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
About this Book 
xi Where to find related documents 
Where to find related documents
See Appendix B, ‘‘References’’, for a detailed list of documents related to 
DEFINITY ECS. Use these documents to help administer, maintain, and operate 
the system.
With each system that is shipped from the factory, you will receive a compact disc 
(CD-ROM) that contains most of the supporting documents listed in Appendix B, 
‘‘References’’. These documents can be viewed and printed from a personal 
computer. The order number for the CD-ROM is 555-230-833.
How to order related documents
To obtain support documentation, contact:
BCS Publications Center
PO Box 4100
Crawfordsville, Indiana 47933-3126
U. S. A.
In North America: Outside of North America:
1-800-457-1235 or 1-317-322-6791 +1-317-361-5353
FAX 1-800-457-1764 or 1-317-322-6849 FAX +1-317-364-5355 
How to comment on this document
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If the reader comment form is missing, FAX your comments to +1-303-538-1741, 
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DEFINITY ECS R7 BCMS 
Operations
, (555-230-706, Issue 2). 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
About this Book 
xii How to comment on this document  
						

							BCMS Description 
1-1 Overview 
1
DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
1
BCMS Description
Overview
BCMS helps you monitor the operations of your ACD application. BCMS collects 
data regarding the calls on the switch and organizes the data into reports that help 
you manage ACD facilities and personnel. The BCMS reports allow you to 
manage the hourly and/or daily operations of the ACD by:
nMonitoring trunk group usage
nMonitoring the calling volume for each split
nMonitoring VDNs
nMonitoring the work load of each agent
nComparing agents’ performances.
These reports can be displayed on a video display terminal in real time, printed 
immediately, scheduled to print at a later time, or scheduled to print periodically at 
times you specify.
NOTE:
All references to splits in this book also apply to skills as used with the 
Expert Agent Selection (EAS) feature. However, Offer Category B products 
DEFINITY BCS and GuestWorks do not support the EAS feature. Therefore, 
if you are using the BCMS feature with DEFINITY BCS or GuestWorks, only 
use the term “splits” to define agent groups. See ‘‘Interactions’’ on Page 1-7
 
for more information. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Description 
1-2 BCMS Reports 
1
BCMS Reports
The BCMS feature provides the following reports:
1. Real-time reports that present data on:
nAll splits, on a system basis, that are administered for internal 
measurements or for both internal and external adjunct 
measurement
NOTE:
DEFINITY BCS and GuestWorks does not support an external 
adjunct (for example, 
CentreVu® Call Managmenet System).
nIndividual splits and the agents staffing them that have been 
administered for internal or both measurements
nVDNs that are administered for internal measurement or for both 
internal and external measurement.
2. Historical reports that present historical information and can be printed 
immediately or scheduled for subsequent printing. These reports present 
data on:
nIndividual agents or a group of agents, based on the time of day
nIndividual agents or a group of agents, based on the day of the week
nIndividual splits or a group of splits, based on the time of day
nIndividual splits or a group of splits, based on the day of the week
nIndividual trunk groups or a group of trunk groups, based on the time 
of day
nIndividual trunk groups or a group of trunk groups, based on the day 
of the week
nIndividual Vector Directory Numbers (VDNs) based on the time of 
day
nIndividual VDNs based on the day of the week.
NOTE:
Agents can be measured by their physical extension (that is, the phone 
extension they use), or they can be measured by their Login IDs when either 
EAS or BCMS/VuStats Login IDs is optioned (EAS, VuStats, and Login IDs 
are not supported with DEFINITY BCS and GuestWorks).
Chapter 4, ‘‘BCMS Report Reference’’
 describes each BCMS report in detail while 
Chapter 6, ‘‘Use of BCMS Reports for ACD Planning’’
 describes how to plan and 
maintain an ACD based on the information provided by these reports. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Description 
1-3 Printing and Storing Reports 
1
Printing and Storing Reports
The BCMS reports may be displayed on the Management Terminal or printed on 
its associated printer. The reports also can be scheduled to print at a later time 
with the Report Scheduler.
As an option, a personal computer (PC) or host computer may be used to store 
the reports and provide additional data manipulation capabilities.
NOTE:
The BCMS software resides completely on the switch and does not include 
any special software or unique communications protocol for the PC/host 
computer application. Although Lucent Technologies does propose the use 
of a PC to collect, store, and print the reports, Lucent Technologies does not 
recommend an applications software package for the PC. Since Lucent 
Technologies does not install, administer, or control the PC application, 
Lucent Technologies does not guarantee correct operation of this 
arrangement. Customers using a PC to collect report data will need the 
following report output information for each report:
1. Begin with one-half page of line feeds.
2. Print a four-line banner containing the following information:
nPrint job ID
nCommand
nTime of day
nUser.
3. Provide a form feed.
4. Begin report data using 80 characters per line. Use spaces where there are 
no data, and a newline character at the end of each line.
5. Provide a form feed after each page of data. (The page length is defined in 
system parameters.)
6. Provide a form feed when the report is finished printing.
BCMS data is stored in volatile switch memory; it cannot be saved to or retrieved 
from tape. The switch preserves historical data if a Reset System 1, Reset 
System 2, or Reset System Interchange (in a duplicated system) occurs. 
Real-time data is preserved if a Reset System 1 or Reset System Interchange 
occurs.
The switch loses all data (historical and real-time) during software upgrades. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Description 
1-4 Acceptable Service Level 
1
Acceptable Service Level
Before using BCMS, you should understand the concept of Acceptable Service 
Level and then set the acceptable service level field on various forms.
