CentreVu Call Management System
Release 3 Version 8
Database Items and Calculations
585-210-939
Comcode 108502345
Issue 1
December 1999
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CentreVu® CMS R3V8 Database Items and Calculations
v
CentreVu® Call Management System
Release 3 Version 8
Database Items and Calculations
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CentreVu® CMS R3V8 Database Items and Calculations
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CentreVu® CMS R3V8 Database Items and Calculations
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Overview
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CentreVu® CMS R3V8 Database Items and Calculations
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Standard Dictionary Calculations
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IN-1
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CentreVu® CMS R3V8 Database Items and Calculations
xviii
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Preface
CentreVu® CMS R3V8 Database Items and Calculations
P-1
Preface
This book describes the CentreVu® Call Management System (CMS)
database items and calculations used for standard and custom reports. It
also includes descriptions of switch feature interactions and reports-specific
calculations.
Purpose
0
The book includes:
●
Terminology
●
Database table names
●
Interactions with switch features and tracking of switch capabilities
●
Database table descriptions
●
Database item descriptions
●
Calculations
●
Reports-specific calculations
●
Row search values.
This document is written for CentreVu Call Management System (CMS)
users who need to understand the use of database items and how CentreVu
CMS calculates amounts for reports. It is also written to help users decide
which database items and calculations to use in custom reports.
Audience
0
The following list describes the contents of each chapter and appendix in this
document:
How to use this
document
0
●
Chapter 1, Introduction
●
Chapter 2, Database Items and Calculations
The following conventions are used throughout this document:
Conventions used
0
●
A Book Title is italicized.
●
An Informix table nameis in monospaced type.
●
A “Chapter Name” is always surrounded by quotes.
●
A File name is in monospaced type.
●
A Subsystem Reference is always in initial capital letters.
●
A Window Title is always in initial capital letters.
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Preface
CentreVu® CMS R3V8 Database Items and Calculations
P-2
The following documents can help you use the CentreVu CMS software
to its maximum capability. Those most closely related to this document
are the Administration and Report Designer documents.
Related documents
0
●
CentreVu Call Management System R3V8 Administration,
(585-210-910)
●
CentreVu Advocate User Guide, (585-210-927)
●
CentreVu CMS R3V5 Custom Reports, (585-215-822)
●
CentreVu CMS R3V8 External Call History Interface, (585-210-912)
●
CentreVu CMS R3V8 Upgrades and Migrations, (585-210-913)
●
CentreVu CMS R3V6 Sun Enterprise Computers Hardware
Installation and Setup, (585-215-873, Issue 2)
●
CentreVu CMS R3V6 Sun Enterprise Computers Connectivity
Diagram, (585-215-877, Issue 2)
●
CentreVu Supervisor Version 8 Installation and Getting Started,
(585-210-928)
●
Lucent Call Center Change Description, (585-210-925)
●
CentreVu Report Designer Version 8 User Guide, (585-210-930)
●
CentreVu CMS R3V8 Documentation CD-ROM, (585-210-926)
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
General Information
1-1
1 Introduction
General Information
1
This document describes the CentreVu CMS database tables, the items in
the database tables, and the standard Dictionary calculations that use the
database items. This chapter is organized as follows:
Introduction
1
●
How Database Items and Calculations Are Presented
●
Terminology
●
Database Table Names
●
Interactions with Switch Features and Tracking of Switch Capabilities
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
How Database Items and Calculations Are Presented
1-2
How Database Items and Calculations Are Presented
1
This section outlines how the CentreVu CMS database items and
calculations are presented later in the document.
Introduction
1
This document defines database items used in CentreVu Supervisor
reports.
Database Items
1
The database items are presented in a table format, according to ACD
element (split/skill, agent, vector, VDN, trunk, trunk group, exception, and
so on). Below is an example of how the information is presented:
Sample Database
Item Table
1
Database Item
Description
Type
DATABASE ITEM
The definition of the database item is given here. Any
additional information, such as other database items that are
included in the sum of the database item, or specific switches
that the database item applies to, is also listed.
C, A, S, I,
N, M, or B
The following database item tables are included in this document:
Database Tables
1
●
Split/Skill
●
Agent
●
Trunk Group
●
Trunk
●
Vector
●
VDN
●
Call Work Codes
●
Agent Login/Logout
●
Agent Trace
●
Current Day Configuration (forecasting)
●
Current Day Report (forecasting)
●
Call Record
●
Exceptions.
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
How Database Items and Calculations Are Presented
1-3
Many database items are included in more than one database table.
When an item is in more than one table, the definition may or may not be
the same from table to table.
Items in Different
Tables
1
Database items that are used in the description of another database item
are in boldface type.
Items in Definitions
1
The index database items in each table are marked. Indexes add
structure to table rows so that CentreVu CMS can retrieve data faster.
The row search criteria you define for custom reports should be based on
indexes whenever possible. For historical custom reports, always include
a “where” clause based on the ROW_DATE database item.
Index Database
Items
1
Each database item contains one of the following types of data:
Database Item
Types
C =Cumulative data: accumulates throughout the collection interval.
Most real-time database items contain cumulative data.
1
A =Administrative data: administered on the switch or on CentreVu
CMS. For example, the database item INTRVL in the split/skill real-time
table contains the number of minutes in the intrahour interval (15, 30, 60)
currently assigned to the specified split/skill on CentreVu CMS.
S =Status data: gives the current status (a snapshot of a particular ACD
element). For example, the database item INQUEUE in the split/skill real-
time table contains the number of split/skill calls currently waiting in
queue.
I = Row Identifier data: gives data that is common to all tables, such as
time, date, split in the split/skill tables, and so on.
N = Special Table data: belongs only to a specific table, such as the
Historical Agent Login/Logout table or Current Day Forecast table.
M = Maximum Interval Value data: gives data that is the maximum
reached for any value in the specified interval.
B = Busy Hour data: gives data that is only meaningful for the busy hour.
Cumulative, Administrative, Maximum Value, Row Identifier and
Busy Hour data items apply to historical and real-time database items.
Status items apply only to real-time database items. Special Table data
items apply only to historical database items.
Historical and Real-
Time Data
1
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-4
In addition to the types of data described above, items in the CentreVu
CMS database can be either call-based or interval-based. Most CentreVu
CMS database items are call-based. Call-based data is committed to the
database after a call completes. Therefore, if a call starts and ends in
different collection intervals, all of the data is recorded in the interval in
which the call and any after call work is completed.
How Database Items and Calculations Are Presented
Call-Based Data
1
Interval-based data represents the amount of time during a collection
interval spent doing a particular activity. Interval-based items are updated
throughout the collection interval and timing is restarted at the end of the
interval. Most interval-based items start with I_ or TI_. The database
items ALLINUSETIME (trunk-group tables) and MBUSYTIME (trunk and
trunk-group tables) are also interval-based.
Interval-Based Data
1
Interval-based items should only be used to calculate percentages such
as percentage of time staffed or in AUX work. Interval-based items
should not be used; for example, to calculate average talk time; use call-
based items for this type of calculation. Furthermore, because call-based
and interval-based items may not track the same events, a calculation
should use only one type of item and comparisons of call-based
calculations and interval-based calculations may not be relevant or
meaningful. For example, the call-based ACD time and interval-based
ACD time for an agent will not be equal if the agent handled one or more
ACD calls that crossed over interval boundaries.
NOTE:
Report data may not add up if the report has a combination of call-based
and interval-based items.
CentreVu CMS database items apply to specific switches. After each
database item table, is a switch cross-reference table. The switch cross-
reference tables list each database item by switch release. Below is an
example of how the table information is presented:
Sample Switch
Cross-Reference
Table
1
G3V2/
G3V3
DEFINITY®
ECS R5
Database Item
G3V4
ECS R6
ECS R7
ECS R8
DATABASE
ITEM
X
X
X
X
Switch releases that this database item applies to are marked with X’s.
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-5
How Database Items and Calculations Are Presented
CentreVu CMS uses calculations of database items in many reports. All
Calculations
1
standard CentreVu CMS Dictionary calculations are listed alphabetically
and described in Chapter 2 of this document. You can use standard
calculations in custom reports, or you can create new ones. You should
never modify standard calculations or the meaning of the data will be
changed.
Below is an example of how the Calculation table information is
presented:
Sample Standard
Dictionary
Calculations Table
1
Calculation Name
Calculation
Description
CALCULATION NAME
(as it appears in the
Mathematical definition of the
calculation.
Short description of the
calculation.
CentreVu CMS Dictionary)
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Terminology
1-6
Terminology
1
The following terms are often used in the database item descriptions.
Database
Terminology
1
Abandoned
Call
A call in which the caller hung up before the call was
answered or connected. Calls also can be
Calls, and the Trunk No Answer Timeout (G3V2 and
later) (NATO) later in this document. These timers
are used primarily in locations where the central
office trunks lack disconnect supervision.
Calls may abandon during many phases of
processing, including during vector processing, after
being queued to a split/skill, and while ringing at an
agent or station. The calls that are counted as
abandons differ depending on the table. The agent
table counts as abandons those split/skill ACD calls
that abandoned while ringing at the agent. The
split/skill table counts as abandons those calls that
abandoned while queued to the split/skill or while
ringing at an agent in the split/skill. The VDN table
counts as abandons those ACD calls that abandoned
while in the VDN, including calls in vector processing
not yet queued to a split/skill (for example, calls that
abandoned while listening to an announcement),
calls queued to one or more splits/skills, and calls
ringing at agents (ACD calls). The definitions in each
table state which abandons are counted in that table.
ACD Call
A call that queued to a split/skill and was answered
by an agent in that split/skill or a call that queued as a
direct agent call and was answered by the agent to
whom it was queued.
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Terminology
1-7
After Call
Work (ACW)
Work done when the agent is not on a call. There are
two types of after call work (ACW): call-related ACW
and ACW not associated with a call. An agent enters
a call-related ACW state by completing a manual-in
call or, on Generic 3 switches, by pressing the ACW
feature button during an automatic-in call, and then
completing the call. CentreVu CMS tracks call-
related after call work in the call-based ACWTIME
item and in the interval-based I_ACWTIME item.
An agent on a Generic 3 switch can enter the ACW
state without having an associated call by pressing
the ACW feature button while available or in the
auxiliary (AUX) mode. CentreVu CMS will track this
ACW time in the I_ACWTIME item, but not in the
ACWTIME item.
For Generic 3 switches without the EAS feature, the
ACW time not associated with an ACD call will be
tracked for the split whose ACW feature button the
agent pressed. For Generic 3 with Expert Agent
Selection (EAS), the ACW time not associated with
an ACD call will be tracked for the first skill
administered for and successfully logged into by the
agent.
In Generic 3 Version 3 and later Generic releases, an
agent in after call work who reconnects to a held
AUXIN or AUXOUT call will return to the after call
work mode when the AUXIN/OUT call is terminated.
The after call work time accrued following the
termination of the AUXIN/OUT call is after call work
not associated with an ACD call, and only counts as
I_ACWTIME, not as ACWTIME.
For Generic 3 releases prior to Generic 3 Version 3,
an agent who reconnected to a held AUXIN or
AUXOUT call from the after call work mode returned
to the available state upon completion of the call.
Agent
The login ID that staffed the extension. This term is
often extended to mean the person who used the ID
to staff the extension. In all cases, the term agent
implies measurement by CentreVu CMS.
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Terminology
1-8
Agent position The combination of the agent login ID and the split
(no EAS)
the agent logged into. Agents logged into multiple
splits have multiple positions associated with them.
Call data are collected for each agent/split
combination separately, so that it is possible to report
on the calls handled and time spent by agents in
each of the splits they were in. To report on the total
work performed by the agent, call data must be
summed for the agent over all the splits in which the
agent worked.
Agent position The login ID of the agent, regardless of the number of
(with EAS)
skills assigned to the agent. Data are still collected
for the agent by skill, so the total work for the agent
must be summed over all skills in which the agent
worked.
Answered Call The agent’s state changes to ACD or Direct Agent
ACD (DACD). The term answered is used only for
split/skill and direct agent ACD calls. (See
Connected for non-ACD calls.) For manual answer
agents, the call is answered when the agent selects
the ringing line appearance. For automatic answer
agents, the call is answered directly after the zip tone
is applied.
Automatic-In
Mode (AI)
In this call answering mode, an agent who releases
an ACD call receives another ACD call immediately,
or if timed ACW is in use, after the timed ACW period
expires, if there is a call queued.
AUX Work
Mode
A work mode in which agents are engaged in non-
ACD work. This may represent a break or lunch,
training, mail, team meetings, and so on. Extension
(non-ACD) calls that agents make or receive while
available in auto-in or manual-in mode are tracked as
AUXOUT or AUXIN calls.
Best Service
A method of automatic call distribution between
Routing (BSR) switches based on Expected Wait Time (EWT). BSR
can be used either as a single-site or as a multi-site
feature.
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Terminology
1-9
Call Segment
Call records are made up of call segments, each of
which represents a related call. A new call segment is
started whenever a call is made or received,
including whenever a call is made in order to transfer
or conference another call. Call segments that are
related share the same call ID. Unrelated call
segments have different call IDs.
Connected
Call
A non-ACD call that rang and did not abandon at an
extension (not a split/skill or direct agent call). For
Generic 3 switches, only calls that routed to an
extension are tracked as connected calls.
Default Skill
(Generic 2.2
Every skill that ends with a “0” is called a “default
skill,” since every agent in the skill group is logged
EAS and later) into this skill by default. The default skill is the first
skill for each skill group.
Direct Agent
ACD Call
(Generic 3)
A call that queues for a specific agent. Direct agent
ACD calls can be generated by an ASAI adjunct
(Generic 3) or by calling an agent's login id (Generic
3 switches with EAS), given the proper class of
restriction for the caller and for the receiving agent.
Direct agent ACD calls are tracked as ACD calls
along with split/skill ACD calls in the trunk, trunk
group, VDN and vector tables. Direct agent ACD
calls are tracked separately from split/skill ACD calls
in the agent tables. Direct agent ACD calls are not
tracked in the split/skill tables (since they are not
split/skill ACD calls).
Expert Agent
Selection
(EAS)
A switch feature that allows the assignment of an
agent to certain capabilities (skills). Calls are
distributed to skills based on which agents have the
capability to best handle them.
External Call
Calls made to off-switch destinations. This includes
calls to other switches in a DCS network.
Extension Call Calls originated by agents and non-ACD calls
received by agents. For the Generic 3 switches,
these include calls an agent makes to set up a
conference or a transfer.
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Terminology
1-10
Hold
A call placed on hold as a result of the agent pressing
the HOLD feature button or the hard hold feature
access code, by using the TRANSFER or
CONFERENCE feature button or by flashing the
switch hook. CentreVu CMS tracks calls on hold only
for the switch releases that notify CentreVu CMS
when calls are placed on hold. Generic 3 switches
notify CentreVu CMS for all calls.
Manual-In
Mode (MI)
A call answering mode in which an agent who
releases an ACD call is put into the after call work
(ACW) mode and must manually request another
ACD call by pushing the MI button.
Multibyte
A mixed-width character set in which some
Character Set
characters consist of more than one byte. The
Japanese kanji character set is an example of such a
character set.
Nonprimary
Split/Skill (G3
Vectoring)
The second and third splits/skills to which the call
queues in a VDN are called “non-primary
splits/skills.” They are also referred to as secondary
and tertiary splits/skills, respectively.
Nonzero (0)
Skill (Generic
2.2 EAS and
later )
Any skill that does not end in “0” is called a “nonzero”
skill.
Primary
Split/Skill (G3
Vectoring)
The first split/skill the call queues to in a VDN is
called the “primary” split/skill. If the call leaves vector
processing and queues to another split/skill (for
example, routes to a split/skill extension, or routes to
another VDN), then that new split/skill becomes the
primary split/skill. If the call leaves vector processing
and does not queue to another split/skill (for
example, routes to an extension), then there is no
new primary split/skill.
Queued
A split/skill or direct agent call that has been directed
to a split/skill. In the case of the Generic 3 switch,
even though the call may never have physically
occupied a queue slot on the switch (because it could
be delivered immediately to an agent), CentreVu
CMS is still notified that the call queued to the
split/skill.
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Terminology
1-11
Secondary
The second split/skill the call queues to in a VDN is
Split/Skill (G3
Vectoring)
called the secondary split/skill.
Skill Group
(Generic 2.2
A group of ten skills. Each consecutive ten skills
ending with digits 0 through 9 constitute a skill tens
EAS and later) group. For example, skills 10-19 form a skill tens
group, as do skills 340-349.
Skill Level
Agents are assigned skill levels that may determine
which call waiting for one of the agent’s skills will be
delivered to the agent when the agent becomes
available. Skill levels help determine the “most
expert” agent who can handle a call to the skill.
Skill State
Skills can now be in one of four states (unknown,
normal, overload 1 or overload 2), based on the
expected wait time (EWT) threshold. TIme spent in
each state except unknown is tracked in the split
table. The state is unknown when the link is down or
the split is non-EAS, or when a new skill is added and
the state message has not yet arrived. Also, the skill
state will be unknown for all skills if the switch is not a
DEFINITY ECS R6.
Split/Skill ACD A call that queued to a split/skill and was answered
Call
by an agent in that split/skill.
Station
An unmeasured extension; that is, an extension that
is not currently staffed by an agent or is not a
member of an unmeasured split/skill or hunt group.
Tertiary
Split/Skill
The third split/skill the call queues to in a VDN is
called the tertiary split/skill.
(G3 Vectoring)
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Terminology
1-12
Top Skill
The agent’s top skill is the agent’s first-administered,
highest-level skill. This concept is the most useful
when you have a Generic 3 switch (with EAS) and
with agents who are using skill level call handling
preference. In this case, the agent’s top skill
represents the skill for which the agent is most likely
to receive a call. Agents for whom a given skill is the
top skill are the agents that a skill supervisor can
count on to handle calls for the skill.
NOTE: This concept is not useful for agents using the
greatest need call handling preference or for agents
who are not Generic 3 (with EAS) agents. For non-
EAS agents, the top “skill” is the split the agent has
been logged into the longest.
Uniform Call
Distribution
(UCD)
An agent selection method, available in both an EAS
and a non-EAS environment, in which all idle agents
are included in a single group. The least occupied
(UCD-LOA) or most idle (UCD-MIA) agent is
selected. (In an EAS environment, the selection is
made regardless of skill level.)
Universal Call
Identifier
(UCID)
The UCID is a number that uniquely identifies a call
in a network of nodes supporting UCID. This number
is a part of the records in the CMS Call History
feature.
Zero (0) Skill
(Generic 2.2
EAS and later)
See Default Skill.
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Database Table Names
1-13
Database Table Names
1
To select data for custom reports, you must use the names listed in the
tables in this section. The database items are described in later sections
of this document.
Introduction
1
The following table lists the real-time database tables and the data stored
in them:
Real-Time Table
Names
1
Name
csplit
Data Stored
Split/Skill data for the current interval.
Split/Skill data for the previous interval.
Agent data for the current interval.
Agent data for the previous interval.
Trunk group data for the current interval.
Trunk group data for the previous interval.
Trunk data for the current interval.
psplit
cagent
pagent
ctkgrp
ptkgrp
ctrunk
ptrunk
cvector
pvector
cvdn
Trunk data for the previous interval.
Vector data for the current interval.
Vector data for the previous interval.
VDN data for the current interval.
pvdn
VDN data for the previous interval.
Call Work Code (CWC) data for the current interval.
CWC data for the previous interval.
ccwc
pcwc
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Database Table Names
1-14
The following table lists historical database tables and the data stored in
them:
Historical
Database Tables
1
Name
hsplit
Data Stored
Split/Skill data for each intrahour interval.
Split/Skill data summarized by day.
Split/Skill data summarized by week.
Split/Skill data summarized by month.
Agent data for each intrahour interval.
Agent data summarized by day.
dsplit
wsplit
msplit
hagent
dagent
wagent
magent
htkgrp
dtkgrp
wtkgrp
mtkgrp
htrunk
dtrunk
wtrunk
mtrunk
hvector
dvector
wvector
mvector
hvdn
Agent data summarized by week.
Agent data summarized by month.
Trunk group data for each intrahour interval.
Trunk group data summarized by day.
Trunk group data summarized by week.
Trunk group data summarized by month.
Trunk data for intrahour interval.
Trunk data summarized by day.
Trunk data summarized by week.
Trunk data summarized by month.
Vector data for each intrahour interval.
Vector data summarized by day.
Vector data summarized by week.
Vector data summarized by month.
VDN data for each intrahour interval.
VDN data summarized by day.
dvdn
wvdn
VDN data summarized by week.
mvdn
VDN data summarized by month.
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Database Table Names
1-15
Name
Data Stored
hcwc
CWC data for each intrahour interval.
CWC data summarized by day.
CWC data summarized by week.
CWC data summarized by month.
Call record data.
dcwc
wcwc
mcwc
call_rec
agex
Agent exceptions.
spex
Split exceptions.
tgex
Trunk group exceptions.
vecex
vdnex
linkex
mctex
f_cday
f_cdayrep
haglog
ag_actv
Vector exceptions.
VDN exceptions.
Link down exceptions.
Malicious call trace exceptions.
Forecast current day configuration data by split/skill.
Current day forecast data by split/skill.
Agent login and logout information.
Agent activity trace data.
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-16
Interactions with Switch Features and Tracking of Switch Capabilities
Interactions with Switch Features and Tracking of Switch
Capabilities
1
The following features and switch capabilities have an impact on
CentreVu CMS database items.
Introduction
1
For Generic 3 switches with the ASAI feature, CentreVu CMS tracks
outbound calls placed by an adjunct processor or host computer on
behalf of an agent and adjunct-routed calls. Database items that start
with O_ track outbound split/skill calls and database items that contain
ADJ track adjunct-routed calls. Adjunct-placed outbound split/skill calls
are also included as part of ACD database items such as ACDCALLS,
ACDTIME, and ACWTIME. Inbound split/skill calls can be calculated as
ACDCALLS-O_ACDCALLS.
Adjunct-Placed
and Adjunct-
Routed Calls
1
The agent’s call handling preference determines which call an agent will
receive when there are calls waiting for more than one of the agent’s
skills. It is also used to help determine which agent will receive a call in a
situation where there are multiple agents available in a given skill. The
possible call handling preferences are:
Call Handling
Preference
1
●
Skill Level Call Handling Preference: An agent assigned Skill Level
call handling preference will receive calls first based on the level
assigned to the skill, then based on queue priority and wiat time of
the call.
●
Greatest Need Call Handling Preference: An agent assigned
Greatest Need call handling preference will receive calls based on
the queue priority and wait time (current wait time or predicted wait
time) of the call, not based on the level assigned for the skill.
●
Percent Allocation Call Handling Preference: An agent assigned
Percent Allocation call handling preference will receive a call based
on a comparison of times spent on calls for each skill level and the
percentage of time the agent has been allocated for each skill level.
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-17
Interactions with Switch Features and Tracking of Switch Capabilities
For G3V2 and later switches, a call is counted as a forced disconnect call
whenever the forced disconnect vector step is executed. The call is
counted as a disconnected call even if the caller hangs up before
listening to the entire announcement. For G3V2 and later G3 switch
releases, a call that is dropped by the switch because the Vector
Disconnect Timer timed out or reached the end of vector processing
without being queued will also be recorded as a forced diconnect call.
Forced
Disconnect
1
For Generic 3 switches, CentreVu CMS separately tracks look-ahead
interflow calls attempted and completed using database items that start
with LOOK. Look-ahead interflow calls are a subset of interflow calls.
Look-Ahead
Interflow Calls
1
For the Generic 3 switches, CentreVu CMS tracks hold time, transfers
and conferences for personal calls (non-ACD or extension calls) for the
G3 switches.
Personal Call
Tracking
1
With this feature, CentreVu CMS is allowed to separately track AUXIN
and AUXOUT time for calls made and received when an agent has an
ACD call on hold. These calls are now distinguished from time spent on
other AUXIN or AUXOUT calls.
Tracking of AUXIN
and AUXOUT Time
1
Also for Generic 3 switches, in the VDN tables, connect calls, abandoned
calls and their times will be tracked for calls that “route to” an extension.
Call pickup calls are tracked as personal calls, even if an ACD call is
picked up by an agent in the same split/skill.
Tracking for “Route
To” Calls
1
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-18
Interactions with Switch Features and Tracking of Switch Capabilities
Personal Call Tracking offers the following data tracking capabilities:
Data Tracking
Capabilities
●
1
Data is available for calls on hold, time for calls on hold, and calls
abandoned from hold. Without personal call tracking, time for calls
on hold was counted as talk time.
●
●
CentreVu CMS split and agent data reflect calls made while another
call is on hold.
When an agent places a call on hold, the agent returns to his or her
previous state before the call unless the previous state was AVAIL. If
the agent was in the AVAIL state, the agent is placed in the OTHER
state until the agent dials a valid number (if the number dialed is
invalid, the agent remains in OTHER), reconnects to the held call, or
the held call abandons. When the agent reconnects to the held call,
the agent returns to the original state for the call.
●
●
Agents do not have a HOLD state. Hold time is associated with a
call placed on hold. Agent states reflect the current activity of the
agent.
HOLDTIME is the time the call spent on hold. HOLDCALLS is the
number of calls that were placed on hold at least once, and
HOLDABNCALLS is the number of calls that were abandoned while
on hold.
●
I_OTHERTIME is the time during the collection interval that the
agent was doing other work.
For Generic 3 switches, this includes time while in the Auto-In or
Manual-In mode during which the agent put a call on hold and
performed no further action, the agent placed a call or activated a
feature, or a personal call rang with no further activity.
When an agent dials a valid extension, the agent’s state changes to
AUXOUT (if the agent was in AUX or OTHER) or to ACWOUT (if the
agent was in ACW).
The following example shows how CentreVu CMS tracks hold calls with
the new database items.
Hold Tracking for
Supervisor Assist
Example
1
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities
1-19
Agent holds call,
dials supervisor
Agent reconnects to
held ACD call
Agent answers ACD call
Agent talks to supervisor
Call ends
G3 (R3V2 and
CentreVu CMS
I_ACDTIME I_OTHERTIME
I_ACDTIME I_AUXTIME,
I_AUXOUTTIME
I_ACDTIME
I_ACDTIME
DEFINITY ECS
I_AUXOUTTIME,
I_ACDAUX_OUTTIME I_ACDAUX_OUTTIME
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-20
In general, any call that hangs up before an agent or station answers is
an abandoned call. On Generic 3 switches, any VDN calls (whether ACD
calls or not) that route to extensions and are then abandoned are
counted as abandoned calls for the VDN. (See Phantom-Abandon Calls.)
Interactions with Switch Features and Tracking of Switch Capabilities
Abandoned Calls
1
In countries where central offices do not provide the switch with
disconnect supervision, all calls with talk times that are less than an
administrable threshold can be counted as abandoned calls. CentreVu
CMS supports a phantom-abandon call timer that can be administered to
count calls with talk times less than 10 seconds as a phantom-
abandoned call.
Phantom-Abandon
Calls
1
The Phantom-Abandon Call Timer can be set from 1-10 seconds. Any
calls whose total talk time or connect time is less than the set number of
seconds are pegged as PHANTOMABNS, instead of ACDCALLS. The
abandon time for phantom calls is the time:
Phantom-Abandon
Call Timer
1
●
For splits: from the time the call queued until the agent or answering
station hangs up.
●
For VDNs: from the time the call encountered the VDN until the
agent or answering station hangs up.
●
For vectors: from the time the call entered the vector until the agent
or answering station hangs up.
When a call leaves a vector via a “route to split” command, the call is
not pegged as an outflow, and can be pegged as a phantom-
abandon call if the call duration is shorter than the administered
phantom-abandon time.
The database item PHANTOMABNS records the total number of such
calls. Also, these calls are counted as abandoned calls (ABNCALLS)
rather than answered calls (ACDCALLS). The abandon time for these
calls is equivalent to the time elapsed when the agent released the call.
PHANTOMABNS
Database Item
1
When the phantom-abandon call timer is not enabled, short ACD calls
are not counted as phantom-abandons, and the values of the
PHANTOMABNS database items are 0.
Phantom-Abandon
Call Timer Not
Enabled
1
Any call that has been put on HOLD, TRANSFERRED, or
CONFERENCED is not recorded as a phantom-abandon, even if its
duration is less than the setting of the phantom-abandon call timer.
Phantom-Abandon
Exceptions
1
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-21
Interactions with Switch Features and Tracking of Switch Capabilities
With Personal Call Tracking, CentreVu CMS tracks transferred and
conferenced calls as follows:
Transferred and
Conferenced Calls
1
●
Transferred and conferenced calls are tracked as held calls while
the call(s) wait to be transferred or added to a conference.
●
●
When an agent ends a conference call, the agent returns to the call
state prior to setting up the conference.
If an agent is talking, places the ACD call on hold to transfer the call,
and then completes the transfer, the agent goes to the AVAIL state
(Auto-In) or to the ACW state (Manual-In) following the transfer.
●
Transferred or conferenced unmeasured split, trunk group, or VDN
calls are now tracked. Prior to Personal Call Tracking, these calls
were not tracked.
CentreVu CMS records the trunk associated with audio difficulty for
personal calls if the trunk group is measured. Prior to Personal Call
Tracking, audio difficulty was restricted to ACD calls.
Audio Difficulty
1
Direct agent calls are tracked separately from other ACD calls in the
CentreVu CMS database tables. Since direct agent calls are not split/skill
calls but are calls to a specific agent, most of the direct agent data are
collected in the agent tables in items starting with DA_ or I_DA. Direct
agent calls are counted as ACD calls in trunk, trunk group, VDN and
vector tables.
Direct Agent
Calling (G3)
1
Reports can be customized to include direct agent data. In the real-time
split/skill table, the number of agents on direct agent calls and the
number of agents in ACW associated with direct agent calls are
collected, but they are subsets of the number of agents in the OTHER
agent state; that is, they are doing work but not for the split/skill. Only the
OTHER value appears on standard real-time reports. The number of
direct agent calls queued and ringing appears on the Queue/Agent
Summary report.
Direct Agent Data
in Reports
1
For Generic 3 switches, a direct agent call can be initiated by an adjunct.
For Generic 3 Version 2 and later Generic 3 switch releases with the EAS
feature, a direct agent call can be initiated by dialing the agent’s login
number or through the “route to number” vector command. The call is
treated like an ACD call and is delivered to the agent before any split/skill
ACD calls queue.
Switch-Specific
Capabilities
1
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-22
Interactions with Switch Features and Tracking of Switch Capabilities
The expanded agent capabilities feature allows EAS agents to have up to
20 skills assigned. Each skill may be assigned a level from 1 to 16,
where1 is the highest level and 16 is the lowest. (The numeric level
replaces the skill type p or s used in earlier G3 EAS releases.) Agents
may have a call handling preference based either on the skill level,
meaning that the agent will serve calls waiting for their highest level skill
before serving calls waiting for any lower level skills; or based on greatest
need, meaning that the agent will serve the highest-priority, oldest call
waiting for any of their skills.
Expanded Agent
Capabilities
(DEFINITY ECS
R5 and Later)
1
The expanded agent capabilities feature also allows the specification of
the skill to be used for the agent’s direct calls. This also allows
specification of the level for the direct agent skill; which, in conjunction
with the agent’s call handling preference, may affect the order in which a
direct agent call is delivered to an agent. That is, direct agent calls need
to be delivered for all skill ACD calls.
A new concept introduced in R3V5 CMS, the top skill, can be useful in
EAS implementations that use skill level call handling preference for the
agents. An agent’s first administered, highest level skill is the agent’s top
skill, since it is for this skill that the agent is most likely to handle calls.
This is the skill that can “count on” the agent. New database items have
been added to track the number of top agents in skills, as well as the time
top agents spent available and in AUX.
The expanded agent capabilities on the switch include an increased
number of measured splits/skills to 600 and an increase in the number of
measured agent/split or agent/skill pairs to 10,000 for the G3r processor,
as well as new options for Most Idle Agent (MIA) call distribution. The
new options allow selection of MIA distribution across skills, rather than
for each skill, and selection of whether agents in ACW are or are not
included in the agent free list. These options have no direct impact on
CMS, since CMS does not keep track of the most idle agent.
The Multiple Call Handling feature allows an ACD agent to put a call on
hold and push the Auto-In or Manual-In key to take another ACD call.
CentreVu CMS tracks the hold state as a call state, not an agent state.
This means that hold time is counted for each call. For example, an agent
who places two calls on hold for 5 minutes to answer a third accrues 10
minutes hold time for the two calls in the space of only 5 minutes on the
clock.
Multiple Call
Handling (G3V3)
1
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities
1-23
The Forced Multiple Call Handling feature in Generic 3 Version 4
Forced Multiple
Call Handling
(G3V4)
switches allow an ACD call to ring at an agent’s voice terminal even if that
agent is already talking on an ACD call. In this case, the agent continues
to accrue talk time until the agent puts the current call on hold or releases
it.
1
CentreVu CMS tracks and reports hold state for calls put on hold for
Generic 3 switches. This means that CentreVu CMS is notified when an
agent puts a call on hold. For Generic 3 switches, CentreVu CMS tracks
all calls put on hold.
Hold Tracking
(G3)
1
CentreVu CMS displays the number of agents with split/skill ACD calls
and direct agent calls ringing at their voice terminals. This information is
meaningful only if agents' voice terminals are administered to ring rather
than receive zip tone. The switch sends a message to CentreVu CMS
when a call is directed to an agent and alerting begins. Currently, this is
only supported on Generic 3 switches. If you do not have one of these
switches, the ring state columns in standard reports display blanks.
Ringing (G3)
1
For Generic 3 switches, CentreVu CMS tracks all transferred calls made
by measured agents. The agent and split/skill reports display these
transfers. Transfers into a split/skill, agent, or VDN are not tracked
explicitly (for example, the party initiating the transfer is credited with a
transfer, not the party receiving the transfer).
Transfer
Tracking
1
CentreVu CMS tracks conferenced calls for Generic 3 switches. Agents
who transfer a call by conferencing and then dropping off are credited
with a conference and not a transfer.
Conference
Tracking (G3)
1
CentreVu CMS tracks ACD calls that are answered by an agent using the
Call Pickup feature as AUXIN calls.
Call Pickup
1
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-24
Interactions with Switch Features and Tracking of Switch Capabilities
CentreVu CMS requires agents to log into multiple splits/skills using the
same login ID for all splits/skills. This allows CentreVu CMS to track the
agent as a single person and to coordinate the data for that agent.
Agents in
Multiple
Splits/Skills
1
Agents in multiple splits/skills are tracked as a single agent in R3 CMS.
For non-EAS ACD operation, agents must log in with the same llogin ID
for all splits. “TI_” database items have been added to indicate the time
the the agent spent in various work states independent of the split/skill
the agent is working in. These are interval-based items.
When agents are logged into multiple splits/skills, the items counting
AUXIN/AUXOUT calls and time are usually associated with the split/skill
the agent has been logged into the longest (i.e., the first split the agent
logged into). However, in the case where an agent puts a split/skill or
direct agent ACD call on hold and then makes an AUXOUT call, the
outgoing call and its talk time are counted for the split/skill associated
with the ACD call.
Real-time reports assume that agents can only be doing one thing at a
time. Agents can be in the following states: AVAIL, ACD, ACW, AUX,
DACD, DACW, RINGING, UNKNOWN, OTHER, or UNSTAFFED. When
an agent logs into multiple splits/skills, the split/skill number(s) are shown
on the report(s) for the states (ACD, DACD, ACW, AVAIL, and RINGING)
associated with the call. For example, if an agent logged into split/skill 1
and split/skill 2 and answered an ACD call for Split/Skill 2, the split/skill
number shown in the standard real-time report(s) is “2.”
Real-Time Reports
1
For splits, as long as the agent is not on a call or the agent is in AUX and
is available in at least some splits, real-time reports show all the splits in
which the agent is available. For skills, the agent cannot be available in
some skills and not available in others unless Multiple Call Handling
(MCH) is active. The Skill Status report shows all the agent's login skills.
If an ACD call is ringing the agent's voice terminal, the real-time report
shows the RINGING state. If a personal call is ringing at the agent's voice
terminal, the real-time report shows the OTHER state. No split/skill is
shown for the AUX and UNKNOWN states because these states are not
split/skill related unless the agent is on a call (AUXIN or AUXOUT) in
which case, the split/skill is shown in the report. The agent is shown as
being in AUX only if the agent is in AUX in all splits/skills.
Splits Shown on
Real-Time Reports
1
With real-time split/skill reports, if an agent is available in split 1 and in
AUX in split 2 and you request the Split/Skill report which displays both
splits, the report shows the agent is AVAIL in split 1 and OTHER in split 2.
Real-Time
Split/Skill Reports
1
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities
1-25
On a Generic 3 switch, calls can be queued to as many as three
Multiple-Split/
Skill Queuing
(G3)
splits/skills simultaneously. For the first split/skill to which a call is queued
(primary split/skill), CentreVu CMS counts an answer, outflow (leaves
vector processing or is answered by an agent in another split/skill), or
abandon. For the second or third split/skill to which a call is queued,
CentreVu CMS counts an answer and an inflow if the call is answered in
that split/skill. If the call is answered in another split, the call outflows, or
the caller abandons, CentreVu CMS counts the call as dequeued.
1
NOTE:
If a call rings in a second or third split and then abandons, an inflow and
abandon are counted for that split; an outflow or dequeue is counted for
the other splits.
In the following Multiple-Split/Skill Queuing example, you see the call
queue to split/skill 1 first, then queue to split/skill 2 after 15 seconds. After
another 10 seconds, the call enters split/skill 3’s queue. The call is now
queued to splits/skills 1, 2, and 3 at the same time. See the example for
disposition of the call for all three splits if the call was abandoned, was
answered, or routed to a VDN.
Multiple Split/Skill
Queueing Example
1
Call disposition after
30 seconds in queue
15 SECONDS
10 SECONDS 5 SECONDS
Call queues to
split/skill 1
Call enters queue
for Split/Skill 3
Call enters queue
for Split/Skill 2
Call Disposition
Split/Skill 1
ABNCALLS
Split/Skill 2
Split/Skill 3
Abandoned from
Queue
DEQUEUECALLS
DEQUETIME = 15
DEQUEUECALLS
DEQUETIME = 5
ABNTIME = 30
Split/Skill 2 Answered OUTFLOWCALLS
ACDCALLS
DEQUEUECALLS
DEQUETIME = 5
OUTFLOWTIME = 30 ANSTIME = 15
INFLOWCALLS
Route to VDN
OUTFLOWCALLS
OUTFLOWTIME = 30 DEQUETIME = 15
DEQUEUECALLS
DEQUEUECALLS
DEQUETIME = 5
Abandoned from
Ringing Split/Skill 2
OUTFLOWCALLS ABNCALLS
OUTFLOWTIME = 30 ABNTIME = 15
DEQUEUECALLS
DEQUETIME = 5
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-26
Interactions with Switch Features and Tracking of Switch Capabilities
Best Service Routing (BSR) allows calls to be balanced at a single site or
between multiple sites. BSR is enhanced multi-site routing that provides
new call vectoring functions that build upon the Look-Ahead Interflow
feature to route a call to the “best” split/skill on a single Enterprise
Communications Server (ECS) or to the “best” split/skill in a network of
DEFINITY ECSs. The “best” split/skill is defined as the local split/skill or
remote ECS that offers the shortest waiting time for the call in a call
surplus (calls queued) situation for the application. The waiting time is
calculated using the DEFINITY ECS’s Expected Wait Time (EWT)
predictor, and can be adjusted by the user. In an agents available
situation, the “best” split/skill is determined based on the assigned
available agent strategy. BSR data is tracked in the vector, VDN, and call
history tables.
Best Service
Routing
(DEFINITY ECS
R6)
1
CentreVu CMS does not know what state agents are in immediately after
they have logged in (or right after the link to the switch has come up) until
notified by the switch. The time the agent spent in this state is tracked as
I_OTHERTIME and TI_OTHERTIME and the agent's state is displayed
as OTHER.
Agent State
Tracking at Login
1
For Generic 3 switches, the time between logging in and moving to the
AUX state depends on the time it takes for the agent logging in to release
the call or go on-hook or for the switch to time the call out (about 5 to 10
seconds).
Generic 3 Switch
Functionality
1
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-27
Interactions with Switch Features and Tracking of Switch Capabilities
The G3V4 switch release supports moving a staffed agent between splits
or changing the skill assignments for staffed agents. If the agent has any
call on the voice terminal or is in ACW, then the move cannot take place
immediately, but is pending until the agent voice terminal goes idle (all
calls have been terminated), or the agent changes out of the ACW mode.
CMS provides two real-time database items in the agent data,
Move Agent
While Staffed
(G3V4 and later)
1
MOVEPENDING and PENDINGSPLIT, that can be accessed by using
custom reports to provide information about whether agents have moves
pending and, if so, the split or skill to which they are being moved. Note
that in the case that the agent’s skills are being changed and the change
adds more than one skill, the PENDINGSPLIT item will show the first skill
that is being added. It is also possible for MOVEPENDING to be set, but
for PENDINGSAPLIT to be blank (or 0). This can happen, for example,
when the link to the switch comes up and a move is pending for an agent.
CMS will be notified by the switch that the move is pending, but
PENDINGSPLIT will not be set.
The “converse” command integrates Voice Response Units (VRUs) and
the Vectoring feature. The “converse” command allows voice-response
scripts to be executed while, for example, a call waits in queue. This
command also allows data to be passed between the switch and a VRU
or from the VRU through the switch to an ASAI adjunct processor.
Converse Vector
Command (G3V2
and later)
1
There is no vector or VDN tracking for this command. If the VRU ports
are administered as a measured split/skill, then agent and split/skill
tracking is available.
Tracking
1
When a “go to vector” command is executed, an outflow and a “go to call”
are counted for the first vector and an inflow is counted for the second
vector, and the timing and statistics associated with the first vector for
that call stop and are started for the second vector. The call remains in
the original VDN, however, and tracking in that VDN continues.
Go To Vector
1
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-28
Interactions with Switch Features and Tracking of Switch Capabilities
Outbound call management (OCM) calls to splits/skills are included as a
subset of the ACD call database items (talk time, ringing, ACW, and so
on). OCM calls also have their own database items which start with O_ in
the agent, split/skill, trunk and trunk group tables. Inbound split/skill calls
can be calculated as ACDCALLS - O_ACDCALLS. See the “Adjunct-
Placed and Adjunct-Routed Calls” section for more information.
Outbound Call
Management
(OCM)
1
When a ringing call times out, the call can be requeued to the same
split/skill or to a Vector Directory Number (VDN) by the Redirection on No
Answer (RONA) feature (available only on a DEFINITY ECS). When
redirected to the same split/skill, an outflow and an inflow are counted for
the split/skill. Thus, the redirected call appears as two offered calls to the
split/skill. The database item NOANSREDIR is also incremented. The
unique calls offered to the split/skill can then be calculated by subtracting
the value of NOANSREDIR from CALLSOFFERED.
Redirection on
No Answer
(G3V2 and later)
1
NOTE:
This assumes that the split/skill is set up so that normal split/skill calls do
not cover back to the same split/skill except through the Redirection on
No Answer feature. If they can cover back to the same split/skill, each call
that does this is counted as an outflow and inflow to that same split/skill.
In this case, NOANSREDIR is not incremented.
When a ringing call times out and is routed to a VDN (Generic 3 Version
4), an outflow and NOANSREDIR are incremented.
