Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-19
ACWINCALLS2
Database tables2The ACWINCALLS item appears in the following database tables:
Split/skill tables
Number of inbound extension calls received by agents while in ACW for 
split/skill ACD calls or in ACW.
This is a cumulative item.
Agent tables
The number of inbound extension calls received by the agent while in 
ACW. This includes ACW for split/skill and direct agent ACD calls and 
ACW not associated with a call.
This is a cumulative item.
ACWINTIME2
Database tables2The ACWINTIME item appears in the following database tables:
Split/skill tables
Talk time of all ACWINCALLS. ACWINTIME does not include hold time 
on Generic 3 switches. It does include time spent on calls received while 
in ACW not associated with an ACD call.
This is a cumulative item.
Agent tables
Talk time of all ACWINCALLS. ACWINTIME includes DA_ACWINCALLS, 
but does not include HOLDTIME.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-20
ACWOUTADJ-
CALLS
2
Database tables2The ACWOUTADJCALLS item appears in the following database tables:
Split/skill tables
Number of ACWOUTCALLS that were placed by an adjunct on behalf of 
an agent (keyboard-dialed). If such calls are placed to off-switch 
destinations, then they are also counted as ACWOUTOFFCALLS. 
Available for outbound calls on Generic 3 switches with the ASAI feature.
This is a cumulative item.
Agent tables
The number of ACWOUTCALLS that were placed by an adjunct on 
behalf of an agent (keyboard-dialed). If such calls are placed to off-switch 
destinations, then they are also counted as ACWOUTOFFCALLS. 
Available on the Generic 3 switch with the ASAI feature.
This is a cumulative item.
ACWOUTCALLS2
Database tables2The ACWOUTCALLS item appears in the following database tables:
Split/skill tables
Number of outbound extension calls made by agents or on behalf of 
agents while in ACW. This includes ACW for split/skill ACD calls and 
ACW not associated with a call. ACWOUTCALLS includes 
ACWOUTADJCALLS and ACWOUTOFFCALLS
This is a cumulative item.
Agent tables
The number of outbound extension calls made by the agent or on behalf 
of the agent while in ACW. This includes ACW for split/skill ACD calls and 
ACW not associated with a call. ACWOUTCALLS includes 
ACWOUTADJCALLS, ACWOUTOFFCALLS, and DA_ACWOCALLS.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-21
ACWOUTOFF-
CALLS
2
Database tables2The ACWOUTOFFCALLS item appears in the following database tables:
Split/skill tables
Number of ACWOUTCALLS that were made to a an off-switch 
destination-a destination outside the switch. If such calls are placed by an 
adjunct on behalf of an agent while in ACW, they are also counted as 
ACWOUTADJCALLS. Available for external calls with Generic 3 
switches.
This is a cumulative item.
Agent tables
The number of ACWOUTCALLS that were made to an off-switch 
destination-a destination outside the switch. If these calls were placed by 
an adjunct on behalf of the agent (keyboard-dialed), then they are 
counted as ACWOUTADJCALLS. Available for external calls on Generic 
3 switches.
This is a cumulative item.
ACWOUTOFF-
TIME
2
Database tables2The ACWOUTOFFTIME item appears in the following database tables:
Split/skill tables
Talk time of all ACWOUTOFFCALLS (does not include time on hold). 
ACWOUTOFFTIME includes ACWOUTTIME. Available for external calls 
with Generic 3 switches.
This is a cumulative item.
Agent tables
The talk time of all ACWOUTOFFCALLS (does not include time on hold). 
ACWOUTTIME includes ACWOUTOFFTIME. Available for external calls 
on Generic 3 switches.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-22
ACWOUTTIME2
Database tables2The ACWOUTTIME item appears in the following database tables:
Split/skill tables
Talk time of all ACWOUTCALLS. ACWOUTTIME does not include hold 
time on Generic 3 switches. It does include time spent on calls made 
while in ACW not associated with an ACD call and on 
ACWOUTADJCALLS and on ACWOUTOFFCALLS.
