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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-8
Database Items 2
Overview 2
Purpose 2
This section describes database items for all tables.
ABNCALLS 2
Database tables 2
The ABNCALLS appears in the following database tables:
Split/skill tables
Number of CALLSOFFERED that were abandoned while in queue or
ringing at an agent position.
Note: When a call abandons while queued to multiple splits/skills and
abandons from queue, only the primary split/skill increments ABNCALLS
(calls that are ringing an agent and then abandon peg as abandons for
the split/skill they were ringing).
This also includes calls with talk times
less than the phantom-abandoned call timer value, if it is set
. ABNCALLS
= ABNCALLS1 + ABNCALLS2 + ABNCALLS3 + ABNCALLS4 +
ABNCALLS5 + ABNCALLS6 + ABNCALLS7 + ABNCALLS8 +
ABNCALLS9 + ABNCALLS10 ABNCALLS includes ABNCALLS1-10,
ABNRINGCALLS, O_ABNCALLS, PHANTOMABNS, SLVLABNS.
This is a cumulative item.
Agent tables
The number of split/skill ACD calls that were abandoned while ringing the
agent’s voice terminal (after being directed to the agent voice terminal,
but before being answered). This includes calls considered abandoned
because their talk time was less than the phantom-abandoned call timer.
For Generic 3 switches, ABNCALLS includes PHANTOMABNS.
Available on Generic 3 switches.
This is a cumulative item.
Trunk group tables
The number of calls carried by this trunk that were abandoned by the
caller before being answered by an agent. Calls directly to unmeasured
stations that did not go through a measured VDN or split/skill are not
recorded.