displayed to the right, following the name of the report.

This report may contain up to 64 entries on several pages. If more than 64 referrals have been entered since the last system reinitialization, the report shows the 64 most recent entries; older entries, if any , are overwritten. As shown in

Screen 3-7

re-initialization, press

, if more than 14 referrals have occurred since the last system

NEXT PAGE to see additional entries, or press CANCEL to exit

the report.

NOTE:

For wideband calls that consume more than 64 kbps of bandwidth, only the lowest numbered B-channel is shown on the ACA Measurements report. In addition, on the report, entries that pertain to referral calls associated with

wideband facilities are designated by a “W” in the far right position of the report entry.

NOTE:

If the ACA measurements report contains entries for referral calls pertaining to wideband facilities the subtitle (w = Wideband Support) will append to the report title.

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Table 3-5 describes the data fields presented in the ACA Measurements report.

list measurements aca Page 1 Switch Name: Cust_Switch_Name Date: 2:11 pm TUE May 1, 19xx Automatic Circuit Assurance Measurements (W=Wideband Support) Day & Time Trunk Trunk Trunk Type of of Referral Group No. Access Code Member Referral 29/10:00 57 387 6 Long 28/14:00 62 382 4 Short 27/20:00 59 385 1 Long 27/19:00 59 385 1 Long 24/15:58 59 385 2 Long 24/10:00 63 381 1 Long 24/09:00 63 381 1 Long 23/11:00 61 383 9 Short 23/09:00 61 383 9 Long 22/13:18 63 381 5 Long 22/11:42 62 382 12 Long 22/06:44 57 387 11 Short 21/13:00 62 382 5 Long 20/21:22 61 383 1 Long

press CANCEL to quit -- press NEXT PAGE to continue

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Screen 3-7. ACA Measurements Report

list measurements aca Page 2 Switch Name: Cust_Switch_Name Date: 2:11 pm TUE May 1, 19xx Automatic Circuit Assurance Measurements (W=Wideband Support) Day & Time Trunk Trunk Trunk Type of of Referral Group No. Access Code Member Referral 20/15:52 63 381 3 Long 20/13:00 60 384 8 Long 17/16:26 63 381 2 Long 17/13:38 63 381 3 Short 16/22:17 60 384 7 Long 16/12:26 57 387 5 Short 16/12:26 43 353 2 Long W 16/11:46 60 384 7 Long Command successfully completed Command:

Screen 3-8. ACA Measurements Report

— Page 1

— Page 2

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Table 3-5. ACA Measurements Report

Field Description

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Day & Time of Referral

Trunk Group No.

Trunk Access Code

Trunk Member

The day and time at which either the threshold for short holding time calls was exceeded or long holding time call was reached and a referral call was placed (see Table 3-4

for definitions of short and long holding times and the short threshold counter). Expressed as: day of the current month/hour:minute

The report lists referral calls beginning with the most recent and continuing back in time until either all referrals are listed or the most recent 64 are listed. A referral call is completed if the call is answered. A call that is not answered is attempted again at the top of the next hour and each subsequent hour until it is answered or when a new ACA call is received.

Trunk Group Number

. The number of the trunk group over

which the referral call was placed. Trunk Access Code for the trunk group.

The specific trunk in the group that experienced the short or long holding time infraction. This information can be used, with other maintenance tests, to identify the equipment location (circuit pack) of the trunk group member. For wideband trunk groups, the number shown is the lowest numbered trunk used in the wideband call.

Type of Referral

Wideband Flag

Indicates whether the referral occurred as the result of too many

short

hold ing time calls or an excessively

long

holding

time call.

Suggested Action:

Generally, a referral call should serve as a warning of potential trunk failures. In addition, an excessively long-holding call may indicate a security breach. Resolution of the problem should, in most cases, be the function of maintenance personnel. Depending upon local arrangements, it may be appropriate to alert maintenance personnel if they have not already been alerted.

If the call was a wideband call, a “W” appears next to the entry. In addition, if any wideband calls appear on the report, the tag “W = Wideband Support” appears in the report heading.

Continued on next page

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ARS/AAR/UDP Route Pattern

Automatic Route Selection (ARS), Automatic Alternate Routing (AAR), and the Uniform Dial Plan (UDP) are features that route calls over public and private networks. To route the calls, ARS, AAR, and UDP select a routing pattern. A routing pattern is a list of trunk groups and a set of parameters that define the conditions under which each trunk group should be chosen to route calls.

There are two measurement screens related to routing patterns. The Route

Pattern Measurements Selection screen displays the list of patterns to be

measured. The Route Pattern Measurements report displays traffic data for the specified pattern (as a whole) as well as the distribution of traffic on the trunk groups in the pattern.

Command

To display the list of route patterns to be measured:

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1. Type

display meas-selection route-pattern [print/schedule]

RETURN.

Options

: T he

and

schedule

options are available for the display

command only (see Note).

NOTE:

Routing pattern numbers are administered as a part of the system implementation process; more specifically, as a part of administering the ARS, AAR, or UDP features. This procedure is fully described in the

DEFINITY ECS Administrator’s Guide

To change the list of routing patterns to be measured:

1. Type

2. Enter the route pattern number to be measured and press

change meas-selection route-pattern

and press

RETURN.

