ATT DEFINITY Communications System Generic 3 Instructions Manual

							Automatic Wakeup
Issue  3   March 1996
3-227
Interactions
The following features interact with the Automatic Wakeup feature.
nAttendant or Voice Terminal Display
If the console or terminal is in the Automatic Wakeup mode and the user 
presses another display mode button, the Wakeup mode is aborted and 
the wakeup request is not entered, changed, or deleted.
nDo Not Disturb
If Do Not Disturb  is active at a voice terminal, the Automatic Wakeup 
feature d eactivates Do Not Disturb for that terminal, and then the system 
places the wakeup call.
nPMS Interface
A Check-Out request will cancel an active wakeup call request for the 
guest room.  Also, a Room Change/Room Swap  request through the PMS 
will cause a wakeup request to be changed or swapped.
nVoice Synthesis Board
Auto Wakeup competes with the following features for use of the Speech 
Synthesis board.
— Do Not Disturb
— Voice Message Retrieval
— Visually Impaired Attendant Service
Administration
The Automatic Wakeu p feature is administered by the System Manager. The 
following items require administration:
nWakeup call announcement type — Choose one of the following:  music, 
external recorded announcement, voice synthesis announcement, 
integrated, multiple integrated, or silence.
nLength of time to leave a voice terminal connected to the announcement.
nExtension number to receive LWC messages for failed wakeup call 
attemp ts.
nExtension number to receive wakeup call attempts when voice synthesis 
prompting is not available.
nAutomatic Wakeup Entry button (per attendant console or 
display-equipped terminal).
nFeature access code for voice prompting.
nSpecial access code for the attendant to verify that speech synthesis 
announcements are operating properly. 
						

							Feature Descriptions
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nHospitality-Related System Parameters assignments:
— Extension number for the wakeup log printer, if a journal printer is 
used
— The time for the scheduled Wakeup Activity Report to b e printed
— The time for the scheduled Wakeup Summary Report to be printed
— Integrated Announcement Extension if the Announcement Typ e  is 
integrated
— Default Announcement Extension if the Announcement Type is 
multiple-integrated
(G3V3 and  later releases)  If you are going to use the integrated announcement 
types, you must administer the following:
nThe “ G3V3 O ptions”  field on the ‘System-Parameters Customer-Options’ 
form (c ontact your AT&T support representative for assistance).
nThe “ G3V3 Enhanced Hospitality”  field on the ‘System-Parameters 
Customer-Options’ form (c ontact your AT&T support representative for 
assistance).
nThe extensions used for the announcements, administered on the 
‘Announcements/Audio Sources’ form.
nRepeating announcements and barge-in queues, a dministered on the 
‘Announcements/Audio Sources’ form.
Hardware and Software Requirements
If voice prompting is used, a TN725 Speech Synthesizer c ircuit pack is required.  
Each circ uit pack has four ports to provide voice promp ting. If speech synthesis 
is selected for wakeup call announcements, two ports must b e reserved for 
wakeup announcements.
If recorded announcements are used, a model HQD 614B Recorder/Announcer 
manufactured by the Audichron Company is required.  Each 
Recorder/Announcer requires four auxiliary trunk ports which must be on the 
same TN763B circ uit pack.
With hosp itality features such as Automatic Wakeup, it is recommended that a 
journal printer be used with switch configurations larg er than 800 stations. The 
journal printer requires an MPDM and a port on a Digital Line circuit pack or an 
ADU and a port on a Data Line circuit pack.
No a d ditional software is required.
Integrated announcement types require the TN750B record ed announcements 
circuit pack. Multiple integrated announcements require the TN750C circuit 
p a cks. See the Recorded Announcement feature for details. 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
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3
Basic Call Management System 
(BCMS)
Feature Availability
This feature is available with all Generic 3 releases.
Description
Provides real-time and historical reports to assist customers in managing 
individual agents, ACD splits (hunt groups), VDNs, and trunk groups. These 
reports are a subset of those available on the CMS adjunct. BCMS reports can 
be accessed and displayed on the Management Terminal or printed on demand 
on the printer associated with the Management Terminal. In ad d ition, the 
historical reports can be sc heduled to print on the system printer.
The BCMS report feature collects and displays information pertaining to 
individual agents (based on the agent’s extension), ACD splits, trunk groups, 
and VDNs. Data is stored by hour or half hour for 25 time intervals (includes 
current time interval). Daily summary data are also calculated and stored for 
seven days.
The following reports are available with the BCMS:
nReal Time Re ports
— Split Status
— System Status
— VDN Status
nHistorical Reports
— Agent
— Agent Summary
— Split
— Split Summary
— Trunk Group
— Trunk Group Summary
— VDN
— VDN Summary
The reports can be displayed and/or printed both locally and remotely. Locally, 
the reports can be accessed by the ACD administrator from the Management 
Terminal. Customers with multiple premises may wish to centralize the  
						