Skills can now be in one of our states (unknown, normal, overload1,
overload2), based on Expected Wait Time (EWT) threshold. Time spent
in each state except UNKNOWN is trakced in the split table. The state is
UNKNOWN when the link is down or the split is non-EAS or when a new
skill is added and the state message has not yet arrived.
Skill State
1
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-29
Interactions with Switch Features and Tracking of Switch Capabilities
The G3V4 and later switches calculate a roilling average speed of
answer (ASA) for splits/skills and VDN(s). This ASA can be used in
vector conditionals to determine where to queue calls. The ASA(s) for
splits/skills and for VDN(s) are also sent to R3V4 and later CMS, and can
be displayed on real-time reports.
Switch Average
Speed of Answer
(G3V4 and later)
1
The ASA for a split/skill includes the time spent in the split/skill queue and
the time ringing at an agent. The ASA for a VDN includes the time spent
in vector processing (including the time spent in queue) and the time
ringing for the VDN assocaited with the call when it was answered. This
switch-generated, rolling ASA is a running, weighted average calculation.
ASA will in general not match the average speed of answer on CMS.
The times ACW feature, which provides automatic-in agents with a fixed
ACW period after each Automatic-In call, makes no changes in CMS
tracking of ACW time. Timed ACW is tracked identically to manually
entered ACW or ACW resulting from manaul-in calls.
Timed ACW
1
In the trunk, trunk group, and VDN tables, the TIME items typically
accumulate until the trunk drops at the end of the call, unless the items
are queue time or ring time or other similar items.
Tracking of
Times/Duration
1
In the split/skill and vector tables, the TIME items typically accumulate
until the call leaves the split/skill/vector and the disposition is known (for
example, when the call outflows or when the caller starts hearing the
forced busy).
TIME Database
Items
1
This timer starts when the switch first seizes the trunk and is stopped
when answer supervision is sent for the call. If it times out, the call is
dropped by the switch and the CentreVu CMS counts the call as an
abandoned call. (This timer is for switches in countries that lack
disconnect supervision for trunks. The assumption is that the caller
abandoned long ago.)
Trunk No Answer
Timeout (G3V2
and later)
1
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-30
Interactions with Switch Features and Tracking of Switch Capabilities
The Vector Disconnect Timer is started when a call begins vector
processing and stops when the call is routed successfully. This means
that the call rings at a destination or the trunk is connected to a
destination. In the case of adjunct routing, the timer is stopped when the
call is routed successfully. If the timer times out, the call is dropped by the
switch and the CentreVu CMS records a forced disconnect for the call.
Vector
Disconnect
Timer (G3V2 and
later)
1
The G3V4 switch provides a vector conditional base don a count of the
active calls to a VDN. Incoming trunk calls that route directly to the VDN
by Direct Inward Dialing (DID), DCS, PRI, tie or tandem trunks or
incoming trunk calls where the VDN is considered the incoming
destination, are considered active calls for a VDN. Incoming trunk night
service calls where the VDN is the night service destination, or calls that
forward or cover to the VDN that have not already routed to another VDN
on this switch are also considered active calls for a VDN.
VDN Active Calls
1
The G3V4 switch will send the current active VDN call count to R3V4
CMS, where it can be displayed on real-time reports. Note that the
switch’s count of “active” calls is not the same as the CMS count of
INPROGRESS calls in the VDN, since the definition of “active in the
VDN” differs between the switch and CMS. (CMS counts calls as
INPROGRESS in the VDN whether they are inbound trunk calls or
internal calls and regardless of whether this is the first VDN for the call or
not.)
This timer is started when a call begins ringing at an agent or station. It is
stopped if the call is answered, connected or redirected. Once a
redirected call begins ringing, the timer is restarted. In the case of
redirection on no answer, if the call cannot be redirected, the WAST is
restarted. If the WAST times out, the call is dropped by the switch and the
CentreVu CMS records an abandon (from ringing) for the call.
Wait Answer
Supervision
Timer (WAST)
1
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
1-31
Interactions with Switch Features and Tracking of Switch Capabilities
A Universal Call ID (UCID) is a unique tag that is assigned to a call. The
purpose of the UCID is to allow call-related data to be collected and
aggregated from multiple sources (for example, DEFINITY and Intuity
Conversant) and multiple sites. The UCID may then be used to group all
the data from various sources about a particular call.
Universal Call ID
(DEFINITY ECS
R6)
1
CMS will receive the UCID assigned to calls by a DEFINITY ECS R6 with
this feature enabled. The UCID is then stored, along with data about the
call itself, by the call history feature (which includes both internal and
external call history). The data will be available to both Custom Reports
and the Report Designer. UCID data is stored in the call history and agent
trace tables.
CentreVu Advocate is available on the DEFINITY ECS, Release 6 and
later versions. CentreVu Advocate has introduced database tracking
items for CMS:
CentreVu
Advocate (ECS
R6 and later)
1
●
Skill State: Skills can now be in one of four states (unknown,
normal, overload 1 or overload 2), based on the Expected Wait Time
(EWT) threshold. Time spent in each state except “unknown” is
tracked in the split/skill tables. The state is unknown when the link is
down or the split is non-Expert Agent Selection (EAS), or when a
new skill is added and the state message has not yet arrived. The
skill state is unknown if the CMS is connected to a non-R3V6 switch.
●
Reserve Agent: Agents can have a skill level of reserve1 or
reserve2 that corresponds to skill states overload 1 and overload 2.
Only when the skill is in an overload state will the appropriate
reserve agents serve that skill. These agents have a special agent
“service” role. When the agents are available, but the skill is not in
the appropriate state, the agent is tracked as “other.”
●
Agent Counts: The number of agents in various states are stored in
the split/skill tables by agent type. Reserve agents are stored in
R1xxx and R2xxx database items. Top agents are stored in Txxx
and flex agents are stored in Fxxx database items. Flex agents can
have a role of roving, backup, or allocated.
●
Agent Time in Skill: Agents’ ACD/After Call Work (ACW) time can
be tracked by skill. Non-ACD time in standard skills is as follows:
agents with the tracked skill as the top skill use 100 percent, while
agents who are percent allocated use the same percentage for both
ACD and non-ACD time. Backup, Roving, or Reserve agents track
none of their non-ACD time toward this skill.
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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities
1-32
●
Agent Role: ROLE is a new database item that has been added to
the agent tables to describe how an agent participates in a skill. The
agent’s role is based on both the agent’s Skill Level and Call
Handling Preference. Agents with a reserve skill have a role of
Reserve. Non-EAS agents and agents with Greatest need Call
Handling Preference have a role of Roving. Top agents have a role
of Top. Skill Level Call Handling Preference agents who are neither
top or reserve have a role of Backup. Agents who are Percent
Allocated have a role of Allocated.
A location, or site, refers to a physical location. This can be a building, a
section of a building, or it can be what was once a separate ACD before
the ATM WAN capability was used to merge separate ACDs with other
ACDs into one large call center. A location will typically be assigned one
(or more) location IDs. A location, despite being part of a larger call
center, may continue to have sole responsibility for handling certain 800
numbers. A location may also share responsibility for handling an 800
number by having some of its agents be part of a larger split/skill that
includes agents from other locations.
Location (ECS
R8 and later)
1
An agent location ID is the ID of the agent terminal the agent is logged
into. It is associated with the DEFINTY port network ID to which the agent
terminal is attached. An agent cannot be assigned a location ID for
reporting purposes until he or she logs into the ACD. Available on the
DEFINITY ECS R7.1 with ATM and later. This is supported by the
LOC_ID database item.
Location ID for
agents
1
The DEFINITY network location ID (1-44) associated with a trunk. A
Location ID is not directly assigned to an trunk, instead, it is assigned to a
port network (via the chcabinetx form). Therefore, each trunk whose
equipment location belongs to that port network will be associated with
that port network’s location ID. This is supported by the EQLOC database
item.
Location ID for
trunks
1
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
2-1
2 Database Items and Calculations
Overview
2
This chapter describes the CentreVu® Call Management System (CMS)
database tables, the items in the database tables, and the standard
Dictionary calculations that use the database items. This chapter also
includes calculations added to specifically support Supervisor reports.
Purpose
2
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
General information
2-2
General information
2
Overview
2
This section presents general information about database items.
The following topics are covered:
Purpose
2
2
Organization
●
“Database item types” on page 2-2
●
“Split/skill database items” on page 2-3
●
“Agent database items” on page 2-3
●
“Trunk group database items” on page 2-4
●
“Trunk database items” on page 2-4
●
“Vector database items” on page 2-4
●
“VDN database items” on page 2-5
●
“Call work codes database items” on page 2-5
●
“Agent login/logout database items” on page 2-6
●
“Agent trace database items” on page 2-6
●
“Current day configuration database items” on page 2-6
●
“Current day report database items” on page 2-7
●
“Call record database items” on page 2-7
●
“Exception historical database items” on page 2-7
Database item
types
2
2
Cumulative, Administrative, Row Identifier, Busy Hour, and Maximum
Value items apply to both the current and previous interval real-time
tables. Status items apply only to the current interval tables. Special
Table items are historical, and apply only to the table in which they are
stored.
Overview
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
General information
2-3
Split/skill
database items
2
2
The Split/Skill database item descriptions apply to real-time and historical
items.
Overview
Real-Time split/skill database items apply to the Current Interval
Split/Skill (csplit) and Previous Interval Split/Skill (psplit) tables. The real-
time indexes are ACD and SPLIT.
Real Time Database
Items
2
Historical split/skill database items apply to the Intrahour Split/Skill
(hsplit), Daily Split/Skill (dsplit), Weekly Split/Skill (wsplit), and Monthly
Split/Skill (msplit) tables, except as noted. The historical indexes are
SPLIT and ROW_DATE.
Historical Database
Items
2
Row data will be archived for the I_OL1TIME and I_OL2TIME items if the
row spent any time in the overload 1 or overload 2 threshold states. If the
row (skill) spent all of its time in the normal state, and has no other
reason to he archived (that is, no agent staffed time, no calls handled,
and so on), then it will not be archived. When creating a report through
CentreVu Report Designer or CMS Custom reports, data should be
summed across user-specified intervals in order to see meaningful report
results.
Customizing Reports
2
Agent database
items
2
2
The Agent database item descriptions apply to real-time and historical
items.
Overview
Real-Time agent database items apply to the Current Interval Agent
(cagent) and Previous Interval Agent (pagent) tables. The real-time
indexes are ACD, LOGID, POSITION, and SPLIT.
Real Time Database
Items
2
Historical agent database items apply to the Intrahour Agent (hagent),
Daily Agent (dagent), Weekly Agent (wagent), and Monthly Agent
(magent) tables, except as noted. The historical indexes are LOGID,
SPLIT, and ROW_DATE.
Historical Database
Items
2
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
General information
2-4
Trunk group
database items
2
2
The Trunk Group database item descriptions apply to real-time and
historical items.
Overview
Real-Time trunk group database items apply to the Current Interval Trunk
Group (ctkgrp) and Previous Interval Trunk Group (ptkgrp) tables. The
real-time indexes are ACD and TKGRP.
Real Time Database
Items
2
Historical trunk group database items apply to the Intrahour Trunk Group
(htkgrp), Daily Trunk Group (dtkgrp), Weekly Trunk Group (wtkgrp), and
Monthly Trunk Group (mtkgrp) tables, except as noted. The historical
indexes are ROW_DATE and TKGRP.
Historical Database
Items
2
Trunk database
items
2
2
The Trunk database item descriptions apply to real-time and historical
items.
Overview
Real-Time trunk database items apply to the Current Interval Trunk
(ctrunk) and Previous Interval Agent (ptrunk) tables. The real-time
indexes are ACD, ITN, EQLOC, and TKGRP.
Real Time Database
Items
2
Historical trunk database items apply to the Intrahour Trunk (htrunk),
Daily Trunk (dtrunk), Weekly Trunk Group (wtrunk), and Monthly Trunk
(mtrunk) tables, except as noted. The historical indexes are EQLOC,
ROW_DATE and TKGRP.
Historical Database
Items
2
Vector database
items
2
2
The Vector database item descriptions apply to real-time and historical
items. Vector database items are available only if the Vectoring feature
has been purchased and authorized for you to use.
Overview
Real-Time vector database items apply to the Current Interval Vector
(cvector) and Previous Interval Vector (pvector) tables. The real-time
indexes are ACD and VECTOR.
Real Time Database
Items
2
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
General information
2-5
Historical vector database items apply to the Intrahour Vector (hvector),
Daily Vector (dvector), Weekly Vector (wvector), and Monthly Vector
(mvector) tables, except as noted. The historical indexes are
ROW_DATE and VECTOR.
Historical Database
Items
2
VDN database
items
2
2
The VDN Database Item descriptions apply to real-time and historical
items. VDN database items are available only if the vectoring feature has
been purchased and authorized for you to use.
Overview
Real-Time VDN database items apply to the Current Interval VDN (cvdn)
and Previous Interval VDN (pvdn) tables. The real-time indexes are ACD,
VDN, and VECTOR.
Real Time Database
Items
2
Historical VDN database items apply to the Intrahour VDN (hvdn), Daily
VDN (dvdn), Weekly VDN (wvdn), and Monthly VDN (mvdn) tables,
except as noted. The historical indexes are ROW_DATE and VDN.
Historical Database
Items
2
Call work codes
database items
2
2
The Call Work Codes database item descriptions apply to real-time and
historical items. Call work codes are only available with Generic 3 and
later switches.
Overview
Real-Time call work codes apply to the Current Interval CWC (ccwc) and
Previous Interval (pcwc) tables. The real-time indexes are ACD and
CWC.
Real time database
items
2
Historical call work codes database items apply to the Intrahour Call
Work Codes (hcwc), Daily Call Work Codes (dcwc), Weekly Call Work
Codes (wcwc), and Monthly Call Work Codes (mcwc) tables, except as
noted. The indexes are ROW_DATE and CWC.
Historical database
items
2
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
General information
2-6
Agent
login/logout
database items
2
2
The Agent Login/Logout database item descriptions are historical items
specific to the Agent Login/Logout (haglog) table. The indexes are SPLIT
and ROW_DATE.
Overview
Agent trace
database items
2
2
The Agent Trace database item descriptions (Table F) are historical items
specific to the Agent Trace (ag_actv) table. The indexes are LOGID and
ROW_DATE.
Overview
The Optional database items collect data only when those items are
selected in the CentreVu CMS System Setup: Agent Trace Record
Contents window and are not used in any standard reports. To receive a
report containing optional Agent Trace historical database items, a
custom report must be created.
Optional database
items
2
Current day
configuration
database items
2
2
The Current Day Configuration database item descriptions are historical
items used specifically to collect values entered in the Forecast: Current
Day window. They apply to the Current Day (f_cday) table. The indexes
are ACD, ROW_DATE and SPLIT.
Overview
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
General information
2-7
Current day
report database
items
2
2
The Current Day Report database item descriptions (Table F) are
historical items used specifically to collect values entered in the Forecast:
Current Day window. They apply to the Current Day Report (f_cdayrep)
table. The indexes are ACD, ROW_DATE and SPLIT.
Overview
Forecast data for a split/skill is automatically generated when the
Forecast Manager runs (if you have also completed a Current Day
Configuration for the split/skill).
Forecast data
2
Call record
database items
2
2
The Call Record database item descriptions are historical items that
apply specifically to the Call Record (call_rec) table. The indexes are
ACD and ROW_DATE.
Overview
Exception
historical
database items
2
In the following exceptions database items, the database item EXTYPE
lists numerical values associated with exception types. The database
item REASON lists numerical values associated with exception types.
EXTYPE and REASON
database items
2
CentreVu CMS stores exception types using the numerical values, then
translates the numbers into the text you see in standard exception
reports.
Exception type
storage
2
To select specific exception types for a custom report, you must enter the
numerical value(s) in the Select rows where: statement.
Selecting exception
types for reports
2
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-8
Database Items
2
Overview
2
2
This section describes database items for all tables.
Purpose
ABNCALLS
2
2
The ABNCALLS appears in the following database tables:
Database tables
Split/skill tables
Number of CALLSOFFERED that were abandoned while in queue or
ringing at an agent position.
Note: When a call abandons while queued to multiple splits/skills and
abandons from queue, only the primary split/skill increments ABNCALLS
(calls that are ringing an agent and then abandon peg as abandons for
the split/skill they were ringing). This also includes calls with talk times
less than the phantom-abandoned call timer value, if it is set. ABNCALLS
= ABNCALLS1 + ABNCALLS2 + ABNCALLS3 + ABNCALLS4 +
ABNCALLS5 + ABNCALLS6 + ABNCALLS7 + ABNCALLS8 +
ABNCALLS9 + ABNCALLS10 ABNCALLS includes ABNCALLS1-10,
ABNRINGCALLS, O_ABNCALLS, PHANTOMABNS, SLVLABNS.
This is a cumulative item.
Agent tables
The number of split/skill ACD calls that were abandoned while ringing the
agent’s voice terminal (after being directed to the agent voice terminal,
but before being answered). This includes calls considered abandoned
because their talk time was less than the phantom-abandoned call timer.
For Generic 3 switches, ABNCALLS includes PHANTOMABNS.
Available on Generic 3 switches.
This is a cumulative item.
Trunk group tables
The number of calls carried by this trunk that were abandoned by the
caller before being answered by an agent. Calls directly to unmeasured
stations that did not go through a measured VDN or split/skill are not
recorded.
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-9
For Generic 3 switches, ABNCALLS includes all calls abandoned by the
caller that were carried by this trunk, except for calls directly to
unmeasured stations that did not go through a measured VDN or
split/skill. This includes ACD calls and calls that routed to an agent or
extension with talk times less than the phantom-abandoned call timer
value.
This is a status item.
Trunk tables
The number of calls carried by this trunk that were abandoned by the
caller before being answered by an agent. Calls directly to unmeasured
stations that did not go through a measured VDN or split/skill are not
recorded. For Generic 3 switches, ABNCALLS includes all calls
abandoned by the caller that were carried by this trunk, except for calls
directly to unmeasured stations that did not go through a measured VDN
or split/skill. This includes ACD calls and calls that routed to an agent or
extension with talk times less than the phantom-abandoned call timer
value. Calls that abandon while listening to a forced disconnect are also
included in ABNCALLS. ABNCALLS includes ABNVECCALLS,
ABNQUEUECALLS, and ABNRINGCALLS.
This is a cumulative item.
Vector tables
The number of INCALLS that were abandoned while INPROGRESS for
this vector. This includes split/skill and direct agent ACD calls that
abandon from queue or from ringing, calls that abandon from vector
processing. ABNCALLS includes ABNQUECALLS, ABNRINGCALLS,
and PHANTOMABNS.
This is a cumulative item.
VDN tables
The number of INCALLS that were abandoned while INPROGRESS for
this VDN. This includes split/skill and direct agent ACD calls that
abandon from queue or from ringing, calls that abandon from vector
processing, calls that abandon after being routed to an extension via the
"route to’’ vector command, and for Generic 3 (prior to Generic 3 Version
2 load 100) switches, calls that abandoned while listening to a forced
disconnect announcement. ABNCALLS includes ACD calls and calls
routed to an agent or extension with talk times less than the value of the
phantom abandoned call timer. ABNCALLS includes ABNCALLS1
through ABNCALLS10, ABNQUECALLS, ABNRINGCALLS,
PHANTOMABNS, and SLVLABNS are pegged as ABNCALLS.
This is a cumulative item.
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-10
ABNCALLS1-10
2
2
The ABNCALLS1-10 appears in the following database tables:
Database tables
Split/skill tables
Number of ABNCALLS that were abandoned during the collection
interval in each of the service level increments PERIOD1 through
PERIOD9 (as defined on the Call Center Administration: Call Profile
window). ABNCALLS10 counts calls that abandoned after PERIOD9.
Note: If call profiles are not set, then the data gets stored into the first
interval (ABNCALLS1).
This is a cumulative item.
VDN tables
The number of INCALLS that abandoned in each of the service level
increments PERIOD1 through PERIOD9 (as defined IN the Call Center
Administration: VDN Call Profile Setup window). ABNCALLS10 counts
calls that abandoned after PERIOD9.
This is a cumulative item.
ABNQUECALLS
2
2
The ABNQUECALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of ABNCALLS that abandoned while in a split/skill or direct
agent ACD queue. Available on Generic 3 switches.
This is a cumulative item.
Vector tables
The number of ABNCALLS that hung up while in a split/skill or direct
agent ACD queue. Available on Generic 3 switches.
This is a cumulative item.
VDN tables
The number of ABNCALLS that were abandoned while in a split/skill or
direct agent ACD queue. Available on Generic 3 switches and the ECS.
This is a cumulative item.
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ABNRINGCALLS
2
2
The ABNRINGCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of split/skill or direct agent ABNCALLS that abandoned while
ringing at an agent position. Available for ring tracking with Generic 3
switches.
This is a cumulative item.
Trunk group tables
The number of split/skill or direct agent ABNCALLS that abandoned by
the caller while ringing at an agent position. Available on Generic 3
switches.
This is a cumulative item.
Vector tables
The number of split/skill or direct agent ABNCALLS that were abandoned
while ringing at an agent position. Available on Generic 3 switches and
on the ECS.
This is a cumulative item.
VDN tables
The number of split/skill and direct agent ABNCALLS that were
abandoned by the caller while ringing at an agent position. Available on
Generic 3 switches and on the ECS.
This is a cumulative item.
ABNTIME
2
2
The ABNTIME item appears in the following database tables:
Database tables
Split/skill tables
Time callers spent waiting in queue and ringing at an agent’s voice
terminal before abandoning the call. For phantom abandons, ABNTIME
includes the time until the agent releases the call.
This is a cumulative item.
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Agent tables
The time split/skill ACD callers waited while ringing the agent’s voice
terminal before the call was abandoned. For Generic 3 switches,
ABNTIME includes the time until the agent releases the call for phantom-
abandoned calls. Also available on Generic 3 switches.
This is a cumulative item.
Vector tables
The time caller waited while vector steps were executed, the call was
queued, and ringing, before abandoning. For phantom abandons,
ABNTIME includes the total time until the agent releases the call.
This is a cumulative item.
VDN tables
The time caller waited while vector steps were executed, the call was
queued, and ringing before abandoning. For phantom-abandon calls,
ABNTIME is the total time from entering the VDN until the agent released
the call.
This is a cumulative item.
ABNVECCALLS
2
2
The ABNVECCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of ABNCALLS that abandoned while in vector processing.
This includes vector calls that abandoned while in queue or while ringing
at an agent position. Available on Generic 3 switches with vectoring.
ABNVECCALLS includes ABNQUECALLS and ABNRINGCALLS.
This is a cumulative item.
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ACCEPTABLE
2
2
The ACCEPTABLE appears in the following database tables:
Database tables
Split/skill tables
Number of ACDCALLS answered by an agent within the predefined
acceptable service level (SERVICELEVEL), as defined on the Call
Center Administration: Split/Skill Call Profile window.
This is a cumulative item.
VDN tables
The number of ACDCALLS and CONNECTCALLS that were answered
within the acceptable service level (SERVICELEVEL) as defined on the
Call Center Administration: VDN Call Profile Setup window.
This is a cumulative item.
ACD (index)
2
2
The ACD (index) item appears in the following database tables:
Database tables
Split/skill tables
The ACD number for which data was collected.
This is an administrative item.
Agent tables
The ACD number for which data was collected.
This is a row identifier item.
Trunk group tables
ACD number for which data was collected
This is a row identifier item.
Trunk tables
The ACD number for which data was collected.
This is a row identifier item.
Vector tables
The ACD number for which data was collected.
This is a row identifier item.
VDN tables
The ACD number for which data was collected.
This is a row identifier item.
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2-14
Call work codes tables
The ACD number for which data was collected.
This is a row identifier item.
Agent login/logout tables
The ACD number for which data was collected.
Agent trace tables
The ACD number for which data was collected.
Current day configuration tables
ACD number for which data was collected.
Current day report tables
ACD number for which data was collected.
Call record tables
The ACD number for which data was collected.
Agent exception table
The ACD number for which data was collected.
This is a cumulative item.
Split/skill exception table
The ACD number for which data was collected.
This is a cumulative item.
Trunk group exception table
The ACD number for which data was collected.
This is a cumulative item.
VDN exception table
The ACD number for which data was collected.
This is a cumulative item.
Vector exception table
The ACD number for which data was collected.
This is a cumulative item.
Malicious call trace exception table
The ACD number for which data was collected.
This is a cumulative item.
Data collection exception table
The ACD number for which data was collected.
This is a cumulative item.
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ACD_RELEASE
2
2
The ACD_RELEASE item appears in the following database tables:
Database tables
Agent tables
The number of split/skill ACD calls that the agent released or dropped
before the far end released. Note: The transfers and conferences are
always recorded as agent-released calls. Available for Generic 3
switches.
This is a cumulative item.
ACDAUXOUT-
CALLS
2
2
The ACDAUXOUTCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of AUXOUTCALLS agents in the split/skill made with at least
one split/skill ACD call for this split/skill on hold. For agents in multiple
skills with multiple call handling (Generic 3 Version 3 switch and later),
the call is recorded for the skill of the last ACD call the agent put on hold.
ACDAUXOUTCALLS includes calls made to transfer or conference the
ACD call. Available with Generic 3 switches.
This is a cumulative item.
Agent tables
The number of AUXOUTCALLS the agent made with at least one
split/skill or direct agent ACD call on hold. This includes calls made to
transfer or conference the ACD call. Available on Generic 3 switches.
This is a cumulative item.
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ACDCALLS
2
2
The ACDCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of CALLSOFFERED calls that were answered by an agent in the
split/skill. ACDCALLS = ACDCALLS1 + ACDCALLS2 + ACDCALLS3 +
ACDCALLS4 + ACDCALLS5 + ACDCALLS6 + ACDCALLS7 +
ACDCALLS8 + ACDCALLS9 + ACDCALLS10.
ACDCALLS includes ACCEPTABLE, ACDCALLS1-10, BACKUPCALLS,
CONFERENCE, HIGHCALLS, HOLDCALLS, LOWCALLS, MEDCALLS,
O_ACDCALLS, TOPCALLS, and TRANSFERRED.
This is a cumulative item.
Agent tables
The number of calls that were queued to SPLIT and answered by this
agent in this SPLIT. ACDCALLS includes O_ACDCALLS and
ACD_RELEASE.
This is a cumulative item.
Trunk group tables
The number of INCALLS that were answered by an agent as a split/skill
or direct agent ACD call. ACDCALLS includes BACKUPCALLS.
This is a cumulative item.
Trunk tables
The number of INCALLS that were answered by an agent as a split/skill
or direct agent ACD call.
This is a cumulative item.
Vector tables
The number of split/skill and direct agent ACD calls that were answered
by an agent from "queue to main, "check backup", "messaging split/skill",
"route to" split/skill or direct agent, and "adjunct routing" to a split/skill or
direct agent. ACDCALLS includes BACKUPCALLS.
This is a cumulative item.
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2-17
VDN tables
The number of split/skill and direct agent ACD calls that were answered
by an agent from "queue to main," "check backup," "messaging
split/skill," "route to" split/skill or direct agent, and "adjunct routing" to a
split/skill or direct agent. ACDCALLS includes ACDCALLS1-10,
ACCEPTABLE, ANSCONNCALLS1-10, BACKUPCALLS, and
TRANSFERRED.
This is a cumulative item.
Call work codes tables
Number of times this call work code was entered while an agent was on a
split/skill or direct agent ACD call or in call-related ACW.
This is a cumulative item.
ACDCALLS1-10
2
2
The ACDCALLS1-10 item appears in the following database tables:
Database tables
Split/skill tables
Number of ACDCALLS during the collection interval that were answered
in each of the service level increments PERIOD1 through PERIOD9 (as
defined on the Call Center Administration: Call Profile window).
ACDCALLS10 is the number of calls answered after the last increment
PERIOD9. Note: If call profiles are not set, then the data gets stored into
the first interval (ACDCALLS1).
This is a cumulative item.
ACDONHOLD
(real-time)
2
2
The ACDONHOLD (real-time) item appears in the following database
tables:
Database tables
Agent tables
The number of direct agent and split/skill ACD calls on hold for the agent.
Available on Generic 3 switches.
This is a status item.
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ACDTIME
2
2
The ACDTIME item appears in the following database tables:
Database tables
Split/skill tables
Talk time of all ACDCALLS. ACDTIME includes O_ACDTIME, but does
not include HOLDTIME.
This is a cumulative item.
Agent tables
The talk time of all ACDCALLS. ACDTIME includes O_ACDTIME. It does
not include HOLDTIME.
This is a cumulative item.
VDN tables
The talk time of all ACDCALLS, not including HOLDTIME. ACDTIME
includes SKILLTIME1, SKILLTIME2, and SKILLTIME3.
This is a cumulative item.
Call work codes tables
Talk time of all ACDCALLS (not including HOLDTIME) associated with
this call work code.
This is a cumulative item.
ACTIVECALLS
(real-time)
2
2
The ACTIVECALLS (real-time) item appears in the following database
tables:
Database tables
VDN tables
The switch-generated count of the number of active calls in the VDN.
This includes only incoming trunk calls directly to the VDN. It does not
include internal calls to the VDN, transfers to the VDN, or calls that route
to the VDN or redirect from ringing to the VDN after having been through
another VDN. Available on the Generic 3 Version 4 and later switch and
on the ECS with the vectoring feature.
This is a status item.
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ACWINCALLS
2
2
The ACWINCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of inbound extension calls received by agents while in ACW for
split/skill ACD calls or in ACW.
This is a cumulative item.
Agent tables
The number of inbound extension calls received by the agent while in
ACW. This includes ACW for split/skill and direct agent ACD calls and
ACW not associated with a call.
This is a cumulative item.
ACWINTIME
2
2
The ACWINTIME item appears in the following database tables:
Database tables
Split/skill tables
Talk time of all ACWINCALLS. ACWINTIME does not include hold time
on Generic 3 switches. It does include time spent on calls received while
in ACW not associated with an ACD call.
This is a cumulative item.
Agent tables
Talk time of all ACWINCALLS. ACWINTIME includes DA_ACWINCALLS,
but does not include HOLDTIME.
This is a cumulative item.
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ACWOUTADJ-
CALLS
2
2
The ACWOUTADJCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of ACWOUTCALLS that were placed by an adjunct on behalf of
an agent (keyboard-dialed). If such calls are placed to off-switch
destinations, then they are also counted as ACWOUTOFFCALLS.
Available for outbound calls on Generic 3 switches with the ASAI feature.
This is a cumulative item.
Agent tables
The number of ACWOUTCALLS that were placed by an adjunct on
behalf of an agent (keyboard-dialed). If such calls are placed to off-switch
destinations, then they are also counted as ACWOUTOFFCALLS.
Available on the Generic 3 switch with the ASAI feature.
This is a cumulative item.
ACWOUTCALLS
2
2
The ACWOUTCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of outbound extension calls made by agents or on behalf of
agents while in ACW. This includes ACW for split/skill ACD calls and
ACW not associated with a call. ACWOUTCALLS includes
ACWOUTADJCALLS and ACWOUTOFFCALLS
This is a cumulative item.
Agent tables
The number of outbound extension calls made by the agent or on behalf
of the agent while in ACW. This includes ACW for split/skill ACD calls and
ACW not associated with a call. ACWOUTCALLS includes
ACWOUTADJCALLS, ACWOUTOFFCALLS, and DA_ACWOCALLS.
This is a cumulative item.
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ACWOUTOFF-
CALLS
2
2
The ACWOUTOFFCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of ACWOUTCALLS that were made to a an off-switch
destination-a destination outside the switch. If such calls are placed by an
adjunct on behalf of an agent while in ACW, they are also counted as
ACWOUTADJCALLS. Available for external calls with Generic 3
switches.
This is a cumulative item.
Agent tables
The number of ACWOUTCALLS that were made to an off-switch
destination-a destination outside the switch. If these calls were placed by
an adjunct on behalf of the agent (keyboard-dialed), then they are
counted as ACWOUTADJCALLS. Available for external calls on Generic
3 switches.
This is a cumulative item.
ACWOUTOFF-
TIME
2
2
The ACWOUTOFFTIME item appears in the following database tables:
Database tables
Split/skill tables
Talk time of all ACWOUTOFFCALLS (does not include time on hold).
ACWOUTOFFTIME includes ACWOUTTIME. Available for external calls
with Generic 3 switches.
This is a cumulative item.
Agent tables
The talk time of all ACWOUTOFFCALLS (does not include time on hold).
ACWOUTTIME includes ACWOUTOFFTIME. Available for external calls
on Generic 3 switches.
This is a cumulative item.
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ACWOUTTIME
2
2
The ACWOUTTIME item appears in the following database tables:
Database tables
Split/skill tables
Talk time of all ACWOUTCALLS. ACWOUTTIME does not include hold
time on Generic 3 switches. It does include time spent on calls made
while in ACW not associated with an ACD call and on
ACWOUTADJCALLS and on ACWOUTOFFCALLS.
This is a cumulative item.
Agent tables
The talk time of all ACWOUTCALLS. ACWOUTTIME does not include
HOLDTIME. ACWOUTTIME includes time spent on calls made while in
ACW that was not associated with an ACD call and on
ACWOUTADJCALLS and on ACWOUTOFFCALLS. For Generic 3
switches, ACWOUTTIME does not include time ACWOUTCALLS spent
on hold. It does include time spent on calls made while in ACW not
associated with an ACD call.
This is a cumulative item.
ACWTIME
2
2
The ACWTIME item appears in the following database tables:
Database tables
Split/skill tables
Duration of all after call work associated with ACDCALLS. Note:
ACWTIME does not include time spent in ACW not associated with an
ACD call (that is, the agent pressed the ACW button while not on an ACD
call). However, both ACWINTIME and ACWOUTTIME do include time
spent on calls made or received while in ACW not associated with an
ACD call. Therefore, the sum of ACWINTIME and ACWOUTTIME may
be greater than ACWTIME. ACWTIME includes ACWINTIME,
ACWOUTTIME, and O_ACWTIME.
This is a cumulative item.
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2-23
Agent tables
The duration of all after call work associated with ACDCALLS, including
ACWINTIME and ACWOUTCALLS received/made during call-associated
ACW. Note: ACWTIME does not include the time spent in ACW not
associated with an ACD call (that is, the agent pressed the ACW button
while not on an ACD call). However, both ACWINTIME and
ACWOUTTIME do include time spent on calls made or received while in
ACW not associated with an ACD call. Therefore, the sum of
ACWINTIME and ACWOUTIME may be greater than ACWTIME.
ACWTIME includes ACWINTIME, ACWOUTTIME, DA_ACWTIME, and
O_ACWTIME.
This is a cumulative item.
VDN tables
The time that agents spent in ACW associated with ACDCALLS.
ACWTIME includes SKILLACWTIME1-3.
This is a cumulative item.
Call work codes tables
Time that the agent spent in ACW for ACDCALLS that were associated
with this call work code.
This is a cumulative item.
Call record tables
The time spent, in seconds, in ACW associated with this call by the
answering agent in this segment.
ADJATTEMPTS
2
2
The ADJATTEMPTS item appears in the following database tables:
Database tables
Vector tables
The number of adjunct routing attempts for calls in this VECTOR.
Available on the ECS and Generic 3 switches with the ASAI feature.
ADJATTEMPTS includes ADJROUTED.
This is a cumulative item.
VDN tables
The number of adjunct-routing attempts for calls in this VDN.
ADJATTEMPTS includes ADJROUTED. Available on the ECS and
Generic 3 switches with the ASAI gateway.
This is a cumulative item.
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2-24
ADJROUTED
2
2
The ADJROUTED item appears in the following database tables:
Database tables
Vector tables
The number of adjunct-routing calls that were redirected by an adjunct
processor or host computer. Available on the ECS and Generic 3
switches with vectoring and the ASAI feature.
This is a cumulative item.
VDN tables
The number of adjunct routing calls that were redirected by an adjunct
processor or host computer. Available on the ECS and Generic 3
switches with vectoring and the ASAI feature.
This is a cumulative item.
ADJUNCTOUT
(real-time)
2
2
The ADJUNCTOUT (real-time) item appears in the following database
tables:
Database tables
Trunk group tables
The current number of OUTBOUND calls an adjunct processor
originated. Available on Generic 3 switches with the ASAI gateway.
This is a status item.
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AGINRING
(real-time)
2
2
The AGINRING (real-time) item appears in the following database tables:
Database tables
Split/skill tables
Current number of POSITIONS at which split/skill or direct agent calls are
ringing (for example, ACD call ringing for this split/skill and are not doing
anything else). Note: When an agent makes or answers a personal call
while an ACD call is ringing, that position is no longer counted in
AGINRING (because the agent is then on an AUXIN/OUT call). Agents
talking on ACD calls who receive a forced MCH call (Generic 3 Version 4
switches only) are not counted in AGINRING (they are counted in
ONACD). Available on Generic 3 switches for ring tracking.
This is a status item.
AGOCC
2
2
The AGOCC item appears in the following database tables:
Database tables
Current day report tables
Objective maximum percentage of time that an agent will be on ACD calls
(agent occupancy).
AGSTATE
(real-time)
2
2
The AGSTATE (real-time) item appears in the following database tables:
Database tables
Agent tables
The agent’s current WORKMODE and call DIRECTION, for example,
AUXOUT.
This is a status item.
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2-26
AGT_RELEASED
2
2
The AGT_RELEASED item appears in the following database tables:
Database tables
Agent trace tables
Agent released or dropped the split/skill or direct agent ACD call. This is
always true for ACD calls the agent transferred or conferenced. Available
on Generic 3 and newer switches.
Call record tables
Agent released or dropped the split/skill or direct agent ACD call. This is
always true for ACD calls the agent transferred or conferenced. (0=NO,
1=YES). Available on Generic 3 and newer switches.
AGDURATION
(real-time)
2
2
The AGTIME (real-time) item appears in the following database tables:
Database tables
Agent tables
The elapsed time since the last agent WORKMODE and/or DIRECTION
change for any split/skill. For example, if the agent goes from AUX to
AUXOUT to AUX, AGTIME resets for each DIRECTION change.
This is a status item.
AGTIME
(real-time)
2
2
The AGTIME (real-time) item appears in the following database tables:
Database tables
Agent tables
The elapsed time since the last agent WORKMODE change for any
split/skill. This item is not reset if the DIRECTION changes, but
WORKMODE remains the same. For example, if the agent goes from
AUX to AUXOUT to AUX, AGTIME continues without resetting.
This is a status item.
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ALLINUSE
(real-time)
2
2
The ALLINUSE (real-time) item appears in the following database tables:
Database tables
Trunk group tables
Current use status of all trunks in the trunk group (on calls or
maintenance busy). Values for ALLINUSE are YES and NO
This is a status item.
ALLINUSETIME
2
2
The ALLINUSETIME item appears in the following database tables:
Database tables
Trunk group tables
The length of time during the interval that all trunks in the trunk group are
in use (on calls or maintenance busy).
This is a cumulative item.
ANI_SID
2
2
The ANI_SID item appears in the following database tables:
Database tables
Malicious call trace exception table
Billing number or phone number from which the malicious call originated
(available only if the switch has ANI/SID service).
This is a cumulative item.
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ANSCONN-
CALLS1-10
2
2
The ANSCONNCALLS1-10 item appears in the following database
tables:
Database tables
VDN tables
The number of times that callers were answered (ACDCALLS) and
connected (CONNECTCALLS) during each of the service level
increments PERIOD1 through PERIOD9 as defined in the Call Center
Administration: VDN Call Profile Setup window. ANSCONNCALLS10
counts calls answered or connected after PERIOD9.
Answered/connected calls include split/skill and direct agent ACD calls
and extension calls by a "route to" or "adjunct routing" vector command.
This is a cumulative item.
ANSHOLDTIME
2
2
The ANSHOLDTIME item appears in the following database tables:
Database tables
Call record tables
The total time, in seconds, the call was put on hold by the answering
agent in this call segment. In agent-to-agent calls, ANSHOLDTIME is
accrued for the answering agent if the agent puts the call on hold, but not
for the other agent (who continues to accrue talk time). For Generic 3
switches, and DEFINITY ECS Release 5, hold time is accrued for any
type of call.
ANSLOCID
2
2
The ANSLOCID item appears in the following database tables:
Database tables
Call record tables
The location ID associated with the EXTENSION at which the answering
agent logged in.
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ANSLOGIN
2
2
The ANSLOGIN item appears in the following database tables:
Database tables
Call record tables
Login ID of the agent who answered the call in this segment. This field is
blank for unmeasured extensions when EAS is not active.
ANSREASON
2
2
The ANSREASON item appears in the following database tables:
Database tables
Call record tables
The reason code (0 through 9) associated with the answering agent’s
mode, if the agent is in the AUX mode. For agents in AUX on switches
with releases prior to the ECS or switches that do not have EAS and
reason codes active, ANSREASON is always 0.
ANSRINGTIME
2
2
The ANSRINGTIME item appears in the following database tables:
Database tables
Agent tables
The time split/skill and direct agent ACD calls spent ringing at the agent’s
voice terminal before being answered. Available for ring-tracking on
Generic 3 switches.
This is a cumulative item.
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ANSTIME
2
2
The ANSTIME item appears in the following database tables:
Database tables
Split/skill tables
Time spent by callers in queue or ringing before being answered by an
agent.
This is a cumulative item.
Vector tables
The time that split/skill and direct agent ACD calls waited while executing
steps in this vector, queuing, and ringing before being answered by an
agent. ANSTIME includes RINGTIME.
This is a cumulative item.
VDN tables
The time split/skill and direct agent ACD calls spent waiting to be
answered in vector processing, in queue, and while ringing. ANSTIME
includes RINGTIME.
This is a cumulative item.
ASA (real-time)
2
2
The ASA (real-time) item appears in the following database tables:
Database tables
Split/skill tables
The switch-provided rolling average speed of answer for this split/skill.
This value is sent to CentreVu CMS whenever it changes on the switch
(for example, when a call is answered). EWT and ASA should not be
expected to match. ASA gives a historical perspective, while EWT
changes constantly to match current conditions such as queue length
and staffing changes. Available with Generic 3 Version 4 switches for
vectoring feature enhancements.
This is a status item.
VDN tables
The switch-provided rolling average speed of answer for this VDN. This
value is sent to CMS whenever it changes on the switch when a call is
answered. Available on Generic 3 Version 4 switches and on the ECS
with vectoring.
This is a status item.
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2-31
ASSIST (real-
time)
2
2
The ASSIST item appears in the following database tables:
Database tables
Agent tables
This is a real-time item.
A request for supervisor assistance is active for this agent for any
split/skill. Values for ASSIST are 0= NO, 1 = YES.
This is a status item.
Call record tables
Whether or not the answering agent in this segment requested
supervisor assistance on this call. Valid values for ASSIST are 0=NO,
1=YES.
ASSIST_ACTV
2
2
The ASSIST_ACTV item appears in the following database tables:
Database tables
Agent trace tables
Agent requested supervisor assistance (pressed the ASSIST button).
ASSISTS
2
2
The ASSISTS item appears in the following database tables:
Database tables
Split/skill tables
The number of times the supervisor was called (supervisor assists) by
agents on split/skill calls, direct agent ACD calls, or in call-related ACW
for this split/skill.
This is a cumulative item.
Agent tables
The number of times the supervisor was called (supervisor assists) by
agents on a split/skill direct agent ACD calls, or in call- related ACW for
this split/skill.
This is a cumulative item.
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ATAGENT
(real-time)
2
2
The ATAGENT (real-time) item appears in the following database tables:
Database tables
VDN tables
The current number of INPROGRESS calls (ACD and non-ACD) that
have been answered by an agent or connected to a station.
This is a status item.
