Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-109
Trunk 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. 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.
Vector 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 and the ECS), 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.
VDN 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 and the ECS), protocol failures with data 
collection active, or when the 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. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-110
Call work codes tables
This indicates whether or not data is complete for this 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 collection 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. 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.
INFLAG2
Database tables2The INFLAG item appears in the following database tables:
Agent login/logout tables
If not null, indicates that agent was already logged in when the link came 
up. Values are NULL and 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-111
For Generic 3 with vectoring, calls answered by an agent in a non- 
primary split/skill are counted as inflows to that split/skill. Calls that 
abandon from ringing at an agents voice terminal in a non- primary 
split/skill are also counted as inflows to that skill.
On Generic 3 Version 2 and newer switches, calls that ring at an agent in 
this split/skill and then requeue to the same split/skill by the Redirection 
on No Answer to a Split/Skill feature are counted as inflows.
This is a cumulative item.
Vector tables
The number of calls that were redirected to this vector by way of a go to 
vector or a route to VDN command, or by redirection on no answer to a 
VDN.
This is a cumulative item.
VDN tables
The number of calls that were redirected into the VDN by way of a route 
to VDN command, or by Redirection on No Answer to this VDN.
This is a cumulative item.
INPROGRESS 
(real-time)
2
Database tables2The INPROGRESS (real-time) item appears in the following database 
tables:
Vector tables
The current number of inbound calls that are being processed by this 
VECTOR until the disposition of the call is known. Calls are no longer 
counted as in progress on the vector when they have been answered, 
abandoned, outflowed from the vector, at the beginning of forced busy, or 
dropped on a forced disconnect. INPROGRESS includes INQUEUE and 
INRING.
This is a status item.
VDN tables
The current number of inbound calls that are associated with this VDN. 
Calls are considered to be in progress in the VDN until they route to 
another VDN, route off the switch, are transferred, or the trunk carrying 
them goes idle. INPROGRESS includes ATAGENT and INVECTOR.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-112
INQUEUE
(real-time)
2
Database tables2The INQUEUE (real-time) item appears in the following database tables:
Split/skill tables
Current number of split/skill ACD calls waiting in queue.
This is a status item.
Vector tables
The current number of INPROGRESS calls that are in split/skill or direct 
agent ACD queues.
This is a status item.
VDN tables
The current number of INPROGRESS calls that are in a split/skill or 
direct agent ACD queues.
This is a status item.
INRING (real-
time)
2
Database tables2The INRING (real-time) item appears in the following database tables:
Split/skill tables
Current number of split/skill ACD calls which are ringing at agent 
positions for this split/skill. Available on Generic 3 switches for ring 
tracking.
This is a status item.
Vector tables
The current number of INPROGRESS split/skill and direct agent ACD 
calls that are ringing at an agent position. Available on Generic 3 
switches and on the ECS.
This is a status item.
VDN tables
The current number of INPROGRESS split/skill and direct agent ACD 
calls that are ringing at an agent position. Available on Generic 3 
switches and on the ECS.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-113
INTERFLOW-
CALLS
2
Database tables2The INTERFLOWCALLS item appears in the following database tables:
Split/skill tables
Number of OUTFLOWCALLS that were redirected to a destination 
outside the switch.
This is a cumulative item.
Vector tables
Number of OUTFLOWCALLS that were directed to an off- switch 
location. INTERFLOWCALLS includes LOOKFLOWCALLS.
This is a cumulative item.
VDN tables
The number of OUTFLOWCALLS that were redirected to a destination 
outside the switch. INTERFLOWCALLS includes LOOKFLOWCALLS.
This is a cumulative item.
INTIME2
Database tables2The INTIME item appears in the following database tables:
Trunk group tables
The trunk holding time for all INCALLS carried by trunks in this trunk 
group that completed during the collection interval. Trunk holding time is 
the time from the initial trunk seizure until the trunk goes idle (that is, until 
the caller drops, the agent releases the call, or the switch disconnects the 
call). 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. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-114
Trunk tables
The trunk holding time for all INCALLS carried by this trunk that 
completed during the collection interval. Trunk holding time is the time 
from the initial trunk seizure until the trunk goes idle (that is, until the 
caller drops, the agent releases the call, or the switch disconnects the 
call). 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.
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.
This is a cumulative item.
VDN tables
The time spent by INCALLS in this VDN. INTIME = ACDTIME + 
ABNTIME + ANSTIME + HOLDTIME + OTHERTIME. 
This is a cumulative item.
INTRVL2
Database tables2The INTRVL item appears in the following database tables:
Split/skill tables
Number of minutes in the intrahour interval (15, 30, or 60). INTRVL 
applies to intrahour tables only.
This is an administrative item.
Agent tables
The number of minutes in the intrahour interval (15, 30, or 60). INTRVL 
applies to intrahour intervals only.
