Lucent Technologies CentreVu Call Management System Release 3 Version 8 External Call History Interface Manual

   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format5
SEGSTARTinteger 4 bytes
The UNIX* time and date when the call segment started. 
(
UNIX time and date is the number of seconds since 
midnight, 01/01/70.) Call segments start when CMS 
receives the first message for the call, since each call 
segment represents a call. (When an agent transfers or 
conferences a call, the agent makes another call to bring 
about the transfer/conference.)
SEGSTOPinteger 4 bytes
The UNIX time and...

   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format6
SPLIT2integer 2 bytes The second split/skill the call was also queued to in the 
first VDN with which it was associated in the call segment. 
Applies to Generic 2.2 with Expert Agent Selection (EAS), 
the ECS, and Generic 3 switches with vectoring only.
SPLIT3integer 2 bytes The third split/skill the call was also queued to in the first 
VDN with which it was associated in the call segment. 
Applies to Generic 2.2 with EAS,...

   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format7
CONFERENCEbit 1 bit This field indicates whether or not the answering agent 
initiated a conference on this segment. Valid values for 
CONFERENCE are 0=NO, 1=YES. 
Available on the ECS, Generic 2.2 and Generic 3 
switches.
DA_QUEUEDbit 1 bit This field indicates whether or not the call was queued as 
a direct agent call Valid values for DA_QUEUED are 
0=NO, 1=YES. Applies to the ECS and Generic 3 switches 
only.
HOLDABNbit 1...

   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format8
DISPOSITIONinteger 1 byte This field represents the call disposition and indicates 
whether the call in the segment was:
1=connected (CONN, non-ACD call to a measured agent)
2=answered (ANS, split/skill or direct agent call answered 
by an agent)
3=abandoned (ABAN)
4=interflowed (IFLOW)
5=forced busy (FBUSY)
6=forced disconnect (FDISC)
7=other (OTHER)
A connected call is a non-ACD call to a measured agent 
for which CMS...

   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format9
DISPOSITION 
(contd)integer 1 byte For the ECS, and Generic 3 Version 2 and later Generic 3 
switches, forced disconnect calls also include calls 
disconnected because of the vector disconnect timer or 
because they reached the end of vector processing 
without being queued. For Generic 3 Version 1 switches, 
forced disconnect calls are calls that were given a forced 
disconnect announcement and listening to the entire...

   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format10
ORIGREASONinteger 1 byte The reason code (0 through 9) associated with the 
originating agent’s mode, if the agent is in the AUX mode. 
For agents in AUX on switches with releases prior to the 
ECS or switches that do not have EAS and reason codes 
active, ORIGREASON is always 0.
DISPSKLEVELinteger 1 byte The skill level (1 through 16) associated with the skill for 
which the agent answered the call or, for calls that...

   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format11
DIALED_NUMchar 25 
bytesThe number the caller dialed (up to 24 digits). This will be 
the VDN for inbound vectoring calls, blank for inbound 
calls without vectoring, and dialed digits for outbound 
calls. 
CALLING_PTYchar 13 
bytesThe calling party identification, which is the Automatic 
Number Identification (ANI)/Station Identification (SID) (for 
Generic 2.2 or Generic 3 Version 4 switches or the ECS 
with Integrated...

   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format12
Sample Call 
Scenario and 
Corresponding 
Call Records
0
Scenario: An inbound vectored call is answered by an ACD agent and is 
then transferred to a VDN. Since the call is transferred, two call records 
are generated (one call record is generated for every 
call segment). The 
first call segment is shown below. The table in this section explains the 
call record for the first segment.
First Call Segment 
and Call Record
0
1....

   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format13
FieldCall Report
EntryCall Record Entry
File 
HeaderVERSION5
00000101 00000000 00000000 00000000
. SEQUENCE_NUM1
00000001 00000000 00000000 00000000
Record 
FieldsCALLID212
11010100 00000000 00000000 00000000
.ACWTIME00:42
00101010 00000000 00000000 00000000
. ANSHOLDTIME00:04
00000100 00000000 00000000 00000000
. CONSULTTIME00:00
00000000 00000000 00000000 00000000
. DISPTIME00:15
00001111 00000000 00000000 00000000
....

   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format14
.AUDION0
.
CONFERENCEN0
.
DA_QUEUEDN0
.
HOLDABNN0
.
MALICIOUSN0
.
OBSERVINGCALLN0
.
TRANSFERREDY1
.
AGT_RELEASEDY1
. ACD1
00000001
. DISPOSITIONAns
00000010
. DISPPRIORITY4 (MED)
00000100
.HELD1
00000001
. SEGMENT1
00000001
. ANSREASON0
00000000
. ORIGREASON0
00000000
. DISPSKLEVEL0
00000000
. EVENT1-9000000000 00000000 00000000 00000000 
00000000 00000000 00000000 00000000 
00000000
. UCID00063000890
885813486
00000000...