AUDIO
2
2
The AUDIO item appears in the following database tables:
Database tables
Trunk group tables
The number of calls for which audio difficulty problems were reported for
a trunk or for trunks in this trunk group. Available on Generic 3 switches.
This is a cumulative item.
Trunk tables
The number of calls for which audio difficulty problems were reported for
this trunk. Available on Generic 3 switches.
This is a cumulative item.
Call record tables
Whether or not an agent in this segment reported an audio difficulty
problem. Valid values for AUDIO are 0=NO, 1=YES.
AUXINCALLS
2
2
The AUXINCALLS item appears in the following database tables:
Database tables
Split/skill tables
The number of inbound extension calls received by agents while in AUX
(auxiliary work), AVAILABLE, or, for Generic 3 switches, with an ACD or
AUXIN/AUXOUT call on hold. AUXINCALLS are recorded in the SPLIT
that is OLDEST_LOGON for agents in multiple splits/skills.
This is a cumulative item.
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Agent tables
The number of inbound extension calls received by agents while in AUX
(auxiliary work), AVAILABLE, or for Generic 3 switches, with an ACD or
AUXIN/AUXOUT call on hold.
This is a cumulative item.
AUXINTIME
2
2
The AUXINTIME item appears in the following database tables:
Database tables
Split/skill tables
The talk time of all AUXINCALLS (does not include hold time on Generic
3 switches).
This is a cumulative item.
Agent tables
The talk time of all AUXINCALLS.
This is a cumulative item.
AUXOUTADJ-
CALLS
2
2
The AUXOUTADJCALLS item appears in the following database tables:
Database tables
Split/skill tables
The number of AUXOUTCALLS that were placed by an adjunct on behalf
of an agent (keyboard-dialed). If such calls are placed to off-switch
destinations, then they are also counted as AUXOUTOFFCALLS.
Available for outbound calls on Generic 3 switches with the ASAI feature.
This is a cumulative item.
Agent tables
The number of AUXOUTCALLS that were placed by an adjunct on behalf
of an agent (keyboard dialed). If such calls are placed to off-switch
destinations, then they are also counted as AUXOUTOFFCALLS.
Available for outbound calls on Generic 3 switches with the ASAI feature.
This is a cumulative item.
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AUXOUTCALLS
2
2
The AUXOUTCALLS item appears in the following database tables:
Database tables
Split/skill tables
The number of outbound extension calls made by agents while in AUX
(auxiliary work), AVAILABLE, or for Generic 3 switches with an ACD or
AUXIN/AUXOUT call on hold. AUXOUTCALLS are recorded for the
SPLIT which is the OLDEST_LOGON, unless the agent made the call
with an ACD call on hold. In this case, they are recorded for the split/skill
of the ACD call. AUXOUTCALLS includes ACDAUXOUTCALLS,
AUXOUTADJCALLS, and AUXOUTOFFCALLS.
This is a cumulative item.
Agent tables
The number of outbound extension calls that were made by the agent or
on behalf of the agent while in AUX (auxiliary work), AVAILABLE, or for
Generic 3 switches with an ACD or AUXIN/AUXOUT call on hold. NOTE:
Calls the agent makes to transfer or conference an ACD call are included
as AUXOUT calls. AUXOUTCALLS includes AUXOUTADJCALLS,
AUXOUTOFFCALLS, and ACDAUXOUTCALLS.
This is a cumulative item.
AUXOUTOFF-
CALLS
2
2
The AUXOUTOFFCALLS item appears in the following database tables:
Database tables
Split/skill tables
The number of AUXOUTCALLS that were made to a destination outside
the switch. If such calls are placed by an adjunct on behalf of an agent,
they are also counted as AUXOUTADJCALLS. Available for external
calls with Generic 3 switches.
This is a cumulative item.
Agent tables
The number of AUXOUTCALLS that were made to a destination outside
the switch. If such calls were placed by an adjunct on behalf of the agent
(keyboard-dialed), then they are also counted as AUXOUTADJCALLS.
Available for external calls on Generic 3 switches.
This is a cumulative item.
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AUXOUTOFF-
TIME
2
2
The AUXOUTOFFTIME item appears in the following database tables:
Database tables
Split/skill tables
The talk time of all AUXOUTOFFCALLS (does not include
AUXOUTOFFCALLS spent on hold). AUXOUTOFFTIME is included in
AUXOUTTIME. Available for external calls on Generic 3 switches.
This is a cumulative item.
Agent tables
The talk time of all AUXOUTOFFCALLS (does not include HOLDTIME).
This time is included in AUXOUTTIME. Available for external calls on
Generic 3 switches.
This is a cumulative item.
AUXOUTTIME
2
2
The AUXOUTTIME item appears in the following database tables:
Database tables
Split/skill tables
Talk time of all AUXOUTCALLS. AUXOUTTIME does not include time
spent on hold on Generic 3 switches. AUXOUTTIME includes
AUXOUTOFFTIME.
This is a cumulative item.
Agent tables
The talk time of all AUXOUTCALLS. AUXOUTTIME includes
AUXOUTOFFTIME, AUXOUTOFFCALLS, and AUXADJCALLS.
This is a cumulative item.
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AUXREASON
(real-time)
2
2
The AUXREASON item appears in the following database tables:
Database tables
Agent tables
The reason code associated with the agent’s current state. This is blank if
the agent is not in the AUX state. For agents in AUX on switch releases
that are earlier than the ECS or that do not have EAS and reason codes
active, this will be 0 (zero).
This is a status item.
Agent trace tables
Reason code associated with the agent’s state. This is blank if the agent
is not in the AUX state. For agents in AUX on switch releases that are
earlier than the ECS or that do not have EAS and reason codes active,
this will be 0 (zero).
AVAILABLE
(real-time)
2
2
The AVAILABLE (real-time) item appears in the following database
tables:
Database tables
Split/skill tables
Current Number of POSITIONS that are available in this split/skill.
This is a status item.
AVGAGSERV
2
2
The AVGAGSERV item appears in the following database tables:
Database tables
Current day report tables
Objective average number of seconds for an agent to service a call.
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AVGSPEEDANS
2
2
The AVGSPEEDANS item appears in the following database tables:
Database tables
Current day report tables
Objective average speed of answer in seconds for this type of call.
AWORKMODE
(real-time)
2
2
The AWORKMODE item appears in the following database tables:
Database tables
Agent tables
The current work mode for the agent. This item is identical to
WORKMODE, except when the agent is available in some, but not all,
splits/skills. In this case, AWORKMODE is only set to AVAIL if the agent
is available in SPLIT. Otherwise, AWORKMODE is set to OTHER.
This is a status item.
BACKUPCALLS
2
2
The BACKUPCALLS item appears in the following database tables:
Database tables
Split/skill tables
The number of ACDCALLS that were delivered to and answered by this
split/skill by a vector command other than "queue to main" and the
number of ACDCALLS that were delivered to a split/skill by a “queue to”
vector command answered by an agent that has neither reserve1 or
reserve2 skill levels assigned for that skill. This allows tracking of calls
answered by agents with a reserve1 or reserve2 skill level assigned for a
particular skill. This includes calls delivered by messaging split/skill,
check backup, route to split/skill, and redirect on no answer vector
routing. Calls that are redirected back to the split/skill from ringing by the
redirect on no answer feature that are subsequently answered by an
agent in the split/skill are also counted as backup calls. Available on
Generic 3 switches with the Vectoring feature. Note: The Redirect on No
Answer VDN routing feature is also available on the DEFINITY ECS.
This is a cumulative item.
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Trunk group tables
The number of ACDCALLS that were delivered to and answered by this
split/skill by a vector command other than "queue to main" and the
number of ACDCALLS that were delivered to a split/skill by a “queue to”
vector command answered by an agent that has neither reserve1 or
reserve2 skill levels assigned for that skill. This allows tracking of calls
answered by agents with a reserve1 or reserve2 skill level assigned for a
particular skill. This includes calls delivered by "messaging split/skill",
"check backup", and "route to split/skill" vector commands, direct agent
calls, and redirect on no answer routing. Calls answered in a main
split/skill can be calculated as ACDCALLS - BACKUPCALLS. Available
on Generic 3 switches with vectoring. NOTE: The Redirect on No Answer
to VDN routing feature is available on the DEFINITY ECS.
This is a cumulative item.
Vector tables
The number of ACDCALLS that were delivered to and answered by this
split/skill by a vector command other than "queue to main" and the
number of ACDCALLS that were delivered to a split/skill by a “queue to”
vector command answered by an agent that has neither reserve1 or
reserve2 skill levels assigned for that skill. This allows tracking of calls
answered by agents with a reserve1 or reserve2 skill level assigned for a
particular skill. Calls answered in a main split/skill (MAINCALLS) can then
be calculated as ACDCALLS - BACKUPCALLS However, MAINCALLS
does not include direct agent calls. BACKUPCALLS includes "messaging
split/skill" calls, "check backup" calls, and calls that route to a split/skill or
direct agent, either by the "route to" vector command or by adjunct
routing. Calls that are redirected back to the split/skill using the
redirection on no answer feature and are subsequently answered are
also counted as BACKUPCALLS. NOTE: The Redirect to No Answer to
VDN routing feature is available on the DEFINITY ECS. Available on
Generic 3 switches and on the ECS with the vectoring feature.
This is a cumulative item.
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VDN tables
The number of ACDCALLS that were delivered to and answered by this
split/skill by a vector command other than "queue to main" and the
number of ACDCALLS that were delivered to a split/skill by a “queue to”
vector command answered by an agent that has neither reserve1 or
reserve2 skill levels assigned for that skill. This allows tracking of calls
answered by agents with a reserve1 or reserve2 skill level assigned for a
particular skill. Calls answered in the main split/skill can then be
calculated as ACDCALLS - BACKUPCALLS. However, this calculation
does not include direct agent calls. BACKUPCALLS includes "messaging
split/skill" calls, "check backup" calls, and calls that route to a split/skill or
direct agent, either by the "route to" vector command or by adjunct
routing. Calls that are redirected back to the split/skill using the
Redirection on No Answer feature and then answered are also counted
as BACKUPCALLS. NOTE: The Redirect on No Answer to VDN routing
feature is available on the DEFINITY ECS. Available on Generic 3
switches and the ECS with the vectoring feature.
This is a cumulative item.
BH_ABNCALLS
(daily only)
2
2
The BH_ABNCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of incoming calls carried by the trunk group that abandoned
during the busy hour.
This is a busy hour item.
VDN tables
The number of INCALLS that were abandoned by callers during the busy
hour.
This is a busy hour item.
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BH_ACDCALLS
2
2
The BH_ACDCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of incoming calls carried by this trunk group during the busy
hour that were answered by an agent as split/skill or direct agent ACD
calls.
This is a busy hour item.
VDN tables
The number of ACDCALLS that were completed during the busy hour.
This is a busy hour item.
BH_ACDTIME
2
2
The BH_ACDTIME item appears in the following database tables:
Database tables
VDN tables
The talk time of ACDCALLS that were completed during the busy hour.
This is a busy hour item.
BH_ALLINUSE-
TIME
2
2
The BH_ALLINUSETIME item appears in the following database tables:
Database tables
Trunk group tables
The length of time during the busy hour that all trunks in the trunk group
were in use.
This is a busy hour item.
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BH_BUSYCALLS
2
2
The BH_BUSYCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of incoming calls carried by the trunk group during the busy
hour that were given a busy signal by the switch.
This is a busy hour item.
VDN tables
The number of INCALLS that were given a busy signal by the switch
during the busy hour.
This is a busy hour item.
BH_DISCCALLS
2
2
The BH_DISCCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of incoming calls carried by the trunk group during the busy
hour that were forced to disconnect by the switch.
This is a busy hour item.
VDN tables
The number of INCALLS that were disconnected by the switch during the
busy hour.
This is a busy hour item.
BH_INCALLS
2
2
The BH_INCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of incoming calls carried by this trunk group that completed
during the busy hour. BH_INCALLS includes BH_ABNCALLS,
BH_ACDCALLS, and BH_OTHERCALLS.
This is a busy hour item.
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BH_INTIME
2
2
The BH_INTIME item appears in the following database tables:
Database tables
Trunk group tables
The trunk holding time of all incoming calls carried by this trunk group
that completed during the busy hour.
This is a busy hour item.
BH_OABN-
CALLS
2
2
The BH_OABNCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of outgoing adjunct-originated calls carried by the trunk
group that abandoned during the busy hour. Available on Generic 3
switches with the ASAI feature.
This is a busy hour item.
BH_OACD-
CALLS
2
2
The BH_OACDCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of outgoing adjunct-originated ACD calls carried by the trunk
group and answered by an agent as split/skill or direct agent ACD calls
that completed during the busy hour. Available on Generic 3 switches
with the ASAI feature.
This is a busy hour item.
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BH_OOTHER-
CALLS
2
2
The BH_OOTHERCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of outgoing calls carried by the trunk group during the busy
hour that were not answered or abandoned as ACD calls.
BH_OOTHERCALLS include extension out calls, outbound call
management calls forced busy or forced disconnect, short outgoing calls,
and outgoing calls with unknown disposition.
This is a busy hour item.
BH_OTHER-
CALLS
2
2
The BH_OTHERCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of incoming calls carried by the trunk group during the busy
hour that were not answered or abandoned. BH_OTHERCALLS include
extension in calls, calls forced busy or disconnected, calls that outflowed
off the switch, short inbound calls, and inbound calls of unknown
disposition. BH_OTHERCALLS includes BH_BUSYCALLS and
BH_DISCCALLS.
This is a busy hour item.
VDN tables
The number of OTHERCALLS that completed during the busy hour.
BH_OTHERCALLS includes extension-in calls, calls forced busy or
disconnected, calls that outflowed off the switch, short inbound calls, and
inbound calls of unknown disposition.
This is a busy hour item.
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BH_OUTCALLS
2
2
The BH_OUTCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of outgoing calls carried by the trunk group that completed
during the busy hour. BH_OUTCALLS includes BH_OABNCALLS,
BH_OACDCALLS, and BH_OOTHERCALLS.
This is a busy hour item.
BH_OUTTIME
2
2
The BH_OUTTIME item appears in the following database tables:
Database tables
Trunk group tables
The trunk holding time of all outgoing calls carried by the trunk group that
completed during the busy hour.
This is a busy hour item.
BH_STARTTIME
2
2
The BH_STARTTIME item appears in the following database tables:
Database tables
Trunk group tables
The starting time of the hour for which busy hour data was collected. The
busy hour is that set of contiguous intervals during the day totaling an
hour in which the trunk holding time for the trunk group was a maximum.
This is a busy hour item.
VDN tables
The starting time of the hour for which busy hour data was collected. The
busy hour is that set of contiguous intervals comprising a total of one
hour in which the number of INCALLS to the VDN was a maximum.
This is a busy hour item.
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BH_VDNCALLS
2
2
The BH_VDNCALLS item appears in the following database tables:
Database tables
VDN tables
The number of INCALLS to the VDN that completed during the busy
hour. BH_VDNCALLS includes answered calls that completed during the
busy hour, calls that abandoned, were forced busy, forced disconnected
or outflowed from the VDN during the busy hour.
This is a busy hour item.
BLOCKAGE
2
2
The BLOCKAGE item appears in the following database tables:
Database tables
Trunk group tables
The number of outbound call attempts that were blocked because all
trunks were busy.
This is a cumulative item.
BSRPLAN
2
2
The BSRPLAN item appears in the following database tables:
Database tables
VDN tables
Information for the specified Best Service Routing (BSR) plan. Available
on the R6 and later ECS.
This is an administrative item.
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BUSYCALLS
2
2
The BUSYCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of CALLSOFFERED calls that were given a busy signal by the
switch. This happens when a "busy" vector command is executed while
the call is queued to this split/skill (and this is the primary split/skill the call
is queued to) or if a call queued to this split/skill forwards to another
split/skill whose queue is full. On Generic 3 and later switches, a busy is
given because a non- vector controlled split has a full queue, no queue
and no available agents, or no agents that are staffed.
This is a cumulative item.
Trunk tables
The number of INCALLS that were given a busy signal by the switch.
This can occur on all switches via the "busy’’ vector command. On
Generic 3 switches without vectoring, BUSYCALLS can occur if a call is
routed to a split/skill with coverage set to "yes" where there are no agents
available, the queue is full (or there is no queue), there is no coverage,
and an announcement has played or the trunk is not a CO trunk. Also on
Generic 3 switches, BUSYCALLS can occur if a call is routed to a direct
agent with coverage set to "yes", the agent is not logged in and there is
no coverage path administered and an announcement has played or the
trunk is not a CO trunk. BUSYCALLS can occur on Generic 3 switches
without vectoring when a split queue is full or there are no queue slots, no
busy coverage is administered and an announcement has played or the
trunk is not a CO trunk.
This is a cumulative item.
Vector tables
The number of INCALLS that were given a busy signal by the switch.
This can occur on all switches when the "busy’’ vector command is
executed. On Generic 3 switches, BUSYCALLS can occur if a call is
routed to a split with coverage set to "yes" where there are no agents
available, the queue is full (or there is no queue), there is no coverage,
and an announcement has played or the trunk is not a CO trunk. Also on
Generic 3 switches, BUSYCALLS can occur if a call is routed to a direct
agent with coverage set to "yes", the agent is not logged in and there is
no coverage path administered and an announcement has played or the
trunk is not a CO trunk.
This is a cumulative item.
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VDN tables
The number of INCALLS that were given a busy signal by the switch.
This can occur on all switches via the "busy’’ vector command. On
Generic 3 switches and the ECS, BUSYCALLS can occur if a call is
routed to a split/skill with coverage set to "yes" where there are no agents
available, the queue is full (or there is no queue), there is no coverage,
and an announcement has played or the trunk is not a CO trunk. Also on
Generic 3 switches and the ECS, BUSYCALLS can occur if a call is
routed to a direct agent with coverage set to "yes", the agent is not
logged in and there is no coverage path administered, an announcement
has played, or the trunk is not a CO trunk.
This is a cumulative item.
BUSYTIME
2
2
The BUSYTIME item appears in the following database tables:
Database tables
Split/skill tables
Time callers waited in queue until hearing a busy tone for all
BUSYCALLS.
This is a cumulative item.
Vector tables
The time callers waited in queue until hearing a busy tone for all
BUSYCALLS.
This is a cumulative item.
VDN tables
Duration of all BUSYCALLS (until the trunk goes idle).
This is a cumulative item.
CALLER_HOLD
2
2
The CALLER_HOLD item appears in the following database tables:
Database tables
Agent trace tables
Agent put the current call on hold. For Generic 3 switches,
CALLER_HOLD applies to all calls the agent put on hold.
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CALLID
2
2
The CALLID item appears in the following database tables:
Database tables
Call record tables
A unique number assigned to this call and all its call segments. For
conferenced/transferred calls, two (or more) calls are tied together. When
the entire call is recorded, one call ID is used to tie together all call
segments. In "meet-me" conferences, this may result in a "later" segment
of the call starting earlier than the first segment. Call IDs are not
necessarily strictly sequential, but will be unique for calls over a day.
CALLING_II
2
2
The CALLING_II item appears in the following database tables:
Database tables
Agent trace tables
Information Indicator (II) digits associated with the call. These digits
supply information about the originator location, for example, pay phone,
hospital, or prison. Available on the ECS and newer switches.
Call record tables
Information Indicator (II) digits associated with the call. These digits are a
two-digit string provided by ISDN PRI to indicate the type of originating
line of the caller. These digits supply information about the originator
location, for example, pay phone, hospital, or prison. The column is blank
if the call does not contain II digits. Available on the ECS and newer
switches.
CALLING_LOGID
(real-time)
2
The CALLING_LOGID item appears in the following database tables:
Database tables
2
Trunk tables
The Login ID of the agent originating the current call on this trunk. This is
NULL when the trunk idles.
This is a status item.
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CALLING_PTY
2
2
The CALLING_PTY item appears in the following database tables:
Database tables
Agent trace tables
Calling party identification, which is the ANI/SID (for Generic 3 Version 4
and later switches with ISDN ANI delivery), extension or trunk equipment
location identifying the originator of the call. The field is blank if the trunk
is not measured or, for internal calls, if the originating extension is not
measured.
Call record tables
Calling party identification, which is the Automatic Number Identification
(ANI)/Station Identification (SID) (for Generic 3 Version 4 and newer
switches with ISDN ANI delivery), extension or trunk equipment location
identifying the originator of the call. This field is blank if the trunk is not
measured or, for internal calls, if the originating extension is not
measured. (Up to 12 digits in this field.)
CALLSOFFERED
2
2
The CALLSOFFERED item appears in the following database tables:
Database tables
Split/skill tables
Number of calls that queued to the split/skill and that completed during
the interval. This does not include calls on the Generic 3 switch that could
not queue to the split/skill because the queue was full or there was no
queue. CALLSOFFERED = ACDCALLS + ABNCALLS + BUSYCALLS +
DISCCALLS + OUTFLOWCALLS + DEQUECALLS CALLSOFFERED
includes ABNCALLS, RINGCALLS, OTHERCALLS, and
INFLOWCALLS.
This is a cumulative item.
CHANGE
2
2
The CHANGE item appears in the following database tables:
Database tables
Current day configuration tables
Additional change factor (percent).
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2-50
CHANGED (real-
time)
2
2
The CHANGED (real-time) item appears in the following database tables:
Database tables
Agent tables
Time of day that new agent activity started (for example, when
WORKMODE or DIRECTION changed). Valid values are blank and time-
of-day.
This is a status item.
CHPROF
2
2
The CHPROF item appears in the following database tables:
Database tables
Current day configuration tables
Number of the call handling profile to use.
COMPLETED
2
2
The COMPLETED item appears in the following database tables:
Database tables
Trunk group tables
The number of OUTCALLS that were completed (far end answered).
Available on Generic 3 switches.
This is a cumulative item.
CONFERENCE
2
2
The CONFERENCE item appears in the following database tables:
Database tables
Split/skill tables
Number of ACDCALLS that were conferenced at least once. Available on
Generic 3 switches.
This is a cumulative item.
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Database Items
2-51
Agent tables
The number of times the agent completed a conference, that is, pushed
the conference key a second time). Available on Generic 3 switches.
This is a cumulative item.
Agent trace tables
Agent activated a conference. Available on Generic 3 switches.
Call record tables
Whether or not the answering agent initiated a conference on this
segment. Valid values for CONFERENCE are 0=NO, 1=YES. Available
on the ECS and Generic 3 switches.
CONNECT-
CALLS
2
2
The CONNECTCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of INCALLS that were answered at a station and were not
split/skill or direct agent ACD calls.
This is a cumulative item.
VDN tables
Number of non-ACD INCALLS that were delivered to a station extension
(other than a VDN or direct agent login ID) by a "route to" or "adjunct
routing" vector command and did not abandon. CONNECTCALLS
includes ANSCONNCALLS1-10.
This is a cumulative item.
CONNECTTIME
2
2
The CONNECTTIME item appears in the following database tables:
Database tables
VDN tables
For Generic 3 and newer switches, CONNECTTIME is the time
CONNECTCALLS waited before being answered.
This is a cumulative item.
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Database Items
2-52
CONNTALKTIME
2
2
The CONNTALKTIME item appears in the following database tables:
Database tables
VDN tables
Talk time for all CONNECTCALLS, not including HOLDTIME.
This is a cumulative item.
CONSULTTIME
2
2
The CONSULTTIME item appears in the following database tables:
Database tables
Call record tables
The time an agent talked on any outbound call while in AUX work, ACW,
or in OTHER with a call on hold. This includes the time the originating
agent spent talking to the destination party while establishing a
conference or transferring a call. (This is the time between presses of the
transfer or conference button.) It includes wait time if the agent is calling
a Vector Directory Number (VDN) or split/skill extension, but the wait time
can be subtracted out by subtracting the DISPTIME item from
CONSULTTIME.
CWC (index)
2
2
The CWC (index) item appears in the following database tables:
Database tables
Call work codes tables
Call work code for which data was collected.
This is a row identifier item.
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2-53
DA_ABNCALLS
2
2
The DA_ABNCALLS item appears in the following database tables:
Database tables
Agent tables
The number of direct agent ACD calls that were abandoned by callers
while in queue or ringing the agent’s voice terminal. Includes calls
considered abandoned because their talk time was less than the
phantom abandon call timer. Requires a Generic 3 switch with the ASAI
or EAS feature for direct agent calling.
This is a cumulative item.
DA_ABNTIME
2
2
The DA_ABNTIME item appears in the following database tables:
Database tables
Agent tables
The time DA_ABNCALLS were waiting in queue or ringing before being
abandoned. Includes the time until the agent releases the call for
phantom abandoned calls. Requires a Generic 3 switch with the ASAI or
EAS feature for direct agent calling.
This is a cumulative item.
DA_ACDCALLS
2
2
The DA_ACDCALLS item appears in the following database tables:
Database tables
Agent tables
The number of direct agent ACD calls that the agent answered. Requires
a Generic 3 switch with the ASAI or EAS feature for direct agent calling.
DA_ACDCALLS includes DA_RELEASE.
This is a cumulative item.
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DA_ACDTIME
2
2
The DA_ACDTIME item appears in the following database tables:
Database tables
Agent tables
The talk time of all DA_ACDCALLS (does not include HOLDTIME).
Requires a Generic 3 switch with the ASAI or EAS feature for direct agent
calling.
This is a cumulative item.
DA_ACWIN-
CALLS
2
2
The DA_ACWINCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of inbound extension calls agents answered while in after call
work mode for direct agent ACD calls that were queued through this
split/skill. Requires a Generic 3 switch with the ASAI or EAS feature for
direct agent calling.
This is a cumulative item.
Agent tables
The number of inbound extension calls answered by the agent while in
ACW for direct agent ACD calls. Requires a Generic 3 switch with the
ASAI or EAS feature for direct agent calling.
This is a cumulative item.
DA_ACWINTIME
2
2
The DA_ACWINTIME item appears in the following database tables:
Database tables
Split/skill tables
Talk time of inbound extension calls agents answered while in the after
call work mode for direct agent ACD calls queued through this split/skill.
Requires a Generic 3 switch with the ASAI or EAS feature for direct agent
calling.
This is a cumulative item.
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Agent tables
The talk time of all DA_ACWINCALLS (does not include HOLDTIME).
Requires a Generic 3 switch with the ASAI or EAS feature for direct agent
calling.
This is a cumulative item.
DA_ACWOADJ-
CALLS
2
2
The DA_ACWOADJCALLS item appears in the following database
tables:
Database tables
Agent tables
The number of DA_ACWOCALLS that were placed by an ASAI adjunct
on behalf of the agent (keyboard-dialed). If these calls were placed to off-
switch destinations, they are also counted as DA_ACWOOFFCALLS.
Available on Generic 3 switches with ASAI.
This is a cumulative item.
DA_ACWO-
CALLS
2
2
The DA_ACWOCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of outbound extension calls agents made while in the after call
work mode for direct agent call ACD calls queued through this split/skill.
Requires a Generic 3 switch with the ASAI or EAS feature for direct agent
calling.
This is a cumulative item.
Agent tables
The number of outbound extension calls agents made while in ACW for
direct agent ACD calls queued through this split/skill. Requires a Generic
3 switch with the ASAI or EAS feature for direct agent calling.
DA_ACWOCALLS includes DA_ACWOADJCALLS and
DA_ACWOOFFCALLS.
This is a cumulative item.
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DA_ACWOOFF-
CALLS
2
2
The DA_ACWOOFFCALLS item appears in the following database
tables:
Database tables
Agent tables
The number of DA_ACWOCALLS that were made to an off- switch
location. If these calls were placed by an adjunct on behalf of the agent
(keyboard-dialed), they are also counted as DA_ACWOADJCALLS.
Requires a Generic 3 switch with ASAI.
This is a cumulative item.
DA_ACWOOFF-
TIME
2
2
The DA_ACWOOFFTIME item appears in the following database tables:
Database tables
Agent tables
The talk time of all DA_ACWOOFFCALLS (does not include
HOLDTIME). DA_ACWOOFFTIME is included in DA_ACWOTIME.
Requires a Generic 3 switch with the ASAI or EAS feature for direct agent
calling.
This is a cumulative item.
DA_ACWOTIME
2
2
The DA_ACWOTIME item appears in the following database tables:
Database tables
Split/skill tables
Talk time of outbound extension calls the agent made while in the after
call work mode for a direct agent ACD call. Requires a Generic 3 switch
with the ASAI or EAS feature for direct agent calling.
This is a cumulative item.
Agent tables
The talk time of all DA_ACWOCALLS (does not include HOLDTIME).
DA_ACWOTIME includes DA_ACWOOFFTIME. Available on Generic 3
switches with the ASAI or EAS feature for direct agent calling.
This is a cumulative item.
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DA_ACWTIME
2
2
The DA_ACWTIME item appears in the following database tables:
Database tables
Agent tables
The duration of ACW associated with DA_ACDCALLS, including time on
DA_ACWINCALLS and DA_ACWOCALLS. Requires a Generic 3 switch
with the ASAI or EAS feature for direct agent calling. DA_ACWTIME
includes DA_ACWINTIME and DA_ACWOTIME.
This is a cumulative item.
DA_ANSTIME
2
2
The DA_ANSTIME item appears in the following database tables:
Database tables
Agent tables
The time spent by callers in direct agent queue and ringing before being
answered. Requires a Generic 3 switch with the ASAI or EAS feature for
direct agent calling.
This is a cumulative item.
DA_INACW
(real-time)
2
2
The DA_INACW (real-time) item appears in the following database
tables:
Database tables
Split/skill tables
Current number of POSITIONS that are in after call work associated with
direct agent calls. This includes agents who are on ACWIN/ACWOUT
calls. DA_INACW is a subset of OTHER. Note: The total number of
agents in after call work = INACW + DA_INACW. Requires a Generic 3
switch with the ASAI or EAS feature for direct agent calling.
This is a status item.
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DA_INQUEUE
(real-time)
2
2
The DA_INQUEUE (real-time) item appears in the following database
tables:
Database tables
Split/skill tables
Current number of direct agent ACD calls waiting in this split’s/skill’s
queue. Requires a Generic 3 switch with the ASAI or EAS feature for
direct agent calling.
This is a status item.
Agent tables
The current number of direct agent calls waiting in any split/skill’s queue
for this agent. Requires a Generic 3 switch with the ASAI or EAS feature
for direct agent calling.
This is a status item.
DA_INRING
(real-time)
2
2
The DA_INRING (real-time) item appears in the following database
tables:
Database tables
Split/skill tables
Current number of direct agent ACD calls ringing at an agent’s voice
terminal that was queued in this split/skill. Requires a Generic 3 switch
with the ASAI or EAS feature for direct agent calling.
This is a status item.
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DA_OLDEST-
CALL (real-time)
2
2
The DA_OLDESTCALL (real-time) item appears in the following
database tables:
Database tables
Split/skill tables
Length of time that the oldest direct agent ACD call has been waiting in
queue or ringing at an agent position. Requires a Generic 3 switch with
the ASAI or EAS feature for direct agent calling.
This is a status item.
Agent tables
The length of time that the current oldest direct agent call has waited in
any split/skill queue for this agent. Available on Generic 3 switches with
the ASAI or EAS feature for direct agent calling.
This is a status item.
DA_ONACD
(real-time)
2
2
The DA_ONACD (real-time) item appears in the following database
tables:
Database tables
Split/skill tables
Current number of POSITIONS that are on direct agent ACD calls.
DA_ONACD is a subset of OTHER. Note: The total number of agents on
split/skill and direct agent ACD calls = ONACD + DA_ONACD. Requires
a Generic 3 switch with the ASAI or EAS feature for direct agent calling.
This is a status item.
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DA_OTHER-
CALLS
2
2
The DA_OTHERCALLS item appears in the following database tables:
Database tables
Agent tables
The number of direct agent calls that were redirected to another
destination before being answered, for example, by call pickup, coverage
or Redirection on No Answer. Requires a Generic 3 switch with the ASAI
or EAS feature for direct agent calling.
This is a cumulative item.
DA_OTHERTIME
2
2
The DA_OTHERTIME item appears in the following database tables:
Database tables
Agent tables
The time spent in queue or ringing by DA_OTHERCALLS before being
redirected. Requires a Generic 3 switch with the ASAI or EAS feature for
direct agent calling.
This is a cumulative item.
DA_QUEUED
2
2
The DA_QUEUED item appears in the following database tables:
Database tables
Call record tables
Whether or not the call was queued as a direct agent call Valid values for
DA_QUEUED are 0=NO, 1=YES. Applies to the ECS and Generic 3
switches only.
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DA_RELEASE
2
2
The DA_RELEASE item appears in the following database tables:
Database tables
Agent tables
The number of direct agent ACD calls released or dropped by the agent
before the far end released. Requires an ECS with the ASAI or EAS
feature for direct agent calling.
This is a cumulative item.
DA_SKILL
(real-time)
2
2
The DA_SKILL item appears in the following database tables:
Database tables
Agent tables
The skill currently assigned as the agent’s direct agent skill. Direct agent
calls to the agent are queued to this skill. Requires a Generic 3 switch
with the ASAI or EAS feature for direct agent calling.
This is a status item.
DACALLS_FIRST
(real-time)
2
The DACALLS_FIRST item appears in the following database tables:
Database tables
2
Agent tables
Indicates if a percent allocated agent (PCNT) has requested direct agent
calls first. Values are: 1 = YES, 0=NO. Requires a DEFINITY ECS R6 or
later with EAS.
This is a status item.
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DEFLECTCALLS
2
2
The DEFLECTCALLS item appears in the following database tables:
Database tables
Vector tables
The number of calls deflected to the network through BSR. Requires the
DEFINITY ECS R6 and later.
This is a cumulative item.
VDN tables
Number of calls that were deflected to the network by BSR. Requires the
R6 and later ECS.
This is a cumulative item.
DEQUECALLS
2
2
The DEQUECALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of calls that queued to this split/skill as a nonprimary split/skill,
but whose disposition was recorded in another split/skill (as answered,
abandoned, outflowed, busy, or forced disconnect). Requires vectoring
for multiple split/skill queueing on a Generic 3 switch.
This is a cumulative item.
DEQUETIME
2
2
The DEQUETIME item appears in the following database tables:
Database tables
Split/skill tables
Amount of time DEQUECALLS waited in this split/skill queue before
dequeuing. Requires vectoring for multiple split/skill queueing on a
Generic 3 switch.
This is a cumulative item.
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DESTINATION
(real-time)
2
2
The DESTINATION (real-time) item appears in the following database
tables:
Database tables
Agent tables
The type of outbound call destination for the call the agent is active on for
any split/skill. Valid values can be PBX (internal call), OFF (external call),
or as defined in the Dictionary. If the agent is not on an outbound call, the
value is blank.
This is a status item.
DIALED_NUM
2
2
The DIALED_NUM item appears in the following database tables:
Database tables
Call record tables
Number the caller dialed (up to 24 digits). This will be the VDN for
inbound vectoring calls, blank for inbound calls without vectoring, and
dialed digits for outbound calls.
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DIGITS_DIALED
2
2
The DIGITS_DIALED item appears in the following database tables:
Database tables
Agent trace tables
Digits the agent dialed to originate a call. Trunk access codes, feature
access codes, account and authorization codes are not included.
Available on Generic 3 switches.
DIRECTION
(real-time)
2
2
The DIRECTION item appears in the following database tables:
Database tables
Agent tables
This is a real-time item.
The direction of the call the agent is currently handling for any split/skill.
Valid values are blank, IN, OUT, or as defined in Dictionary. If the agent is
not on a call, the value is blank.
This is a status item.
Trunk tables
This is a real-time item.
The current call direction of the trunk (IN, OUT, or as defined in
Dictionary). The value is blank (NULL) if the trunk is idle.
This is a status item.
Agent trace tables
Direction of the call the agent is currently handling for any split/skill. Valid
values are IN, OUT, or as defined in Dictionary. If the agent is not on a
call, the value is blank (NULL).
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DISCCALLS
2
2
The DISCCALLS item appears in the following database tables:
Database tables
Split/skill tables
For the Generic 3 Version 2 and newer switch releases, this also includes
the number of CALLSOFFERED that were disconnected by the switch
when the vector disconnect timer expired.
This is a cumulative item.
Trunk group tables
With Generic 3 Version 2 (prior to load 100) switches, DISCCALLS is the
number of INCALLS that were given a forced disconnect announcement
by the "disconnect" vector command, listened to the entire
announcement, then were disconnected by the switch. With Generic 3
Version 2 and later switches, this is the number of INCALLS that were
disconnected by the switch by the "disconnect" vector command.
DISCCALLS also includes calls that were disconnected by the switch
when the vector disconnect timer expired or that reached the end of
vector processing without being queued. DISCCALLS includes
VDISCCALLS.
This is a cumulative item.
Vector tables
With the Generic 3 Version 2 and later Generic 3 switches and with the
ECS, the number of INCALLS that executed the "disconnect’’ vector
command. With Generic 3 Version 2 and newer switches (and with the
ECS), DISCCALLS also includes calls disconnected by the switch when
the vector disconnect timer expired or that reached the end of vector
processing without being queued. DISCCALLS includes VDISCCALLS.
This is a cumulative item.
VDN tables
With Generic 3 Version 2 and newer Generic 3 switches, DISCALLS also
includes calls disconnected by the switch when the vector disconnect
timer expired or that reached the end of vector processing without being
queued. DISCCALLS includes VDISCCALLS.
This is a cumulative item.
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DISCTIME
2
2
The DISCTIME item appears in the following database tables:
Database tables
Split/skill tables
Time all DISCCALLS spent in this split’s/skill’s queue. For the Generic 3
Version 2 and newer switches (if the call is disconnected due to the
expiration of the vector disconnect timer), this is the time until the call is
disconnected by the switch.
This is a cumulative item.
Vector tables
The time all DISCCALLS spent in this VECTOR. The time until the trunk
drops following the forced disconnect command for those calls recorded
as DISCCALLS. For Generic 3 Version 2 and later Generic 3 switches,
and for the ECS, this is the time until the trunk drops, in the case where
the caller hangs up without listening to the entire announcement. For
Generic 3 Version 2 and newer switches, and for the ECS, this is the time
when the call is disconnected due to the expiration of the vector
disconnect timer or the time until the caller is disconnected by the switch.
This is a cumulative item.
VDN tables
The time all DISCCALLS spent in this VDN. The time until the trunk drops
following the forced disconnect command for those calls recorded as
DISCCALLS. For Generic 3 Version 2 and newer Generic 3 switches, if
the caller hangs up during the forced disconnect announcement, this is
the time until the caller hangs up. For Generic 3 switches, this is the time
until the announcement ends and the caller is disconnected by the
switch.
This is a cumulative item.
DISPIVECTOR
2
2
The DISPIVECTOR item appears in the following database tables:
Database tables
Call record tables
Number of the first vector associated with the disposition VDN
(DISPVDN).
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DISPOSITION
2
2
The DISPOSITION item appears in the following database tables:
Database tables
Call record tables
Represents the call disposition and indicates whether the call in the
segment was: 1= connected (CONN, non-ACD call to a measured agent)
2= answered (ANS, split/skill or direct agent call answered by an agent)
3= abandoned (ABAN) 4= interflowed (IFLOW) 5= forced busy (FBUSY)
6= forced disconnect (FDISC) 7= other (OTHER) A connected call is a
non-ACD call to a measured agent for which CMS receives an indication
that the call was connected. An answered call is any split/skill or direct
agent ACD call for which CMS receives an indication that the call was
answered by an agent and was not a phantom abandon. An abandoned
call is any ACD call in which a caller hangs up before receiving an
answer from an agent and for which CMS receives notification that the
caller abandoned. Phantom abandons (PHANTOMABNS) are included
as abandoned calls. Interflowed calls are calls that are interflowed to an
off-switch destination. Forced busy calls are calls that CMS records as
BUSYCALLS for the trunk group that carried them. These calls can be
VDN calls that received a forced busy from the vector command or, on
the ECS and Generic 3 switches, a split/skill call for a nonvector-
controlled split that received a busy indication from the switch because
the split queue was full. For Generic 3 Version 2 and Generic 3 switches
and newer switches, forced disconnect calls are VDN calls that are
disconnected by the switch due to the execution of a disconnect vector
command. For the ECS, and Generic 3 Version 2 and later Generic 3
switches, forced disconnect calls also include calls disconnected
because of the vector disconnect timer or because they reached the end
of vector processing without being queued. Other calls include any other
calls that do not fall into categories such as answered or abandoned. See
definitions for individual tables for OTHERCALLS.
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DISPPRIORITY
2
2
The DISPPRIORITY item appears in the following database tables:
Database tables
Call record tables
Priority the call had at its disposition in this segment. Priorities can be
1=NO or 2=YES (without vectoring), or 3=LOW, 4=MED, 5=HIGH, or
6=TOP (with vectoring). If the call never gets queued to a split/skill, the
priority will not be set. For the ECS and Generic 3 switches with
vectoring, calls directed to split/skills using "route to" or "messaging
split/skill" commands and calls directly routed to splits/skills without going
through a vector will have MED (no priority) or HIGH (priority) priority,
depending on the class of restriction of the originator of the call (agent,
extension, trunk group, or VDN).
DISPSKLEVEL
2
2
The DISPSKLEVEL item appears in the following database tables:
Database tables
Call record tables
The skill level (1 through 16) associated with the skill for which the agent
answered the call or, for calls that abandoned from ringing or from a
direct agent queue, with the agent from whom the call abandoned.
DISPSPLIT
2
2
The DISPSPLIT item appears in the following database tables:
Database tables
Call record tables
Number of the split/skill associated with the call at its disposition in this
call segment. Calls that were not queued to a split or skill at the time of
disposition will have DISPSPLIT set to null. Calls that were queued to an
unmeasured split/skill at the time of disposition will have DISPSPLIT set
to zero.
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DISPTIME
2
2
The DISPTIME item appears in the following database tables:
Database tables
Call record tables
Wait time (in the vector, in queue, and ringing) until the disposition is
recorded in DISPOSITION for the segment. For extension calls made
directly to agents (not through a VDN), this will always be zero.
DISPVDN
2
2
The DISPVDN item appears in the following database tables:
Database tables
Call record tables
Number of the VDN associated with the call at its disposition for this call
segment. DISPVDN will be blank for calls that are not associated with a
VDN at their disposition.
DURATION
(real-time)
2
2
The DURATION item appears in the following database tables:
Database tables
Agent tables
This is a real-time item.
The duration of current WORKMODE and DIRECTION for this SPLIT (for
example, length of time in current AGSTATE for this SPLIT). For
example, if the agent goes from AUX to AUXOUT and back to AUX,
DURATION will restart with each of these changes.
This is a status item.
Trunk tables
This is a real-time item.
The current length of time the trunk has been in TKSTATE.
This is a status item.
Agent trace tables
Duration of current WORKMODE and DIRECTION for this split (for
example, length of time in current AGSTATE for this split).
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Call record tables
The total time the trunk was in use. This is the overall trunk holding time
from the beginning of the call segment until the caller is disconnected.
For the first segment of a call, this will be the trunk holding time for the
caller for the entire call (from seized until idle). With a transfer, the original
trunk remains associated with both call segments until the call ends.
Data collection exception table
Length of time for which data collection was off.
This is a cumulative item.
EQLOC
2
2
The EQLOC item has been modified in R3V8 CMS to be only eight
characters long. It is nine characters long in previous releases of CMS.
The EQLOC database item appears in the following tables:
Database tables
Trunk tables
This is an index item.
The physical equipment location (trunk number) for which data was
collected.
This is an administrative item.
