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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities 1-17
Forced
Disconnect
1
For G3V2 and later switches, a call is counted as a forced disconnect call
whenever the forced disconnect vector step is executed. The call is
counted as a disconnected call even if the caller hangs up before
listening to the entire announcement. For G3V2 and later G3 switch
releases, a call that is dropped by the switch because the Vector
Disconnect Timer timed out or reached the end of vector processing
without being queued will also be recorded as a forced diconnect call.
Look-Ahead
Interflow Calls
1
For Generic 3 switches,
CentreVu
CMS separately tracks look-ahead
interflow calls attempted and completed using database items that start
with LOOK. Look-ahead interflow calls are a subset of interflow calls.
Personal Call
Tracking
1
For the Generic 3 switches,
CentreVu
CMS tracks hold time, transfers
and conferences for personal calls (non-ACD or extension calls) for the
G3 switches.
Tracking of AUXIN
and AUXOUT Time
1
With this feature,
CentreVu
CMS is allowed to separately track AUXIN
and AUXOUT time for calls made and received when an agent has an
ACD call on hold. These calls are now distinguished from time spent on
other AUXIN or AUXOUT calls.
Tracking for “Route
To” Calls
1
Also for Generic 3 switches, in the VDN tables, connect calls, abandoned
calls and their times will be tracked for calls that “route to” an extension.
Call pickup calls are tracked as personal calls, even if an ACD call is
picked up by an agent in the same split/skill.