Lucent Technologies CentreVu, 585-210-939 User Manual

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CentreVu



Call Management System

Release 3 Version 8 Database Items and Calculations

585-210-939 Comcode 108502345 Issue 1 December 1999

Notice

Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. Howev er, information is subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of yo u r te lecommunications system by

an unauthori zed party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there ma y be a risk of toll fraud associated wit h your telecommunication s system and, if toll fraud occur s, it can result in substantial additional charges for your telecommunications services.

You and your system manager are responsible for the security of your system, such as programming and configuring your equipm ent to prevent unauthorized use. The system ma na ger is also responsible for reading al l installation, instruction, and system admi nist ra tion documents provided with this product in order to full y understand the features tha t c an int roduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthoriz ed use of common-carrier tele communication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges th at resul t fr om such unauthorized use.

Lucent Technologies Fraud Intervention

If you suspect that you are being vi ct imized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1-800-643-2353.

Federal Communications Commission Statement Part 15: Class A Statement. This equipment has been tested and found to

comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful in ter feren ce when the equi pmen t is opera ted in a comme rcial environment. This equipment gene rat es, uses, and can radiate radio frequency energy and, i f not installed and used in accordance with the instruction manual, may ca use harmful interference to radi o communications. Operation of this eq ui pment in a residential area is li ke ly t o cause harmful interfer ence, in which ca se the u ser will be requ ired to corre ct t he interference at his own expense.

Part 15: Class B Statement. This equipment has been tested and found to comply with the limits for a Class B di git a l de vi ce, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses, and can ra diate radio-frequency energy an d, if not installed and used in accordance with the instr u ctions, may cause har mful interfere nc e t o ra di o co mmu ni cati on s. H ow ever, the re is no g uar ant ee t ha t interferen ce will not occur in a particul ar installation . I f this equipment does cause harmful interference to radio or television reception, which can be determined by turnin g the equi pment of f and on , the use r is encou raged to try to corre ct the interfe rence b y one or mo re of th e fol lowing measure s:

• Reorient th e r eceiving television or rad io antenna wher e this may be done safely.

• T o the extent possible, re lo cate the receiver wit h resp ect to the telephone equipment.

• Where the telephone equipment requires ac pow er, plug the telephone into a different a c out le t so tha t th e te le phone equipment and receiver ar e on di ffer ent branch circuits.

output devices, term inal s, print ers, e tc. ) certi fied to co mply with the Cl ass B limits may be attached to this computer. Operation with noncertified peripheral s is likely to res ult in interference to radio and televi s io n reception.

Part 68: Answer-Supervision Signaling. Allowing this equi p ment to be operated in a manner that does not provide proper answer-supervision signaling is in violation of Part 68 rules. Th is equipment returns answersupervision signals to the public switche d network when:

• Answered by the called station

• Answered by the attendan t

• Routed to a recorded announcement that can be administered by the CPE user

This equipment returns an sw er-supervision signals on all DID calls forwarded back to the public switched telephone network. Permissible exceptions are:

• A call is unanswered

• A busy tone is received

• A reorder tone is received

Canadian Department of Communications (DOC) Interference Information

This digital apparatus does not exce ed the Class A limits for radio noise emissions set out in the radio interfere nc e regulations of the Canadian Department of Communi cations.

Le Présent Appareil Noméri que n’émet pas de bruits radioé le ctriques dépassant les limites applicables aux appareils numériques de la class A préscrites dans le reglement su r le brouillage radioélectrique édi cté par le ministére des Communications du Canad a.

Trademarks

❥

DEFINITY is a registered trademark of Lucent Technologies.

❥

CentreVu is a registered tr ademark of L ucent Technologies.

❥

CONVERSANT is a registered trademark of Lucent Technologies.

❥

Informix is a registered trademark of Informix Software, Inc.

❥

Intel is a registered trademark of Intel.

❥

Microsoft, MS, MS-DOS, Windows, Windows 95, Windows NT, and Access are registered trademarks of Microsoft Corporation.

❥

OpenLink is a trademark of OpenLink Software.

❥

Crystal Reports is a trademark of SeaGate Software.

❥

Solaris is a trademark of Sun Microsystems, Inc.

❥

SPARC trademarks, including the SCD compliant logo, are trademarks or registered trademarks of SPARC International, Inc. SPARCstation, SPARCserver, SPARCengine, SPARCworks, and SPARCompiler are licensed exclusively to Sun Microsystems, Inc. Products bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems, Inc.

❥

Sun and Sun Microsystems are trademarks or registered trademarks of Sun Microsystems, Inc.

❥

Ultra Enterprise 3000 and Ultra 5 are trademarks of Sun Microsystems, Inc.

❥

UNIX is a registered trademark in the United States and other countries, licensed exclusiv ely through X /Open Company Limited.

❥

All other products mentioned herein are the trademarks of their respective owners.

Part 15: Person al Computer Statement . This equipment ha s bee n certified to comply with the limi ts for a C lass B comput ing dev ice, pursua nt to Subpart J of Part 15 of FCC Rules. Only periph erals (computing input/

Ordering Information Call: Lucent Technologies Publications Center

Voice: 1-800-457-1235 International Voice: 317-322-6416 Fax: 1-800-457-1764 International Fax: 317-322-6699

Write: Lucent Technol ogies BCS Publ ications Center

2855 N. Franklin Road Indianapolis, IN 46219

Order: Document No. 585-210-93 9

Comcode 108502345 Issue 1, December 19 99

You can be placed on a Standing Order list for this and other documents you may need. Standing Order will enable you to automatically receive updated versions of individual documents or document sets, bille d to account information that you provide. For more information on Standing Orders, or to be put on a list to receive future issues of this document, please contact the Luc en t Technologies Publi ca tions Center.

Warranty

Lucent Technologies provides a limited warranty on this product. Refer to

the “Limited use Softwar e Lic ense Agreement” card provi de d w it h your package.

European Union Declaration of Conformity

Lucent Technologies Business Communi cations Systems declares th at XXX equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive 89/336/EEC Low Voltage Directive 73/23/EEC

The “CE” mark affixed to the equipment means that it conforms to the above Directives.

Acknowledgment

This document was developed by Lucent Technologies Global Learning Solutions Organiza ti on .

Disclaimer

Intellectual property relat e d to t his product (including trademarks) and registered to AT&T Corporation has been transferred to Lucent Technologies Incorporated.

Any references within this te xt to A m erican Telephone and Telegraph Corporation or AT&T should be interpreted as references to Lucent Technologies Incorporated . The exc ep ti on is c ross references to books published prior to December 31, 1996, whic h re ta in the ir original AT&T titles.

Heritage Statement

Lucent Technologies—formed as a result of AT&T’s planned restructuring—designs, builds, and delivers a wide range of public and private net works, communication systems and software, consumer and business telephone systems, and microele ct ronics components. The worldrenowned Bell Laborator ie s is the rese arch and development ar m fo r the company.

Comments

To comment o n thi s docu ment, retu rn the co mme nt card at the f ront o f the document.

CentreVu®

CMS R3V8 Database Items and Calculations

CentreVu®

Call Management System

Release 3 Versi o n 8

Database Items and Calculations

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P-1

1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

General Information . . . . . . . . . . . . . . . . . 1-1

Introduction . . . . . . . . . . . . . . . . . . 1-1

How Database Items and Calculations Are Presented . . . . . . 1-2

Introduction . . . . . . . . . . . . . . . . . . 1-2

Database Items . . . . . . . . . . . . . . . . . 1-2

Database Tables . . . . . . . . . . . . . . . . . 1-2

Index Database Items . . . . . . . . . . . . . . . 1-3

Database Item Types . . . . . . . . . . . . . . . 1-3

Sample Switch Cross-Reference Table. . . . . . . . . . 1-4

Calculations . . . . . . . . . . . . . . . . . . 1-5

Terminology . . . . . . . . . . . . . . . . . . . . 1-6

Database Terminology . . . . . . . . . . . . . . . 1-6

Database Table Names . . . . . . . . . . . . . . . . 1-13

Introduction . . . . . . . . . . . . . . . . . . 1-13

Real-Time Table Names. . . . . . . . . . . . . . . 1-13

Historical Database Tables . . . . . . . . . . . . . 1-14

Interactions with Switch Features and Tracking of Switch Capabilities 1-16

Introduction . . . . . . . . . . . . . . . . . . 1-16

Adjunct-Placed and Adjunct-Routed Calls . . . . . . . . 1-16

Call Handling Preference . . . . . . . . . . . . . . 1-16

Forced Disconnect . . . . . . . . . . . . . . . . 1-17

Look-Ahead Interflow Calls . . . . . . . . . . . . . 1-17

Personal Call Tracking . . . . . . . . . . . . . . . 1-17

Direct Agent Calling (G3) . . . . . . . . . . . . . . 1-21

Expanded Agent Capabilities (DEFINITY ECS R5 and Later) . . 1-22

Multiple Call Handling (G3V3). . . . . . . . . . . . . 1-22

Forced Multiple Call Handling (G3V4) . . . . . . . . . . 1-23

Hold Tracking (G3) . . . . . . . . . . . . . . . . 1-23

Ringing (G3) . . . . . . . . . . . . . . . . . . 1-23

Transfer T racking. . . . . . . . . . . . . . . . . 1-23

Conference Tracking (G3) . . . . . . . . . . . . . . 1-23

Call Pickup . . . . . . . . . . . . . . . . . . . 1-23

Agents in Multiple Splits/Skills . . . . . . . . . . . . 1-24

Multiple-Split/ Skill Queuing (G3) . . . . . . . . . . . 1-25

Best Service Routing (DEFINITY ECS R6). . . . . . . . . 1-26

Agent State Tracking at Login . . . . . . . . . . . . 1-26

Move Agent While Staffed (G3V4 and later) . . . . . . . . 1-27

Converse Vector Command (G3V2 and later) . . . . . . . 1-27

Go To Vector . . . . . . . . . . . . . . . . . . 1-27

Outbound Call Management (OCM) . . . . . . . . . . . 1-28

Redirection on No Answer (G3V2 and later) . . . . . . . . 1-28

Skill State . . . . . . . . . . . . . . . . . . . 1-28

Switch Average Speed of Answer (G3V4 and later) . . . . . 1-29

Timed ACW. . . . . . . . . . . . . . . . . . . 1-29

Tracking of Times/Duration . . . . . . . . . . . . . 1-29

Trunk No Answer Timeout (G3V2 and later) . . . . . . . . 1-29

Vector Disconnect Timer (G3V2 and later) . . . . . . . . 1-30

VDN Active Calls . . . . . . . . . . . . . . . . . 1-30

Wait Answer Supervision Timer (WAST) . . . . . . . . . 1-30

Universal Call ID (DEFINITY ECS R6) . . . . . . . . . . 1-31

CentreVu Advocate (ECS R6 and later) . . . . . . . . . 1-31

Location (ECS R8 and later) . . . . . . . . . . . . . 1-32

2 Database Items and Calculations . . . . . . . . . . . . . . . . . . . 2-1

Overview . . . . . . . . . . . . . . . . . . . 2-1

CentreVu®

CMS R3V8 Database Items and Calculations

General information . . . . . . . . . . . . . . . . . 2-2

Overview . . . . . . . . . . . . . . . . . . . 2-2

Database item types. . . . . . . . . . . . . . . . 2-2

Split/skill database items . . . . . . . . . . . . . . 2-3

Agent database items . . . . . . . . . . . . . . . 2-3

Trunk group database items . . . . . . . . . . . . . 2-4

Trunk database items . . . . . . . . . . . . . . . 2-4

Vector database items . . . . . . . . . . . . . . . 2-4

VDN database items . . . . . . . . . . . . . . . . 2-5

Call work codes database items . . . . . . . . . . . . 2-5

Agent login/logout database items . . . . . . . . . . . 2-6

Agent trace database items . . . . . . . . . . . . . 2-6

Current day configuration database items . . . . . . . . 2-6

Current day report database items . . . . . . . . . . . 2-7

Call record database items . . . . . . . . . . . . . 2-7

Exception historical database ite ms . . . . . . . . . . 2-7

Database Items . . . . . . . . . . . . . . . . . . . 2-8

Overview . . . . . . . . . . . . . . . . . . . 2-8

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_RELEASE . . . . . . . . . . . . . . . . . 2-15

