Lucent Technologies CentreVu Release 3 Version 8 Database Items and Calculations Manuals

Manuals and User Guides for Lucent Technologies CentreVu Release 3 Version 8 Database Items and Calculations. We have 1 Lucent Technologies CentreVu Release 3 Version 8 Database Items and Calculations manual available for free PDF download: User Manual

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

Lucent Technologies CentreVu Release 3 Version 8 Database Items and Calculations User Manual (302 pages)

Call Management System, Release 3 Version 8 Database Items and Calculations

Brand: Lucent Technologies | Category: Software | Size: 2.65 MB

Table of Contents

Table of Contents
5
Preface
19
1 Introduction

21
- General Information
  21
- How Database Items and Calculations Are Presented
  22
  - Introduction
    22
  - Database Items
    22
  - Database Tables
    22
  - Index Database Items
    23
  - Database Item Types
    23
  - Sample Switch Cross-Reference Table
    24
  - Calculations
    25
- Terminology
  26
  - Database Terminology
    26
- Database Table Names
  33
  - Introduction
    33
  - Real-Time Table Names
    33
  - Historical Database Tables
    34
- Interactions with Switch Features and Tracking of Switch Capabilities
  36
  - Introduction
    36
  - Adjunct-Placed and Adjunct-Routed Calls
    36
  - Call Handling Preference
    36
  - Forced Disconnect
    37
  - Look-Ahead Interflow Calls
    37
  - Personal Call Tracking
    37
  - Direct Agent Calling (G3)
    41
  - Expanded Agent Capabilities (DEFINITY ECS R5 and Later)
    42
  - Multiple Call Handling (G3V3)
    42
  - Forced Multiple Call Handling (G3V4)
    43
  - Hold Tracking (G3)
    43
  - Ringing (G3)
    43
  - Transfer Tracking
    43
  - Conference Tracking (G3)
    43
  - Call Pickup
    43
  - Agents in Multiple Splits/Skills
    44
  - Multiple-Split/Skill Queuing (G3)
    45
  - Best Service Routing (DEFINITY ECS R6)
    46
  - Agent State Tracking at Login
    46
- Move Agent While Staffed (G3V4 and Later)
  47
- Converse Vector Command (G3V2 and Later)
  47
- Go to Vector
  47
- Outbound Call Management (OCM)
  48
- Redirection on no Answer (G3V2 and Later)
  48
- Skill State
  48
- Switch Average Speed of Answer (G3V4 and Later)
  49
- Timed ACW
  49
- Tracking of Times/Duration
  49
- Trunk no Answer Timeout (G3V2 and Later)
  49
- Vector Disconnect Timer (G3V2 and Later)
  50
- VDN Active Calls
  50
- Wait Answer Supervision Timer (WAST)
  50
- Universal Call ID (DEFINITY ECS R6)
  51
- Centrevu Advocate (ECS R6 and Later)
  51
- Location (ECS R8 and Later)
  52
2 Database Items and Calculations

