Avaya Basic Call Management System (BCMS) Manual de usuario

Avaya Communication ManagerCall Center SoftwareBasic Call Management System (BCMS)Operations07-300061Issue 5.0May 2005

Preface10 BCMS OperationsRelated documentationYou might find the following Avaya CMS documentation useful. This section includes the following topics:

System printer and Report Scheduler100 BCMS OperationsRemoving scheduled reportsUse the remove report-scheduler command to remove a report from Report

Issue 5.0 May 2005 101Using reports for ACD planningThis section includes the following topics:● Planning/engineering objectives on page 101● Engineer

Using reports for ACD planning102 BCMS OperationsWork” that results in an expense to your organization, it will probably be desirable to provide fewer

Planning/engineering objectivesIssue 5.0 May 2005 103● An excessive number of calls that have abandoned the queue● A large number of agents that are a

Using reports for ACD planning104 BCMS Operations● The average length of time a call waited before abandoning during the current period● The average l

Planning/engineering objectivesIssue 5.0 May 2005 105● Place the agent into multiple splits via an administration change. You can identify those split

Using reports for ACD planning106 BCMS OperationsEngineering ACD applications with report dataWhen engineering and/or optimizing an ACD, use the Avera

Engineering ACD applications with report dataIssue 5.0 May 2005 107Agent engineering/optimizing guidelinesThe Average service time engineering tables

Using reports for ACD planning108 BCMS OperationsNote:Note: The actual busy-hour calling rate depends on the number of agents staffed and the particul

Engineering ACD applications with report dataIssue 5.0 May 2005 109percent (175 calls per hour yield 10.0 percent, but 160 calls per hour were stated)

Related documentationIssue 5.0 May 2005 11Administration documentsFor more information about Avaya CMS administration, see:● Avaya Call Management Sys

Using reports for ACD planning110 BCMS OperationsExample 3The manager of a split in an ACD knows that calls average 75 seconds and that the split rece

Engineering ACD applications with report dataIssue 5.0 May 2005 111Now you can fill in the first blank: 197 calls per hour under the 40-second delay t

Using reports for ACD planning112 BCMS Operationsy (number of agents) = 7From exact calculations, the use of six agents implies that 1 percent of the

Engineering ACD applications with report dataIssue 5.0 May 2005 113times, this yields high traffic rates, even for a small number of agents. The high

Using reports for ACD planning114 BCMS Operations80 40451 40624 40782 40875 40963 41007 41052 41074 4109790 45591 45765 45924 46018 46105 46150 46195

Engineering ACD applications with report dataIssue 5.0 May 2005 11515 seconds average service timeNumber of agentsAverage speed of answer11 15 22 30 4

Using reports for ACD planning116 BCMS Operations90 20965 21113 21254 21341 21423 21466 21510 21532 21554100 23359 23510 23653 23740 23823 23866 23910

Engineering ACD applications with report dataIssue 5.0 May 2005 11730 seconds average service timeNumber of agentsAverage speed of answer11 15 22 30 4

Using reports for ACD planning118 BCMS Operations90 10257 10368 10482 10556 10631 10670 10712 10733 10755100 11449 11563 11680 11755 11830 11870 11912

Engineering ACD applications with report dataIssue 5.0 May 2005 11945 seconds average service timeNumber of agentsAverage speed of answer11 15 22 30 4

Preface12 BCMS OperationsAvaya CMS upgrade documentsThere are several upgrade paths supported with Avaya CMS. There is a document designed to support

Using reports for ACD planning120 BCMS Operations90 6730 6814 6907 6971 7038 7074 7114 7134 7155100 7520 7607 7703 7769 7837 7874 7913 7934 7955125 94

Engineering ACD applications with report dataIssue 5.0 May 2005 12160 seconds average service timeNumber of agentsAverage speed of answer11 15 22 30 4

Using reports for ACD planning122 BCMS Operations90 4987 5052 5129 5184 5244 5278 5315 5335 5356100 5576 5645 5725 5781 5843 5877 5915 5935 5956125 70

Engineering ACD applications with report dataIssue 5.0 May 2005 12390 seconds average service timeNumber of agentsAverage speed of answer11 15 22 30 4

Using reports for ACD planning124 BCMS Operations90 3311 3365 3407 3456 3485 3519 3537 3557 3567100 3703 3760 3804 3854 3884 3918 3937 3957 3967125 46

Engineering ACD applications with report dataIssue 5.0 May 2005 125120 seconds average service timeNumber of agentsAverage speed of answer11 15 22 30

