Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-39
VDN tables
The number of ACDCALLS that were delivered to and answered by this 
split/skill by a vector command other than queue to main and the 
number of ACDCALLS that were delivered to a split/skill by a “queue to” 
vector command answered by an agent that has neither reserve1 or 
reserve2 skill levels assigned for that skill. This allows tracking of calls 
answered by agents with a reserve1 or reserve2 skill level assigned for a 
particular skill. Calls answered in the main split/skill can then be 
calculated as ACDCALLS - BACKUPCALLS. However, this calculation 
does not include direct agent calls. BACKUPCALLS includes messaging 
split/skill calls, check backup calls, and calls that route to a split/skill or 
direct agent, either by the route to vector command or by adjunct 
routing. Calls that are redirected back to the split/skill using the 
Redirection on No Answer feature and then answered are also counted 
as BACKUPCALLS. NOTE: The Redirect on No Answer to VDN routing 
feature is available on the 
DEFINITY ECS. Available on Generic 3 
switches and the ECS with the vectoring feature.
This is a cumulative item.
BH_ABNCALLS
(daily only)
2
Database tables2The BH_ABNCALLS item appears in the following database tables:
Trunk group tables
The number of incoming calls carried by the trunk group that abandoned 
during the busy hour.
This is a busy hour item.
VDN tables
The number of INCALLS that were abandoned by callers during the busy 
hour.
This is a busy hour item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-40
BH_ACDCALLS2
Database tables2The BH_ACDCALLS item appears in the following database tables:
Trunk group tables
The number of incoming calls carried by this trunk group during the busy 
hour that were answered by an agent as split/skill or direct agent ACD 
calls.
This is a busy hour item.
VDN tables
The number of ACDCALLS that were completed during the busy hour.
This is a busy hour item.
BH_ACDTIME2
Database tables2The BH_ACDTIME item appears in the following database tables:
VDN tables
The talk time of ACDCALLS that were completed during the busy hour.
This is a busy hour item.
BH_ALLINUSE-
TIME
2
Database tables2The BH_ALLINUSETIME item appears in the following database tables:
Trunk group tables
The length of time during the busy hour that all trunks in the trunk group 
were in use.
This is a busy hour item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-41
BH_BUSYCALLS2
Database tables2The BH_BUSYCALLS item appears in the following database tables:
Trunk group tables
The number of incoming calls carried by the trunk group during the busy 
hour that were given a busy signal by the switch.
This is a busy hour item.
VDN tables
The number of INCALLS that were given a busy signal by the switch 
during the busy hour.
This is a busy hour item.
BH_DISCCALLS2
Database tables2The BH_DISCCALLS item appears in the following database tables:
Trunk group tables
The number of incoming calls carried by the trunk group during the busy 
hour that were forced to disconnect by the switch.
This is a busy hour item.
VDN tables
The number of INCALLS that were disconnected by the switch during the 
busy hour.
This is a busy hour item.
BH_INCALLS2
Database tables2The BH_INCALLS item appears in the following database tables:
Trunk group tables
The number of incoming calls carried by this trunk group that completed 
during the busy hour. BH_INCALLS includes BH_ABNCALLS, 
BH_ACDCALLS, and BH_OTHERCALLS.
This is a busy hour item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-42
BH_INTIME2
Database tables2The BH_INTIME item appears in the following database tables:
Trunk group tables
The trunk holding time of all incoming calls carried by this trunk group 
that completed during the busy hour.
This is a busy hour item.
BH_OABN-
CALLS
2
Database tables2The BH_OABNCALLS item appears in the following database tables:
Trunk group tables
The number of outgoing adjunct-originated calls carried by the trunk 
group that abandoned during the busy hour. Available on Generic 3 
switches with the ASAI feature.
This is a busy hour item.
