IP PBX AND CALL CENTER SOLUTION.

GII PHP CHO FIMEXCO

Cnh tranh hin nay khng ch dng li gi c ca dch v na m n cn i hi cc nh cung cp dch v tht s phi nng cao cht lng dch v khch hng, khch hng tht s l trung tm ca mi dch v, dch v khch hng tr thnh thc o khch hng quyt nh la chn nh cung cp cho mnh Gii php IP PBX v Call Center ca Avaya do CMC & Sun Ivy xut mang li cho FIMEXCO mt dch v khch hng chuyn nghip tht s m bt c khch hng no cng mun c

CMC & SUN IVY Thng 4, 2008

NI DUNG
Avaya Call Center Basic...................................................................22 AvayaBasic Call Management System.................................................26 Sample BCMS Reports.........................................................................27

1. Gii thiu chung v gii php Gii php ca chng ti da vo nn tng cng ngh tin tin nht ca nh cung cp gii php IP PBX v Call Center hng u trn th gii: Avaya. Vi rt nhiu kinh nghim t vn, trin khai, tch hp h thng, cho cc khch hng ln nh Citibank, GE, JP Morgan, ACE Life, Prudential, Sacombank, chng ti tin tng rng gii php ca chng ti mang li khng nhng p ng c tt c cc nhu cu hin ti ca FIMEXCO m cn sn sng cho mi yu cu pht trin trong tng lai m khng cn phi thay th bt k thit b no ca h thng. Gii php ca chng ti bao gm cc thnh phn sau: H thng Tng i theo cu trc tin tin nht, Media Server Media Gateway, vi tin cy cao, c kh nng t n 99,999%, ngha l thi gian ngng hot ng khng do ch nh hn 5 pht / nm. H thng phn mm Avaya Communication Manager l h thng x l thoi chnh cho ton h thng Contact Center, chy trn nn Linux Enterprise vi n nh cao v kh nng an ton tuyt i. H thng Call Center, phn mm phn phi cuc gi t ng, Avaya Call Center Basic, chy trn h thng Media Server, Avaya Communication Manager. Vi n nh cao, cc thut ton phn phi cuc gi cho php mang li s hi lng cho ngi gi v hiu qu khai thc h thng Contact Center ca FIMEXCO. H thng IA770 tch hp sn vi chng nng fax v voice mail tin dng H thng qun tr, gim st, bo co cho Contact Center: cho php thc hin cc bo co thi gian thc, cc bo co thng k vi rt nhiu tiu ch, rt nhiu dng, nhm mang li s d dng cho vic vn hnh, khai thc v d on xu hng pht trin ca Call Center. Xin chn thnh FIMEXCO ginh thi gian cho gii php ca chng ti v chng ti cam kt s t vn h tr, thit k tch hp h thng, nhm mang n cho FIMEXCO mt gii php hon chnh nht, chuyn nghip nht cho mi trng FIMEXCO theo yu cu hin ti v kh nng pht trin trong tng lai ca FIMEXCO.

2. Gii php ngh ca Avaya. Mc ch ca gii php ca chng ti ra l t vn, thit k, tch hp mt h thng IP PBX v Call Center chuyn nghip cho FIMEXCO, p ng tt c cc nhu cu hin ti v sn sng cho vic pht trin trong tng lai m khng cn phi thay th bt k thit b no. a. S kt ni cho gii php Agent Server S8300 1 E1 G700 LAN

PSTN

Staff

Staff Trong : S8300 Media Server: my ch h thng tng i. Phn mm Avaya Communication Manager chy trn nn h thng Media Server trn nn tn Linux Enterprise n nh cao, kh nng bo mt cao cng nh kh nng chng li s tn cng ca Virus, Hacker. G700 Media Gateway: Gateway giao tip h thng. Thit b gm c: Server S8300 1 Gateway G700 1 card h tr 30 trung k (E1) 108 IP Phone 1608 2 IP Phone 1616 v 1 bn m rng 1 phn mm voice mail v fax

H thng tng i l nn tng quyt nh kh nng hot ng n nh lin tc ca h thng Call Center. Chng ta s ng k 1 ng E1 t bu in v a vo card E1 trn gateway G700. Server S8300 c gn trong gateway G700 v qun l cc card v gateway ( tham kho server S8300 v gateway G700 ). T gateway chng ta s lin kt h thng vi switch v gn 110 in thoi IP vo. Chng ta s dng 99 in thoi 1608 cho nhn vin v 1 in thoi 1616 + bn m rng cho tip

tn. i vi h thng call center: chng ta dng 9 in thoi 1608 cho in thoi vin v 1 in thoi 1616 cho supervisor. Tnh nng ca tng i in thoi v call center tham kho trong mc 2.5, 2.6 ). Phn mm voice mail v fax messaging c tnh hp chung vi h thng tng i, nhn vin c th nhn fax qua phn mm trn PC v voice mail trn in thoi ring ca mnh. V chng ta dng ng E1 nn mi nhn vin c th c 1 s in thoi ring, tu thuc vo chng ta ng k s lng s vi bu in ( tham kho mc 2.4 ). Sn c trn h thng l phn mm bo co, chng ta c th xem tnh trng hot ng ca agent, h thng v phn tch, nh gi hot ng ca h thng vi thi gian thc v tng kt ( tham kho mc 2.7 ) 2.1 H thng Tng i Media Server S8300

Cu hnh h thng Avaya Media Server S8300:

Intel Celeron 600Mhz 1 GB RAM Additional Hard Drive 2 cng USB Kh nng x l, dung lng h thng: H thng c kh nng x l 10,000 BHCC tng ng 30,000 BHCA Kh nng khai bo(kh nng h tr) 400 in thoi vin H tr 450 my nhnh (450 my nhnh IP, SIP, hoc 450 my nhnh digital, hoc 450 my nhnh Analog) Kh nng h tr 450 cng trung k (IP, digital, analog, SIP) H tr tt c cc thit b u cui nh Analog, Digital, IP, SIP.

Mi h thng Media Server S8300 n cung cp cc gii php sau:

Gii php vi mc u t hp l nht, h tr nng cp tng cng h thng d dng cho php m rng h thng ln mc ti a. Cc ng dng cho php nng cao cht lng dch v khch hng, tng hiu qu lm vic ca nhn vin. H tr y cc giao tip truyn thng nh Analog, Digital, IP, SIP Bo ton cho vic u t trong tng lai m khng phi thay th h thng nh vic chun ho ton b thit k v cc chun m h tr.

Kh nng m rng linh hot v d dng

2.2 H thng Media Gateway G700 H thng Media Gateway ca Avaya gm 4 khe cm, theo cu trc chun RACK 19 inches, 2U cho php trin khai d dng. Media Gateway G700 cung cp cc gii php kt ni trung gian gia Media Server v cc kt ni u cui nh trung k, in thoi, my fax, Hnh v h thng Media Gateway G700 nh sau:

Cc thng s c bn ca h thng Media Gateway: The following list describes the basic architecture of the G700 Media Gateway:

A serial port for command line access 2 standard 10/100 Ethernet Interface ports Four Media Module slots One Avaya P330 expansion module slot One slot for the Avaya P330 Octaplane stacking fabric A LED board that indicates system level status Intel i960 controller that hosts all the base switch control and management software. A VoIP engine that supports up to 64 G.711 single channel calls Eight port layer 2 switch 15 ports of tone detection Internal global AC power supply that provides low voltage DC power to the fans, Motherboard and Media Modules AC/DC input power version available 1st-Quarter 2004 Four internal fans provide cooling for the internal components Fits in a EIA-310-D standard 19 inch rack Can sit on a desk top

2.3 in thoi IP 1600

Nhm mang li kh nng lm vic lin tc cho cc in thoi vin, Avaya vi gii php in thoi IP Phone, 16xx, cho php in thoi vin, ngi dng cui lm vic mt cch tho mi nht vi hiu qu cao nht in thoi IP Avaya one-X 1600 Series Thit k cho mi trng lm vic chuyn nghip, dng in thoi IP 16xx ca Avaya mang li cm gic thoi mi, kh nng lm vic lin tc cho ngi dng. L mu in thoi mi nht ca Avaya, vi cc cng ngh mi nht - VoIP, h tr nhiu tnh nng cao cp, h tr cc chun bo mt tin tin nh DoS,.. cho cht lng thoi cao nht. in thoi dnh cho in thoi vin v nhn vin Avaya IP Phone 1608:

Cc thng s, tnh nng h tr:

Backlit display 3.5 diagonal, 3 rows by 24 characters

Ergonomic hearing aid compatible handset supporting TTD acoustic coupler 8 line appearance/feature key buttons with dual LEDs (red, green) Full-duplex speaker phone Message waiting indicator Dual position flip stand Four-way navigation cluster button Three contextual softkey buttons Volume button (separate volume levels in the handset, headset, speaker, and ringer) Quick-access Voicemail Message button Telephony application button to return to main telephone screen Avaya Menu button (options and settings access) Contacts button Call log button Redial button Speaker button Mute button Headset button Hold button Conference button Transfer button Drop button Ethernet (10/100) line interface with a secondary 10/100 port for collocated laptop or PC PoE 802.3af class 2 device, also supports a local power supply Headset interface Wall mount kit available 2.4 H thng voice mail v fax messaging

The Avaya INTUITY AUDIX 770 (IA770) messaging application enhances your communication system investments by providing call answering and messaging capabilities embedded within selected Avaya Media Servers running Avaya Communication Manager Release 3.1. The solution can deliver voice and text messaging to help improve communications and simplify information exchange within your business. Avaya IA770 is ideal for small to mid-sized businesses and small locations of large enterprises that need a messaging application embedded in their IP

communication system. Supporting up to 450 users and a choice of 35 languages, this solution runs on Avaya S8300 and S8400 Media Servers, and Avaya G250, G350, and G700 Media Gateways. Avaya IA770 provides benefits including: Improved communications through an IP-based, software-only solution that provides voice messaging, fax messaging, and call answering Enhanced customer service and employee productivity through Automated Attendant features More complete and low-cost communication business-wide through networking capabilities Greater efficiency and more responsive service through the Avaya Unified Communication Center (UCC) providing access to messages virtually any time, anywhere, via telephone, PC graphical user interface, and speech commands IA770 provides embedded software-only voice messaging for the Avaya Communication Manager 3.1 solution via the G700, G350, and G250 gateway platforms, providing a cost-effective and feature-rich messaging solution for small to mid-sized offices and branch offices. It provides voice messaging via H.323 IP integration and is designed to support fax messaging using T.38 protocols. 2.5 Tnh nng ca h thng tng i Tnh nng Din gii
AAR/ARS Dialing without Feature Access Code

