Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
General Information1-1
1 Introduction
General Information1
Introduction1This document describes the CentreVu CMS database tables, the items in 
the database tables, and the standard Dictionary calculations that use the 
database items. This chapter is organized as follows:
lHow Database Items and Calculations Are Presented
lTerminology
lDatabase Table Names
lInteractions with Switch Features and Tracking of Switch Capabilities 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
How Database Items and Calculations Are Presented1-2
How Database Items and Calculations Are Presented1
Introduction1This section outlines how the CentreVu CMS database items and 
calculations are presented later in the document.
Database Items1This document defines database items used in CentreVu Supervisor 
reports. 
Sample Database 
Item Table
1
The database items are presented in a table format, according to ACD 
element (split/skill, agent, vector, VDN, trunk, trunk group, exception, and 
so on). Below is an example of how the information is presented: 
Database Tables 1The following database item tables are included in this document:
lSplit/Skill
lAgent
lTrunk Group
lTrunk
lVec t o r
lVDN
lCall Work Codes
lAgent Login/Logout
lAgent Trace
lCurrent Day Configuration (forecasting)
lCurrent Day Report (forecasting)
lCall Record
lExceptions. Database Item Description Type
DATABASE ITEMThe definition of the database item is given here. Any 
additional information, such as other database items that are 
included in the sum of the database item, or specific switches 
that the database item applies to, is also listed.C, A, S, I, 
N, M, or B 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
How Database Items and Calculations Are Presented1-3
Items in Different 
Ta b l e s
1
Many database items are included in more than one database table. 
When an item is in more than one table, the definition may or may not be 
the same from table to table.
Items in Definitions1Database items that are used in the description of another database item 
are in boldface type.
Index Database 
Items
1
The index database items in each table are marked. Indexes add 
structure to table rows so that 
CentreVu CMS can retrieve data faster. 
The row search criteria you define for custom reports should be based on 
indexes whenever possible. For historical custom reports, always include 
a “where” clause based on the ROW_DATE database item.
Database Item 
Ty p e s
1
Each database item contains one of the following types of data:
C =Cumulative data: accumulates throughout the collection interval. 
Most real-time database items contain cumulative data.
A =Administrative data: administered on the switch or on 
CentreVu 
CMS. For example, the database item INTRVL in the split/skill real-time 
table contains the number of minutes in the intrahour interval (15, 30, 60) 
currently assigned to the specified split/skill on 
CentreVu CMS.
S =Status data: gives the current status (a snapshot of a particular ACD 
element). For example, the database item INQUEUE in the split/skill real-
time table contains the number of split/skill calls currently waiting in 
queue.
I = Row Identifier data: gives data that is common to all tables, such as 
time, date, split in the split/skill tables, and so on.
N = Special Table data: belongs only to a specific table, such as the 
Historical Agent Login/Logout table or Current Day Forecast table.
M = Maximum Interval Value data: gives data that is the maximum 
reached for any value in the specified interval.
B = Busy Hour data: gives data that is only meaningful for the busy hour.
Historical and Real-
Time Data
1
Cumulative, Administrative, Maximum Value, Row Identifier and 
Busy Hour data items apply to historical and real-time database items. 
Status items apply only to real-time database items. Special Table data 
items apply only to historical database items. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
How Database Items and Calculations Are Presented1-4
Call-Based Data1In addition to the types of data described above, items in the CentreVu 
CMS database can be either call-based or interval-based. Most 
CentreVu 
CMS database items are call-based. Call-based data is committed to the 
database after a call completes. Therefore, if a call starts and ends in 
different collection intervals, all of the data is recorded in the interval in 
which the call and any after call work is completed.
Interval-Based Data1Interval-based data represents the amount of time during a collection 
interval spent doing a particular activity. Interval-based items are updated 
throughout the collection interval and timing is restarted at the end of the 
interval. Most interval-based items start with I_ or TI_. The database 
items ALLINUSETIME (trunk-group tables) and MBUSYTIME (trunk and 
trunk-group tables) are also interval-based.
Interval-based items should only be used to calculate percentages such 
as percentage of time staffed or in AUX work. Interval-based items 
should not be used; for example, to calculate average talk time; use call-
based items for this type of calculation. Furthermore, because call-based 
and interval-based items may not track the same events, a calculation 
should use only one type of item and comparisons of call-based 
calculations and interval-based calculations may not be relevant or 
meaningful. For example, the call-based ACD time and interval-based 
ACD time for an agent will not be equal if the agent handled one or more 
ACD calls that crossed over interval boundaries.
Report data may not add up if the report has a combination of call-based 
and interval-based items.