BH_OACD-
CALLS
2
Database tables2The BH_OACDCALLS item appears in the following database tables:
Trunk group tables
The number of outgoing adjunct-originated ACD calls carried by the trunk 
group and answered by an agent as split/skill or direct agent ACD calls 
that completed during the busy hour. Available on Generic 3 switches 
with the ASAI feature.
This is a busy hour item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-43
BH_OOTHER-
CALLS
2
Database tables2The BH_OOTHERCALLS item appears in the following database tables:
Trunk group tables
The number of outgoing calls carried by the trunk group during the busy 
hour that were not answered or abandoned as ACD calls. 
BH_OOTHERCALLS include extension out calls, outbound call 
management calls forced busy or forced disconnect, short outgoing calls, 
and outgoing calls with unknown disposition.
This is a busy hour item.
BH_OTHER-
CALLS
2
Database tables2The BH_OTHERCALLS item appears in the following database tables:
Trunk group tables
The number of incoming calls carried by the trunk group during the busy 
hour that were not answered or abandoned. BH_OTHERCALLS include 
extension in calls, calls forced busy or disconnected, calls that outflowed 
off the switch, short inbound calls, and inbound calls of unknown 
disposition. BH_OTHERCALLS includes BH_BUSYCALLS and 
BH_DISCCALLS.
This is a busy hour item.
VDN tables
The number of OTHERCALLS that completed during the busy hour. 
BH_OTHERCALLS includes extension-in calls, calls forced busy or 
disconnected, calls that outflowed off the switch, short inbound calls, and 
inbound calls of unknown disposition.
This is a busy hour item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-44
BH_OUTCALLS2
Database tables2The BH_OUTCALLS item appears in the following database tables:
Trunk group tables
The number of outgoing calls carried by the trunk group that completed 
during the busy hour. BH_OUTCALLS includes BH_OABNCALLS, 
BH_OACDCALLS, and BH_OOTHERCALLS.
This is a busy hour item.
BH_OUTTIME2
Database tables2The BH_OUTTIME item appears in the following database tables:
Trunk group tables
The trunk holding time of all outgoing calls carried by the trunk group that 
completed during the busy hour.
This is a busy hour item.
BH_STARTTIME2
Database tables2The BH_STARTTIME item appears in the following database tables:
Trunk group tables
The starting time of the hour for which busy hour data was collected. The 
busy hour is that set of contiguous intervals during the day totaling an 
hour in which the trunk holding time for the trunk group was a maximum.
This is a busy hour item.
VDN tables
The starting time of the hour for which busy hour data was collected. The 
busy hour is that set of contiguous intervals comprising a total of one 
hour in which the number of INCALLS to the VDN was a maximum.
This is a busy hour item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-45
BH_VDNCALLS2
Database tables2The BH_VDNCALLS item appears in the following database tables:
VDN tables
The number of INCALLS to the VDN that completed during the busy 
hour. BH_VDNCALLS includes answered calls that completed during the 
busy hour, calls that abandoned, were forced busy, forced disconnected 
or outflowed from the VDN during the busy hour.
This is a busy hour item.
BLOCKAGE2
Database tables2The BLOCKAGE item appears in the following database tables:
Trunk group tables
The number of outbound call attempts that were blocked because all 
trunks were busy. 
This is a cumulative item.
BSRPLAN2
Database tables2The BSRPLAN item appears in the following database tables:
VDN tables
Information for the specified Best Service Routing (BSR) plan. Available 
on the R6 and later ECS.
This is an administrative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-46
BUSYCALLS2
Database tables2The BUSYCALLS item appears in the following database tables:
Split/skill tables
Number of CALLSOFFERED calls that were given a busy signal by the 
switch. This happens when a busy vector command is executed while 
the call is queued to this split/skill (and this is the primary split/skill the call 
is queued to) or if a call queued to this split/skill forwards to another 
split/skill whose queue is full. On Generic 3 and later switches, a busy is 
given because a non- vector controlled split has a full queue, no queue 
and no available agents, or no agents that are staffed.
This is a cumulative item.
Trunk tables
The number of INCALLS that were given a busy signal by the switch. 
