Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-129
Agent tables
The number of split/skill and direct agent ACD calls that rang at this 
agents voice terminal and then were automatically redirected by the 
Redirection on No Answer feature because they were not answered. 
Split/skill ACD calls are requeued to the split/skill or VDN, direct agent 
ACD calls are redirected to the agents coverage path. Redirection On No 
Answer to a split/skill is available on 
DEFINITY ECS or Generic 3 Version 
2 or later switches. Redirection On No Answer to a VDN is only available 
on 
DEFINITY ECS.
This is a cumulative item.
VDN tables
Number of split/skill and direct agent ACD calls that rang at agent 
stations and then were automatically redirected by the Redirection on No 
Answer feature because they were not answered. Available on Generic 3 
Version 2 and newer switches and on the ECS.
This is a cumulative item.
NUMAGREQ2
Database tables2The NUMAGREQ item appears in the following database tables:
Current day report tables
Number of agents required to handle FCALLS.
NUMINUSE 
(real-time)
2
Database tables2The NUMINUSE (real-time) item appears in the following database 
tables:
Trunk group tables
The current number of TRUNKS that are busy (on calls or maintenance 
busy). NUMINUSE = INBOUND + OUTBOUND + MBUSY
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-130
NUMTGS2
Database tables2The NUMTGS item appears in the following database tables:
VDN tables
Number of trunk groups assigned to this VDN.
This is an administrative item.
NUMVDNS2
Database tables2The NUMVDNS item appears in the following database tables:
Vector tables
The current number of VDNs that are assigned to this VECTOR.
This is an administrative item.
O_ABNCALLS2
Database tables2The O_ABNCALLS item appears in the following database tables:
Split/skill tables
The number of ABNCALLS that were placed by an adjunct, that is, the 
number of outbound predictive dialing calls that were abandoned by the 
far end. O_ABNCALLS is a subset of ABNCALLS. Available for outbound 
calls on Generic 3 switches with the ASAI feature.
This is a cumulative item.
Trunk group tables
The number of OUTCALLS on this trunk group that were offered by an 
adjunct as split/skill or direct agent ACD calls and were answered then 
abandoned by the far end. Available on Generic 3 switches with the ASAI 
feature.
This is a cumulative item.
Trunk tables
The number of OUTCALLS on this trunk that were offered by an adjunct 
as split/skill or direct agent ACD calls and were answered then 
abandoned by the far end before talking to an agent. Available on 
Generic 3 switches with the ASAI feature.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-131
O_ACDCALLS2
Database tables2The O_ACDCALLS item appears in the following database tables:
Split/skill tables
The number of ACDCALLS that were placed by an adjunct (outbound 
predictive dialing). O_ACDCALLS includes DA_ACDCALLS. Available 
for outbound calls on Generic 3 switches with the ASAI feature.
This is a cumulative item.
Agent tables
The number of ACDCALLS and DA_ACDCALLS that were placed by an 
adjunct (predictive dialing). Available for outbound calling on a Generic 3 
switch with the ASAI feature.
This is a cumulative item.
Trunk group tables
The number of OUTCALLS from this trunk group that were offered by an 
adjunct to one or more splits/skills and were answered by an agent. 
Available on Generic 3 switches with the ASAI feature.
This is a cumulative item.
Trunk tables
The number of OUTCALLS from this trunk that were offered by an 
adjunct as split/skill or direct agent ACD calls and were answered by an 
agent. Available on Generic 3 switches with the ASAI feature.
This is a cumulative item.
O_ACDTIME2
Database tables2The O_ACDTIME item appears in the following database tables:
Split/skill tables
The talk time of all O_ACDCALLS (does not include time calls spent on 
hold). Available for outbound calls on Generic 3 switches with the ASAI 
feature. ACDTIME includes O_ACDTIM E.
This is a cumulative item.
Agent tables
The talk time of all O_ACDCALLS (does not include time calls spent on 
hold). This time is included in ACDTIME. Available for outbound calling 
on Generic 3 switches with the ASAI feature.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-132
O_ACWTIME2
Database tables2The O_ACWTIME item appears in the following database tables:
Split/skill tables
The duration of all after call work associated with O_ACDCALL status. 
Available for outbound calls on Generic 3 switches with the ASAI feature. 
O_ACWTIME is included in ACWTIME.
This is a cumulative item.
Agent tables
The duration of all ACW associated with O_ACDCALLS. O_ACWTIME is 
included in ACWTIME. Available for outbound calling on Generic 3 
switches with the ASAI feature.
This is a cumulative item.
O_OTHER-
CALLS
2
Database tables2The O_OTHERCALLS item appears in the following database tables:
Split/skill tables
The number of outbound calls queued to this split/skill that were not 
answered or abandoned as ACD split/skill calls. These include forced 
busy calls and calls with unknown dispositions. Available for outbound 
calls on Generic 3 switches with the ASAI feature.
This is a cumulative item.
Trunk group tables
The number of OUTCALLS on this trunk group that were not answered or 
abandoned as ACD split/skill calls. These include extension out calls, 
calls forced busy and forced disconnected, short outgoing calls, and calls 
with unknown dispositions. O_OTHERCALLS includes SHORTCALLS.
This is a cumulative item.
Trunk tables
The number of OUTCALLS on this trunk that were not answered as ACD 
split/skill calls or abandoned. These include extension out calls, forced 
busy calls, short outgoing calls, and calls with unknown dispositions. 
