Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-69
DISPTIME2
Database tables2The DISPTIME item appears in the following database tables:
Call record tables
Wait time (in the vector, in queue, and ringing) until the disposition is 
recorded in DISPOSITION for the segment. For extension calls made 
directly to agents (not through a VDN), this will always be zero.
DISPVDN2
Database tables2The DISPVDN item appears in the following database tables:
Call record tables
Number of the VDN associated with the call at its disposition for this call 
segment. DISPVDN will be blank for calls that are not associated with a 
VDN at their disposition.
DURATION
(real-time)
2
Database tables2The DURATION item appears in the following database tables:
Agent tables
This is a real-time item.
The duration of current WORKMODE and DIRECTION for this SPLIT (for 
example, length of time in current AGSTATE for this SPLIT). For 
example, if the agent goes from AUX to AUXOUT and back to AUX, 
DURATION will restart with each of these changes.
This is a status item.
Trunk tables
This is a real-time item.
The current length of time the trunk has been in TKSTATE.
This is a status item.
Agent trace tables
Duration of current WORKMODE and DIRECTION for this split (for 
example, length of time in current AGSTATE for this split). 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-70
Call record tables
The total time the trunk was in use. This is the overall trunk holding time 
from the beginning of the call segment until the caller is disconnected. 
For the first segment of a call, this will be the trunk holding time for the 
caller for the entire call (from seized until idle). With a transfer, the original 
trunk remains associated with both call segments until the call ends.
Data collection exception table
Length of time for which data collection was off.
This is a cumulative item.
EQLOC2
Database tables2The EQLOC item has been modified in R3V8 CMS to be only eight 
characters long. It is nine characters long in previous releases of CMS. 
The EQLOC database item appears in the following tables:
Trunk tables
This is an index item.
The physical equipment location (trunk number) for which data was 
collected.
This is an administrative item.
Call record tables
Physical equipment location (trunk number) for which data was collected 
or for which the exception occurred. This will be blank if the trunk is not 
measured.
Trunk group exception table
Physical equipment location (trunk number) for which data was collected 
or the exception occurred.
This is a cumulative item.
Malicious call trace exception table
Physical equipment location (trunk number) for which data was collected 
or for which the exception occurred.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-71
EVENT1-92
Database tables2The EVENT1-9 item appears in the following database tables:
Split/skill tables
Number of times each event (stroke count) feature button (feature button 
1 to 9) was pressed by agents on split/skill or direct agent ACD calls or in 
after call work associated with an ACD call for this split/skill. Available 
with Generic 3 switches.
This is a cumulative item.
Agent tables
The number of times each event (stroke count) feature button (1 to 9) 
was pressed while the agent was on an ACD call or in call- related after 
call work. Available on Generic 3 switches.
This is a cumulative item.
Call record tables
The number of times each event (stroke count) button (buttons 1 to 9) 
was entered for this call segment. Available with the ECS and Generic 3 
switches.
EVENT_TIME2
Database tables2The EVENT_TIME item appears in the following database tables:
Agent trace tables
Time of day (hour, minute, and second) the WORKMODE or DIRECTION 
changed. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-72
EWTHIGH 
(real-time)
2
Database tables2The EWTHIGH (real-time) item appears in the following database tables:
Split/skill tables
Switch-calculated expected wait time for calls queued at high priority to 
this split/skill. The expected wait time (EWT) is an estimate of how long a 
caller will wait in queue at HIGH priority until being served. Time spent 
ringing at the agent is not included in this estimate. EWT and ASA should 
not be expected to match. ASA gives a historical perspective, while EWT 
changes constantly to match current conditions such as queue length 
and staffing changes. Available with Generic 3 Version 4 switches for 
Vectoring enhancements.
This is a status item.
EWTLOW 
(real-time)
2
Database tables2The EWTLOW (real-time) item appears in the following database tables:
Split/skill tables
Switch-calculated expected wait time for calls queued at low priority to 
this split/skill. The expected wait time is an estimate of how long a caller 
will wait in queue at LOW priority until being served. Time spent ringing at 
the agent is not included in this estimate. EWT and ASA should not be 
expected to match. ASA gives a historical perspective, while EWT 
changes constantly to match current conditions such as queue length 
and staffing changes. Available with Generic 3 Version 4 switches for 
Vectoring enhancements.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-73
EWTMEDIUM 
(real-time)
2
Database tables2The EWTMEDIUM (real-time) item appears in the following database 
tables:
Split/skill tables
Switch-calculated expected wait time for calls queued at medium priority 
to this split/skill. The expected wait time is an estimate of how long a 
caller will wait in queue at MEDIUM priority until being served. Time spent 
ringing at the agent is not included in this estimate. EWT and ASA should 
not be expected to match. ASA gives a historical perspective, while EWT 
changes constantly to match current conditions such as queue length 
and staffing changes. Available with Generic 3 Version 4 switches for 
Vectoring enhancements.
This is a status item.
