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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities 1-28
Outbound Call
Management
(OCM)
1
Outbound call management (OCM) calls to splits/skills are included as a
subset of the ACD call database items (talk time, ringing, ACW, and so
on). OCM calls also have their own database items which start with O_ in
the agent, split/skill, trunk and trunk group tables. Inbound split/skill calls
can be calculated as ACDCALLS - O_ACDCALLS. See the “Adjunct-
Placed and Adjunct-Routed Calls” section for more information.
Redirection on
No Answer
(G3V2 and later)
1
When a ringing call times out, the call can be requeued to the same
split/skill or to a Vector Directory Number (VDN) by the Redirection on No
Answer (RONA) feature (available only on a
DEFINITY
ECS). When
redirected to the same split/skill, an outflow and an inflow are counted for
the split/skill. Thus, the redirected call appears as two offered calls to the
split/skill. The database item NOANSREDIR is also incremented. The
unique calls offered to the split/skill can then be calculated by subtracting
the value of NOANSREDIR from CALLSOFFERED.
This assumes that the split/skill is set up so that normal split/skill calls do
not cover back to the same split/skill except through the Redirection on
No Answer feature. If they can cover back to the same split/skill, each call
that does this is counted as an outflow and inflow to that same split/skill.
In this case, NOANSREDIR is not incremented.
When a ringing call times out and is routed to a VDN (Generic 3 Version
4), an outflow and NOANSREDIR are incremented.
Skill State 1
Skills can now be in one of our states (unknown, normal, overload1,
overload2), based on Expected Wait Time (EWT) threshold. Time spent
in each state except UNKNOWN is trakced in the split table. The state is
UNKNOWN when the link is down or the split is non-EAS or when a new
skill is added and the state message has not yet arrived.
NOTE: