Lucent Technologies Caller ID Box 585 210 939 User Manual

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  
INFLOWCALLS  
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CentreVu® CMS R3V8 Database Items and Calculations  
PREFERENCE .  
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Overview  
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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  
Supervision Timer (WAST), the Phantom-Abandon  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-11  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-12  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-13  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-15  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-16  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-18  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-19  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-20  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-21  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-22  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
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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2-27  
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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2-28  
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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Database Items  
2-29  
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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2-38  
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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2-39  
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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2-40  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-42  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-43  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-44  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-45  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-46  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-47  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-48  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-49  
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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CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
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 and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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 and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
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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2-54  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-55  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-56  
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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CentreVu® CMS R3V8 Database Items and Calculations  
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2-57  
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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CentreVu® CMS R3V8 Database Items and Calculations  
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2-58  
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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2-59  
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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CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-60  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-61  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-62  
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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CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-63  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-64  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-65  
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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CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-66  
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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CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-67  
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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CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-68  
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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2-69  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-70  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-71  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-72  
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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CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-73  
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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CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-74  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-75  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-76  
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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Database Items  
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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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-78  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-79  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-80  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-81  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-82  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-83  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-84  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-85  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-86  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-87  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-88  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-89  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-90  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-91  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-92  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-93  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-94  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-95  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-111  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-112  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-113  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-114  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-115  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-116  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-117  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-118  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-119  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-120  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-121  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-122  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-123  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-124  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-125  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
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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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
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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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-128  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
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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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Database Items and Calculations  
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Database Items  
2-130  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-131  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-132  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-133  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-134  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-135  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-136  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-137  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-138  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
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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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-140  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-141  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-142  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
