ATT DEFINITY Communications System Generic 3 Instructions Manual

							Voice Terminal Display
Issue  3   March 1996
3-1225
Considerations
The Voice Terminal Display feature provides an instant d isplay of information 
associated with certain system features, functions, and services.  Information that 
allows p ersonalized call answering is available on many calls.  Retrieval of stored 
information, such as messages received and directory information, is easy as 
well as convenient.
The system supports as many d isplay modules as are needed, provided the 
voice terminal has a sufficient number of buttons.
Certain voice terminals and the attendant group can be designated for 
systemwide message retrieval.  Users of these voice terminals or consoles can 
retrieve LWC and Call Coverage messages for other voice terminal users 
including DDC groups, UCD groups, PCOL groups, and TEGs. Selected users 
cannot retrieve messages for other selected users. Systemwide retrieving voice 
terminals or consoles are assigned when the system is implemented.
If the following conditions are met, messages for a voice terminal user can be 
retrieved at selected terminals or any attendant console:
nThe retriever must be in the user’s Call Coverage path.
nPermission to retrieve messages must be assigned for the user’s voice 
terminal.
If permission is granted, any voice terminal with a display module or the 
attendant group in the user’s Call Coverage path can retrieve messages for that 
user.
When all messages have been displayed and deleted for an extension number, 
the Message lamp  on the voice terminal and any associated Remote Message 
Waiting Indicator, if assigned, go dark.
The display module used with voice terminals is similar to the attendant console 
display.  However, the display mo dule has an On-Off button, and can be turned 
off when not in use.  The display module can be used only with specific voice 
terminals.
If you are using a 7506D or 7507D to make calls that require  additional digits, a 
comma may appear in the dial sequence after you receive second dial tone or 
after the c all has been set up. The comma is used to separate the c alled number 
from subsequent information. 
						

							Feature Descriptions
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Interactions
The following features interact with the Voice Terminal Disp lay feature.
nBrid ged Call Ap pearance
A call from the primary extension number or a brid ged call appearance of 
the primary extension number is displayed as a call from the primary 
extension number.
nLast Numb er Diale d
If the Last Numb er Dialed feature access code is dialed after the stored 
number button has been pressed, the last number dialed is no longer 
displayed. However, if the Last Number Dialed button is pressed after the 
stored number button has been pressed, the last numb er dialed is 
displayed.
nSingle-Digit Dialing and Mixed Station Numbering 
If prefixed extensions are used in the system’s dial p lan, the prefix is not 
displayed when the extension is displayed.  The Return Call b utton c an b e 
used to dial prefixed extensions, because the system dials the prefix, 
even though it is not displayed.
Administration
Voice Terminal Display is administered on a per-voice terminal b asis b y the 
System Manager.  The following items require administration.
nWhether or not a display module is provided (per display capable voice 
terminal)
nWhether or not to restrict other users from reading or canceling the voice 
terminal’s message  (per display module)
nThe following buttons (per display module):
— Normal
— Inspect
— Stored Number
— Date and Time
— Elapsed Time
— Integrated Directory
— Message Retrieval
— Coverage Message Retrieval
— Next Message (must be assigned with either Retrieval button) 
						

							Voice Terminal Display
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— Delete (must be assigned with either Retrieval button)
— Return Call (optional with either Retrieval button or the Integrated 
Directory button)
Hardware and Software Requirements
DCP services require a display-equipped voice terminal and one p ort on a 
TN754 or TN2181 Digital Line circuit pack (TN413, TN754B, and TN2181 su pport 
A-law). No a d ditional software is required.
ISDN-BRI services require the following hardware:
nTN778 Packet Control circuit pack, which provides the interface to the 
LAN (packet) bus on G3i for establishing the signaling connectivity
nTN556 BRI-S/T (4 wire) p ort circuit pack or TN2198 ISDN BRI-U (2 wire) 
line circ uit pack
nAT&T ISDN 7506 and 7507 voice terminals 
						

							Feature Descriptions
3-1228Issue  3   March 1996 
Voice Terminal Flash Timing
See the Recall Signaling feature. 
						

							VuS tat s
Issue  3   March 1996
3-1229
VuStats
Feature Availability
VuStats is available with G3V3 and later releases.
What Is VuStats?
VuStats presents Basic Call Management System (BCMS) statistics on voice 
terminal displays. By pressing a button, agents, split supervisors, call center 
managers, and other users can access statistics for agents, splits or skills, VDNs, 
and trunk groups. 
With G3V3 these statistic s are limited to information collected either during the 
current BCMS interval, or in some cases since the agent logged in. G3V4 and 
later releases can also display historical d ata accumulated over an administered 
number of intervals. In either case, the information is limited to 40 characters at 
any one time. It can display on demand or u pdate periodically.
With VuStats, any digital display voice terminal user can view BCMS statistics 
normally available only on  BCMS reports or management terminals. These 
statistics can help agents monitor their own performance, or can be used to 
manage splits or small call centers.
NOTE:
Although VuStats can run with either BCMS or CMS enabled, neither is 
required. BCMS does not need to be optioned for VuStats to be available.
The following picture illustrates a CallMaster terminal with a VuStats display. 
						

