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 2


NETWORK OPERATIONS SYSTEM


BUSINESS NETWORK MANAGEMENT


USER GUIDE


Issued: 90 03 30
Vintage: NSR28-30 01
Standard
{ Northern Telecom Ltd.
Printed in U.S.A.


Table of Contents


Introduction   1


Your Telephone Network   1


What BNM Does  4


The Parts of a BNM System     6


This Manual    7


Getting Started     9


Using a Terminal    9


Starting and Stopping BNM     14


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Using Windows  16


Producing Reports and Tapes on Demand   19


Introduction   19


Selecting Data Files     20


Producing a Report or Tape from Several Files     23


Listing Files  24


Producing a Report or Tape from One File     24


Producing Reports and Tapes at Scheduled Intervals     25


Introduction   25


Displaying the Current Schedule    28


Adding a Job   30


Changing or Deleting a Job    32


The Job Queue  35


Interactive SMDR Data Spooling     39


Introduction   39


Running a Spooling Session    39


Call Tracking  43


Introduction   43


Example   44


Starting Call Tracking   45


Displaying More Call Details  52


Continuing Call Tracking 57


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Interpreting Operational Measurements Reports     61


Introduction   61


Parts of an OM Report    62


Attendant Subgroup Reports    63


Attendant Console Reports     71


Off-Hook And Call-Back Report 76


Call Park Reports   81


Customer Group Reports   84


Subscriber Line Usage Reports 88


Trunk Group Usage Reports     90


Virtual Facility Group Usage Reports    96


Interpreting Killer Trunk Reports  101


Introduction   101


The Parts of a KT Report 102


Interpreting Automatic Trunk Testing Reports 107


Introduction   107


The Parts of an ATT Report    107


MAP Passthrough     115


Using DMS MAP PASSTHRU   115


Required Information     116


Initiating MAP Passthru  117


DMS Command Level   118


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Exiting from CMAP   119


Changing Device IDs 119


Index     121


Introduction


Your


Telephone Network


Business Network Management (BNM) is a computer application that helps your
organization manage the Meridian Digital Centrex telephone network it leases
from the telephone company. BNM provides up-to-date information about the
network so that you can easily:


-    track and allocate communication costs


-    detect and locate problems in the network


-    decide how to adjust the available communication services to     meet
actual demand efficiently


Before you can understand what Business Network Management does and operate it
effectively, you must know what some of the parts of your telephone network are
and what they do.


The next few pages introduce some of the basic components and features of the
network that you should be familiar with before using BNM. The remainder of the
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   PAGE


chapter then explains what BNM does and introduces the parts of a BNM system.


Stations


A station is a telephone set. Your network may include several different types
of stations, from ordinary rotary dial telephones to sophisticated business
sets with extra keys and add-on modules.


Subscriber Lines


A subscriber line is a connection between a station on your organization's
premises and a switch on the telephone company's premises. One subscriber line
can carry one telephone call at a time.


Switches


A switch is a piece of equipment on the telephone company's premises that
routes calls to and from the stations in your network and other stations in the
outside world. The switch provides the network with custom calling features
such as call pickup and speed calling. Large networks may have facilities on
several switches.


Switches also monitor and record information about activities taking place in
the network. One of the main functions of Business Network Management is to
collect that information and produce useful reports and tapes from it.


Nodes


A node is a portion of a switch that is reserved for your network. You often
need to know the names of the nodes in your network when you are using Business
Network Management.


Trunks and Trunk Groups


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A trunk is a connection between switches that can carry one telephone call at a
time. Trunks that connect the same two switches and are used for the same
purpose are usually grouped together into trunk groups. If your network is
large enough to have two or more nodes, it may have its own dedicated trunk
groups between them.

<See Fig. Intro.>Virtual Trunks and Virtual Facility Groups


A "virtual" or "logical" trunk is a connection between a node in your network
and another part of the same switch that is not part of your network. Virtual
trunks are usually grouped into virtual facility groups.


Customer Groups


A customer group is a group of stations that belong to the same organization
and have access to the same Meridian Digital Centrex] features. Your
organization may have only one customer group, or it may divide stations into
two or more groups for administrative purposes. For example, stations in
different buildings or divisions of a company might belong to different
customer groups.


A person can call directly from one station to another station in the same
customer group or the same "family" of customer groups by dialing its
extension. The extension usually contains fewer digits than a 7-digit directory
number.


Attendant Consoles


An attendant console is a local switchboard for a customer group. Most customer
groups have one or more attendant consoles.


Attendants (operators) answer calls that are made to an organization's listed
directory numbers (the ones published in phone books) from outside the
organization. They then transfer the calls to the appropriate local extensions.
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   PAGE loop keys


A console has six "loop keys" that an attendant can use to originate, answer,
and extend calls.


Attendants also handle other types of calls that cannot be made directly for
one reason or another. Some organizations restrict the types of calls that can
be made or received at certain stations without the assistance of an attendant.


If a network has the Direct Inward Dialing feature, outside callers can call
stations in the network directly, without going through an attendant, by
dialing 7-digit directory numbers. With Direct Outward Dialing, internal
callers can dial certain types of outside calls without going through an
attendant.


Attendant Subgroups


Attendant subgroups permit attendant-type calls to be answered locally during
working hours and at a central location during off-hours. For example, if you
have several locations, each with its own listed directory number, each
location might form an attendant subgroup. Each location is served by its own
attendant subgroup during the day, but during off-hours all attendant-type
calls are directed to the central subgroup.


There can be a maximum of eight attendant subgroups within a customer group. If
you do not require subgroups, then all attendant consoles in the customer group
belong to the same subgroup.


What BNM Does



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The basic function of Business Network Management is to collect information
about your telephone network and record that information on tapes and printed
reports. Your system may collect one or more of the following types of data,
depending on your requirements:



 SMDR     Station Message Detail Recording data. This data gives detailed
information about every call that passes through your network.


     SMDR data is often used to control and allocate communications costs
because the individuals or departments that incur the costs are clearly
identified.


     BNM can spool (transfer) SMDR data to a computer terminal or printer. BNM
can also transfer SMDR data onto tapes that can be processed by other computer
applications.


OM


 Operational Measurements data. OM data shows how busy parts of your network
are and how efficiently they are working. BNM can produce printed reports from
OM data about the following features of the network:


          -    attendant consoles
     -    the call park feature
     -    customer groups
     -    subscriber lines
     -    trunk groups
     -    virtual facility groups


 KT


 Killer Trunk data. This data shows the results of the "Killer Trunk" tests
that are carried out by the nodes in your network. These tests identify
"killer", "slow release", "always busy", and "always idle" trunks. BNM can
produce printed reports from KT data.


ATT


 Automatic Trunk Testing data. This data shows the results of the Automatic
Trunk Testing tests that are carried out by the nodes in your network. These
transmission tests identify trunks that have unacceptable levels of noise and
signal loss. BNM can produce printed reports from ATT data.


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Another major feature of BNM is Call Tracking. This feature uses stored SMDR
data to help you investigate complaints about calls that could not be
completed, were cut off, or had bad connections.


Not discussed in this manual is a powerful optional feature of BNM called
Station Administration. This feature lets you administer the directory numbers
and features that are assigned to stations in your network yourself, instead of
having to call the telephone company every time you want to add a new station
to a call pickup group or find out which Meridian Digital Centrex features have
been assigned to which stations. Station Administration is explained in a
separate document.


The


Parts of a BNM System


The basic components of a Business Network Management system are computers
called Dynamic Network Control (DNC] ) systems. The telephone company provides
BNM services to you from one called a DNC-500 or a DNC-50. Depending on how
large your telephone network is and which features of BNM you use, you may have
any one of the following types of BNM systems:


-    a DNC-100
-    a "virtual" DNC-100
-    a remote data link to a DNC-50


In addition to one or more DNCs, a BNM system also includes peripheral devices
such as video display terminals, printers, and magnetic tape drives.
<See Fig. Intro.1>
The


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DNC-500 and DNC-50


The DNC-500 or DNC-50 is a computer on the telephone company's premises that is
connected to all the nodes in your telephone network. Its main function is to
collect information about your network from the nodes, process that information
and store it temporarily, and then send the information to you. This DNC may
also collect information about other customers' networks, but you cannot see
any data that does not belong to you.


The difference between a DNC-500 and a DNC-50 is that the DNC-50 provides fewer
services. A DNC-500 can provide all BNM services, but a DNC-50 provides only
SMDR data collection, spooling and tape generation.


DNC-100 Systems


A DNC-100 is a computer on your premises that can only be connected to a
DNC-500 on the telephone company's premises. It can have one or more terminals
and printers and one tape drive attached to it. A DNC-100 gives you a
full-service BNM system.


Virtual DNC-100 Systems


If you don't need or want all the capabilities of a DNC-100, you may have a
"virtual" DNC-100 system instead. This consists of terminals and printers on
your premises that are connected directly to the DNC-500. In this type of
system, you have an account on the DNC-500 that allows you to use the basic
functions that a DNC-100 would provide.


Data Links to a DNC-50


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   PAGE


If the only BNM capability you use is SMDR data handling, you may have a remote
data link from a terminal or printer to a DNC-50. This link may be either
dedicated (always ready to transmit data from the DNC-50) or dial-up.


This Manual


This manual explains how to operate the basic features of Business Network
Management. It does not explain how to install or maintain the system, nor does
it explain the Station Administration features. This manual assumes that BNM
has already been installed and is being maintained by a local system
administrator.


If the only BNM connection you have is a data link to a DNC-50, the only
chapters of this manual that apply to you are this introduction and the chapter
"Interactive SMDR Data Spooling." All chapters apply to DNC-100 and virtual
DNC-100 systems. DNC-100s and virtual DNC-100s operate the same way except
where this manual explicitly notes otherwise.


Getting Started


Using a Terminal


You operate Business Network Management from a computer terminal that has a
video display screen and a keyboard. If you have a DNC-100, your terminals are
connected to the DNC-100 and you operate BNM from that computer. If you do not
have a DNC-100, your terminals are connected to the telephone company's DNC-500
and you are considered to be a remote user of the DNC-500.


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Your terminals may be either Northern Telecom M4000-series terminals, or ASCII
terminals that are compatible with Digital Equipment Corporation's VT100]
terminal. You operate BNM in basically the same manner on both types of
terminals. The differences between the terminals are explained in this chapter.


Turning on the Power


An M4000-series terminal does not have a power switch. Although the screen may
be dark, the terminal is always on when it is properly connected. The screen
darkens automatically when the terminal has not been used for about 10 minutes,
but whatever is displayed on the screen remains active. To turn the screen on
again, press any key on the keyboard. The SHIFT key is recommended because it
does not cause any data on the screen to change accidentally.


ASCII terminals have power switches. Some have screens that darken
automatically, but others do not. You should learn how to operate these
features on your own brand of ASCII terminal before using BNM.