Automatic Alternate Routing / Automatic Route Selection: kh nng nh tuyn cuc gi t ng m khng cn m code
AAR/ARS Overlap Sending Cho php cu hnh chuyn nhm cuc gi trn ng ISDN, cho php nhn tng s thay v mt nhm s. AAR/ARS Partitioning Cho php chia h thng thnh nhng nhm ngi dng c lp vi nhau AAR Digit Conversion Cho php chuyn s h tr quay s nhanh Abandoned Call Search Cho php tm cc cuc gi khng c tr li, cuc gi nh Abbreviated Dialing Cho php quay s ngn, s tt Abort Transfer Cho php ngng chuyn cuc gi Administrable Language Displays H tr cu hnh hin th cc thng bo, tin nhn trn in thoi ca ngi dng cui bng nhiu ngn ng khc nhau, mc nh l ting Anh. Administrable Logins Cho php qun tr cc truy cp vo h thng Administered Connections Khi to cc kt ni h thng hoc cc thit b u cui vi nhau Administration Change Notification Thng bo cc thay i cu hnh h thng

Tnh nng Din gii

Administration Without Hardware Cho php cu hnh h thng khi cha c cc thit b u cui nh in thoi. tnh nng ny cho php qun tr, thay i s in thoi, di chuyn in thoi c thc hin mt cch nhanh chng Alphanumeric Dialing Cho php ngi dng thc hin cc cuc gi data bng cc chui k t v s thay v ch bng cc chui s Alternate Facility Restriction Levels (FRLs) Cho php chn cc cuc gi theo cc cp khc nhau, v d chn cc cuc gi ng di khi ht gi lm vic Attendant Auto-Manual Splitting Cho php attendant thng bo cuc gi n cho s b gi m khng cn nghe ngi gi. Attendant Auto Start and Dont Split Cho php attendant nhn 1 phm bt k thc hin cuc gi thay v phm Start nh bnh thng. Trong tng hp in thoi vin ang tr li 1 cuc gi, h c th nhn phm s trn bn phm v h thng s t ng chia v quay s cho cuc gi th 2 Attendant Back-up Cho php in thoi vin tr li cho khch hng mt cch nhanh nht, h thng cho php thit lp mt bn in thoi ph tr li khi attendant ang bn Attendant Call Waiting Cho php in thoi vin thong bo n ngi s b gi khi n ang bn rng c mt cuc gi ang ch, khi in thoi vin sn sng nhn cuc gi k tip. Attendant Control of Trunk Group Access Cho php iu khin cc trung k gi ra v cc trung k ra-vo Attendant Direct Extension Selection with Busy Lamp Field Cho php attendant xem c trng thi bn ri ca s c gi Attendant Direct Trunk Group Selection Cho php attendant thc hin cuc gi trc tip qua trung k (nhm trung k) gi ra khi n ri Attendant Display Cho php hin th thng tin s gi cho attendant Attendant Intrusion (Call Offer) Cho php thong bo cuc gi n hay tin nhn cho ngi b gi khi h ang trong 1 cuc gi khc Attendant Override of Diversion Features Cho php attendat b qua cc chc nng chuyn cuc gi ng vng Attendant Priority Queue Cho php u tin tr li cc cuc gi theo trnh t lp trh sn, c 13 cp d khc nhau cho cc th t u tin Attendant Recall Cho php gi li attendant khi h ang trong mt cui gi khc Attendant Serial Calling Cho php chuyn cuc gi n attendant khi ngi b gi kt thc cuc gi m ngi gi vn cn tip tc Attendant Timed Reminders and Recall H thng nhc nh n attendant cuc gi ang ch sau khong thi gian quy nh, attendant c th kt thc hay hng dn ngi gi tip tc ch Attendant Trunk Group/Busy Warning Indicators Hin th trng thi trung k Attendant Trunk Identification Hin th trung k b li cho attendant hay ngi dng cui Attendant Vectoring Cho php nh tuyn cuc gi vo mt cch linh hot theo cc vector, c bit ch Night Service Audible Message Waiting Thng bo c tin nhn

Tnh nng Din gii

Authorization Codes and Authorization Codes by COR Xc nhn mt m ngi dng h thng, tng cng kh nng bo mt Auto Attendant Quay s my gi trc tip khng thng qua in thoi vin Auto Available Split Cho php in thoi vin lun nhn cuc gi khi login vo h thng Auto Digit Rotation for Direct Inward Dial Quay s t ng cho cuc gi vo trc tip Automatic Alternate Routing (AAR) inh tuyn thay th t ng Automatic Callback Khi ngi dng trong h thng gi mt s ni b ang bn, h thng s gi li cho ngi gi khi s my bn kia sn sng nhn cuc gi. Khi gi ra trung k b bn, h thng s gi li cho ngi khi trung k ri. Nu h nht my tr li th h thng s t ng quay s m h quay trc m khng cn h quay s li Automatic Call Distribution (ACD) Cho php phn phi cuc gi mt cch t ng Automatic Exclusion Cho php t ng vo ch ngn chn khi off hook trn mt my thit lp ch ngn chn Automatic Hold T ng a cu gi hin ti vo ch ch khi kch hot mt cuc gi khc Automatic Number Identification T ng nhn dng s gi n Automatic Route Selection (ARS) La chn nh tuyn t ng Automatic Transmission Measurement System (ATMS) T ng o kim h thng Automatic Wakeup Bo thc t ng Basic Call Management System (BCMS) H thng qun l cuc gi c bn BCMS/VuStats Login IDs Cho php ngi dng ng nhp vo h thng bng mt khu tch hp Busy Verification of Terminals and Trunks Kim tra trng thi bn ca trung k hay in thoi u cui Call Admission Control: Bandwidth Management Qun l bandwidth Call-By-Call Service Selection Cho php 1 nhm trung k ISDN thc hin nhiu loi dch v cuc gi trn cung 1 nhm trung k Call Center Basic for up to 5200 Basic Agents Cho php thit lp s lng in thoi vin c bn ln n 5200 ngi Call Coverage Cho php chuyn cuc gi n cc s in thoi khc Call Detail Recording (CDR) Thng tin chi tit v cuc gi Caller Information Forwarding (CINFO) Chuyn thng tin ngi gi Call Forwarding All Calls Chuyn cuc gi cho tt c cuc gi Call Forward Busy/Dont Answer Chuyn cc cuc gi b bn, khng tr li Call Forwarding Override Chuyn cuc gi tr li s chuyn i

Tnh nng Din gii

Call Park Nhn cuc gi t my khc trong mng, nhn cuc gi ch (on hold) Call Pickup (Group and Directed) Tr li in thoi thay ngi khc trong nhm Call Pickup Alerting Thng bo cuc gi ch Call Pickup Call Waiting Termination Cuc gi ch. C cc tn hiu thng bo khc nhau cho tng loi cuc gi khc nhau Class of Restriction (COR) Thit lp cc ch Restriction, rt hu ch khi dng cng vi cc chc nng gim st Class of Service (COS) Cho php hay cm ngi dng cui truy cp vo mt s chc nng ca h thng Conference Attendant Cho php to cc cuc gi hi ngh t attendant Conferencing Selective Display & Drop, Toggle/Swap, and Display Prompts, Selective Conference Far End Party Mute Cho php la chn, iu khin cc bn tham gia hi ngh nh hin th, ngt cuc gi, Conferencing Meet Me Cho php s lng thnh vin tham gia vo hi ngh ln n 300 ngi (300 s khc nhau) ty thuc vo license h thng Consult Cho php thc hin cc cuc gi dng t vn mt cch linh hot Coverage Answer Group Cho php 8 s in thoi trong nhm chung cng lc v bt c ai cng c th tr li Daily Wakeup Bo thc hng ngy Default Dialing Cho php quay nhanh s in thoi mc nh Dial Access to Attendant Cho php quay s m attendant v tr thnh attendant Dial-by-Name (Integrated Directory) Quay s bng tn (phi tch hp danh b) Dialed Number Identification Service (DNIS) Dch v nhn bit s gi n bng ISDN / E1 Dial Plan (3, 4, 5, 6, or 7 digits) K hoch nh s n 7 ch s Dial Plan: Duplicate extensions per location Cho php nh s trng Directed Call Pickup Call pickup trc tip bt c trong nhm no Direct Inward and Outward Dialing (DIOD) International Cho php quay s vo, ra trc tip Distinctive Ringing Cho php nhiu kiu chung khc nhau Do Not Disturb Cho php tm thi khng nhn cuc gi DTMF over H.245 in band DTMF qua bng tn chun H.245 Echo Cancellation (integrated in DS1/E1/ISDN interface circuit packs) Trit ting di Emergency Access to the Attendant Cuc gi khn cp n attendant

Tnh nng Din gii

End-to-End Signaling Bo hiu u cui u cui External Device Alarming Interface Giao tip thit b cnh bo ngoi Group Call Pickup Pick up nhm Group Listen Nghe nhm Group Paging Thng bo nhm Handsfree Answer Cho php tr li m khng nhc my Hold Gi cuc gi Hold Automatic T ng gi cuc gi Holiday Vectoring nh tuyn cuc gi theo ngy l Hot Line Service Cho php t ng gi s nh trc khi nhc my Hunting Cho php chuyn cuc gi lun phin trong nhm Inbound Call Management Qun l cc cuc gi vo Incoming Call Line Identification (ICLID) Access Ging nh Caller ID Individual Attendant Access Truy cp vo cc attendant c lp Information Forwarding Chuyn thng tin Integrated Services Digital NetworkBasic Rate Interface Cc dich v ca ISDN BRI Integrated Services Digital NetworkPrimary Rate Interface Cc dch v ca ISDN BRI Intercom Automatic Cho php cu hnh gi ni b t ng Intercom Automatic Answer (Handsfree) Cho php t ng tr li cc cuc gi ni b Internal Automatic Answer Cho php t ng tr li cuc gi ni b Inter-Gateway Alternate Routing (IGAR) Kh nng nh tuyn cuc gi d phng t gateway Inter-PBX Attendant Service Cho php in thoi vin h tr nhiu chi nhnh khc nhau lm vic ti 1 ni duy nht Installation Wizard Cho php thc hin vic ci t, cu hnh thng qua wizard Invalid Number Recorded Announcement Thng bo sai s b gi IP Phone Registration & Signaling Encryption (Release 3.0.1) Bo mt tn hiu v ng k cho in thoi IP IP Quality of Service for Voice over IP Qun l cht lng in thoi IP thng qua QoS

