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Lucent Technologies 585-210-939, Release 3 Version 8 2 Database Items and Calculations

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Database Items and Calculations

CentreVu®

CMS R3V8 Database Items and Calculations

2-1

2 Database Items and Calculations

Overview 2

Purpose 2This chapter describes the

CentreVu®

Call Management System (CMS)

database tables, the items in the database tables, and the standard

Dictionary calculations that use the database items. This chapter also

includes calculations added to specifically support Supervisor reports.

Contents

Main Page Page Page CentreVu Table of Contents Call Management System Release 3 Version 8 Database Items and Calculations Page Page Page Page Page Page Page Page Page Page Page Page Page Preface Purpose Audience How to use this document Conventions used Related documents 1 Introduction General Information Introduction How Database Items and Calculations Are Presented Introduction Database Items Sample Database Item Table Database Tables Index Database Items Database Item Type s Historical and Real- Time Data Call-Based Data Interval-Based Data Sample Switch Cross-Reference Tabl e Calculations Sample Standard Dictionary Calculations Table Ter mi nol og y Database Term in ol ogy Page Page Page Page Page CentreVu Default Skill Database Table Names Introduction Real-Time Table Names Historical Database Tables Page Interactions with Switch Features and Tracking of Switch Capabilities Introduction Adjunct-Placed and Adjunct- Routed Calls Call Handling Preference Forced Disconnect Look-Ahead Interflow Calls Personal Call Tracking Tracking of AUXIN and AUXOUT Time Tracking for Route To Calls Data Tracking Capabilities Hold Tracking for Supervisor Assist Example Page Page Transferred and Conferenced Calls Audio Difficulty Direct Agent Calling (G3) Direct Agent Data in Reports Switch-Specific Capabilities CentreVu Expanded Agent Capabilities s p ECS R5 and Later) Multiple Call Handling (G3V3) Forced Multiple Call Handling (G3V4) Hold Tracking (G3) Call Pickup Ringing (G3) Transfer Tracking Agents in Multiple Splits/Skills Real-Time Reports Splits Shown on Real-Time Reports Real-Time Split/Skill Reports Multiple-Split/ Skill Queuing (G3) Multiple Split/Skill Queueing Example Best Service Routing ECS R6) Agent State Tracking at Login Generic 3 Switch Functionality Move Agent While Staffed (G3V4 and later) Converse Vector Command (G3V2 and later) Tracking Go To Vector Outbound Call Management (OCM) Redirection on No Answer (G3V2 and later) Skill State Switch Average Speed of Answer (G3V4 and later) Timed ACW Tracking of Times/Duration TIME Database Items Trunk No Answer Timeout (G3V2 and later) Vector Disconnect Timer (G3V2 and later) VDN Active Calls Wait Answer Supervision Timer (WAST) CentreVu CentreVu xxx Universal Call ID ECS R6) Intuity Conversant Location (ECS R8 and later) chcabinetx Location ID for agents Location ID for trunks 2 Database Items and Calculations Purpose General information Purpose Organization Database item types Overview Split/skill Agent database Trunk group Trunk database Vector database VDN database Call work codes Page Current day report database Overview Forecast data Call record Overview Database Items Purpose ABNCALLS Database tables Page ABNCALLS1-10 Database tables ABNQUECALLS Database tables ABNRINGCALLS Database tables ABNTIME Database tables ABNVECCALLS Database tables ACCEPTABLE Database tables ACD (index) Database tables Page ACD_RELEASE Database tables ACDAUXOUT- Database tables ACDCALLS Database tables ACDCALLS1-10 Database tables ACDONHOLD Database tables ACDTIME Database tables ACTIVECALLS Database tables ACWINCALLS Database tables ACWINTIME Database tables ACWOUTADJ- Database tables ACWOUTCALLS Database tables ACWOUTOFF- Database tables ACWOUTOFF- Database tables ACWOUTTIME Database tables ACWTIME Database tables ADJATTEMPTS Database tables ADJROUTED Database tables ADJUNCTOUT Database tables AGINRING Database tables AGOCC Database tables AGSTATE AGT_RELEASED Database tables AGDURATION Database tables AGTIME ALLINUSE Database tables ALLINUSETIME Database tables ANI_SID ANSCONN- CALLS1-10 Database tables ANSHOLDTIME Database tables ANSLOCID ANSLOGIN Database tables ANSREASON Database tables ANSRINGTIME ANSTIME Database tables ASA (real-time) Database tables ASSIST (real- Database tables ASSIST_ACTV Database tables ASSISTS ATAGE NT Database tables AUDIO Database tables AUXINCALLS AUXINTIME Database tables AUXOUTADJ- Database tables AUXOUTCALLS Database tables AUXOUTOFF- Database tables AUXOUTOFF- Database tables