Using reports for ACD planning126 BCMS Operations90 2454 2493 2526 2566 2592 2622 2639 2658 2668100 2746 2788 2822 2864 2891 2921 2939 2958 2967125 34

Engineering ACD applications with report dataIssue 5.0 May 2005 127180 seconds average service timeNumber of agentsAverage speed of answer11 15 22 30

Using reports for ACD planning128 BCMS Operations90 1612 1635 1656 1684 1703 1728 1743 1759 1769100 1804 1829 1852 1882 1902 1927 1942 1959 1968125 22

Engineering ACD applications with report dataIssue 5.0 May 2005 129240 seconds average service timeNumber of agentsAverage speed of answer11 15 22 30

Related documentationIssue 5.0 May 2005 13For information about CUE upgrade procedures, see:● Avaya Call Management System Release 13 Sun Blade 100/15

Using reports for ACD planning130 BCMS Operations90 1198 1213 1227 1248 1263 1283 1296 1311 1320100 1341 1358 1373 1395 1411 1432 1445 1461 1469125 17

Engineering ACD applications with report dataIssue 5.0 May 2005 131300 seconds average service timeNumber of agentsAverage speed of answer11 15 22 30

Using reports for ACD planning132 BCMS Operations90 952 963 973 989 1001 1018 1029 1043 1050100 1067 1078 1089 1106 1119 1137 1148 1162 1170125 1354 1

Engineering ACD applications with report dataIssue 5.0 May 2005 133600 seconds average service timeNumber of agentsAverage speed of answer11 15 22 30

Using reports for ACD planning134 BCMS Operations90 473 476 482 487 495 501 509 514 521100 530 533 539 545 553 560 568 574 581125 672 677 684 691 700

Engineering ACD applications with report dataIssue 5.0 May 2005 135Trunk Engineering GuidelinesThe number of trunks required for a typical ACD ranges

Using reports for ACD planning136 BCMS Operations● In the column corresponding to the desired grade of service (for example, 1 percent blocking probab

Engineering ACD applications with report dataIssue 5.0 May 2005 137Therefore, the agency will need 15 trunks to satisfy its customers.ACD trunk engine

Using reports for ACD planning138 BCMS Operations80 52.68 54.07 56.07 57.75 59.60 62.35 64.71 67.31 71.0890 60.92 62.42 64.60 66.42 68.42 71.40 73.94

Issue 5.0 May 2005 139Appendix A: BCMS/CMS report heading comparisonThis appendix provides a comparison of reports and report headings for BCMS and CM

Preface14 BCMS Operations

BCMS/CMS report heading comparison140 BCMS Operations● The system supports “ring” state when reporting on ACD calls to the CMS. CMS tracks the time th

Report heading comparison tablesIssue 5.0 May 2005 141Report heading comparison tablesThis section contains tables that show the differences between B

BCMS/CMS report heading comparison142 BCMS OperationsOther agts on ACD or in ACW for another split, with calls ringing or calls on holdSplit ReportAge

Report heading comparison tablesIssue 5.0 May 2005 143BCMS system status (real-time) report and CMS real-time split reportBCMS column Description CMS

BCMS/CMS report heading comparison144 BCMS OperationsOLDEST CALL time oldest call has waitedOldest Call -ACD CALLS completed ACD/DA callsACD Calls -AV

Report heading comparison tablesIssue 5.0 May 2005 145BCMS agent report and CMS agent summaryBCMS column Description CMS column/DB itemCMS notesAgent

BCMS/CMS report heading comparison146 BCMS OperationsBCMS split summary and CMS split summaryBCMS column Description CMS column/DB itemCMS notesSplit

Report heading comparison tablesIssue 5.0 May 2005 147AVG STAFF avg # people staffed during periodAvg Pos Stf -% IN SERV LEVL% calls answered within s

BCMS/CMS report heading comparison148 BCMS OperationsBCMS trunk group summary and CMS trunk group summary reportBCMS column Description CMS column/DB

Report heading comparison tablesIssue 5.0 May 2005 149CALLS OFFEREDcalls that used the VDNCalls Offered -ACD CALLS ACD/DA calls answered by agent; for

Issue 5.0 May 2005 15BCMS descriptionBCMS helps you monitor the operations of your ACD application. BCMS collects data related to the calls on the swi

BCMS/CMS report heading comparison150 BCMS Operations

Issue 5.0 May 2005 151 Glossaryabandoned call An incoming call in which the caller hangs up before the call is answered.ACD See Automatic Call Distrib

Auto-In Work mode152 BCMS OperationsAuto-In Work mode One of four agent work modes: the mode in which an agent is ready to process another call as soo

OQTIssue 5.0 May 2005 153direct agent calling An Expert Agent Selection (EAS) capability that makes it possible for a caller to reach the same agent e

other split154 BCMS Operationsother split The work state that indicates that an agent is currently active on another split call, or in ACW for another

work stateIssue 5.0 May 2005 155system-status report A report that provides real-time status information for internally measured splits.system manager

work state156 BCMS Operations

Issue 5.0 May 2005 157IndexAacceptable service leveladministration of . . . . . . . . . . . . . . . . 19definition. . . . . . .