Tnh nng Din gii

Last Number Dialed Cho php gi li s va mi gi Leave Word Calling Cho php gi tin nhn lu sn cho ngi dng ni b Line Lockout Kha ng dy ca my nhnh khi nhn tone quay s m khng nhp s gi trong vng thi gian quy nh Listed Directory Numbers Cho php khch hng gi vo cc s attendant ca h thng Locally Sourced Announcements and Music Cho php truy cp cc cu thng bo v nhc ch trn h thng Login ID H tr ng nhp h thng bng ID Long Hold Recall Warning Cho php thng bo cuc gi ang ch gi theo khong thi gian lp trnh sn Loudspeaker Paging Access Cho php kt ni h thng loa ngoi pht thng bo chung bng in thoi Malicious Call Trace Cho php truy tm cc cuc gi Manual Message Waiting Bt n thng bo tin nhn trn my in thoi trong h thng Manual Signaling Bo hiu cho cc my trong h thng Media Encryption (Avaya Encryption Algorithm) C ch bo mt ca Avaya Media Encryption (Advanced Encryption Standard AES) C ch bo mt nng cao Meet Me Paging Cho php thng bo cc cuc gi hi ngh Multi-Appearance Preselection and Preference Cho php yu cu x l cuc gi u tin Multi-Language Displays H tr hin th nhiu ngn ng Night Service Cho php nh tuyn cuc gi theo nhiu hng khc nhau Personalized Ringing C nhn ha kiu chung Personal Station Access Cho php lin kt, s dng chung cc thit lp ca cc in thoi cng kiu Priority Calling Cuc gi u tin QSIG Basic H tr bo hiu QSIG Queue Status Indications Hin th trng thi hng i R2 MFC Signaling Bo hiu R2 Redirection On No Answer (RONA) Chuyn cuc gi nu khng c tr li Remote Access with Security Measures Cho php truy cp vo h thng t xa

Tnh nng Din gii

Remote Telephone Software Upgrades (4600 Series IP Telephones) Cho php cp nht phn mm cho in thoi IP Reroute of Denied Calls nh tuyn li cc cuc gi b cm Restrict Call Forward Off Net (by Class of Restriction) Gii hn chuyn cuc gi ra ngoi Restricted/Unrestricted Call Lists Gii hn / khng gii hanjdanh sch cuc gi Restriction Fully Restricted Service Gii hn cc dch v mt cch y Ringback Queuing Hng ch c tone ringback Ringing Abbreviated and Delayed Cho php set cc dng chung khc nhau cho my u cui Security Violation Notification (SVN) Thng bo cc thng tin bo mt ngoi mun, v d nh quay s nhiu ln khng thnh cng Send All Calls (SAC) Chuyn tt c cuc gi ch vi 1 phm nhn Service Levels Cho php set cp dch v cho php Service Observing Cho php gim st dch v Service Observing by Class of Restriction Gim st dch v bng cc lp gii hn Service Observing Remote Gim st dch v t xa Speed Dialing Quay s tt Station Hunt Before Coverage Tm my nhnh trc khi chuyn hng Station Hunting Sn tm my nhnh Station Lock Kha my nhnh Station Security Codes M an ton my nhnh Station Used as Virtual Extensions My nhnh c th s dng nh mt my nhnh o System Measurements nh gi hot ng h thng System Status Report Bo co trng thi h thng Telecommuter Access port Cho php cu hnh my nhnh theo telecommuter Temporary Bridged Appearance Hin th my nhnh bt cu tm thi Tenant Partitioning Phn vng dch v khc nhau Ten Digit to Seven Digit Conversion Dch s 10 -7 s Terminal Self Administration H tr thit b u cui t cu hnh

Tnh nng Din gii

Terminal Translation Initialization (TTI) T cu hnh u cui Terminating Extension Group (TEG) Cho php chung 4 my nhnh ng thi Timed Automatic Disconnect for Outgoing Trunk Calls Tu ng ngt cuc gi ra theo mt thi gian nh sn Time of Day (TOD) Routing nh tuyn cuc gi theo ngy Transfer Outgoing Trunk to Outgoing Trunk Chuyn cuc gi trung k gi ra Unicode Support H tr Unicode Uniform Call Distribution Phn phi cuc gi ng nht Uniform Dial Plan (UDP) K hoch nh s ng nht Voice Messaging System Interface Giao tip voice mail Voice Terminal Alerting Options Cc ty chn cnh bo cho u cui Web Pages for Configuration Cu hnh h thng bng web Whisper Page Bo nhc ring

H thng bo co, qun l IP PBX H thng bo co cho Contact Center bao gm cc bo co v h thng mng IP PBX, cc bo co h thng Call Center. Bo co cho h thng IP PBX c tch hp sn m khng cn mt h thng no khc: Site Administration Chy trn nn Windows cho php thit lp cc cu hnh, chnh sa cho ton h thng Media Server Media Gateway, in thoi, in thoi vin, hng ngy mt cch d dng. Mn hnh phn mm qun l Site Administration

Bn cnh , phn mm cho php thit lp cc bo co cho ton h thn IP PBX mt cch t ng v gip cho nh iu hnh qun l h thng mt cch an ton, n nh Voice Announcement Manager (VAM)

Chy trn nn Windows, cho php qun l h thng thng bo t ng IVR Lite trn tng i mt cch trc quan, d dng. Cc file m thanh c lu di dng ph bin WAV m khng cn phi chuyn i phc tp v c th lu tr, thay i mt cch d dng.

Mn hnh phn mm qun l thng bo t ng

VoIP Monitoring Manager (VMM) L phn mm chuyn trch gim st cht lng dch v VoIP, QoS, co php xem cc d liu QoS nh jitter, RTT, packet loss trong sut qu trnh vn hnh h thng mt cch trc tuyn. Cc thng tin c cung cp s l c s quan trng gip h thng c vn hnh n nh v t cht lng thoi cao nht Mn hnh lm vic ca VMM:

 Converged Network Analyzer (CNA) Cho php gim st, o kim cht lng ca ton mng IP PBX, Call Center. Mn hnh lm vic ca CAN nh sau:

Converged Network Analyzer (CNA) Report

2.6 Tnh nng ca h thng Call center H thng phn phi cuc gi: H thng phn phi cuc gi thng minh cho php FIMEXCO mang n dch v tt nht cho khch hng bng vic: Ti u ho yu cu ca khch hng: o Gp ng in thoi vin o Gii quyt ng vn quan tm o ng lc o Gii quyt cc vn ngay t cuc gi u tin o

Ti u ho hot ng ca h thng o Gii quyt nhiu vn , nhiu cuc gi hn vi t in thoi vin hn o Ti u ho hot ng, tng cng hiu sut lm vic ca in thoi vin o Kh nng bo mt xut sc o m bo mc dch v cam kt vi khch hng o Gim thiu ti a chi ph hot ng o Qun l tp trung o n nh cao

lm c vic , chng ti gii thiu gii php Avaya Call Center Basic ca Avaya.

Avaya Call Center Basic

Tt c tnh nng ca Avaya Call Center Basic (C Bn) c m t di y cng u c Avaya Call Center Deluxe v Avaya Call Center Elite. Tuy nhin tnh nng tng loi Call Center c mc h tr khc nhau khi s dng.

Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) t ng phn phi cuc gi n mt nhm in thoi vin (split/skill) nht nh. Nhm in thoi vin thng c phn cng nhn mt hoc mt s loi cuc gi ging nhau. Thnh vin ca nhm in thoi vin c gi l in thoi vin (agent). Nu tt c cc in thoi vin u bn, cuc gi s c xp hng ch trong nhm in thoi vin cho n khi c in thoi vin ri. Gim st (supervisor) gi nhim v gim st v h tr nng cao hiu qu cng vic ca in thoi vin. Khng c tnh nng Call Vectoring, (Call Center C Bn) cuc gi ch xp hng ch trong mt nhm in thoi vin. Cuc gi ch c th c chuyn (overflow/forwarded) n mt nhm in thoi vin khc, mt nhn vin trc tng i, hoc hp th thoi da trn iu kin s lng cuc gi, hoc thi gian ch ca cuc gi i lu nht. in thoi vin c th ng thi l thnh vin ca 4 nhm in thoi vin. Vi tnh nng Call Vectoring, (Call Center Deluxe hoc Elite) cuc gi c th xp hng ch 3 nhm in thoi vin cng lc. Cuc gi c th c chuyn i (overflow) da trn nhiu iu kin khc nhau.

Agent Call Handling

c th nhn c cuc gi ca Call Center, in thoi vin phi log vo h thng. Vic log vo h thng c thc hin bng cch nhc my in thoi, v nhn m chc nng bao gm s nhm v m c nhn (nu cn thit cho vic bo mt). in thoi vin sau khi log vo h thng s t ng chuyn sang tnh trng Auxiliary Work (s c trnh by sau di y) trong nhm (split). Mt in thoi vin c th log vo 4 nhm mt lc. Vi tnh nng Expert Agent Selection, (EAS trong Call Center Elite) in thoi vin log vo h thng phi nhc my in thoi, nhn mt m chc nng EAS gm 1-5 s v mt m bo mt sau phm #.in thoi vin sau khi log vo h thng s t ng chuyn sang tnh trng Auxiliary Work (s c trnh by sau di y) trong nhm (split). in thoi vin c th log vo 20 nhm 1 lc.

Agent Answering Options

in thoi vin nhn cuc gi bng headset, handset ca in thoi, hoc speakerphone. in thoi vin c th nhn cuc gi bng mt trong hai cch: T ng (Automatic Answer) hoc T mnh thao tc (Manual Answer). T mnh thao tc (Manual Answer): in thoi reo khi c cuc gi n, in thoi vin nghe my bng cch nhc handset ca in thoi hoc nhn phm nhn cuc gi trn in thoi nghe bng headset. T ng (Automatic Answer): in thoi vin nghe ting bp khi c cuc gi n v cuc gi t ng kt ni vi in thoi vin.

ACD Work Modes Cc Tnh Trng Lm Vic

Trong thi gian sau khi log vo h thng Call Center, v khng bn my, in thoi vin s mt trong bn tnh trng lm vic. in thoi vin c th thay i tnh trng lm vic ca mnh bt c lc no bng cch nhn mt phm chc nng hoc nhn t hp phm trn in thoi. Nu in thoi vin khng bn my, hoc khng c cuc gi ang ch (on hold), vic thay i tnh trng s thay i tc th. Tuy nhin, nu in thoi vin thay i tnh trng lm vic khi ang nghe in thoi, hoc c cuc gi ch (on hold), vic thay i tnh trng lm vic s din ra ngay sau khi kt thc cc cuc gi. Bn tnh trng lm vic nh sau: Available in thoi vin sn sng nhn cuc gi, mt trong hai tnh trng sau:
Auto-In Sau khi kt thc mt cuc gi, in thoi vin s t ng c chuyn sang

ch sn sng nhn cuc gi khc.

Manual In Sau khi kt thc cuc gi, in thoi vin s chn tnh trng After Call

Work (cng vic sau cuc gi) v tm thi khng nhn cuc gi khc. c th tip tc nhn cuc gi, in thoi vin phi chn sang tnh trng Auto-In hoc Manual-In. Tnh trng ny c s dng khi in thoi vin thng phi thc hin mt s cng vic sau khi nhn cuc gi (VD: ghi chp, ghi ch, .v.v.) Unavailable in thoi vin sn sng nhn cuc gi, mt trong hai tnh trng sau:
After Call Work (ACW) in thoi vin sau khi hon tt cuc gi phi ghi ch (hoc

mt s vic lin quan n cuc gi), in thoi vin nhn phm chn tnh trng ACW. Trong tnh trng ny, in thoi vin tm thi khng nhn cuc gi. tm thi khng nhn cuc gi do bn vic khng lin quan n Call Center, nh n tra, v sinh c nhn, v.v.