Using the Keyboard


There are three important types of keys that you need to know about when you
use Business Network Management:


 Arrow Keys    The arrow keys are the four keys labeled with arrows that point
up, down, left, and right. They are used to move around on a screen. This
manual usually refers to them collectively as arrow keys.


Hardkeys  Hardkeys are keys such as ENTER, RETURN, and TAB that almost always
perform the same function. They are usually labeled on the keyboard. This
manual shows hardkeys in CAPITAL LETTERS.


 Softkeys Softkeys are keys that perform different functions depending on what
you are doing when you press them. Many computer systems call them function
keys.


     BNM uses the eight softkeys at the top of an M4000 keyboard. The current
function of each softkey is shown on the corresponding softkey icon at the
bottom of the screen. This manual shows the softkey functions like this:
<Exit>.


ASCII Keyboard Differences


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   PAGE


The diagram on the next page shows where to find some of the important keys on
an M4000 keyboard. Many of these keys also appear on ASCII terminals, but in
different places; for example, the arrow keys are often at the top of an ASCII
keyboard.
<See Getting Started>
ASCII terminals do not have keys that correspond exactly to the M4000 softkeys.
They also lack some of the M4000 hardkeys that BNM uses. BNM solves this
problem by accepting sequences of two keystrokes from an ASCII terminal as
equivalent to certain M4000 keys. The chart on the next page shows the
equivalent keys.



The


ATTN Key


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   PAGE


When an ASCII terminal is first connected to a BNM system, one key is
designated as an "attention" (ATTN) key. This key is always the first key in
the two-key sequences that substitute for M4000 keys. If you intend to use an
ASCII terminal, you should find out which key has been designated as the ATTN
key before you start using BNM.


Note: The VT 100 emulation on the DNC Workstation uses the TAB key as the ATTN
key.


This manual shows ASCII key sequences in parentheses after M4000 softkeys; for
example:


          <Exit> (ATTN 1)


The sequence "ATTN 1" means "press the attention key, then press 1."


Using the Screen


Business Network Management displays data on both M4000 screens and ASCII
terminal screens in much the same way, even though an ASCII terminal's screen
is slightly smaller than an M4000 screen. BNM compensates for the smaller
screen automatically. The only differences you are likely to notice if you have
both types of terminals are that an ASCII terminal does not show the date in
the top right corner and that the softkey icons are shaped differently on an
ASCII terminal.


BNM reserves certain areas of the screen for certain functions. The areas that
you should notice when you begin using BNM are the softkey icons along the
bottom of the screen and the message lines in the top left corner. The softkey
icons show you which functions you can perform by pressing the softkeys; the
message lines display messages that prompt you to enter data and inform you
about the status of the system.


Adjusting Brightness and Contrast


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   PAGE


To adjust brightness or contrast on an M4000 terminal, hold down the ALT and
SHIFT keys, then press one of the arrow keys repeatedly:


     to increase brightness, use the up-arrow key


     to decrease brightness, use the down-arrow key


     to increase contrast, use the left-arrow key


     to decrease contrast, use the right-arrow key


Different types of ASCII terminals have different types of brightness and
contrast controls. If necessary, ask your system administrator or a colleague
how to adjust brightness and contrast on your ASCII terminal.


<See Getting Started1>

Starting and Stopping BNM



You need to have a user identification name (user ID) and a password to use
BNM. These are assigned by a system administrator.


Business Network Management is ready to be used when the signon screen with the
Northern Telecom logo is showing. This screen should appear when you turn on an
ASCII terminal, and should be showing whenever BNM is not being used on an
M4000 terminal (remember to press the SHIFT key to lighten the display if the
screen has darkened). The screen reads "Welcome to DNC-100" or "Welcome to
DNC-500" depending on which type of DNC you are using.


If something other than the signon screen is showing, it means that someone
else was using BNM and did not sign off. In this case, press the MAIN MENU key
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(ATTN M) to reach the BNM main menu, then follow the instructions that appear
later in this chapter for signing off. (MAIN MENU is a key that is used to
create windows. See Using Windows later in this chapter for more information.)


<See Getting Started2>

Signing On


A message at the top of the signon screen prompts you to enter your user ID.
Use the letter keys on the keyboard to type your user ID, then press ENTER.


          ==> A new message asks for your password.


Type your password, then press ENTER. As a security measure, the password is
not displayed as you type it.


          ==> If the user ID and password are valid, the BNM main menu appears.
If the user ID or password is not valid, the system prompts for it again.


The BNM main menu can take many different forms. The sample on this page is a
typical main menu on a DNC-100. If you are a remote user of a DNC-500, your
menu probably shows only the Call Tracking, BNM Network Data Files, and
Scheduling Services options. Those are the only options that are explained in
this manual. Station Administration is explained in separate documents. The
other options are used by system administrators for administering the DNC and
are also explained in separate documents.


Using a Menu


Any BNM menu shows a selection of functions that you can perform at that point
in the program. On the menu there is a "highlight bar" that highlights one line
of the screen in reverse video.


To select an option from a menu, use the arrow keys to move the highlight bar
to the option you want, then press ENTER.


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   PAGE


For example, if you want to track a call, use the arrow keys until Call
Tracking is highlighted on the BNM main menu, then press ENTER to display the
Call Tracking Parameters screen.


Exiting from a Screen


On most screens you can exit from the screen and return to the previous screen
by pressing the first softkey (ATTN 1). This softkey is usually labeled <Exit>
or something similar. For example, if you followed the last example and
displayed the Call Tracking Parameters screen, press <Exit Track> (ATTN 1) to
return to the BNM main menu.


Signing Off


When you have finished using BNM, you should sign off to prevent unauthorized
people from using it. Return to the BNM main menu, then press <Sign Off> (ATTN
4).


     ==> A message prompts you to confirm that you want to sign off.


 Confirm that you want to sign off by pressing ENTER.


     ==> The signon screen appears and all windows are closed (see "Using
Windows," next in this chapter).


Using


Windows


You can have up to six activities operating at the same time. When you sign on
to BNM and select an option from the BNM main menu, the system opens a "window"
for that task. If you want to begin a new task without stopping the first task,
you can create another window. You can create five windows in addition to your
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   PAGE


original window for a total of six windows. BNM displays one window at a time,
but you can switch between them as often as you want.


Creating a New Window


To create a new window for a new task while maintaining the current tasks,
press MAIN MENU (ATTN M).


     ==> The BNM main menu appears so that you can select a new task.


This is the main menu of a new window. Your original task still exists in a
hidden window.


Select a new option from the BNM main menu.


     ==> The appropriate BNM screen appears for the new task, and a new "window
icon" appears in the top right corner of your screen.


Window Icons


Window icons are numbers that appear in the top right corner of the screen to
show you how many windows are open. On an M4000 terminal, these numbers appear
right below the date. There is no date displayed on an ASCII terminal, so the
window icons are on top.


The windows are numbered from 1 to 6. A window's number appears when the window
is open. For example, if windows 1, 2, and 3 are open, the numbers 1, 2, and 3
appear on the screen. If you open all six windows and then close numbers 2 and
5, the numbers 1, 3, 4, and 6 appear on the screen. The number of the current
window is highlighted.


Switching Between Windows


There are two ways to switch windows:


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   PAGE


     To display the next window in numerical sequence, press the WINDOW key
(ATTN N).


     To display a menu of all the open windows, press the SHIFT and WINDOW keys
together. You can then select the window you want from the menu by using the
arrow keys to highlight the selection and then pressing ENTER.


Closing Windows


All windows close when you sign off from BNM. To close one window while keeping
others open, first display that window, then terminate the activity that is
running in it by using the <Exit> softkey to return to the BNM main menu.


          ==> The window icon for that window disappears.


You can then start a new activity in the window, in which case the window icon
will reappear, or you can keep the window closed by switching to one of the
remaining open windows.


Producing Reports and Tapes on Demand


Introduction



This chapter explains how to produce reports and tapes on demand from data
about your telephone network that BNM has collected and stored on a DNC-100 or
DNC-500. It also explains how to list the data files on the screen and find
their status.


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   PAGE


A DNC usually stores data files for a few business days before deleting them to
make room for new ones. That means you can view only the last few days worth of
data on demand. (Usually you set up a schedule that prints reports or generates
tapes automatically at specified time intervals so that you don't lose any
data. See the next chapter, Producing Reports and Tapes at Scheduled Intervals,
for information about setting up a schedule.) The retention period may vary for
different types of data. Check with your system administrator to find out how
long data is kept on your system.


Reports


If you have dedicated facilities, you can produce a printed report from
Automated Trunk Testing (ATT) data, Killer Trunk (KT) data, or Operational
Measurements (OM) data if you have a properly configured printer. Usually your
system administrator sets up one printer that is always ready to receive
reports.


Tapes


If you have a DNC-100 with a tape drive, you can produce a tape from Station
Message Detail Recording (SMDR) data. Check with your system administrator
before using the tape drive to learn the procedures for using it on your
system.


Virtual DNC-100 systems do not include tape drives, so you cannot produce SMDR
tapes yourself. In this case, the telephone company may produce tapes and send
them to you, or you may receive SMDR data via a data link (see the chapter
"Receiving Spooled SMDR Data").


Selecting Data Files



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   PAGE


This section explains how to select the data files that you want to work with.
Start from the BNM main menu. Use the arrow keys to select the Network Data
Files option, then press ENTER.


     ==> If you have a virtual DNC-100, the DNC Feature Data menu appears.


     ==> If you have a DNC-100, the Network Data File menu appears. Select the
Feature Data option and press ENTER to reach the Feature Data menu.


The Feature Data menu lists the types of data that are available on your
system. You can work with only one type of data at a time. Use the arrow keys
to select a data type and then press ENTER.


     ==> A screen entitled "DNC - (data type)" appears. For example, if you
select KT, a screen entitled "DNC - KT" appears.


Entering Selection Criteria


So far you have selected all files of a particular type, such as KT. The DNC
(data type) screen provides more selection criteria to narrow the selection.


Node


Type the name of the node from which you want to see data. Press the RETURN key
or the TAB key to move to the next field.
<See Producing Reports>
Subgroup


This field appears only for OM data. It lists all the different types of OM
data that your BNM system collects (see the chapter Interpreting Operational
Measurements Reports for more information about these data types). Use the
arrow keys to select a particular type, then press RETURN or TAB to move to the
next field.


Collection Interval


This field identifies the interval over which the data was collected by the
node. Use the arrow keys to choose Daily, Weekly, Monthly, or All (all
intervals), then press RETURN or TAB to move to the next field.


Timespec


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   PAGE


If you want files that were collected by BNM during a particular time interval,
specify the interval in the Timespec fields. (Leave the fields blank if you
want files from all time intervals.) Use the RETURN key or the TAB key to move
between the fields. The values you can enter are the last two digits of the
year, a value from 1 through 12 for the month, 1 through 31 for the day, 0
through 23 for hours, and 0 through 59 for minutes.