ENTER.

Pattern numbers do not have to be in numerical order. If the pattern number you want is not listed, add the number (if there is space available), or replace an existing pattern number you no longer need. Press

RETURN until the cursor is placed on the unwanted pattern number

and enter the new number, or press

CLEAR FIELD and enter the new

number.

and press

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Screen

Screen 3-9 shows a typical Route Pattern Measurements Selection screen

containing entries for the 25 patterns to be measured. Table 3-6 data fields presented in the Route Pattern Measurements Selection screen.

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describes the

change meas-selection route-pattern

Pattern No. Pattern No. Pattern No. Pattern No. Pattern No. 1: _____ 6: _____ 11: _____ 16: _____ 21: _____ 2: _____ 7: _____ 12: _____ 17: _____ 22: _____ 3: _____ 8: _____ 13: _____ 18: _____ 23: _____ 4: _____ 9: _____ 14: _____ 19: _____ 24: _____ 5: _____ 10: _____ 15: _____ 20: _____ 25: _____

ROUTE PATTERN MEASUREMENT SELECTION

Screen 3-9. Route Pattern Measurements Selection screen

Table 3-6. Route Pattern Measurements Selection screen

Field Description

Pattern No.

Pattern number

. Lists the numbers of the 25 patterns

selected for measurement.

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ARS/AAR/UDP Route Pattern Measurements Report

The Route Pattern Measurements report contains usage measurements for each of the 25 selected routing patterns. This report displays traffic data for the specified pattern (all trunk groups within the pattern, as a whole) as well as the distribution of traffic on each trunk group in the pattern.

Command

To display the Route Pattern Measurements Report:

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3-35ARS/AAR/UDP Route Pattern Measurements Report

1. Type

list measurements route-pattern <assigned pattern number

(1-254)> <yesterday/today/last-hour> [print/schedule]

RETURN.

Required Fields

: There are two required fields for this command.

1. assigned pattern number

■ Enter the identifying

pattern number

This number must previously have been assigned to one of the numbers on the Route Pattern Measurement Selection screen. In order to obtain data for the pattern, it must previously have been administered on the ARS/AAR/UDP screens.

2. yesterday/today/last-hour

■ Enter

yesterday

today last-hour

to list the route pattern activity for yesterday.

to list the route pattern activity for today.

to list the route pattern activity of the most

recently completed hour.

For example, to display yesterday’s measurements for route

list measurements route-pattern 27

schedule

options are available for this command.

Options

pattern 27, type

yesterday

: T he

and

and press

you wish to display.

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Screen

Screen 3-10 shows a typical screen for the Route Pattern Measurements report. Table 3-7

Measurements report.

list measurements route-pattern 1 last-hour Switch Name: Cust_Switch_Name Date: 1:54 pm MON SEP 16, 19xx

Pat. Queue Calls Calls Calls Calls Queue No. Size Offered Carried Blocked Queued Ovflo. 1 5 7 7 0 0 0

(trunk groups are shown in order of selection) Grp Grp Grp Grp ------ % Calls Carried ------- % Total No. Type Size Dir 10 20 30 40 50 60 70 80 90 100 Calls Calls 37 isdn-pri 22 two ////////////////////////////// 100 7 W

Screen 3-10. Routing Pattern Measurements Report

describes the data fields presented in the Route Pattern

ROUTE PATTERN MEASUREMENTS (W=Wideband Support)

TRUNK GROUP MEASUREMENTS FOR PATTERN

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3-36ARS/AAR/UDP Route Pattern Measurements Report

Table 3-7. Route Pattern Measurements Report

Field Description

Pat. No. Queue

Size

Pattern number

The size (length) of the queue for the first trunk group in the route pattern. This is commonly referred to as the route pattern queue

. The number of the route pattern measured.

size. A queue is an ordered sequence of calls waiting to be processed. For this example, a maximum of five calls may be in queue at any one time.

Calls Offered

The total number of calls offered to the route pattern.

Calls O ff ered (With Queue ) = # o f Calls Carried + # o f QueueOver f lowCalls +

# o f QueueAbandonCalls

Calls O ff ered (Without Queue ) = # o f Calls Carried +

# o f CallsBlocked

Continued on next page

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Table 3-7. Route Pattern Measurements Report — Continued

Field Description

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3-37ARS/AAR/UDP Route Pattern Measurements Report

Calls Carried

Calls Blocked

Calls Queued

Queue Ovflo.

The total number of seizures (for all trunk groups) in the routing pattern.

The number of offered outgoing calls that found all trunk groups in the pattern busy. If the queue overflows, then the call is still blocked. Specifically, a blocked call is a call that:

1. Arrives when there are no available resources

2. Arrives and gets queued

3. Arrives when the queue is full

4. Arrives and cannot queue because the queue length is set to zero

5. Cannot queue because the Automatic Callback (ACB) button is busy

6. Cannot queue because there is no ACB button

The number of offered calls that found all trunk groups in the pattern busy and were placed in queue for the first trunk group (first-choice trunk group) in the pattern. These calls also incr em ent the blocked calls co unte r.