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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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-144  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-145  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-146  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-147  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-148  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-149  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-150  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-151  
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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CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-152  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-153  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-154  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-155  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-156  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-157  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-158  
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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CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-159  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-160  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-161  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-162  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-163  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-164  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-165  
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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Database Items  
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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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-183  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-184  
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 and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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 and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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 and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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 and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Database Items  
2-188  
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 and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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 and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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 and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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 and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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 and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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 and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Search values and calculations  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Search values and calculations  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Search values and calculations  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Calculations  
2-229  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Calculations  
2-230  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Calculations  
2-231  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Calculations  
2-232  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Calculations  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Calculations  
2-234  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Calculations  
2-235  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Calculations  
2-236  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Calculations  
2-237  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Calculations  
2-238  
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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Database Items and Calculations  
CentreVu® CMS R3V8 Database Items and Calculations  
Calculations  
2-239  
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 Position, No EAS . . . . . . . . . . . . . . 1-8  
Agent State and Row Search Values Cross-Reference  
2-224  
Symbols  
% Aban . . . . . . . . . . . . . . . . . . . . . 2-239  
% Agent Occup (Group) w/ACW . . . . . . . . 2-240  
% Agent Occup (Group) w/o ACW . . . . . . . 2-240  
% Busy . . . . . . . . . . . . . . . . . 2-239, 2-240  
% Disconnect . . . . . . . . . . . . . . . . . . 2-239  
% Flow Out . . . . . . . . . . . . . . . . . . . 2-240  
Agent State Tracking at Login . . . . . . . . . . 1-26  