ACDAUXOUT- CALLS . . . . . . . . . . . . . . . 2-15

ACDCALLS. . . . . . . . . . . . . . . . . . . 2-16

ACDCALLS1-10 . . . . . . . . . . . . . . . . . 2-17

ACDONHOLD

(real-time) . . . . . . . . . . . . . . . . . . . 2-17

ACDTIME . . . . . . . . . . . . . . . . . . . 2-18

ACTIVECALLS (real-time) . . . . . . . . . . . . . . 2-18

ACWINCALLS . . . . . . . . . . . . . . . . . . 2-19

ACWINTIME . . . . . . . . . . . . . . . . . . 2-19

ACWOUTADJ-

CALLS . . . . . . . . . . . . . . . . . . . . 2-20

ACWOUTCALLS . . . . . . . . . . . . . . . . . 2-20

ACWOUTOFF-CALLS . . . . . . . . . . . . . . . 2-21

ACWOUTOFF-TIME . . . . . . . . . . . . . . . . 2-21

ACWOUTTIME. . . . . . . . . . . . . . . . . . 2-22

ACWTIME . . . . . . . . . . . . . . . . . . . 2-22

ADJATTEMPTS . . . . . . . . . . . . . . . . . 2-23

ADJROUTED . . . . . . . . . . . . . . . . . . 2-24

ADJUNCTOUT (real-time) . . . . . . . . . . . . . . 2-24

AGINRING

(real-time) . . . . . . . . . . . . . . . . . . . 2-25

AGOCC . . . . . . . . . . . . . . . . . . . . 2-25

AGSTAT E

(real-time) . . . . . . . . . . . . . . . . . . . 2-25

AGT_RELEASED . . . . . . . . . . . . . . . . . 2-26

AGDURATION

(real-time) . . . . . . . . . . . . . . . . . . . 2-26

AGTIME

(real-time) . . . . . . . . . . . . . . . . . . . 2-26

ALLINUSE

(real-time) . . . . . . . . . . . . . . . . . . . 2-27

ALLINUSETIME . . . . . . . . . . . . . . . . . 2-27

ANI_SID . . . . . . . . . . . . . . . . . . . . 2-27

ANSCONN-CALLS1-10 . . . . . . . . . . . . . . . 2-28

ANSHOLDTIME . . . . . . . . . . . . . . . . . 2-28

ANSLOCID . . . . . . . . . . . . . . . . . . . 2-28

ANSLOGIN . . . . . . . . . . . . . . . . . . . 2-29

ANSREASON . . . . . . . . . . . . . . . . . . 2-29

ANSRINGTIME. . . . . . . . . . . . . . . . . . 2-29

ANSTIME . . . . . . . . . . . . . . . . . . . 2-30

ASA (real-time) . . . . . . . . . . . . . . . . . 2-30

ASSIST (real-time) . . . . . . . . . . . . . . . . 2-31

ASSIST_ACTV. . . . . . . . . . . . . . . . . . 2-31

ASSISTS. . . . . . . . . . . . . . . . . . . . 2-31

ATAGENT

(real-time) . . . . . . . . . . . . . . . . . . . 2-32

AUDIO . . . . . . . . . . . . . . . . . . . . 2-32

AUXINCALLS . . . . . . . . . . . . . . . . . . 2-32

AUXINTIME . . . . . . . . . . . . . . . . . . . 2-33

AUXOUTADJ-CALLS. . . . . . . . . . . . . . . . 2-33

AUXOUTCALLS . . . . . . . . . . . . . . . . . 2-34

AUXOUTOFF-CALLS . . . . . . . . . . . . . . . 2-34

AUXOUTOFF-TIME . . . . . . . . . . . . . . . . 2-35

AUXOUTTIME . . . . . . . . . . . . . . . . . . 2-35

AUXREASON

(real-time) . . . . . . . . . . . . . . . . . . . 2-36

AVAILABLE

(real-time) . . . . . . . . . . . . . . . . . . . 2-36

CentreVu®

CMS R3V8 Database Items and Calculations

vii

AVGAGSERV . . . . . . . . . . . . . . . . . . 2-36

AVGSPEEDANS . . . . . . . . . . . . . . . . . 2-37

AWORKMODE

(real-time) . . . . . . . . . . . . . . . . . . . 2-37

BACKUPCALLS . . . . . . . . . . . . . . . . . 2-37

BH_ABNCALLS

(daily only) . . . . . . . . . . . . . . . . . . . 2-39

BH_ACDCALLS . . . . . . . . . . . . . . . . . 2-40

BH_ACDTIME . . . . . . . . . . . . . . . . . . 2-40

BH_ALLINUSE-TIME. . . . . . . . . . . . . . . . 2-40

BH_BUSYCALLS . . . . . . . . . . . . . . . . . 2-41

BH_DISCCALLS . . . . . . . . . . . . . . . . . 2-41

BH_INCALLS . . . . . . . . . . . . . . . . . . 2-41

BH_INTIME . . . . . . . . . . . . . . . . . . . 2-42

BH_OABN-CALLS . . . . . . . . . . . . . . . . 2-42

BH_OACD-CALLS . . . . . . . . . . . . . . . . 2-42

BH_OOTHER-CALLS . . . . . . . . . . . . . . . 2-43

BH_OTHER-CALLS . . . . . . . . . . . . . . . . 2-43

BH_OUTCALLS . . . . . . . . . . . . . . . . . 2-44

BH_OUTTIME . . . . . . . . . . . . . . . . . . 2-44

BH_STARTTIME . . . . . . . . . . . . . . . . . 2-44

BH_VDNCALLS . . . . . . . . . . . . . . . . . 2-45

BLOCKAGE . . . . . . . . . . . . . . . . . . 2-45

BSRPLAN . . . . . . . . . . . . . . . . . . . 2-45

BUSYCALLS . . . . . . . . . . . . . . . . . . 2-46

BUSYTIME . . . . . . . . . . . . . . . . . . . 2-47

CALLER_HOLD . . . . . . . . . . . . . . . . . 2-47

CALLID . . . . . . . . . . . . . . . . . . . . 2-48

CALLING_II. . . . . . . . . . . . . . . . . . . 2-48

CALLING_LOGID

(real-time) . . . . . . . . . . . . . . . . . . . 2-48

CALLING_PTY. . . . . . . . . . . . . . . . . . 2-49

CALLSOFFERED . . . . . . . . . . . . . . . . . 2-49

CHANGE . . . . . . . . . . . . . . . . . . . 2-49

CHANGED (real-time) . . . . . . . . . . . . . . . 2-50

CHPROF. . . . . . . . . . . . . . . . . . . . 2-50

COMPLETED . . . . . . . . . . . . . . . . . . 2-50

CONFERENCE. . . . . . . . . . . . . . . . . . 2-50

CONNECT-CALLS . . . . . . . . . . . . . . . . 2-51

CONNECTTIME . . . . . . . . . . . . . . . . . 2-51

CONNTALKTIME . . . . . . . . . . . . . . . . . 2-52

CONSULTTIME . . . . . . . . . . . . . . . . . 2-52

CWC (index) . . . . . . . . . . . . . . . . . . 2-52

DA_ABNCALLS . . . . . . . . . . . . . . . . . 2-53

DA_ABNTIME . . . . . . . . . . . . . . . . . . 2-53

DA_ACDCALLS . . . . . . . . . . . . . . . . . 2-53

DA_ACDTIME . . . . . . . . . . . . . . . . . . 2-54

DA_ACWIN-CALLS . . . . . . . . . . . . . . . . 2-54

DA_ACWINTIME . . . . . . . . . . . . . . . . . 2-54

DA_ACWOADJ-CALLS . . . . . . . . . . . . . . . 2-55

DA_ACWO-CALLS . . . . . . . . . . . . . . . . 2-55

DA_ACWOOFF-CALLS . . . . . . . . . . . . . . . 2-56

DA_ACWOOFF-TIME . . . . . . . . . . . . . . . 2-56

CentreVu®

CMS R3V8 Database Items and Calculations

viii

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_OLDEST-CALL (real-time) . . . . . . . . . . . . 2-59

DA_ONACD

(real-time) . . . . . . . . . . . . . . . . . . . 2-59

DA_OTHER-CALLS . . . . . . . . . . . . . . . . 2-60

DA_OTHERTIME . . . . . . . . . . . . . . . . . 2-60

DA_QUEUED . . . . . . . . . . . . . . . . . . 2-60

DA_RELEASE . . . . . . . . . . . . . . . . . . 2-61

DA_SKILL

(real-time) . . . . . . . . . . . . . . . . . . . 2-61

DACALLS_FIRST

(real-time) . . . . . . . . . . . . . . . . . . . 2-61

DEFLECTCALLS . . . . . . . . . . . . . . . . . 2-62

DEQUECALLS. . . . . . . . . . . . . . . . . . 2-62

DEQUETIME . . . . . . . . . . . . . . . . . . 2-62

DESTINATION

(real-time) . . . . . . . . . . . . . . . . . . . 2-63

DIALED_NUM . . . . . . . . . . . . . . . . . . 2-63

DIGITS_DIALED . . . . . . . . . . . . . . . . . 2-64

DIRECTION

(real-time) . . . . . . . . . . . . . . . . . . . 2-64

DISCCALLS . . . . . . . . . . . . . . . . . . 2-65

DISCTIME . . . . . . . . . . . . . . . . . . . 2-66

DISPIVECTOR . . . . . . . . . . . . . . . . . . 2-66

DISPOSITION . . . . . . . . . . . . . . . . . . 2-67

DISPPRIORITY. . . . . . . . . . . . . . . . . . 2-68

DISPSKLEVEL. . . . . . . . . . . . . . . . . . 2-68

DISPSPLIT . . . . . . . . . . . . . . . . . . . 2-68

DISPTIME . . . . . . . . . . . . . . . . . . . 2-69

DISPVDN . . . . . . . . . . . . . . . . . . . 2-69

DURATION

(real-time) . . . . . . . . . . . . . . . . . . . 2-69

EQLOC . . . . . . . . . . . . . . . . . . . . 2-70

EVENT1-9 . . . . . . . . . . . . . . . . . . . 2-71

EVENT_TIME . . . . . . . . . . . . . . . . . . 2-71

EWTHIGH

(real-time) . . . . . . . . . . . . . . . . . . . 2-72

EWTLOW

(real-time) . . . . . . . . . . . . . . . . . . . 2-72

EWTMEDIUM

(real-time) . . . . . . . . . . . . . . . . . . . 2-73

EWTTOP

(real-time) . . . . . . . . . . . . . . . . . . . 2-73

EXT_CALL_

ORIG . . . . . . . . . . . . . . . . . . . . . 2-74

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CMS R3V8 Database Items and Calculations

EXTENSION . . . . . . . . . . . . . . . . . . 2-74

EXTN . . . . . . . . . . . . . . . . . . . . . 2-74

EXTYPE . . . . . . . . . . . . . . . . . . . . 2-75

FAGINRING

(real-time) . . . . . . . . . . . . . . . . . . . 2-78

FAVAILABLE

(real-time) . . . . . . . . . . . . . . . . . . . 2-79

FAILURES . . . . . . . . . . . . . . . . . . . 2-79

FCALLS . . . . . . . . . . . . . . . . . . . . 2-79

FINACW

(real-time) . . . . . . . . . . . . . . . . . . . 2-80

FINAUX . . . . . . . . . . . . . . . . . . . . 2-80

FIRSTVDN . . . . . . . . . . . . . . . . . . . 2-80

FIRSTVECTOR. . . . . . . . . . . . . . . . . . 2-80

FMETHOD . . . . . . . . . . . . . . . . . . . 2-81

FONACD

(real-time) . . . . . . . . . . . . . . . . . . . 2-81

FOTHER

(real-time) . . . . . . . . . . . . . . . . . . . 2-81

FSTAFFED

(real-time) . . . . . . . . . . . . . . . . . . . 2-81

GNAGINRING

(real-time) . . . . . . . . . . . . . . . . . . . 2-82

GNAVAILABLE

(real-time) . . . . . . . . . . . . . . . . . . . 2-82

GNINACW

(real-time) . . . . . . . . . . . . . . . . . . . 2-82

GNINAUX

(real-time) . . . . . . . . . . . . . . . . . . . 2-83

GNINAUX0

(real-time) . . . . . . . . . . . . . . . . . . . 2-83

GNINAUX1-9

(real-time) . . . . . . . . . . . . . . . . . . . 2-83

GNONACD

(real-time) . . . . . . . . . . . . . . . . . . . 2-84

GNONACDAUX-OUT

(real-time) . . . . . . . . . . . . . . . . . . . 2-84

GNONACDOUT

(real-time) . . . . . . . . . . . . . . . . . . . 2-84

GNONACWIN

(real-time) . . . . . . . . . . . . . . . . . . . 2-85

GNONACWOUT

(real-time) . . . . . . . . . . . . . . . . . . . 2-85

GNONAUXIN

(real-time) . . . . . . . . . . . . . . . . . . . 2-85

GNONAUXOUT

(real-time) . . . . . . . . . . . . . . . . . . . 2-86

GNDA_INACW

(real-time) . . . . . . . . . . . . . . . . . . . 2-86

GNDA_ONACD

(real-time) . . . . . . . . . . . . . . . . . . . 2-86

GNOTHER

(real-time) . . . . . . . . . . . . . . . . . . . 2-87

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CMS R3V8 Database Items and Calculations

GNSKILL

(real-time) . . . . . . . . . . . . . . . . . . . 2-87

GNSTAFFED

(real-time) . . . . . . . . . . . . . . . . . . . 2-88

GOTOCALLS . . . . . . . . . . . . . . . . . . 2-88

GOTOTIME . . . . . . . . . . . . . . . . . . . 2-88

HDATE1-4 . . . . . . . . . . . . . . . . . . . 2-88

HELD . . . . . . . . . . . . . . . . . . . . . 2-89

HIGHCALLS . . . . . . . . . . . . . . . . . . 2-89

HOLDABN . . . . . . . . . . . . . . . . . . . 2-89

HOLDABN-CALLS . . . . . . . . . . . . . . . . 2-90

HOLDACD-CALLS . . . . . . . . . . . . . . . . 2-90

HOLDACDTIME . . . . . . . . . . . . . . . . . 2-91

HOLDCALLS . . . . . . . . . . . . . . . . . . 2-91

HOLDTIME . . . . . . . . . . . . . . . . . . . 2-92

I_ACDAUXIN-TIME . . . . . . . . . . . . . . . . 2-92

I_ACDAUX_

OUTTIME . . . . . . . . . . . . . . . . . . . 2-93

I_ACDOTHER-TIME . . . . . . . . . . . . . . . . 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_A VAILTIME . . . . . . . . . . . . . . . . . . 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_T AUXTIME . . . . . . . . . . . . . . . . . . 2-104