Queue Overflow

. The number of calls that find the queue on the first trunk group full. Calls attempted while the queue is in overflow receive a reorder signal. These calls also increment the blocked calls counter.

Grp No.

Group Number

. The number, assigned via the Trunk Group screen, that identifies each trunk group associated with the displayed data. Trunk groups are listed in the same order as they are assigned on the Route Pattern screen. The first trunk group listed is the first selected (preference 1); the second listed is the second selected (preference 2), and so on.

Continued on next page

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Table 3-7. Route Pattern Measurements Report — Continued

Field Description

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Grp Type

Grp Size Grp Dir

% Calls Carried

Group Type

. The type of trunk in the group. The following types

of trunk groups can be accessed through the route pattern:

■ Access (

■ Advanced Private Line Termination (

■ Local Central Office (

■ Direct Inward/Outward Dialing (

■ Foreign Exchange (

■ Integrated Services Digital Network-Primary Rate Interface

isdn-pri

(

■ Tandem (

■ Tie Trunk (

■ Wide Area Telecommunications Service (

Group Size Group Direction

are outg o ing (

access

)

aplt

)

diod

)

tandem

tie

)

wats

)

. The number of trunks in the group.

. Identifies whether the assigned trunk groups

out

) or 2-way (

two

). Incoming trunks are not

included in route patterns.

Percentage of Calls Carried

. A graphic display showing the percentage of total calls carried over the route pattern by the trunk groups.

Continued on next page

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Table 3-7. Route Pattern Measurements Report — Continued

Field Description

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3-39ARS/AAR/UDP Route Pattern Measurements Report

% Calls

Total Calls

Wideband Flag

Percentage of Calls

. The percentage of the total calls carried

over the route pattern by the trunk group.

Suggested Action:

The first trunk group listed in the report is the first choice trunk group. This trunk group should always carry a significantly larger percentage of the calls than any of the other trunk groups. If not, you should add more members so the first choice trunk group has significantly more members than any other group in the pattern.

The total number of calls carried by the route pattern by the trunk group. For the of calls carried since the previous midnight. For the

today

report, this field indicates the number

yesterday

report, this field indicates the number of calls carried all day (24 hours) yesterday.

NOTE:

This column displays a cumulative number; there are no peak data measurements for the route pattern reports. However, you can use the trunk group reports to display

“peak” as well as other data for the trunk groups.

If a trunk group is administered to support wideband switching, a “W” appears next to the trunk group entry. In addition, if any of the trunk groups on the report support wideband switching, the tag “W = Wideband Support” appears in the report heading.

Continued on next page

1. See the ‘‘Trunk Group Measur em ent Sel ec tio n’ ’ for this measurement.

Specifically the number of offered calls includes:

■ The number of calls carried on all trunks in the route pattern.

■ The number of calls that could not queue because there were no available

queue slots.

■ The number of calls that queued, but abandoned the queue before

seizing a trunk.

■ The number of calls that could not be queued because the queue length

was zero.

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Data Analysis Guidelines

The following guidelines are intended to show an easy and fast method of determining whether the collected data is invalid or questionable. These guidelines represent the least that you should do for validation. You should perform additional validation as necessary.

To validate the Route Pattern Measurements report, verify the following data is in order:

■ Total Calls Offered to a pattern should always be equal to the sum of the

columns “Calls Carried” plus “Queue Overflow” plus “Queue Abandoned” if there is a queue on the first preference.

■ Total percent of all calls carried in a pattern (sum of the % Ca lls column for

each trunk group) should never exceed 100.

Analyzing the Data

The Routing Pattern Data worksheet serves to back up the data from the reports and to provide an easy means to view overall performance of the specified route-pattern. The routing pattern reports/worksheet do not identify a peak hour but do total the data for the identified time period.

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The Routing Pattern Measurements report summarizes data for the specified routing pattern. This report is intended to assist you in determining the following:

■ How traffic is distributed over the trunk groups in the pattern

■ Whether the Facility Restriction Levels (FRL) are administered properly

■ The proper number of trunk members and trunk groups

Routing Patterns are administered as a part of ARS/AAR/UDP administration. If, after analyzing the data presented with this report, you determine the Routing Pattern should be changed (for example, you need to increase the number of trunk members or trunk groups), then you must go back to the Routing Pattern screen to make the changes. For example, if the FRL for the Routing Pattern is to be changed, you must go back to the ARS/AAR/UDP Routing Pattern screen to make this change. A more likely scenario is that the users, attempting to originate calls over the routing pattern, are blocked because the number assigned to their FRL is lower than that assigned to the trunk group. A user can only access trunk groups with numbers the same as or lower than their FRL number. (They cannot access trunk groups with numbers higher than their FRL).

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A pattern may have enough trunks but may not have proper FRL assigned to the users attempting to originate calls with the pattern. If the report indicates a high number for the Calls Queued column and/or Queue Overflow column, but the usage on trunks in the groups following the first choice trunk group is low, consider identifying the group of users who are attempting to originate calls but

are blocked. Then raise this group’s FRL. This can be accomplished by accessing the Class of Restriction screen and increasing the FRL number for the identified group or groups of users.

