ATT DEFINITY Communications System Generic 3 Instructions Manual

							Basic Call Management System (BCMS)
Issue  3   March 1996
3-267
If switch administration causes the number of trunks in a BCMS-measured trunk 
group to change during a day or a time interval, an asterisk a ppears in the 
‘‘DAY/TIME’’ field.
INCOMING CALLS 
— The total number of incoming calls carried by this trunk 
group.
INCOMING ABAND 
— The number of incoming  calls that q ueued to ACD splits, 
then abandoned (without being answered by a staffed agent within this split) 
during the reporting interval. Calls that cannot queue (for example, queue full, or 
calls that receive a busy signal from the Central Office because there aren’t any 
available trunks) are not included in the INCOMING ABAND number. Also 
included are calls directly to staffed ACD agents that are unanswered.
INCOMING TIME 
— The average holding time for incoming calls to this trunk 
group during the specified reporting interval. Holding time is defined as the 
length of time in minutes and seconds that a facility is used during a call. The 
calculation for incoming time is:
INCOMING CCS  
— The total holding time (usage) for incoming calls to the trunk 
group during the specified reporting interval. The units are expressed in hundred 
call seconds (CCS). Refer to the Glossary for a description of the term CCS or 
hundred call seconds.
OUTGOING CALLS 
— The total num ber of outgoing calls for this trunk group 
during the specified reporting interval.
OUTGOING COMP 
— The total number of outgoing calls that were placed over 
this trunk group and answered during the specified reporting interval.
NOTE:
Comp letion is determined b y either return of network answer supervision, or 
a call that lasts longer than the answer supervision time-out parameter; 
whichever occurs first.
OUTGOING TIME 
— The average holding time for outgoing calls during the 
specified reporting interval. The  calculation is:
OUTGOING CCS  
— The total holding time for outgoing calls from this trunk 
group. The units are expressed in CCS.
INCOMING TIME=
Total Number o f  Incoming Calls Total Holding Timeforall Incoming Calls
_ ____________________________________
OUTGOING TIME=
Total Number o f  Outgoing Calls Total Holding TimeforOutgoing Calls
_ _________________________________ 
						

							Feature Descriptions
3-268Issue  3   March 1996 
% ALL BUSY — The percentage of time that all the trunks in this trunk group 
were busy. This value includes trunks that are maintenance busy. The calculation 
is:
where Busy Times is expressed in minutes and is the sum of all times when all 
trunks were simultaneously busy.
% TIME MAINT 
— The  percentage  of  time  that one or more trunks have been 
busied-out for maintenance purposes. The calculation is:
where:
nTotal Maintenance Busy Time is the sum of Maintenance Busy Time (in 
minutes) for all trunks (individually) in this trunk group during this interval
nTime Interval is expressed in minutes (for example, 30 if using a half-hour 
interval, 
60 if using a one-hour interval, and 1440 if using a daily summary)
NOTE:
For reporting purposes, call data is stored during the time interval 
(hour or half-hour) that the trunk goes idle, not when the station 
releases. Also, changing the number of trunks in a trunk group can 
cause unexpected results for that interval.
BCMS Trunk Group Summary Report
The BCMS Trunk Group Summary Report provides information about 
BCMS-measured trunk groups. You can specify the trunk groups you want 
included in the report. The BCMS Trunk Group Report can be used by the ACD 
administrator and/or manager to monitor use of one or more trunk groups and to 
determine the optimal number of trunks for the trunk groups. Note that this 
a p plies only to trunk groups measured by BCMS.
This report is similar to the BCMS Trunk Group Report except that the information 
for a trunk a p pears on separate lines of the report, with totals of activity for all 
trunks in the trunk group for the sp ecified time. You can sp ecify up to 30 trunk 
groups. You c an print the report for a certain time period specified in either hours 
or days (up to 7 days).
The report displays only the information that exists and does not i dentify absent 
data. If d ata does not exist for a specified trunk group, the trunk group does not 
%ALL BUSY=
Time Interval Total o f  all Busy Times
_ _____________________
´( 100 )
%TIME MAINT=
Time Interval´Number o f  Trunks in Group Total Maintenance Busy Time´100
_ ______________________________________ 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
3-269
a p pear on the report. Also, if information does not exist for a p ortion of the 
specified time period, the report displays all existing information but does not 
identify where there is no data. Screen 3-21 shows the BCMS Trunk Group 
Summary Re port for an interval of hours, and Screen 3-22 shows the BCMS 
Trunk Group Summary Re port for a d aily interval.
NOTE:
When analyzing this report, keep the following things in mind:
nAll averages are for completed calls only.
nAsterisks in a field indicate that the maximum for that field is 
exceeded.
nA single asterisk at the end of a time or date field indicates that 
during the interval, trunk group administration occurred that 
changed the number of trunks.
Screen 3-21. BCMS Trunk Group Summary Report 
— Hourly
 list bcms trunk sum 23-25 time 8:00
BCMS TRUNK GROUP SUMMARY REPORT
Switch Name: Lab Model  Date: 12:59 pm THU APR 20, 1995
Time: 8:00-13:00
 