Sample Switch 
Cross-Reference 
Ta b l e
1
CentreVu CMS database items apply to specific switches. After each 
database item table, is a switch cross-reference table. The switch cross-
reference tables list each database item by switch release. Below is an 
example of how the table information is presented:
NOTE:
Database ItemG3V2/
G3V3 G3V4
DEFINITY® 
ECS R5 ECS R6 ECS R7 ECS R8
DATABASE 
ITEMXXX X
Switch releases that this database item applies to are marked with X’s. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
How Database Items and Calculations Are Presented1-5
Calculations1CentreVu CMS uses calculations of database items in many reports. All 
standard 
CentreVu CMS Dictionary calculations are listed alphabetically 
and described in Chapter 2 of this document. You can use standard 
calculations in custom reports, or you can create new ones. You should 
never modify standard calculations or the meaning of the data will be 
changed. 
Sample Standard 
Dictionary 
Calculations Table
1
Below is an example of how the Calculation table information is 
presented:
Calculation Name Calculation Description
CALCULATION NAME
(as it appears in the 
CentreVu CMS Dictionary)Mathematical definition of the 
calculation.Short description of the 
calculation. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Terminology1-6
Te r m i n o l o g y1
Database 
Te r m i n o l o g y
1
The following terms are often used in the database item descriptions.
Abandoned 
CallA call in which the caller hung up before the call was 
answered or connected. Calls also can be 
considered abandoned if certain timers in the switch 
time out. See the explanations of the Wait Answer 
Supervision Timer (WAST), the Phantom-Abandon 
Calls, and the Trunk No Answer Timeout (G3V2 and 
later) (NATO) later in this document. These timers 
are used primarily in locations where the central 
office trunks lack disconnect supervision.
Calls may abandon during many phases of 
processing, including during vector processing, after 
being queued to a split/skill, and while ringing at an 
agent or station. The calls that are counted as 
abandons differ depending on the table. The agent 
table counts as abandons those split/skill ACD calls 
that abandoned while ringing at the agent. The 
split/skill table counts as abandons those calls that 
abandoned while queued to the split/skill or while 
ringing at an agent in the split/skill. The VDN table 
counts as abandons those ACD calls that abandoned 
while in the VDN, including calls in vector processing 
not yet queued to a split/skill (for example, calls that 
abandoned while listening to an announcement), 
calls queued to one or more splits/skills, and calls 
ringing at agents (ACD calls). The definitions in each 
table state which abandons are counted in that table. 
ACD CallA call that queued to a split/skill and was answered 
by an agent in that split/skill or a call that queued as a 
direct agent call and was answered by the agent to 
whom it was queued.  
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Terminology1-7
After Call 
Work (ACW)Work done when the agent is not on a call. There are 
two types of after call work (ACW): call-related ACW 
and ACW not associated with a call. An agent enters 
a call-related ACW state by completing a manual-in 
call or, on Generic 3 switches, by pressing the ACW 
feature button during an automatic-in call, and then 
completing the call. 
CentreVu CMS tracks call-
related after call work in the call-based ACWTIME 
item and in the interval-based I_ACWTIME item. 
An agent on a Generic 3 switch can enter the ACW 
state without having an associated call by pressing 
the ACW feature button while available or in the 
auxiliary (AUX) mode. 
CentreVu CMS will track this 
ACW time in the I_ACWTIME item, but not in the 
ACWTIME item.
For Generic 3 switches without the EAS feature, the 
ACW time not associated with an ACD call will be 
tracked for the split whose ACW feature button the 
agent pressed. For Generic 3 with Expert Agent 
Selection (EAS), the ACW time not associated with 
an ACD call will be tracked for the first skill 
administered for and successfully logged into by the 
agent. 
In Generic 3 Version 3 and later Generic releases, an 
agent in after call work who reconnects to a held 
AUXIN or AUXOUT call will return to the after call 
work mode when the AUXIN/OUT call is terminated. 
The after call work time accrued following the 
termination of the AUXIN/OUT call is after call work 
not associated with an ACD call, and only counts as 
I_ACWTIME, not as ACWTIME.
For Generic 3 releases prior to Generic 3 Version 3, 
an agent who reconnected to a held AUXIN or 
AUXOUT call from the after call work mode returned 
to the available state upon completion of the call.
AgentThe login ID that staffed the extension. This term is 
often extended to mean the person who used the ID 
to staff the extension. In all cases, the term 
agent 
implies measurement by 
CentreVu CMS. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Terminology1-8
Agent position 
(no EAS)The combination of the agent login ID and the split 
the agent logged into. Agents logged into multiple 
splits have multiple positions associated with them. 
Call data are collected for each agent/split 
combination separately, so that it is possible to report 
on the calls handled and time spent by agents in 
each of the splits they were in. To report on the total 
work performed by the agent, call data must be 
summed for the agent over all the splits in which the 
agent worked.
Agent position 
(with EAS)The login ID of the agent, regardless of the number of 
skills assigned to the agent. Data are still collected 
for the agent by skill, so the total work for the agent 
must be summed over all skills in which the agent 
worked. 
