Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-21
Transferred and 
Conferenced Calls
1
With Personal Call Tracking, CentreVu CMS tracks transferred and 
conferenced calls as follows:
lTransferred and conferenced calls are tracked as held calls while 
the call(s) wait to be transferred or added to a conference.
lWhen an agent ends a conference call, the agent returns to the call 
state prior to setting up the conference.
lIf an agent is talking, places the ACD call on hold to transfer the call, 
and then completes the transfer, the agent goes to the AVAIL state 
(Auto-In) or to the ACW state (Manual-In) following the transfer.
lTransferred or conferenced unmeasured split, trunk group, or VDN 
calls are now tracked. Prior to Personal Call Tracking, these calls 
were not tracked.
Audio Difficulty1CentreVu CMS records the trunk associated with audio difficulty for 
personal calls if the trunk group is measured. Prior to Personal Call 
Tracking, audio difficulty was restricted to ACD calls. 
Direct Agent 
Calling (G3)
1
Direct agent calls are tracked separately from other ACD calls in the 
CentreVu CMS database tables. Since direct agent calls are not split/skill 
calls but are calls to a specific agent, most of the direct agent data are 
collected in the agent tables in items starting with DA_ or I_DA. Direct 
agent calls are counted as ACD calls in trunk, trunk group, VDN and 
vector tables. 
Direct Agent Data 
in Reports
1
Reports can be customized to include direct agent data. In the real-time 
split/skill table, the number of agents on direct agent calls and the 
number of agents in ACW associated with direct agent calls are 
collected, but they are subsets of the number of agents in the OTHER 
agent state; that is, they are doing work but not for the split/skill. Only the 
OTHER value appears on standard real-time reports. The number of 
direct agent calls queued and ringing appears on the Queue/Agent 
Summary report.
Switch-Specific 
Capabilities
1
For Generic 3 switches, a direct agent call can be initiated by an adjunct. 
For Generic 3 Version 2 and later Generic 3 switch releases with the EAS 
feature, a direct agent call can be initiated by dialing the agent’s login 
number or through the “route to number” vector command. The call is 
treated like an ACD call and is delivered to the agent before any split/skill 
ACD calls queue. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-22
Expanded Agent 
Capabilities 
(
DEFINITY ECS 
R5 and Later)
1
The expanded agent capabilities feature allows EAS agents to have up to 
20 skills assigned. Each skill may be assigned a level from 1 to 16, 
where1 is the highest level and 16 is the lowest. (The numeric level 
replaces the skill type 
p or s used in earlier G3 EAS releases.) Agents 
may have a call handling preference based either on the skill level, 
meaning that the agent will serve calls waiting for their highest level skill 
before serving calls waiting for any lower level skills; or based on greatest 
need, meaning that the agent will serve the highest-priority, oldest call 
waiting for any of their skills.
The expanded agent capabilities feature also allows the specification of 
the skill to be used for the agent’s direct calls. This also allows 
specification of the level for the direct agent skill; which, in conjunction 
with the agent’s call handling preference, may affect the order in which a 
direct agent call is delivered to an agent. That is, direct agent calls need 
to be delivered for all skill ACD calls.
A new concept introduced in R3V5 CMS, the top skill, can be useful in 
EAS implementations that use skill level call handling preference for the 
agents. An agent’s first administered, highest level skill is the agent’s top 
skill, since it is for this skill that the agent is most likely to handle calls. 
This is the skill that can “count on” the agent. New database items have 
been added to track the number of top agents in skills, as well as the time 
top agents spent available and in AUX.
The expanded agent capabilities on the switch include an increased 
number of measured splits/skills to 600 and an increase in the number of 
measured agent/split or agent/skill pairs to 10,000 for the G3r processor, 
as well as new options for Most Idle Agent (MIA) call distribution. The 
new options allow selection of MIA distribution across skills, rather than 
for each skill, and selection of whether agents in ACW are or are not 
included in the agent free list. These options have no direct impact on 
CMS, since CMS does not keep track of the most idle agent.
