AT&T 555-230-520 manual Bcms Reports

Using BCMS/CMS Reports to Evaluate Call Vectoring

Activity

■Vector Report summarizes vector activities. Among other information, the report provides the number of Vector Flow Ins/Outs, calls forced busy, and calls forced disconnect. Vector Flow In pertains to calls that flow into a vector from another vector via a route-toor goto vector command. Vector Flow Out pertains to calls that successfully flow out of a vector via a route-toor goto vector command.

BCMS Reports

BCMS has a real-time split report, split historical reports, real-time VDN reports, and VDN historical reports. The following list identifies and describes several BCMS reports that summarize Call Vectoring activity. For more information on these and other related reports, refer to DEFINITY Communications System Generic 3 Basic Call Management System (BCMS) Operations manual 555-230- 704.

■BCMS Split Report summarizes the call activity for an entire split. The information can be requested either daily or by the administered time period. Among other information, the report provides the total number of flow ins (inflows) and flow outs (outflows). The report also provides the average speed of answer time for calls handled by the split during the indicated time period.

■VDN Summary Report summarizes statistical information for all internally- measured VDNs. The information can be requested by the administered time interval or daily. The "list bcms vdn" report gives multiple time periods or days for a single VDN. The "list bcms summary vdn" report gives a one-line summary per vdn (with data from the specified times or days), but can give the data for numerous vdns.

The report also indicates the total number of flow outs, specifically, the number of calls that are advanced to another position via a successful route-toor messaging split command. This includes adjunct routing, calls forwarded, calls routed to a VDN, and calls picked up by an agent who is not in the split to which the call is queued by the VDN. Calls that are answered by an attendant (via a route-tocommand) are also tracked as outflow. However, calls that encounter a goto vector command are not shown as outflows. No further measurements are taken on the calls once the calls have outflowed. If an outflowed call later abandons, this is not indicated in the report.

Among other information, the VDN report provides a total for offered calls, answered calls, abandoned calls, and also one for calls that were either

‘‘forced busy’’ or ‘‘forcedisconnectd .’’

■VDN Real-Time Report provides statistical information including the number of calls currently waiting and the oldest call waiting. The VDN real-time report has the same characteristics as other real-time BCMS reports.

Issue 4 September 1995 F-15