Call record tables
Physical equipment location (trunk number) for which data was collected
or for which the exception occurred. This will be blank if the trunk is not
measured.
Trunk group exception table
Physical equipment location (trunk number) for which data was collected
or the exception occurred.
This is a cumulative item.
Malicious call trace exception table
Physical equipment location (trunk number) for which data was collected
or for which the exception occurred.
This is a cumulative item.
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EVENT1-9
2
2
The EVENT1-9 item appears in the following database tables:
Database tables
Split/skill tables
Number of times each event (stroke count) feature button (feature button
1 to 9) was pressed by agents on split/skill or direct agent ACD calls or in
after call work associated with an ACD call for this split/skill. Available
with Generic 3 switches.
This is a cumulative item.
Agent tables
The number of times each event (stroke count) feature button (1 to 9)
was pressed while the agent was on an ACD call or in call- related after
call work. Available on Generic 3 switches.
This is a cumulative item.
Call record tables
The number of times each event (stroke count) button (buttons 1 to 9)
was entered for this call segment. Available with the ECS and Generic 3
switches.
EVENT_TIME
2
2
The EVENT_TIME item appears in the following database tables:
Database tables
Agent trace tables
Time of day (hour, minute, and second) the WORKMODE or DIRECTION
changed.
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EWTHIGH
(real-time)
2
2
The EWTHIGH (real-time) item appears in the following database tables:
Database tables
Split/skill tables
Switch-calculated expected wait time for calls queued at high priority to
this split/skill. The expected wait time (EWT) is an estimate of how long a
caller will wait in queue at HIGH priority until being served. Time spent
ringing at the agent is not included in this estimate. EWT and ASA should
not be expected to match. ASA gives a historical perspective, while EWT
changes constantly to match current conditions such as queue length
and staffing changes. Available with Generic 3 Version 4 switches for
Vectoring enhancements.
This is a status item.
EWTLOW
(real-time)
2
2
The EWTLOW (real-time) item appears in the following database tables:
Database tables
Split/skill tables
Switch-calculated expected wait time for calls queued at low priority to
this split/skill. The expected wait time is an estimate of how long a caller
will wait in queue at LOW priority until being served. Time spent ringing at
the agent is not included in this estimate. EWT and ASA should not be
expected to match. ASA gives a historical perspective, while EWT
changes constantly to match current conditions such as queue length
and staffing changes. Available with Generic 3 Version 4 switches for
Vectoring enhancements.
This is a status item.
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EWTMEDIUM
(real-time)
2
2
The EWTMEDIUM (real-time) item appears in the following database
tables:
Database tables
Split/skill tables
Switch-calculated expected wait time for calls queued at medium priority
to this split/skill. The expected wait time is an estimate of how long a
caller will wait in queue at MEDIUM priority until being served. Time spent
ringing at the agent is not included in this estimate. EWT and ASA should
not be expected to match. ASA gives a historical perspective, while EWT
changes constantly to match current conditions such as queue length
and staffing changes. Available with Generic 3 Version 4 switches for
Vectoring enhancements.
This is a status item.
EWTTOP
(real-time)
2
2
The EWTTOP (real-time) item appears in the following database tables:
Database tables
Split/skill tables
Switch-calculated expected wait time for calls queued at top priority to
this split/skill. The expected wait time is an estimate of how long a caller
will wait in queue at TOP priority until being served. Time spent ringing at
the agent is not included in this estimate. EWT and ASA should not be
expected to match. ASA gives a historical perspective, while EWT
changes constantly to match current conditions such as queue length
and staffing changes. Available with Generic 3 Version 4 switches for
Vectoring enhancements.
This is a status item.
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EXT_CALL_
ORIG
2
2
The EXT_CALL_ORIG item appears in the following database tables:
Database tables
Agent trace tables
Agent originated an external (off-switch) call. Available on Generic 3
switches.
EXTENSION
2
2
The EXTENSION item appears in the following database tables:
Database tables
Agent tables
The extension number for which data was collected.
This is an administrative item.
Trunk tables
This is a real-time item.
The extension to which this trunk is currently queued, ringing, or
connected.
This is a status item.
EXTN
2
2
The EXTN item appears in the following database tables:
Database tables
Agent login/logout tables
Extension number of the station that the agent staffed.
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EXTYPE
2
2
The EXTYPE item appears in the following database tables:
Database tables
Agent exception table
The type of exception that occurred:
Value = Type
1 = Time Available
2 = Time on inbound ACD call (min)
3 = Time on inbound ACD call (max)
4 = Time in after call work
5 = Time on outbound ACW call
6 = Time on inbound ACW call
7 = Time in AUX work
8 = Time on outbound AUX call
9 = Time on inbound AUX call
10 = Number of outbound ACW calls/agent
11 = Number of inbound ACW calls/agent
12 = Number of outbound AUX calls/agent
13 = Number of inbound AUX calls/agent
14 = Login identification
15 = Time ACD call spent on hold*
16 = Number ACD calls placed on hold*
17 = Number ACD calls abandoned while on hold*
18 = Time on outbound ACD call (min)
19 = Time on outbound ACD call (max)
20 = Number calls transferred**
21 = Time on external outbound ACW call
22 = Time on external outbound AUX call
23 = Time on direct agent call
24 = Number external outbound ACW calls/agent**
25 = Number external outbound AUX calls/agent**
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26 = Time ACD call spends ringing**
27 = Multiple logins on same extension
28 = Ringing call automatically redirected from agent
29 = Agent logged out with active/held calls
30 = Number of calls in direct agent queue
31 = Time call waited in direct agent queue
32 = Number calls abandoned from direct agent queue
34 = Number calls outflowed from direct agent queue
38 = Number of calls transferred
48 = Logout attempt without valid reason code
49 = Could not be logged in
59 = AUX attempt without valid reason code
60 = Time in AUX with reason code 0 (default)
61 = Time in AUX with reason code 1
62 = Time in AUX with reason code 2
63 = Time in AUX with reason code 3
64 = Time in AUX with reason code 4
65 = Time in AUX with reason code 5
66 = Time in AUX with reason code 6
67 = Time in AUX with reason code 7
68 = Time in AUX with reason code 8
69 = Time in AUX with reason code 9
98 = Agent denied login to some skills
99 = Invalid call work code
This is a cumulative item.
Split/skill exception table
The type of exception that occurred:
Value = Type
30 = Number calls waiting
31 = Time call has waited in queue
32 = Number calls abandoned
33 = Number intraflowed-in calls
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34 = Number intraflowed-out calls
35 = Number interflowed-out calls
36 = Number calls offered while queue full*
37 = Number calls handled as backup
38 = Number calls transferred**
39 = Average speed of answer (seconds)
40 = Rolling average speed of answer (seconds)
41 = Expected wait time (priority top)
42 = Expected wait time (priority high)
43 = Expected wait time (priority medium)
44 = Expected wait time (priority low)
Trunk group exception table
The type of exception that occurred:
Value = Type
50 = Time trunk in use (min)
51 = Time trunk in use (max)
52 = Number of trunks in use
53 = Time any trunk maintenance busy
54 = Number of trunks maintenance busy
55 = Length of time all trunks busy
56 = Number trunk failures in group
57 = Number failures on a single trunk
58 = Audio difficulty on a trunk
This is a cumulative item.
VDN exception table
The type of exception that occurred:
Value = Type
2 = Time at agent (min)
3 = Time at agent (max)
30 = Number calls in an ACD split queue
32 = Number calls abandoned while in vector
33 = Number calls that flowed into VDN
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34 = Number calls that flowed out of VDN
35 = Number calls interflowed out of VDN
37 = Number calls handled by backup split
71 = Time in vector (max)
72 = Number calls forced busy
73 = Number calls disconnected
74 = Number unsuccessful lookahead attempts
75 = Adjunct routing
76 = Rolling average speed of answer
This is a cumulative item.
Vector exception table
The type of exception that occurred:
Value = Type
30 = Number calls in an ACD split/skill queue
32 = Number calls abandoned while in the vector
72 = Number calls forced busy
73 = Number calls disconnected
74 = Number unsuccessful lookahead interflow attempts
75 = Number unsuccessful adjunct routing attempts
80 = Time in vector (min)
81 = Time in vector (max)
This is a cumulative item.
FAGINRING
(real-time)
2
2
The FAGINRING item appears in the following database tables:
Database tables
Split/skill tables
The number of flex agents (0-999) with this skill ACD call ringing.
Requires a DEFINITY ECS R6 or later with EAS.
This is a real-time item.
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FAVAILABLE
(real-time)
2
2
The FAVAILABLE item appears in the following database tables:
Database tables
Split/skill tables
The number of flex agents available (0-999). Requires a DEFINITY ECS
R6 or later with EAS.
This is a real-time item.
FAILURES
2
2
The FAILURES item appears in the following database tables:
Database tables
Trunk Group tables
The number of trunk failures for this TKGRP. No time or call is recorded in
any of the CMS tables. Trunk failures can be due to hardware problems
on the trunk, incompatible trunk types on either end of a call, or internal
switch errors (such as errors in call processing or vectoring translations).
This item does not include calls with short holding times. The FAILURES
database item is not populated for Generic 3 switches because trunks
that fail are automatically placed in the maintenance busy state.
This is a cumulative item.
Trunk tables
The number of trunk failures for this trunk. No time or call is recorded in
any of the CMS tables. Trunk failures can be due to hardware problems
on the trunk, incompatible trunk types on either end of a call, or to internal
switch errors (such as errors in call processing or vectoring translations).
This item does not include calls with short holding times. The FAILURES
database item is not populated for Generic 3 switches because trunks
that fail are automatically placed in the maintenance busy state.
This is a cumulative item.
FCALLS
2
2
The FCALLS item appears in the following database tables:
Database tables
Current day report tables
Number of forecast calls carried.
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FINACW
(real-time)
2
2
The FINACW item appears in the following database tables:
Database tables
Split/skill tables
The number of flex agents in ACW for this skill (0-999). Requires a
DEFINITY ECS R6 or later with EAS.
This is a real-time item.
FINAUX
2
2
The FINAUX item appears in the following database tables:
Database tables
Split/skill tables
The number of flex agents in AUX for this skill (0-999). Requires a
DEFINITY ECS R6 or later with EAS.
This is a real-time item.
FIRSTVDN
2
2
The FIRSTVDN item appears in the following database tables:
Database tables
Call record tables
The number of the first VDN associated with the call segment. This will
be blank for calls not associated with a VDN.
FIRSTVECTOR
2
2
The FIRSTVECTOR item appears in the following database tables:
Database tables
Call record tables
Number of the first vector associated with the first VDN for the call
segment. This will be blank if no vector is involved.
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FMETHOD
2
2
The FMETHOD item appears in the following database tables:
Database tables
Current day configuration tables
Type of trending to use for forecast. Values are 0 = none, 1 = seasonal, 2
= current trending.
FONACD
(real-time)
2
2
The FONACD item appears in the following database tables:
Database tables
Split/skill tables
The number of flex agents on ACD calls for this skill (0-999). Requires a
DEFINITY ECS R6 or later with EAS.
This is a real-time item.
FOTHER
(real-time)
2
2
The FOTHER item appears in the following database tables:
Database tables
Split/skill tables
The number of flex agents in the OTHER work state (0-999). Requires a
DEFINITY ECS R6 or later with EAS.
This is a real-time item.
FSTAFFED
(real-time)
2
2
The FSTAFFED item appears in the following database tables:
Database tables
Split/skill tables
The number of agents staffing this skill as neither top or reserve agents
(0-999). Requires a DEFINITY ECS R6 or later with EAS.
This is a real-time item.
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GNAGINRING
(real-time)
2
2
The GNAGINRING item appears in the following database tables:
Database tables
Split/skill tables
The number of greatest need agents logged into the split/skill who
currently have ACD calls.
This is a real-time item.
GNAVAILABLE
(real-time)
2
2
The GNAVAILABLE item appears in the following database tables:
Database tables
Split/skill tables
The number of greatest need agents logged into the split/skill who are
available in the split/skill.
This is a real-time item.
GNINACW
(real-time)
2
2
The GNINACW item appears in the following database tables:
Database tables
Split/skill tables
The number of greatest need agents logged into the split/skill who are in
after call work (ACW) for ACD calls to the split/skill. This includes agents
on ACWIN/ACWOUT calls, as well as agents who are in after call work
not associated with an ACD call. Available on the R6 ECS and later.
This is a real-time item.
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GNINAUX
(real-time)
2
2
The GNINAUX item appears in the following database tables:
Database tables
Split/skill tables
The number of greatest need agents logged into the split/skill who are on
inbound and outbound ACD calls for the split/skill. Available on the R6
ECS and later.
This is a real-time item.
GNINAUX0
(real-time)
2
2
The GNINAUX0 item appears in the following database tables:
Database tables
Split/skill tables
The current number of greatest need POSITIONS that are in AUX with
reason code 0 (zero) for all splits/skills including greatest need agents on
AUXIN/AUXOUT calls. For ECS with EAS and later ECS switches,
reason code 0 (zero) is for "system" AUX work when reason codes are
active. For switches without EAS and for releases prior to ECS,
GNINAUX0 will be the same as GNINAUX.
This is a status item.
GNINAUX1-9
(real-time)
2
2
The GNINAUX1-9 item appears in the following database tables:
Database tables
Split/skill tables
The current number of greatest need POSITIONS that are in AUX with
the reason codes 1-9 for all splits/skills including greatest need agents on
AUXIN/AUXOUT calls. Available on the ECS and later.
This is a real-time item.
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GNONACD
(real-time)
2
2
The GNONACD item appears in the following database tables:
Database tables
Split/skill tables
The current number of greatest need POSITIONS that are on inbound
and outbound ACD calls to this split/skill.
This is a real-time item.
GNONACDAUX-
OUT
(real-time)
2
2
The GNONACDAUXOUT item appears in the following database tables:
Database tables
Split/skill tables
The current number of greatest need POSITIONS that are on AUXOUT
calls with an ACD call on hold for this split/skill. For greatest need agents
in multiple skills with multiple call handling, the last call the agent put on
hold was for this skill. Available for Generic 3 switches.
This is a real-time item.
GNONACDOUT
(real-time)
2
2
The GNONACDOUT item appears in the following database tables:
Database tables
Split/skill tables
The current number of greatest need POSITIONS that are on outbound
calls placed by an adjunct to this split/skill. Available for Generic 3
switches with the ASAI feature.
This is a real-time item.
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GNONACWIN
(real-time)
2
2
The GNONACWIN item appears in the following database tables:
Database tables
Split/skill tables
The current number of greatest need POSITIONS that are in ACW for
this split/skill and on inbound extension calls. These greatest need
agents also appear in INACW. GNONACWIN includes agents receiving
extension calls from ACW associated with split/skill ACD calls and from
ACW not associated with an ACD call.
This is a real-time item.
GNONACWOUT
(real-time)
2
2
The GNONACWOUT item appears in the following database tables:
Database tables
Split/skill tables
The current number of greatest need POSITIONS that are in ACW for
this split/skill and on outbound extension calls. These agents also appear
in INACW. GNONACWOUT includes agents making extension calls from
ACW associated with split/skill ACD calls and from ACW not associated
with an ACD call.
This is a real-time item.
GNONAUXIN
(real-time)
2
2
The GNONAUXIN item appears in the following database tables:
Database tables
Split/skill tables
The current number of greatest need POSITIONS that are in AUX work
or AVAILABLE, or, for Generic 3 switches, including greatest need agents
who have an ACD or AUXIN/AUXOUT call on hold, and on inbound
extension calls, where SPLIT is OLDEST LOGON.
This is a real-time item.
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GNONAUXOUT
(real-time)
2
2
The GNONAUXOUT item appears in the following database tables:
Database tables
Split/skill tables
The current number of greatest need POSITIONS that are in AUX work
or AVAILABLE or, for Generic 3 switches, including greatest need agents
who have an ACD or AUXIN/AUXOUT call attributed to this split/skill on
hold, and on outbound extension calls.
This is a real-time item.
GNDA_INACW
(real-time)
2
2
The GNDA_INACW item appears in the following database tables:
Database tables
Split/skill tables
Current number of greatest need POSITIONS that are in after call work
associated with direct agent calls. This includes greatest need agents
who are on ACWIN/ACWOUT calls. GNDA_INACW is a subset of
GNOTHER. Note: The total number of agents in after call work =
GNINACW + GNDA_INACW. Requires a Generic 3 switch with the ASAI
or EAS feature for direct agent calling.
This is a real-time item.
GNDA_ONACD
(real-time)
2
2
The GNDA_ONACD item appears in the following database tables:
Database tables
Split/skill tables
Current number of greatest need POSITIONS that are on direct agent
ACD calls. GNDA_ONACD is a subset of GNOTHER. Note: The total
number of greatest need agents on split/skill and direct agent ACD calls =
GNONACD + GNDA_ONACD. Requires a Generic 3 switch with the
ASAI or EAS feature for direct agent calling.
This is a real-time item.
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GNOTHER
(real-time)
2
2
The GNOTHER item appears in the following database tables:
Database tables
Split/skill tables
The number of greatest need agents who are doing other work. Available
on the R6 ECS and later.
For the G3 ECS with EAS, while in Auto-In or Manual-In, the agent is in
other work if:
●
the agent put any call on hold and has performed no further action
●
the agent is on a direct agent call or in ACW for a direct agent call
●
the agent is dialing to place a call or to activate a feature
●
an extension call or direct agent ACD call is ringing with no other
activity
●
the agent is logged into multiple splits/skills and doing work for a
split/skill other than this one (on an ACD call or in ACW).
With multiple call handling, the agent is available for other call handling
and splits/skills. The agent will display in the GNOTHER state after the
link to the switch comes up and directly after the agent logs in before the
CMS is notified of the agent’s work state.
This is a real-time item.
GNSKILL
(real-time)
2
2
The GNSKILL item appears in the following database tables:
Database tables
Agent tables
For the greatest need call handling preference, the agent’s first-
administered, highest-level, measured skill, where skill level 1 is the
highest and skill level 16 is the lowest.
This is a status item.
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GNSTAFFED
(real-time)
2
2
The GNSTAFFED item appears in the following database tables:
Database tables
Split/skill tables
Current number of greatest need agents that are staffed in SPLIT.
Available on the R6 ECS and later.
This is a real-time item.
GOTOCALLS
2
2
The GOTOCALLS item appears in the following database tables:
Database tables
Vector tables
The number of OUTFLOWCALLS that were redirected to another vector
by way of a "go to vector’’ command. Available on Generic 3 switches
and on the DEFINITY ECS.
This is a cumulative item.
GOTOTIME
2
2
The GOTOTIME item appears in the following database tables:
Database tables
Vector tables
The time all GOTOCALLS spent in this vector before being redirected to
another vector. Available on Generic 3 switches and on the
DEFINITYECS.
This is a cumulative item.
HDATE1-4
2
2
The HDATE1-4 items appear in the following database tables:
Database tables
Current day configuration tables
Date of first (HDATE1), second (HDATE2), third (HDATE3), and fourth
(HDATE4) days of historical data to be used.
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HELD
2
2
The HELD item appears in the following database tables:
Database tables
Call record tables
Total number of times this call was placed on hold by the answering
agent in this call segment. With agent-to-agent calls, this count is
incremented for the agent who puts the call on hold, but not for the calling
agent. (For the ECS and Generic 3 switches, applies to all calls the agent
put on hold.)
HIGHCALLS
2
2
The HIGHCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of ACDCALLS with high priority that were answered by agents in
this split/skill (for example, answered calls that were queued to the
split/skill with high priority by a "queue to main" or "check backup" vector
command) For Generic 3 switches with the Vectoring feature, this
includes calls that were queued to a split/skill with priority using the "route
to" or "messaging split/skill" vector commands, and calls that queued
directly to a split/skill with priority. (Priority in these cases is determined
by the class of restriction of the originator, which is an agent, an
extension, a trunk group or a VDN.) Available on Generic 3 switches with
the Vectoring feature.
This is a cumulative item.
HOLDABN
2
2
The HOLDABN item appears in the following database tables:
Database tables
Call record tables
Whether or not this call abandoned from hold in this call segment. Valid
values for HOLDABN are 0=NO, 1=YES. With Generic 3 switches and
the ECS, this applies to all calls the agent put on hold.
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HOLDABN-
CALLS
2
2
The HOLDABNCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of times split/skill ACD callers abandoned the call while on hold.
Available on Generic 3 switches.
This is a cumulative item.
Agent tables
The number of times callers abandoned from hold. For Generic 3
switches, HOLDABNCALLS applies to all calls the agent put on hold.
This is a cumulative item.
VDN tables
The number of times that callers abandoned from on hold. For Generic 3
switches, and for the ECS, HOLDABNCALLS applies to all calls the
agent put on hold.
This is a cumulative item.
HOLDACD-
CALLS
2
2
The HOLDACDCALLS item appears in the following database tables:
Database tables
VDN tables
The number of split/skill or direct agent ACD calls placed on hold at least
one time.
This is a cumulative item.
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HOLDACDTIME
2
2
The HOLDACDTIME item appears in the following database tables:
Database tables
Agent tables
The time split/skill and direct agent ACD calls spent on hold at the agent’s
voice terminal. This includes time on AUXIN or AUXOUT calls with the
ACD calls on hold.
This is a cumulative item.
VDN tables
The time spent by split/skill or direct agent ACD callers spent on hold.
This is a cumulative item.
HOLDCALLS
2
2
The HOLDCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of split/skill ACD calls that were placed on hold at least once.
Available on Generic 3 switches. HOLDCALLS includes
HOLDABNCALLS.
This is a cumulative item.
Agent tables
The number of calls that were placed on hold at least once. HOLDCALLS
includes HOLDABNCALLS. For Generic 3 switches, HOLDCALLS
applies to all calls the agent put on hold. Requires a Generic 3 switch
with the ASAI or EAS feature for direct agent calling.
This is a cumulative item.
VDN tables
The number of calls that were placed on hold at least once. HOLDCALLS
also includes HOLDABNCALLS and HOLDACDCALLS. For Generic 3
switches, and for the ECS, HOLDCALLS applies to all calls the agent put
on hold.
This is a cumulative item.
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HOLDTIME
2
2
The HOLDTIME item appears in the following database tables:
Database tables
Split/skill tables
Time spent by split/skill ACD callers on hold. Available on Generic 3
switches.
This is a cumulative item.
Agent tables
The time spent by callers on hold. For Generic 3 switches, HOLDTIME is
the time spent by split/skill ACD callers on hold. HOLDTIME includes
HOLDACDTIME.
This is a cumulative item.
VDN tables
Time spent by callers on hold. HOLDTIME includes HOLDACDTIME. For
Generic 3 switches and for the ECS, HOLDTIME applies to all calls the
agent put on hold.
This is a cumulative item.
I_ACDAUXIN-
TIME
2
2
The I_ACDAUXINTIME item appears in the following database tables:
Database tables
Split/skill tables
Time during the collection interval that POSITIONS were talking on
AUXIN calls with a split/skill ACD call on hold where SPLIT is
OLDEST_LOGON. Available on Generic 3 switches.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent spent talking on
AUXIN calls with at least one split/skill or direct agent ACD call on hold.
For agents in multiple splits/skills, this time is recorded in the record in
which SPLIT is OLDEST_LOGON. Available on Generic 3 switches.
This is a cumulative item.
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I_ACDAUX_
OUTTIME
2
2
The I_ACDAUX_OUTTIME item appears in the following database
tables:
Database tables
Split/skill tables
Time during the collection interval that POSITIONS spent dialing and
talking on AUXOUT calls with a split/skill ACD call for this split/skill on
hold. Note: In a multiple call handling environment with agents in multiple
skills, the ACD call for this skill must have been the last ACD call to have
been put on hold before the agent made the AUXOUT call. Available on
Generic 3 switches.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent spent dialing and
talking on AUXOUT calls with at least one split/skill or direct agent ACD
call for this split/skill with the call on hold. Available on Generic 3
switches.
This is a cumulative item.
I_ACDOTHER-
TIME
2
2
The I_ACDOTHERTIME item appears in the following database tables:
Database tables
Split/skill tables
Time during the collection interval that POSITIONS spent in the OTHER
state (dialing an outgoing call with a Generic 3 switch, with a ringing
extension call with Generic 3 switch, or with calls on hold and with no
other state selected) with a split/skill ACD call on hold. Available on
Generic 3 switches.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent spent in the OTHER
state (dialing an outgoing call, with a ringing personal call [Generic 3
switches], or with calls on hold and with no other state selected) with at
least one split/skill or direct agent ACD call on hold. Available on Generic
3 switches.
This is a cumulative item.
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I_ACDTIME
2
2
The I_ACDTIME item appears in the following database tables:
Database tables
Split/skill tables
Time during the collection interval that POSITIONS were on split/skill
ACD calls. This includes time on O_ACDCALLS as well as on
ACDCALLS.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was talking on ACD
calls for SPLIT or the time ACD calls spent on hold. I_ACDTIME includes
time spent on O_ACDCALLS, but does not include HOLDTIME.
This is a cumulative item.
I_ACWINTIME
2
2
The I_ACWINTIME item appears in the following database tables:
Database tables
Split/skill tables
The time during the collection interval that POSITIONS were in ACW for
this split/skill, either associated with a split/skill ACD call or not
associated with a call, and on inbound extension calls. This does not
include time inbound extension calls spent on hold. Available on Generic
3 switches.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was in ACW and on
inbound extension calls. I_ACWINTIME includes ACW for split/skill ACD
calls and ACW not associated with a call, but does not include the time
inbound ACW calls spent on hold.
This is a cumulative item.
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I_ACWOUTTIME
2
2
The I_ACWOUTTIME item appears in the following database tables:
Database tables
Split/skill tables
The time during the collection interval that POSITIONS were in ACW for
this split/skill, either associated with this split/skill ACD call or not
associated with a call, and on outbound extension calls. This does not
include time outbound extension calls spent on hold. Available on
Generic 3 switches.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was in ACW and on
outbound extension calls. I_ACWOUTTIME includes ACW for split/skill
ACD calls and ACW not associated with a call, but does not include the
time ACWOUT calls spent on hold.
This is a cumulative item.
I_ACWTIME
2
2
The I_ACWTIME item appears in the following database tables:
Database tables
Agent tables
The time during the collection interval that the agent was in ACW. This
includes ACW for split/skill ACD calls and ACW not associated with a
call. Note: I_ACWINTIME and I_ACWOUTTIME include time in ACW for
direct agent calls, but I_ACWTIME does not include this time. Therefore,
the sum of I_ACWINTIME and I_ACWOUTTIME may be greater than
I_ACWTIME. I_ACWTIME includes I_ACWINTIME and
I_ACWOUTTIME.
This is a cumulative item.
Split/skill tables
The time during the collection interval that POSITIONS were in ACW for
this split/skill, either associated with a split/skill ACD call or not
associated with a call. This I_ACWTIME includes I_ACWINTIME and
I_ACWOUTTIME
This is a cumulative item.
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I_ARRIVED
2
2
The I_ARRIVED item appears in the following database tables:
Database tables
VDN tables
Number of calls that reached this VDN during this interval.
This is a cumulative item.
I_AUXINTIME
2
2
The I_AUXINTIME item appears in the following database tables:
Database tables
Agent tables
The time during the collection interval that the agent was in AUX work,
AVAILABLE, or for Generic 3 switches, including time when an ACD or
AUXIN/AUXOUT call is on hold and on inbound extension calls and
SPLIT was the OLDEST_LOGON. I_AUXINTIME includes
I_ACDAUXINTIME but does not include time calls spent on hold, which
include time spent on hold unless the agent makes an outgoing call with
an AUXIN call on hold.
Split/Skill tables
The time during the collection interval that POSITIONS were in AUX
work, AVAILABLE, or for Generic 3 switches, including time when an
ACD or AUXIN/AUXOUT call is on hold and on inbound extension calls.
I_AUXINTIME includes I_ACDAUXINTIME but does not include time
inbound extension calls spent on hold.
This is a cumulative item.
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I_AUXOUTTIME
2
2
The I_AUXOUTTIME item appears in the following database tables:
Database tables
Agent tables
The time during the collection interval that the agent was in AUX work,
AVAILABLE, or, for Generic 3 switches, including time when an ACD or
AUXIN/AUXOUT call on hold and on outbound extension calls. In the
cases where the agent was in AUX work, AVAILABLE or had an
AUXIN/AUXOUT call on hold, the AUXOUT time and calls are recorded
for the SPLIT that is the OLDEST_LOGON. In cases where the agent
had an ACD call on hold, SPLIT is the split or skill associated with the last
ACD call put on hold. I_AUXOUTTIME includes I_ACDAUX_OUTTIME,
but does not include time calls spent on hold.
Split/Skill tables
The time during the collection interval that POSITIONS were in AUX
work, AVAILABLE, or, for Generic 3 switches, including time when an
ACD or AUXIN/AUXOUT call on hold and on outbound extension calls. In
the cases where the agent was in AUX work, AVAILABLE or had an
AUXIN/AUXOUT call on hold. This does not include time outbound
extension calls spent on hold.
This is a cumulative item.
I_AUXTIME
2
2
The I_AUXTIME item appears in the following database tables:
Database tables
Split/Skill tables
The time during the collection interval that POSITIONS were in AUX in
this split/skill. I_AUXTIME = I_AUXTIME0 + I_AUXTIME1 + I_AUXTIME2
+ I_AUXTIME3 + I_AUXTIME4 + I_AUXTIME5 + I_AUXTIME6 +
I_AUXTIME7 + I_AUXTIME8 + I_AUXTIME9 I_AUXTIME includes
I_AUXTIME0, I_AUXTIME1-9, I_AUXINTIME, I_AUXOUTTIME, and
I_TAUXTIME.
This is a cumulative item.
Agent tables
The time the agent spent in AUX work in SPLIT. When an agent is in AUX
work in multiple splits/skills, this time is recorded in each split or skill in
which the agent is in AUX. I_AUXTIME includes I_AUXINTIME and
I_AUXOUTTIME.
This is a cumulative item.
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I_AUXTIME0
2
2
The I_AUXTIME0 item appears in the following database tables:
Database tables
Split/skill tables
The time during the collection interval that POSITIONS were in AUX for
reason code 0 in this split/skill. This includes time on extension calls from
this AUX state. For switches with AUX reason codes active, this
represents time agents spent in "system" AUX. For switches without AUX
reason codes active, I_AUXTIME0 is the same as I_AUXTIME.
This is a cumulative item.
I_AUXTIME1-9
2
2
The I_AUXTIME1-9 item appears in the following database tables:
Database tables
Split/skill tables
Time during the collection interval that POSITIONS were in AUX for each
reason code 1-9 in this skill. This includes time on extension calls from
each AUX state. Available for Generic 3 Version 5 and later Generic 3
switches with EAS.
This is a cumulative item.
I_AVAILTIME
2
2
The I_AVAILTIME item appears in the following database tables:
Database tables
Split/skill tables
Time during the collection interval that POSITIONS were available for
calls from this split/skill. I_AVAILTIME includes I_TAVAILTIME.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was available for
ACD calls in this split/skill.
This is a cumulative item.
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I_DA_ACDTIME
2
2
The I_DA_ACDTIME item appears in the following database tables:
Database tables
Split/skill tables
Time during the collection interval that the agent spent talking on direct
agent ACD calls queued through this split/skill. I_DA_ACDTIME is a
subset of I_OTHERTIME. Requires a Generic 3 switch with the ASAI or
EAS feature for direct agent calling.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent spent talking on
direct agent calls. Does not include HOLDTIME. Requires a Generic 3
switch with the ASAI or EAS feature for direct agent calling.
This is a cumulative item.
I_DA_ACWTIME
2
2
The I_DA_ACWTIME item appears in the following database tables:
Database tables
Split/skill tables
The time that POSITIONS spent in ACW for direct agent ACD calls
queued through this split/skill. I_DA_ACWTIME is a subset of
I_OTHERTIME. Requires a Generic 3 switch with the ASAI or EAS
feature for direct agent calling.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was doing after call
work associated with direct agent ACD calls. Requires a Generic 3 switch
with the ASAI or EAS feature for direct agent calling.
This is a cumulative item.
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I_INOCC
2
2
The I_INOCC item appears in the following database tables:
Database tables
Trunk group tables
The total time during the collection interval that ALL trunks in the trunk
group were occupied by incoming calls. If an incoming call on a
measured trunk is transferred off the switch, the incoming trunk remains
in use for the call and accrues trunk holding time until the caller drops or
the call is released.
This is a cumulative item.
Trunk tables
The total time during the collection interval that the trunk was occupied by
incoming calls. If an incoming call on a measured trunk is transferred off
the switch, the incoming trunk remains in use for the call and accrues
trunk holding time until the caller drops or the call is released.
This is a cumulative item.
I_NORMTIME
2
2
The I_NORMTIME item appears in the following database tables:
Database tables
Split/skill tables
The amount of time in seconds (0-3600) that this skill spent under all
administered thresholds. Requires a DEFINITY ECS R6 or later with
EAS.
This is a cumulative item.
I_OL1TIME
2
2
The I_OL1TIME item appears in the following database tables:
Database tables
Split/skill tables
The amount of time, in seconds (0-3600), that the skill spent over
threshold 1. Requires a DEFINITY ECS R6 or later with EAS.
This is a cumulative item.
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I_OL2TIME
2
2
The I_OL2TIME item appears in the following database tables:
Database tables
Split/skill tables
The amount of time, in seconds (0-3600), that the skill spent over
threshold 2. Requires a DEFINITY ECS R6 or later with EAS.
This is a cumulative item.
I_OTHERTIME
2
2
The I_OTHERTIME item appears in the following database tables:
Database tables
Split/skill tables
The time during the collection interval that POSITIONS were doing other
work. I_OTHERTIME is collected for the time period after the link to the
switch comes up or after the agent logs in and before the CMS receives
notification of the agent’s state from the switch. For Generic 3 switches,
other work includes: while in Auto-In or Manual-In mode, an agent put
any call on hold and performed no further action; the agent had a direct
agent call ringing, was on a direct agent call or in ACW for a direct agent
call; the agent dialed to place a call or activate a feature; or an extension-
in call rang at the agent’s voice terminal with no other activity. For
Generic 3 switches, the other work includes the time agents were logged
into multiple splits/skills and doing work for a split/skill other than this one
(with an ACD call ringing, talking on an ACD call, or in ACW for a
split/skill other than this one). For Generic 3 switches with EAS and
multiple call handling, agents are available in other, multiple call handling
skills, but not in this skill. I_OTHERTIME includes I_ACDOTHERTIME,
I_DA_ACDTIME, and I_DA_ACWTIME.
This is a cumulative item.
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Agent tables
The time during the collection interval that POSITIONS were doing other
work. I_OTHERTIME is collected for the time period after the link to the
switch comes up or after the agent logs in and before the CMS receives
notification of the agent’s state from the switch. For Generic 3 switches,
other work includes: while in Auto-In or Manual-In mode, an agent put
any call on hold and performed no further action; the agent had a direct
agent call ringing, was on a direct agent call or in ACW for a direct agent
call; the agent dialed to place a call or activate a feature; or an extension-
in call rang at the agent’s voice terminal with no other activity. For
Generic 3 switches, the other work includes the time agents were logged
into multiple splits/skills and doing work for a split/skill other than this one
(with an ACD call ringing, talking on an ACD call, or in ACW for a
split/skill other than this one). For Generic 3 switches with EAS and
multiple call handling, agents are available in other, multiple call handling
skills, but not in this skill. I_OTHERTIME includes I_ACDOTHERTIME,
I_DA_ACDTIME, and I_DA_ACWTIME.
This is a cumulative item.
I_OUTOCC
2
2
The I_OUTOCC item appears in the following database tables:
Database tables
Trunk group tables
The time during the collection interval that trunks in this trunk group were
occupied by outgoing calls.
This is a cumulative item.
Trunk tables
The total time during the collection interval that this trunk was occupied
by outbound calls.
This is a cumulative item.
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I_RINGTIME
2
2
The I_RINGTIME item appears in the following database tables:
Database tables
Split/skill tables
The time during the collection interval that agents were in the ringing
state for calls to this split/skill. If the agent changes work modes or
answers/makes another call instead of answering the ringing call,
I_RINGTIME will stop accumulating. RINGTIME is the time the caller
spends ringing and is independent of agent activity. Note: With forced
multiple call handling (Generic 3 Version 4 and later), if an ACD call rings
at the agent’s voice terminal while the agent is talking on another call,
I_RINGTIME does not accumulate. Available on Generic 3 switches for
ring tracking.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent had split/skill and
direct agent ACD calls ringing. If the agent changes work modes or
makes/receives another call instead of answering the ringing call,
I_RINGTIME will stop accumulating. RINGTIME is the time the caller
spends ringing and is independent of agent activity. Available on a
Generic 3 switch for ring tracking.
This is a cumulative item.
I_STAFFTIME
2
2
The I_STAFFTIME item appears in the following database tables:
Database tables
Split/skill tables
The time during the collection interval that POSITIONS were staffed
(logged in). I_STAFFTIME = I_AVAILTIME + I_ACDTIME + I_ACWTIME
+ I_AUXTIME + I_RINGTIME + I_OTHERTIME. I_STAFFTIME includes
I_ACDTIME, I_ACWTIME, I_AUXTIME, I_AVAILTIME, I_OTHERTIME,
and I_RINGTIME.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was staffed (logged
in) in this split/skill. I_STAFFTIME includes I_AUXTIME, I_AVAILABLE,
I_ACDTIME, I_ACWTIME, I_DA_ACDTIME, I_DA_ACWTIME,
I_OTHERTIME, and I_RINGTIME.
This is a cumulative item.
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I_TAUXTIME
2
2
The I_TAUXTIME item appears in the following database tables:
Database tables
Split/skill tables
The time top agents in this split/skill were in AUX mode. This includes
time on AUXIN/AUXOUT calls, received or made without an ACD call on
hold. (Time on AUXIN/AUXOUT calls with an ACD call on hold is tracked
in I_ACDAUXINTIME and I_ACDAUX_OUTTIME.) Available with a
Generic 3 switch with the EAS feature for top skills.
This is a cumulative item.
I_TAVAILTIME
2
2
The I_TAVAILTIME item appears in the following database tables:
Database tables
Split/skill tables
The time top agents in this split/skill were available to receive calls for this
split/skill. Available with a Generic 3 switch with the EAS feature for top
skills.
This is a cumulative item.
I_TOTHERTIME
2
2
The I_TOTHERTIME item appears in the following database tables:
Database tables
Split/skill tables
Time, in seconds, that top agents spent in the OTHER state. Available on
the DEFINITY ECS R6 and later.
This is a cumulative item.
II_DIGITS
2
2
The II_DIGITS item appears in the following database tables:
Database tables
Malicious call trace exception table
Information Indicator digits. Indicates type of originating line the call used.
This is a cumulative item.
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ILN
2
2
The ILN item appears in the following database tables:
Database tables
VDN tables
Internal line number (ILN) of the VDN extension. The ILN is used
internally by the CMS to track data about a VDN.
This is an administrative item.
INACW (real-
time)
2
2
The INACW (real-time) item appears in the following database tables:
Database tables
Split/skill tables
The current number of POSITIONS that are in ACW for this split/skill.
This includes agents on ACWIN/ACWOUT calls as well as agents in
ACW not associated with an ACD call. It does not include agents in ACW
for direct agent ACD calls. INACW includes ONACWIN and
ONACWOUT.
This is a status item.
INAUX (real-
time)
2
2
The INAUX (real-time) item appears in the following database tables:
Database tables
Split/skill tables
The current number of POSITIONS that are in AUX work for all
splits/skills, or on AUXIN/AUXOUT calls. INAUX = INAUX0 + INAUX1 +
INAUX2 + INAUX3 + INAUX4 + INAUX5 + INAUX6 + INAUX7 + INAUX8
+ INAUX9 INAUX includes INAUX0, INAUX1-9, ONACDAUXOUT,
ONAUXIN, and ONAUXOUT.
This is a status item.
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INAUX0
(real-time)
2
2
The INAUX0 item appears in the following database tables:
Database tables
Split/skill tables
The current number of POSITIONS that are in AUX with reason code 0
(zero) for all splits/skills including agents on AUXIN/AUXOUT calls. For
ECS with EAS and later ECS switches, reason code 0 (zero) is for
"system" AUX work when reason codes are active. For switches without
EAS and for releases prior to ECS, INAUX0 will be the same as INAUX.
This is a status item.
INAUX1-9
(real-time)
2
2
The INAUX1-9 item appears in the following database tables:
Database tables
Split/skill tables
The current number of POSITIONS that are in AUX with the reason
codes 1-9 for all splits/skills including agents on AUXIN/AUXOUT calls.
Available on the ECS and later.
This is a status item.
INBOUND
(real-time)
2
2
The INBOUND (real-time) item appears in the following database tables:
Database tables
Trunk group tables
The current number of trunks in the trunk group that are busy on inbound
calls.
This is a status item.
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INCALLS
2
2
The INCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of inbound calls that were carried by this TKGRP and that
completed during the collection interval. INCALLS includes ABNCALLS,
ACDCALLS, OTHERCALLS, CONNECTCALLS, and TRANSFERRED.
INCALLS = ACDCALLS + ABNCALLS + OTHERCALLS.
This is a cumulative item.
Trunk tables
The number of inbound calls carried by this trunk that completed during
the collection interval. This includes calls with short holding times
(SHORTCALLS) but does not include calls that had a trunk failure
(FAILURES). INCALLS = ABNCALLS + ACDCALLS + OTHERCALLS
This is a cumulative item.
Vector tables
The number of inbound calls that were processed by this vector.
INCALLS includes ABNCALLS, RINGCALLS, INFLOWCALLS, and
OTHERCALLS. INCALLS = ACDCALLS + ABNCALLS + OTHERCALLS
This is a cumulative item.
VDN tables
Number of inbound calls that were directed to this VDN. INCALLS
includes ABNCALLS, INFLOWCALLS, OTHERCALLS, RETURNCALLS,
and RINGCALLS (which includes ACDCALLS). INCALLS = ABNCALLS
+ ACDCALLS + OTHERCALLS
This is a cumulative item.
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INCOMPLETE
2
2
The INCOMPLETE item appears in the following database tables:
Database tables
Split/skill tables
Indicates whether or not data is complete for this collection interval. Data
is incomplete whenever the link goes down and whenever tracking is
aborted for calls, due to trunk failures, the trunk going maintenance busy
with a call active (Generic 3 switches), protocol failures with data
collection active, or when split/skill or VDN call profile is changed with
data collection active. The value for interval tables indicates whether data
is incomplete for the interval (0 = NO, 1 = YES). The value in the daily,
weekly, and monthly tables indicates the number of incomplete intervals
in the day, week, or month.
This is a cumulative item.
Agent tables
This indicates whether or not data is complete for this collection interval.
Data is incomplete whenever the link goes down and whenever tracking
is aborted for calls, due to trunk failures, the trunk going maintenance
busy with a call active (Generic 3), protocol failures with data collection
active, or when split/skill or VDN call profile is changed with data
collection active.
The value for interval tables indicates whether data is incomplete for the
interval (0 = NO, 1 = YES). The value in the daily, weekly, and monthly
tables indicates the number of incomplete intervals in the day, week, or
month. Changing split/skill or VDN call profile data while data collection is
active only affects the respective split/skill or VDN data.
This is a cumulative item.
Trunk group tables
This indicates whether or not data is complete for this collection interval.
Data is incomplete whenever the link goes down and whenever tracking
is aborted for calls, due to trunk failures, the trunk going maintenance
busy with a call active (Generic 3), protocol failures with data collection
active, or when split/skill or VDN call profile is changed with data
collection active. The value for interval tables indicates whether data is
incomplete for the interval (0 = N0, 1 = YES). The value in the daily,
weekly, and monthly tables indicates the number of incomplete intervals
in the day, week, or month.
