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BCMR

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Sinkiller

Sinkiller

Technical User
May 13, 2008
90
CA
Im running BCMR. R2.4.3 build 318, I have a CM 5.2.1 with EAS enabled. I cannot get any agent stats. I can't get the split skill summary report or any historical agent reports. There are no names listed when I run the historical agent rpt. Below is the CM config. Any help would be apreciated.

FEATURE-RELATED SYSTEM PARAMETERS
CALL CENTER SYSTEM PARAMETERS
EAS
Expert Agent Selection (EAS) Enabled? y
Minimum Agent-LoginID Password Length:
Direct Agent Announcement Extension: Delay:
Message Waiting Lamp Indicates Status For: loginID

VECTORING
Converse First Data Delay: 0 Second Data Delay: 2
Converse Signaling Tone (msec): 100 Pause (msec): 70
Prompting Timeout (secs): 4
Interflow-qpos EWT Threshold: 2
Reverse Star/Pound Digit For Collect Step? n
Available Agent Adjustments for BSR? n
BSR Tie Strategy: 1st-found
Store VDN Name in Station's Local Call Log? n
SERVICE OBSERVING
Service Observing: Warning Tone? n or Conference Tone? n
Service Observing Allowed with Exclusion? n
Allow Two Observers in Same Call? y

AGENT AND CALL SELECTION
MIA Across Splits or Skills? y
ACW Agents Considered Idle? n
Call Selection Measurement: current-wait-time
Service Level Supervisor Call Selection Override? n
Auto Reserve Agents: none


CALL MANAGEMENT SYSTEM
REPORTING ADJUNCT RELEASE
CMS (appl mis):
IQ (appl ccr):

BCMS/VuStats LoginIDs? y
BCMS/VuStats Measurement Interval: half-hour
BCMS/VuStats Abandon Call Timer (seconds): 10
Validate BCMS/VuStats Login IDs? n
Clear VuStats Shift Data: at-midnight
Remove Inactive BCMS/VuStats Agents? n


Group Number: 2 ACD? y
Group Name: All Staff Queue? y
Group Extension: 790002 Vector? y
Group Type: ead-mia
TN: 1
COR: 1 MM Early Answer? n
Security Code: Local Agent Preference? n
ISDN/SIP Caller Display:

Queue Limit: unlimited
Calls Warning Threshold: Port:
Time Warning Threshold: Port:

Skill? y Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: internal
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective: 20
Timed ACW Interval (sec):



Interruptible Aux Threshold: none
Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n

The brain is a wonderful organ; it starts working the moment you get up in the morning, and does not stop until you get to the office.
 
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fyi. I check the error report and I see.

Error 1112 ECS response mismatch: FID=0xOFA6. Expected 'y' or 'n' actual"

I can't find any info on this error.

The brain is a wonderful organ; it starts working the moment you get up in the morning, and does not stop until you get to the office.
 
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Tried setting Validate BCMS/VuStats Login IDs? n to "y" no change.

The brain is a wonderful organ; it starts working the moment you get up in the morning, and does not stop until you get to the office.
 
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post SAT Command: output from "monitor bcms skill 2"
and "list bcms skill 2"

If you cannot get output on the SAT, then BCMRd will not get it either.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting
 
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BCMS SKILL (AGENT) STATUS

Skill: 2 Date: 11:40 FRI JUL 9 2010
Skill Name: All Staff
Calls Waiting: 0 Acceptable Service Level: 20
Oldest Call: 0:00 % Within Service Level:

Staffed: 1 Avail: 1 ACD: 0 ACW: 0 AUX: 0 Extn Calls: 0 Other: 0

ACD EXT IN EXT OUT
AGENT NAME LOGIN ID EXT STATE TIME CALLS CALLS CALLS

Wiseman, Paul 2355 701999 Avail 11:35 0 0 1


The brain is a wonderful organ; it starts working the moment you get up in the morning, and does not stop until you get to the office.
 
