Call redirection and conference calls

For information on how BCMS records redirects and conferences calls, see the Communication Manager Call Center Software - Basic Call Management System (BCMS) Operations document.

Move agents from CMS

If agents are moved from one split or skill to another split or skill using CMS Supervisor, measurements are stopped for the agents from split or skill and started for the agent to split or skill.

If an attempt is made to move an agent from a non BCMS-measured split or skill to a measured BCMS split or skill using CMS Supervisor, and the move exceeds the maximum number of measured agents, Communication Manager rejects the move. Otherwise, internal BCMS measurements are started for the agent. If the an agent is moved from a split or skill that is measured by BCMS to a split or skill that is not measured by BCMS using CMS Supervisor, internal measurements for the agent stop.

Night Service

When night service is activated for a split or skill, new calls go to the alternate destination. BCMS does not record the calls as OUTFLOW. If the destination is a measured split or skill, BCMS treats the calls as new incoming calls, that is, BCMS does not record the calls as INFLOW.

System Measurements

The system can simultaneously produce BCMS reports, adjunct CMS reports, and Communication Manager traffic measurements.

Although some of the CMS and BCMS report information is similar, BCMS measurements are not determined in the same way as trunk group and hunt group measurements are reported in CMS. Therefore, representation of data in the two report types is not identical.