Multiple Call 
Handling (G3V3)
1
The Multiple Call Handling feature allows an ACD agent to put a call on 
hold and push the Auto-In or Manual-In key to take another ACD call. 
CentreVu CMS tracks the hold state as a call state, not an agent state. 
This means that hold time is counted for each call. For example, an agent 
who places two calls on hold for 5 minutes to answer a third accrues 10 
minutes hold time for the two calls in the space of only 5 minutes on the 
clock.  
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-23
Forced Multiple 
Call Handling 
(G3V4)
1
The Forced Multiple Call Handling feature in Generic 3 Version 4 
switches allow an ACD call to ring at an agent’s voice terminal even if that 
agent is already talking on an ACD call. In this case, the agent continues 
to accrue talk time until the agent puts the current call on hold or releases 
it.
Hold Tracking 
(G3)
1
CentreVu CMS tracks and reports hold state for calls put on hold for 
Generic 3 switches. This means that 
CentreVu CMS is notified when an 
agent puts a call on hold. For Generic 3 switches, 
CentreVu CMS tracks 
all calls put on hold. 
Ringing (G3)1CentreVu CMS displays the number of agents with split/skill ACD calls 
and direct agent calls ringing at their voice terminals. This information is 
meaningful only if agents voice terminals are administered to ring rather 
than receive zip tone. The switch sends a message to 
CentreVu CMS 
when a call is directed to an agent and alerting begins. Currently, this is 
only supported on Generic 3 switches. If you do not have one of these 
switches, the ring state columns in standard reports display blanks.
Transfer 
Tracking
1
For Generic 3 switches, CentreVu CMS tracks all transferred calls made 
by measured agents. The agent and split/skill reports display these 
transfers. Transfers into a split/skill, agent, or VDN are not tracked 
explicitly (for example, the party initiating the transfer is credited with a 
transfer, not the party receiving the transfer).
Conference 
Tracking (G3)
1
CentreVu CMS tracks conferenced calls for Generic 3 switches. Agents 
who transfer a call by conferencing and then dropping off are credited 
with a conference and not a transfer. 
Call Pickup1CentreVu CMS tracks ACD calls that are answered by an agent using the 
Call Pickup feature as AUXIN calls. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-24
Agents in 
Multiple 
Splits/Skills
1
CentreVu CMS requires agents to log into multiple splits/skills using the 
same login ID for all splits/skills. This allows 
CentreVu CMS to track the 
agent as a single person and to coordinate the data for that agent. 
Agents in multiple splits/skills are tracked as a single agent in R3 CMS. 
For non-EAS ACD operation, agents must log in with the same llogin ID 
for all splits. “TI_” database items have been added to indicate the time 
the the agent spent in various work states independent of the split/skill 
the agent is working in. These are interval-based items.
When agents are logged into multiple splits/skills, the items counting 
AUXIN/AUXOUT calls and time are usually associated with the split/skill 
the agent has been logged into the longest (i.e., the first split the agent 
logged into). However, in the case where an agent puts a split/skill or 
direct agent ACD call on hold and then makes an AUXOUT call, the 
outgoing call and its talk time are counted for the split/skill associated 
with the ACD call.
Real-Time Reports1Real-time reports assume that agents can only be doing one thing at a 
time. Agents can be in the following states: AVAIL, ACD, ACW, AUX, 
DACD, DACW, RINGING, UNKNOWN, OTHER, or UNSTAFFED. When 
an agent logs into multiple splits/skills, the split/skill number(s) are shown 
on the report(s) for the states (ACD, DACD, ACW, AVAIL, and RINGING) 
associated with the call. For example, if an agent logged into split/skill 1 
and split/skill 2 and answered an ACD call for Split/Skill 2, the split/skill 
number shown in the standard real-time report(s) is “2.”
