hello, I need some help with a Definity phone switch problem that I'm hoping someone on this message board can assist me with.
We have an AT&T Definity G3?(not sure about the G3 because I don't see that mentioned on the casing), Sd-67150-01, J58890L
Two members of management came to me yesterday with the need to be able to pull information from the Definity, preferably through an external pc attached to it,
such as how many CSRs are on the phone at any given moment, how many are sitting on hold, etc.
I'm relatively new to how a Definity phone switch works. I inherited it as part of my job duties as an IT Manger when I started at my current employer over a year ago,
and before that time my background was more in computers and not telecom. I've been learning commands piecemeal over the past year+ when I've had to add
phone lines, change hunt groups, pickup groups, etc.
Right now, we have a external Win XP Pro-based pc attached via a serial cable to the Data Comm Equipment port on the Definity. This pc runs Microcall software
which makes various call data reports, but it only seems to work in batch not do any real-time processing.
I've spent a while yesterday afternoon looking on the 'net for external pc solutions that would pull real-time CSR data from the Definity switch, and after turning up little in
the way of a clear-cut description of an Out-Of-The-Box package/solution, I then researched how you would pull the data sitting in front of the Definity's terminal and
keyboard and found a .pdf manual, DEFINITY® Communications System Generic 1 BCMS that's been helpful. In one part of the manual it talks about the command
monitor bcms split ##, wihch should display a report that I think might be useful to Management, however I'm having trouble getting the report to display. I think the
problem lies in that I need to define some "agents" and "splits". From further searching on the 'net and using the Help screens on the Definity, I haven't found any help
for how to display and or define "agents" or "splits".
Can anyone help me with how to define Agents and/or Splits?
Also, something else I learned about our Definity switch yesterday is that as far as it's ability to generate BCMS reports in "real-time", the smallest increment of real-
time it can seem to do is a half-hour. I found a settings page in the Definity and it showed me that Hour and Half-Hour were the only two valid choices. Since a half-hour
is as small a time increment as it can seem to go, it might be the case then that the Definity can't generate these real-time reports down-to-the-second?
I would though like to get the feature working down-to-30-minutes at least.
thanks in advance,
david
We have an AT&T Definity G3?(not sure about the G3 because I don't see that mentioned on the casing), Sd-67150-01, J58890L
Two members of management came to me yesterday with the need to be able to pull information from the Definity, preferably through an external pc attached to it,
such as how many CSRs are on the phone at any given moment, how many are sitting on hold, etc.
I'm relatively new to how a Definity phone switch works. I inherited it as part of my job duties as an IT Manger when I started at my current employer over a year ago,
and before that time my background was more in computers and not telecom. I've been learning commands piecemeal over the past year+ when I've had to add
phone lines, change hunt groups, pickup groups, etc.
Right now, we have a external Win XP Pro-based pc attached via a serial cable to the Data Comm Equipment port on the Definity. This pc runs Microcall software
which makes various call data reports, but it only seems to work in batch not do any real-time processing.
I've spent a while yesterday afternoon looking on the 'net for external pc solutions that would pull real-time CSR data from the Definity switch, and after turning up little in
the way of a clear-cut description of an Out-Of-The-Box package/solution, I then researched how you would pull the data sitting in front of the Definity's terminal and
keyboard and found a .pdf manual, DEFINITY® Communications System Generic 1 BCMS that's been helpful. In one part of the manual it talks about the command
monitor bcms split ##, wihch should display a report that I think might be useful to Management, however I'm having trouble getting the report to display. I think the
problem lies in that I need to define some "agents" and "splits". From further searching on the 'net and using the Help screens on the Definity, I haven't found any help
for how to display and or define "agents" or "splits".
Can anyone help me with how to define Agents and/or Splits?
Also, something else I learned about our Definity switch yesterday is that as far as it's ability to generate BCMS reports in "real-time", the smallest increment of real-
time it can seem to do is a half-hour. I found a settings page in the Definity and it showed me that Hour and Half-Hour were the only two valid choices. Since a half-hour
is as small a time increment as it can seem to go, it might be the case then that the Definity can't generate these real-time reports down-to-the-second?
I would though like to get the feature working down-to-30-minutes at least.
thanks in advance,
david
