Lucent Technologies CentreVu, 585-210-939 User Manual

CentreVu



Call Management System

Release 3 Version 8 Database Items and Calculations

585-210-939 Comcode 108502345 Issue 1 December 1999

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

v

CentreVu®

Call Management System

Release 3 Versi o n 8

Database Items and Calculations

Preface

CentreVu®

CMS R3V8 Database Items and Calculations

P-1

Preface

Purpose 0

Audience 0

This book describes the

CentreVu

® Call Management System (CMS)

database items and calculations used for standard and custom reports. It also includes descriptions of switch feature interactions and reports-specific calculations.

The book includes:

●

Terminology

●

Database table names

●

Interactions with switch features and tracking of switch capabilities

●

Database table descriptions

●

Database item descriptions

●

Calculations

●

Reports-specific calculations

●

Row search values.

This document is written for

CentreVu

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



Call Management System (CMS)

CentreVu

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

CentreVu

CMS database tables, the items in

Introduction

How Database Items and Calculations Are Presented 1-2

CentreVu®

CMS R3V8 Database Items and Calculations

How Database Items and Calculations Are Presented 1

Introduction 1

This section outlines how the

CentreVu

CMS database items and

calculations are presented lat er in the document.

Database Items 1

This document defines database items used in

CentreVu

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

1

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

CentreVu®

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

1

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

1

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.

1

Most real-time database items contain cumulative data.

CentreVu

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.

1

Status items apply only to real-time database items. Special Table data items apply only to historical database items.

CentreVu

CMS.

Introduction

How Database Items and Calculations Are Presented 1-4

CentreVu®

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.

CentreVu

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.

CentreVu

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

1

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

CentreVu®

CMS R3V8 Database Items and Calculations

Calculations 1

Sample Standard Dictionary Calculations Table

Calculation Name Calculation Description

CALCULATION NAME (as it appears in the

CentreVu

CMS Dictionary)

CentreVu

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:

1

CMS uses calculations of database items in many reports. All

CentreVu

Mathematical definition of the calculation.

CMS Dictionary calculations are listed al phabetically

Short description of the calculation.

Introduction

Terminology 1-6

CentreVu®

CMS R3V8 Database Items and Calculations

Terminology 1

Database Terminology

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

1

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

CentreVu®

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.

CentreVu

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.

CentreVu

CMS will track this ACW time in the I_ACWTIME item, but not in the ACWTIME item. For Generic 3 switches without the EAS feature, the ACW time not associated with an ACD call will be tracked for the split whose ACW feature button the agent pressed. For Generic 3 with Expert Agent Selection (EAS), the ACW time not associated with an ACD call will be tracked for the first skill administered for and successfully logged into by the agent. In Generic 3 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

CentreVu

CMS.

agent

Introduction

Terminology 1-8

CentreVu®

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

CentreVu®

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.

CentreVu

for the switch releases that notif y

CMS tracks calls on hold only

CentreVu

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

CentreVu

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),

CentreVu

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

Lucent Technologies CentreVu, 585-210-939 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