53
- Overview
  53
- General Information
  54
  - Overview
    54
  - Database Item Types
    54
  - Split/Skill Database Items
    55
  - Agent Database Items
    55
  - Trunk Group Database Items
    56
  - Trunk Database Items
    56
  - Vector Database Items
    56
  - VDN Database Items
    57
  - Call Work Codes Database Items
    57
  - Agent Login/Logout Database Items
    58
  - Agent Trace Database Items
    58
  - Current Day Configuration Database Items
    58
  - Current Day Report Database Items
    59
  - Call Record Database Items
    59
  - Exception Historical Database Items
    59
- Database Items
  60
  - Overview
    60
  - Abncalls
    60
  - Abncalls1-10
    60
  - Abnquecalls
    62
  - Abnringcalls
    63
  - Abntime
    63
  - Abnveccalls
    64
  - Acceptable
    65
  - ACD (Index)
    65
  - Acd_Release
    67
  - Acdauxout-Calls
    67
  - Acdcalls
    68
  - Acdcalls1-10
    68
  - ACDONHOLD (Real-Time)
    69
- Acdtime
  70
- ACTIVECALLS (Real-Time)
  70
- Acwincalls
  71
- Acwintime
  71
- Acwoutadj- Calls
  72
- Acwoutcalls
  72
- Acwoutoff-Calls
  73
- Acwoutoff-Time
  73
- Acwouttime
  74
- Acwtime
  74
- Adjattempts
  75
- Adjrouted
  76
- ADJUNCTOUT (Real-Time)
  76
- (Real-Time)
  76
- Agocc
  77
- Agstate
  77
- (Real-Time)
  77
- Agt_Released
  78
- AGDURATION (Real-Time)
  78
- AGTIME (Real-Time)
  78
- ALLINUSE (Real-Time)
  79
- Allinusetime
  79
- Ani_Sid
  79
- Ansconn-Calls1-10
  80
- Ansholdtime
  80
- Anslocid
  80
- Anslogin
  81
- Ansreason
  81
- Ansringtime
  81
- Anstime
  82
- ASA (Real-Time)
  82
- ASSIST (Real-Time)
  83
- Assist_Actv
  83
- Assists
  83
- ATAGENT (Real-Time)
  84
- Audio
  84
- Auxincalls
  84
- Auxintime
  85
- Auxoutadj-Calls
  85
- Auxoutcalls
  86
- Auxoutoff-Calls
  86
- Auxoutoff-Time
  87
- Auxouttime
  87
- AUXREASON (Real-Time)
  88
- AVAILABLE (Real-Time)
  88
- Avgagserv
  88
- Avgspeedans
  89
- AWORKMODE (Real-Time)
  89
- Backupcalls
  89
- Bh_Abncalls
  91
- (Daily Only)
  91
- Bh_Acdcalls
  92
- Bh_Acdtime
  92
- Bh_Allinuse-Time
  92
- Bh_Busycalls
  93
- Bh_Disccalls
  93
- Bh_Incalls
  93
- Bh_Intime
  94
- Bh_Oabn-Calls
  94
- Bh_Oacd-Calls
  94
- Bh_Oother-Calls
  95
- Bh_Other-Calls
  95
- Bh_Outcalls
  96
- Bh_Outtime
  96
- Bh_Starttime
  96
- Bh_Vdncalls
  97
- Blockage
  97
- Bsrplan
  97
- Busycalls
  98
- Busytime
  99
- Caller_Hold
  99
- Callid
  100
- Calling_Ii
  100
- Calling_Logid
  100
- (Real-Time)
  100
- Calling_Pty
  101
- Callsoffered
  101
- Change
  101
- CHANGED (Real-Time)
  102
- Chprof
  102
- Completed
  102
- Conference
  102
- Connect-Calls
  103
- Connecttime
  103
- Conntalktime
  104
- Consulttime
  104
- CWC (Index)
  104
- Da_Abncalls
  105
- Da_Abntime
  105
- Da_Acdcalls
  105
- Da_Acdtime
  106
- Da_Acwin-Calls
  106
- Da_Acwintime
  106
- Da_Acwoadj-Calls
  107
- Da_Acwo-Calls
  107
- Da_Acwooff-Calls
  108
- Da_Acwooff-Time
  108
- Da_Acwotime
  108
- Da_Acwtime
  109
- Da_Anstime
  109
- DA_INACW (Real-Time)
  109
- DA_INQUEUE (Real-Time)
  110
- DA_INRING (Real-Time)
  110
- DA_OLDEST-CALL (Real-Time)
  111
- Da_Onacd
  111
- (Real-Time)
  111
- Da_Other-Calls
  112
- Da_Othertime
  112
- Da_Queued
  112
- Da_Release
  113
- DA_SKILL (Real-Time)
  113
- Dacalls_First
  113
- (Real-Time)
  113
- Deflectcalls
  114
- Dequecalls
  114
- Dequetime
  114
- Destination
  115
- (Real-Time)
  115
- Dialed_Num
  115
- Digits_Dialed
  116
- DIRECTION (Real-Time)
  116
- Disccalls
  117
- Disctime
  118
- Dispivector
  118
- Disposition
