Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-79
FAVA I L A B L E
(real-time)
2
Database tables2The FAVAILABLE item appears in the following database tables:
Split/skill tables
The number of flex agents available (0-999). Requires a DEFINITY ECS 
R6 or later with EAS. 
This is a real-time item.
FAILURES2
Database tables2The FAILURES item appears in the following database tables:
Trunk Group tables
The number of trunk failures for this TKGRP. No time or call is recorded in 
any of the CMS tables. Trunk failures can be due to hardware problems 
on the trunk, incompatible trunk types on either end of a call, or internal 
switch errors (such as errors in call processing or vectoring translations). 
This item does not include calls with short holding times. The FAILURES 
database item is not populated for Generic 3 switches because trunks 
that fail are automatically placed in the maintenance busy state.
This is a cumulative item.
Trunk tables
The number of trunk failures for this trunk. No time or call is recorded in 
any of the CMS tables. Trunk failures can be due to hardware problems 
on the trunk, incompatible trunk types on either end of a call, or to internal 
switch errors (such as errors in call processing or vectoring translations). 
This item does not include calls with short holding times. The FAILURES 
database item is not populated for Generic 3 switches because trunks 
that fail are automatically placed in the maintenance busy state.
This is a cumulative item.
FCALLS2
Database tables2The FCALLS item appears in the following database tables:
Current day report tables
Number of forecast calls carried. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-80
FINACW
(real-time)
2
Database tables2The FINACW item appears in the following database tables:
Split/skill tables
The number of flex agents in ACW for this skill (0-999). Requires a 
DEFINITY ECS R6 or later with EAS. 
This is a real-time item.
FINAUX2
Database tables2The FINAUX item appears in the following database tables:
Split/skill tables
The number of flex agents in AUX for this skill (0-999). Requires a 
DEFINITY ECS R6 or later with EAS. 
This is a real-time item.
FIRSTVDN2
Database tables2The FIRSTVDN item appears in the following database tables:
Call record tables
The number of the first VDN associated with the call segment. This will 
be blank for calls not associated with a VDN.
FIRSTVECTOR2
Database tables2The FIRSTVECTOR item appears in the following database tables:
Call record tables
Number of the first vector associated with the first VDN for the call 
segment. This will be blank if no vector is involved. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-81
FMETHOD2
Database tables2The FMETHOD item appears in the following database tables:
Current day configuration tables
Type of trending to use for forecast. Values are 0 = none, 1 = seasonal, 2 
= current trending.
FONACD
(real-time)
2
Database tables2The FONACD item appears in the following database tables:
Split/skill tables
The number of flex agents on ACD calls for this skill (0-999). Requires a 
DEFINITY ECS R6 or later with EAS. 
This is a real-time item.
FOTHER
(real-time)
2
Database tables2The FOTHER item appears in the following database tables:
Split/skill tables
The number of flex agents in the OTHER work state (0-999). Requires a 
DEFINITY ECS R6 or later with EAS. 
This is a real-time item.
FSTAFFED
(real-time)
2
Database tables2The FSTAFFED item appears in the following database tables:
Split/skill tables
The number of agents staffing this skill as neither top or reserve agents 
(0-999). Requires a DEFINITY ECS R6 or later with EAS. 
This is a real-time item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-82
GNAGINRING
(real-time)
2
Database tables2The GNAGINRING item appears in the following database tables:
Split/skill tables
The number of greatest need agents logged into the split/skill who 
currently have ACD calls. 
This is a real-time item.
GNAVAILABLE
(real-time)
2
Database tables2The GNAVAILABLE item appears in the following database tables:
Split/skill tables
The number of greatest need agents logged into the split/skill who are 
available in the split/skill. 
This is a real-time item.
GNINACW
(real-time)
2
Database tables2The GNINACW item appears in the following database tables:
Split/skill tables
The number of greatest need agents logged into the split/skill who are in 
after call work (ACW) for ACD calls to the split/skill. This includes agents 
on ACWIN/ACWOUT calls, as well as agents who are in after call work 
not associated with an ACD call. Available on the R6 ECS and later. 
This is a real-time item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-83
GNINAUX
(real-time)
2
Database tables2The GNINAUX item appears in the following database tables:
Split/skill tables
The number of greatest need agents logged into the split/skill who are on 
inbound and outbound ACD calls for the split/skill. Available on the R6 
ECS and later.
This is a real-time item.
GNINAUX0
(real-time)
2
Database tables2The GNINAUX0 item appears in the following database tables:
Split/skill tables
The current number of greatest need POSITIONS that are in AUX with 
reason code 0 (zero) for all splits/skills including greatest need agents on 
AUXIN/AUXOUT calls. For ECS with EAS and later ECS switches, 
reason code 0 (zero) is for system AUX work when reason codes are 
active. For switches without EAS and for releases prior to ECS, 
GNINAUX0 will be the same as GNINAUX.
This is a status item.
GNINAUX1-9
(real-time)
2
Database tables2The GNINAUX1-9 item appears in the following database tables:
Split/skill tables
The current number of greatest need POSITIONS that are in AUX with 
the reason codes 1-9 for all splits/skills including greatest need agents on 
AUXIN/AUXOUT calls. Available on the ECS and later.
This is a real-time item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-84
GNONACD
(real-time)
2
Database tables2The GNONACD item appears in the following database tables:
Split/skill tables
The current number of greatest need POSITIONS that are on inbound 
and outbound ACD calls to this split/skill. 
This is a real-time item.
