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Avaya MultiVantage

Call Center SoftwareBasic Call Management System (BCMS)Operations

555-230-706Issue 3

May 2002Compas ID 89244

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2002, Avaya Inc.All Rights Reserved

Notice

Every effort was made to ensure that the information in this documentwas complete and accurate at the time of printing. However, informationis subject to change.

Preventing Toll Fraud

Toll fraud is the unauthorized use of your telecommunications systemby an unauthorized party (for example, a person who is not a corporateemployee, agent, subcontractor, or working on your company's behalf).Be aware that there may be a risk of toll fraud associated with yoursystem and that, if toll fraud occurs, it can result in substantial additionalcharges for your telecommunications services.

Avaya Fraud Intervention

If you suspect that you are being victimizedby toll fraud and you needtechnical assistance or support, call Technical Service Center Toll FraudIntervention Hotline at +1 800 643 2353 for the United States andCanada. For additional support telephone numbers, see the Avaya Website:

http://www.avaya.com

Select Support, then select Escalation Lists US and International.This Web site includes telephone numbers for escalation within theUnited States. For escalation telephone numbers outside the UnitedStates, select Global Escalation List.

Providing Telecommunications Security

Telecommunications security (of voice, data, and/or videocommunications) is the prevention of any type of intrusion to (that is,either unauthorized or malicious access to or use of) your company'stelecommunications equipment by some party.

Your company's telecommunications equipment includes both thisAvaya product and any other voice/data/video equipment that could beaccessed via this Avaya product (that is, networked equipment).

An outside party is anyone who is not a corporate employee, agent,subcontractor, or working on your company's behalf. Whereas, amalicious party is anyone (including someone who may be otherwiseauthorized) who accesses your telecommunications equipment witheither malicious or mischievous intent.

Such intrusions may be either to/through synchronous (time-multiplexedand/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:

Utilization (of capabilities special to the accessed equipment)

Theft (such as, of intellectual property, financial assets, ortoll-facility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration,

regardless of motive or intent)

Be aware that there may be a risk of unauthorized intrusions associatedwith your system and/or its networked equipment. Also realize that, ifsuch an intrusion should occur, it could result in a variety of losses to yourcompany (including but not limited to, human/data privacy, intellectualproperty, material assets, financial resources, labor costs, and/or legalcosts).

Your Responsibility for Your Company's Telecommunications Security

The final responsibility for securing both this system and its networkedequipment rests with you - an Avaya customer's system administrator,your telecommunications peers, and your managers. Base the fulfillment

of your responsibility on acquired knowledge and resources from avariety of sources including but not limited to:

Instal lat ion documents System administration documents Security documents Hardware-/software-based security tools Shared information between you and your peers Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you andyour peers should carefully program and configure:

your Avaya-provided telecommunications systems and theirinterfaces

your Avaya-provided software applications, as well as theirunderlying hardware/software platforms and interfaces

any other equipment networked to your Avaya products.

TrademarksDEFINITY and GuestWorks are registered trademarks of Avaya, Inc.

MultiVantage is a trademark of Avaya, Inc.

Ordering Information

Call: Avaya Publications CenterVoice +1 800 457 1235Fax +1 800 457 1764International Voice +1 410 568 3680International Fax+1 410 891 0207

Write: Globalware Solutions200 Ward Hill AvenueHaverhill, MA 01835 USAAttention: Avaya Account Manager

Web: http://www.avayadocs.com

E-mail: [email protected]

Order: Document No. 555-230-706, Issue 3May 2002

You can be placed on a standing order list for this and other documentsyou may need. A standing order will enable you to automatically receiveupdated versions of individual documents or document sets, billed toaccount information that you provide. For more information on standingorders, or to be put on a list to receive future issues of this document,please contact the Avaya Publications Center.

Avaya Support

Avaya provides a telephone number for you to use to report problems orto ask questions about your call center. The support telephone numberis 1-800-242-2121 in the United States. For additional support telephonenumbers, see the Avaya Web site:

http://www.avaya.com

Select Support, then select Escalation Lists US and International.

This Web site includes telephone numbers for escalation within theUnited States. For escalation telephone numbers outside the UnitedStates, select Global Escalation List.

Acknowledgment

This document was written by the CRM Information Development group.
http://www.avaya.com/http://www.avaya.com/http://www.avayadocs.com/http://www.avayadocs.com/http://www.avaya.com/http://www.avaya.com/http://www.avaya.com/http://www.avaya.com/http://www.avayadocs.com/

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ts 3

About this document

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

BCMS description

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Printing and storing reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Acceptable Service Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Percent within service level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Acceptable Service Level administration . . . . . . . . . . . . . . . . . . . . . . . 13

System capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Offer Category A versus Offer Category B . . . . . . . . . . . . . . . . . . . . . . . 14CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14VuStats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

System access

Logging in and logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

BCMS login ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Logging in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

How to change the BCMS password. . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Generating reports

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Displaying and printing real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . 19

Displaying real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Printing real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Displaying, printing, and scheduling historical reports. . . . . . . . . . . . . . . . . . . 22

Displaying historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Printing historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Scheduling historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Avaya MultiVantage

Call Center Software

Basic Call Management System (BCMS) Operations

Contents

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Report reference

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Split status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Sample report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41System status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Sample report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

VDN status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Sample report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Agent report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Agent summary report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Split report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Split summary report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Trunk group report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Trunk group summary report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

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Issue 3 May 2002 5

VDN report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Header definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

VDN summary report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

System printer and Report Scheduler

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

System printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

System printer administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98System printer data link operation and maintenance . . . . . . . . . . . . . . . . . . 99

Report Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Print intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Adding a report to Report Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . 101Printing reports on the system printer. . . . . . . . . . . . . . . . . . . . . . . . . . 103Listing scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Changing scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Removing scheduled reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Using reports for ACD planning

Planning/engineering objectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

System status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Split status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111VDN status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Trunk group report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Agent report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Split report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113VDN report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Engineering ACD applications with report data . . . . . . . . . . . . . . . . . . . . . . 114

Agent engineering/optimizing guidelines . . . . . . . . . . . . . . . . . . . . . . . . 115Agent engineering examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Average service time engineering tables . . . . . . . . . . . . . . . . . . . . . . . . 121Trunk Engineering Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Appendix A:BCMS/CMS report heading comparison

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Summary of Differences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Report heading comparison tables . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

ndex . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

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About this document

Overview

This document provides a comprehensive description of the Basic Call ManagementSystem (BCMS) feature, which is available with Avaya MultiVantage Call CenterSoftware and DEFINITYEnterprise Communications Server (ECS) products. Thisdocument also describes the Report Scheduler feature, which is often used with BCMS.