Agent Time in Skill. . . . . . . . . . . . . . . . 1-31  
Agents in Multiple Splits/Skills . . . . . . . . . . 1-24  
AGENTS_ON_EXT_CALLS . . . . . . . . . . . 2-228  
agex . . . . . . . . . . . . . . . . . . . . . . . 1-15  
AGINRING (real-time) . . . . . . . . . . . . . . 2-25  
AGOCC . . . . . . . . . . . . . . . . . . . . . 2-25  
AGSTATE (real-time) . . . . . . . . . . . . . . 2-25  
AGT_RELEASED . . . . . . . . . . . . . . . . 2-26  
AGTIME(real-time). . . . . . . . . . . . . . . . 2-26  
ALL_BUSY. . . . . . . . . . . . . . . . . . . . 2-225  
ALLINUSE (real-time) . . . . . . . . . . . . . . 2-27  
ALLINUSETIME . . . . . . . . . . . . . . . . . 2-27  
ANI_SID . . . . . . . . . . . . . . . . . . . . . 2-27  
ANSCONNCALLS1-10 . . . . . . . . . . . . . 2-28  
ANSHOLDTIME . . . . . . . . . . . . . . . . . 2-28  
ANSLOGIN . . . . . . . . . . . . . . . . . . . 2-29  
ANSREASON . . . . . . . . . . . . . . . . . . 2-29  
ANSRINGTIME . . . . . . . . . . . . . . . . . 2-29  
ANSTIME . . . . . . . . . . . . . . . . . . . . 2-30  
Answered Call . . . . . . . . . . . . . . . . . . . 1-8  
ASA (real-time) . . . . . . . . . . . . . . . . . 2-30  
ASSIST . . . . . . . . . . . . . . . . . . . . . 2-31  
ASSIST_ACTV . . . . . . . . . . . . . . . . . 2-31  
ASSISTS. . . . . . . . . . . . . . . . . . . . . 2-31  
ATAGENT (real-time) . . . . . . . . . . . . . . 2-32  
AUDIO . . . . . . . . . . . . . . . . . . . . . . 2-32  
Audio Difficulty. . . . . . . . . . . . . . . . . . 1-21  
AUXINCALLS . . . . . . . . . . . . . . . . . . 2-32  
AUXINTIME . . . . . . . . . . . . . . . . . . . 2-33  
AUXOUTADJCALLS. . . . . . . . . . . . . . . 2-33  
AUXOUTCALLS . . . . . . . . . . . . . . . . . 2-34  
AUXOUTOFFCALLS . . . . . . . . . . . . . . 2-34  
AUXOUTOFFTIME . . . . . . . . . . . . . . . 2-35  
AUXOUTTIME . . . . . . . . . . . . . . . . . . 2-35  
AUXREASON . . . . . . . . . . . . . . . . . . 2-36  
AVAILABLE (real-time) . . . . . . . . . . . . . 2-36  
AVG_ABANDON_TIME . . . . . . . . . . . . . 2-228  
AVG_ABANDON_TIME_SUM. . . . . . . . . . 2-228  
AVG_ACD_TALK_TIM_SUM . . . . . . . . . . 2-228  
AVG_ACD_TALK_TIME. . . . . . . . . . . . . 2-228  
AVG_ACW_TIME . . . . . . . . . . . . . . . . 2-228  
AVG_ACW_TIME_SUM . . . . . . . . . . . . . 2-229  
AVG_ACWAUX_OUT_CALLS . . . . . . . . . 2-229  
AVG_AGENT_ACW_SUM . . . . . . . . . . . 2-229  
AVG_AGENT_ACW_TIME . . . . . . . . . . . 2-229  
AVG_AGENT_TALK_SUM . . . . . . . . . . . 2-229  
AVG_AGENT_TALK_TIME . . . . . . . . . . . 2-229  
AVG_ANSWER_SPEED . . . . . . . . . . . . 2-229  
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  
BH_STARTTIME . . . . . . . . . . . . . . . . .2-44  
BH_VDNCALLS . . . . . . . . . . . . . . . . . .2-45  
BLOCKAGE . . . . . . . . . . . . . . . . . . . .2-45  
BSRPLAN . . . . . . . . . . . . . . . . . . . . .2-45  
Busy Hour data . . . . . . . . . . . . . . . . . . 1-3  
BUSY_DISCONNECT. . . . . . . . . . . . . . 2-232  
BUSYCALLS . . . . . . . . . . . . . . . . . . .2-46  
BUSYTIME . . . . . . . . . . . . . . . . . . . .2-47  
C
cagent . . . . . . . . . . . . . . . . . . . . . . .1-13  
Calculations . . . . . . . . . . . . . . . . . . . 2-228  
Call Disposition and Row Search Values Cross-Refer-  
ence . . . . . . . . . . . . . . . . . . . . . . 2-227  
Call Pickup . . . . . . . . . . . . . . . . . . . .1-23  
Call Segment . . . . . . . . . . . . . . . . . . . 1-9  
call_rec . . . . . . . . . . . . . . . . . . . . . .1-15  
Call-based data, definition. . . . . . . . . . . . . 1-4  
CALLER_HOLD . . . . . . . . . . . . . . . . . .2-47  
CALLID . . . . . . . . . . . . . . . . . . . . . .2-48  
CALLING_II . . . . . . . . . . . . . . . . . . . .2-48  
CALLING_LOGID . . . . . . . . . . . . . . . . .2-48  
CALLING_PTY . . . . . . . . . . . . . . . . . .2-49  
CALLS_PER_POS . . . . . . . . . . . . . . . 2-232  
CALLS_PER_POS_SUM . . . . . . . . . . . . 2-232  
CALLS_WAITING . . . . . . . . . . . . . . . . 2-232  
CALLSOFFERED . . . . . . . . . . . . . . . . .2-49  
CCS_TIME_INBOUND . . . . . . . . . . . . . 2-232  
CCS_TIME_OUTBOUND . . . . . . . . . . . . 2-232  
ccwc . . . . . . . . . . . . . . . . . . . . . . . .1-13  
CHANGE . . . . . . . . . . . . . . . . . . . . .2-49  
CHANGED (real-time). . . . . . . . . . . . . . .2-50  
CHPROF . . . . . . . . . . . . . . . . . . . . .2-50  
COMPLETED . . . . . . . . . . . . . . . . . . .2-50  
CONFERENCE . . . . . . . . . . . . . . . . . .2-50  
Conference Tracking (G2.2 and G3) . . . . . . .1-23  
CONNECTCALLS . . . . . . . . . . . . . . . . .2-51  
Connected Call . . . . . . . . . . . . . . . . . . 1-9  