If the report indicates a high Queue Overflow rate and a high usage rate for all trunk groups in the pattern, then this probably indicates there are not enough trunks. For this scenario a variety of solutions may be implemented. Generally, the simplest is to increase the number of first choice trunks. Another consideration is to add more trunk groups to the pattern. Perhaps the most drastic change is to reorganize the ARS/AAR/UDP Routing Patterns.

Generally, you want to minimize the number in the Calls Blocked column. In addition, there may be certain users’ calls you want to block.

Additional and somewhat related information is available on the Performance Summary report. For example, the Performance Summary report lists the five trunk groups with the highest percent of blocking during their peak hour. Furthermore, the report lists the trunk group members out of service. Also listed are the trunk members, by trunk group, that were not used during the reporting period.

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The Trunk Groups and Wideband Trunk Groups reports provide measurement data that relates to the Routing Pattern Measurements report. For example, the total number of calls that overflow from the first choice trunk group is listed in the Grp Ovfl field. It should be understood that, depending on how the trunk group is administered, these overflow calls are rerouted to the other (second, third, and so on) trunk groups.

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Call Rate Measurements Reports

This section describes the Call Rate Measurements reports available with DEFINITY ECS systems.

The Call Rate Measurements reports provides traffic data for all calls (incoming, outgoing, and intercom) completed on the system during the following time intervals:

■ Last hour

■ Current day’s peak hour

■ Previous day’s peak hour

The peak hours are the hours with the greatest number of calls and the hours with the busiest 36-second intervals. A 36-second interval (1 one-hundredth of an hour) is used so the number of busy intervals X 100 gives the peak call rate for the listed hour. For example, assume you have normal traffic and there were 31 calls for the peak 36-second interval of the last hour, then the peak calling rate would have been 3100 calls for an equivalent hour. The number of calls actually completed is normally much less than this number.

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Command

To display a Call Rate Measurements report:

1. Type

list measurements call-rate <total/service-link/

multimedia/data/voice> [print/schedule]

Required Fields

: There is one required field for this command —

total/service-link/multimedia/data/voice

■ Enter

total

to list the traffic data for all calls (incoming, outgoing,

and intercom).

■ Enter

voice

to list the traffic data for voice calls (incoming,

outgoing, and intercom).

■ Enter

data

to list the traffic data for data calls (incoming, outgoing,

and intercom).

■ Enter

multimedia

to list the traffic data for multimedia calls (incoming, outgoing, and intercom). This command is only available if MMCH (Basic) is enabled. (G3si and G3r only)

■ Enter

service-link

to list the traffic data for service link calls (incoming, outgoing, and intercom). This command is only available if MMCH (Basic) is enabled. (G3si and G3r only)

Options

: T he

and

schedule

options are available for this command.

and press

RETURN.

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Screen

Screen 3-11 shows the Total Call Rate Measurements report. Each Call Rate

Measurements report contains the same data fields. Table 3-8 data fields presented in the Call Rate Measurements reports.

list measurements call-rate total Page 1 Switch Name: Cust_Switch_Name Date: 2:24 pm WED SEP 25, 19xx

TOTAL CALL RATE MEASUREMENTS

describes the

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3-43Call Rate Measurements Reports

------------------------------------------------------------ Hour # Compl Busy Int. (36 sec.) # Busy Int. Calls Compl 1300 18532 13:58:48 193

------------------------------------------------------------ Hour # Compl Busy Int. (36 sec.) # Busy Int. Calls Compl Busiest Hour: 900 20481 09:51:00 224 Busiest Interval: 900 20481 09:51:00 224

------------------------------------------------------------ Hour # Compl Busy Int. (36 sec.) # Busy Int. Calls Compl Busiest Hour: 1000 21560 00:00:00 220 Busiest Interval: 1000 21560 00:00:00 220 Command successfully completed Command:

Last Hour

Today Peak

Yesterday Peak

Screen 3-11. Total Call Rate Measurements report

The primary purpose of these reports is to identify system-level peak calling activity and the hour the activity occurred. Typically, the busiest hour for peak calling activity (such as, the 9:00 AM hour in this example) is the same as the peak hour for all trunk groups, which is identified on the Trunk Group Measurements report. However, conditions could be such that the two reports indicate different hours.

NOTE:

The call summary report, described next, lists the number of completed calls for the last 24 hours. Therefore, if you compare the Call Rate Measurement reports with the Call Summary Report you should see some of the same information.

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Table 3-8. Call Rate Measurements Report

Field Description

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Hour

# Compl

Busy Int. (36 sec.)

# Busy Int. Calls Compl

Measurement Hour

. The starting time (using 24-hour clock)

of the hour during which the data was recorded.

NOTE:

A pair of asterisks in the minute portion of the measurement hour indicates the switch time was changed during the measurements interval (for example, 10**).

Number of Calls Completed

. The number of calls completed, or answered (including incoming, outgoing, and intercom), during the listed hour.

Busy Interval (36 seconds)

. The 36-second interval within the listed hour that had the most calls completed. There are one hundred 36-second intervals in a 1 hour period.

Number of Busy Interval Calls Completed

. The number of

calls completed in the listed busy interval.

NOTE:

All originated calls except those directed to an announcement or those generated by maintenance are counted. For example, a facility access test call is not counted as a completed call. Wideband calls count as a single call.

