ATT DEFINITY Communications System Generic 3 Basic Call Management System Instructions Manual

555-230-704
Issue 4
September, 1995
DEFINITY 
Communications System Generic 3
Basic Call Management System
Operations
Graphics © AT&T 1988
Table of 
Contents 

Contents
Issue  4  September 1995iii
Table of Contents i
1 Introduction 1-1
nOverview 1-1
nOrganization 1-1
nConventions Used in This Document 1-2
2 BCMS Description and Applications 2-1
nOverview 2-1
nBCMS Reports 2-1
Feature Capacity Limits (Maximums) 2-3
Hardware Configuration 2-4
nBCMS Applications 2-6
Interactions With External CMS 2-7
Interactions with VuStats 2-8
3 System Access 3-1
nLogging In and Logging Off 3-1
BCMS Login 3-2
Log ging In 3-2
Logging In from a Local Terminal 3-2
Logging In from...

Contents
ivIssue  4  September 1995 
4 BCMS Report Generation 4-1
nOverview 4-1
Acceptable Service Level 4-1
Percent within Service Level 4-1
Acceptable Service Level Administration 4-2
BCMS Commands 4-3
Online Help 4-5
nReal-Time Reports 4-5
Monitor Command 4-6
nBCMS Split Status Report 4-6
Report Headers, Abbreviations, 
and Their Definitions 4-7
Displaying the BCMS Sp lit Status Report4-10
Printing the BCMS Sp lit Status Report4-10
nBCMS System Status Report4-10
Report Headers, Abbreviations,
and...

Contents
Issue  4  September 1995v
Scheduling the BCMS Agent Report to Print 4-25
Scheduling an Hourly/Half-Hourly
Interval Report to Print 4-25
Scheduling a Daily Report to Print 4-26
nBCMS Agent Summary Rep ort4-28
Report Headers, Abbreviations, 
and Their Definitions 4-29
Displaying the BCMS Agent Summary Report4-31
Displaying an Hourly/Half-Hourly
Interval Report4-31
Displaying a Daily Report4-32
Printing the BCMS Agent Summary Rep ort4-32
Printing an Hourly/Half-Hourly Interval Report 4-32
Printing...

Contents
viIssue  4  September 1995 
Displaying a Daily Report4-56
Printing the BCMS Sp lit Summary Report4-56
Printing an Hourly/Half-Hourly Interval Report 4-56
Printing a Daily Report4-57
Scheduling the BCMS Split Summary
Report to Print4-57
Scheduling an Hourly/Half-Hourly 
Interval Report to Print 4-57
Scheduling a Daily Report to Print 4-59
nBCMS Trunk Group Report4-60
Report Headers, Abbreviations, 
and Their Definitions 4-62
Displaying the BCMS Trunk Group Report4-64
Displaying an...

Contents
Issue  4  September 1995vii
nBCMS VDN Report4-79
Report Headers, Abbreviations,
and Their Definitions 4-80
Displaying the BCMS VDN Report4-83
Displaying an Hourly/Half-Hourly
Interval Report4-83
Displaying a Daily Report4-83
Printing the BCMS VDN Report4-84
Printing an Hourly/Half-Hourly Interval Report 4-84
Printing a Daily Report4-84
Scheduling the BCMS VDN Report to Print 4-85
Scheduling an Hourly/Half-Hourly
Interval Report to Print 4-85
Scheduling a Daily Report to Print 4-86
nBCMS VDN...

Contents
viiiIssue  4  September 1995 
nReport Scheduler 5-6
Print Intervals 5-6
Adding a Report to the Report Scheduler 5-6
Summary of the Step s for Printing Reports 
on the System Printer 5-9
Listing Scheduled Reports5-10
Change Command5-11
Remove Command 5-13
6 Use of BCMS Reports for ACD Planning 6-1
nPlanning/Engineering Ob jectives 6-1
BCMS System Status Report 6-2
BCMS Split Status Report 6-3
BCMS VDN Status Report 6-3
BCMS Trunk Group Report 6-4
BCMS Agent Report 6-4
BCMS Split or Skill Report...

Contents
Issue  4  September 1995ix
nAT&T 615 Terminal Options B-3
nAT&T 572 Printer B-3
nAT&T 475 Printer B-5
C References C-1
nBasic C-1
nCall Center C-5
nNetworks C-6
nApplication Specific C-6
D BMCS/CMS Report Heading Comparison D-1
nSummary of Differences D-1
ABB Abbreviations ABB-1
GL Glossary GL-1
IN Index IN1 

Contents
xIssue  4  September 1995  

Issue  4  September 19951-1 
Overview
This document provides a comprehensive desc ription of the Basic Call 
Management System (BCMS) feature, which is available with the DEFINITY. 
Communications System Generic 3 (G3).  This document also describes the 
Report Scheduler feature, which is often used with BCMS.
Although intended primarily for the BCMS administrator, this document may 
p rove useful to the system administrator, the Automatic Call Distribution (ACD) 
sp lit supervisor, the ACD...