Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-139
For Generic 3 switches with EAS, agents are logged into multiple splits 
and doing work for a split other than this one (on an ACD call or in call-
related ACW).
For Generic 3 switches with multiple call handling, agents are available 
for other skills.
This is a status item.
OTHERCALLS2
Database tables2The OTHERCALLS item appears in the following database tables:
Split/skill tables
The number of calls offered to this split/skill that did not abandon and 
were not answered by an ACD agent for this split/skill. OTHERCALLS = 
BUSYCALLS + DISCCALLS + OUTFLOWCALLS + DEQUEUECALLS
This is a cumulative item.
Trunk group tables
The number of INCALLS carried by this trunk group that were not 
answered as split/skill or direct agent ACD calls or abandoned. These 
include forced busy calls, forced disconnect calls, calls that were 
connected to a non-ACD destination, short inbound calls, calls that 
outflowed off the switch, and calls with unknown dispositions. 
OTHERCALLS includes BUSYCALLS, DISCCALLS, SHORTCALLS, and 
CONNECTCALLS. OTHERCALLS = INCALLS - ACDCALLS - 
ABNCALLS.
This is a cumulative item.
Trunk tables
The number of INCALLS carried by this trunk that were not answered as 
split/skill or direct agent ACD calls or abandoned. These include forced 
busy calls, forced disconnect calls, calls that were connected to a non-
ACD destination, short inbound calls, and calls with unknown 
dispositions. OTHERCALLS includes BUSYCALLS, DISCCALLS, 
SHORTCALLS and CONNECTCALLS. OTHERCALLS = INCALLS - 
ACDCALLS - ABNCALLS
This is a status item. 
						

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Vector tables
The number of INCALLS that were redirected out of the vector, given a 
busy signal, or were disconnected. OTHERCALLS includes 
BUSYCALLS, DISCCALLS, and OUTFLOWCALLS. OTHERCALLS = 
INCALLS - ACDCALLS - ABNCALLS
This is a status item.
VDN tables
Number of calls that were given a forced busy, forced disconnect, or 
outflowed from the switch, and non-ACD calls that were answered 
(CONNECTCALLS). OTHERCALLS includes BUSYCALLS, 
CONNECTCALLS, DISCCALLS, and OUTFLOWCALLS. OTHERCALLS 
= INCALLS - ACDCALLS - ABNCALLS
This is a cumulative item.
OTHERTIME2
Database tables2The OTHERTIME item appears in the following database tables:
Split/skill tables
The time OTHERCALLS waited in queue until the disposition was known 
and the call left the split/skill. Note: OTHERTIME relates to time for 
OTHERCALLS and is not related to I_OTHERTIME, which is the time 
agents spent in the OTHER state. OTHERTIME = BUSYTIME + 
DEQUETIME + DISCTIME + OUTFLOWTIME.
This is a cumulative item.
Vector tables
The time OTHERCALLS spent in the vector until the disposition was 
known and the call left the vector. OTHERTIME includes BUSYTIME, 
DISCTIME, and OUTFLOWTIME.
This is a cumulative item.
VDN tables
Duration of all OTHERCALLS until the calls leave the VDN (the calls 
drop, are sent to another VDN, are transferred, or are sent outside the 
switch). OTHERTIME includes BUSYTIME, CONNECTTIME, 
CONNTALKTIME, DISCTIME, and OUTFLOWTIME.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
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OUTBOUND 
(real-time)
2
Database tables2The OUTBOUND (real-time) item appears in the following database 
tables:
Trunk group tables
The current number of trunks in this trunk group that are busy on 
outbound calls. OUTBOUND includes ADJUNCTOUT.
This is a status item.
OUTCALLS2
Database tables2The OUTCALLS item appears in the following database tables:
Trunk group tables
The number of outbound calls that were carried by this TKGRP and were 
completed during the collection interval. OUTCALLS includes 
COMPLETED, O_ABNCALLS, O_ACDCALLS, O_OTHERCALLS, 
TRANSFERRED, and SHORTCALLS. OUTCALLS = O_ACDCALLS + 
O_ABNCALLS + O_OTHERCALLS.
This is a cumulative item.
Trunk tables
The number of outbound calls that were carried by the trunk and were 
completed during the collection interval. OUTCALLS includes 
COMPLETED, O_ABNCALLS, O_ACDCALLS, O_OTHERCALLS, 
TRANSFERRED and SHORTCALLS. OUTCALLS = O_ACDCALLS + 
O_ABNCALLS + O_OTHERCALLS
This is a cumulative item.
OUTFLAG2
Database tables2The OUTFLAG item appears in the following database tables:
Agent login/logout tables
If not null, indicates that the agent logged out while the link was down. 
Values are NULL and >. 
						