CONNECTTIME. . . . . . . . . . . . . . . . . .2-51  
CONNTALKTIME . . . . . . . . . . . . . . . . .2-52  
CONSULTTIME . . . . . . . . . . . . . . . . . .2-52  
Converse Vector Command (G3V2 and later) . .1-27  
csplit . . . . . . . . . . . . . . . . . . . . . . . .1-13  
ctkgrp . . . . . . . . . . . . . . . . . . . . . . .1-13  
ctrunk . . . . . . . . . . . . . . . . . . . . . . .1-13  
Cumulative data, definition . . . . . . . . . . . . 1-3  
cvdn . . . . . . . . . . . . . . . . . . . . . . . .1-13  
cvector. . . . . . . . . . . . . . . . . . . . . . .1-13  
CWC (index). . . . . . . . . . . . . . . . . . . .2-52  
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_ABNCALLS . . . . . . . . . . . . . . . . . .2-53  
DA_ABNTIME . . . . . . . . . . . . . . . . . . .2-53  
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
EQLOC . . . . . . . . . . . . . . . . . . . . . .2-70  
EVENT_TIME . . . . . . . . . . . . . . . . . . .2-71  
EVENT1-9. . . . . . . . . . . . . . . . . . . . .2-71  
EWTHIGH (real-time) . . . . . . . . . . . . . . .2-72  
EWTLOW (real-time) . . . . . . . . . . . . . . .2-72  
EWTMEDIUM (real-time) . . . . . . . . . . . . .2-73  
EWTTOP (real-time) . . . . . . . . . . . . . . .2-73  
Expert Agent Selection (EAS). . . . . . . . . . . 1-9  
EXT_CALL_IN. . . . . . . . . . . . . . . . . . 2-232  
EXT_CALL_ORIG. . . . . . . . . . . . . . . . .2-74  
EXT_CALL_OUT . . . . . . . . . . . . . . . . 2-232  
EXT_IN_TIME. . . . . . . . . . . . . . . . . . 2-233  
EXT_OUT_TIME . . . . . . . . . . . . . . . . 2-233  
EXTENSION . . . . . . . . . . . . . . . . . . .2-74  
Extension Call . . . . . . . . . . . . . . . . . . . 1-9  
External Call. . . . . . . . . . . . . . . . . . . . 1-9  
EXTN . . . . . . . . . . . . . . . . . . . . . . .2-74  
EXTYPE. . . . . . . . . . . . . . . . . . . . . .2-75  
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  
DISCCALLS . . . . . . . . . . . . . . . . . . . 2-65  
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  
f_cday . . . . . . . . . . . . . . . . . . . . . . .1-15  
f_cdayrep . . . . . . . . . . . . . . . . . . . . .1-15  
FACTIVE_AG . . . . . . . . . . . . . . . . . . 2-233  
FAGINRING . . . . . . . . . . . . . . . . . . . .2-78  
FAILURES. . . . . . . . . . . . . . . . . . . . .2-79  
FAVAILABLE . . . . . . . . . . . . . . . . . . .2-79  
FCALLS . . . . . . . . . . . . . . . . . . . . . .2-79  
FINACW. . . . . . . . . . . . . . . . . . . . . .2-80  
FINAUX . . . . . . . . . . . . . . . . . . . . . .2-80  
FIRSTVDN . . . . . . . . . . . . . . . . . . . .2-80  
FIRSTVECTOR . . . . . . . . . . . . . . . . . .2-80  
FMETHOD . . . . . . . . . . . . . . . . . . . .2-81  
FONACD . . . . . . . . . . . . . . . . . . . . .2-81  
FOTHER . . . . . . . . . . . . . . . . . . . . .2-81  
FSTAFFED . . . . . . . . . . . . . . . . . . . .2-81  
FTE_AGENTS. . . . . . . . . . . . . . . . . . 2-233  
FTEA_AVAUX. . . . . . . . . . . . . . . . . . 2-233  
G
GNAGINRING. . . . . . . . . . . . . . . . . . .2-82  
GNAVAILABLE . . . . . . . . . . . . . . . . . .2-82  
GNINACW. . . . . . . . . . . . . . . . . . . . .2-82  
GNINAUX . . . . . . . . . . . . . . . . . . . . .2-83  
GNONACD . . . . . . . . . . . . . . . . . . . .2-83  
GNOTHER . . . . . . . . . . . . . . . . . . . .2-84  
GNSKILL . . . . . . . . . . . . . . . . . . . . .2-87  
GNSTAFFED . . . . . . . . . . . . . . . . . . .2-88  
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  
INAUX (real-time) . . . . . . . . . . . . . . . . 2-105  
INAUX0 . . . . . . . . . . . . . . . . . . . . . 2-106  
INAUX1-9 . . . . . . . . . . . . . . . . . . . . 2-106  
INBOUND (real-time) . . . . . . . . . . . . . . 2-106  
INBOUND_ACDCALLS . . . . . . . . . . . . . 2-233  
INCALLS . . . . . . . . . . . . . . . . . . . . 2-107  
INCOMPLETE. . . . . . . . . . . . . . . . . . 2-108  
INFLAG . . . . . . . . . . . . . . . . . . . . . 2-110  
INFLOWCALLS . . . . . . . . . . . . . . . . . 2-110  
INPROGRESS (real-time). . . . . . . . . . . . 2-111  
INQUEUE (real-time) . . . . . . . . . . . . . . 2-112  
INRING (real-time) . . . . . . . . . . . . . . . 2-112  
INT_AUXTIME. . . . . . . . . . . . . . . . . . 2-233  
Interactions with Switch Features . . . . . . . . .1-16  
INTERFLOWCALLS. . . . . . . . . . . . . . . 2-113  
Interval-based data, definition . . . . . . . . . . . 1-4  
INTERVL_END_TIME. . . . . . . . . . . . . . 2-233  
INTIME . . . . . . . . . . . . . . . . . . . . . 2-113  
Intrahour Interval . . . . . . . . . . . . . . . . .1-32  
INTRVL . . . . . . . . . . . . . . . . . . . . . 2-114  
INVECTOR (real-time) . . . . . . . . . . . . . 2-115  