							Feature Descriptions
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measurements data evaluation and access the switch data remotely. Reports 
can also be scheduled to print on the Report Scheduler system printer.
An examp le of each BCMS report follows, along with a brief description of the 
data in the report. More detailed information on these reports can be found in 
DEFI NI TY Com munications System Generic 3 Basic Call Management System 
(BCMS) O perations
, 555-230-704.
VuStats, available in G3V3 an d later releases, provides call measurements for 
voice terminals equipped with displays. This feature can be used in conjunction 
with R3 CMS or BCMS to supplement the numb er of individuals receiving 
real-time information about call performance. This feature can also b e used 
without BCMS. (Refer to ‘‘Considerations’’ at the end of this section.)
NOTE:
The screens and calculations for some of the field values differ between 
G3V1, V2, V3, and V4.
Also, if the EAS feature is optioned on the switch, the word ‘‘split’’ on menus 
and screens actually prints as ‘‘skill’’ since the concept of skills and skill 
groups replaces splits in an EAS environment.
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 
group.  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 service level for the VDN or hunt group, the call is 
recorded as acceptable. 
Percent Within Service Level
A service level can be administered for each hunt group or VDN, if the customer 
option has been set to ‘‘y’’ and if the hunt group or VDN is measured by BCMS. 
The service level is the amount of time (number of seconds) allowed the switch to 
answer calls (from 0 to 9999).
To calculate the percentage of calls within the acceptable service level, BCMS 
divides the number of acceptable calls by the calls offered.
For hunt  groups, BCMS calculates the Percent Within Service Level as follows:
%IN SERV LEVL=
ACDcalls+abandons+out f lows+dequeued accepted *100
_ ________________________________________ 
						

							Basic Call Management System (BCMS)
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where
accepted 
— Is the number of calls answered for which the q ueue time was less 
than or e qual to the administered service level for the sp lit.
dequeued 
— Is the number of calls that encountered t he split’s queue, b ut 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 numb er of c om pleted c alls that accessed the VDN 
during the interval.
BCMS 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 Report provides current (real-time) status information 
for either all BCMS splits or selected splits. The  BCMS  VDN Status Re port 
provides the current (real-time) status and cumulative measurement data for 
VDNs monitored by BCMS.
You may generate these reports using the monitor command. These reports 
display data accrued since the last interval boundary. The time intervals may be 
in one-hour or half-hour increments. (To select the desired increment, access the 
Feature-Related System Parameters sc reen and enter hour or half-hour in the 
“ Measurement Interval”  field. 
%IN SERV LEVL=
calls o ff ered accepted *100
_ _____________ 
						

							Feature Descriptions
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There are three monitor commands, one to print each real-time report:
nbcms split
nbcms system
nbcms vdn
The bcms split c ommand g enerates the BCMS Split Status Report. The bcms 
system  command  generates  the  BCMS System Status  Report. The bcms vdn 
command generates the BCMS VDN Status Re port.
Whenever a status report is displayed on the G3 Management Terminal, it is 
updated automatically a p proximately every 30 seconds. You  can  immediately 
update the on-screen status report by pressing 
U PDAT E. To cancel  the monitor 
command and return to the command prompt, press 
CANCEL. If the status report 
consists of more than one pa ge, press 
NEXTPAGE to display any subsequent 
p a ges and 
PRE VPA G E to display any previous pages.
If you incorrectly enter the c ommand, or if the q ualifier is not a p plicable or cannot 
be measured, a d escriptive error message a p pears on the message line, located 
on the b ottom of the screen. Usually, the error message desc riptions provide 
enough information a bout the problem so that you will not need to research it. 
However, if you require more information about the error message, press 
HEL P. 
Some examples of error messages are liste d below:
n‘‘??’’ invalid report type for specified time or day
n?? number of BCMS measured agents exceeds maximum
nSplit not measured by BCMS 
BCMS Split 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. 
This report displays data accrued since the last interval boundary. For examp le, 
if the interval is set for hourly, and you issue the command to display the BCMS 
Split Status Report at 11:10 a.m., the report displays the data accrued since 
11:00 a.m. Although this report is updated approximately every 30 seconds, you 
can immediately u pdate the information on the screen b y pressing 
UPDATE. At the 
b e ginning of the next interval, the report resets. Screen 3-8 shows the BCMS 
Split Status  Report. 
						