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OUTFLOW-
CALLS
2
Database tables2The OUTFLOWCALLS item appears in the following database tables:
Split/skill tables
Number of CALLSOFFERED that were redirected to another destination 
while queued to this split/skill. This can happen under different 
circumstances, depending on the switch release and on whether 
vectoring is active or not. For Generic 3 switches without vectoring, this is 
the number of CALLSOFFERED that were redirected to another 
destination while queued to this split/skill.
This can happen if:
lthe call intraflowed or interflowed.
lthe split/skill call forwarding was active.
la ringing ACD call was answered using call pickup.
la ringing ACD call redirected on no answer.
For Generic 3 switches with vectoring, the number of outflow calls are 
counted if:
la ringing ACD call redirected on no answer.
lthe call rang at an agent in this split/skill and was answered using 
call pickup.
lthe call was routed to another VDN.
lthe call routed to a number or digits.
lthe call queued to a messaging split/skill.
lthe call queued to this split/skill as the primary split/skill and was 
answered by an agent in another split/skill, rang at an agent in 
another split/skill and then abandoned or was redirected by the 
Redirection on No Answer feature (for Generic 3 Version 2 and later 
switch releases).
For Generic 3 Version 2 switches, this is the number of CALLSOFFERED 
that were redirected to another destination while queued to this split/skill. 
This can happen by requeueing to the same split/skill via the Redirect on 
No Answer feature.
OUTFLOWCALLS includes INTERFLOWCALLS, NOANSREDIR, and 
SLVLOUTFLOWS.
This is a cumulative item. 
						

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Vector tables
The number of INCALLS that were redirected to another destination by 
way of a go to vector command or by a route to or adjunct routing 
command to a destination other than a split/skill or direct agent. (Calls 
that route to a split/skill or direct agent by way of a route to, adjunct 
routing, or messaging split/skill command are still tracked in the 
vector.) OUTFLOWCALLS includes GOTOCALLS and 
INTERFLOWCALLS.
This is a cumulative item.
VDN tables
Number of INCALLS that were redirected to another VDN or to a 
destination outside the switch by way of a route to or adjunct routing 
command, or were redirected to another VDN by the Redirect on No 
Answer feature. Note that calls are only counted as outflows from the 
VDN when they are redirected to another VDN or to an off-switch 
destination. Calls in the VDN that route to other destinations, such as 
split/skills or extensions, are not counted as outflows from the VDN. 
OUTFLOWCALLS includes INTERFLOWCALLS and SLVLOUTFLOWS.
This is a cumulative item.
OUTFLOWTIME2
Database tables2The OUTFLOWTIME item appears in the following database tables:
Split/skill tables
The time all OUTFLOWCALLS waited in queue or ringing before being 
redirected.
This is a cumulative item.
Vector tables
Time all OUTFLOWCALLS spent in the VECTOR before being 
redirected. OUTFLOWTIME includes GOTOTIME.
This is a cumulative item.
VDN tables
Time all OUTFLOWCALLS spent in the VDN before being redirected.
This is a cumulative item. 
						

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OUTTIME2
Database tables2The OUTTIME item appears in the following database tables:
Trunk group tables
The trunk holding time for all OUTCALLS 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 far end drops, the agent releases the call, or the switch disconnects 
the call). OUTTIME includes SETUPTIME.
This is a cumulative item.
Trunk tables
The trunk holding time for all OUTCALLS 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 far 
end drops, the agent releases the call, or the switch disconnects the call).
This is a cumulative item.
PENDINGSPLIT 
(real-time)
2
Database tables2The PENDINGSPLIT (real-time) item appears in the following database 
tables:
Agent tables
The split or skill to which the agent will be moved. The move is pending 
until the agent is idle. In the case of a change of multiple skills in one 
request, PENDINGSPLIT is set to the first new skill for the agent. It is 
possible for PENDINGSPLIT to be blank or 0, even when 
MOVEPENDING is set. This can happen when the link to the switch 
comes up and a move is already pending for an agent. Available on 
Generic 3 Version 4 and newer Generic 3 switches.
This is a status item. 
						