Splits Shown on 
Real-Time Reports
1
For splits, as long as the agent is not on a call or the agent is in AUX and 
is available in at least some splits, real-time reports show all the splits in 
which the agent is available. For skills, the agent cannot be available in 
some skills and not available in others unless Multiple Call Handling 
(MCH) is active. The Skill Status report shows all the agents login skills. 
If an ACD call is ringing the agents voice terminal, the real-time report 
shows the RINGING state. If a personal call is ringing at the agents voice 
terminal, the real-time report shows the OTHER state. No split/skill is 
shown for the AUX and UNKNOWN states because these states are not 
split/skill related unless the agent is on a call (AUXIN or AUXOUT) in 
which case, the split/skill is shown in the report. The agent is shown as 
being in AUX only if the agent is in AUX in all splits/skills.
Real-Time 
Split/Skill Reports
1
With real-time split/skill reports, if an agent is available in split 1 and in 
AUX in split 2 and you request the Split/Skill report which displays both 
splits, the report shows the agent is AVAIL in split 1 and OTHER in split 2.  
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-25
Multiple-Split/ 
Skill Queuing 
(G3)
1
On a Generic 3 switch, calls can be queued to as many as three 
splits/skills simultaneously. For the first split/skill to which a call is queued 
(primary split/skill), 
CentreVu CMS counts an answer, outflow (leaves 
vector processing or is answered by an agent in another split/skill), or 
abandon. For the second or third split/skill to which a call is queued, 
CentreVu CMS counts an answer and an inflow if the call is answered in 
that split/skill. If the call is answered in another split, the call outflows, or 
the caller abandons, 
CentreVu CMS counts the call as dequeued.
If a call rings in a second or third split and then abandons, an inflow and 
abandon are counted for that split; an outflow or dequeue is counted for 
the other splits.
Multiple Split/Skill 
Queueing Example
1
In the following Multiple-Split/Skill Queuing example, you see the call 
queue to split/skill 1 first, then queue to split/skill 2 after 15 seconds. After 
another 10 seconds, the call enters split/skill 3s queue. The call is now 
queued to splits/skills 1, 2, and 3 at the same time. See the example for 
disposition of the call for all three splits if the call was abandoned, was 
answered, or routed to a VDN.
NOTE:
Call Disposition Split/Skill 1 Split/Skill 2 Split/Skill 3
Abandoned from 
QueueABNCALLS
ABNTIME = 30DEQUEUECALLS
DEQUETIME = 15DEQUEUECALLS
DEQUETIME = 5
Split/Skill 2 Answered  OUTFLOWCALLS
OUTFLOWTIME = 30ACDCALLS
ANSTIME = 15
INFLOWCALLSDEQUEUECALLS
DEQUETIME = 5
Route to VDN OUTFLOWCALLS
OUTFLOWTIME = 30DEQUEUECALLS
DEQUETIME = 15DEQUEUECALLS
DEQUETIME = 5
Abandoned from 
Ringing Split/Skill 2OUTFLOWCALLS
OUTFLOWTIME = 30ABNCALLS
ABNTIME = 15DEQUEUECALLS
DEQUETIME = 5
15 SECONDS 10 SECONDS 5 SECONDS
Call queues to
 
split/skill 1Call enters queue
for Split/Skill 2Call enters queue
for Split/Skill 3Call disposition after
30 seconds in queueCall enters queue
for Split/Skill 2 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-26
Best Service 
Routing 
(
DEFINITY ECS 
R6)
1
Best Service Routing (BSR) allows calls to be balanced at a single site or 
between multiple sites. BSR is enhanced multi-site routing that provides 
new call vectoring functions that build upon the Look-Ahead Interflow 
feature to route a call to the “best” split/skill on a single Enterprise 
Communications Server (ECS) or to the “best” split/skill in a network of 
DEFINITY ECSs. The “best” split/skill is defined as the local split/skill or 
remote ECS that offers the shortest waiting time for the call in a call 
surplus (calls queued) situation for the application. The waiting time is 
calculated using the 
DEFINITY ECS’s Expected Wait Time (EWT) 
predictor, and can be adjusted by the user. In an agents available 
situation, the “best” split/skill is determined based on the assigned 
available agent strategy. BSR data is tracked in the vector, VDN, and call 
history tables.