I_T AVAILTIME . . . . . . . . . . . . . . . . . . 2-104

I_TOTHERTIME . . . . . . . . . . . . . . . . . 2-104

II_DIGITS . . . . . . . . . . . . . . . . . . . 2-104

ILN . . . . . . . . . . . . . . . . . . . . . 2-105

INACW (real-time) . . . . . . . . . . . . . . . . 2-105

INAUX (real-time) . . . . . . . . . . . . . . . . . 2-105

INAUX0

(real-time) . . . . . . . . . . . . . . . . . . . 2-106

INAUX1-9

(real-time) . . . . . . . . . . . . . . . . . . . 2-106

INBOUND

(real-time) . . . . . . . . . . . . . . . . . . . 2-106

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CMS R3V8 Database Items and Calculations

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

INTERFLOW-CALLS . . . . . . . . . . . . . . . . 2-113

INTIME . . . . . . . . . . . . . . . . . . . . 2-113

INTRVL . . . . . . . . . . . . . . . . . . . . 2-114

INVECTOR

(real-time) . . . . . . . . . . . . . . . . . . . 2-115

ITN (index) . . . . . . . . . . . . . . . . . . . 2-116

KEYBD_DIALED . . . . . . . . . . . . . . . . . 2-116

LASTCWC . . . . . . . . . . . . . . . . . . . 2-116

LASTDIGITS . . . . . . . . . . . . . . . . . . 2-116

LASTOBSERVER . . . . . . . . . . . . . . . . . 2-117

LEVEL

(real-time) . . . . . . . . . . . . . . . . . . . 2-117

LOC_ID . . . . . . . . . . . . . . . . . . . . 2-117

LOGID . . . . . . . . . . . . . . . . . . . . 2-118

LOGONSKILL

(real-time) . . . . . . . . . . . . . . . . . . . 2-119

LOGONSKILL2-20

(real-time) . . . . . . . . . . . . . . . . . . . 2-120

LOGONSTART (real-time) . . . . . . . . . . . . . . 2-120

LOGOUT. . . . . . . . . . . . . . . . . . . . 2-120

LOGOUT_DATE . . . . . . . . . . . . . . . . . 2-121

LOGOUTREA-SON . . . . . . . . . . . . . . . . 2-121

LOOKATTEMPTS . . . . . . . . . . . . . . . . . 2-121

LOOKFLOW-CALLS . . . . . . . . . . . . . . . . 2-122

LOWCALLS. . . . . . . . . . . . . . . . . . . 2-122

MALICIOUS

(real-time) . . . . . . . . . . . . . . . . . . . 2-123

MAXINQUEUE . . . . . . . . . . . . . . . . . . 2-123

MAXOCWTIME. . . . . . . . . . . . . . . . . . 2-123

MAXSTAFFED . . . . . . . . . . . . . . . . . . 2-124

MAXTOP. . . . . . . . . . . . . . . . . . . . 2-124

MAX_TOT_

PERCENTS . . . . . . . . . . . . . . . . . . . 2-124

MAXWAITING . . . . . . . . . . . . . . . . . . 2-125

MBUSY (real-time) . . . . . . . . . . . . . . . . 2-125

MBUSYTIME . . . . . . . . . . . . . . . . . . 2-125

MCT . . . . . . . . . . . . . . . . . . . . . 2-126

MEDCALLS. . . . . . . . . . . . . . . . . . . 2-126

MOVEPENDING (real-time). . . . . . . . . . . . . . 2-126

NETDISCCALLS . . . . . . . . . . . . . . . . . 2-127

NETINCALLS . . . . . . . . . . . . . . . . . . 2-127

NETINTIME . . . . . . . . . . . . . . . . . . . 2-127

NETPOLLS . . . . . . . . . . . . . . . . . . . 2-128

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NOANSREDIR . . . . . . . . . . . . . . . . . . 2-128

NUMAGREQ . . . . . . . . . . . . . . . . . . 2-129

NUMINUSE

(real-time) . . . . . . . . . . . . . . . . . . . 2-129

NUMTGS . . . . . . . . . . . . . . . . . . . 2-130

NUMVDNS . . . . . . . . . . . . . . . . . . . 2-130

O_ABNCALLS . . . . . . . . . . . . . . . . . . 2-130

O_ACDCALLS . . . . . . . . . . . . . . . . . . 2-131

O_ACDTIME . . . . . . . . . . . . . . . . . . 2-131

O_ACWTIME . . . . . . . . . . . . . . . . . . 2-132

O_OTHER-CALLS . . . . . . . . . . . . . . . . 2-132

OBSERVING-CALL . . . . . . . . . . . . . . . . 2-133

OBSLOCID . . . . . . . . . . . . . . . . . . . 2-133

OLDESTCALL

(real-time) . . . . . . . . . . . . . . . . . . . 2-133

OLDEST_LOG-ON (real-time) . . . . . . . . . . . . . 2-134

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

ORIGLOGIN . . . . . . . . . . . . . . . . . . 2-138

ORIGREASON . . . . . . . . . . . . . . . . . . 2-138

OTHER (real-time) . . . . . . . . . . . . . . . . 2-138

OTHERCALLS . . . . . . . . . . . . . . . . . . 2-139

OTHERTIME . . . . . . . . . . . . . . . . . . 2-140

OUTBOUND

(real-time) . . . . . . . . . . . . . . . . . . . 2-141

OUTCALLS . . . . . . . . . . . . . . . . . . . 2-141

OUTFLAG . . . . . . . . . . . . . . . . . . . 2-141

OUTFLOW-CALLS . . . . . . . . . . . . . . . . 2-142

OUTFLOWTIME . . . . . . . . . . . . . . . . . 2-143

OUTTIME . . . . . . . . . . . . . . . . . . . 2-144

PENDINGSPLIT (real-time). . . . . . . . . . . . . . 2-144

PERCENT

(real-time) . . . . . . . . . . . . . . . . . . . 2-145

PERIOD 1-9. . . . . . . . . . . . . . . . . . . 2-145

PERIODCHG . . . . . . . . . . . . . . . . . . 2-145

PHANTOMABNS . . . . . . . . . . . . . . . . . 2-146

POSITION (index). . . . . . . . . . . . . . . . . 2-147

POSITIONS . . . . . . . . . . . . . . . . . . . 2-147

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PREFERENCE . . . . . . . . . . . . . . . . . . 2-147

PRIORITY

(real-time) . . . . . . . . . . . . . . . . . . . 2-148

PRIORITY2-3

(real-time) . . . . . . . . . . . . . . . . . . . 2-148

QUECOUNT

(real-time) . . . . . . . . . . . . . . . . . . . 2-149

QUETYPE

(real-time) . . . . . . . . . . . . . . . . . . . 2-149

QUETYPE2-3

(real-time) . . . . . . . . . . . . . . . . . . . 2-149

R1AGINRING

(real-time) . . . . . . . . . . . . . . . . . . . 2-150

R1AVAILABLE

(real-time) . . . . . . . . . . . . . . . . . . . 2-150

R1INACW

(real-time) . . . . . . . . . . . . . . . . . . . 2-150

R1INAUX

(real-time) . . . . . . . . . . . . . . . . . . . 2-151

R1ONACD

(real-time) . . . . . . . . . . . . . . . . . . . 2-151

R1OTHER

(real-time) . . . . . . . . . . . . . . . . . . . 2-151

R1STAFFED

(real-time) . . . . . . . . . . . . . . . . . . . 2-152

R2AGINRING

(real-time) . . . . . . . . . . . . . . . . . . . 2-152

R2AVAILABLE

(real-time) . . . . . . . . . . . . . . . . . . . 2-152

R2INACW

(real-time) . . . . . . . . . . . . . . . . . . . 2-153

R2INAUX

(real-time) . . . . . . . . . . . . . . . . . . . 2-153

R2ONACD

(real-time) . . . . . . . . . . . . . . . . . . . 2-153

R2OTHER

(real-time) . . . . . . . . . . . . . . . . . . . 2-154

R2STAFFED

(real-time) . . . . . . . . . . . . . . . . . . . 2-154

RAGOCC . . . . . . . . . . . . . . . . . . . 2-154

RAVGSPEED-ANS . . . . . . . . . . . . . . . . 2-154

REASON. . . . . . . . . . . . . . . . . . . . 2-155

REASON_CODE . . . . . . . . . . . . . . . . . 2-155

RECONNECT . . . . . . . . . . . . . . . . . . 2-155

RETURNCALLS . . . . . . . . . . . . . . . . . 2-156

RINGCALLS . . . . . . . . . . . . . . . . . . 2-156

RINGTIME . . . . . . . . . . . . . . . . . . . 2-157

ROLE

(real-time) . . . . . . . . . . . . . . . . . . . 2-158

ROW_DATE (index) . . . . . . . . . . . . . . . . 2-158

ROW_TIME . . . . . . . . . . . . . . . . . . . 2-160

RSERVLEVELP . . . . . . . . . . . . . . . . . 2-160

SEGMENT . . . . . . . . . . . . . . . . . . . 2-161

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SEGSTART . . . . . . . . . . . . . . . . . . . 2-161

SEGSTOP . . . . . . . . . . . . . . . . . . . 2-161

SERVICELEVEL . . . . . . . . . . . . . . . . . 2-162

SERVLEVELP . . . . . . . . . . . . . . . . . . 2-162

SERVLEVELT . . . . . . . . . . . . . . . . . . 2-162

SETUPTIME . . . . . . . . . . . . . . . . . . 2-163

SHORTCALLS . . . . . . . . . . . . . . . . . . 2-163

SKILL1-3 . . . . . . . . . . . . . . . . . . . 2-164

SKILLACWTIME-1-3 . . . . . . . . . . . . . . . . 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

(real-time) . . . . . . . . . . . . . . . . . . . 2-167

SLVLABNS . . . . . . . . . . . . . . . . . . . 2-168

SL VLOUT-FLOWS . . . . . . . . . . . . . . . . 2-168

SPLIT. . . . . . . . . . . . . . . . . . . . . 2-168

SPLIT1 . . . . . . . . . . . . . . . . . . . . 2-170

SPLIT2-3. . . . . . . . . . . . . . . . . . . . 2-170

STAFFED

(real-time) . . . . . . . . . . . . . . . . . . . 2-170

STARTED

(real-time) . . . . . . . . . . . . . . . . . . . 2-171

ST ARTTIME. . . . . . . . . . . . . . . . . . . 2-171

SVCLEVELCHG . . . . . . . . . . . . . . . . . 2-172

TAGINRING

(real-time) . . . . . . . . . . . . . . . . . . . 2-173

TALKTIME . . . . . . . . . . . . . . . . . . . 2-173

TAVAILABLE

(real-time) . . . . . . . . . . . . . . . . . . . 2-173

TDA_INACW

(real-time) . . . . . . . . . . . . . . . . . . . 2-174

TDA_ONACD

(real-time) . . . . . . . . . . . . . . . . . . . 2-174

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

(real-time) . . . . . . . . . . . . . . . . . . . 2-179

TINAUX

(real-time) . . . . . . . . . . . . . . . . . . . 2-179

TINAUX0

(real-time) . . . . . . . . . . . . . . . . . . . 2-180

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TINAUX1-9

(real-time) . . . . . . . . . . . . . . . . . . . 2-180

TKGRP . . . . . . . . . . . . . . . . . . . . 2-180

TKSTATE (real-time) . . . . . . . . . . . . . . . . 2-181

TONACD

(real-time) . . . . . . . . . . . . . . . . . . . 2-182

TONACDAUX-OUT

(real-time) . . . . . . . . . . . . . . . . . . . 2-182

TONACDOUT

(real-time) . . . . . . . . . . . . . . . . . . . 2-182

TONACWIN

(real-time) . . . . . . . . . . . . . . . . . . . 2-183

TONACWOUT

(real-time) . . . . . . . . . . . . . . . . . . . 2-183

TONAUXIN

(real-time) . . . . . . . . . . . . . . . . . . . 2-183

TONAUXOUT

(real-time) . . . . . . . . . . . . . . . . . . . 2-184

TOPCALLS . . . . . . . . . . . . . . . . . . . 2-184

TOPSKILL

(real-time) . . . . . . . . . . . . . . . . . . . 2-184

TOT_PERCENTS

(real-time) . . . . . . . . . . . . . . . . . . . 2-185

TOTHER

(real-time) . . . . . . . . . . . . . . . . . . . 2-185

TRANSFERRED . . . . . . . . . . . . . . . . . 2-186

TRENDBASE . . . . . . . . . . . . . . . . . . 2-187

TRUNKS. . . . . . . . . . . . . . . . . . . . 2-187

TSTAFFED

(real-time) . . . . . . . . . . . . . . . . . . . 2-187

TYPE (real-time) . . . . . . . . . . . . . . . . . 2-188

UCID . . . . . . . . . . . . . . . . . . . . . 2-188

USE_SVC_OBJ

(real-time) . . . . . . . . . . . . . . . . . . . 2-188

VDISCCALLS . . . . . . . . . . . . . . . . . . 2-189

VDN . . . . . . . . . . . . . . . . . . . . . 2-189

VECTOR. . . . . . . . . . . . . . . . . . . . 2-190

WMODE_SEQ . . . . . . . . . . . . . . . . . . 2-191

WORKCODE . . . . . . . . . . . . . . . . . . 2-191

WORKMODE

(real-time) . . . . . . . . . . . . . . . . . . . 2-192

WORKSKILL

(real-time) . . . . . . . . . . . . . . . . . . . 2-192

WORKSKLEVEL (real-time) . . . . . . . . . . . . . 2-193

WORKSPLIT

(real-time) . . . . . . . . . . . . . . . . . . . 2-193

WORKSPLIT2-3 (real-time). . . . . . . . . . . . . . 2-194

WT1 ... 4 . . . . . . . . . . . . . . . . . . . . 2-194

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CMS R3V8 Database Items and Calculations