158 BCMS Operationspurpose . . . . . . . . . . . . . . . . . 43, 103BCMS Split Report . . . . . . . . . . . . . . .

Issue 5.0 May 2005 159PC requirementsfor collecting report data . . . . . . . . . . . . 17peak traffic . . . . . . . . . . .

BCMS description16 BCMS OperationsReportsThe BCMS feature provides the following reports:● Real-time reports that present data on:- All splits, on a s

160 BCMS Operationspaper jams . . . . . . . . . . . . . . . . . . . 93parameters . . . . . . . . . . . . . . . . .

Printing and storing reportsIssue 5.0 May 2005 17Printing and storing reportsThe BCMS reports may be displayed on an administration terminal or printe

BCMS description18 BCMS OperationsAcceptable Service LevelBefore using BCMS, you should understand the concept of Acceptable Service Level and set the

System capacitiesIssue 5.0 May 2005 19● calls offered - Is the total number of completed calls that accessed the VDN during the current interval.Accep

© 2004 Avaya Inc.All Rights Reserved.NoticeWhile reasonable efforts were made to ensure that the information in this document was complete and accurat

BCMS description20 BCMS OperationsInteractionsThis section includes the following topics:● CMS on page 20● VuStats on page 20CMSFrom the administratio

Issue 5.0 May 2005 21System accessThis section includes the following topics:● Logging in and logging off on page 21● How to change the BCMS password

System access22 BCMS Operations- The system printer while printing- A journal/log printer when administeredWhen the switch is configured with more tha

Logging in and logging offIssue 5.0 May 2005 234. Enter the appropriate terminal type. In most cases, use the default terminal type that the system di

System access24 BCMS OperationsHow to change the BCMS passwordAny user can change the password for their own login ID. Only users with special privile

Issue 5.0 May 2005 25Generating reportsThis chapter describes the procedures for displaying and printing real-time reports and for displaying, printin

Generating reports26 BCMS Operations● Displaying real-time reports on page 26● Printing real-time reports on page 26Displaying real-time reportsTo dis

Displaying and printing real-time reportsIssue 5.0 May 2005 27Commands for printing real-time reportsTo view the Enter WhereSplit status report monito

Generating reports28 BCMS OperationsDisplaying, printing, and scheduling historical reportsThe list commands are used to display historical informatio

Displaying, printing, and scheduling historical reportsIssue 5.0 May 2005 29This section includes the following topics:● Displaying historical reports

Issue 5.0 May 2005 3Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Generating reports30 BCMS OperationsAgent summary report (hourly/half-hourly)list bcms summary agent ## time staffed xx:xx xx:xx## is a valid agent ex

Displaying, printing, and scheduling historical reportsIssue 5.0 May 2005 31Trunk group report (hourly/half-hourly)list bcms trunk ## time xx:xx xx:xx

Generating reports32 BCMS OperationsPrinting historical reportsIf you do not have a printer directly connected to your terminal, see Scheduling histor

Displaying, printing, and scheduling historical reportsIssue 5.0 May 2005 335. Press RETURN. The report prints on the printer that is attached to your

Generating reports34 BCMS OperationsSplit report (daily) list bcms split ## day xx/xx xx/xx print## is an administered split measured by BCMS.The firs

Displaying, printing, and scheduling historical reportsIssue 5.0 May 2005 35Scheduling historical reportsThe Report Scheduler allows you to schedule t

Generating reports36 BCMS Operations2. Press RETURN.The Report Scheduler screen displays on your screen. The cursor is located in the Print Interval f

Displaying, printing, and scheduling historical reportsIssue 5.0 May 2005 376. When you are finished, press ENTER.The report has been scheduled, and t

Generating reports38 BCMS OperationsAgent summary report (daily)list bcms summary agent ## day staffed xx/xx xx/xx schedule## is a valid agent extensi

Displaying, printing, and scheduling historical reportsIssue 5.0 May 2005 39Trunk group summary report (hourly/half-hourly)list bcms summary trunk ##

Contents4 BCMS OperationsGenerating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Generating reports40 BCMS Operations