| INCOMING | OUTGOING |%ALL %TIME
GROUP NAME |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY  MAINT
IN-800          23 2 2:15 31.02 1 1 1:36 0.96 0 0
OUT-WATTS*      35 2 1:48 35.74 4 4 1:42 4.08 0 0
TIE-GROUP       24 1 1:40 22.93 0 0 :00 0.00 0 0
----------- ----- ---- ------ -------- ----- ----- ------ ------ --- ---
SUMMARY         82     5   1:54    29.89 5     5   1:39 2.52 0 0 
						

							Feature Descriptions
3-270Issue  3   March 1996 
Screen 3-22. BCMS Trunk Group Summary Report — Daily
Report Headers, Abbreviations, and 
Their Definitions
This report presents header information at the top of each page. This information 
includes the command entered to generate the report, the p age number of the 
report, the title of the report, and the time and date the report was generated.
TIME/DAY 
— The time or day interval specified in the command line. Time is 
always expressed in 24-hour format. Start and sto p times are o ptional. Re ports 
always start at the top of the time interval (either hour or half-hour). If no start time 
is given, the report displays data accrued for the previous 24 time intervals. A 
stop time requires an associated start time. If no stop time is given, the last 
completed time interval (hour or half-hour) is the default. If no start time or stop 
time is given, the report displays data accrued for the previous 24 time intervals. 
If you specify ‘‘day’’ in the command and do not include a start day or stop day, 
the report d isplays data accrued for the previous six days and data accrued 
through the most recently completed interval (hour or half-hour).
If switch administration causes the number of trunks in a BCMS-measured trunk 
group to change during a day or a time interval, an asterisk a ppears in the 
‘‘DAY/TIME’’ field.
GROUP NAME 
— The name that is a dministered for this trunk group. If no name 
is administered, this field is displayed as blank.
INCOMING CALLS 
— The total number of incoming calls carried by this trunk 
group.
INCOMING ABAND 
— The number of incoming  calls that q ueued to ACD splits, 
then abandoned (without being answered by a staffed agent within this split) 
during the reporting interval. Calls that cannot queue (for example, queue full, or 
calls that receive a busy signal from the central office because there are no 
available trunks) are not included in the INCOMING ABAND number. Also 
included are calls directly to staffed ACD agents that are unanswered.
 list bcms trunk sum 23 day 4/20/95
BCMS TRUNK GROUP SUMMARY REPORT
Switch Name: Lab Model  Date: 12:59 pm THU APR 20, 1995
 Day: 5/17/95
 