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PERCENT
(real-time)
2
Database tables2The PERCENT (real-time) item appears in the following database tables:
Agent tables
The agents percent allocation (0-100) for a skill. Requires a DEFINITY 
ECS R6 or later with EAS. 
This is a status item.
PERIOD 1-92
Database tables2The PERIOD 1-9 item appears in the following database tables:
Split/skill tables
The length, in seconds, of each service level increment as defined in the 
Call Center Administration: Split/Skill Call Profile window. Each increment 
represents a progressively longer wait time. 
CentreVu CMS counts 
answered or abandoned calls that wait beyond the last increment 
(PERIOD9) in either ACDCALLS10 or ABNCALLS10.
This is an administrative item.
VDN tables
Length, in seconds, of each service level increment as defined in the Call 
Center Administration. Each increment represents a progressively longer 
wait time. 
CentreVu CMS counts answered or abandoned calls that wait 
beyond the last increment (PERIOD9) in ANSCONNCALLS10.
This is an administrative item.
PERIODCHG2
Database tables2The PERIODCHG item appears in the following database tables:
Split/skill tables
Indicates whether or not service level increments PERIOD1-9 (as defined 
on the Call Center Administration: Split/Skill Call Profile window) changed 
during the collection interval. Valid values for PERIODCHG are 1 = YES 
and 0= NO.
This is an administrative item. 
						

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VDN tables
This indicates whether or not service level increments PERIOD1 through 
PERIOD9 (as defined on the Call Center Administration: VDN Call Profile 
window) changed during the data collection interval. Valid values for 
PERIODCHG are 1 = YES and 0 = NO.
This is an administrative item.
PHANTOMABNS2
Database tables2The PHANTOMABNS item appears in the following database tables:
Split/skill tables
The number of split/skill ACD calls with talk time less than the value of the 
phantom-abandoned call timer. Available on Generic 3 and newer 
switches.
This is a cumulative item.
Agent tables
The number of ACD calls with talk time less than the value of the 
phantom- abandoned call timer. Available on Generic 3 switches.
This is a cumulative item.
Vector tables
The number of split/skill and direct agent ACD calls and calls that routed 
to an agent or extension with talk time less than the value of the phantom 
abandoned call timer. Available on Generic 3 and newer switches.
This is a cumulative item.
VDN tables
Number of split/skill and direct agent ACD calls and calls that routed to an 
agent or extension with talk time of less than the value set for the 
phantom abandoned call timer. Available on Generic 3 and newer 
switches.
This is a cumulative item. 
						

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POSITION 
(index)
2
Database tables2The POSITION (index) item appears in the following database tables:
Agent tables
The position number associated with this EXTENSION. Agents in 
multiple splits (without EAS) have more than one POSITION. Agents in 
multiple skills (with EAS) have a single POSITION.
POSITIONS2
Database tables2The POSITIONS item appears in the following database tables:
Split/skill tables
The current number of agent positions that are assigned to this SPLIT 
(non-EAS) or current number of agent positions logged into this skill 
(EAS).
This is an administrative item.
PREFERENCE2
Database tables2The PREFERENCE item appears in the following database tables:
Agent tables
The agents call handling preference. Valid values are blank, skill level 
(LVL), greatest need (NEED), or percent (PCNT). Requires an R5 or R6 
ECS or later with EAS.
This is a status item.
Agent Login/Logout tables
The agents call handling preference. Values are NEED (greatest need) 
LVL (skill level), and PCNT (percent allocation). Requires a DEFINITY 
ECS R5 or R6 or later with EAS. PCNT is only available on the ECS R6 
or later.  
						

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PRIORITY 
(real-time)
2
Database tables2The PRIORITY (real-time) item appears in the following database tables:
Trunk tables
The priority at which call was queued. Without vectoring, the values are 
YES, NO, or as defined in Dictionary. With vectoring, the values are 
LOW, MED, HIGH, TOP, or as defined in Dictionary. This is blank (NULL) 
when the call is dequeued (when the call rings at an agent, outflows or 
dequeues from the split/skill, the call abandons from queue, the call gets 
a forced busy or a forced disconnect). Generic 3 switches with vectoring 
use MED for no priority and HIGH for priority calls that queue directly 
to a split/skill without going through a vector, and calls that queue to a 
split/skill by route to number or messaging split/skill vector 
commands.
This is a status item.
PRIORITY2-3
(real-time)
2
Database tables2The PRIORITY2-3 (real-time) item appears in the following database 
tables:
Trunk tables
The priority at which call was queued to a second or third split/skill, the 
values are: LOW, MED, HIGH, TOP, or as defined in Dictionary. This is 
blank (NULL) when the call is dequeued (when the call rings at an agent, 
outflows or dequeues from the split/skill, the caller abandons from queue, 
the call gets a forced busy or a forced disconnect). Available on Generic 
3 switches with vectoring.
This is a status item.