Avaya Basic Call Management System (BCMS) Manual de usuario Pagina 159
- Pagina / 160
- Tabla de contenidos
- MARCADORES
Valorado. / 5. Basado en revisión del cliente
Issue 5.0 May 2005 159
PC requirements
for collecting report data . . . . . . . . . . . . 17
peak traffic . . . . . . . . . . . . . . . . . . . . 104
percent of time that all trunks within this group are busy104
percent within service level
calculation for hunt groups . . . . . . . . . . . 18
calculation for VDNs . . . . . . . . . . . . . . 18
how calculated . . . . . . . . . . . . . . . . . 18
percentage of calls answered with in service level . . 102
performance . . . . . . . . . . . . . . . . . . . 20
print intervals . . . . . . . . . . . . . . . . . 94, 95
printer
hardware administration
. . . . . . . . . . . . 92
problem indicators concerning splits . . . . . . . . 102
R
real-time status reports
description
. . . . . . . . . . . . . . . . . . . 25
remove command . . . . . . . . . . . . . . . . . 100
Report Scheduler feature . . . . . . . . . . . . . 94
adding a report . . . . . . . . . . . . . . . . . 94
change command . . . . . . . . . . . . . . . 98
enabling . . . . . . . . . . . . . . . . . . . . 91
print intervals . . . . . . . . . . . . . . . . . 94
purpose . . . . . . . . . . . . . . . . . . . . 94
remove command . . . . . . . . . . . . . . . 100
what it prints . . . . . . . . . . . . . . . . . . 91
Report Scheduler screen
field descriptions . . . . . . . . . . . . . . . . 97
reports
adding to Report Scheduler . . . . . . . . . . . 94
BCMS . . . . . . . . . . . . . . . . . . . . . 16
BCMS Agent Report . . . . . . . . . . . . . . 55
ACD planning. . . . . . . . . . . . . . . . 104
BCMS Agent Summary Report . . . . . . . . . 59
BCMS Split or Skill Report
ACD planning
. . . . . . . . . . . . . . . . 105
BCMS Split or Skill Status Report
ACD planning
. . . . . . . . . . . . . . . . 103
BCMS Split Report . . . . . . . . . . . . . . . 63
BCMS Split Status Report . . . . . . . . . . . 43
BCMS Split Summary Report . . . . . . . . . . 68
BCMS System Status Report . . . . . . . . . . 47
ACD planning. . . . . . . . . . . . . . . . 102
BCMS Trunk Group Report . . . . . . . . . . . 74
ACD planning. . . . . . . . . . . . . . . . 104
BCMS Trunk Group Summary Report . . . . . . 78
BCMS VDN Report . . . . . . . . . . . . . . . 82
ACD planning. . . . . . . . . . . . . . . . 105
BCMS VDN Status Report . . . . . . . . . . . 50
ACD planning . . . . . . . . . . . . . . . 103
BCMS VDN Summary Report . . . . . . . . . . 86
changing schedule . . . . . . . . . . . . . . . 98
CMS VDN Status Report . . . . . . . . . . . . 50
displaying list of scheduled reports . . . . . . . . 97
displaying real-time status reports . . . . . . . . 25
listing scheduled . . . . . . . . . . . . . . . . 97
maximum number for printing . . . . . . . . . . 94
maximum per night . . . . . . . . . . . . . . 102
on agents . . . . . . . . . . . . . . . . . . . 16
on splits . . . . . . . . . . . . . . . . . . . . 16
on trunk groups . . . . . . . . . . . . . . . . . 16
on VDNs . . . . . . . . . . . . . . . . . . . . 16
removing from Report Scheduler . . . . . . . . 100
specifying day and time to print . . . . . . . . . 94
steps for printing using Report Scheduler feature . 96
type of
list reports
. . . . . . . . . . . . . . . . . . 16
monitor reports . . . . . . . . . . . . . . . 16
when scheduled reports cannot be printed . . . . 91
S
screen
Customer Options. . . . . . . . . . . . . . . . 19
Hunt Group. . . . . . . . . . . . . . . . . . . 19
System-Parameters Customer Options . . . . . . 91
VDN . . . . . . . . . . . . . . . . . . . . . . 19
service level
acceptable . . . . . . . . . . . . . . . . . . . 18
percent within. . . . . . . . . . . . . . . . . . 18
setting the field . . . . . . . . . . . . . . . . . 18
Split or Skill Status Report
purpose
. . . . . . . . . . . . . . . . . . . . 43
Split Status Report . . . . . . . . . . . . . . . . . 43
Split Summary Report . . . . . . . . . . . . . . . 68
splits
backup
when to add more
. . . . . . . . . . . . . 105
identifying busy times . . . . . . . . . . . . . 105
staffed agents
determining if enough for incoming calls
. . . . 103