Although intended primarily for the BCMS administrator, this document may prove useful tothe system administrator, the Automatic Call Distribution (ACD) split supervisor, the ACDadministrator, and ACD agents.

Reasons for reissue

Issue 3 of this document was issued for the following changes:

q To change references to 5-digit extensions. The latest version of switch softwaresupports 7-digit extensions. Extension length is now documented without reference tolength. Some of the screen examples have been updated to show the longer extensionnumber fields.

q To remove capacity information.

q To change Lucent Technologies to Avaya.

q To change references from CentreVuCall Management System (CMS) to Avaya CMS.

q To change references from DEFINITYECS to Avaya MultiVantage. However, thisdocument can be used for both MultiVantage and DEFINITY products.

Issue 2 of this document was issued for the following changes:

q To define BCMS attributes that are not used with the offer category B products.

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About this document


Organization

This guide is organized as follows:

q About this document is an introduction to this document.

q BCMS description provides a brief overview of the BCMS feature and lists the types ofBCMS reports.

q System access provides procedures on how to log in and log off BCMS. This chapteralso provides the procedures for changing the BCMS password.

q Generating reports describes the procedures for displaying, printing, and schedulingBCMS reports.

q Report reference gives a detailed description of each type of BCMS report.

q System printer and Report Scheduler describes the optional Report Scheduler feature.

This chapter also includes a description of Report Scheduler commands and a displayof the reports.

q Using reports for ACD planning describes desirable objectives and how the BCMSreports can be used to plan, engineer, and optimize ACD splits and trunk groups.

q BCMS/CMS report heading comparison compares reports and report headings betweenBCMS and Avaya Call Management System (CMS).

q Glossary

q Index

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BCMS description

Overview

BCMS helps you monitor the operations of your ACD application. BCMS collects datarelated to the calls on the switch and organizes the data into reports that help you manageACD facilities and personnel. The BCMS reports allow you to manage the hourly and/ordaily operations of the ACD by:

q Monitoring trunk group usage

q Monitoring the calling volume for each split

q Monitoring VDNs

q Monitoring the work load of each agent

q Comparing agent performance.

These reports can be displayed on a video display terminal in real time, printedimmediately, scheduled to print at a later time, or scheduled to print periodically at timesyou specify.

Note:

All references to splitsin this book also apply to skillsas used with the

Expert Agent Selection (EAS) feature. However, Offer Category B productsdo not support the EAS feature. Therefore, if you are using the BCMSfeature with Offer Category B products, use the term splitsonly to defineagent groups. See Interactions on page 14 for more information.

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Printing and storing reports

Issue 3 May 2002 11

Printing and storing reports

The BCMS reports may be displayed on an administration terminal or printed on itsassociated printer. The reports can also be scheduled to print at a later time using the

Report Scheduler.As an option, a personal computer (PC) or host computer may be used to store the reportsand provide additional data manipulation capabilities.

Note:

The BCMS software resides completely on the switch and does not includeany special software or unique communications protocol for the PC/hostcomputer application. Although Avaya does propose the use of a PC tocollect, store, and print the reports, Avaya does not recommend anapplications software package for the PC. Since Avaya does not install,

administer, or control the PC application, Avaya does not guarantee correctoperation of this arrangement.

Customers using a PC to collect report data will need the following report outputinformation for each report:

1. Begin with one-half page of line feeds.

2. Print a four-line banner containing the following information:

q Print job ID

q Command

q Time of day

q User

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 systemparameters.

6. Provide a form feed when the report has finished printing.

BCMS data is stored in volatile switch memory; it cannot be saved to or retrieved fromtape. The switch preserves historical data if a Reset System 1, Reset System 2, or ResetSystem Interchange (in a duplicated system) occurs. Real-time data is preserved if a ResetSystem 1 or Reset System Interchange occurs.

The switch loses all data (historical and real-time) during software upgrades.

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BCMS description

2 Basic Call Management System (BCMS) Operations

Acceptable Service Level

Before using BCMS, you should understand the concept of Acceptable Service Level andset the acceptable service level field on various screens.

Note:

Acceptable Service Level is not supported on Offer Category B products.

Acceptable Service Level is the desired time for an agent to answer a call for a given VDNor hunt group. Timing for a call begins when the call encounters a VDN or enters a huntgroup queue. If the number of seconds to answer the call is equal to or less than theadministered acceptable service level for the VDN or hunt group, the call is recorded asacceptable.

Percent within service level

A service level can be administered for each hunt group or VDN if the BCMS/VuStatsService Level customer option has been enabled and if the hunt group or VDN ismeasured by BCMS.

To calculate the percentage of calls within the acceptable service level, BCMS divides thenumber of acceptable calls by the calls offered.

For hunt groups, BCMS calculates the Percent Within Service Level as follows:

where:

q accepted Is the number of calls answered for which the queue time was less than orequal to the administered service level for the split.

q dequeued Is the number of calls that encountered the split queue, but were NOTanswered, abandoned, or outflowed. This occurs with multiple split queuing.

For VDNs, BCMS calculates the Percent Within Service Level as follows:

where:

q accepted Is the number of answered calls (num ans) for which the time to answerwas less than or equal to the administered service level for the VDN. num anshererefers to the data item on the screen.

q calls offered Is the total number of completed calls that accessed the VDN during thecurrent interval.

% IN SERV LEVLaccepted * 100

ACDcalls + abandons + outflows + dequeued

------------------------------------------------------------------------------------------------------------------------=

% IN SERV LEVLaccepted * 100

calls offered----------------------------------------=

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System capacities

Issue 3 May 2002 13

Acceptable Service Level administration

The Acceptable Service Level is administered on the System-Parameters Customer-Options, VDN, and Hunt Group screens. On the System-Parameters Customer-Optionsscreen (changeable using a superuser ID), verify that the field BCMS/VuStats ServiceLevel is set to y.

On the Hunt Group screen, set the Acceptable Service Level field to a numberbetween 0 and 9999 seconds. Set the Measured field to either internal orboth.

On the Vector Directory Number screen, set the Acceptable Service Level field to anumber between 0 and 9999 seconds. Set the Measured field to either internal or

both.

The column % IN SERV LEVL on a report will be blank if:

q The BCMS/VuStats Service Level field on the Customer Options screen is set to n

q No service level is defined for the split or VDN (it cannot be set if BCMS Service Level is

set to n)

q No call ended in the interval

System capacities

Because system capacity limits change often, this information is now being maintained in a

document for each switch release. For switch releases up to R9, consult the SystemDescriptiondocument. For switch releases R10 and later, see the Capacity Tablesdocument. All of these documents can be accessed from the Avaya documentation Website:

http://www.avayadocs.com/
http://www.avayadocs.com/http://www.avayadocs.com/

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BCMS description


Interactions

Offer Category A versus Offer Category B

Offer Category A products support more features and feature capacities than the OfferCategory B products. In relation to the BCMS feature, the following features are notsupported with Offer Category B:

q Expert Agent Selection (EAS) and skills

q Avaya Call Management System (CMS)

q VuStats

When using this BCMS operations document with an Offer Category B product, you shouldignore references to these features.

