Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-99
I_DA_ACDTIME2
Database tables2The I_DA_ACDTIME item appears in the following database tables:
Split/skill tables
Time during the collection interval that the agent spent talking on direct 
agent ACD calls queued through this split/skill. I_DA_ACDTIME is a 
subset of I_OTHERTIME. Requires a Generic 3 switch with the ASAI or 
EAS feature for direct agent calling.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent spent talking on 
direct agent calls. Does not include HOLDTIME. Requires a Generic 3 
switch with the ASAI or EAS feature for direct agent calling.
This is a cumulative item.
I_DA_ACWTIME2
Database tables2The I_DA_ACWTIME item appears in the following database tables:
Split/skill tables
The time that POSITIONS spent in ACW for direct agent ACD calls 
queued through this split/skill. I_DA_ACWTIME is a subset of 
I_OTHERTIME. Requires a Generic 3 switch with the ASAI or EAS 
feature for direct agent calling.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was doing after call 
work associated with direct agent ACD calls. 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 Items2-100
I_INOCC2
Database tables2The I_INOCC item appears in the following database tables:
Trunk group tables
The total time during the collection interval that ALL trunks in the trunk 
group were occupied by incoming calls. If an incoming call on a 
measured trunk is transferred off the switch, the incoming trunk remains 
in use for the call and accrues trunk holding time until the caller drops or 
the call is released.
This is a cumulative item.
Trunk tables
The total time during the collection interval that the trunk was occupied by 
incoming calls. If an incoming call on a measured trunk is transferred off 
the switch, the incoming trunk remains in use for the call and accrues 
trunk holding time until the caller drops or the call is released.
This is a cumulative item.
I_NORMTIME2
Database tables2The I_NORMTIME item appears in the following database tables:
Split/skill tables
The amount of time in seconds (0-3600) that this skill spent under all 
administered thresholds. Requires a DEFINITY ECS R6 or later with 
EAS.
This is a cumulative item.
I_OL1TIME2
Database tables2The I_OL1TIME item appears in the following database tables:
Split/skill tables
The amount of time, in seconds (0-3600), that the skill spent over 
threshold 1. Requires a DEFINITY ECS R6 or later with EAS. 
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-101
I_OL2TIME2
Database tables2The I_OL2TIME item appears in the following database tables:
Split/skill tables
The amount of time, in seconds (0-3600), that the skill spent over 
threshold 2. Requires a DEFINITY ECS R6 or later with EAS. 
This is a cumulative item.
I_OTHERTIME2
Database tables2The I_OTHERTIME item appears in the following database tables:
Split/skill tables
The time during the collection interval that POSITIONS were doing other 
work. I_OTHERTIME is collected for the time period after the link to the 
switch comes up or after the agent logs in and before the CMS receives 
notification of the agents state from the switch. For Generic 3 switches, 
other work includes: while in Auto-In or Manual-In mode, an agent put 
any call on hold and performed no further action; the agent had a direct 
agent call ringing, was on a direct agent call or in ACW for a direct agent 
call; the agent dialed to place a call or activate a feature; or an extension-
in call rang at the agents voice terminal with no other activity. For 
Generic 3 switches, the other work includes the time agents were logged 
into multiple splits/skills and doing work for a split/skill other than this one 
(with an ACD call ringing, talking on an ACD call, or in ACW for a 
split/skill other than this one). For Generic 3 switches with EAS and 
multiple call handling, agents are available in other, multiple call handling 
skills, but not in this skill. I_OTHERTIME includes I_ACDOTHERTIME, 
I_DA_ACDTIME, and I_DA_ACWTIME.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-102
Agent tables
The time during the collection interval that POSITIONS were doing other 
work. I_OTHERTIME is collected for the time period after the link to the 
switch comes up or after the agent logs in and before the CMS receives 
notification of the agents state from the switch. For Generic 3 switches, 
other work includes: while in Auto-In or Manual-In mode, an agent put 
any call on hold and performed no further action; the agent had a direct 
agent call ringing, was on a direct agent call or in ACW for a direct agent 
call; the agent dialed to place a call or activate a feature; or an extension-
in call rang at the agents voice terminal with no other activity. For 
Generic 3 switches, the other work includes the time agents were logged 
into multiple splits/skills and doing work for a split/skill other than this one 
(with an ACD call ringing, talking on an ACD call, or in ACW for a 
split/skill other than this one). For Generic 3 switches with EAS and 
multiple call handling, agents are available in other, multiple call handling 
skills, but not in this skill. I_OTHERTIME includes I_ACDOTHERTIME, 
I_DA_ACDTIME, and I_DA_ACWTIME.