Busiest Hour:

Busiest Interval:

For peak listings, this row identifies the busiest hour for

today’s and yesterday’s peak hour. This is the hour with the largest number of completed calls.

For peak listings, this row identifies the h our wi th the busiest 36-second interval for today and yesterday. The hour containing the busiest 36-second interval is not necessarily the same hour as the one reported as the busiest complete hour of the 24-hour period.

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Call Summary Measurements Report

The Call Summary Measurements Report provides an hourly summary of the traffic data for the last 24 hours. All call completions, except those generated by maintenance, are counted. For example, a Facility Test Call is not counted as a call completion.

NOTE:

Calls are counted on initial completion and not as conference and transfer calls.

Command

To display the Call Summary Measurements Report:

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1. Type

list measurements call-summary [print/sch e dule ]

RETURN.

Options

: T he

and

schedule

options are available for this command.

and press

Screen

Screen 3-12 shows a typical screen for the Call Summary Measurements report. Table 3-10

Measurements report.

list measurements call-summary Switch Name: Cust_Switch_Name Date: 3:50 pm TUE AUG 18, 19**

------# Calls Completed------- ------# Calls Completed------

Hour VoiceData Media Link Total Hour VoiceData Media Link Total 1400 46 15 0 0 61 0200 0 0 0 0 0 13** 23 20 0 0 43 0100 0 0 0 0 0 1200 22 16 0 0 38 0000 0 0 0 0 0 1100 45 22 0 0 67 2300 0 0 0 0 0 1000 33 22 0 0 55 2200 0 0 0 0 0 0900 21 14 0 0 35 2100 0 0 0 0 0 0800 11 10 0 0 21 2000 3 0 0 0 3 0700 1 0 0 0 1 1900 4 2 0 0 6 0600 0 0 0 0 0 1800 4 2 0 0 6 0500 0 0 0 0 0 1700 4 7 0 0 11 0400 0 0 0 0 0 1600 21 12 0 0 33 0300 0 0 0 0 0 1500 21 15 0 0 36 Command successfully completed Command:

describes the data fields presented in the Call Summary

CALL SUMMARY MEASUREMENTS

Summary of Last 24 Hours

Multi Service Multi Service

Screen 3-12. Call Summary Measurements Report

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Data is displayed beginning with the most recently completed hour and going back for 24 consecutive hours. For example, since the report is displayed during the 1500-hour time interval, the last completed hour is 1400. Therefore, the left hour column begins with 1400 and lists (from top to bottom) the 12 preceding hours.

This report indicates the system clock was reset during the 1300 hour interval. Therefore, the hour is displayed as

13**

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Table 3-9. Call Summary Measurements Report

Field Description

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Hour

# of Calls Completed

Measurement Hour

. The starting time (using 24-hour

clock) of the hour during which the data was recorded.

NOTE:

A pair of asterisks in the minute portion of the measurement hour indicates the switch time was changed during the measurements interval (for example,

Number of Calls Completed

10**

. This field contains the

following five subfields:

■

Voic e

— The number of voice calls completed

during the listed hour.

■

Data

— The number of data calls completed during the listed hour. A data call carries digital signals between two end points, enabling end terminals to communicate directly.

■

Multi Media

— The number of multimedia calls completed during the listed hour. A multimedia call is a call involving one or more media calls (for example, voice, video, and data) between a multimedia user and other users. This subfield only applies to customers using MMCH (Basic).

■

Service Link

— The number of service links established during the listed hour. A service link provides voice, video, and data connectivity to a multimedia user. This subfield only applies to customers using MMCH (Basic).

■

Total —

The total number of calls completed during

the listed hour. Calls are counted in the hour they are answered and

not in the hour they are dropped. Therefore, a call that starts in one hour and ends in another hour is counted only in the hour it originates.

Suggested Action:

To determine the types of calls during the measurement hour, use the List Measurements Occupancy Summary Report.

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Call Coverage Measurements Reports

There are two reports that provide measurement information about call coverage.

■ The Coverage Path Measurement report describes coverage activity as it

relates to the coverage paths.

■ The Principal Coverage Measurement Report describes coverage activity

as it relates to principal extensions and Personal Central Office Line (PCOL) groups .

For each report, there is a selection screen that lists the specific coverage paths or principal extensions to be measured.

These reports are used to provide information about what happens to calls that go to coverage. The reports can be used to refine and improve call coverage

patterns and to manage the system’s principals. The reports are used in conjunction with the

[number]

commands.

list coverage path

and

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display coverage sender-group

Te rm s

Typically , a principal is the party or group for which a call is originally intended. A principal may be a station user, a hunt group, a terminating extension group, or a PCOL.

Feature Interactions

Bridged Call

A call answered by a bridge of a coverage point extension is considered answer ed by the coverage point. A call answered by the bridge of a principal is con sidered answered by the principal.

Call Pick-Up

If the principal is a member of a pickup group, a call ringing at the principal and picked up by a member of the pickup group is considered answered by the principal. If the coverage point extension is a member of a pickup group, a call ringing at the coverage point and picked up by a member of the pickup group is con sidered answered by the coverage point.

