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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Terminology 1-10
Hold
A call placed on hold as a result of the agent pressing
the HOLD feature button or the hard hold feature
access code, by using the TRANSFER or
CONFERENCE feature button or by flashing the
switch hook.
CentreVu
CMS tracks calls on hold only
for the switch releases that notify
CentreVu
CMS
when calls are placed on hold. Generic 3 switches
notify
CentreVu
CMS for all calls.
Manual-In
Mode (MI)
A call answering mode in which an agent who
releases an ACD call is put into the after call work
(ACW) mode and must manually request another
ACD call by pushing the MI button.
Multibyte
Character Set
A mixed-width character set in which some
characters consist of more than one byte. The
Japanese kanji character set is an example of such a
character set.
Nonprimary
Split/Skill (G3
Vectoring)
The second and third splits/skills to which the call
queues in a VDN are called “non-primary
splits/skills.” They are also referred to as
secondary
and
tertiary splits/skills, respectively.
Nonzero (0)
Skill (Generic
2.2 EAS and
later )
Any skill that does not end in “0” is called a “
nonzero”
skill
.
Primary
Split/Skill (G3
Vectoring)
The first split/skill the call queues to in a VDN is
called the “primary” split/skill. If the call leaves vector
processing and queues to another split/skill (for
example, routes to a split/skill extension, or routes to
another VDN), then that new split/skill becomes the
primary split/skill. If the call leaves vector processing
and does not queue to another split/skill (for
example, routes to an extension), then there is no
new primary split/skill.
Queued A split/skill or direct agent call that has been directed
to a split/skill. In the case of the Generic 3 switch,
even though the call may never have physically
occupied a queue slot on the switch (because it could
be delivered immediately to an agent),
CentreVu
CMS is still notified that the call queued to the
split/skill.