NOTE:
Acceptable Service Level is not supported on the DEFINITY BCS and 
GuestWorks offers.
Acceptable Service Level is the desired time for an agent to answer a call 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 
BCMS/VuStats Service Level? customer option has been set to 
y and if the hunt 
group or VDN is measured by BCMS.
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:
where
accepted — Is the number of calls answered for which the queue time was less 
than or equal to the administered service level for the split.
dequeued — Is the number of calls that encountered the split’s queue, but 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 time to 
answer 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. % IN SERV LEVLaccepted * 100
ACDcalls + abandons + outflows + dequeued ------------------------------------------------------------------------------------------------------------------------ =
% IN SERV LEVLaccepted * 100
calls offered ---------------------------------------- = 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Description 
1-5 Acceptable Service Level 
1
calls offered — Is the total number of completed calls that accessed the VDN 
during the current interval.
Acceptable Service Level Administration
The Acceptable Service Level is administered on the System-Parameters 
Customer-Options, VDN, and Hunt Group forms. On the System-Parameters 
Customer-Options form (only changeable by a Lucent Technologies technician), 
verify that the field BCMS/VuStats Service Level? is set to y.
On the Hunt Group Form, set the Acceptable Service Level field to a 
number between 0 and 9999 seconds. Set the Measured field to either internal 
or both.
On the Vector Directory Number form, set the Acceptable Service Level field to a 
number between 0 and 9999 seconds. Set the Measured field to either internal 
or both.
NOTE:
The column % IN SERV LEVL on a report will be blank if:
nThe BCMS/VuStats Service Level? field on the Customer Options form is 
set to n.
nNo service level is defined for the split or VDN (it cannot be set if BCMS 
Service Level is set to n).
nNo call ended in the interval. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Description 
1-6 System Capacities 
1
System Capacities
The following tables illustrates the feature capacities for BCMS and ACD based 
on the different switch types and different offer categories. If the capacity differs 
between Category A and B, the values in the table are shown as A/B. For 
example, the BCMS capacity for Measured splits on an R7csi Category A system 
is 99, but the capacity is only 5 for a Category B system.
Maintenance commands and BCMS monitoring sessions compete for the same 
access resources: in fact, DEFINITY counts the monitoring session as a 
maintenance command. So, for example, you cannot execute a maintenance 
command and run a monitoring session simultaneously on a G3si. (The limit for 
active maintenance commands is higher on the G3r because this model reserves 
two command slots for the Initialization and Administraiton System [INADS] and 
System Access Terminal [SAT] logins.)
Table 1-1. BCMS Feature Capacities
ItemDEFINITY 
ECS 
R6vs/csi/siDEFINITY 
ECS
R6rDEFINITY 
ECS 
R7csi/siDEFINITY 
ECS
R7r
(BCS/GuestWorks
Issue 4)(BCS/GuestWorks
Issue 5)
Maximum active maintenance 
commands for the system15 1 5
Maximum agents displayed by 
monitor BCMS split command
1
1. The Monitor Split command only displays status for the first 100 agents logged into the split 
regardless of how many additional agents log into the split.
100 100 100 100
Maximum BCMS terminals 3 4 3 4
Maximum simultaneous BCMS 
terminals in monitor mode13 1 3
Measured agents or login IDs 400/20 2000/20 400/25 2000/25
Measured agents per split 200/20 999/20 200/25 999/25
Measured splits 99/5 600/5 99/5 600/5
Measured trunk groups 32 32 32 32
Measured VDNs 99/4 512/8 99/10 512/20
Reporting periods
Intervals 25 25 25 25
Days 7 7 7 7 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Description 
1-7 Interactions 
1
Table 1-2. ACD Feature Capacities
Interactions
Offer Category A Versus Offer Category B
Offer Category A products (DEFINITY ECS and Prologix™) supports more 
features and feature capacities than the Offer Category B products (DEFINITY 
BCS and GuestWorks). In relation to the BCMS feature, the following features are 
not supported with Offer Category B:
nExpert Agent Selection (EAS) and skills
nCentreVu® Call Management System (CMS)
nVu Sta ts.
When using this BCMS Operations document with an Offer Category B product, 
you should ignore references to these features.ItemR6vs/csi/si R6r R7csi/si R7r
BCS/GuestWorks Issue 4 BCS/GuestWorks Issue 5
Logged-in ACD agents 150 150 150 150
Logged-in splits per agent 4 4 4 4
Announcements per split 2 2 2 2
Announcements per system 128 256 128 256
Queue slots per group 200 999 200 999
Queue slots per system 1500 15000 1500 15000
Splits 99 600 99 600
ACD members per split 200 999 200 999
Split members per system 150 150 150 150
Measured agents 20 20 25 25 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
BCMS Description 
1-8 Interactions 
1
Interactions With External CentreVu CMS
From the administration perspective, the ACD parameters associated with trunk 
groups, hunt groups, and VDNs are any of the following:
nNot measured
nInternally measured by BCMS
nExternally measured by CentreVu CMS
nMeasured both internally by BCMS and externally by CentreVu CMS.
Note that using BCMS in conjunction with 
CentreVu CMS increases the maximum 
number of agents and trunk groups that can be measured for a particular ACD 
application. In other words, the capacities for BCMS are additive to those of 
CentreVu CMS.
NOTE:
If both BCMS and CentreVu CMS are used simultaneously, switch 
performance may be degraded.
Interactions with VuStats
VuStats enables agents and supervisors with telephone displays to view data 
about agents, splits, and VDNs. Much of this information is the same as that 
provided by BCMS.