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

							BMCS/CMS Report Heading Comparison
D-2Issue  4  September 1995 
agent into the Other state in real-time reports. It does not have a ring 
state nor does it explicitly track the time calls spend ringing at agents’ 
terminals.
4. In G3V1 and G3V2 BCMS, Other time, including the time agents spend 
with ACD calls ringing at their sets, is included in the AUX TIME reported 
on historical reports. In G3V3 and later release BCMS, this column in 
reports has been renamed to ‘‘AUX/OTHER.’’
5. In BCMS, total ACW and total AUX times for the agent do 
not include time 
on extension in/out calls. Those d ata are reported separately via EXTN  
items. In R3 CMS, ACW and AUX agent time items on standard reports 
do 
include time on extension in/out calls. There are separate database items 
for extension calls and their times, so customers can pull these data out 
from the ACW and AUX items if they wish. BCMS split reports, however, 
do include extension time in the total ACW and total AUX times.
6. CMS collects both interval-based and call-based after call work time. The 
interval-based ACW time includes any time on non-call related  ACW, as 
well as call-based ACW time. (The agent pushed the ACW button while 
not on an ACD call.) The call-based ACW time includes only ACW time 
associated with a call. CMS agent reports that show the time agents spent 
in the various work states display interval-based ACW time. CMS split and 
VDN reports that show average after call work time use the call-based 
ACW time to calculate the average.
BCMS historical reports display the equivalent of interval-based ACW 
time, i.e., the ACW time reported includes both call-related and non-c all 
related ACW time. The monitor system (BCMS System Status) report 
displays only call-related ACW time.
7. The BCMS real-time agent report shows the 
clock time at which the agent 
entered the current work state. R3 CMS real-time agent reports show the 
elap sed time the agent has sp ent in the current work state.
8. CMS does not include direct agent ACD calls with split ACD  calls on split 
reports. BCMS does include direct agent ACD calls in ACD CALLS on split 
reports.
9. R3 CMS pegs dequeues for calls that dequeue from non-primary splits in 
a VDN. BCMS does not display a count of dequeued calls in any reports, 
however dequeued calls do count as calls offered to the split and thus 
have an effect on the percent within service level calculation for the split.
10. BCMS reports hold  time only for ACD calls. CMS reports hold time for ACD 
calls on split reports, but reports hold time for ACD and extension calls in 
agent reports.
11. The calls answered counted for VDNs in CMS include calls from the 
following vector c ommands: queue to main, check backup, messaging 
sp lit/skill, route to sp lit/skill or direct agent and adjunct routing to a 
split/skill or direct agent. In G3V1 and G3V2, BCMS  calls answered for  
						

							Summary of Differences
Issue  4  September 1995
D-3
VDNs include only those calls answered in a queue to main or check 
backup command. In G3V3 and later release BCMS, calls answered in 
VDNs are the same as for CMS.
nThe calls abandoned counted for VDNs in CMS in clude calls that 
abandoned from vector processing or while queued or ringing as a 
result of one of the following vector commands: queue to main, 
check backup, messaging split/skill, route to split/skill or direct 
agent and adjunct routing to a split/skill or direct agent. In G3V1 
and G3V2, BCMS calls abandoned for VDNs include only those 
calls abandoned while in vector processing or while queued or 
ringing as a result of queue to main or check backup command s. 
In G3V3 and later release BCMS, calls abandoned from VDNs are 
the same as for CMS.
nIn G3V1 and G3V2, the FLOW OUT item in the BCMS VDN report 
includes calls that successfully execute a route to, a messaging 
sp lit/skill or an adjunct routing command. In the R3 CMS VDN 
report, VDN Flow Out includ es only those calls which routed 
suc c essfully to a VDN or to an external destination. Calls that 
execute a route to a station or attendant and are answered will be 
tracked in CMS in the Other Calls Connect column on the VDN 
report. In G3V3 and  later release BCMS, FLOW OUT contains calls 
that routed to another VDN or off the switch, just as CMS does. 
Calls that route to a station, attendant or announcement are 
recorded in CONN CALLS.
Table D-1. G3V3 and later release BCMS Agent Status (Real-Time) Report 
BCMS 
Column Description CMS ReportCMS Column/DB 
Item CMS Notes
Split Split number Split Status Splitname or number
Split Name Split name Split Status Split name or number
Calls Waitin g ACD/DA calls 
waitin gSplit Status Calls Waitin g ACD calls only
Oldest Call time oldest 
ACD/DA call 
waitedSplit Status Oldest Call Waitin g time oldest ACD call 
waited
Staffed agts logged into 
splitSplit Report A gents Staffed
Avail agts available in 
splitSplit Report A gents Available
ACD agts on ACD/DA 
calls for splitSplit Report A gents ACD Calls ACD calls only
Continued on next page 
						

