Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-189
VDISCCALLS2
Database tables2The VDISCCALLS item appears in the following database tables:
Vector tables
The number of calls forced to disconnect because the vector disconnect 
timer timed out or because the call reached a vector stop without being 
queued. Vector stop means an explicit stop vector command, the end 
of the vector, or the call executed 1000 vector steps. Available on 
Generic 3 Version 2 and newer switches.
This is a cumulative item.
VDN tables
Number of calls forced to disconnect because the vector disconnect timer 
timed out, or because the call reached a vector stop without being 
queued. (Vector stop means a stop vector command, the end of the 
vector, or the call executed 1000 vector steps.) Available on Generic 3 
Version 2 and newer switches and on the ECS.
This is a cumulative item.
VDN2
Database tables2The VDN item appears in the following database tables:
Agent tables
This is a real-time item.
The VDN that is associated with the agents current split/skill or direct 
agent ACD call. Available on Generic 3 switches with vectoring, and 
Generic 3 Version 4 switch with EAS.
This is a status item.
Trunk group tables
The VDN to which the TKGRP terminates. Available on Generic 3 
switches with vectoring.
This is an administrative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-190
Trunk tables
This is a real-time item.
The VDN that is associated with the current call. This stays set until the 
trunk idles, at which time it is set to NULL. Available on Generic 3 
switches with vectoring.
This is a status item.
VDN tables
This is an index item.
Vector directory number associated with this VDN.
This is a row identifier item.
VDN exception table
VDN for which the exception occurred or that carried the malicious call.
This is a cumulative item.
Malicious call trace exception table
The VDN for which the exception occurred or that carried the malicious 
call. Available on Generic 3 and newer switches with vectoring.
This is a cumulative item.
VECTOR2
Database tables2The VECTOR item appears in the following database tables:
Trunk tables
This is a real-time item.
The vector that is associated with the current call. This stays set until the 
trunk idles, at which time it is set to NULL. Available on Generic 3 
switches with vectoring.
This is a status item.
Vector tables
This is an index item.
The vector number that this row represents. Available on Generic 3 
switches with vectoring.
This is a row identifier item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-191
VDN tables
This is an index item.
Vector number associated with this VDN.
This is an administrative item.
VDN exception table
Vector number associated with this VDN or for which the exception 
occurred.
This is a cumulative item.
Vector exception table
Vector number that this row represents, or for which the exception 
occurred.
This is a cumulative item.
WMODE_SEQ2
Database tables2The WMODE_SEQ item appears in the following database tables:
Agent trace tables
Sequence number for events that occur in the same second.
WORKCODE2
Database tables2The WORKCODE item appears in the following database tables:
Agent trace tables
Call work code the agent entered for the call. Available on Generic 3 
switches with call work codes. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-192
WORKMODE
(real-time)
2
Database tables2The WORKMODE item appears in the following database tables:
Agent tables
This is a real-time item.
The current work mode of the agent. Agent work modes include: AVAIL, 
ACD, ACW, AUX, DACD, DACW, RING, UNKNOWN, OTHER, and 
UNSTAFF. If the agent has not been logged in during the collection 
interval, the value is blank.
This is a status item.
Agent trace tables
Work mode in which the agent was working during the trace. Agent work 
modes include: AVAIL, ACD, ACW, AUX, DACD, DACW, RING, 
UNKNOWN, OTHER, and UNSTAFF. If the agent has not been logged in 
during the collection interval, the value is blank.
WORKSKILL 
(real-time)
2
Database tables2The WORKSKILL (real-time) item appears in the following database 
tables:
Agent tables
Use WORKSKILL for the following call conditions:
lWhen an agent is on a split/skill or direct agent ACD call or in ACW 
(this is the split/skill associated with the call or ACW).
lWhen an agent is available, in AUX or in OTHER (this is null 
[blank]).
lWhen an agent is on an AUXIN/AUXOUT call (this is 
OLDEST_LOGON split/skill).
lWhen an agent is on an AUXIN/AUXOUT call from the available 
state, while in AUX or with an AUXIN/AUXOUT call on hold (this is 
OLDEST_LOGON split/skill).
lWhen an agent is on an AUXOUT call with an ACD call on hold (this 
is the split/skill associated with the ACD call). 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-193
Note: WORKSKILL differs from WORKSPLIT only in the case that the 
agent is available. In this case, WORKSKILL will be blank and 
WORKSPLIT will contain one of the split/skills in which the agent is 
available. For releases with the EAS feature active, it is recommended to 
use WORKSKILL instead of WORKSPLIT in reports. Requires a Generic 
3 Version 2 or later switch with the EAS feature.
This is a status item.
WORKSKLEVEL 
(real-time)
2
Database tables2The WORKSKLEVEL (real-time) item appears in the following database 
tables:
Agent tables
Contains either a skill level (1-16) for a normal skill or a reserve level (1 or 
2) for a reserve skill. This WORKSKLEVEL applies to WORKSKILL. 
Requires a Generic 3 Version 2 or later switch with the EAS feature. 
Reserve levels are only available on the ECS R6 or later. 
This is a status item.
WORKSPLIT 
(real-time)
2
Database tables2The WORKSPLIT (real-time) item appears in the following database 
tables:
Agent tables
Use WORKSPLIT for the following call conditions:
lWhen an agent is on a split/skill or direct agent ACD call or in ACW 
(this is the split/skill associated with the call or ACW).
lWhen an agent is available (this is one of the splits/skills the agent 
went available in).
lWhen an agent is on an AUXIN/AUXOUT call from the available 
state, while in AUX or with an AUXIN/AUXOUT call on hold (this is 
OLDEST_LOGON split/skill). 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-194
lWhen an agent is on an AUXIN call with an ACD call on hold (this is 
OLDEST_LOGON split/skill).
lWhen an agent is on an AUXOUT call with an ACD call on hold (this 
is the split/skill associated with the ACD call).
