Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-49
CALLING_PTY2
Database tables2The CALLING_PTY item appears in the following database tables:
Agent trace tables
Calling party identification, which is the ANI/SID (for Generic 3 Version 4 
and later switches with ISDN ANI delivery), extension or trunk equipment 
location identifying the originator of the call. The field is blank if the trunk 
is not measured or, for internal calls, if the originating extension is not 
measured.
Call record tables
Calling party identification, which is the Automatic Number Identification 
(ANI)/Station Identification (SID) (for Generic 3 Version 4 and newer 
switches with ISDN ANI delivery), extension or trunk equipment location 
identifying the originator of the call. This field is blank if the trunk is not 
measured or, for internal calls, if the originating extension is not 
measured. (Up to 12 digits in this field.)
CALLSOFFERED2
Database tables2The CALLSOFFERED item appears in the following database tables:
Split/skill tables
Number of calls that queued to the split/skill and that completed during 
the interval. This does 
not include calls on the Generic 3 switch that could 
not queue to the split/skill because the queue was full or there was no 
queue. CALLSOFFERED = ACDCALLS + ABNCALLS + BUSYCALLS + 
DISCCALLS + OUTFLOWCALLS + DEQUECALLS CALLSOFFERED 
includes ABNCALLS, RINGCALLS, OTHERCALLS, and 
INFLOWCALLS.
This is a cumulative item.
CHANGE2
Database tables2The CHANGE item appears in the following database tables:
Current day configuration tables
Additional change factor (percent). 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-50
CHANGED (real-
time)
2
Database tables2The CHANGED (real-time) item appears in the following database tables:
Agent tables
Time of day that new agent activity started (for example, when 
WORKMODE or DIRECTION changed). Valid values are blank and time-
of-day.
This is a status item.
CHPROF2
Database tables2The CHPROF item appears in the following database tables:
Current day configuration tables
Number of the call handling profile to use.
COMPLETED2
Database tables2The COMPLETED item appears in the following database tables:
Trunk group tables
The number of OUTCALLS that were completed (far end answered). 
Available on Generic 3 switches.
This is a cumulative item.
CONFERENCE2
Database tables2The CONFERENCE item appears in the following database tables:
Split/skill tables
Number of ACDCALLS that were conferenced at least once. Available on 
Generic 3 switches.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-51
Agent tables
The number of times the agent completed a conference, that is, pushed 
the conference key a second time). Available on Generic 3 switches.
This is a cumulative item.
Agent trace tables
Agent activated a conference. Available on Generic 3 switches.
Call record tables
Whether or not the answering agent initiated a conference on this 
segment. Valid values for CONFERENCE are 0=NO, 1=YES. Available 
on the ECS and Generic 3 switches.
CONNECT-
CALLS
2
Database tables2The CONNECTCALLS item appears in the following database tables:
Trunk group tables
The number of INCALLS that were answered at a station and were not 
split/skill or direct agent ACD calls.
This is a cumulative item.
VDN tables
Number of non-ACD INCALLS that were delivered to a station extension 
(other than a VDN or direct agent login ID) by a route to or adjunct 
routing vector command and did not abandon. CONNECTCALLS 
includes ANSCONNCALLS1-10.
This is a cumulative item.
CONNECTTIME2
Database tables2The CONNECTTIME item appears in the following database tables:
VDN tables
For Generic 3 and newer switches, CONNECTTIME is the time 
CONNECTCALLS waited before being answered. 
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-52
CONNTALKTIME2
Database tables2The CONNTALKTIME item appears in the following database tables:
VDN tables
Talk time for all CONNECTCALLS, not including HOLDTIME.
This is a cumulative item.
CONSULTTIME2
Database tables2The CONSULTTIME item appears in the following database tables:
Call record tables
The time an agent talked on any outbound call while in AUX work, ACW, 
or in OTHER with a call on hold. This includes the time the originating 
agent spent talking to the destination party while establishing a 
conference or transferring a call. (This is the time between presses of the 
transfer or conference button.) It includes wait time if the agent is calling 
a Vector Directory Number (VDN) or split/skill extension, but the wait time 
can be subtracted out by subtracting the DISPTIME item from 
CONSULTTIME.
CWC (index)2
Database tables2The CWC (index) item appears in the following database tables:
Call work codes tables
Call work code for which data was collected.
This is a row identifier item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-53
DA_ABNCALLS2
Database tables2The DA_ABNCALLS item appears in the following database tables:
Agent tables
The number of direct agent ACD calls that were abandoned by callers 
while in queue or ringing the agents voice terminal. Includes calls 
considered abandoned because their talk time was less than the 
phantom abandon call timer. Requires a Generic 3 switch with the ASAI 
or EAS feature for direct agent calling.
This is a cumulative item.
DA_ABNTIME2
Database tables2The DA_ABNTIME item appears in the following database tables:
Agent tables
The time DA_ABNCALLS were waiting in queue or ringing before being 
abandoned. Includes the time until the agent releases the call for 
phantom abandoned calls. Requires a Generic 3 switch with the ASAI or 
EAS feature for direct agent calling.
This is a cumulative item.
DA_ACDCALLS2
Database tables2The DA_ACDCALLS item appears in the following database tables:
Agent tables
The number of direct agent ACD calls that the agent answered. Requires 
a Generic 3 switch with the ASAI or EAS feature for direct agent calling. 
DA_ACDCALLS includes DA_RELEASE.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-54
DA_ACDTIME2
Database tables2The DA_ACDTIME item appears in the following database tables:
Agent tables
The talk time of all DA_ACDCALLS (does not include HOLDTIME). 
Requires a Generic 3 switch with the ASAI or EAS feature for direct agent 
calling.