xvi

Switch cross-reference . . . . . . . . . . . . . . . . 2-195

Overview . . . . . . . . . . . . . . . . . . . 2-195

Switch cross-reference information. . . . . . . . . . . 2-195

Search values and calculations . . . . . . . . . . . . . 2-224

Overview . . . . . . . . . . . . . . . . . . . 2-224

Agent state and row search values cross-reference . . . . . 2-224

Call disposition and row search values cross-reference . . . . 2-227

Calculations . . . . . . . . . . . . . . . . . . . . 2-228

Overview . . . . . . . . . . . . . . . . . . . 2-228

Standard Dictionary Calculations . . . . . . . . . . . 2-228

Reports-specific Calculations . . . . . . . . . . . . 2-239

Index . . . . . . . . . . . . . . . . . . . . . . . . . IN-1

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CMS R3V8 Database Items and Calculations

xvii

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CMS R3V8 Database Items and Calculations

xviii

Preface

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CMS R3V8 Database Items and Calculations

P-1

Preface

Purpose 0

Audience 0

This book describes the

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® 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.

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

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users who need to understand the use of database items and how



Call Management System (CMS)

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CMS calculates amounts for reports. It is also written to help users decide which database items and calculations to use in custom reports.

How to use this document 0

Conventions used0

The following list describes the content s of each chapter and appendix in this document:

●

Chapter 1, Introduction

●

Chapter 2, Database Items and Calculations

The following conventions are used throughout this document:

●

A Book Title is italicized.

●

An Informix table name is 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.

Preface

CentreVu®

CMS R3V8 Database Items and Calculations

P-2

Introduction

General Information 1-1

CentreVu®

CMS R3V8 Database Items and Calculations

1 Introduction

General Information 1

Introduction 1

This document describes the the database tables, and the standard Dictionary calculations that use the database items. This chapter is organized as follows:

●

How Database Items and Calculations Are Presented

●

Terminology

●

Database Table Names

●

Interactions with Switch Features and Tracking of Switch Capabilities

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CMS database tables, the items in

Introduction

How Database Items and Calculations Are Presented 1-2

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CMS R3V8 Database Items and Calculations

How Database Items and Calculations Are Presented 1

Introduction 1

This section outlines how the

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CMS database items and

calculations are presented lat er in the document.

Database Items 1

This document defines database items used in

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Supervisor reports.

Sample Database Item Table

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:

Database Item Description Type

DATABASE ITEM The definition of the database item is gi ven 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 al so listed.

C, A, S, I, N, M, or B

Database Tables 1

The following database item tables are included in this document:

●

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.

Introduction

How Database Items and Calculations Are Presented 1-3

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CMS R3V8 Database Items and Calculations

Items in Different Tables

Items in Definitions1

Index Database Items

Database Item Types

Many database items are included in more than one database table. When an item is in more than one table, the defi niti on may or may not be

the same from table to table.

Database items that are used in the descripti on of another dat abase item are in boldface type.

The index database items in each table are marked. I ndexes add structure to table rows so that

The row search criteria you define for custom repor ts should be based on indexes whenever possible. For histori cal custom report s, al ways include

a “where” clause based on the ROW_DATE database item.

Each database item contains one of the following types of data: C =Cumulative data: accumulates throughout the collection interval.

Most real-time database items contain cumulative data.

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CMS can ret rieve data faster.

Historical and RealTime Data

A =Administrative data: administered on the switch or on

CMS. For example, the database item INTRVL in the spli t/skill real-time table contains the number of minu tes in t he i ntrahour int erva l (15, 30 , 6 0) currently assigned to the specified split/skill on

S =Status data: gi ves the current status (a snap shot of a particular ACD element). For example, the database it em INQUEUE in the split/ski ll realtime table contains the number of spli t/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 tabl e 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 da ta that is only meani ngful for the busy hou r.

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.

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CMS.

Introduction

How Database Items and Calculations Are Presented 1-4

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CMS R3V8 Database Items and Calculations

Call-Based Data 1

Interval-Based Data 1

In addition to the types of data descr ibed above, items in the CMS database can be either call -based or interval-based. Most CMS database items are call-based. Call-based dat a is committed to the database after a call completes. Therefore, if a call starts and ends in different coll ection intervals, all of the data is recorded in the interval in which the call and any after call work is completed.

Interval-based data represents the amount of time during a collection interval spent doing a p articul ar activity. Interval-based items are upd ated throughout the collecti on 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) ar e also i n terval-based.

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 callbased items for this type of calcul ation. Furt hermore, because cal l-based and interval-based items may not track the same events, a calculation should use only one type of item and comparisons of call-bas ed calculations and interv al-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 handl ed one or more ACD calls that crossed over interval boundaries.

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Sample Switch Cross-Reference Table

G3V2/

Database Item

DATABASE ITEM

G3V3 G3V4

XXX X

Switch releases that this database item applies to are marked with X’s.

NOTE:

Report data may not add up if the report has a combination of call-based and interval-based items.

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database item table, is a switch cross-reference table. The swit ch crossreference tables list each database item by switch release. Below is an

example of how the table information is presented:

CMS database items apply to specific switches. After each

DEFINITY

ECS R5 ECS R6 ECS R7 ECS R8

Introduction

How Database Items and Calculations Are Presented 1-5

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CMS R3V8 Database Items and Calculations

Calculations 1

Sample Standard Dictionary Calculations Table

Calculation Name Calculation Description

CALCULATION NAME (as it appears in the

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CMS Dictionary)

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standard 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 tab le i nformation is presented:

CMS uses calculations of database items in many reports. All

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Mathematical definition of the calculation.

CMS Dictionary calculations are listed al phabetically

Short description of the calculation.

Introduction

Terminology 1-6

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CMS R3V8 Database Items and Calculations

Terminology 1

Database Terminology

The following terms are often used in the database item descriptions.

Abandoned Call

A call in which the caller hung up before the call was answered or connected. Calls also can be considered abandoned if certain timers in the switch time out. See the explanations of the Wait Answer

Supervision T imer (WAST), the Phant om-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 di sconnect 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 t hat 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 pr ocess ing 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 ab andons ar e counted in t hat table.

ACD Call A call that queued to a split/skill and was answered

by an agent in that s plit/skill or a call t hat queued as a direct agent call and was answered by the agent to whom it was queued.

Introduction

Terminology 1-7

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CMS R3V8 Database Items and Calculations

After Call Work (ACW)

Work done when the agent is not on a call. There ar e two types of after call work (ACW): call-related ACW and ACW not associated with a cal l. 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.

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CMS tracks callrelated 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.

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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 V ersion 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 cal l.

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 implies measurement by

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CMS.

agent

Introduction

Terminology 1-8

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CMS R3V8 Database Items and Calculations

Agent position (no EAS)

The combination of the agent login ID and the split the agent logged into. Agents logged into mult iple splits have multip le positions associated with them. Call data are collected for each agent/split combination separa tely, so that it is possible t o 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 (with EAS)

The login ID of the agent, regar dless of the number of skills assigned to the agent. Data are st ill 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 i s answered di rectly af ter the zi p tone is applied.

Automatic-In Mode (AI)

AUX Work Mode

Best Service Routing (BSR)

In this call answering mode, an agent who releases an ACD call receives another ACD call immediately, or if timed ACW is in use, aft er the ti med ACW period expires, if there is a call queued.

A work mode in which agents are engaged in nonACD 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 mo de are tracked as AUXOUT or AUXIN calls.

A method of automatic call distribution between switches based on Expected Wait Time (EWT). BSR can be used either as a single-site or as a multi-site feature.

Introduction

Terminology 1-9

CentreVu®

CMS R3V8 Database Items and Calculations

Call Segment

Connected Call

Default Skill (Generic 2.2 EAS and later)

Direct Agent ACD Call (Generic 3)

Call records are made up of call segments, each of which represents a r elated call. A new call segment is started whenever a call is made or received, including whenever a call is made in or der to transf er or conference another call. Call segments that are related share the same call ID. Unrelated call segments have different call IDs.

A non-ACD call that rang and did not abandon at an extension (not a split/skill or direct a gent call). For Generic 3 switches, only calls that routed to an extension are tracked as connected calls.

Every skill that ends with a “0” is called a “default skill,” since every agent in the skill group is logged into this skill by default. The default skill is the first skill for each skill group.

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.

Introduction

Terminology 1-10

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CMS R3V8 Database Items and Calculations

Hold

Manual-In Mode (MI)

Multibyte Character Set

Nonprimary Split/Skill (G3 Vectoring)

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.

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for the switch releases that notif y

CMS tracks calls on hold only

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CMS when calls are placed on hold. Generic 3 switches notify

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CMS for all calls.

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.

A mixed-width character set in which some characters consist of more than one byte. The Japanese kanji charact er set is an example of such a character set.

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 and

tertiary splits/skills, respectively.

secondary

Nonzero (0) Skill (Generic

Any skill that does not end in “0” is called a “

skill

nonzero”

2.2 EAS and later )

Primary Split/Skill (G3 Vectoring)

The first split/skill the call queues to in a VDN is

called the “primar y” split/skill. I f the call leaves vector processing and queues to another split/skill (for example, routes to a split/s kill 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 ther e 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 (b ecause it could be delivered immediately to an agent),

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CMS is still notified that the call queue d to the split/skill.

Introduction

Terminology 1-11

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CMS R3V8 Database Items and Calculations

Secondary Split/Skill (G3

The second split/skill the call queues to in a VDN is called the secondary split/skill.

Vectoring) Skill Group

(Generic 2.2 EAS and later)

A group of ten skills. Each consecutive ten skil ls ending with digits 0 through 9 constitute a skill tens 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 deter mine 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 skil ls if the swit ch is not a

DEFINITY

ECS R6.

Split/Skill ACD Call

A call that queued to a split/skill and was answered 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 tert ia r y s plit/skill.

(G3 Vectoring)

Introduction

Terminology 1-12

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CMS R3V8 Database Items and Calculations

Top Skill

Uniform Call Distribution (UCD)

The agent’s top skill is t he age nt’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 fo r agents using t he greatest need call handling preference or for agents who are not Generic 3 (with EAS) agents. For nonEAS agents, the top “skill” is the spl it the agent has been logged into the longest.

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)

Zero (0) Skill (Generic 2.2 EAS and later)

The UCID is a number that uniquely identifies a call in a network of nodes suppor ting UCID. This number is a part of the records in the CMS Call History feature.

Default Skill

See

Introduction

Database Table Names 1-13

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CMS R3V8 Database Items and Calculations

Database Table Names 1

Introduction 1

Real-Time Table Names

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 secti ons of this document.

The following table lists the real -time database t ables and the data stor ed in them:

Name Data Stored

csplit Split/Skill data for the current interval. psplit Spli t/Skill data for the previous inter val. cagent Agent data for the current interval. pagent Agent data for the previous inte rval. ctkgrp Trunk group dat a for the current interval. ptkgrp Trunk group data for the previous interval. ctrunk Trunk data for the current interval. ptrunk Trunk data for the previous interval. cvector Vector data for the current inter val. pvector Vect or data for the previous interval. cvdn VDN data for the current interval. pvdn VDN data for the previous interval. ccwc Call Work Code (CWC) data for the current interval. pcwc CWC data for the previous interval.

Introduction

Database Table Names 1-14

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CMS R3V8 Database Items and Calculations

Historical Database Tables

The following table lists historical database tables and the data stored in them:

Name Data Stored

hsplit Split/Skill data for each intrahour interval. dsplit Split/Skill data summar ized by day. wsplit Split/Skill data summarized by week. msplit Split/Skill data summarized by month. hagent Agent data for each intrahour interval. dagent Agent data summarized by day. wagent Agent data summarized by week. magent Agent data summarized by month. htkgrp Trunk group data for each intrahour interval. dtkgrp Trunk group data summarized by day. wtkgrp Trunk group data summarized by week. mtkgrp Trunk group data summarized by month. htrunk Trunk data for intrahour interval. dtrunk Trunk data summarized by day. wtrunk Trunk data summarized by week. mtrunk Trun k data summarized by month. hvector Vector data for each intrahour interval. dvector Vector data summ a rized by day. wvector Vector data summarized by week. mvector Vector data summar ized by mont h. hvdn VDN data for each intrahour interval. dvdn VDN data summarized by day. wvdn VDN data summarized by week. mvdn VDN data summarized by month.