CMS

From the administration perspective, the ACD parameters associated with trunk groups,hunt groups, and VDNs are any of the following:

q Not measured

q Internally measured by BCMS

q Externally measured by CMS

q Measured both internally by BCMS and externally by CMS.

Note that using BCMS in conjunction with CMS increases the maximum number of agentsand trunk groups that can be measured for a particular ACD application. In other words,the capacities for BCMS are additive to those of CMS.

Note:

If both BCMS and CMS are used simultaneously, switch performance maybe degraded.

VuStats

VuStats enables agents and supervisors with telephone displays to view data aboutagents, splits, and VDNs. Much of this information is the same as that provided by BCMS.

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System access

Logging in and logging off

A BCMS terminal is treated by the system as a remote management terminal. You canaccess BCMS reports either from a local system management terminal, on a dial-up basis,or by using the Avaya Site Administration terminal emulator tool. When dial-up access isused, the following constraints affect the number of terminals that can access BCMS datasimultaneously:

q The number of dial-up (Netcon) channels

q

The number of Terminal User IDs (TUIs). A TUI is a switch resource used by: The Technical Service Center (TSC) when logged in

The management terminal when powered up

A remote management terminal when logged in

A BCMS terminal when logged in

The system printer while printing

A journal/log printer when administered

When the switch is configured with more than one management terminal, typically oneterminal is dedicated to administration and/or maintenance tasks while the others are usedfor ACD/BCMS features.

BCMS login ID

The switch provides several different categories of login IDs. The login ID identifies theuser and that users permitted capabilities to the system. Generally, each category permitsunique capabilities (and has unique restrictions). You must create a login ID for eachsupervisor or user that you want to view BCMS reports. A BCMS login ID can allow you todisplay, print, and schedule BCMS reports.

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Logging in

There are many ways to log in to BCMS: from a local terminal, from a remote terminal, orusing the Avaya Site Administration tool. The remote terminal requires a data module fordialing up the system and Avaya Site Administration can use a modem or a LANconnection.

To log into BCMS:

1. If remote, dial in to the switch. If local, turn on the terminal and press BREAK if a loginprompt is not displayed.

The terminal displays a login prompt.

2. Enter your login ID and press RETURN.

The screen displays the password prompt.

3. Enter your password and press RETURN. The system verifies that the login ID andpassword you entered are valid. If you entered an invalid login ID or password, the

system displays a message and requires you to log in again.

4. Enter the appropriate terminal type. In most cases, use the default terminal type thatthe system displays.

After you enter the appropriate terminal type, the system displays the commandscreen.

The system is now ready for you to enter a command to generate a BCMS report.

This system is restricted to authorized users

for legitimate business purposes. Unauthorized

access is a criminal violation of the law.

Copyright (c) 1992 - 2001 Avaya Inc.

Unpublished & Not for Publication

All Rights Reserved

Command:

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Logging off

! SECURITY ALERT:

Whenever you are not using BCMS, log off the system.

To log off the system, perform the following steps:

1. Enter:

logoff

The system displays a message questioning if you want to log off.

2. Enter: y

You are logged off from the system.

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How to change the BCMS password

Any user can change the password for their own login ID. Only users with specialprivileges, such as the system administrator, can change the password for other users.

! SECURITY ALERT:

To protect access to the system, the password should be changed at regularintervals, each time a new person takes over a login ID, and if anunauthorized person has discovered the password. Once a password isassigned or changed, do not give the password to anyone and keep anywritten passwords in a locked place.

To change a password:

1. At the command prompt, enter:

change password

The system displays the Password Administration screen. The cursor is positioned onthe Password of Login Making Change field.

2. Enter your password and press RETURN.

The cursor is positioned on the Logins Password field.

3. Enter your new password and press RETURN.

Valid passwords contain a minimum of four characters either alphabetic or numeric.

The cursor is positioned on the Reenter Logins Password field.

4. Re-enter your new password and press ENTER.

The system displays the following message:

change password bcms Page 1 of 1

PASSWORD ADMINISTRATION

Password of Login Making Change:

LOGIN BEING CHANGEDLogin Name: bcms

LOGINS PASSWORD INFORMATION

Logins Password:

Reenter Logins Password:

command completed successfully

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Generating reports

Overview

This chapter describes the procedures for displaying and printing real-time reports and fordisplaying, printing, and scheduling historical reports. Before attempting to print thesereports, make sure that a system printer is connected and administered.

! CAUTION:

If you change your BCMS login ID, all scheduled reports must berescheduled under the new login ID in order to run.

Displaying and printing real-time reports

Themonitor command is used to display and print real-time status reports. These reportsdisplay data accrued since the last interval boundary. Data is based on hourly or half-hourly intervals as administered in the BCMS/VuStats Measurement Interval field

on the Feature-Related System Parameters screen.There are three monitor commands, one to display or print each real-time report:

monitor bcms split

monitor bcms system

monitor bcms vdn

Whenever a status report is displayed on the management terminal, it updatesautomatically approximately every 30 seconds. You can immediately update the on-screenstatus report by pressing UPDATE. To cancel themonitor command and return to the

command prompt, press CANCEL. If the status report consists of more than one page,press NEXTPAGE to display any subsequent pages and PREVPAGE to display anyprevious pages.

If you incorrectly enter the command, or if the qualifier is not applicable or is not measured,an error message displays on the message line located on the bottom of the screen. If yourequire more information about the error message, press HELP.

Complete the steps in the following sections to display or print real-time reports.

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Displaying real-time reports

To display a real-time report, complete the following steps:

1. Type themonitor command that will display the report you want to view. SeeCommands for displaying real-time reports.

2. Press RETURN. The report displays on your screen.3. Press NEXTPAGE to display subsequent pages and PREVPAGE to display previous

pages.

4. To immediately update the report data, press UPDATE.

5. To exit the report, press CANCEL.

Commands for displaying real-time reports

To view the Enter Where

Split status report monitor bcms split ## ## is an administered splitmeasured by BCMS.

System status report monitor bcms system## ##is an administered splitor range of splits measuredby BCMS. ##is optional. Ifnot included, the reportshows all splits.

VDN status report monitor bcms vdn ## ## is an administered VDNextension measured byBCMS.