Finishing the Selection Process


You can correct or change entries by using the RETURN or TAB key as many times
as necessary to move to the field you want to change, then typing over the
first entry or selecting a new value. The RETURN and TAB keys move you down the
screen field by field and then return to the top. You can also press SHIFT and
TAB together to move in the opposite direction.


Once you are satisfied with the values on the selection screen, you can produce
a report (for OM, ATT, or KT data) or a tape (for SMDR data) from all the files
you have selected, or you can list the files you have selected. If you want to
produce a report or tape from only one file, you must first list the files.



<See Producing Reports1>
Producing a Report or Tape from Several Files



Once you have entered all the necessary information to identify a group of
files (see Selecting Data Files earlier in this chapter), you can produce a
report or a tape from the data in all the files by pressing a softkey. The
third softkey (ATTN 3) is labeled <Report> for ATT, KT, and OM data, and <Dump
ÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄ
   PAGE


to Tape> for SMDR data (the <Dump to Tape> key is not available on a virtual
DNC-100). Once you press the key, a report or tape is produced as soon as
possible.


Listing Files



To list all the files you have selected (see Selecting Data Files), press <List
Files> (ATTN 6).


     ==> The DNC List of Files screen appears.


Only 12 files can be listed on the screen at once. If there are more files to
be listed, the <Show Next> softkey (ATTN 8) appears. Press it to see more
files.


The status of each file is shown as one of the following:


 Unformatted   The file has not been used to produce a report or tape.


 Formatted     The file has already been printed. This value appears only for
ATT, KT, and OM files, not SMDR files. A formatted file can be printed again if
necessary.


Tape Dumped    The file has already been used to produce a tape. This value
appears only for SMDR files. A Tape Dumped file can be sent to tape again if
necessary.


 Peak     The file contains peak value OM data. It may be formatted or
unformatted.


Producing a Report or Tape from One File


ÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄ
   PAGE



Once you have selected data files and listed them on the DNC List of Files
screen (see "Selecting Data Files" and "Listing Files" earlier in this
chapter), you can produce a report or tape from one of those files by using the
arrow keys to highlight it and then pressing a softkey. The third softkey (ATTN
3) is labeled <Report> for ATT, KT, and OM data, and <Dump to Tape> for SMDR
data. Once you press the key, a report or tape is produced as soon as possible.


Producing Reports and Tapes at Scheduled Intervals


Introduction



This chapter explains how to have BNM produce reports and tapes automatically
according to a schedule. It also explains how to display the schedule and how
to make changes to it.


Jobs


You create the schedule by entering "jobs" into the "Jobs Timetable". For
example, you can create a job specification that instructs BNM to print a
Killer Trunk report every fifteen minutes from 8 AM to 4 PM on weekdays, and
hourly on weekends.


Every job performs a very specific function. You need to enter separate jobs
for each combination of the following variables that you want to use.


Job Type


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   PAGE


The types of jobs that produce reports and tapes are:


 PRINT    Produces a printed report.


PEAK Produces a printed report of peak value data.


TAPE Produces a tape.


Node


Each PRINT, PEAK, or TAPE job processes data that has been collected from a
particular node in your network. To process data from two nodes, you must
schedule two separate jobs.


Data Type and Subtype


Each job processes a particular type of data:


 PRINT    A PRINT job produces a printed report of Operational Measurements
(OM) data, Killer Trunk (KT) data, or Automated Trunk Testing (ATT) data. There
are several subtypes of OM data:

- Trunk Group (TRK)
- Virtual Facility Group (VFG)
- Subscriber Line Usage (SLU)
- Call Park (PRK)
- Customer Group (IBN)
- Attendant Subgroup (IBNSG)
- IBN Attendant Consoles (IBNAC)
- Off-Hook Call-Back Queuing (OHCBQ)


 PEAK     A PEAK job produces a printed report of peak value operational
measurements for trunk groups (OM TRK) or virtual facility groups (OM VFG).


TAPE A TAPE job generates a tape of Station Message Detail Recording (SMDR)
data. TAPE jobs are not available on virtual DNC-100s.


Collection Interval


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   PAGE


The collection interval is the interval over which the data was originally
accumulated by the node. This may be daily, weekly, or monthly.


Frequency


A job can follow a daily, weekly, or monthly schedule. A daily job runs at the
same time or times every day. A weekly job can follow different schedules on
different days of the week. A monthly job can follow different schedules on
different days of the month.


Timespecs


A job can have as many as eight time specifications (timespecs). Timespecs show
when the job starts and stops and how often it is repeated. The times follow
the 24-hour clock, which runs from 0000 (midnight) to 2359 (1 minute before
midnight). The format of the timespecs depends on the job's frequency: daily,
weekly, or monthly. Timespecs should be calculated so that at no time will more
than three jobs start at the same time.


Daily Timespecs



A timespec for a daily job defines a start time, an end time, and the number of
minutes between repetitions. For example, a daily job could be performed
several times every day according to the following timespecs:


          (1) from 0800 to 1559 every 180 minutes (every 3 hours)


          (2) from 1600 to 2400 every 360 minutes


For jobs that are to be performed only once a day, use a 0 for the number of
minutes between repetitions; for example, if a job is to be performed at 0800
every day, use this timespec:


          from 0800 to (any time) every 0 minutes


Weekly Timespecs


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   PAGE


A timespec for a weekly job defines a start day and end day, a start time and
end time for each day, and the number of minutes between repetitions. Weekly
timespecs allow for different schedules on different days of the week; for
example


          (1) Mon-Fri from 0800 to 1600 every 180 minutes


          (2) Sat-Sun from 0800 to 2400 every 360 minutes


Monthly Timespecs


A timespec for a monthly job defines a start date and end date, a start time
and end time for each day, and the number of minutes between repetitions.
Monthly timespecs allow for different schedules on different days of the month
(1 through 31); for example


          (1) 1-29 from 0800 to 1600 every 180 minutes


          (2) 30-31 from 0800 to 2400 every 360 minutes


Displaying the Current Schedule



The first step in using the Jobs Timetable is always to display some or all of
the currently scheduled jobs on the DNC Scheduler Timetable screen. Start by
selecting Scheduling Services on the BNM main menu and pressing ENTER.


==>  The DNC Scheduling Services menu appears.


Select Jobs Timetable and then press ENTER.


==>  The DNC Scheduler Timetable Query screen appears.


If you want to list all the jobs in the timetable or you want to move quickly
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   PAGE


to the next screen so that you can enter a new job, leave the Query screen
blank.


If you want to display particular jobs in the timetable, fill out the fields on
the Query screen to identify those jobs.


Use the RETURN key or the TAB key to move forward from field to field, or use
SHIFT and TAB together to move backward.


In the Collection Interval and Frequency fields, use the arrow keys to select
one of the choices, then press RETURN to move to the next field.


When you have finished with the Query screen, press <Done> (ATTN 8).


==>  A list of the jobs you selected appears on the DNC Scheduler Timetable
screen.


If there are too many jobs to fit on the screen,the <Show Next> softkey appears
(ATTN 7). Press it to see more jobs.


<See Producing Reports2>

Displaying Timespecs



To display the timespecs for a particular job, first use the arrow keys to
highlight the job, then press <Show Timespecs> (ATTN 2).


==>  The Timespec screen appears with a list of the current timespecs.


Use the <Exit> key (ATTN 1) to return to previous screens when you have
finished looking at the timespecs. (See Changing or Deleting a Job" later in
this chapter to find out how to add, delete, and change timespecs.)


ÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄ
   PAGE


Adding a Job



To add a new job to the Jobs Timetable, begin at the DNC Scheduler Timetable
screen (see Displaying the Current Schedule above), then press <Add> (ATTN 3).


 ==> The Timetable - Add Job Type screen appears. (See the diagram on the next
page.)


Fill in the appropriate fields on this screen to enter information about the
new job. (See the introduction to this chapter for more information about what
these fields mean.) In the Collection Interval and Frequency fields, use the
arrow keys to select a value, and press RETURN to move to the next field. After
entering data on the screen, press <Add Timespec> (ATTN 2).


 ==> A blank Spec Add/Change screen appears with appropriate fields for the job
frequency you have chosen.


Fill in the fields on the Spec Add/Change screen to enter the first time
specification for the new job. Use the RETURN key to move from one field to
another. Valid entries are:


Date (of month)     1 through 31


Day (of week)       SUN, MON, TUE, WED, THU, FRI, SAT

<See Producing Reports3>
 From Time     Hours: 00 through 23
Minutes: 00 through 59


To Time   Hours: 00 through 23
Minutes: 00 through 59


 Every    1 through 999 minutes.


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   PAGE


When you have finished entering the first timespec, press <Done> (ATTN 8).


==>  A message confirms that the timespec has been added.


If another timespec is required, type it over the first one and press <Done>
(ATTN 8) again. You can enter as many as eight timespecs. When you have
finished entering timespecs, press <Exit> (ATTN 1) to return to the Add Job
Type screen. From there you can enter a new job or exit to a previous screen.


Changing or Deleting a Job



You can delete or change an entire job or just one scheduled occurrence of the
job. This section explains how to change or delete an entire job. See the
section entitled The Job Queue" later in this chapter to find out how to delete
or change the schedule for one occurrence of a job while leaving the remainder
of its schedule intact.


Adding a Timespec



To add a new timespec to a job, first display the job's existing timespecs on
the Timespec screen (see Displaying Timespecs earlier in this chapter), then
press <Add> (ATTN 3).


 ==> The Spec Add/Change screen appears.


Enter the information for the new timespec, then press <Done> (ATTN 8).


ÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄ
   PAGE


 ==> A message confirms that the new timespec has been added.

<See Producing Reports4>
If another new timespec is required, type it over the first one, then press
<Done> (ATTN 8) again. When you have finished entering new timespecs, press
<Exit> (ATTN 1).


 ==> An updated Timespec screen appears.


Changing a Timespec



To start changing one of a job's timespecs, first display the timespecs on the
Timespec screen (see Displaying Timespecs earlier in this chapter). Then use
the arrow keys to highlight the timespec you want to change and press <Change>
(ATTN 5).


 ==> The Spec Add/Change screen appears.


Type new specifications over the old, then press <Done> (ATTN 8).


==>  A message confirms the change.


Press <Exit> (ATTN 1).


 ==> The Timespec screen appears with the updated entry.


Deleting a Timespec



To delete one of a job's timespecs, first display the timespecs on the Timespec
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   PAGE


screen (see Displaying Timespecs earlier in this chapter). Then use the arrow
keys to highlight the timespec you want to delete and press <Delete> (ATTN 4).


 ==> The timespec disappears from the list.


Deleting a Job



To delete a job you must delete all its associated timespecs. Once all
timespecs have been deleted, the job disappears from the Timetable.


Changing non-Timespec Aspects of a Job



To change non-timespec information for a job, delete the job and then replace
it with a new job.


The Job Queue



The job queue shows the next scheduled occurrence of each job defined in the
timetable. Each entry in the queue can be removed or rescheduled. Such a change
in setting affects only one occurrence of the job; other occurrences will still
be put into the queue and performed at their scheduled times. For example, if
you remove or reschedule the 0800 occurrence of a job that is supposed to run
every 60 minutes from 0800 to 1159, the 0900 and 1000 occurrences will still
run as scheduled.


ÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄ
   PAGE


Displaying the Queue



This first step in using the job queue is always to display the queue on the
Scheduled Job Queue List screen. Start by selecting Scheduling Services on the
BNM main menu and pressing ENTER.


 ==> The DNC Scheduling Services menu appears.


Select Jobs Scheduled and press ENTER.


 ==> The Scheduled Job Queue query screen appears (see the diagram on the next
page).


To list all the jobs in the job queue, leave the fields on the Query screen
blank and press <Done> (ATTN 8). To list particular jobs in the queue, fill out
the fields on the Query screen to identify those jobs and then press <Done>
(ATTN 8). The fields are:


 node     The name of the node from which the data that is used for the jobs
was collected.


 job type PRINT, PEAK, or TAPE.


 feature data type  The type of data (SMDR, OM, ATT, or KT) that is processed
by the jobs.


dates and times     The dates and times at which the jobs are scheduled to
begin and end.


When you press <Done> (ATTN 8), a list of the jobs you identified appears on
the Scheduled Job Queue List screen.



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   PAGE

<See Producing Reports5>Deleting One Occurrence of a Job



To delete one occurrence of a job, first display that occurrence on the Job
Queue List screen (see Displaying the Queue), then press <Delete> (ATTN 4).


==>  A message confirms that the entry has been deleted. If you exit from this
screen and then re-enter it, the list will show a new entry for the next
scheduled occurrence of the job after the one that was deleted.


Rescheduling One Occurrence of a Job



To reschedule one occurrence of a job, start by displaying that occurrence on
the Job Queue List screen (see Displaying the Queue), then press <Change> (ATTN
5).


 ==> The Scheduled Job Queue Reordering screen appears.

<See Producing Reports6>
On the Scheduled Job Queue Reordering screen you can change the schedule for
the next occurrence of the job by entering new values in the date and time
fields. Use the RETURN key or the TAB key to move from field to field. When you
have finished, press <Done> (ATTN 8).


 ==> A message confirms the change.


Note that this change affects only one occurrence of the job; subsequent
occurrences will still be performed according to the original schedule in the
timetable.


ÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄ
   PAGE


You cannot change the Job Type, Node, or Feature Data field on the Reordering
screen. To change one of these fields, you must delete the entire job from the
timetable and then enter a new job (see Changing or Deleting a Job earlier in
this chapter).


When you have finished using the Reordering screen, press <Exit> (ATTN 1) to
return to the previous screen, then press <Exit> (ATTN 1) on each screen in
turn until you reach the next screen you require.


Interactive SMDR Data Spooling


Introduction


This chapter explains how to use a dial-up data link to a telephone company's
DNC-500 or DNC-50 to request and receive SMDR data. The DNC immediately spools
(transfers) to you all the SMDR data for a particular node that has been
collected on your behalf since the last time you initiated a spooling session.
You are responsible for the secure reception and disposal of the data.


This chapter makes the following assumptions:


     a proper data link exists between your equipment and the telephone
company's DNC-500 or DNC-50


     you are familiar with your equipment


     a customer name and password have been registered for you on the DNC


Running a Spooling Session



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   PAGE


Begin by dialing the number of the DNC's spooling port or by using whatever
other procedure is necessary with your equipment to call the DNC.


==>  The DNC answers and establishes a connection.


Next send the "wake up" sequence to the DNC. The wake-up sequence is the ASCII
character PERIOD followed by CARRIAGE RETURN (.CR).


==>  The DNC returns the question:


          Prompt or Noprompt command mode? (P, N (P default))>


At this point you have the choice of having the DNC prompt you through the
remainder of the session, or of completing the procedure without using prompts.


When you send the DNC incorrect responses using either Prompt or Noprompt mode,
the DNC returns the message "LOGON IS INVALID". After a certain number of
unsuccessful attempts, the DNC sends the characters "+++" and disconnects the
link automatically.


Using Prompts



If you want to be prompted through the remainder of the session, answer the
question by typing a P (for prompt) and then pressing RETURN.


 ==> The DNC returns the prompt "CUSTOMER".


Type your customer name, then press RETURN.


==>  The DNC returns the prompt "PASSWORD".


Type your password, then press RETURN.


ÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄ
   PAGE NODE


==>  The DNC returns the prompt "NODE".


Type the name of the node from which you want SMDR data, then press RETURN.


If you want SMDR data for all your nodes, press RETURN. If you want data for a
particular node, type the name of the node and then press RETURN.


==>  The DNC returns the prompt "CUST GRP".


If you want SMDR data for all your customer groups, press RETURN. If you want
data for a particular customer group, type the name of the group and then press
RETURN.


==>  The DNC returns the prompt "DATATYPE".


Type the value "SMDR" (without the quotation marks), then press RETURN.


 ==> The DNC begins to send you an ASCII file of all previously unsent SMDR
data for the appropriate node and customer groups.


Note that if you send an incorrect response to a prompt, the DNC returns the
message "LOGON IS INVALID" after you have answered all the prompts. You must
re-enter the wake-up sequence and proceed from there again.


Using Noprompt Mode



To use the "noprompt" mode to request data spooling, type an N (for Noprompt)
when the DNC asks "Prompt or Noprompt command mode?", then press RETURN.


 ==> The DNC returns the "greater than" character (>).


Type the following characters using the substitutions explained below, then
ÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄ
   PAGE


press RETURN:


//custid/password/DATATYPE SMDR N node C custgrp//


 custid   Your customer name.


password  Your password.


 node     The name of the node from which you want to receive SMDR data.


 custgrp  The name of the customer group for which you want to receive data.
This value is optional. If you want data for all customer groups, type the
final // after the node name (do not include C or custgrp).


 ==> If all the instructions you send are valid, the DNC begins to send you an
ASCII file of all previously unsent SMDR data for the appropriate node and
customer groups. If there are any errors in your instructions, the DNC returns
the message "LOGON IS INVALID".


Controlling Transmission



To stop data transmission temporarily, send the XOFF ASCII character.


 ==> The DNC stops sending data and waits until you send another signal.


To restart data transmission, send the XON ASCII character.


 ==> The DNC resumes sending data.


Ending a Session and Disconnecting


To terminate the session and disconnect, send the ESCAPE ASCII character.


 ==> The DNC stops sending data, sends the message "END OF TRANSMISSION" and
ÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄ
   PAGE


the characters "++++", then disconnects the link.


Call Tracking


Introduction


Call Tracking is a feature that helps you investigate complaints about calls
that could not be completed, were cut off, or had bad connections. If you have
some information about the approximate time a call took place and where it
originated or terminated, you can use Call Tracking to try to find out what
facilities it used. The tracking exercise may or may not show for certain which
facilities a call used, but it usually narrows down the possibilities. You can
then arrange to have the suspect facilities tested.


Call Tracking works by searching through the Station Message Detail Recording
(SMDR) call records that BNM has collected from the nodes in your network.
Every node that a call passes through keeps a record of the call, so most
calls, including incomplete ones, generate at least one record.


If you have a DNC-100, Call Tracking searches the SMDR records on the DNC-100's
storage disk. If you are a remote DNC-500 user, Call Tracking searches the
records on the DNC-500's storage disk that belong to you. Both types of DNC
usually store SMDR records for three business days before deleting them to make
room for new ones, but this retention period can be adjusted for different
requirements. Check with your system administrator to find out what the
retention period is on your DNC.

<See Call Tracking>
Example


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   PAGE


The diagram on this page shows the sample data that is used in this chapter.
Call Tracking is searching for records of a call that was made from the station
with the directory number (654) 876-1234 to the station with the directory
number (333) 987-4444. The call ended at approximately 11:30 PM on September
30, 1988.


The originating station is served by the node named Node A. The call travelled
out of Node A toward Node B on a trunk called NODEANODEB. This same trunk has
the name NODEBNODEA on the other end


The destination station is served by Node C. After passing through Node B, the
call left for Node C on a trunk called NODEBNODEC (called NODECNODEB on the
other end), then was sent to its destination.


You can track in either a forward or a backward direction. In this example, the
forward direction runs from A to B to C, while the backward direction runs from
C to B to A.

<See Call Tracking1>
Starting Call Tracking



Call Tracking is an option on the BNM main menu. To start using it, select it
on the menu, then press ENTER.


==>  The Call Tracking Parameters screen appears.


Entering Tracking Criteria


Use the Call Tracking Parameters screen to enter information about the call
that you want to track. Your customer name appears on this screen
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   PAGE


automatically. You must enter values in the Date, Time, Time Window, and Node
fields. To track forward , enter an "originating identifier". To track backward
, enter a "terminating identifier". If you enter both an originating and a
terminating identifier, tracking proceeds forward.


Use the RETURN key to move from one field to the next. If you decide not to
proceed before you have finished filling in the fields, press <Exit Track>
(ATTN 1) to return to the BNM main menu.


Date


Enter the approximate date on which the call was made. There are three fields
to complete: a two-digit month, a two-digit day, and a two-digit year. For
example, September 30, 1988 must be entered as 09/30/88. (Do not type the /
marks. Press RETURN to move from one field to the next.) The default date is
the current date.


Time


Enter the approximate time at which the call ended. There are two fields to
complete: a two-digit hour and two-digit minutes. BNM uses the 24-hour clock,
which runs from 0000 to 2359. For example, 11:30 PM must be entered as 2330.
The default time is the current time.


Time Window


Enter the value, in minutes, that specifies the "time window" for which you
want to find call records. The time window is a time period divided evenly
before and after the date and time you enter. For example, if you enter the
date 09/30/88, the time 2330, and the time window 120, Call Tracking searches
for records of calls that were made between 2230 on 09/30/88 and 0030 on
10/01/88 (a time interval 120 minutes long that begins sixty minutes before
2330 on 09/30/88 and ends sixty minutes after it). The maximum time window is
480 minutes; the minimum is 1 minute; the default is 30 minutes.


Node


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If you wish to track in a forward direction, enter the name of the originating
node (Node A in the example). If you wish to track in a backward direction,
enter the name of the terminating node (Node C in the example). The node name
is required information that has no default, so you must enter a value. If you
don't know which node to use, try any node in your network. (If the search
fails, you can try another node.)


If you don't know the names of the nodes in your network, you can find out by
pressing the <Show Nodes> softkey (ATTN 5). The nodes will be listed on a line
at the top of the screen. <Show Nodes> is replaced by <More Nodes> if there are
more nodes to be listed after the first lineful.


Originating Identifier


Use the Originating Identifier fields if you want to track in the forward
direction; otherwise, leave the fields blank. An originating identifier is one
of:


 Directory Number   The ten-digit telephone number (including area code) of the
subscriber line from which the call was made. Type only the digits: do not
include parentheses or a dash. In the example, the originating directory number
is 6548761234.


     If the call originated from a station with a "Special Billing Number", use
that number instead of the station's directory number. Conference calls cannot
be tracked by directory number.


Trunk Group Name    The name of the first trunk group the call used. If you
know which trunk within the trunk group was used, enter its number in the Trunk
Member Number field.


You can enter either a directory number or a trunk group name, but not both.


Dialed Digits


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If you know which digits were dialed by the originating caller, enter them in
the Dialed Digits fields. Each * symbol in these fields represents one digit.


You can enter or leave blank any digit. Call Tracking searches for all numbers
that fit the digits entered. In the example, call records for the number (333 )
987-4444 would be included in the records that Call Tracking would find for any
of the following entries:


************ - **333987 - 4444


************ - **333*** - ****


************ - **333987 - ****


************ - **333*** - 4444


************ - ******** - 4444


Terminating Identifier


Use the Terminating Identifier fields if you want to track in the backward
direction; otherwise, leave the fields blank. These fields are identical to the
Originating Identifier fields except that they refer to the line or trunk that
received the call. In the example, you would enter 3339874444 for the
terminating directory number.


Finding Matching Records


Once you have finished entering tracking criteria on the Call Tracking
Parameters screen, press <Done> (ATTN 8) to begin searching for matching call
records from the node you specified. In the example, if you are tracking
forward, the system begins to search for call records from Node A that match
the information you entered.


 ==> The system checks your entries to make sure they are valid (for example,
the value you entered for Node must be the name of a node in your network).


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If an entry is not valid, the system displays a message and prompts you to
correct the entry. Correct the entry and then press <Done> (ATTN 8) again to
continue.


 ==> If all entries are valid, the system begins to search for call records
that match them. A message is displayed at the top of the screen for each stage
of the search.


The length of time it takes to complete the search depends on many factors,
including the number of records that must be searched. If you wish to cancel
the search before it finishes, press one of the following keys:


     <Cancel Track>      (ATTN 4). Cancels the search but leaves the Call
Tracking Parameters screen displayed so that you can enter new values.


     <Exit Track>   (ATTN 1). Cancels the search and returns you to the BNM
main menu.


When the search is over, one of two things happens:


 ==> If there are no call records that match the information you entered, an
explanatory message appears on the Call Tracking Parameters screen. You can try
a new search with different data or exit to the BNM main menu by pressing <Exit
Track> (ATTN1).


==>  If there are matching call records, they appear on the Call Tracking -
Matched SMDR Records screen. (Turn to the next page to see what this screen
looks like.)


The message at the top of the Matched SMDR Records screen shows how many
matching records there are. If there is more than one screenful of records, you
can use the <Show Next> (ATTN 6) and <Show Previous> (ATTN 7) keys to move from
one screenful to another. These keys appear only when necessary.
<See Call Tracking2>
Each numbered line on the Matched SMDR Records screen shows basic information
about one call record. The fields at the top of the screen give information
about the tracking process itself. Some of the fields change depending on
whether you are tracking forward or backward. The example on this page shows
the fields that appear for forward tracking.


Customer


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This field displays your customer name.


HOP


This field shows how many steps you have taken along the tracking path.
Tracking forward in the example, the first hop shows call records from Node A,
the second hop shows call records from Node B, and the third hop shows call
records from Node C.


Forward From


This field shows the name of the node where the tracking path began. Tracking
forward in the example, Node A is the starting node. If you are tracking
backward, this field is labeled "Backward From". When you pursue a long
tracking path, this field reminds you where you started.


Currently at


This field shows which node's call records you are currently examining. In the
example (tracking forward), the first time this screen appears it displays call
records from Node A, so you are "currently at" Node A. If you pursue the
tracking path, the screen may appear later with records from another node.


Orig ID


When you are tracking forward, this field displays the originating identifier
you entered on the Call Tracking Parameters screen. When you are tracking
backward, this field is labeled "Term ID" and shows the terminating identifier
you entered earlier. In the example, the originating identifier is the
directory number 6548761234.


Date and Time


These fields show the date (in mm/dd/yy format) and time (24-hour clock) at
which the call ended. In the example, if your tracking criteria were a date and
time of 09/30/88 at 2330 and a time window of 120, the system might find
matching call records with dates and times ranging from 2230 on 09/30/88 to
 030 on 10/01/88.


Orig #


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When you are tracking forward and the Orig ID field shows a trunk group name,
this field shows the member number of the trunk within the trunk group that
carried the call. When you are tracking backward, this field is labeled "Term
#" and shows the terminating member number if the Term ID is a trunk group
name.


Term Node


When you are tracking forward, this field shows which node the call went to
after it left the current node. When you are tracking backward, this field is
labeled "Orig Node" and shows which node the call came from before it reached
the current node. In the example (tracking forward), when the current node is
Node A, the terminating node is Node B. If you continue tracking and examine
the call records from Node B, the terminating node is Node C. If you continue
to Node C, the terminating node is Node C because the call did not go to
another node after that.


Term ID


When you are tracking forward, this field shows the trunk group or line on
which the call left the current node. When you are tracking backward, this
field is labeled "Orig ID" and shows the trunk group or line on which the call
entered the current node. In the example (tracking forward), the call leaves
Node A on the trunk group NODEANODEB, leaves Node B on the trunk group
NODEBNODEC, and leaves Node C on the subscriber line 3339874444.


When this field shows a trunk group name, you should be able to continue
tracking to another node (see Continuing Call Tracking later in this chapter).
You have reached the end of the tracking path when this field shows a directory
number.


Term #


When you are tracking forward and the Term ID field shows a trunk group name,
this field shows the member number of the trunk within the group that carried
the call. When you are tracking backward, this field is labeled "Orig #" and
shows the originating member number if the Orig ID is a trunk group name.


Dialed Digits


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This field displays the digits that the originating caller dialed. In the
example, the digits are 3339874444.


Displaying More Call Details


If there are many call records displayed on the Matched SMDR Records screen, it
may be difficult to decide which one represents the call you wish to track. You
can display more information about a particular call record by using the arrow
keys to select it and then pressing <Call Details> (ATTN 5).


==>  The Call Tracking - Show SMDR Details screen appears.
<See Call Tracking3>
This screen displays detailed information about one call record. To determine
whether this record may be the one you seek, compare the information on the
screen with what you know or guess about the call that you are attempting to
track. For example, if you are attempting to track a call that lasted about 10
minutes but this screen shows a record of a call that lasted an hour, then this
is not the call record you are seeking. Return to the Matched SMDR Records
screen and try another matching record.


When you have finished looking at the SMDR Details screen, press one of the
following keys:


 <Exit Details>     (ATTN 1). Returns you to the Matched SMDR Records screen,
from which you can continue tracking if necessary. (See Continuing Call
Tracking" later in this chapter.)


<Cancel Track> (ATTN 4). Cancels the current tracking session and returns you
to the Call Tracking Parameters screen.


Originating Information


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The fields under the ORIGINATING heading display information about the trunk
group or station from which the call came to the current node:


 CLLI     Common Language Location Identifier. The name of the trunk group or
the directory number of the station. In the example, if the current node is
Node A, the CLLI is 6548761234. If the current node is Node B, the CLLI is
NODEBNODEA.


Member    The member number of the trunk within the trunk group that carried
the call. Applicable when the CLLI is a trunk group name.


Type The type of equipment the call originated from. The possible types are:


          station


          station with Special Billing Number     (SPB) option


          attendant console


          trunk


          Direct Inward Switch Access Directory   Number (DISA_DN)


          Virtual Facility Group (VFG)


          six port conference circuit originator


          unknown


Feat Feature. The name of any special feature that is assigned to the trunk
group or station.


Terminating Information


The fields under the TERMINATING heading are identical to the fields under the
ORIGINATING heading except that they refer to the trunk group or station to
which the call proceeded after it passed through the current node.


Start Time


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The time the call began.


Disc. Time


Disconnect Time. The time the call ended.


Dialed Digits


The digits that were dialed by the calling party.


Format


The format of the SMDR record you are examining. One of SHORT or LONG. Long
format records are used when more than 12 digits are dialed.


SVC Anal


Service Analyzed. A Y (yes) or N (no) value.


ANI Failed


Automatic Number Identification Failed. A Y (yes) or N (no) value.


Answered


A Y (yes) or N (no) value.


Console Num


Console Number. The number of the attendant console that extended the call.
Applicable only if the call passed through an attendant console (see Attend
Extended).


CLD Party Disc


Called Party Disconnected. A Y (yes) or N (no) value.


Attend Extended


Attendant Extended. A Y (yes) or N (no) value that shows whether the call
passed through an attendant console and was extended to its destination by an
attendant.


Subgroup


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The number of the attendant subgroup that extended the call. Applicable only if
the call passed through an attendant console (see Attend Extended).


Digits Missing


A Y (yes) or N (no) value that shows whether all the digits the calling party
dialed were recorded in the call record. There is room to record 23 digits. If
a calling party dials more than 23 digits, some digits will be missing from the
call record.


ARS Selected Route


A Y (yes) or N (no) value that shows whether the call's route was selected by
Automatic Route Selection (ARS). If both ARS Selected Route and Expensive Route
are set to yes, it means that the expensive route was chosen by the system and
the caller was not warned.


Expensive Route


A Y (yes) or N (no) value that shows whether the call took an expensive route.


Digits Outpulsed


The digits that were outpulsed by the current node to route the call to its
destination. This value is not always recorded.


Auth Code


Authorization Code. If an authorization code is used to make a call, the code
may be recorded in the call record.


Authorization Type


The type of authorization code, if there is one. The possible types are


     account code


     authorization code


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   PAGE


     combined account and authorization code


Continuing Call Tracking


If a call record on the Matched SMDR Records screen shows that a call left the
current node for another node (tracking forward) or came to the current node
from another node (tracking backward), you can continue tracking the call to
the other node. You can continue from one node to another as many times as
necessary. You can also pause at any time to display the path you have taken so
far or to backtrack.


Continuing to Another Node


To continue tracking from the Matched SMDR Records screen, use the arrow keys
to select the call record that best matches the call you are attempting to
track, then press <Continue Track> (ATTN 8).


 ==> The system displays matching records for the next node, or displays a
message if there are no matching records.


Tracking forward in the example, the first time you see the Matched SMDR
Records screen it displays call records from Node A. If you select a record for
a call that travelled from Node A to Node B and then press <Continue Track>
(ATTN 8), the screen will display call records from Node B.