Introduction

Database Table Names 1-15

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CMS R3V8 Database Items and Calculations

Name Data Stored

hcwc CWC data for each intrahour interval. dcwc CWC data summarized by day. wcwc CWC data summarized by week. mcwc CWC data summarized by month. call_rec Call record data. agex Agent exceptions. spex Split exceptions. tgex Trunk group exceptions. vecex Vector excepti ons. vdnex VDN exceptions. linkex Link down exceptions. mctex Malicious call trace exceptions. f_cday Forecast current day c onfiguration data by split/skill. f_cdayrep Current day forecast data by split/skill. haglog Agent login and logout information. ag_actv Agent activity trace data.

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-16

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CMS R3V8 Database Items and Calculations

Interactions with Switch Features and Tracking of Switch Capabilities 1

Introduction 1

Adjunct-Placed and AdjunctRouted Calls

Call Handling Preference

The following features and switch capabilities have an impact on

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For Generic 3 switches with the ASAI feature, 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 it ems such as ACDCALLS,

ACDTIME, and ACWTIME. Inbound split/skill calls can be calculated as ACDCALLS-O_ACDCALLS.

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 recei ve a call in a situation where there are multiple agents available in a given skill. The possible call handling preferences are:

●

CMS database items.

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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 ski ll.

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.

CMS tracks

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-17

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CMS R3V8 Database Items and Calculations

Forced Disconnect

Look-Ahead Interflow Calls

Personal Call Tracking

Tracking of AUXIN and AUXOUT Time

For G3V2 and later swit ches, a c all is counted as a f orced d isconnect c all whenever the forced disconnect vector step is executed. The ca ll 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.

For Generic 3 switches, interflow calls attempted and completed using database items that start

with LOOK. Look-ahead interflow calls are a subset of interflow calls.

For the Generic 3 switches, and conferences for personal calls (non-ACD or extensi on calls) for the

G3 switches.

With this feature, 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.

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CMS is allowed to separately track AUXIN

CMS separately tracks look-ahead

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CMS tracks hold time, transfers

T racking for “Route To” Calls

Also for Generic 3 sw itches, in the VDN t ables, connect calls, abandoned

calls and their times will be tracked for calls th at “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.

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-18

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CMS R3V8 Database Items and Calculations

Data Tracking Capabilities

Personal Call Tracking offers the following data tracking cap abilities:

●

Data is available for calls on hold, time for calls on hold, and calls abandoned from hold. Without personal call trac king, time for calls on hold was counted as talk time.

●

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CMS split and agent dat a ref lect call s made while a nother

call is on hold.

●

When an agent places a call on hold, the agent returns to his or her previous state befor e the call unless t he previous st ate 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), rec onnects t o 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.

Hold Tracking for Supervisor Assist Example

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 vali d 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 the new database items.

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CMS tracks hold calls with

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-19

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CMS R3V8 Database Items and Calculations

Agent answers ACD call

G3 (R3V2 and

CentreVu DEFINITY

CMS

ECS I_ACDTIME I_AUXTIME,

Agent holds call, dials supervisor

Agent talks to supervisor

Agent reconnects to held ACD call

Call ends

I_ACDTIME I_OTHERTIME I_AUXOUTTIME I_ACDTIME

I_ACDAUX_OUTTIME

I_AUXOUTTIME, I_ACDAUX_OUTTIME

I_ACDTIME

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-20

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CMS R3V8 Database Items and Calculations

Abandoned Calls 1

Phantom-Abandon Calls

Phantom-Abandon Call Timer

In general, any call that hangs up before an agent or station answers is an abandoned call. On Generic 3 swi tches, any VDN call s (whether ACD calls or not) that route to extensi ons and are then abandoned are counted as abandoned calls for t he VDN. (See Phantom- Abandon Calls.)

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 abando ned calls.

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CMS supports a phantom-abandon cal l ti mer th at can be adminis ter ed to count calls with talk times less than 10 seconds as a phantomabandoned call.

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:

●

For splits: from the time the cal l 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.

PHANTOMABNS Database Item

Phantom-Abandon Call Timer Not Enabled

Phantom-Abandon Exceptions

When a call leaves a vect or via a “ route to split ” command, the call is not pegged as an outflow, and can be pegged as a phantomabandon call if the call duration is shorter t han 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.

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.

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.

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-21

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CMS R3V8 Database Items and Calculations

Transferred and Conferenced Calls

Audio Difficulty 1

With Personal Call Tracking, conferenced calls as follows:

●

Transferred and conferenced calls are tracked as held calls while

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CMS tracks transferred and

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 tal king, places the ACD cal l on hold to tr ansfer th e 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.

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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.

Direct Agent Calling (G3)

Direct Agent Data in Reports

Switch-Specific Capabilities

Direct agent calls are tracked separately from other ACD calls in the

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calls but are calls to a specific agent, most of the direct agent data are

CMS database tables. Sinc e direct agent calls are not spli t/skill

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.

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, t hey are doi ng work but not for the spl it/s kill . Only th e OTHER value appears on standard real-time reports. The number of direct agent calls queued and ringing appears on the Queue/Agent Summary report.

For Generic 3 switches, a direct agent call ca n be initi ated by an adjun ct. For Generic 3 V ersion 2 and later Gener ic 3 switch rele ases with the EAS

feature, a direct agent call can be initiated by dial ing 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 an y split/s kill ACD calls queue.

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-22

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CMS R3V8 Database Items and Calculations

Expanded Agent Capabilities

DEFINITY

(

ECS

R5 and Later)

The expanded agent cap abilities f eature allows EAS agent s 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 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 f or any lower level skills; or based on great est need, meaning that the agent will serve the highest-priority, oldest call waiting for any of their skills.

The expanded agent capabilit ies 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 aff ect 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 ski ll 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.

or s used in earlier G3 EAS releases.) Agents

Multiple Call Handling (G3V3)

The expanded agent capabilities on the switch include an increased number of measured split s/skil ls t o 600 and an incre ase i n the number of measured agent/split or agent/skill pairs to 10,000 f or 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.

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This means that hold time is counted for each c all. For exampl e, 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.

CMS tracks the hold state as a call state, not an agent state.

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-23

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CMS R3V8 Database Items and Calculations

Forced Multiple Call Handling (G3V4)

Hold Tracking (G3)

Ringing (G3) 1

The Forced Multiple Call Handling feature in Generic 3 Version 4

switches allow an ACD call to ring at an agent’s voice ter minal even if that agent is already talking on an ACD call. In this c ase, the agent continues

to accrue talk time until the agent put s the current call on hold or relea ses it.

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Generic 3 switches. This means that

agent puts a call on hold. For Generic 3 switches, all calls put on hold.

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and direct agent calls ringing at their voi ce 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 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.

CMS tracks and reports hold state for calls put on hold for

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CMS displays the number of agents with split/skill ACD calls

CMS is notified when an

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CMS tracks

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CMS

Tr ansfer Tracking

Conference Tracking (G3)

Call Pickup 1

For Generic 3 switches, by measured agents. The agent and split/skill reports display these

transfers. T ransfers into a split/skill , agent, or VDN are not tracked explicitly (for example, the p arty initiating the transfer is cr edited with a transfer, not the party receiving the transfer).

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who transfer a call by conferencing and then dropping off are credited

with a conference and not a transfer.

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Call Pickup feature as AUXIN calls.

CMS tracks conferenced calls for Generic 3 switches. Agents

CMS tracks ACD calls that are answered by an agent usi ng the

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CMS tracks all transferred calls made

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-24

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CMS R3V8 Database Items and Calculations

Agents in Multiple Splits/Skills

Real-Time Reports 1

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same login ID for all splits/skills. This allows agent as a single person and to coordinate the data for that agent.

Agents in multiple split s/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 stat es 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 ta lk 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 multipl e split s/s kills, t he split/ski ll number( s) are shown on the report(s) for the st at es (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.”

CMS requires agents to log into multiple splits/skills using the

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CMS to track the

Splits Shown on Real-Time Reports

Real-Time Split/Skill Reports

For splits, as long as the agent i s not on a cal l or the age nt i s in AUX and is available in at least some split s, 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 i s ringing at the a gent'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 rela ted unless the agent is on a call (AUXIN or AUXOUT) in which case, the split/skill is sh own in the report. The agent is shown as being in AUX only if the agent is in AUX in all splits/skills.

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 di splays both

splits, the report shows the agent is AVA IL in split 1 and OTHER in split 2.

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-25

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CMS R3V8 Database Items and Calculations

Multiple-Split/ Skill Queuing (G3)

Multiple Split/Skill Queueing Example

On a Generic 3 switch, calls can be queued to as many as three splits/skills si multaneo usly. For the first split/skill to which a call is queued (primary split/skill),

vector processing or is answered by an agent in another split/skill), or

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CMS counts an answer, outflow (leaves

abandon. For the second or third split/skill to which a call is queued,

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CMS counts an answer and an inflow if the call is answered in that split/skill. If the cal l i s an swered in another split, the call outflows, or the caller abandons,

NOTE:

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CMS counts the call as dequeued.

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 spl it/skill 2 aft er 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 ti me . See the example for disposition of the call for all three splits if the call was abandoned, was answered, or routed to a VDN.

Call disposition after 30 seconds in queue

Call queues to split/skill 1

15 SECONDS 10 SECONDS 5 SECONDS

Call enters queue

Call enters queue for Split/Skill 2

for Split/Skill 2

Call enters queue for Split/Skill 3

Call Disposition Split/Skill 1 Split/Skill 2 Spli t/Skill 3

Abandoned from Queue

Split/Skill 2 Answered OUTFLOWCALLS

ABNCALLS ABNTIME = 30

OUTFLOWTIME = 30

DEQUEUECALLS DEQUETIME = 15

ACDCALLS ANSTIME = 15

DEQUEUECALLS DEQUETIME = 5

INFLOWCALLS

Route to VDN OUTFLOWCALLS

OUTFLOWTIME = 30

Abandoned from Ringing Split/Skill 2

OUTFLOWCALLS OUTFLOWTIME = 30

DEQUEUECALLS DEQUETIME = 15

ABNCALLS ABNTIME = 15

DEQUEUECALLS DEQUETIME = 5

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-26

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CMS R3V8 Database Items and Calculations

Best Service Routing

DEFINITY

(

ECS

R6)

Agent State T racking at Login

Best Service Routing (BSR) allo ws call s to be balanced at a singl e site or between multiple sites. BSR is enhanced multi-site routing that provides new call vectoring functions that buil d 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

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 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 strat egy. BSR data is tracked i n the v ecto r, VDN, and call history tables.

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they have logged in (or ri ght after the link to the swit ch has come up) unt il

notified by the switch. The time the agent spent in this st at e is track ed as I_OTHERTIME and TI_OTHERTIME and the agent's state is displayed as OTHER.

ECSs. The “best” split/skill is defined as the local split/skill or

DEFINITY

CMS does not know what state agents are in immediately after

ECS’s Expected Wait Time (EWT)

Generic 3 Switch Functionality

For Generic 3 switches, the time between logging in and moving to the AUX state depends on the time it t akes f or the agent logging in to rel ease

the call or go on-hook or for the switch to time the call out (about 5 to 10 seconds).

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-27

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CMS R3V8 Database Items and Calculations

Move Agent While Staffed (G3V4 and later)

Converse Vector Command (G3V2 and later)

The G3V4 switch release supports moving a st af fed agent bet ween split s or changing the skill assign ments 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, 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 it em will sho w the fi rst ski ll 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 f or 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 voi ce-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.

Tracking 1

Go To Vector 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.

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 count ed 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.

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-28

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CMS R3V8 Database Items and Calculations

Outbound Call Management (OCM)

Redirection on No Answer (G3V2 and later)

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 o wn database i tems which st art with O_ in

the agent, split/skill, trunk and trunk group tables. Inbound split/skil l cal ls can be calculated as ACDCALLS - O_ACDCALLS. See the “Adjunct-

Placed and Adjunct-Routed Calls” section for more information.

When a ringing call times out, the call can be requeued to the same split/skill or to a V ect or Directory Number (VDN) by the Redirection on No Answer (RONA) feature (available only on a

redirected to the same split/skill , an outflow and an inflow are count ed for the split/skill. Thus, t he redire cted call appear s as two of f ered call s to th e split/skill. The database item NOANSREDIR is also incremented. The unique calls off ered to the split/ skill can then be calculated by subtr acting the value of NOANSREDIR from CALLSOFFERED.

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/sk ill, each call that does this is counted as an outflow and inflow to that same split/skill. In this case, NOANSREDIR is not incremented.

DEFINITY

ECS). When

Skill State 1

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.

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-29

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CMS R3V8 Database Items and Calculations

Switch Average Speed of Answer (G3V4 and later)

Timed ACW 1

The G3V4 and later switches calculate a roilling average speed of answer (ASA) for splits/skill s 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 s ent to R3V4 and later CMS, and can be displayed on real-time reports.

The ASA for a split/skill includes the t ime 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 r unning, weighted av erage calcula tion. 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 track ed identically to manually entered ACW or ACW resulting from manaul-in calls.

Tr acking of Times/Duration

TIME Database Items

T runk No Answer Timeout (G3V2 and later)

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.