Issue 5.0 May 2005 41Report referenceThis section includes a quick reference to the commands that you can use to display, print, and schedule BCMS rep

Report reference42 BCMS Operations Report commands tableAction Object Qualifiers1 2monitor bcms split split number [print]bcms system [split number] [

Real-time reportsIssue 5.0 May 2005 43Real-time reportsBCMS provides three real-time reports:● BCMS split status● BCMS system status● BCMS VDN statusT

Report reference44 BCMS Operationsapproximately every 30 seconds, you can immediately update the information on the screen by pressing UPDATE. At the

Real-time reportsIssue 5.0 May 2005 45Oldest Call The number of minutes and seconds that the oldest call in queue has been waiting to be answered. Thi

Report reference46 BCMS OperationsOther The number of agents in this split who:● Are on a call from another split● Are in ACW work mode for another sp

Real-time reportsIssue 5.0 May 2005 47System status reportThis section includes the following topics:● Command on page 47● Description on page 47● Sam

Report reference48 BCMS OperationsSample reportHeader definitions monitor bcms systemBCMS SYSTEM STATUSDate: 12:53 MON MAY 15, 1995AVG AVG AVG AVG % I

Real-time reportsIssue 5.0 May 2005 49AVG SPEED ANSThe average amount of time it takes before the calls are answered by agents. This value includes ti

ContentsIssue 5.0 May 2005 5Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Report reference50 BCMS OperationsVDN status reportThis section includes the following topics:● Command on page 51● Description on page 51AVG TALK TIM

Real-time reportsIssue 5.0 May 2005 51● Sample report on page 51● Header definitions on page 51Commandmonitor bcms vdn extension [print]DescriptionThe

Report reference52 BCMS OperationsOLDEST CALLThe time the oldest call currently waiting has waited in the VDN. Timing starts when the call enters the

Real-time reportsIssue 5.0 May 2005 53CALLS BUSY/DISCThe number of calls that were forced busy or forced disconnect during the current interval. This

Report reference54 BCMS OperationsHistorical reportsBCMS provides eight historical reports. These reports give you information for an interval of time

Historical reportsIssue 5.0 May 2005 55Agent reportThis section includes the following topics:● Command on page 55● Description on page 55● Sample rep

Report reference56 BCMS OperationsSample reportsHourly reportDaily report list bcms agent 4222 8:00BCMS AGENT REPORTSwitch Name: Lab Model Date: 11:0

Historical reportsIssue 5.0 May 2005 57Header definitionsAgent reportHeader DefinitionAgent The extension or login ID of the agent.Agent Name The name

Report reference58 BCMS OperationsTOTAL AVAIL TIMEThe sum of the time that the agent was available to receive ACD calls during the reporting interval.

Historical reportsIssue 5.0 May 2005 59Agent summary reportThis section includes the following topics:● Command on page 59● Description on page 59● Sa

Contents6 BCMS OperationsTrunk Engineering Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Appen

Report reference60 BCMS OperationsSample reportsHourly summaryDaily summary list bcms summary agent 4222-4224 4869 time 8:00-12:00BCMS AGENT SUMMARY R

Historical reportsIssue 5.0 May 2005 61Header definitionsAgent summary reportHeader DefinitionTime/Day The time or day interval specified in the comma

Report reference62 BCMS OperationsTOTAL AVAIL TIMEThe sum of the time that the agent was available to receive ACD calls during the current interval. D

Historical reportsIssue 5.0 May 2005 63Split reportThis section includes the following topics:● Command on page 63● Description on page 63● Sample rep

Report reference64 BCMS Operations● A completed call may span more than one time interval. ACD calls that are in process (have not terminated) are cou

Historical reportsIssue 5.0 May 2005 65Header definitionsSplit reportHeader DefinitionSplit The split number specified with the command line. Split Na

Report reference66 BCMS OperationsABAND CALLSThe total number of ACD calls that have hung up while waiting to be answered during this time interval. T

Historical reportsIssue 5.0 May 2005 67FLOW OUT The total number of calls queued to this split that were:● Successfully sent to the split coverage poi

Report reference68 BCMS OperationsSplit summary reportThis section includes the following topics:● Command on page 69TOTAL AUX/OTHERThe total time tha

Historical reportsIssue 5.0 May 2005 69● Description on page 69● Sample reports on page 70● Header definitions on page 71Commandlist bcms summary spli

Issue 5.0 May 2005 7PrefaceThis section includes the following topics: ● Purpose on page 7● Intended users on page 8● Overview on page 8● Conventions

Report reference70 BCMS OperationsSample reportsHourly summaryDaily summary list bcms summary split 5 3 time 9:00-16:00BCMS SPLIT SUMMARY REPORTSwitch

