Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Terminology1-11
Secondary 
Split/Skill (G3 
Vectoring)The second split/skill the call queues to in a VDN is 
called the secondary split/skill. 
Skill Group 
(Generic 2.2 
EAS and later)A group of ten skills. Each consecutive ten skills 
ending with digits 0 through 9 constitute a skill tens 
group. For example, skills 10-19 form a skill tens 
group, as do skills 340-349. 
Skill Level Agents are assigned skill levels that may determine 
which call waiting for one of the agent’s skills will be 
delivered to the agent when the agent becomes 
available. Skill levels help determine the “most 
expert” agent who can handle a call to the skill.
Skill State Skills can now be in one of four states (unknown, 
normal, overload 1 or overload 2), based on the 
expected wait time (EWT) threshold. TIme spent in 
each state except unknown is tracked in the split 
table. The state is unknown when the link is down or 
the split is non-EAS, or when a new skill is added and 
the state message has not yet arrived. Also, the skill 
state will be unknown for all skills if the switch is not a 
DEFINITY ECS R6.
Split/Skill ACD 
CallA call that queued to a split/skill and was answered 
by an agent in that split/skill.
StationAn unmeasured extension; that is, an extension that 
is not currently staffed by an agent or is not a 
member of an unmeasured split/skill or hunt group. 
Te r t i a r y  
Split/Skill 
(G3 Vectoring)The third split/skill the call queues to in a VDN is 
called the tertiary split/skill.  
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Terminology1-12
Top Skill
The agent’s top skill is the agent’s first-administered, 
highest-level skill. This concept is the most useful 
when you have a Generic 3 switch (with EAS) and 
with agents who are using skill level call handling 
preference. In this case, the agent’s top skill 
represents the skill for which the agent is most likely 
to receive a call. Agents for whom a given skill is the 
top skill are the agents that a skill supervisor can 
count on to handle calls for the skill.
NOTE: This concept is not useful for agents using the 
greatest need call handling preference or for agents 
who are not Generic 3 (with EAS) agents. For non-
EAS agents, the top “skill” is the split the agent has 
been logged into the longest.
Uniform Call 
Distribution 
(UCD)An agent selection method, available in both an EAS 
and a non-EAS environment, in which all idle agents 
are included in a single group. The least occupied 
(UCD-LOA) or most idle (UCD-MIA) agent is 
selected. (In an EAS environment, the selection is 
made regardless of skill level.)
Universal Call 
Identifier 
(UCID)The UCID is a number that uniquely identifies a call 
in a network of nodes supporting UCID. This number 
is a part of the records in the CMS Call History 
feature.
Zero (0) Skill 
(Generic 2.2 
EAS and later)See 
Default Skill. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Database Table Names1-13
Database Table Names1
Introduction1To select data for custom reports, you must use the names listed in the 
tables in this section. The database items are described in later sections 
of this document.
Real-Time Table 
Names
1
The following table lists the real-time database tables and the data stored 
in them:
Name Data Stored
csplit Split/Skill data for the current interval.
psplit Split/Skill data for the previous interval.
cagent Agent data for the current interval.
pagent Agent data for the previous interval.
ctkgrp Trunk group data for the current interval.
ptkgrp Trunk group data for the previous interval.
ctrunk Trunk data for the current interval.
ptrunk Trunk data for the previous interval.
cvector Vector data for the current interval.
pvector Vector data for the previous interval.
cvdn VDN data for the current interval.
pvdn VDN data for the previous interval.
ccwc Call Work Code (CWC) data for the current interval.
pcwc CWC data for the previous interval. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Database Table Names1-14
Historical 
Database Tables
1
The following table lists historical database tables and the data stored in 
them:
Name Data Stored
hsplit Split/Skill data for each intrahour interval.
dsplit Split/Skill data summarized by day.
wsplit Split/Skill data summarized by week.
msplit Split/Skill data summarized by month.
hagent Agent data for each intrahour interval.
dagent Agent data summarized by day.
wagent Agent data summarized by week.
magent Agent data summarized by month.
htkgrp Trunk group data for each intrahour interval.
dtkgrp Trunk group data summarized by day.
wtkgrp Trunk group data summarized by week.
mtkgrp Trunk group data summarized by month.
