Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities 1-21
Transferred and
Conferenced Calls 1
With Personal Call Tracking,
CentreVu
CMS tracks transferred and
conferenced calls as follows:
●Transferred and conferenced calls are tracked as held calls while
the call(s) wait to be transferred or added to a conference.
●When an agent ends a conference call, the agent returns to the call
state prior to setting up the conference.
●If an agent is talking, places the ACD call on hold to transfer the call,
and then completes the transfer, the agent goes to the AVAIL state
(Auto-In) or to the ACW state (Manual-In) following the transfer.
●Transferred or conferenced unmeasured split, trunk group, or VDN
calls are now tracked. Prior to Personal Call Tracking, these calls
were not tracked.
Audio Difficulty 1
CentreVu
CMS records the trunk associated with audio difficulty for
personal calls if the trunk group is measured. Prior to Personal Call
Tracking, audio difficulty was restricted to ACD calls.
Direct Agent Calling (G3) 1
Direct agent calls are tracked separately from other ACD calls in the
CentreVu
CMS database tables. Since direct agent calls are not split/skill
calls but are calls to a specific agent, most of the direct agent data are
collected in the agent tables in items starting with DA_ or I_DA. Direct
agent calls are counted as ACD calls in trunk, trunk group, VDN and
vector tables.
Direct Agent Data
in Reports 1
Reports can be customized to include direct agent data. In the real-time
split/skill table, the number of agents on direct agent calls and the
number of agents in ACW associated with direct agent calls are
collected, but they are subsets of the number of agents in the OTHER
agent state; that is, they are doing work but not for the split/skill. Only the
OTHER value appears on standard real-time reports. The number of
direct agent calls queued and ringing appears on the Queue/Agent
Summary report.
Switch-Specific
Capabilities 1
For Generic 3 switches, a direct agent call can be initiated by an adjunct.
For Generic 3 Version 2 and later Generic 3 switch releases with the EAS
feature, a direct agent call can be initiated by dialing the agent’s login
number or through the “route to number” vector command. The call is
treated like an ACD call and is delivered to the agent before any split/skill
ACD calls queue.