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Table of Contents
CentreVu®
Call Management System
Release 3 Version 8
Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
v
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P-1
1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
General Information . . . . . . . . . . . . . . . . . 1-1
Introduction . . . . . . . . . . . . . . . . . . 1-1
How Database Items and Calculations Are Presented . . . . . . 1-2
Introduction . . . . . . . . . . . . . . . . . . 1-2
Database Items . . . . . . . . . . . . . . . . . 1-2
Database Tables . . . . . . . . . . . . . . . . . 1-2
Index Database Items . . . . . . . . . . . . . . . 1-3
Database Item Types . . . . . . . . . . . . . . . 1-3
Sample Switch Cross-Reference Table. . . . . . . . . . 1-4
Calculations . . . . . . . . . . . . . . . . . . 1-5
Terminology . . . . . . . . . . . . . . . . . . . . 1-6
Database Terminology . . . . . . . . . . . . . . . 1-6
Database Table Names . . . . . . . . . . . . . . . . 1-13
Introduction . . . . . . . . . . . . . . . . . . 1-13
Real-Time Table Names. . . . . . . . . . . . . . . 1-13
Historical Database Tables . . . . . . . . . . . . . 1-14
Interactions with Switch Features and Tracking of Switch Capabilities 1-16
Introduction . . . . . . . . . . . . . . . . . . 1-16
Adjunct-Placed and Adjunct-Routed Calls . . . . . . . . 1-16
Call Handling Preference . . . . . . . . . . . . . . 1-16
Forced Disconnect . . . . . . . . . . . . . . . . 1-17
Look-Ahead Interflow Calls . . . . . . . . . . . . . 1-17
Personal Call Tracking . . . . . . . . . . . . . . . 1-17
Direct Agent Calling (G3) . . . . . . . . . . . . . . 1-21
Expanded Agent Capabilities (DEFINITY ECS R5 and Later) . . 1-22
Multiple Call Handling (G3V3). . . . . . . . . . . . . 1-22
Forced Multiple Call Handling (G3V4) . . . . . . . . . . 1-23
Hold Tracking (G3) . . . . . . . . . . . . . . . . 1-23
Ringing (G3) . . . . . . . . . . . . . . . . . . 1-23
Transfer Tracking. . . . . . . . . . . . . . . . . 1-23
Conference Tracking (G3) . . . . . . . . . . . . . . 1-23
Call Pickup . . . . . . . . . . . . . . . . . . . 1-23
Agents in Multiple Splits/Skills . . . . . . . . . . . . 1-24
Multiple-Split/ Skill Queuing (G3) . . . . . . . . . . . 1-25
Best Service Routing (DEFINITY ECS R6). . . . . . . . . 1-26
Agent State Tracking at Login . . . . . . . . . . . . 1-26