							BMCS/CMS Report Heading Comparison
D-4Issue  4  September 1995 
ACW agts in ACW for 
split, not on extn 
callsSplit Report A gents After Call 
Workincludes agents on 
extn calls, ACW for 
ACD calls only
AUX agts in AUX for 
split, not on extn 
callsSplit Report A gents Aux Work includes agents on 
extn calls
Extn agents on extn 
callsONACWIN 
+ ONAUXIN 
+ ONACWOUT 
+ONAUXOUTNot  on  std  CMS RT 
reports
Other agts on ACD or in 
ACW for another 
split, with calls 
ringing or calls 
on holdSplit Report A gents Other includes agents on 
DA calls
AGENTname or extn A gent Report A gent Name
LOGIN ID agent login ID LOGID Not on standard CMS 
RT reports
EXT agent extension A gent Report Extn
STATE A v ai l , ACD ,  
ACW, AUX, Ext In, 
Ext Out, 
Other,INITA gent Report State CMS states: AVAIL, 
ACDIN,ACDOUT, 
ACW,ACWIN, 
ACWOUT,AUX, 
AUXIN,AUXOUT, 
DACD,DACW,RING, 
UNKNOWN,OTHER
TIME cloc k time agent 
entered stateA gent Report Time elapsed time in state
ACD CALLS number in/out 
ACD +DA calls 
completedACDCALLS Not on std CMS RT 
reports
EXT IN 
CALLSextension in calls 
completedACWINCALLS+  
AUXINCALLSNot  on  std  CMS RT 
reports
EXT OUT 
CALLSextension out 
calls completedACWOUTCALLS+  
AUXOUTCALLSNot  on  std  CMS RT 
reports
Table D-1. G3V3 and later release BCMS Agent Status (Real-Time) Report  — 
Continued
BCMS 
Column Description CMS ReportCMS Column/DB 
Item CMS Notes
Continued on next page 
						

							Summary of Differences
Issue  4  September 1995
D-5
Table D-2. G3V3 and later release BCMS System Status (real-time) Report/CMS 
Real-time Split Report
BCMS Column DescriptionCMS Column/DB 
Item CMS Notes
SPLIT Split name or ext Split
CALLS WAIT ACD and  DA  calls 
waitingCalls Waiting ACD  calls only
OLDEST CALLtime oldest ACD/DA 
c all has waitedOldest Call Waiting ACD  calls only
AVG SPEED ANS a vg   sp e ed   of  ans  for 
ACD/DA callsAvg Speed of Answer ACD calls only
AVAIL AGENT avail agtsAgents Available
ABAND CALLS ACD/DA calls 
abandoned from 
q ueue or ringin gAbandoned Calls ACD calls only
AVG ABAND TIME avg  t ime for ACD/DA 
calls to abandonAvg Time to Abandon ACD  calls only
ACD CALLS ACD/DA calls 
c omp letedSplit ACD Calls ACD  calls only
AVG TALK TIME avg  talk time for 
ACD/DA callsAvg Split ACD Talk 
TimeACD  calls only
AV G  A FTER  CALL avg  ACW time for 
ACD/DA calls for 
c all-related ACW(ACWTIME-ACWINTI
ME 
-ACWOUTTIME)/ACD
CALLSNot on std CMS RT 
reports
% IN SERV LEVL % calls answered  
within service level%Within Servic e 
Levelon Queue/Agent 
Summary and Call 
Profile repts 
						

