Definity G3 BCMS Operations

247 Pages·1996·1.44 MB·English

555-230-704
Issue 4
September, 1995
Table of
Contents
DEFINITY
Communications System Generic 3
Basic Call Management System
Operations
Graphics © AT&T 1988
Contents
Table of Contents i
1 Introduction 1-1
n Overview 1-1
n Organization 1-1
n Conventions Used in This Document 1-2
2 BCMS Description and Applications 2-1
n Overview 2-1
n BCMS Reports 2-1
Feature Capacity Limits (Maximums) 2-3
Hardware Configuration 2-4
n BCMS Applications 2-6
Interactions With External CMS 2-7
Interactions with VuStats 2-8
3 System Access 3-1
n Logging In and Logging Off 3-1
BCMS Login 3-2
Logging In 3-2
Logging In from a Local Terminal 3-2
Logging In from a Remote Terminal 3-3
Logging Off 3-4
n How to Change the BCMS Password 3-5
Issue 4 September 1995 iii
Contents
4 BCMS Report Generation 4-1
n Overview 4-1
Acceptable Service Level 4-1
Percent within Service Level 4-1
Acceptable Service Level Administration 4-2
BCMS Commands 4-3
Online Help 4-5
n Real-Time Reports 4-5
Monitor Command 4-6
n BCMS Split Status Report 4-6
Report Headers, Abbreviations,
and Their Definitions 4-7
Displaying the BCMS Split Status Report 4-10
Printing the BCMS Split Status Report 4-10
n BCMS System Status Report 4-10
Report Headers, Abbreviations,
and Their Definitions 4-11
Displaying the BCMS System Status Report 4-14
Printing the BCMS System Status Report 4-14
n BCMS VDN Status Report 4-14
Report Headers, Abbreviations,
and Their Definitions 4-15
Displaying the BCMS VDN Status Report 4-17
Printing the BCMS VDN Status Report 4-17
n Historical Reports 4-18
List Commands 4-18
n BCMS Agent Report 4-19
Report Headers, Abbreviations,
and Their Definitions 4-21
Displaying the BCMS Agent Report 4-23
Displaying an Hourly/Half-Hourly
Interval Report 4-23
Displaying a Daily Report 4-23
Printing the BCMS Agent Report 4-24
Printing an Hourly/Half-Hourly Interval Report 4-24
Printing a Daily Report 4-24
iv Issue 4 September 1995
Contents
Scheduling the BCMS Agent Report to Print 4-25
Scheduling an Hourly/Half-Hourly
Interval Report to Print 4-25
Scheduling a Daily Report to Print 4-26
n BCMS Agent Summary Report 4-28
Report Headers, Abbreviations,
and Their Definitions 4-29
Displaying the BCMS Agent Summary Report 4-31
Displaying an Hourly/Half-Hourly
Interval Report 4-31
Displaying a Daily Report 4-32
Printing the BCMS Agent Summary Report 4-32
Printing an Hourly/Half-Hourly Interval Report 4-32
Printing a Daily Report 4-33
Scheduling the BCMS Agent Summary
Report to Print 4-33
Scheduling an Hourly/Half-Hourly
Interval Report to Print 4-33
Scheduling a Daily Report to Print 4-35
n BCMS Split Report 4-37
Report Headers, Abbreviations,
and Their Definitions 4-39
Displaying the BCMS Split Report 4-43
Displaying an Hourly/Half-Hourly
Interval Report 4-43
Displaying a Daily Report 4-44
Printing the BCMS Split Report 4-44
Printing an Hourly/Half-Hourly Interval Report 4-44
Printing a Daily Report 4-45
Scheduling the BCMS Split Report to Print 4-45
Scheduling an Hourly/Half-Hourly
Interval Report to Print 4-45
Scheduling a Daily Report to Print 4-47
n BCMS Split Summary Report 4-49
Report Headers, Abbreviations,
and Their Definitions 4-51
Displaying the BCMS Split Summary Report 4-55
Displaying an Hourly/Half-Hourly
Interval Report 4-55
Issue 4 September 1995 v
Contents
Displaying a Daily Report 4-56
Printing the BCMS Split Summary Report 4-56
Printing an Hourly/Half-Hourly Interval Report 4-56
Printing a Daily Report 4-57
Scheduling the BCMS Split Summary
Report to Print 4-57
Scheduling an Hourly/Half-Hourly
Interval Report to Print 4-57
Scheduling a Daily Report to Print 4-59
n BCMS Trunk Group Report 4-60
Report Headers, Abbreviations,
and Their Definitions 4-62
Displaying the BCMS Trunk Group Report 4-64
Displaying an Hourly/Half-Hourly
Interval Report 4-64
Displaying a Daily Report 4-65
Printing the BCMS Trunk Group Report 4-65
Printing an Hourly/Half-Hourly Interval Report 4-65
Printing a Daily Report 4-66
Scheduling the BCMS Trunk Group
Report to Print 4-66
Scheduling an Hourly/Half-Hourly
Interval Report to Print 4-66
Scheduling a Daily Report to Print 4-68
n BCMS Trunk Group Summary Report 4-70
Report Headers, Abbreviations,