Auxiliary Work (AUX) y l tnh trng in thoi vin log vo h thng nhng

Auto Available Split (AAS)

y l tnh nng s dng cho h thng IVR (t ng tr li cuc gi, phc v hoc hng dn khch hng s dng dch v). Tnh nng ny lm cho h thng IVR lun lun trong tnh trng Auto-In, v t ng chuyn sang tnh trng Auto-In sau khi khi ng li h thng.

Most Idle Agent (MIA) Across Splits/Skills Option in Thoi Vin Ri Nht Trong Nhm V Gia Cc Nhm
Tnh nng Most-Idle Agent (MIA) xp hng cc in thoi vin ang sn sng nhn cuc gi. Cuc gi n s c a n in thoi vin ri nht trong hng in thoi vin c xp hng. in thoi vin nhn cuc gi s c loi ra khi hng.

Ta c th to ra hng in thoi vin ri cho tng nhm (split) ring bit, hoc to mt hng in thoi vin ri bao gm tt c cc nhm. Nu tnh nng MIA Across Splits/Skills option t ch n, h thng s to nn hng in thoi vin ri cho tng nhm ring bit. Khi c cuc gi n nhm no, in thoi vin nhm nhn cuc gi s c loi ra khi hng. Nu tnh nng MIA Across Splits/Skills option t ch y, ch c mt hng in vin ri cho tt c cc nhm. in thoi vin ch c loi khi hng khi nhn cuc gi n nhm ca in thoi vin .

MIA Treatment for After Call Work (ACW)

Cho php tnh hoc khng tnh thi gian in thoi vin tnh trng ACW xp hng in thoi vin ri nht.

Multiple Call Handling (MCH) on Request

Tnh nng Multiple Call Handling (MCH) cho php cuc gi n reo my in thoi vin ang gi mt cuc gi ch ch (on hold), hoc ang tr li mt cuc gi khc. in thoi vin v gim st c th dng tnh nng ny quyt nh cho mt cuc gi trong hng ch (waiting call) c tr li ngay lp tc.

Move Agent/Change Splits/Skills while Staffed

Tnh nng ny cho php chuyn in thoi vin t nhm ny sang nhm khc m in thoi vin khng phi log ra khi h thng ri log vo li h thng. Nu in thoi vin ang tr li cuc gi hoc ang ch ACW, vic chuyn nhm s tm thi khng thc hin cho n khi in thoi vin tr li xong cuc gi hoc chm dt tnh trng ACW.

Night Service
Vi Basic Call Center, phm tnh nng Nigh Service trn my ca gim st c s dng kch hot hoc ngng tnh nng ny. Tnh nng ny lm cho tt c cuc gi n s c chuyn n nhm in thoi vin khc ( cng a im hoc khc a im) hoc n hp lu tin nhn. Vi Deluxe hoc Elite Call Center, tnh nng Night Service c lp trnh kch hot vo thi im no trong ngy, hoc cc ngy no trong tun chuyn cuc gi n hp th thoi, cu thng bo ngoi gi, hoc nhm in thoi vin ni khc.

Overflow/Intraflow/Interflow
Vi Call Center Basic, tnh nng Intraflow v Interflow cho php chuyn cuc gi n nhm in thoi vin khc. Vic chuyn cuc gi i da trn iu kin thi gian ch tr li ca cuc gi n. Sau mt khong thi gian ch tr li nht nh c lp trnh trc, cuc gi s c chuyn n mt nhm in thoi vin khc ri hn. iu ny gip cho vic qun l Call Center hiu qu hn.

Priority Queuing
Call Center Basic
Vi Call Center Basic, tnh nng Priority Queuing cp quyn u tin cho cuc gi c xp hng trc (cc cuc gi khng u tin) trong hng cuc gi ch tr li. Cuc gi u tin c nhn bit bi nhm trung k, danh b in thoi. Ch c hai mc : u tin v khng u tin.

Tnh nng u tin vn c gi tr khi cuc gi c chuyn t nhm ny sang nhm khc (Overflow/Intraflow/Interflow).

Call Center Deluxe v Elite

Vi Call Center Deluxe v Elite, c bn mc u tin:
u tin thp (Low priority) u tin va (Medium priority) u tin cao (High priority) u tin cao nht (Top priority)

Queue Size Limiting

Vi tnh nng ny, hng cuc gi ch c th b gii hn theo tng nhm. Ngi gi n khi hng ch y s nghe bo bn, hoc c chuyn n mt nhm khc, n hp th thoi, n h thng tr li t ng hoc nghe cu thng bo. Cuc gi cng c th c chuyn i nu thi gian cuc gi ch tr li lu qu gii hn qui nh.

Redirect On No Answer (RONA)

Tnh nng Redirection on No Answer (RONA) chuyn hng cuc gi reo nhng khng c in thoi vin tr li. Cuc gi n my in thoi vin sau s ln reo qui nh trc m khng c tr li s c chuyn tr li hng ch v c xp trn cng (trn c cc cuc gi u tin) c tr li trc. Tnh nng ny c s dng khi in thoi vin qun chuyn sang ch khng sn sng nhn cuc gi khi i ra ngoi.

Remote Logout of Agents

Tnh nng Remote Logout of Agent cho php gim st (supervisor) log mt in thoi vin no ra ngoi h thng.

Service Observing Basic

Gim st (supervisors) c th dng tnh nng ny hun luyn v h tr cc in thoi vin mi bng cch chen vo cuc gi gia in thoi vin v ngi gi. C 2 ch chen vo cuc gi: ch nghe, v nghe-ni. Khi gim st chen vo cuc gi, in thoi vin v ngi gi nghe ting tone bo hiu (c th tt hoc m ting tone ny).

Service Observing Remote

Tnh nng cho php c th chen vo cuc gi t mt a im khc bng cch gi vo h thng, v nhn m chc nng. Khi kt ni vo h thng v nhn m chc nng ngi chen vo cuc gi c y cc chc nng nh ang ti Call Center.

Supervisor Assist
in thoi vin c th nh n s tr gip ca gim st bng cch nhn nt tr gip ca gim st. Ngoi ra, in thoi vin c th chuyn cuc gi thnh cuc gi m thoi tay ba vi s tr gip gim st.

Timed After Call Work/Agent Pause Between Calls

Tnh nng Timed After Call Work t ng dng nhn cuc gi trong mt khong thi gian qui nh sau khi in thoi vin kt thc mt cuc gi. Sau khong thi gian , in thoi vin s t ng tr li tnh trng sn sng nhn cuc gi.

Tnh nng ny cng c dng mc nh mt khong thi gian ngh cho in thoi vin sau mi cuc gi, thng p dng cho cc in thoi vin phi lm vic trong mi trng cng thng, phi tr li nhng vn kh khn, phc tp, cuc gi phi ko di. Hoc p dng bt buc in thoi vin phi quay tr li cng vic sau mt khong thi gian nht nh (VD: 4 pht) phi thc hin mt s vic (VD: ghi chp) sau cuc gi.

VuStats
Avaya cung cp tnh nng VuStats trnh by cc thng s v tnh trng cuc gi my in thoi vin (c mn hnh hin th). y l tnh nng rt thun tin v hiu qu nm bt c cng vic ang din ra. Bt c in thoi vin no cng c th dng in thoi xem cc thng s hin ti hoc tng ngy ca Call Center. Tnh nng VuStats gip in thoi vin t nh gi hiu qu cng vic ca mnh v tng bc ci thin. tnh nng VuStats cho bit:
Xem cuc gi xp hng ch v thi gian ch ca cuc gi. Xem thi gian ngng nhn cuc gi thc hin cng vic khng lin quan n Call

Center.

So snh nng sut cng vic ca mnh so vi tiu chun ra, hoc so snh vi cc

in thoi vin khc ci thin mnh.

Theo di hiu qu cng vic ca mt ngy.

2.7 H thng bo co

AvayaBasic Call Management System

Avaya Basic Call Management System (BCMS) is an optional feature of Avaya MultiVantage Call Center software. BCMS provides basic real time and historical text-based reporting for small to mid-size Avaya Media Server call centers without requiring additional costs for external storage devices and adjunct processors. Data is stored by hour or half hour for 25 time intervals, including the current time interval. Daily summary data is also calculated and stored for seven days. BCMS offers three standard real time and eight standard historical reports, including information on agents, split/skills, and trunks. With the Call Vectoring option, reports are available for Vector Directory Numbers (VDNs). If longer data storage is required, the optional Avaya Basic Call Management System Reporting Desktop is available. This PC-based application provides a user-friendly, graphical user interface for displaying and analyzing BCMS data.. For more sophisticated reporting requirements and higher capacities, the Avaya Call Management System is recommended instead of BCMS. BCMS software organizes ACD calls and call center measurements into functionally different reports that supply information useful for managing ACD facilities and personnel. The reports can be displayed, printed immediately, or printed at a later time via the Report Scheduler feature. You can access BCMS reports either from a local system management terminal, on a dial-up basis, or by using the Avaya Site Administration terminal emulator tool. The following types of reports can be generated:

Monitor reports (Real-Time displays) System Status Report Split/Skill Status Report

VDN Status Agent Report Agent Summary Report Split/Skill Report Split/Skill Summary Report Trunk Group Report Trunk Group Summary VDN Report VDN Summary

List reports (Historical Reports)

Sample BCMS Reports

An example of each BCMS report follows, along with a brief description of the data in the report.

BCMS Real-Time Reports

BCMS Split/Skill Status Report
The BCMS Split/Skill Status Report provides the current (real-time) status and cumulative measurement data for those agents assigned to the specified split/skill. This report is reset at the beginning of the time interval (for example, hour or half-hour). The following screen shows the BCMS Split/Skill Status Report.
monitor bcms split 60 BCMS SPLIT (AGENT) STATUS Date:

Split: 60

21:42 WED MAY 29

2002 Split Name: Southeast Div Calls Waiting: 0 Oldest Call: 0:00 Staffed: 12 Other: 2 Avail: 0 ACD: 2 ACW: 0

Acceptable Service Level: 20 % Within Service Level: 36 AUX: 8 Extn Calls: 1

OUT AGENT agent agent agent agent agent agent agent agent agent agent agent agent

ACD NAME 01 02 03 04 05 06 07 08 09 10 11 12 LOGIN ID 29813 27983 27934 27959 29291 29284 29264 27968 27970 29801 29239 29283 EXT 75356 73822 72791 71187 73673 36564 72806 71860 75582 73981 73272 73827 STATE AUX ACD AUX ExtnOut AUX AUX AUX Other AUX AUX ACD Other TIME 16:26 21:42 21:35 21:37 21:40 21:35 21:05 21:42 15:21 21:37 21:40 18:39 CALLS 0 3 0 0 0 4 0 0 0 0 6 0

EXT IN CALLS 0 0 4 0 4 0 0 0 0 0 0 0

EXT CALLS 0 3 3 1 6 6 1 6 0 4 10 0

The BCMS Split Status Report fields are described below:

 Split The split number specified with the command line. Split Name The administered name of the split. This name usually describes the

purpose or service of the split (for example, sales, customer service, and reservations). If no name exists, the split extension (for example, EXT 65222) will be displayed.
Calls Waiting The number of calls currently queued and calls ringing at an agents voice

terminal. If any of the calls in the queue are Direct Agent calls, an asterisk will appear before the value in this field.
Oldest Call The number of minutes and seconds that the oldest call in queue has Staffed The number of agents currently logged into the split. Avail The number of agents in this split currently available to receive an ACD call.

been waiting to be answered. This includes calls ringing at an agents voice terminal.

