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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-89
HELD 2
Database tables 2
The HELD item appears in the following database tables:
Call record tables
Total number of times this call was placed on hold by the answering
agent in this call segment. With agent-to-agent calls, this count is
incremented for the agent who puts the call on hold, but not for the calling
agent. (For the ECS and Generic 3 switches, applies to all calls the agent
put on hold.)
HIGHCALLS 2
Database tables 2
The HIGHCALLS item appears in the following database tables:
Split/skill tables
Number of ACDCALLS with high priority that were answered by agents in
this split/skill (for example, answered calls that were queued to the
split/skill with high priority by a "queue to main" or "check backup" vector
command) For Generic 3 switches with the Vectoring feature, this
includes calls that were queued to a split/skill with priority using the "route
to" or "messaging split/skill" vector commands, and calls that queued
directly to a split/skill with priority. (Priority in these cases is determined
by the class of restriction of the originator, which is an agent, an
extension, a trunk group or a VDN.) Available on Generic 3 switches with
the Vectoring feature.
This is a cumulative item.
HOLDABN 2
Database tables 2
The HOLDABN item appears in the following database tables:
Call record tables
Whether or not this call abandoned from hold in this call segment. Valid
values for HOLDABN are 0=NO, 1=YES. With Generic 3 switches and
the ECS, this applies to all calls the agent put on hold.