and Their Definitions 4-71
Displaying the BCMS Trunk Group
Summary Report 4-73
Displaying an Hourly/Half-Hourly
Interval Report 4-74
Displaying a Daily Report 4-74
Printing the BCMS Trunk Group Summary Report 4-75
Printing an Hourly/Half-Hourly Interval Report 4-75
Printing a Daily Report 4-75
Scheduling the BCMS Trunk Group
Summary Report to Print 4-76
Scheduling an Hourly/Half-Hourly
Interval Report to Print 4-76
Scheduling a Daily Report to Print 4-77
vi Issue 4 September 1995
Contents
n BCMS VDN Report 4-79
Report Headers, Abbreviations,
and Their Definitions 4-80
Displaying the BCMS VDN Report 4-83
Displaying an Hourly/Half-Hourly
Interval Report 4-83
Displaying a Daily Report 4-83
Printing the BCMS VDN Report 4-84
Printing an Hourly/Half-Hourly Interval Report 4-84
Printing a Daily Report 4-84
Scheduling the BCMS VDN Report to Print 4-85
Scheduling an Hourly/Half-Hourly
Interval Report to Print 4-85
Scheduling a Daily Report to Print 4-86
n BCMS VDN Summary Report 4-88
Report Headers, Abbreviations,
and Their Definitions 4-89
Displaying the BCMS VDN Summary Report 4-91
Displaying an Hourly/Half-Hourly
Interval Report 4-91
Displaying a Daily Report 4-92
Printing the BCMS VDN Summary Report 4-92
Printing an Hourly/Half-Hourly Interval Report 4-92
Printing a Daily Report 4-93
Scheduling the BCMS VDN Summary
Report to Print 4-93
Scheduling an Hourly/Half-Hourly
Interval Report to Print 4-93
Scheduling a Daily Report to Print 4-95
5 System Printer and Report Scheduler 5-1
n System Printer 5-1
G3i System Printer Administration 5-1
G3r System Printer Administration 5-3
System Printer Data Link Operation
and Maintenance 5-5
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Contents
n Report Scheduler 5-6
Print Intervals 5-6
Adding a Report to the Report Scheduler 5-6
Summary of the Steps for Printing Reports
on the System Printer 5-9
Listing Scheduled Reports 5-10
Change Command 5-11
Remove Command 5-13
6 Use of BCMS Reports for ACD Planning 6-1
n Planning/Engineering Objectives 6-1
BCMS System Status Report 6-2
BCMS Split Status Report 6-3
BCMS VDN Status Report 6-3
BCMS Trunk Group Report 6-4
BCMS Agent Report 6-4
BCMS Split or Skill Report 6-5
BCMS VDN Report 6-5
n Engineering ACD Applications with
Data Obtained from the BCMS Reports 6-5
Agent Engineering/Optimizing Guidelines 6-6
Trunk Engineering Guidelines 6-34
A Error Messages A-1
B Data Module and Printer Options B-1
n 7400A Data Module Switch Settings
for BCMS Terminals B-1
n 7400A Data Module Switch Settings
for AT&T 475 Printer B-2
viii Issue 4 September 1995
Contents
n AT&T 615 Terminal Options B-3
n AT&T 572 Printer B-3
n AT&T 475 Printer B-5
C References C-1
n Basic C-1
n Call Center C-5
n Networks C-6
n Application Specific C-6
D BMCS/CMS Report Heading Comparison D-1
n Summary of Differences D-1
ABB Abbreviations ABB-1
GL Glossary GL-1
IN Index IN1
Issue 4 September 1995 ix
Contents
x Issue 4 September 1995
1
Introduction
Overview
This document provides a comprehensive description of the Basic Call
Management System (BCMS) feature, which is available with the DEFINITY.
Communications System Generic 3 (G3). This document also describes the
Report Scheduler feature, which is often used with BCMS.
Although intended primarily for the BCMS administrator, this document may
prove useful to the system administrator, the Automatic Call Distribution (ACD)
split supervisor, the ACD administrator, and ACD agents.
Organization
This guide is divided into the following chapters and appendices:
n Chapter 1. "Introduction" is an introduction to this document.
n Chapter 2. "BCMS Description and Applications" provides a brief
overview of the BCMS feature and lists the reports, feature capacity limits,
relevant hardware considerations, and typical applications of the BCMS
feature.
n Chapter 3. "System Access" provides procedures on how to log in and
log off BCMS. This chapter also provides the procedures for changing the
BCMS password.
n Chapter 4. "BCMS Report Generation" describes the BCMS commands
that are available to the BCMS administrator followed by a display and a
description of the various reports that the commands produce.
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