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

							Introduction
1-2Issue  4  September 1995 
nChapter 5. System Printer and Report Scheduler describes the 
optional Report  Scheduler feature. Also included in this chapter is a 
description of the report scheduler commands and a display of the 
reports.
nChapter 6. Use of BCMS Reports for ACD Planning desc ribes 
desirable objectives and how the BCMS reports can be used to plan, 
engineer, and optimize ACD splits and trunk groups.
nAppendix A, Error Messages contains a list of possible error 
messages that may be encountered if a command is entered incorrectly.
nAppendix B, Data Module and Printer Options lists the required 
switch settings for the 7400A Data Module, the AT&T 572 serial p rinter, the 
AT&T 475 serial printer, and the 615 Data Terminal Equipment (DTE).
nAppendix C, References lists other documents that may be used for 
referenc e
nAppendix D, BMCS/CMS Report Heading Comparison compares 
reports and report headings between BCMS and CMS
nAbbreviations c ontains definitions for abbreviations and acronyms 
used throughout the DEFINITY documentation.
nGlossary  contains a list of frequently used terms and their definitions.
n‘’Index’’ contains a cross-referenced index.
Conventions Used in This Document
This manual uses the following conventions:
nThe names of commands are shown in the following typeface:
change system-parameters feature
nInformation you type is shown in the following typeface: EIA
nInformation dis played on the screen is shown in the following typeface: 
login:
nKeyboard keys are shown as follows: RETU RN
nFunction keys are shown as follows: CANCEL 
						

							Issue  4  September 19952-1 
Overview
In ord er to monitor the operations of an ACD application, which automatically` 
distributes incoming calls to one or more group s of agents, AT&T offers the Call 
Management System (CMS) software. The CMS collects data regarding the c alls 
on the switch and organizes the data into reports that help you manage ACD 
facilities and personnel. These reports may be displayed on a video display 
terminal in real time, p rinted  immediately, or scheduled for printing at a later time.
AT&T offers two types of CMS: External CMS and BCMS. Although both of these 
options perform the same tasks, they are configured differently and have 
different capacities. This c hapter presents the capacities for BCMS G3vs, BCMS 
G3s, BCMS G3i, and BCMS G3r.
In the External CMS arrangement, the CMS software resides in a computer 
(usually referred to as an ‘‘adjunct’’) that is connected to the system via a data 
link. In the BCMS arrangement, the CMS software resides within the system. A 
third arrangement exists in which both BCMS and External CMS report on a hunt 
g roup. For R2 CMS, if external CMS or ‘‘BOTH’’ is requested, measured hunt 
groups must begin with hunt group 1 and be consecutively assigned.
BCMS Reports
The BCMS feature provides the following reports:
1. Monitor Reports, which are real-time reports that present data on:
nAll splits, on a system basis, that have been administered for 
internal measurements
2
BCMS Description and Applications 
						

							BCMS Description and Applications
2-2Issue  4  September 1995 
nIndividual splits that have been administered for internal or both 
measurements
nVDNs that are being measured by BCMS.
2. List Reports, which provide historical information and can be printed 
immediately or scheduled for subsequent printing. These reports present 
data on:
nIndividual agents or a group of agents, based on the time of day
nIndividual agents or a group of agents, based on the day of the 
week
nIndividual splits or a group of splits, based on the time of day
nIndividual splits or a group of splits, based on the day of the week
nIndividual trunk groups or a group of trunk groups, based on the 
time of day
nIndividual trunk groups or a group of trunk groups, based on the 
day of the week
nIndividual Vector Directory Numbers (VDNs) based on the time of 
day 
nIndividual VDNs based on the day of the week 
The examples of reports throughout this manual illustrate BCMS reports as they 
appear in G3V4. If you have an earlier version of the switch, your reports may 
differ from the examples.
NOTE:
Agents can be measured by their physical extension (that is, the phone 
extension they use), or they  can be measured by their Login IDs when 
either EAS or BCMS/VuStats Login IDs is optioned. 
						

