Lucent Technologies Definity Release 7 Basic Call Management System Operations Manual

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-35 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
nDetermine the desired grade of service (the blocking probability). The 
blocking probability for each split is defined as the ratio of blocked calls to 
the total number of incoming calls.
nIn the column corresponding to the desired grade of service, (for 
example, 1 percent blocking probability) choose the nearest higher carried 
load. The number of trunks required is then read from the left-most column.
NOTE:
The entries in Table 6-12 are offered loads in Erlangs.
Example 4:
An insurance agency has an ACD that queues calls incoming from the public 
switched network. The agency knows that the average caller spends 30 seconds 
on hold (in queue), and requires 6 minutes and 20 seconds to service. The 
busy-hour call arrival rate is 70 per hour. How many trunks does the agency need 
to provide a service level of 99 percent (1 percent blocking probability)?
The average call duration is:
Therefore, the carried load in Erlangs is:
Under the 1 percent column, you will find that 14 trunks can service a carried load 
of 7.278 Erlangs while 16 trunks can service 8.786 Erlangs. Interpolate as follows:
Therefore, the agency will need 15 trunks to satisfy its customers.
average call duration
=30
+380
=410seconds or0. 11389hours
carried load=0. 11389´70=7. 972
y=number o f  trunks
y=y0+(y1-y0)
x1-x0
x-x0_
  _______
y=14+( 16-14 )
8. 786-7. 278 7. 972-7. 278
_____________
y=14+( 2´0. 460 )
y=14. 92 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-36 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
Table 6-12. ACD Trunk Engineering 
Blocking Probability
trunks 0.01% 0.02% 0.05% 0.10% 0.20% 0.50% 1.00% 2.00% 5.00%
1 0.0002 0.0003 0.0006 0.0011 0.0021 0.0050 0.0100 0.0200 0.0500
2 0.0142 0.0202 0.0321 0.0457 0.0652 0.1049 0.1511 0.2190 0.3622
3 0.0868 0.1102 0.1516 0.1936 0.2482 0.3473 0.4509 0.5902 0.8544
4 0.2347 0.2824 0.3622 0.4388 0.5340 0.6977 0.8607 1.070 1.448
5 0.4519 0.5269 0.6482 0.7614 0.8981 1.126 1.347 1.624 2.108
6 0.7282 0.8314 0.9952 1.145 1.323 1.614 1.890 2.230 2.812
7 1.054 1.186 1.392 1.577 1.795 2.147 2.476 2.877 3.551
8 1.422 1.582 1.829 2.049 2.306 2.716 3.096 3.555 4.316
9 1.825 2.013 2.300 2.555 2.849 3.316 3.745 4.258 5.102
10 2.260 2.474 2.801 3.089 3.420 3.941 4.417 4.982 5.905
12 3.207 3.473 3.876 4.227 4.628 5.253 5.817 6.482 7.553