In order to be counted as being available, agents must either be in the Auto-In or Manual-In work mode. If the agent is on another splits call, or is performing After Call Work (ACW) for another split, the agent is not considered available and will not be recorded here.
ACD The number of agents who are currently on ACD calls for this split. This

value also includes direct agent calls and those agents who are currently on ACD calls that flowed in from another split. If an agent puts an ACD call on hold, but does not enter another state, the agent remains in the ACD state.
ACW The number of agents in this split who are currently in ACW mode for this split. If

an agent is in ACW mode for another split, the agent will be included in the Other Split state count for this split. Also, if an agent is on a call while in ACW mode, the agent will appear in the Extn Calls state count, and not in the ACW state count.

AUX The number of agents in this split who are currently in the Auxiliary (AUX)

work mode for this split. If an agent is answering a call from another split or is in ACW work mode for another split, that agent is not considered in AUX work mode for this split and will not be included in this number. The agent will be included in the OtherSplit state count.
Extn The number of agents in this split who are currently on non-ACD calls. These non-

ACD calls may be either incoming (direct to the extension) or outgoing (direct from the extension). Those agents receiving or making extension calls while in Avail, ACW, or AUX work mode will be recorded as being on extension calls.
OtherSplit The number of agents in this split who are currently answering a call

from another split or are in ACW work mode for another split. This measurement is only applicable if the agents belong to multiple splits. The time that an agent spends in OtherSplit is accounted for as AUX time in the BCMS Agent report.
Agent The name of the agent. Generally, this will be the agents first or last name.

However, if no name is administered on the station form, this field will be left blank. When the field is blank, the data can be identified by the extension.
Login ID The login ID of the agent. Ext The 2-, 3-, 4-, or 5-digit extension number for the agent.

State The current work state for the agent. Possible work states are Staffed, Avail, ACD,

ACW, AUX, Extn, and OtherSplit. A blank work state field indicates that the agent is in the Unstaffed state.
Time The 24-hour clock time that the agent entered this work state.

 ACD Call The number of ACD calls that the agent has completed since the

beginning of the current interval. This value includes any calls that flowed in from other splits.
Ext In Call The number of non-ACD calls that the agent has received (incoming) since

the beginning of the current interval. beginning of the current interval.

Ext Out Calls The number of non-ACD calls that the agent has made (outgoing) since the

BCMS System Status Report

The BCMS System Status Report provides current (real-time) status information for either all BCMS splits or selected BCMS splits. This report is reset at the beginning of the time interval (for example, hour or half-hour). The following screen shows the BCMS System Status Report. A completed call may span more than one time interval. ACD calls that are in process (have not terminated) will be counted in the time interval in which they terminate. For example, if an ACD call begins in the 10:00 to 11:00 time interval, but terminates in the 11:00 to 12:00 time interval, the data for this call is counted in the 11:00 to 12:00 time interval.
monitor bcms system BCMS SYSTEM STATUS Date: 2002 AVG AVG AVG AVG % 21:43 WED MAY 29

IN SERV SPLIT NAME LEVL North Division 83 South Division East Division 43 West Division

CALLS OLDEST SPEED AVAIL ABAND ABAND ACD WAIT 0 0 0 0 CALL 0:00 0:00 0:00 0:00 ANS 0:02 0:06 0:29 0:00 AGENT CALLS TIME 12 1 1 2 4 0 6 0 0:36 0:00 1:13 0:00 CALLS 20 6 16 0

TALK AFTER TIME CALL 9:13 7:17 1:07 0:00 0:00 0:00 0:00 0:00

The BCMS System Status Report fields are described below:

Split Name The name of the split (for example, sales, service, and help line). If no

name exists, the split extension (for example, EXT 12345) will be displayed.

Calls Wait The number of calls in the splits queue that are currently waiting to be

answered and calls ringing at an agents voice terminal. If any of the calls in the queue are Direct Agent Calls, an asterisk appears before this field.
Oldest Call The number of minutes and seconds the oldest call in queue has been

waiting to be answered. This includes calls ringing at an agents voice terminal.

Avg Speed Ans The average amount of time it takes before the calls are being

answered. This value includes time waiting in the queue and time ringing at the agents voice terminal.
Avail Agent The number of agents in this split who are currently available to receive

an ACD call directed to this split.

Aband Calls The total number of ACD calls that have hung up while waiting to be

answered. This includes those calls that have abandoned while in queue or while ringing. Calls that are not queued (for example, because the queue is full, the caller receives a forced

first announcement and abandons during the announcement, or no agents are staffed) will not be counted as abandoned.
Avg Aband Time The average time before an ACD call abandons. This does not

include any time spent in another splits queue before intraflowing to this split. This value does not include time spent listening to a forced first announcement.
ACD Calls The number of ACD calls completed during the current interval. This

number also includes those calls that flow in from other splits.

Avg Talk Time The average duration of ACD calls for each split. This calculation

includes time each agent spent talking and on hold, but does not include ring time at an agents voice terminal.
Avg After Call The average ACW time for ACD calls handled by the split in this time

interval. This average includes ACD calls that have no ACW time. However, ExtnIn and ExtnOut type calls are not included in the average.
% In Svc Level The percentage of calls answered within the administered service

level for this split.

BCMS VDN Status Report (available when Call Vectoring is optioned)

The VDN Status Report gives real-time status information for internally measured VDNs. You can monitor up to 99 VDNs at one time, however; the report can display up to 13 VDNs on a single page. Therefore, if you are monitoring 99 VDNs, the report is 6 pages long. You must specify the extensions of the VDNs you want the system to monitor. You can specify the extensions in a list or in a range format.
monitor bcms vdn 21314-21343 BCMS VECTOR DIRECTORY NUMBER STATUS Date: 21:49 WED MAY 29 2002 AVG % IN CALLS OLDEST ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV VDN NAME WAIT CALL CALLS ANS CALLS TIME HOLD CALLS OUT DISC LEVL Billing 2 0:30 10 0:45 2 0:50 3:20 0 0 0 90 Customer Svc 1 0:24 9 0:20 0 0:00 2:45 0 0 0 95 Sales 3 0:45 11 0:35 3 0:45 1:55 0 0 0 92 Maintenance 0 0:00 2 0:04 0 0:00 0:40 0 0 0 100 AVG AVG CALLS

The VDN Status Report fields are described below:

VDN Name The name assigned to the Vector Directory Number to be measured. Calls Wait The number of calls in the VDNs queue that are currently waiting to be

answered and calls ringing at an agents voice terminal.

Oldest Call The number of minutes and seconds the oldest call in queue has been

waiting to be answered. This includes calls ringing at an agents voice terminal.

 ACD Calls The number of agents who are currently on an ACD call for this VDN.

This value also includes direct agent calls and those agents who are currently on ACD calls that flowed in from another VDN.
Avg Speed Ans The average amount of time it takes before the calls are being

answered. This value includes time waiting in the queue and time ringing at the agents voice terminal.
Aband Calls The total number of ACD calls that have hung up while waiting to be

answered. This includes those calls that have abandoned while in queue or while ringing. Calls that are not queued (for example, because the queue is full, the caller receives a forced first announcement and abandons during the announcement, or no agents are staffed) will not be counted as abandoned.
Avg Aband Time The average time before an ACD call abandons. This does not

include any time spent in another VDNs queue before intraflowing to this VDN. This value does not include time spent listening to a forced first announcement.
Avg Talk/Hold The average duration of ACD calls for each VDN. This calculation

includes time each agent spent talking and on hold, but does not include ring time at an agents voice terminal.
Conn Calls The total number of calls connected to a station or attendant. Flow Out The total number of calls queued to this VDN that were:

Successfully sent to its own coverage point Forwarded-out via Call Forwarding Answered via the Call Pickup feature Forwarded-out via Look Ahead Interflow

Calls Busy/Disc The total number of calls that were forced busy or forced

disconnect during the current interval. This value does not include abandoned calls.
% In Svc Level The percentage of calls answered within the administered service

level for this split

BCMS Historical Reports

BCMS Agent Report

The BCMS Agent Report provides traffic information for the specified agent. Depending on what is entered from the command line, the information may be displayed as either a time interval or a daily summary. The following screens show the BCMS Agent Time Interval Report and the BCMS Agent Daily Report.
list bcms agent 29213 day BCMS AGENT REPORT Switch Name: ABC COMPANY Agent: 29213 Agent Name: Dorothy Andrews AVG TOTAL ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD DAY CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME 6/27/97 16 3:33 0:00 42:14 142:43 42 1:51 241:40 42:40 6/28/97 0 0:00 0:00 0:00 0:00 0 0:00 0:00 25:00 6/29/97 0 0:00 0:00 0:00 0:00 0 0:00 0:00 39:45 6/30/97 18 5:51 0:00 28:21 106:10 43 1:39 339:55 30:36 7/01/97 20 5:33 0:00 13:22 154:15 26 1:48 378:50 19:58 7/02/97 28 3:57 1:36 86:47 114:09 44 1:46 312:31 21:55 7/03/97 9 5:39 14:56 46:49 32:11 12 :53 144:47 32:43 --------------------------------------------------------------------------SUMMARY 91 4:46 16:32 417:33 49:28 167 1:47 1417:43 209:37 TOTAL TOTAL Date: 11:38 pm WED MAY 29 2002 Page 1

TOTAL

AVG

TOTAL

list bcms agent 29297 time 08:00 12:00 BCMS AGENT REPORT Switch Name: ABC COMPANY 2002 Agent: 29297 Agent Name: Gloria Wright AVG TOTAL TOTAL TOTAL Date: 11:41 pm

Page

WED MAY 29

TOTAL

AVG

TOTAL

ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD TIME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME 8:00- 9:00 11 2:32 0:00 24:37 7:10 1 0:07 60:00 3:02 9:00-10:00 9 3:22 0:00 11:14 18:58 1 1:11 60:00 5:15 10:00-11:00 8 1:30 0:00 7:29 39:29 1 0:01 60:00 2:00 11:00-12:00 14 2:21 0:00 17:08 11:07 4 0:22 60:00 4:32 ---------------------------------------------------------------------------SUMMARY 42 2:28 0:00 60:28 76:44 7 0:24 240:00 14:49

The BCMS Agent Report fields are described below:

Agent Name The name of the agent. If no name is administered, the agents

extension will be displayed in the form EXT 65432.

