Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-29
ANSLOGIN2
Database tables2The ANSLOGIN item appears in the following database tables:
Call record tables
Login ID of the agent who answered the call in this segment. This field is 
blank for unmeasured extensions when EAS is not active.
ANSREASON2
Database tables2The ANSREASON item appears in the following database tables:
Call record tables
The reason code (0 through 9) associated with the answering agents 
mode, if the agent is in the AUX mode. For agents in AUX on switches 
with releases prior to the ECS or switches that do not have EAS and 
reason codes active, ANSREASON is always 0.
ANSRINGTIME2
Database tables2The ANSRINGTIME item appears in the following database tables:
Agent tables
The time split/skill and direct agent ACD calls spent ringing at the agents 
voice terminal before being answered. Available for ring-tracking on 
Generic 3 switches.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-30
ANSTIME2
Database tables2The ANSTIME item appears in the following database tables:
Split/skill tables
Time spent by callers in queue or ringing before being answered by an 
agent.
This is a cumulative item.
Vector tables
The time that split/skill and direct agent ACD calls waited while executing 
steps in this vector, queuing, and ringing before being answered by an 
agent. ANSTIME includes RINGTIME.
This is a cumulative item.
VDN tables
The time split/skill and direct agent ACD calls spent waiting to be 
answered in vector processing, in queue, and while ringing. ANSTIME 
includes RINGTIME.
This is a cumulative item.
ASA (real-time)2
Database tables2The ASA (real-time) item appears in the following database tables:
Split/skill tables
The switch-provided rolling average speed of answer for this split/skill. 
This value is sent to 
CentreVu CMS whenever it changes on the switch 
(for example, when a call is answered). EWT and ASA should not be 
expected to match. ASA gives a historical perspective, while EWT 
changes constantly to match current conditions such as queue length 
and staffing changes. Available with Generic 3 Version 4 switches for 
vectoring feature enhancements.
This is a status item.
VDN tables
The switch-provided rolling average speed of answer for this VDN. This 
value is sent to CMS whenever it changes on the switch when a call is 
answered. Available on Generic 3 Version 4 switches and on the ECS 
with vectoring.
This is a status item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-31
ASSIST (real-
time)
2
Database tables2The ASSIST item appears in the following database tables:
Agent tables
This is a real-time item.
A request for supervisor assistance is active for this agent for any 
split/skill. Values for ASSIST are 0= NO, 1 = YES.
This is a status item.
Call record tables
Whether or not the answering agent in this segment requested 
supervisor assistance on this call. Valid values for ASSIST are 0=NO, 
1=YES.
ASSIST_ACTV2
Database tables2The ASSIST_ACTV item appears in the following database tables:
Agent trace tables
Agent requested supervisor assistance (pressed the ASSIST button).
ASSISTS2
Database tables2The ASSISTS item appears in the following database tables:
Split/skill tables
The number of times the supervisor was called (supervisor assists) by 
agents on split/skill calls, direct agent ACD calls, or in call-related ACW 
for this split/skill.
This is a cumulative item.
Agent tables
The number of times the supervisor was called (supervisor assists) by 
agents on a split/skill direct agent ACD calls, or in call- related ACW for 
this split/skill.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-32
ATA G E N T  
(real-time)
2
Database tables2The ATAGENT (real-time) item appears in the following database tables:
VDN tables
The current number of INPROGRESS calls (ACD and non-ACD) that 
have been answered by an agent or connected to a station.
This is a status item.
AUDIO2
Database tables2The AUDIO item appears in the following database tables:
Trunk group tables
The number of calls for which audio difficulty problems were reported for 
a trunk or for trunks in this trunk group. Available on Generic 3 switches.
This is a cumulative item.
Trunk tables
The number of calls for which audio difficulty problems were reported for 
this trunk. Available on Generic 3 switches.
This is a cumulative item.
Call record tables
Whether or not an agent in this segment reported an audio difficulty 
problem. Valid values for AUDIO are 0=NO, 1=YES.