GNONACDAUX-
OUT
(real-time)
2
Database tables2The GNONACDAUXOUT item appears in the following database tables:
Split/skill tables
The current number of greatest need POSITIONS that are on AUXOUT 
calls with an ACD call on hold for this split/skill. For greatest need agents 
in multiple skills with multiple call handling, the last call the agent put on 
hold was for this skill. Available for Generic 3 switches.
This is a real-time item.
GNONACDOUT
(real-time)
2
Database tables2The GNONACDOUT item appears in the following database tables:
Split/skill tables
The current number of greatest need POSITIONS that are on outbound 
calls placed by an adjunct to this split/skill. Available for Generic 3 
switches with the ASAI feature.
This is a real-time item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-85
GNONACWIN
(real-time)
2
Database tables2The GNONACWIN item appears in the following database tables:
Split/skill tables
The current number of greatest need POSITIONS that are in ACW for 
this split/skill and on inbound extension calls. These greatest need 
agents also appear in INACW. GNONACWIN includes agents receiving 
extension calls from ACW associated with split/skill ACD calls and from 
ACW not associated with an ACD call.
This is a real-time item.
GNONACWOUT
(real-time)
2
Database tables2The GNONACWOUT item appears in the following database tables:
Split/skill tables
The current number of greatest need POSITIONS that are in ACW for 
this split/skill and on outbound extension calls. These agents also appear 
in INACW. GNONACWOUT includes agents making extension calls from 
ACW associated with split/skill ACD calls and from ACW not associated 
with an ACD call.
This is a real-time item.
GNONAUXIN
(real-time)
2
Database tables2The GNONAUXIN item appears in the following database tables:
Split/skill tables
The current number of greatest need POSITIONS that are in AUX work 
or AVAILABLE, or, for Generic 3 switches, including greatest need agents 
who have an ACD or AUXIN/AUXOUT call on hold, and on inbound 
extension calls, where SPLIT is OLDEST LOGON.
This is a real-time item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-86
GNONAUXOUT
(real-time)
2
Database tables2The GNONAUXOUT item appears in the following database tables:
Split/skill tables
The current number of greatest need POSITIONS that are in AUX work 
or AVAILABLE or, for Generic 3 switches, including greatest need agents 
who have an ACD or AUXIN/AUXOUT call attributed to this split/skill on 
hold, and on outbound extension calls.
This is a real-time item.
GNDA_INACW
(real-time)
2
Database tables2The GNDA_INACW item appears in the following database tables:
Split/skill tables
Current number of greatest need POSITIONS that are in after call work 
associated with direct agent calls. This includes greatest need agents 
who are on ACWIN/ACWOUT calls. GNDA_INACW is a subset of 
GNOTHER. Note: The total number of agents in after call work = 
GNINACW + GNDA_INACW. Requires a Generic 3 switch with the ASAI 
or EAS feature for direct agent calling.
This is a real-time item.
GNDA_ONACD
(real-time)
2
Database tables2The GNDA_ONACD item appears in the following database tables:
Split/skill tables
Current number of greatest need POSITIONS that are on direct agent 
ACD calls. GNDA_ONACD is a subset of GNOTHER. Note: The total 
number of greatest need agents on split/skill and direct agent ACD calls = 
GNONACD + GNDA_ONACD. Requires a Generic 3 switch with the 
ASAI or EAS feature for direct agent calling.
This is a real-time item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-87
GNOTHER
(real-time)
2
Database tables2The GNOTHER item appears in the following database tables:
Split/skill tables
The number of greatest need agents who are doing other work. Available 
on the R6 ECS and later.
For the G3 ECS with EAS, while in Auto-In or Manual-In, the agent is in 
other work if: 
lthe agent put any call on hold and has performed no further action
lthe agent is on a direct agent call or in ACW for a direct agent call
lthe agent is dialing to place a call or to activate a feature
lan extension call or direct agent ACD call is ringing with no other 
activity
lthe agent is logged into multiple splits/skills and doing work for a 
split/skill other than this one (on an ACD call or in ACW).
With multiple call handling, the agent is available for other call handling 
and splits/skills. The agent will display in the GNOTHER state after the 
link to the switch comes up and directly after the agent logs in before the 
CMS is notified of the agent’s work state. 
This is a real-time item.
GNSKILL
(real-time)
2
Database tables2The GNSKILL item appears in the following database tables:
Agent tables
For the greatest need call handling preference, the agent’s first-
administered, highest-level, measured skill, where skill level 1 is the 
highest and skill level 16 is the lowest. 
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-88
GNSTAFFED
(real-time)
2
Database tables2The GNSTAFFED item appears in the following database tables:
Split/skill tables
Current number of greatest need agents that are staffed in SPLIT. 
Available on the R6 ECS and later. 
This is a real-time item.
GOTOCALLS2
Database tables2The GOTOCALLS item appears in the following database tables:
Vector tables
The number of OUTFLOWCALLS that were redirected to another vector 
by way of a go to vector command. Available on Generic 3 switches 
and on the 
DEFINITY ECS.
This is a cumulative item.
GOTOTIME2
Database tables2The GOTOTIME item appears in the following database tables:
Vector tables
The time all GOTOCALLS spent in this vector before being redirected to 
another vector. Available on Generic 3 switches and on the 
DEFINITYECS.
This is a cumulative item.
HDATE1-42
Database tables2The HDATE1-4 items appear in the following database tables:
Current day configuration tables
Date of first (HDATE1), second (HDATE2), third (HDATE3), and fourth 
(HDATE4) days of historical data to be used.