Leave Word Calling and Automatic Callback

A call for which the calling party activates Leave Word Calling (LWC) or Automatic Callback (ACB) before the call is redirected and before it is answered is considered a call back for the principal. If LWC or ACB is activated after the call is redirected, it is considered a call back for the coverage path.

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Trunks

CO trunks and other trunks that have ring-back provided by the CO repeatedly attempts to complete the call to the principal. Each attempt is considered a new offered call and is counted for principal or coverage as appropriate.

Data Analysis Guidelines

There is no column for answered calls for principals. Normally, you can assume:

nswered Calls = Calls O ff ered − [Calls Redirected + Calls Abandoned + Callback]

However, this is not always the case. A number of interactions affect the totals on the measurement reports so that the column totals do not sum to the total calls offered.

Call Forwarding

A forwarded call from the principal is counted as offered or abandoned to the principal. If the call abandons, the call is counted as abandoned at the principal. If the forwarded-to extension is a measured principal, the call is counted as an

offered call to the forwarded-to extension, but it does not have an “abandon” or a “redirection” associated with it and appears as answered.

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Bridging and Pickup Groups

The pr inci pa l, t he pr i ncipa l bridge and membe rs o f the i r pick u p grou p ( s ) al l ha v e access to a call

even if

it goes to coverage.

If one of these parties answers the call, the count shows the call was offered to the coverage path without a corresponding count of “answered” or “abandoned.” The count is thrown off and the columns do not add up.

Distributed Communications System (DCS)

Call Forwarding abandon interactions are different than those described above if forwarding is done off-switch. In that case, each extension is treated as a principal and calls are counted as abandoned if the caller drops the call.

When a call is forwarded across DCS it goes to coverage based on the forwarded-to principal’s path criteria rather than the principal’s unless the principal is using cover-all.

Because the one-switch appearance of DCS is achieved using more than one trunk, ACB and LWC calls are counted as abandoned.

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Coverage Path Measurements Selection

You can select up to 100 coverage paths for measurement.

Command

To display the list of coverage paths to be measured:

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1. Type

display meas-selection coverage [print/schedule]

RETURN.

To display the list of all the coverage paths on your system:

1. Type

list coverage path [print/schedule]

Options

: T he

and

schedule

and press

options are available for the display and

list commands only.

To change the list of coverage paths to be measured:

1. Type

change meas-selection coverage

and press

2. Enter the coverage path number to be measured and press Coverage path numbers do not have to be in numerical order. If the

coverage path you want is not listed, add the coverage path number (if there is space available), or replace an existing coverage path number you no longer need. Press

RETURN until the cursor is placed on the

unwanted coverage path and enter the new coverage path number, or press

CLEAR FIELD and enter the new coverage path number.

and press

RETURN.

ENTER.

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Screen

Screen 3-13 shows a typical screen for the Coverage Path Measurements

Selection report containing entries for the 100 coverage paths to be measured.

Table 3-10

Measurements Selection report.

describes the data fields presented in the Coverage Path

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change meas-selection coverage

Path No. Path No. Path No. Path No. Path No. Path No. Path No.

01: 1 17: 33: 49: 65: 81: 97: 02: 6 18: 34: 50: 66: 82: 98: 03: 68 19: 35: 51: 67: 83: 99: 04: 20: 36: 52: 68: 84: 100: 05: 21: 37: 53: 69: 85: 06: 22: 38: 54: 70: 86: 07: 23: 39: 55: 71: 87: 08: 24: 40: 56: 72: 88: 09: 25: 41: 57: 73: 89:

10: _______26: 42: 58: 74: 90: 11: 27: 43: 59: 75: 91: 12: 28: 44: 60: 76: 92: 13: 29: 45: 61: 77: 93: 14: 30: 46: 62: 78: 94: 15: 31: 47: 63: 79: 95: 16: 32: 48: 64: 80: 96: Command successfully completed Command:

MEASURED COVERAGE PATHS

Screen 3-13. Coverage Path Measurements Selection

Table 3-10. Coverage Path Measurements Selection screen

Field Description

Path No.

Path Number

. Displays the numbers of up to 100 coverage

paths selected for measurement.

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Coverage Path Measurements Report

The Coverage Path Measurements report contains measurements for each of the 100 selected coverage paths from the Coverage Path Measurement Selection screen.

Command

To display the Coverage Path Measurements Report:

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1. Type

list measurements coverage-path [starting path] [count (1-100)]

<yesterday-peak/today-peak/last-hour> [external] [print/schedule]

and press

Required Fields

yesterday-peak/today-peak/last-hour

■ Enter

RETURN.

: There is one required field for this command —

. You must choose one of these.

yesterday-peak today-peak last hour

to list the activity of the most recently completed

to list the activity for yesterday’s peak hour.

to list the activity for today’s peak hour.

hour. The peak hour is the hour (within a 24-hour period) with the greatest

usage.

Options

: There are four options for this command:

1. starting path

Enter the number of the coverage path you wish to display. This number must have been previously assigned to one of the available numbers on the Coverage Path Measurement Selection screen. If you do not enter a number, all the measured coverage paths are displayed.

2. count (1-100)

Enter a number between 1 and 100.