AUXINCALLS2
Database tables2The AUXINCALLS item appears in the following database tables:
Split/skill tables
The number of inbound extension calls received by agents while in AUX 
(auxiliary work), AVAILABLE, or, for Generic 3 switches, with an ACD or 
AUXIN/AUXOUT call on hold. AUXINCALLS are recorded in the SPLIT 
that is OLDEST_LOGON for agents in multiple splits/skills.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-33
Agent tables
The number of inbound extension calls received by agents while in AUX 
(auxiliary work), AVAILABLE, or for Generic 3 switches, with an ACD or 
AUXIN/AUXOUT call on hold.
This is a cumulative item.
AUXINTIME2
Database tables2The AUXINTIME item appears in the following database tables:
Split/skill tables
The talk time of all AUXINCALLS (does not include hold time on Generic 
3 switches).
This is a cumulative item.
Agent tables
The talk time of all AUXINCALLS.
This is a cumulative item.
AUXOUTADJ-
CALLS
2
Database tables2The AUXOUTADJCALLS item appears in the following database tables:
Split/skill tables
The number of AUXOUTCALLS 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 AUXOUTOFFCALLS. 
Available for outbound calls on Generic 3 switches with the ASAI feature.
This is a cumulative item.
Agent tables
The number of AUXOUTCALLS 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 AUXOUTOFFCALLS. 
Available for outbound calls on Generic 3 switches with the ASAI feature.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-34
AUXOUTCALLS2
Database tables2The AUXOUTCALLS item appears in the following database tables:
Split/skill tables
The number of outbound extension calls made by agents while in AUX 
(auxiliary work), AVAILABLE, or for Generic 3 switches with an ACD or 
AUXIN/AUXOUT call on hold. AUXOUTCALLS are recorded for the 
SPLIT which is the OLDEST_LOGON, unless the agent made the call 
with an ACD call on hold. In this case, they are recorded for the split/skill 
of the ACD call. AUXOUTCALLS includes ACDAUXOUTCALLS, 
AUXOUTADJCALLS, and AUXOUTOFFCALLS.
This is a cumulative item.
Agent tables
The number of outbound extension calls that were made by the agent or 
on behalf of the agent while in AUX (auxiliary work), AVAILABLE, or for 
Generic 3 switches with an ACD or AUXIN/AUXOUT call on hold. NOTE: 
Calls the agent makes to transfer or conference an ACD call are included 
as AUXOUT calls. AUXOUTCALLS includes AUXOUTADJCALLS, 
AUXOUTOFFCALLS, and ACDAUXOUTCALLS.
This is a cumulative item.
AUXOUTOFF-
CALLS
2
Database tables2The AUXOUTOFFCALLS item appears in the following database tables:
Split/skill tables
The number of AUXOUTCALLS that were made to a destination outside 
the switch. If such calls are placed by an adjunct on behalf of an agent, 
they are also counted as AUXOUTADJCALLS. Available for external 
calls with Generic 3 switches.
This is a cumulative item.
Agent tables
The number of AUXOUTCALLS that were made to a destination outside 
the switch. If such calls were placed by an adjunct on behalf of the agent 
(keyboard-dialed), then they are also counted as AUXOUTADJCALLS. 
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 Items2-35
AUXOUTOFF-
TIME
2
Database tables2The AUXOUTOFFTIME item appears in the following database tables:
Split/skill tables
The talk time of all AUXOUTOFFCALLS (does not include 
AUXOUTOFFCALLS spent on hold). AUXOUTOFFTIME is included in 
AUXOUTTIME. Available for external calls on Generic 3 switches.
This is a cumulative item.
Agent tables
The talk time of all AUXOUTOFFCALLS (does not include HOLDTIME). 
This time is included in AUXOUTTIME. Available for external calls on 
Generic 3 switches.
This is a cumulative item.
AUXOUTTIME2
Database tables2The AUXOUTTIME item appears in the following database tables:
Split/skill tables
Talk time of all AUXOUTCALLS. AUXOUTTIME does not include time 
spent on hold on Generic 3 switches. AUXOUTTIME includes 
AUXOUTOFFTIME.
This is a cumulative item.
Agent tables
The talk time of all AUXOUTCALLS. AUXOUTTIME includes 
AUXOUTOFFTIME, AUXOUTOFFCALLS, and AUXADJCALLS.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-36
AUXREASON
(real-time)
2
Database tables2The AUXREASON item appears in the following database tables:
Agent tables
The reason code associated with the agents current state. This is blank if 
the agent is not in the AUX state. For agents in AUX on switch releases 
that are earlier than the ECS or that do not have EAS and reason codes 
active, this will be 0 (zero).