  119
- Disppriority
  120
- Dispsklevel
  120
- Dispsplit
  120
- Disptime
  121
- Dispvdn
  121
- Duration
  121
- (Real-Time)
  121
- Eqloc
  122
- Event1-9
  123
- Event_Time
  123
- EWTHIGH (Real-Time)
  124
- EWTLOW (Real-Time)
  124
- EWTMEDIUM (Real-Time)
  125
- EWTTOP (Real-Time)
  125
- Ext_Call
  126
- Orig
  126
- Extension
  126
- Extn
  126
- Extype
  127
- FAGINRING (Real-Time)
  130
- FAVAILABLE (Real-Time)
  131
- Failures
  131
- Fcalls
  131
- FINACW (Real-Time)
  132
- Finaux
  132
- Firstvdn
  132
- Firstvector
  132
- Fmethod
  133
- FONACD (Real-Time)
  133
- FOTHER (Real-Time)
  133
  - FSTAFFED (Real-Time)
    133
- GNAGINRING (Real-Time)
  134
- GNAVAILABLE (Real-Time)
  134
- GNINACW (Real-Time)
  134
- GNINAUX (Real-Time)
  135
- GNINAUX0 (Real-Time)
  135
- (Real-Time)
  135
- GNONACD (Real-Time)
  136
- GNONACDAUX-OUT (Real-Time)
  136
- GNONACDOUT (Real-Time)
  136
- GNONACWIN (Real-Time)
  137
- GNONACWOUT (Real-Time)
  137
- GNONAUXIN (Real-Time)
  137
- GNONAUXOUT (Real-Time)
  138
- Gnda_Inacw
  138
- (Real-Time)
  138
- Gnda_Onacd
  138
- GNOTHER (Real-Time)
  139
- GNSKILL (Real-Time)
  139
- GNSTAFFED (Real-Time)
  140
- Gotocalls
  140
- Gototime
  140
- Hdate1-4
  140
- Held
  141
- Highcalls
  141
- Holdabn
  141
- Holdabn-Calls
  142
- Holdacd-Calls
  142
- Holdacdtime
  143
- Holdcalls
  143
- Holdtime
  144
- I_Acdauxin-Time
  144
- I_Acdaux
  145
- Outtime
  145
- I_Acdaux_ Outtime
  145
- I_Acdother-Time
  145
- I_Acdtime
  146
- I_Acwintime
  146
- I_Acwouttime
  147
- I_Acwtime
  147
- I_Arrived
  148
- I_Auxintime
  148
- I_Auxouttime
  149
- I_Auxtime
  149
- I_Auxtime0
  150
- I_Auxtime1-9
  150
- I_Availtime
  150
- I_Da_Acdtime
  151
- I_Da_Acwtime
  151
- I_Inocc
  152
- I_Normtime
  152
- I_Ol1Time
  152
- I_Ol2Time
  153
- I_Othertime
  153
- I_Outocc
  154
- I_Ringtime
  155
- I_Stafftime
  155
- I_Tauxtime
  156
- I_Tavailtime
  156
- I_Tothertime
  156
- Ii_Digits
  156
- Iln
  157
- INACW (Real-Time)
  157
- INAUX (Real-Time)
  157
- INAUX0 (Real-Time)
  158
- (Real-Time)
  158
- INBOUND (Real-Time)
  158
  - Incalls
    159
  - Incomplete
    160
- Inflag
  162
- Inflowcalls
  162
- (Real-Time)
  163
- INQUEUE (Real-Time)
  164
- INRING (Real-Time)
  164
- Interflow-Calls
  165
- Intime
  165
- Intrvl
  166
- (Real-Time)
  167
  - ITN (Index)
    168
- Keybd_Dialed
  168
- Lastcwc
  168
- Lastdigits
  168
- Lastobserver
  169
- LEVEL (Real-Time)
  169
- Loc_Id
  169
- Logid
  170
- Login
  171
- (Real-Time)
  171
- (Real-Time)
  172
- LOGONSTART (Real-Time)
  172
- Logout
  172
- Logout_Date
  173
- Logoutrea-Son
  173
- Lookattempts
  173
- Lookflow-Calls
  174
- Lowcalls
  174
- MALICIOUS (Real-Time)
  175
- Maxinqueue
  175
- Maxocwtime
  175
- Maxstaffed
  176
  - Maxtop
    176
- Max_Tot
  176
- Percents
  176
  - Maxwaiting
    177
- MBUSY (Real-Time)
  177
- Mbusytime
  177
- Mct
  178
- Medcalls
  178
- MOVEPENDING (Real-Time)
  178
- Netdisccalls
  179
- Netincalls
  179
- Netintime
  179
- Netpolls
  180
- Noansredir
  180
- Numagreq
  181
- NUMINUSE (Real-Time)
  181
- Numtgs
  182
- Numvdns
  182
- O_Abncalls
  182
- O_Acdcalls
  183
- O_Acdtime
  183
- O_Acwtime
  184
- O_Other-Calls
  184
- Observing-Call
  185
- Obslocid
  185
- OLDESTCALL (Real-Time)
  185
- OLDEST_LOG-ON (Real-Time)
  186
- ONACD (Real-Time)
  186
- ONACDAUXOUT (Real-Time)
  186
- ONACDOUT (Real-Time)
  187
- ONACWIN (Real-Time)
  187
- ONACWOUT (Real-Time)
  187
- ONAUXIN (Real-Time)
  188
- ONAUXOUT (Real-Time)