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 st arts hearing the forced busy).

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

abandoned call. (This timer is for switches in countries that lack disconnect supervision for trunks. The assumption is that the caller abandoned long ago.)

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CMS counts the call as an

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-30

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CMS R3V8 Database Items and Calculations

Vector Disconnect Timer (G3V2 and later)

VDN Active Calls1

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 i s connected to a destination. In the case of adjunct r outing, the timer is stopped when the call is routed successful ly. If the timer times out, the call is dropped by the

switch and the

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 act ive 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 alrea dy routed t o another VDN on this switch are also considered active cal ls for a VDN.

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 r egardle ss of whet her th is is the f irst VDN fo r the c all or not.)

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CMS records a forced disconnect for the call.

Wait Answer Supervision Timer (WAST)

This timer is st ar ted when a cal l begi ns ringi ng at an agent or station. It is stopped if the call is answered, connected or redirected. Once a redirected call begins ringing, the ti mer is restarted. In the case of

redirection on no answer, if the call cannot be redirected, the WAST is restarted. If the W AST t imes out, the call is dropped by the s witch and the

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CMS records an abandon (from ringing) for the call.

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-31

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CMS R3V8 Database Items and Calculations

Universal Call ID

DEFINITY

(

ECS

R6)

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Advocate (ECS R6 and later)

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,

Conversant

the data from various sources about a particular call. CMS will receive the UCID assigned to calls by a

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 dat a will be a vailable to both Custom Reports and the Report Designer. UCID data is stored in the call histor y and agent trace tables.

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later version s . items for CMS:

●

Skill State: Skills can now be in one of four states (unknown, normal, overload 1 or overload 2), ba sed on the Expected W ai t T ime

(EWT) threshold. Time spent in each state except “unknown” is tracked in the split/s kill t abl es. Th e st at e is unkno wn 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 agent s in various st ates are stored in the split/skill tables by agent type. Reserve agents are stored in R1 and flex agents are stored in F 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 sa me percen t age for bot h ACD and non-ACD time. Backup, Roving, or Reserve agents track none of their non-ACD time toward this skill.

) and multiple sites. The UCID may then be used to group all

Advocate is available on the

xxx

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and R2

Advocate has introduced database tracking

xxx

database items. Top agents are stored in T

DEFINITY

xxx

database items. Flex agents can

DEFINITY

ECS, Release 6 and

and

Intuity

ECS R6 with

xxx

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-32

●

Agent Role: ROLE is a new database item that has been added to

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CMS R3V8 Database Items and Calculations

the agent tables t o descr ibe how an agent p arti cip at es in a sk ill . The

agent’s role is based on both the agent’s Skill Level and Call Handling Preference. Agent s 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 neit her top or reserve have a role of Backup. Agent s who are Percent Allocated have a role of Allocated.

Location (ECS R8 and later)

Location ID for agents

Location ID for trunks

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 responsibi li ty for handling an 800 number by having some of its agents be part of a larger split/skill that includes agents from other locations.

An agent location ID is the ID of the agent terminal the agent is logged into. It is associ ated with the DEFI NTY port network I D to which the agen t

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 databa se item.

The

DEFINITY

Location ID is not direct ly assigned to an trun k, instead, it is assigned to a

port network (via the

network location ID (1-44) associated with a trunk. A

chcabinetx

form). Therefore, each trunk whose equipment location belongs to that port network will be associated with that port network’s locat ion ID. This is supported by the EQLOC dat abase item.

Database Items and Calculations

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CMS R3V8 Database Items and Calculations

2-1

2 Database Items and Calculations

Overview 2

Purpose 2

This chapter describes the database tables, the items in the database tables, and the stand ard Dictionary calculations that use the database items. This chapter also includes calculations added to specifically support Supervisor reports.

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Call Management System (CMS)

Database Items and Calculations

General information 2-2

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CMS R3V8 Database Items and Calculations

General information 2

Overview 2

Purpose 2 Organization 2

This section presents general information about database items. The following topics are covered:

●

“Database item types” on page 2-2

●

“Split/skill database it ems ” on page 2-3

●

“Agent database items” on page 2-3

●

“Trunk group dat abase items” on page 2-4

●

“Trunk dat abase items” on page 2-4

●

“Vector database items” on page 2-4

●

“VDN database items” on p age 2-5

●

“Call work codes database items” on page 2-5

●

“Agent login/logout database it ems ” 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

Overview 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.

Database Items and Calculations

General information 2-3

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CMS R3V8 Database Items and Calculations

Split/skill database items

Overview 2

Real Time Database Items 2

Historical Dat a bas e Items 2

Customizing Reports 2

The Split/Skill database item descripti ons apply to real -time and his torical items.

Real-Time spli t/skill database items apply to the Current Interval Split/Skill (csplit) and Previous Interval Split/Skill (psplit) tables. The realtime indexes are ACD and SPLIT.

Historical split/skill database items apply to the Intrahour Spl it /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.

Row data will be archived for t he I_OL1TIME and I_OL2TIME items if the row spent any time in the overlo ad 1 or overl oad 2 thr eshold s t ates. If t he 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

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summed across user-specified interva ls in order to see meaningful r eport results.

Report Designer or CMS Custom reports, data should be

Agent database items

Overview 2

Real Time Database Items 2

Historical Dat a bas e Items 2

The Agent database item descriptions appl y to real -time and historical items.

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.

Historical agent databa se 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.

Database Items and Calculations

General information 2-4

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CMS R3V8 Database Items and Calculations

Trunk group database items

Overview 2

Real Time Database Items 2

Historical Database Items 2

Trunk database items

Overview 2

The Trunk Group database item descriptions apply to real-time and historical items.

Real-Time tr unk group datab ase items apply to t he Current Inter val T runk Group (ctkgrp) and Previous Interval Trunk Group (ptkgrp) tables. The real-time indexes are ACD and TKGRP.

Historical trunk group data base it ems apply to the In trahour 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.

The Trunk database item descriptions apply to real-time and historical items.

Real Time Database Items 2

Historical Database Items 2

Vector database items

Overview 2

Real Time Database Items 2

Real-Time trunk database items apply to the Current Inter val Trunk (ctrunk) and Previous Interval Agent (ptrunk) tables. The real- time indexes are ACD, ITN, EQLOC, and TKGRP.

Historical trunk database items apply to the Intrahour T runk (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.

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.

Real-Time vector database items apply to the Current Interval Vector (cvector) and Previous Interval Ve ctor (pvector) tables. The real-time indexes are ACD and VECTOR.

Database Items and Calculations

General information 2-5

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CMS R3V8 Database Items and Calculations

Historical Dat a bas e Items 2

VDN database items

Overview 2

Real Time Database Items 2

Historical Dat a bas e Items 2

Historical vector database items apply to the Intrahour Vector (hvector), Daily Vector (dvector), Weekl y Vector (wvector), and Monthly Vector (mvector) tables, except as noted. The historical indexes are ROW_DATE and VECTOR.

The VDN Database Item descriptions apply to real-time and historical items. VDN database items are available only if the vectoring fe ature has been purchased and authorized for you to use.

Real-Time VDN database i tems apply to t he Current Int erv al VDN (cvdn) and Previous Interval VDN (pvdn) t ables. The r eal-time indexes ar e ACD, VDN, and VECTOR.

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.

Call work codes database items

Overview 2

Real time database items 2

Historical dat a bas e items 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 switche s .

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.

Historical call work codes database items apply to the Intrahour Call Work Codes (hcwc), Daily Call Work Codes (dcwc), Weekly Call Wo rk Codes (wcwc), and Monthly Call Work Codes (mcwc) t ables, except as noted. The indexes are ROW_DATE and CWC.

Database Items and Calculations

General information 2-6

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CMS R3V8 Database Items and Calculations

Agent login/logout database items

Overview 2

Agent trace database items

Overview 2

Optional database items 2

The Agent Login/Logout database item descriptions are historical items specific to the Agent Login/Logout (haglog) tab le. The indexes are SPLIT and ROW_DATE.

The Agent T race databas e item descript ions (Table F) are histor ical items specific to the Agent Trace (ag_actv) table. The indexes are LOGID and ROW_DATE.

The Optional database items collect data only when those items are selected in the Contents window and are not used in any standar d repor ts. To rec eive a report containing optional Agent Trace histor ical database items, a custom report must be created.

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CMS System Setup: Agent Trace Record

Current day configuration database items

Overview 2

The Current Day Configuration database item descriptions are historical items used specifically to collect val ues entered in the Forecast: Current Day window. They apply to the Current Day (f_cday) table. The indexes are ACD, ROW_DA TE and SPLIT.

Database Items and Calculations

General information 2-7

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CMS R3V8 Database Items and Calculations

Current day report database items

Overview 2

Forecast data 2

Call record database items

Overview 2

The Current Day Report database item descrip tions (Table F) are historical items used speci fically to coll ect values ent ered in the Forecast: Current Day window. They apply to the Current Day Report (f_cdayrep) table. The indexes are ACD, ROW_DATE and SPLIT.

Forecast data for a split/skill i s automatically generated when the Forecast Manager runs (if you have also completed a Current Day Configuration for the split/skill).

The Call Record database item descripti ons are historical items that apply specifically to the Call Record (call_rec) table. The indexes are ACD and ROW_DATE.

Exception historical database items

EXTYPE and REASON database items 2

Exception type storage 2

Selecting exception types for reports 2

In the following exceptions database items, the database item EXTYPE lists numerical values associat ed wit h exception types. The database item REASON lists numerical values associated with exception types.

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translates the numbers into the text you see in standard exception reports.

To select specific exception types for a cu stom report , you must enter the numerical value(s) in the Select rows where: statement.

CMS stores exception types using the numerical values, then

Database Items and Calculations

Database Items 2-8

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CMS R3V8 Database Items and Calculations

Database Items 2

Overview 2

Purpose 2

ABNCALLS 2

Database tables 2

This section describes dat a base items for all tables.

The ABNCALLS appears in the following 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 in crement s ABNCALLS (calls that are ringing an agent and then abandon peg as abandons for the split/skill they were ring ing).

less than the phantom-abandoned call timer va lue, if it is set

= ABNCALLS1 + ABNCALLS2 + ABNCALLS3 + ABNCALLS4 + ABNCALLS5 + ABNCALLS6 + ABNCALLS7 + ABNCALLS8 + ABNCALLS9 + ABNCALLS10 ABNCALLS includes ABNCALLS1-10, ABNRINGCALLS, O_ABNCALLS, PHANTOMABNS, SLVLABNS.

This is a cumulati ve it e m .

This also includes calls with talk times

. ABNCALLS

Agent tab le s

The number of split/skill ACD calls that were abandoned whi le 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 cal l t imer. For Generic 3 switches, ABNCALLS includes PHANTOMABNS. Available on Generic 3 switches.

This is a cumulati ve it e m .

Trunk group tables

Database Items and Calculations

Database Items 2-9

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CMS R3V8 Database Items and Calculations

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/ski ll 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 V ersion 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 l ess 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.

Database Items and Calculations

Database Items 2-10

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CMS R3V8 Database Items and Calculations

ABNCALLS1-10 2

Database tables 2

ABNQUECALLS 2

The ABNCALLS1-10 appears in the following 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 cumulati ve it e m .

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 cumulati ve it e m .

Database tables 2

The ABNQUECALLS item appears in the following 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 cumulati ve it e m .

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 cumulati ve it e m .

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 cumulati ve it e m .

Database Items and Calculations

Database Items 2-11

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CMS R3V8 Database Items and Calculations

ABNRINGCALLS2

Database tables 2

The ABNRINGCALLS item appears in the following database tables:

Split/skill tables

Number of split/skill or direct agent ABNCALLS that abandoned whil e ringing at an agent position. Avai lable 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. Avai lable 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.

ABNTIME 2

Database tables 2

This is a cumulative item.

The ABNTIME item appears in the following 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.

Database Items and Calculations

Database Items 2-12

Agent tab le s

The time split/skill ACD callers waited while ri nging the agent’s voice terminal before the call was abandoned. For Generic 3 swit ches, ABNTIME includes the time until the agent releases the call for phantomabandoned calls. Also available on Generic 3 switches.

This is a cumulati ve it e m .

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 cumulati ve it e m .

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 fr om entering the VDN until the agent r eleased the call.

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CMS R3V8 Database Items and Calculations

ABNVECCALLS 2

Database tables 2

This is a cumulati ve it e m .

The ABNVECCALLS item appears in the following 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 wh ile ringing at an agent position. Available on Generic 3 switches with vectoring. ABNVECCALLS includes ABNQUECALLS and ABNRINGCALLS.

This is a cumulati ve it e m .

Database Items and Calculations

Database Items 2-13

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CMS R3V8 Database Items and Calculations

ACCEPTABLE 2

Database tables 2

ACD (index) 2

Database tables 2

The ACCEPTABLE appears in the following 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.

The ACD (index) item appears in the following database tables:

Split/skill tables

The ACD number for which data was collected. This is an administrative item.

Agent tab les

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.

Database Items and Calculations

Database Items 2-14

Call work codes tables

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CMS R3V8 Database Items and Calculations

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 cumulati ve it e m .

Split/skill exception table

The ACD number for which data was collected. This is a cumulati ve it e m .

Trunk group exception table

The ACD number for which data was collected. This is a cumulati ve it e m .