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
KEYBD_DIALED . . . . . . . . . . . . . . . . 2-116  
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
LASTCWC. . . . . . . . . . . . . . . . . . . . 2-116  
LASTDIGITS . . . . . . . . . . . . . . . . . . 2-116  
LASTOBSERVER . . . . . . . . . . . . . . . . 2-117  
LEVEL . . . . . . . . . . . . . . . . . . . . . . 2-117  
linkex . . . . . . . . . . . . . . . . . . . . . . .1-15  
LOC_ID . . . . . . . . . . . . . . . . . . . . . 2-117  
LOGID . . . . . . . . . . . . . . . . . . . . . . 2-118  
LOGIN . . . . . . . . . . . . . . . . . . . . . . 2-119  
LOGONSKILL (real-time) . . . . . . . . . . . . 2-119  
LOGONSKILL2-20 . . . . . . . . . . . . . . . 2-120  
LOGONSTART (real-time) . . . . . . . . . . . 2-120  
LOGOUT . . . . . . . . . . . . . . . . . . . . 2-120  
LOGOUT_DATE. . . . . . . . . . . . . . . . . 2-121  
LOGOUTREASON . . . . . . . . . . . . . . . 2-121  
Look-Ahead Interflow Calls . . . . . . . . . . . .1-17  
LOOKATTEMPTS . . . . . . . . . . . . . . . . 2-121  
LOOKFLOWCALLS . . . . . . . . . . . . . . . 2-122  
LOWCALLS . . . . . . . . . . . . . . . . . . . 2-122  
M
magent . . . . . . . . . . . . . . . . . . . . . .1-14  
MAIN_ACD_CALLS . . . . . . . . . . . . . . . 2-233  
MALICIOUS . . . . . . . . . . . . . . . . . . . 2-123  
MAX_DEDICATED_AGT . . . . . . . . . . . . 2-233  
MAX_FTE_AGENTS . . . . . . . . . . . . . . 2-234  
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  
OTHER (real-time) . . . . . . . . . . . . . . . 2-138  
OTHERCALLS . . . . . . . . . . . . . . . . . 2-139  
OTHERTIME . . . . . . . . . . . . . . . . . . 2-140  
OUTBOUND (real-time) . . . . . . . . . . . . . 2-141  
Outbound Call Management (OCM) . . . . . . .1-28  
OUTCALLS . . . . . . . . . . . . . . . . . . . 2-141  
OUTFLAG . . . . . . . . . . . . . . . . . . . . 2-141  
OUTFLOWCALLS. . . . . . . . . . . . . . . . 2-142  
OUTFLOWTIME. . . . . . . . . . . . . . . . . 2-143  
OUTTIME . . . . . . . . . . . . . . . . . . . . 2-144  
P
pagent . . . . . . . . . . . . . . . . . . . . . . .1-13  
pcwc. . . . . . . . . . . . . . . . . . . . . . . .1-13  
PENDINGSPLIT (real-time) . . . . . . . . . . . 2-144  
PER_CHG. . . . . . . . . . . . . . . . . . . . 2-225  
PERCENT. . . . . . . . . . . . . . . . . . . . 2-145  
PERCENT_ACD_TIME . . . . . . . . . . . . . 2-234  
PERCENT_ACD_TIME_SUM. . . . . . . . . . 2-234  
PERCENT_AL_BSY_SUM_D. . . . . . . . . . 2-234  
PERCENT_AL_BSY_SUM_M . . . . . . . . . 2-234  
PERCENT_AL_BSY_SUM_W . . . . . . . . . 2-234  
PERCENT_ALL_BUSY . . . . . . . . . . . . . 2-234  
PERCENT_ALL_BUSY_D . . . . . . . . . . . 2-234  
PERCENT_ALL_BUSY_I . . . . . . . . . . . . 2-234  
PERCENT_ALL_BUSY_M . . . . . . . . . . . 2-234  
PERCENT_ALL_BUSY_SUM. . . . . . . . . . 2-234  
PERCENT_ALL_BUSY_W . . . . . . . . . . . 2-234  
PERCENT_ALL_MBUSY_I . . . . . . . . . . . 2-235  
PERCENT_AUX_WORK . . . . . . . . . . . . 2-235  
PERCENT_AUX_WORK_SUM . . . . . . . . . 2-235  
PERCENT_CALL_ABAN . . . . . . . . . . . . 2-235  
PERCENT_CALL_ANS . . . . . . . . . . . . . 2-235  
PERCENT_CALL_ANS_SUM. . . . . . . . . . 2-235  
PERCENT_MBUSY . . . . . . . . . . . . . . . 2-235  
PERCENT_MBUSY_D . . . . . . . . . . . . . 2-235  
PERCENT_MBUSY_M . . . . . . . . . . . . . 2-235  
PERCENT_MBUSY_SUM . . . . . . . . . . . 2-236  
PERCENT_MBUSY_SUM_D . . . . . . . . . . 2-235  
PERCENT_MBUSY_SUM_M . . . . . . . . . . 2-236  
PERCENT_MBUSY_SUM_W. . . . . . . . . . 2-236  
PERCENT_MBUSY_W . . . . . . . . . . . . . 2-235  
PERCENT_SERV_LVL_SPL . . . . . . . . . . 2-236  
PERCENT_SERV_LVL_VDN . . . . . . . . . . 2-236  
PERCENT_SERV_SPL_OUT. . . . . . . . . . 2-236  
PERCENT_SERV_VDN_OUT . . . . . . . . . 2-236  
PERCENT_SLVL_SPL_SUM . . . . . . . . . . 2-236  
PERCENT_VDN_ABAN. . . . . . . . . . . . . 2-236  
PERCENT_VDN_ANSCONN . . . . . . . . . . 2-236  
PERIOD 1-9 . . . . . . . . . . . . . . . . . . . 2-145  
PERIODCHG . . . . . . . . . . . . . . . . . . 2-145  
Personal Call Tracking . . . . . . . . . . . . . .1-17  
Abandoned Calls . . . . . . . . . . . . . . . .1-20  
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  
RINGTIME. . . . . . . . . . . . . . . . . . . . 2-157  
ROLE . . . . . . . . . . . . . . . . . . . . . . 2-158  
Row Identifier data . . . . . . . . . . . . . . . . 1-3  
ROW_DATE (index). . . . . . . . . . . . . . . 2-158  
ROW_TIME . . . . . . . . . . . . . . . . . . . 2-160  
RSERVLEVELP . . . . . . . . . . . . . . . . . 2-160  
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
SECS_PER_DAY . . . . . . . . . . . . . . . . 2-237  
