ATT DEFINITY Communications System Generic 3 Instructions Manual

							Basic Call Management System (BCMS)
Issue  3   March 1996
3-277
Screen 3-26. BCMS VDN Summary Report — Daily Summary
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.
 
 list bcms summary vdn 12345 day 5/14
BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT
Switch Name: Lab Model  Date: 11:05 am MON MAY 15, 1995
Day: 5/14/95
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
Ginsu Knives 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
3-278Issue  3   March 1996 
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).
VDN NAME 
— The name that is administered for this VDN. If no name exists, the 
VDN extension (for example, EXT 64532) is displayed.
CALLS OFFERED 
— The total number of completed calls that accessed the 
VDN during the current interval. This calculation is:
where OTHE R CA LLS  are calls classified as forced busy or forced disconnect.
ACD CALLS 
— The total number of calls to the VDN that ended in the specified 
interval and were answered b y an agent as a result of a queue to main or check 
backup split step.
AVG SPEED ANS 
— The average time that calls spend in a ve ctor before being 
connected as an ACD call to an agent (for example, via a queue to the main sp lit 
or check backup step) during the current interval. This includes queue time and 
time ringing at an agent’s station. This calculation is:
NOTE:
A completed call may span more than one time p eriod. ACD calls that are 
in process (have not terminated) are counted in the time period in which 
they terminate. For example, 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 data for 
this call 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 
while ringing an agent. Calls that a bandoned immediately after the agent 
answered are recorded as NUM ANS.
CALLS OFFERED=NUM ANS+FLOW OUT+OTHER CALLS+NUM ABAND
AVG TIME TO CONNECT=
NUM ANS Total Time Calls spend in VDN be f ore being answered
_ _______________________________________________ 
						

							Basic Call Management System (BCMS)
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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 c alls that were route d to a station, attendant, or 
announcement, and were answered there.
FLOW OUT 
— The total number of calls that were route d to another VDN or to a 
trunk.
FLOW  OU T does not include calls that encounter a goto vector command or 
calls that forward to another extension (which are tracked as CONNected 
CALLS).
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 b e 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
3-280Issue  3   March 1996 
calls offered the total number of completed calls that accessed the VDN during 
the current interval.
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.
Considerations
BCMS provides a set of internal switch measurement reports for telemarketing 
centers or customer service centers. These reports can help in managing ACD 
splits (hunt groups) without the need for an adjunct CMS.
The maximum number of measured agents for the BCMS feature is limited to 200 
(Generic 3). An a gent can be a member of up to three splits, but is treate d as a 
single agent. An agent can be assigned to as many splits as you like, but the 
agent can only log into three splits at most.
The maximum number of CMS measured agents (both basic and adjunct) is 
restricted to 400. Agents in multiple splits are counted as one for each split that 
he or she is assigned.
The maximum number of internally measured trunk groups is limited to 32 
(Generic 3). 
The maximum number of internally measured sp lits is limited to 99 (Generic 3). If 
a split is assigned more than 200 a gents in Generic 3, it cannot be measured 
internally.
A maximum of 25 time intervals are allocated for storing data. A time interval can 
be either a one-hour or a one-half hour interval.
A maximum of seven summary days is stored for each historical report.
The maximum number of internally measured trunk group members is limited to 
400.
The a d dition of an EPN can affect the operation of the measurements only when 
the EPN is unavailable. Any resource that resides in the EPN cabinet is not 
available for use or for measurement data. If a remote Management Terminal 
connected to the EPN and the fiber link goes down, the Management Terminal 
session is dropped and the login prompt appears.
Interactions
The following features interact with the BCMS feature: 
						

							Basic Call Management System (BCMS)
Issue  3   March 1996
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nCall Coverage
Calls extended to a BCMS measured split as a c overage point are treated 
like new incoming calls to that split. These calls increment the FLOW IN 
field on the BCMS Split report, provided they were covered from the 
queue of another BCMS measured split. Calls successfully going to a 
coverage point from a BCMS measured sp lit are included in the FLOW 
OUT field on the BCMS Split report. Again, those calls must have first 
been in queue for the split. Calls that cover due to the split queue being 
ful l d o  not  c a u se  t he FLOW  OUT  field to be incremented
nCall Forwarding
Calls forwarded to a BCMS measured split from an extension are treated 
like new incoming calls to that split. INFLOW and OUTFLOW  counts are 
not affected.
If a split’s calls are forwarded, inflow and outflow a p ply. An agent’s call 
forward ing does not forward ACD calls.
nCall Pickup
Calls answered using the call pic kup feature are treated as non-ACD calls 
(EXT N I N )  f o r  the a gent picking up the call. ACD calls that are picked up 
for a BCMS measured agent are included in the FLOW OUT column on the 
BCMS Split  report.
nCall Vectorin g
With Call Vectoring, calls can be queued to up to three splits. ACD call 
count are pegged to the answering split. Abandoned calls, outflows, and 
disconnects are credited to the first (primary) split. If a call that is queued 
for three splits is answered by the second or third  split, BCMS records an 
outflow for the primary sp lit, b oth an answer and inflow for the answering 
split, and nothing for the other split (the split that is neither the answering 
split nor the primary sp lit).
nConference/Transfer
When an agent conferences or transfers an ACD call, the agent is credited 
with an ACD call and an ExtnOut call.
nEA S
BCMS does not use LoginIDs. Tracking for agents is done strictly on 
physical extensions. Therefore if multiple agents use a single phone 
(different shifts) the d ata is combined for these agents and accessed via 
an extension number.
nHunt Groups
The BCMS measurements are not determined in the same way as hunt 
group measurements although some of the information is similar. 
Therefore, the two reports may represent the data differently. 
						

