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 a Remote Terminal 3-3
Log ging Off 3-4
nHow to Change the BCMS Password 3-5 
						

							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 Their Definitions 4-11
Displaying the BCMS System Status Report4-14
Printing the BCMS System Status Report4-14
nBCMS VDN Status Report4-14
Report Headers, Abbreviations,
and Their Definitions 4-15
Displaying the BCMS VDN Status Report4-17
Printing the BCMS VDN Status Report4-17
nHistorical Reports 4-18
List Command s 4-18
nBCMS Agent Report4-19
Report Headers, Abbreviations,
and Their Definitions 4-21
Displaying the BCMS Agent Report4-23
Displaying an Hourly/Half-Hourly 
Interval Report4-23
Displaying a Daily Report4-23
Printing the BCMS Agent Report4-24
Printing an Hourly/Half-Hourly Interval Report 4-24
Printing a Daily Report4-24 
						

							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 a Daily Report4-33
Scheduling the BCMS Agent Summary
Report to Print 4-33
Scheduling an Hourly/Half-Hourly 
Interval Report to Print 4-33
Scheduling a Daily Report to Print 4-35
nBCMS Sp lit Report 4-37
Report Headers, Abbreviations, 
and Their Definitions 4-39
Displaying the BCMS Sp lit Report 4-43
Displaying an Hourly/Half-Hourly
Interval Report4-43
Displaying a Daily Report4-44
Printing the BCMS Sp lit Report 4-44
Printing an Hourly/Half-Hourly Interval Report 4-44
Printing a Daily Report4-45
Scheduling the BCMS Split Report to Print 4-45
Scheduling an Hourly/Half-Hourly
Interval Report to Print 4-45
Scheduling a Daily Report to Print 4-47
nBCMS Sp lit Summary Report4-49
Report Headers, Abbreviations, 
and Their Definitions 4-51
Displaying the BCMS Sp lit Summary Report4-55
Displaying an Hourly/Half-Hourly
Interval Report4-55 
						

							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 Hourly/Half-Hourly
Interval Report4-64
Displaying a Daily Report4-65
Printing the BCMS Trunk Group Report4-65
Printing an Hourly/Half-Hourly Interval Report 4-65
Printing a Daily Report4-66
Scheduling the BCMS Trunk Grou p  
Report to Print4-66
Scheduling an Hourly/Half-Hourly
Interval Report to Print 4-66
Scheduling a Daily Report to Print 4-68
nBCMS Trunk Group Summary Report4-70
Report Headers, Abbreviations, 
and Their Definitions 4-71
Displaying the BCMS Trunk Group 
Summary Report4-73
Displaying an Hourly/Half-Hourly
Interval Report4-74
Displaying a Daily Report4-74
Printing the BCMS Trunk Group Summary Report4-75
Printing an Hourly/Half-Hourly Interval Report 4-75
Printing a Daily Report4-75
Scheduling the BCMS Trunk Grou p
Summary Report to Print4-76
Scheduling an Hourly/Half-Hourly
Interval Report to Print 4-76
Scheduling a Daily Report to Print 4-77 
						

							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 Summary Report 4-88
Report Headers, Abbreviations,
and Their Definitions 4-89
Displaying the BCMS VDN Summary Rep ort4-91
Displaying an Hourly/Half-Hourly
Interval Report4-91
Displaying a Daily Report4-92
Printing the BCMS VDN Summary Rep ort4-92
Printing an Hourly/Half-Hourly Interval Report 4-92
Printing a Daily Report4-93
Scheduling the BCMS VDN Summary 
Report to Print 4-93
Scheduling an Hourly/Half-Hourly
Interval Report to Print 4-93
Scheduling a Daily Report to Print 4-95
5 System Printer and Report Scheduler 5-1
nSystem Printer 5-1
G3i System Printer Administration 5-1
G3r System Printer Administration 5-3
System Printer Data Link Operation
and Maintenance 5-5 
						

							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 6-5
BCMS VDN Report 6-5
nEngineering ACD Applications with
Data Obtained from the BCMS Reports 6-5
Agent Engineering/Optimizing Guidelines 6-6
Trunk Engineering Guidelines6-34
A Error Messages A-1
B Data Module and Printer Options B-1
n7400A Data Module Switch Settings
for BCMS Terminals B-1
n7400A Data Module Switch Settings
for AT&T 475 Printer B-2 
						

							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 administrator, and ACD agents.
Organization
This guide is divided into the following chapters and appendices:
nChapter 1. Introduction is an introduction to this document.
nChapter 2. BCMS Description and Applications provides a brief 
overview of the BCMS feature and  lists the reports, feature capacity limits, 
relevant hardware considerations, and typical applications of the BCMS 
feature.
nChapter 3. System Access provides procedures on how to log in and 
log off BCMS. This c hapter also provides the procedures for changing the 
BCMS password.
nChapter 4. BCMS Report Generation describes the BCMS commands 
that are available to the BCMS administrator followed by a display and a 
description of the various reports that the commands produce.
1
Introduction