Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-19
ACWINCALLS2
Database tables2The ACWINCALLS item appears in the following database tables:
Split/skill tables
Number of inbound extension calls received by agents while in ACW for 
split/skill ACD calls or in ACW.
This is a cumulative item.
Agent tables
The number of inbound extension calls received by the agent while in 
ACW. This includes ACW for split/skill and direct agent ACD calls and 
ACW not...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-20
ACWOUTADJ-
CALLS
2
Database tables2The ACWOUTADJCALLS item appears in the following database tables:
Split/skill tables
Number of ACWOUTCALLS that were placed by an adjunct on behalf of 
an agent (keyboard-dialed). If such calls are placed to off-switch 
destinations, then they are also counted as ACWOUTOFFCALLS. 
Available for outbound calls on Generic 3 switches with the ASAI feature.
This is a...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-21
ACWOUTOFF-
CALLS
2
Database tables2The ACWOUTOFFCALLS item appears in the following database tables:
Split/skill tables
Number of ACWOUTCALLS that were made to a an off-switch 
destination-a destination outside the switch. If such calls are placed by an 
adjunct on behalf of an agent while in ACW, they are also counted as 
ACWOUTADJCALLS. Available for external calls with Generic 3 
switches.
This is a...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-22
ACWOUTTIME2
Database tables2The ACWOUTTIME item appears in the following database tables:
Split/skill tables
Talk time of all ACWOUTCALLS. ACWOUTTIME does not include hold 
time on Generic 3 switches. It does include time spent on calls made 
while in ACW not associated with an ACD call and on 
ACWOUTADJCALLS and on ACWOUTOFFCALLS.
This is a cumulative item.
Agent tables
The talk time of all...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-23
Agent tables
The duration of all after call work associated with ACDCALLS, including 
ACWINTIME and ACWOUTCALLS received/made during call-associated 
ACW. Note: ACWTIME does not include the time spent in ACW not 
associated with an ACD call (that is, the agent pressed the ACW button 
while not on an ACD call). However, both ACWINTIME and 
ACWOUTTIME do include time spent on calls made or received while...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-24
ADJROUTED2
Database tables2The ADJROUTED item appears in the following database tables:
Vector tables
The number of adjunct-routing calls that were redirected by an adjunct 
processor or host computer. Available on the ECS and Generic 3 
switches with vectoring and the ASAI feature.
This is a cumulative item.
VDN tables
The number of adjunct routing calls that were redirected by an adjunct 
processor...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-25
AGINRING 
(real-time)
2
Database tables2The AGINRING (real-time) item appears in the following database tables:
Split/skill tables
Current number of POSITIONS at which split/skill or direct agent calls are 
ringing (for example, ACD call ringing for this split/skill and are not doing 
anything else). Note: When an agent makes or answers a personal call 
while an ACD call is ringing, that position is no...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-26
AGT_RELEASED2
Database tables2The AGT_RELEASED item appears in the following database tables:
Agent trace tables
Agent released or dropped the split/skill or direct agent ACD call. This is 
always true for ACD calls the agent transferred or conferenced. Available 
on Generic 3 and newer switches.
Call record tables
Agent released or dropped the split/skill or direct agent ACD call. This is 
always true...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-27
ALLINUSE 
(real-time)
2
Database tables2The ALLINUSE (real-time) item appears in the following database tables:
Trunk group tables
Current use status of all trunks in the trunk group (on calls or 
maintenance busy). Values for ALLINUSE are YES and NO
This is a status item.
ALLINUSETIME2
Database tables2The ALLINUSETIME item appears in the following database tables:
Trunk group tables
The length of time...

  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-28
ANSCONN-
CALLS1-10
2
Database tables2The ANSCONNCALLS1-10 item appears in the following database 
tables:
VDN tables
The number of times that callers were answered (ACDCALLS) and 
connected (CONNECTCALLS) during each of the service level 
increments PERIOD1 through PERIOD9 as defined in the Call Center 
Administration: VDN Call Profile Setup window. ANSCONNCALLS10 
counts calls answered or connected...