Backtracking


When you continue tracking to a second node, the <Backtrack> softkey (ATTN 2)
appears on the Matched SMDR Records screen. This softkey allows you to
redisplay the results of the previous tracking step. In the example, if you are
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tracking forward and have reached Node C, you can press <Backtrack> (ATTN 2) to
redisplay the call records from Node B, and then press <Backtrack> (ATTN 2)
again to redisplay the records from Node A.


This feature is useful when you find that you have followed the wrong path. For
example, if when you reach Node C you find that you chose the wrong call record
to travel from B to C, you can backtrack to B and then select a new call record
to reach C.


Showing the Tracking Path


To see a summary of the tracking steps you have followed, press the <Show Path>
softkey (ATTN 3) on the Matched SMDR Records screen.


==>  The Call Tracking - Matched SMDR Records screen appears.


Top Section of Screen


The top section of the screen displays your customer name and shows where the
tracking path started:


Home Node The node name you entered on the Call Tracking Parameters screen when
you began the search. In the example, the home node for forward tracking is
Node A.


Home CLLI The originating identifier or terminating identifier you entered on
the Call Tracking Parameters screen when you began the search. In the example,
the home CLLI is the directory number 6548761234.


Member    If Home CLLI is a trunk group name, this field shows the member
number of the trunk within the trunk group.


Bottom Section of Screen


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   PAGE


Each line on the bottom section of the screen shows summary information about
one step of the tracking process:


 Node     The name of the node that was being examined.


Outgoing CLLI  The name of the trunk group or the directory number of the
station on which the call left the node.


Outgoing Member     The member number of the trunk on which the call left the
node, if it left on a trunk group.


Translated Node     The new node the call travelled to.


Translated CLLI     The name of the trunk group as it is known to the
translated node.

<See Call Tracking4>In the example, the data on the Show Path screen after three steps might be


Interpreting Operational Measurements Reports



Introduction


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   PAGE


Operational Measurements (OMs) are detailed measurements of the state of your
telephone network and the activities within it. These measurements can be used
to spot problems and to plan changes. For example, there are measurements that
show:


 -   how many trunks in a trunk group are in working order for your dedicated
facilities


-    how many calls are made and received on each subscriber line


-    how many callers must wait longer than a specified length of time for an
attendant to answer them


OMs are recorded by the nodes in your network according to instructions from
the telephone company. Depending on your agreement with the telephone company,
your Business Network Management system may be able to collect operational
measurements and produce reports about none, some, or all of the following
elements:


-    attendant subgroups
-    the call park feature
-    customer groups
-    subscriber lines
-    trunk groups
-    virtual facility groups


Each OM report shows operational measurements that were taken by a particular
node during a particular time period. It is important to keep the time period
in mind when interpreting the data in the report. The time period is shown on
the summary page at the end of the report.


For information about obtaining Operational Measurements reports, see the
chapters "Producing Reports and Tapes at Scheduled Intervals" and "Producing
Reports and Tapes on Demand."



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Parts of an OM Report


An Operational Measurements report consists of one or more pages of detailed
information followed by a summary page. A heading at the top of each page
shows:


-    the title of the report
-    the page number
-    the date on which the report was printed
-    your customer name
-    the name of the node from which the data was collected


Attendant Subgroup Reports



An Attendant Subgroup report shows how busy attendant subgroups were during a
particular time period and what happened to the calls that came to them.
<See Interpreting Oper.>
The Detail Pages


The detail pages of an attendant subgroup report contain two lines of data for
each attendant subgroup. The lines are identified by the symbols


 >   first line


=>   second line


The names of the data fields on each line are shown at the beginning of the
report. For example, the first line begins with customer group name ID and ends
with call counts AUTH hits.


Customer Group Name


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Customer Group Name. The first two fields show the name of the customer group
to which the attendant subgroup belongs:


 ID  Identifier. This is a code that the operating company uses to identify the
customer group.


User Defined Name   This is the name of the customer group.


Subgrp Num (Subgroup Number)


This number identifies the attendant subgroup within a customer group. A
customer group can have a maximum of eight attendant subgroups. The subgroups
are numbered consecutively from 0 through 7. If a customer group has only one
attendant subgroup, it is always numbered 0.


Position Busy


This column contains a record of the number of times the position busy key was
used to put the attendant console into the position busy state.


Recalls


This column shows the total number of recalls to an attendant. Calls recall"
when they have been waiting too long to be answered elsewhere. For example,
suppose an attendant extends an incoming call to a busy station that has the
call waiting feature. If the call is not answered within the allowable length
of time, the call may return (recall) to the attendant.


Calls Answer Delay


This value shows how many calls were answered after they had waited longer than
X seconds. X is a value in the range of 4 through 60 seconds that can be set by
the operating company for each subgroup.


The calculation for the percentage of calls that waited longer than X seconds
in the queue is:


          calls answer delay / calls answered * 100


Along with the percentage value for calls lost, calls answer delay, and calls
wait, this percentage can be used to create service level indexes and to
determine the need for more attendants.


Call Counts


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   PAGE


Call Counts consists of a number of sub-headings. Each gives the number of
calls processed within its defined category:


Answered


This is the number of calls that were answered by attendants in the subgroup.


Orig


This column shows how many calls were originated by an attendant. The count is
incremented every time the idle loop key is depressed and dialing starts.


Queued


This column shows how many calls entered the attendant subgroup's queue.
Callers hear ringing while they are waiting in the queue. Calls in a queue are
usually answered in order by the first free attendant, but attendants may also
be able to pick out priority calls. The value for calls queued includes all
calls that entered the queue, whether they are waiting for an answer or not. It
is equal to:


     calls answered + calls lost


Lost


This column shows how many times callers who were waiting in the queue hung up
before an attendant answered. To determine what percentage of queued callers
hung up, use the formula:


     calls lost / calls queued * 100


This percentage can be used in conjunction with the percentage values for calls
deflected, call answer delay, and calls wait to create service level indexes
and to determine the need for more attendants.


Deflected


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This value shows how many calls could not enter the queue because the queue was
full. (The maximum length of the queue is set by the operating company on a
per-subgroup basis.) Calls that are deflected from the queue hear a busy signal
or an announcement. Recalls are never deflected, regardless of the length of
the queue. The percentage of calls deflected is:


     calls deflected / (calls queued + calls deflected) * 100


Along with the percentage value for calls lost, calls Answer delay, and calls
wait, this percentage can be used to create service level indexes and to
determine the need for more attendants.


Extended


This value is a record of the number of calls that were extended by attendants.


On Hold


This value is a record of the number of times that attendants used the hold
key, or another loop key, while active on a loop.


AUTH Hits


This value is a record of the number of times attendants used the AUTH key
after entering an authcode when originating or extending a call.


Usage Statistics


Usage Statistics gives measurements of the usage of attendant console related
features. Measurements are given for each of the associated sub-headings:


Work Time


This is the total number of times an attendant was processing a call when the
attendant subgroup was scanned" (sampled) by the switch. Subgroups are scanned
once every 10 seconds. For example, if two out of three attendants were busy
every time the subgroup was scanned and scanning was done twice, the work time
value would be 4 (2 busy attendants * 2 scannings). See console active for
information about using this value.


Loop


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This is the total number of times a loop key was in use on a console when the
attendant subgroup was scanned at 10-second intervals. For example, if three
out of four consoles were using three loop keys every time the subgroup was
scanned and scanning was done four times, the Loop value would be 36 (3 loop
keys * 3 consoles * 4 scannings). See console active for information about
using this value.


Calls Wait


This is the total number of calls that were waiting in the queue each time the
attendant subgroup was scanned at 10-second intervals. Once criterion for the
quality of service offered to users calling attendant subgroups is the length
of time the average" user had to wait. The average waiting time, in seconds, is
equal to:


     (calls wait * 10) / calls queued


Because the calls wait value was obtained at 10-second intervals, it must be
multiplied by 10 to give a value for the total number of seconds. This value is
then divided by the total number of calls that entered the queue to determine
an average waiting time in seconds.


Console Active


This is the total number of consoles that were active each time the attendant
subgroup was scanned at 10-second intervals. A console is active as long as a
headset is plugged in, even if it is in position-busy" or nite" state. This
figure can be used in calculations for attendant accountability, slow time, and
for busy time.


Position Busy


Is a record of the amount of time that an attendant console spent in the
position busy state. The scan rate for this record is 10 seconds.


Answered


Is a record of the total time spent in the talking state of attendant-answered
calls. The scan rate for this record is 10 seconds.


Orig


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   PAGE


Is a record of the total time spent in the talking state during
attendant-originated calls. The scan rate for this record is 10 seconds.


Answer Counts


Answer Counts gives measurements of the number of calls answered. Measurements
are given for calls in each of the associated sub-headings:


Listed Directory Number


This is a record of the number of times that the attendants answered calls to
listed directory numbers (LDNs).


An LDN is a directory number routed to an attendant console ICI.


Intercept


This is a record of the number of times that an attendant answered an intercept
call.


The intercept call categories are:


     station intercept


     incoming intercept DID


     extended private switched communications service (EPSCS) calls


     calls incoming on intercept trunks from other PBX


Dial0


This is a record of the number of times that the attendant answered a dial "0"
type of call. The value includes all station dial 0, regardless of station
type.


Transfer


This a record of the number of times that an attendant answered calls
transferred by stations to attendants by switch hook flash and dialing zero.


Attendant Accountability


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   PAGE


To determine the average length of time, in seconds, that each attendant had
the headset plugged in during the reporting period, use the formula:


          (console active * 10) / number of attendants


Compare the answer to the number of seconds in the reporting period to
determine whether the attendants were at their consoles for the correct length
of time. The reporting period's start and stop times are shown on the summary
page at the end of the report. (For example, a one-hour reporting period
contains 60 minutes or 3600 seconds. If the result of the preceding calculation
is 3540 seconds, it means that the average attendant had the headset plugged in
for 59 out of 60 minutes during the reporting period.)


Slow Time


To determine the amount of slow time", in seconds, when attendants were
available but were not servicing calls, use the formula:


          (console active - work time) * 10


Divide the result by the number of attendants to get the average number of slow
time seconds per attendant. Remember to compare the values to the number of
seconds in the reporting period.


Busy Time


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   PAGE


One possible indication of business is the percentage of time attendants are
using more than one loop key at a time. The calculation for this is


          (loop - work time) / console active * 100


The Summary Page


The summary page of an Attendant Subgroup report shows how many attendant
subgroups were monitored and when they were monitored. You must consider the
elapsed time reported here (Stop Time - Start Time) in order to interpret the
other data in the report meaningfully.
<See Interpreting Oper.1>
Attendant Console Reports



An attendant console report shows how busy the attendant consoles were during a
particular time period, and what happened to the calls routed to them.