This is a cumulative item.
Agent tables
The talk time of all ACWOUTCALLS. ACWOUTTIME does not include 
HOLDTIME. ACWOUTTIME includes time spent on calls made while in 
ACW that was not associated with an ACD call and on 
ACWOUTADJCALLS and on ACWOUTOFFCALLS. For Generic 3 
switches, ACWOUTTIME does not include time ACWOUTCALLS spent 
on hold. It does include time spent on calls made while in ACW not 
associated with an ACD call.
This is a cumulative item.
ACWTIME2
Database tables2The ACWTIME item appears in the following database tables:
Split/skill tables
Duration of all after call work associated with ACDCALLS. Note: 
ACWTIME does not include time spent in ACW not associated with an 
ACD call (that is, the agent pressed the ACW button while not on an ACD 
call). However, both ACWINTIME and ACWOUTTIME do include time 
spent on calls made or received while in ACW not associated with an 
ACD call. Therefore, the sum of ACWINTIME and ACWOUTTIME may 
be greater than ACWTIME. ACWTIME includes ACWINTIME, 
ACWOUTTIME, and O_ACWTIME.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-23
Agent tables
The duration of all after call work associated with ACDCALLS, including 
ACWINTIME and ACWOUTCALLS received/made during call-associated 
ACW. Note: ACWTIME does not include the time spent in ACW not 
associated with an ACD call (that is, the agent pressed the ACW button 
while not on an ACD call). However, both ACWINTIME and 
ACWOUTTIME do include time spent on calls made or received while in 
ACW not associated with an ACD call. Therefore, the sum of 
ACWINTIME and ACWOUTIME may be greater than ACWTIME. 
ACWTIME includes ACWINTIME, ACWOUTTIME, DA_ACWTIME, and 
O_ACWTIME.
This is a cumulative item.
VDN tables
The time that agents spent in ACW associated with ACDCALLS. 
ACWTIME includes SKILLACWTIME1-3.
This is a cumulative item.
Call work codes tables
Time that the agent spent in ACW for ACDCALLS that were associated 
with this call work code.
This is a cumulative item.
Call record tables
The time spent, in seconds, in ACW associated with this call by the 
answering agent in this segment.
ADJATTEMPTS2
Database tables2The ADJATTEMPTS item appears in the following database tables:
Vector tables
The number of adjunct routing attempts for calls in this VECTOR. 
Available on the ECS and Generic 3 switches with the ASAI feature. 
ADJATTEMPTS includes ADJROUTED.
This is a cumulative item.
VDN tables
The number of adjunct-routing attempts for calls in this VDN. 
ADJATTEMPTS includes ADJROUTED. Available on the ECS and 
Generic 3 switches with the ASAI gateway.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-24
ADJROUTED2
Database tables2The ADJROUTED item appears in the following database tables:
Vector tables
The number of adjunct-routing calls that were redirected by an adjunct 
processor or host computer. Available on the ECS and Generic 3 
switches with vectoring and the ASAI feature.
This is a cumulative item.
VDN tables
The number of adjunct routing calls that were redirected by an adjunct 
processor or host computer. Available on the ECS and Generic 3 
switches with vectoring and the ASAI feature.
This is a cumulative item.
ADJUNCTOUT 
(real-time)
2
Database tables2The ADJUNCTOUT (real-time) item appears in the following database 
tables:
Trunk group tables
The current number of OUTBOUND calls an adjunct processor 
originated. Available on Generic 3 switches with the ASAI gateway.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-25
AGINRING 
(real-time)
2
Database tables2The AGINRING (real-time) item appears in the following database tables:
Split/skill tables
Current number of POSITIONS at which split/skill or direct agent calls are 
ringing (for example, ACD call ringing for this split/skill and are not doing 
anything else). Note: When an agent makes or answers a personal call 
while an ACD call is ringing, that position is no longer counted in 
AGINRING (because the agent is then on an AUXIN/OUT call). Agents 
talking on ACD calls who receive a forced MCH call (Generic 3 Version 4 
switches only) are not counted in AGINRING (they are counted in 
ONACD). Available on Generic 3 switches for ring tracking.
