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

							Glossary
Issue  4  September 1995GL-31 
work state
An ACD agent may be a memb er of up to three different splits. Each ACD agent continuously 
exhibits a work state for every split that it is a member of. Valid work states are Avail, Unstaffed, 
AUX-work, ACW, ACD (answering an ACD call), ExtIn, ExtOut, and OtherSpl. An agent’s work 
state for a particular split may change for a variety of reasons (for examp le, whenever a call is 
answered, abandoned, the agent changes work modes, etc.). The BCMS feature monitors the 
work states and uses this information to provide the BCMS reports.
write operation
The process of putting information onto a storage medium, such as a hard disk. 
						

							Issue  4  September 1995IN-1 
INIndex
Numerics
7400A data module
switch settings for AT&T 475 printer, B-2
switch settings for BCMS terminals, B-1
A
acceptable service level, 4-1
administration of, 4-2
definition, 4-1
ACD
definition of parameters, 2-7
determine how it is functioning, 6-2
engineering of
interpolation method, 6-5
using BCMS reports, 6-5
example application
classified ads department, 6-7
insurance agency, 6-35
reservations department, 6-8
split management, 6-9
managing operations with BCMS, 2-7
monitoring the operations of an application, 2-1
optimization of, 6-5
overall design criteria, 6-1
planned future growth, 6-5
planning, 6-1
sizing of trunk groups, 2-7
when excessive time in answering calls, 6-3
ACD feature, 6-1
ACD planning
agent engineering/optimizing guidelines, 6-6
planning/engineering objectives, 6-1
ACD trunk engineering
table, 6-36
A gent Report, 4-19
displaying, 4-23
example s creen, 4-20
header definitions, 4-21
printing, 4-24
scheduling, 4-25
A gent Summary Report, 4-28
displaying, 4-31
example s creen, 4-28
example summary, 4-29
header definitions, 4-29
printing, 4-32
scheduling, 4-33
agents
c a pacity limits, 2-3
changing their schedule, 6-4
determine how time utilized, 6-4
determining required number, 6-7
determining when to add more to a split, 6-3
evaluating time spent answering ExtnCalls, 6-3
evaluating when more training needed, 6-4
measured by Login IDs, 2-2
measured by physical extension, 2-2
placing in multiple splits, 6-4
when to add more, 6-5
AT&T 475 printer
switch settings, B-5
AT&T 572 printer
switch settings, B-3
AT&T 615 terminal options, B-3
average amount of time
for incoming calls, 6-4
for outgoing calls, 6-4
average length of time
before a call abandons the queue, 6-2
taken before the ACD calls are answered, 6-2
the agents spend in ACW mode, 6-2
the agents spend talking, 6-2
average service time
table, 6-11, 6-14, 6-16, 6-18, 6-20, 6-22, 6-24, 6-26, 
6-28, 6-30, 6-32
AVG ABAND TIME field, 6-5
AVG TALK TIME field, 6-4, 6-7
B
BCMS, 2-1, 2-5
applications, 2-6
arrangement in contrast to CMS arrangement, 2-1
capacities compared with CMS cap a cities, 2-8
changing password, 3-5
collection of data, 2-7
compare report headings with CMS, D-1
comparison to CMS, 2-1
configuration, 2-1
data loss during software upgrades, 2-4
feature, 2-1
c all centers, 2-6
service centers, 2-6
generating reports, 4-1
hardware configuration, 2-4
interactions with external CMS, 2-7
interactions with VuStats feature, 2-8
login, 3-2
password, 3-2
changing, 3-5
reporting on hunt group, 2-1
reports, 2-1
generating, 4-1
how to ac c ess, 2-3, 3-1
list of primary differences from CMS reports, D-1 
						