							Feature Descriptions
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Figure 3-31. CallMaster Terminal with VuStats Display
VuStats Applications
Self-Managed Teams
VuStats can provide call center agents with statistics about their performance. 
For exam ple:
nAgents can review their statistics against a predefined objective for a 
given split. This could include an agent comparing their average talk time 
per call to a split objective for average talk time, or comp aring their calls 
handled against a split objective for calls handled. The agent can also 
review a sp lit objective for percent of calls within service level to see if they 
should improve their performance to improve the overall split percentage.
nAgents can also review their statistics against s plit averages for all a gents. 
In this case, an agent could compare their average talk time p er call to the 
average talk time per call for the entire split.
Statistics also are useful to call center agents in managing their time. For 
example:
Agents might examine statistics about the numb er of agents log ged into a split, 
the number of agents available to receive Automatic Call Distribution (ACD) calls, 
the numb er of agents who have entered AUX work mode, the number of 
abandoned calls, or the time the oldest call in queue has been waiting. This  
						

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information can be used to d etermine if it would be best to log out of one split to 
devote time to a busier s plit, or if it was an a ppropriate time to take a lunch break.
Information Distribution
VuStats can increase the distribution of performance statistics throughout the c all 
center. It replaces the need for additional CMS terminals for supervisors while 
also providing essential statistics to agents without the need for additional 
hardware. It lessens requirements for BCMS p a per reports.
Call Center Management
Even small call centers without BCMS or CMS enabled can receive VuStats 
statistics. These statistics can be used to evaluate agent performance, balance 
workloads, examine sp lit staffing requirements, and generally optimize call 
center performance.
Detailed Description
VuStats takes information stored on the switch in BCMS database tables and 
shows that information on a disp lay terminal. In g eneral, the system administrator 
uses the “ VuStats Display Format”  form to create a format d efining  the 
information to a p pear on a display. Up to 25 different formats can be created. 
One or more b uttons on the voice terminal are then assigned a format. When one 
of  these b uttons is pressed, the information associated with the format is 
displayed on the voice terminal. 
There is a limit to the num ber of VuStat b uttons that c an be administered with the 
“ID “ field filled in. For d etailed instructions on administering VuStats, or for 
completing the VuStats Display Format form, see the 
DEFI NIT Y Com munications 
System Generic 3 Version 4 Implementation, 
555-230-655, or D EFI NITY  
Communications System Generic 3 V2/V3 Implementation
, 555-230-653.
As state d, the format defines what information appears on the display. 
Specifically it determines: what text and database items are shown on the 
display; how the information looks on the display; and when the display updates. 
The following sections detail the information that can be administered to a p pear 
on the VuStats d isp lay.
What Information Appears on the Display
Object Type
To d efine the information that will a p pear on the display, the system administrator 
must first determine who will use the information or what object the information 
will describe. This is the object typ e. The object type can b e an agent (or agent 
extension), split/skill, trunk group or vector directory number (VDN). Each o bject 
type is associated with specific information in the BCMS data base tables. This  
						

							Feature Descriptions
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object typ e is entered on the “VuStats Format Display” form and controls the 
types of information that are available for display. The following list describes 
each of these object typ es.
nAgent ¾ The a gent o bject type provides agents with their own statistics, 
or statistics about the splits/skills they log into.
nAgent-extension ¾ The a gent-extension object type provides supervisors 
or other users with statistics about agents or the splits/skills the a gents log 
into. With an object type of agent-extension, the VuStats display can be 
administered to automatically show statistics for a specific agent. Or, the 
supervisor can enter the ID of any agent they want to review.
nSplit ¾ The split object typ e is used to display statistics about a specific 
split/skill. Much of the information available with a split object typ e is also 
available with the a gent or agent-extension object type. The selection  of 
object typ e will d epend on the application.
nTrunk-group ¾ The trunk-group object type is used to display statistics 
about a sp ecific trunk group.
nVDN ¾ The VDN object type is used to display statistics about a sp ecific 
VDN.
Data Type
Once the object type is selected, the system administrator must d efine what d ata 
should be displayed for that o bject. For example, with an object type of agent, 
VuStats could display information of interest to an agent, including:  the total 
number of calls the agent has answered since logging in, the average time the 
agent has spent on each ACD call, the number of agents available to receive 
calls for a split, or the percent in service level for a given split.
On the other hand, for an object type of split, VuStats could display information 
describing the split and performance for the sp lit. For example: the average 
speed of answer; the number of calls waiting; or information about agent work 
states.
The data displayed for each object is defined with a data type, which is entered 
on the “ VuStats Format Disp lay”  form. A maximum of 10 data types can be 
entered for each display. For a comp lete  description of each data type see 
Tables of Data Types in the “VuStats” section in the 
D EFI NITY  Com munications 
System Generic 3 Version 4 Implementation, 
555-230-655, or DE FI NITY  
Communications System Generic 3 V2/V3 Implementation
, 555-230-653.
Interval
With the exception of two agent shift d ata items, in G3V3 the information 
displayed on the terminal only represents data collected during the current 
interval. In other words, if VuStats displays the average After Call Work (ACW) 
time, it represents the average amount of time the agents on the sp lit have spent 
in ACW during the current interval. Likewise, if VuStats displays the number of  
						