htrunk Trunk data for intrahour interval.
dtrunk Trunk data summarized by day.
wtrunk Trunk data summarized by week.
mtrunk Trunk data summarized by month.
hvector Vector data for each intrahour interval.
dvector Vector data summarized by day.
wvector Vector data summarized by week.
mvector Vector data summarized by month.
hvdn VDN data for each intrahour interval.
dvdn VDN data summarized by day.
wvdn VDN data summarized by week.
mvdn VDN data summarized by month. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Database Table Names1-15
hcwc CWC data for each intrahour interval.
dcwc CWC data summarized by day.
wcwc CWC data summarized by week.
mcwc CWC data summarized by month.
call_rec Call record data.
agex Agent exceptions.
spex Split exceptions.
tgex Trunk group exceptions.
vecex Vector exceptions.
vdnex VDN exceptions.
linkex Link down exceptions.
mctex Malicious call trace exceptions.
f_cday Forecast current day configuration data by split/skill.
f_cdayrep Current day forecast data by split/skill.
haglog Agent login and logout information.
ag_actv Agent activity trace data.Name Data Stored 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-16
Interactions with Switch Features and Tracking of Switch 
Capabilities
1
Introduction 1The following features and switch capabilities have an impact on 
CentreVu CMS database items.
Adjunct-Placed 
and Adjunct-
Routed Calls 
1
For Generic 3 switches with the ASAI feature, CentreVu CMS tracks 
outbound calls placed by an adjunct processor or host computer on 
behalf of an agent and adjunct-routed calls. Database items that start 
with O_ track outbound split/skill calls and database items that contain 
ADJ track adjunct-routed calls. Adjunct-placed outbound split/skill calls 
are also included as part of ACD database items such as ACDCALLS, 
ACDTIME, and ACWTIME. Inbound split/skill calls can be calculated as 
ACDCALLS-O_ACDCALLS.
Call Handling 
Preference
1
The agent’s call handling preference determines which call an agent will 
receive when there are calls waiting for more than one of the agent’s 
skills. It is also used to help determine which agent will receive a call in a 
situation where there are multiple agents available in a given skill. The 
possible call handling preferences are:
lSkill Level Call Handling Preference: An agent assigned Skill Level 
call handling preference will receive calls first based on the level 
assigned to the skill, then based on queue priority and wiat time of 
the call.
lGreatest Need Call Handling Preference: An agent assigned 
Greatest Need call handling preference will receive calls based on 
the queue priority and wait time (current wait time or predicted wait 
time) of the call, not based on the level assigned for the skill.
lPercent Allocation Call Handling Preference: An agent assigned 
Percent Allocation call handling preference will receive a call based 
on a comparison of times spent on calls for each skill level and the 
percentage of time the agent has been allocated for each skill level. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-17
Forced 
Disconnect
1
For G3V2 and later switches, a call is counted as a forced disconnect call 
whenever the forced disconnect vector step is executed. The call is 
counted as a disconnected call even if the caller hangs up before 
listening to the entire announcement. For G3V2 and later G3 switch 
releases, a call that is dropped by the switch because the Vector 
Disconnect Timer timed out or reached the end of vector processing 
without being queued will also be recorded as a forced diconnect call.
Look-Ahead 
Interflow Calls 
1
For Generic 3 switches, CentreVu CMS separately tracks look-ahead 
interflow calls attempted and completed using database items that start 
with LOOK. Look-ahead interflow calls are a subset of interflow calls.
Personal Call 
Tracking
1
For the Generic 3 switches, CentreVu CMS tracks hold time, transfers 
and conferences for personal calls (non-ACD or extension calls) for the 
G3 switches. 
Tracking of AUXIN 
and AUXOUT Time
1
With this feature, CentreVu CMS is allowed to separately track AUXIN 
and AUXOUT time for calls made and received when an agent has an 
ACD call on hold. These calls are now distinguished from time spent on 
other AUXIN or AUXOUT calls. 
Tracking for “Route 
To” Calls
1
Also for Generic 3 switches, in the VDN tables, connect calls, abandoned 
calls and their times will be tracked for calls that “route to” an extension. 