| INCOMING | OUTGOING |%ALL %TIME
GROUP NAME |CALLS ABAND TIME CCS | CALLS COMP TIME CCS|BUSY  MAINT
IN-800*         82     5   1:54    29.89 5     5   1:39 2.52 0 0
----------- ----- ---- ------ -------- ----- ----- ------ ------ --- ---
SUMMARY 82     5   1:54    29.89 5     5   1:39 2.52 0 0 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
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INCOMING TIME — The average holding time for incoming calls to this trunk 
group during the specified reporting interval. Holding time is defined as the 
length of time in minutes and seconds that a facility is used during a call. The 
calculation for incoming time is:
INCOMING CCS  
— The total holding time (usage) for incoming calls to the trunk 
group during the specified reporting interval. The units are expressed in hundred 
call seconds (CCS). Refer to the Glossary for a description of the term CCS or 
hundred call seconds.
OUTGOING CALLS 
— The total num ber of outgoing calls for this trunk group 
during the specified reporting interval.
OUTGOING COMP 
— The total number of outgoing calls that were placed over 
this trunk group and answered during the specified reporting interval.
NOTE:
Comp letion is determined b y either return of network answer supervision, or 
a call that lasts longer than the answer supervision time-out parameter; 
whichever occurs first.
OUTGOING TIME 
— The average holding time for outgoing calls during the 
specified reporting interval. The  calculation is:
OUTGOING CCS  
— The total holding time for outgoing calls from this trunk 
group. The units are expressed in CCS.
% ALL BUSY 
— The percentage of time that all the trunks in this trunk group 
were busy. This value includes trunks that are maintenance busy. The calculation 
is:
where
Busy Times is expressed in minutes and is the sum of all times when all trunks 
were simultaneously busy.
INCOMING TIME=
Total Number o f  Incoming Calls Total Holding Time  for all Incoming Calls
_ __________________________________
OUTGOING TIME=
Total Number o f  Outgoing Calls Total Holding Time  for Outgoing Calls
_ ________________________________
%ALL BUSY=
Time Interval Total o f  all Busy Times
_ _____________________
´( 100 ) 
						

							Feature Descriptions
3-272Issue  3   March 1996 
% TIME MAINT — The  percentage  of  time  that one or more trunks have been 
busied-out for maintenance purposes. The calculation is:
where
nTotal Maintenance Busy Time is the sum of Maintenance Busy Time (in 
minutes) for all trunks (individually) in this trunk group during this interval
nTime Interval is expressed in minutes (for example, 30 if using a half-hour 
interval, 
60 if using a one-hour interval, and 1440 if using a daily summary)
NOTE:
For reporting purposes, call data is stored during the time interval 
(hour or half-hour) that the trunk goes idle, not when the station 
releases. Also, changing the number of trunks in a trunk group can 
cause unexpected results for that interval.
BCMS VDN Report
The BCMS VDN Re port provides statistical information for the specified VDN. 
Depending on specifics from the command line, the information may be 
displayed as either a time interval or a daily summary. If neither ‘‘time’’ nor ‘‘day’’ 
is specified, ‘‘time’’ is the default. In this case, the report displays data accrued 
for the previous 24 time intervals (hour or half-hour), including data from the most 
recently completed interval. The next two sc reens show the VDN Number Report 
— Hourly and the VDN Number Report — Daily.
NOTE:
When analyzing this report, keep the following things in mind:
nAll averages are for completed calls only.
nA c ompleted  call may span more than one time period. ACD calls that are 
in process (have not terminated) are counted in the time period in which 
they terminate. For exam ple, if an ACD call be gins in the 10:00 to 11:00 
time p eriod, but terminates in the 11:00 to 12:00 time period, the data for 
this call is counted in the 11:00 to 12:00 time period.
nAsterisks indicate that the maximum for the associated field has been 
exceeded.
%TIME MAINT=
Time Interval´Number o f  Trunks in Group Total Maintenance Busy Time´100
_ ______________________________________ 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
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Screen 3-23. BCMS VDN Report — Hourly
Screen 3-24. BCMS VDN Report 
— Daily
Report Headers, Abbreviations, and 
Their Definitions
This report presents header information at the top of each page. This information 
includes the command entered to generate the report, the p age number of the 
report, the title of the report, and the time and date the report was generated. If 
this is a time report and there are more than 10 time intervals, this report is 
displayed on multiple pages. A daily summary report is displayed on the last 
p a ge of the report.
VDN 
— The VDN specified with the command line.
 list bcms vdn 12345 time 8:00 12:00
BCMS VECTOR DIRECTORY NUMBER REPORT
Switch Name: Lab Model   Date: 11:05 am MON MAY 15, 1995
VDN: 12345
VDN Name: Ginsu Knives Acceptable Service Level:  17
 