							Basic Call Management System (BCMS)
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Screen 3-8. BCMS Split Status Report Screen
Report Headers, Abbreviations, and 
Their Definitions
The header information at the top of each page includes the command entered 
to g enerate the report, the page number and the total num ber of p a ges in the 
report, the title of the report, and the time and date the report was generated. If 
there are more than nine agents in the sp lit, the remaining agent information 
a p pears on subsequent pages.
Split 
— The split numb er specified with the command line.
NOTE:
With BCMS, sp lits do not have to be numbered from 1, and sp lit numbers 
do not have to be consecutive. * An asterisk precedes the ‘‘Call Waiting’’ field if any of the calls are Direct 
Agent calls.
& The ‘‘LOGIN ID’’ column is em pty if the BCMS login system parameter is set 
to ‘‘no.’’
$ If name is not administered, this column is blank for the agent.
Split is displayed as Skill when EAS is o ptioned.
 
monitor bcms split 30
BCMS SPLIT (AGENT) STATUS
Split: 30 Date: 12:13 pm MON MAY 15, 1995
Split Name: headquarters                    
 Calls Waiting:   5                     Acceptable Service Level: xxx
Oldest Call:  1:39                         % Within Service Level: xxx 
 
Staffed: 7 Avail: 1 ACD: 1 ACW: 1 AUX: 1 Extn Calls: 2 Other: 1
 
 ACD EXT IN EXT OUT
AGENT NAME LOGIN ID EXT STATE TIME CALLS CALLS CALLS
 Agent 1           32191 12345 Avail 12:00      0       0 0
 Agent 2           32192 12346 ACD 12:04      1       0 0
 Agent 3           32193 12347 ACW 12:12      3       0 0
 Agent 4           32194 12348 AUX 11:30      0       0 0
 Agent 5           32195 12349 Ext In 12:08      1       2 0
 Agent 6           32196 12350 Ext Out 12:10      0       0 1
 Agent 7           32197 12351 Other 11:58      0       0 0
 $                 32198 12352 INIT 00:00      0       0 0 
						

							Feature Descriptions
3-234Issue  3   March 1996 
Split Name — The administered name of the split. This name usually describes 
the purp ose or service of the split (for example, sales, service, or help line). If no 
name exists, BCMS displays the sp lit extension (for example, EXT 65222).
NOTE:
The split name is limited to a maximum of 11 characters. If you enter more 
than 11 c haracters, the a dd itional characters are not printed on the System 
Printer.
Calls Waiting 
— The number of calls currently queued and calls ringing at an 
agent’s phone. If any of the calls in the q ueue are Direct Agent calls, an asterisk 
appears before the value in this field. The Glossary desc ribes the Direct Agent 
feature.
Oldest Call 
— The number of minutes and seconds that the oldest call in queue 
has been waiting to be answered. This includes calls ringing at an agent’s 
phone.
Acceptable Service Level 
— The d esired time to answer for a given hunt group 
or VDN. Timing for a call b e gins when the call enters the hunt group queue.
% Within Service Level 
— The percentage of calls answered within the 
administered service level. This field is blank if no calls have been recorded for 
this time interval or if there is no ‘‘Acceptable Service Level’’ administered on the 
Hunt Group form.
Staffed 
— The numb er of agents currently logg e d into the split.
Avail 
— The num ber of agents in this split currently available to receive an ACD 
call. In order to be counted as being available, agents must either be in the 
Auto-In or Manual-In work mo de. Refer to the Glossary for a description of work 
modes (or ACD work modes). If the agent is on another split’s call or is 
performing After Call Work for another split, the agent is not considered available 
and is not recorded here. If a call is ringing at the agent’s phone or a call is on 
hold, the agent is not considered available unless Multiple Call Handling is 
active and the agent selects AI/MI with a call on hold.
ACD 
— The numb er of agents who are currently on an ACD call for this split. 
This value also includes Direct Agent calls and those agents who are currently on 
ACD calls that flowed in from another split.
ACW 
— The number of agents in this split who are currently in ACW mode for 
this split. Refer to the Glossary for a description of after call work (ACW) mode. If 
an agent is in ACW mode for another split, the agent is included in the Other 
state count for this split. Also, if an agent is on a call while in ACW mo de, the 
agent appears in the Extn state count, and not in the ACW state.
AUX 
— The number of agents in this split who are currently in the AUX work 
mode for this split. If an agent is answering a call from another sp lit or is in ACW 
work mo de for another split, that agent is not considered in AUX work mo de for  
						

