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 Capabilities1-31
Universal Call ID 
(
DEFINITY ECS 
R6)
1
A Universal Call ID (UCID) is a unique tag that is assigned to a call. The 
purpose of the UCID is to allow call-related data to be collected and 
aggregated from multiple sources (for example, 
DEFINITY and Intuity 
Conversant
) and multiple sites. The UCID may then be used to group all 
the data from various sources about a particular call.
CMS will receive the UCID assigned to calls by a 
DEFINITY ECS R6 with 
this feature enabled. The UCID is then stored, along with data about the 
call itself, by the call history feature (which includes both internal and 
external call history). The data will be available to both Custom Reports 
and the Report Designer. UCID data is stored in the call history and agent 
trace tables.
CentreVu 
Advocate (ECS 
R6 and later)
1
CentreVu Advocate is available on the DEFINITY ECS, Release 6 and 
later versions. 
CentreVu Advocate has introduced database tracking 
items for CMS:
lSkill 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/skill tables. The state is unknown when the link is 
down or the split is non-Expert Agent Selection (EAS), or when a 
new skill is added and the state message has not yet arrived. The 
skill state is unknown if the CMS is connected to a non-R3V6 switch.
lReserve Agent: Agents can have a skill level of reserve1 or 
reserve2 that corresponds to skill states overload 1 and overload 2. 
Only when the skill is in an overload state will the appropriate 
reserve agents serve that skill. These agents have a special agent 
“service” role. When the agents are available, but the skill is not in 
the appropriate state, the agent is tracked as “other.”
lAgent Counts: The number of agents in various states are stored in 
the split/skill tables by agent type. Reserve agents are stored in 
R1
xxx and R2xxx database items. Top agents are stored in Txxx 
and flex agents are stored in F
xxx database items. Flex agents can 
have a role of roving, backup, or allocated.
lAgent Time in Skill: Agents’ ACD/After Call Work (ACW) time can 
be tracked by skill. Non-ACD time in standard skills is as follows: 
agents with the tracked skill as the top skill use 100 percent, while 
agents who are percent allocated use the same percentage for both 
ACD and non-ACD time. Backup, Roving, or Reserve agents track 
none of their non-ACD time toward this skill. 
						

							  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-32
lAgent Role: ROLE is a new database item that has been added to 
the agent tables to describe how an agent participates in a skill. The 
agent’s role is based on both the agent’s Skill Level and Call 
Handling Preference. Agents with a reserve skill have a role of 
Reserve. Non-EAS agents and agents with Greatest need Call 
Handling Preference have a role of Roving. Top agents have a role 
of Top. Skill Level Call Handling Preference agents who are neither 
top or reserve have a role of Backup. Agents who are Percent 
Allocated have a role of Allocated.
Location (ECS 
R8 and later)
1
A location, or site, refers to a physical location. This can be a building, a 
section of a building, or it can be what was once a separate ACD before 
the ATM WAN capability was used to merge separate ACDs with other 
ACDs into one large call center. A location will typically be assigned one 
(or more) location IDs. A location, despite being part of a larger call 
center, may continue to have sole responsibility for handling certain 800 
numbers. A location may also share responsibility for handling an 800 
number by having some of its agents be part of a larger split/skill that 
includes agents from other locations.
Location ID for 
agents
1
An agent location ID is the ID of the agent terminal the agent is logged 
into. It is associated with the DEFINTY port network ID to which the agent 
terminal is attached. An agent cannot be assigned a location ID for 
reporting purposes until he or she logs into the ACD. Available on the 
DEFINITY ECS R7.1 with ATM and later. This is supported by the 
LOC_ID database item.
Location ID for 
trunks
1
The DEFINITY network location ID (1-44) associated with a trunk. A 
Location ID is not directly assigned to an trunk, instead, it is assigned to a 
port network (via the 
chcabinetx form). Therefore, each trunk whose 
equipment location belongs to that port network will be associated with 
that port network’s location ID. This is supported by the EQLOC database 
item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
2-1
2 Database Items and Calculations  
Overview2
Purpose2This chapter describes the CentreVu® Call Management System (CMS) 
database tables, the items in the database tables, and the standard 
Dictionary calculations that use the database items. This chapter also 
includes calculations added to specifically support Supervisor reports. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
General information2-2
General information2
Overview2
Purpose2This section presents general information about database items.