VDN exception table

The ACD number for which data was collected. This is a cumulati ve it e m .

Vector exception table

The ACD number for which data was collected. This is a cumulati ve it e m .

Malicious call trace exception table

The ACD number for which data was collected. This is a cumulati ve it e m .

Data collection exception table

The ACD number for which data was collected. This is a cumulati ve it e m .

Database Items and Calculations

Database Items 2-15

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CMS R3V8 Database Items and Calculations

ACD_RELEASE 2

Database tables 2

ACDAUXOUT CALLS

Database tables 2

The ACD_RELEASE item appears in the following database tables:

Agent tab les

The number of split/skill ACD calls that the agent re leased 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.

The ACDAUXOUTCALLS item appears in the following 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 handli ng (Generic 3 V ersion 3 switch and later), the call is recorded for the ski ll of the last ACD cal l 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 tab les

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. A vailable on Generic 3 switches.

This is a cumulative item.

Database Items and Calculations

Database Items 2-16

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CMS R3V8 Database Items and Calculations

ACDCALLS 2

Database tables 2

The ACDCALLS item appears in the following 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 cumulati ve it e m .

Agent tab le s

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 cumulati ve it e m .

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 cumulati ve it e m .

Trunk tables

The number of INCALLS that were answered by an agent as a split/skill or direct agent ACD call.

This is a cumulati ve it e m .

Vector tables

The number of split/skill and direct agent ACD calls that were answered by an agent from "queue to main, "check backup", "messagi ng 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 cumulati ve it e m .

Database Items and Calculations

Database Items 2-17

VDN tables

The number of split/skill and direct agent ACD call s 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 ent ered while an agent was on a split/skill or direct agent ACD call or in call-related ACW.

This is a cumulative item.

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CMS R3V8 Database Items and Calculations

ACDCALLS1-10 2

Database tables 2

ACDONHOLD (real-time)

Database tables 2

The ACDCALLS1-10 item appears in the following database tabl es:

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.

The ACDONHOLD (real-time) item appears in the following database tables:

Agent tab les

The number of direct agent and split /skill ACD cal ls on hold for the agent . Available on Generic 3 switches.

This is a status item.

Database Items and Calculations

Database Items 2-18

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CMS R3V8 Database Items and Calculations

ACDTIME 2

Database tables 2

The ACDTIME item appears in the following database tables:

Split/skill tables

Talk time of all ACDCALLS. ACDTIME includes O_ACDTIME, but does not include HOLDTIME.

This is a cumulati ve it e m .

Agent tab le s

The talk time of all ACDCALLS. ACDTIME includes O_ACDTIME. It does not include HOLDTIME.

This is a cumulati ve it e m .

VDN tables

The talk time of all ACDCALLS, not including HOLDTIME. ACDTIME includes SKILLTIME1, SKILLTIME2, and SKILLTIME3.

This is a cumulati ve it e m .

Call work codes tables

Talk time of all ACDCALLS (not including HOLDTIME) associated with this call work code.

This is a cumulati ve it e m .

ACTIVECALLS (real-time)

Database tables 2

The ACTIVECALLS (real-time) item appears in the following database tables:

VDN tables

The switch-generated count of the number of active cal ls i n the VDN. This includes only incoming trunk cal ls 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 th e Generic 3 Vers ion 4 and later switch and on the ECS with the vectoring feature.

This is a status item.

Database Items and Calculations

Database Items 2-19

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CMS R3V8 Database Items and Calculations

ACWINCALLS 2

Database tables 2

ACWINTIME 2

Database tables 2

The ACWINCALLS item appears in the following database tabl es:

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 tab les

The number of inbound extension calls received by the agent whi le i n ACW. This includes ACW for split/skill and direct agent ACD calls and ACW not associated with a call.

This is a cumulative item.

The ACWINTIME item appears in the following 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 tab les

Talk time of all ACWINCALLS. ACWINTIME includes DA_ACWINCALLS, but does not include HOLDTIME.

This is a cumulative item.

Database Items and Calculations

Database Items 2-20

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CMS R3V8 Database Items and Calculations

ACWOUTADJCALLS

Database tables 2

ACWOUTCALLS 2

The ACWOUTADJCALLS item appears in the following database tables:

Split/skill tables

Number of ACWOUTCALLS that were placed by an adjunct on behalf of an agent (keyboard-dialed). If such ca lls 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 cumulati ve it e m .

Agent tab le s

The number of ACWOUTCALLS that were placed by an adjunct on behalf of an agent (keyboard-di aled). If such ca lls are placed to off-swi tch destinations, then they are also counted as ACWOUTOFFCALLS. Available on the Generic 3 switch with the ASAI feature.

This is a cumulati ve it e m .

Database tables 2

The ACWOUTCALLS item appears in the following 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 cumulati ve it e m .

Agent tab le s

The number of outbound extension calls made by the agent or on behalf of the agent while in ACW . Th is includes ACW for split/ skill ACD calls and ACW not associated with a call. ACWOUTCALLS includes ACWOUTADJCALLS, ACWOUTOFFCALLS, and DA_ACWOCALLS.

This is a cumulati ve it e m .

Database Items and Calculations

Database Items 2-21

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CMS R3V8 Database Items and Calculations

ACWOUTOFFCALLS

Database tables 2

The ACWOUTOFFCALLS item appears in the following database tables:

Split/skill tables

Number of ACWOUTCALLS that were made to a an off-switch destination-a destinatio n outside the switch . If such calls are place d 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 tab les

The number of ACWOUTCALLS that were made to an off-switch destination-a destination out si de t he swit ch. If t hese cal ls wer e pl aced 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.

ACWOUTOFFTIME

Database tables 2

The ACWOUTOFFTIME item appears in the following database tables:

Split/skill tables

Talk time of all ACWOUTOFFCALLS (does not include time on hold). ACWOUTOFFTIME includes ACWOUTTIME. Available for external call s with Generic 3 switches.

This is a cumulative item.

Agent tab les

The talk time of all ACWOUT OFFCALLS (does not i nclude time on hol d). ACWOUTTIME includes ACWOUTOFFTIME. Available for external call s on Generic 3 switches.

This is a cumulative item.

Database Items and Calculations

Database Items 2-22

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CMS R3V8 Database Items and Calculations

ACWOUTTIME 2

Database tables 2

The ACWOUTTIME item appears in the following 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 cal ls made while in ACW not associated with an ACD call and on ACWOUTADJCALLS and on ACWOUTOFFCALLS.

This is a cumulati ve it e m .

Agent tab le s

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 cumulati ve it e m .

ACWTIME 2

Database tables 2

The ACWTIME item appears in the following database tables:

Split/skill tables

Duration of all after call work associated wi th 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 cumulati ve it e m .

Database Items and Calculations

Database Items 2-23

Agent tab les

The duration of all after call work associated with ACDCALLS, including ACWINTIME and ACWOUTCALLS received/made during c all-associated ACW. Note: ACWTIME does not include t he ti me 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.

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CMS R3V8 Database Items and Calculations

ADJATTEMPTS 2

Database tables 2

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 thi s call by the answering agent in this segment.

The ADJATTEMPTS item appears in the following 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.

Database Items and Calculations

Database Items 2-24

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CMS R3V8 Database Items and Calculations

ADJROUTED 2

Database tables 2

ADJUNCTOUT (real-time)

Database tables 2

The ADJROUTED item appears in the following database tables:

Vector tables

The number of adjunct-routing calls that were r edirected by an adjunct processor or host computer. Available on the ECS and Generic 3 switches with vectoring and the ASAI feature.

This is a cumulati ve it e m .

VDN tables

The number of adjunct routing calls that were redire cted by an adjunct processor or host computer. Available on the ECS and Generic 3 switches with vectoring and the ASAI feature.

This is a cumulati ve it e m .

The ADJUNCTOUT (real-time) item appears in the following 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.

Database Items and Calculations

Database Items 2-25

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CMS R3V8 Database Items and Calculations

AGINRING (real-time)

Database tables 2

AGOCC 2

Database tables 2

The AGINRING (real-time) item appears in the following database tables:

Split/skill tables

Current number of POSITIONS at whi ch split/skil l or dire ct agent call s 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 r eceive a f orc ed MCH call (Gener ic 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.

The AGOCC item appears in the following database tables:

AGSTATE (real-time)

Database tables 2

Current day r eport tables

Objective maximum percentage of time that an agent will be on ACD calls (agent occupancy).

The AGSTATE (real-time) item appears in the following database tables:

Agent tab les

The agent’s current WORKMODE and call DIRECTION, for example, AUXOUT.

This is a status item.

Database Items and Calculations

Database Items 2-26

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CMS R3V8 Database Items and Calculations

AGT_RELEASED2

Database tables 2

AGDURATION (real-time)

Database tables 2

The AGT_RELEASED item appears in the following database tab les:

Agent trace tables

Agent released or dropped the split/skill or direct agent ACD call. This is always true for ACD calls t he agent tra nsferred or conferenced. Av ailable 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.

The AGTIME (real-time) item appears in the following database tables:

Agent tab le s

The elapsed time since the last agent WORKMODE and/or DIRECTION change for any split/skill. For exampl e, if the agent goes from AUX to AUXOUT to AUX, AGTIME resets for each DIRECTION change.

AGTIME (real-time)

Database tables 2

This is a status item.

The AGTIME (real-time) item appears in the following database tables:

Agent tab le s

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, AG TIME continues without resetting.

This is a status item.

Database Items and Calculations

Database Items 2-27

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CMS R3V8 Database Items and Calculations

ALLINUSE (real-time)

Database tables 2

ALLINUSETIME 2

Database tables 2

The ALLINUSE (real-time) item appears in the following database tables:

Trunk group tables

Current use status of all trunks i n the trunk group (on calls or maintenance busy). Values for ALLINUSE are YES and NO

This is a status item.

The ALLINUSETIME item appears in the following database tables:

Trunk group tables

The length of time during the int erval th at all trun ks i n the tr unk group are in use (on calls or maintenance busy).

This is a cumulative item.

ANI_SID 2

Database tables 2

The ANI_SID item appears in the following database tables:

Malicious call trace exception table

Billing number or phone number from which the malicious call origi nated (available only if the switch has ANI/SID service).

This is a cumulative item.

Database Items and Calculations

Database Items 2-28

CentreVu®

CMS R3V8 Database Items and Calculations

ANSCONNCALLS1-10

Database tables 2

ANSHOLDTIME 2

Database tables 2

The ANSCONNCALLS1-10 item appears in the following 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 cumulati ve it e m .

The ANSHOLDTIME item appears in the following database tables:

ANSLOCID 2

Database tables 2

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 t he call on hold, but not for the other agent (who continues to accrue ta lk time). For Generic 3 switches, and type of call.

The ANSLOCID item appears in the following database tables:

Call record tables

The location ID associated with the EXTENSION at which the answering agent logged in.

DEFINITY

ECS Release 5, hold time is accrued for any

Database Items and Calculations

Database Items 2-29

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CMS R3V8 Database Items and Calculations

ANSLOGIN 2

Database tables 2

ANSREASON 2

Database tables 2

ANSRINGTIME 2

The ANSLOGIN item appears in the following 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.

The ANSREASON item appears in the following 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.

Database tables 2

The ANSRINGTIME item appears in the following database t ables:

Agent tab les

The time split/skill and direct agent ACD cal ls spent rin ging at the agent’s voice terminal before being answered. Available for ring-tracking on Generic 3 switches.

This is a cumulative item.

Database Items and Calculations

Database Items 2-30

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CMS R3V8 Database Items and Calculations

ANSTIME 2

Database tables 2

The ANSTIME item appears in the following database tables:

Split/skill tables

Time spent by callers in queue or ringing before being answered by an agent.

This is a cumulati ve it e m .

Vector tables

The time that split /skill an d dir ect age nt ACD call s wai ted whi le e xecut ing steps in this vector, queuing, and ringing before being answered by an agent. ANSTIME includes RINGTIME.

This is a cumulati ve it e m .

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 cumulati ve it e m .

ASA (real-time) 2

Database tables 2

The ASA (real-time) item appears in the following database tables:

Split/skill tables

The switch-provided rolling average speed of answer for this split/skill. This value is sent to (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.

CentreVu

CMS whenever it changes on the switch

Database Items and Calculations

Database Items 2-31

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CMS R3V8 Database Items and Calculations

ASSIST (realtime)

Database tables 2

ASSIST_ACTV 2

Database tables 2

The ASSIST item appears in the following database tabl es:

Agent tab les

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.

The ASSIST_ACTV item appears in the following database tables:

ASSISTS 2

Database tables 2

Agent trace tables

Agent requested supervisor assistance (pressed the ASSIST button).

The ASSISTS item appears in the following 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 tab les

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.

Database Items and Calculations

Database Items 2-32

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CMS R3V8 Database Items and Calculations

ATAGENT (real-time)

Database tables 2

AUDIO 2

Database tables 2

The ATAGENT (real-time) item appears in the following 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.

The AUDIO item appears in the following 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 cumulati ve it e m .

Trunk tables

The number of calls for which audio difficulty problems were reported for this trunk. Available on Generic 3 switches.

AUXINCALLS 2

Database tables 2

This is a cumulati ve it e m .

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.

The AUXINCALLS item appears in the following database t ables:

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 cumulati ve it e m .