This is a status item.
AGOCC2
Database tables2The AGOCC item appears in the following database tables:
Current day report tables
Objective maximum percentage of time that an agent will be on ACD calls 
(agent occupancy).
AGSTATE 
(real-time)
2
Database tables2The AGSTATE (real-time) item appears in the following database tables:
Agent tables
The agents current WORKMODE and call DIRECTION, for example, 
AUXOUT.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-26
AGT_RELEASED2
Database tables2The AGT_RELEASED item appears in the following database tables:
Agent trace tables
Agent released or dropped the split/skill or direct agent ACD call. This is 
always true for ACD calls the agent transferred or conferenced. Available 
on Generic 3 and newer switches.
Call record tables
Agent released or dropped the split/skill or direct agent ACD call. This is 
always true for ACD calls the agent transferred or conferenced. (0=NO, 
1=YES). Available on Generic 3 and newer switches.
AGDURATION 
(real-time)
2
Database tables2The AGTIME (real-time) item appears in the following database tables:
Agent tables
The elapsed time since the last agent WORKMODE and/or DIRECTION 
change for any split/skill. For example, if the agent goes from AUX to 
AUXOUT to AUX, AGTIME resets for each DIRECTION change.
This is a status item.
AGTIME
(real-time)
2
Database tables2The AGTIME (real-time) item appears in the following database tables:
Agent tables
The elapsed time since the last agent WORKMODE change for any 
split/skill. This item is not reset if the DIRECTION changes, but 
WORKMODE remains the same. For example, if the agent goes from 
AUX to AUXOUT to AUX, AGTIME continues without resetting.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-27
ALLINUSE 
(real-time)
2
Database tables2The ALLINUSE (real-time) item appears in the following database tables:
Trunk group tables
Current use status of all trunks in the trunk group (on calls or 
maintenance busy). Values for ALLINUSE are YES and NO
This is a status item.
ALLINUSETIME2
Database tables2The ALLINUSETIME item appears in the following database tables:
Trunk group tables
The length of time during the interval that all trunks in the trunk group are 
in use (on calls or maintenance busy).
This is a cumulative item.
ANI_SID2
Database tables2The ANI_SID item appears in the following database tables:
Malicious call trace exception table
Billing number or phone number from which the malicious call originated 
(available only if the switch has ANI/SID service).
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-28
ANSCONN-
CALLS1-10
2
Database tables2The ANSCONNCALLS1-10 item appears in the following database 
tables:
VDN tables
The number of times that callers were answered (ACDCALLS) and 
connected (CONNECTCALLS) during each of the service level 
increments PERIOD1 through PERIOD9 as defined in the Call Center 
Administration: VDN Call Profile Setup window. ANSCONNCALLS10 
counts calls answered or connected after PERIOD9. 
Answered/connected calls include split/skill and direct agent ACD calls 
and extension calls by a route to or adjunct routing vector command.
This is a cumulative item.
ANSHOLDTIME2
Database tables2The ANSHOLDTIME item appears in the following database tables:
Call record tables
The total time, in seconds, the call was put on hold by the answering 
agent in this call segment. In agent-to-agent calls, ANSHOLDTIME is 
accrued for the answering agent if the agent puts the call on hold, but not 
for the other agent (who continues to accrue talk time). For Generic 3 
switches, and 
DEFINITY ECS Release 5, hold time is accrued for any 
type of call.
ANSLOCID2
Database tables2The ANSLOCID item appears in the following database tables:
Call record tables
The location ID associated with the EXTENSION at which the answering 
agent logged in.