system printer . . . . . . . . . . . . . . . . . . . 91
administering hardware parameters . . . . . . . 92
assumptions about operation . . . . . . . . . . 93
data link
maintenance
. . . . . . . . . . . . . . . . 93
operation . . . . . . . . . . . . . . . . . . 93
operational states . . . . . . . . . . . . . . 93
minor alarm. . . . . . . . . . . . . . . . . . . 94
operation different from CDR and journal printer . 93
- Avaya Communication Manager 1
- Call Center Software 1
- Contents 3
- 6 BCMS Operations 6
- Issue 5.0 May 2005 7 7
- Intended users 8
- Overview 8
- Conventions and terminology 9
- Reasons for reissue 9
- Related documentation 10
- Administration documents 11
- Hardware documents 11
- Call Center documents 11
- Avaya CMS upgrade documents 12
- Documentation Web sites 13
- 14 BCMS Operations 14
- BCMS description 15
- 16 BCMS Operations 16
- Printing and storing reports 17
- Acceptable Service Level 18
- System capacities 19
- Interactions 20
- System access 21
- BCMS login ID 22
- Logging in 22
- Logging off 23
- 24 BCMS Operations 24
- Generating reports 25
- Displaying real-time reports 26
- Printing real-time reports 26
- Issue 5.0 May 2005 27 27
- 28 BCMS Operations 28
- Displaying historical reports 29
- 30 BCMS Operations 30
- Issue 5.0 May 2005 31 31
- Printing historical reports 32
- Issue 5.0 May 2005 33 33
- 34 BCMS Operations 34
- Scheduling historical reports 35
- 36 BCMS Operations 36
- Issue 5.0 May 2005 37 37
- 38 BCMS Operations 38
- Issue 5.0 May 2005 39 39
- 40 BCMS Operations 40
- Report reference 41
- 42 BCMS Operations 42
- Real-time reports 43
- Sample report 44
- Header definitions 44
- Issue 5.0 May 2005 45 45
- 46 BCMS Operations 46
- Issue 5.0 May 2005 49 49
- Description 51
- 52 BCMS Operations 52
- Issue 5.0 May 2005 53 53
- Historical reports 54
- Sample reports 56
- Total Ext Time 58
- Total Number of Ext Calls 58
- Agent summary report 59
- 66 BCMS Operations 66
- Issue 5.0 May 2005 67 67
- Split summary report 68
- 72 BCMS Operations 72
- Total Staff Time 73
- Time Interval 73
- Issue 5.0 May 2005 77 77
- Trunk group summary report 78
- Issue 5.0 May 2005 81 81
- Header definition 84
- Issue 5.0 May 2005 85 85
- VDN summary report 86
- Issue 5.0 May 2005 89 89
- 90 BCMS Operations 90
- System printer 91
- System printer administration 92
- Issue 5.0 May 2005 93 93
- Report Scheduler 94
- Issue 5.0 May 2005 95 95
- 96 BCMS Operations 96
- Listing scheduled reports 97
- Changing scheduled reports 98
- Issue 5.0 May 2005 99 99
- Removing scheduled reports 100
- Issue 5.0 May 2005 101 101
- System status report 102
- Split status report 103
- VDN status report 103
- Agent report 104
- Trunk group report 104
- Split report 105
- VDN report 105
- About interpolation 106
- Issue 5.0 May 2005 107 107
- Agent engineering examples 108
- Example 2 109
- Example 3 110
- Issue 5.0 May 2005 111 111
- 112 BCMS Operations 112
- Issue 5.0 May 2005 113 113
- 114 BCMS Operations 114
- Issue 5.0 May 2005 115 115
- 116 BCMS Operations 116
- Issue 5.0 May 2005 117 117
- 118 BCMS Operations 118
- Issue 5.0 May 2005 119 119
- 120 BCMS Operations 120
- Issue 5.0 May 2005 121 121
- 122 BCMS Operations 122
- Issue 5.0 May 2005 123 123
- 124 BCMS Operations 124
- Issue 5.0 May 2005 125 125
- 126 BCMS Operations 126
- Issue 5.0 May 2005 127 127
- 128 BCMS Operations 128
- Issue 5.0 May 2005 129 129
- 130 BCMS Operations 130
- Issue 5.0 May 2005 131 131
- 132 BCMS Operations 132
- Issue 5.0 May 2005 133 133
- 134 BCMS Operations 134
- Trunk Engineering Guidelines 135
- 136 BCMS Operations 136
- Issue 5.0 May 2005 137 137
- 138 BCMS Operations 138
- Summary of differences 139
- 140 BCMS Operations 140
- Issue 5.0 May 2005 141 141
- 142 BCMS Operations 142
- Issue 5.0 May 2005 143 143
- 144 BCMS Operations 144
- Issue 5.0 May 2005 145 145
- 146 BCMS Operations 146
- Issue 5.0 May 2005 147 147
- 148 BCMS Operations 148
- Issue 5.0 May 2005 149 149
- 150 BCMS Operations 150
- Glossary 151
- Auto-In Work mode 152
- 152 BCMS Operations 152
- Issue 5.0 May 2005 153 153
- 154 BCMS Operations 154
- Issue 5.0 May 2005 155 155
- 156 BCMS Operations 156
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