							Index
IN-2Issue  4  September 1995
real-time, 2-1
where displayed, 2-4
storage of data, 2-4
terminal configurations for logging in, 3-2
time interval, 5-2, 5-4
type of reports
list, 2-2
monitor reports, 2-1
with the ACD feature, 2-6
BCMS Agent Report, 4-19
ACD planning, 6-4
displaying, 4-23
example screen, 4-20
header definitions, 4-21
printing, 4-24
purpose, 4-19, 6-4
scheduling, 4-25
table of differen ces with CMS Reports, D-3, D-7
BCMS Agent Summary Report, 4-28
displaying, 4-31
example screen, 4-28 to 4-29
header definitions, 4-29
printing, 4-32
purpose, 4-28
scheduling, 4-33
BCMS commands, 4-3
bcms agent, 4-4
bcms split, 4-4
bcms summary agent, 4-4
bcms summary split, 4-4
bcms summary trunk, 4-4
bcms summary vdn, 4-4
bcms system, 4-4
bcms trunk, 4-4
bcms vdn, 4-4
components, 4-3
table of, 4-4
BCMS feature, 6-1
BCMS password
changing, 3-5
bcms split command
purpose, 4-6
BCMS Sp l it or Skill Report, 4-37, 6-7
ACD planning, 6-5
displaying, 4-43
example screen, 4-38
header definitions, 4-39
printing, 4-44
purpose, 6-5
scheduling, 4-45
BCMS Sp l it or Skill Status Report, 4-6
ACD Planning, 6-3
displaying, 4-10
example screen, 4-7
printing, 4-10
purpose, 4-5 to 4-6, 6-3
BCMS Sp l it or Skill Summary Report, 4-49, 4-55 to 4-57
displaying, 4-55example s creen, 4-50
header definitions, 4-51
printing, 4-56
scheduling, 4-57
table of differences with CMS Reports, D-8
BCMS Split Report
purpose, 4-37
BCMS Split Status Report
heading definitions, 4-7
BCMS Split Summary Report
purpose, 4-49
b cms system command
purpose, 4-6
BCMS System Status Report, 4-10
ACD planning, 6-2
description, 6-2
displaying, 4-14
example s creen, 4-11
header definitions, 4-11
printing, 4-14
purpose, 4-5, 4-10, 6-2
table of differences with CMS Reports, D-5
BCMS Trunk Group Report, 4-60, 4-64 to 4-66
ACD planning, 6-4
displaying, 4-64
example s creen, 4-61 to 4-62
header definitions, 4-62
printing, 4-65
purpose, 6-4
scheduling, 4-66
BCMs Trunk Group Report
purpose, 4-60
BCMS Trunk Group Summary Report, 4-70
displaying, 4-73
example s creen, 4-71
header definitions, 4-71
printing, 4-75
purpose, 4-70
scheduling, 4-76
table of differences with CMS Reports, D-9
b cms vdn command
purpose, 4-6
BCMS VDN Report, 4-79 to 4-80, 4-83 to 4-85
ACD planning, 6-5
displaying, 4-83
example s creen, 4-80
header definitions, 4-80
printing, 4-84
purpose, 4-79, 6-5
scheduling, 4-85
BCMS VDN Status Report, 4-14
ACD planning, 6-3
displaying, 4-17
example s creen, 4-15
header definitions, 4-15
printing, 4-17
purpose, 4-5, 6-3
table of differences with CMS Reports, D-6
BCMS VDN Summary Report, 4-88 
						