AUXOUTTIME Database tables AUXREASON Database tables AVAILABLE Database tables AVGAGSERV AVGSPEEDANS Database tables AWORKMODE Database tables BACKUPCALLS Page BH_ABNCALLS (daily only) Database tables BH_ACDCALLS Database tables BH_ACDTIME Database tables BH_ALLINUSE- BH_BUSYCALLS Database tables BH_DISCCALLS Database tables BH_INCALLS BH_INTIME Database tables BH_OABN- Database tables BH_OACD- BH_OOTHER- Database tables BH_OTHER- Database tables BH_OUTCALLS Database tables BH_OUTTIME Database tables BH_STARTTIME BH_VDNCALLS Database tables BLOCKAGE Database tables BSRPLAN BUSYCALLS Database tables BUSYTIME Database tables CALLER_HOLD Database tables CALLID Database tables CALLING_II Database tables CALLING_LOGID CALLING_PTY Database tables CALLSOFFERED Database tables CHANGE CHANGED (real- Database tables CHPROF Database tables COMPLETED CONNECT- Database tables CONNECTTIME Database tables CONNTALKTIME Database tables CONSULTTIME Database tables CWC (index) DA_ABNCALLS Database tables DA_ABNTIME Database tables DA_ACDCALLS DA_ACDTIME Database tables DA_ACWIN- Database tables DA_ACWINTIME DA_ACWOADJ- Database tables DA_ACWO- Database tables DA_ACWOOFF- Database tables DA_ACWOOFF- Database tables DA_ACWOTIME Database tables DA_ACWTIME Database tables DA_ANSTIME Database tables DA_INACW DA_INQUEUE Database tables DA_INRING Database tables DA_OLDEST- CALL (real-time) Database tables DA_ONACD Database tables DA_OTHER- Database tables DA_OTHERTIME Database tables DA_QUEUED DA_RELEASE Database tables DA_SKILL Database tables DACALLS_FIRST DEFLECTCALLS Database tables DEQUECALLS Database tables DEQUETIME DESTINATION Database tables DIALED_NUM Database tables DIGITS_DIALED Database tables DIRECTION Database tables DISCCALLS Database tables DISCTIME Database tables DISPIVECTOR Database tables DISPOSITION Database tables DISPPRIORITY Database tables DISPSKLEVEL Database tables DISPSPLIT DISPTIME Database tables DISPVDN Database tables DURATION EQLOC Database tables EVENT1-9 Database tables EVENT_TIME Database tables EWTHIGH Database tables EWTLOW Database tables EWTMEDIUM Database tables EWTTOP Database tables EXT_CALL_ ORIG Database tables EXTENSION Database tables EXTN EXTYPE Database tables Page Page FAGINRING Database tables FAVAILA BLE Database tables FAILURES Database tables FCALLS FINACW Database tables FINAUX Database tables FIRSTVDN FMETHOD Database tables FONACD Database tables FOTHER GNAGINRING Database tables GNAVAILABLE Database tables GNINACW GNINAUX Database tables GNINAUX0 Database tables GNINAUX1-9 GNONACD Database tables GNONACDAUX- OUT Database tables GNONACDOUT GNONACWIN Database tables GNONACWOUT Database tables GNONAUXIN GNONAUXOUT Database tables GNDA_INACW Database tables GNDA_ONACD GNOTHER Database tables GNSKILL Database tables GNSTAFFED Database tables GOTOCALLS Database tables GOTOTIME HELD Database tables HIGHCALLS Database tables HOLDABN HOLDABN- Database tables HOLDACD- Database tables HOLDACDTIME Database tables HOLDCALLS Database tables HOLDTIME Database tables I_ACDAUXIN- Database tables I_ACDAUX_ OUTTIME Database tables I_ACDOTHER- Database tables I_ACDTIME Database tables I_ACWINTIME Database tables I_ACWOUTTIME Database tables I_ACWTIME Database tables I_ARRIVED Database tables I_AUXINTIME Database tables I_AUXOUTTIME Database tables I_AUXTIME Database tables I_AUXTIME0 Database tables I_AUXTIME1-9 Database tables I_AV AILTIME I_DA_ACDTIME Database tables I_DA_ACWTIME Database tables I_INOCC Database tables I_NORMTIME Database tables I_OL1TIME I_OL2TIME Database tables I_OTHERTIME Database tables I_OUTOCC Database tables I_RINGTIME Database tables I_STAFFTIME Database tables I_TAUXTIME Database tables I_TA VAIL TIME Database tables I_TOTHERTIME ILN Database tables INACW (real- Database tables INAUX (real- INAUX0 Database tables INAUX1-9 Database tables INBOUND INCALLS Database tables INCOMPLETE Database tables Page INFLAG Database tables INFLOWCALLS Database tables INPROGRESS Database tables INQUEUE Database tables INRING (real- Database tables INTERFLOW- Database tables INTIME Database tables INTRVL Database tables INVECTOR Database tables ITN (index) Database tables KEYBD_DIALED Database tables LASTCWC LASTOBSERVER Database tables LEVEL Database tables LOC_ID LOGID Database tables LOGIN Database tables LOGONSKILL Database tables LOGONSKILL2- 20 Database tables LOGONSTART Database tables LOGOUT LOGOUT_DATE Database tables LOGOUTREA- SON Database tables LOOKATTEMPTS LOOKFLOW- Database tables LOWCALLS Database tables MALICIOUS Database tables MAXINQUEUE Database tables MAXOCWTIME MAXSTAFFED Database tables MAXTOP Database tables