Administering Bcms; Interactions - Avaya Communication Manager Contact Center Manual

ACD contact center features

Administering BCMS

The following forms and fields are required to administer the BCMS feature.
Required forms – BCMS feature
Form
System Parameters Customer-
Options
Agent LoginID
BCMS/VuStats Login ID
Feature-Related System Parameters
Hunt Groups
Trunk Groups
Vector Directory Number (VDN)
All agents should log off before any changes are made to the BCMS/VuStats Login ID
form.
Measurements can be turned off for a split/skill while agents are logged in, but agents must
be logged off to start measurements for a split/skill.

Interactions

Call redirection and conference calls - For information about how BCMS records
redirects and conferences calls, see Avaya MultiVantage Call Center Software Basic Call
Management System (BCMS) Operations, 555-230-706.
92 Communication Manager Guide to ACD Call Centers
Field
Enable the following options:
ACD
BCMS (Basic)
BCMS/Service Level
VuStats
When BCMS is being used with EAS, complete all fields for
each agent
When BCMS is being used without EAS, enter a Login ID and
Name for each agent.
Administer the following options:
Minimum Agent-Login Password Length
BCMS/VuStats Measurement Interval
BCMS/VuStats Abandon Call Timer
Validate BCMS/VuStats Login IDs
Remove Inactive BCMS/VuStats
System Printer Endpoint
Lines Per Page
EIA Device Bit Rate
Measured
Acceptable Service Level
Measured
Measured
Acceptable Service Level