Agent State 
Tracking at Login
1
CentreVu CMS does not know what state agents are in immediately after 
they have logged in (or right after the link to the switch has come up) until 
notified by the switch. The time the agent spent in this state is tracked as 
I_OTHERTIME and TI_OTHERTIME and the agents state is displayed 
as OTHER. 
Generic 3 Switch 
Functionality
1
For Generic 3 switches, the time between logging in and moving to the 
AUX state depends on the time it takes for the agent logging in to release 
the call or go on-hook or for the switch to time the call out (about 5 to 10 
seconds). 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-27
Move Agent 
While Staffed 
(G3V4 and later)
1
The G3V4 switch release supports moving a staffed agent between splits 
or changing the skill assignments for staffed agents. If the agent has any 
call on the voice terminal or is in ACW, then the move cannot take place 
immediately, but is pending until the agent voice terminal goes idle (all 
calls have been terminated), or the agent changes out of the ACW mode. 
CMS provides two real-time database items in the agent data, 
MOVEPENDING and PENDINGSPLIT, that can be accessed by using 
custom reports to provide information about whether agents have moves 
pending and, if so, the split or skill to which they are being moved. Note 
that in the case that the agent’s skills are being changed and the change 
adds more than one skill, the PENDINGSPLIT item will show the first skill 
that is being added. It is also possible for MOVEPENDING to be set, but 
for PENDINGSAPLIT to be blank (or 0). This can happen, for example, 
when the link to the switch comes up and a move is pending for an agent. 
CMS will be notified by the switch that the move is pending, but 
PENDINGSPLIT will not be set.
Converse Vector 
Command (G3V2 
and later)
1
The “converse” command integrates Voice Response Units (VRUs) and 
the Vectoring feature. The “converse” command allows voice-response 
scripts to be executed while, for example, a call waits in queue. This 
command also allows data to be passed between the switch and a VRU 
or from the VRU through the switch to an ASAI adjunct processor.
Tracking 1There is no vector or VDN tracking for this command. If the VRU ports 
are administered as a measured split/skill, then agent and split/skill 
tracking is available.
Go To Vector1When a “go to vector” command is executed, an outflow and a “go to call” 
are counted for the first vector and an inflow is counted for the second 
vector, and the timing and statistics associated with the first vector for 
that call stop and are started for the second vector. The call remains in 
the original VDN, however, and tracking in that VDN continues. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-28
Outbound Call 
Management 
(OCM)
1
Outbound call management (OCM) calls to splits/skills are included as a 
subset of the ACD call database items (talk time, ringing, ACW, and so 
on). OCM calls also have their own database items which start with O_ in 
the agent, split/skill, trunk and trunk group tables. Inbound split/skill calls 
can be calculated as ACDCALLS - O_ACDCALLS. See the “Adjunct-
Placed and Adjunct-Routed Calls” section for more information.
Redirection on 
No Answer 
(G3V2 and later)
1
When a ringing call times out, the call can be requeued to the same 
split/skill or to a Vector Directory Number (VDN) by the Redirection on No 
Answer (RONA) feature (available only on a 
DEFINITY ECS). When 
redirected to the same split/skill, an outflow and an inflow are counted for 
the split/skill. Thus, the redirected call appears as two offered calls to the 
split/skill. The database item NOANSREDIR is also incremented. The 
unique calls offered to the split/skill can then be calculated by subtracting 
the value of NOANSREDIR from CALLSOFFERED. 
This assumes that the split/skill is set up so that normal split/skill calls do 
not cover back to the same split/skill except through the Redirection on 
No Answer feature. If they can cover back to the same split/skill, each call 
that does this is counted as an outflow and inflow to that same split/skill. 
In this case, NOANSREDIR is not incremented.