14 4.238 4.555 5.030 5.441 5.907 6.630 7.278 8.036 9.243
16 5.338 5.703 6.246 6.715 7.244 8.059 8.786 9.632 10.97
18 6.495 6.905 7.515 8.038 8.626 9.530 10.33 11.26 12.72
20 7.700 8.154 8.827 9.402 10.05 11.04 11.91 12.92 14.49
25 10.88 11.44 12.26 12.96 13.74 14.92 15.96 17.15 18.99
30 14.24 14.90 15.86 16.67 17.57 18.94 20.13 21.49 23.56
35 17.75 18.49 19.58 20.50 21.52 23.05 24.39 25.91 28.19
40 21.37 22.19 23.40 24.42 25.55 27.24 28.72 30.38 32.87
45 25.08 25.98 27.31 28.42 29.65 31.50 33.10 34.89 37.57
50 28.86 29.85 31.28 32.48 33.81 35.80 37.52 39.45 42.31
60 36.62 37.75 39.38 40.75 42.27 44.53 46.48 48.65 51.84
70 44.57 45.83 47.66 49.19 50.88 53.39 55.55 57.95 61.43
80 52.68 54.07 56.07 57.75 59.60 62.35 64.71 67.31 71.08
90 60.92 62.42 64.60 66.42 68.42 71.40 73.94 76.74 80.76
100 69.26 70.87 73.21 75.17 77.31 80.51 83.22 86.21 90.48
125 90.47 92.35 95.07 97.33 99.82 103.5 106.6 110.1 114.9
150 112.1 114.2 117.3 119.8 122.6 126.8 130.3 134.1 139.4
175 134.0 136.3 139.7 142.5 145.6 150.2 154.0 158.2 163.9
Continued on next page 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-37 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6
200 156.2 158.7 162.4 165.5 168.8 173.8 177.9 182.4 188.6
225 178.5 181.3 185.2 188.5 192.1 197.5 201.9 206.7 213.3
250 201.0 203.9 208.2 211.7 215.6 221.3 226.0 231.1 238.0
275 223.7 226.8 231.3 235.0 239.1 245.1 250.2 255.5 262.7
300 246.4 249.7 254.4 258.4 262.7 269.1 274.4 280.0 287.5
400 338.4 342.3 347.9 352.6 357.8 365.3 371.6 378.2 386.7
500 431.4 435.9 442.3 447.7 453.6 462.2 469.3 476.7 486.2
600 525.1 530.1 537.3 543.4 549.9 559.5 567.3 575.5 585.7
700 619.4 624.9 632.8 639.4 646.6 657.1 665.6 674.5 685.4
800 714.2 720.1 728.7 735.8 743.6 754.9 764.1 773.5 785.1
900 809.3 815.7 824.9 832.5 840.8 852.9 862.7 872.7 884.8
1000 904.7 911.5 921.3 929.4 938.2 951.1 961.5 972.0 984.6
1100 1000 1008 1018 1026 1036 1049 1060 1071 1084
1200 1096 1104 1115 1124 1134 1148 1159 1171 1184
1300 1192 1200 1212 1221 1231 1246 1258 1270 1284
1400 1289 1297 1309 1319 1329 1345 1357 1370 1384
1500 1385 1394 1406 1416 1427 1444 1456 1469 1484
1600 1482 1490 1503 1514 1526 1542 1556 1569 1584
1700 1578 1587 1601 1612 1624 1641 1655 1668 1684
Table 6-12. ACD Trunk Engineering  — Continued
Blocking Probability
trunks 0.01% 0.02% 0.05% 0.10% 0.20% 0.50% 1.00% 2.00% 5.00%
Continued on next page 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Use of BCMS Reports for ACD Planning 
6-38 Engineering ACD Applications with Data Obtained from the BCMS Reports 
6 
						

