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CentreVu®
CMS R3V8 Database Items and Calculations
vi
Move Agent While Staffed (G3V4 and later) . . . . . . . . 1-27
Converse Vector Command (G3V2 and later) . . . . . . . 1-27
Go To Vector . . . . . . . . . . . . . . . . . . 1-27
Outbound Call Management (OCM) . . . . . . . . . . . 1-28
Redirection on No Answer (G3V2 and later) . . . . . . . . 1-28
Skill State . . . . . . . . . . . . . . . . . . . 1-28
Switch Average Speed of Answer (G3V4 and later) . . . . . 1-29
Timed ACW. . . . . . . . . . . . . . . . . . . 1-29
Tracking of Times/Duration . . . . . . . . . . . . . 1-29
Trunk No Answer Timeout (G3V2 and later) . . . . . . . . 1-29
Vector Disconnect Timer (G3V2 and later) . . . . . . . . 1-30
VDN Active Calls . . . . . . . . . . . . . . . . . 1-30
Wait Answer Supervision Timer (WAST) . . . . . . . . . 1-30
Universal Call ID (DEFINITY ECS R6) . . . . . . . . . . 1-31
CentreVu Advocate (ECS R6 and later) . . . . . . . . . 1-31
Location (ECS R8 and later) . . . . . . . . . . . . . 1-32
2 Database Items and Calculations . . . . . . . . . . . . . . . . . . . 2-1
Overview . . . . . . . . . . . . . . . . . . . 2-1
General information . . . . . . . . . . . . . . . . . 2-2
Overview . . . . . . . . . . . . . . . . . . . 2-2
Database item types . . . . . . . . . . . . . . . . 2-2
Split/skill database items . . . . . . . . . . . . . . 2-3
Agent database items . . . . . . . . . . . . . . . 2-3
Trunk group database items . . . . . . . . . . . . . 2-4
Trunk database items . . . . . . . . . . . . . . . 2-4
Vector database items . . . . . . . . . . . . . . . 2-4
VDN database items . . . . . . . . . . . . . . . . 2-5
Call work codes database items . . . . . . . . . . . . 2-5
Agent login/logout database items . . . . . . . . . . . 2-6
Agent trace database items . . . . . . . . . . . . . 2-6
Current day configuration database items . . . . . . . . 2-6
Current day report database items . . . . . . . . . . . 2-7
Call record database items . . . . . . . . . . . . . 2-7
Exception historical database items . . . . . . . . . . 2-7
Database Items . . . . . . . . . . . . . . . . . . . 2-8
Overview . . . . . . . . . . . . . . . . . . . 2-8
ABNCALLS . . . . . . . . . . . . . . . . . . . 2-8
ABNCALLS1-10 . . . . . . . . . . . . . . . . . 2-10
ABNQUECALLS . . . . . . . . . . . . . . . . . 2-10
ABNRINGCALLS . . . . . . . . . . . . . . . . . 2-11
ABNTIME . . . . . . . . . . . . . . . . . . . 2-11
ABNVECCALLS . . . . . . . . . . . . . . . . . 2-12
ACCEPTABLE . . . . . . . . . . . . . . . . . . 2-13
ACD (index) . . . . . . . . . . . . . . . . . . 2-13
ACD_RELEASE . . . . . . . . . . . . . . . . . 2-15
ACDAUXOUT-CALLS . . . . . . . . . . . . . . . 2-15
ACDCALLS . . . . . . . . . . . . . . . . . . . 2-16
ACDCALLS1-10 . . . . . . . . . . . . . . . . . 2-17
ACDONHOLD
(real-time) . . . . . . . . . . . . . . . . . . . 2-17