Organization2The following topics are covered:
l“Database item types” on page 2-2
l“Split/skill database items” on page 2-3
l“Agent database items” on page 2-3
l“Trunk group database items” on page 2-4
l“Trunk database items” on page 2-4
l“Vector database items” on page 2-4
l“VDN database items” on page 2-5
l“Call work codes database items” on page 2-5
l“Agent login/logout database items” on page 2-6
l“Agent trace database items” on page 2-6
l“Current day configuration database items” on page 2-6
l“Current day report database items” on page 2-7
l“Call record database items” on page 2-7
l“Exception historical database items” on page 2-7
Database item 
types
2
Overview2Cumulative, Administrative, Row Identifier, Busy Hour, and Maximum 
Value items apply to both the current and previous interval real-time 
tables. Status items apply only to the current interval tables. Special 
Table items are historical, and apply only to the table in which they are 
stored. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
General information2-3
Split/skill 
database items
2
Overview2The Split/Skill database item descriptions apply to real-time and historical 
items.
Real Time Database 
Items
2
Real-Time split/skill database items apply to the Current Interval 
Split/Skill (csplit) and Previous Interval Split/Skill (psplit) tables. The real-
time indexes are ACD and SPLIT.
Historical Database 
Items
2
Historical split/skill database items apply to the Intrahour Split/Skill 
(hsplit), Daily Split/Skill (dsplit), Weekly Split/Skill (wsplit), and Monthly 
Split/Skill (msplit) tables, except as noted. The historical indexes are 
SPLIT and ROW_DATE.
Customizing Reports2Row data will be archived for the I_OL1TIME and I_OL2TIME items if the 
row spent any time in the overload 1 or overload 2 threshold states. If the 
row (skill) spent all of its time in the normal state, and has no other 
reason to he archived (that is, no agent staffed time, no calls handled, 
and so on), then it will not be archived. When creating a report through 
CentreVu Report Designer or CMS Custom reports, data should be 
summed across user-specified intervals in order to see meaningful report 
results.
Agent database 
items
2
Overview2The Agent database item descriptions apply to real-time and historical 
items.
Real Time Database 
Items
2
Real-Time agent database items apply to the Current Interval Agent 
(cagent) and Previous Interval Agent (pagent) tables. The real-time 
indexes are ACD, LOGID, POSITION, and SPLIT.
Historical Database 
Items
2
Historical agent database items apply to the Intrahour Agent (hagent), 
Daily Agent (dagent), Weekly Agent (wagent), and Monthly Agent 
(magent) tables, except as noted. The historical indexes are LOGID, 
SPLIT, and ROW_DATE. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
General information2-4
Trunk group 
database items
2
Overview2The Trunk Group database item descriptions apply to real-time and 
historical items.
Real Time Database 
Items
2
Real-Time trunk group database items apply to the Current Interval Trunk 
Group (ctkgrp) and Previous Interval Trunk Group (ptkgrp) tables. The 
real-time indexes are ACD and TKGRP.
Historical Database 
Items
2
Historical trunk group database items apply to the Intrahour Trunk Group 
(htkgrp), Daily Trunk Group (dtkgrp), Weekly Trunk Group (wtkgrp), and 
Monthly Trunk Group (mtkgrp) tables, except as noted. The historical 
indexes are ROW_DATE and TKGRP.
Trunk database 
items
2
Overview2The Trunk database item descriptions apply to real-time and historical 
items.
Real Time Database 
Items
2
Real-Time trunk database items apply to the Current Interval Trunk 
(ctrunk) and Previous Interval Agent (ptrunk) tables. The real-time 
indexes are ACD, ITN, EQLOC, and TKGRP.
Historical Database 
Items
2
Historical trunk database items apply to the Intrahour Trunk (htrunk), 
Daily Trunk (dtrunk), Weekly Trunk Group (wtrunk), and Monthly Trunk 
(mtrunk) tables, except as noted. The historical indexes are EQLOC, 
ROW_DATE and TKGRP.
Vector database 
items
2
Overview2The Vector database item descriptions apply to real-time and historical 
items. Vector database items are available only if the Vectoring feature 
has been purchased and authorized for you to use.
Real Time Database 
Items
2
Real-Time vector database items apply to the Current Interval Vector 
(cvector) and Previous Interval Vector (pvector) tables. The real-time 
indexes are ACD and VECTOR. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
General information2-5
Historical Database 
Items
2
Historical vector database items apply to the Intrahour Vector (hvector), 
Daily Vector (dvector), Weekly Vector (wvector), and Monthly Vector 
(mvector) tables, except as noted. The historical indexes are 
ROW_DATE and VECTOR.
VDN database 
items
2
Overview2The VDN Database Item descriptions apply to real-time and historical 
items. VDN database items are available only if the vectoring feature has 
been purchased and authorized for you to use.
Real Time Database 
Items
2
Real-Time VDN database items apply to the Current Interval VDN (cvdn) 
and Previous Interval VDN (pvdn) tables. The real-time indexes are ACD, 
VDN, and VECTOR.