							BCMS/CentreVu CMS Report Heading Comparison 
A-1 Summary of Differences 
A
DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
A
BCMS/CentreVu CMS Report
Heading Comparison
The following is a comparison of reports and report headings for BCMS and 
CentreVu Call Management System (CMS). The attachments detail each column 
from each BCMS report, its corresponding column from a standard 
CentreVu 
CMS report (or a database item in the 
CentreVu CMS database or a calculation, if 
no corresponding column appears in a standard 
CentreVu CMS report) and 
present notes on any differences between the two.
NOTE:
CentreVu CMS is not supported on the DEFINITY BCS or GuestWorks 
offers.
Summary of Differences
The following are the primary differences between the BCMS report items and 
those in 
CentreVu CMS:
1. Names of measured entities on the switch are limited to 27 characters. On 
CentreVu CMS, they are limited to 20 characters. (Note that both systems 
may truncate names to fit on some reports.)
2. Almost all database items in 
CentreVu CMS are call-based rather than 
interval-based. This means that almost all data for a call is recorded in the 
interval in which the call and any associated after call work completed. In 
BCMS, most items are recorded when the call itself completes (not 
following after call work), except for transfers, which are recorded when the 
transfer takes place, i.e., when the agent pushes the transfer button for the 
second time. In fact, half of the call ends with the transfer and is recorded 
at that point (since one of the facilities goes away on a transfer). 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS/CentreVu CMS Report Heading Comparison 
A-2 Summary of Differences 
A
3.The system supports “ring” state when reporting on ACD calls to the 
CentreVu CMS. CentreVu CMS tracks the time that calls spend ringing and 
will show an agent with a call ringing as being in the “ring” state, on 
real-time reports. BCMS receives notification when a call is ringing at the 
agent’s terminal and puts the agent into the “Other” state in real-time 
reports. It does not have a “ring” state nor does it explicitly track the time 
calls spend ringing at agents’ terminals.
4.
CentreVu CMS collects both interval-based and call-based after call work 
time. The interval-based ACW time includes any time in ACW not 
associated with a call (The agent pushed the ACW button while not on an 
ACD call.), as well as call-related ACW time. The call-based ACW time 
includes only ACW time associated with a call. 
CentreVu CMS agent 
reports that show the time agents spent in the various work states display 
interval-based ACW time. 
CentreVu CMS split and VDN reports that show 
average after call work time use the call-based ACW time to calculate the 
average.
BCMS historical reports display the equivalent of interval-based ACW time, 
i.e., the ACW time reported includes both call-related and non-call related 
ACW time. The “monitor system” (BCMS System Status) report displays 
only call-related ACW time.
5. The BCMS real-time agent report shows the 
clock time at which the agent 
entered the current work state. 
CentreVu CMS real-time agent reports 
show the 
elapsed time the agent has spent in the current work state.
6.
CentreVu CMS does not include direct agent ACD calls with split ACD calls 
on split reports. BCMS does include direct agent ACD calls in ACD CALLS 
on split reports.
7.
CentreVu CMS records dequeues for calls that dequeue from non-primary 
splits in a VDN. BCMS does not display a count of dequeued calls in any 
reports, however dequeued calls do count as calls offered to the split and 
thus have an effect on the percent within service level calculation for the 
split.
8. BCMS reports hold time only for ACD calls. 
CentreVu CMS reports hold 
time for ACD calls on split reports, but reports hold time for ACD and 
extension calls in agent reports.
NOTE:
If you are viewing CMS reports using CentreVu Supervisor, the report 
headings may be slightly different. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS/CentreVu CMS Report Heading Comparison 
A-3 Summary of Differences 
A
Table A-1. BCMS Agent Status (Real-Time) Report 
BCMS 
Column Description CMS ReportCMS Column/DB 
Item CMS Notes
Split Split number Split Status Split name or number
Split Name Split name Split Status Split name or number
Calls Waiting ACD/DA calls 
waitingSplit Status Calls Waiting ACD calls only
Oldest Call time oldest 
ACD/DA call 
waitedSplit Status Oldest Call Waiting time oldest ACD call 
waited
Staffed agts logged into 
splitSplit Report Agents Staffed
Avail agts available in 
splitSplit Report Agents Available
ACD agts on ACD/DA 
calls for splitSplit Report Agents ACD Calls ACD calls only
ACW agts in ACW for 
ACD/DA callsSplit Report Agents After Call 
Work
AUX agts in AUX for 
splitSplit Report Agents Aux Work
Extn agents on extn 
calls; these 
agents are also 
counted in ACW 
and AUXONACWIN 
+ONAUXIN 
+ONACWOUT 
+ONAUXOUTNot on std
 CentreVu 
CMS
 RT reports
Other agts on ACD or in 
ACW for another 
split, with calls 
ringing or calls on 
holdSplit Report Agents Other includes agents on DA 
calls
AGENT name or extn Agent Report Agent Name
LOGIN ID agent login ID Agent Report Login ID
EXT agent extension Agent Report Extn
STATE Avail, ACD, ACW, 
AUX, Ext In, Ext 
Out, Other,INITAgent Report State CMS states: AVAIL, 
ACDIN,ACDOUT, 
ACW,ACWIN, 
ACWOUT,AUX, 
AUXIN,AUXOUT, 
DACD,DACW,RING, 
UNKNOWN,OTHER
Continued on next page 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS/CentreVu CMS Report Heading Comparison 
A-4 Summary of Differences 
A
TIME clock time agent 
entered stateAgent Report Time elapsed time in state
ACD CALLS number in/out 
ACD + DA calls 
completedACDCALLS + 
DA-ACD CALLSNot on standard
 