							BCMS Reports
Issue  4  September 1995
2-3
Feature Capacity Limits (Maximums)
The BCMS feature is designed to support ACD applications with requirements 
that do not exceed the capacity limits contained in Table 2-1.
NOTE:
In G3V3 and later releases, an agent can log into a maximum of four 
measured splits at any one time.
The important point regarding these capacity limits is that the system will only 
make internal measurements for parameters that are within these limits. If you 
want to measure one or more ACD parameters that exceed the BCMS capacity 
limits, you must use External CMS.
BCMS reports may be accessed from a G3 Management Terminal or on a d ial-up 
basis. When dial-up access is used, two constraints can affect the number of 
terminals that can access BCMS data simultaneously:
nThe number of dial-up (Netcon) channels. The system provides four 
Netcon channels.
nThe number of Terminal User IDs (TUIs). A TUI is a switch resource used 
by:
— AT&T Technical Service Center (TSC) when log ged in
Table 2-1. BCMS capacities for V3 and V4
ItemG3vs/s 
V3G3i
V3G3r
V3G3vs/s
V4G3i
V4G3r
V4
Measured Agents 
or Login IDs75 200 600 75 400 2,000
Measured Splits 12/24* 99 99 12/24* 99 255
Measured Trunk 
Groups16/32* 32 32 16/32* 32 32
Measured  VDNs NA/24 99 512 NA/24 99 512
Historical Data 
Storage
 Time Intervals 25 25 25 25 25 25
   Daily Summaries 7 7 7 7 7 7
Historical (List) 
Reports16 16 16 16 16 16
Real-Time Reports 3 3 3 3 3 3
* Stands for PBP/ABP capacities. 
						

							BCMS Description and Applications
2-4Issue  4  September 1995 
— The G3 Management Terminal when powered up
— A remote Management Terminal when logged in
— A BCMS terminal when logged in
— The system printer while printing
NOTE:
BCMS data is stored in volatile switch memory; it cannot be saved to or 
retrieved from tape. The switch preserves historical data if a Reset System 
1, Reset System 2, or Reset System Interchange (in a duplicated system) 
o ccurs. Real-time data is preserved if a Reset System 1 or Reset System 
Interchange occurs.
The switch loses all data (historical and real-time) during software 
upgrades.
Hardware Configuration
The BCMS reports may be displayed via the G3 Management Terminal or printed 
on its associated printer. As a result, the BCMS feature d oes not require any new 
or additional hardware. As an option, the BCMS reports may be scheduled via 
the Report Scheduler and directed to its associated printer. The Report 
Scheduler option is p referred over the Management Terminal  and its associated 
slave printer. Scheduled reports cannot be sent to a CRT or associated slave 
p rinter. Figure 2-1 shows a sample ACD/BCMS eq uipment configuration, 
including arrangements for connecting the optional printer(s). 
						

							BCMS Reports
Issue  4  September 1995
2-5
Figure 2-1. BCMS Sample Configuration
The Report Scheduler is enabled on the System-Parameters Customer-Op tions 
form. Only an authorized AT&T representative can ac c ess and make changes to 
the System-Parameters Customer-Options form. The parameters of the system 
p rinter, which are used by the Report Scheduler feature, are administered on the 
Feature-Related System Parameters form. If the parameters for the system printer 
are not administered, scheduled reports cannot be printed. The system 
administrator login may access this screen by entering the change 
system-parameters features command. This command and the requirements 
ACD FEATURE AGENT #1 AGENT #200
TN773
PROCESSOR
TN754
DIGITAL LINETN726
DATA LINE
TN726
DATA LINE BCMS
FEATURE
REPORT
SCHEDULER
FEATURE
PRINTER
PERSONAL
COMPUTER
PRINTER
OR
PERSONAL
COMPUTER
PRINTER
PRINTER
OR
PERSONAL
COMPUTER
ADU
7400A
615 WITH
513
EMULATION
615 WITH
513
EMULATION
7400B
ADUSUPERVISOR
TERMINALS (NOTE 2)EIA
OR
SYSTEM
PRINTER
PRINTER
CONFIGURATION
ARRANGEMENTS DEFINITY G3 SWITCHTRUNK GROUP
#1
TRUNK GROUP
#99
(NOTE 1)
NOTES:
1. THE ACD AND BCMS FEATURES WILL
    SUPPORT UP TO 400 TRUNKS (MAXIMUM) IN A
    MAXIMUM OF 32 MEASURED TRUNK GROUPS.
2. ALTHOUGH THE REPORT SCHEDULER
    FEATURE IS STANDARD WITH BCMS,
    OPTIONAL HARDWARE IS REQUIRED 
    TO PRINT REPORTS.
MANAGER 1
TERMINAL 
						