							Index
Issue  4  September 1995IN-3 
displaying, 4-91
example s creen, 4-88 to 4-89
header definitions, 4-89
printing, 4-92
scheduling, 4-93
table of differen ces with CMS Reports, D-10
C
call centers
BCMS feature, 2-6
call handling
evaluation of, 6-5
Call Management System (CMS), 2-1
capacity limits
for G3iV3, 2-3
for G3iV4, 2-3
for G3rV3, 2-3
for G3rV4, 2-3
for G3V3 and G3V4, 2-3
for G3vs/sV3, 2-3
for G3vs/sV4, 2-3
historical data storage, 2-3
historical reports, 2-3
maximum, 2-3
measuring ACD parameters, 2-3
CCS traffic load, 6-4
change command, 5-11
Change Report-Scheduler
example s creen, 5-12
Change Report-Scheduler screen
field descriptions, 5-12
CMS, 2-1
description of, 2-1
types of, 2-1
commands, 4-3
components, 4-3
list, 4-18
monitor, 4-5 to 4-6
table of, 4-4
comparing agents’ performances, 2-7
conventions used in this  document, 1-2
Customer Options form, 4-2
D
dial-up ac cess
constraints, 3-1
displaying real-time status reports, 4-6
documents
ordering, C-1
E
EAS feature, 2-2
error messages, 4-6
list, A-1
evaluating a VDN or vector, 6-3
ex cessive ACD talk time, 6-3
expert agent selection feature, 2-2
external CMS, 2-1, 6-1
interactions with BCMS, 2-7
F
Feature-Related System Parameters screen, 5-1
form
Customer Options, 4-2
Hunt Group, 4-2
System-Parameters Customer Options, 2-5
VDN, 4-2
H
hardware configuration, 2-4
help, 4-5
historical data storag e
c a pacity limits, 2-3
historical reports
c a pacity limits, 2-3
definition, 4-18
list of, 4-18
hunt group
collection of data, 2-7
Hunt Group form, 4-2
I
interpolation equation, 6-6
L
length of time that the oldest call has been queued, 6-2
list commands, 4-18
purpose, 4-18
listing
reports
c ap a city limits, 2-3
scheduled reports, 5-10 
						

							Index
IN-4Issue  4  September 1995
lo g ging in, 3-1 to 3-2
from remote terminal, 3-3
step s
from local terminal, 3-2
lo g ging off, 3-1
step s, 3-4
login terminals
maximum number, 3-1
M
monitor command, 4-5 to 4-6
purpose, 4-6
Monitor Split Status Report., 6-2
monitoring
the calling volume for each split, 2-7
the work load of each agent, 2-7
trunk group usage, 2-7
VDNs, 2-7
N
number of agents available to receive ACD calls, 6-2
number of calls
that have abandoned, 6-2
that have been answered, 6-2
waiting in the queue, 6-2
number of incoming and outgoing calls, 6-4
number of incoming calls that abandoned, 6-4
O
online help, 4-5
ordering
d o cuments, C-1
P
Password Change screen, 3-5
password for BCMS
changing, 3-5
PC requirements
for collecting report data, 2-6
peak traffic, 6-4
percent of time that all trunks within this group are busy, 6-4
percent within service level
calculation for hunt groups, 4-2
calculation for VDNs, 4-2
definition, 4-1
how calculated, 4-1p ercentage of calls answered with in service level, 6-2
p erformanc e, 2-8
p rint intervals, 5-6, 5-8
p rinter
hardware administration
for G3i, 5-3
for G3r, 5-4
system administration
for G3i, 5-1
for G3r, 5-3
p roblem indicators concerning sp lits, 6-2
R
real-time reports, 2-1
c a pacity limits, 2-3
list of, 4-5
real-time status reports
description, 4-6
remove command, 5-13
Remove Report Scheduler Comman d
example s creen, 5-13
Remove Report Scheduler Command s creen, 5-13
field  descriptions, 5-14
Report Scheduler feature, 1-1, 2-4, 5-6
adding a report, 5-6
change command, 5-11
enabling, 2-5
field  descriptions, 5-7
print intervals, 5-6
printer, 5-1
purpose, 5-6
remove command, 5-13
what it prints, 2-6
Report Scheduler form
typical example, 5-10
Report Scheduler screen
field  descriptions, 5-11
reports
adding to Report Scheduler, 5-6
BCMS, 2-1
how to ac cess, 2-3
where displayed, 2-4
BCMS Agent Report, 4-19
ACD planning, 6-4
BCMS Split or Skill Report, 4-37
ACD planning, 6-5
BCMS Split or Skill Status Report, 4-6
ACD planning, 6-3
BCMS Split or Skill Summary Report, 4-49
BCMS System Status Report, 4-10
ACD planning, 6-2
BCMS Trunk Group Report, 4-60
ACD planning, 6-4
BCMS Trunk Group Summary Report, 4-70 
						