Call pickup calls are tracked as personal calls, even if an ACD call is 
picked up by an agent in the same split/skill. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-18
Data Tracking 
Capabilities
1
Personal Call Tracking offers the following data tracking capabilities:
lData is available for calls on hold, time for calls on hold, and calls 
abandoned from hold. Without personal call tracking, time for calls 
on hold was counted as talk time.
lCentreVu CMS split and agent data reflect calls made while another 
call is on hold.
lWhen an agent places a call on hold, the agent returns to his or her 
previous state before the call unless the previous state was AVAIL. If 
the agent was in the AVAIL state, the agent is placed in the OTHER 
state until the agent dials a valid number (if the number dialed is 
invalid, the agent remains in OTHER), reconnects to the held call, or 
the held call abandons. When the agent reconnects to the held call, 
the agent returns to the original state for the call. 
lAgents do not have a HOLD state. Hold time is associated with a 
call placed on hold. Agent states reflect the current activity of the 
agent. 
lHOLDTIME is the time the call spent on hold. HOLDCALLS is the 
number of calls that were placed on hold at least once, and 
HOLDABNCALLS is the number of calls that were abandoned while 
on hold.
lI_OTHERTIME is the time during the collection interval that the 
agent was doing other work. 
For Generic 3 switches, this includes time while in the Auto-In or 
Manual-In mode during which the agent put a call on hold and 
performed no further action, the agent placed a call or activated a 
feature, or a personal call rang with no further activity.
When an agent dials a valid extension, the agents state changes to 
AUXOUT (if the agent was in AUX or OTHER) or to ACWOUT (if the 
agent was in ACW).
Hold Tracking for 
Supervisor Assist 
Example
1
The following example shows how CentreVu CMS tracks hold calls with 
the new database items. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-19
G3 (R3V2 and 
CentreVu CMSI_ACDTIME I_OTHERTIME I_AUXOUTTIME I_ACDTIME
DEFINITY ECS I_ACDTIME I_AUXTIME, 
I_ACDAUX_OUTTIMEI_AUXOUTTIME, 
I_ACDAUX_OUTTIMEI_ACDTIME
Agent answers ACD callAgent holds call, 
Agent talks to supervisorAgent reconnects to 
held ACD callCall ends dials supervisor 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-20
Abandoned Calls1In general, any call that hangs up before an agent or station answers is 
an abandoned call. On Generic 3 switches, any VDN calls (whether ACD 
calls or not) that route to extensions and are then abandoned are 
counted as abandoned calls for the VDN. (See Phantom-Abandon Calls.) 
Phantom-Abandon 
Calls 
1
In countries where central offices do not provide the switch with 
disconnect supervision, all calls with talk times that are less than an 
administrable threshold can be counted as abandoned calls. 
CentreVu 
CMS supports a phantom-abandon call timer that can be administered to 
count calls with talk times less than 10 seconds as a phantom- 
abandoned call. 
Phantom-Abandon 
Call Timer
1
The Phantom-Abandon Call Timer can be set from 1-10 seconds. Any 
calls whose total talk time or connect time is less than the set number of 
seconds are pegged as PHANTOMABNS, instead of ACDCALLS. The 
abandon time for phantom calls is the time:
lFor splits: from the time the call queued until the agent or answering 
station hangs up.
lFor VDNs: from the time the call encountered the VDN until the 
agent or answering station hangs up.
lFor vectors: from the time the call entered the vector until the agent 
or answering station hangs up.
When a call leaves a vector via a “route to split” command, the call is 
not pegged as an outflow, and can be pegged as a phantom- 
abandon call if the call duration is shorter than the administered 
phantom-abandon time.
PHANTOMABNS 
Database Item
1
The database item PHANTOMABNS records the total number of such 
calls. Also, these calls are counted as abandoned calls (ABNCALLS) 
rather than answered calls (ACDCALLS). The abandon time for these 
calls is equivalent to the time elapsed when the agent released the call.
Phantom-Abandon 
Call Timer Not 
Enabled
1
When the phantom-abandon call timer is not enabled, short ACD calls 
are not counted as phantom-abandons, and the values of the 
PHANTOMABNS database items are 0.
Phantom-Abandon 
Exceptions
1
Any call that has been put on HOLD, TRANSFERRED, or 
CONFERENCED is not recorded as a phantom-abandon, even if its 
duration is less than the setting of the phantom-abandon call timer.