							BMCS/CMS Report Heading Comparison
D-6Issue  4  September 1995 
Table D-3. G3V3 and later release BCMS VDN Status Report / CMS VDN Report
BCMS Column Description CMS Column/DB Item CMS Notes
VDN VDN extension VDN name or number
CALLS WAIT calls waiting in VDN Calls Wait
OLDEST CALL time old e st  call has 
waitedOldest Call
ACD CALLS completed ACD/DA calls ACD Calls
AVG  SPEED ANS av g  s p ee d  of an sw er for 
ACD an d  connect callsAvg Speed Answer
ABAND CALLS VDN calls that 
abandonedCalls Aban
AVG ABAND TIME av g  time for VDN  calls to 
abandonA ban Time
AVG TALK/HOLD avg time ACD  caller 
spent talking and on holdAvg ACD Talk CMS number does 
not contain hold time
CONN CALLS calls routed to station, 
attendant or annc and 
answered thereCONNECTCALLSnot on standard CMS 
RT report
FLOW OUT c alls routed to another 
VDN or to a trunkVDN Flow Out
CALLS BUSY/DISC c alls that exe c uted busy 
or disconnect stepBusy/Disc
% IN SERV LEVL % ACD and  connect 
calls answered within 
servi ce level% Within Service Level on VDN Call Profile 
rept 
						

							Summary of Differences
Issue  4  September 1995
D-7
Table D-4. G3V3 and later release BCMS Agent Report / CMS Agent Summary
BCMS Column DescriptionCMS Column/DB 
Item CMS Notes
A gent Agent name or extnAgent Name login ID if no name
ACD CALLS ACD/DA calls 
completed for all 
s plitsACD Calls
AVG TALK TIME avg  time  talking on 
ACD/DA calls, all 
s plitsAvg Talk Time
TO TAL AFTER C AL L Tot a l ACW  t im e f or  
ACD/DA calls and 
non-call related ACW; 
d oes not in clude time 
on extn callsI_ACWTIME Inc l ud e s time on extn 
calls
TOTAL AVAIL TIMEtime avail in ALL 
s plitsAgent Time Avail
TOTAL AUX/OTHER time in AUX in ALL 
s plits; does not 
include time on extn 
c alls; does include 
Other time, ringing  
timeAgent Time AUX includes time on extn 
calls; does not 
include time ringing, 
in other
EXTN CALLS in/out extn calls 
c omp letedExtn In Calls, Extn 
Out CallsCMS has two 
columns
AVG EXTN TIME avg   t ime  on  ext n   callsAvg Extn In Talk 
Time, Avg Extn Out 
Talk TimeCMS has two 
columns
TO TAL T I M E 
STAFFEDtotal time staffed in 
any sp litAgent Time Staff
TOTAL HOLD TIME time ACD calls on 
hol dHOLDTIME ACD an d  personal 
calls 
						

							BMCS/CMS Report Heading Comparison
D-8Issue  4  September 1995 
Table D-5. G3V3 and later release BCMS Split Summary / CMS Split Summary
BCMS Column DescriptionCMS 
Column/DB 
Item CMS Notes
Split split number Split name or number
Split Name split name or extn Split name or number
ACD  CALLS ACD/DA calls completed b y this 
splitACD Calls ACD  calls only
AVG  SPEED ANS av g  s p ee d  of an s for ACD/DA 
callsAvg Speed Ans ACD calls only
ABAND CALLS ACD/DA calls abandoned for 
this splitA ban Calls ACD  calls only
AVG ABAND TIME av g  time to abandon for 
ACD/DA callsAvg  A ban Time ACD calls only
AVG TALK TIME av g  talk time for ACD/DA calls Avg Talk Time ACD  calls only
TO TAL AFTER 
CALLtotal ACW time for ACD/DA calls 
and non-call related ACWI_ACWTIME for ACD c alls an d  
non-call related ACW
FLOW IN c alls sp lit ac c epted as 
coverage pt, or call-forwarded 
(non-ve ctoring); calls answered  
by non-primary split (vectoring). 
Must have outflowed from a 
BCMS-measured split.Flow In
FLOW OUT c alls sp lit extends to its 
coverage pt, which call-forward 
out or are answered via call 
pickup (non-vectoring); calls 
that dequeue (and are not 
answered) from primary split’s 
queue (vectoring )Flow Out
TO TA L  
AUX/OTHERtime agents spent in AUX, 
in c lu d ing Other timeI_AUXTIME other time not 
included
AVG  STAFF av g  #  p eo p le  st a ffed during  
periodAvg Pos Stf
% IN SERV LEVL %  calls answered within 
servi ce level% Within 
Servic e Levelon Split Status report 
						

