Avaya R2 Betriebsanweisung PDF herunterladen (Seite 259)

Glossary

GL-3

Glossary

BCMS (Basic Call Center Management System). A software feature

of the DEFINITY system which collects data about inbound

ACD calls and how they are handled.

CCS The report item Centum Call Seconds (CCS) is the number of

100-second increments in which the trunk was busy during the

intrahour interval. A trunk is “seized'' while the call is in

queue and while the call is connected to an agent. Therefore,

wait time for abandoned calls is figured into the CCS figures.

For example, since a half-hour has 1800 seconds, the

maximum CCS for each trunk in a trunk group is 18 CCS.

Multiplying 18 CCS by the number of trunks in a trunk group

gives you the maximum occupancy for the trunk group, which

you can then compare with your actual CCS. A CCS example

follows.

Data module A serial communications device used for the asynchronous

transfer of data. BCMS Vu connects to the DEFINITY system

through a data module.

BCMS Vu does not work with analog modems,

PDMs, or INADS.

DEFINITY system

BCMS interval

The period of time, either one hour or one half hour, during

which measurements are collected in the DEFINITY system.

At the end of the interval, counts are reset to 0.

Note

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Avaya R2 Betriebsanweisung Seite 259