When a ringing call times out and is routed to a VDN (Generic 3 Version 
4), an outflow and NOANSREDIR are incremented.
Skill State1Skills can now be in one of our states (unknown, normal, overload1, 
overload2), based on Expected Wait Time (EWT) threshold. Time spent 
in each state except UNKNOWN is trakced 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.
NOTE: 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-29
Switch Average 
Speed of Answer 
(G3V4 and later)
1
The G3V4 and later switches calculate a roilling average speed of 
answer (ASA) for splits/skills and VDN(s). This ASA can be used in 
vector conditionals to determine where to queue calls. The ASA(s) for 
splits/skills and for VDN(s) are also sent to R3V4 and later CMS, and can 
be displayed on real-time reports.
The ASA for a split/skill includes the time spent in the split/skill queue and 
the time ringing at an agent. The ASA for a VDN includes the time spent 
in vector processing (including the time spent in queue) and the time 
ringing for the VDN assocaited with the call when it was answered. This 
switch-generated, rolling ASA is a running, weighted average calculation. 
ASA will in general not match the average speed of answer on CMS.
Timed ACW1The times ACW feature, which provides automatic-in agents with a fixed 
ACW period after each Automatic-In call, makes no changes in CMS 
tracking of ACW time. Timed ACW is tracked identically to manually 
entered ACW or ACW resulting from manaul-in calls.
Tracking of 
Times/Duration
1
In the trunk, trunk group, and VDN tables, the TIME items typically 
accumulate until the trunk drops at the end of the call, unless the items 
are queue time or ring time or other similar items. 
TIME Database 
Items
1
In the split/skill and vector tables, the TIME items typically accumulate 
until the call leaves the split/skill/vector and the disposition is known (for 
example, when the call outflows or when the caller starts hearing the 
forced busy).
Trunk No Answer 
Timeout (G3V2 
and later)
1
This timer starts when the switch first seizes the trunk and is stopped 
when answer supervision is sent for the call. If it times out, the call is 
dropped by the switch and the 
CentreVu CMS counts the call as an 
abandoned call. (This timer is for switches in countries that lack 
disconnect supervision for trunks. The assumption is that the caller 
abandoned long ago.) 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-30
Vector 
Disconnect 
Timer (G3V2 and 
later)
1
The Vector Disconnect Timer is started when a call begins vector 
processing and stops when the call is routed successfully. This means 
that the call rings at a destination or the trunk is connected to a 
destination. In the case of adjunct routing, the timer is stopped when the 
call is routed successfully. If the timer times out, the call is dropped by the 
switch and the 
CentreVu CMS records a forced disconnect for the call.
VDN Active Calls1The G3V4 switch provides a vector conditional base don a count of the 
active calls to a VDN. Incoming trunk calls that route directly to the VDN 
by Direct Inward Dialing (DID), DCS, PRI, tie or tandem trunks or 
incoming trunk calls where the VDN is considered the incoming 
destination, are considered active calls for a VDN. Incoming trunk night 
service calls where the VDN is the night service destination, or calls that 
forward or cover to the VDN that have not already routed to another VDN 
on this switch are also considered active calls for a VDN.
The G3V4 switch will send the current active VDN call count to R3V4 
CMS, where it can be displayed on real-time reports. Note that the 
switch’s count of “active” calls is not the same as the CMS count of 
INPROGRESS calls in the VDN, since the definition of “active in the 
VDN” differs between the switch and CMS. (CMS counts calls as 
INPROGRESS in the VDN whether they are inbound trunk calls or 
internal calls and regardless of whether this is the first VDN for the call or 
not.)
Wait Answer 
Supervision 
Timer (WAST)
1
This timer is started when a call begins ringing at an agent or station. It is 
stopped if the call is answered, connected or redirected. Once a 
redirected call begins ringing, the timer is restarted. In the case of 
redirection on no answer, if the call cannot be redirected, the WAST is 
restarted. If the WAST times out, the call is dropped by the switch and the 
CentreVu CMS records an abandon (from ringing) for the call.