This is a status item.
Agent trace tables
Reason code associated with the agents state. This is blank if the agent 
is not in the AUX state. For agents in AUX on switch releases that are 
earlier than the ECS or that do not have EAS and reason codes active, 
this will be 0 (zero).
AVAILABLE 
(real-time)
2
Database tables2The AVAILABLE (real-time) item appears in the following database 
tables:
Split/skill tables
Current Number of POSITIONS that are available in this split/skill.
This is a status item.
AVGAGSERV2
Database tables2The AVGAGSERV item appears in the following database tables:
Current day report tables
Objective average number of seconds for an agent to service a call. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-37
AVGSPEEDANS2
Database tables2The AVGSPEEDANS item appears in the following database tables:
Current day report tables
Objective average speed of answer in seconds for this type of call.
AWORKMODE
(real-time)
2
Database tables2The AWORKMODE item appears in the following database tables:
Agent tables
The current work mode for the agent. This item is identical to 
WORKMODE, except when the agent is available in some, but not all, 
splits/skills. In this case, AWORKMODE is only set to AVAIL if the agent 
is available in SPLIT. Otherwise, AWORKMODE is set to OTHER.
This is a status item.
BACKUPCALLS2
Database tables2The BACKUPCALLS item appears in the following database tables:
Split/skill tables
The number of ACDCALLS that were delivered to and answered by this 
split/skill by a vector command other than queue to main and the 
number of ACDCALLS that were delivered to a split/skill by a “queue to” 
vector command answered by an agent that has neither reserve1 or 
reserve2 skill levels assigned for that skill. This allows tracking of calls 
answered by agents with a reserve1 or reserve2 skill level assigned for a 
particular skill. This includes calls delivered by messaging split/skill, 
check backup, route to split/skill, and redirect on no answer vector 
routing. Calls that are redirected back to the split/skill from ringing by the 
redirect on no answer feature that are subsequently answered by an 
agent in the split/skill are also counted as backup calls. Available on 
Generic 3 switches with the Vectoring feature. Note: The Redirect on No 
Answer VDN routing feature is also available on the 
DEFINITY ECS.
This is a cumulative item. 
						

							  Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations
Database Items2-38
Trunk group tables
The number of ACDCALLS that were delivered to and answered by this 
split/skill by a vector command other than queue to main and the 
number of ACDCALLS that were delivered to a split/skill by a “queue to” 
vector command answered by an agent that has neither reserve1 or 
reserve2 skill levels assigned for that skill. This allows tracking of calls 
answered by agents with a reserve1 or reserve2 skill level assigned for a 
particular skill. This includes calls delivered by messaging split/skill, 
check backup, and route to split/skill vector commands, direct agent 
calls, and redirect on no answer routing. Calls answered in a main 
split/skill can be calculated as ACDCALLS - BACKUPCALLS. Available 
on Generic 3 switches with vectoring. NOTE: The Redirect on No Answer 
to VDN routing feature is available on the 
DEFINITY ECS.
This is a cumulative item.
Vector tables
The number of ACDCALLS that were delivered to and answered by this 
split/skill by a vector command other than queue to main and the 
number of ACDCALLS that were delivered to a split/skill by a “queue to” 
vector command answered by an agent that has neither reserve1 or 
reserve2 skill levels assigned for that skill. This allows tracking of calls 
answered by agents with a reserve1 or reserve2 skill level assigned for a 
particular skill. Calls answered in a main split/skill (MAINCALLS) can then 
be calculated as ACDCALLS - BACKUPCALLS However, MAINCALLS 
does not include direct agent calls. BACKUPCALLS includes messaging 
split/skill calls, check backup calls, and calls that route to a split/skill or 
direct agent, either by the route to vector command or by adjunct 
routing. Calls that are redirected back to the split/skill using the 
redirection on no answer feature and are subsequently answered are 
also counted as BACKUPCALLS. NOTE: The Redirect to No Answer to 
VDN routing feature is available on the 
DEFINITY ECS. Available on 
Generic 3 switches and on the ECS with the vectoring feature.
This is a cumulative item.