Historical reportsIssue 5.0 May 2005 71Header definitionsSplit summary reportHeader DefinitionTime/Day The time or day interval specified in the comma

Report reference72 BCMS OperationsAVG ABAND TIMEThe average time before an ACD call abandons. This value does not include any time spent in another sp

Historical reportsIssue 5.0 May 2005 73FLOW OUT (continued)In a multiple split-queuing environment, inflows and outflows become a bit more complicated

Report reference74 BCMS OperationsTrunk group reportThis section includes the following topics:● Command on page 74● Description on page 74● Sample re

Historical reportsIssue 5.0 May 2005 75for the trunk group. Depending on specifics from the command line, the information may be displayed as either a

Report reference76 BCMS OperationsDaily reportHeader definitions list bcms trunk 1 day 4/17BCMS TRUNK GROUP REPORTSwitch Name: Lab Model Date: 12:59

Historical reportsIssue 5.0 May 2005 77INCOMING ABANDThe number of incoming calls that queued to ACD splits, then abandoned without being answered by

Report reference78 BCMS OperationsTrunk group summary reportThis section includes the following topics:● Command on page 78● Description on page 79● S

Historical reportsIssue 5.0 May 2005 79DescriptionThe BCMS trunk group summary report provides information about BCMS-measured trunk groups. You can s

Preface8 BCMS OperationsIntended usersThis document is written for BCMS administrators.This document might be useful for system administrators, Automa

Report reference80 BCMS OperationsDaily reportHeader definitions list bcms trunk sum 23 day 5/17/92BCMS TRUNK GROUP SUMMARY REPORTSwitch Name: Lab Mod

Historical reportsIssue 5.0 May 2005 81INCOMING TIMEThe average holding time for incoming calls to this trunk group during the specified reporting int

Report reference82 BCMS OperationsVDN reportThis section includes the following topics:● Command on page 82● Description on page 83● Sample reports on

Historical reportsIssue 5.0 May 2005 83DescriptionThe BCMS VDN report provides statistical information for the specified VDN. Depending on specifics f

Report reference84 BCMS OperationsDaily reportHeader definitionlist bcms vdn 12345 day 5/14BCMS VECTOR DIRECTORY NUMBER REPORTSwitch Name: Lab Model

Historical reportsIssue 5.0 May 2005 85ACD CALLS The total number of calls to the VDN that ended in the specified interval and were answered by an age

Report reference86 BCMS OperationsVDN summary reportThis section includes the following topics:● Command on page 87● Description on page 87FLOW OUT Th

Historical reportsIssue 5.0 May 2005 87● Sample reports on page 87● Header definitions on page 88Commandlist bcms summary vdn extension [time] [start

Report reference88 BCMS OperationsDaily summary reportHeader definitions list bcms summary vdn 12345 day 5/14BCMS VECTOR DIRECTORY NUMBER SUMMARY REPO

Historical reportsIssue 5.0 May 2005 89AVG SPEED ANSWThe average speed of answer for answered ACD and CONNect calls that have ended for this VDN durin

Conventions and terminologyIssue 5.0 May 2005 9Conventions and terminologyIf you see any of the following safety labels in this document, take careful

Report reference90 BCMS OperationsCALLS BUSY/DISCThe total number of calls that were forced busy or forced disconnect during the current interval. Thi

Issue 5.0 May 2005 91System printer and Report SchedulerThe Report Scheduler is enabled on the System-Parameters Features screen. Only an authorized r

System printer and Report Scheduler92 BCMS OperationsSystem printer administrationUse the Feature-Related System Parameters screen to administer the h

System printerIssue 5.0 May 2005 93System printer data link operation and maintenanceOperation and maintenance of the system printer data link is sign

System printer and Report Scheduler94 BCMS OperationsIf the system printer link generates either a Warning alarm or a Minor alarm, the problem should

Report SchedulerIssue 5.0 May 2005 95printing is not wanted, the print interval must be changed to deferred or scheduled and a day and print time must

System printer and Report Scheduler96 BCMS OperationsPrinting reports on the system printerTo print a report on the system printer:1. Execute a comman

Report SchedulerIssue 5.0 May 2005 97Listing scheduled reportsTo display a list of all reports that are on Report Scheduler, enter the list report-sch

System printer and Report Scheduler98 BCMS OperationsChanging scheduled reportsUse the change report-scheduler command to change the schedule of a rep

Report SchedulerIssue 5.0 May 2005 99Note:Note: When an existing print job is rescheduled, that print job is moved to the bottom of the print queue, r