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Printing real-time reports

To print a real-time report, complete the following steps:

1. Type themonitor command that will print the report. See Commands for printingreal-time reports.

2. Press RETURN. The report prints on the printer that is attached to your terminal.

Commands for printing real-time reports


Split status report monitor bcms split ##print ##is an administered splitmeasured by BCMS.

System status report monitor bcms system##print ##is an administered split

or range of splits measuredby BCMS. ##is optional. Ifnot included, the reportshows all splits.

VDN status report monitor bcms vdn ##print ##is an administered VDNextension measured byBCMS.

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Displaying, printing, and scheduling historicalreports

The list commands are used to display historical information for agents, splits, trunkgroups, and VDNs. There are eight secondary list commands:

list bcms agent

list bcms summary agent

list bcms split

list bcms summary split

list bcms trunk

list bcms summary trunk

list bcms vdn

list bcms summary vdn

With these commands, you can specify:

q Whether you want data that is collected during a specified range of dates or during aspecified period of time. Data collected during a specified period of time is based onhourly or half-hourly intervals as administered in the BCMS/VuStats MeasurementInterval field on the Feature-Related System Parameters screen.

!CAUTION:The switch stores time interval data in a time database that holds amaximum of 25 intervals. Data for the 26th interval overwrites the firstinterval in the time database (and so on). Therefore, if the half-hour option isselected, care should be exercised to ensure that time interval reports arerun while the data for the desired interval is still available in the timedatabase. For example, if you select the half-hour option, print the reporttwice daily to ensure that you do not lose information.

q The times or days for which you want to see data.

q That the system immediately display the report on your terminal.

q That the system print the report. If you includeprint at the end of the command, thesystem will immediately print the report to the printer attached to the managementterminal. If you include schedule at the end of the command, the system will allow youto schedule the report to print to the system printer immediately (immediate), at a latertime (deferred), or routinely at specified times (scheduled).

Use the steps in the following sections to display, print, or schedule historical reports.

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Displaying historical reports

To display an historical report, complete the following steps:

1. Type the list command that will display the report you want to view. See Commandsfor displaying historical reports.

2. Press RETURN. The report displays on your screen.3. Press NEXTPAGE to display subsequent pages and PREVPAGE to display previous

pages if appropriate.

Commands for displaying historical reports


Agent report

(hourly/half-hourly)

list bcms agent ##time

staffed xx:xx xx:xx

##is a valid agent extension

or login ID measured byBCMS.

staffed lists data only for theintervals that the agent hasstaffed time.

The first xx:xxis the starttime. The second xx:xxis thestop time. Both use a 24-hourclock.

Agent report (daily) list bcms agent ##daystaffed xx/xx xx/xx

##is a valid agent extensionor login ID measured byBCMS.

staffed lists data only for thedays that the agent has staffedtime.

The first xx/xxis the startday. The second xx/xxis thestop day.

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Agent summaryreport(hourly/half-hourly)

list bcms summary

agent ##time staffed

xx:xx xx:xx

##is a valid agent extensionor login ID or range ofextensions/ login IDs

measured by BCMS.staffed lists data only foragents with staffed time.


Agent summaryreport (daily)

list bcms summary

agent ##day staffed

xx/xx xx/xx

##is a valid agent extensionor login ID or range of

extensions/ login IDsmeasured by BCMS.

staffed lists data only foragents with staffed time.


Split report(hourly/half-hourly)

list bcms split ##time

xx:xx xx:xx

##is an administered splitmeasured by BCMS.


Split report (daily) list bcms split ##dayxx/xx xx/xx



Split summary report(hourly/half-hourly)

list bcms summary

split ##time xx:xx

xx:xx

##is an administered split orrange of splits measured byBCMS.


Commands for displaying historical reports (continued)


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Split summary report(daily)

list bcms summary

split ##day xx/xx

xx/xx



Trunk group report(hourly/half-hourly)

list bcms trunk ##time

xx:xx xx:xx

##is a trunk group measuredby BCMS.


Trunk group report(daily)

list bcms trunk ##day

xx/xx xx/xx



Trunk groupsummary report(hourly/half-hourly)

list bcms summary

trunk ##time xx:xx

xx:xx

##is a trunk group or range oftrunk groups measured byBCMS.


Trunk groupsummary report(daily)

list bcms summary

trunk ##day xx/xx

xx/xx



VDN report(hourly/half-hourly)

list bcms vdn ##time

xx:xx xx:xx

##is an administered VDNextension measured byBCMS.




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VDN report (daily) list bcms vdn ##dayxx/xx xx/xx

##is an administered VDNextension measured byBCMS.


VDN summary report(hourly/half-hourly)


##time xx:xx xx:xx

##is an administered VDNextension or range ofextensions measured byBCMS.

The first xx:xxis the starttime. The second xx:xxis the

stop time. Both use a 24-hourclock.

VDN summary report(daily)


##day xx/xx xx/xx





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Printing historical reports

If you do not have a printer directly connected to your terminal, see Scheduling historicalreports on page 31.

To print an historical report, complete the following steps:

1. Type the list command for the report that you want to print. See Commands for printinghistorical reports.

2. Press RETURN. The report prints on the printer that is attached to your terminal.

Commands for printing historical reports

To print the Enter Where

Agent report



staffed xx:xx xx:xxprint

##is a valid agent extension or

login ID measured by BCMS.staffed prints data only forthe intervals that the agent hasstaffed time.

The first xx:xxis the start time.The second xx:xxis the stoptime. Both use a 24-hour clock.

Agent report (daily) list bcms agent ##daystaffed xx/xx xx/xx

print

##is a valid agent extension orlogin ID measured by BCMS.

staffed prints data only forthe days that the agent hasstaffed time.

The first xx/xxis the start day.The second xx/xxis the stopday.

Agent summaryreport(hourly/half-hourly)


##time staffed xx:xx

xx:xxprint

##is a valid agent extension orlogin ID or range of extensions/login IDs measured by BCMS.

staffed prints data only foragents with staffed time.


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##day staffed xx/xx

xx/xxprint

##is a valid agent extension orlogin ID or range of extensions/login IDs measured by BCMS.

staffed prints data only foragents with staffed time.




xx:xxxx:xxprint


The first xx:xxis the start time.The second xx:xxis the stop

time. Both use a 24-hour clock.

Split report (daily) list bcms split ##dayxx/xxxx/xxprint



Split summary report(hourly/half-hourly)


##time xx:xxxx:xx

print





##day xx/xxxx/xx

print





xx:xxxx:xxprint



Commands for printing historical reports (continued)


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xx/xxxx/xxprint





##time xx:xxxx:xx

print




list bcms summary trunk##day xx/xxxx/xx

print





xx:xxxx:xxprint

##is an administered VDNextension measured by BCMS.