							Feature Descriptions
3-282Issue  3   March 1996 
nMove Ag ents From CMS
If agents are moved from one split to another split by the CMS adjunct, 
measurements are sto p pe d for the agent’s “ from” split and started for the 
agent’s “to” split. Generic 3 denies agent move requests when agents are 
logg e d in (staffed). This  denial is important since it eliminates 
measurement complications associated with move requests when the 
agent is on an ACD call. Move requests are also denied if the agent is 
being moved  into an unmeasured  sp lit.
If the adjunct CMS attempts to move an agent that is not being measured 
by BCMS into a sp lit that is being measured by BCMS, and the move 
would exceed the maximum of 30 measured agents, the switch rejects the 
move. Otherwise, internal BCMS measurements are started for the agent. 
If the adjunct CMS moves an a gent from a split that is measured by BCMS 
to a split that is not BCMS measured, internal measurements for the agent 
are sto p pe d.
nNight Service
When night service is activated for a split, new calls go to an alternate 
destination. The sp lit in night servic e  does not consider these calls to be 
OUTF LOW . Th e calls are treated as new incoming calls if the destination is 
a measured split (that is, they are not considered INFLOW).
nSystem Measurements
DEFI NI TY Com munications System Generic 3 can have BCMS reports, 
adjunct CMS reports, and switch traffic measurements simultaneously.
The BCMS measurements are not determined in the same way as trunk 
group measurements although some of the information is similar. 
Therefore, the two reports may represent data differently.
Administration
The BCMS is a dministered by the System Ad ministrator. The following items 
require administration:
nCommunication Interfaces
If the link to the adjunct CMS has b een administered, CMS measurements 
must be busied-out (busyout sp-link command) in ord er to 
a d d/remove adjunct CMS and BCMS measured agents or trunks to the 
switch. When the “busyout” has been released, adjunct CMS checks for 
translation changes and, if they exist, the c urrent d atabase is u pd ated and 
measurements are restarted.
If the link has not been administered (BCMS measurements only), the 
busyout sp-link command is not required to change translation data.
nHunt Group and Trunk Group
The measured field on the Hunt Group and Trunk Group forms should be 
administered as one of the following: 
						

							Basic Call Management System (BCMS)
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— internal—Measured by BCMS only
— external—Measured by CMS adjunct only
— both—Measured by both BCMS and the adjunct CMS
— none—Not measured (default)
If BCMS has not been administered in customer options, neither “internal” 
not “both” is allowed. If the split or trunk group is measured by BCMS only, 
the busyout sp-link command is not required to make changes. 
Measurements can be turned off for a split while a gents are logged in, but 
agents must be logged off to start measurements.
nSystem Ad ministration
The BCMS field  must be set to 
y by an authorized AT&T employee.
nSystem-Parameters
The following items require administration:
— Measurement interval—Specifies what time interval is used for 
polling and reporting measurement data. The time c an b e specified 
by hour or half-hour intervals with “hour” as the default. There is a 
maximum of 25 time slots available for measurement intervals. If 
hourly is specified, an entire day of traffic information is available 
for history reports; otherwise, only half a day is available. This does 
not affect daily summaries as they always reflect traffic information 
for the entire day. The interval may be changed anytime, but does 
not go into effect until the top of the hour.
— Printer information for the system  printer—This includes the printer 
extension, EIA device b it rate, and lines per page.
Hardware and Software Requirements
No a d ditional hardware is required to support the BCMS feature. However, a 
customer may decide to use an asynchronous system printer to o btain hard 
copies of BCMS history reports. The  system printer can be interfaced to the 
switch through the EIA  port on the processor board or through any of the 
alternate data interfaces such as PDMs connected to a digital port, or ADUs 
connected to a data line circuit port.
BCMS software is required. 
						

