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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities 1-29
Switch Average
Speed of Answer
(G3V4 and later)
1
The G3V4 and later switches calculate a roilling average speed of
answer (ASA) for splits/skills and VDN(s). This ASA can be used in
vector conditionals to determine where to queue calls. The ASA(s) for
splits/skills and for VDN(s) are also sent to R3V4 and later CMS, and can
be displayed on real-time reports.
The ASA for a split/skill includes the time spent in the split/skill queue and
the time ringing at an agent. The ASA for a VDN includes the time spent
in vector processing (including the time spent in queue) and the time
ringing for the VDN assocaited with the call when it was answered. This
switch-generated, rolling ASA is a running, weighted average calculation.
ASA will in general not match the average speed of answer on CMS.
Timed ACW 1
The times ACW feature, which provides automatic-in agents with a fixed
ACW period after each Automatic-In call, makes no changes in CMS
tracking of ACW time. Timed ACW is tracked identically to manually
entered ACW or ACW resulting from manaul-in calls.
Tracking of
Times/Duration
1
In the trunk, trunk group, and VDN tables, the TIME items typically
accumulate until the trunk drops at the end of the call, unless the items
are queue time or ring time or other similar items.
TIME Database
Items
1
In the split/skill and vector tables, the TIME items typically accumulate
until the call leaves the split/skill/vector and the disposition is known (for
example, when the call outflows or when the caller starts hearing the
forced busy).
Trunk No Answer
Timeout (G3V2
and later)
1
This timer starts when the switch first seizes the trunk and is stopped
when answer supervision is sent for the call. If it times out, the call is
dropped by the switch and the
CentreVu
CMS counts the call as an
abandoned call. (This timer is for switches in countries that lack
disconnect supervision for trunks. The assumption is that the caller
abandoned long ago.)