Database Items and Calculations

Database Items 2-33

Agent tab les

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.

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CMS R3V8 Database Items and Calculations

AUXINTIME 2

Database tables 2

AUXOUTADJCALLS

Database tables 2

The AUXINTIME item appears in the following 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 tab les

The talk time of all AUXINCALLS. This is a cumulative item.

The AUXOUTADJCALLS item appears in the following database tabl es:

Split/skill tables

The number of AUXOUTCALLS that were place d 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 t he ASAI feature.

This is a cumulative item.

Agent tab les

The number of AUXOUTCALLS that were place d 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 t he ASAI feature.

This is a cumulative item.

Database Items and Calculations

Database Items 2-34

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CMS R3V8 Database Items and Calculations

AUXOUTCALLS 2

Database tables 2

The AUXOUTCALLS item appears in the following 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 spli t/skill of the ACD call. AUXOUTCALLS includes ACDAUXOUTCALLS, AUXOUTADJCALLS, and AUXOUTOFFCALLS.

This is a cumulati ve it e m .

Agent tab le s

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 hol d. 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 cumulati ve it e m .

AUXOUTOFFCALLS

Database tables 2

The AUXOUTOFFCALLS item appears in the following 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 adjunc t on behalf of an agent, they are also counted as AUXOUTADJCALLS. Available for external calls with Generic 3 switches.

This is a cumulati ve it e m .

Agent tab le s

The number of AUXOUTCALLS that were made to a destination outside the switch. If such c alls were placed by an a djunct on behalf of the agent (keyboard-dialed), then they are also counted as AUXOUTADJCALLS. Available for externa l cal ls on Generic 3 switches.

This is a cumulati ve it e m .

Database Items and Calculations

Database Items 2-35

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CMS R3V8 Database Items and Calculations

AUXOUTOFFTIME

Database tables 2

AUXOUTTIME 2

Database tables 2

The AUXOUTOFFTIME item appears in the following 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 tab les

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.

The AUXOUTTIME item appears in the following 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 tab les

The talk time of all AUXOUTCALLS. AUXOUTTIME includes AUXOUTOFFTIME, AUXOUTOFFCALLS, and AUXADJCALLS.

This is a cumulative item.

Database Items and Calculations

Database Items 2-36

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CMS R3V8 Database Items and Calculations

AUXREASON (real-time)

Database tables 2

AV AILABLE (real-time)

The AUXREASON item appears in the following database tables:

Agent tab le s

The reason code associated with the agent’ s cur rent st ate. This is b lank if the agent is not in the AUX state. For agents in AUX on switch rel eases 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).

Database tables 2

AVGAGSERV 2

Database tables 2

The AVAILABLE (real-time) item appears in the following database tables:

Split/skill tables

Current Number of POSITIONS that are available in this spl it/skill. This is a status item.

The AVGAGSERV item appears in the following dat abase tables:

Current day report tables

Objective average number of seconds for an agent to service a call.

Database Items and Calculations

Database Items 2-37

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CMS R3V8 Database Items and Calculations

AVGSPEEDANS 2

Database tables 2

AWORKMODE (real-time)

Database tables 2

The AVGSPEEDANS item appears in the following database tables:

Current day r eport tables

Objective average speed of answer in seconds for this type of cal l.

The AWORKMODE item appears in the following database tables:

Agent tab les

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 AVAI L if the agent is available in SPLIT. Otherwise, AWORKMODE is set to OTHER.

This is a status item.

BACKUPCALLS 2

Database tables 2

The BACKUPCALLS item appears in the following 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 call s answered by agents with a reser ve1 or r eserv e2 skil l lev el a ssi gned for a particular skill. This includes calls delivered by messaging split/skill, check backup, route to split/skill, and redi rect 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 answer ed 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

This is a cumulative item.

DEFINITY

ECS.

Database Items and Calculations

Database Items 2-38

Trunk group tables

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CMS R3V8 Database Items and Calculations

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 wit h a reser ve1 or reserve 2 ski ll l evel as sig ned 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 routin g. Calls answered in a main split/skill can be calculated as ACDCALLS - BACKUPCALLS. Available on Generic 3 switches with vect oring. NOTE: The Redire ct on No Answer to VDN routing feature is available on the

DEFINITY

ECS.

This is a cumulati ve it e m .

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 wit h a reser ve1 or reserve 2 ski ll l evel as sig ned for a particular ski ll. Calls answered in a main split/sk ill (MAINCALLS) can then be calculated as ACDCALLS - BACKUPCALLS However, MAINCALLS does not include direct agent calls. BACKUPCALLS includes " messaging split/skill" call s, "chec k backup" calls , and call s t hat route t o a split /ski ll or direct agent, either by the "route to" vector command or by adjunct routing. Calls that are redir e cted 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 cumulati ve it e m .

Database Items and Calculations

Database Items 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 call s answered by agents with a reser ve1 or r eserv e2 skil l lev el a ssi gned for a particular skill. Call s answered in the main split/skill can then be calculated as ACDCALLS - BACKUPCALLS. However , thi s calculation does not include direct age nt calls. BACKUPCALLS i ncludes "messaging split/skill" calls, "che ck backu p" cal ls, an d call s that r out e to a spli t/ski ll 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 switches and the ECS with the vectoring feature.

CentreVu®

CMS R3V8 Database Items and Calculations

DEFINITY

ECS. Available on Generic 3

BH_ABNCALLS (daily only)

Database tables 2

This is a cumulative item.

The BH_ABNCALLS item appears in the following database tabl es:

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 bus y hour .

This is a busy hour item.

Database Items and Calculations

Database Items 2-40

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CMS R3V8 Database Items and Calculations

BH_ACDCALLS 2

Database tables 2

BH_ACDTIME 2

Database tables 2

The BH_ACDCALLS item appears in the following 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.

The BH_ACDTIME item appears in the following database tables:

VDN tables

The talk time of ACDCALLS that were completed during the busy hour. This is a busy hour item.

BH_ALLINUSETIME

Database tables 2

The BH_ALLINUSETIME item appears in the following 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.

Database Items and Calculations

Database Items 2-41

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CMS R3V8 Database Items and Calculations

BH_BUSYCALLS2

Database tables 2

BH_DISCCALLS 2

Database tables 2

The BH_BUSYCALLS item appears in the following database tables:

Trunk group tables

The number of incoming calls carried by the trunk group during t he 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.

The BH_DISCCALLS item appears in the following database tables:

Trunk group tables

The number of incoming calls carried by the trunk group during t he busy hour that were forced to disconnect by the switch.

BH_INCALLS 2

Database tables 2

This is a busy hour item.

VDN tables

The number of INCALLS that were disconnected by the switc h during the busy hour .

This is a busy hour item.

The BH_INCALLS item appears in the following database tabl es:

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.

Database Items and Calculations

Database Items 2-42

CentreVu®

CMS R3V8 Database Items and Calculations

BH_INTIME 2

Database tables 2

BH_OABNCALLS

Database tables 2

The BH_INTIME item appears in the following 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.

The BH_OABNCALLS item appears in the following 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_OACDCALLS

Database tables 2

The BH_OACDCALLS item appears in the following database tables:

Trunk group tables

The number of outgoing adjunct- originated ACD calls car ried 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.

Database Items and Calculations

Database Items 2-43

CentreVu®

CMS R3V8 Database Items and Calculations

BH_OOTHERCALLS

Database tables 2

BH_OTHERCALLS

Database tables 2

The BH_OOTHERCALLS item appears in the following database table s:

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 disconn ect, short outgoing call s, and outgoing calls with unknown disposition.

This is a busy hour item.

The BH_OTHERCALLS item appears in the following database tables:

Trunk group tables

The number of incoming calls carried by the trunk group during t he 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 outfl owed of f the swi tc h, shor t i nbound cal ls, and inbound calls of unknown disposition.

This is a busy hour item.

Database Items and Calculations

Database Items 2-44

CentreVu®

CMS R3V8 Database Items and Calculations

BH_OUTCALLS 2

Database tables 2

BH_OUTTIME 2

Database tables 2

The BH_OUTCALLS item appears in the following 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.

The BH_OUTTIME item appears in the following database tables:

Trunk group tables

The trunk holding time of all out going calls carried by the t runk group that completed during the busy hour.

This is a busy hour item.

BH_STARTTIME 2

Database tables 2

The BH_STARTTIME item appears in the following database tables:

Trunk group tables

The starting ti me of the hour for which b usy ho ur da ta was c ollect ed. 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 ti me of the hour for which b usy ho ur da ta was c ollect ed. The busy hour is that set of contiguous inter vals comprising a total of one hour in which the number of INCALLS to the VDN was a maximum.

This is a busy hour item.

Database Items and Calculations

Database Items 2-45

CentreVu®

CMS R3V8 Database Items and Calculations

BH_VDNCALLS 2

Database tables 2

BLOCKAGE 2

Database tables 2

The BH_VDNCALLS item appears in the following database tabl es:

VDN tables

The number of INCALLS to the VDN that completed during the busy hour . BH_VDNCALLS incl udes answer ed calls that c ompleted duri ng 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.

The BLOCKAGE item appears in the following 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

Database tables 2

The BSRPLAN item appears in the following database tabl es:

VDN tables

Information for the specified Best Servic e Routi ng (BSR) plan . Available on the R6 and later ECS.

This is an administrative item.

Database Items and Calculations

Database Items 2-46

CentreVu®

CMS R3V8 Database Items and Calculations

BUSYCALLS 2

Database tables 2

The BUSYCALLS item appears in the following 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 prim ary 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 cumulati ve it e m .

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 cover age set to "yes" where ther e 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 s plit queue is full or t here are no que ue slots, no busy coverage is administered and an announcement has played or t he trunk is not a CO trunk.

This is a cumulati ve it e m .

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 cumulati ve it e m .

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 se t to "yes" where t here are no agents available, the queue is full (or there is no queue), ther e 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 p at h administ ere d, an announcement has played, or the trunk is not a CO trunk.

This is a cumulative item.

CentreVu®

CMS R3V8 Database Items and Calculations

BUSYTIME 2

Database tables 2

CALLER_HOLD 2

Database tables 2

The BUSYTIME item appears in the following 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.

The CALLER_HOLD item appears in the following 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.

Database Items and Calculations

Database Items 2-48

CentreVu®

CMS R3V8 Database Items and Calculations

CALLID 2

Database tables 2

CALLING_II 2

Database tables 2

The CALLID item appears in the following database t ables:

Call record tables

A unique number assigned to this call and all its call segments. For conferenced/transfer red calls, two ( or more) cal ls are tied t ogether. When the entire call is recorded, one call ID is used to tie together all call segments. In "meet-me" conf erences, 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.

The CALLING_II item appears in the following 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) digit s ass ociated with the call. These digit s 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)

Database tables 2

The CALLING_LOGID item appears in the following database tables:

Trunk tables

The Login ID of the agent origi nating t he current call on th is tru nk. Th is is NULL when the trunk idles.

This is a status item.

Lucent Technologies CentreVu, 585-210-939 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Table of Contents

Preface

Introduction

General Information 1-1

1 Introduction

Introduction

How Database Items and Calculations Are Presented 1-2

Database Items 1

Sample Database Item Table

Database Tables 1

Items in Different Tables

Items in Definitions1

Index Database Items

Database Item Types

Call-Based Data 1

Interval-Based Data 1

Sample Switch Cross-Reference Table

Calculations 1

Sample Standard Dictionary Calculations Table

Terminology 1-6

Database Terminology

Introduction

Database Table Names 1-13

Real-Time Table Names

Historical Database Tables

Introduction

Interactions with Switch Features and Tracking of Switch Capabilities 1-16

Call Handling Preference

Forced Disconnect

Look-Ahead Interflow Calls

Personal Call Tracking

Tracking of AUXIN and AUXOUT Time

T racking for “Route To” Calls

Data Tracking Capabilities

Hold Tracking for Supervisor Assist Example

Abandoned Calls 1

Phantom-Abandon Calls

Phantom-Abandon Call Timer

PHANTOMABNS Database Item

Phantom-Abandon Call Timer Not Enabled

Phantom-Abandon Exceptions

Transferred and Conferenced Calls

Audio Difficulty 1

Direct Agent Calling (G3)

Direct Agent Data in Reports

Switch-Specific Capabilities

Multiple Call Handling (G3V3)

Forced Multiple Call Handling (G3V4)

Hold Tracking (G3)

Ringing (G3) 1

Tr ansfer Tracking

Conference Tracking (G3)

Call Pickup 1

Agents in Multiple Splits/Skills

Real-Time Reports 1

Splits Shown on Real-Time Reports

Real-Time Split/Skill Reports

Multiple-Split/ Skill Queuing (G3)

Multiple Split/Skill Queueing Example

Agent State T racking at Login

Generic 3 Switch Functionality

Move Agent While Staffed (G3V4 and later)

Converse Vector Command (G3V2 and later)

Tracking 1

Go To Vector 1

Outbound Call Management (OCM)

Redirection on No Answer (G3V2 and later)

Skill State 1

Switch Average Speed of Answer (G3V4 and later)

Timed ACW 1

Tr acking of Times/Duration

TIME Database Items

T runk No Answer Timeout (G3V2 and later)

Vector Disconnect Timer (G3V2 and later)

VDN Active Calls1

Wait Answer Supervision Timer (WAST)