This is a cumulative item.
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Trunk tables
This indicates whether or not data is complete for this collection interval.
Data is incomplete whenever the link goes down and whenever tracking
is aborted for calls, due to trunk failures, the trunk going maintenance
busy with a call active (Generic 3), protocol failures with data collection
active, or when split/skill or VDN call profile is changed with data
collection active. The value for interval tables indicates whether data is
incomplete for the interval (0 = N0, 1 = YES). The value in the daily,
weekly, and monthly tables indicates the number of incomplete intervals
in the day, week, or month. Changing split/skill or VDN call profile data
while data collection is active only affects the respective split/skill or VDN
data.
This is a cumulative item.
Vector tables
This indicates whether or not data is complete for this collection interval.
Data is incomplete whenever the link goes down and whenever tracking
is aborted for calls due to trunk failures, the trunk going maintenance
busy with a call active (Generic 3 and the ECS), protocol failures with
data collection active, or when split/skill or VDN call profile is changed
with data collection active. The value for interval tables indicates whether
data is incomplete for the interval (0 = N0, 1 = YES). The value in the
daily, weekly, and monthly tables indicates the number of incomplete
intervals in the day, week, or month.
This is a cumulative item.
VDN tables
Indicates whether or not data is complete for this collection interval. Data
is incomplete whenever the link goes down and whenever tracking is
aborted for calls, due to trunk failures, the trunk going maintenance busy
with a call active (Generic 3 and the ECS), protocol failures with data
collection active, or when the split/skill or VDN call profile is changed with
data collection active. The value for interval tables indicates whether data
is incomplete for the interval (0 = NO, 1 = YES). The value in the daily,
weekly, and monthly tables indicates the number of incomplete intervals
in the day, week, or month.
This is a cumulative item.
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Call work codes tables
This indicates whether or not data is complete for this interval. Data is
incomplete whenever the link goes down and whenever tracking is
aborted for calls, due to trunk failures, the trunk going maintenance busy
with a call active (Generic 3), protocol failures with data collection active,
or when split/skill or VDN call profile is changed with data collection
active. The value for interval tables indicates whether data collection is
incomplete for the interval (0 = N0, 1 = YES). The value in the daily,
weekly, and monthly tables indicates the number of incomplete intervals
in the day, week, or month. Changing split/skill or VDN call profile data
while data collection is active only affects the respective split/skill or VDN
data.
This is a cumulative item.
INFLAG
2
2
The INFLAG item appears in the following database tables:
Database tables
Agent login/logout tables
If not null, indicates that agent was already logged in when the link came
up. Values are NULL and "<."
INFLOWCALLS
2
2
The INFLOWCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of calls that were redirected to the split/skill’s queue from
another queue.
When a call leaves the VDN (for example, by routing to another VDN) or
leaves vector processing, (for example, by routing to a split/skill) the next
split/skill to which a call queues will not be credited with an inflow. Calls
that ring at an agent and are then requeued to the same split/skill by the
Redirect on No answer feature are counted as inflows to that split/skill.
On Generic 3 switches with vectoring, an inflow is counted for calls that
intraflow from one split’s queue to another (that is, call that queue to a
split after having previously been queued to another split).
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For Generic 3 with vectoring, calls answered by an agent in a non-
primary split/skill are counted as inflows to that split/skill. Calls that
abandon from ringing at an agent’s voice terminal in a non- primary
split/skill are also counted as inflows to that skill.
On Generic 3 Version 2 and newer switches, calls that ring at an agent in
this split/skill and then requeue to the same split/skill by the Redirection
on No Answer to a Split/Skill feature are counted as inflows.
This is a cumulative item.
Vector tables
The number of calls that were redirected to this vector by way of a "go to
vector’’ or a "route to’’ VDN command, or by redirection on no answer to a
VDN.
This is a cumulative item.
VDN tables
The number of calls that were redirected into the VDN by way of a "route
to" VDN command, or by Redirection on No Answer to this VDN.
This is a cumulative item.
INPROGRESS
(real-time)
2
2
The INPROGRESS (real-time) item appears in the following database
tables:
Database tables
Vector tables
The current number of inbound calls that are being processed by this
VECTOR until the disposition of the call is known. Calls are no longer
counted as in progress on the vector when they have been answered,
abandoned, outflowed from the vector, at the beginning of forced busy, or
dropped on a forced disconnect. INPROGRESS includes INQUEUE and
INRING.
This is a status item.
VDN tables
The current number of inbound calls that are associated with this VDN.
Calls are considered to be in progress in the VDN until they route to
another VDN, route off the switch, are transferred, or the trunk carrying
them goes idle. INPROGRESS includes ATAGENT and INVECTOR.
This is a status item.
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INQUEUE
(real-time)
2
2
The INQUEUE (real-time) item appears in the following database tables:
Database tables
Split/skill tables
Current number of split/skill ACD calls waiting in queue.
This is a status item.
Vector tables
The current number of INPROGRESS calls that are in split/skill or direct
agent ACD queues.
This is a status item.
VDN tables
The current number of INPROGRESS calls that are in a split/skill or
direct agent ACD queues.
This is a status item.
INRING (real-
time)
2
2
The INRING (real-time) item appears in the following database tables:
Database tables
Split/skill tables
Current number of split/skill ACD calls which are ringing at agent
positions for this split/skill. Available on Generic 3 switches for ring
tracking.
This is a status item.
Vector tables
The current number of INPROGRESS split/skill and direct agent ACD
calls that are ringing at an agent position. Available on Generic 3
switches and on the ECS.
This is a status item.
VDN tables
The current number of INPROGRESS split/skill and direct agent ACD
calls that are ringing at an agent position. Available on Generic 3
switches and on the ECS.
This is a status item.
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INTERFLOW-
CALLS
2
2
The INTERFLOWCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of OUTFLOWCALLS that were redirected to a destination
outside the switch.
This is a cumulative item.
Vector tables
Number of OUTFLOWCALLS that were directed to an off- switch
location. INTERFLOWCALLS includes LOOKFLOWCALLS.
This is a cumulative item.
VDN tables
The number of OUTFLOWCALLS that were redirected to a destination
outside the switch. INTERFLOWCALLS includes LOOKFLOWCALLS.
This is a cumulative item.
INTIME
2
2
The INTIME item appears in the following database tables:
Database tables
Trunk group tables
The trunk holding time for all INCALLS carried by trunks in this trunk
group that completed during the collection interval. Trunk holding time is
the time from the initial trunk seizure until the trunk goes idle (that is, until
the caller drops, the agent releases the call, or the switch disconnects the
call). If an incoming call on a measured trunk is transferred off the switch,
the incoming trunk remains in use for the call and accrues trunk holding
time until the caller drops or the call is released.
This is a cumulative item.
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Trunk tables
The trunk holding time for all INCALLS carried by this trunk that
completed during the collection interval. Trunk holding time is the time
from the initial trunk seizure until the trunk goes idle (that is, until the
caller drops, the agent releases the call, or the switch disconnects the
call). If an incoming call on a measured trunk is transferred off the switch,
the incoming trunk remains in use for the call and accrues trunk holding
time until the caller drops or the call is released.
This is a cumulative item.
Vector tables
The time all DISCCALLS spent in this VECTOR. The time until the trunk
drops following the forced disconnect command for those calls recorded
as DISCCALLS.
This is a cumulative item.
VDN tables
The time spent by INCALLS in this VDN. INTIME = ACDTIME +
ABNTIME + ANSTIME + HOLDTIME + OTHERTIME.
This is a cumulative item.
INTRVL
2
2
The INTRVL item appears in the following database tables:
Database tables
Split/skill tables
Number of minutes in the intrahour interval (15, 30, or 60). INTRVL
applies to intrahour tables only.
This is an administrative item.
Agent tables
The number of minutes in the intrahour interval (15, 30, or 60). INTRVL
applies to intrahour intervals only.
This is an administrative item.
Trunk group tables
The number of minutes in the intrahour interval (15, 30, or 60). INTRVL
applies to intrahour tables only.
This is an administrative item.
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Trunk tables
The number of minutes in the intrahour interval (15, 30, or 60). INTRVL
applies to intrahour intervals only.
This is an administrative item.
Vector tables
The number of OUTFLOWCALLS that were redirected to another vector
by way of a "go to vector’’ command. Available on Generic 3 switches
and on the ECS.
This is an administrative item.
VDN tables
The number of minutes in the timed period (15, 30, or 60). INTRVL
applies to intrahour tables only.
This is an administrative item.
Call work codes tables
The number of minutes in the intrahour interval (15, 30, or 60). INTRVL
applies to intrahour tables only.
This is an administrative item.
Current day report tables
Length of intrahour interval (15, 30, or 60). INTRVL applies to intrahour
tables only.
INVECTOR
(real-time)
2
2
The INVECTOR (real-time) item appears in the following database
tables:
Database tables
VDN tables
The current number of INPROGRESS calls that are being processed by
a vector. Calls that are in queue and calls that are ringing are still counted
as INVECTOR. Calls are no longer counted as INVECTOR when they
connect to a station, are answered by an agent, abandon, or outflow from
the VDN. INVECTOR includes INQUEUE and INRING.
This is a status item.
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ITN (index)
2
2
The ITN (index) item appears in the following database tables:
Database tables
Trunk tables
The internal trunk number of the trunk.
This is a row identifier item.
KEYBD_DIALED
2
2
The KEYBD_DIALED item appears in the following database tables:
Database tables
Agent trace tables
Call was keyboard dialed. Available on Generic 3 switches with the ASAI
feature.
LASTCWC
2
2
The LASTCWC item appears in the following database tables:
Database tables
Call record tables
The last call work code (up to 16 digits) entered by the answering agent
in this segment. Applies to Generic 3 switches and the ECS only.
LASTDIGITS
2
2
The LASTDIGITS item appears in the following database tables:
Database tables
Call record tables
Last set of collected digits sent to the CMS by the switch for this call.
These are digits the switch sends to CMS when it executes a "collect"
vector command. The digits may be digits the caller was prompted to
enter, either through the prompting feature on the switch or through
network-prompted digits ("caller-entered digits (CED)"), customer
database-provided digits ("CDPD" from the network), or digits collected
through a "converse" vector command. Available on ECS switches.
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LASTOBSERVER
2
The LASTOBSERVER item appears in the following database tables:
Database tables
2
Call record tables
Login ID of the last agent who service-observed or bridged on to this call.
LEVEL
(real-time)
2
2
The LEVEL item appears in the following database tables:
Database tables
Agent tables
The skill level (1-16) or reserve level (1 or 2) for a reserve skill associated
with SPLIT. Requires an R5 or R6 or later ECS with EAS.
This is a status item.
LOC_ID
2
2
The LOC_ID item appears in the following database tables:
Database tables
Agent tables
The equipment location ID associated with a particular agent. This is the
location ID of the terminal the agent is logged into. It is associated with a
port network location ID on DEFINITY, and is 1 – 44 characters long. An
agent can be associated with many location IDs, and a location ID is not
assigned to an agent until that agent logs into a terminal.
Agent Login/Logout table
The equipment location ID associated with a particular agent. This is the
location ID of the terminal the agent is logged into. It is associated with a
port network location ID on DEFINITY, and is 1 – 44 characters long. An
agent can be associated with many location IDs, and a location ID is not
assigned to an agent until that agent logs into a terminal.
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Agent Trace table
The equipment location ID associated with a particular agent. This is the
location ID of the terminal the agent is logged into. It is associated with a
port network location ID on DEFINITY, and is 1 – 44 characters long. An
agent can be associated with many location IDs, and a location ID is not
assigned to an agent until that agent logs into a terminal.
Trunk tables
The DEFINITY location ID, 1– 44 characters long, associated with the
trunk. The location ID is not directly assigned to a trunk, but is assigned
to a port network location on DEFINITY. Each trunk whose equipment
location belongs to a specific port network will be associated with that
post network's location ID.
LOGID
2
2
The LOGID item appears in the following database tables:
Database tables
Agent tables
This is an index item.
The Login ID that was used to staff the EXTENSION. Agents in multiple
splits/skills have one LOGID.
This is an administrative item.
Trunk tables
This is a real-time item.
The Login ID of the agent handling the call currently carried by this trunk.
This is blank (NULL) when the trunk is idle.
This is a status item.
Agent trace tables
This is an index item.
Login ID that was used to staff the EXTENSION. Agents in multiple
splits/skills have one LOGID.
Agent login/logout tables
Login ID that was used to staff the EXTENSION. Agents in multiple
splits/skills have one LOGID.
Agent exception tables
Login ID of the agent who had the exception.
This is a cumulative.
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Trunk group exception table
Login ID of the agent reporting audio difficulty.
This is a cumulative item.
Malicious call trace exception table
Login ID of the agent initiating a malicious call trace.
This is a cumulative item.
LOGIN
2
2
The LOGIN item appears in the following database tables:
Database tables
Agent login/logout tables
Time at which the agent logged into this extension and split/skill with the
given login ID. This field is a standard UNIX time field; that is, the time is
stored as the number of seconds since January 1, 1970.
LOGONSKILL
(real-time)
2
2
The LOGONSKILL (real-time) item appears in the following database
tables:
Database tables
Agent tables
The first split/skill the agent logged in with. Requires a Generic 3 switch
with EAS.
This is a status item.
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LOGONSKILL2-
20
(real-time)
2
2
The LOGONSKILL2-20 item appears in the following database tables:
Database tables
Agent tables
This is a real-time item.
The second through twentieth skills the agent logged in with. The number
of skills per agent depends on the type of switch. Available on the ECS
with the EAS feature and Generic 3 switches with the EAS feature.
This is a status item.
Agent login/logout tables
The second through twentieth skills the agent logged in with. NOTE: The
number of skills per agent depends on the type of switch. Available on
the ECS with the EAS feature and later Generic 3 switches with the EAS
feature.
LOGONSTART
(real-time)
2
2
The LOGONSTART (real-time) item appears in the following database
tables:
Database tables
Agent tables
The time of day that the agent logged into this SPLIT. This field is not set
unless the agent is logged in. If the agent has not logged in during the
collection interval, the value will be blank. Valid values are null and time-
of-day.
This is a status item.
LOGOUT
2
2
The LOGOUT item appears in the following database tables:
Database tables
Agent login/logout tables
Time at which the agent logged out.
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LOGOUT_DATE
2
2
The LOGOUT_DATE item appears in the following database tables:
Database tables
Agent login/logout tables
Date on which the agent logged out. This field is a standard UNIX time
field; that is, the time is stored as the number of seconds since January 1,
1970.
LOGOUTREA-
SON
2
2
The LOGOUTREASON item appears in the following database tables:
Database tables
Agent login/logout tables
Reason code (0 through 9) associated with the agent’s logout. For switch
releases earlier than the ECS or switch releases that do not have the
EAS feature and reason codes active, this field will always contain a 0
when the agent has logged out.
Agent trace tables
Reason code (0 through 9) associated with the agent’s logout. For switch
releases earlier than the ECS or switch releases that do not have the
EAS feature and reason codes active, this field will always contain 0
when the agent has logged out.
LOOKATTEMPTS
2
The LOOKATTEMPTS item appears in the following database tables:
Database tables
2
Vector tables
The time all GOTOCALLS spent in this vector before being redirected to
another vector. Available on Generic 3 switches and on the ECS.
This is a cumulative item.
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VDN tables
The number of look-ahead interflow attempts for calls in this VDN.
Available on Generic 3 switches and on the ECS with the vectoring and
look-ahead interflow features. LOOKATTEMPTS includes
LOOKFLOWCALLS.
This is a cumulative item.
LOOKFLOW-
CALLS
2
2
The LOOKFLOWCALLS item appears in the following database tables:
Database tables
Vector tables
Number of INTERFLOWCALLS that were redirected by way of the
Lookahead Interflow feature. Available on Generic 3 switches with the
Lookahead Interflow feature.
This is a cumulative item.
VDN tables
Number of INTERFLOWCALLS that were redirected by way of the
Lookahead Interflow feature. Available on Generic 3 switches with the
Lookahead Interflow feature.
This is a cumulative item.
LOWCALLS
2
2
The LOWCALLS item appears in the following database tables:
Database tables
Split/skill tables
For switches with vectoring, this is the number of ACDCALLS with low
priority that were answered by this split/skill. For switches without
vectoring, this is the number of ACDCALLS with no priority that were
answered by this split/skill.
This is a cumulative item.
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MALICIOUS
(real-time)
2
2
The MALICIOUS item appears in the following database tables:
Database tables
Agent tables
This is a real-time item.
This indicates whether a malicious call trace is active for the agent for
any split/skill. Values for MALICIOUS are 0= NO, 1 = YES. Available on
Generic 3 switches (except for Generic 3i Version 1 switches).
This is a status item.
Call record tables
Indicates whether or not a malicious call trace was activated for this call
segment. Valid values for MALICIOUS are 0=NO, 1=YES. Applies to the
ECS and Generic 3 switches.
MAXINQUEUE
2
2
The MAXINQUEUE item appears in the following database tables:
Database tables
Split/skill tables
Maximum number of simultaneous calls in this split’s/skill’s queue during
the collection interval.
This is a maximum value item.
MAXOCWTIME
2
2
The MAXOCWTIME item appears in the following database tables:
Database tables
Split/skill tables
Maximum amount of time that a call, recorded during the collection
interval, waited in queue and ringing before an agent answered in this
split/skill, the caller abandoned, or the call was redirected, received a
busy signal, or was disconnected.
This is a maximum value item.
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VDN tables
The maximum time that a call, recorded during the collection interval,
waited in the VDN before being answered (ACD calls) or connected (non-
ACD calls), abandoning, being redirected, receiving a busy signal or
being disconnected. This applies only to the first disposition of the call.
This is a maximum value item.
MAXSTAFFED
2
2
The MAXSTAFFED item appears in the following database tables:
Database tables
Split/skill tables
Maximum number of agent POSITIONS that were simultaneously staffed
during the collection interval. MAXSTAFFED includes MAXTOP.
This is a maximum value item.
MAXTOP
2
2
The MAXTOP item appears in the following database tables:
Database tables
Split/skill tables
Maximum number of top agents that were staffed during the collection
interval in this split/skill.
This is a maximum value item.
MAX_TOT_
PERCENTS
2
2
The MAX_TOT_PERCENTS item appears in the following database
tables:
Database tables
Split/skill tables
The maximum total staffed agent percentages allocated to a skill.
Requires a DEFINITY ECS R6 or later with EAS.
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MAXWAITING
2
2
The MAXWAITING item appears in the following database tables:
Database tables
VDN tables
Maximum number of calls simultaneously in progress in the VDN during
the collection interval.
This is a maximum value item.
MBUSY (real-
time)
2
2
The MBUSY (real-time) item appears in the following database tables:
Database tables
Trunk group tables
The current number of trunks in the trunk group that are maintenance
busy.
This is a status item.
MBUSYTIME
2
2
The MBUSYTIME item appears in the following database tables:
Database tables
Trunk group tables
The total time during the collection interval that trunks in the trunk group
were maintenance busy.
This is a cumulative item.
Trunk tables
The total time during the collection interval that this trunk was
maintenance busy.
This is a cumulative item.
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MCT
2
2
The MCT item appears in the following database tables:
Database tables
Agent trace tables
The agent activated a malicious call trace. Available on Generic 3
switches.
MEDCALLS
2
2
The MEDCALLS item appears in the following database tables:
Database tables
Split/skill tables
For switches with vectoring, the number of ACDCALLS with medium
priority that were answered by agents in the split/skill. For example,
answered calls that were queued to the split/skill with medium priority by
a queue to main or check backup vector command.
For Generic 3 with vectoring, MEDCALLS includes calls that were
queued to a split/skill with no priority using the route to or messaging split
vector commands, calls that queued directly to a non-vector-controlled
split with no priority, and calls that intraflowed to a split/skill with no
priority.
For switches without vectoring, the number of ACDCALLS with "yes"
priority that were answered by agents in the split/skill.
This is a cumulative item.
MOVEPENDING
(real-time)
2
2
The MOVEPENDING (real-time) item appears in the following database
tables:
Database tables
Agent tables
This is an administrative item. move to a new split or skill or a change of
skills is pending for this agent. This is only available for G3V4 and newer
switches with the "Move Agent While Staffed" feature. Values for
MOVEPENDING are 0= NO, 1 = YES.
This is a status item.
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NETDISCCALLS
2
2
The NETDISCCALLS item appears in the following database tables:
Database tables
Vector tables
Number of disconnected calls for the reply step in BSR. Requires the
DEFINITY ECS R6 and later.
This is a cumulative item.
VDN tables
Number of calls that disconnected from the BSR reply step. Requires the
R6 and later ECS.
This is a cumulative item.
NETINCALLS
2
2
The NETINCALLS item appears in the following database tables:
Database tables
VDN tables
Calls that interflowed in from the network in BSR. Requires the R6 and
later ECS.
This is a cumulative item.
NETINTIME
2
2
The NETINTIME item appears in the following database tables:
Database tables
VDN tables
Time, in seconds, that the call was in a VDN somewhere else in the
network. Requires the R6 and later ECS.
This is a cumulative item.
Call record tables
The time the call spent in a VDN processing at another switch located
elsewhere in the network. Requires the DEFINITY ECS R6 and later.
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NETPOLLS
2
2
The NETPOLLS item appears in the following database tables:
Database tables
Vector tables
Number of network polls for the consider steps in BSR. Requires the
DEFINITY ECS R6 and later.
This is a cumulative item.
VDN tables
Number of network polls for BSR consider steps. Requires the R6 and
later ECS.
This is a cumulative item.
NOANSREDIR
2
2
The NOANSREDIR item appears in the following database tables:
Database tables
Split/skill tables
Number of split/skill ACD calls that rang at agent positions in the split/skill
and then were automatically redirected back to the split/skill queue or to a
VDN by the Redirection on No Answer feature because they were not
answered.
Available on Generic 3 Version 2 and newer switches.
Note: When a call is requeued to the same split/skill using the
Redirection on No Answer feature, it is counted as an outflow from the
split/skill and an inflow to the same split/skill. This is not true for calls that
are redirected to a VDN using the Redirection on No Answer feature,
rather than redirecting the call back to the same split/skill.
Such calls count as outflows from the original split or skill, but do not
count as inflows to the next split/skill to which they are queued through
the new VDN. It is also counted as a NOANSREDIR call and so can be
subtracted out from the outflows and from the inflows to calculate the
number of outflows and inflows that were not due to requeuing the call to
the same split.
This is a cumulative item.
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Agent tables
The number of split/skill and direct agent ACD calls that rang at this
agent’s voice terminal and then were automatically redirected by the
Redirection on No Answer feature because they were not answered.
Split/skill ACD calls are requeued to the split/skill or VDN, direct agent
ACD calls are redirected to the agent’s coverage path. Redirection On No
Answer to a split/skill is available on DEFINITY ECS or Generic 3 Version
2 or later switches. Redirection On No Answer to a VDN is only available
on DEFINITY ECS.
This is a cumulative item.
VDN tables
Number of split/skill and direct agent ACD calls that rang at agent
stations and then were automatically redirected by the Redirection on No
Answer feature because they were not answered. Available on Generic 3
Version 2 and newer switches and on the ECS.
This is a cumulative item.
NUMAGREQ
2
2
The NUMAGREQ item appears in the following database tables:
Database tables
Current day report tables
Number of agents required to handle FCALLS.
NUMINUSE
(real-time)
2
2
The NUMINUSE (real-time) item appears in the following database
tables:
Database tables
Trunk group tables
The current number of TRUNKS that are busy (on calls or maintenance
busy). NUMINUSE = INBOUND + OUTBOUND + MBUSY
This is a status item.
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NUMTGS
2
2
The NUMTGS item appears in the following database tables:
Database tables
VDN tables
Number of trunk groups assigned to this VDN.
This is an administrative item.
NUMVDNS
2
2
The NUMVDNS item appears in the following database tables:
Database tables
Vector tables
The current number of VDNs that are assigned to this VECTOR.
This is an administrative item.
O_ABNCALLS
2
2
The O_ABNCALLS item appears in the following database tables:
Database tables
Split/skill tables
The number of ABNCALLS that were placed by an adjunct, that is, the
number of outbound predictive dialing calls that were abandoned by the
far end. O_ABNCALLS is a subset of ABNCALLS. Available for outbound
calls on Generic 3 switches with the ASAI feature.
This is a cumulative item.
Trunk group tables
The number of OUTCALLS on this trunk group that were offered by an
adjunct as split/skill or direct agent ACD calls and were answered then
abandoned by the far end. Available on Generic 3 switches with the ASAI
feature.
This is a cumulative item.
Trunk tables
The number of OUTCALLS on this trunk that were offered by an adjunct
as split/skill or direct agent ACD calls and were answered then
abandoned by the far end before talking to an agent. Available on
Generic 3 switches with the ASAI feature.
This is a cumulative item.
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O_ACDCALLS
2
2
The O_ACDCALLS item appears in the following database tables:
Database tables
Split/skill tables
The number of ACDCALLS that were placed by an adjunct (outbound
predictive dialing). O_ACDCALLS includes DA_ACDCALLS. Available
for outbound calls on Generic 3 switches with the ASAI feature.
This is a cumulative item.
Agent tables
The number of ACDCALLS and DA_ACDCALLS that were placed by an
adjunct (predictive dialing). Available for outbound calling on a Generic 3
switch with the ASAI feature.
This is a cumulative item.
Trunk group tables
The number of OUTCALLS from this trunk group that were offered by an
adjunct to one or more splits/skills and were answered by an agent.
Available on Generic 3 switches with the ASAI feature.
This is a cumulative item.
Trunk tables
The number of OUTCALLS from this trunk that were offered by an
adjunct as split/skill or direct agent ACD calls and were answered by an
agent. Available on Generic 3 switches with the ASAI feature.
This is a cumulative item.
O_ACDTIME
2
2
The O_ACDTIME item appears in the following database tables:
Database tables
Split/skill tables
The talk time of all O_ACDCALLS (does not include time calls spent on
hold). Available for outbound calls on Generic 3 switches with the ASAI
feature. ACDTIME includes O_ACDTIM E.
This is a cumulative item.
Agent tables
The talk time of all O_ACDCALLS (does not include time calls spent on
hold). This time is included in ACDTIME. Available for outbound calling
on Generic 3 switches with the ASAI feature.
This is a cumulative item.
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O_ACWTIME
2
2
The O_ACWTIME item appears in the following database tables:
Database tables
Split/skill tables
The duration of all after call work associated with O_ACDCALL status.
Available for outbound calls on Generic 3 switches with the ASAI feature.
O_ACWTIME is included in ACWTIME.
This is a cumulative item.
Agent tables
The duration of all ACW associated with O_ACDCALLS. O_ACWTIME is
included in ACWTIME. Available for outbound calling on Generic 3
switches with the ASAI feature.
This is a cumulative item.
O_OTHER-
CALLS
2
2
The O_OTHERCALLS item appears in the following database tables:
Database tables
Split/skill tables
The number of outbound calls queued to this split/skill that were not
answered or abandoned as ACD split/skill calls. These include forced
busy calls and calls with unknown dispositions. Available for outbound
calls on Generic 3 switches with the ASAI feature.
This is a cumulative item.
Trunk group tables
The number of OUTCALLS on this trunk group that were not answered or
abandoned as ACD split/skill calls. These include extension out calls,
calls forced busy and forced disconnected, short outgoing calls, and calls
with unknown dispositions. O_OTHERCALLS includes SHORTCALLS.
This is a cumulative item.
Trunk tables
The number of OUTCALLS on this trunk that were not answered as ACD
split/skill calls or abandoned. These include extension out calls, forced
busy calls, short outgoing calls, and calls with unknown dispositions.
O_OTHERCALLS includes SHORTCALLS.
This is a cumulative item.
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OBSERVING-
CALL
2
2
The OBSERVINGCALL item appears in the following database tables:
Database tables
Call record tables
Whether this call represents an agent observing or bridging on to an
existing call. Valid values for OBSERVINGCALL are 0=NO, 1=YES.
OBSLOCID
2
2
The OBSLOCID item appears in the following database tables:
Database tables
Call record tables
The location ID of an agent observing or bridging on to an existing call.
OLDESTCALL
(real-time)
2
2
The OLDESTCALL (real-time) item appears in the following database
tables:
Database tables
Split/skill tables
The number of seconds the oldest split/skill ACD call has waited in queue
or ringing.
This is a status item.
VDN tables
Number of seconds that the oldest call waited to be answered ringing in
this VDN.
This is a status item.
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OLDEST_LOG-
ON (real-time)
2
2
The OLDEST_LOGON (real-time) item appears in the following database
tables:
Database tables
Agent tables
The split/skill the agent has been logged into the longest. For Generic 3
switches with EAS, this is always the first administered skill.
This is a status item.
ONACD (real-
time)
2
2
The ONACD (real-time) item appears in the following database tables:
Database tables
Split/skill tables
The current number of POSITIONS that are on inbound and outbound
ACD calls to this split/skill. ONACD includes ONACDOUT.
This is a status item.
ONACDAUXOUT
(real-time)
2
2
The ONACDAUXOUT (real-time) item appears in the following database
tables:
Database tables
Split/skill tables
The current number of POSITIONS that are on AUXOUT calls with an
ACD call on hold for this split/skill. For agents in multiple skills with
multiple call handling, the last call the agent put on hold was for this skill.
Available for Generic 3 switches.
This is a status item.
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ONACDOUT
(real-time)
2
2
The ONACDOUT (real-time) item appears in the following database
tables:
Database tables
Split/skill tables
The current number of POSITIONS that are on outbound calls placed by
an adjunct to this split/skill. Available for outbound calls on Generic 3
switches with the ASAI feature.
This is a status item.
ONACWIN
(real-time)
2
2
The ONACWIN (real-time) item appears in the following database tables:
Database tables
Split/skill tables
The current number of POSITIONS that are in ACW for this split/skill and
on inbound extension calls. These agents also appear in INACW.
ONACWIN includes agents receiving extension calls from ACW
associated with split/skill ACD calls and from ACW not associated with an
ACD call.
This is a status item.
ONACWOUT
(real-time)
2
2
The ONACWOUT (real-time) item appears in the following database
tables:
Database tables
Split/skill tables
The current number of POSITIONS that are in ACW for this split/skill and
on outbound extension calls. These agents also appear in INACW.
ONACWOUT includes agents making extension calls from ACW
associated with split/skill ACD calls and from ACW not associated with an
ACD call.
This is a status item.
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ONAUXIN
(real-time)
2
2
The ONAUXIN (real-time) item appears in the following database tables:
Database tables
Split/skill tables
The current number of POSITIONS that are in AUX work or AVAILABLE,
or, for Generic 3 switches, including agents who have an ACD or
AUXIN/AUXOUT call on hold, and on inbound extension calls, where
SPLIT is OLDEST LOGON.
This is a status item.
ONAUXOUT
(real-time)
2
2
The ONAUXOUT (real-time) item appears in the following database
tables:
Database tables
Split/skill tables
The current number of POSITIONS that are in AUX work or AVAILABLE
or, for Generic 3 switches, including agents who have an ACD or
AUXIN/AUXOUT call attributed to this split/skill on hold, and on outbound
extension calls.
This is a status item.
ONHOLD
(real-time)
2
2
The ONHOLD (real-time) item appears in the following database tables:
Database tables
Split/skill tables
The current number of split/skill ACD calls for this split/skill that are on
hold at agent positions. For Generic 3 switches, ONHOLD includes all
calls. Available on Generic 3 switches.
This is a status item.
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Agent tables
The current number of calls for any split/skill on hold at the agent’s
station. ONHOLD includes ACDONHOLD. For Generic 3 switches,
ONHOLD includes all calls.
This is a status item.
ORIGHOLDTIME
2
2
The ORIGHOLDTIME item appears in the following database tables:
Database tables
Call record tables
The total time the call was put on hold by the originating agent. Requires
the DEFINITY ECS R6 and later.
ORIGIN (real-
time)
2
2
The ORIGIN (real-time) item appears in the following database tables:
Database tables
Agent tables
The outbound call origination for the call the agent is currently talking on
for any split/skill. Valid values for ORIGIN are blank, PHONE, and
KEYBOARD (adjunct-dialed).
This is a status item.
ORIGLOCID
2
2
The ORIGLOCID item appears in the following database tables:
Database tables
Call record tables
The location ID of the agent originating the call.
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ORIGLOGIN
2
2
The ORIGLOGIN item appears in the following database tables:
Database tables
Call record tables
Login ID of the agent originating the call. This is used for calls an agent
originates to another agent, to an on-switch extension, or to an external
destination.
ORIGREASON
2
2
The ORIGREASON item appears in the following database tables:
Database tables
Call record tables
The reason code (0 through 9) associated with the originating agent’s
mode, if the agent is in the AUX mode. For agents in AUX on switches
with releases prior to the ECS or switches that do not have EAS and
reason codes active, ORIGREASON is always 0.
OTHER (real-
time)
2
2
The OTHER (real-time) item appears in the following database tables:
Database tables
Split/skill tables
The current number of POSITIONS doing OTHER work. Agent
POSITIONS will show up in OTHER directly after the link to the switch
comes up and directly after the agents log in before the CMS is notified of
the agent’s work state.
For Generic 3 switches, other work includes: while in Auto-In or Manual-
In mode, an agent put any call on hold and perform no further action; the
agent is on a direct agent call or in ACW for a direct agent call; the agent
is dialing to place a call or to activate a feature; an extension call or a
direct agent ACD call is ringing with no other activity.
For Generic 3 switches without EAS, agents are logged into multiple
splits and doing work for a split other than this one (on an ACD call, in
ACW, or on a personal call attributed to a split other than this one.
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For Generic 3 switches with EAS, agents are logged into multiple splits
and doing work for a split other than this one (on an ACD call or in call-
related ACW).
For Generic 3 switches with multiple call handling, agents are available
for other skills.
This is a status item.
OTHERCALLS
2
2
The OTHERCALLS item appears in the following database tables:
Database tables
Split/skill tables
The number of calls offered to this split/skill that did not abandon and
were not answered by an ACD agent for this split/skill. OTHERCALLS =
BUSYCALLS + DISCCALLS + OUTFLOWCALLS + DEQUEUECALLS
This is a cumulative item.
Trunk group tables
The number of INCALLS carried by this trunk group that were not
answered as split/skill or direct agent ACD calls or abandoned. These
include forced busy calls, forced disconnect calls, calls that were
connected to a non-ACD destination, short inbound calls, calls that
outflowed off the switch, and calls with unknown dispositions.
OTHERCALLS includes BUSYCALLS, DISCCALLS, SHORTCALLS, and
CONNECTCALLS. OTHERCALLS = INCALLS - ACDCALLS -
ABNCALLS.
This is a cumulative item.
Trunk tables
The number of INCALLS carried by this trunk that were not answered as
split/skill or direct agent ACD calls or abandoned. These include forced
busy calls, forced disconnect calls, calls that were connected to a non-
ACD destination, short inbound calls, and calls with unknown
dispositions. OTHERCALLS includes BUSYCALLS, DISCCALLS,
SHORTCALLS and CONNECTCALLS. OTHERCALLS = INCALLS -
ACDCALLS - ABNCALLS
This is a status item.
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Vector tables
The number of INCALLS that were redirected out of the vector, given a
busy signal, or were disconnected. OTHERCALLS includes
BUSYCALLS, DISCCALLS, and OUTFLOWCALLS. OTHERCALLS =
INCALLS - ACDCALLS - ABNCALLS
This is a status item.
VDN tables
Number of calls that were given a forced busy, forced disconnect, or
outflowed from the switch, and non-ACD calls that were answered
(CONNECTCALLS). OTHERCALLS includes BUSYCALLS,
CONNECTCALLS, DISCCALLS, and OUTFLOWCALLS. OTHERCALLS
= INCALLS - ACDCALLS - ABNCALLS
This is a cumulative item.
OTHERTIME
2
2
The OTHERTIME item appears in the following database tables:
Database tables
Split/skill tables
The time OTHERCALLS waited in queue until the disposition was known
and the call left the split/skill. Note: OTHERTIME relates to time for
OTHERCALLS and is not related to I_OTHERTIME, which is the time
agents spent in the OTHER state. OTHERTIME = BUSYTIME +
DEQUETIME + DISCTIME + OUTFLOWTIME.
This is a cumulative item.
Vector tables
The time OTHERCALLS spent in the vector until the disposition was
known and the call left the vector. OTHERTIME includes BUSYTIME,
DISCTIME, and OUTFLOWTIME.
This is a cumulative item.
VDN tables
Duration of all OTHERCALLS until the calls leave the VDN (the calls
drop, are sent to another VDN, are transferred, or are sent outside the
switch). OTHERTIME includes BUSYTIME, CONNECTTIME,
CONNTALKTIME, DISCTIME, and OUTFLOWTIME.
This is a cumulative item.
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OUTBOUND
(real-time)
2
2
The OUTBOUND (real-time) item appears in the following database
tables:
Database tables
Trunk group tables
The current number of trunks in this trunk group that are busy on
outbound calls. OUTBOUND includes ADJUNCTOUT.
This is a status item.
OUTCALLS
2
2
The OUTCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of outbound calls that were carried by this TKGRP and were
completed during the collection interval. OUTCALLS includes
COMPLETED, O_ABNCALLS, O_ACDCALLS, O_OTHERCALLS,
TRANSFERRED, and SHORTCALLS. OUTCALLS = O_ACDCALLS +
O_ABNCALLS + O_OTHERCALLS.
This is a cumulative item.
Trunk tables
The number of outbound calls that were carried by the trunk and were
completed during the collection interval. OUTCALLS includes
COMPLETED, O_ABNCALLS, O_ACDCALLS, O_OTHERCALLS,
TRANSFERRED and SHORTCALLS. OUTCALLS = O_ACDCALLS +
O_ABNCALLS + O_OTHERCALLS
This is a cumulative item.
OUTFLAG
2
2
The OUTFLAG item appears in the following database tables:
Database tables
Agent login/logout tables
If not null, indicates that the agent logged out while the link was down.
Values are NULL and ">."
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OUTFLOW-
CALLS
2
2
The OUTFLOWCALLS item appears in the following database tables:
Database tables
Split/skill tables
Number of CALLSOFFERED that were redirected to another destination
while queued to this split/skill. This can happen under different
circumstances, depending on the switch release and on whether
vectoring is active or not. For Generic 3 switches without vectoring, this is
the number of CALLSOFFERED that were redirected to another
destination while queued to this split/skill.
This can happen if:
●
the call intraflowed or interflowed.
●
the split/skill call forwarding was active.
●
a ringing ACD call was answered using call pickup.
●
a ringing ACD call redirected on no answer.
For Generic 3 switches with vectoring, the number of outflow calls are
counted if:
●
a ringing ACD call redirected on no answer.
●
the call rang at an agent in this split/skill and was answered using
call pickup.
●
the call was routed to another VDN.
●
the call routed to a number or digits.
●
the call queued to a messaging split/skill.
●
the call queued to this split/skill as the primary split/skill and was
answered by an agent in another split/skill, rang at an agent in
another split/skill and then abandoned or was redirected by the
Redirection on No Answer feature (for Generic 3 Version 2 and later
switch releases).
For Generic 3 Version 2 switches, this is the number of CALLSOFFERED
that were redirected to another destination while queued to this split/skill.
This can happen by requeueing to the same split/skill via the Redirect on
No Answer feature.
OUTFLOWCALLS includes INTERFLOWCALLS, NOANSREDIR, and
SLVLOUTFLOWS.
This is a cumulative item.
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Vector tables
The number of INCALLS that were redirected to another destination by
way of a "go to vector’’ command or by a ’’route to’’ or ’’adjunct routing’’
command to a destination other than a split/skill or direct agent. (Calls
that route to a split/skill or direct agent by way of a "route to,’’ "adjunct
routing,’’ or "messaging split/skill’’ command are still tracked in the
vector.) OUTFLOWCALLS includes GOTOCALLS and
INTERFLOWCALLS.
This is a cumulative item.
VDN tables
Number of INCALLS that were redirected to another VDN or to a
destination outside the switch by way of a "route to" or "adjunct routing"
command, or were redirected to another VDN by the Redirect on No
Answer feature. Note that calls are only counted as outflows from the
VDN when they are redirected to another VDN or to an off-switch
destination. Calls in the VDN that route to other destinations, such as
split/skills or extensions, are not counted as outflows from the VDN.
OUTFLOWCALLS includes INTERFLOWCALLS and SLVLOUTFLOWS.
This is a cumulative item.
OUTFLOWTIME
2
2
The OUTFLOWTIME item appears in the following database tables:
Database tables
Split/skill tables
The time all OUTFLOWCALLS waited in queue or ringing before being
redirected.
This is a cumulative item.
Vector tables
Time all OUTFLOWCALLS spent in the VECTOR before being
redirected. OUTFLOWTIME includes GOTOTIME.
This is a cumulative item.
VDN tables
Time all OUTFLOWCALLS spent in the VDN before being redirected.
This is a cumulative item.
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OUTTIME
2
2
The OUTTIME item appears in the following database tables:
Database tables
Trunk group tables
The trunk holding time for all OUTCALLS carried by trunks in this trunk
group that completed during the collection interval. Trunk holding time is
the time from the initial trunk seizure until the trunk goes idle (that is, until
the far end drops, the agent releases the call, or the switch disconnects
the call). OUTTIME includes SETUPTIME.
This is a cumulative item.
Trunk tables
The trunk holding time for all OUTCALLS carried by this trunk that
completed during the collection interval. Trunk holding time is the time
from the initial trunk seizure until the trunk goes idle (that is, until the far
end drops, the agent releases the call, or the switch disconnects the call).
This is a cumulative item.
PENDINGSPLIT
(real-time)
2
2
The PENDINGSPLIT (real-time) item appears in the following database
tables:
Database tables
Agent tables
The split or skill to which the agent will be moved. The move is pending
until the agent is idle. In the case of a change of multiple skills in one
request, PENDINGSPLIT is set to the first new skill for the agent. It is
possible for PENDINGSPLIT to be blank or 0, even when
MOVEPENDING is set. This can happen when the link to the switch
comes up and a move is already pending for an agent. Available on
Generic 3 Version 4 and newer Generic 3 switches.
This is a status item.
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PERCENT
(real-time)
2
2
The PERCENT (real-time) item appears in the following database tables:
Database tables
Agent tables
The agent’s percent allocation (0-100) for a skill. Requires a DEFINITY
ECS R6 or later with EAS.
This is a status item.
PERIOD 1-9
2
2
The PERIOD 1-9 item appears in the following database tables:
Database tables
Split/skill tables
The length, in seconds, of each service level increment as defined in the
Call Center Administration: Split/Skill Call Profile window. Each increment
represents a progressively longer wait time. CentreVu CMS counts
answered or abandoned calls that wait beyond the last increment
(PERIOD9) in either ACDCALLS10 or ABNCALLS10.
This is an administrative item.
VDN tables
Length, in seconds, of each service level increment as defined in the Call
Center Administration. Each increment represents a progressively longer
wait time. CentreVu CMS counts answered or abandoned calls that wait
beyond the last increment (PERIOD9) in ANSCONNCALLS10.
This is an administrative item.
PERIODCHG
2
2
The PERIODCHG item appears in the following database tables:
Database tables
Split/skill tables
Indicates whether or not service level increments PERIOD1-9 (as defined
on the Call Center Administration: Split/Skill Call Profile window) changed
during the collection interval. Valid values for PERIODCHG are 1 = YES
and 0= NO.