3. external

This option produces a version of the report showing incoming trunk calls only. Attendant extended calls are considered external.

schedule

This option allows you to print the report immediately or schedule the report to print at another time.

For example, to display yesterday’s peak measurements for coverage path 68,

list measurements coverage-path 68 count 1 yesterday-peak

type

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Screen

Screen 3- 14 shows a typical screen for the Coverage Path Measurements report.

The time and date the report is requested displays at the top right. Table 3-11 describes the data presented in the Coverage Path Measurements report.

list measurements coverage-path 68 count 1 yesterday-peak Switch Name: Cust_Switch Name Date: 3:00 pm Fri MAY 4, 19xx

Path Meas Calls ------ Criteria ------- Point1/4 Point2/5 Point3/6 No. Hour Offrd Act Bsy DA All SAC Cback Ans Abd Ans Abd Ans Abd 68 1400 20 2 0 4 0 14 3 5 2 3 3 1 3

Command successfully completed Command:

Screen 3-14. Coverage Path Measurements report

COVERAGE PATH MEASUREMENTS

110024

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Table 3-11. Coverage Path Measurements Report

Field Description

Path No.

Path Number

. The number that identifies the measurement coverage

path.

Meas Hour

Measurement Hour

. The starting time (using a 24-hour clock) of the last hour or the hour during which the greatest number of calls are offered to the coverage path.

NOTE:

A pair of asterisks in the minute portion of the measurement hour indicates that the switch time was changed during the measurements interval (for example, 10**).

Calls Offrd

Calls Offered

. The total number of calls offered to the path.

Suggested Action:

If this number is large, review the principal report and investigate why calls are not being answered. To find the principal for this coverage path, use the

sender-group [number]

command.

display coverage

Continued on next page

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Table 3-11. Coverage Path Measurements Report — Continued

Field Description

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Act Criteria

Bsy Criteria

DA Criteria

All Criteria

SAC Criteria

Active Criteria

. The number of calls offered to this path due to the

principal being active.

Suggested Action:

If this number is large compared to the Calls Offrd field, you should investigate. A possible reason is the path is

administered for “active” only.

Busy Criteria

. The number of calls offered to this path due to the

princip al being busy.

Don’t Answer Criteria.

The number of calls offered to this path because the principal did not answer the call after the administered number of rings. To find the administered number of rings, use the

display coverage path [number] Suggested Action:

If this number is large compared to the Calls Offrd

command.

field, investigate the reason these calls are leaving the principal. A

possible reason is, the path is only administered for “don’t answer”. The number of calls offered to this path due to the use of Cover All.

Send-All-Calls Criteria.

The number of calls offered to this path due to the principal’s use of Send-All-Calls, or the calling party using Go To Coverage.

Suggested Action:

If this number, or the All Criteria field, are unusually large, you should investigate why calls are still offered to this principal.

Cback

Point Ans

Point Abd

Call Back.

The number of calls offered to this path where the calling party used LWC or ACB before a coverage point answered the call. These cases are separated out because they are usually considered abandons but counting them as such would be misleading.

Suggested Action:

If this number appears high, verify why calls are

not being answered.

Point Answered.

The total number of calls answered by the specified

point.

Point Abandoned.

The total number of calls abandoned by the caller

while ringing at the specified point.

Suggested Action:

If this number is high, you may want to

re-engineer the coverage paths so less traffic is offered to this point.

Continued on next page

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Principal Coverage Measurements Selection

You can select up to 100 principal extensions or PCOL TACs for measurement. For definitions of principal extensions and TACs, refer to “Terms” earlier in the

‘‘Call Coverage Measurements Reports’’

Command

To display the list of principal extensions to be measured:

section.

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1. Type

display meas-selection principal [print/schedule]

RETURN.

Options

: T he

and

schedule

options are available for the display

command only.

To change the list of principal extensions to be measured:

1. Type

2. Enter the extension to be measured and press

change meas-selection principal

and press

ENTER.

Extension numbers do not have to be in numerical order. If the extension you want is not listed, add the extension number (if there is space available), or replace an existing extension you no longer need. Press

RETURN until the cursor is placed on the unwanted extension and enter the

new extension number, or press

CLEAR FIELD and enter the new extension

number.

and press

RETURN.

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Screen

Screen 3- 15 shows a typical Principal Coverage Measurements Selection screen

containing entries for the 100 principal extensions or TACs to be measured.

Table 3-12

Measurements Selection screen.

describes the data fields presented in the Principal Coverage

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change meas-selection principal

Ext/TAC Ext/TAC Ext/TAC Ext/TAC Ext/TAC Ext/TAC Ext/TAC

1: 76068 17: 33: 49: 65: 81: 97: 2: 76069 18: 34: 50: 66: 82: 98: 3: 76075 19: 35: 51: 67: 83: 99: 4: 20: 36: 52: 68: 84: 100: 5: 21: 37: 53: 69: 85: 6: 22: 38: 54: 70: 86: 7: 23: 39: 55: 71: 87: 8: 24: 40: 56: 72: 88:

9: 25: 41: 57: 73: 89: 10: 26: 42: 58: 74: 90: 11: 27: 43: 59: 75: 91: 12: 28: 44: 60: 76: 92: 13: 29: 45: 61: 77: 93: 14: 30: 46: 62: 78: 94: 15: 31: 47: 63: 79: 95: 16: 32: 48: 64: 80: 96: Command successfully completed Command:

MEASURED PRINCIPALS

Screen 3-15. Principal Coverage Measurements Selection

Table 3-12. Principal Coverage Measurements Selection screen

Field Description

Ext/TAC

External/Trunk Access Code

. Lists the extension or PCOL TAC numbers of up to 100 principals whose coverage is selected for measurement.