SEGMENT. . . . . . . . . . . . . . . . . . . . 2-161  
SEGSTART . . . . . . . . . . . . . . . . . . . 2-161  
SEGSTOP. . . . . . . . . . . . . . . . . . . . 2-161  
SERVICELEVEL . . . . . . . . . . . . . . . . 2-162  
SERVLEVELP. . . . . . . . . . . . . . . . . . 2-162  
SERVLEVELT . . . . . . . . . . . . . . . . . . 2-162  
SETUPTIME. . . . . . . . . . . . . . . . . . . 2-163  
SHORTCALLS . . . . . . . . . . . . . . . . . 2-163  
Skill Group (G2.2 EAS) . . . . . . . . . . . . . .1-11  
Skill Level . . . . . . . . . . . . . . . . . . . . .1-11  
Skill State . . . . . . . . . . . . . . . . . .1-11, 1-31  
SKILL1-3 . . . . . . . . . . . . . . . . . . . . 2-164  
SKILLACWTIME1-3 . . . . . . . . . . . . . . . 2-164  
SKILLCALLS1-3. . . . . . . . . . . . . . . . . 2-164  
SKILLTIME1-3. . . . . . . . . . . . . . . . . . 2-164  
SKILLTYPE . . . . . . . . . . . . . . . . . . . 2-165  
SKILLTYPE2-4 . . . . . . . . . . . . . . . . . 2-165  
SKLEVEL . . . . . . . . . . . . . . . . . . . . 2-166  
SKLEVEL2-20 . . . . . . . . . . . . . . . . . . 2-166  
SKPERCENT . . . . . . . . . . . . . . . . . . 2-167  
SKPERCENT2-20 . . . . . . . . . . . . . . . . 2-167  
SKSTATE . . . . . . . . . . . . . . . . . . . . 2-167  
SLVL_CHG . . . . . . . . . . . . . . . . . . . 2-225  
SLVLABNS . . . . . . . . . . . . . . . . . . . 2-168  
SLVLOUTFLOWS . . . . . . . . . . . . . . . . 2-168  
Special Table data. . . . . . . . . . . . . . . . . 1-3  
spex . . . . . . . . . . . . . . . . . . . . . . . .1-15  
SPLIT . . . . . . . . . . . . . . . . . . . . . . 2-168  
Split/Skill  
ACD Call . . . . . . . . . . . . . . . . . . . .1-11  
Nonprimary (G3 vectoring, G2.2 EAS) . . . . .1-10  
Nonzero (G2.2 EAS) . . . . . . . . . . . . . .1-10  
Primary (G3 vectoring, G2.2 EAS) . . . . . . .1-10  
Secondary (G3 vectoring, G2.2 EAS) . . . . .1-11  
Tertiary (G3 vectoring, G2.2 EAS) . . . . . . .1-11  
Zero (G2.2 EAS) . . . . . . . . . . . . . . . .1-12  
SPLIT1 . . . . . . . . . . . . . . . . . . . . . 2-170  
SPLIT2 ... 3 . . . . . . . . . . . . . . . . . . . 2-170  
STAFFED (real-time) . . . . . . . . . . . . . . 2-170  
Standard Dictionary Calculations . . . . . . . . 2-228  
STARTED (real-time) . . . . . . . . . . . . . . 2-171  
STARTTIME. . . . . . . . . . . . . . . . . . . 2-171  
Station . . . . . . . . . . . . . . . . . . . . . . .1-11  
Status data, definition . . . . . . . . . . . . . . . 1-3  
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  
Tracking of Times/Duration . . . . . . . . . . . .1-29  
Transfer Tracking . . . . . . . . . . . . . . . . .1-23  
TRANSFERRED . . . . . . . . . . . . . . . . 2-186  
Transferred and Conferenced Calls. . . . . . . .1-21  
TRENDBASE . . . . . . . . . . . . . . . . . . 2-187  
Trunk No Answer Timeout (G3V2 and later) . . .1-29  
TRUNKS . . . . . . . . . . . . . . . . . . . . 2-187  
TSTAFFED . . . . . . . . . . . . . . . . . . . 2-187  
TYPE (real-time) . . . . . . . . . . . . . . . . 2-188  
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
UCID . . . . . . . . . . . . . . . . . . . . . . 2-188  
Universal Call Identifier (UCID) . . . . . . . . . .1-12  
USE_SVC_OBJ . . . . . . . . . . . . . . . . . 2-188  
V
VDISCCALLS . . . . . . . . . . . . . . . . . . 2-189  
VDN . . . . . . . . . . . . . . . . . . . . . . . 2-189  
vdnex . . . . . . . . . . . . . . . . . . . . . . .1-15  
vecex . . . . . . . . . . . . . . . . . . . . . . .1-15  
VECTOR . . . . . . . . . . . . . . . . . . . . 2-190  
Vector Disconnect Timer (G3V2 and later) . . . .1-30  
W
wagent. . . . . . . . . . . . . . . . . . . . . . .1-14  
Wait Answer Supervision Timer (WAST) . . . . .1-30  
wcwc . . . . . . . . . . . . . . . . . . . . . . .1-15  
WMODE_SEQ . . . . . . . . . . . . . . . . . 2-191  
WORKCODE . . . . . . . . . . . . . . . . . . 2-191  
WORKMODE . . . . . . . . . . . . . . 2-192, 2-226  
WORKSKILL (real-time). . . . . . . . . . . . . 2-192  
WORKSKLEVEL (real-time). . . . . . . . . . . 2-193  
WORKSPLIT (real-time). . . . . . . . . . . . . 2-193  
WORKSPLIT2-3 (real-time) . . . . . . . . . . . 2-194  
wsplit . . . . . . . . . . . . . . . . . . . . . . .1-14  
WT1 ... 4. . . . . . . . . . . . . . . . . . . . . 2-194  
wtkgrp . . . . . . . . . . . . . . . . . . . . . . .1-14  
wtrunk . . . . . . . . . . . . . . . . . . . . . . .1-14  
wvdn. . . . . . . . . . . . . . . . . . . . . . . .1-14  
wvector . . . . . . . . . . . . . . . . . . . . . .1-14  
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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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