Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-59
DA_OLDEST-
CALL (real-time)
2
Database tables2The DA_OLDESTCALL (real-time) item appears in the following 
database tables:
Split/skill tables
Length of time that the oldest direct agent ACD call has been waiting in 
queue or ringing at an agent position. Requires a Generic 3 switch with 
the ASAI or EAS feature for direct agent calling.
This is a status item.
Agent tables
The length of time that the current oldest direct agent call has waited in 
any split/skill queue for this agent. Available on Generic 3 switches with 
the ASAI or EAS feature for direct agent calling.
This is a status item.
DA_ONACD 
(real-time)
2
Database tables2The DA_ONACD (real-time) item appears in the following database 
tables:
Split/skill tables
Current number of POSITIONS that are on direct agent ACD calls. 
DA_ONACD is a subset of OTHER. Note: The total number of agents on 
split/skill and direct agent ACD calls = ONACD + DA_ONACD. 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 Items2-60
DA_OTHER-
CALLS
2
Database tables2The DA_OTHERCALLS item appears in the following database tables:
Agent tables
The number of direct agent calls that were redirected to another 
destination before being answered, for example, by call pickup, coverage 
or Redirection on No Answer. Requires a Generic 3 switch with the ASAI 
or EAS feature for direct agent calling.
This is a cumulative item.
DA_OTHERTIME2
Database tables2The DA_OTHERTIME item appears in the following database tables:
Agent tables
The time spent in queue or ringing by DA_OTHERCALLS before being 
redirected. Requires a Generic 3 switch with the ASAI or EAS feature for 
direct agent calling.
This is a cumulative item.
DA_QUEUED2
Database tables2The DA_QUEUED item appears in the following database tables:
Call record tables
Whether or not the call was queued as a direct agent call Valid values for 
DA_QUEUED are 0=NO, 1=YES. Applies to the ECS and Generic 3 
switches only. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-61
DA_RELEASE2
Database tables2The DA_RELEASE item appears in the following database tables:
Agent tables
The number of direct agent ACD calls released or dropped by the agent 
before the far end released. Requires an ECS with the ASAI or EAS 
feature for direct agent calling.
This is a cumulative item.
DA_SKILL 
(real-time)
2
Database tables2The DA_SKILL item appears in the following database tables:
Agent tables
The skill currently assigned as the agents direct agent skill. Direct agent 
calls to the agent are queued to this skill. Requires a Generic 3 switch 
with the ASAI or EAS feature for direct agent calling.
This is a status item.
DACALLS_FIRST
(real-time)
2
Database tables2The DACALLS_FIRST item appears in the following database tables:
Agent tables
Indicates if a percent allocated agent (PCNT) has requested direct agent 
calls first. Values are: 1 = YES, 0=NO. Requires a DEFINITY ECS R6 or 
later with EAS. 
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-62
DEFLECTCALLS2
Database tables2The DEFLECTCALLS item appears in the following database tables:
Vector tables
The number of calls deflected to the network through BSR. Requires the 
DEFINITY ECS R6 and later.
This is a cumulative item.
VDN tables
Number of calls that were deflected to the network by BSR. Requires the 
R6 and later ECS.
This is a cumulative item.
DEQUECALLS2
Database tables2The DEQUECALLS item appears in the following database tables:
Split/skill tables
Number of calls that queued to this split/skill as a nonprimary split/skill, 
but whose disposition was recorded in another split/skill (as answered, 
abandoned, outflowed, busy, or forced disconnect). Requires vectoring 
for multiple split/skill queueing on a Generic 3 switch.
This is a cumulative item.
DEQUETIME2
Database tables2The DEQUETIME item appears in the following database tables:
Split/skill tables
Amount of time DEQUECALLS waited in this split/skill queue before 
dequeuing. Requires vectoring for multiple split/skill queueing on a 
Generic 3 switch.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-63
DESTINATION 
(real-time)
2
Database tables2The DESTINATION (real-time) item appears in the following database 
tables:
Agent tables
The type of outbound call destination for the call the agent is active on for 
any split/skill. Valid values can be PBX (internal call), OFF (external call), 
or as defined in the Dictionary. If the agent is not on an outbound call, the 
value is blank.
