ATT DEFINITY Communications System Generic 3 Instructions Manual

							VuS tat s
Issue  3   March 1996
3-1245
Figure 3-35. Split 4 Displays
Agent 12
Agent 12 acts as a backup for split 1 and so has special VuStats requirements. 
Agent 12 will enter AUX mode on split 4 and log into split 1 when: no agents are 
available on split 1; more than nine calls are waiting in the split 1 q ueue; and at 
least one other agent is available in split 4. Therefore agent 12 must know:
nThe number of agents available on split 1.
nThe number of calls waiting on split 1.
nThe number of agents available on split 4.
The agent can determine the number of agents available on split 4 by viewing 
format 3 while logged into split 4.
For ma t 7
NEXT
For ma t 8
STAFF = 3 AV = 1 AUX = 1 WAIT = 0 %SER = 96OBJ = 95 %SER = 96 ASL = 0:30 ASA = 0:28
(The split objective is 95% of calls answered with the acceptable service level,
the percent of calls answered within the acceptable service levels equals 96%,
the number of seconds within which a call must be answered to be within the
acceptable service level is 30, and the average speed of answer for the interval
is 28 seconds.)
(For the split: agents staffed equals 3; agents available equals 1; agents in AUX
work mode equals 1; calls waiting in queue equals 0; and percent of calls
answered within the acceptable service level equals 96%.) 
						

							Feature Descriptions
3-1246Issue  3   March 1996 
Because the agent is not logged into split 1 when the information is requested, 
an object type of split is used to access sp lit 1 information. A second VuStats 
button is used for the split d isplay. The b utton can be administered with the ID for 
split 1 to eliminate the need to enter the split number when accessing this display 
and, if necessary, to prevent the agent from viewing statistics for other splits.
One a dditional format will be required to present sp lit 1 statistics to agent 25.
Figure 3-36. Agent 25 Split 1 Display
Split Supervisors
All three supervisors are interested in receiving statistics for the splits they 
manage including:
nThe objective for the split.
nThe rate at which calls are being answered for the split.
nThe percent of calls answered within the acceptable service level.
nThe oldest call waiting for the split.
Each supervisor will require 1 VuStats button. One format will b e required to 
present the information requested.
For mat 9
AV=0 WAIT=12
(For split 1: the number of available agents is 0; the number of calls waiting in
queue is 12.) 
						

							VuS tat s
Issue  3   March 1996
3-1247
Figure 3-37. Split Supervisor Display
Supervisor 1
Supervisor 1 is also concerned with monitoring the elite VDN that routes to split 
1. Since this VDN is only accessed by high volume clients, the supervisor wants 
to b e certain that service is always available.  Therefore the supervisor wants to 
know:
nThe percent of calls answered within the acceptable service level.
nThe average speed of answer for a call coming in on the VDN.
nIf any calls have abandoned.
nIf any calls are waiting.
nHow long the oldest call in the queue has been waiting.
A second VuStats button and one additional format are required for the VDN 
display.
Figure 3-38. Supervisor 1 VDN Display
For ma t 10
S=1 OBJ=40 RATE=42 %SER=87 OLD=1:16
(This example shows the display for the split 1 supervisor. The split number is 1;
the objective is 40 calls per hour; calls are being answered at a rate of 42 per
hour; the percent in service level is 87; the oldest call in the split has been
waiting 1 minute and 16 seconds.)
For ma t 11
(The percent of calls answered within the acceptable service level is 96; the
average speed of answer for a call on the split is 20 seconds; no calls have
abandoned the split during the current interval; no calls are waiting in the queue.) 
						

							Feature Descriptions
3-1248Issue  3   March 1996 
Sample Administration
To implement this call center example, a system a dministrator would need to 
create a total of eleven VuStats display formats: eight with an object type of 
agent; two with an object type of split; and one with an object type of VDN. See 
“Call Center Examp le” in the VuStats section of the 
DE FI NITY  Co mm unications 
System Generic 3 Version 4 Implementation, 
555-230-655, or DE FI NITY  
Communications System Generic 3 V2/V3 Implementation
, 555-230-653, for 
instructions about how this example could be administered.
Considerations
Some of the VuStats data is accumulated for an agent’s  login session. If agents 
log in in the  morning and then log out for lunch, they end their sessions and the 
system clears their accumulated data. When agents log in after lunch, they b egin 
new sessions. To accumulate a full day’s statistic s, agents and/or supervisors 
must keep a running total of all the agents’  login sessions. To circumvent the 
need to keep track of login sessions use historical data or have agents go into  
AUX mode when they are on break.
The DEFI NI TY s yst em s have varying limits on how many measured agents or 
login IDs can be monitored and how many terminals can display VuStats data 
simultaneously. See  Appendix A, System Parameters for capacities.
Interactions
nBCMS 
If BCMS is not active, you cannot receive BCMS reports. The VuStats 
feature disp lays data collected by  BCMS, but you do not need to have 
BCMS enabled in ord er to use VuStats. VuStats operates normally without 
BCMS turned on.
nCall Prompting 
A Call Prompting digits display automatically cancels the VuStats feature. 
The Call Promp ting d isplay overwrites the VuStats display and the VuStats 
button lamp extinguishes. When the a gent reactivates VuStats, the 
VuStats display overwrites the Call Prompting display.
nCall Work Codes 
When the call work code (CWC) is activated, it automatically cancels the 
VuStats feature. The CWC d isplay overwrites the VuStats display and the 
VuStats button lamp extinguishes.
If  VuStats is activated while a CWC is being entered
— that is, the pound 
(#) sign is not yet dialed
— the CWC display is overwritten. In this case, 
the CWC is not sent and must be reentered. 
						

