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

							System Access
3-2Issue  4  September 1995 
n715 BCT
Typically, one terminal is dedicated to the administration and/or maintenance 
tasks, while the others are used for the ACD/BCMS features.
BCMS Login
The switch provides several different categories of login names. The login name 
identifies the user and his or her permitted capabilities to the system. Generally, 
each category permits unique capabilities (and restrictions). The BCMS login 
allows you to display, print, and schedule BCMS reports. The BCMS login is 
simply bcms, and the password is bcmspw. Since more than one user will 
typ ically log into the system with this same login, all the users must know the 
password.
NOTE:
A BCMS terminal is  considered to be a remote Management Terminal.
Logging In
There are two types of terminal configurations for logging into BCMS: a remote 
terminal and a local terminal. Although both c onfigurations use the same types of 
terminals, the remote terminal requires a data module for dialing up the system.
Logging In from a Local Terminal
To log into BCMS from a local terminal, perform the following steps:
1. Turn on the terminal (if required) and press 
BR EA K (if no prompt is 
displayed).
— The sc reen dis plays the following prompt:
Login:
2. Enter bcms and p ress 
RE TUR N.
— The sc reen dis plays the following prompt:
Password:
3. Enter your password and press 
RE TUR N. The default password is bcmspw.
For security reasons, the password is not displayed as you type it. The 
system verifies that the login and password you entered are valid.
— If you entered an invalid login or password, the system d isp lays the 
following message and prompt:
INCORRECT LOGIN
Login:
Rep eat Step s 2 and  3. 
						

							Logging In and Logging Off
Issue  4  September 1995
3-3
— If you entered the correct login and associated password, the 
sc reen dis plays the following prompt:
Terminal Type (Enter 513, 4410, 4425): [513]
Proceed  to Step 4.
4. Enter the appropriate terminal type:
nIf you are using a 4410 terminal, enter 4410 and press RETURN.
nIf you are using a 4425 terminal, enter 4425 and press RETURN.
nIf you are using a 513 terminal, just press RETUR N. 513 (which is 
displayed in brackets on the screen) is the default.
nIf you are using a 610 or 615 MT terminal that has a 513 emulation 
cartridge, just press 
RE TUR N.
nIf you are using a 610 or 615 MT that does not have the 513 
emulation cartrid ge, enter 4410 and press 
RETURN.
nIf you are using a 715 BCT terminal, just press RETU RN.
After you enter the appropriate terminal type, the system displays the 
following prompt:
enter command:
The system is now ready for you to enter a command  to g enerate a BCMS 
report.
Logging In from a Remote Terminal
To log into BCMS from a remote terminal, perform the following steps:
1. Turn on the terminal (if required) and press 
BR EA K  (if no prompt is 
displayed).
— The sc reen displays the following prompt:
Dial:
2. Enter the hunt group extension number for the Netcon channels and press 
RETURN.
— The sc reen displays the following prompt:
Login:
3. Enter bcms and p ress 
RE TUR N.
— The sc reen displays the following prompt:
Password:
4. Enter your password and press 
RE TUR N. The default password is bcmspw.
For security reasons, the password is not displayed as you type it. The 
system verifies that the login and password you entered are valid. 
						

							System Access
3-4Issue  4  September 1995 
— If you entered an invalid login or password, the system d isp lays the 
following message and prompt:
INCORRECT LOGIN
 Login:
Rep eat Step s 3 and  4.
— If you entered the correct login and associated password, the 
sc reen dis plays the following prompt:
Terminal Type (Enter 513, 4410, 4425): [513]
Proceed  to Step  5.
5. Enter the appropriate terminal type:
nIf you are using a 4410 terminal, enter 4410 and press RETURN.
nIf you are using a 4425 terminal, enter 4425 and press RETURN.
nIf you are using a 513 terminal, just press RETUR N. 513 (which is 
displayed in brackets on the screen) is the default.
nIf you are using a 610 or 615 MT terminal that has a 513 emulation 
cartridge, just press 
RE TUR N.
nIf you are using a 610 or 615 MT that does not have the 513 
emulation cartrid ge, enter 4410 and press 
RETURN.
nIf you are using a 715 BCT, just press RE TUR N.
After you enter the appropriate terminal type, the system displays the 
following prompt:
enter command:
The system is now ready for you to enter a command  to generate a BCMS 
report.
Logging Off
Whenever you are not using the terminal, log off the system. To log off the 
system, perform the following steps:
1. Type logoff.
2. Press 
RETUR N.
The switch automatically disconnects the terminal. 
						