VDN report (daily) list bcms vdn ##dayxx/xxxx/xxprint





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VDN summaryreport(hourly/half-hourly)


##time xx:xxxx:xx

print

##is an administered VDNextension or range ofextensions measured by

BCMS.The first xx:xxis the start time.The second xx:xxis the stoptime. Both use a 24-hour clock.

VDN summaryreport (daily)


##day xx/xxxx/xx

print


The first xx/xxis the start day.

The second xx/xxis the stopday.



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Scheduling historical reports

The Report Scheduler allows you to schedule the day or days for the system to print thereport. If you do not have a printer directly connected to your terminal, you can use theReport Scheduler feature to print the report immediately to the system printer. For moredetailed information about the Report Scheduler, see System printer and Report

Scheduler on page 97.To schedule an historical report, complete the following procedures.

1. Type the list command that will schedule the report. See Commands for schedulinghistorical reports on page 33.

2. Press RETURN.

The Report Scheduler screen displays on your screen. The cursor is located in thePrint Interval field.

Note:

If you do not have a printer directly connected to your terminal, you canimmediately print the report to the system printer by pressing ENTER.

list bcms agent ## time xx:xx xx:xxPage 1

REPORT SCHEDULER

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms agent ## time xx:xx xx:xx

Print Interval: immediate

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3. Enter schedule and press RETURN.

The Print Time field displays beneath the Print Interval field, and fields foreach day of the week display at the bottom of the screen. The cursor is located in thePrint Time field.

4. Enter the time you want the report printed and press RETURN.

The cursor moves to the Sun field.

5. Enteryfor the days you want the report printed. Press RETURN to move the cursor tothe next field.

6. When you are finished, press ENTER.

The report has been scheduled, and the system presents the enter command: prompt.

! CAUTION:

If you change your BCMS login ID, all scheduled reports must berescheduled under the new login ID in order to run.

Note:

The commands for scheduling historical reports also can be used to deferprinting of a report to a later time. See Report Scheduler on page 100 formore information.

list bcms agent ## time xx:xx xx:xx

Page 1

REPORT SCHEDULER

Date: 11:00 pm MON APR 23, 1990

Job Id: 1 Job Status: none

Command: list bcms agent ## time xx:xx xx:xx

Print Interval: scheduled

Print Time: xx:xx

Sun: n Mon: n Tue: n Wed: n Thu: n Fri: n Sat: n

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Commands for scheduling historical reports

To Print the Type Where

Agent report



staffed xx:xxxx:xxschedule


login ID measured by BCMS.staffed prints data only forthe intervals that the agent hasstaffed time.


Agent report (daily) list bcms agent ##day

staffed xx/xxxx/xxschedule


login ID measured by BCMS.staffed prints data only forthe days that the agent hasstaffed time.


Agent summaryreport



##time staffed xx:xx

xx:xxschedule

##is a valid agent extension orlogin ID or range of extensions/

login IDs measured by BCMS.staffed prints data only foragents with staffed time.




##day staffed xx/xx

xx/xxschedule

##is a valid agent extension orlogin ID or range of extensions/

login IDs measured by BCMS.staffed prints data only foragents with staffed time.


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xx:xxxx:xxschedule



Split report (daily) list bcms split ##dayxx/xxxx/xxschedule



Split summary report(hourly/half-hourly) list bcms summary split##time xx:xxxx:xxschedule





##day xx/xxxx/xx

schedule





xx:xxxx:xxschedule





xx/xxxx/xxschedule



Commands for scheduling historical reports (continued)


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##time xx:xxxx:xx

schedule





##day xx/xxxx/xx

schedule


The first xx/xxis the start day.The second xx/xxis the stop

day.



xx:xxxx:xxschedule



VDN report (daily) list bcms vdn ##dayxx/xxxx/xxschedule





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VDN summary report(hourly/half-hourly)


##time xx:xxxx:xx

schedule

##is an administered VDNextension or range ofextensions measured by

BCMS.The first xx:xxis the starttime. The second xx:xxis thestop time. Both use a 24-hourclock.

VDN summary report(daily)


##day xx/xxxx/xx

schedule





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Report reference

Overview

Report commands on page 38 is a quick reference to the commands that you can use todisplay, print, and schedule BCMS reports. See Generating reports on page 19 for moredetailed instructions for displaying, printing, and scheduling reports.

The remainder of this chapter describes each report in detail, providing a brief descriptionof each report, sample reports, and a description of the information contained in eachreport.

Note:Most BCMS measurement data is collected at the end of a call, whereashunt group measurements count calls as soon as they begin. Therefore,calls spanning a time interval boundary will be counted differently by thetwo. If comparing the measurements from BCMS with those from the huntgroups, there may be slight differences. However, both hunt group andBCMS measurements should indicate the same trends.

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Report reference


.

Report commands

Action Object Qualifiers12

monitor bcms split split number [print]

bcms system [split number] [print]

bcms vdn extension [print]

st bcms agent extension|loginID3 [time] [staffed] [start time] [stop time] [print|schedule]

extension|loginID3 [day] [staffed] [start day] [stop day] [print|schedule]

bcms summary agent extension|loginID3 [time] [staffed] [start time] [stop time] [print|schedule]

extension|loginID3 [day] [staffed] [start day] [stop day] [print|schedule]

bcms split split number [time] [start time] [stop time] [print|schedule]

split number [day] [start day] [stop day] [print|schedule]

bcms summary split split number [time] [start time] [stop time] [print|schedule]

split number [day] [start day] [stop day] [print|schedule]

bcms trunk group number [time] [start time] [stop time] [print|schedule]

group number [day] [start day] [stop day] [print|schedule]

bcms summary trunk group number [time] [start time] [stop time] [print|schedule]group number [day] [start day] [stop day] [print|schedule]

bcms vdn extension [time] [start time] [stop time] [print|schedule]

extension [day] [start day] [stop day] [print|schedule]

bcms summary vdn extension [time] [start time] [stop time] [print|schedule]

extension [day] [start day] [stop day] [print|schedule]

1. Items depicted within brackets, such as [print], are optional. Items separated by a pipe symbol, such as

extension|loginID indicate that you must select one or the other.

2. Whenever the command line qualifier [schedule] is initially executed, the system defaults the report for immediate

printing (unless a day/time of day is scheduled) and generates a Job ID. The Job ID is required by the ReportScheduler feature for updating and deleting the schedule of reports.

3. If BCMS/VuStats Login IDs is enabled on the System-Parameters Customer-Options screen, you must enter an agent

login ID or a range of login IDs in place of the physical extension or range of extensions. (VuStats is not supported with

Offer Category B products. However, BCMS Login IDs are supported.)