This is an administrative item.
Trunk group tables
The number of minutes in the intrahour interval (15, 30, or 60). INTRVL 
applies to intrahour tables only.
This is an administrative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-115
Trunk tables
The number of minutes in the intrahour interval (15, 30, or 60). INTRVL 
applies to intrahour intervals only.
This is an administrative item.
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 ECS.
This is an administrative item.
VDN tables
The number of minutes in the timed period (15, 30, or 60). INTRVL 
applies to intrahour tables only.
This is an administrative item.
Call work codes tables
The number of minutes in the intrahour interval (15, 30, or 60). INTRVL 
applies to intrahour tables only.
This is an administrative item.
Current day report tables
Length of intrahour interval (15, 30, or 60). INTRVL applies to intrahour 
tables only.
INVECTOR 
(real-time)
2
Database tables2The INVECTOR (real-time) item appears in the following database 
tables:
VDN tables
The current number of INPROGRESS calls that are being processed by 
a vector. Calls that are in queue and calls that are ringing are still counted 
as INVECTOR. Calls are no longer counted as INVECTOR when they 
connect to a station, are answered by an agent, abandon, or outflow from 
the VDN. INVECTOR includes INQUEUE and INRING.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-116
ITN (index)2
Database tables2The ITN (index) item appears in the following database tables:
Trunk tables
The internal trunk number of the trunk.
This is a row identifier item.
KEYBD_DIALED2
Database tables2The KEYBD_DIALED item appears in the following database tables:
Agent trace tables
Call was keyboard dialed. Available on Generic 3 switches with the ASAI 
feature.
LASTCWC2
Database tables2The LASTCWC item appears in the following database tables:
Call record tables
The last call work code (up to 16 digits) entered by the answering agent 
in this segment. Applies to Generic 3 switches and the ECS only.
LASTDIGITS2
Database tables2The LASTDIGITS item appears in the following database tables:
Call record tables
Last set of collected digits sent to the CMS by the switch for this call. 
These are digits the switch sends to CMS when it executes a collect 
vector command. The digits may be digits the caller was prompted to 
enter, either through the prompting feature on the switch or through 
network-prompted digits (caller-entered digits (CED)), customer 
database-provided digits (CDPD from the network), or digits collected 
through a converse vector command. Available on ECS switches. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-117
LASTOBSERVER2
Database tables2The LASTOBSERVER item appears in the following database tables:
Call record tables
Login ID of the last agent who service-observed or bridged on to this call.
LEVEL
(real-time)
2
Database tables2The LEVEL item appears in the following database tables:
Agent tables
The skill level (1-16) or reserve level (1 or 2) for a reserve skill associated 
with SPLIT. Requires an R5 or R6 or later ECS with EAS.
This is a status item.
LOC_ID2
Database tables2The LOC_ID item appears in the following database tables:
Agent tables
The equipment location ID associated with a particular agent. This is the 
location ID of the terminal the agent is logged into. It is associated with a 
port network location ID on DEFINITY, and is 1 – 44 characters long. An 
agent can be associated with many location IDs, and a location ID is not 
assigned to an agent until that agent logs into a terminal.
Agent Login/Logout table
The equipment location ID associated with a particular agent. This is the 
location ID of the terminal the agent is logged into. It is associated with a 
port network location ID on DEFINITY, and is 1 – 44 characters long. An 
agent can be associated with many location IDs, and a location ID is not 
assigned to an agent until that agent logs into a terminal. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-118
Agent Trace table
The equipment location ID associated with a particular agent. This is the 
location ID of the terminal the agent is logged into. It is associated with a 
port network location ID on DEFINITY, and is 1 – 44 characters long. An 
agent can be associated with many location IDs, and a location ID is not 
assigned to an agent until that agent logs into a terminal.
Trunk tables
The DEFINITY location ID, 1– 44 characters long, associated with the 
trunk. The location ID is not directly assigned to a trunk, but is assigned 
to a port network location on DEFINITY. Each trunk whose equipment 
location belongs to a specific port network will be associated with that 
post networks location ID.
LOGID2
Database tables2The LOGID item appears in the following database tables:
Agent tables
This is an index item.
The Login ID that was used to staff the EXTENSION. Agents in multiple 
splits/skills have one LOGID.
This is an administrative item.
Trunk tables
This is a real-time item.
The Login ID of the agent handling the call currently carried by this trunk. 
This is blank (NULL) when the trunk is idle.
This is a status item.
Agent trace tables
This is an index item.
Login ID that was used to staff the EXTENSION. Agents in multiple 
splits/skills have one LOGID.
Agent login/logout tables
Login ID that was used to staff the EXTENSION. Agents in multiple 
splits/skills have one LOGID.
Agent exception tables
Login ID of the agent who had the exception.
This is a cumulative.