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Basic Call Management System
5-5
Overview
555-233-001 — Issue 2 — November 2000
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