  188
- ONHOLD (Real-Time)
  188
- Origholdtime
  189
- ORIGIN (Real-Time)
  189
- Origlocid
  189
- Origlogin
  190
- Origreason
  190
- OTHER (Real-Time)
  190
- Othercalls
  191
- Othertime
  192
- OUTBOUND (Real-Time)
  193
- Outcalls
  193
- Outflag
  193
- Outflow-Calls
  194
- Outflowtime
  195
- Outtime
  196
- PENDINGSPLIT (Real-Time)
  196
- PERCENT (Real-Time)
  197
- Period 1-9
  197
- Periodchg
  197
- Phantomabns
  198
- POSITION (Index)
  199
- Positions
  199
- Preference
  199
- PRIORITY (Real-Time)
  200
- (Real-Time)
  200
- QUECOUNT (Real-Time)
  201
- QUETYPE (Real-Time)
  201
- (Real-Time)
  201
- R1AGINRING (Real-Time)
  202
- R1AVAILABLE (Real-Time)
  202
- R1INACW (Real-Time)
  202
- R1INAUX (Real-Time)
  203
- R1ONACD (Real-Time)
  203
- R1OTHER (Real-Time)
  203
- R1STAFFED (Real-Time)
  204
- R2AGINRING (Real-Time)
  204
- R2AVAILABLE (Real-Time)
  204
- R2INACW (Real-Time)
  205
- R2INAUX (Real-Time)
  205
- R2ONACD (Real-Time)
  205
- R2OTHER (Real-Time)
  206
- R2STAFFED (Real-Time)
  206
- Ragocc
  206
- Ravgspeed-Ans
  206
- Reason
  207
- Reason_Code
  207
- Reconnect
  207
- Returncalls
  208
- Ringcalls
  208
- Ringtime
  209
- ROLE (Real-Time)
  210
- ROW_DATE (Index)
  210
- Row_Time
  212
- Rservlevelp
  212
- Segment
  213
- Segstart
  213
- Segstop
  213
- Servicelevel
  214
- Servlevelp
  214
- Servlevelt
  214
- Setuptime
  215
- Shortcalls
  215
- Skill1-3
  216
- Skillacwtime-1-3
  216
- Skillcalls1-3
  216
- Skilltime1-3
  216
- Skilltype
  217
- Sklevel
  218
- Skpercent
  219
- SKSTATE (Real-Time)
  219
- Slvlabns
  220
- Slvlout-Flows
  220
- Split
  220
- Split1
  222
- STAFFED (Real-Time)
  222
- Split2-3
  222
- STARTED (Real-Time)
  223
- Starttime
  223
- Svclevelchg
  224
- TAGINRING (Real-Time)
  225
- Talktime
  225
- TAVAILABLE (Real-Time)
  225
- Tda_Inacw
  226
- (Real-Time)
  226
- Tda_Onacd
  226
- Threshold
  226
- Ti_Auxtime
  227
- Ti_Auxtime0
  228
- Ti_Auxtime1-9
  228
- Ti_Availtime
  229
- Ti_Othertime
  229
- Ti_Stafftime
  230
- Time
  230
- TINACW (Real-Time)
  231
- TINAUX (Real-Time)
  231
- TINAUX0 (Real-Time)
  232
  - (Real-Time)
    232
  - Tkgrp
    232
  - TKSTATE (Real-Time)
    233
  - TONACD (Real-Time)
    234
  - TONACDAUX-OUT (Real-Time)
    234
  - TONACDOUT (Real-Time)
    234
  - TONACWIN (Real-Time)
    235
  - TONACWOUT (Real-Time)
    235
  - TONAUXIN (Real-Time)
    235
  - TONAUXOUT (Real-Time)
    236
  - Topcalls
    236
  - TOPSKILL (Real-Time)
    236
  - Tot_Percents
    237
  - (Real-Time)
    237
  - TOTHER (Real-Time)
    237
  - Transferred
    238
  - Trendbase
    239
  - Trunks
    239
  - TSTAFFED (Real-Time)
    239
  - TYPE (Real-Time)
    240
  - Ucid
    240
  - Use_Svc_Obj
    240
  - (Real-Time)
    240
  - Vdisccalls
    241
  - Vdn
    241
  - Vector
    242
  - Wmode_Seq
    243
  - Workcode
    243
  - WORKMODE (Real-Time)
    244
  - WORKSKILL (Real-Time)
    244
  - WORKSKLEVEL (Real-Time)
    245
  - WORKSPLIT (Real-Time)
    245
  - WORKSPLIT2-3 (Real-Time)
    245
  - Wt1
    246
- Switch Cross-Reference
  247
  - Overview
    247
  - Switch Cross-Reference Information
    247
  - Search Values and Calculations
    276
  - Overview
    276
- Agent State and Row Search Values Cross-Reference
  276
- Call Disposition and Row Search Values Cross-Reference
  279
- Overview
  280
- Calculations
  280
- Standard Dictionary Calculations
  280
- Reports-Specific Calculations
  291

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