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Real-time reports

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Real-time reports

BCMS provides three real-time reports:

q BCMS split status

q BCMS system status

q BCMS VDN status

The BCMS split status report provides the current (real-time) status and cumulativemeasurement data for those agents assigned to the split you specify. The BCMS systemstatus report provides current (real-time) status information for either all BCMS splits orselected splits. The BCMS VDN status report provides the current (real-time) status andcumulative measurement data for VDNs monitored by BCMS.

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Report reference


Split status report

Command

monitor bcms split (split number) [print]

Description

The BCMS split status report provides the current (real-time) status and cumulativemeasurement data for those agents assigned to the split you specify. This report displaysdata accrued since the last interval boundary. For example, if the interval is set for hourly,and you issue the command to display the BCMS Split Status report at 11:10 a.m., thereport displays the data accrued since 11:00 a.m. Although this report is updatedapproximately every 30 seconds, you can immediately update the information on thescreen by pressing UPDATE. At the beginning of the next interval, the report resets.

Sample report

monitor bcms split 30 Page 1 of 1

BCMS SPLIT (AGENT) STATUS

Split: 30 Date: 14:25 FRI OCT 26 2001

Split Name: HNT-61

Calls Waiting: 5 Acceptable Service Level: 20

Oldest Call: 1:39 % Within Service Level:

Staffed: 7 Avail: 1 ACD: 1 ACW: 2 AUX: 2 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 1Agent 7 32197 12351 Other 11:58 0 0 0

$ 32198 12352 INIT 00:00 0 0 0

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Header definitions

Split status report

Header Definition

Split The split number specified with the command line.

Split Name The administered name of the split. This name usually describes thepurpose or service of the split (for example, sales, service, or help line). Ifno name exists, BCMS displays the split extension (for example,EXT 65222).

The split name is limited to a maximum of 11 characters. If you entermore than 11 characters, the additional characters are not printed on thesystem printer.

Calls Waiting The number of calls currently queued and calls ringing at an agenttelephone. If any of the calls in the queue are Direct Agent calls, anasterisk displays before the value in this field.

Oldest Call The number of minutes and seconds that the oldest call in queue hasbeen waiting to be answered. This includes calls ringing at an agenttelephone.

AcceptableService Level

The desired time for an agent to answer a call for a given hunt group orVDN. Timing for a call begins when the call enters the hunt group queue.

% WithinService 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 ifthere is no Acceptable Service Level administered on the Hunt Groupscreen.

Note:

Not available with Offer Category B products.

Staffed The number of agents currently logged into the split. Staffed equalsavailable agents, agents on ACD calls and agents in ACW, AUX, and

Other.Avail The number of agents in this split currently available to receive an ACD

call. In order to be counted as being available, agents must be in eitherAuto-In (AI) or Manual-In (MI) work mode. If the agent is on another splitcall or is performing After Call Work for another split, the agent is notconsidered available and is not recorded here. If a call is ringing at theagent telephone or a call is on hold, the agent is not considered availableunless Multiple Call Handling is active and the agent selects AI/MI with acall on hold.

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ACD The number of agents who are currently on an ACD call for this split. Thisvalue also includes Direct Agent calls and those agents who are currentlyon ACD calls that flowed in from another split.

ACW The number of agents in this split who are currently in ACW mode for thissplit. If an agent is in ACW mode for another split, the agent is included inthe Other state count for this split. ACW includes agents who are onextension-in and extension-out calls while in ACW.

AUX The number of agents in this split who are currently in the AUX workmode for this split. If an agent is answering a call from another split or isin ACW work mode for another split, that agent is not considered in AUXwork mode for this split and is not included in this number. The agent isincluded in the Other state count. AUX includes agents who are on

extension-in and extension-out calls while in AUX, Auto-In, and Manual-In.

Extn Calls The number of agents in this split who are currently on non-ACD calls.These non-ACD calls may be either incoming (direct to the extension) oroutgoing (direct from the extension). Those agents receiving or makingextension calls while available, or while in the ACW or AUX work modesare recorded as being on extension calls.

Other The number of agents in this split who:

q

Are on a call from another splitq Are in ACW work mode for another split

q Have placed a call on HOLD and made no other state selections

q Have a call ringing at their telephones

q Are dialing a number (to place a call or activate a feature)

All of the agents in the Other state are unavailable for ACD calls.

AGENTNAME

The name of the agent. Generally, this is the first or last name of theagent. However, if no name is administered on the telephone display, this

field is left blank. When the field is blank, the data can be identified by theextension.

LOGIN ID The BCMS login IDs (taken from the BCMS/VuStats Login ID screen orEAS Login screen) for which you requested the report. This column isempty if BCMS login IDs are not optioned. (VuStats are not supported onOffer Category B products. However, BCMS Login IDs are supported.)

EXT The extension number for the agent.

Split status report (continued)

Header Definition

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STATE The current work state for the agent. Possible work states are Avail,ACD, ACW, AUX, Extn, and Other. Unstaffed agents do not display onthe report. When the system time is changed, agents are in the INIT

state. Each agent remains in the INIT state until that agent takes a call orpushes a work mode button.

TIME The 24-hour clock time at which the agent entered this work state.

ACD CALLS The number of ACD calls that the agent has completed since thebeginning of the current interval. This value includes any calls that flowedin from other splits. (Calls in process are not counted until they arecompleted.)

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 notcounted until they are completed.) The maximum value is 255.

If an extension-in call is active for less than the time set for the AbandonCall Timer, the call will not be counted in this field. The duration of suchcalls is counted as AUX/OTHER time.

EXT OUTCALLS

The number of non-ACD calls that the agent has made (outgoing) sincethe beginning of the current interval. (Calls in process are not counteduntil they are completed.) The maximum value is 255.

Split status report (continued)

Header Definition

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System status report

Command

monitor bcms system[split number] [print]

Description

The BCMS system status report provides current (real-time) status information for either allBCMS splits or selected BCMS splits. This report displays data accrued since the lastinterval boundary. For example, if the interval is set to hour, and you issue the command todisplay the BCMS system status report at 11:10 a.m., the report displays the data accruedsince 11:00 a.m. Although this report is updated approximately every 30 seconds, you canimmediately update the information on the screen by pressing UPDATE. This report isreset at the beginning of the time interval (for example, hour or half-hour).

When analyzing this report, keep the following things in mind:

q All averages are for completed calls only.

q A completed 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. Forexample, if an ACD call begins in the 10:00 to 11:00 time interval, but terminates inthe 11:00 to 12:00 time interval, the data for this call is counted in the 11:00 to 12:00time interval.

q Asterisks indicate that the maximum for the associated field has been exceeded.

Sample report

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

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Header definitions

System status report

Header Definition

SPLIT NAME The name of the split (for example, sales, service, or help line). If noname exists, the split extension (for example, EXT 12345) is displayed.