This is an administrative item.
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VDN tables
This indicates whether or not service level increments PERIOD1 through
PERIOD9 (as defined on the Call Center Administration: VDN Call Profile
window) changed during the data collection interval. Valid values for
PERIODCHG are 1 = YES and 0 = NO.
This is an administrative item.
PHANTOMABNS
2
2
The PHANTOMABNS item appears in the following database tables:
Database tables
Split/skill tables
The number of split/skill ACD calls with talk time less than the value of the
phantom-abandoned call timer. Available on Generic 3 and newer
switches.
This is a cumulative item.
Agent tables
The number of ACD calls with talk time less than the value of the
phantom- abandoned call timer. Available on Generic 3 switches.
This is a cumulative item.
Vector tables
The number of split/skill and direct agent ACD calls and calls that routed
to an agent or extension with talk time less than the value of the phantom
abandoned call timer. Available on Generic 3 and newer switches.
This is a cumulative item.
VDN tables
Number of split/skill and direct agent ACD calls and calls that routed to an
agent or extension with talk time of less than the value set for the
phantom abandoned call timer. Available on Generic 3 and newer
switches.
This is a cumulative item.
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POSITION
(index)
2
2
The POSITION (index) item appears in the following database tables:
Database tables
Agent tables
The position number associated with this EXTENSION. Agents in
multiple splits (without EAS) have more than one POSITION. Agents in
multiple skills (with EAS) have a single POSITION.
POSITIONS
2
2
The POSITIONS item appears in the following database tables:
Database tables
Split/skill tables
The current number of agent positions that are assigned to this SPLIT
(non-EAS) or current number of agent positions logged into this skill
(EAS).
This is an administrative item.
PREFERENCE
2
2
The PREFERENCE item appears in the following database tables:
Database tables
Agent tables
The agent’s call handling preference. Valid values are blank, skill level
(LVL), greatest need (NEED), or percent (PCNT). Requires an R5 or R6
ECS or later with EAS.
This is a status item.
Agent Login/Logout tables
The agent’s call handling preference. Values are NEED (greatest need)
LVL (skill level), and PCNT (percent allocation). Requires a DEFINITY
ECS R5 or R6 or later with EAS. PCNT is only available on the ECS R6
or later.
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PRIORITY
(real-time)
2
2
The PRIORITY (real-time) item appears in the following database tables:
Database tables
Trunk tables
The priority at which call was queued. Without vectoring, the values are
YES, NO, or as defined in Dictionary. With vectoring, the values are
LOW, MED, HIGH, TOP, or as defined in Dictionary. This is blank (NULL)
when the call is dequeued (when the call rings at an agent, outflows or
dequeues from the split/skill, the call abandons from queue, the call gets
a forced busy or a forced disconnect). Generic 3 switches with vectoring
use MED for "no priority" and HIGH for "priority" calls that queue directly
to a split/skill without going through a vector, and calls that queue to a
split/skill by "route to" number or "messaging split/skill" vector
commands.
This is a status item.
PRIORITY2-3
(real-time)
2
2
The PRIORITY2-3 (real-time) item appears in the following database
tables:
Database tables
Trunk tables
The priority at which call was queued to a second or third split/skill, the
values are: LOW, MED, HIGH, TOP, or as defined in Dictionary. This is
blank (NULL) when the call is dequeued (when the call rings at an agent,
outflows or dequeues from the split/skill, the caller abandons from queue,
the call gets a forced busy or a forced disconnect). Available on Generic
3 switches with vectoring.
This is a status item.
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QUECOUNT
(real-time)
2
2
The QUECOUNT (real-time) item appears in the following database
tables:
Database tables
Trunk tables
The number of ACD split/skill queues that the call is in. This is blank
(NULL) when the trunk goes idle, gets forced busy, gets a forced
disconnect, connects to a station or agent, or forwards out of the queue.
Values: NULL, 1-3
This is a status item.
QUETYPE
(real-time)
2
2
The QUETYPE (real-time) item appears in the following database tables:
Database tables
Trunk tables
Whether this call entered the queue by the "queue to main" or another
vector step. QUETYPE is NULL for direct agent calls, when vectoring is
not used, and when the call dequeues (is answered, abandoned, gets
forced busy, or gets a forced disconnect). Valid values are NULL, MAIN,
and BACKUP.
This is a status item.
QUETYPE2-3
(real-time)
2
2
The QUETYPE2-3 (real-time) item appears in the following database
tables:
Database tables
Trunk tables
Whether this call entered the second or third queue by the "queue to
main" or another vector step. QUETYPE2 and QUETYPE3 are NULL
when vectoring is not used and when the call dequeues (is answered,
abandoned, gets forced busy, or gets a forced disconnect). Valid values
are NULL, MAIN, and BACKUP. Available on Generic 3 switches.
This is a status item.
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R1AGINRING
(real-time)
2
2
The R1AGINRING item appears in the following database tables:
Database tables
Split/skill tables
The number of reserve1 agents with this skill ACD call ringing (0-999).
Requires a DEFINITY ECS R6 or later with EAS.
This is a real-time item.
R1AVAILABLE
(real-time)
2
2
The R1AVAILABLE item appears in the following database tables:
Database tables
Split/skill tables
The number of reserve1 agents who are available to take a call (0-999).
Requires a DEFINITY ECS R6 or later with EAS.
This is a real-time item.
R1INACW
(real-time)
2
2
The R1INACW item appears in the following database tables:
Database tables
Split/skill tables
The number of reserve1 agents in ACW for this skill (0-999). Requires a
DEFINITY ECS R6 or later with EAS.
This is a real-time item.
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R1INAUX
(real-time)
2
2
The R1INAUX item appears in the following database tables:
Database tables
Split/skill tables
The number of reserve1 agents in AUX work for this skill (0-999).
Requires a DEFINITY ECS R6 or later with EAS.
This is a real-time item.
R1ONACD
(real-time)
2
2
The R1ONACD item appears in the following database tables:
Database tables
Split/skill tables
The number of reserve1 agents on ACD calls for this skill (0-999).
Requires a DEFINITY ECS R6 or later with EAS.
This is a real-time item.
R1OTHER
(real-time)
2
2
The R1OTHER item appears in the following database tables:
Database tables
Split/skill tables
The number of reserve1 agents in the OTHER work state for this skill (0-
999). Requires a DEFINITY ECS R6 or later with EAS.
This is a real-time item.
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R1STAFFED
(real-time)
2
2
The R1STAFFED item appears in the following database tables:
Database tables
Split/skill tables
The number of agents staffing this skill as reserve1 (0-999). Requires a
DEFINITY ECS R6 or later with EAS.
This is a real-time item.
R2AGINRING
(real-time)
2
2
The R2AGINRING item appears in the following database tables:
Database tables
Split/skill tables
The number of reserve2 agents with this skill ACD call ringing (0-999).
Requires a DEFINITY ECS R6 or later with EAS.
This is a real-time item.
R2AVAILABLE
(real-time)
2
2
The R2AVAILABLE item appears in the following database tables:
Database tables
Split/skill tables
The number of reserve2 agents who are available to take a call (0-999).
Requires a DEFINITY ECS R6 or later with EAS.
This is a real-time item.
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R2INACW
(real-time)
2
2
The R2INACW item appears in the following database tables:
Database tables
Split/skill tables
The number of reserve2 agents in ACW for this skill (0-999). Requires a
DEFINITY ECS R6 or later with EAS.
This is a real-time item.
R2INAUX
(real-time)
2
2
The R2INAUX item appears in the following database tables:
Database tables
Split/skill tables
The number of reserve2 agents in AUX work for this skill (0-999).
Requires a DEFINITY ECS R6 or later with EAS.
This is a real-time item.
R2ONACD
(real-time)
2
2
The R2ONACD item appears in the following database tables:
Database tables
Split/skill tables
The number of reserve2 agents on ACD calls for this skill (0-999).
Requires a DEFINITY ECS R6 or later with EAS.
This is a real-time item.
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R2OTHER
(real-time)
2
2
The R2OTHER item appears in the following database tables:
Database tables
Split/skill tables
The number of reserve2 agents in the OTHER work state for this skill (0-
999). Requires a DEFINITY ECS R6 or later with EAS.
This is a real-time item.
R2STAFFED
(real-time)
2
2
The R2STAFFED item appears in the following database tables:
Database tables
Split/skill tables
The number of agents staffing this skill as reserve2 (0-999). Requires a
DEFINITY ECS R6 or later with EAS.
This is a real-time item.
RAGOCC
2
2
The RAGOCC item appears in the following database tables:
Database tables
Current day report tables
Resulting maximum percentage of time that an agent will be on ACD
calls.
RAVGSPEED-
ANS
2
2
The RAVGSPEEDANS item appears in the following database tables:
Database tables
Current day report tables
Resulting average speed of answer in seconds for this type of call.
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REASON
2
2
The REASON item appears in the following database tables:
Database tables
Data collection exception table
The reason for the interruption of data collection. The reasons may be as
follows:
Value = Reason
91 = Data collection started
92 = Data collection of new translations started
93 = Data collection turned off
94 = Data collection busied out
95 = Data collection timed out
96 = Data collection clock was reset
97 = Data collection session down
This is a cumulative item.
REASON_CODE
2
2
The REASON_CODE item appears in the following database tables:
Database tables
Agent exception table
The reason code that the agent was in when the exception occurred.
This is a cumulative item.
RECONNECT
2
2
The RECONNECT item appears in the following database tables:
Database tables
Agent trace tables
This event represents the agent reconnecting to the call after putting it on
hold. Available on Generic 3 switches.
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RETURNCALLS
2
2
The RETURNCALLS item appears in the following database tables:
Database tables
VDN tables
Number of calls that reached this VDN via the VDN return destination
feature. Available on Generic 3 Version 3 and newer switches.
This is a cumulative item.
RINGCALLS
2
2
The RINGCALLS item appears in the following database tables:
Database tables
Split/skill tables
The number of this split/skill’s calls that rang at agent positions. Available
on a Generic 3 switch for ring tracking. RINGCALLS includes
ACDCALLS and NOANSREDIR.
This is a cumulative item.
Agent tables
The number of split/skill (Generic 3 switches) and direct agent ACD calls
(Generic 3 switches) that rang at the agent’s position. RINGCALLS
includes NOANSREDIR. Available on Generic 3 switches for ring
tracking.
This is a cumulative item.
Vector tables
The number of split/skill and direct agent ACD calls that rang at agent
positions. RINGCALLS includes ACDCALLS. Available on Generic 3
switches and the ECS.
This is a cumulative item.
VDN tables
Number of split/skill and direct agent ACD calls that rang at agent
positions. Available on Generic 3 switches and the ECS. RINGCALLS
includes ACDCALLS.
This is a cumulative item.
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RINGTIME
2
2
The RINGTIME item appears in the following database tables:
Database tables
Split/skill tables
The time this split/skill’s calls spent ringing at agent positions
independent of final disposition and other agent activity. I_RINGTIME is
the time the agent spends with ringing calls and is affected by other agent
activity. RINGTIME is the time the caller spends ringing and is
independent of agent activity. Available on a Generic 3 switch for ring
tracking.
This is a cumulative item.
Agent tables
The time split/skill and direct agent ACD calls spent ringing at the agent’s
position (independent of disposition or other agent activity). RINGTIME is
the time the caller spends ringing and is independent of agent activity.
I_RINGTIME is the time the agent spends in the ringing state and is
affected by other agent activity. RINGTIME includes ANSRINGTIME.
Available on Generic 3 switches.
This is a cumulative item.
Vector tables
The time split/skill and direct agent ACD that rang at agent positions.
Available on Generic 3 switches.
This is a cumulative item.
VDN tables
Time split/skill and direct agent ACD calls spent ringing at agent
positions, independent of final disposition. Available on Generic 3
switches and on the ECS.
This is a cumulative item.
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ROLE
(real-time)
2
2
The ROLE item appears in the following database tables:
Database tables
Agent report tables
The agent’s service role for the split. Values are: Top, Reserve, Backup,
Standard, Roving, and Flex. Requires a DEFINITY ECS R6 or later with
EAS.
This is a status item.
ROW_DATE
(index)
2
2
The ROW_DATE (index) item appears in the following database tables:
Database tables
Split/skill tables
Date on which data was collected.
This is a row identifier item.
Agent tables
The day for which the data was collected or the exception occurred.
This is a row identifier item.
Trunk group tables
The day for which data was collected or the exception occurred.
This is a row identifier item.
Trunk tables
The day for which data was collected or the exception occurred.
This is a row identifier item.
Vector tables
The date for which data was collected or the exception occurred.
This is a row identifier item.
VDN tables
Date for which the data was collected or the exception occurred.
This is a row identifier item.
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Call work codes tables
The day for which data was collected or the exception occurred.
This is a row identifier item.
Agent login/logout tables
The day for which data was collected or the exception occurred.
Agent trace tables
The day for which data was collected or the exception occurred.
Current day configuration tables
The day for which data was collected or the exception occurred.
Current day report tables
The day for which data was collected or the exception occurred.
Call record tables
The date for which data was collected or the exception occurred.
Agent exception table
The day for which data was collected or the exception occurred.
This is a cumulative item.
Split/skill exception table
The day for which data was collected or the exception occurred.
This is a cumulative item.
Trunk group exception table
Day for which data was collected or the exception occurred.
This is a cumulative item.
VDN exception table
The day for which data was collected or the exception occurred.
This is a cumulative item.
Vector exception table
The date for which data was collected or which the exception occurred.
This is a cumulative item.
Malicious call trace exception table
The date for which data was collected or the exception occurred.
This is a cumulative item.
Data collection exception table
The day for which data was collected or the exception occurred.
This is a cumulative item.
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ROW_TIME
2
2
The ROW_TIME item appears in the following database tables:
Database tables
Call record tables
The starting time for this segment.
Agent exception table
Time at which the exception occurred.
This is a cumulative item.
Split/skill exception table
Time at which the exception occurred.
This is a cumulative item.
Trunk group exception table
Time at which the exception occurred.
This is a cumulative item.
VDN exception table
Time at which the exception occurred.
This is a cumulative item.
Vector exception table
Time at which the exception occurred.
This is a cumulative item.
Malicious call trace exception table
Time at which the malicious call was reported.
This is a cumulative item.
Data collection exception table
Time at which data collection was interrupted.
This is a cumulative item.
RSERVLEVELP
2
2
The RSERVLEVELP item appears in the following database tables:
Database tables
Current day report tables
Resulting percentage of calls to be handled within SERVLEVELT
seconds.
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SEGMENT
2
2
The SEGMENT item appears in the following database tables:
Database tables
Call record tables
Number identifying the call segment. Segment numbers are from 1 up to
the number of segments in the call.
SEGSTART
2
2
The SEGSTART item appears in the following database tables:
Database tables
Call record tables
UNIX time and date when the call segment started. (UNIX time and date
is the number of seconds since midnight, 01/01/70.) Call segments start
when CMS receives the first message for the call, since each call
segment represents a call. (When an agent transfers or conferences a
call, the agent makes another call to bring about the transfer/conference.)
SEGSTOP
2
2
The SEGSTOP item appears in the following database tables:
Database tables
Call record tables
UNIX time and date when the call segment ended. (UNIX time and date
is the number of seconds since midnight, 01/01/70.) A call segment ends
when all trunks and agents associated with the call segment have
dropped off the call. This means that after call work time for the agent(s)
is included when calculating the call segment stop time.
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SERVICELEVEL
2
2
The SERVICELEVEL item appears in the following database tables:
Database tables
Split/skill tables
Number of seconds within which calls must be answered/connected in
order to be considered acceptable (as defined on the Call Center
Administration: Split/Skill Call Profile window).
This is an administrative item.
VDN tables
Number of seconds within which calls must be answered/connected to be
considered acceptable (as defined on the Call Center Administration:
VDN Call Profile Setup window).
This is an administrative item.
SERVLEVELP
2
2
The SERVLEVELP item appears in the following database tables:
Database tables
Current day report tables
Objective percentage of calls to be handled within SERVLEVELT
seconds.
SERVLEVELT
2
2
The SERVLEVELT item appears in the following database tables:
Database tables
Current day report tables
Number of seconds within which SERVLEVELP percent of calls are to be
answered (service level time).
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SETUPTIME
2
2
The SETUPTIME item appears in the following database tables:
Database tables
Trunk group tables
Amount of time from trunk seizure until OUTCALLS completed at the far
end. Available on Generic 3 switches.
This is a cumulative item.
SHORTCALLS
2
2
The SHORTCALLS item appears in the following database tables:
Database tables
Trunk group tables
The number of inbound and outbound calls that occupied a trunk in the
trunk group for less than 2 seconds and that did not queue to a split/skill,
forward to a split/skill, get answered by an agent, get a forced busy or
forced disconnect from the switch, or produce a trunk failure or
maintenance busy. Note that SHORTCALLS includes both inbound and
outbound calls. Therefore, OTHERCALLS and O_OTHERCALLS may
each include some SHORTCALLS.
This is a cumulative item.
Trunk tables
The number of inbound and outbound calls that occupied a trunk for less
than 2 seconds and that did not queue to a split/skill, forward to a
split/skill, get answered by an agent, get a forced busy or forced
disconnect from the switch, or produce a trunk failure or maintenance
busy. Note that SHORTCALLS includes both inbound and outbound
calls. Therefore, OTHERCALLS and O_OTHERCALLS may each include
some SHORTCALLS.
This is a cumulative item.
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SKILL1-3
2
2
The SKILL1-3 item appears in the following database tables:
Database tables
VDN tables
First, second, and third VDN skill assigned to this VDN. Available on
Generic 3 and newer switches and on the ECS with EAS.
This is an administrative item.
SKILLACWTIME-
1-3
2
2
The SKILLACWTIME1-3 item appears in the following database tables:
Database tables
VDN tables
ACW time spent by agents for calls answered in each VDN skill
preference. Available on Generic 3 switches with EAS.
This is a cumulative item.
SKILLCALLS1-3
2
2
The SKILLCALLS1-3 item appears in the following database tables:
Database tables
VDN tables
Number of calls answered by agents in each VDN skill preference.
Available on Generic 3 Version 2 switches with EAS.
This is a cumulative item.
SKILLTIME1-3
2
2
The SKILLTIME1-3 item appears in the following database tables:
Database tables
VDN tables
Time agents spent talking on calls they answered in each VDN skill
preference. Available on Generic 3 switches with EAS.
This is a cumulative item.
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SKILLTYPE
2
2
The SKILLTYPE item appears in the following database tables:
Database tables
Agent tables
This is a real-time item.
The type ("p." for primary or "s" for secondary) of the first skill that the
agent logged into. Requires Generic 3 Version 2 switches with EAS.
Note: For the ECS and newer switches with the EAS feature, skill level 1
will be represented by "p", skill level 2 by "s" and skill levels 3-16 by
blank. Users of more than 2 skill levels should use SKLEVEL items
instead of SKILLTYPE items.
This is a status item.
Agent login/logout tables
Type ("p" for primary or "s" for secondary) of the first skill that the agent
logged into. Requires Generic 3 switches with EAS. NOTE: For the ECS
and later switch releases with the EAS feature, skill level 1 will be
represented by "p," skill level 2 will be represented by "s," and skill levels
3 through 16 by blank. Users of more than 2 skill levels should use
SKLEVEL instead of SKILLTYPE items.
SKILLTYPE2-4
2
2
The SKILLTYPE2-4 item appears in the following database tables:
Database tables
Agent tables
This is a real-time item.
The type ("p" for primary or "s" for secondary) of the second, third, and
fourth skills the agent logged into. Requires Generic 3 Version 2 switches
with EAS. Note: For the ECS and newer EAS releases, skill level 1 will be
represented by "p", skill level 2 by "s" and skill levels 3-16 by blank. Users
of more than 2 skill levels should use SKLEVEL items instead of
SKILLTYPE items.
This is a status item.
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Agent login/logout tables
Type ("p" for primary or "s" for secondary) of the second, third, and fourth
skills the agent logged into. NOTE: For the ECS and later switch releases
with the EAS feature, skill level 1 will be represented by "p," skill level 2
will be represented by "s," and skill levels 3 through 16 by blank. Users of
more than 2 skill levels should use SKLEVEL instead of SKILLTYPE
items. Available for Generic 3 switches with EAS and requires Generic 3
Version 2 switches with EAS.
SKLEVEL
2
2
The SKLEVEL item appears in the following database tables:
Database tables
Agent tables
The skill level (from 1-16) or the reserve level (1 or 2) for a reserve skill
associated with the first skill the agent logged into. This SKLEVEL
applies to LOGONSKILL. Requires the R6 or later ECS with the EAS
feature. Reserve levels are only available on the ECS R6 or later.
This is a status item.
Agent login/logout tables
Indicates the agent’s skill level (1-16) for a normal skill or reserve level (1
or 2) for a reserve skill. This SKLEVEL applies to LOGONSKILL.
Requires a DEFINITY ECS R5 or R6 or later with EAS. Reserve levels
are only available on the ECS R6 or later.
SKLEVEL2-20
2
2
The SKLEVEL2-20 item appears in the following database tables:
Database tables
Agent tables
Indicates the agent’s skill level (1-16) for a normal skill or reserve level (1
or 2) for a reserve skill. This SKLEVEL2-20 applies to LOGONSKILL2-
20. Requires a DEFINITY ECS R5 or R6 or later with EAS. Reserve
levels are only available on the ECS R6 or later.
This is a status item.
Agent login/logout tables
Indicates the agent’s skill level (1-16) for a normal skill or reserve level (1
or 2) for a reserve skill. This SKLEVEL2-20 applies to LOGONSKILL2-
20. Requires a DEFINITY ECS R5 or R6 or later with EAS. Reserve
levels are only available on the ECS R6 or later.
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SKPERCENT
2
2
The SKPERCENT item appears in the following database tables:
Database tables
Agent tables
The agent’s percent allocation for LOGONSKILL. Requires a DEFINITY
ECS R6 or later with EAS.
This is a status item.
Agent login/logout tables
The agent’s percent allocation for LOGONSKILL. Requires a DEFINITY
ECS R6 or later with EAS.
SKPERCENT2-20
2
The SKPERCENT2-20 item appears in the following database tables:
Database tables
2
Agent tables
The agent’s percent allocation for LOGONSKILL2-20. Requires a
DEFINITY ECS R6 or later with EAS.
This is a status item.
Agent login/logout tables
The agent’s percent allocation for LOGONSKILL2-20. Requires a
DEFINITY ECS R6 or later with EAS.
SKSTATE
(real-time)
2
2
The SKSTATE item appears in the following database tables:
Database tables
Split/skill tables
The current state for the skill compared to all administered thresholds.
Requires a DEFINITY ECS R6 or later with EAS.
This is a real-time item.
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SLVLABNS
2
2
The SLVLABNS item appears in the following database tables:
Database tables
Split/skill tables
Number of ABNCALLS whose time to abandon was less than or equal to
this split/skill’s SERVICELEVEL.
This is a cumulative item.
VDN tables
Number of ABNCALLS whose time to abandon was less than or equal to
this VDN’s SERVICELEVEL.
This is a cumulative item.
SLVLOUT-
FLOWS
2
2
The SLVLOUTFLOWS item appears in the following database tables:
Database tables
Split/skill tables
Number of OUTFLOWCALLS whose time to outflow was less than or
equal to this split/skill's SERVICELEVEL.
This is a cumulative item.
VDN tables
Number of OUTFLOWCALLS whose time to outflow was less than or
equal to this VDN's SERVICELEVEL.
This is a cumulative item.
SPLIT
2
2
The SPLIT item appears in the following database tables:
Database tables
Split/skill tables
This is an index item.
Split/skill number for which data was collected.
This is a row identifier item.
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Agent tables
This is an index item.
The split number to which the EXTENSION is assigned to or the skill
number that the agent logged into.
This is a row identifier item.
Trunk group tables
The split/skill to which this TKGRP terminates.
This is an administrative item.
Trunk tables
This is a real-time item.
The first split/skill number to which the call is currently queued or
split/skill for which the call was answered. SPLIT is blank (NULL) when
the trunk idles.
This is a status item.
Agent trace tables
The split number to which the EXTENSION is assigned or the skill
number the agent logged into.
Current day report tables
This is an index item.
Split/skill number for which data was collected.
Agent login/logout tables
This is an index item.
Split number to which the extension is assigned or skill number the agent
logged into.
Current day configuration tables
This is an index item.
Split/skill number for which data was collected
Agent exception tables
Split/skill in which the agent was doing work when the exception
occurred.
This is a cumulative item.
Split/skill exception table
Split/skill in which the exception occurred.
This is cumulative item.
Malicious call trace table
Split/skill of the agent reporting the malicious call.
This is a cumulative item.
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SPLIT1
2
2
The SPLIT1 item appears in the following database tables:
Database tables
Call record tables
First split/skill the call queued to in the first VDN with which it was
associated in the call segment.
SPLIT2-3
2
2
The SPLIT2 ... 3 items appear in the following database tables:
Database tables
Trunk tables
This is a real-time item.
The split/skill numbers of the second and third splits/skills to which the
call is queued. This is blank (NULL) when the call dequeues (is
answered, abandoned, gets a forced busy or forced disconnect).
Available on Generic 3 switches with vectoring.
This is a status item.
Call record tables
Second and third split/skill the call was also queued to in the first VDN
with which it was associated in the call segment. Applies to Generic 3
switches with vectoring only.
STAFFED
(real-time)
2
2
The STAFFED (real-time) item appears in the following database tables:
Database tables
Split/skill tables
Current number of POSITIONS that are staffed (logged in). STAFFED =
AVAILABLE + AGINRING + ONACD + INACW + INAUX + OTHER.
This is a status item.
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STARTED
(real-time)
2
2
The STARTED (real-time) item appears in the following database tables:
Database tables
Agent tables
Time of day that WORKMODE began. Valid values for STARTED are
NULL and time-of day.
This is a status item.
Trunk tables
The time of day that TKSTATE started. Valid values are NULL and time-
of-day
This is a status item.
STARTTIME
2
2
The STARTTIME item appears in the following database tables:
Database tables
Split/skill tables
Start time of the interval for which data was collected. STARTTIME
applies only to the interval table.
This is a row identifier item.
Agent tables
The start time for the interval for which data was collected. STARTTIME
applies only to the Interval table.
This is a row identifier item.
Trunk group tables
This is a real-time item.
The start time of the interval for which data was collected. STARTTIME
applies only to the interval table.
This is a row identifier item.
Trunk tables
This is a real-time item.
The start time of the interval for which data was collected. STARTTIME
applies only to the interval table.
This is a row identifier item.
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Vector tables
This is a real-time item.
Start time of the interval for which data was collected. STARTTIME
applies only to the interval table.
This is a row identifier item.
VDN tables
Start time of the interval for which data was collected. STARTTIME
applies only to the interval table. STARTTIME is a table index for the VDN
table.
This is a row identifier item.
Call work codes tables
Start time of the interval for which data was collected. STARTTIME
applies to the only interval table.
This is a row identifier item.
Agent trace tables
The time of day (hour and minute) for which the agent trace is being
ordered. This is the time of day you enter to request the report.
Current day report tables
Start time of the intrahour interval for which data was collected.
STARTTIME applies only to the interval table.
SVCLEVELCHG
2
2
The SVCLEVELCHG item appears in the following database tables:
Database tables
Split/skill tables
Indicates whether or not the service level was changed during the
collection interval. Valid values for SVCLEVELCHG are 1 = YES and 0 =
NO.
This is an administrative item.
VDN tables
Indicates whether the service level was changed during the data
collection interval. Valid values for SVCLEVELCHG are 1 = YES and 0 =
NO.
This is an administrative item.
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TAGINRING
(real-time)
2
2
The TAGINRING item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents logged into the skill who have ACD calls
ringing and who are not doing anything else. Available with Generic 3 and
newer switches with the EAS feature for top skills. However, "top"
database items are only significant for Generic 3 switches and the ECS
with EAS.
This is a status item.
TALKTIME
2
2
The TALKTIME item appears in the following database tables:
Database tables
Call record tables
Total talk time for the answering agent in this segment.
TAVAILABLE
(real-time)
2
2
The TAVAILABLE item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents logged into the skill who are available in the
skill. Available with Generic 3 and newer switches with the EAS feature
for top skills. However, "top" database items are only significant for
Generic 3 switches and the ECS with EAS.
This is a status item.
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TDA_INACW
(real-time)
2
2
The TDA_INACW item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents logged into the skill who are in after call work
associated with direct agent calls. TDA_INACW is a subset of TOTHER.
Requires a Generic 3 switch with the ASAI or EAS feature for direct agent
calling. Available with Generic 3 switches. However, "top" database items
are only significant for Generic 3 switches and the ECS with EAS.
This is a status item.
TDA_ONACD
(real-time)
2
2
The TDA_ONACD item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents logged into the skill who are talking on direct
agent calls. TDA_ONACD is a subset of TOTHER. Requires a Generic 3
switch with the ASAI or EAS feature for direct agent calling. However,
"top" database items are only significant for Generic 3 switches and the
ECS with EAS. Available with Generic 3 switches.
This is a status item.
THRESHOLD
2
2
The THRESHOLD item appears in the following tables:
Database tables
Agent exception table
Limit, as a number of occurrences, administered for the exception type.
An exception occurs when the agent’s activity falls outside of that limit.
This is a cumulative item.
Split/skill exception table
Limit, as a number of occurrences, administered for the exception type.
An exception occurs when the split’s/skill’s activity falls outside of that
limit.
This is a cumulative item.
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Trunk group exception table
Limit, as a number of occurrences, administered for the exception type.
An exception occurs when the trunk group’s activity falls outside of that
limit.
This is a cumulative item.
VDN exception table
Limit, as a number of occurrences, administered for the exception type.
An exception occurs when the VDN activity falls outside of that limit.
This is a cumulative item.
Vector exception table
Limit, as a number of occurrences, administered for the exception type.
An exception occurs when the vector activity falls outside of that limit.
This is a cumulative item.
Data collection exception table
Limit, as a number of occurrences, administered for the exception type.
An exception occurs when the activity falls outside of that limit.
This is a cumulative item.
TI_AUXTIME
2
2
The TI_AUXTIME item appears in the following database tables:
Database tables
Agent tables
Time during the collection interval that the agent was in AUX for all
splits/skills or on AUXINCALLS or AUXOUTCALLS and SPLIT was
OLDEST_LOGON. "TI_" time is only stored for the split/skill the agent
has been logged into the longest. "TI_" needs to be summed across the
splits/skills the agents may log in to, in case the logon order changes
during the collection interval.
TI_AUXTIME includes TI_AUXTIME0, TI_AUXTIME1-9, I_AUXINTIME,
and I_AUXOUTTIME. SUM(I_AUXTIME) = sum(TI_AUXTIME0 +
TI_AUXTIME1 + TI_AUXTIME2 + TI_AUXTIME3 + TI_AUXTIME4 +
TI_AUXTIME5 + TI_AUXTIME6 + TI_AUXTIME7 + TI_AUXTIME8 +
TI_AUXTIME 9), over all splits/skills the agent was logged into. Requires
an ECS with the EAS feature.
This is a cumulative item.
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TI_AUXTIME0
2
2
The TI_AUXTIME0 item appears in the following database tables:
Database tables
Agent tables
The time the agent spent in AUX with reason code 0 (zero). This is time
in "system" AUX for switches with AUX reason codes active. It is the
same as TI_AUXTIME for switches without AUX reason codes active.
"TI_" time is only stored for the skill logged in to the longest. "TI_" time
needs to be summed across the skills the agents may log in to, in case
the login order changes during the collection interval. Requires an ECS
with the EAS feature.
This is a cumulative item.
TI_AUXTIME1-9
2
2
The TI_AUXTIME1-9 item appears in the following database tables:
Database tables
Agent tables
The time the agent spent in AUX with reason codes 1-9. "TI_" time is only
stored for the skill logged in to the longest. "TI_" time needs to be
summed across the skills the agents may log in to, in case the login order
changes during the collection interval. Requires an ECS with the EAS
feature.
This is a cumulative item.
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TI_AVAILTIME
2
2
The TI_AVAILTIME item appears in the following database tables:
Database tables
Agent tables
The time during the collection interval that the agent was in the available
state for split/skill or direct agent ACD calls in any split/skill.
TI_AVAILTIME is recorded for the split/skill that was the
OLDEST_LOGON. For a non-EAS operation, if an agent logged into
multiple splits and is in AUX mode in one split and is available for ACD
calls in another split, the agent will accrue I_AVAILTIME for the split in
which the agent is available and TI_AVAILTIME in the split logged into the
longest. Note: "TI_" time is only stored for the split/skill the agent has
been logged into the longest. "TI_" time needs to be summed across the
splits/skills the agents may log in to, in case the logon order changes
during the collection interval.
This is a cumulative item.
TI_OTHERTIME
2
2
The TI_OTHERTIME item appears in the following database tables:
Database tables
Agent tables
The time during the collection interval that the agent was doing other
work in all splits/skills. For all switches, TI_OTHERTIME is collected for
the time period after the link to the switch comes up or after the agent
logs in and before the CentreVu CMS receives notification of the agent’s
state from the switch. For Generic 3 switches, other work includes: while
in AUTO-IN or MANUAL-IN mode, the agent put any call on hold and
performed no further action, the agent dialed to place a call or to activate
a feature, or an extension call rang with no other activity. Note: "TI_" time
is only stored for the split/skill the agent has been logged into the longest.
"TI_" time needs to be summed across the splits/skills the agents may log
in to, in case the logon order changes during the collection interval.
TI_OTHERTIME includes I_ACDOTHERTIME.
This is a cumulative item.
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TI_STAFFTIME
2
2
The TI_STAFFTIME item appears in the following database tables:
Database tables
Agent tables
The time during the collection interval that the agent was staffed in any
split/skill. "TI_" time is only stored for the split/skill logged into the longest.
"TI_" time needs to be summed across the splits/skills the agents may log
in to, in case the login order changes during the collection interval.
sum(TI_STAFFTIME) = sum(I_ACDTIME + I_ACWTIME +
I_DA_ACDTIME + I_DA_ACWTIME + I_RINGTIME + TI_AUXTIME +
TI_AVAILTIME + TI_OTHERTIME), over all splits/skills the agent was
logged into.
This is a cumulative item.
TIME
2
2
The TIME item appears in the following database tables:
Database tables
Agent exception table
Limit, as a number of seconds, administered for timed exceptions types.
An occurrence is logged against the threshold when the agent’s activity
falls outside of that limit.
This is a cumulative item.
Split/skill exception table
Limit, as a number of seconds, administered for timed exception types.
An occurrence is logged against the threshold when the split’s/skill’s
activity falls outside of that limit.
This is a cumulative item.
Trunk group exception table
Limit, as a number of seconds, administered for timed exception types.
An occurrence is logged against the threshold when the trunk group’s
activity falls outside of that limit.
This is a cumulative item.
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VDN exception table
Limit, as a number of seconds, administered for timed exceptions types.
An occurrence is logged against the threshold when the VDN activity falls
outside of that limit.
This is a cumulative item.
Vector exception table
Limit, as a number of seconds, administered for timed exceptions types.
An occurrence is logged against the threshold when the vector activity
falls outside of that limit.
This is a cumulative item.
TINACW
(real-time)
2
2
The TINACW item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents logged into the skill who are in after call work
for ACD calls to the skill. This includes top agents on ACWIN/ACWOUT
calls, as well as agents who are in after call work not associated with an
ACD call. Available on Generic 3 switches with the EAS feature for top
skills. However, "top" database items are only significant for Generic 3
switches and the ECS with EAS. TINACW includes TONACWIN and
TONACWOUT.
This is a status item.
TINAUX
(real-time)
2
2
The TINAUX item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents logged into the skill who are in the AUX work
mode. This includes agents on AUXIN/AUXOUT calls. Available on
Generic 3 switches with the EAS feature for top skills. However, "top"
database items are only significant for Generic 3 switches and the ECS
with EAS. TINAUX includes TINAUX0, TINAUX1-9, TONACDAUXOUT,
TONAUXIN, and TONAUXOUT.
This is a status item.
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TINAUX0
(real-time)
2
2
The TINAUX0 item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents logged into the skill who are in the AUX work
for reason code 0 (zero) for all splits/skills or on AUXIN/AUXOUT calls for
AUX with reason code 0 (zero). For the ECS with EAS, reason code 0
(zero) is for "system" AUX work when reason codes are active. For
switches without EAS and for releases prior to ECS, TINAUX0 will be the
same as TINAUX. Also available on Generic 3 and newer switches with
EAS in top skills.
This is a status item.
TINAUX1-9
(real-time)
2
2
The TINAUX1-9 item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents logged into the skill who are in AUX work for
each of the reason codes 1-9. This includes agents on AUXIN/AUXOUT
calls from AUX with the appropriate reason code. Available for ECS and
later switch releases with the EAS feature for top skills.
This is a status item.
TKGRP
2
2
The TKGRP item appears in the following database tables:
Database tables
Trunk group tables
This is an index item.
The trunk group number for which data was collected. This will be zero if
the trunk group carrying the call is not measured
This is a row identifier item.
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Trunk tables
This is an index item.
The trunk group number to which the trunk is assigned.
This is an administrative item.
Call record tables
Trunk group number for which data was collected (or for which an
exception occurred). This will be null if the trunk group carrying the call is
not measured.
Trunk group exception table
Trunk group number for which data was collected (or for which an
exception occurred). This will be zero if the trunk group carrying the call is
not measured.
This is a cumulative item.
Malicious call trace exception table
Trunk group number for which data was collected (or for which an
exception occurred). This will be zero if the trunk group carrying the call is
not measured.
This is a cumulative item.
TKSTATE (real-
time)
2
2
The TKSTATE (real-time) item appears in the following database tables:
Database tables
Trunk tables
The current state of the call. Trunk states include: IDLE, SEIZED,
QUEUED, CONN, RING, DABN, FBUSY, FDISC, HOLD, MBUSY,
UNKNOWN, or as defined in Dictionary.
This is a status item.
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TONACD
(real-time)
2
2
The TONACD item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents logged into the skill who are on inbound and
outbound ACD calls for the skill. Available with Generic 3 and newer
switches with the EAS feature for top skills. However, "top" database
items are only significant for Generic 3 switches and the ECS with EAS.
TONACD includes TONACDOUT.
This is a status item.
TONACDAUX-
OUT
(real-time)
2
2
The TONACDAUXOUT item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents logged into the skill who are on AUXOUT calls
with an ACD call for the skill on hold. Available with Generic 3 and newer
switches with the EAS feature for top skills. However, "top" database
items are only significant for Generic 3 switches and the ECS with EAS.
This is a status item.
TONACDOUT
(real-time)
2
2
The TONACDOUT item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents that are on outbound calls placed by an
adjunct to this skill. Available with Generic 3 and newer switches with the
EAS feature for top skills. However, "top" database items are only
significant for Generic 3 switches and the ECS with EAS. Available for
outbound calls on Generic 3 switches with the ASAI feature.
This is a status item.
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TONACWIN
(real-time)
2
2
The TONACWIN item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents that are in ACW for this skill and on inbound
extension calls. These agents also appear in TINACW. Available with
Generic 3 switches. However, "top" database items are only significant
for Generic 3 switches and the ECS with EAS.
This is a status item.
TONACWOUT
(real-time)
2
2
The TONACWOUT item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents that are in ACW for this skill and on outbound
extension calls. These agents also appear in TINACW. Available with
Generic 3 and newer switches with the EAS feature for top skills.
However, "top" database items are only significant for Generic 3 switches
and the ECS with EAS.
This is a status item.
TONAUXIN
(real-time)
2
2
The TONAUXIN item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents that are in AUX work or AVAILABLE. For
Generic 3 switches, including agents with an ACD or AUXIN/AUXOUT
call attributed to this split/skill on hold and on inbound extension calls.
However, "top" database items are only significant for Generic 3 switches
and the ECS with EAS. Available with Generic 3.
This is a status item.
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TONAUXOUT
(real-time)
2
2
The TONAUXOUT item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents that are in AUX work or AVAILABLE. For
Generic 3 switches, including agents with an ACD or AUXIN/AUXOUT
call attributed to this split/skill on hold and on inbound extension calls.
Available with Generic 3 switches. However, "top" database items are
only significant for Generic 3 switches and the ECS with EAS.
This is a status item.
TOPCALLS
2
2
The TOPCALLS item appears in the following database tables:
Database tables
Split/skill tables
The number of ACDCALLS with top priority that were answered by
agents in this split/skill. Available with Generic 3 switches with vectoring.
This is a cumulative item.
TOPSKILL
(real-time)
2
2
The TOPSKILL item appears in the following database tables:
Database tables
Agent tables
The agent’s first-administered, highest-level, measured skill, where skill
level 1 is the highest, skill level 16 is the lowest. Available on a Generic 3
switch with EAS.
The TOPSKILL of an agent will be 0 except when PREFERENCE is skill
level (LVL). This means that an agent will not have a top skill or be
counted in any split/skill table Top Skill items if their call handling
preference is greatest need (NEED) or percent allocation (PCNT). In
addition, agents who have skill level preference but only reserve levels
for all their skills will not have a TOPSKILL. Requires a DEFINITY ECS
R5 or R6 or later with EAS. PCNT and reserve levels are only available
on the ECS R6 or later.
This is a status item.
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Database Items
2-185
TOT_PERCENTS
(real-time)
2
2
The TOT_PERCENTS item appears in the following database tables:
Database tables
Split/Skill tables
The total staffed agent percentages allocated to the skill. Requires a
DEFINITY ECS R6 or later with EAS.
This is a real-time item.
TOTHER
(real-time)
2
2
The TOTHER item appears in the following database tables:
Database tables
Split/skill tables
The number of top agents that are doing other work. Agents are logged
into multiple splits/skills and doing work for a split/skill other than this one
(on an ACD call or in ACW, or ACD calls ringing).
For Generic 3, while in Auto-in or Manual-In mode: the agent put any call
on hold and has performed no further action; the agent is on a direct
agent call or in ACW for a direct agent call; the agent is dialing to place a
call or to activate a feature; an extension call or a direct agent ACD call is
ringing with no other activity.
For Generic 3 EAS with multiple call handling, agents are available for
other, multiple call handling, skills. Agent POSITIONS will show up in
TOTHER directly after the link to the switch comes up and directly after
the agents log in before the CentreVu CMS is notified of the agent’s work
state.
Available with Generic 3 switches with the EAS feature. However, "top"
database items are only significant for Generic 3 switches and the ECS
with EAS. TOTHER includes TDA_INACW and TDA_ONACD.
This is a status item.
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Database Items
2-186
TRANSFERRED
2
2
The TRANSFERRED item appears in the following database tables:
Database tables
Split/skill tables
The number of ACDCALLS that were transferred to another destination.
For Generic 3 switches, includes all split/skill calls transferred.
This is a cumulative item.
Agent tables
Number of calls the agent transferred to another destination. Note that
TRANSFERRED calls include both inbound and outbound calls.
Therefore, OTHERCALLS and O_OTHERCALLS may each include
some SHORTCALLS. For Generic 3 switches, this includes transferring
all calls.
This is a cumulative item.
Trunk group tables
The number of calls that the agent transferred to another destination.
Note that TRANSFERRED includes both inbound and outbound calls.
Therefore, OTHERCALLS and O_OTHERCALLS may each include
some TRANSFERRED. For Generic 3 switches, TRANSFERRED
includes all calls that transferred.
This is a cumulative item.
VDN tables
Number of calls that were transferred to another destination. For Generic
Generic 3 switches and for the ECS, TRANSFERRED includes all VDN
calls transferred.