O_OTHERCALLS includes SHORTCALLS.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-133
OBSERVING-
CALL
2
Database tables2The OBSERVINGCALL item appears in the following database tables:
Call record tables
Whether this call represents an agent observing or bridging on to an 
existing call. Valid values for OBSERVINGCALL are 0=NO, 1=YES.
OBSLOCID2
Database tables2The OBSLOCID item appears in the following database tables:
Call record tables
The location ID of an agent observing or bridging on to an existing call.
OLDESTCALL 
(real-time)
2
Database tables2The OLDESTCALL (real-time) item appears in the following database 
tables:
Split/skill tables
The number of seconds the oldest split/skill ACD call has waited in queue 
or ringing.
This is a status item.
VDN tables
Number of seconds that the oldest call waited to be answered ringing in 
this VDN.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-134
OLDEST_LOG-
ON (real-time)
2
Database tables2The OLDEST_LOGON (real-time) item appears in the following database 
tables:
Agent tables
The split/skill the agent has been logged into the longest. For Generic 3 
switches with EAS, this is always the first administered skill.
This is a status item.
ONACD (real-
time)
2
Database tables2The ONACD (real-time) item appears in the following database tables:
Split/skill tables
The current number of POSITIONS that are on inbound and outbound 
ACD calls to this split/skill. ONACD includes ONACDOUT.
This is a status item.
ONACDAUXOUT 
(real-time)
2
Database tables2The ONACDAUXOUT (real-time) item appears in the following database 
tables:
Split/skill tables
The current number of POSITIONS that are on AUXOUT calls with an 
ACD call on hold for this split/skill. For 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 status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-135
ONACDOUT 
(real-time)
2
Database tables2The ONACDOUT (real-time) item appears in the following database 
tables:
Split/skill tables
The current number of POSITIONS that are on outbound calls placed by 
an adjunct to this split/skill. Available for outbound calls on Generic 3 
switches with the ASAI feature.
This is a status item.
ONACWIN 
(real-time)
2
Database tables2The ONACWIN (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 and 
on inbound extension calls. These agents also appear in INACW. 
ONACWIN 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 status item.
ONACWOUT 
(real-time)
2
Database tables2The ONACWOUT (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 and 
on outbound extension calls. These agents also appear in INACW. 
ONACWOUT 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 status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-136
ONAUXIN 
(real-time)
2
Database tables2The ONAUXIN (real-time) item appears in the following database tables:
Split/skill tables
The current number of POSITIONS that are in AUX work or AVAILABLE, 
or, for Generic 3 switches, including agents who have an ACD or 
AUXIN/AUXOUT call on hold, and on inbound extension calls, where 
SPLIT is OLDEST LOGON.
This is a status item.
ONAUXOUT
(real-time)
2
Database tables2The ONAUXOUT (real-time) item appears in the following database 
tables:
Split/skill tables
The current number of POSITIONS that are in AUX work or AVAILABLE 
or, for Generic 3 switches, including agents who have an ACD or 
AUXIN/AUXOUT call attributed to this split/skill on hold, and on outbound 
extension calls.
This is a status item.
ONHOLD
(real-time)
2
Database tables2The ONHOLD (real-time) item appears in the following database tables:
Split/skill tables
The current number of split/skill ACD calls for this split/skill that are on 
hold at agent positions. For Generic 3 switches, ONHOLD includes all 
calls. Available on Generic 3 switches.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-137
Agent tables
The current number of calls for any split/skill on hold at the agents 
station. ONHOLD includes ACDONHOLD. For Generic 3 switches, 
ONHOLD includes all calls. 
This is a status item.
ORIGHOLDTIME2
Database tables2The ORIGHOLDTIME item appears in the following database tables:
Call record tables
The total time the call was put on hold by the originating agent. Requires 
the 
DEFINITY ECS R6 and later.
ORIGIN (real-
time)
2
Database tables2The ORIGIN (real-time) item appears in the following database tables:
Agent tables
The outbound call origination for the call the agent is currently talking on 
for any split/skill. Valid values for ORIGIN are blank, PHONE, and 
KEYBOARD (adjunct-dialed).
This is a status item.
ORIGLOCID2
Database tables2The ORIGLOCID item appears in the following database tables:
Call record tables
The location ID of the agent originating the call. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-138
ORIGLOGIN2
Database tables2The ORIGLOGIN item appears in the following database tables:
Call record tables
Login ID of the agent originating the call. This is used for calls an agent 
originates to another agent, to an on-switch extension, or to an external 
destination.
ORIGREASON2
Database tables2The ORIGREASON item appears in the following database tables:
Call record tables
The reason code (0 through 9) associated with the originating agents 
mode, if the agent is in the AUX mode. For agents in AUX on switches 
with releases prior to the ECS or switches that do not have EAS and 
reason codes active, ORIGREASON is always 0.
OTHER (real-
time)
2
Database tables2The OTHER (real-time) item appears in the following database tables:
Split/skill tables
The current number of POSITIONS doing OTHER work. Agent 
POSITIONS will show up in OTHER directly after the link to the switch 
comes up and directly after the agents log in before the CMS is notified of 
the agents work state.
For Generic 3 switches, other work includes: while in Auto-In or Manual-
In mode, an agent put any call on hold and perform no further action; the 
agent is on a direct agent call or in ACW for a direct agent call; the agent 
is dialing to place a call or to activate a feature; an extension call or a 
direct agent ACD call is ringing with no other activity.
For Generic 3 switches without EAS, agents are logged into multiple 
splits and doing work for a split other than this one (on an ACD call, in 
ACW, or on a personal call attributed to a split other than this one.