Time/Day The time or day interval specified in the command line. ACD Calls The number of ACD calls answered by this agent for all splits during

the reporting interval. This value includes calls that flowed in from other splits.

Avg Talk Time The average duration of ACD calls for all splits the agent was logged into.

This value includes time spent talking and on hold, but does not include ring time at the agents voice terminal. If an agent puts a caller on hold, but does not enter another state, BCMS does not receive a message. As a result, the time on hold is credited to talk time until the agent enters another state.
Total After Call The total amount of time per ACD call that the agent spent in the

ACW work state for all splits during the reporting interval. This does not include time spent on ExtnIn or ExtnOut calls while in ACW.
Total Avail Time The sum of the time that the agent:

Was in Auto-In or Manual-In work modes for at least one split Was not in ACW in any split Was not on any call

Total AUX/Other The sum of the time that the agent has the AUX button pressed

and is not doing anything else for any of the other splits (that is, the sum of the time that the agent is in AUX work mode for all splits). This value does not include time the agent spent on a direct call or in Manual-In, Auto-In, or ACW mode for another split.

 Extn Calls The total number of non-ACD incoming and outgoing calls for this

agent during the reporting interval. Only those non-ACD calls that are originated/received while the agent is logged into at least one split will be counted.
Avg Extn Time The average amount of time that the agent spent on non-ACD calls

while logged into at least one split during the reporting interval.

Total Time Staffed The total time that the agent spent logged into at least one split

during the reporting interval. Staff time is clocked for an agent who is in multiple splits as long as the agent is logged into any split. Concurrent times for each split are not summed.
Total Hold Time The total time that the agent placed ACD calls on hold. This is the

callers hold time and is independent of the state of the agent. Hold time for non-ACD calls is not included.
Summary The total of each of the columns that do not contain averages. Columns

that do contain averages are the total time divided by the number of calls.

BCMS Agent Summary Report

The BCMS Agent Summary Report is similar to the Agent Report except that this report provides one line of data for each agent that includes all data for the specified times. Customers can specify one or more agents by entering agent IDs or extensions. A single report can contain data on up to 30 agents. The range of information can be by login ID or extension, depending on whether VuStats Login IDs is administered.
list bcms summary agent 29212-29220 day Page 1

BCMS AGENT SUMMARY REPORT Switch Name: ABC COMPANY Date: 11:26 pm WED MAY 29 2002 Day: 7/03- 7/03 AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD AGENT NAME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME Agent 01 0 0:00 0:00 0:00 0:00 0 0:00 0:00 0:00 Agent 02 9 5:39 14:56 46:49 32:11 12 1:53 144:47 31:57 Agent 03 18 1:00 0:00 143:23 307:52 22 0:47 468:56 4:22 Agent 04 28 5:17 0:00 76:03 160:18 18 2:22 384:11 52:36 Agent 05 5 1:10 0:00 90:18 165:17 15 2:05 261:24 0:46 Agent 06 5 6:18 0:00 203:18 77:07 18 2:19 311:57 4:59 Agent 07 0 0:00 0:00 64:12 50:00 0 0:00 114:12 0:00 Agent 08 10 3:15 0:00 192:50 169:25 35 2:15 394:40 4:39 ---------------------------------------------------------------------------SUMMARY 75 3:49 14:56 816:53 962:10 120 1:57 2080:07 99:19

list bcms summary agent 29212-29220 time 14:00 15:00

Page

BCMS AGENT SUMMARY REPORT Switch Name: ABC COMPANY Date: 11:27 pm WED MAY 29 2002 Time: 14:00-15:00 AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD AGENT NAME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME Agent 01 0 0:00 0:00 0:00 0:00 0 0:00 0:00 0:00 Agent 02 2 17:58 0:00 0:29 4:11 0 0:00 40:32 27:24 Agent 03 3 0:15 0:00 20:54 38:22 2 0:07 60:00 0:20 Agent 04 4 3:37 0:00 17:00 28:34 2 7:11 60:00 7:11 Agent 05 0 0:00 0:00 0:00 0:00 0 0:00 0:00 0:00 Agent 06 0 0:00 0:00 0:00 0:00 0 0:00 0:00 0:00 Agent 07 0 0:00 0:00 49:52 10:08 0 0:00 60:00 0:00 Agent 08 0 0:00 0:00 15:02 39:57 5 3:54 54:59 0:00 ---------------------------------------------------------------------------SUMMARY 9 5:41 0:00 103:17 121:12 9 3:47 275:31 34:55

The BCMS Agent Summary Report fields are described below:

Agent Name The name of the agent If no name is administered, the agents

extension will be displayed in the form EXT 65432.

ACD Calls The number of ACD calls answered by this agent for all splits during

the current interval. This number also includes calls that flowed in from other splits and direct agent calls.
Avg Talk Time The average duration of ACD calls for all splits the agent was

logged in to. This includes time spent talking and but does not include the amount of time the agent was holding on an ACD call or ring time at the agents voice terminal.
Total After Call The total amount of time that the agent spent in call-related or non-call-

related ACW work states for all splits during the reporting interval. This does not include time spent on direct incoming or outgoing calls while in ACW. If an agent entered ACW in one interval, but ended ACW in another interval, the appropriate amount of ACW time is credited to each of the intervals.
Total Avail Time The sum of the time that the agent was available to receive ACD

calls during the current interval During this time the agent: Was not in ACW in any split Was not on any call or placing any call Did not have ringing calls

Was in Auto-In or Manual-In work modes for at least one split

Total Aux/Other The sum of the time that the agent has the AUX button pressed and

is not doing anything else for any of the other splits (that is, the sum of the time that the

agent is in AUX work mode for all splits). This value does not include time the agent spent on an EXTN call or in Manual-In, Auto-In, or ACW mode for another split. Note that if the agent was in Other for all logged-in splits, that time is reflected here. For example, ringing calls can cause several seconds of AUX time to accrue.
Extn Calls The total number of non-ACD incoming and outgoing calls for this

agent during the reporting interval. Only those non-ACD calls that are originated/received while the agent is logged into at least one split are counted.

Avg Extn Time The average amount of time that the agent spent on non-ACD calls

while logged into at least one split during the reporting interval. This average does not include time when the agent was holding the EXTN call.
Total Time Staffed The total time that the agent spent logged into at least one split

during the reporting interval. Staff time is clocked for an agent who is in multiple splits as long as the agent is logged into any split. Concurrent times for each split are not totaled.
Total Hold Time The total time that the agent placed ACD calls on hold. This time

is the callers hold time and is independent of the state of the agent. Total Hold Time does not include the hold time for non-ACD calls.
Summary The total of each of the columns that do not contain averages. Columns

that do contain averages are the total time divided by the number of calls.

BCMS Split Report

The BCMS Split Report provides traffic information for the specified split number. Depending on what is entered on the command line, the information may be displayed as either a time interval or a daily summary. The following screens show the BCMS Split Time Interval Report and the BCMS Split Daily Report.
list bcms split 60 time 08:00 12:00 Page 1

BCMS SPLIT REPORT Switch Name: ABC COMPANY Date: 11:41 pm WED MAY 29 2002 Split: 60 Split Name: SALES1 Acceptable Service Level: 20 AVG AVG AVG TOTAL TOTAL % IN ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV TIME CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL 8:00- 9:00 166 0:06 1 0:01 2:09 18:10 5 8 2094:01 47.2 93 9:00-10:00 206 0:28 2 0:41 2:01 81:03 7 10 2263:07 48.5 62 10:00-11:00 199 0:08 4 0:09 1:53 40:51 2 19 2336:21 49.5 85 11:00-12:00 156 0:12 1 0:01 2:06 44:58 4 7 2351:30 49.0 82 ----------------------------------------------------------------------------SUMMARY 27 0:14 8 0:15 2:02 185:02 18 44 9044:59 48.6 80

list bcms split 60 day

Page

BCMS SPLIT REPORT Switch Name: ABC COMPANY Date: 11:41 pm WED MAY 29 2002 Split: 60 Split Name: SALES1 Acceptable Service Level: 20 AVG AVG AVG TOTAL TOTAL % IN ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV DAY CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL 6/27/97 1774 0:28 43 0:31 2:17 247:01 29 130 ****:** 21.4 61 6/28/97 830 0:29 21 0:27 2:07 164:58 17 31 ****:** 11.2 65 6/29/97 680 0:48 26 1:01 2:07 196:50 0 19 6645:11 7.7 52 6/30/97 2103 0:29 43 0:34 2:09 335:02 91 85 ****:** 20.1 61 7/01/97 2318 0:34 53 0:33 2:11 943:48 55 97 ****:** 22.6 57 7/02/97 2010 0:23 59 0:31 2:06 586:37 112 96 ****:** 24.3 69 7/03/97 1711 0:17 28 0:23 2:09 637:53 28 88 ****:** 23.0 77 -----------------------------------------------------------------------------SUMMARY 11426 0:28 273 0:34 2:10 3112:09 332 546 ****:** 18.6 63

The BCMS Split Report fields are described below:

Split The split number specified with the command line. Split Name Displays the name that is administered for this split number. If no name exists,

then the split extension (for example, EXT 65432) will be displayed.

Acceptable Service Level The desired time to answer for a given hunt group (split or

skill). Timing for the call begins when the call enters the hunt group queue.
Time/Day The time or day interval specified in the command line.

ACD Calls The number of ACD calls completed for this split during the current interval.

This number also includes calls that flowed in from other splits.

Avg Speed Ans The average amount of time ACD calls spent in queue and ringing at an

agents voice terminal before being answered during the reporting interval. Calls that flowed in will not have queue time from the previous split included in this average. This value does not include time listening to a forced first announcement.
Aband Calls The total number of ACD calls that have hung up while waiting to be

answered. This value includes those calls that have abandoned while in queue or while ringing. Calls that are not queued (because the queue is full, the caller receives a forced first announcement and abandons during the announcement, or no agents are staffed) will not be counted as abandoned.
Avg Aband Time The average time before an ACD call abandons. This value does

not include any time spent in another splits queue before flowing into this split. This value does not include time listening to a forced first announcement. spent talking and on hold. The calculation does not include ring time at an agents voice terminal.

Avg Talk Time The average duration of ACD calls for each split. This includes time

 Total After Call The total amount of time that the agents in this split spent in ACW mode

during the reporting interval. The calculation does not include time spent on ExtIn or ExtOut calls while in ACW. from another BCMS-measured split, or are call forwarded (interflowed) to this split during the reporting interval. This total does not include calls, which are interflowed from a remote switch by means of the Look Ahead Interflow feature.
Flow Out The total number of calls queued to this split that were:

Flow In The total number of calls that this split received as a coverage point (intraflowed)

Successfully sent to the splits coverage point Forwarded-out via call forwarding Answered via the Call Pickup feature Forwarded-out via Look Ahead Interflow

Total AUX Other The total time that logged-in agents in this split were unavailable

to receive calls during the reporting interval. This value also includes time agents put calls on hold and did not make another state selection. This value does not include the time agents spent on another splits calls or in ACW for another split.
Avg Staff The average number of agents who were logged into this split (staffed)

during the reporting interval. level for this split.