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ACD calls, it is the number of calls received during the current interval. The 
interval is either 1/2 or 1 hour d e pending upon the value a dministered for the 
BCMS measurement interval on the “Feature-Related System Parameters”  form.
With G3V4 and later releases, VuStats  also  can  be  administered to show 
historical d ata. It can show statistics that have accumulated for the day or for an 
administered number of intervals. For example, if VuStats displays the number of 
ACD calls for the past four completed intervals, it will display the number of ACD 
calls received in the past two hours (1/2 hour intervals) or four hours (one hour 
intervals) plus those completed during the current interval. The use of historical 
data can impact processor occupancy depending upon the number of active 
users, their update rates, and the number of historical data types.
With an object type of agent or agent-extension, shift data is available for the 
number of ACD calls answered and the average ACD talk time for that agent. 
Shift data accumulates d uring the time an agent is logged in. If the agent logs out 
of all splits, shift data clears. For this reason, if shift d ata is required, agents 
should enter AUX work mode when taking breaks rather than logging out.
Thresholds
With G3V4 many data types can be administered with a threshold comparator 
and value. When the condition d efined by the threshold is true, and the data type 
is shown on the display, the VuStats button lamp flashes. For example, sup pose 
a format is created in which the oldest call waiting data type is administered with 
a threshold of > = (greater than or equal to) five minutes. Whenever that VuStats 
format is d isplayed, if the oldest c all in queue has been waiting for five minutes or 
longer, the VuStats lamp flashes on the voice terminal. Each time the display 
u p dates the threshold is checked for each data type being disp layed.
Text
Text associated with data can be entered on the “ VuStats Display Format”  form. 
This text will a p pear on the d isp lay to i dentify the data. For exam ple, in the 
illustration at the b e ginning of this section, AUX= was entered as text on the 
“ VuStats Display Format”  form to identify the data type split-agents-in-aux (the 
number of agents currently in AUX work mode for a specified split). Text is 
optional. When used, it appears exactly as entered on the form.
Remembering that each display is limite d to 40 characters, it is important to limit 
the amount of text, and to use a b breviations when possible. For example S= 
could indicate that the number following the e quals sign is the split number.
Display Linking
Display formats can be linked so that users can step through a series of displays 
thereby increasing the amount of information they can view.  For examp le, a 
display providing information for the a gent’s first s plit could b e linked to a second 
display providing the same information for the agent’s second sp lit. Or, a split  
						

							Feature Descriptions
3-1234Issue  3   March 1996 
supervisor might want one disp lay providing information about the work states of 
all a gents on a split linked to a second display that provided information a bout 
calls waiting, numb er of calls abandoned, or the oldest call waiting for the split.
To allow a gents to view linked displays, a next b utton must be administered on 
the voice terminals. Displays should have the same object type if they are linked.
For detailed information to administer what will appear on the display, see What 
Information Appears in the VuStats section in the 
DEFINITY Communications 
System Generic 3 Version 4 Implementation, 555-230-655, 
or DE FI NITY  
Communications System Generic 3 V2/V3 Implementation
, 555-230-653.
How the Information Looks
VuStats statistics appear on the second line of two-line DCP terminal displays or 
on the first line of one-line DCP terminals and all BRI terminals. For voice 
terminals with 2 x 24 displays, the display automatically wraps to the second line 
of the display. When VuStats is activate d, it overwrites and cancels any display 
feature on the second line of a two-line display and on the first line of a one-line 
display.
The format of the information on the display is defined exclusively on the “ VuStats 
Display Format”  form. Using this form, the system a dministrator defines:
nThe text associated with each data type and the amount of space left for 
each piece of data. For example, AUX= $$$ i n dicates the text AUX=  will 
a p pear with 3 spaces left for the data associated with this text.
nThe order in which the data types will appear on the display.
nThe format for time related d ata types. For example, whether the data will 
display as hours rounded to the nearest hour, minutes rounded to the 
nearest minute, or minutes and seconds.
nThe display that should follow the current one when the next b utton is 
pressed.
Name database items, for example the name of a split or VDN, will be truncated 
on the right to fit the data field size specified for the data type. Numerical 
database items will display asterisks if the number is too large to fit the data field 
size specified for the data type.
For detailed information to administer how the information will look on the display 
terminal, see How the Information Looks in the VuStats section in Chapter 3 of 
the 
DEFINITY Communications System Generic 3 Version 4 Implementation, 
555-230-655, or DEFI NIT Y Com munications System Generic 3 V2/V3 
Implementation
, 555-230-653.