							How to Change the BCMS Password
Issue  4  September 1995
3-5
How to Change the BCMS Password
To maintain the security of the system, the System Manager (or any user with 
special privileges) can change the password associated with the BCMS login. 
The BCMS login cannot be administered and does not change. Only the 
password for the BCMS login can change.
NOTE:
The BCMS login does not have the privilege to change the BCMS 
password.
The password should be changed:
nWhen the system is installed (change the password from the default 
bcmspw)
nEach time a new person takes over the associated login name
nIf an unauthorized person has discovered the password
Once the password is assigned, keep the following things in mind:
nDo not give the password to anyone
nKeep the written password in a locked place
To change a password, perform the following steps:
1. At the enter command: prompt, enter change password bcms and 
press 
RETUR N.
— The system displays the Passwor d Change screen (Screen 3-1). 
The cursor is positioned on the Your Current Password: field.
Screen 3-1. Password Change Screen
    change password bcms                               Page 1 of 1
                              PASSWORD CHANGE
                Change Password For Login Name: bcms
                         Your Current Password: _______
                   New Password For Login Name: _______
                    New Password (enter again): _______ 
						

							System Access
3-6Issue  4  September 1995 
2. Enter your  current password and press RETU RN.
— The cursor is positioned on the New Password For Login 
Name: field.
3. Enter your new password and press 
RETUR N.
NOTE:
Valid passwords contain four to seven alphabetic or numeric 
characters, or a combination of alphabetic and numeric characters.
— The cursor is positioned on the New Password (enter again): 
field.
4. Re-enter your new password and press 
RETUR N.
— The system displays the following prompt:
command completed successfully
enter command: 
						

							Issue  4  September 19954-1 
Overview
This chapter helps you understand the Acceptable Service Level and the 
Percent Within Servic e Level, and it provides information on generating BCMS 
reports. It also provides descriptions of each of the reports.
Acceptable Service Level
Before using BCMS, you must understand the concept of Acceptable Service 
Level and then set the acceptable service level field on various forms.
Acceptable Service Level is the desired time to answer for a given VDN or hunt 
g roup.  Timing for a call begins when the call encounters a VDN or enters a hunt 
group queue. If the number of seconds to answer the call is equal to or less than 
the administered acceptable servic e level for the VDN or hunt group, the call is 
recorded as acceptable. 
Percent within Service Level
A servic e level can b e administered for each hunt group or VDN, if the customer 
option has been set to 
y and if the hunt group  or VDN is administered by BCMS.  
The service level is the amount of time (number of seconds) allowed the switch to 
answer calls.
To calculate the perc entage of calls within the acceptable service level, BCMS 
divides the number of acceptable calls by the calls offered .
4
BCMS Report Generation 
						

							BCMS Report Generation
4-2Issue  4  September 1995 
For hunt group s, BCMS calculates the Perc ent Within Service Level as follows:
where
accepted — Is the number of calls answered for which the queue time was less 
than or equal to the administered service level for the sp lit
dequeued — Is the number of c alls that encountered t he split’s queue, but were 
NOT answered, abandoned, or outflowed.  This occurs with multiple split 
queuing.
For VDNs, BCMS  calculates the Percent Within Service Level as follows:
where
accepted — Is the number of answered calls (
num ans) for which the answer 
time was less than or equal to the administered service level for the VDN.  
num 
ans
 here refers to the data item on the form of the same name.
calls offered — Is the total number of ended calls that accessed the VDN during 
the current interval.
Acceptable Service Level Administration
The Acceptable Service Level field is administered on the System-Parameters 
Customer-Options, VDN, and Hunt Group forms.  On the System-Parameters 
Customer-Options form (only changeable by an AT&T technician) set the field  
BCMS Service Level to y to activate BCMS.
On the Hunt Group Form (user changeable) set the field BCMS Ac c eptable 
Service Level to a number between 0 and 9999.  Set the Measured  field  to either 
internal or both.
On the Vector Directory Number form set the field BCMS Ac ceptable Service 
Level to a number between 0 and 9999. Set the Measured field to either 
internal or both
NOTE:
The column % IN SERV LEVL may be blank for one or more of the 
following reasons:
nThe BCMS Servic e Level field on the Customer Options form is set to n.
%IN SERV LEVL=
ACDcalls+abandons+out f lows+dequeued accepted *100
_ ________________________________________
%IN SERV LEVL=
calls o ff ered accepted *100
_ _____________ 
						