This is a cumulative item.
I_OUTOCC2
Database tables2The I_OUTOCC item appears in the following database tables:
Trunk group tables
The time during the collection interval that trunks in this trunk group were 
occupied by outgoing calls.
This is a cumulative item.
Trunk tables
The total time during the collection interval that this trunk was occupied 
by outbound calls.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-103
I_RINGTIME2
Database tables2The I_RINGTIME item appears in the following database tables:
Split/skill tables
The time during the collection interval that agents were in the ringing 
state for calls to this split/skill. If the agent changes work modes or 
answers/makes another call instead of answering the ringing call, 
I_RINGTIME will stop accumulating. RINGTIME is the time the caller 
spends ringing and is independent of agent activity. Note: With forced 
multiple call handling (Generic 3 Version 4 and later), if an ACD call rings 
at the agents voice terminal while the agent is talking on another call, 
I_RINGTIME does not accumulate. Available on Generic 3 switches for 
ring tracking.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent had split/skill and 
direct agent ACD calls ringing. If the agent changes work modes or 
makes/receives another call instead of answering the ringing call, 
I_RINGTIME will stop accumulating. RINGTIME is the time the caller 
spends ringing and is independent of agent activity. Available on a 
Generic 3 switch for ring tracking.
This is a cumulative item.
I_STAFFTIME2
Database tables2The I_STAFFTIME item appears in the following database tables:
Split/skill tables
The time during the collection interval that POSITIONS were staffed 
(logged in). I_STAFFTIME = I_AVAILTIME + I_ACDTIME + I_ACWTIME 
+ I_AUXTIME + I_RINGTIME + I_OTHERTIME. I_STAFFTIME includes 
I_ACDTIME, I_ACWTIME, I_AUXTIME, I_AVAILTIME, I_OTHERTIME, 
and I_RINGTIME.
This is a cumulative item.
Agent tables
The time during the collection interval that the agent was staffed (logged 
in) in this split/skill. I_STAFFTIME includes I_AUXTIME, I_AVAILABLE, 
I_ACDTIME, I_ACWTIME, I_DA_ACDTIME, I_DA_ACWTIME, 
I_OTHERTIME, and I_RINGTIME.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-104
I_TAUXTIME2
Database tables2The I_TAUXTIME item appears in the following database tables:
Split/skill tables
The time top agents in this split/skill were in AUX mode. This includes 
time on AUXIN/AUXOUT calls, received or made without an ACD call on 
hold. (Time on AUXIN/AUXOUT calls with an ACD call on hold is tracked 
in I_ACDAUXINTIME and I_ACDAUX_OUTTIME.) Available with a 
Generic 3 switch with the EAS feature for top skills.
This is a cumulative item.
I_TAVAILTIME2
Database tables2The I_TAVAILTIME item appears in the following database tables:
Split/skill tables
The time top agents in this split/skill were available to receive calls for this 
split/skill. Available with a Generic 3 switch with the EAS feature for top 
skills.
This is a cumulative item.
I_TOTHERTIME2
Database tables2The I_TOTHERTIME item appears in the following database tables:
Split/skill tables
Time, in seconds, that top agents spent in the OTHER state. Available on 
the 
DEFINITY ECS R6 and later.
This is a cumulative item.
II_DIGITS2
Database tables2The II_DIGITS item appears in the following database tables:
Malicious call trace exception table
Information Indicator digits. Indicates type of originating line the call used.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-105
ILN2
Database tables2The ILN item appears in the following database tables:
VDN tables
Internal line number (ILN) of the VDN extension. The ILN is used 
internally by the CMS to track data about a VDN.
This is an administrative item.
INACW (real-
time)
2
Database tables2The INACW (real-time) item appears in the following database tables:
Split/skill tables
The current number of POSITIONS that are in ACW for this split/skill. 
This includes agents on ACWIN/ACWOUT calls as well as agents in 
ACW not associated with an ACD call. It does not include agents in ACW 
for direct agent ACD calls. INACW includes ONACWIN and 
ONACWOUT.
This is a status item.
