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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Terminology 1-9
Call Segment
Call records are made up of call segments, each of
which represents a related call. A new call segment is
started whenever a call is made or received,
including whenever a call is made in order to transfer
or conference another call. Call segments that are
related share the same call ID. Unrelated call
segments have different call IDs.
Connected
Call
A non-ACD call that rang and did not abandon at an
extension (not a split/skill or direct agent call). For
Generic 3 switches, only calls that routed to an
extension are tracked as connected calls.
Default Skill
(Generic 2.2
EAS and later)
Every skill that ends with a “0” is called a “default
skill,” since every agent in the skill group is logged
into this skill by default. The default skill is the first
skill for each skill group.
Direct Agent
ACD Call
(Generic 3)
A call that queues for a specific agent. Direct agent
ACD calls can be generated by an ASAI adjunct
(Generic 3) or by calling an agent's login id (Generic
3 switches with EAS), given the proper class of
restriction for the caller and for the receiving agent.
Direct agent ACD calls are tracked as ACD calls
along with split/skill ACD calls in the trunk, trunk
group, VDN and vector tables. Direct agent ACD
calls are tracked separately from split/skill ACD calls
in the agent tables. Direct agent ACD calls are not
tracked in the split/skill tables (since they are not
split/skill ACD calls).
Expert Agent
Selection
(EAS)
A switch feature that allows the assignment of an
agent to certain capabilities (skills). Calls are
distributed to skills based on which agents have the
capability to best handle them.
External Call Calls made to off-switch destinations. This includes
calls to other switches in a DCS network.
Extension Call Calls originated by agents and non-ACD calls
received by agents. For the Generic 3 switches,
these include calls an agent makes to set up a
conference or a transfer.