							Overview
Issue  4  September 1995
4-3
nNo service level is defined for the split or VDN (it cannot be set if BCMS 
Service Level is set to n).
nNo call ended in the interval.
BCMS Commands
After you log into BCMS, the system prompts you to enter a command. BCMS 
command s  consist of the following three components:
1. The ACTION to be taken
2. The OBJECT for the specified action
3. The QUALIFIER(S) for the specified object 
						

							BCMS Report Generation
4-4Issue  4  September 1995 
Table 4-1 lists all of the commands you can perform with the BCMS login.
NOTES
1. Items depicted within brackets, such as [print], are optional.
2. You may enter a single number, a list of numbers, or a range of numbers 
(for example 100-200).
Table 4-1. Permitted BCMS Administration Commands
 BCMS Administration Commands
Action Object Qualifiers
monitor bcms split split number [print] (Note 1)
bcms system [split number] [print] (Note 2)
bcms vdn extension [print] (Note 2)
list bcms agent  ext.|loginID [time] [start time] [stop time] [ print|schedule] (Notes 
2, 3, 4)
 bcms agent ext.|loginID [day] [start day]  [stop day] [print|schedule] (Notes 
2, 4)
bcms summary agent ext.|loginID [time] [start time] [stop time] [ print|schedule] (Notes 
2, 4)
bcms summary agent ext.|loginID [day] [start day]  [stop day] [print|schedule] (Notes 
2,4)
bcms split split number [time] [start time] [stop time] [print|schedule]
bcms split split number [day] [start day] [stop day] [print|schedule ]
bcms summary split split number [time] [start time] [print|schedule] (Note 2)
bcms summary split  split number [day] [start day] [print|schedule] (Note 2)
bcms trunk group number [time] [start time] [stop time] [print|schedule]
bcms trunk group number [day] [start day]  [stop day] [print|sc hedule]
bcms summary trunk group number [time] [start time] [stop time] [print|schedule] 
(Note 2)
bcms summary trunk group number [ day] [start day] [stop day] [print|schedule] (Note 
2)
bcms vdn extension [time] [start time] [stop time] [print|schedule]
bcms vdn extension [day] [start day]  [stop day] [print|schedule]
bcms summary vdn extension [time] [start time] [stop time] [print|schedule] (Note 2)
bcms summary vdn extension [day] [start day]  [stop day] [print|schedule] (Note 2) 
						

							Real-Time Rep orts
Issue  4  September 1995
4-5
3. Whenever the command line qualifier [schedule] is initially executed, the 
system defaults the report for immediate printing (unless a day/time of day 
is scheduled) and generates a Job Id. The Job Id is required by the 
Report Scheduler feature for up dating and deleting the schedule of 
reports. The Report Scheduler (desc ribed in Chapter 6, Use of BCMS 
Reports for ACD Plannin g) is used to administer a time/day schedule for 
each desired report.
4. If BCMS/VuStats Log in IDs is enabled on the System-Parameters 
Customer-Options form, then you must enter an agent’s login ID or a 
range of login IDs in place of the physical extension or range of 
extensions.
Online Help
If you are unsure of a command, press HELP to obtain the list of permissible 
command s. For example, sup pose, you wanted to generate a BCMS Split 
Report. The c ommand to generate this report is monitor bcms split #. However, 
you only know the beginning of the command (in this case, monitor bcms). To 
find out the rest of the command, you would perform the following steps:
1. At the command prompt, enter monitor bcms
2. Press 
HE LP.
— The system displays the following list of secondary commands for 
the monitor command:
sp lit
system
vd n
Real-Time Reports
BCMS provides three real-time reports:
nBCMS Split Status Report
nBCMS System Status Report
nBCMS VDN Status Report
The BCMS Split Status Report provides the current (real-time) status and 
cumulative measurement data for those agents assigned to the split you specify. 
The BCMS System Status Rep ort provides current (real-time) status information 
for either all BCMS splits or selected splits. The BCMS VDN Status Report 
p rovides the current (real-time) status and cumulative measurement data for 
VDNs monitored by BCMS.
You may generate these reports using  the monitor c ommand, which is discussed 
below.