							BCMS Description and Applications
2-6Issue  4  September 1995 
for using the Feature-Related System Parameters for to set up the Report 
Scheduler are covered in Chapter 5, System Printer and Report Scheduler.
The Report Scheduler should not be  confused with and does not repla ce the 
journal, Call Detail Records (CDR), or Property Management System (PMS) 
dedicated printers. Consisting of virtually any asynchronous printer, the Report 
Scheduler is intended to print all DEFINITY Generic 3  reports and the output of 
virtually all list, display, and test commands. As an option, a personal c omputer 
(PC) or host computer may be used to store the reports and provide additional 
data manipulation capabilities. AT&T does not provide PC software for this 
application.
NOTE:
The BCMS software resides completely on the switch and does not include 
any special software or unique communications protocol for the PC/host 
computer application. Although AT&T does propose the use of a PC to 
collect, store, and print the reports, AT&T does not recommend an 
applications software package for the PC. Since AT&T does not install, 
administer, or c ontrol the PC application, AT&T does not guarantee c orrect 
operation of this arrangement. Customers using a PC to collect report data 
will need the following report output information for each report:
1. Begin with one-half page of line feeds.
2. Print a four-line banner containing the following information:
nPrint job ID
nCommand
nTime of day
nUser
3. Provide a form feed.
4. Begin report data using 80 characters per line. Use spaces where there 
are no data, and a newline character at the end of each line.
5. Provide a form feed after each page of data. (The page length is defined 
in system parameters.)
6. Provide a form feed when the report is finished p rinting.
BCMS Applications
You can use the BCMS feature to support those service applications that use the 
ACD feature. The primary servic e ap plications that use the ACD feature are calls 
and customer service centers. 
						

							BCMS Applications
Issue  4  September 1995
2-7
Determining the proper size for the ACD trunk groups and the number of agents 
that should be assigned to each split requires knowledge of the incoming call 
volume with resp e ct to the following factors:
nEach typ e of service provided
nTime of day
nDay of the week
nSkill level of the agent
Generally, ACD ap plications are not preplanned because the types of traffic  
information that would be required are unavailable. Initially, ACD applications are 
engineered based on an estimated calling volume. Subsequently, the BCMS 
reports allow you to manage the hourly and/or daily operations of the ACD by:
nMonitoring trunk group usage
nMonitoring the calling volume for each split
nMonitoring VDNs
nMonitoring the work load of each agent
nComparing agents’ performances
Chapter 4, BCMS Report Generation describes each BCMS report in detail 
while Chapter 6, Use of BCMS Reports for ACD Plannin g d esc ribes how to plan 
and maintain an ACD based on the information provided by these reports.
NOTE:
Most BCMS measurement data is collected at the end of a call, whereas 
hunt group measurements count calls as soon as they begin. Therefore, 
calls spanning across a time interval boundary will be counted differently 
by the two. If comparing the measurements from BCMS with those from the 
hunt groups, there may be slight differences. However, both hunt group 
and  BCMS measurements should indicate the same trends.
Interactions With External CMS
From the administration perspective, the ACD parameters associated with trunks 
g roups, hunt groups, and VDNs are any of the following:
nNot measured
nInternally measured by BCMS
nExternally measured by External CMS
nMeasured both internally and externally
Note that using  BCMS in conjunction with External CMS increases the maximum 
number of agents and trunk groups that can be measured for a particular ACD  
						

							BCMS Description and Applications
2-8Issue  4  September 1995 
application. In other words, the capacities shown for BCMS are additive to those 
of External CMS.
NOTE:
If both BCMS and External CMS are used simultaneously, switch 
performance may be degraded.
Interactions with VuStats
G3V3 and later releases provide the VuStats feature, which enables agents and  
supervisors with display terminal to view  data about agents, splits, and  VDNs. 
Much of this information is the same as that provided by BCMS and external 
CMS. Refer to the VuStats section in the 
DEFINITY Communications System 
Generic 3 Version 4 Implementation
 manual, 555-230-655, for a comparison of 
Vustats data items and BCMS report columns. 
						

							Issue  4  September 19953-1 
Logging In and Logging Off
BCMS provides one login ID and sup ports a maximum of five G3 Management 
Terminals log ged in simultaneously. (A BCMS terminal is considered to be a 
remote Management Terminal. You can access BCMS reports either from a 
Management Terminal (local) or on a dial-up (remote) basis. When dial-up  
access is used, the following two constraints affect the number of terminals that 
can access BCMS data simultaneously:
nThe number of dial-up (Netcon) channels. The system provides four 
Netcon channels.
nThe number of Terminal User IDs (TUIs). A TUI is a switch resource used 
by:
— TSC when logged in
— the Management Terminal when powered up
— a remote Management Terminal when logged in
— a BCMS terminal when log ged in
— the system printer while printing
When the switch is configured with more than one Management Terminal, you 
may use one of the following terminals to access the BCMS feature:
n4410
n4425
n513
n610
n615 
3
System Access