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list bcms skill 2"

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting
 
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monitor bcms skill 2 Page 1 of 1
BCMS SKILL (AGENT) STATUS

Skill: 2 Date: 11:58 FRI JUL 9 2010
Skill Name: API All Staff
Calls Waiting: 0 Acceptable Service Level: 20
Oldest Call: 0:00 % Within Service Level:

Staffed: 1 Avail: 1 ACD: 0 ACW: 0 AUX: 0 Extn Calls: 0 Other: 0

ACD EXT IN EXT OUT
AGENT NAME LOGIN ID EXT STATE TIME CALLS CALLS CALLS

Wiseman, Paul 2355 701999 Avail 11:35 0 0 1



list bcms skill 2 Page 1

BCMS SKILL REPORT

Switch Name: API Alarms Date: 11:58 am FRI JUL 9, 2010
Skill: 2
Skill Name: API All Staff Acceptable Service Level: 20

AVG AVG AVG TOTAL TOTAL % IN
ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV
TIME CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL

23:30- 0:00 0 0:00 0 0:00 0:00 0:00 0 0 0:00 1.0
0:00- 0:30 0 0:00 0 0:00 0:00 0:00 0 0 0:00 1.0
0:30- 1:00 0 0:00 0 0:00 0:00 0:00 0 0 0:00 1.0
1:00- 1:30 0 0:00 0 0:00 0:00 0:00 0 0 0:00 1.0
1:30- 2:00 0 0:00 0 0:00 0:00 0:00 0 0 0:00 1.0
2:00- 2:30 0 0:00 0 0:00 0:00 0:00 0 0 0:00 1.0
2:30- 3:00 0 0:00 0 0:00 0:00 0:00 0 0 0:00 1.0
3:00- 3:30 0 0:00 0 0:00 0:00 0:00 0 0 0:00 1.0
3:30- 4:00 0 0:00 0 0:00 0:00 0:00 0 0 0:00 1.0

list bcms agent 2355 Page 1

BCMS AGENT REPORT

Switch Name: API Alarms Date: 11:59 am FRI JUL 9, 2010
Agent: 2355
Agent Name: Wiseman, Paul

AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL
ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD
TIME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME

23:30- 0:00 0 0:00 0:00 30:00 0:00 0 0:00 30:00 0:00
0:00- 0:30 0 0:00 0:00 30:00 0:00 0 0:00 30:00 0:00
0:30- 1:00 0 0:00 0:00 30:00 0:00 0 0:00 30:00 0:00
1:00- 1:30 0 0:00 0:00 30:00 0:00 0 0:00 30:00 0:00
1:30- 2:00 0 0:00 0:00 30:00 0:00 0 0:00 30:00 0:00
2:00- 2:30 0 0:00 0:00 30:00 0:00 0 0:00 30:00 0:00
2:30- 3:00 0 0:00 0:00 30:00 0:00 0 0:00 30:00 0:00
3:00- 3:30 0 0:00 0:00 30:00 0:00 0 0:00 30:00 0:00
3:30- 4:00 0 0:00 0:00 30:00 0:00 0 0:00 30:00 0:00


The brain is a wonderful organ; it starts working the moment you get up in the morning, and does not stop until you get to the office.
 
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Please note that this is a test agent, I havent received any inbound calls. however the staff time is calculating.

The brain is a wonderful organ; it starts working the moment you get up in the morning, and does not stop until you get to the office.
 
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the reports look good. Are you using the same login from the SAT that BCMR is using?

logins have to have permissions to run these measurement commands. Try these commands with the BCMR login and password.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting
 
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I just tried with the account I am using for BCMR and it works.

I read a note on the Avaya user group. Another chap had the same problem. Avaya sent him a new executable.


I'm going to send him an email to see it I can get this file.

from what you can see does the CM admin look okay to you.

The brain is a wonderful organ; it starts working the moment you get up in the morning, and does not stop until you get to the office.
 
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If you can use the bcmr login to do these reports from the SAT, this is what BCMR is doing in the background.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting
 
Upvote 0 Downvote
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