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Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual
Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual
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Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Switch cross-reference2-219 CALLING_II X X X X CALLING_PTY X X X X X X CONFERENCE X X X X X X DIGITS_DIALED X X X X X X DIRECTION X X X X X X DURATION X X X X X X EVENT_TIME X X X X X X EXT_CALL_ORIG X X X X X X KEYBD_DIALED X X X X X X LOC_IDX LOGID (index) X X X X X X LOGOUTREASON X X X X X X MCT X X X X X X RECONNECT X X X X X X ROW_DATE X X X X X X SPLIT X X X X X X STARTTIME X X X X X X TRANSFERRED X X X X X X UCID X X X WMODE_SEQ X X X X X X WORKCODE X X X X X X WORKMODE 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-reference2-220 Current day configuration database items 2 The following table lists which Current Day Configuration database items are supported by each of the switch releases: Current day report database items 2 The following table lists which Current Day Report database items are supported by each of the switch releases: Database ItemG3V2/ G3V3G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ACD X X X X X X CHANGE X X X X X X CHPROF X X X X X X FMETHOD X XXXXX HDATE1 X XXXXX HDATE2 X XXXXX HDATE3 X XXXXX HDATE4 X XXXXX ROW_DATE X X X X X X SPLIT X X X X X X TRENDBASE X X X X X X WT1 X XXXXX WT2 X XXXXX WT3 X XXXXX WT4 X XXXXX Database ItemG3V2/ G3V3G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ACD XXXXXX AGOCC XXXXXX AVGAGSERV X X X X X X AVGSPEEDANS X X X X X X FCALLS X X X X X X INTRVL XXXXXX
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Switch cross-reference2-221 Call record database items 2 The following table lists which Call Record database items are supported by each of the switch releases: NUMAGREQ X X X X X X RAGOCC X X X X X X RAVGSPEEDANS X X X X X X ROW_DATE X X X X X X RSERVLEVELP X X X X X X SERVLEVELP X X X X X X SERVLEVELT X X X X X X SPLIT X X X X X X STARTTIME X X X X X XDatabase ItemG3V2/ G3V3G3V4 ECS R5 ECS R6 ECS R7 ECS R8 Database ItemG3V2/ G3V3G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ACD X X X X X X ACWTIME X X X X X X AGT_RELEASED X X X X X X ANSHOLDTIME X X X X X X ANSLOCID X X ANSLOGIN X X X X X X ANSREASON X X X X X X ASSIST X X X X X X AUDIO X X X X X X CALLID X X X X X X CALLING_II X X X X CALLING_PTY X X X X X X CONFERENCE X X X X X X CONSULTTIME X X X X X X
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Switch cross-reference2-222 DA_QUEUED X X X X X X DIALED_NUM X X X X X X DISPIVECTOR X X X X X X DISPOSITION X X X X X X DISPPRIORITY X X X X X X DISPSKLEVEL X (EAS) X (EAS) X (EAS) X (EAS) DISPSPLIT X X X X X X DISPTIME X X X X X X DISPVDN X X X X X X DURATION X X X X X X EQLOC X X X X X X (8 char) EVENT1-9 X X X X X X FIRSTIVECTOR X X X X X X FIRSTVDN X X X X X X HELD X X X X X X HOLDABN X X X X X X LASTCWC X X X X X X LASTDIGITS X X X LASTOBSERVER X X X X X X MALICIOUS XXX X X X NETINTIME X X X OBSERVINGCALL X X X X X X OBSLOCID X X ORIGHOLDTIME X X X ORIGLOCID X X ORIGLOGIN X X X X X X ORIGREASON X X X X X X ROW_DATE 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-reference2-223 ROW_TIME X X X X X X SEGMENT X X X X X X SEGSTART X X X X X X SEGSTOP X X X X X X SEQNUM X X X X X X SPLIT1 X X X X X X SPLIT2 X X X X X X SPLIT3 X X X X X X TALKTIME X X X X X X TKGRP X X X X X X TRANSFERRED X X X X X X UCID X X XDatabase ItemG3V2/ G3V3G3V4 ECS R5 ECS R6 ECS R7 ECS R8
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Search values and calculations2-224 Search values and calculations2 Overview2 Purpose2This section presents database search values and calculations. Organization2 lAgent State and Row Search Values Cross-Reference lCall Disposition and Row Search Values Cross-Reference lStandard Dictionary Calculations lReports-specific Calculations Agent state and row search values cross- reference 2 Agent state and row search table of values 2 Use the following table to identify how CentreVu CMS stores Agent State (names) and the applicable row search values: Status Database Items State Names Values for Row Search AG_DEST PBX OFF1 2 AG_DEST PBX OFF1 2 AG_DIR OUT IN1 2 AG_ORIG BLANK PHONE KEYBOARD0 1 2
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Search values and calculations2-225 AG_PREF LVL NEED1 2 ALL_BUSY YES NO1 0 PER_CHG YES NO1 0 SLVL_CHG YES NO1 0 TKSTATE UNKNOWN IDLE SEIZED QUEUED CONN DABN MBUSY FBUSY FDISC HOLD RINGING0 1 2 3 4 5 6 7 8 9 80 TK_DIR IN OUT2 1 TK_PRI YES NO1 0 TK_QTYPE MAIN BACKUP1 2 Status Database Items State Names Values for Row Search
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Search values and calculations2-226 WORKMODE UNKNOWN UNSTAF AVA I L ACD ACW AUX DACD DACW OTHER RING LOGON LOGOFF TRACE ON TRACE OFF0 10 20 30 40 50 60 70 220 80 100 11 0 120 121 Status Database Items State Names Values for Row Search
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Search values and calculations2-227 Call disposition and row search values cross- reference 2 Call disposition and row search table of values 2 Use the following table to identify how CentreVu CMS stores Call Disposition and the applicable row search values: Status Database Items State Names Values for Row Search DISPOSITION CONN ANS ABAN IFLOW FBUSY FDISC OTHER1 2 3 4 5 6 7
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Calculations2-228 Calculations2 Overview2 Purpose2These are the calculations used in real-time and historical reports. You can also use them in custom reports. Do not modify any of the standard CentreVu CMS Dictionary calculations. If you modify the standard calculations the meaning of the data will be changed. Standard Dictionary Calculations 2 Standard Dictionary Calculations Table 2 The following table lists all of the standard CentreVu CMS Dictionary calculations: Calculation Name Calculation Description ACW_AUX_OUT_ADJ ACWAUXOUTADJCALLS + AUXOUTADJCALLSOff-switch calls by adjunct while in ACW or AUX. ACW_AUX_OUT_CALLS sum(ACWOUTOFFCALLS + AUXOUTOFFCALLS)All off-switch calls placed while in ACW or AUX. AGENTS_ON_EXT_CALLS (ONACWIN + ONAUXIN + ONACWOUT + ONAUXOUT)Agents on extension calls. AVG_ABANDON_TIME ABNTIME / ABNCALLS Average time to abandon. AVG_ABANDON_TIME_SUM sum(ABNTIME) / sum(ABNCALLS) Total average abandon time. AVG_ACD_TALK_TIME ACDTIME / ACDCALLS Average ACD talk time. AVG_ACD_TALK_TIM_SUM (sum(ACDTIME) / sum(ACDCALLS) Total average ACD talk time. AVG_ACW_TIME ACWTIME / ACDCALLS Average ACW time.