PDF Avaya Communication Manager Call Center Software

Avaya Communication Manager Call Center Software

Basic Call Management System (BCMS) Operations

07-300061 Issue 5.0 May 2005

? 2004 Avaya Inc. All Rights Reserved.

Notice

While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

Documentation disclaimer

Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User.

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linked Web sites and does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages.

Warranty

Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya's standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site:



Preventing toll fraud

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

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Web site:



Providing telecommunications security

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

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

An "outside party" is anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf. Whereas, a "malicious party" is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.

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

? Use (of capabilities special to the accessed equipment) ? Theft (such as, of intellectual property, financial assets, or

toll-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 associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human and data privacy, intellectual property, material assets, financial resources, labor costs, and legal costs).

Your responsibility for your company's telecommunications security

The final responsibility for securing both this system and its networked equipment 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 a variety of sources, including, but not limited to:

? Installation 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 and your peers should carefully program and configure:

? Your Avaya-provided telecommunications systems and their interfaces

? Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces

? Any other equipment networked to your Avaya products.

Trademarks

Avaya is a trademark of Avaya Inc.

All non-Avaya trademarks are the property of their respective owners.

Document ordering information: Avaya Publications Center

Voice:

+1-207-866-6701 1-800-457-1764 (Toll-free, U.S. and Canada only)

Fax:

+1-207-626-7269 1-800-457-1764 (Toll-free, U.S. and Canada only)

Write:

Globalware Solutions 200 Ward Hill Avenue Haverhill, MA 01835 USA Attention: Avaya Account Manager

Web:



E-mail:

totalware@

Order:

Document No. 07-300061, Issue 5.0 May 2005

For the most current versions of documentation, go to the Avaya support Web site:



COMPAS

This document is also available from the COMPAS database. The COMPAS ID for this document is 107011.

Avaya support

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



Avaya Communication Manager Call Center Software

Basic Call Management System (BCMS) Operations

Contents

Preface

........................................

7

Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

7

Intended users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

8

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

8

Conventions and terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

9

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

9

Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Change description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Software documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Administration documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Hardware documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Call Center documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Avaya CMS upgrade documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Base load upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Platform upgrades and data migration . . . . . . . . . . . . . . . . . . . . . . . . 12

Avaya Call Management System Upgrade Express (CUE) . . . . . . . . . . . . . . 12

Documentation Web sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

BCMS description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Printing and storing reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Acceptable Service Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Percent within service level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Acceptable Service Level administration . . . . . . . . . . . . . . . . . . . . . . . . 19 System capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 VuStats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

System access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Logging in and logging off. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Constraints for accessing BCMS data . . . . . . . . . . . . . . . . . . . . . . . . . 21 BCMS login ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Logging in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

How to change the BCMS password. . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Issue 5.0 May 2005 3

Contents

Generating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Displaying and printing real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . 25 Displaying real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Printing real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Displaying, printing, and scheduling historical reports. . . . . . . . . . . . . . . . . . . 28 Displaying historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Printing historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Scheduling historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Report reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Report commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Real-time reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Split status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Sample report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

System status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Sample report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

VDN status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Sample report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Types of BCMS historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Agent report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Agent summary report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Split report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Split summary report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

4 BCMS Operations

Contents

Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Trunk group report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Trunk group summary report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 VDN report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Header definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 VDN summary report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Sample reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Header definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

System printer and Report Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . 91

System printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 System printer administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 System printer data link operation and maintenance . . . . . . . . . . . . . . . . . . 93

Report Scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Print intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Adding a report to Report Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Printing reports on the system printer. . . . . . . . . . . . . . . . . . . . . . . . . . 96 Listing scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Changing scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Removing scheduled reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Using reports for ACD planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Planning/engineering objectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 System status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Split status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 VDN status report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Trunk group report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 Agent report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 Split report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 VDN report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Engineering ACD applications with report data . . . . . . . . . . . . . . . . . . . . . . 106 About interpolation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Agent engineering/optimizing guidelines . . . . . . . . . . . . . . . . . . . . . . . . 107 Agent engineering examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 Average service time engineering tables . . . . . . . . . . . . . . . . . . . . . . . . 112

Issue 5.0 May 2005 5

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