This is a status item.
DIALED_NUM2
Database tables2The DIALED_NUM item appears in the following database tables:
Call record tables
Number the caller dialed (up to 24 digits). This will be the VDN for 
inbound vectoring calls, blank for inbound calls without vectoring, and 
dialed digits for outbound calls. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-64
DIGITS_DIALED2
Database tables2The DIGITS_DIALED item appears in the following database tables:
Agent trace tables
Digits the agent dialed to originate a call. Trunk access codes, feature 
access codes, account and authorization codes are not included. 
Available on Generic 3 switches.
DIRECTION
(real-time)
2
Database tables2The DIRECTION item appears in the following database tables:
Agent tables
This is a real-time item.
The direction of the call the agent is currently handling for any split/skill. 
Valid values are blank, IN, OUT, or as defined in Dictionary. If the agent is 
not on a call, the value is blank.
This is a status item.
Trunk tables
This is a real-time item.
The current call direction of the trunk (IN, OUT, or as defined in 
Dictionary). The value is blank (NULL) if the trunk is idle.
This is a status item.
Agent trace tables
Direction of the call the agent is currently handling for any split/skill. Valid 
values are IN, OUT, or as defined in Dictionary. If the agent is not on a 
call, the value is blank (NULL). 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-65
DISCCALLS2
Database tables2The DISCCALLS item appears in the following database tables:
Split/skill tables
For the Generic 3 Version 2 and newer switch releases, this also includes 
the number of CALLSOFFERED that were disconnected by the switch 
when the vector disconnect timer expired. 
This is a cumulative item.
Trunk group tables
With Generic 3 Version 2 (prior to load 100) switches, DISCCALLS is the 
number of INCALLS that were given a forced disconnect announcement 
by the disconnect vector command, listened to the entire 
announcement, then were disconnected by the switch. With Generic 3 
Version 2 and later switches, this is the number of INCALLS that were 
disconnected by the switch by the disconnect vector command. 
DISCCALLS also includes calls that were disconnected by the switch 
when the vector disconnect timer expired or that reached the end of 
vector processing without being queued. DISCCALLS includes 
VDISCCALLS.
This is a cumulative item.
Vector tables
With the Generic 3 Version 2 and later Generic 3 switches and with the 
ECS, the number of INCALLS that executed the disconnect vector 
command. With Generic 3 Version 2 and newer switches (and with the 
ECS), DISCCALLS also includes calls disconnected by the switch when 
the vector disconnect timer expired or that reached the end of vector 
processing without being queued. DISCCALLS includes VDISCCALLS.
This is a cumulative item.
VDN tables
With Generic 3 Version 2 and newer Generic 3 switches, DISCALLS also 
includes calls disconnected by the switch when the vector disconnect 
timer expired or that reached the end of vector processing without being 
queued. DISCCALLS includes VDISCCALLS.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-66
DISCTIME2
Database tables2The DISCTIME item appears in the following database tables:
Split/skill tables
Time all DISCCALLS spent in this splits/skills queue. For the Generic 3 
Version 2 and newer switches (if the call is disconnected due to the 
expiration of the vector disconnect timer), this is the time until the call is 
disconnected by the switch.
This is a cumulative item.
Vector tables
The time all DISCCALLS spent in this VECTOR. The time until the trunk 
drops following the forced disconnect command for those calls recorded 
as DISCCALLS. For Generic 3 Version 2 and later Generic 3 switches, 
and for the ECS, this is the time until the trunk drops, in the case where 
the caller hangs up without listening to the entire announcement. For 
Generic 3 Version 2 and newer switches, and for the ECS, this is the time 
when the call is disconnected due to the expiration of the vector 
disconnect timer or the time until the caller is disconnected by the switch.