<See Interpreting Oper.2>
The Detail Pages


Each line on a detail page of an attendant console report shows the operational
measurements for one attendant console.


Console CLLI


Common language location identifier. This is a code that the operating company
uses to identify the attendant console.


Customer Group Name


 ID  Identifier. This is a code that the operating company uses to identify the
attendant console's customer group.


User Defined Name   This is the name of the customer group.


Subgrp Num


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   PAGE


This is the number that identifies the attendant console's host subgroup. The
number will be in the range 1 to 8, as there can only be 8 subgroups in a
group.


Calls Answd


This is a record of the number of calls handled by an attendant. This record is
incremented each time a loop or ICI key is used.


Calls Orig


This is a record of the number of the calls that were originated by the
attendant.


Calls Extd


This is a record of the number of calls that have been extended by the
attendant. The record is incremented when the attendant has completed dialing
the destination number.


Calls on Hold


This is a record of the number of times that the attendant has placed a call on
hold. The record is incremented when the attendant is active on a loop and hits
either the hold key or another loop key.


AUTH Key Hits


This a record of the number of times that the attendant used the AUTH code key
after entering an authorization code.


Pstn Busy Count


This is a record of the number of times that the attendant used the position
busy key to put the attendant console into the position busy state.


Usage Statistics


Usage Statistics gives measurements of the usage of attendant console related
features. Measurements are given for each of the associated sub-headings:


Consl Actv


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   PAGE


This is a record of the time that an attendant console was occupied by an
attendant. A console is considered occupied if the headset is plugged in, even
if the attendant console is in the position busy or night service mode. The
scan rate of this statistic is 100 seconds. Any errors that may occur, due to
the large scan rate, will be reduced with time.


Calls Answd


This is a record of the time an attendant spent in the talking state of
attendant-answered calls. The scan rate of this statistic is 10 seconds. At
this rate the total is not accurate to the second, but over time the error
should even out to give a good estimate of time spent.


Calls Orig


This is a record of the total time spent, by an attendant, in the talking state
when originating calls. The scan rate of this statistic is 10 seconds. At this
rate the total may not be accurate to the second for each scan, but over time
the error should even out to give a good estimate of the time spent.


Pstn Busy


This is a record of the total time that an attendant console was in the
position busy state. The scan rate for this statistic is 10 seconds. At this
rate the total may not be accurate to the second for each scan, but over time
the error should even out to give a good estimate of the time spent.


Answer Counts


Answer Counts gives measurements of the calls answered with attendant console
related features. Measurements are given for each of the associated
sub-headings:


Listed Directory Number


This is a record of the number of times that the attendants answered calls to
listed directory numbers (LDNs).


An LDN is a directory number routed to an attendant console ICI as assigned in
the DMS node table WRDN (see 297-2101-451).


Intercept


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This is a record of the number of times that an attendant answered an intercept
call.


The intercept call categories are:


     station intercept


     incoming intercept DID


     extended private switched communications service (EPSCS) calls


     calls incoming on intercept trunks from other PBX


Dial0


This is a record of the number of times that the attendant answered a dial "0"
type of call. The value includes all station dial 0, regardless of station
type.


Transfer


This is a record of the number of times that an attendant answered calls
transferred by stations to attendants by switch hook flash and dialing zero.


Recalls


This is a record of the number of times that an attendant anwers call waiting,
camp-on, and no answer recalls.


Forward


This is a record of the number of times that an attendant anwers call forward
to attendant calls.


Special


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   PAGE


This is a record of the number of times that an attendant answers calls that do
not fit into any of the other attendant answered call categories.


The Summary Page


The last page of an attendant console report, the summary page shows when the
data in the report was gathered (start time to stop time, including the month,
day, year, hour, and minute), and the total number of attendant consoles
reported on.
<See Interpreting Oper.3>
Off-Hook And Call-Back Report



The off-hook and call-back report provides operational measurements on traffic
and usage of the DMS node IBN feature off-hook queueing (OHQ) and call back
queueing (CBQ) on a customer group basis. The report provides an analysis of
the queueing needs of the DMS node. If the report indicates that OHQ and CBQ
are not often used (provided the option is available to the user) it may be an
indication that there are too many trunks available on that route. If, on the
other hand, there are a number of OHQ request blockages or CBQ deactivations or
overwrites, there are probably insufficient trunks to handle the traffic.
<See Interpreting Oper.4>
If a call from a DMS node or from an incoming trunk cannot be completed because
an idle outgoing trunk, a member of the least expensive route set, is not
available, the calling party may wait off-hook for an idle trunk. The caller is
given off-hook queue tone and is placed in a queue associated with the outgoing
trunk group. When an idle outgoing trunk becomes available, the call will be
completed.


The Detail Pages


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   PAGE


The detail pages of an IBN off-hook and call-back queueing report contains a
single line of data for each customer group. The names of the data fields are
shown at the beginning of the report.


Customer Group Name


 ID  Identifier. This is a code that the operating company uses to identify the
customer group.


User Defined Name   Name of customer group.


Off-Hook Queuing


Off-Hook Queuing gives measurements of the use of the Off-Hook Queuing feature.
Measurements are given for each of the associated sub-headings:


Total


This is a record of the number of times off-hook queueing is offered to a user
when there are no available trunks on the requested route.


Abandoned


This is a record of the number of times that the call has been abandoned before
the request can be completed. A typical situation is:


The call has not terminated on an idle trunk, and the OHQ wait time has not
elapsed, indicating that the call has not been removed from the OH queue. The
call is recorded if the calling party does one of the following:


 goes on hook thus terminating the OHQ attempt


 flashes, then goes on-hook to activate CBQ


 activates the CBQ feature on a business set, then goes on-hook


Call-Back Queuing


Call-Back Queuing gives measurements of the usage of Call-Back Queuing related
features. Measurements are given for each of the associated sub-headings:


Completed


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   PAGE


This is a record of successful CBQ requests. It is incremented each time the
originator of a call answers the recall ringback.


Cancelled


This is a record of the number of times that CBQ calls were cancelled. It is
incremented when the CBQ deactivation code is dialed, or the CBQ is hit when
the CBQ is active (on a business set).


Failed


This is a record of CBQ deletions. It is incremented when a CBQ request is
deleted by:


 the originator did not answer the recall


 the line was removed from service


 the CBQ option was cancelled


Overwrites


This is a record of calls that have been overwritten. It is incremented
whenever a CBQ request is overwritten by other CBQ or RAG requests. This can
occur when the user has a CBQ request pending and decides to activate CBQ on
another call before the original request was completed.


It is not possible to overwrite a CBQ request from a business set. A business
set user must cancel any outstanding CBQ requests before activating the feature
on a different call.


Priority Timer


This is a record of calls that are eligible for CBQ Priority Promotion. When a
CBQ request is made it is placed in a queue and a timer started. The position
in the queue is governed by the CBQ start priority of the host customer group.
If the starting priority is less than the maximum priority when the timer
expires, the request is eligible for priority promotion.


The timer data is contained in the call back queueing priority promotion timer
(CBQPPT) field, in DMS node table CUSTSTN, and the CBQ start priority data is
contained in the CBQ start priority (CBQSP) field, in DMS node table NCOS.
Refer to 297-2101-451 for details of these tables.


Route Timer


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   PAGE


This is a record of calls that were transferred to a more expensive route.


A CBQ request, controlled by a timer, is initially made on an inexpensive
route. When the timer expires, the CBQ request is eligible for completion on
any route.


The timer data is contained in the CBQ route advance timer (CBQRAT) field of
DMS node table CUSTSTN (see 297-2101-451). Only stations which have the CBQRAT
field set to a value between 1 and 15 will be allowed to advance requests to
expensive routes.


The Summary Page


The summary page of an off-hook and call back queueing report shows when the
data in the report was gathered (start time to stop time, including the month,
day, year, hour, and minute), and the total number of customer groups reported
on.
<See Interpreting Oper.5>
Call Park Reports



A Call Park report shows how often the Call Park feature was used by each
customer group during a given time period and how well it worked.
<See Interpreting Oper.6>
The Detail Pages


Each line on a detail page of a Call Park report shows measurements for one
customer group.


Customer Group Name


Each customer group is identified by two different names:


 ID  Identifier. This is a code that the telephone company uses to identify the
customer group.


User Defined Name   This is your own organization's name for the customer
group.


Parked Calls


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   PAGE


The number of attempts to park a call is equal to:


          Successes + Fails


Successes


The Successes column shows how many attempts to park a call were successful.


Fails


This column shows how many attempts to park a call failed because the limit to
the number of calls allowed to be parked at one time had been reached ("the
parking lot was full"). The limit is set by the telephone company. The
percentage of failed attempts is equal to:


          Fails / (Successes + Fails) * 100


     If the percentage of failures is consistently high, the limit to the size
of the "parking lot" may need to be increased.


Recalls


This value shows how many times a parked call recalled the parker before it was
retrieved. A parked call recalls the parker automatically when it has been
"forgotten" (parked longer than a certain length of time). The time limit is
set by the telephone company. The percentage of recalls is equal to:


          Recalls / Successes * 100


     If the percentage of recalls is consistently high, it may indicate a need
for the parking time limit to be lengthened or for telephone users to be
trained to retrieve parked calls.


Abandons


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   PAGE


This column shows how many times people whose calls had been parked hung up
before their calls were retrieved. The percentage of calls that were hung up
is:


          Abandons / Successes * 100


     If the percentage of abandoned calls is consistently high, it may indicate
a need for the parking time limit to be shortened or for telephone users to be
trained to retrieve parked calls.


The Summary Page


The summary page of a Call Park report shows how many customer groups were
monitored and when they were monitored.
<See Interpreting Oper.7>
Customer Group Reports



A Customer Group Usage report shows what types of calls users in each customer
group made and received during a particular time period and how successful the
calls were.
<See Interpreting Oper.8>
The Detail Pages


The detail pages of a Customer Group Usage report contain two lines of data for
each customer group. The lines are identified by the symbols


          >         first line


          =>        second line


The names of the data fields on each line are shown at the beginning of the
report. For example, the second line begins with Held Calls Total and ends with
Other Transfers.


Customer Group Name


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   PAGE


The fields under the heading Customer Group Name show two names for the
customer group:


 ID  Identifier. This is a code that the telephone company uses to identify the
customer group.


User Defined Name   This is your own organization's name for the customer
group.


Originations


This column shows how many calls were made from stations and attendant consoles
in the customer group, including calls that were partially dialed but not
completed.


Intercepts


This field shows how many calls were blocked due to the caller's class of
service and given an "intercept treatment" such as a recorded announcement. The
class of service determines what types of calls the caller is allowed to make.
Intercepted calls may have originated from your own Centrex lines or from your
incoming trunks. Also included in this column are attempts to reach stations
that have the DIN (Denied Incoming Calls) feature assigned to them.