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Principal Coverage Measurements Report

The Principal Coverage Measurements report contains measurements for each of the 100 selected principal extensions or TACs from the Principal Coverage Measurements Selection screen.

Command

To display the Principal Coverage Measurements report:

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1. Type

list measurements principal [starting extension/tac] [count(1-100)] <yesterday-peak/today-peak/last-hour> [print/schedule]

Required Fields

and press

: There is one required field for this command —

yesterday-peak/today-peak/last-hour

■ Enter

yesterday-peak today-peak last hour

RETURN.

. You must choose one of these.

to list the activity for yesterday’s peak hour.

to list the activity for today’s peak hour.

to list the activity of the most recently completed

hour. The peak hour is the hour (within a 24-hour period) with the greatest

usage.

Options

: There are three options available for this command:

1. starting extension/tac

Enter the number of the extension or PCOL TAC you wish to display. This number must have been previously assigned to one of the 100 available numbers on the Principal Coverage Measurement Selection screen. If you don’t enter a number, all the measured principals are displayed.

count

2. Enter a number between 1 and 100.

schedule

This option allows you to print the report immediately or schedule the report to print at another time.

For example, to display yesterday’s peak measurements for extension 76068 and the next two principals, in order, type

principal 76068 count 3 yesterday-peak

list measurements

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Screen

Screen 3-16 shows a typical screen for the Principal Coverage Measurements

report. The time and date the report is requested displays at the top right. Table

3-13 describes the data fields presented in the Principa l Coverage

Measurements report.

list measurements principal 76068 count 3 yesterday-peak Switch Name: Cust_Switch_Name Date: 9:14 am SAT MAY 5, 19xx

Meas Calls --------Criteria-------Ext/TAC Hour Offrd Aband Redir Act Bsy DA All SAC Cback Coverage-Paths 76068 1000 120 6 15 0 15 0 0 0 0 12 76069 1100 8 0 0 0 0 0 0 8 0 1 76075 1400 40 4 30 15 15 0 0 0 5 1 2 5 Command successfully completed Command:

Screen 3-16. Principal Coverage Measurements Report

PRINCIPAL MEASUREMENTS

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Table 3-13. Principal Coverage Measurements Report

Field Description

Ext/TAC

Extension/Trunk Access Code

. The principal extension or

PCOL group/TAC being reported.

Meas Hour

Measurement Hour

. The starting time (using 24-hour clock) of

the hour during which the data is recorded.

Calls Offrd

Aband

Calls Offered

principal.

Abandoned

. The total number of calls offered to the

. The total number of abandoned calls, where the calling party hung up before the call was answered or sent to coverage.

Suggested Action:

If this number is high at the principal, you

may need to redirect traffic.

The number o f calls answered by principal =

Calls O ff ered − Calls Abandoned − Calls Redirected

Continued on next page

AT&T Definity - Enterprise R 8-2 Reports Guide

Specifications and Main Features

Frequently Asked Questions

User Manual

Contents

About This Document

Purpose of Traffic Reports

Who Should Read This Document

How This Document Is Organized

Trademarks and Service Marks

Conventions Used in This Document

Related Resources

How to Make Comments about This Document

How to Enter Commands and Display and Print Reports

Commands and the Command Line Format

Monitor Commands

List Commands

Display Commands

Change Commands

Clear Commands

Displaying Reports

Screen Format

Command Structure

G3csi, G3si, and G3r Reports

System Printer and Report-Scheduler

System Printer

System Printer Data Link Operation and Maintenance

Report Scheduler

Print Intervals

Adding a Report to the Report Scheduler

Summary of Steps for Printing Reports on the System-Printer

Listing Scheduled Reports

Command

Change Command

Remove Command

Traffic Data Analysis

How This Chapter Is Organized

General Information about Reports

Report Screen Fields

Switch Name

Time and Date

Measurement Hour

Changing the Time

Attendant Group Reports

Attendant Group Report

Command

Screen

Attendant Positions Report

Command

Screen

Attendant Performance Report

Command

Screen

Data Analysis Guidelines

Analyzing the Report Data

Average Work Time

Staffed Time

Attendant Offered Load

Percent Occupancy

Percent of Calls Queued

Analyzing Customer Supplied (Theoretical) Data

Automatic Circuit Assurance

ACA Parameters Report

Command

Screen

ACA Measurements Report

Command

Screen

ARS/AAR/UDP Route Pattern

Command

Screen

ARS/AAR/UDP Route Pattern Measurements Report

Command

Screen

Data Analysis Guidelines

Analyzing the Data

Call Rate Measurements Reports

Command

Screen

Call Summary Measurements Report