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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-129
Agent tables
The number of split/skill and direct agent ACD calls that rang at this
agent’s voice terminal and then were automatically redirected by the
Redirection on No Answer feature because they were not answered.
Split/skill ACD calls are requeued to the split/skill or VDN, direct agent
ACD calls are redirected to the agent’s coverage path. Redirection On No
Answer to a split/skill is available on
DEFINITY
ECS or Generic 3 Version
2 or later switches. Redirection On No Answer to a VDN is only available
on
DEFINITY
ECS.
This is a cumulative item.
VDN tables
Number of split/skill and direct agent ACD calls that rang at agent
stations and then were automatically redirected by the Redirection on No
Answer feature because they were not answered. Available on Generic 3
Version 2 and newer switches and on the ECS.
This is a cumulative item.
NUMAGREQ 2
Database tables 2
The NUMAGREQ item appears in the following database tables:
Current day report tables
Number of agents required to handle FCALLS.
NUMINUSE
(real-time)
2
Database tables 2
The NUMINUSE (real-time) item appears in the following database
tables:
Trunk group tables
The current number of TRUNKS that are busy (on calls or maintenance
busy). NUMINUSE = INBOUND + OUTBOUND + MBUSY
This is a status item.