% In Serv Level The percentage of calls answered within the administered service Summary For those columns that specify averages the summary will also be an

average for the entire reporting interval. For the ACD Calls, Aband Calls, Total After Call, Flow In, Flow Out, AUX Time, and Total Hold Time columns, the summary will be the sum of individual time intervals or specified days.

BCMS Split/Skill Summary Report

The BCMS Split/Skill Summary Report summarizes traffic information for all split/skills. The following screen shows the BCMS Summary Report.
list bcms summary skill 60-66 day Page 1

BCMS SKILL SUMMARY REPORT Switch Name: ABC COMPANY Date: 11:31 pm WED MAY 29 2002 Day: 7/03- 7/03 AVG AVG AVG TOTAL TOTAL % IN ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV SKILL NAME CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL SALES1 1711 0:17 28 0:23 2:09 637:53 28 88 ****:** 23.0 77 STORE ROOM 450 0:22 15 0:14 5:34 360:22 12 9 ****:** 11.2 45 CUSTOMER SV 94 0:24 2 0:06 1:54 0:00 0 5 2055:32 1.9 70 EASTERN DIV 12 0:45 0 0:00 9:01 0:01 0 1 1403:40 1.5 46 WESTERN DIV 7 0:16 0 0:00 6:18 0:01 0 1 1921:06 1.6 62 ESCALATION 134 1:11 7 2:17 3:46 0:00 0 23 499:04 0.9 29 RETAIL LINE 17 0:10 0 0:00 4:42 22:28 11 10 ****:** 1.9 -----------------------------------------------------------------------------SUMMARY 2425 0:21 52 0:35 2:57 1020:45 51 137 ****:** 6.0 67

list bcms summary skill 60-66 time 08:00 17:00

Page

BCMS SKILL SUMMARY REPORT Switch Name: ABC COMPANY Date: 11:32 pm WED MAY 29 2002 Time: 8:00-17:00 AVG AVG AVG TOTAL TOTAL % IN ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV SKILL NAME CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL SALES1 1314 0:12 13 0:16 2:02 329:31 28 79 ****:** 45.6 82 STORE ROOM 303 0:21 10 0:10 5:17 162:46 8 6 7329:15 17.2 50 CUSTOMER SV 91 0:24 2 0:06 1:54 0:00 0 5 1647:30 4.0 68 EASTERN DIV 10 0:51 0 0:00 10:46 0:00 0 1 1131:21 2.8 45 WESTERN DIV 7 0:16 0 0:00 6:18 0:01 0 1 1567:13 3.4 62 ESCALATION 124 1:14 6 2:22 3:43 0:00 0 23 445:44 1.9 26 RETAIL LINE 17 0:10 0 0:00 4:42 22:28 11 10 ****:** 4.6 -----------------------------------------------------------------------------SUMMARY 1866 0:19 31 0:37 2:46 5 14:46 47 125 ****:** 11.3 72

The BCMS Split Summary report files are explained below.

Time/Day The time or day interval specified in the command line. Split Name Displays the name that is administered for this split number. If no name

exists, then the split extension (for example, EXT 65432) will be displayed.

ACD Calls The number of ACD calls completed for this split during the current

interval. This number also includes calls that flowed in from other splits and direct agent calls.

Avg Speed Ans The average amount of time ACD calls (split and direct agent) spent

in queue and ringing at an agents station before being answered during the reporting interval. Calls that flowed in will not have queue time from the previous split included in this average.
Aband Calls The total number of ACD calls that have hung up while waiting to be

answered during this time interval. This value includes those calls that have abandoned while in queue or while ringing. Calls that are not queued (because the queue is full, the caller receives a forced first announcement and abandons during the announcement, or no agents are staffed) will not be counted as abandoned. Also, calls that abandon while on hold will not be counted as abandoned.
Avg Aband Time The average time before an ACD call abandons. This value does

not include any time spent in another splits queue before flowing into this split

Avg Talk Time The average duration of ACD calls (split and direct agent) for each

split. This includes time spent talking. The calculation does not include ring time at an agents voice terminal or time spent on hold.
Total After Call The amount of time that the agents in this split spent in call-related

or non-call-related ACW mode during the reporting interval. This value includes time spent on direct incoming or outgoing calls while in ACW. If an agent entered ACW in

one interval, but left ACW in another interval, each interval will be credited with ACW time.
Flow In The total number of calls that this split received as a coverage point

(intraflowed) from another BCMS-measured split, or are call forwarded (interflowed) to this split during the reporting interval. This total does not include calls, which are interflowed from a remote switch by means of the Look Ahead Interflow feature. Flow Ins are recorded as they occur
Flow Out The total number of calls queued to this split that were:

Successfully sent to the splits coverage point after queuing for the specified dont answer interval (this does not include calls that went to coverage based on any other criterion). Forwarded-out via call forwarding. Answered via the Call Pickup feature. Forwarded-out via Look Ahead Interflow. First queued to this split and answered by the second or third split queued to.

Redirected back to this split or its coverage path due to Redirect On No Answer timing.
Total AUX/Other The total time logged-in agents in this split were unavailable to

receive calls during the reporting interval. This value includes time spent on non-ACD calls while in AUX for this split. This value does not include the time agents spent on another splits calls or in ACW for another split.
Avg Staff The average number of agents who were logged into this split (staffed)

during the reporting interval. level.

% In Serv Levl The percentage of calls answered within the administered service Summary For those columns that specify averages, the summary will also be an

average for the entire reporting interval. For the ACD Calls, ABAND Calls, Total After Call, Flow In, Flow Out, Total AUX/Other, and Total Hold Time columns, the summary will be the sum of individual time intervals or specified days.

BCMS Trunk Group Report

The BCMS Trunk Group Report gives statistical information for all BCMS trunk groups. The BCMS Trunk Group Report may be used by the ACD Administrator or System Administrator to monitor use of the trunk group and to determine the optimal number of trunks for the trunk group. Depending on what is entered on the command line, the information may be displayed as either a time interval or a daily summary. The following screens show the BCMS Trunk Group Time Interval Report and the BCMS Trunk Group Daily Report.

list bcms trunk 10 time 08:00 12:00

Page

BCMS TRUNK GROUP REPORT Switch Name: ABC COMPANY Date: 11:42 pm WED MAY 29 2002 Group: 10 Group Name: TrunkGrp10 Number of Trunks: 236 | INCOMING | OUTGOING |%ALL %TIME TIME |CALLS ABAND TIME CCS|CALLS COMP TIME CCS|BUSY MAINT 8:00- 9:00 3047 153 1:58 3599.11 3079 1986 2:00 3682.81 5 0 9:00-10:00 3144 127 1:54 3585.61 3667 2020 2:00 4392.95 15 0 10:00-11:00 3044 127 2:02 3708.88 3958 2111 1:55 4532.72 18 0 11:00-12:00 2687 117 2:17 3678.47 3484 2030 2:03 4297.06 5 0 ---------------------------------------------------------------------------SUMMARY 11922 524 2:02 14572.07 14188 8147 1:59 16905.54 11 0

list bcms trunk 10 day

Page

BCMS TRUNK GROUP REPORT Switch Name: ABC COMPANY Date: 11:42 pm WED MAY 29 2002 Group: 10 Group Name: TrunkGrp10 Number of Trunks: 236 | INCOMING | OUTGOING | %ALL %TIME DAY |CALLS ABAND TIME CCS|CALLS COMP TIME CCS| BUSY MAINT 6/27/97 36172 1313 2:21 51034.77 38697 23233 2:04 48080.56 7 0 6/28/97 15367 511 4:33 42014.54 7657 5010 2:18 10571.95 0 0 6/29/97 8121 482 5:20 25997.76 5057 3524 2:03 6229.19 0 0 6/30/97 39657 3165 2:39 62953.83 36252 21701 1:59 42987.18 9 0 7/01/97 37432 1715 2:45 61756.60 37840 23371 2:07 48120.87 8 0 7/02/97 36201 1948 2:30 54223.42 37216 22852 2:07 47220.73 7 0 7/03/97 34839 1434 2:16 47289.80 37131 21720 2:02 45375.13 4 0 -----------------------------------------------------------------------------SUMMARY 20778 10568 2:46 *****.** 19985 12141 2:04 *****.** 6 0

The BCMS Trunk Group Report fields are described below:

Trunk Group The trunk group number specified with the command line.

 Trunk Group Name The name that is administered for this trunk group. If no name is

administered, then this field is displayed as blank. the first interval being reported.

Number of Trunks The number of individual trunks in the trunk group at the end of Time/Day The time or day interval specified in the command line. Incoming Calls The total number of incoming calls carried by this trunk group. Incoming Aband The number of incoming calls that queued to ACD splits, then

abandoned (without being answered by a staffed agent within this split) during the reporting interval. Calls that cannot queue (for example, queue full, or calls that receive a busy signal from the CO because there are no available trunks) are not included in the Incoming Aband number.
Incoming Time The average holding time for incoming calls to this trunk group

during the specified reporting interval. Holding time is defined as the length of time in minutes and seconds that a facility is used during a call.
Incoming CCS The total holding time (usage) for incoming calls to the trunk group

during the specified reporting interval. The units are expressed in hundred call seconds (CCS).
Outgoing Calls The total number of outgoing calls for this trunk group during the

specified reporting interval.

Outgoing Comp The total number of outgoing calls that were placed over this trunk

group and answered during the specified reporting interval. Completion is determined by either return of network answer supervision, or a call that lasts longer than the answer supervision time-out parameter, whichever occurs first.
Outgoing Time The average holding time for outgoing calls during the specified

reporting interval.

Outgoing CCS The total holding time for outgoing calls from this trunk group. The units

are expressed in hundred call seconds (CCS).

% All Busy The percentage of time that all the trunks in this trunk group were busy. % Time Maint The percentage of time that one or more trunks have been busied-out

for maintenance purposes.

