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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-12
Agent tables
The time split/skill ACD callers waited while ringing the agent’s voice
terminal before the call was abandoned. For Generic 3 switches,
ABNTIME includes the time until the agent releases the call for phantom-
abandoned calls. Also available on Generic 3 switches.
This is a cumulative item.
Vector tables
The time caller waited while vector steps were executed, the call was
queued, and ringing, before abandoning. For phantom abandons,
ABNTIME includes the total time until the agent releases the call.
This is a cumulative item.
VDN tables
The time caller waited while vector steps were executed, the call was
queued, and ringing before abandoning. For phantom-abandon calls,
ABNTIME is the total time from entering the VDN until the agent released
the call.
This is a cumulative item.
ABNVECCALLS 2
Database tables 2
The ABNVECCALLS item appears in the following database tables:
Trunk group tables
The number of ABNCALLS that abandoned while in vector processing.
This includes vector calls that abandoned while in queue or while ringing
at an agent position. Available on Generic 3 switches with vectoring.
ABNVECCALLS includes ABNQUECALLS and ABNRINGCALLS.
This is a cumulative item.