Lucent Technologies CentreVu Release 3 Version 8 External Call History Interface User Manual page 10

Call Record File Format
Field
(CMS Database
Equivalent)
ACWTIME
ANSHOLDTIME
CONSULTTIME
DISPTIME
DURATION
Type Length
integer 4 bytes
integer 4 bytes
integer 4 bytes
integer 4 bytes
integer 4 bytes
CentreVu® CMS R3V8 External Call History Interface
The time spent, in seconds, in After Call Work (ACW)
associated with this call by the answering agent in this
segment.
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 2.1 switches, hold time is accrued only for
Automatic Call Distribution (ACD) calls.
For Generic 2.2 and Generic 3 switches, and DEFINITY
Enterprise Communications Server (ECS) Release 5 and
later, hold time is accrued for any type of call.
The time an agent talked on any outbound call while in
AUX work, ACW, or in Other with a call on hold. This
includes the time the originating agent spent talking to the
destination party while establishing a conference or
transferring a call. (This is the time between presses of the
transfer or conference button.) It includes wait time if the
agent is calling a Vector Directory Number (VDN) or
split/skill extension, but the wait time can be subtracted
out by subtracting the DISPTIME item from
CONSULTTIME.
The wait time (in the vector, in queue, and ringing) until the
disposition is recorded in DISPOSITION for the segment.
For extension calls made directly to agents (not through a
VDN), this will always be zero.
The total time the trunk was in use. This is the overall
trunk holding time from the beginning of the call segment
until the caller is disconnected. For the first segment of a
call, this will be the trunk holding time for the caller for the
entire call (from seized until idle). With a transfer, the
original trunk remains associated with both call segments
until the call ends.
Description
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