							VuS tat s
Issue  3   March 1996
3-1249
nChange Skills 
An agent changing skills automatically cancels the VuStats feature. The 
display of the new skills overwrites the VuStats display and the VuStats 
button lamp extinguishes. When the a gent reactivates VuStats, the 
VuStats display overwrites the display of the new skills.
nIntegrated Directory 
If a user activates the Integrated Directory feature, the VuStats feature is 
automatically cancelled. The Inte grated Directory display overwrites the 
VuStats display and the VuStats button extinguishes. When VuStats is 
reactivated, the VuStats display overwrites the Integrated Directory 
display.
nMove Agents from CMS 
If an agent moves from one sp lit or skill to another, the change does not 
affect the ID administered to the VuStats (vu-display) button.
If an agent is moved from one split or skill to another, the switch does not 
reassociate VuStats buttons (associated with the a gents previous split or 
skill) to the new split or skill. Therefore, in a call-environment in which 
agents are often moved between splits or skills, VuStats buttons should 
not have an assigned association with a specific split or skill. Instead, a 
VuStats b utton associated with the agent  format (without an ID) should be 
assigned to each agent’s voice terminal, and a sp lit reference can be 
used to view the agent’s first, second, third, or fourth split/skill.
nQueue-Status Indications 
The queue-status button display automatically cancels the VuStats 
feature. The queue-status display overwrites the VuStats display and the 
VuStats lamp extinguishes. When VuStats is reactivated, the VuStats 
display overwrites the queue-status disp lay.
nService Observing
On terminals with a one-line display, the Service Observing b utton display 
automatically cancels the VuStats feature. The Service Observing display 
overwrites the VuStats display and the VuStats lamp extinguishes. When 
VuStats is reactivated, the VuStats disp lay overwrites the Service 
Observing display 
						

							Feature Descriptions
3-1250Issue  3   March 1996 
Administration
In order to use VuStats, Automatic Call Distribution (ACD) and VuStats must b e 
optioned on the “ System-Parameters Customer-Options”  form. Hunt Groups, 
Trunk Groups, and VDNs must also be administered as  measured ‘internal’’ or 
‘‘both.’’
Use the “ VuStats Display Format”  form to administer the display formats. Up to 
25 different 40-character display formats can be created.
A feature button for ‘‘vu-d isplay’’ must be administered on those attendant 
consoles and voice terminals that will display VuStats data. A ‘‘next’’ button must 
be administered  for voice terminals that will display linked formats.
For d etailed instructions for a dministering VuStats, or for c om pleting the “VuStats 
Display Format”  form, see the 
DEFINITY Communications System Generic 3 
Version 4 Imp lementation, 555-
230-655, or DEFINITY Communications System 
Generic 3 V2/V3 Implementation
, 555-230-653.
Hardware Requirements
VuStats is only available for attendant consoles and voice terminals with d i gital 
display capability. VuStats is most  effective on voice terminals with two-line 
displays (of  40 characters per line), such as the CallMaster voice terminals. This 
type of display allows users to see call ap p earances on the top line and VuStats 
on the b ottom line. With other displays, VuStats overwrites call a p pearance 
information when a user presses the VuStats button. 
						

							Wideband Switching
Issue  3   March 1996
3-1251
Wideband Switching
Feature Availability
The Wideband Switching feature is optional with G3V2 and later releases.
Description
The Wideband feature provides you with the a bility to d e dicate 2 or more ISDN 
B-c hannels or DS0 endpoints  for applications which require large amounts of 
bandwidth. The ISDN-PRI d ivides a T1 (E1 for international switches) trunk into 
24 (31 for E1) information channels and  one signaling channel for standard 
narrowband communication. Certain ap p lications, such as video conferencing, 
require greater b andwidth, and it becomes necessary to aggregate several of 
those narrowband channels into one ‘‘wideband’’ channel to accommodate the 
extra bandwidth requirement. The DEFI NI TY switch may serve as a gateway to 
many types of high bandwidth traffic .
Applications involving the Wideband Switc h ing feature are listed below:
nVideo conferencing
nWAN Disaster Re covery
nScheduled batch processing (for example, nightly file transfers)
nLAN Interconnections and Imaging
nOther ap plications involving high-sp eed data or video transmission or a 
high degree of bandwidth 
NOTE:
For a d ditional information on the DEFINITY system Wideband Switching 
feature, see the 
DEFINITY Communications System Generic 3 Wideband 
Technical Reference
, 555-230-230, DEFINITY Communications System 
Generic 3 Version 4 Implementation
, 555-230-655, or DEFI NIT Y 
Communications System Generic 3 V2/V3 Imp lementation
, 555-230-653. 
						

