Filter
Top Products
Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities 1-23
Forced Multiple
Call Handling
(G3V4)
1
The Forced Multiple Call Handling feature in Generic 3 Version 4
switches allow an ACD call to ring at an agent’s voice terminal even if that
agent is already talking on an ACD call. In this case, the agent continues
to accrue talk time until the agent puts the current call on hold or releases
it.
Hold Tracking
(G3)
1
CentreVu
CMS tracks and reports hold state for calls put on hold for
Generic 3 switches. This means that
CentreVu
CMS is notified when an
agent puts a call on hold. For Generic 3 switches,
CentreVu
CMS tracks
all calls put on hold.
Ringing (G3) 1
CentreVu
CMS displays the number of agents with split/skill ACD calls
and direct agent calls ringing at their voice terminals. This information is
meaningful only if agents' voice terminals are administered to ring rather
than receive zip tone. The switch sends a message to
CentreVu
CMS
when a call is directed to an agent and alerting begins. Currently, this is
only supported on Generic 3 switches. If you do not have one of these
switches, the ring state columns in standard reports display blanks.
Transfer
Tracking
1
For Generic 3 switches,
CentreVu
CMS tracks all transferred calls made
by measured agents. The agent and split/skill reports display these
transfers. Transfers into a split/skill, agent, or VDN are not tracked
explicitly (for example, the party initiating the transfer is credited with a
transfer, not the party receiving the transfer).
Conference
Tracking (G3)
1
CentreVu
CMS tracks conferenced calls for Generic 3 switches. Agents
who transfer a call by conferencing and then dropping off are credited
with a conference and not a transfer.
Call Pickup 1
CentreVu
CMS tracks ACD calls that are answered by an agent using the
Call Pickup feature as AUXIN calls.