This is a cumulative item.
VDN tables
The time all DISCCALLS spent in this VDN. The time until the trunk drops 
following the forced disconnect command for those calls recorded as 
DISCCALLS. For Generic 3 Version 2 and newer Generic 3 switches, if 
the caller hangs up during the forced disconnect announcement, this is 
the time until the caller hangs up. For Generic 3 switches, this is the time 
until the announcement ends and the caller is disconnected by the 
switch.
This is a cumulative item.
DISPIVECTOR2
Database tables2The DISPIVECTOR item appears in the following database tables:
Call record tables
Number of the first vector associated with the disposition VDN 
(DISPVDN). 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-67
DISPOSITION2
Database tables2The DISPOSITION item appears in the following database tables:
Call record tables
Represents the call disposition and indicates whether the call in the 
segment was: 1= connected (CONN, non-ACD call to a measured agent) 
2= answered (ANS, split/skill or direct agent call answered by an agent) 
3= abandoned (ABAN) 4= interflowed (IFLOW) 5= forced busy (FBUSY) 
6= forced disconnect (FDISC) 7= other (OTHER) A connected call is a 
non-ACD call to a measured agent for which CMS receives an indication 
that the call was connected. An answered call is any split/skill or direct 
agent ACD call for which CMS receives an indication that the call was 
answered by an agent and was not a phantom abandon. An abandoned 
call is any ACD call in which a caller hangs up before receiving an 
answer from an agent and for which CMS receives notification that the 
caller abandoned. Phantom abandons (PHANTOMABNS) are included 
as abandoned calls. Interflowed calls are calls that are interflowed to an 
off-switch destination. Forced busy calls are calls that CMS records as 
BUSYCALLS for the trunk group that carried them. These calls can be 
VDN calls that received a forced busy from the vector command or, on 
the ECS and Generic 3 switches, a split/skill call for a nonvector-
controlled split that received a busy indication from the switch because 
the split queue was full. For Generic 3 Version 2 and Generic 3 switches 
and newer switches, forced disconnect calls are VDN calls that are 
disconnected by the switch due to the execution of a disconnect vector 
command. For the ECS, and Generic 3 Version 2 and later Generic 3 
switches, forced disconnect calls also include calls disconnected 
because of the vector disconnect timer or because they reached the end 
of vector processing without being queued. Other calls include any other 
calls that do not fall into categories such as answered or abandoned. See 
definitions for individual tables for OTHERCALLS. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-68
DISPPRIORITY2
Database tables2The DISPPRIORITY item appears in the following database tables:
Call record tables
Priority the call had at its disposition in this segment. Priorities can be 
1=NO or 2=YES (without vectoring), or 3=LOW, 4=MED, 5=HIGH, or 
6=TOP (with vectoring). If the call never gets queued to a split/skill, the 
priority will not be set. For the ECS and Generic 3 switches with 
vectoring, calls directed to split/skills using route to or messaging 
split/skill commands and calls directly routed to splits/skills without going 
through a vector will have MED (no priority) or HIGH (priority) priority, 
depending on the class of restriction of the originator of the call (agent, 
extension, trunk group, or VDN).
DISPSKLEVEL2
Database tables2The DISPSKLEVEL item appears in the following database tables:
Call record tables
The skill level (1 through 16) associated with the skill for which the agent 
answered the call or, for calls that abandoned from ringing or from a 
direct agent queue, with the agent from whom the call abandoned.
DISPSPLIT2
Database tables2The DISPSPLIT item appears in the following database tables:
Call record tables
Number of the split/skill associated with the call at its disposition in this 
call segment. Calls that were not queued to a split or skill at the time of 
disposition will have DISPSPLIT set to null. Calls that were queued to an 
unmeasured split/skill at the time of disposition will have DISPSPLIT set 
to zero.