Note: WORKSKILL differs from WORKSPLIT only in the case that the 
agent is available. In this case, WORKSKILL is blank and WORKSPLIT 
will contain one of the split/skills in which the agent was available. For 
releases with the EAS feature active, it is recommended to use 
WORKSKILL instead of WORKSPLIT in reports. Requires a Generic 3 
switch with the EAS feature.
This is a status item.
WORKSPLIT2-3 
(real-time)
2
Database tables2The WORKSPLIT2-3 (real-time) item appears in the following database 
tables:
Agent tables
For agents available in multiple splits/skills, other splits/skills in which the 
agent is available. Available on Generic 3 switches.
WT1 ... 42
Database tables2The WT1 ... 4 items appear in the following database tables:
Current day configuration tables
Weight given to date 1 (WT1), date 2 (WT2), date 3 (WT3), and date 4 
(WT4), respectively. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference2-195
Switch cross-reference2
Overview2
Purpose2The following tables list which database items are supported by each of 
the switch releases.
Switch cross-
reference 
information
2
Split/Skill database 
items
2
The following table lists which Split/Skill database items are supported by 
each of the switch releases.
The following is a key to the table:
lItems marked X indicate that the database item is supported by a 
switch.
lItems marked EAS require that the Expert Agent Selection feature 
be active on the switch for the items to be populated.
lItems marked e are populated for the releases shown, but the 
values are only meaningful for EAS releases.
lItems marked t are populated for the releases shown, but the 
values are only meaningful for Generic 3 EAS releases, with skill 
level distribution of calls.
Database ItemG3V2/
G3V3G3V4 ECS R5 ECS R6 ECS R7 ECS R8
ABNCALLS X X X X X X
ABNCALLS1-10 X X X X X X
ABNRINGCALLS X X X X X X
ABNTIME X X X X X X
ACCEPTABLE X X X X X X
ACD (index) X X X X X X 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference2-196
ACDAUXOUTCALLS X X X X X X
ACDCALLS X X X X X X
ACDCALLS1-10 X X X X X X
ACDTIME X X X X X X
ACWINCALLS X X X X X X
ACWINTIME X X X X X X
ACWOUTADJCALLS X X X X X X
ACWOUTCALLS X X X X X X
ACWOUTOFFCALLS X X X X X X
ACWOUTOFFTIME X X X X X X
ACWOUTTIME X X X X X X
ACWTIME X X X X X X
AGINRING X X X X X X
ANSTIME X X X X X X
ASA X X X X X
ASSISTS X X X X X X
AUXINCALLS X X X X X X
AUXINTIME X X X X X X
AUXOUTADJCALLS X X X X X X
AUXOUTCALLS X X X X X X
AUXOUTOFFCALLS X X X X X X
AUXOUTOFFTIME X X X X X X
AUXOUTTIME X X X X X X
AVA I L A B L E X X X X X X
BACKUPCALLS X X X X X X
BUSYCALLS X X X X X X
BUSYTIME X X X X X X
CALLSOFFERED X X X X X XDatabase ItemG3V2/
G3V3G3V4 ECS R5 ECS R6 ECS R7 ECS R8 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference2-197
CONFERENCE X X X X X X
DA_ACWINCALLS X X X X X X
DA_ACWINTIME X X X X X X
DA_ACWOCALLS X X X X X X
DA_ACWOTIME X X X X X X
DA_INACW X X X X X X
DA_INQUEUE X X X X X X
DA_INRING X X X X X X
DA_OLDESTCALL X X X X X X
DA_ONACD X X X X X X
DEQUECALLS X X X X X X
DEQUETIME X X X X X X
DISCCALLS X X X X X X
DISCTIME X X X X X X
EVENT1-9 X X X X X X
EWTHIGH X X X X X
EWTLOW X X X X X
EWTMEDIUM X X X X X
EWTTOP X X X X X
FAGINRING X X X
FAVA IL A B LE X X X
FINACD X X X
FINAUX X X X
FONACD X X X
FOTHER X X X
FSTAFFED X X X
GNAGINRING X X X
G N AVA I L A B L E X X XDatabase ItemG3V2/
G3V3G3V4 ECS R5 ECS R6 ECS R7 ECS R8 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Switch cross-reference2-198
GNINACW X X X
GNINAUX X X X
GNINAUX0 X X
GNINAUX1-9 X X
GNONACD X X X
GNONACDAUXOUT X X
GNONACDOUT X X
GNONACWIN X X
GNONACWOUT X X
GNONAUXIN X X
GNONAUXOUT X X
GNDA_INACW X X
GNDA_ONACD X X
GNOTHER X X X
GNSTAFFED X X X
HIGHCALLS X X X X X X
HOLDABNCALLS X X X X X X
HOLDCALLS X X X X X X
HOLDTIME X X X X X X
I_ACDAUXINTIME X X X X X X
I_ACDAUX_OUTTIME X X X X X X
I_ACDOTHERTIME X X X X X X
I_ACDTIME X X X X X X
I_ACWINTIME X X X X X X
I_ACWOUTTIME X X X X X X
I_ACWTIME X X X X X X
I_ARRIVED X X X X X X
I_AUXINTIME X X X X X XDatabase ItemG3V2/
G3V3G3V4 ECS R5 ECS R6 ECS R7 ECS R8