AVG AVG    AVG               CALLS  % IN
CALLS   ACD    SPEED ABAND  ABAND  TALK/ CONN   FLOW BUSY/  SERV
TIME          OFFERED CALLS  ANSW  CALLS  TIME   HOLD  CALLS  OUT  DISC   LEVL
08:00-09:00 79 50 :39 5 :45 2:30 0 0 24 85*
----------- ----- ----- ----- -----  -----  ----- -----  ----  ----   ---
SUMMARY 79 50 :39 5 :45 2:30 0 0 24 85
 
list bcms vdn 12345 day 5/14
BCMS VECTOR DIRECTORY NUMBER REPORT
Switch Name: Lab Model   Date: 11:05 am MON MAY 15, 1995
VDN: 12345
VDN Name: Ginsu Knives Acceptable Service Level:  17
 
AVG AVG    AVG               CALLS  % IN
CALLS   ACD    SPEED ABAND  ABAND  TALK/ CONN   FLOW BUSY/  SERV
DAY OFFERED CALLS  ANSW  CALLS  TIME   HOLD  CALLS  OUT  DISC   LEVL
5/14/95 79 50 :39 5 :45 2:30 0 0 24 85*
----------- ----- ----- ----- -----  -----  ----- -----  ----  ----   ---
SUMMARY 79 50 :39 5 :45 2:30 0 0 24 85 
						

							Feature Descriptions
3-274Issue  3   March 1996 
VDN NAME — The name that is administered for this VDN. If no name exists, the 
VDN extension (for example, EXT 64532) is displayed.
ACCEPTABLE SERVICE LEVEL 
— The desired time to answer the VDN.  
Timing for a call b e gins when the VDN is encountered.
TIME/DAY 
— The time or day interval specified in the command line.
Time is always expressed in 24-hour format. Start and stop times are optional. 
Reports always start at the earliest time interval (either hour or half-hour). If no 
start time is given, the oldest time interval is the default. A sto p time requires an 
associated start time. If no stop time is given, the last completed time interval 
(hour or half-hour) is the d efault. If no start or stop time is given, the report 
displays data accrued for the previous 24 time intervals. If you specify ‘‘day’’ in 
the command and do not include a start day or stop day, the report displays d ata 
accrued for the previous six days and data accrued through the most recently 
completed interval (hour or half-hour).
CALLS OFFERED 
— The total number of ended calls that a c cesse d the VDN 
during the current interval. This calculation is:
ACD CALLS 
— The total number of calls to the VDN that ended in the specified 
interval and were answered b y an agent in a BCMS-measured hunt g roup. ACD 
calls include calls that reached the split via the queue-to-main, check backup, 
route-to, messaging split, or adjunct routing commands.
AVG SPEED ANS 
— The average  speed of answer for answered ACD and 
CONNect calls that have ended for this VDN during the current period. This 
includes time in vector processing, time in a split’s queue, and time ringing. This 
calculation is:
NOTE:
A completed call can span more than one time p eriod. ACD calls that are in 
process (have not terminate d) are counted in the time p eriod in which they 
terminate. For exam ple, if an ACD call begins in the 10:00 to 11:00 time 
period, but terminates in the 11:00 to 12:00 time period, the d ata for this c all 
is counted in the 11:00 to 12:00 time period.
ABAND CALLS 
— The total number of calls that have abandoned from the VDN 
before being answered or outflowed to another position during the current 
interval. This value includes calls that abandoned while in vector processing or 
CALLS OFFERED=NUM ANS+FLOW OUT+CALLS  BUSY / DISC+NUM ABAND
AVG SPEED ANS=
Total ACD Calls+Total Connect Calls Total Answer Time
_ __________________________________ 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
3-275
while ringing an agent. Calls that a bandoned immediately after the agent 
answered are recorded as NUM ANS.
AVG ABAND TIME 
— The average time calls spent waiting in this VDN before 
being abandoned by the caller during the current interval. The calculation is:
AVG TALK/HOLD TIME 
— The average  duration of calls (from answer to 
disconnect) for this VDN d uring the current interval. This includes time spent 
talking and on hold. The calculation does not include ring time at an agent’s 
voice terminal. The calculation is:
CONN CALLS 
— The number of ended calls that were route d to a station, 
attendant, or announcement, and were answered there.
FLOW OUT 
— The total number of ended  calls that were routed to another VDN 
or to a trunk, including successful lookahead attempts.
FLOW  OU T does not include calls that encounter a goto vector command.
Once a call outflows, the system does not take further measurements on the call 
for this VDN. As a result, if an outflowed call later abandons, it is not recorded in 
NUM ABAND for this VDN.
CALLS BUSY/DISC 
— The total numb er of calls that were forced busy or forced 
disconnect during the current interval. This value does not include abandoned 
calls.
% IN SERV LEVL 
— The  percentage of calls that were answered with the 
administered service level for this VDN. Calculate as the following:
where
accepted is the number of answered calls (
num ans) whose 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.
AVG ABAND TIME=
Total Number o f  Abandoned VDN CallsTotal VDN Abandon Time
_ __________________________________
AVG TALK TIME=
NUM ANS Total VDN Talk / Hold Time
_ _______________________
%IN SERV LEVL=
calls o ff ered accepted *100
_ _____________ 
						

