Avaya 555-233-001 manual Basic Call Management System Call Center

Basic Call Management System 5 Call Center

Basic Call Management System

The Basic Call Management System (BCMS), an integrated, internal capability of DEFINITY ONE, is a cost-effective solution for small start-up Call Centers or for existing companies with minimum system-measuring/reporting requirements. BCMS helps you fine-tune your Call Center’s operation by providing reports with the data necessary to measure Call Center agent performance.

This feature offers call-management control and reporting at a low cost for Call Centers of up to 50 agents. BCMS is ideal for companies that need call management features.

BCMS collects and processes DEFINITY ONE ACD call data (up to 7 days) within the system; an adjunct processor is not required to produce call-management reports.

BCMS provides various measurements for monitoring the operations of an ACD application. BCMS software organizes ACD calls and Call Center measurements into different reports that supply useful information for managing ACD facilities and personnel. The reports can be displayed on the system administration terminal in real time.

The following reports can be generated:

•Real-time reports

~Agent Status

~System Status

~Vector Directory Number Status

•Historical reports

~Agent

~Agent Summary

~Split

~Split Summary

~Trunk Group

~Vector Directory Number

Overview
555-233-001 — Issue 2 — November 2000	5-5