Direct in Dial


This column shows how many calls reached stations in the customer group through
Direct Inward Dialing (DID). Direct Inward Dialing is a feature that allows
stations to receive outside calls directly, without the assistance of an
attendant. Calls between different customer groups on the same switch are
usually not included, but may be depending on how the telephone company sets up
the switch.


Calls Blocked


This value shows how many attempted calls were not completed because they
violated code restrictions. Code restrictions are limits that deny selected
lines the ability to call selected area codes, office codes (exchanges), and
directory numbers. For example, some lines may not be able to reach numbers
outside their own area code.


Held Calls


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   PAGE


The four fields under the Held Calls heading show what happened to calls that
were put on hold.


When Station A attempts to put Station B on hold, the attempt is successful if
the switch has enough software resources to accommodate the request. If A's
customer group has the recall option, then A will be recalled automatically if
B is still on hold after a certain period of time has elapsed. The time limit
is usually 60 seconds, but can be changed by the telephone company. When A is
recalled, the phone rings if the receiver is on-hook, or the receiver off-hook
tone sounds if the receiver is off-hook.


 Total    The number of times calls were successfully put on hold.


Recalled  The number of times stations were recalled by calls that had been
left on hold too long.


Abandoned The number of times people who had been put on hold hung up before
the recall.


Resumed   The number of times held calls were successfully reconnected to their
called parties. This value plus the one in the Abandoned column should equal
the value in the Total column.


Direct Out Dial


This column shows how many times Direct Outward Dialing was used. Direct
Outward Dialing (DOD) is a feature that allows people to dial numbers outside
the customer group without the assistance of an attendant. The value includes
both successful and unsuccessful DOD calls.


Intragroup Calls


This value shows how many times one station in the customer group dialed
another station in the same group. It does not include transfers or calls made
by attendants.


Attendant Related


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   PAGE


The two fields under the Attendant Related heading show how many times stations
in the customer group called the attendant.


Attempts  The number of times a station dialed the attendant. This value
includes both successful and unsuccessful calls to the attendant.


Transfers The number of times a station tried to transfer a call to the
attendant. This value includes both successful and unsuccessful transfers.


Other Transfers


This column shows how many times transfers were made to locations other than an
attendant console.


The Summary Page


The last page of a Customer Group report shows


 -   when the data in the report was gathered (Start Time to Stop Time,
including the month, day, year, hour, and minute)


-    how many customer groups were reported on


-    the total number of originations, DID calls, DOD calls, intragroup calls,
and blocked calls for all customer groups

<See Interpreting Oper.9>Subscriber Line Usage Reports



ÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄ
   PAGE


A Subscriber Line Usage report shows how many calls were made and received on
each subscriber line during the monitoring period and how long each line was in
use.
<See Interpreting Oper.10>
The Detail Pages


Each line on a detail page of a Subscriber Line Usage report shows operational
measurements for one subscriber line.


Subscriber Line No.


This column identifies a subscriber line by its directory number (the number a
caller dials to reach the line) or its line equipment number (a code that the
telephone company uses to identify the line).


Traffic Busy


This column shows how many times the line was in use when it was scanned at
100-second intervals.


Originating Call Attempts


This column shows how many times the line was used to attempt to make a call.
The value includes both successful calls and all calls that were started but
not completed. The network counts a call attempt as soon as someone picks up a
receiver and receives dial tone on the line.


Terminating Call Attempts


ÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄ
   PAGE


This value shows how many call attempts the line received. The calls may or may
not have been answered. The network counts a terminating call attempt when the
line begins ringing in response to an incoming call.


The Summary Page


The summary page of a Subscriber Line Usage report shows how many subscriber
lines were monitored and when they were monitored.
<See Interpreting Oper.11>
Trunk Group Usage Reports



A Trunk Group Usage report is available only if you have your own dedicated
facilities. It shows how many calls each trunk group carried during a
particular time period, how long each trunk group was busy, and how many calls
couldn't use each trunk group for various reasons.


Trunk Group Usage reports show traffic measurements for "actual" trunk groups.
For measurements of traffic on "virtual" trunk groups, see the Virtual Facility
Group Usage report.
<See Interpreting Oper.12>
The Detail Pages


Each line on a detail page of a Trunk Group Usage report contains operational
measurements for one trunk group.


Trunk Group Name


Each trunk group is identified by two different names:


 CLLI     Common Language Location Identifier. This is a code that the
telephone company uses to identify the trunk group.


User Defined Name   This is your own organization's name for the trunk group.


Trk Dir


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   PAGE


Trunk Direction. The value in this field shows whether the trunk group is
incoming (IC), outgoing (OG), or two-way (2W).


Num Ckts


Number of Circuits. This value shows the total number of circuits (trunks)
assigned to the trunk group, whether they are available for traffic or not. For
example, the total includes trunks that the telephone company's maintenance
technicians have taken "off-line" or made "maintenance busy".


Work Ckts


Working Circuits. This value shows how many trunks in the trunk group were
available for traffic at the end of the reporting period. To find out how many
trunks were not available, subtract Work Circ from Num Circ.


Total Traf Usage


Total Traffic Usage. This column shows the amount of time trunks in the trunk
group were busy with calls when they were scanned (sampled) at 100-second
intervals. The unit of measurement is CCS, which stands for "Hundred Call
Seconds". To interpret this figure, follow these steps:


 1.  Determine the time period the report covers. This information is shown in
the heading on each detail page of the report, and as part of the summary
information on the last page.


2.   Calculate the hourly traffic usage. This is equal to:


               Total Traf Usage / number of hours report covers


3.   Calculate how busy each working trunk was, on average, by performing the
calculation:


               hourly traffic usage / Work Ckts


4.   Consider how close the answer in step (3) is to 36 CCS, which is the
maximum traffic load for one trunk for one hour.


Total Maint Usage


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   PAGE


Total Maintenance Usage. This is the number of CCS (hundred call seconds) that
trunks in the trunk group were not available to carry traffic because they were
being tested by the system (System Busy Usage) or by a technician (Manual Busy
Usage).


Total Atmpt


Total Attempts. This is the total number of times calls were routed to trunks
in this trunk group, whether the calls were successful or not. The most obvious
relationship between Total Attmpt and other columns in the report is:


          Total Atmpt = Outgoing Atmpt + Incoming Atmpt


Other columns in the report divide attempts into those that were unsuccessful
and those that were successful for various reasons. Note that only two-way
trunk groups have both outgoing and incoming attempts; one-way trunk groups
have either one or the other.


Total Connect


Total Connections. This shows how many of the attempts from the Total Atmpt
column were successful. In terms of the other columns in the report, the value
is equal to:


          Outgoing Connect + Incoming Connect


Outgoing Atmpt


Outgoing Attempts. This shows how many times outgoing calls tried to use a
trunk in this trunk group, whether the calls were successful or not. (This
field does not apply to incoming trunk groups.) The four columns that follow
this one divide outgoing attempts into those that were unsuccessful for various
reasons (Ovflo, Fail, and Glare) and those that made successful connections to
a trunk (Connect).


Outgoing Ovflo


Outgoing Overflow. This column shows the number of times an outgoing call was
routed to this trunk group but had to be redirected to another trunk group
because all circuits in this group were busy. (This measurement does not apply
to incoming trunk groups.)


Outgoing Fail


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   PAGE


Outgoing Failures. This value shows how many times outgoing calls experienced
problems with circuits in this trunk group. When an outgoing call experiences a
problem with a circuit, it drops that circuit and tries another one in the same
trunk group. If the next call is also unsuccessful, another outgoing failure is
counted. (This measurement does not apply to incoming trunk groups.)


Outgoing Glare


This value shows how many times outgoing calls yielded to glare. Glare is the
condition that an outgoing call encounters when it attempts to use a two-way
trunk on which there is a simultaneous incoming call that has preference. The
outgoing call drops the trunk and tries to select another member of the same
trunk group. If all the trunks in the trunk group are unavailable, the call
receives all-circuits-busy treatment, or it may be routed to an alternate
route. Glare applies only to two-way trunk groups.


Outgoing Connect


Outgoing Connections. This shows how many of the attempts from the Outgoing
Atmpt column were successful. The closer the number of outgoing connections is
to the number of outgoing attempts, the fewer problems there are with outgoing
trunks.


Incoming Atmpt


Incoming Attempts. This value shows how many times incoming calls tried to use
a trunk in this trunk group, whether the calls were successful or not. (This
measurement does not apply to outgoing trunk groups.) The three columns that
follow this one divide incoming attempts into those that were abandoned (Aband)
or failed (Fail) and those that made successful connections to a trunk
(Connect).


Incoming Aband


Incoming Abandons. This field shows how many incoming calls routed to this
trunk group were abandoned (hung up) before they reached their destinations.
This value includes calls abandoned before ringing a terminating station.


Incoming Fail


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Incoming Failures. This value shows how many incoming attempts failed for
reasons other than abandonment. Incoming failures show a possible need for
maintenance of the incoming trunk group.


Incoming Connect


Incoming Connections. This shows how many attempts from the column Incoming
Atmpt were successful. It is equivalent to:


          Incoming Atmpt - Incoming Aband - Incoming Fail


Peak Values Detail Pages


A Trunk Group Usage - Peak Values report shows when each trunk group had its
highest (peak) value for Total Traffic Usage, and what the peak value was. This
information is recorded in the fields


     Peak Period From Time


     Peak Period To Time


     Total Traf Usage *peak*


All other fields on the report are similar to the fields on a regular Trunk
Group Usage report, with one exception. Instead of showing total values for the
entire testing period, they show the values for the time interval that the peak
usage was recorded during .

<See Interpreting Oper.13>The Summary Page


The last page of a Trunk Group Usage report or a Peak Trunk Group Usage report
shows when the data in the report was gathered (Start Time to Stop Time,
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including the month, day, year, hour, and minute) and how many trunk groups
were reported on.
<See Interpreting Oper.14>
Virtual Facility Group Usage Reports



A Virtual Facility Group Usage report shows how busy each virtual facility
group (VFG) was during a particular time period and how many calls that
attempted to use it were blocked. Some of the operational measurements for
virtual facility groups are similar to corresponding measurements for trunk
groups.
<See Interpreting Oper.15>
The Detail Pages


Each line on a detail page of a virtual facility group report shows operational
measurements for one virtual facility group.


Virtual Facility Group Name


Each virtual facility group is identified by two different names:


 CLLI     Common Language Location Identifier. This is a code that the
telephone company uses to identify the virtual facility group.


User Defined Name   This is your own organization's name for the virtual
facility group.


Origination Attempts


This value shows how many calls tried to use the virtual facility group,
whether the attempts were successful or not. The number of successful attempts
is equal to:


          Origination Attempts - Total Calls Blocked


Other columns in the report show why some calls were blocked.


VFG Usage


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