BCMS Trunk Group Summary Report

The BCMS Trunk Group Summary Report provides information about BCMS-measured trunk groups. The System Administrator can specify the trunk groups to be included in the report. This report can be used by the ACD manager or System Administrator to monitor use of one or more trunk groups and to determine the optimal number of trunks for the trunk group.

list bcms summary trunk 14-20 day

Page

BCMS TRUNK GROUP SUMMARY REPORT Switch Name: ABC COMPANY Date: 11:33 pm WED MAY 29 2002 Day: 7/03- 7/03 | INCOMING | OUTGOING |%ALL %TIME GROUP NAME |CALLS ABAND TIME CCS|CALLS COMP TIME CCS|BUSY MAINT TrunkGrp1 18303 429 2:49 30847.29 5 5 7:15 21.76 0 0 TrunkGrp2 34839 1434 2:16 47289.80 37131 21720 2:02 45375.13 4 0 TrunkGrp3 10063 261 3:33 21415.47 0 0 0:00 0.00 0 0 TrunkGrp4 26631 1377 2:27 39078.39 3290 1869 2:10 4279.02 0 0 TrunkGrp5 5522 245 2:38 8738.19 0 0 0:00 0.00 0 0 ----------------------------------------------------------------------------SUMMARY 95358 3746 2:35 *****.** 40426 23594 2:03 49675.91 1 0

list bcms summary trunk 14-20 time 08:00 17:00

Page

BCMS TRUNK GROUP SUMMARY REPORT Switch Name: ABC COMPANY Date: 11:33 pm WED MAY 29 2002 Time: 8:00-17:00 | INCOMING | OUTGOING |%ALL %TIME GROUP NAME |CALLS ABAND TIME CCS|CALLS COMP TIME CCS|BUSY MAINT TrunkGrp1 16850 376 2:52 28925.24 5 5 7:15 21.76 0 0 TrunkGrp2 24733 992 1:55 28497.31 32531 18279 1:58 38360.23 6 0 TrunkGrp3 7700 210 3:12 14806.33 0 0 0:00 0.00 0 0 TrunkGrp4 24610 1273 2:28 36408.67 3289 1868 2:10 4278.27 0 0 TrunkGrp5 5108 232 2:34 7880.55 0 0 0:00 0.00 1 0 ----------------------------------------------------------------------------SUMMARY 79001 3083 2:27 *****.** 35825 20152 1:59 42660.26 2 0

The BCMS Trunk Group Summary Report fields are described below:
Trunk Group The trunk group number specified with the command line. Trunk Group Name The name that is administered for this trunk group. If no name is

administered, then this field is displayed as blank. the first interval being reported.

Number of Trunks The number of individual trunks in the trunk group at the end of Time/Day The time or day interval specified in the command line. Incoming Calls The total number of incoming calls carried by this trunk group.

 Incoming Aband The number of incoming calls that queued to ACD splits, then

abandoned (without being answered by a staffed agent within this split) during the reporting interval. Calls that cannot queue (for example, queue full, or calls that receive a busy signal from the CO because there are no available trunks) are not included in the Incoming Aband number.
Incoming Time The average holding time for incoming calls to this trunk group

during the specified reporting interval. Holding time is defined as the length of time in minutes and seconds that a facility is used during a call.
Incoming CCS The total holding time (usage) for incoming calls to the trunk group

during the specified reporting interval. The units are expressed in hundred call seconds (CCS).
Outgoing Calls The total number of outgoing calls for this trunk group during the

specified reporting interval.

Outgoing Comp The total number of outgoing calls that were placed over this trunk

group and answered during the specified reporting interval. Completion is determined by either return of network answer supervision, or a call that lasts longer than the answer supervision time-out parameter, whichever occurs first.
Outgoing Time The average holding time for outgoing calls during the specified

reporting interval.

Outgoing CCS The total holding time for outgoing calls from this trunk group. The units

are expressed in hundred call seconds (CCS).

% All Busy The percentage of time that all the trunks in this trunk group were busy. % Time Maint The percentage of time that one or more trunks have been busied-out for

maintenance purposes.

BCMS Vector Directory Number (VDN) Report (available when Call Vectoring is optioned)
The BCMS VDN Report provides statistical information for the specified VDN. Depending on what is entered on the command line, the information may be displayed as either a time interval or a daily summary. The following screens show the VDN Time Interval Report and the VDN Daily Report.

list bcms vdn 21314 day

Page

BCMS VECTOR DIRECTORY NUMBER REPORT Switch Name: ABC COMPANY Date: 11:43 pm WED MAY 29 2002 VDN: 21314 VDN Name: Customer Service Acceptable Service Level: AVG AVG AVG CALLS % IN CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV DAY OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL 6/27/97 32 29 0:10 2 0:58 6:20 1 0 0 6/28/97 0 0 0:00 0 0:00 0:00 0 0 0 6/29/97 0 0 0:00 0 0:00 0:00 0 0 0 6/30/97 24 21 0:25 3 0:54 6:10 0 0 0 7/01/97 23 22 0:24 1 0:07 8:55 0 0 0 7/02/97 17 15 0:28 2 1:13 3:06 0 0 0 7/03/97 16 16 0:23 0 0:00 6:02 0 0 0 ---------------------------------------------------------------------------SUMMARY 112 103 0:20 8 0:54 6:21 1 0 0

list bcms vdn 21314 time 08:00 12:00

Page

BCMS VECTOR DIRECTORY NUMBER REPORT Switch Name: ABC COMPANY Date: 11:44 pm WED MAY 29 2002 VDN: 21314 VDN Name: Customer Service Acceptable Service Level: AVG AVG AVG CALLS % IN CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV TIME OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL 8:00- 9:00 0 0 0:00 0 0:00 0:00 0 0 0 9:00-10:00 3 3 0:32 0 0:00 6:34 0 0 0 10:00-11:00 2 2 0:13 0 0:00 3:27 0 0 0 11:00-12:00 4 4 0:23 0 0:00 3:17 0 0 0 ----------------------------------------------------------------------------SUMMARY 9 9 0:24 0 0:00 4:25 0 0 0

The BCMS VDN Report fields are described below:

VDN The VDN specified with the command line. VDN Name The name that is administered for this VDN. If no name exists,

then the VDN extension (for example, EXT 64532) will be displayed. begins when the VDN in encountered.

Acceptable Service Level The desired time to answer the VDN. Timing for a call Time/Day The time or day interval specified in the command line.

 Calls Offered The total number of ended calls that accessed the VDN during the

current interval.

ACD Calls The total number of calls to the VDN that ended in the specified interval

and were answered as a result of a queue to main or check backup split step.

Avg Speed Ans The average time that calls spend in a vector before being connected as an

ACD call to an agent (for example, via a queue to main split or check backup step) during the current interval. This includes queue time and time ringing at an agents voice terminal.
Aband Calls The total number of calls that have abandoned from the VDN before

being answered or outflowed to another position during the current interval. This value includes calls that abandoned while in vector processing or while ringing an agent. Calls that abandoned immediately after the agent answered are recorded as Num Ans.
Avg Aband Time The average time calls spent waiting in this VDN before being

abandoned by the caller during the current interval.

Avg Talk/Hold The average duration of calls (from answer to disconnect) for this

VDN during the current interval. This includes time spent talking and on hold. The calculation does not include ring time at an agents voice terminal. announcement, and were answered there.

Conn Calls The number of ended calls that were routed to a station, attendant, or Flow Out The total number of ended calls that were routed to another VDN or to a trunk,

including successful lookahead attempts. Flow-Out does not include calls that encounter a goto vector command. Once a call outflows, the system does not take further measurements on the call for this VDN. As a result, if an outflowed call later abandons, it will not be recorded in Num Aband for this VDN.
Calls Busy/Disc The total number of calls that were forced busy or forced

disconnect during the current interval. This value does not include abandoned calls.
% In Serv Levl The percentage of calls that were answered with the administered

service level for this VDN.

Summary For those columns that specify averages, the summary will also be an

average for the entire reporting interval. The total of each of the columns that do not contain averages.

BCMS VDN Summary Report (available when Call Vectoring is optioned)

The BCMS VDN Summary Report is similar to the VDN Report except that the System Administrator can specify up to 30 extensions to include in the report. Also, this report provides one line of data for each VDN included in the report, and the one line includes all data for the specified times. If no data exists for a VDN, the VDN does not appear on the report.

list bcms summary vdn 21314-21320 day

Page

BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT Switch Name: ABC COMPANY Date: 11:36 pm WED MAY 29 2002 Day: 7/03- 7/03 AVG AVG AVG CALLS % IN CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV VDN NAME OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL Sales 16 16 0:23 0 0:00 6:02 0 0 0 Service 14 13 0:26 1 0:02 4:59 0 0 0 Warranty 158 143 0:50 15 1:13 4:17 0 0 0 Maintenance 35 33 0:09 1 0:18 2:32 1 0 0 Billing 84 78 0:12 3 0:07 1:37 3 0 0 Hotline 0 0 0:00 0 0:00 0:00 0 0 0 -----------------------------------------------------------------------SUMMARY 307 283 0:32 20 0:57 3:29 4 0 0

list bcms summary vdn 21314-21320 time 08:00 17:00

Page

BCMS VECTOR DIRECTORY NUMBER SUMMARY REPORT Switch Name: ABC COMPANY Date: 11:37 pm WED MAY 29 2002 Time: 8:00-17:00 AVG AVG AVG CALLS % IN CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV VDN NAME OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL Sales 16 16 0:23 0 0:00 6:02 0 0 0 Service 14 13 0:26 1 0:02 4:59 0 0 0 Warranty 150 135 0:53 15 1:13 4:28 0 0 0 Maintenance 35 33 0:09 1 0:18 2:32 1 0 0 Billing 81 75 0:13 3 0:07 1:40 3 0 0 Hotline 0 0 0:00 0 0:00 0:00 0 0 0 -----------------------------------------------------------------------SUMMARY 296 272 0:33 20 0:57 3:35 4 0 0

The BCMS VDN Summary Report fields are described below:

Time/Day The time or day interval specified in the command line. VDN Name The name administered for this VDN. If no name exists the VDN extension

is displayed.

Calls Offered The total number of completed calls that accessed the VDN during the

current interval.

ACD Calls The total number of calls to the VDN that ended in the specified interval and

were answered by an agent as a result of a queue to main or check backup split step.

Avg Speed Ans The average time that calls spend in a vector before being connected as an

ACD call to an agent (for example, via a queue to the main split or check backup step) during the current interval. This includes queue time and time ringing at an agents station.
Aband Calls The total number of calls that have abandoned from the VDN before being

answered or outflowed to another position during the current interval. This value includes calls that abandoned while in vector processing or while ringing an agent. Calls that abandoned immediately after the agent answered are recorded as Num Ans.

 Avg Aband Time The average time calls spent waiting in this VDN before being

abandoned by the caller during the current interval.

Avg Talk/Hold The average duration of calls (from answer to disconnect) for this

VDN during the current interval. This includes time spent talking and on hold. The calculation does not include ring time at an agents voice terminal. announcement, and were answered there.

Conn Calls The number of ended calls that were routed to a station, attendant, or Flow Out The total number of ended calls that were routed to another VDN or to a trunk. Calls Busy/Disc The total number of calls that were forced busy or forced disconnect

during the current interval. This value does not include abandoned calls. level for this VDN.

% In Serv Levl The percentage of calls that were answered with the administered service Summary For those columns that specify averages, the summary is also an average for the

entire reporting interval. For the Total Attempts, Num Ans, Num Aband, Flow Out, and Other Calls columns, the summary is the sum of individual time intervals or specified days.