							Feature Descriptions
3-1252Issue  3   March 1996 
Technical Description
The Wideband Switching feature provides end-to-end connectivity between 
endpoints at data rates from 128 to 1536 Kb ps over a T1 facility, or up to 1984 
Kb ps over an E1 (European Standard) facility, according to the ITU-T a n d  ANSI  
standards for 384 (H0, a 6 channel aggregate), 1536 (H11, a 24 channel 
aggregate or dedicated T1 trunk), and 1920 (H12, a 31 channel aggregate, or 
dedicated E1 trunk)  Kb ps rates and ITU-T a n d  ANSI  sta n dards for NX64 Kb ps 
rates (where 
N may equal 2 to 24 on a T1 trunk and 2 to 31 on an E1 trunk).
NOTE:
Typically, a T1 facility  provides for 23 B-channels and 1 data channel while 
an E1 facility provides 30 B-channels and 1 D-channel. If however, 
Non-Facility Associated Signaling (NFAS) is used, a group of T1/E1 
facilities can be configured to share a single data channel allowing all but 
one of the T1/E1 facilities to be configured with an extra B-channel.
DEFI NI TY switches can be configured for Wideband Switching for  various uses, 
including the following:
nSending data over a domestic network T1 facility, typically providing 1
D-channel and 23 B-channels.
nSending data over an international network E1 facility, typically  providing 
1 D-c hannel and 30 B-channels.
nAn ISDN-PRI line-side (switch to terminal) a p plication
Each B-channel can provide 64 Kb ps transmission rates. There are two service 
types for encoding the aggregation of channels, both of which are sup p orted by 
the DEFINITY switch. 
NX64 allows the a ggregation of any channel groupings while H0, H11, and H12 
have fixed channel assignments.
Table 3-87 summarizes the ISDN channel types with  the associated data rates 
that support Wi deband Switching.
Table 3-87. ISDN Channel Types and Wideband Associated 
Data Rates
Channel Type Data Rate
H0 (6 channels) 384 Kb p s
H11 (24 channels) 1536 Kb ps
H12 (31 channels) 1920  Kb p s
NXDS0 (2 to 31 channels) 128 to 1984 Kb p s 
						

							Wideband Switching
Issue  3   March 1996
3-1253
Any endpoint with an ISDN-PRI interface can be administered for Wideband 
Switc h ing a p plications. For both network and line-side use,  a Universal DS1 
(UDS1) circuit p ack is  the interface for carrying wideband calls. On the line side, 
an ISDN-PRI terminal adaptor such as the Paradyne Acculink Bandwidth 
Controller is used to support switched and permanent connections. 
Channel Allocation
Wideband channel allocation is performed using one of three allocation 
algorithms: fixed, flexible, or floating. This subject is discussed in greater detail in 
the Im plementation Guide, but in brief:
nFixed allocation provides contiguous channel a ggregation and the  
starting channel is constrained to a p redetermined starting point. (Used 
only for H0, H11, and H12 calls.)
nFlexible allocation allows a Wideband call to occupy non-contiguous 
positions within a single T1 or E1 facility.
nFloating allocation enforces contiguous channel aggregation but the 
position of the first channel is not constrained like it is in fixed allocation.
Typical Uses
Many Wideband Switching applications are video applications such as video 
conferencing or data applications.
A typ ical video application is illustrated in  Figure 3-39. The video application 
uses an ISDN-PRI interface to DS0 1 through 6 of the line-side facility. 
NOTE:
A line-side facility is the use of ISDN-PRI between the switch and the 
terminal,  in this case a video conference facility. Most lines b etween switch 
and audio terminals use the ISDN-BRI, and do not have the available 
bandwidth for this kind of application. Sp e cial line-side uses of ISDN-PRI 
have to b e arranged as special implementation needs.
In a ctual use, the channels aggregated for Wideband use may not be contiguous 
and vary constantly. 
						

							Feature Descriptions
3-1254Issue  3   March 1996 
Figure 3-39. Wideband Switching Video Application
Considerations
Glare and blocking are the two most pertinent trunking  considerations when 
using Wideband  Switching.
Glare
Glare arises when both sides of an ISDN-PRI interface simultaneously  select the 
same B-channel for call initiation. For example, the user side of the ISDN-PRI 
interface selects a B-channel for an outg oing call.  Before the network receives 
t h e  S ETUP   message, the network might select the same B-c hannel for a call. 
Even with channel negotiation schemes, glare might cause  the call from the user 
side to be dropped. Since Wid e band Switching uses multiple B-channels, the 
possibility of glare is greater than it is with other calls.
Network
Definity
Switch U
D
S
I
UDSI
DSO 24 D-Channel
DSO 7-23 Narrow Bands
DSO 1-6 Wideband
ISDN-PRI Trunk
DSO 24 D-Channel
DSO 7-23 Unused
DSO 1-6 WidebandLine-side ISDN-PRI
Port 1 Port 2
Video
Application Ascend 
ISDN-PRI 
Terminal Adapter