CentreVu CMS
 RT 
reports
EXT IN 
CALLSextension in calls 
completedACWINCALLS+ 
AUXINCALLSNot on standard
 
CentreVu CMS
 RT 
reports
EXT OUT 
CALLSextension out 
calls completedACWOUTCALLS+ 
AUXOUTCALLSNot on standard
 
CentreVu CMS
 RT 
reports
Table A-1. BCMS Agent Status (Real-Time) Report  — Continued
BCMS 
Column Description CMS ReportCMS Column/DB 
Item CMS Notes
Continued on next page 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS/CentreVu CMS Report Heading Comparison 
A-5 Summary of Differences 
A
Table A-2. BCMS System Status (real-time) Report/CentreVu CMS Real-time Split 
Report
BCMS Column DescriptionCMS Column/DB 
Item CMS Notes
SPLIT Split name or ext Split
CALLS WAIT ACD and DA calls 
waitingCalls Waiting ACD calls only
OLDEST CALL time oldest ACD/DA 
call has waitedOldest Call Waiting ACD calls only
AVG SPEED ANS avg speed of ans for 
ACD/DA callsAvg Speed of Answer ACD calls only
AVAIL AGENT avail agts Agents Available
ABAND CALLS ACD/DA calls 
abandoned from 
queue or ringingAbandoned Calls ACD calls only
AVG ABAND TIME avg time for ACD/DA 
calls to abandonAvg Time to Abandon ACD calls only
ACD CALLS ACD/DA calls 
completedSplit ACD Calls ACD calls only
AVG TALK TIME avg talk time for 
ACD/DA callsAvg Split ACD Talk 
TimeACD calls only
AVG AFTER CALL avg ACW time for 
ACD/DA calls for 
call-related ACWNot on standard
 
CentreVu CMS
 RT 
reports
% IN SERV LEVL % calls answered 
within service level%Within Service 
Levelon Queue/Agent 
Summary and Call 
Profile repts 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS/CentreVu CMS Report Heading Comparison 
A-6 Summary of Differences 
A
Table A-3.  BCMS VDN Status Report / CentreVu CMS VDN Report
BCMS Column Description CMS Column/DB Item CMS Notes
VDN NAME VDN name or extension VDN name or number
CALLS WAIT calls waiting in VDN Calls Wait
OLDEST CALL time oldest call has 
waitedOldest Call
ACD CALLS completed ACD/DA calls ACD Calls
AVG SPEED ANS avg speed of answer for 
ACD and connect callsAvg Speed Answer
ABAND CALLS VDN calls that 
abandonedCalls Aban
AVG ABAND TIME avg time for VDN calls to 
abandonAban Time
AVG TALK/HOLD avg time ACD caller 
spent talking and on holdAvg ACD Talk CMS number does 
not contain hold time
CONN CALLS calls routed to station, 
attendant or annc and 
answered thereCONNECTCALLS not on standard
 
CentreVu CMS
 RT 
report
FLOW OUT calls routed to another 
VDN or to a trunkVDN Flow Out
CALLS 
BUSY/DISCcalls that executed busy 
or disconnect stepBusy/Disc
% IN SERV LEVL % ACD and connect calls 
answered within service 
level% Within Service Level on VDN Call Profile 
rept