							Index
Issue  4  September 1995IN-5 
BCMS VDN Report, 4-79
ACD planning, 6-5
BCMS VDN Status Report, 4-14
ACD planning, 6-3
BCMS VDN Summary Report, 4-88
changing schedule, 5-11
CMS VDN Status Report, 4-14
displaying list of scheduled reports, 5-10
displaying real-time status reports, 4-6
historical
c ap a city limits, 2-3
list of historical, 4-18
list of real-time, 4-5
listin g
c ap a city limits, 2-3
listing scheduled, 5-10
maximum number for printing, 5-6
maximum  per night, 6-2
on agents, 2-2
on historic al information, 2-2
on splits, 2-1 to 2-2
on trunk groups, 2-2
on VDNs, 2-2
real-time, 2-1
c ap a city limits, 2-3
removing from Report Scheduler, 5-13
spec ifying day and time to print, 5-6
steps for printing using Report Scheduler feature, 5-9
type of
list reports, 2-2
monitor reports, 2-1
when scheduled reports can’t be printed, 2-5
S
sample configuration, 2-5
scheduled reports
time and date, 5-9
service centers
BCMS feature, 2-6
servi ce level
acceptable, 4-1
percent within, 4-1
setting the field, 4-1
Split or Skill Report, 4-37
displaying, 4-43
example s creen, 4-38
header definitions, 4-39
printing, 4-44
scheduling, 4-45
Split or Skill Status Report, 4-6
displaying, 4-10
example s creen, 4-7
printing, 4-10
purpose, 4-6
Sp l it or Skill Summary Report, 4-49, 4-55 to 4-57displaying, 4-55
example screen, 4-50
header definitions, 4-51
printing, 4-56
scheduling, 4-57
Split Status Report
heading definitions, 4-7
Split Summary Report
displaying, 4-55
scheduling, 4-57
splits
backup
when to add more, 6-5
c a pacity limits, 2-3
identifying busy times, 6-5
staffed agents
determining if enough for incoming calls, 6-3
switch settings
using a 7400A data module with a BCMS terminal, B-1
using a 7400A data module with an AT&T 475 printer, 
B-2
usin g  an AT&T 572 printer, B-3
usin g  an AT&T 615 terminal, B-3
system limits
maximum, 2-3
system printer, 5-1
administer for G3i, 5-1
administer for G3r, 5-1
administering hardware parameters, 5-1
assumptions about operation, 5-5
data link
maintenan ce, 5-5
operation, 5-5
operational states, 5-5
minor alarm, 5-6
operation different from CDR and journal printer, 5-5
paper jams, 5-6
parameters, 2-5
refill paper bin, 5-6
requirements, 5-2, 5-4
warning alarm, 5-6
System Printer Hardware Administration
example screen, 5-2
example screen for G3i, 5-2
example screen for G3r, 5-4
System Status Report, 4-10
displaying, 4-14
example screen, 4-11
header definitions, 4-11
printing, 4-14
System-Parameters Customer-Op tions form, 2-5
form
System-Parameters Customer-Options, 4-2 
						

							Index
IN-6Issue  4  September 1995
T
terminal typ es
for ac cessing BCMS, 3-1
Trunk Group Report, 4-60, 4-64, 4-66
displaying, 4-64
example screen, 4-61 to 4-62
header definitions, 4-62
printing, 4-65 to 4-66
scheduling, 4-66
Trunk Group Summary Report, 4-70
displaying, 4-73
header definitions, 4-71
printing, 4-75
scheduling, 4-76
trunk groups
c a pacity limits, 2-3
trunks
determining the number required, 6-34
guidelines for engineering, 6-34
range of typical number, 6-34
ratio to numb er of agents, 6-34
when to add more, 6-5
V
VDN form, 4-2
VDN Report, 4-79 to 4-80, 4-83 to 4-85
displaying, 4-83
example screen, 4-80
header definitions, 4-80
printing, 4-84
scheduling, 4-85
VDN Status Report, 4-14
displaying, 4-17
example screen, 4-15
header definitions, 4-15
printing, 4-17
purpose, 4-14
VDN Summary Report, 4-88
displaying, 4-91
example screen, 4-88 to 4-89
header definitions, 4-89
printing, 4-92
scheduling, 4-93
VD N s
c a pacity limits, 2-3
ve ctors
evaluation of performance, 6-5
VuStats feature, 2-2
description of, 2-8