MAX_TOT_ PERCENTS MAXWAITING Database tables MBUSY (real- Database tables MBUSYTIME MCT Database tables MEDCALLS Database tables MOVEPENDING NETDISCCALLS Database tables NETINCALLS Database tables NETINTIME NETPOLLS Database tables NOANSREDIR Database tables NUMAGREQ Database tables NUMINUSE Database tables NUMTGS Database tables NUMVDNS Database tables O_ABNCALLS O_ACDCALLS Database tables O_ACDTIME Database tables O_ACWTIME Database tables O_OTHER- Database tables OBSERVING- CALL Database tables OBSLOCID Database tables OLDESTCALL OLDEST_LOG- ON (real-time) Database tables ONACD (real- Database tables ONACDAUXOUT ONACDOUT Database tables ONACWIN Database tables ONACWOUT ONAUXIN Database tables ONAUXOUT Database tables ONHOLD ORIGHOLDTIME Database tables ORIGIN (real- Database tables ORIGLOCID ORIGLOGIN Database tables ORIGREASON Database tables OTHER (real- OTHERCALLS Database tables OTHERTIME Database tables OUTBOUND Database tables OUTCALLS Database tables OUTFLAG OUTFLOW- Database tables OUTFLOWTIME Database tables OUTTIME Database tables PENDINGSPLIT Database tables PERCENT Database tables PERIOD 1-9 Database tables PERIODCHG PHANTOMABNS Database tables POSITION (index) Database tables POSITIONS Database tables PREFERENCE PRIORITY Database tables PRIORITY2-3 Database tables QUECOUNT Database tables QUETYPE Database tables QUETYPE2-3 R1AGINRING Database tables R1AVAILABLE Database tables R1INACW R1INAUX Database tables R1ONACD Database tables R1OTHER R1STAFFED Database tables R2AGINRING Database tables R2AVAILABLE R2INACW Database tables R2INAUX Database tables R2ONACD R2OTHER Database tables R2STAFFED Database tables RAGOCC REASON Database tables REASON_CODE Database tables RECONNECT RETURNCALLS Database tables RINGCALLS Database tables RINGTIME Database tables ROLE Database tables ROW_DATE (index) Database tables Page ROW_TIME Database tables RSERVLEVELP Database tables SEGMENT Database tables SEGSTART Database tables SEGSTOP SERVICELEVEL Database tables SERVLEVELP Database tables SERVLEVELT SETUPTIME Database tables SHORTCALLS Database tables SKILL1-3 Database tables SKILLACWTIME- 1-3 Database tables SKILLCALLS1-3 SKILLTYPE Database tables SKILLTYPE2-4 Database tables SKLEVEL Database tables SKLEVEL2-20 Database tables SKPERCENT Database tables SKPERCENT2-20 Database tables SKSTATE SLVLABNS Database tables SLVLOUT- FLOWS Database tables SPLIT Page SPLIT1 Database tables SPLIT2-3 Database tables STAFFED STARTED Database tables STARTTIME Database tables SVCLEVELCHG Database tables TAGINRING Database tables TALKTIME Database tables TAVAILABLE TDA_INACW Database tables TDA_ONACD Database tables THRESHOLD TI_AUXTIME Database tables TI_AUXTIME0 Database tables TI_AUXTIME1-9 Database tables TI_AV AILTIME Database tables TI_OTHERTIME Database tables TI_STAFFTIME Database tables TINACW Database tables TINAUX Database tables TINAUX0 Database tables TINAUX1-9 Database tables TKGRP TKSTATE (real- Database tables TONACD Database tables TONACDAUX- OUT Database tables TONACDOUT TONACWIN Database tables TONACWOUT Database tables TONAUXIN TONAUXOUT Database tables TOPCALLS Database tables TOPSKILL TOT_PERCENTS Database tables TOTHER Database tables TRANSFERRED Database tables TRENDBASE Database tables TRUNKS Database tables TSTAFFED TYPE (real-time) Database tables UCID Database tables USE_SVC_OBJ VDISCCALLS Database tables VDN Database tables VECTOR Database tables WMODE_SEQ Database tables WORKCODE Database tables WORKMODE Database tables WORKSKILL Database tables WORKSKLEVEL Database tables WORKSPLIT Database tables WORKSPLIT2-3 Database tables WT1 ... 4 Database tables Switch cross-reference Purpose Switch cross- reference information Split/Skill database Page Page Page Page Page Page Agent database items Page Page Page Page Page Trunk group database Page Trunk database items Page Vector Database items Page VDN Database items Page Page Call work codes Agent login/logout Agent trace database Page Current day configuration database Current day report Call record database Page Page Search values and calculations Purpose Organization Agent state and row search values cross- reference Agent state and row search table of values Page Page Call disposition and row search values cross- reference Call disposition and row search table of values Calculations Purpose Standard Dictionary Calculations Standard Dictionary Calculations Table Page Page Page Page Page Page Page Page Page Page Reports-specific Calculations Overview Calculations table Page Index Symbols A B C D E F G H I K L M N O P Q R S T U V W Page How Are We Doing? 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