Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-21
Transferred and 
Conferenced Calls
1
With Personal Call Tracking, CentreVu CMS tracks transferred and 
conferenced calls as follows:
lTransferred and conferenced calls are tracked as held calls while 
the call(s) wait to be transferred or added to a conference.
lWhen an agent ends a conference call, the agent returns to the call 
state prior to setting up the...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-22
Expanded Agent 
Capabilities 
(
DEFINITY ECS 
R5 and Later)
1
The expanded agent capabilities feature allows EAS agents to have up to 
20 skills assigned. Each skill may be assigned a level from 1 to 16, 
where1 is the highest level and 16 is the lowest. (The numeric level 
replaces the skill type 
p or s used in earlier G3 EAS releases.) Agents 
may have a call...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-23
Forced Multiple 
Call Handling 
(G3V4)
1
The Forced Multiple Call Handling feature in Generic 3 Version 4 
switches allow an ACD call to ring at an agent’s voice terminal even if that 
agent is already talking on an ACD call. In this case, the agent continues 
to accrue talk time until the agent puts the current call on hold or releases 
it.
Hold Tracking 
(G3)
1...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-24
Agents in 
Multiple 
Splits/Skills
1
CentreVu CMS requires agents to log into multiple splits/skills using the 
same login ID for all splits/skills. This allows 
CentreVu CMS to track the 
agent as a single person and to coordinate the data for that agent. 
Agents in multiple splits/skills are tracked as a single agent in R3 CMS. 
For non-EAS ACD operation, agents...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-25
Multiple-Split/ 
Skill Queuing 
(G3)
1
On a Generic 3 switch, calls can be queued to as many as three 
splits/skills simultaneously. For the first split/skill to which a call is queued 
(primary split/skill), 
CentreVu CMS counts an answer, outflow (leaves 
vector processing or is answered by an agent in another split/skill), or 
abandon. For the second or third...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-26
Best Service 
Routing 
(
DEFINITY ECS 
R6)
1
Best Service Routing (BSR) allows calls to be balanced at a single site or 
between multiple sites. BSR is enhanced multi-site routing that provides 
new call vectoring functions that build upon the Look-Ahead Interflow 
feature to route a call to the “best” split/skill on a single Enterprise 
Communications Server (ECS)...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-27
Move Agent 
While Staffed 
(G3V4 and later)
1
The G3V4 switch release supports moving a staffed agent between splits 
or changing the skill assignments for staffed agents. If the agent has any 
call on the voice terminal or is in ACW, then the move cannot take place 
immediately, but is pending until the agent voice terminal goes idle (all 
calls have been...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-28
Outbound Call 
Management 
(OCM)
1
Outbound call management (OCM) calls to splits/skills are included as a 
subset of the ACD call database items (talk time, ringing, ACW, and so 
on). OCM calls also have their own database items which start with O_ in 
the agent, split/skill, trunk and trunk group tables. Inbound split/skill calls 
can be calculated as ACDCALLS -...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-29
Switch Average 
Speed of Answer 
(G3V4 and later)
1
The G3V4 and later switches calculate a roilling average speed of 
answer (ASA) for splits/skills and VDN(s). This ASA can be used in 
vector conditionals to determine where to queue calls. The ASA(s) for 
splits/skills and for VDN(s) are also sent to R3V4 and later CMS, and can 
be displayed on real-time reports....

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-30
Vector 
Disconnect 
Timer (G3V2 and 
later)
1
The Vector Disconnect Timer is started when a call begins vector 
processing and stops when the call is routed successfully. This means 
that the call rings at a destination or the trunk is connected to a 
destination. In the case of adjunct routing, the timer is stopped when the 
call is routed successfully. If the timer...