CALLS WAIT The number of calls in the split queue that are currently waiting to beanswered and calls ringing at an agent telephone. If any of the calls inthe queue are Direct Agent calls, an asterisk displays before this field.

OLDESTCALL

The number of minutes and seconds the oldest call in queue has beenwaiting to be answered. This includes calls ringing at an agenttelephone.

AVG SPEEDANS

The average amount of time it takes before the calls are answered byagents. This value includes time waiting in the queue and time ringing atthe agent telephone. The calculation is:

Keep the following things in mind:

q Calls that flow in from other splits do not include time in queuefromthe other splits in this calculation. Also, the AVG SPEED ANS does

not include time spent listening to a forced first announcement.

q A completed call may span more than one time period. ACD callsthat are in process (have not terminated) are counted in the timeperiod in which they terminate. For example, if an ACD call begins inthe 10:00 to 11:00 time period, but terminates in the 11:00 to 12:00time period, the data for this call is counted in the 11:00 to 12:00time period.

q Asterisks indicate that the maximum for the associated field hasbeen exceeded.

AVAIL AGENT The number of agents in this split who are currently available to receivean ACD call directed to this split.

ABANDCALLS

The total number of ACD callers that have hung up while waiting to beanswered. This includes those calls that have abandoned while inqueue or while ringing. Calls that are not queued (for example, becausethe queue is full, the caller receives a forced first announcement andabandons during the announcement, or because no agents are staffed)are not counted as abandoned for the hunt group.

Sum of Each Completed Calls Time In Queue + Time Ringing

Total Number of ACD Calls Answered--------------------------------------------------------------------------------------------------------------------------------------------------------------------

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AVG ABANDTIME

The average time before an ACD call abandons. This does not includeany time spent in another split queue before intraflowing to this split.The calculation is:

This value does not include time spent listening to a forced firstannouncement or calls that abandon while listening to a forced firstannouncement.

ACD CALLS The number of ACD calls completed during the current interval. Thisnumber also includes those calls that flow in from other splits.

AVG TALKTIME

The average duration of ACD calls for each split. This calculationincludes the time each agent spent talking but does not include ring timeat an agent telephone. The calculation is:

System status report (continued)

Header Definition

Total Abandon TimeTotal Number of Abandoned Calls------------------------------------------------------------------------------------------

Total ACD Talk Time

Total Number of ACD Calls Answered----------------------------------------------------------------------------------------------------

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AVG AFTERCALL

The average ACW time for call-related ACW time completed by agentsin this split during this time interval. Call-related ACW is the time thatoccurs immediately after an ACD call (that is, when an agent was in

Manual mode and an ACD call ended, or when the agent presses theACW button during an ACD call). AVG AFTER CALL does not includetime spent on direct incoming or outgoing calls while in ACW or time thatimmediately follows an EXTN call. The calculation is:

The average is for ACW sessions, which may not correspond to thenumber of ACD calls, either because some ACD calls did not have ACWtime or because the call was recorded in another interval.

% IN SERVLEVL

The percentage of calls answered within the administered service levelfor this split. Calculation is based on the following

where:

q acceptedis calls answered whose queue time was less than orequal to the administered service level for the split.

q dequeuedis a call that encountered the split queue, but which wasnotanswered, abandoned, or outflowed. This occurs with multiple

split queuing.

Note:


System status report (continued)

Header Definition

Total Call-Related ACW Time

Number of Call-Related ACW Sessions--------------------------------------------------------------------------------------------------------

accepted * 100

ACDcalls + abandons + outflows + dequeued------------------------------------------------------------------------------------------------------------------------

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VDN status report

Command

monitor bcms vdn extension[print]

Description

The VDN status report gives real-time status information for internally measured VDNs.You must specify the extensions of the VDNs you want the system to monitor. You canspecify the extensions in a list or in a range format.

For example,monitor bcms vdn 123456 123467 123530-123539.

Sample report

monitor bcms vdn 12345-12349

BCMS VECTOR DIRECTORY NUMBER STATUS

Date: 15:30 Mon May 15, 1995

AVG AVG AVG CALLS % IN

CALLS OLDEST ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV

VDN NAME WAIT CALL CALLS ANS CALLS TIME HOLD CALLS OUT DISC LEVL

knives 5 :25 50 :39 5 :45 2:30 0 0 24 91EXT 12346* 0 :00 0 :00 0 :00 :00 0 0 0 0

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Header definitions

VDN status report

Header Definition

Date The current date and time (updated every 30 seconds or when Update ispressed).

VDN NAME The name of the VDN being reported. If the VDN does not have a nameadministered, this field displays EXT ## where ## is the VDN extension.

CALLS WAIT The number of calls that encountered this VDN and have not beenanswered, abandoned, outflowed, or forced busy/disc. Includes calls inqueues, in vector processing, and ringing at an agent telephone.

OLDESTCALL

The time the oldest call currently waiting has waited in the VDN. Timingstarts when the call enters the VDN.

ACD CALLS The number of completed ACD calls answered in a BCMS-measuredsplit. The split may have been reached via the queue-to-main, checkbackup, route-to, messaging split, or adjunct routing commands.Includes Direct Agent calls (EAS only).

AVG SPEEDANS

The average speed of answer for ACD and connect calls (see CONNCALLS below) that have completed for this VDN during the currentperiod. This includes the time in vector processing, in a split queue, and

time ringing. The calculation is:

Answer time for a call is recorded when the call ends. For example, if acall originates in interval x, is answered in interval y, and ends in intervalz, the associated answer and talk times are recorded in interval z.

ABANDCALLS

The number of calls to this VDN that have abandoned before beinganswered during the current period. This includes VDN calls that wererouted to an attendant, telephone, or announcement, and abandoned

before being answered.

AVG ABANDTIME

The average time abandoned calls waited before abandoning during thecurrent period. The calculation is:

Total Answer Time

Total ACD Calls + Total CONNect CALLS--------------------------------------------------------------------------------------------------------------

Total Abandon Time

Total Calls Abandoned------------------------------------------------------------

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AVGTALK/HOLD

The average talk time for ACD calls completed by this VDN during thecurrent period. This does not include ring time, but it does include anytime the caller spent on Hold. The calculation is:

CONN CALLS The number of completed calls that were routed to a telephone,attendant, announcement, messaging split, or call pickup and wereanswered there.

FLOW OUT The number of calls that were routed to another VDN or to a trunk,including successful look-ahead attempts.

CALLSBUSY/DISC

The number of calls that were forced busy or forced disconnect duringthe current interval. This value includes:

q Calls that encountered a busy or disconnect vector step

q Calls disconnected by a stop vector step

q Calls forwarded to a split with a full queue

q Calls forwarded to a split with no available agents and no queue

This value does not include abandoned calls.