This is a cumulative item.
DA_ACWIN-
CALLS
2
Database tables2The DA_ACWINCALLS item appears in the following database tables:
Split/skill tables
Number of inbound extension calls agents answered while in after call 
work mode for direct agent ACD calls that were queued through this 
split/skill. Requires a Generic 3 switch with the ASAI or EAS feature for 
direct agent calling.
This is a cumulative item.
Agent tables
The number of inbound extension calls answered by the agent while in 
ACW for direct agent ACD calls. Requires a Generic 3 switch with the 
ASAI or EAS feature for direct agent calling.
This is a cumulative item.
DA_ACWINTIME2
Database tables2The DA_ACWINTIME item appears in the following database tables:
Split/skill tables
Talk time of inbound extension calls agents answered while in the after 
call work mode for direct agent ACD calls queued through this split/skill. 
Requires a Generic 3 switch with the ASAI or EAS feature for direct agent 
calling.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-55
Agent tables
The talk time of all DA_ACWINCALLS (does not include HOLDTIME). 
Requires a Generic 3 switch with the ASAI or EAS feature for direct agent 
calling.
This is a cumulative item.
DA_ACWOADJ-
CALLS
2
Database tables2The DA_ACWOADJCALLS item appears in the following database 
tables:
Agent tables
The number of DA_ACWOCALLS that were placed by an ASAI adjunct 
on behalf of the agent (keyboard-dialed). If these calls were placed to off-
switch destinations, they are also counted as DA_ACWOOFFCALLS. 
Available on Generic 3 switches with ASAI.
This is a cumulative item.
DA_ACWO-
CALLS
2
Database tables2The DA_ACWOCALLS item appears in the following database tables:
Split/skill tables
Number of outbound extension calls agents made while in the after call 
work mode for direct agent call ACD calls queued through this split/skill. 
Requires a Generic 3 switch with the ASAI or EAS feature for direct agent 
calling.
This is a cumulative item.
Agent tables
The number of outbound extension calls agents made while in ACW for 
direct agent ACD calls queued through this split/skill. Requires a Generic 
3 switch with the ASAI or EAS feature for direct agent calling. 
DA_ACWOCALLS includes DA_ACWOADJCALLS and 
DA_ACWOOFFCALLS.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-56
DA_ACWOOFF-
CALLS
2
Database tables2The DA_ACWOOFFCALLS item appears in the following database 
tables:
Agent tables
The number of DA_ACWOCALLS that were made to an off- switch 
location. If these calls were placed by an adjunct on behalf of the agent 
(keyboard-dialed), they are also counted as DA_ACWOADJCALLS. 
Requires a Generic 3 switch with ASAI.
This is a cumulative item.
DA_ACWOOFF-
TIME
2
Database tables2The DA_ACWOOFFTIME item appears in the following database tables:
Agent tables
The talk time of all DA_ACWOOFFCALLS (does not include 
HOLDTIME). DA_ACWOOFFTIME is included in DA_ACWOTIME. 
Requires a Generic 3 switch with the ASAI or EAS feature for direct agent 
calling.
This is a cumulative item.
DA_ACWOTIME2
Database tables2The DA_ACWOTIME item appears in the following database tables:
Split/skill tables
Talk time of outbound extension calls the agent made while in the after 
call work mode for a direct agent ACD call. Requires a Generic 3 switch 
with the ASAI or EAS feature for direct agent calling.
This is a cumulative item.
Agent tables
The talk time of all DA_ACWOCALLS (does not include HOLDTIME). 
DA_ACWOTIME includes DA_ACWOOFFTIME. Available on Generic 3 
switches with the ASAI or EAS feature for direct agent calling.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-57
DA_ACWTIME2
Database tables2The DA_ACWTIME item appears in the following database tables:
Agent tables
The duration of ACW associated with DA_ACDCALLS, including time on 
DA_ACWINCALLS and DA_ACWOCALLS. Requires a Generic 3 switch 
with the ASAI or EAS feature for direct agent calling. DA_ACWTIME 
includes DA_ACWINTIME and DA_ACWOTIME.
This is a cumulative item.
DA_ANSTIME2
Database tables2The DA_ANSTIME item appears in the following database tables:
Agent tables
The time spent by callers in direct agent queue and ringing before being 
answered. Requires a Generic 3 switch with the ASAI or EAS feature for 
direct agent calling.
This is a cumulative item.
DA_INACW 
(real-time)
2
Database tables2The DA_INACW (real-time) item appears in the following database 
tables:
Split/skill tables
Current number of POSITIONS that are in after call work associated with 
direct agent calls. This includes agents who are on ACWIN/ACWOUT 
calls. DA_INACW is a subset of OTHER. Note: The total number of 
agents in after call work = INACW + DA_INACW. Requires a Generic 3 
switch with the ASAI or EAS feature for direct agent calling.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-58
DA_INQUEUE
(real-time)
2
Database tables2The DA_INQUEUE (real-time) item appears in the following database 
tables:
Split/skill tables
Current number of direct agent ACD calls waiting in this splits/skills 
queue. Requires a Generic 3 switch with the ASAI or EAS feature for 
direct agent calling.
This is a status item.
Agent tables
The current number of direct agent calls waiting in any split/skills queue 
for this agent. Requires a Generic 3 switch with the ASAI or EAS feature 
for direct agent calling.
This is a status item.
DA_INRING 
(real-time)
2
Database tables2The DA_INRING (real-time) item appears in the following database 
tables:
Split/skill tables
Current number of direct agent ACD calls ringing at an agents voice 
terminal that was queued in this split/skill. Requires a Generic 3 switch 
with the ASAI or EAS feature for direct agent calling.
This is a status item.