							Basic Call Management System (BCMS)
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this split and is not included in this number. The a gent is included in the Other 
state count.
Extn 
— The numb er of agents in this split who are currently on non-ACD calls. 
These non-ACD calls may be either incoming (direct to the extension) or 
outgoing (direct from the extension). Those a gents receiving or making extension 
calls while in Avail, ACW, or AUX work mode is recorded as being on extension 
calls.
Other 
— The numb er of agents in this sp lit who:
nAre on a call from another split
nAre in ACW work mode for another split
nHave placed a call on HOLD and ma de no other state selections
nHave a call ringing at their voice terminals
nAre dialing a number (to place a call or activate a feature)
All of the agents in the Other state are unavailable for ACD calls.
AGENT 
— The name of the agent. Generally, this is the agent’s first or last 
name. However, if no name is administered on the station form, this field is left 
blank. When the field is blank, the data can be identified by the extension.
LOGIN ID 
— The BCMS login ID(s) (taken from the BCMS Login ID form or EAS 
Login form) for which you requested the report. This column does not appear if 
BCMS logins are not optioned.
EXT 
— The 2-, 3-, 4-, or 5 - digit extension number for the agent.
STATE 
— The current work state for the a gent. Possible work states are Avail, 
ACD, ACW, AUX, Extn, and Other. (The sum of the time the a gent spends in the 
possible work states is the a gent’s ‘‘staffed’’ time.) Unstaffed agents do not 
a p pear on the report. When the system time is changed, agents are in the INIT 
state. Each agent remains in the INIT state until he or she takes a call or p ushes a 
work button.
NOTE:
Refer to the Glossary for a description of the term work state.
TIME 
— The 24-hour clock time that the agent entered this work state.
ACD CALLS 
— The number of ACD calls that the a gent has comp leted since 
the beginning of the current interval. This value includes any calls that flowed in 
from other splits. (Calls in process are not counted until they are completed.)
EXT IN CALLS 
— The number of non-ACD calls that the agent has received 
(incoming) since the beginning of the current interval. (Calls in process are not 
counted until they are comp leted.) The maximum value is 255. 
						

							Feature Descriptions
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EXT OUT CALLS — The number of non-ACD calls that the agent has ma de 
(outgoing) since the beginning of the current interval. (Calls in process are not 
counted until they are comp leted.) The maximum value is 255.
BCMS System Status Report
The  BCMS System Status Report provides current (real-time) status information 
for either all BCMS splits or selected BCMS sp lits. This report displays data 
accrued since the last interval  boundary. For examp le, if the interval is set to 
hour, and you issue the command to disp lay the BCMS System Status Report at 
11:10 a.m., the report displays the data accrued since 11:00 a.m. Although this 
report is updated approximately every 30 seconds, you can immediately up d ate 
the information on the screen by pressing 
UP DAT E. This report is reset at the 
b e ginning of the time interval (for example, hour or half-hour). Screen 3-9 shows 
the BCMS System Status Re port.
NOTE:
When analyzing this report, keep the following things in mind:
nAll averages are for completed calls only.
nA comp leted call may span more than one time interval. ACD calls 
that are in process (have not terminated) are counted in the time 
interval in which they terminate. For examp le, if an ACD call begins 
in the 10:00 to 11:00 time interval, but terminates in the 11:00 to 
12:00 time interval, the data for this call is counted in the 11:00 to 
12:00 time interval.
nAsterisks indicate that the maximum for the associated field has 
been exceeded.
Screen 3-9. BCMS System Status Report Screen
 
 monitor bcms system
BCMS SYSTEM STATUS
Date: 12:53 MON MAY 15, 1995
AVG AVG AVG AVG % IN
CALLS OLDEST SPEED AVAIL ABAND ABAND ACD TALK  AFTER SERV
SPLIT NAME   WAIT  CALL ANS   AGENT CALLS TIME  CALLS TIME  CALL  LEVL
 
Service   3 1:03   :45     0     3   :30    20 2:30 1:25 85
EXT 4000 5    :33   :15     0    11   :45    36 1:32 :35 91