Answered CallThe agents state changes to ACD or Direct Agent 
ACD (DACD). The term 
answered is used only for 
split/skill and direct agent ACD calls. (See 
Connected for non-ACD calls.) For manual answer 
agents, the call is answered when the agent selects 
the ringing line appearance. For automatic answer 
agents, the call is answered directly after the zip tone 
is applied.
Automatic-In 
Mode (AI)In this call answering mode, an agent who releases 
an ACD call receives another ACD call immediately, 
or if timed ACW is in use, after the timed ACW period 
expires, if there is a call queued. 
AUX Work 
ModeA work mode in which agents are engaged in non-
ACD work. This may represent a break or lunch, 
training, mail, team meetings, and so on. Extension 
(non-ACD) calls that agents make or receive while 
available in auto-in or manual-in mode are tracked as 
AUXOUT or AUXIN calls.
Best Service 
Routing (BSR)A method of automatic call distribution between 
switches based on Expected Wait Time (EWT). BSR 
can be used either as a single-site or as a multi-site 
feature. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Terminology1-9
Call Segment
Call records are made up of call segments, each of 
which represents a related call. A new call segment is 
started whenever a call is made or received, 
including whenever a call is made in order to transfer 
or conference another call. Call segments that are 
related share the same call ID. Unrelated call 
segments have different call IDs.
Connected 
CallA non-ACD call that rang and did not abandon at an 
extension (not a split/skill or direct agent call). For 
Generic 3 switches, only calls that routed to an 
extension are tracked as connected calls.
Default Skill 
(Generic 2.2 
EAS and later)Every skill that ends with a “0” is called a “default 
skill,” since every agent in the skill group is logged 
into this skill by default. The default skill is the first 
skill for each skill group. 
Direct Agent 
ACD Call 
(Generic 3)A call that queues for a specific agent. Direct agent 
ACD calls can be generated by an ASAI adjunct 
(Generic 3) or by calling an agents login id (Generic 
3 switches with EAS), given the proper class of 
restriction for the caller and for the receiving agent. 
Direct agent ACD calls are tracked as ACD calls 
along with split/skill ACD calls in the trunk, trunk 
group, VDN and vector tables. Direct agent ACD 
calls are tracked separately from split/skill ACD calls 
in the agent tables. Direct agent ACD calls are not 
tracked in the split/skill tables (since they are not 
split/skill ACD calls).
Expert Agent 
Selection 
(EAS)A switch feature that allows the assignment of an 
agent to certain capabilities (skills). Calls are 
distributed to skills based on which agents have the 
capability to best handle them.
External CallCalls made to off-switch destinations. This includes 
calls to other switches in a DCS network.
Extension CallCalls originated by agents and non-ACD calls 
received by agents. For the Generic 3 switches, 
these include calls an agent makes to set up a 
conference or a transfer.  
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Terminology1-10
Hold
A call placed on hold as a result of the agent pressing 
the HOLD feature button or the hard hold feature 
access code, by using the TRANSFER or 
CONFERENCE feature button or by flashing the 
switch hook. 
CentreVu CMS tracks calls on hold only 
for the switch releases that notify 
CentreVu CMS 
when calls are placed on hold. Generic 3 switches 
notify 
CentreVu CMS for all calls.
Manual-In 
Mode (MI)A call answering mode in which an agent who 
releases an ACD call is put into the after call work 
(ACW) mode and must manually request another 
ACD call by pushing the MI button.
Multibyte 
Character SetA mixed-width character set in which some 
characters consist of more than one byte. The 
Japanese kanji character set is an example of such a 
character set.
Nonprimary 
Split/Skill (G3 
Vectoring)The second and third splits/skills to which the call 
queues in a VDN are called “non-primary 
splits/skills.” They are also referred to as 
secondary 
and 
tertiary splits/skills, respectively.
Nonzero (0) 
Skill (Generic 
2.2 EAS and 
later )Any skill that does not end in “0” is called a “
nonzero” 
skill
. 
Primary 
Split/Skill (G3 
Vectoring)The first split/skill the call queues to in a VDN is 
called the “primary” split/skill. If the call leaves vector 
processing and queues to another split/skill (for 
example, routes to a split/skill extension, or routes to 
another VDN), then that new split/skill becomes the 
primary split/skill. If the call leaves vector processing 
and does not queue to another split/skill (for 
example, routes to an extension), then there is no 
new primary split/skill. 
QueuedA split/skill or direct agent call that has been directed 
to a split/skill. In the case of the Generic 3 switch, 
even though the call may never have physically 
occupied a queue slot on the switch (because it could 
be delivered immediately to an agent), 
CentreVu 
CMS is still notified that the call queued to the 
split/skill.