							Feature Descriptions
3-284Issue  3   March 1996 
Bridged Call Appearance—
Multi-Appearance Voice Terminal
Feature Availability
Brid g ed Call Ap pearance—Multi-Ap pearance Voice Terminal is available with all 
Generic 3 releases. Bridging enhancements available only with G3V4 and later 
releases are identified throughout this feature description.
Description
The appearance of a voice terminal’s primary extension number at another voice 
terminal is called a bridged call a p pearance. To set up a bridged call 
appearance, the primary extension and the button numb er associated with it is 
administered on any two-lamp button on the bridging station voice terminal.
The Brid g ed Call Ap pearance feature is used by lifting the handset and p ressing 
the Bridged Ap pearance  button. The user is then bridged onto the other voice 
terminal’s primary extension numb er and can handle calls on that extension 
number. The  bridged appearance can be used to originate calls from, and 
answer calls to, the other voice terminal’s primary extension number. The user 
can also bridge onto an existing call to or from the other voice terminal.
An incoming call rings the primary extension number’s voice terminal and all 
voice terminals that have a brid g ed call appearance of the voice terminal’s 
primary extension number. Each voice terminal is visually alerted for all bridged 
appearances on the voice terminal, but has the option of aud i ble ringing.
NOTE:
See the Ringing — Abbreviated and Delayed feature for other bridged 
appearance alerting option.
A b rid ged call appearance can be assigned to any two-lamp button. It does not 
require the use of a regular call appearance. A bridged call appearance can b e 
used just like a regular call a p pearance for most features. For example, the 
Conference, Transfer, Hold, Drop, and Priority Calling features can be used from 
a bridged appearance, just as they would be used from a regular call 
appearance.
G3V4 and later releases allow for the administration of a voice terminal with zero 
call appearances of its primary extension. In this way, a voice terminal can be 
administered to have only bridged appearances. 
						

							Brid ged Call Ap pearance— Multi-Ap pearance Voice 
Terminal
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Extension Administrable Buttons and Lamps
With G3V4 and later releases, the Message lamp and certain feature buttons can 
be  administered to apply to a sp ecified extension rather than the extension of the 
terminal they reside on.
nThe Mess a ge lamp  can be administered to light when messages are 
waiting for the extension specified on the station form. In this way, the 
bridged user’s terminal can be set u p to indicate when messages are 
waiting for the primary extension.
nThe Call Forwarding All Calls and Call Forwarding Busy/Don’t Answer 
buttons can be administered to activate call forwarding for any extension 
that is on the voice terminal even if this extension is a bridged 
appearance. In addition, the lamp  associated with the call forwarding 
button can be administered to track the call forwarding status of any 
extension. In this way, a bridged user cannot only activate or deactivate 
call forwarding for all p rimary and b rid ged appearances of the extension 
from the b rid ged a p pearance terminal, but the bridged appearance 
terminal will show the call forwarding status of the specified extension.
nThe Send  All Calls button can be administered to activate Send All Calls 
for any administered extension. In ad dition, the lamp associated with Send 
All Calls tracks the status of the administered extension. In this way, a 
bridged user can activate Send All  Calls for the primary extension user.
Sample Applications
The Brid ged Call Ap pearance feature allows calls to b e handled from more than 
one voice terminal. Some practical uses of this c a pability are as follows:
nA secretary making or answering calls on an executive’s primary 
extension
These calls can be placed on hold for later retrieval by the executive, or 
the executive can simply bridge onto the call. In all cases, the executive 
handles the c all as if he or she had placed or answered the call. It is never 
necessary to transfer the call to the executive.
nA secretary taking c are of details for an executive who is already active on 
a call
A secretary can bridge onto an active call and take down information su ch 
as an address or telephone number.
nVisitor telephones
An executive may have another voice terminal in his or her office that is to 
be used b y visitors. It may be desirable that the visitor be able to bridge 
onto a call which is active on the executive’s primary extension number. A 
bridged call a p pearance makes this possible. 
						

							Feature Descriptions
3-286Issue  3   March 1996 
nService environments
It may be necessary that several people be able to handle calls to a 
particular extension number. For example, several users may be required 
to answer calls to a hot line numb er in a ddition to their normal functions. 
Each user may also b e required to bridge onto existing hot line calls. A 
bridged call a p pearance provides this capability.
nA user frequently using voice terminals in different locations
A user may not  spend all of his or her time in the same place. For this typ e 
of user, it is convenient to have his or her extension number bridged at 
several different voice terminals.
nExecutive suite environments
With G3V4 and later releases, terminals can be administered with zero call 
appearances of their primary extension number. When this feature is 
combined with extension a dministrable buttons and lamps, it is possible to 
administer several nearly identical phones for one office suite. The user 
can then operate his or her voice terminal the same way regardless of 
which voice terminal is being used.
Security
G3V4 and later releases provide a system option that prohibits bridged terminals 
from bridging on to a call when the call has Data Priva cy or Data Restriction 
enabled.
Considerations
A voice terminal’s primary extension number can have an appearance on up to 
seven (15 for G3r) other voice terminals. The numb er of bridged call 
appearances allowed at each voice terminal is limite d only b y the number of 
two-lamp buttons available on the voice terminal.
Up to six parties can be off-hook and involved in a conversation on a bridged 
appearance of an extension.
It is recommended that a bridging voice terminal have a bridged call 
appearance corresponding to each call appearance of the primary extension 
number at the bridged voice terminal. For examp le, if a primary voice terminal 
has three call appearances, then a bridging voice terminal should have three 
bridged call a p pearances of that primary extension. This allows users to refer to 
the individual call appearances when talking about a specific call.
Bridged call appearances may result in the reduction of available feature 
buttons, thereby reducing a user’s capabilities. A Call Coverage module or 
expansion module can be used to provide up to 20 bridged call appearances.