% IN SERV

LEVL

The percent of calls offered that completed and were answered within

the acceptable service level defined on the VDN screen. The calculationis:

calls offeredis defined as:

acdcalls + flowout calls + abandoned + connect + busy/disc

acceptedis the number of ACD and CONNect calls that were answeredwithin the administered service level. This field is blank if no calls wererecorded for this time interval. This field is also blank if no Acceptable

Service Level has been administered on the VDN screen.

Note:


VDN status report (continued)

Header Definition

Total Talk Time

ACD Calls-----------------------------------------

accepted * 100

calls offered----------------------------------------

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Historical reports

BCMS provides eight historical reports. These reports give you information for an intervalof time. You can print the reports for a period of time measured in minutes or hours, or a

period of time measured in days. The types of BCMS historical reports are as follows:q Agent

q Agent summary

q Split

q Split summary

q Trunk group

q Trunk group summary

q

VDNq VDN summary

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Agent report

Command

list bcms agent extension/loginID[time] [staffed] [start time]

[stop time][print/schedule]list bcms agent extension/loginID[day] [staffed] [start day]

[stop day] [print/schedule]

Description

The BCMS agent report provides traffic information for the specified agent. Depending onspecifics from the command line, the information may be displayed as either a time intervalor a daily summary. If neither timenor dayis specified, timeis the default. In this case, the

report displays data accrued for the previous 24 time intervals (hour or half-hour), includingdata from the most recently completed time interval. To get information on the current timeinterval, you must use amonitor bcms command.

When analyzing this report, keep the following in mind:

q All averages are for completed calls only.

q A completed 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. Forexample, if an ACD call begins in the 10:00 to 11:00 time interval, but terminates inthe 11:00 to 12:00 time interval, the data for this call is counted in the 11:00 to 12:00

time interval.Asterisks indicate that the maximum for the associated field has been exceeded.

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Sample reports

Hourly report

Daily report

list bcms agent 4222 8:00

BCMS AGENT REPORT

Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995

Agent: 4222

Agent Name: s-jones

AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL

ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD

TIME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME

8:00- 9:00 10 1:15 7:30 25:00 10:40 1 4:00 60:00 :20

9:00-10:00 18 1:40 18:00 4:20 :00 2 3:20 60:00 1:00

10:00-11:00 10 1:20 8:20 16:10 :00 0 :00 38:00 :10

----------- ----- ------ ------- ------- ------- ----- ----- -------- ------

SUMMARY 38 1:28 33:50 45:30 10:40 3 3:33 158:00 1:30

list bcms agent 4222 day 5/13

BCMS AGENT REPORT

Switch Name: Lab Model Date: 11:05 am MON MAY 15, 1995

Agent: 4222

Agent Name: s-jones

AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL

ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD

DAY CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME

5/14/95 200 1:30 100:00 35:00 80:00 10 2:00 540:00 5:00

5/13/95 38 1:28 34:12 45:30 10:40 3 3:33 158:00 1:30

----------- ----- ------ ------- ------- ------- ----- ----- -------- ------

SUMMARY 238 1:30 134:12 80:30 90:40 13 2:22 698:00 6:30

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Header definitions

Agent report

Header Definition

Agent The extension or login ID of the agent.

Agent Name The name of the agent. If no name is administered, this field displays EXT## where ## is the agent extension.

TIME/DAY The time or day interval specified in the command line.

Time is always expressed in 24-hour format. Start and stop times areoptional. Reports always start at the earliest time interval (either hour orhalf-hour). If no start time is given, the oldest time interval is the default. A

stop time requires an associated start time. If no stop time is given, thelast completed time interval (hour or half-hour) is the default. If no starttime or stop time is given, the report displays data accrued for theprevious 24 time intervals. If you specify dayin the command and do notinclude a start day or stop day, the report displays data accrued for theprevious 6 days and data accrued through the most recently completedinterval (hour or half-hour) for the current day.

ACD CALLS The number of ACD calls answered by this agent for all splits during thereporting interval. This value includes calls that flowed in from other splitsand Direct Agent calls.

AVG TALKTIME

The average duration of ACD calls for all splits the agent was logged into.This value includes time spent talking but does not include the amount oftime the agent was holding an ACD call or ring time at the agenttelephone. The calculation is:

TOTALAFTER CALL

The total amount of time that the agent spent in call-related or non-call-related ACW work states for all splits during the reporting interval. This

includes time agents spent on extension-in and extension-out calls whilein the ACW work mode. If an agent entered ACW in one interval, butended ACW in another interval, the appropriate amount of ACW time iscredited to each of the intervals.

Total ACD Talk Time

Total Number of ACD Calls Answered----------------------------------------------------------------------------------------------------

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TOTAL AVAILTIME

The sum of the time that the agent was available to receive ACD callsduring the reporting interval. During this time, the agent:

q

Was in Auto-In or Manual-In work mode for at least one splitq Was not in ACW in any split

q Was not on any call or placing any call (unless Multiple Call Handling[MCH] is active)

q Did not have ringing calls

TOTALAUX/OTHER

The total time that this agent was unavailable to receive calls in any splitduring the reporting interval.

A split totals AUX TIME whenever any agent is logged into the split and:

q Receives an EXTN call while in AUX or AVAIL state

q Makes an EXTN call while in AUX or AVAIL state

q Presses his or her AUX button

Note that if the agent was in Other for all logged-in splits, that time isreflected here. For example, ringing calls can cause several seconds ofAUX/OTHER time to accrue.

For the agent report, any non-ACD call time is also totaled in the AVGEXTN TIME column. Two points of contrast are:

q The measurement TOTAL AUX/OTHER is time-interval based, ratherthan call-related. For example, assuming that the previously identifiedstipulations are met, if the agent is in AUX from 9:55 to 10:05, 5minutes is recorded in the 9:00 to 10:00 time interval and 5 minutes isrecorded in the 10:00 to 11:00 time interval.

q The measurement AVG EXTN TIME is call related. For example, if anagent is on a non-ACD call from 9:55 to 10:05, the call and 10minutes of EXTN time is recorded in the 10:00 to 11:00 time interval.

Because the agent report includes some call-related items, the sum of all

items for a given hour may not exactly equal 60 minutes.EXTN CALLS The total number of non-ACD incoming and outgoing calls for this agent

during the reporting interval. Only those non-ACD calls that are originatedand/or received while the agent is logged into at least one split arecounted.

If an extension-in call is active for less than the time set for the AbandonCall Timer, the call will not be counted in this field.

Agent report (continued)

Header Definition

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AVG EXTNTIME

The average amount of time that the agent spent on non-ACD calls whilelogged into at least one split during the reporting interval. This

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