							Feature Descriptions
3-276Issue  3   March 1996 
calls offered the total number of completed calls that accessed the VDN during 
the current interval.
This field is blank if no calls have been recorded for this time interval. This field is 
also blank if no ‘‘Acceptable Service Level’’ is administered on the VDN form.
SUMMARY 
— For those columns that specify averages, the summary is also an 
average for the entire reporting interval. For the TOTA L ATTEM PT S,  N U M  ANS , 
NUM ABAND, FLOW OUT, and  OTHER  C A LLS  c o l u m n s,  t h e  s u m m a r y i s  th e s u m  
of individual time intervals or specified d ays. 
enter command: prompt.
BCMS VDN Summary Report
This report is similar to the VDN Report except that you can specify up to 30 
extensions to include in the report. Also, this report provides one line of data for 
each VDN included in the report, and the one line includes all data for the 
specified times. If no data exists for a VDN, the VDN d oes not a p pear on the 
report.
Screen 3-25. BCMS VDN Summary Report 
— Hourly Summary
 list bcms summary vdn 12345, 13443-13448 time 8:00-12:00
BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT
Switch Name: Lab Model  Date: 11:05 am MON MAY 15, 1995
Time: 8:00-12:00
AVG AVG    AVG               CALLS  % IN
CALLS   ACD    SPEED ABAND  ABAND  TALK/ CONN   FLOW BUSY/  SERV
VDN NAME  OFFERED CALLS  ANSW  CALLS  TIME   HOLD  CALLS  OUT  DISC   LEVL
EXT 13443 0 0 :00     0    :00 :00 0     0     0    
EXT 13444 0 0 :00     0    :00    :00 0     0     0    
EXT 13445 0 0 :00     0    :00    :00 0     0     0    
EXT 13446 0 0 :00     0    :00    :00 0     0     0    
EXT 13447 0 0 :00     0    :00    :00 0     0     0    
EXT 13448   0 0 :00     0    :00    :00 0     0     0    
Ginsu Knive 79 50 :39     5    :45   2:30 0     0    24 85*
----------- ----- ----- ----- ----  -----  ----- -----  ----  ---- ---
SUMMARY 79 50 :39     5    :45   2:30 0     0    24 85