Othercalls - Lucent Technologies CentreVu Release 3 Version 8 Database Items and Calculations User Manual

Database Items and Calculations
Database Items

OTHERCALLS

Database tables
CentreVu® CMS R3V8 Database Items and Calculations
For Generic 3 switches with EAS, agents are logged into multiple splits
and doing work for a split other than this one (on an ACD call or in call-
related ACW).
For Generic 3 switches with multiple call handling, agents are available
for other skills.
This is a status item.
2
The OTHERCALLS item appears in the following database tables:
2
Split/skill tables
The number of calls offered to this split/skill that did not abandon and
were not answered by an ACD agent for this split/skill. OTHERCALLS =
BUSYCALLS + DISCCALLS + OUTFLOWCALLS + DEQUEUECALLS
This is a cumulative item.
Trunk group tables
The number of INCALLS carried by this trunk group that were not
answered as split/skill or direct agent ACD calls or abandoned. These
include forced busy calls, forced disconnect calls, calls that were
connected to a non-ACD destination, short inbound calls, calls that
outflowed off the switch, and calls with unknown dispositions.
OTHERCALLS includes BUSYCALLS, DISCCALLS, SHORTCALLS, and
CONNECTCALLS. OTHERCALLS = INCALLS - ACDCALLS -
ABNCALLS.
This is a cumulative item.
Trunk tables
The number of INCALLS carried by this trunk that were not answered as
split/skill or direct agent ACD calls or abandoned. These include forced
busy calls, forced disconnect calls, calls that were connected to a non-
ACD destination, short inbound calls, and calls with unknown
dispositions. OTHERCALLS includes BUSYCALLS, DISCCALLS,
SHORTCALLS and CONNECTCALLS. OTHERCALLS = INCALLS -
ACDCALLS - ABNCALLS
This is a status item.
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