This is a cumulative item.
Agent trace tables
Whether or not an answering agent initiated a transfer for this call. Valid
values are YES and NO. For Generic 3 switches, TRANSFERRED
includes all calls that are transferred.
Call record tables
Whether or not an answering agent initiated a transfer for this call
segment. Valid values are 0=NO, 1=YES. For Generic 3 switches and the
ECS, TRANSFERRED includes all calls that are transferred.
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Database Items
2-187
TRENDBASE
2
2
The TRENDBASE item appears in the following database tables:
Database tables
Current day configuration tables
Base date for seasonal trending.
TRUNKS
2
2
The TRUNKS item appears in the following tables:
Database tables
Trunk group tables
The current number of trunks assigned to this TKGRP.
This is an administrative item.
TSTAFFED
(real-time)
2
2
The TSTAFFED item appears in the following database tables:
Database tables
Split/skill tables
The current number of top agents that are staffed in SPLIT. Available with
Generic 3 switches with the EAS feature. However, "top" database items
are significant only for Generic 3 switches and the ECS with EAS.
TSTAFFED = TAVAILABLE + TAGINRING + TONACD + TINACW +
TINAUX + TOTHER.
This is a status item.
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Database Items
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TYPE (real-time)
2
2
The TYPE (real-time) item appears in the following database tables:
Database tables
Agent tables
The skill type ("p" for primary or "s" for secondary) associated with the
SPLIT. Available on Generic 3 switches with EAS/vectoring feature. Note:
For the ECS and later switch releases with the EAS feature, skill level 1
will be represented by "p", skill level 2 by "s" and skill levels 3-16 by
blank. Users of more than 2 skill levels should use SKLEVEL items
instead of SKILLTYPE items.
This is a status item.
UCID
2
2
The UCID item appears in the following database tables:
Database tables
Agent trace tables
The UCID is the Universal Call Identifier-a unique number assigned to
this call segment within the customer network. Requires the DEFINITY
ECS R6 and later.
Call record tables
The UCID is the Universal Call Identifier-a unique number assigned to
this call segment within the customer network. Requires the DEFINITY
ECS R6 and later.
USE_SVC_OBJ
(real-time)
2
2
The USE_SVC_OBJ item appears in the following database tables:
Database tables
Agent tables
The agent requests calls based on the administered service objective for
this skill. Values are 1=YES, 2=NO. Requires a DEFINITY ECS R6 or
later with EAS.
This is a status item.
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Database Items
2-189
VDISCCALLS
2
2
The VDISCCALLS item appears in the following database tables:
Database tables
Vector tables
The number of calls forced to disconnect because the vector disconnect
timer timed out or because the call reached a vector stop without being
queued. "Vector stop" means an explicit "stop" vector command, the end
of the vector, or the call executed 1000 vector steps. Available on
Generic 3 Version 2 and newer switches.
This is a cumulative item.
VDN tables
Number of calls forced to disconnect because the vector disconnect timer
timed out, or because the call reached a vector stop without being
queued. ("Vector stop" means a "stop" vector command, the end of the
vector, or the call executed 1000 vector steps.) Available on Generic 3
Version 2 and newer switches and on the ECS.
This is a cumulative item.
VDN
2
2
The VDN item appears in the following database tables:
Database tables
Agent tables
This is a real-time item.
The VDN that is associated with the agent’s current split/skill or direct
agent ACD call. Available on Generic 3 switches with vectoring, and
Generic 3 Version 4 switch with EAS.
This is a status item.
Trunk group tables
The VDN to which the TKGRP terminates. Available on Generic 3
switches with vectoring.
This is an administrative item.
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Database Items
2-190
Trunk tables
This is a real-time item.
The VDN that is associated with the current call. This stays set until the
trunk idles, at which time it is set to NULL. Available on Generic 3
switches with vectoring.
This is a status item.
VDN tables
This is an index item.
Vector directory number associated with this VDN.
This is a row identifier item.
VDN exception table
VDN for which the exception occurred or that carried the malicious call.
This is a cumulative item.
Malicious call trace exception table
The VDN for which the exception occurred or that carried the malicious
call. Available on Generic 3 and newer switches with vectoring.
This is a cumulative item.
VECTOR
2
2
The VECTOR item appears in the following database tables:
Database tables
Trunk tables
This is a real-time item.
The vector that is associated with the current call. This stays set until the
trunk idles, at which time it is set to NULL. Available on Generic 3
switches with vectoring.
This is a status item.
Vector tables
This is an index item.
The vector number that this row represents. Available on Generic 3
switches with vectoring.
This is a row identifier item.
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Database Items
2-191
VDN tables
This is an index item.
Vector number associated with this VDN.
This is an administrative item.
VDN exception table
Vector number associated with this VDN or for which the exception
occurred.
This is a cumulative item.
Vector exception table
Vector number that this row represents, or for which the exception
occurred.
This is a cumulative item.
WMODE_SEQ
2
2
The WMODE_SEQ item appears in the following database tables:
Database tables
Agent trace tables
Sequence number for events that occur in the same second.
WORKCODE
2
2
The WORKCODE item appears in the following database tables:
Database tables
Agent trace tables
Call work code the agent entered for the call. Available on Generic 3
switches with call work codes.
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Database Items
2-192
WORKMODE
(real-time)
2
2
The WORKMODE item appears in the following database tables:
Database tables
Agent tables
This is a real-time item.
The current work mode of the agent. Agent work modes include: AVAIL,
ACD, ACW, AUX, DACD, DACW, RING, UNKNOWN, OTHER, and
UNSTAFF. If the agent has not been logged in during the collection
interval, the value is blank.
This is a status item.
Agent trace tables
Work mode in which the agent was working during the trace. Agent work
modes include: AVAIL, ACD, ACW, AUX, DACD, DACW, RING,
UNKNOWN, OTHER, and UNSTAFF. If the agent has not been logged in
during the collection interval, the value is blank.
WORKSKILL
(real-time)
2
2
The WORKSKILL (real-time) item appears in the following database
tables:
Database tables
Agent tables
Use WORKSKILL for the following call conditions:
●
When an agent is on a split/skill or direct agent ACD call or in ACW
(this is the split/skill associated with the call or ACW).
●
When an agent is available, in AUX or in OTHER (this is null
[blank]).
●
When an agent is on an AUXIN/AUXOUT call (this is
OLDEST_LOGON split/skill).
●
When an agent is on an AUXIN/AUXOUT call from the available
state, while in AUX or with an AUXIN/AUXOUT call on hold (this is
OLDEST_LOGON split/skill).
●
When an agent is on an AUXOUT call with an ACD call on hold (this
is the split/skill associated with the ACD call).
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Database Items
2-193
Note: WORKSKILL differs from WORKSPLIT only in the case that the
agent is available. In this case, WORKSKILL will be blank and
WORKSPLIT will contain one of the split/skills in which the agent is
available. For releases with the EAS feature active, it is recommended to
use WORKSKILL instead of WORKSPLIT in reports. Requires a Generic
3 Version 2 or later switch with the EAS feature.
This is a status item.
WORKSKLEVEL
(real-time)
2
2
The WORKSKLEVEL (real-time) item appears in the following database
tables:
Database tables
Agent tables
Contains either a skill level (1-16) for a normal skill or a reserve level (1 or
2) for a reserve skill. This WORKSKLEVEL applies to WORKSKILL.
Requires a Generic 3 Version 2 or later switch with the EAS feature.
Reserve levels are only available on the ECS R6 or later.
This is a status item.
WORKSPLIT
(real-time)
2
2
The WORKSPLIT (real-time) item appears in the following database
tables:
Database tables
Agent tables
Use WORKSPLIT for the following call conditions:
●
When an agent is on a split/skill or direct agent ACD call or in ACW
(this is the split/skill associated with the call or ACW).
●
When an agent is available (this is one of the splits/skills the agent
went available in).
●
When an agent is on an AUXIN/AUXOUT call from the available
state, while in AUX or with an AUXIN/AUXOUT call on hold (this is
OLDEST_LOGON split/skill).
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Database Items
2-194
●
When an agent is on an AUXIN call with an ACD call on hold (this is
OLDEST_LOGON split/skill).
●
When an agent is on an AUXOUT call with an ACD call on hold (this
is the split/skill associated with the ACD call).
Note: WORKSKILL differs from WORKSPLIT only in the case that the
agent is available. In this case, WORKSKILL is blank and WORKSPLIT
will contain one of the split/skills in which the agent was available. For
releases with the EAS feature active, it is recommended to use
WORKSKILL instead of WORKSPLIT in reports. Requires a Generic 3
switch with the EAS feature.
This is a status item.
WORKSPLIT2-3
(real-time)
2
2
The WORKSPLIT2-3 (real-time) item appears in the following database
tables:
Database tables
Agent tables
For agents available in multiple splits/skills, other splits/skills in which the
agent is available. Available on Generic 3 switches.
WT1 ... 4
2
2
The WT1 ... 4 items appear in the following database tables:
Database tables
Current day configuration tables
Weight given to date 1 (WT1), date 2 (WT2), date 3 (WT3), and date 4
(WT4), respectively.
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Switch cross-reference
2-195
Switch cross-reference
2
Overview
2
2
The following tables list which database items are supported by each of
the switch releases.
Purpose
Switch cross-
reference
information
2
The following table lists which Split/Skill database items are supported by
each of the switch releases.
Split/Skill database
items
2
The following is a key to the table:
●
Items marked "X" indicate that the database item is supported by a
switch.
●
Items marked "EAS" require that the Expert Agent Selection feature
be active on the switch for the items to be populated.
●
Items marked "e" are populated for the releases shown, but the
values are only meaningful for EAS releases.
●
Items marked "t" are populated for the releases shown, but the
values are only meaningful for Generic 3 EAS releases, with skill
level distribution of calls.
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
ABNCALLS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
ABNCALLS1-10
ABNRINGCALLS
ABNTIME
X
X
X
X
X
ACCEPTABLE
ACD (index)
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Switch cross-reference
2-196
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
ACDAUXOUTCALLS
ACDCALLS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
ACDCALLS1-10
ACDTIME
ACWINCALLS
ACWINTIME
ACWOUTADJCALLS
ACWOUTCALLS
ACWOUTOFFCALLS
ACWOUTOFFTIME
ACWOUTTIME
ACWTIME
AGINRING
ANSTIME
ASA
ASSISTS
X
X
X
X
X
X
X
X
X
X
X
X
X
AUXINCALLS
AUXINTIME
AUXOUTADJCALLS
AUXOUTCALLS
AUXOUTOFFCALLS
AUXOUTOFFTIME
AUXOUTTIME
AVAILABLE
BACKUPCALLS
BUSYCALLS
BUSYTIME
CALLSOFFERED
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Switch cross-reference
2-197
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
CONFERENCE
DA_ACWINCALLS
DA_ACWINTIME
DA_ACWOCALLS
DA_ACWOTIME
DA_INACW
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
DA_INQUEUE
DA_INRING
DA_OLDESTCALL
DA_ONACD
DEQUECALLS
DEQUETIME
DISCCALLS
DISCTIME
EVENT1-9
EWTHIGH
EWTLOW
EWTMEDIUM
EWTTOP
FAGINRING
FAVAILABLE
FINACD
FINAUX
FONACD
FOTHER
FSTAFFED
GNAGINRING
GNAVAILABLE
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Switch cross-reference
2-198
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
GNINACW
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
GNINAUX
GNINAUX0
GNINAUX1-9
GNONACD
X
GNONACDAUXOUT
GNONACDOUT
GNONACWIN
GNONACWOUT
GNONAUXIN
GNONAUXOUT
GNDA_INACW
GNDA_ONACD
GNOTHER
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
GNSTAFFED
HIGHCALLS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
HOLDABNCALLS
HOLDCALLS
HOLDTIME
X
X
X
X
X
X
X
X
X
X
X
X
I_ACDAUXINTIME
I_ACDAUX_OUTTIME
I_ACDOTHERTIME
I_ACDTIME
I_ACWINTIME
I_ACWOUTTIME
I_ACWTIME
I_ARRIVED
I_AUXINTIME
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Switch cross-reference
2-199
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
I_AUXOUTTIME
I_AUXTIME
I_AUXTIME0
I_AUXTIME1-9
I_AVAILTIME
I_DA_ACDTIME
I_DA_ACWTIME
I_NORMTIME
I_OL1TIME
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
EAS
X
X
X
X
X
X
X
X
X
I_OL2TIME
I_OTHERTIME
I_RINGTIME
I_STAFFTIME
I_TAUXTIME
I_TOTHERTIME
I_TAVAILABLE
INACW
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
INAUX
X
INAUX0
X
INAUX1-9
EAS
X
INCOMPLETE
INFLOWCALLS
INQUEUE
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
INRING
X
INTERFLOWCALLS
INTRVL
X
X
LOWCALLS
MAXINQUEUE
X
X
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Switch cross-reference
2-200
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
MAXOCWTIME
MAXSTAFFED
MAXTOP
X
X
t
X
X
X
t
X
X
t
X
X
t
X
X
t
X
t
MAX_TOT_PERCENTS
MEDCALLS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
NOANSREDIR
O_ABNCALLS
O_ACDCALLS
O_ACDTIME
O_ACWTIME
O_OTHERCALLS
OLDESTCALL
ONACD
ONACDAUXOUT
ONACDOUT
ONACWIN
ONACWOUT
ONAUXIN
ONAUXOUT
ONHOLD
OTHER
OTHERCALLS
OTHERTIME
OUTFLOWCALLS
OUTFLOWTIME
PERIOD 1-9
PERIODCHG
PHANTOMABNS
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-201
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
POSITIONS
R1AGINRING
R1AVAILABLE
R1INACW
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
t
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
t
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
t
R1INAUX
R1ONACD
R1OTHER
R1STAFFED
R2AGINRING
R2AVAILABLE
R2INACW
R2INAUX
R2ONACD
R2OTHER
R2STAFFED
RINGCALLS
RINGTIME
X
X
X
X
X
X
X
X
X
X
X
X
ROW_DATE
SERVICELEVEL
SKSTATE
SLVLABNS
SLVLOUTFLOWS
SPLIT
X
X
X
X
X
X
t
X
X
X
X
X
X
t
X
X
X
X
X
X
t
STAFFED
STARTTIME
SVCLEVELCHG
TAGINRING
TAVAILABLE
t
t
t
t
t
t
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-202
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
TDA_INACW
TDA_ONACD
TINACW
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
TINAUX
t
t
t
t
TINAUX0
t
t
t
t
TINAUX1-9
TONACD
EAS
X
t
X
t
X
t
t
t
t
t
t
t
t
t
t
TONACDAUXOUT
TONACDOUT
TONACWIN
TONACWOUT
TONAUXIN
TONAUXOUT
TOPCALLS
TOTHER
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
X
t
X
t
X
t
t
t
t
t
t
t
TOT_PERCENTS
TRANSFERRED
TSTAFFED
X
X
t
X
X
t
X
X
t
X
t
X
t
X
t
The following table lists which Agent database items are supported by
each of the switch releases.
Agent database items
2
The following is a key to the table:
●
Items marked "X" indicate that the database item is supported by a
switch.
●
Items marked "EAS" require that the Expert Agent Selection feature
be active on the switch for the items to be populated.
●
Items marked "e" are populated for the releases shown, but the
values are only meaningful for EAS releases.
●
Items marked "*" are populated for the releases shown, but the
values are only meaningful for Generic 3 EAS releases, with skill
level distribution of calls.
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-203
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
ABNCALLS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
ABNTIME
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
ACD
ACD_RELEASE
ACDAUXOUTCALLS
ACDCALLS
ACDONHOLD
ACDTIME
ACWINCALLS
ACWINTIME
ACWOUTADJCALL
ACWOUTCALLS
ACWOUTOFFCALLS
ACWOUTOFFTIME
ACWOUTTIME
ACWTIME
AGDURATION
AGSTATE
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
AGTIME
ANSRINGTIME
ASSIST
ASSISTS
AUXINCALLS
AUXINTIME
AUXOUTADJCALLS
AUXOUTCALLS
AUXOUTOFFCALLS
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-204
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
AUXOUTOFFTIME
AUXOUTTIME
X
X
X
X
X
X*
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X*
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X*
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X*
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X*
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
AUXREASON
X*
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
AWORKMODE
CHANGED
CONFERENCE
DA_ABNCALLS
DA_ABNTIME
DA_ACDCALLS
DA_ACDTIME
DA_ACWINCALLS
DA_ACWINTIME
DA_ACWOADJCALLS
DA_ACWOCALLS
DA_ACWOOFFCALLS
DA_ACWOOFFTIME
DA_ACWOTIME
DA_ACWTIME
DA_ANSTIME
DA_INQUEUE
DA_OLDESTCALL
DA_OTHERCALLS
DA_OTHERTIME
DA_RELEASE
DA_SKILL
DACALLS_FIRST
DESTINATION
DIRECTION
X
X
X
X
X
X
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-205
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
DURATION
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
EAS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
EAS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
EAS
X
EVENT1-9
X
X
EXTENSION
GNSKILL
HOLDABNCALLS
HOLDACDTIME
HOLDCALLS
HOLDTIME
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
EAS
I_ACDAUXINTIME
I_ACDAUX_OUTTIME
I_ACDOTHERTIME
I_ACDTIME
I_ACWINTIME
I_ACWOUTTIME
I_ACWTIME
I_AUXINTIME
I_AUXOUTTIME
I_AUXTIME
I_AVAILTIME
I_DA_ACDTIME
I_DA_ACWTIME
I_OTHERTIME
I_RINGTIME
I_STAFFTIME
INCOMPLETE
INTRVL
LEVEL
LOC_ID
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-206
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
LOGID
X
e
X
X
X
X
X
LOGONSKILL
LOGONSKILL2-4
LOGONSKILL5
LOGONSKILL6-20
LOGONSTART
MALICIOUS
MOVEPENDING
NOANSREDIR
O_ACDCALLS
O_ACDTIME
O_ACWTIME
OLDEST_LOGON
ONHOLD
e
e
e
e
e
EAS
EAS
EAS
EAS
EAS
X
EAS
EAS
EAS
X
EAS
EAS
EAS
X
EAS
EAS
EAS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
ORIGIN
X
X
X
X
PENDINGSPLIT
PERCENT
X
X
X
X
X
X
X
PHANTOMABNS
POSITION
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
PREFERENCE
RINGCALLS
RINGTIME
X
X
X
X
X
X
X
X
X
X
X
X
X
ROLE
X
X
X
ROW_DATE
X
X
X
X
X
X
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-207
G3V2/
G3V3
Database Item
G3V4
EAS
ECS R5 ECS R6 ECS R7 ECS R8
SKILLTYPE For ECS R5, these EAS
items are populated with "p" for
skill level 1, "s" for skill level 2,
and "blank" for skill levels 3-16.
Customers with Generic 3
X
X
X
X
Version 5 or later EAS should
use the SKLEVEL items instead
to see all skill levels.
SKILLTYPE2-4
SKLEVEL
EAS
EAS
EAS
EAS
EAS
EAS
X
X
X
X
EAS
EAS
EAS
EAS
EAS
EAS
X
X
X
SKLEVEL2-4
SKLEVEL5-20
SKPERCENT
SKPERCENT2-20
SPLIT
EAS
EAS
X
EAS
EAS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
STARTED
X
X
X
X
STARTTIME
TI_AUXTIME
TI_AUXTIME0
TI_AUXTIME1-9
TI_AVAILTIME
TI_OTHERTIME
TI_STAFFTIME
TOPSKILL
X
X
X
X
X
X
X
X
X
X
X
X
EAS
X
EAS
X
EAS
X
EAS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
TRANSFERRED
TYPE
X
X
X
X
X
X
EAS
EAS
EAS
X
X
X
USE_SVC_OBJ
VDN
X
X
X
X
X
X
X
X
X
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-208
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
WORKMODE
WORKSKLEVEL
WORKSKILL
X
X
X
X
X
X
EAS
X
EAS
X
EAS
X
EAS
X
EAS
X
EAS
X
WORKSPLIT
X
X
X
X
X
X
WORKSPLIT2-3
WORKSPLIT4
WORKSPLIT5
WORKSPLIT6-20
X
X
X
X
X
X
X
X
X
X
X
X
EAS
EAS
EAS
EAS
EAS
EAS
EAS
EAS
The following table lists the Trunk Group database items are supported
by each of the switch releases:
Trunk group database
items
2
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
ABNCALLS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
ABNQUECALLS
ABNRINGCALLS
ABNVECCALLS
ACD (index)
ACDCALLS
ADJUNCTOUT
ALLINUSE
ALLINUSETIME
AUDIO
BH_ABNCALLS
BH_ACDCALLS
BH_ALLINUSETIME
BH_BUSYCALLS
BH_DISCCALLS
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-209
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
BH_INCALLS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
BH_INTIME
X
X
X
X
X
X
X
X
X
BH_OABNCALLS
BH_OACDCALLS
BH_OOTHERCALLS
BH_OTHERCALLS
BH_OUTCALLS
BH_OUTTIME
BH_STARTTIME
BACKUPCALLS
BLOCKAGE
BUSYCALLS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
COMPLETED
CONNECTCALLS
DISCCALLS
EQLOC
X (8
char)
FAILURES
I_INOCC
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
I_OUTOCC
INBOUND
INCALLS
INCOMPLETE
INTIME
INTRVL
MBUSY
MBUSYTIME
NUMINUSE
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-210
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
O_ABNCALLS
O_ACDCALLS
O_OTHERCALLS
OTHERCALLS
OUTBOUND
OUTCALLS
OUTTIME
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
ROW_DATE
SETUPTIME
SHORTCALLS
SPLIT
STARTTIME
TKGRP
TRANSFERRED
TRUNKS
VDN
VECTOR
The following table lists which Trunk database items are supported by
each of the switch releases:
Trunk database items
2
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
ABNCALLS
ACD
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
ACDCALLS
AUDIO
CALLING_LOGID
DIRECTION
DURATION
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-211
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
EQLOC
X
X
X
X
X
X
X
X
X
(8 char)
EXTENSION
FAILURES
I_INOCC
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
I_OUTOCC
INCALLS
INCOMPLETE
INTIME
INTRVL
ITN
LOC_ID
LOGID
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
MBUSYTIME
O_ABNCALLS
O_ACDCALLS
O_OTHERCALLS
OTHERCALLS
OUTCALLS
OUTTIME
PRIORITY
PRIORITY2-3
QUECOUNT
QUETYPE
QUETYPE2-3
ROW_DATE
SHORTCALLS
SPLIT
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-212
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
SPLIT2-3
STARTED
STARTTIME
TKGRP
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
TKSTATE
VDN
VECTOR
The following table lists which Vector database items are supported by
each of the switch releases:
Vector Database items
2
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
ABNCALLS
ABNQUECALLS
ABNRINGCALLS
ABNTIME
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
ACD
ACDCALLS
ADJATTEMPTS
ADJROUTED
ANSTIME
BACKUPCALLS
BUSYCALLS
BUSYTIME
DEFLECTCALLS
DISCCALLS
DISCTIME
X
X
X
X
X
X
X
X
X
X
X
X
GOTOCALLS
GOTOTIME
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-213
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
INCALLS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
INCOMPLETE
INFLOWCALLS
INPROGRESS
INQUEUE
X
X
X
X
X
X
X
X
X
X
INRING
INTERFLOWCALLS
INTIME
INTRVL
LOOKATTEMPTS
LOOKFLOWCALLS
NETDISCCALLS
NETPOLLS
NUMVDNS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
OTHERCALLS
OTHERTIME
OUTFLOWCALLS
OUTFLOWTIME
PHANTOMABNS
RINGCALLS
RINGTIME
ROW_DATE
STARTTIME
VDISCCALLS
VECTOR
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-214
The following table lists which VDN database items are supported by
each of the switch releases:
VDN Database items
2
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
ABNCALLS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
ABNCALLS1-10
ABNQUECALLS
ABNRINGCALLS
ABNTIME
ACCEPTABLE
ACD
ACDCALLS
ACDTIME
ACTIVECALLS
ACWTIME
X
X
X
X
X
ADJATTEMPTS
ADJROUTED
ANSCONNCALLS1-10
ANSTIME
ASA
ATAGENT
X
X
X
X
X
X
X
X
X
X
BH_ABNCALLS
BH_ACDCALLS
BH_ACDTIME
BH_BUSYCALLS
BH_DISCCALLS
BH_OTHERCALLS
BH_STARTTIME
BH_VDNCALLS
BACKUPCALLS
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-215
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
BSRPLAN
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
BUSYCALLS
BUSYTIME
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
CONNECTCALLS
CONNECTTIME
CONNTALKTIME
DEFLECTCALLS
DISCCALLS
DISCTIME
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
HOLDABNCALLS
HOLDACDCALLS
HOLDACDTIME
HOLDCALLS
HOLDTIME
I_ARRIVED
ILN
INCALLS
INCOMPLETE
INFLOWCALLS
INPROGRESS
INQUEUE
INRING
INTERFLOWCALLS
INTIME
INTRVL
INVECTOR
LOOKATTEMPTS
LOOKFLOWCALLS
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-216
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
MAXOCWTIME
MAXWAITING
NETDISCCALLS
NETINCALLS
NETINTIME
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
NETPOLLS
NOANSREDIR
NUMTGS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
OLDESTCALL
OTHERCALLS
OTHERTIME
OUTFLOWCALLS
OUTFLOWTIME
PERIOD1-9
PERIODCHG
PHANTOMABNS
RETURNCALLS
RINGCALLS
X (V3)
X
RINGTIME
X
ROW_DATE
X
SERVICELEVEL
SKILL1-3
X
X (EAS)
X (EAS)
X (EAS)
X (EAS)
X
X (EAS) X (EAS) X (EAS) X (EAS) X (EAS)
X (EAS) X (EAS) X (EAS) X (EAS) X (EAS)
X (EAS) X (EAS) X (EAS) X (EAS) X (EAS)
X (EAS) X (EAS) X (EAS) X (EAS) X (EAS)
SKILLACWTIME1-3
SKILLCALLS1-3
SKILLTIME1-3
SLVLABNS
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
SLVLOUTFLOWS
STARTTIME
X
X
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-217
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
SVCLEVELCHG
TRANSFERRED
VDISCCALLS
VDN
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
VECTOR
The following table lists the Call Work Codes database items and the
switches each item applies to:
Call work codes
database items
2
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
ACD
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
ACDCALLS
ACDTIME
ACWTIME
CWC
INCOMPLETE
INTRVL
ROW_DATE
STARTTIME
The following table lists which Agent Login/Logout database items are
supported by each of the switch releases:
Agent login/logout
database items
2
G3V2/
G3V3
Database Item
G3V4
ECS R5
ECS R6
ECS R7
ECS R8
ACD
X
X
X
X
X
X
X
X
X
X
EXTN
X
X
X
X
X
X
X
X
X
X
INFLAG
LOC_ID
LOGID
X
X
X
X
X
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-218
G3V2/
G3V3
Database Item
LOGIN
G3V4
ECS R5
ECS R6
ECS R7
ECS R8
X
X
X
X
X
X
LOGONSKILL2-4
LOGONSKILL5
LOGONSKILL6-20
LOGOUT
X (EAS)
X (EAS)
X (EAS) X (EAS)
X (EAS) X (EAS)
X (EAS) X (EAS)
X (EAS)
X (EAS)
X (EAS)
X (EAS)
X (EAS)
X (EAS)
X
X
X
X
X
X
X
X
X
X
LOGOUT_DATE
LOGOUTREASON
OUTFLAG
X
X
X (EAS) X (EAS)
X (EAS)
X (EAS)
X
X
X
X
X
X
X
X
X
X
PREFERENCE
ROW_DATE
X
X
X
X
X
X
SKILLTYPE
X (EAS)
X (EAS)
X (EAS)
X (EAS)
X (EAS)
X (EAS)
X (EAS)
X (EAS)
X (EAS) X (EAS)
X (EAS) X (EAS)
X (EAS) X (EAS)
X (EAS) X (EAS)
X (EAS) X (EAS)
X
X (EAS)
X (EAS)
X (EAS)
X (EAS)
X (EAS)
X
X (EAS)
X (EAS)
X (EAS)
X (EAS)
X (EAS)
X
SKILLTYPE2-4
SKLEVEL
SKLEVEL2-4
SKLEVEL5-20
SKPERCENT
SKPERCENT2-20
SPLIT
X
X
X
X
X
X
X
X
X
The following table lists which Agent Trace database items are supported
by each of the switch releases:
Agent trace database
items
2
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
ACD
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
AGT_RELEASED
ASSIST_ACTV
AUXREASON
CALLER_HOLD
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-219
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
CALLING_II
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
CALLING_PTY
CONFERENCE
DIGITS_DIALED
DIRECTION
DURATION
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
EVENT_TIME
EXT_CALL_ORIG
KEYBD_DIALED
LOC_ID
LOGID (index)
LOGOUTREASON
MCT
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
RECONNECT
ROW_DATE
SPLIT
STARTTIME
TRANSFERRED
UCID
WMODE_SEQ
WORKCODE
WORKMODE
X
X
X
X
X
X
X
X
X
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-220
The following table lists which Current Day Configuration database items
are supported by each of the switch releases:
Current day
configurationdatabase
items
2
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6 ECS R7 ECS R8
ACD
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
CHANGE
CHPROF
FMETHOD
HDATE1
HDATE2
HDATE3
HDATE4
ROW_DATE
SPLIT
TRENDBASE
WT1
WT2
WT3
WT4
The following table lists which Current Day Report database items are
supported by each of the switch releases:
Current day report
database items
2
G3V2/
G3V3
Database Item
G3V4
ECS R5 ECS R6
ECS R7
ECS R8
ACD
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
AGOCC
X
X
X
X
X
X
X
X
X
X
AVGAGSERV
AVGSPEEDANS
FCALLS
INTRVL
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-221
G3V2/
G3V3
Database Item
NUMAGREQ
G3V4
ECS R5 ECS R6
ECS R7
ECS R8
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
RAGOCC
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
RAVGSPEEDANS
ROW_DATE
RSERVLEVELP
SERVLEVELP
SERVLEVELT
SPLIT
STARTTIME
The following table lists which Call Record database items are supported
by each of the switch releases:
Call record database
items
2
G3V2/
G3V3
Database Item
G3V4
ECS R5
ECS R6
ECS R7
ECS R8
ACD
X
X
X
X
X
X
ACWTIME
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
AGT_RELEASED
ANSHOLDTIME
ANSLOCID
ANSLOGIN
ANSREASON
ASSIST
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
AUDIO
CALLID
CALLING_II
CALLING_PTY
CONFERENCE
CONSULTTIME
X
X
X
X
X
X
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-222
G3V2/
G3V3
Database Item
DA_QUEUED
G3V4
ECS R5
ECS R6
ECS R7
ECS R8
X
X
X
X
X
X
DIALED_NUM
DISPIVECTOR
DISPOSITION
DISPPRIORITY
DISPSKLEVEL
DISPSPLIT
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X (EAS)
X (EAS)
X (EAS) X (EAS)
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
DISPTIME
X
DISPVDN
X
DURATION
X
EQLOC
X (8 char)
EVENT1-9
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
FIRSTIVECTOR
FIRSTVDN
HELD
HOLDABN
LASTCWC
LASTDIGITS
LASTOBSERVER
MALICIOUS
NETINTIME
OBSERVINGCALL
OBSLOCID
X
X
X
X
X
X
X
X
X
ORIGHOLDTIME
ORIGLOCID
ORIGLOGIN
ORIGREASON
ROW_DATE
X
X
X
X
X
X
X
X
X
X
X
X
X
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference
2-223
G3V2/
G3V3
Database Item
G3V4
ECS R5
ECS R6
ECS R7
ECS R8
ROW_TIME
SEGMENT
SEGSTART
SEGSTOP
SEQNUM
SPLIT1
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
SPLIT2
SPLIT3
TALKTIME
TKGRP
TRANSFERRED
UCID
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Search values and calculations
2-224
Search values and calculations
2
Overview
2
This section presents database search values and calculations.
Purpose
2
2
Organization
●
Agent State and Row Search Values Cross-Reference
●
Call Disposition and Row Search Values Cross-Reference
●
Standard Dictionary Calculations
●
Reports-specific Calculations
Agent state and
row search
values cross-
reference
2
Use the following table to identify how CentreVu CMS stores Agent State
(names) and the applicable row search values:
Agent state and row
search table of values
2
Values for Row
Status Database Items
State Names
PBX
Search
AG_DEST
1
2
1
2
1
2
OFF
AG_DEST
AG_DIR
PBX
OFF
OUT
IN
AG_ORIG
BLANK
PHONE
KEYBOARD
0
1
2
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2-225
Values for Row
Status Database Items
AG_PREF
State Names
LVL
Search
1
2
1
0
1
0
1
0
0
1
2
3
4
5
6
7
8
9
80
2
1
1
0
1
2
NEED
YES
ALL_BUSY
PER_CHG
SLVL_CHG
TKSTATE
NO
YES
NO
YES
NO
UNKNOWN
IDLE
SEIZED
QUEUED
CONN
DABN
MBUSY
FBUSY
FDISC
HOLD
RINGING
IN
TK_DIR
OUT
TK_PRI
YES
NO
TK_QTYPE
MAIN
BACKUP
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2-226
Values for Row
Status Database Items
WORKMODE
State Names
UNKNOWN
Search
0
UNSTAF
AVAIL
10
20
ACD
30
ACW
40
AUX
50
DACD
60
DACW
OTHER
RING
70
220
80
LOGON
LOGOFF
TRACE ON
TRACE OFF
100
110
120
121
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2-227
Call disposition
and row search
values cross-
reference
2
Use the following table to identify how CentreVu CMS stores Call
Disposition and the applicable row search values:
Call disposition and
row search table of
values
2
Values for
Status Database Items State Names
Row
Search
DISPOSITION
CONN
ANS
1
2
3
4
5
6
7
ABAN
IFLOW
FBUSY
FDISC
OTHER
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Calculations
2-228
Calculations
2
Overview
2
2
These are the calculations used in real-time and historical reports. You
can also use them in custom reports. Do not modify any of the standard
CentreVu CMS Dictionary calculations. If you modify the standard
calculations the meaning of the data will be changed.
Purpose
Standard
Dictionary
Calculations
2
The following table lists all of the standard CentreVu CMS Dictionary
calculations:
Standard Dictionary
Calculations Table
2
Calculation Name
ACW_AUX_OUT_ADJ
Calculation
Description
ACWAUXOUTADJCALLS +
AUXOUTADJCALLS
Off-switch calls by
adjunct while in ACW
or AUX.
ACW_AUX_OUT_CALLS
sum(ACWOUTOFFCALLS +
AUXOUTOFFCALLS)
All off-switch calls
placed while in ACW
or AUX.
AGENTS_ON_EXT_CALLS
AVG_ABANDON_TIME
AVG_ABANDON_TIME_SUM
AVG_ACD_TALK_TIME
AVG_ACD_TALK_TIM_SUM
AVG_ACW_TIME
(ONACWIN + ONAUXIN +
ONACWOUT + ONAUXOUT)
Agents on extension
calls.
ABNTIME / ABNCALLS
Average time to
abandon.
sum(ABNTIME) / sum(ABNCALLS)
ACDTIME / ACDCALLS
Total average
abandon time.
Average ACD talk
time.
(sum(ACDTIME) / sum(ACDCALLS)
ACWTIME / ACDCALLS
Total average ACD
talk time.
Average ACW time.
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Calculation Name
Calculation
Description
AVG_ACW_TIME_SUM
sum(ACWTIME) / sum(ACDCALLS)
Total average ACW
time.
AVG_ACWAUX_OUT_CALLS
sum(ACWOUTOFFTIME +
AUXOUTOFFTIME) /
sum(ACWOUTOFFCALLS +
AUXOUTOFFCALLS)
Average time for off-
switch calls while in
ACW or AUX.
AVG_AGENT_ACW_SUM
AVG_AGENT_ACW_TIME
AVG_AGENT_TALK_SUM
AVG_AGENT_TALK_TIME
AVG_ANSWER_SPEED
AVG_ANSWER_SPEED_SU M
AVG_CONNECT_TIME
sum(TOTAL_ACWTIME) /
sum(TOTAL_ACDCALLS)
Total average agent
ACW time.
TOTAL_ACWTIME /
TOTAL_ACDCALLS
Average ACW time.
sum(TOTAL_ACDTIME) /
sum(TOTAL_ACDCALLS)
Total average agent
ACD talk time.
TOTAL_ACDTIME /
TOTAL_ACDCALLS
Average agent ACD
talk time.
ANSTIME / ACDCALLS
Average speed of
answer.
sum(ANSTIME) / sum(ACDCALLS)
CONNECTTIME / CONNECTCALLS
Total average answer
speed.
Average amount of
time for a non-ACD
call to connect to
agent.
AVG_CONNECT_TIME_SUM
sum(CONNECTTIME) /
sum(CONNECTCALLS)
Total average amount
of time for a non-ACD
call to connect to
agent.
AVG_DEQUE_ACD_TIME
AVG_EQV_AGENTS_STFD
DEQUETIME / DEQUECALLS
Average talk time for
calls queued to a split
and elsewhere.
(TOTAL_I_ACDACW +
TOTAL_I_ACDHOLD +
The average
positions staffed for
TOP_AVAUXTIME + FTEA_AVAUX) / this skill across all
(INTRVL * 60)
call handling
preferences.
AVG_HOLD_TIME
HOLDTIME / HOLDCALLS
Average hold time.
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Calculation Name
Calculation
sum(HOLDTIME) /
Description
AVG_HOLD_TIME_SUM
Total average hold
time.
sum(HOLDCALLS)
AVG_INB_ACD_TIME
(TOTAL_ACDTIME - O_ACDTIME) /
(TOTAL_ACDCALLS -
The average inbound
ACD time.
O_ACDCALLS)
AVG_INB_ACW_TIME
(TOTAL_ACWTIME - O_ACWTIME) / The average inbound
INBOUND_ACDCALLS
ACW time.
AVG_INB_ACD_TIME_SUM
(sum(TOTAL_ACDTIME -
O_ACDTIME)) /
Average inbound
ACD time.
INBOUND_ACDCALLS
AVG_INB_ACW_TIME_SUM
AVG_OUTB_ACD_SUM
(sum(TOTAL_ACWTIME-
O_ACWTIME))/
INBOUND_ACDCALLS
Average inbound
ACW time.
sum(O_ACDTIME) /
sum(O_ACDCALLS)
Total outbound
average ACD talk
time.
AVG_OUTB_ACD_TIME
AVG_OUTB_ACW_SUM
O_ACDTIME / O_ACDCALLS
Outbound average
ACD talk time.
sum(O_ACWTIME) /
sum(O_ACDCALLS)
Total outbound
average ACW talk
time.
AVG_OUTB_ACW_TIME
AVG_POS_STAFF
O_ACWTIME / O_ACDCALLS
I_STAFFTIME / (INTRVL * 60)
Outbound average
ACW talk time.
Average positions
staffed.
AVG_POS_STAFF_SUM
AVG_TALK_TIME_IN
sum(I_STAFFTIME) / sum(INTRVL *
60)
Total average
positions staffed.
(ACWINTIME + AUXINTIME) /
(ACWINCALLS + AUXINCALLS)
Extension in calls
average talk time.
AVG_TALK_TIME_IN_SUM
sum(ACWINTIME + AUXINTIME) /
Extension in calls
sum(ACWINCALLS + AUXINCALLS) total average talk
time.
AVG_TALK_TIME_OUT
(ACWOUTTIME + AUXOUTTIME) /
Extension out calls
(ACWOUTCALLS + AUXOUTCALLS) average talk time.
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Calculation Name
Calculation
Description
AVG_TALK_TIM_OUT_SUM
sum(ACWOUTTIME +
AUXOUTTIME) /
sum(ACWOUTCALLS +
AUXOUTCALLS)
Extension out calls
total average talk
time
AVG_TOP_STAFF_SUM
sum(TOT_I_ACDACW_SUM +
TOT_I_ACDHOLD_SUM +
TOP_AVAUXTIME_SUM)/sum(INTR
VL*60)
Average positions
staffed for EAS,
summed over all
records found in the
search, making use
of the top agent
concept to avoid
double- counting
agents’ time when
they are staffed in
multiple skills.
AVG_TRK_HOLD_IN_SUM
AVG_TRK_HOLD_OUT_SUM
sum(INTIME) / sum(INCALLS)
Inbound total average
trunk holding time.
sum(OUTTIME) / sum(OUTCALLS)
Outbound total
average trunk holding
time.
AVG_TRK_HOLD_TIME
(INTIME + OUTTIME) / (INCALLS +
OUTCALLS)
Average trunk
holding time.
AVG_TRK_HOLD_TIME_IN
AVG_TRK_HOLD_TIM_OUT
AVG_VDN_ACD_SK1_TIME
INTIME / INCALLS
Inbound average
trunk holding time.
OUTTIME / OUTCALLS
SKILLTIME1/SKILLCALLS1
Outbound average
trunk holding time.
Average time spent
on calls for VDN skill
preference 1.
AVG_VDN_ACD_SK2_TIME
AVG_VDN_ACD_SK3_TIME
AVG_VDN_ACW_SK1_TIME
SKILLTIME2/SKILLCALLS2
SKILLTIME3/SKILCALLS3
SKILLACWTIME1/SKILLCALLS1
Average time spent
on calls for VDN skill
preference 2.
Average time spent
on calls for VDN skill
preference 3.
Average time spent in
ACW for VDN skill
preference 1.
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Calculation Name
Calculation
Description
AVG_VDN_ACW_SK2_TIME
SKILLACWTIME2/SKILLCALLS2
Average time spent in
ACW for VDN skill
preference 2.
AVG_VDN_ACW_SK3_TIME
SKILLACWTIME3/SKILLCALLS3
Average time spent in
ACW for VDN skill
preference 3.
AVG_VDN_TIME
INTIME / INCALLS
Average VDN time.
AVG_VDN_TIME_SUM
sum(INTIME) / sum(INCALLS)
Total average time in
VDN.
AVG_VEC_TIME
INTIME / INCALLS
Average vector time.
AVG_VEC_TIME_SUM
sum(INTIME) / sum(INCALLS)
Total average vector
time.
BUSY_DISCONNECT
BUSYCALLS + DISCCALLS
Number of calls that
were busy and
disconnected.
CALLS_PER_POS
(60 * INTRVL * ACDCALLS) /
I_STAFFTIME
Calls per position
staffed.
CALLS_PER_POS_SUM
(sum(60 * INTRVL) *
sum(ACDCALLS))/
sum(I_STAFFTIME
Total calls per
position.
CALLS_WAITING
INQUEUE + INRING
Number of calls
ringing and queued
for split/skill.
CCS_TIME_INBOUND
CCS_TIME_OUTBOUND
DEDICATED_AGENT
sum(I_INOCC)/100
CCS trunk time
attributed to inbound
calls.
sum(I_OUTOCC)/100
(FTE_AGENTS) + TSTAFFED
CCS trunk time
attributed to
outbound calls.
The number of
agents considered
dedicated to this skill.
EXT_CALL_IN
(ACWINCALLS + AUXINCALLS0
ACWOUTCALLS + AUXOUTCALLS
Incoming extension
calls.
EXT_CALL_OUT
Outgoing extension
calls.
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2-233
Calculation Name
Calculation
Description
EXT_IN_TIME
(I_ACWINTIME + I_AUXINTIME)
Time on incoming
extension calls.
EXT_OUT_TIME
FACTIVE_AG
(I_ACWOUTTIME +
I_AUXOUTTIME)
Time on outgoing
extension calls.
