Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
General Information1-1
1 Introduction
General Information1
Introduction1This document describes the CentreVu CMS database tables, the items in 
the database tables, and the standard Dictionary calculations that use the 
database items. This chapter is organized as follows:
lHow Database Items and Calculations Are Presented
lTerminology
lDatabase Table Names
lInteractions with Switch Features and Tracking of Switch Capabilities 

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
How Database Items and Calculations Are Presented1-2
How Database Items and Calculations Are Presented1
Introduction1This section outlines how the CentreVu CMS database items and 
calculations are presented later in the document.
Database Items1This document defines database items used in CentreVu Supervisor 
reports. 
Sample Database 
Item Table
1
The database items are presented in a table format, according to ACD 
element (split/skill,...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
How Database Items and Calculations Are Presented1-3
Items in Different 
Ta b l e s
1
Many database items are included in more than one database table. 
When an item is in more than one table, the definition may or may not be 
the same from table to table.
Items in Definitions1Database items that are used in the description of another database item 
are in boldface type.
Index Database 
Items
1
The index database items in each table are...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
How Database Items and Calculations Are Presented1-4
Call-Based Data1In addition to the types of data described above, items in the CentreVu 
CMS database can be either call-based or interval-based. Most 
CentreVu 
CMS database items are call-based. Call-based data is committed to the 
database after a call completes. Therefore, if a call starts and ends in 
different collection intervals, all of the data is recorded in the interval in...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
How Database Items and Calculations Are Presented1-5
Calculations1CentreVu CMS uses calculations of database items in many reports. All 
standard 
CentreVu CMS Dictionary calculations are listed alphabetically 
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. 
Sample...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Terminology1-6
Te r m i n o l o g y1
Database 
Te r m i n o l o g y
1
The following terms are often used in the database item descriptions.
Abandoned 
CallA 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 Timer (WAST), the Phantom-Abandon 
Calls, and the Trunk No Answer Timeout...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Terminology1-7
After Call 
Work (ACW)Work done when the agent is not on a call. There are 
two types of after call work (ACW): call-related ACW 
and ACW not associated with a call. 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 call-
related after call work in the...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Terminology1-8
Agent position 
(no EAS)The combination of the agent login ID and the split 
the agent logged into. Agents logged into multiple 
splits have multiple positions associated with them. 
Call data are collected for each agent/split 
combination separately, so that it is possible to 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...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Terminology1-9
Call Segment
Call records are made up of call segments, each of 
which represents a related call. A new call segment is 
started whenever a call is made or received, 
including whenever a call is made in order to transfer 
or conference another call. Call segments that are 
related share the same call ID. Unrelated call 
segments have different call IDs.
Connected 
CallA non-ACD call that rang and did not abandon at an...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Terminology1-10
Hold
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 CMS tracks calls on hold only 
for the switch releases that notify 
CentreVu CMS 
when calls are placed on hold. Generic 3 switches 
notify 
CentreVu CMS for all calls.
Manual-In 
Mode (MI)A call answering...