EWTTOP
(real-time)
2
Database tables2The EWTTOP (real-time) item appears in the following database tables:
Split/skill tables
Switch-calculated expected wait time for calls queued at top priority to 
this split/skill. The expected wait time is an estimate of how long a caller 
will wait in queue at TOP priority until being served. Time spent ringing at 
the agent is not included in this estimate. EWT and ASA should not be 
expected to match. ASA gives a historical perspective, while EWT 
changes constantly to match current conditions such as queue length 
and staffing changes. Available with Generic 3 Version 4 switches for 
Vectoring enhancements.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-74
EXT_CALL_
ORIG
2
Database tables2The EXT_CALL_ORIG item appears in the following database tables:
Agent trace tables
Agent originated an external (off-switch) call. Available on Generic 3 
switches.
EXTENSION2
Database tables2The EXTENSION item appears in the following database tables:
Agent tables
The extension number for which data was collected.
This is an administrative item.
Trunk tables
This is a real-time item.
The extension to which this trunk is currently queued, ringing, or 
connected.
This is a status item.
EXTN2
Database tables2The EXTN item appears in the following database tables:
Agent login/logout tables
Extension number of the station that the agent staffed. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-75
EXTYPE2
Database tables2The EXTYPE item appears in the following database tables:
Agent exception table
The type of exception that occurred: 
Value = Type
1 = Time Available
2 = Time on inbound ACD call (min)
3 = Time on inbound ACD call (max)
4 = Time in after call work
5 = Time on outbound ACW call
6 = Time on inbound ACW call
7 = Time in AUX work
8 = Time on outbound AUX call
9 = Time on inbound AUX call
10 = Number of outbound ACW calls/agent
11 = Number of inbound ACW calls/agent
12 = Number of outbound AUX calls/agent
13 = Number of inbound AUX calls/agent
14 = Login identification
15 = Time ACD call spent on hold*
16 = Number ACD calls placed on hold*
17 = Number ACD calls abandoned while on hold*
18 = Time on outbound ACD call (min)
19 = Time on outbound ACD call (max)
20 = Number calls transferred**
21 = Time on external outbound ACW call
22 = Time on external outbound AUX call
23 = Time on direct agent call
24 = Number external outbound ACW calls/agent**
25 = Number external outbound AUX calls/agent** 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-76
26 = Time ACD call spends ringing**
27 = Multiple logins on same extension
28 = Ringing call automatically redirected from agent
29 = Agent logged out with active/held calls
30 = Number of calls in direct agent queue
31 = Time call waited in direct agent queue
32 = Number calls abandoned from direct agent queue
34 = Number calls outflowed from direct agent queue
38 = Number of calls transferred
48 = Logout attempt without valid reason code
49 = Could not be logged in
59 = AUX attempt without valid reason code
60 = Time in AUX with reason code 0 (default)
61 = Time in AUX with reason code 1
62 = Time in AUX with reason code 2
63 = Time in AUX with reason code 3
64 = Time in AUX with reason code 4
65 = Time in AUX with reason code 5
66 = Time in AUX with reason code 6
67 = Time in AUX with reason code 7
68 = Time in AUX with reason code 8
69 = Time in AUX with reason code 9
98 = Agent denied login to some skills
99 = Invalid call work code
This is a cumulative item.
Split/skill exception table
The type of exception that occurred:
Value = Type
30 = Number calls waiting
31 = Time call has waited in queue
32 = Number calls abandoned
33 = Number intraflowed-in calls 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-77
34 = Number intraflowed-out calls
35 = Number interflowed-out calls
36 = Number calls offered while queue full*
37 = Number calls handled as backup
38 = Number calls transferred**
39 = Average speed of answer (seconds)
40 = Rolling average speed of answer (seconds)
41 = Expected wait time (priority top)
42 = Expected wait time (priority high)
43 = Expected wait time (priority medium)
44 = Expected wait time (priority low)
Trunk group exception table
The type of exception that occurred:
Value = Type
50 = Time trunk in use (min)
51 = Time trunk in use (max)
52 = Number of trunks in use
53 = Time any trunk maintenance busy
54 = Number of trunks maintenance busy
55 = Length of time all trunks busy
56 = Number trunk failures in group
57 = Number failures on a single trunk
58 = Audio difficulty on a trunk
This is a cumulative item.
VDN exception table
The type of exception that occurred:
Value = Type
2 = Time at agent (min)
3 = Time at agent (max)
30 = Number calls in an ACD split queue
32 = Number calls abandoned while in vector
33 = Number calls that flowed into VDN 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-78
34 = Number calls that flowed out of VDN
35 = Number calls interflowed out of VDN
37 = Number calls handled by backup split
71 = Time in vector (max)
72 = Number calls forced busy
73 = Number calls disconnected
74 = Number unsuccessful lookahead attempts
75 = Adjunct routing
76 = Rolling average speed of answer
This is a cumulative item.
Vector exception table
The type of exception that occurred:
Value = Type
30 = Number calls in an ACD split/skill queue
32 = Number calls abandoned while in the vector
72 = Number calls forced busy
73 = Number calls disconnected
74 = Number unsuccessful lookahead interflow attempts
75 = Number unsuccessful adjunct routing attempts
80 = Time in vector (min)
81 = Time in vector (max)
This is a cumulative item.
FAGINRING
(real-time)
2
Database tables2The FAGINRING item appears in the following database tables:
Split/skill tables
The number of flex agents (0-999) with this skill ACD call ringing. 
Requires a DEFINITY ECS R6 or later with EAS. 
This is a real-time item.