Historical Database 
Items
2
Historical VDN database items apply to the Intrahour VDN (hvdn), Daily 
VDN (dvdn), Weekly VDN (wvdn), and Monthly VDN (mvdn) tables, 
except as noted. The historical indexes are ROW_DATE and VDN.
Call work codes 
database items
2
Overview2The Call Work Codes database item descriptions apply to real-time and 
historical items. Call work codes are only available with Generic 3 and 
later switches.
Real time database 
items
2
Real-Time call work codes apply to the Current Interval CWC (ccwc) and 
Previous Interval (pcwc) tables. The real-time indexes are ACD and 
CWC.
Historical database 
items
2
Historical call work codes database items apply to the Intrahour Call 
Work Codes (hcwc), Daily Call Work Codes (dcwc), Weekly Call Work 
Codes (wcwc), and Monthly Call Work Codes (mcwc) tables, except as 
noted. The indexes are ROW_DATE and CWC. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
General information2-6
Agent 
login/logout 
database items
2
Overview2The Agent Login/Logout database item descriptions are historical items 
specific to the Agent Login/Logout (haglog) table. The indexes are SPLIT 
and ROW_DATE.
Agent trace 
database items
2
Overview2The Agent Trace database item descriptions (Table F) are historical items 
specific to the Agent Trace (ag_actv) table. The indexes are LOGID and 
ROW_DATE.
Optional database 
items
2
The Optional database items collect data only when those items are 
selected in the 
CentreVu CMS System Setup: Agent Trace Record 
Contents window and are not used in any standard reports. To receive a 
report containing optional Agent Trace historical database items, a 
custom report must be created.
Current day 
configuration 
database items
2
Overview2The Current Day Configuration database item descriptions are historical 
items used specifically to collect values entered in the Forecast: Current 
Day window. They apply to the Current Day (f_cday) table. The indexes 
are ACD, ROW_DATE and SPLIT. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
General information2-7
Current day 
report database 
items
2
Overview2The Current Day Report database item descriptions (Table F) are 
historical items used specifically to collect values entered in the Forecast: 
Current Day window. They apply to the Current Day Report (f_cdayrep) 
table. The indexes are ACD, ROW_DATE and SPLIT.
Forecast data2Forecast data for a split/skill is automatically generated when the 
Forecast Manager runs (if you have also completed a Current Day 
Configuration for the split/skill).
Call record 
database items
2
Overview2The Call Record database item descriptions are historical items that 
apply specifically to the Call Record (call_rec) table. The indexes are 
ACD and ROW_DATE.
Exception 
historical 
database items
2
EXTYPE and REASON 
database items
2
In the following exceptions database items, the database item EXTYPE 
lists numerical values associated with exception types. The database 
item REASON lists numerical values associated with exception types.
Exception type 
storage
2
CentreVu CMS stores exception types using the numerical values, then 
translates the numbers into the text you see in standard exception 
reports.
Selecting exception 
types for reports
2
To select specific exception types for a custom report, you must enter the 
numerical value(s) in the Select rows where: statement. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-8
Database Items2
Overview2
Purpose2This section describes database items for all tables.
ABNCALLS2
Database tables2The ABNCALLS appears in the following database tables:
Split/skill tables
Number of CALLSOFFERED that were abandoned while in queue or 
ringing at an agent position. 
Note: When a call abandons while queued to multiple splits/skills and 
abandons from queue, only the primary split/skill increments ABNCALLS 
(calls that are ringing an agent and then abandon peg as abandons for 
the split/skill they were ringing). 
This also includes calls with talk times 
less than the phantom-abandoned call timer value, if it is set
. ABNCALLS 
= ABNCALLS1 + ABNCALLS2 + ABNCALLS3 + ABNCALLS4 + 
ABNCALLS5 + ABNCALLS6 + ABNCALLS7 + ABNCALLS8 + 
ABNCALLS9 + ABNCALLS10 ABNCALLS includes ABNCALLS1-10, 
ABNRINGCALLS, O_ABNCALLS, PHANTOMABNS, SLVLABNS.
This is a cumulative item.
Agent tables
The number of split/skill ACD calls that were abandoned while ringing the 
agents voice terminal (after being directed to the agent voice terminal, 
but before being answered). This includes calls considered abandoned 
because their talk time was less than the phantom-abandoned call timer. 
For Generic 3 switches, ABNCALLS includes PHANTOMABNS. 
Available on Generic 3 switches.
This is a cumulative item.
Trunk group tables
The number of calls carried by this trunk that were abandoned by the 
caller before being answered by an agent. Calls directly to unmeasured 
stations that did not go through a measured VDN or split/skill are not 
recorded.