This can occur on all switches via the busy vector command. On 
Generic 3 switches without vectoring, BUSYCALLS can occur if a call is 
routed to a split/skill with coverage set to yes where there are no agents 
available, the queue is full (or there is no queue), there is no coverage, 
and an announcement has played or the trunk is not a CO trunk. Also on 
Generic 3 switches, BUSYCALLS can occur if a call is routed to a direct 
agent with coverage set to yes, the agent is not logged in and there is 
no coverage path administered and an announcement has played or the 
trunk is not a CO trunk. BUSYCALLS can occur on Generic 3 switches 
without vectoring when a split queue is full or there are no queue slots, no 
busy coverage is administered and an announcement has played or the 
trunk is not a CO trunk.
This is a cumulative item.
Vector tables
The number of INCALLS that were given a busy signal by the switch. 
This can occur on all switches when the busy vector command is 
executed. On Generic 3 switches, BUSYCALLS can occur if a call is 
routed to a split with coverage set to yes where there are no agents 
available, the queue is full (or there is no queue), there is no coverage, 
and an announcement has played or the trunk is not a CO trunk. Also on 
Generic 3 switches, BUSYCALLS can occur if a call is routed to a direct 
agent with coverage set to yes, the agent is not logged in and there is 
no coverage path administered and an announcement has played or the 
trunk is not a CO trunk.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-47
VDN tables
The number of INCALLS that were given a busy signal by the switch. 
This can occur on all switches via the busy vector command. On 
Generic 3 switches and the ECS, BUSYCALLS can occur if a call is 
routed to a split/skill with coverage set to yes where there are no agents 
available, the queue is full (or there is no queue), there is no coverage, 
and an announcement has played or the trunk is not a CO trunk. Also on 
Generic 3 switches and the ECS, BUSYCALLS can occur if a call is 
routed to a direct agent with coverage set to yes, the agent is not 
logged in and there is no coverage path administered, an announcement 
has played, or the trunk is not a CO trunk.
This is a cumulative item.
BUSYTIME2
Database tables2The BUSYTIME item appears in the following database tables:
Split/skill tables
Time callers waited in queue until hearing a busy tone for all 
BUSYCALLS.
This is a cumulative item.
Vector tables
The time callers waited in queue until hearing a busy tone for all 
BUSYCALLS.
This is a cumulative item.
VDN tables
Duration of all BUSYCALLS (until the trunk goes idle).
This is a cumulative item.
CALLER_HOLD2
Database tables2The CALLER_HOLD item appears in the following database tables:
Agent trace tables
Agent put the current call on hold. For Generic 3 switches, 
CALLER_HOLD applies to all calls the agent put on hold. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-48
CALLID2
Database tables2The CALLID item appears in the following database tables:
Call record tables
A unique number assigned to this call and all its call segments. For 
conferenced/transferred calls, two (or more) calls are tied together. When 
the entire call is recorded, one call ID is used to tie together all call 
segments. In meet-me conferences, this may result in a later segment 
of the call starting earlier than the first segment. Call IDs are not 
necessarily strictly sequential, but will be unique for calls over a day.
CALLING_II2
Database tables2The CALLING_II item appears in the following database tables:
Agent trace tables
Information Indicator (II) digits associated with the call. These digits 
supply information about the originator location, for example, pay phone, 
hospital, or prison. Available on the ECS and newer switches.
Call record tables
Information Indicator (II) digits associated with the call. These digits are a 
two-digit string provided by ISDN PRI to indicate the type of originating 
line of the caller. These digits supply information about the originator 
location, for example, pay phone, hospital, or prison. The column is blank 
if the call does not contain II digits. Available on the ECS and newer 
switches.
CALLING_LOGID
(real-time)
2
Database tables2The CALLING_LOGID item appears in the following database tables:
Trunk tables
The Login ID of the agent originating the current call on this trunk. This is 
NULL when the trunk idles.
This is a status item.