FAGINRING + FONACD + FINACW
The number of flex
agents on ACD calls,
ringing, or in ACW for
this skill.
FTE_AGENTS
FTEA_AVAUX
TOT_PERCENTS / 100
The number of full-
time equivalent
agents staffed for this
skill.
(I_AVAILTIME + I_AUXTIME) *
(MAX_FTE_AGENTS) /
MAXSTAFFED
The proportion of
non-ACD time for this
skill for percent
allocated (PCNT)
agents.
I_SUM_TIME
I_ACDTIME + I_ACWTIME +
I_OTHERTIME + I_RINGTIME +
I_DA_ACDTIME + I_ DA_ACWTIME
Intermediate time
used to calculate
INT_AUXTIME.
INBOUND_ACDCALLS
INT_AUXTIME
(sum (TOTAL_ACDCALLS -
O_ACDCALLS))
Total inbound ACD
calls.
I_STAFFTIME - I_AVAILTIME -
I_ACDTIME - I_ACWTIME -
I_OTHERTIME - I_RINGTIME -
I_DA_ACDTIME - I_DA_ACWTIME
Agent time in AUX
work in a single
split/skill.
INTRVL_END_TIME
MAIN_ACD_CALLS
MAX_DEDICATED_AGT
STARTTIME + INTERVL
Time of the end of an
interval.
sum(ACDCALLS) - sum
(BACKUPCALLS)
Calls answered for
main split/skill.
(MAX_FTE_AGENTS) + MAXTOP
The maximum agents
(top agents plus full-
time equivalent
agents) considered
dedicated to this skill.
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Calculation Name
Calculation
Description
MAX_FTE_AGENTS
MAX_TOT_PERCENTS / 100
The maximum
number of full-time
equivalent agents on
this skill.
PERCENT_ACD_TIME
100 * ((I_ACDTIME + I_ACWTIME) /
I_STAFFTIME)
Percentage of time
agents spend on
split/skill ACD calls
and in ACW.
PERCENT_ACD_TIME_SUM
100 * (sum(I_ACDTIME +
I_ACWTIME) / sum(I_STAFFTIME))
Total percentage of
time agents in spend
on split/skill ACD
calls and in ACW.
PERCENT_ALL_BUSY
100 * (ALLINUSETIME /
SECS_PER_DAY)
Percentage of time all
trunks in use.
PERCENT_ALL_BUSY_D
100 * (ALLINUSETIME /
d_secs.SECSPERDAY)
Percentage of time all
trunks in use in the
day.
PERCENT_ALL_BUSY_I
PERCENT_ALL_BUSY_M
PERCENT_ALL_BUSY_W
100*(ALLINUSETIME)/sum(INTERVL Percent of time all
*60)
trunks were busy in
interval.
100 * (ALLINUSETIME
/m_secs.SECSPERMN)
Percentage of time all
trunks in use in the
month.
100 * (ALLINUSETIME
/w_secs.SECSPERWK)
Percentage of time all
trunks in use in the
week.
PERCENT_ALL_BUSY_SUM
PERCENT_AL_BSY_SUM_D
100 * (sum(ALLINUSETIME) /
sum(SECS_PER_DAY))
Percentage of time all
trunks in use.
100 * (sum(ALLINUSETIME) /
sum(d_secs.SECSPERDAY))
Percentage of time all
trunks in use during
the day.
PERCENT_AL_BSY_SUM_M
PERCENT_AL_BSY_SUM_W
100 * (sum(ALLINUSETIME) /
sum(m_secs.SECSPERMN))
Percentage of time all
trunks in use during
the month.
100 * (sum(ALLINUSETIME) /
sum(w_secs.SECSPERWK))
Percentage of time all
trunks in use during
the week.
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Calculation Name
Calculation
Description
PERCENT_ALL_MBUSY_I
100*(MBUSYTIME)/(INTERVL*60)su Percent of time all
m(TRUNKS)
trunks were
maintenance busy.
PERCENT_AUX_WORK
PERCENT_AUX_WORK_SUM
PERCENT_CALL_ABAN
100 * (I_AUXTIME / I_STAFFTIME)
Percentage time
agents spent in AUX.
100 * (sum(I_AUXTIME) /
sum(I_STAFFTIME))
Total percentage time
agents spent in AUX.
100 * (ABNCALLS /
(CALLSOFFERED))
Percentage of calls
offered that
abandoned.
PERCENT_CALL_ANS
PERCENT_CALL_ANS_SUM
PERCENT_MBUSY
100 * (ACDCALLS /
CALLSOFFERED)
Percentage of calls
offered that were
answered.
100 * (sum(ACDCALLS) /
sum(CALLSOFFERED))
Total percentage of
calls offered that
were answered.
100 * (MBUSYTIME /
(SECS_PER_DAY * TRUNKS))
Percent of time
trunks maintenance
busy. NOTE: This
calculation is
obsolete. Do not use
it.
PERCENT_MBUSY_D
PERCENT_MBUSY_M
PERCENT_MBUSY_W
PERCENT_MBUSY_SUM_D
100 * (MBUSYTIME /
(d_secs.SECSPERDAY * TRUNKS))
Percent of time
trunks were
maintenance busy
during the day.
100 * (MBUSYTIME /
(m_secs.SECSPERMN * TRUNKS))
Percent of time all
trunks were
maintenance busy
during the month.
100 * (MBUSYTIME /
(w_secs.SECSPERWK * TRUNKS))
Percent of time all
trunks were
maintenance busy
during the week.
100 * (sum(MBUSYTIME) /
(avg(d_secs.SECSPERDAY) *
sum(TRUNKS)))
Percent of time all
trunks were
maintenance busy
during the day.
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Calculation Name
Calculation
Description
PERCENT_MBUSY_SUM_M
100 * (sum(MBUSYTIME) /
(avg(m_secs.SECSPERMN) *
sum(TRUNKS)))
Percent of time all
trunks were
maintenance busy
during the month.
PERCENT_MBUSY_SUM_W
PERCENT_MBUSY_SUM
100 * (sum(MBUSYTIME) /
(avg(w_secs.SECSPERWK) *
TRUNKS))
Percent of time all
trunks were
maintenance busy
during the week.
100 * (sum(MBUSYTIME) /
(avg(SECS_PER_DAY) *
sum(TRUNKS)))
Percent time trunks in
were maintenance
busy. NOTE: This
calculation is
obsolete. Do not use
it.
PERCENT_SERV_LVL_SPL
PERCENT_SERV_LVL_VDN
PERCENT_SERV_SPL_OUT
100 * (ACCEPTABLE /
CALLSOFFERED)
Percentage of calls
answered in service
level for split/skill.
100 * (sum(ACCEPTABLE) /
sum(INCALLS))
Percent of calls
answered within
service level for VDN
100 - <PERCENT_SERV_LVL_SPL> Percent of calls to a
split/skill outside of
the Area 51 service
level.
PERCENT_SERV_VDN_OUT
PERCENT_SLVL_SPL_SUM
100 - <PERCENT_SERV_LVL_VDN> Percent of calls to
VDN outside service
level.
100 * (sum(ACCEPTABLE) * sum
(CALLSOFFERED))
Percent of total split
calls answered in
service level
PERCENT_VDN_ABAN
100 * (sum(ABNCALLS) /
sum(INCALLS))
Percent of calls
abandoned
PERCENT_VDN_ANSCONN
100 * (sum(ACDCALLS +
Percent of calls
CONNECTCALLS) / sum(INCALLS)) answered within
service level for VDN.
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Calculation Name
Calculation
Description
R1ACTIVE_AGT
R1AGINRING + R1ONACD +
R1INACW
The number of
reserve1 agents on
ACD calls, ringing, or
in ACW for this skill.
R2ACTIVE_AGT
SECS_PER_DAY
R2AGINRING + R2ONACD +
R2INACW
The number of
reserve2 agents on
ACD calls, ringing, or
in ACW for this skill.
(24 * 60 * 60)
Seconds per day.
NOTE: To use
<SECS_PER_DAY>,
data collection must
be active 24 hours a
day, seven days a
week.
TOP_AVAUXTIME
sum
Subcalculation that
(I_TAUXTIME+I_TAVAILTIME+I_TOT supports the new
HERTIME)
AVG_TOP_STAFF
calculation. Sum of
the time top agents
spent in AUX work
and available.
TOP_AVAUXTIME_SUM
TOT_I_ACDACW_SUM
sum (I_TAUXTIME+I_TAVAILTIME)
Subcalculation that
supports the new
AVG_TOP_STAFF_S
UM calculation. Sum
of the time top agents
spent in AUX work
and available.
sum(I_ACDTIME + I_ACWTIME +
Subcalculation that
I_DA_ACDTIME + I_DA_ACWTIME + supports the new
I_RINGTIME)
AVG_TOP_STAFF_S
UM calculation. Sum
of the ACD and ACW
time for split/skill and
direct agent calls,
plus the (agent)
ringing time for those
calls.
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Calculation Name
Calculation
Description
TOT_I_ACDHOLD_SUM
sum(I_ACDOTHERTIME +
I_ACDAUXINTIME +
I_ACDAUX_OUTTIME)
Subcalculation that
supports the new
AVG_TOP_STAFF_S
UM calculation. Sum
of the time agents
spent with ACD calls
on hold.
TOTAL_I_ACDACW
sum (I_ACDTIME + I_ACWTIME
+I_DA_ACDTIME+I_DA_ACWTIME
+I_RINGTIME)
Subcalculation that
supports the new
AVG_TOP_STAFF
calculation. Sum of
the ACD and ACW
time for split/skill and
direct agent calls,
plus the (agent)
ringing time for those
calls.
TOTAL_ACDCALLS
TOTAL_I_ACDHOLD
(ACDCALLS + DA_ACDCALLS)
Total split/skill and
direct agent ACD
calls.
sum (I_ACDOTHERTIME+
I_ACDAUXINTIME+
I_ACDAUX_OUTITME)
Subcalculation that
supports the new
AVG_TOP_STAFF
calculation. Sum of
the time agents spent
with ACD calls on
hold.
TOTAL_ACDTIME
TOTAL_ACWTIME
TOTAL_I_ACDTIME
ACDTIME + DA_ACDTIME
(ACWTIME + DA_ACWTIME)
(I_ACDTIME + I_DA_ACDTIME)
Total ACD time.
Total ACW time.
Total interval-based
ACD time.
TOTAL_I_ACDHOLD
TOTAL_I_ACWTIME
I_ACDOTHERTIME +
I_ACDAUXINTIME +
I_ACD_ACDAUX_OUTTIME
Sum of the time
agents spent with
ACD calls on hold.
(I_ACWTIME + I_DA_ACWTIME)
Total interval-based
ACW time.
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Reports-specific
Calculations
2
2
The calculations in this section have been added specifically to support
reports modified for V8 CentreVu Supervisor. These calculations present
information supporting CentreVu Advocate and Virtual Routing. They are
not standard CMS calculations and are not part of the CMS database,
althouigh they draw data from the database. These calculations are only
available with R8 CentreVu Supervisor.
Overview
Calculations table
2
2
Calculation
Name
Database
Calculation
Description
Table
% Aban
100 * (sum(ABNCALLS) /
sum(INCALLS))
The number of the total
calls to all VDNs on a
selected ACD that
dvdn
abandoned, expressed
as a percentage. Used
in daily reports.
% Busy
100 * (sum(BUSYCALLS) /
sum(INCALLS))
The number of the total
calls to all VDNs on a
selected ACD that were
busy, expressed as a
percentage. Used in
daily reports.
dvdn
dvdn
% Disconnect
100 * (sum(DISCCALLS) /
sum(INCALLS))
The number of the total
calls to all VDNs on a
selected ACD that were
disconnected,
expressed as a
percentage. Used in
daily reports.
% Aban
100 * ABNCALLS / INCALLS
The number of the total
calls to a VDN that
hvdn, mvdn,
wvdn
abandoned, expressed
as a percentage. Used
in interval, weekly, and
monthly reports.
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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Calculations
2-240
Calculation
Name
Database
Calculation
100 * BUSYCALLS / INCALLS
Description
Table
% Busy
The number of the total
hvdn, mvdn,
calls to a VDN that were wvdn
busy, expressed as a
percentage. Used in
interval, weekly, and
monthly reports.
% Flow Out
100 * OUTFLOWCALLS) / INCALLS
The number of the total
calls to a VDN that were mvdn
redirected to another
VDN, expressed as a
percentage. Used in
interval, weekly, and
monthly reports.
hvdn, wvdn,
% Agent Occup
(Group) w/ACW I_ACDOTHERTIME +
I_ACDAUX_OUTTIME +
100 * (sum(I_RINGTIME +
The percentage of an
agent or agent group's
occupancy, including
after call work time. This
calculation is used in
interval, daily, weekly,
and monthly Historical
Agent Summary and
Agent Group Summary
reports. When it is used
in an Agent Summary
report, the field is %
Agent Occup.
hagent
I_ACDAUXINTIME + I_ACWTIME) /
(sum(TI_STAFFTIME – TI_AUXTIME
+ I_ACDAUX_OUTTIME +
I_ACDAUXINTIME))
% Agent Occup
(Group) w/o
ACW
100 * (sum(I_RINGTIME +
I_ACDOTHERTIME +
I_ACDAUX_OUTTIME +
I_ACDAUXINTIME) /
(sum(TI_STAFFTIME – TI_AUXTIME
+ I_ACDAUX_OUTTIME +
I_ACDAUXINTIME))
The percentage of an
agent or agent group's
occupancy, excluding
after call work time. This
calculation is used in
interval, daily, weekly,
and monthly Historical
Agent Summary and
Agent Group Summary
reports. When it is used
in an Agent Summary
report, the field is %
Agent Occup.
hagent
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Index
CentreVu® CMS R3V8 Database Items and Calculations
IN-1
Index
Agent State and Row Search Values Cross-Reference
2-224
Symbols
% Aban . . . . . . . . . . . . . . . . . . . . . 2-239
% Agent Occup (Group) w/o ACW . . . . . . . 2-240
% Busy . . . . . . . . . . . . . . . . . 2-239, 2-240
% Disconnect . . . . . . . . . . . . . . . . . . 2-239
% Flow Out . . . . . . . . . . . . . . . . . . . 2-240
Agents in Multiple Splits/Skills . . . . . . . . . . 1-24
AGENTS_ON_EXT_CALLS . . . . . . . . . . . 2-228
agex . . . . . . . . . . . . . . . . . . . . . . . 1-15
AVG_ANSWER_SPEED_SUM . . . . . . . . . 2-229
AVG_CONNECT_TIME . . . . . . . . . . . . . 2-229
A
Abandoned Call . . . . . . . . . . . . . . . . . . 1-6
Abandoned Calls . . . . . . . . . . . . . . . . . 1-20
ABNCALLS . . . . . . . . . . . . . . . . . . . . 2-8
ABNCALLS1-10. . . . . . . . . . . . . . . . . . 2-10
ABNQUECALLS . . . . . . . . . . . . . . . . . 2-10
ABNRINGCALLS . . . . . . . . . . . . . . . . . 2-11
ABNTIME . . . . . . . . . . . . . . . . . . . . . 2-11
ABNVECCALLS. . . . . . . . . . . . . . . . . . 2-12
ACCEPTABLE . . . . . . . . . . . . . . . . . . 2-13
ACD (index) . . . . . . . . . . . . . . . . . . . . 2-13
ACD Call . . . . . . . . . . . . . . . . . . . . . 1-6
ACD_RELEASE. . . . . . . . . . . . . . . . . . 2-15
ACDAUXOUTCALLS . . . . . . . . . . . . . . . 2-15
ACDCALLS . . . . . . . . . . . . . . . . . . . . 2-16
ACDCALLS1-10. . . . . . . . . . . . . . . . . . 2-17
ACDONHOLD (real-time) . . . . . . . . . . . . . 2-17
ACDTIME . . . . . . . . . . . . . . . . . . . . . 2-18
ACTIVECALLS (real-time) . . . . . . . . . . . . 2-18
ACW . . . . . . . . . . . . . . . . . . . . . . . 1-7
ACW_AUX_OUT_ADJ . . . . . . . . . . . . . 2-228
ACW_AUX_OUT_CALLS. . . . . . . . . . . . 2-228
ACWINCALLS . . . . . . . . . . . . . . . . . . 2-19
ACWINTIME . . . . . . . . . . . . . . . . . . . 2-19
ACWOUTADJCALLS . . . . . . . . . . . . . . . 2-20
ACWOUTCALLS . . . . . . . . . . . . . . . . . 2-20
ACWOUTOFFCALLS . . . . . . . . . . . . . . . 2-21
ACWOUTOFFTIME. . . . . . . . . . . . . . . . 2-21
ACWOUTTIME . . . . . . . . . . . . . . . . . . 2-22
ACWTIME. . . . . . . . . . . . . . . . . . . . . 2-22
ADJATTEMPTS. . . . . . . . . . . . . . . . . . 2-23
ADJROUTED . . . . . . . . . . . . . . . . . . . 2-24
ADJUNCTOUT (real-time) . . . . . . . . . . . . 2-24
Adjunct-Placed and Adjunct-Routed Calls . . . . 1-16
Administrative data, definition. . . . . . . . . . . 1-3
After Call Work . . . . . . . . . . . . . . . . . . 1-7
ag_actv . . . . . . . . . . . . . . . . . . . . . . 1-15
AG_DEST. . . . . . . . . . . . . . . . . . . . 2-224
AG_DIR . . . . . . . . . . . . . . . . . . . . . 2-224
AG_ORIG . . . . . . . . . . . . . . . . . . . . 2-224
AG_PREF. . . . . . . . . . . . . . . . . . . . 2-225
AGDURATION (real-time) . . . . . . . . . . . . 2-26
Agent . . . . . . . . . . . . . . . . . . . . . . . 1-7
Agent Counts . . . . . . . . . . . . . . . . . . . 1-31
Agent Position, EAS . . . . . . . . . . . . . . . 1-8
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Index
CentreVu® CMS R3V8 Database Items and Calculations
IN-2
AVG_CONNECT_TIME_SUM . . . . . . . . . 2-229
AVG_DEQUE_ACD_TIME . . . . . . . . . . . 2-229
AVG_EQV_AGENTS_STFD . . . . . . . . . . 2-229
AVG_HOLD_TIME . . . . . . . . . . . . . . . 2-229
AVG_HOLD_TIME_SUM . . . . . . . . . . . . 2-230
AVG_INB_ACD_TIME . . . . . . . . . . . . . 2-230
AVG_INB_ACD_TIME_SUM . . . . . . . . . . 2-230
AVG_INB_ACW_TIME . . . . . . . . . . . . . 2-230
AVG_INB_ACW_TIME_SUM. . . . . . . . . . 2-230
AVG_OUTB_ACD_SUM . . . . . . . . . . . . 2-230
AVG_OUTB_ACD_TIME . . . . . . . . . . . . 2-230
AVG_OUTB_ACW_SUM . . . . . . . . . . . . 2-230
AVG_OUTB_ACW_TIME. . . . . . . . . . . . 2-230
AVG_POS_STAFF . . . . . . . . . . . . . . . 2-230
AVG_POS_STAFF_SUM. . . . . . . . . . . . 2-230
AVG_TALK_TIM_OUT_SUM. . . . . . . . . . 2-231
AVG_TALK_TIME_IN. . . . . . . . . . . . . . 2-230
AVG_TALK_TIME_IN_SUM . . . . . . . . . . 2-230
AVG_TALK_TIME_OUT . . . . . . . . . . . . 2-230
AVG_TOP_STAFF_SUM. . . . . . . . . . . . 2-231
AVG_TRK_HOLD_IN_SUM . . . . . . . . . . 2-231
AVG_TRK_HOLD_OUT_SUM . . . . . . . . . 2-231
AVG_TRK_HOLD_TIM_OUT. . . . . . . . . . 2-231
AVG_TRK_HOLD_TIME . . . . . . . . . . . . 2-231
AVG_TRK_HOLD_TIME_IN . . . . . . . . . . 2-231
AVG_VDN_ACD_SK1_TIME . . . . . . . . . . 2-231
AVG_VDN_ACD_SK2_TIME . . . . . . . . . . 2-231
AVG_VDN_ACD_SK3_TIME . . . . . . . . . . 2-231
AVG_VDN_ACW_SK1_TIME . . . . . . . . . 2-231
AVG_VDN_ACW_SK2_TIME . . . . . . . . . 2-232
AVG_VDN_ACW_SK3_TIME . . . . . . . . . 2-232
AVG_VDN_TIME . . . . . . . . . . . . . . . . 2-232
AVG_VDN_TIME_SUM. . . . . . . . . . . . . 2-232
AVG_VEC_TIME . . . . . . . . . . . . . . . . 2-232
AVG_VEC_TIME_SUM. . . . . . . . . . . . . 2-232
AVGAGSERV. . . . . . . . . . . . . . . . . . . 2-36
AVGSPEEDANS . . . . . . . . . . . . . . . . . 2-37
AWORKMODE . . . . . . . . . . . . . . . . . . 2-37
C
Call Disposition and Row Search Values Cross-Refer-
Conference Tracking (G2.2 and G3) . . . . . . .1-23
CONNECTCALLS . . . . . . . . . . . . . . . . .2-51
B
BACKUPCALLS . . . . . . . . . . . . . . . . . 2-37
Best Service Routing (BSR) . . . . . . . . . . . .1-8
BH_ABNCALLS. . . . . . . . . . . . . . . . . . 2-39
BH_ACDCALLS . . . . . . . . . . . . . . . . . 2-40
BH_ACDTIME . . . . . . . . . . . . . . . . . . 2-40
BH_ALLINUSETIME . . . . . . . . . . . . . . . 2-40
BH_BUSYCALLS . . . . . . . . . . . . . . . . . 2-41
BH_DISCCALLS . . . . . . . . . . . . . . . . . 2-41
BH_INCALLS . . . . . . . . . . . . . . . . . . . 2-41
BH_INTIME . . . . . . . . . . . . . . . . . . . . 2-42
BH_OABNCALLS. . . . . . . . . . . . . . . . . 2-42
BH_OACDCALLS. . . . . . . . . . . . . . . . . 2-42
BH_OOTHERCALLS . . . . . . . . . . . . . . . 2-43
BH_OTHERCALLS . . . . . . . . . . . . . . . . 2-43
BH_OUTCALLS . . . . . . . . . . . . . . . . . 2-44
BH_OUTTIME . . . . . . . . . . . . . . . . . . 2-44
D
DA_ACDCALLS . . . . . . . . . . . . . . . . . .2-53
DA_ACDTIME . . . . . . . . . . . . . . . . . . .2-54
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Index
CentreVu® CMS R3V8 Database Items and Calculations
IN-3
DA_ACWINCALLS . . . . . . . . . . . . . . . . 2-54
DA_ACWINTIME . . . . . . . . . . . . . . . . . 2-54
DA_ACWOADJCALLS . . . . . . . . . . . . . . 2-55
DA_ACWOCALLS . . . . . . . . . . . . . . . . 2-55
DA_ACWOOFFCALLS . . . . . . . . . . . . . . 2-56
DA_ACWOOFFTIME . . . . . . . . . . . . . . . 2-56
DA_ACWOTIME . . . . . . . . . . . . . . . . . 2-56
DA_ACWTIME . . . . . . . . . . . . . . . . . . 2-57
DA_ANSTIME . . . . . . . . . . . . . . . . . . 2-57
DA_INACW (real-time) . . . . . . . . . . . . . . 2-57
DA_INQUEUE (real-time) . . . . . . . . . . . . 2-58
DA_INRING (real-time) . . . . . . . . . . . . . . 2-58
DA_OLDESTCALL (real-time) . . . . . . . . . . 2-59
DA_ONACD (real-time). . . . . . . . . . . . . . 2-59
DA_OTHERCALLS . . . . . . . . . . . . . . . . 2-60
DA_OTHERTIME. . . . . . . . . . . . . . . . . 2-60
DA_QUEUED. . . . . . . . . . . . . . . . . . . 2-60
DA_RELEASE . . . . . . . . . . . . . . . . . . 2-61
DA_SKILL . . . . . . . . . . . . . . . . . . . . 2-61
DACALLS_FIRST . . . . . . . . . . . . . . . . 2-61
dagent . . . . . . . . . . . . . . . . . . . . . . 1-14
Database Items
E
EXTN . . . . . . . . . . . . . . . . . . . . . . .2-74
F
Terminology . . . . . . . . . . . . . . . . . . .1-6
Database Rules. . . . . . . . . . . . . . . . . . 1-16
Database Table Names . . . . . . . . . . . . . 1-13
dcwc . . . . . . . . . . . . . . . . . . . . . . . 1-15
DEDICATED_AGENT . . . . . . . . . . . . . 2-232
Default Skill (G2.2 with EAS) . . . . . . . . . . . .1-9
DEFLECTCALLS . . . . . . . . . . . . . . . . . 2-62
DEQUECALLS . . . . . . . . . . . . . . . . . . 2-62
DEQUETIME . . . . . . . . . . . . . . . . . . . 2-62
DESTINATION (real-time) . . . . . . . . . . . . 2-63
DIALED_NUM . . . . . . . . . . . . . . . . . . 2-63
Dictionary
Calculations . . . . . . . . . . . . . . . . . 2-228
DIGITS_DIALED . . . . . . . . . . . . . . . . . 2-64
Direct Agent ACD Call (G3) . . . . . . . . . . . .1-9
Direct Agent Calling (G3) . . . . . . . . . . . . . 1-21
DIRECTION . . . . . . . . . . . . . . . . . . . 2-64
DISCTIME . . . . . . . . . . . . . . . . . . . . 2-66
DISPIVECTOR . . . . . . . . . . . . . . . . . . 2-66
DISPOSITION . . . . . . . . . . . . . . 2-67, 2-227
DISPPRIORITY. . . . . . . . . . . . . . . . . . 2-68
DISPSKLEVEL . . . . . . . . . . . . . . . . . . 2-68
DISPSPLIT . . . . . . . . . . . . . . . . . . . . 2-68
DISPTIME . . . . . . . . . . . . . . . . . . . . 2-69
DISPVDN . . . . . . . . . . . . . . . . . . . . . 2-69
dsplit . . . . . . . . . . . . . . . . . . . . . . . 1-14
dtkgrp . . . . . . . . . . . . . . . . . . . . . . . 1-14
dtrunk . . . . . . . . . . . . . . . . . . . . . . . 1-14
DURATION . . . . . . . . . . . . . . . . . . . . 2-69
dvdn . . . . . . . . . . . . . . . . . . . . . . . 1-14
dvector . . . . . . . . . . . . . . . . . . . . . . 1-14
FINACW. . . . . . . . . . . . . . . . . . . . . .2-80
G
Go To Vector . . . . . . . . . . . . . . . . . . .1-27
GOTOCALLS . . . . . . . . . . . . . . . . . . .2-88
GOTOTIME . . . . . . . . . . . . . . . . . . . .2-88
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Index
CentreVu® CMS R3V8 Database Items and Calculations
IN-4
INTERFLOWCALLS. . . . . . . . . . . . . . . 2-113
ITN (index). . . . . . . . . . . . . . . . . . . . 2-116
H
hagent . . . . . . . . . . . . . . . . . . . . . . 1-14
haglog. . . . . . . . . . . . . . . . . . . . . . . 1-15
hcwc . . . . . . . . . . . . . . . . . . . . . . . 1-15
HDATE1-4 . . . . . . . . . . . . . . . . . . . . 2-88
HELD . . . . . . . . . . . . . . . . . . . . . . . 2-89
HIGHCALLS . . . . . . . . . . . . . . . . . . . 2-89
Hold. . . . . . . . . . . . . . . . . . . . . . . . 1-10
Hold Tracking (G3, G2, System 85) . . . . . . . 1-23
HOLDABN . . . . . . . . . . . . . . . . . . . . 2-89
HOLDABNCALLS. . . . . . . . . . . . . . . . . 2-90
HOLDACDCALLS . . . . . . . . . . . . . . . . 2-90
HOLDACDTIME . . . . . . . . . . . . . . . . . 2-91
HOLDTIME . . . . . . . . . . . . . . . . . . . . 2-92
How Database Items and Calculations Are Presented
1-2
hsplit . . . . . . . . . . . . . . . . . . . . . . . 1-14
htkgrp . . . . . . . . . . . . . . . . . . . . . . . 1-14
htrunk . . . . . . . . . . . . . . . . . . . . . . . 1-14
hvdn. . . . . . . . . . . . . . . . . . . . . . . . 1-14
hvector . . . . . . . . . . . . . . . . . . . . . . 1-14
K
I
I_ACDAUX_OUTTIME . . . . . . . . . . . . . . 2-93
I_ACDAUXINTIME . . . . . . . . . . . . . . . . 2-92
I_ACDOTHERTIME. . . . . . . . . . . . . . . . 2-93
I_ACDTIME . . . . . . . . . . . . . . . . . . . . 2-94
I_ACWINTIME . . . . . . . . . . . . . . . . . . 2-94
I_ACWOUTTIME . . . . . . . . . . . . . . . . . 2-95
I_ACWTIME . . . . . . . . . . . . . . . . . . . 2-95
I_ARRIVED . . . . . . . . . . . . . . . . . . . . 2-96
I_AUXINTIME. . . . . . . . . . . . . . . . . . . 2-96
I_AUXOUTTIME . . . . . . . . . . . . . . . . . 2-97
I_AUXTIME . . . . . . . . . . . . . . . . . . . . 2-97
I_AUXTIME0 . . . . . . . . . . . . . . . . . . . 2-98
I_AUXTIME1-9 . . . . . . . . . . . . . . . . . . 2-98
I_AVAILTIME . . . . . . . . . . . . . . . . . . . 2-98
I_DA_ACDTIME . . . . . . . . . . . . . . . . . 2-99
I_DA_ACWTIME . . . . . . . . . . . . . . . . . 2-99
I_INOCC . . . . . . . . . . . . . . . . . . . . 2-100
I_NORMTIME. . . . . . . . . . . . . . . . . . 2-100
I_OL1TIME . . . . . . . . . . . . . . . . . . . 2-100
I_OL2TIME . . . . . . . . . . . . . . . . . . . 2-101
I_OTHERTIME . . . . . . . . . . . . . . . . . 2-101
I_OUTOCC . . . . . . . . . . . . . . . . . . . 2-102
I_RINGTIME . . . . . . . . . . . . . . . . . . 2-103
I_STAFFTIME . . . . . . . . . . . . . . . . . 2-103
I_SUM_TIME . . . . . . . . . . . . . . . . . . 2-233
I_TAUXTIME . . . . . . . . . . . . . . . . . . 2-104
I_TAVAILTIME . . . . . . . . . . . . . . . . . 2-104
I_TOTHERTIME . . . . . . . . . . . . . . . . 2-104
II_DIGITS . . . . . . . . . . . . . . . . . . . . 2-104
ILN . . . . . . . . . . . . . . . . . . . . . . . 2-105
INACW (real-time) . . . . . . . . . . . . . . . 2-105
L
M
MAX_TOT_PERCENTS. . . . . . . . . . . . . 2-124
Maximum Interval Value data . . . . . . . . . . . 1-3
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Index
CentreVu® CMS R3V8 Database Items and Calculations
IN-5
MAXINQUEUE . . . . . . . . . . . . . . . . . 2-123
MAXOCWTIME. . . . . . . . . . . . . . . . . 2-123
MAXSTAFFED . . . . . . . . . . . . . . . . . 2-124
MAXTOP . . . . . . . . . . . . . . . . . . . . 2-124
MAXWAITING . . . . . . . . . . . . . . . . . 2-125
MBUSY (real-time) . . . . . . . . . . . . . . . 2-125
MBUSYTIME . . . . . . . . . . . . . . . . . . 2-125
MCT . . . . . . . . . . . . . . . . . . . . . . 2-126
mctex . . . . . . . . . . . . . . . . . . . . . . . 1-15
mcwc . . . . . . . . . . . . . . . . . . . . . . . 1-15
MEDCALLS. . . . . . . . . . . . . . . . . . . 2-126
MOVEPENDING (real-time) . . . . . . . . . . 2-126
msplit . . . . . . . . . . . . . . . . . . . . . . . 1-14
mtkgrp . . . . . . . . . . . . . . . . . . . . . . 1-14
Multibyte Character Set. . . . . . . . . . . . . . 1-10
Multiple Call Handling (G2, System 85, G3V4) 1-22, 1-
23
P
PERCENT_ACD_TIME_SUM. . . . . . . . . . 2-234
PERCENT_AL_BSY_SUM_D. . . . . . . . . . 2-234
PERCENT_AUX_WORK . . . . . . . . . . . . 2-235
PERCENT_AUX_WORK_SUM . . . . . . . . . 2-235
PERCENT_CALL_ABAN . . . . . . . . . . . . 2-235
Audio Difficulty . . . . . . . . . . . . . . . . .1-21
Phantom Abandoned Calls . . . . . . . . . . .1-20
Transferred and Conferenced Calls . . . . . .1-21
Multiple-Split/ Skill Queuing (G3) . . . . . . . . . 1-25
mvdn . . . . . . . . . . . . . . . . . . . . . . . 1-14
mvector . . . . . . . . . . . . . . . . . . . . . . 1-14
N
NETDISCCALLS . . . . . . . . . . . . . . . . 2-127
NETINCALLS. . . . . . . . . . . . . . . . . . 2-127
NETINTIME. . . . . . . . . . . . . . . . . . . 2-127
NETPOLLS . . . . . . . . . . . . . . . . . . . 2-128
NOANSREDIR . . . . . . . . . . . . . . . . . 2-128
NUMAGREQ . . . . . . . . . . . . . . . . . . 2-129
NUMINUSE (real-time) . . . . . . . . . . . . . 2-129
NUMTGS . . . . . . . . . . . . . . . . . . . . 2-130
NUMVDNS . . . . . . . . . . . . . . . . . . . 2-130
O
O_ABNCALLS . . . . . . . . . . . . . . . . . 2-130
O_ACDCALLS . . . . . . . . . . . . . . . . . 2-131
O_ACDTIME . . . . . . . . . . . . . . . . . . 2-131
O_ACWTIME . . . . . . . . . . . . . . . . . . 2-132
O_OTHERCALLS . . . . . . . . . . . . . . . 2-132
OBSERVINGCALL . . . . . . . . . . . . . . . 2-133
OBSLOCID . . . . . . . . . . . . . . . . . . . 2-133
OLDEST_LOGON (real-time) . . . . . . . . . 2-134
OLDESTCALL (real-time) . . . . . . . . . . . 2-133
ONACD (real-time) . . . . . . . . . . . . . . . 2-134
ONACDAUXOUT (real-time) . . . . . . . . . . 2-134
ONACDOUT (real-time) . . . . . . . . . . . . 2-135
ONACWIN (real-time) . . . . . . . . . . . . . 2-135
ONACWOUT (real-time) . . . . . . . . . . . . 2-135
ONAUXIN (real-time) . . . . . . . . . . . . . . 2-136
ONAUXOUT (real-time) . . . . . . . . . . . . 2-136
ONHOLD (real-time) . . . . . . . . . . . . . . 2-136
ORIGHOLDTIME . . . . . . . . . . . . . . . . 2-137
ORIGIN (real-time) . . . . . . . . . . . . . . . 2-137
ORIGLOCID . . . . . . . . . . . . . . . . . . 2-137
ORIGREASON . . . . . . . . . . . . . . . . . 2-138
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Index
CentreVu® CMS R3V8 Database Items and Calculations
IN-6
Phantom Abandon Calls . . . . . . . . . . . . . 1-20
PHANTOMABNS . . . . . . . . . . . . . . . . 2-146
POSITION (index) . . . . . . . . . . . . . . . 2-147
POSITIONS. . . . . . . . . . . . . . . . . . . 2-147
PREFERENCE . . . . . . . . . . . . . . . . . 2-147
Presentation
Row Identifier data . . . . . . . . . . . . . . . . 1-3
Administrative data . . . . . . . . . . . . . . .1-3
Calculations . . . . . . . . . . . . . . . . . . .1-5
Call-based data . . . . . . . . . . . . . . . . .1-4
Cumulative data . . . . . . . . . . . . . . . . .1-3
Database Items . . . . . . . . . . . . . . . . .1-2
Inter-based data . . . . . . . . . . . . . . . . .1-4
Status data. . . . . . . . . . . . . . . . . . . .1-3
Switch Reference Tables . . . . . . . . . . . .1-4
PRIORITY (real-time). . . . . . . . . . . . . . 2-148
PRIORITY2-3 (real-time) . . . . . . . . . . . . 2-148
psplit . . . . . . . . . . . . . . . . . . . . . . . 1-13
ptkgrp . . . . . . . . . . . . . . . . . . . . . . . 1-13
ptrunk . . . . . . . . . . . . . . . . . . . . . . . 1-13
pvdn. . . . . . . . . . . . . . . . . . . . . . . . 1-13
pvector . . . . . . . . . . . . . . . . . . . . . . 1-13
S
Skill Level . . . . . . . . . . . . . . . . . . . . .1-11
Skill State . . . . . . . . . . . . . . . . . .1-11, 1-31
SKILLTYPE . . . . . . . . . . . . . . . . . . . 2-165
SKILLTYPE2-4 . . . . . . . . . . . . . . . . . 2-165
SKLEVEL . . . . . . . . . . . . . . . . . . . . 2-166
Split/Skill
SVCLEVELCHG. . . . . . . . . . . . . . . . . 2-172
Q
QUECOUNT (real-time) . . . . . . . . . . . . 2-149
QUETYPE (real-time). . . . . . . . . . . . . . 2-149
QUETYPE2-3 (real-time) . . . . . . . . . . . . 2-149
Queued . . . . . . . . . . . . . . . . . . . . . . 1-10
R
R1ACTIVE_AGT . . . . . . . . . . . . . . . . 2-237
R1AGINRING. . . . . . . . . . . . . . . . . . 2-150
R1AVAILABLE . . . . . . . . . . . . . . . . . 2-150
R1INACW. . . . . . . . . . . . . . . . . . . . 2-150
R1INAUX . . . . . . . . . . . . . . . . . . . . 2-151
R1ONACD . . . . . . . . . . . . . . . . . . . 2-151
R1OTHER . . . . . . . . . . . . . . . . . . . 2-151
R1STAFFED . . . . . . . . . . . . . . . . . . 2-152
R2ACTIVE_AGT . . . . . . . . . . . . . . . . 2-237
R2AGINRING. . . . . . . . . . . . . . . . . . 2-152
R2AVAILABLE . . . . . . . . . . . . . . . . . 2-152
R2INACW. . . . . . . . . . . . . . . . . . . . 2-153
R2INAUX . . . . . . . . . . . . . . . . . . . . 2-153
R2ONACD . . . . . . . . . . . . . . . . . . . 2-153
R2OTHER . . . . . . . . . . . . . . . . . . . 2-154
R2STAFFED . . . . . . . . . . . . . . . . . . 2-154
RAGOCC . . . . . . . . . . . . . . . . . . . . 2-154
RAVGSPEEDANS . . . . . . . . . . . . . . . 2-154
REASON . . . . . . . . . . . . . . . . . . . . 2-155
REASON_CODE . . . . . . . . . . . . . . . . 2-155
RECONNECT. . . . . . . . . . . . . . . . . . 2-155
Redirection on No Answer (G3V2 and later) . . . 1-28
Reserve Agent . . . . . . . . . . . . . . . . . . 1-31
RETURNCALLS . . . . . . . . . . . . . . . . 2-156
RINGCALLS . . . . . . . . . . . . . . . . . . 2-156
Ringing (G3, G2, System 85) . . . . . . . . . . . 1-23
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Index
CentreVu® CMS R3V8 Database Items and Calculations
IN-7
T
Table Names . . . . . . . . . . . . . . . . . . . 1-13
TAGINRING . . . . . . . . . . . . . . . . . . 2-173
TALKTIME . . . . . . . . . . . . . . . . . . . 2-173
TAVAILABLE . . . . . . . . . . . . . . . . . . 2-173
TDA_INACW . . . . . . . . . . . . . . . . . . 2-174
TDA_ONACD. . . . . . . . . . . . . . . . . . 2-174
Terminology . . . . . . . . . . . . . . . . . . . .1-6
tgex . . . . . . . . . . . . . . . . . . . . . . . . 1-15
THRESHOLD. . . . . . . . . . . . . . . . . . 2-174
TI_AUXTIME . . . . . . . . . . . . . . . . . . 2-175
TI_AUXTIME0 . . . . . . . . . . . . . . . . . 2-176
TI_AUXTIME1-9 . . . . . . . . . . . . . . . . 2-176
TI_AVAILTIME . . . . . . . . . . . . . . . . . 2-177
TI_OTHERTIME . . . . . . . . . . . . . . . . 2-177
TI_STAFFTIME. . . . . . . . . . . . . . . . . 2-178
TIME . . . . . . . . . . . . . . . . . . . . . . 2-178
TINACW . . . . . . . . . . . . . . . . . . . . 2-179
TINAUX. . . . . . . . . . . . . . . . . . . . . 2-179
TINAUX0 . . . . . . . . . . . . . . . . . . . . 2-180
TINAUX1-9 . . . . . . . . . . . . . . . . . . . 2-180
TK_DIR . . . . . . . . . . . . . . . . . . . . . 2-225
TK_PRI . . . . . . . . . . . . . . . . . . . . . 2-225
TK_QTYPE . . . . . . . . . . . . . . . . . . . 2-225
TKGRP . . . . . . . . . . . . . . . . . . . . . 2-180
TKSTATE. . . . . . . . . . . . . . . . . . . . 2-225
TKSTATE (real-time) . . . . . . . . . . . . . . 2-181
TONACD . . . . . . . . . . . . . . . . . . . . 2-182
TONACDAUXOUT . . . . . . . . . . . . . . . 2-182
TONACDOUT . . . . . . . . . . . . . . . . . 2-182
TONACWIN. . . . . . . . . . . . . . . . . . . 2-183
TONACWOUT . . . . . . . . . . . . . . . . . 2-183
TONAUXIN . . . . . . . . . . . . . . . . . . . 2-183
TONAUXOUT. . . . . . . . . . . . . . . . . . 2-184
TOP_AVAUXTIME . . . . . . . . . . . . . . . 2-237
TOP_AVAUXTIME_SUM. . . . . . . . . . . . 2-237
TOPCALLS . . . . . . . . . . . . . . . . . . . 2-184
TOPSKILL . . . . . . . . . . . . . . . . . . . 2-184
TOT_I_ACDACW_SUM . . . . . . . . . . . . 2-237
TOT_I_ACDHOLD_SUM . . . . . . . . . . . . 2-238
TOT_PERCENTS . . . . . . . . . . . . . . . 2-185
TOTAL_ACDCALLS . . . . . . . . . . . . . . 2-238
TOTAL_ACDTIME . . . . . . . . . . . . . . . 2-238
TOTAL_ACWTIME . . . . . . . . . . . . . . . 2-238
TOTAL_I_ACDACW . . . . . . . . . . . . . . 2-238
TOTAL_I_ACDHOLD. . . . . . . . . . . . . . 2-238
TOTAL_I_ACDTIME . . . . . . . . . . . . . . 2-238
TOTAL_I_ACWTIME . . . . . . . . . . . . . . 2-238
TOTHER . . . . . . . . . . . . . . . . . . . . 2-185
U
V
VDN . . . . . . . . . . . . . . . . . . . . . . . 2-189
W
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Index
CentreVu® CMS R3V8 Database Items and Calculations
IN-8
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How Are We Doing?
Document Title: CentreVu® Call Management System Release 3 Version 8
Database Items and Calculations
Document No.: 585-210-939
Issue 1
Date: December 1999
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