							Summary of Differences
Issue  4  September 1995
D-9
Table D-6. G3V3 and later release BCMS Trunk Group Summary / CMS Trunk Group 
Summary Report
BCMS Column DescriptionCMS Column/DB 
Item CMS Notes
Trunk Group trunk group numberTrunk group name or number
Trunk Group Name trunk group nameTrunk group name or number
Numb er of Trunks trunks in grou p Number of trunks
INCOMING CALLS incoming calls carrie dInbound Calls Carr
INCOMING ABAND incoming calls 
abandonedInbound Calls Aban
INCOMING TIME avg holding time, 
incoming callsInbound Avg Trk 
Holding Time
INCOMING CCS total holding time in 
CCS, incoming callsInbound Total CCS
OUTGOING CALLS outgoing calls carried Outbound Calls Carr
OUTGOING COMP outgoing calls answered Outbound Far End 
Comp
OUTGOING TIME avg holding time, 
outgoing callsOutbound Avg Trk 
Holding Time
OUTGOING CCS total holding time in 
CCS, outgoing callsOutbound Total CCS
% ALL BUSY % time all trunks in tk g p  
busy% Time All Trunks 
Busy
% TIME MAINT % time trunks busied out 
for maint% Time Maint Busy 
						

							BMCS/CMS Report Heading Comparison
D-10Issue  4  September 1995 
Table D-7. G3V3 and later release BCMS VDN Summary / CMS VDN Report
BCMS Column Description CMS Column(s) CMS Notes
VDN Ext VDN extension VDN name or number
VDN Name VDN name or extension VDN name or number
C A LLS OFFERED c al l s t ha t  us ed  t he  VDN C a ll s  O ffered
ACD CALLS ACD/DA calls answered 
b y agent; for queue to 
main and check  backu p 
onlyCalls Ans includes calls from 
queue to main, che c k 
b a ckup, route to 
s plit/skill, messaging 
s plit/skill and adjunct 
routing
AVG  SPEED ANS a vg  sp e ed  ans for 
ACD/DA callsAvg Speed Ans
ABAND CALLS c alls abandoned from 
VDN from queue to main 
and check backup onlyCalls Aban includes calls from 
queue to main, che c k 
b a ckup, route to 
s plit/skill, messaging 
s plit/skill and adjunct 
routing
AVG ABAND TIME avg  t ime in VDN b efore 
abandonAvg Aban Time
AVG TALK/HOLD avg talk time on ACD/DA 
c alls, including time on 
hol dAvg Talk Time exc ludes time on hold
CONN CALLS c alls routed to station, 
attendant or annc and  
answered thereOther Calls 
Connect
FLOW OUT c alls that execute route 
to, messaging split or 
adjunct routing 
successfullyVDN Flow Out c alls that route to 
external or VDN only
CALLS BUSY/DISC c alls forced busy or 
disconnectedCalls Forced 
Busy, Calls 
Forced Disc
% IN SERV LEVL % ACD a n d connec t   calls 
answered within service 
level% Within Servi ce 
Levelon VDN Status rept 
						

							Issue  4  September 1995ABB-1 
ABBAbbreviations
A
AA
Archangel
AAR
Automatic Alternate Routing
AC
Alternating Current
ACA
Automatic Circuit Assurance
ACB
Automatic Callback
ACD
Automatic Call Distribution
ACU
Automatic Call Unit
ACW
After Call Work
AD
Abbreviated Dialing
ADAP
AUDIX Data Acquisition Packa ge
ADM
Async hronous Data Module
ADU
Async hronous Data Unit
AE
Access Endpoint
AIM
Async hronous Interface Module
AIOD
Automatic Identification of Outward Dialin g
ALM-ACK
Alarm Acknowledge
AMW
Automatic Message Waiting
AN
Analog
ANI
Automatic Numb er Identification
AOL
Attendant Offered Loa d
AP
Applications Processor
APLT
A dvanc e d Private Line Termination
ARS
Automatic Route Selection
ASAI
Adjunct Switch Applications Interfac e
ASCII
American Standard Code for Information Interchange
ATB
All Trunks Busy
ATD
Attention Dial
ATMS
Automatic Transmission Measurement System
AUDIX
Audio Information Exchang e
AUX
Auxiliary
AVD
Alternate Voice/Data
AWOH
A dministration Without Hardware
AWT
Average Work Time
B
BCC
Bearer Capability Class
BCMS
Basic Call Management System
BCT
Business Communications Terminal
BHCC
Busy Hour Call Completions