Basic Call Management System

Last Updated : Jun 11, 2013 |

Before you begin

Ensure that all agents have logged out of the system and the field option in the following fields on the System-Parameter Customer-Options screen is y:

  • ACD

  • BCMS (Basic)

  • BCMS/VuStats Service Level

  • VuStats

Procedure

  1. In the Measured field on the Trunk Group screen, select both or internal.
  2. Administer the following fields on the Call Center System Parameter pages of the Feature-Related System Parameters screen:

    • BCMS/VuStats LoginIDs

    • BCMS/VuStats Measurement Interval

    • BCMS/VuStats Abandon Call Timer (seconds)

    • Clear VuStats Shift Data

    • Validate BCMS/VuStats Login IDs

  3. Administer the Measured and Acceptable Service Level (sec) fields on the Vector Directory Number screen.
  4. Administer the Measured and Service Level Target (% in sec) fields on the Hunt Group screen for the skill number that is associated with the VDN.

    You can view the associated skill numbers in the following fields on the Vector Directory Number screen:

    • 1st Skill

    • 2nd Skill

    • 3rd Skill

  5. Administer all the fields on the BCMS/VuStats Login ID and Agent Login ID screens when you use BCMS with Expert Agent Selection (EAS).