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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-9
For Generic 3 switches, ABNCALLS includes all calls abandoned by the
caller that were carried by this trunk, except for calls directly to
unmeasured stations that did not go through a measured VDN or
split/skill. This includes ACD calls and calls that routed to an agent or
extension with talk times less than the phantom-abandoned call timer
value.
This is a status item.
Trunk 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. For Generic 3 switches, ABNCALLS includes all calls
abandoned by the caller that were carried by this trunk, except for calls
directly to unmeasured stations that did not go through a measured VDN
or split/skill. This includes ACD calls and calls that routed to an agent or
extension with talk times less than the phantom-abandoned call timer
value. Calls that abandon while listening to a forced disconnect are also
included in ABNCALLS. ABNCALLS includes ABNVECCALLS,
ABNQUEUECALLS, and ABNRINGCALLS.
This is a cumulative item.
Vector tables
The number of INCALLS that were abandoned while INPROGRESS for
this vector. This includes split/skill and direct agent ACD calls that
abandon from queue or from ringing, calls that abandon from vector
processing. ABNCALLS includes ABNQUECALLS, ABNRINGCALLS,
and PHANTOMABNS.
This is a cumulative item.
VDN tables
The number of INCALLS that were abandoned while INPROGRESS for
this VDN. This includes split/skill and direct agent ACD calls that
abandon from queue or from ringing, calls that abandon from vector
processing, calls that abandon after being routed to an extension via the
"route to’’ vector command, and for Generic 3 (prior to Generic 3 Version
2 load 100) switches, calls that abandoned while listening to a forced
disconnect announcement. ABNCALLS includes ACD calls and calls
routed to an agent or extension with talk times less than the value of the
phantom abandoned call timer. ABNCALLS includes ABNCALLS1
through ABNCALLS10, ABNQUECALLS, ABNRINGCALLS,
PHANTOMABNS, and SLVLABNS are pegged as ABNCALLS.
This is a cumulative item.