INAUX (real-
time)
2
Database tables2The INAUX (real-time) item appears in the following database tables:
Split/skill tables
The current number of POSITIONS that are in AUX work for all 
splits/skills, or on AUXIN/AUXOUT calls. INAUX = INAUX0 + INAUX1 + 
INAUX2 + INAUX3 + INAUX4 + INAUX5 + INAUX6 + INAUX7 + INAUX8 
+ INAUX9 INAUX includes INAUX0, INAUX1-9, ONACDAUXOUT, 
ONAUXIN, and ONAUXOUT.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-106
INAUX0
(real-time)
2
Database tables2The INAUX0 item appears in the following database tables:
Split/skill tables
The current number of POSITIONS that are in AUX with reason code 0 
(zero) for all splits/skills including 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, INAUX0 will be the same as INAUX.
This is a status item.
INAUX1-9
(real-time)
2
Database tables2The INAUX1-9 item appears in the following database tables:
Split/skill tables
The current number of POSITIONS that are in AUX with the reason 
codes 1-9 for all splits/skills including agents on AUXIN/AUXOUT calls. 
Available on the ECS and later.
This is a status item.
INBOUND 
(real-time)
2
Database tables2The INBOUND (real-time) item appears in the following database tables:
Trunk group tables
The current number of trunks in the trunk group that are busy on inbound 
calls.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-107
INCALLS2
Database tables2The INCALLS item appears in the following database tables:
Trunk group tables
The number of inbound calls that were carried by this TKGRP and that 
completed during the collection interval. INCALLS includes ABNCALLS, 
ACDCALLS, OTHERCALLS, CONNECTCALLS, and TRANSFERRED. 
INCALLS = ACDCALLS + ABNCALLS + OTHERCALLS.
This is a cumulative item.
Trunk tables
The number of inbound calls carried by this trunk that completed during 
the collection interval. This includes calls with short holding times 
(SHORTCALLS) but does not include calls that had a trunk failure 
(FAILURES). INCALLS = ABNCALLS + ACDCALLS + OTHERCALLS
This is a cumulative item.
Vector tables
The number of inbound calls that were processed by this vector. 
INCALLS includes ABNCALLS, RINGCALLS, INFLOWCALLS, and 
OTHERCALLS. INCALLS = ACDCALLS + ABNCALLS + OTHERCALLS
This is a cumulative item.
VDN tables
Number of inbound calls that were directed to this VDN. INCALLS 
includes ABNCALLS, INFLOWCALLS, OTHERCALLS, RETURNCALLS, 
and RINGCALLS (which includes ACDCALLS). INCALLS = ABNCALLS 
+ ACDCALLS + OTHERCALLS
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-108
INCOMPLETE2
Database tables2The INCOMPLETE item appears in the following database tables:
Split/skill tables
Indicates whether or not data is complete for this collection interval. Data 
is incomplete whenever the link goes down and whenever tracking is 
aborted for calls, due to trunk failures, the trunk going maintenance busy 
with a call active (Generic 3 switches), protocol failures with data 
collection active, or when split/skill or VDN call profile is changed with 
data collection active. The value for interval tables indicates whether data 
is incomplete for the interval (0 = NO, 1 = YES). The value in the daily, 
weekly, and monthly tables indicates the number of incomplete intervals 
in the day, week, or month.
This is a cumulative item.
Agent tables
This indicates whether or not data is complete for this collection interval. 
Data is incomplete whenever the link goes down and whenever tracking 
is aborted for calls, due to trunk failures, the trunk going maintenance 
busy with a call active (Generic 3), protocol failures with data collection 
active, or when split/skill or VDN call profile is changed with data 
collection active.
The value for interval tables indicates whether data is incomplete for the 
interval (0 = NO, 1 = YES). The value in the daily, weekly, and monthly 
tables indicates the number of incomplete intervals in the day, week, or 
month. Changing split/skill or VDN call profile data while data collection is 
active only affects the respective split/skill or VDN data.
This is a cumulative item.
Trunk group tables
This indicates whether or not data is complete for this collection interval. 
Data is incomplete whenever the link goes down and whenever tracking 
is aborted for calls, due to trunk failures, the trunk going maintenance 
busy with a call active (Generic 3), protocol failures with data collection 
active, or when split/skill or VDN call profile is changed with data 
collection active. The value for interval tables indicates whether data is 
incomplete for the interval (0 = N0, 1 = YES). The value in the daily, 
weekly, and monthly tables indicates the number of incomplete intervals 
in the day, week, or month.
This is a cumulative item.