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 Capabilities1-31
Universal Call ID 
(
DEFINITY ECS 
R6)
1
A Universal Call ID (UCID) is a unique tag that is assigned to a call. The 
purpose of the UCID is to allow call-related data to be collected and 
aggregated from multiple sources (for example, 
DEFINITY and Intuity 
Conversant
) and multiple sites. The UCID may then be used to group all 
the data from various sources about a...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-32
lAgent Role: ROLE is a new database item that has been added to 
the agent tables to describe how an agent participates in a skill. The 
agent’s role is based on both the agent’s Skill Level and Call 
Handling Preference. Agents with a reserve skill have a role of 
Reserve. Non-EAS agents and agents with Greatest need Call 
Handling Preference have a role of Roving....

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
2-1
2 Database Items and Calculations  
Overview2
Purpose2This 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. 

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
General information2-2
General information2
Overview2
Purpose2This section presents general information about database items.
Organization2The following topics are covered:
l“Database item types” on page 2-2
l“Split/skill database items” on page 2-3
l“Agent database items” on page 2-3
l“Trunk group database items” on page 2-4
l“Trunk database items” on page 2-4
l“Vector database items” on page 2-4
l“VDN database items”...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
General information2-3
Split/skill 
database items
2
Overview2The Split/Skill database item descriptions apply to real-time and historical 
items.
Real Time Database 
Items
2
Real-Time split/skill database items apply to the Current Interval 
Split/Skill (csplit) and Previous Interval Split/Skill (psplit) tables. The real-
time indexes are ACD and SPLIT.
Historical Database 
Items
2
Historical split/skill database items...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
General information2-4
Trunk group 
database items
2
Overview2The Trunk Group database item descriptions apply to real-time and 
historical items.
Real Time Database 
Items
2
Real-Time trunk group database items apply to the Current Interval Trunk 
Group (ctkgrp) and Previous Interval Trunk Group (ptkgrp) tables. The 
real-time indexes are ACD and TKGRP.
Historical Database 
Items
2
Historical trunk group database items...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
General information2-5
Historical Database 
Items
2
Historical vector database items apply to the Intrahour Vector (hvector), 
Daily Vector (dvector), Weekly Vector (wvector), and Monthly Vector 
(mvector) tables, except as noted. The historical indexes are 
ROW_DATE and VECTOR.
VDN database 
items
2
Overview2The VDN Database Item descriptions apply to real-time and historical 
items. VDN database items are available...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
General information2-6
Agent 
login/logout 
database items
2
Overview2The Agent Login/Logout database item descriptions are historical items 
specific to the Agent Login/Logout (haglog) table. The indexes are SPLIT 
and ROW_DATE.
Agent trace 
database items
2
Overview2The Agent Trace database item descriptions (Table F) are historical items 
specific to the Agent Trace (ag_actv) table. The indexes are LOGID and...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
General information2-7
Current day 
report database 
items
2
Overview2The Current Day Report database item descriptions (Table F) are 
historical items used specifically to collect values entered in the Forecast: 
Current Day window. They apply to the Current Day Report (f_cdayrep) 
table. The indexes are ACD, ROW_DATE and SPLIT.
Forecast data2Forecast data for a split/skill is automatically generated when the 
Forecast...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-8
Database Items2
Overview2
Purpose2This section describes database items for all tables.
ABNCALLS2
Database tables2The ABNCALLS appears in the following database tables:
Split/skill tables
Number of CALLSOFFERED that were abandoned while in queue or 
ringing at an agent position. 
Note: When a call abandons while queued to multiple splits/skills and 
abandons from queue, only the primary split/skill...